Business ProfileforRubber B, LLC

Dear Reader,

We have not acted dishonestly, unethically, nor nephariously. This customer does not like the Return Policy that we have used for over a decade, and he is exacting revenge on various online platforms such as the BBB among others. Below are the complete details, which have been documented in timestamped emails and admins:

The customer purchased a watch strap from our website. During checkout, the Terms and Conditions box was checked in order to proceed with purchase. Our Return Policy has not changed in 11 years. It is very clear, straightforward, and common (nothing unusual).

The order shipped out the same day as placed (a cardinal rule of our company so customers can begin enjoying their straps as soon as possible), and the customer was provided a live *** tracking number as well. 

Upon receipt of delivery, he contacted us to request a return and was provided the ** that same business day. In the email ** we tell the customer up-front that the $20 Return Fee and Outbound shipping cost will be deducted from the credit amount. We also provide a link to the Return Policy with these details.

Upon receipt of this customer's strap return, we provided the refund back to his credit card the same business day, respectfully. Unlike other e-commerce companies, we honor and admire our customers and provide them with immediate attention, which is why you see no other complaints here on the BBB during our decade registered. 

We can understand any frustration regarding the Return Fee:  This fee is not a punishment or a profit mechanism. It just covers credit card fees and brand packaging losses. The Return Fee is only in place because banks are charging ridiculous fees to merchants when customers purchase AND also additional fees when customers make returns - basically double-tapping merchants for every transaction in each direction. None of those fees are refunded to the merchant. Big-box giants such as Amazon and similar can absorb endless fees when customers wish to return and have created this expectation across the board from online customers. However, we have no room to do so. As a niche company selling only one type of product (versus large-box online stores we have all become accustomed to), return costs absolutely cannot be absorbed on behalf of the customer. ******************** is a small brand, providing the highest quality straps from the top Swiss factory (where most luxury watch brands manufacture their OEM straps and price them at 2x to 4x higher than ours just because of their name). In order to meet the needs of as many customers as possible inclusively, RB has always provided our products as low priced as possible for over a decade. This depletes margins for free returns.

We understand that people need to be able to make returns, and we provide the fastest return process possible, as every customer has witnessed first-hand. But we cannot cover the costs associated with them, and we do apologize for any inconvenience this may cause. But we have done nothing wrong.

Thank you for your understanding and have a wonderful day.

Rubber B Customer Care