To whom it may concern,
Let me first start out by saying that Dave’s Gourmet Albacore is a company based on both integrity and customer service. We gave a copy of our return policy to the customer and explained the procedures to them but the customer did not want to comply. This customer first called us and told us that he/she had received a box with dented cans and immediately started accusing us of shipping dented cans. Dave’s Gourmet Albacore does not release any dented cans to the public. If we find any can in our shop that has been damaged or dented we pull them right away. We use all dented cans for our own consumption in our deli. We then asked the condition of the box the cans came in. The customer replied, “When the box arrived (in perfect condition), and I opened it, I found 26 cans were dented.”
The customer told our representatives that we shipped out dented cans, which again this claim is false. Our representative might have used an unprofessional tone at this time which is uncalled for and we do apologize for. We have taken control of that matter and the employee is no longer with the company. All of our representatives we are currently employing are very professional and courteous. The customer also says, I was surprised at their tone, but calmly said, "Okay ... but nevertheless, they are dented."
This customer was never calm, and was yelling the whole time on the phone at our representatives. We then asked the customer what the box actually looked like. The customer described a box that we do not use here at our company. We then told the customer that it is possible that our box may have fallen apart in transport and UPS used another box to get the product to the customer. Larry, whom this customer says they spoke to, is also no longer with the company. We have contacted him VIA phone to verify this claim. He agrees that this customer was out of control and did not want to listen to any logic or reason.
The customer then goes on to say, "Whatever ... could you please just re-send the order?"
We do not resend any order till we have received the product back. We cannot replace anything without doing a full investigation into what has happened. We then told the customer when we receive the dented cans we will gladly replace the cost of shipping your box back, and the 26 dented cans. We explained to the customer that we would need to start a claim with UPS to get our loss back. Meaning if there are 26 dented cans and we can only sell them in our deli, UPS was responsible for damaging them. We also wanted the product and the box back so we can do a full investigation on what happened. The customer then said, “They said that I would have to ship the box back to them ... and, what stunned me was that they demanded I pay to ship it back. I'd already paid $20 to have the original box shipped to me, and now they wanted me to go to the hassle and expense of shipping the dented cans back to them.
This is not true; the customer would not listen to our representatives when they told them that Dave’s Albacore would replace the shipping cost and the dented products. The customer also said, “I told them they would have to pick the boxes up, and that we'd just leave it at that.”
That is not the return policy that the customer has received. We can only pick up the product if it is defective, or the wrong product. Please review our policy below:
Thank you for purchasing merchandise from Dave’s Gourmet Albacore. In the event that you might have to return the product to us, please review our return policy.
Returns:
Any return for a refund must be received within 30 days from the date purchased.
For product return, please contact our customer service department at [protected].
An RGA # (Returned Goods Authorization Number) will be issued for returns. The RGA# Will be valid for 45 days.
No returns on special orders, discontinued or closeout items.
All merchandise must be unused, in its original packaging and in saleable condition, except when defective.
For merchandise thought to be defective: the owner of the company will make a determination of defective goods.
Sales receipt should accompany all returns.
All returns should be returned to Dave’s Gourmet Albacore freight prepaid by purchaser.
All shipment costs will then get reviewed and or replaced at the time the return has been returned.
Restock Fee:
Merchandise returned between 45 and 90 days will be subject to a 15% restock fee, unless determined to be defective. Credit will not be allowed for merchandise returned after 90 days, except defective.
Shipment Inspection:
Please inspect all products upon receipt. Freight damage and or shipping errors must be reported to Dave’s Gourmet Albacore with in 15 days of receipt of goods. For certain common freight carrier you may be asked to deal directly with the carrier
The customer then hung up the phone and was irate. The customer then went to their credit card company and tried to put a stop on the payment. The credit card company called us to verify this and we argued and told them the customer still has not sent our product back. A refund was given to the customer by the credit card company by accident. We then called the credit card company and told them they refunded a customer and we still have not received the product back. The credit card company then charged the customer again not Dave’s Albacore. We cannot issue a refund and tell the customer to keep the product. You can ship the product back and get a refund, or a replacement. This is standard to most companies. The credit card company asked the customer if they could prove the product was sent back to Dave’s Albacore but the customer could not present this. That is why the customer was charged after being refunded. The customer then goes on to say, “It seems a convenient way for Dave's Albacore to not have to take a loss for their dented cans, i.e., ship them to customers (they can't sell them in their retail store) and then file a claim with the shipper.”
There is no proof behind this statement. We do use dented cans for ourselves in our deli here in Santa Cruz. The customer then goes on to say, “A reputable company would have (in my opinion) picked up the box and immediately re-shipped my order.”
We only do this if it is our mistake, a wrong product or defective product. Otherwise all other cases get reviewed and fully investigated. We are a reputable company and there is no evidence claiming otherwise. The customer also goes on to say, “I have had good experiences with companies such as Sephora, Pottery Barn, etc., where they make things easy and convenient for the customer (they would never ask a customer to do the paper work and pay the money to ship back damaged goods!)”
This statement is also not true, we have offered to the customer to return the cost of shipping after we receive the product. Also we do the claim through UPS not the customer. The customer also says, “I guess I forgot that not all online businesses are as sophisticated.”
This is an uncalled for comment and is aimed towards slander, this is being reviewed. Lastly we are the best canned seafood cannery on the West Coast and always stand behind our product and principles.
Thank you, Crew @ Dave’s Albacore.
