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I feel cheated

As many of you know I enjoy decorating rubber cockroaches for found art. I have had difficulty finding the same shape one's for sale but found one site and I was soooooooo happy. They are exactly the shape I need for my free art so I ordered 60 of the little suckers.

Well, what you see is NOT what I GOT. They sent me this.

NOT what was advertized on their website.
I can't use these.
So I send them an email, since they claim to care about their customers, with pictures and an explanation, and a question as to whether they have the one's advertized on their website.
I get this.

"if you are not satisfied with them you are more then welcome to send them back and your full purchase price will be refunded."

That's it. No sorry, no explanation, nada.
You know a little sweetness can go a LONG way to helping calm a customers irritation but curt indifference has another effect.
I feel I was misled into buying their product based on their advertized image and now I have to pay priority mail to ship them back in order to get my refund.
I will not be refunded the shipping costs (they haven't stated they would do so)
So for just under $20 I have NOTHING to show for it.

Is there a law that states an image of a product for sale should be the one that is sent?
Should it be incumbent on the customer to cover the shipping costs for an item they did not order?????????
What would YOU do?


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Comments

Sheree Rensel said…
This is so WEIRD!!! I LOVE rubber cockroaches too! I have them glued all over my office. They even surround my computer monitor. They are the good kind in your first pic. They are super weird down here because the rubber ones look exactly like the Palmetto bugs (huge cockroaches) we have done here in Florida. I give them away at school and the kids love them.
I wish I could help you with a supplier. I bought a gross of them years ago. I am down to my last dozen. I will have to buy more soon. If I find a good place to get them, I will let you know. Also, you are right. Great customer service is the top of my priority list when buying stuff. Unfortunately, it is all too rare these days!
Sheree
7:52 AM
Lana Gramlich said…
If you paid by credit card, you can lodge a complaint with them & have them investigate. They may even refund your money (without you having to ret'n the items.) Sorry this happened to you. Seems there's a scam around every corner. Even for rubber roaches.
2:41 PM
Undaunted said…
I'm the same, I get so wound up when customer service is poor. I think it's because when I worked I always served the public in one way or another and customer service was so important in every job. I took pride in giving each customer the best service I could. But now, just as Sheree says, it's so rare to find that kind of service anywhere.

I would definitely look into your rights in this case. We get free legal advice with our home insurance, but I'm sure the answer must be somewhere out there on the web. I complained to a company once about a food item that wasn't how it was shown on the box, and the company refunded me more than the cost of the item even though I hadn't returned it (it was a frozen item). On the other hand, with another company I really had to kick up a fuss after I found a piece of painted wood in a cereal bar! They were just going to give me a voucher for their own food items! I wrote back and said you must be joking!

At the very least they should pay for your postage. Maybe write to them explaining that you want them to do that and why?
7:51 PM
jafabrit said…
LOL sheree I am glad I am not the only one who likes rubber cockroaches, but not just any cockroach.

I am wondering Lana if they thought a cockroach is just a cockroach and just tossed any old bugger in there, who cares what the pic on the website shows, eh!.

I will wait and see undaunted. I have sent two emails asking if they will reimburse shipping costs and have had no response. It is the principle of the thing and as such I will follow through.
4:56 AM
Virgil Hervey said…
I prefer little plastic frogs. But if they didn't send the kind I like, I'd be in the same boat as you. I get mine at Deals over in Beavercreek or at Dollar Tree. Can't say if they have rubber cockroaches, but I will look the next time I go.
6:41 AM
jafabrit said…
No,they don't have them virgil, but thanks. I checked foys and several local places. That specific shape is not easy to find and my regular online supplier has been out of stock for almost a year. Hence my excitement at finding these one's that I DID NOT GET.
6:45 AM
Judith HeartSong said…
Carefully choose a smallish sized box and take the box with you while you get in your car. Drive to the nearest dairy farm and request a fresh and steaming pile of cow poop that will fill said box just so. Carefully tape and address said box to the roach company and remind your mail carrier to mind the fragile stickers......

Noooooo...... did I say that out loud????

Call customer service and demand to speak to an owner or manager and tell them they are practicing false advertising and you are calling the Better Business Bureau unless they come up with a speedy solution to your predicament.
5:56 PM
Judith HeartSong said…
Carefully choose a smallish sized box and take the box with you while you get in your car. Drive to the nearest dairy farm and request a fresh and steaming pile of cow poop that will fill said box just so. Carefully tape and address said box to the roach company and remind your mail carrier to mind the fragile stickers......

Noooooo...... did I say that out loud????

Call customer service and demand to speak to an owner or manager and tell them they are practicing false advertising and you are calling the Better Business Bureau unless they come up with a speedy solution to your predicament.
5:56 PM
zooms said…
Some years ago, on Christmas Eve, we were living in a little room behind a shop, which the proprietor decided to spray at midnight, before retiring. The escaping cockroaches, exactly like the ones you are after, rained down on us, for hours. Strange how it never occurred to me to decorate them, could have hung them from the tree.
Belated Season's Greetings to you x
11:27 AM
jafabrit said…
yak zooms. We had that happen texas, although we would be warned. I prefer the rubber one's eh!

all the best and thanks for dropping by.
11:44 AM
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