ComplaintsforRod's Western Palace, Inc.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I specifically ordered a Dreamcatcher Quilted Bedding Collection of the price of USD$34.95 which was supposed to include a Quilted comforter for a king size bed and it clearly stated, to my knowledge a blanket not a sham pillowcase. Which, in my case was the item I received. Not to mention. Shipping and handling was USD$32.36!

  Business response

  03/03/2022

  **** - I looked at your order.  Your order was only for the Sham, not for the Quilt.  It looks like you ordered from the Collection page on our site.  You select each item that you want out of the collection and then add them to cart.  Only the sham was selected.  The King sized quilt is $129.95. You also selected 2-day express shipping and you would have seen the order total at checkout and in your order confirmation.  You are welcomed to return the sham but please note that we do not refund the outbound shipping charge. You can visit our returns page at www.rods.com/returns Thanks.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This business sent me an email advertising a buy two get one free Jean sale. I ordered 2 pairs to get one free. This back on August 5th. They claimed they were on back order and kept asking me if I wanted to cancel the order. Finally on November 22 they sent me an email saying they are back in stock and would ship in 7 to 10 days. I sent them an email asking what happened to my order. They are now saying they are back ordered and encouraged me to cancel the order. Order number is. **********. I can send email exchange.

  Business response

  12/15/2021

  The customer placed their order on 8/6 and the product was on backorder at that time.  They paid with PayPal but since we couldn't ship, nothing was charged.  Since it took a long time for Wrangler to ship (as we all know about the supply chain issues) the PayPal authorization has now expired and we can no longer capture payment with that authorization.  It looks like we emailed in November to inform the customer of this and advised that they can cancel their order or that we will cancel if we don't hear back.  We still do not have payment for the items so the customer needs to call in and provide another payment method or we can send an invoice via PayPal.  The customer has not paid anything at this point.

  Customer response

  12/15/2021

  I accept the business's response to resolve this complaint. In all of my communications with "Customer Service" they never informed me that I needed to provide another payment source only that I could cancel the order. I called their "Customer Service" today and gave them my card# to pay for the items. We shall see if they ship it. Thank your help in resolving this issue.
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hat that was too small, exchanged it promptly for the larger size. As per their exchange policy, there is no charge for exchanges. That includes return/exchange shipping, it’s supposedly free. I received the larger size as per the measurements on their website and it was way too large. This time I figured I was out of exchange options , so I requested a full refund. I sent back the hat right away, 3 days after receiving it. However, they took forever both times to process my exchange/returns. I have record of nearly 2 months in total of waiting. I even had to email them asking where my exchange was and received an oh sorry it’s been so long, it should go out some time soon. Many weeks later, instead of a refund, I get a gift card in the mail for $40. My original charge was $61.90 and I requested a refund. I did not request a gift card nor do I want to spend another penny with this business therefore I want a full refund! I’ve now been extremely inconvenienced, they don’t respond and say it’s past the 90 day return window yet they took nearly 60 days of processing time. How is that fair?

  Business response

  12/01/2021

  Ms. ********* originally ordered a hat from us on 6/14/2021.  This hat was returned to us and the return processed on 9/10/2021.  The customer requested an exchange for a different size.  The exchanged hat shipped on 9/28 (there was a delay for the exchanged item).  The customer then returned the exchanged item and we processed this return on 11/10/2021.  Since the customer then asked for a refund, we deducted the cost of the return label from the refunded amount as per our stated policy on discretionary returns.  We had already provided return shipping twice and free outbound shipping on the first exchanged item.  Our stated return/refund policy is for 90-days from purchase.  Since the refund was processed as a courtesy more than 90-days after the original purchase date of 6/14, the refunded amount is provided on a gift card.  Below is a link to our return and exchange policy. 

  https://www.rods.com/returns-exchanges

   

  Thanks.

   

  Phil Minix

  Executive Vice President

  Rod's Western Palace

   

  Customer response

  12/02/2021

  Their policy includes a $10 charge for refunds. I did not receive a refund.
  The original purchase was $61.90 yet they provided a gift card for $40. Their policy includes nothing in the event of a second exchange. The original hat was returned to them well within the 90 day time period. I contacted them prior to the second exchange and was told nothing of this gift card and over $10 penalty. I’m sorry, but their policy is not clear and they did not communicate properly and took much too long to process the first exchange and second gift card to which I did not request. I do not want this gift card, especially now. I have a very negative feeling of this business based on my experience. The policy was provided but includes nothing in the event of a second exchange which was approved by customer service and does nothing include any information regarding a gift card issued without a customers consent.
  
  Thank you,
  

  Business response

  12/02/2021

  I'm sorry that the customer does not like our response, but we stand by our answer.  The original purchase was 5 months before the final return and our policy is to accept returns and exchanges for 90 days from the original date of purchase.  So we accepted this 2nd return and request for a refund 2 months beyond our policy.  This is why a gift card was issued instead of a refund.  The $9.95 plus tax that was withheld from the refund was for the cost of the final return since a refund was requested.  We had already paid for one return and one re-ship.  Also, the customer stated that she returned the first purchase promptly, but she purchased in June and didn't return until September so I would not characterize that as a prompt return.

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