Very poor customer service.
I ordered a product and the color was lighter than what I referenced on the website. I inquired about an exchange and was told they don't do exchanges just returns. I have not even removed it from the box. So I just figured I would reorder the darker color. Then I was informed (by Raina) that a 25% restocking fee would be applied. I pushed back as I really was hoping to do bigger business with this company and I expressed that in my communication. I go through hundreds of yards of this particular product and wasn't happy with whom I have been working with. After being told no, they came back with 15% restocking fee. I couldn't understand because I wanted to place a larger order and was clear I would pay for the return shipping...The excuse I then received (by Gabe - a mgr. ) was as follows - "we are a small business and cannot afford to do so in a no-cost capacity." I thought I was using a credit and spending plus... how was that a no cost transaction? They were charging me 43.00 dollars to place back on a shelf? As a small business, the prospect or loss of doing a larger business is worth $43 ? ... then I received a further warning, "Additionally, please be advised that if you choose to send back the product without the RMA form included, it will not result in a refund beyond the product cost minus the restocking fee as discussed " - obviously the "MGR" hadn't reviewed the situation because one had already been issued. I agreed and then requested the contact of the Mgr. above or the owner, being a small business I figured this wouldn't be an issue...Then this "Unfortunately, I do not have any contact info for anyone higher in the org at this time. " The org? I thought this was a small business, shouldn't be too difficult, right? ... I was going to see if something could be worked out if I placed the larger order first...anyway, It didn't go any further. A loss for both sides... hope the $43.00 dollars keeps you in business. So disappointed. Edward DeBarr Soft goods mgr. Universal Studios- NBCUNI