I purchased $2700 of hardwoods at Carpet Liquidators, in person, not on-line. It was suggested to me that I put a deposit down early to prevent a sell-out of the product that I wanted. And it was further recommended that extra square footage be purchased, since they promote a seemingly generous policy to buy-bay any unopened boxes. The initial phases of the transaction were conducted smoothly.
Due to a variety of delays in my renovation, my contractor was hesitant to place the flooring for several weeks. When we returned the unopend boxes, the general manager refused my shipment, saying that I had exceeded the 30-day limit for refunds, from the date of my initial deposit. This was the first I had heard of this policy. Although the invoice clearly states that refund info is available on-line, there was no need for me to review their website, as I was an "in person" customer, aside from the fact that I had asked previously about the buy-back policy, without their ever mentioning this critical piece of info. The manager refused to provide a full refund to me, offering only $150 for $500 of unused flooring. Then, he offered an in-store credit, which was an insult.
I realize policies must be followed, but, under the circumstances, and the lack of communication involved, I feel that my transaction was conducted unfairly and deceptively. Renovations are extremely disconcerting, to say the least, without having to deal with issues such as this.
RESPONSE FROM Carpet Liquidators:
The return and refund policies are posted online and on the wall behind the Sales Team desk for all to see. These policies are in place to protect our future customers by not selling them products out of our possession for more then 30 days. Due to the fact that your renovation had a variety of delays and we appreciated your business, we tried to offer a solution to the problem. We thought offering you a in-store credit for the product was generous.