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Aventuron からの回答

2023年1月3日

Wahoo products are listed as "available for local pickup" and stated as such. As such, it is a custom ordered item for in-store pickup. That said, in communication with you we agreed to ship the bike via freight to you. However, freight shipments take time to arrange. At the time you requested to cancel your order the item had already been scheduled and picked up by the freight company. We informed you of this and stated the order would be canceled per your request less the cost of the freight shipment. We actually refunded you for the entire amount and did not reduce the refund by the amount of the freight shipment. You received a full refund and now that custom ordered item that should have been for local pickup only is sitting in our warehouse. Check your order confirmation as it shows local pickup. We felt we went above and beyond for you on this.

Aventuron からの回答

2023年1月3日 に更新

The customer ordered two items from us:

1x Garmin Silicone Cases (Edge 530) for $19.99
1x Garmin USB Charging Port Cover (Sport PRO) for $4.99

Because the total order was less than $100 it was not eligible for free shipping, so a shipping charge of $9.99 was applied.

$2.36 for tax was also charged.

Customer thought the Garmin USB Charging Port Cover (Sport PRO) that he ordered was for the Edge 530. It is not and clearly states it is for the Sport PRO in not just the title of the product, but the description of the product. https://aventuron.com/products/garmin-usb-charging-port-cover-sport-pro

We offered for the customer to return the Garmin USB Charging Port Cover (Sport PRO) to us per our return policy (https://aventuron.com/pages/returns-refunds-policy) he would just need to send it back to us un-used and in the original packaging and we would refund back the $4.99 he paid. Alternatively, he could also send back both items and be refunded the total price he paid including tax, but excluding the $9.99 outbound shipping charge (because we shipped the item).

Customer was unwilling to do this and demanded we refund him $9.99 or he would dispute with paypal, blast us on social media (we'd had to block him on facebook), file a complain on BBB and leave bad reviews of us anywhere he could.

Bottom line, customer placed an order for two items, one of which was the wrong item and he acknowledged he ordered the wrong item. He's unhappy he made a mistake and also has buyer's remorse of buying the branded Garmin case instead of a non-branded case from Amazon. We have agreed to take either item or both items back on return, however customer does not want to send these back to us and demands a $9.99 refund...for what? We did everything correct and got him what he ordered. The customer made a mistake and of the two items ordered, he ordered one item incorrectly. We have agreed to take the item back on return if he sends it back to us, however he does not agree to this and demands we refund $9.99 for the mistake he made.

We have acted professionally and respectfully. We realize mistakes happen and customer made a mistake when ordering because he thought he was ordering something else. We did ship the correct items he ordered and have agreed to take any items back on return if he sends them back.

I have not been condescending or rude, simply have stated facts and referred to our return policy. The customer continues to post comments, reviews, etc that are not accurate and leave out details and truth.

I am sorry you made a mistake when ordering Ryan. I've made mistakes in my life too, luckily this one only cost you $4.99 and if you send it back to us we'd refund the $4.99 and you'd only be out the return postage. The skus of the items we sent to you match the skus of the items you ordered, so we did not send any wrong items.

Update: customer attempted to file a PayPal dispute which was lost as PayPal sided with us based on facts/documentation. Customer sent back items to return and we have refunded them.

Aventuron からの回答

2021年12月9日

We apologize for the issues we had regarding the price of the item you purchased. We have had to cancel your order and refund your purchase yesterday because of an error with pricing on our site. We are sorry you don't accept our reasoning - if you need clarification of how the price ended up being erroneously advertised, we are happy to explain it to you in further detail.

We would have loved to get you this product, but we reserve the right to cancel any order here on our terms of service: https://aventuron.com/pages/terms-of-service

Aventuron からの回答

2021年6月25日

Just like many other retailers we do have dropship relationships with certain vendors. In this case, Engel which is the manufacturer of the cooler you ordered, all items dropship. The reason for this is because the margin is not great to begin with and as such, it's not possible to pay for inbound shipping and then also pay for outbound shipping (since we offer free shipping on orders $50+). The inventory feed from Engel is essentially non-existent at the moment and with supply chain issues there are definitely gaps in inventory. If you were open to another color within the model range there would have been possible alternatives. We aplogize for the inconvenience of this order, but please note we do also make mention on the product page that the item ships direct from Engel and may have delays...

Aventuron からの回答

2020年6月12日

We've already been in communication via email regarding this and it's disappointing to see you leave such a review when the error was on your end and not a reflection of us whatsoever.

The item you purchased was the following: https://aventuron.com/products/strider-14x-sport-balance-bike-blue

Product title: Strider 14x Sport Balance Bike - Blue
Price: $149.99

This is what we shipped to you and was delivered.

As noted in the very first sentence of the product's description, "Are you looking for this bike with the pedal kit? Check it out here for package savings: Strider 14x with Pedal Kit". Within that sentence is a link to the following product which is the Strider 14x with Pedal Kit: https://aventuron.com/products/strider-14x-sport-balance-bike-with-pedal-kit-blue

Product title: Strider 14x Sport Balance Bike with Pedal Kit Blue
Price: $189.99

Not only is it noted in the title if the bike is just the bike or comes with the pedal kit, it is also reflected in the images of the product.

At the time of your order (and currently) the bike with pedal kit is on a backorder for 4-6 weeks (which is why it appears soldout on our website).

There is a pedal kit that can be purchased separately for $49.99, however that is also on a backorder for 4-6 weeks (which is why it appears soldout on our website).

https://aventuron.com/products/strider-pedal-kit-for-14x-bike

If I was able to provide a screenshot of your order here for others to see I would because as listed on your order, you purchased:

Strider 14x Sport Balance Bike - Blue for $149.99

You did not purchase the Strider 14x Sport Balance Bike with Pedal Kit Blue for $189.99

We are sorry that you made this error and very disappointed you would leave such a review to reflect poorly on us when the error was on your part. We delivered to you what you purchased. We would help you get the pedal kit for this bike (after paying $49.99...heck we'd even discount it so you only would end up paying $189.99), however as mentioned it's on a backorder for 4-6 weeks so at this current time we are not able to get it to you.