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For some reason we never received the original notice on this complaint We would have responded immediately.The customer made this purchase on ***.com from a listing of a product we sell through the [redacted] marketplace The [redacted] system takes product listings from numerous sellers and based on the manufacturer, part number and upc code matches similar items together There is however a flaw in this method if one or more of the sellers provides incorrect information or sells an item in a multi pack That is what has happened in this case Another seller is selling this item as a case of while we are selling it as a single item We are NOT selling this as a case of and never have Our price includes shipping and due to limitations in the [redacted] system when more than quantity is purchased it simply multiples out the total cost so qty purchases can end up being very high We also do not sell anything under $on the [redacted] web site due to high costs in low dollar amount orders Therefore lower price items do have a higher price listing [redacted] is aware of these issues and this same thing is happening with a lot of their sellers What does happen when the customer adds the item to the basket on ***, is it shows the specific sellers product information at which point this customer would have seen that it was a single bottle not a case Granted this could be easy to miss but it is shown Based on the price it also doesn't make sense that it would be a case of bottles and granted it is high for single bottles with the explanation above of why that is The customer did contact [redacted] about this order and they contacted us We responded within hours and explained that the order sent to us by [redacted] was for bottles only and that is what we shipped The customer is certainly welcome to return the product for a full refund and we will have [redacted] pay for the return label and shipping as this was their error not ours We can not obviously ship out more bottles to the customers since that is not what the customer paid for nor the order we received from *** We will send the customer another email outlining the return process and instructions and have [redacted] issue a return label We have brought up this type of issue with [redacted] multiple times and offered multiple suggestions on how to prevent this type of situation but to date they have not acted on those suggestions We will also be forwarding this complaint to our [redacted] account manager to again stress to them that these type of situations and flaws in the product grouping methodology cause customer service issues which we constantly strive to eliminate and/or ensure we handle promptly

We have carefully reviewed the circumstances surrounding this complaint and we did email the customer directly once we received the complaint to tell them we would fully investigate it.The customer purchased the item from us via the [redacted] web site The item was shipped out by a freight (***) courier due to its weight and size which requires an appointment to be set with the customer for deliveryWe were initially told that the shipment was returned to us because the customer refused it That was not correct after investigating this The freight company ( [redacted] ) made multiple attempts to contact the customer to arrange delivery but was unsuccessful and therefore they returned the item to us Storage fees can also apply if a customer does not respond within a few days of initial contact if the item isn't returned to us.As we had to pay for the shipping costs both outbound and inbound and this was not any error on our part, we deducted those shipping costs from the refund The shipping companies will only make so many attempts to arrange delivery with a customer

Again this order can not be cancelled as it already shipped The order is still waiting at the [redacted] terminal in Birmingham AL for delivery to be arranged The customer is going to start incurring storage charges if they don't make delivery arrangements soon [redacted] can't cancel an order If they wish to refuse the order they still need to call [redacted] to do that, we can not do that on their behalf If that happens then a refund will be issued once the item is returned back to our warehouse minus all shipping fees and 20% restock fee as per our posted policies No one is trying to wait days Either refuse the order or accept delivery, those are your options Those are the same options that have been communicated many times already.We are not in any way at fault on this now delayed delivery (it wasn't delayed originally) as the customer did not provide correct contact information and has not followed our instructions for delivery

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The return policy was not provided in a manner easy to locate at the time of purchase or delivery There was no direct link to the return policy during checkout or on the invoice When the product was delivered it came with no paperwork at all, let alone anything referring to a return policy In my experience, online vendors provide a link with checkout and/or on the invoice ( [redacted] , [redacted] , etc.) to their return policy to ensure that the buyer knows the proper procedures to follow.The fact that there is a link somewhere on the Customer Service page to returns is not sufficient notice of a thirty day policy when there is nothing provided to me that references that, gives a link to it, or even just states it We began trying to return the product on June 10, days outside the day window that we didn't know existed It took until the 19th to figure out who to contact and get a response of any kind Contrary to what was stated by the seller, the link did not work When I clicked it I was taken to a page that said the link had been disabled It was not simply slow.I am not aware that days is a standard return policy, and I don't think most consumers are When I make an online purchase, I review the return policy that is provided to me either at checkout before I buy or the notice delivered with the product of I need to return it, to become aware of each business's specific policy Consumers are not expected 1) assume a specific time or 2) be expected to go hunt down a policy if one is not provided on any documentation that came with the product Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Whether the return policy is in an obscure location on the website is irrelevant Most if not all other web retailers I deal with provide a link at the time of purchase and with the delivery of the product so that the consumer has proper notification of the policy Additionally, since the links didn't work and the name of the company is different than the name on the website, it would be ridiculous to expect a buyer to go to that website to check the return policy before they even purchase an item or at the time of purchase Trying to push all of this off on [redacted] is also irrelevant We attempted to make the return through [redacted] before going through the trouble of trying to figure out who the company even was, let alone their return policies, but were informed that [redacted] is simply a third party broker, much like [redacted] The policies which [redacted] has on their page are 1) not applicable to other sellers, and 2) also not linked to in an obvious manner at the time of purchaseAgain, as stated, I am not aware of a "standard" return time It is possible there is one, but that is not something that is common knowledge unless you are working in the online sales field The timeline of our purchase is as follows: April 29- order is made There is no return policy in an obvious location at any time during the checkout process or in the confirmation email.May 5- order is received in a box with no return address label and no paperwork insideJune 9- After school is out, we attempt to use the product and discover it will not fit with our table.June 10- We attempt to return the product through [redacted] and are told that they are just the broker Returns must be made directly with the seller We are referred to the information on our email The link does not work when I try it for more information or for the seller's email Admittedly, this is a [redacted] issue, but is included to show the difficulty we have had in identifying and communicating with seller.June 19- I do an internet search to find the name and contact information for the seller, and send an email to request information on how to make a return.Until June 19, I didn't even know the name or website of the actual seller I could not have looked up their return policy even if I thought I should Since no policy was included with order or delivery, I did not know that there would be a short time limit on the return Regards, [redacted] ***

Ms. [redacted] had been a student in our Bachelor of Science of Health Care Administration program. She successfully completed her first semester of the program but then withdrew within the first week of class of her second semester. Ms. [redacted] did not have a clear understanding that her...

outstanding account balance reflected her charges for her completed first semester. Our Student Accounts Manager, Francine M[redacted], spoke with Ms. [redacted] again today and clarified what her account charges were. If you require any additional information about this complaint, please do not hesitate to reach out to me directly. Kindest regards, Deb