Sales returns policy

Cspybe ↓

Mon, Jul 08 2024, 7:25 pm

I'm wondering what other people's thoughts are. I placed an online order for a few items of clothing on a frum website. The clothing was well reduced and I was so happy they had all four sizes for my kids on sale, as I couldn't afford it at the start of the season. A week after I placed the order, I got an email saying that the order was packed up and will be shipped (fair enough, I'm sure sale season is busy).

I live outside the USA and couldn't afford the exorbitant international shipping fees so had it shipped to my brother who traveled to me for a simcha and brought it to me. It came just on time and I was so happy. I Opened the package and was so disappointed that two of the items is stuff I ordered and the other two are similar substitutes. They're not the same. Yes they're similar, but I don't like them, and I wanted the same for all my kids.

I messaged the store on Whatsapp and they said they can't do anything, it's sale now and they don't accept returns. They don't understand why I'm not happy with the replacement.

I wish they'd have gotten in touch when they saw that what I ordered was sold out. I'd have cancelled the whole lot and asked for a refund and purchased something else elsewhere. Am I overreacting? I was so happy I could finally afford something I loved.

kenz

Mon, Jul 08 2024, 7:28 pm

You’re right. They should not have substituted without your approval unless it clearly said they would do that in the event something was out of stock. On the other hand, when it’s final sale they don’t usually allow you to cancel even if they don’t have one of the items; then they would just send what they have. At least here you have something close to it. But I do empathize, it would bother me too.

Ema of 5 ↓

Mon, Jul 08 2024, 7:28 pm

Was there an option to replace with something similar if an item was out of stock? Or is that written somewhere in the fine print? If not, it’s not right for them to replace it without asking you first, and they should take it back, sale or not, because it’s not what you ordered.

↑ Cspybe ↓

Mon, Jul 08 2024, 7:30 pm

kenz wrote:

I checked the website over again. No word about substitutions.
And I understand that final sale doesn't allow cancellations but if it's because they are missing a size that was listed as in stock and it's clearly a set for siblings?

Amelia Bedelia

Mon, Jul 08 2024, 7:33 pm

Cspybe wrote:

You are 100% right. Definitely not overreacting. They should have reached out to you offering the option to cancel.

↑ Cspybe ↓

Mon, Jul 08 2024, 7:33 pm

Ema of 5 wrote:

I keep checking the website but can't see any such policy anywhere. And even if they would agree to take it back, I'd have to find a way to send it back to them from Israel. I'm disappointed that they didn't get in touch when they realized they didn't stick what I ordered.

↑ Ema of 5 ↓

Mon, Jul 08 2024, 7:34 pm

Cspybe wrote:

If it’s not written anywhere that they can substitute, and they didn’t reach out to you in any way to ask about substitutions, then they should take it back. It doesn’t matter if it’s marching for siblings or completely separate items. If they replaced without asking you first, then they should take it back.

↑ Ema of 5 ↓

Mon, Jul 08 2024, 7:38 pm

Cspybe wrote:

That’s a different story. Would you ask them if they can split the cost of shipping with you?

↑ Ema of 5

Mon, Jul 08 2024, 7:44 pm

Cspybe wrote:

They don't want to take it back altogether

I guess your only options are to sell it and not have outfits for everyone, or keep it and not have matching for everyone. It won’t get you very far to know that you are right in this case :-(

↑ Cspybe ↓

Mon, Jul 08 2024, 7:50 pm

ra_mom wrote:

I hate substitutions. Even from the supermarket.

They can not make you pay for these items. And if they do, you can reach out to your credit card company.

But return shipping is on you.

Return shipping is on me if it was their mistake ?
Ive never disputed any charge from a frum business and won't do it now either. I'll just count it as a loss, just bad luck.

↑ Cspybe ↓

Mon, Jul 08 2024, 7:50 pm

Ema of 5 wrote:

I guess your only options are to sell it and not have outfits for everyone, or keep it and not have matching for everyone. It won’t get you very far to know that you are right in this case :-(

You're right Sad

Thank you for listening

groovy1224

Mon, Jul 08 2024, 7:54 pm

Cspybe wrote:

Return shipping is on me if it was their mistake ?
Ive never disputed any charge from a frum business and won't do it now either. I'll just count it as a loss, just bad luck.

I do know stores that have the policy that if some of your items are out of stock, they will ship you the rest of your order. Which might be frustrating if someone was ordering matching things but okay that's the policy.

It does not make sense though for them to substitute without asking and then force you to pay for it. I don't think I've ever disputed a charge before (besides fraudulent activity) but for this I might.

Sewsew_mom

Mon, Jul 08 2024, 8:11 pm

Um no. Just no.
I think there is a legal issue with sending the wrong item and making a customer pay for it or send it back. Pretry sure it's illegal.
So honestly I would tell them they are stealing and they need to credit you back your money. They are 100% wrong.

And also.. Jewish stores when they aren't run with honesty suck.

That's not OK.

↑ ra_mom

Mon, Jul 08 2024, 8:49 pm

Cspybe wrote:

Return shipping is on me if it was their mistake ?
Ive never disputed any charge from a frum business and won't do it now either. I'll just count it as a loss, just bad luck.

They didn't ship it to Israel and do not have to pay to ship it back from Israel. Sad

jewjew85

Mon, Jul 08 2024, 9:46 pm

They should have just refunded what they didn’t have and ship what they do. They don’t have to ask you if you wanted to cancel the whole order if it’s not matching / that is not their problem. However they shouldn’t have just sent other items. I would ask a shaila if you can dispute the charge

yiddishmom

Mon, Jul 08 2024, 10:25 pm

I would give them a heads up that I will dispute the charge with CC if they don't resolve.
And I do think that they have to deal with the international shipping, because they should have reached out to you prior to sending out the replacement to check if you want it.
As a side, when I have something shipped to a different address, I'll have the recipient open the package to double check. Especially if it's international.

Good luck,!