ComplaintsforGT Sales Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/15/24, I purchased a "***** Self-Closing Hinge 1754 5/8" 4" x 4" 426r r7189" from GT Doors & Locks. The order ID is: #*****. This hinge cost $18.82, with $15.04 shipping. Upon receipt, I noticed I bought the wrong color hinge. On 1/19/24, if asked if I could return this hinge and order the correct one, as there is no return policy on the website. *************************, the owner of this business, replied: "Send it back, and order the correct one. I will give you credit for the hinge when I receive the return, thanks *****". I returned the hinge on 1/22/24. On 1/27/24, I asked ************** if he had received the item. On 1/28/24, he replied as follows: "Are you ordering the correct hinge? Credit will process tomorrow. Thanks *****". I waited for the refund to come on the 29th, and checked for it all week. I wanted to wait for the $18.82 before I ordered the correct hinge. On 2/3/24, I asked about the refund, as I still didn't have one (there wasn't one on the 29th as he had promised). There was no reply. Later that same day, I saw a refund for $15.06. I was confused, as I had paid $18.84 for the hinge, and $15.06 was closer to the shipping cost of $15.04. I emailed ************** on 2/5/24 about this discrepancy, and he replied: "Less restocking charge, thanks *****". That same day, I responded: "When I emailed you, lamenting about my mistake, you said nothing about a restocking charge." He responded: "You never ordered the correct hinge." First he claims there is a re-stocking charge, which he never mentioned previously, nor is it anywhere on the website or in my paperwork that came with the hinge. Then, he changes the reason to - never ordering the correct hinge. No customer is going to purchase the next item without a full refund of original item.I realize this is a difference of just $3.76, but it is rightfully my money, and I expect it to be returned. ************** has stopped responding to my emails to resolve this.

  Business response

  02/28/2024

  ****************************************************************

  TERMS & CONDITIONS
  1) No returns after 30 days
  2) Return of items other than above will be subject to a 25% restocking charge, and shipping charge will not be refunded. If Factory Order, restocking fee will be subject to the charge of the manufacturer.
  3) Products will be subject to inspection before credit is issued.  If products have been installed and then returned, credit will not be issued.  If products returned are damaged in any way, credit will not be issued.
  4) NO RETURNS OR CREDITS ON SPECIAL ORDERS.

  See #2 customer had to agree to this in order to place order.

  Customer response

  02/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will say that I was well within the 30 days return policy when I tried reaching out to this business. I find it very disappointing that they chose to stop communicating with me rather than explain where there return policy could be found that indicated the restocking fee. The whole process with BBB could have been avoided. I was going to place another order with this company for the correct part, but I am not willing to do business with a place that is so unprofessional. 

  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩