T A.
Terrible business
To return a tiny piece of door hardware they want to charge $85 for shipping on top of a 30% restocking fee. Plenty of other businesses out there to accomplish whatever door hardware thing you’re trying to do so don’t give this company your business.
Response from Pocket Door SuperstoreMar 9, 2021
Hi Tricia, Thank you for your feedback. Unfortunately we had initially misread the email and believed you wanted to send a large item back and although the terms are indeed that we charge a 30% restocking fee (which would have been $85 in TOTAL, not on top of 30%) and this is to protect ourselves against the high shipping charges we incur as we offer free shipping on such large items. We soon replied once we'd realized our mistake and offered for you to send it back for a full refund less $30 to cover shipping although you didn't take up our offer. It is worth noting that there is no legal requirement in the US for any business to accept returned goods which are not faulty although we'd prefer to give our customers the option and this is clearly outlined in the Terms on our website. Of course it is entirely your choice where you purchase from along with the terms that you agree to when purchasing and I guess we're thankful that our other feedback speaks volumes. We're not as large as Home Depot etc. and cannot afford to take large hits each time a customer changes their mind although we are as accommodating as possible as our feedback will also show. If you wish to take our offer and send the item back, we'd happily still give the refund. Apologies for any distress caused.