To pay or not to pay, that is the question.

Brock0019 · Feb 15, 2019

So let’s say you order a product, said product come with a “free” piece of equipment with the purchase. Yay, incentive to buy!
Original product is defective after many attempts to correct the issue, there is no change. A refund is requested and is issued.....BUT......with that refund they charge you for the “free” item you got with the original purchase.

Is this right? Should you have to pay for the free item?

Neo Jeo · Feb 15, 2019

I think you should send the free item back if they dont want it back then it should stay free..

CMD2213 · Feb 15, 2019

If free item is charged they should have a return label paid for to send it back as well.

Brock0019 · Feb 15, 2019

CMD2213 said:
If free item is charged they should have a return label paid for to send it back as well.

Say this free item and this all started in November...free item was used in place of an old item that was sold.

CMD2213 · Feb 15, 2019

Brock0019 said:
Say this free item and this all started in November...free item was used in place of an old item that was sold.

If it's worth the charge then keep it but that's how any add on freebie goes. It's never free if main product/item is refunded. If it's not worth the cost then I'd send it back and buy the one I wanted originally from a more reliable vendor.

Brock0019 · Feb 15, 2019

CMD2213 said:
If it's worth the charge then keep it but that's how any add on freebie goes. It's never free if main product/item is refunded. If it's not worth the cost then I'd send it back and buy the one I wanted originally from a more reliable vendor.

Sad part is it can’t be sent back, cause it’s not “new in box”. Truly blows cause I’d never have gotten this item otherwise

CMD2213 · Feb 15, 2019

You can go through you credit card and dispute it
It came as a bundle should go back as a bundle.

Brock0019 · Feb 15, 2019

CMD2213 said:
You can go through you credit card and dispute it
It came as a bundle should go back as a bundle.

That’s the difficult part. As it shows “0.00” for price on the receipt.

lolgranny · Feb 15, 2019

Why wouldn’t we all just order this product then send it back and keep the free one? Of course you’re going to be charged for it.

CMD2213 · Feb 15, 2019

But if you actually attempt to resolve whatever the matter is and it cant be done a refund along with full return should be possible.

sharpimage · Feb 15, 2019

Vendor is out of luck. They can have it back. If its open, tough. Your credit card will take your side every time

Brock0019 · Feb 15, 2019

lolgranny said:
Why wouldn’t we all just order this product then send it back and keep the free one? Of course you’re going to be charged for it.

If we all had 4400$ to spend...then that vendor would be pretty happy.

Biokabe · Feb 15, 2019

Not in the industry, but I do work as a wholesaler of physical goods...

And if we sold someone an item, and included an additional item for free, then that additional item is free, no ifs, ands, or buts. If the item you paid for is defective and we couldn't or wouldn't make it right, then that's on us. We should have ensured that we weren't sending out defective product.

If it was just a case of you bought the item, took the freebie, and then returned the original item - then yes, of course you should pay for it. You broke the terms of the agreement. But if you received a defective item, tried to resolve it, and we failed to resolve the issue, then we're the ones who came up short.

Gareth elliott · Feb 15, 2019

I agree with @Biokabe
Have worked my entire working career in retail and sales management. From this viewpoint “making it right” to keep you as a customer would have meant i was going to take a hit on this purchase. Now There are times i do have end a customer relationship but this would not have been one of them.

But as the consumer in me i would probably pay or return the item now charged for and just not shop there again.

Sod Buster · Feb 15, 2019

You ordered the item and clicked on the free stuff box and picked something, correct? Why wasn't the defective item exchanged for a non defect item? Did you just throw up your hands and return it? Did you get a replacement from another business? Why didn't you send the defective item you wanted and purchased back to the business and receive a replacement product that did the job you originally paid for? More to this story that you're hiding. Let me get the popcorn ready. Send the freebie back on your $.

Atti2de · Feb 15, 2019

So what was the item bought and what was the free item? Lol

Burrito · Feb 15, 2019

Red Sea tank with free skimmer?

Brock0019 · Feb 15, 2019

@Sod Buster
Not hiding anything

Item was purchased. With the purchase came a free item, it wasn’t “check this box” or anything. It was buy the item and get this free.
The defective item was attempted to be replaced 3 times, at each time another issue came up with the item. Twice being told I was sent a “returned product” and the 3rd and final time it still looked like **** but I was instructed to build it anyways and see how it looked...so I did..and then the tank leaked-so now a whole new issue came up. This has been going on since it was ordered in November and just was “resolved” two days ago.Im Still awaiting a partial refund- I say partial because they charged me for the “free” item.

Brock0019 · Feb 15, 2019

Burrito said:
Red Sea tank with free skimmer?

Another company with free skimmer at time of purchase.
Got skimmer, sold my skimmer, used the new skimmer.

Sod Buster · Feb 15, 2019

Ohh. One of those. Welcome to the hobby. Be glad they even answered an email after the letdown. Send it back and put the company on blast. My 1st tank was a ***, and they made things right, just took months. They didn't get bad press. I loved that cadlights shallow.