Eric E.
I ordered shelves from this company in…
I ordered shelves from this company in March. The cost was $300. When I received the shelves, due to the size and weight they would not work for my project. I requested a return label and learned that the company doesn't have paid return shipping. I paid $75 to return the shelves in the original, unopened packaging. When the company received the package, they indicated the shelves were damaged and refunded $150. So at this point, I have spent $225 for shelves that I have never seen in person. The company should refund the full purchase price or return the shelves to me that are damaged at no additional cost. If you buy from this company, you should consider all sales as final.
Response from LegacyhandcraftMay 9, 2023
Hi again Eric, I was just notified that you left a second review for your order. You mentioned in your previous review that we sent you the incorrect shelves, but I see you have updated that here to reflect that they just didn't work for your space. I appreciate that clarification very much. As I explained in our previous communication, we always provide free shipping to the customer, but unfortunately we are not able to cover return shipping when a customer changes their mind about their purchase. That is a pretty typical policy for online sellers, and one of the reasons that we have all measurements and weights available on our site. We understand that it can be expensive to ship the shelves back, so we do our best to provide all of that information ahead of time so that our customers can make an intelligent purchase. We do have a clear Shipping and Returns policy page that provides the return policy information, along with strongly advising that customers insure the shelves when shipping them back. This may seem like a prediction, however, it's just a heads up based on years of experiences like this. Shipping carriers are, unfortunately, not very gentle with packages. While we spend a lot of time and effort trying to protect the shelves during shipping, we know that some of that protection breaks down if the shelves got tossed around on the way to you, so to make sure that our customers don't lose any money, we provide a recommendation that would allow you to avoid that. When your shelves were returned to us, we contacted you immediately and provided pictures and all information necessary for you to open a claim with UPS. We also offered to keep the shelves in our warehouse for UPS inspection for 30 days. We did not hear from you or UPS regarding that claim. If you would have provided a label, we would have been happy to do that. As it's been almost two months since we received your return, that is no longer an option. While I appreciate your opinion, I'm uncertain why the shipping carrier would not be held responsible for their actions of damaging the shelves. I hope you were able to find what you were looking for for your project. Take care, Kristi