Terrible terrible customer service! I was not satisfied with the pillows I bought from their website. Then I have to call them for the return authorization according to their return policy. They would charge 25% restocking fee and return shipping fee. I can understand the return shipping fee 'cause some vendors do charge that. But, excuse me, what is the restocking fee??? You cannot find it on their website, nor on the confirmation email (as their saleswoman told me to look for it on the confirmation email) None, ok!! And also she "explained" that the restocking fee was "actually" the shipping fee they sent to me. How can that call as "free shipping" as your website promoted??? From her way of speaking, she just cares about the profit of her company, not even think about their customer experiences. She said I need to call and ask the return policy before I make the order. So the return policy on your website is what, kind of decoration？Never gonna buy from them, never recommend it to friends!!!
3. At least restocking fee should be shown on your website or confirmation email (as she told me). However, this 25% cannot be found anywhere except the packing list when receive the package. Anyway, restocking fee, handling fee, shipping fee, you name it, the percentage !25%! is the way you do business?!
2. I did have $20 off of the order not because I am lucky, because every new customer has that. Plus, does it matter when I try to do the return?!
In our defense, we refunded the customer's restock fee in full...since they didn't understand. The policy is on our website....if items ship free, we deduct our initial shipping costs....which we call restocking fee. Most vendors do this like the customer stated.
Here is the logic:
1. I said it's common that some vendors do charge return shipping fee and I accept that.
American Country Home Store is a US Furniture Store based in Ames, Iowa. American Country Home Store is located at 327 Main St, Ames, IA 50010, USA.
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