Reply from Point Supplies Inc.Feb 13, 2020
This customer contacted us on the delivery date 11th of December and advised us that a part is broken, our policy is that defected or damaged items are returned to us so that we can return those to the manufacturer and claim money back, however, the customer advised that he wants the damaged part to be resent, against our policy, and just to provide the best customer service we contacted the manufacturer of that item and sent them the pictures provided by customer and requested the manufacturer to ship the damaged part directly to customer, however, manufacturer sent wrong part, nothing to do with us. Afterwards, we requested the customer to adhere with our policy and send the whole item back to us, we also advised the customer that we would reimburse the return shipping costs etc and once received, we can either resent the new item or refund whatever is convenient for the customer. This email was sent on 19th December. Strangely customer refused to send back the item given the reason that he wouldn't want to be without this item and asked us that we ship the replacement first and once received by the customer then he would return the item. This is not acceptable as a business for us and against our return policy. This also, suggests that customer is using the product on a regular basis hence reluctant to send back, however, on 23rd December we again sent an email apologising for the inconvenience caused to the customer and advised that we couldn't ship the replacement unless we receive the item back. Customer didn't respond to us for 23 DAYS. Once the closing window of 30 days had been passed on 11th January customer responded on 14th January asking for the deadline of return which we advised has passed now. As the customer has written, if he was facing difficulties for a short trip to post office from 23rd of December till 11th of January he could've informed us with the situation and we would've done something on our end i.e. extending the return window or something like that. Once we have closed the return on our end then there is nothing we can do about it.
People don't look what they've done wrong and try to put blame on the others. Trust Pilot should take actions against these type of reviews and remove these who mislead other honest customers.
