Complaints

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a handbag from Cocos trading post on 3-16-23 for $165 which was charged to my Citibank master card.The bag arrived in a torn box and the white straps on the bag were dirty.I have been in contact with the store several times on the phone, texts, and emails The store said they only give store credit on returns I explained the bad arrived in a torn box which I mailed back to them they refused to accept it and I had to pay $20 to mail it back to them which they received yesterday 4-3-23 They sent me a gift card via email which I told them I am refusing the credit and I opened a dispute with Citibank master card Why would I want to order anything from this company knowing the condition that my purchase arrived in The manager refuses to make an exception she does not care that her customer is dissatisfied I did not know the store only issues store credits on returns but based on the circumstances they could and should have They spent so much time saying no to me it probably cost them more on the employees pay They just do not care and I told them i was opening a dispute and they were unfazed and asked me if I wanted to donate my gift card which I found antagonistic Any help you can provide would be greatly appreciated Thank you

  Business response

  04/05/2023

  This customer purchased a bag from us on March 16, 2023. She had previously called our store, and our associate let her know that we don't do refunds but rather, store credit & exchanges only. We also clearly have our return policy in writing on our website. Once she recieved the bag, she sent us a message letting us know that she wasn't happy with the quality of the bag. We then went by our return policy & offered her a replacement bag, or a store credit for the bag once it was mailed back. She said the package was torn & we let her know she could file a claim with **** as shipping is out of our hands. She ended up mailing the bag back in the same box--the bag came back to us in perfect condition & the box had an approximatey 2 centimeter tear in the corner, clearly from its time spent in transit. 

  Once we recieved the bag, we withheld our promised return policy & issued her a store credit for $165. 

  She was unhappy that we did not make an exception to our return policy to refund her credit card. As a small business, unfortunately we can't take the hit of doing full refunds & have a similar return policy of exchanges & store credit only as all small businesses in our area. 

  We've included a photo of our return policy listed online which was available for the customer to see online, as well as our $165 credit to the customer. 

  We did ask her if she'd prefer us to donate the giftcard when she refused it--we felt this was a kind way to give back on a refused gift card however we do apologize if this was taken wrong.

  Customer response

  06/02/2023

  When a customer receives a dirty bag in a torn box the store should make an exception, they were rude and lied to my credit card company when they told them the claim was resolved.  I refused their gift card because I wanted my credit card credited.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩