Lush Lawn

As previously discussed, the customer’s husband told us that they were returning the refrigerator because it was too large and they needed a smaller unit The customer herself states in her complaint that at the time of delivery they “measured the fridge and assumed it would not fit.” This makes the issue of inside delivery a moot point In any case, at no point during the quoting and sales process, when the customer was exchanging emails and phone calls with our sales representative, did the customer request or mention her expectation that the refrigerator be carried inside by the delivery company The first time that she communicated this expectation was after she had already refused delivery of the refrigerator It seems that if the customer’s desire was to keep the refrigerator that she ordered and we delivered, she would have contacted us about having the refrigerator redelivered from the freight terminal, this time with inside delivery, rather than sending it back to the manufacturer’s warehouse and contacting us after the fact to request that we quote a smaller unit We have already accommodated the customer by waiving the $restocking fee that would normally have applied to the return We have only charged the customer the exact shipping charges that the manufacturer has billed to us These charges are not refundable as the terms of the sales agreement were fulfilled by delivering the product that the customer ordered in new and undamaged condition It was the customer’s choice to return the item All other funds originally charged to the customer for the purchase of the refrigerator have been refunded

Dvorson’s makes customer service and satisfaction a top priority. We have been selling and shipping restaurant and kitchen equipment all over the world for more than years and when a customer decides to return an item, we make every attempt to reasonably accommodate the customer and reduce
associated costsThis case was no different so we regret that the customer felt they had to file a complaint
The customer originally contacted us to inquire about purchasing a refrigerator and microwave oven. After discussing the size and features that the customer was looking for, our salesperson prepared a quote and emailed it to the customer along with a specification sheet for each item, detailing the size and features of the refrigerator and microwave oven. (A copy of this email is attached.) After receiving this quote, the customer called back to say that they would like to purchase the refrigerator and microwave oven. We told the customer that the refrigerator would be delivered directly from the manufacturer by a freight carrier, who would contact her to set up a delivery appointment, and the microwave oven would be delivered via UPS Ground. Once the items shipped, we provided the customer with the UPS tracking number so she could see the progress of the shipment as well as the delivery date. (Please see attached email with UPS tracking information.)
On the day that delivery of the refrigerator was attempted, we were informed by the freight carrier that the customer had refused delivery of the shipment. Shortly after receiving that news, the customer’s husband contacted us to inform us that his wife had ordered the wrong size refrigerator, that it was too large to move into the space where they intended to locate it and then asked us to quote a smaller refrigerator. The manufacturers that we represent normally charge a restocking fee of 15% to 25% for the return of equipment that is not damaged or defective in some way. In addition, the customer is responsible for the freight charges if the return is not due to defective or damaged merchandise. Because of our commitment to customer service, we appealed to the manufacturer to reduce or eliminate the restocking fee for this customer’s return. Based on our excellent relationship with them, the manufacturer agreed to do so. We refunded to the customer the purchase price of the refrigerator less only the actual shipping costs as verified by the manufacturer. (Please see our email exchange with the manufacturer re: restocking fee and shipping charges.)
Although the customer maintains that she refused delivery of the refrigerator because the driver would not bring it inside and is therefore protesting having to pay the shipping charges for the returned refrigerator, we believe this is disingenuous given what her husband conveyed about her mistake in ordering the wrong size. In addition, the customer never mentioned during the quoting and sales process her desire for an inside delivery. The standard for freight carrier delivery of equipment is curbside delivery. Inside delivery requires a special request and incurs additional feesThe customer did not contact us at the time of delivery, or ask the shipping company to do so, to request that the delivery company bring the refrigerator inside. Neither did she request redelivery of the refrigerator, this time with inside delivery. She only contacted us to complain about the lack of inside delivery after refusing the refrigerator and then inquired about a smaller refrigerator. (See attached email correspondence between the customer and the salesperson regarding a quote for a smaller unit than was originally purchased.) We believe the real reason for her refusal of the shipment is that she realized after the refrigerator had already shipped that it was too large so did not want to accept it. The customer was fully informed during the quoting process of the dimensions of the refrigerator. We therefore believe that we resolved this return in a way that was fair and reasonable
Regarding the customer’s complaint about the UPS delivery of the microwave oven, we regret that the customer was troubled by the item being left at the front door though this is a common UPS practice. With standard UPS Ground shipping the sender has no control over when the item will be delivered and it is up to the discretion of the driver as to whether they will leave a package on a doorstep or knock/ring to see if someone is present. UPS does not contact customers prior to delivering items. This is why we provided the customer with a UPS tracking number so they could track the progress of the shipment and know when to anticipate its delivery. The microwave oven was delivered and received by the customer without issue in new and undamaged condition

Complaint: ***I am rejecting this response because:Sincerely,*** ***

As previously discussed, the customer’s husband told us that they were returning the refrigerator because it was too large and they needed a smaller unit.  The customer herself states in her complaint that at the time of delivery they “measured the fridge and assumed it would not fit.”  This makes the issue of inside delivery a moot point.  In any case, at no point during the quoting and sales process, when the customer was exchanging emails and phone calls with our sales representative, did the customer request or mention her expectation that the refrigerator be carried inside by the delivery company.  The first time that she communicated this expectation was after she had already refused delivery of the refrigerator.  It seems that if the customer’s desire was to keep the refrigerator that she ordered and we delivered, she would have contacted us about having the refrigerator redelivered from the freight terminal, this time with inside delivery, rather than sending it back to the manufacturer’s warehouse and contacting us after the fact to request that we quote a smaller unit.  We have already accommodated the customer by waiving the $339.25 restocking fee that would normally have applied to the return.  We have only charged the customer the exact shipping charges that the manufacturer has billed to us.  These charges are not refundable as the terms of the sales agreement were fulfilled by delivering the product that the customer ordered in new and undamaged condition.  It was the customer’s choice to return the item.  All other funds originally charged to the customer for the purchase of the refrigerator have been refunded.