Mark
Bait and Switch site: Inferior Generics shipped instead of Brand name item advertised
II ordered Philips Sonicare DiamondClean brush heads from WristWatchStraps.co based on the product description and photos shown on their website. What I received was not Philips Sonicare DiamondClean. Instead, I received poorly made generic brush heads labeled “Sonic.” They were not the branded product that I ordered and believed I was purchasing. I contacted customer service twice and gave them the opportunity to either refund my purchase or simply send me the Philips Sonicare DiamondClean brush heads that were advertised and pictured on their website. They refused to do either. Instead, I was told I could return the generic brush heads but would be charged a 30% restocking fee. In my view, charging a customer a 30% restocking fee to return merchandise that is materially different from what was advertised and ordered is completely unacceptable. I consider this a bait-and-switch situation: I ordered a specific name-brand product and received a generic substitute. After being unable to resolve the matter directly with the company, I filed a formal complaint and disputed the charge with my credit card company. Based on my experience, I would strongly caution prospective customers to verify exactly what they are purchasing from WristWatchStraps.co and what they will actually receive. What was pictured on their site: