Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sunday, March 31, 2024, I entered the bookstore to return a book that I had purchased the Thursday before. Merchant did not honor their return policy. The employees were rude even spraying some kind of perfume my way. When I was at the store, I spoke with the person in charge over the phone. He threatened me saying that I would be denied service if I continued with my request. He even said that he was recording the conversation, which I request to be used as proof of his unprofessional behavior.I am requesting a full refund and a written apology from the owner.The employees had been helpful and polite when I had spent over $300 the two times before. But they were rude and ganged up on me the moment that I asked for a refund, for a book I have no use for, that is priced at $14.99 plus tax.I am requesting a refund for the $14.99 plus tax, plus $255 for a round trip cab drive, my time and trouble, in addition to the written apology signed by the owner/person in charge of the policies, and all the employees.Thank you.Transaction #******** Dated Thursday, March 28, 2024

  Business response

  01/02/2025

  Response to Customer Experience Information (ID# *********
  
  
  Dear ******* *********,
  
  
  Thank you for reaching out regarding your experience at Namaste Bookshop. I appreciate the opportunity to address your concerns.
  
  
  Upon careful review of your case, I would like to provide the following clarification:
  1.Return Policy:
  As stated clearly in our policy, returns or exchanges are only accepted within 3 days from the date of purchase, provided the item is in new and salable condition. The book in question was purchased on Thursday, March 28, 2024, and brought to our attention for return on Sunday, March 31, 2024. At that time, the return window had already closed. Furthermore, the books binding was not intact, making it ineligible for return under our policy. Despite this, an exchange was offered as a courtesy at the time, which you declined.
  2.Interaction in Store:
  I am confident that my staff conducted themselves professionally during their interaction with you. While we understand that you were unhappy with the resolution offered, I do not believe the actions of my staff were inappropriate or unprofessional. Additionally, during your visit, you threatened us and stated that you would find a way to cost us more money if your demands were not met.
  3.Desired Settlement:
  As the book did not meet the conditions of our return policybeing both outside the return window and not in new conditionand considering the extended timeframe since your purchase, we will not be offering a refund, exchange, or any additional compensation.
  
  
  We value our customers and uphold our policies to ensure fairness and consistency. While we regret that we cannot fulfill your request, we remain committed to providing excellent service to all our patrons.
  
  
  Thank you for your understanding.
  
  
  Sincerely,
  Namaste Bookshop
  Customer Relations Team
  

  Customer response

  01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Legally within three days doesn't count the day that it was purchased.  Merchant is breaking the Law by counting the current day when it was purchased as the first day, which is not the case.  First day most be counted as 24 hours from the time of purchase.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

  Business response

  01/06/2025

  Follow-Up Response to BBB Complaint ID# ********
  
  
  Dear ******* *********,
  
  
  Thank you for your follow-up message. We appreciate the opportunity to address your concerns and clarify our position.
  
  
  At the time of your visit in March 2024, although the book was outside of our return policy window and its binding was not intact, we still offered you an exchange as a gesture of goodwill. This offer was declined. It has now been nearly 10 months since this interaction, making the matter well beyond the bounds of our return and exchange policy.
  
  
  Additionally, during your visit, our staff encountered rude behavior and received threats from you to cost our business additional money if your demands were not met. Despite this, our team remained professional and made every effort to address your concerns within the framework of our policies.
  
  
  Given the extended time that has passed, the condition of the book, and the previous offer of an exchange, which was declined, we are unable to provide a refund, exchange, or any additional compensation.
  
  
  We regret that this resolution does not meet your expectations, but we stand by our policies and the actions of our staff, who worked diligently to assist you at the time of the incident.
  
  
  Thank you for your understanding, and we wish you the best.
  
  
  Sincerely,
  Namaste Bookshop
  

  Customer response

  01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Dear Namaste **************** Representative,

  Thank you for your response.  For your clarification, I didn't threatened your staff.  I merely stated the truth, that not complying to my request, was going to inquire a greater expense for your business.  Which as you can see it has happened, because you had invested the time and resources of a team member to answer the BBB inquiry.  Furthermore, since the book was in perfect condition and within the parameters allowed by Law, I had the right for a refund.  Specially when I had no need to purchase anything else from your store that day.  Since your staff didn't comply with my request, I am still under Law with the rights to receive a refund.  As you can see from the pictures taken today, the book remains in perfect saleable condition.  I never used it. 

  I was never rude to your staff.  I was simply upset that after more of a decade of being your loyal customer, spending thousands of dollars in your shop, you would not have the courtesy to refund] a $15 book.

  My request for a full refund remains.

  Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩