LegacyhandcraftReviews of legacyhandcraft.com

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

Response from LegacyhandcraftMay 9, 2023

Hi Deanne, Thanks for taking the time to let us know about your frustrations. I had a chance to look into your order and see that the maple color was not what you were looking for. I see that your return was received and processed. I did just contact you this morning to make sure that you got our previous email about the one set of shelves being damaged during return shipping. We issued a full refund for the set of 24" x 7" shelves and a 50% refund for the 48" x 7" shelves that were returned damaged. We did not add any fees. A refund of approximately 67% of your original order cost was issued to you. When a product is returned damaged, we are unfortunately not able to process a full refund. This information is provided in our return policy information on our website. We do, however, provide all of the information and images necessary for you to be able to file a claim with the return shipping carrier, which will allow you to recoup the rest of your refund. This process is quick and simple and can be done online in just a couple of minutes. Typically, the carriers approve the claims within a matter of days and you will receive the check directly from them for the damages. I completely understand how frustrating this can be, but please know that we are doing everything possible to make sure that you have all of the information necessary to get your money back. You were refunded fully for the set that was not damaged and a partial refund of 50% was issued for the set that was damaged. If you have any questions or need any assistance with the process of filing a claim, please don't hesitate to reach out. Our team is always available to help! Take care, Kristi