TorchStar Reviews (%countItem)
TorchStar Rating
Address: 18689 Arenth Ave, City of Industry, California, United States, 91748-1302
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Company refuses to discuss the option of a refund for a product purchased and never delivered. Initial agent did not have authority to discuss a refund prior to the return of the package which never made my possession but is in the possession of the carrier. A manager was requested and I was informed she is in a meeting, then she joined my call but did not offer any alternatives or further assistance.
Product_Or_Service: TORCHSTAR LED Clamp Desk Lamp, Dimmable Eye-friend
Order_Number: XXXXXXXXXXXXX
Refund A consumer has to pay for a product well in advance of having possession, in this case never having in my possession, I feel that Torchstar should issue a refund regardless of the package's current location. All carrier tracking shows it is in transit by the carrier back to the seller.
This customer's order was placed on 6/27/20 through Walmart website. We shipped this order in a package with USPS shipping service to the following address on June 30, 2020. The tracking number for this order is XXXXXXXXXXXXXXXXXXXXXX. Below is the tracking link, which shows the package was delivered to the customer on July 8, 2020 at 6:00 pm. The USPS carrier left the package at the front door or porch.
Tracking link: https://tools.usps.com/go/TrackConfirmAction.action?tLabels=XXXXXXXXXXXXXXXXXXXXXX
The customer address:
***
*** W *** UNIT ***
*** XXXXX-XXXX
We received a call from this customer on July 7, 2020 about the issue. At that moment, USPS tracking shows the package was pending on delivery. We provided suggestions to the customer but he was angry and refused to listen to us. We told the customer that USPS will try to deliver the package to him again. He refused to wait so we suggest him to reject the package so we can issue a refund through Walmart to him once we receive the returned package. However, he didn't satisfied with our solution and requested to talk with our manager. Unfortunately, our manager wasn't in the office that day so we provided him an email address that he can contact with her directly about the issue but he refused it.
Now the tracking shows delivered so this order is completed. Also, we do explain the situation and provided solutions to the customer. If the customer still not receive the order, he can contact his local post office for investigation. We can open a USPS investigate case on his behalf. If he thinks the package is stolen, he can contact policy to investigate it as well.
Attached screenshots of the tracking information of his package and the order details on our shipping system for your reference. Please let us know if you need further information. Thanks!
(The consumer indicated he/she DID NOT accept the response from the business.)
On July 6, you can see the delivery attempt "failed" as there was no access to the building - this does not make sense as the USPS has a master key and delivers mail to this building regularly. This tracking update was then followed the same day by a shipment back to Alamo, GA. When contacting Walmart.com, they suggested contacting TorchStar Corp to receive a refund as the shipment was appearing to be shipping back to the sender. On the phone with Torchstar, they agreed this shipment appears to be on its way back and they are happy to issue a refund once the product arrives. This is the reason of the complaint, if I never had possession, I don't think waiting for the shipment to be returned to the warehouse applies, it's not as if I am returning it after so there is a concern I keep the product while also asking for a refund. Over the phone I asked simply if the product gets lost in transit, what would be the next step and the support person mentioned they would issue a refund. So it is clear they can and will issue a refund once a shipment is lost or stolen, but in this case, they did not want to extend that option to me who never received the refund. I asked for an escalation and was told the manager was in another meeting, I asked for a different manager and was told there isn't one, I asked to wait on the line until the manager was available and so eventually the manager arrived and offered no further assistance. This is why I came to Revdex.com to express my concerns as a business to have better practices. I contacted Walmart.com again the next morning and received a refund as TorchStart was refusing to work with me. Then I ended up also receiving the product so I contacted Walmart.com on instructions to ship it back as I no longer wanted it and received the refund and Walmart.com refused the return and asked me to keep the product even though I received the refund. TorchStar has room for improvement on their handling of this issue.
According to the customer response. He got the product form us and a refund from Walmart. I'm not sure what he still needs through this case. We have nothing can offer to the customer further.
(The consumer indicated he/she DID NOT accept the response from the business.)
This business offered no solution and continues to acknowledge their poor practice and lack of customer service. In addition I expect more from Revdex.com to weigh in besides facilitate a conversation between a consumer and a business.