Complaints

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a "Water Wand Filter Cleaner" which was defective upon arrival (it leaked at every seam). I only contacted the company because in the return instructions they wanted my credit card (CC) information included in the return package (I did not want to include all of my CC information due to the possibility of fraud) and I clearly stated I wanted a REFUND in the first email, the company response was: "This is a common problem and it is in the connection. There is actually a video about it from the MFG, which I cannot locate now, but will fwd to you Wed." I did not wish to repair something that was BRAND NEW; therefore, I returned the item and did not receive a complete refund as the companies return policy states. I received a refund for the product itself and after complaining they returned half of the return shipping. The return policy as stated on the website is as follows: "CNY Tubs DOES NOT pay for shipping on returns UNLESS the item was defective when it arrived." In the email response, there was no mention of them sending me a label to return the product, when I emailed and clearly asked for a REFUND, only a response telling me this was a common problem and I should fix it myself. Also, it is not stated anywhere that I have to contact the company prior to retuning the item. It seems as though if that were the case, they would state it in the return policy. After receiving an email telling me to fix a NEW product, I followed the return instructions on the website and shipped it back. I did not receive a full refund and I contacted them again and stated I was contacting BBB then they emailed me the following: “If it was defective, and you contacted me, I would have sent you a label for its return, and you would have a full refund. If you were patient enough to wait for my timely one day response, you would also have a working product and be satisfied. Your choice. This conversation will be uploaded to the BBB as well to show your errors, if you thought this WAS defective, why would you spend YOUR money to return it ??” The item was clearly defective upon arrival, the definition of “Defective” according to Mariam Webster is: “something that is imperfect in form, structure, or FUNCTION”. I spent my money because I thought that was the return process. They say I was impatient; I just returned a defective product as per their instructions. I did contact YOU and asked for a REFUND for the product and YOU responded with: "This is a common problem and it is in the connection. There is actually a video about it from the MFG, which I cannot locate now, but will fwd to you Wed." There is no mention of a return label in YOUR response? Therefore, I returned the item with the assumption that the company would pay the shipping as stated in THEIR return policy. The actual cost of return shipping was $6.00 not $5.00 as stated by the company (I have the receipt) and I payed $8.00 for the item to be shipped to me which was not returned. It’s not a lot of money; however, it the principal at this point. The return instructions are listed below: Payment, Shipping & Return Policies Payment Methods: CNY Tubs Accepts Visa, Master Card, Discover, Diner's Club, JCB and Paypal Shipping: FREE Ground Freight (in the Contenental US only) with a purchase of $65.00. Second Day Air shipping is available at an additional charge. International Shipping: International orders MUST go UPS, and freight charges will be quoted as necessary on an order by order basis to protect your delivery across borders. Please email us at info(at)cnytubs.com BEFORE you order if you need to have your items shipped internationally. Sales Tax: 8% for New York State residents Returns: 20% restock fee on filters, jets, heaters and special order parts. NO returns of chemicals. NO returns after 30 days. NO returns on wood products. Items must be returned in original packaging and in "as new" condition. CNY Tubs DOES NOT pay for shipping on returns UNLESS the item was defective when it arrived. Electronics, heater elements and complete heater assemblies carry a one-year manufacturers warranty, which will be assessed and honored by the maker. It is recommended by CNY Tubs that a qualified service person install such item. It is the responsibility of buyer to return item for review, which may take up to 30 days Please see the email chain below: Sent: Thursday, June 15, 2023 11:20 PM To: S***** ******** Subject: Re: Water Wand Return I will put all emails in my complaint From: ****** ******** Sent: Thursday, June 8, 2023 11:16 PM To: ******* **** Subject: Re: Water Wand Return If it was defective, and you contacted me, I would have sent you a label for its return, and you would have a full refund. If you were patient enough to wait for my timely one day response, you would also have a working product and be satisfied. Your choice. This conversation will be uploaded to the BBB as well to show your errors, if you thought this WAS defective, why would you spend YOUR money to return it ?? ****** ********  Sent: Thursday, June 15, 2023 10:55 PM To: S***** ******** Subject: Re: Water Wand Return There is no policy that states I have to consult you prior to returning the product. Also, I shouldn’t have to repair a new product. I will be contacting BBB and report you for not following your own return policy. On Jun 15, 2023, at 10:31 PM, S***** ******** wrote: Hello - So you had returned item without any consultation. I replied to your email within 1 day to explain it was not defective and you had already mailed it back here. It is perfectly fine, and will be re-sold. Actual freight cost to you was $5.00 so I can refund another $3. to be fair. Stefan Brownell Sent: Thursday, June 15, 2023 1:11 PM To: S***** ******** Subject: RE: Water Wand Return I recently purchased “Water Wand Filter Cleaner “and returned it because it leaked. According to your return policy, “CNY Tubs DOES NOT pay for shipping on returns UNLESS the item was defective when it arrived”, which it was. You should pay the shipping which was $8.00 to ship it to me and $6.00 to return it to you. You only refunded $18.50; therefore, I’m still owed $14.00. Please respond. ******* **** From: Stefan Brownell Sent: Thursday, June 8, 2023 10:50 PM To: ******* **** Subject: Re: Water Wand Return OK ? will refund then. ****** ********  Sent: Tuesday, June 6, 2023 9:02 PM To: S***** ******** Subject: Re: Water Wand Return I have already sent it back for a refund. On Jun 6, 2023, at 8:57 PM, S***** ******** wrote: Hello ******* - this is a common problem and it is in the connection. There is actually a video about it from the MFG, which I cannot locate now, but will fwd to you Wed Sent: Tuesday, June 6, 2023 9:48 AM To: S***** ******** Subject: Water Wand Return Good morning, I ordered and received a "Water Wand" on 06/05/23 and it leaks on every seam and around the on-off switch, I would like a refund. Order number - ***** Name - ******* **** Address - *** *** *** *** ******* **, 37690 Phone - ************ Credit Card (Last Four) - XXXX (Is it required to provide the entire CC number? I don't want to email it or write it down on the paper to be placed in the return package due to the possibility of fraud. V/r ******* ****

  Business response

  06/19/2023

  In reading this person's complaint details, he has answered my response by posting our email threads. Primarily, he did not adhere to our return policy, secondly my response to him initially within 24 hours was to explain to him the issue with the product which was easily remedied but he had already mailed the item back ? He was refunded full purchase price, as well as a portion of freight paid to reflect actual postage expenses.

  Customer response

  06/20/2023

  The item was clearly defective and the company did not follow there own return policy.

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