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“Not satisfied with defective item policy”

Written on: 25/05/2013

I recently ordered several items from One of the items arrived defective with many large stains on it and tears in the fabric. I contacted the the company about the defective item and was told that I could receive a replacement if the same item was still in stock and only after the defective item was returned.The original item I purchased is no longer in stock and I found an identical item in a different color, however I was told by a customer service representative that I could not exchange the defective item for this. The first email I received from stated that I could return the item using the free returns shipping label. Then I received an email stating that there is not a free return shipping option. My only option now is to return the defective item at my expense and as the email I received stated "If the Warehouse has confirmed that a faulty item has been sent we will refund the postage you’ve paid". Customers should not have to incur any additional costs for defective items that are received. I've paid for an item that I cannot use because it was sent to me in damaged condition, and my only option is to pay an additional cost to send it back for inspection and then receive a refund. In my opinion that is poor customer service.

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