Return process needs to be easier
Purchase a set of panels for new home in September. My first error was not realizing they were coming from mainland China (which is why they were taking so long). I looked at the UPS tracking a couple weeks ago and saw they panels were still sitting in China. I contacted customer service and tried to explain the situation so they could intercept the order which had not left the mainland. The order was still sitting in the UPS shipping warehouse per the website tracking information. They said they would try to intercept it but said they couldn’t. The communications I received were encouraging me to open the package upon arrival and try them out because I may really like them. I kept explaining that I was not going to open the package at all and wanted to get UPS to return to sender. Anady Top informs me that there is no return label and that the return has to go to a completely different place than what is on the company's shipping label which UPS then tells me that does not qualify for 'return to sender' or 'package reject' and the price to return to a different location will be $200+. I had to argue for weeks with Anady Top over this and reminding them this was not a custom order. The package came in a tightly duct taped bag, not a box. It was very frustrating having to fight the extent that I did to return a package and fight to get a refund. I’m sure they’re a great company when you keep the panels but trying to return them is so not user friendly and the pushiness is why I’m giving it low marks. I’ve traveled and ordered items from all over the world and never have had this kind of experience. It’s frustrating and time consuming and not very easy. For this sole reason I would not recommend this company. They have assured me that now my monies will be refunded but that it may take a while and they have requested that I remove my bad reviews. Maybe they a decent place if you do indeed like the product upon receipt. Their return process still warrants a one star but as they have finally communicated that I will be refunded I will give it three stars (and the three starts is based on the company's return/refund procedure). I really do hope that they change that process to make it easier and more consumer friendly for future consumers. This might have just been a one off situation with me and I maybe that is indeed the case as they have many other great reviews.