Complaints

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a trailer window from this company via Amazon based on their inaccurate online description. The window specifications were off and the window does not fit. I attempted to return it for a refund (resonable resolution given their description caused the misfit). The response I received was not only poor customer service, but they admitted failure in manufacturing standards. So, they admit their error and yet refuse to refund the amount I paid or receive a return on this item?

  Business response

  06/22/2022

      This customer ordered this 15 X 24 Vertical slide RV Window on Monday, March 21st, 2022 through Amazon and According to the *** tracking number the Customer received the window on Thursday, March 24th at 4:25pm at the front door. 

          Amazon clearly states on their products listed, the customer is eligible for a refund or replacement within 30 days of receipt. And After that 30 days it is up, it is up to the seller ( which is us ) to accept or deny the return and then give a refund depending on the condition of the item and if it was returned in the same condition as it was sold to them. Therefore, any damage or attempted installation would make this item non-refundable. With the gentleman being an Amazon customer he should have known there was a 30 return policy so that meant he had to check to see if he got what he ordered, And he did!! He got exactly what he ordered.  And he also received the window in a very timely manner. The order was boxed up at 8:37 AM on the 22nd and was shipped from the *** facility in ******** at 9:23 PM the same day. The window was then delivered to ************** at 4:25 PM 2 days later.

          On June 3rd, 2022 the customer then contacted us via Amazon saying " I ordered this item and just now am installing it..."  This was clearly after the 30 day return policy and not by 1 or 2 days after,  it was over 2 months later that he contacted us,  and according to his statement in his message the item had been installed. If the customer had contacted us within the 30 days and had not installed this window we would have gladly given him a refund or sent a replacement. With this all being said I do not see why we should have to refund this widow due to the Customer's negligence. When as you can see this gentleman clearly had plenty of time to see if this window was what he ordered and see if it was going to work for his needs. I do not believe we have done anything incorrect and  do not deserve a blemish on our rating with the BBB.  I believe the customer is upset because he waited too long to see if this window was going to work, and therefore wants us to be responsible for his mistake. 

  Attached is a copy of the original order from March 21st and the message we received on June 3rd

  Customer response

  06/22/2022

   
  Complaint: 17424824
  
  I am rejecting this response because: the seller is clearly a very rude person with no sense of customer service. I explained in the original communication that I was a few days late in getting in touch because the window came while I was out of the country. The issue is their misleading and inaccurate marketing information on the Amazon website versus the actual product. The discrepancy made it imopossible for me to install the window and their response was they had no control over their production quality to ensure the actual product measured the same as the opening they said it wouild fit. I have since bought a new one from another vendor and installed it into the opening I cut to their measurements and then could not fit the window without cutting steel tubular framing. I guess they are just awful people and will get away with this behavior as long as they can. They know I am not going to their state to file small claims court documents. i do see, however, their behaviors have warranted a warning from Fakespot. So i am certain it is only a matter of time...

   

  Oh, and the BBB ethics would seem questionable as well... since you all ave them as an A rating... and the only two customer feedback responses on you site are both highly negative. Two very unhappy people means many, many more... and there are NO positive customer reviews.
  
  Sincerely,
  
  *********************

*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. ↩