This was undoubtedly the worst customer service I ever received from anyone! I keep trying to work…read morewith the owner as if we were both rational and honorable men, but the responses I get back are just baffling, like I'm talking to a 9 year old. You'll see what I mean...
I paid Soliemoves/Solierun for IKEA shopping and shipping services but have not been able to resolve a dispute with getting a refund due to my items being damaged, most likely in shipping, due to poor packaging. I requested the purchase and shipping of 9 magnet boards from IKEA Brooklyn, and at least 5 of them arrived in damaged condition. Not wanting Soliemoves to lose more money than necessary to fix this problem, I thought I was being considerate when I did not ask for replacements and only requested a partial refund in proportion to the number of items that were damaged. Soliemoves' owner agreed in writing to refund the cost of the damaged items and reimburse me for my additional expense to ship the damaged items back to him, but refused to refund any portion of the original shipping fee. Upon my insistance that it was unfair to pay for damaged goods, the owner continued to correspond with me in a very discourteous manner and even refused to honor prior written agreements to reimburse me for return shipping fees. Here is a transcript. You can judge for yourself.
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On Apr 12, 2012 5:36 PM, I wrote:
Please review the attached photos. You'll see that many of the corners of my magnet boards are cracked, chipped or otherwise damaged. Some are bent and warped. 5 out of the 9 SPONTAN magnet boards I ordered were damaged. I don't know if all the damage happened in shipping, but it looks like my products could have been packaged much more carefully.
Please let me know how you will provide proper restitution with a refund.
Steve H.
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On Apr 12, 2012, at 5:51 PM, Solie wrote:
Steve, ship them back to us, we will refund you.
Your mover,
Solie J.
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On Apr 13, 2012 5:47 AM, I wrote:
I could send back the damaged 5 next week. Please confirm you will reimburse me for the full amount of my return shipping costs.
Also, I'm left with less than half my order. I'll deal with having/not having the products on my own, but I also need at least a partial refund on the original shipping and packing fee. Please confirm this as well. I'd like exact dollar amounts to be clear.
Steve H.
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On Apr 14, 2012, at 6:18 PM, Solie wrote:
We'll refund the items and the return shipping.
Your mover,
Solie J.
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On Apr 14, 2012 6:22 PM, I wrote:
And how about a partial refund on the original packing and shipping fee? I only successfully received 4 out of 9 of my products undamaged.
Steve H.
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On Apr 14, 2012, at 6:28 PM, Solie wrote:
Sorry but we will not do a partial refund on the shipping.
Your mover,
Solie J.
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On Apr 14, 2012, at 6:46 PM, I wrote:
I really can't accept that answer. I paid you for a service, to properly pack and ship these items to me, and the result was a failure. I understand that mistakes happen and that you may do better next time, but I don't see how it is fair to make me pay for services improperly done.
I must insist you make this right with a partial refund of the shipping costs.
Steve H.
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On Apr 18, 2012 3:10 PM, I wrote:
How are you going to handle this?
Steve H.
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On Apr 18, 2012, at 4:05 PM, Solie wrote:
We sent our statement. You rejected it. We will now offer to refund the damaged items. You handle shipping.
Your mover,
Solie J.
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On Apr 18, 2012 4:15 PM, I wrote:
It sounds like, out of spite, you're revoking your original offer to cover the return shipping fee. Did I hear that right?
Steve H.
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On Apr 18, 2012, at 4:28 PM, Solie wrote:
There is no spite. You rejected an offer and asked for more. Then I made a counter offer.
Your mover,
Solie J.
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On Apr 18, 2012 4:33 PM, I wrote:
Are you accredited with the Better Business Bureau?
Steve H.
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On Apr 18, 2012, at 4:37 PM, Solie wrote:
Are you?
Your mover,
Solie J.
