Complaints

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A return order was received by Weston Table on Thursday, July 27th. They partially refunded the order & are refusing to refund the balance. The return followed the instructions published on their website, a copy of the policy is attached. The items were returned in their original packaging, no damage was reported and Weston Table's prepaid shipping label was not used. Instead of issuing a full refund for the items returned, they are blaming ******** & saying there is nothing they can do. The items were purchased from a Weston Table advertisement, not ********. They can absolutely refund the remaining two items instead of trying to scam a customer. The full refund total is $411.34 & the refund received was $386.45, a shortage of $24.89. No explanation of this shortage was provided and all they can do is blame ******** and make excuses. The advice to request another refund from ******** isn't an available option once a return has been rejected. I have contacted Weston Table through Instagram and done everything asked of me. They chose to participate in marketing on ********, yet claim to have no control over transactions processed through these platforms. I followed their return instructions, I paid for return shipping and now I want the remaining balance owed to me.

  Business response

  08/02/2023

  Hello *******, 
  
  Please see screenshots attached, which show the remaining $24.89 owed was approved in Meta. As discussed, Weston Table is unable to issue custom refund amounts when you make the purchase directly via Meta rather than westontable.com. The return requests, via Meta requirements, are required to be made by the customer via Meta. 
  
  Meta does not allow for businesses to take any action until these requests appear in Meta. We attempted to be solution oriented and offered a gift card has an alternative option so no further action would be required on your end. 
  
  In the meantime, we reached out to Meta support for further assistance. During this period, you filed a BBB complaint and submitted a negative ****** Review. Meta said they are aware of the system limitation and are working to improve it. Currently, they do not have an expected completion date.
  
  Per Weston Table return policy, original shipping charges are non-refundable. We provided a discounted return label at-cost, which is normally deducted from the refund (if used). We acknowledge you used your own return label. Once you submitted the appeal via Meta as directed, we were able to refund your entire order (including the original shipping charge as a courtesy). 
  
  As a small business, we rely on honest feedback and we understand your experience was less than extraordinary. We appreciate your patience and apologize once again for the inconvenience. We hope you consider updating your ****** review to reflect the full refund that was issued and withdrawing your BBB complaint. 
  
  Cheers,
  Tess

  Customer response

  08/07/2023

  
  Better Business Bureau:
  
  Although their review of the interaction is detailed in their favor, they did refund the remaining amount due. I originally contacted Weston Table per their refund guidelines AND submitted a return through META prior to Weston Tables response. It was their warehouse that submitted the return incorrectly to META, withholding more than the quoted shipping which was not discounted. In fact it was double the original shipping charges for the return of the exact same package & contents. When contacted about the discount, they guaranteed it would be applied upon fulfilling the order, not as a gift card. So many misrepresentations. 

  Regards,
  
  ***************************

*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. ↩