I purchased 2 rockers from AtHome Mart on December 10, 2012 through Amazon. One was broken and i am still dealing with it.
On Decemeber 20, I wrote this message,
"I received the rockers today. I opened 1 and the back cushion is damaged. The wooden dowel was laying broken in the box."
On December 21 i received this response from Veronica,
"Im am so sorry about that, Can you look on your instruction guide and please verify the part number or part name for what you need me to send to you. I need to make sure I send you out the exact part you need. If it does not have a name or part number please take a picture of the instruction guide with the part you need circled and pointed out and email it to me. It take 5-7 business days for you to receive this part after ordering it."
I responded the same day and verified the part.
By January 7, I still had not received the replacement part and I contacted the company again.
I received this message in response.
"In order to request return approval can you email us pictures of damaged item?"
I was confused so I called the company and spoke with Veronica regarding our broken rocker. She apologized and said a part would be sent out that day. She said she was opening a box up and sending it directly instead of going through the manufacturer. We never received the part. This is the second time we were promised a new piece.
After i placed the Amazon A-Z guarantee claim, i received the replacement part in the mail. This part was ALSO damaged. I took pictures and requested a full refund.
The instructions I received from A-Z Claims department were these.
"Please mention the Return Merchandise Authorization (RMA) number provided by the seller along with the return address so that the seller may locate and process your refund immediately upon receiving the returned merchandise.We sympathize with your frustration regarding this order. Please understand that the A-to-z Guarantee covers only the cost of your order, and does not include reimbursement for other fees, including return costs."
I followed these directions. I spent over $20 to send the broken part back. Today I received this message,
"The seller states 'We have only received the backrest of the rocker . In order to issue a full refund we must receive the complete product back."
No one told me i needed to send "the complete product back". That would cost more than my refund. I would have declined to do so.
I called 951 685 2186 and spoke with Veronica again. She said there was nothing more she could do. She told me it was Amazon's fault for not communicating clearly. She said it was Coaster's fault for sending a broken part.
I asked to speak with her manager. She said he was not there but his name was Watson. She told me that talking to him would not help me. I told her that was not good business. She hung up on me and turned the phones off.
I called Watson at 951 214 8104 and also 951 332 8868. I asked to speak to Watson and the man asked my name and told me to hold. I was on hold for 5 minutes and then they hung up on me.
On April 3, I called and spoke with Watson. We had a long conversation. Once again, he hung up on me when I told him it wasn’t fair that I had to pay for their mistake.
This is what their website says in regards to defective products.
“In case the customer received item with missing or defective parts, customer must report to us via email at email@example.com or call 1866-444-1146 within 2 business days from the date that the package was delivered. AtHomeMart will send replacement parts via Ground delivery service only unless the customer purchase with the expedite shipping service. In case the customer decided not to take part replacement and would like to return the item only, the return policy will be applied.”
AtHomeMart is not taking responsibility for mistakes they have made. I have spent a considerable amount of time, energy and money on this. AtHomeMart hopes that most people will not do the same and they have more money to put in their pockets. In addition to helping me, i hope something will be done about a company that takes $ from customers, but does not provide them with anything in return.