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Need your opinion on a case: returning a purchased item
Ok so I'll try to make this story short and simple.
1. On October 21st, I bought an item off an internet shop for listed price of CAD $358.68 with a coupon offer of "Free UPS shipping". The purchanse invoice listed as below:
Item no.: RB-Ltr_02 $358.68
Neb Coupor : $0
Sub total : CAD $358.68
Shipping : Free
GST : CAD $17.93
Total : CAD $376.61
2. I've read and aware of their return policy, they have stated info regarding shipping cost on their website as follow:
"For products with shipping included, shipping will be charged to cover the original shipping fee. You must also cover the cost of returning the product. Shipping fees will be refunded only if the return is a result of our error."
3. Unfortunately, this product didn't work as intended, so I've went thru their return procedure of re-packaging the product and so on so on. I've sent them an email confirming the return claim and all of a sudden they said I will be charge with the original $50 shipping cost. Here is what they've said in the replied email:
As mentioned in the below email: For products with shipping included, shipping will be charged to cover the original shipping fee.
The shipping was included with the purchase of the unit had you decided to keep it. Unfortunately, XXX is not responsible for this shipping anymore since you have decided to return it. In the case of a litter-robot, we will refund you the price of the unit minus $50 for the original shipping.
3. So then here is the problem, I don't mind paying the return shipping cost as a customer, but where did that $50 coming from all of a sudden? I've looked thru all the order confirmation email, purchase invoice, shipping document on the package, everywhere, there is no where on these documents clearly notify or indicate the actual cost of the original shipping. The $50 shipping fee claim is such a surprize to me as a customer, as being told to be liable for a "free" shipping instead of an "included" shipping is somewhat confusing. I asked them to provide a prove of a $50 shipping fee of the original charge, and they replied as follow:
It is impossible for us to indicate the exact amount for the actual incurred shipping cost since it depends on the location of the customer. In your case this shipping is $50 which will be removed from the total price of the litter-robot. It is unfortunate that you had not correctly read our return policy before purchasing the unit.
We appologize for any inconvenience but, there is unfortunately nothing we can do.
4. So what I got from this message? does that mean the listed price of $358.68 included the shipping cost to it? If there was a shipping cost initially, why didn't they list it in the invoice separately so the customer is aware of this "included" fee? If the coupon promotion is about "free" shipping, then why is it an "included" in the purchase price? What if they decided that they estimated the shipping cost initially was $100 instead, with no prove of such cost, am I still be liable of this charge? I guess I cannot make any more argument if they have issued a valid invoice such as:
Item no.: RB-Ltr_02 $358.68
Neb Coupor (promotion): - $50
Sub total : CAD $358.68
Shipping: $50
GST : CAD $17.93
Total : CAD $376.61
各位LYK你地覺得點哩？
我同佢理論果 $50 shipping 錢係唔係我唔 arm 哩？ 佢冇列明 shipping cost 又之後求其話係 $50 又可唔可以哩？
請指教指教~ |
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發表於 2009-12-9 14:57
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