COMPLAINT FILED UNDER:: GENERAL CONSUMER PRODUCTS / DEWBERRY CRAFTS
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Dewberry Crafts
Complaint 147563 Details

  • Date Occurred: 08/08/2014
  • Reported Damages: $175.00
  • !

The complaint is against an online dating profile

The complaint is a listing fraud posted on public forums or sites against an anonymous entity

The complaint is mobile text spam or smishing related against an anonymous entity

The company or person contact no longer exists

International boundaries

I purchased some items from the Dewberry Crafts online shop on the 29th of July. On the web page their is a banner stating free delivery so that is what I was expecting. On check out I checked my order was correct including the free handling and shipping and it was. My total invoice was for the sum of $402.49 including free handling and shipping. I paid with a VISA card and received a conformation email from Dewberry Crafts stating the same invoice with my order number. Almost a week later my order was still pending so I tried to get intouch with them to see what the hold up was but got no reply. a couple of days later I sent another email telling them to cancel my order and refund my money. To that email I got a reply from a Amanda Dewberry who was apologetic and promised to look into my order for me. A few days later I got a email from a lady called Kara saying my order had changed. Some of the items I had ordered was not in stock and that the $30.21 cost of the out of stock items had been dedeucted from A $175 shipping charge and also comfiming my order had already been dispatched. In confusion I replied asking if they ment they had refunded the $30.21 from my one and only invoice of $402.49 as the shipping was free. They told me that shipping was not free for international orders so I told them that they should have added the shipping to my checkout invoice at which time I would have canceled the order and asked if they had taken it from the VISA account details I had provided to refund it. They have not refunded the payment so I will get the VISA company on to it, they did it without informing me or asking if they could. I have told them I am not paying for hidden shipping charges as my invoice stated free shipping. They refuse to accept responsiblety and think they have not done anything wrong. If they had informed me that a mistake had been made on my invoice I would have canceled and asked for a refund but I was not. They just took the payment and sent my order. They should honour their invoice and update the software on the web sites checkout system. The reason I am reporting them for internet fraud is because the just took extra charges using the VISA details I had given them for the one payment of my invoice without prior permission.
Hope you can help

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Comments

  • Justin
  • Justin SBID #ccdfef5f86
  • Posted 08/18/2014
  • You have left out several key details that I will elaborate on below.

    Detail 1: At the time of checkout you were presented with a message that reads "Your order qualifies for Free Shipping. Unless you are an international customer in which case you will be charged exact shipping costs."

    Detail 3: At the time of checkout on our website all customers are required to agree to our terms/details before placing each and every order. The terms/details that you agreed to state

    "International Orders:Orders shipped to International Addresses can be delayed in Customs. Allow 14-21 business days for Air Orders from date you placed your order for carrier to deliver. And 7 weeks for Surface mail Orders. We will bill your credit card for the same shipping & handling charges as Quoted by USPS Website.

    However, by placing your order for International delivery, you are authorizing us to charge your credit card for shipping charges, Insurance and Delivery Conformation. We are not responsible for other charges you may incur. Including Taxes, Duties and brokerage fees."

    They go on to say the following

    "Free Shipping Offer Details: Offer excludes orders containing paint or other bottled items. Offer valid in the continental United States only. Offer valid only on orders of $99 or more before tax. Dewberry Crafts reserves the right to end promotional offer at anytime without notice."

    I think this is a simple case of you misunderstanding what was stated several times clearly on our website. We would still like to have you as a customer though. If there is something reasonable that we might be able to do to resolve this. Let me know and I will see what I can do for you. Possibly a coupon code off of your next order or something similar.
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  • Sugarwell
  • Sugarwell SBID #e23845c6c5
  • Posted 08/21/2014
  • Justin
    firstly, I was not presented with the message reading "your order qualifies for free shipping unless you are an international customer" if it had been you are wrong about being charged the exact shipping charge too because I recieved my items today and the shipping charge on the delivery slip was $172.85! not $175. Also I was not refunded the correct amount for the out of stock items. It should have been $31.32 not $30.21 not to mention the other items that were missing from my order so someone at your end is not very accurate when it comes to numbers. Also I notice you yourself have gone from 'detail 1' to 'detail 3' regardless of the fact that the site is misleading it does not alter the fact that the final checkout fees should be correct and all information regarding such should be correct too. Including the shipping! If shipping costs can not be calculated immediately and added to the invoice then it should state that shipping costs apply and customers should then be informed of the cost and given the choice to go ahead with the purchase or cancel. I was not even contacted to be given the option, the costs were just taken out the account. As I have already stated more than once in my emails, had I been told I had to pay the shipping costs I would have cancelled because the import duties are more than enough on the original costs without the added shipping costs too so I would have cancelled. Regardless of which this does not alter the fact that the invoice states FREE shipping, even the one that arrived with my order. I still didn't get an amended invoice with shipping added! That is not the actions of a caring, organised, reputable company.
    So you may think this is a simple case of me misunderstanding what is 'not' stated several times and certainly NOT clearly! on your web site. There is something reasonable you could do to resolve this, that is refund the postage costs I have been charged. Then update your site and it's software. Kind regards
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  • Sugarwell
  • Sugarwell SBID #e23845c6c5
  • Posted 08/21/2014
  • Justin,
    Have you read all the emails I have sent? If you would like to write your email address I will forward them to you or you could ask Amanda or Kara to let you read them.
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  • Justin
  • Justin SBID #ccdfef5f86
  • Posted 08/21/2014
  • Did you or did you not agree to the terms of service. That you are required to read and agree to before placing an order on our website?
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  • Sugarwell
  • Sugarwell SBID #e23845c6c5
  • Posted 08/22/2014
  • Did I or did I not?!!!!! Have you heard yourself!..NO!

    Not to the service of fraud and misleading invoices and hidden shipping charges!

    YOU KNOW YOUR COMPANY IS WRONG BUT YET NOT ONE OF YOU WILL ADMIT 'YOUR' OUT OF ORDER JUST ASUMING YOU CAN TAKE MONEY AND DO AS YOU PLEASE WITHOUT PRIOR NOTICE TO THE CUSTOMER!
    OVER A WEEK IT TOOK FOR SOMEONE TO GET BACK TO ME AND THAT WAS ONLY BECAUSE I WANTED TO CANCEL MY ORDER! EVEN THEN I WASN'T INFORMED OF A SHIPPING CHARGE TO BE ADDED TO MY COSTS!

    YOUR SITE DOES NOT HAVE THE CAPABILITY TO CALCULATE OR INFORM CUSTOMERS OF SHIPPING FEES! IT STATES 'FREE SHIPPING' ON THE FINAL INVOICE THEN YOU ADD THE SHIPPING FEE AT A LATER DATE WITH NO CONSULTATION TO THE CUSTOMER.

    YOU CAN QUOTE YOUR "TERMS AND CONDITIONS" UNTIL YOU ARE BLUE IN THE FACE BUT YOU KNOW AS WELL AS EVERYONE ELSE WHO HAS HAD THIS ISSUE WITH YOU, THAT WHAT YOU DO IS TAKE LIBERTIES WITH CUSTOMERS AND THEIR MONEY! YOU MISS LEAD, IGNORE AND DISRESPECT THEM WITH YOUR ATTITUDE AND LACK OF HANDLING COMPLAINTS IN A PROFESIONAL MANNER.

    ON A WHOLE, YOU ARE NOT TO BE TRUSTED, AND TO SAY IT IS THE "OFFICIAL" Donna Dewberry WEB SITE, SHE MUST BE SO PROUD OF YOU RUNNING THE COMPANY AS YOU DO!

    WHERE IS MY SHIPPING INVOICE?
    WHERE WAS I INFORMED OF THE SHIPPING COSTS BEFORE SHIPPING?
    WAS I ASKED IF I AGREED WITH THE COST?
    WAS I CHARGED THE "EXACT" SHIPPING CHARGE AS YOU SAID I WAS?
    ARE THESE THINGS STATED IN YOUR "TERMS AND CONDITIONS"?
    DO THEY STATE YOU CAN COMPLETE A TRANSACTION THEN TAKE HIDDEN COSTS WITHOUT PRIOR CONSENT FROM THE CUSTOMER?
    WAS MY ORDER COMPLETE?
    I THINK THE ANSWER TO ALL THE ABOVE IS NO!

    WHY DIDN'T YOU SEND SOMEONE OVER TO THE UK AND DELIVER IT IN PERSON? THEN CHARGED MY CREDIT CARD FOR THE COSTS OF THE HOLIDAY? EXTREME EXAMPLE I KNOW BUT IT HAS THE SAME PRINCIPLE OF BEING AN UN-REASONABLE THING FOR A COMPANY TO DO!
    IT IS CLEAR YOU HAVE COMPLETE DISREGARD AND DO NOT FEEL IN ANY WAY BOTHERD THAT YOU CON YOUR CUSTOMERS!
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  • Justin
  • Justin SBID #ccdfef5f86
  • Posted 08/22/2014
  • The question still remains did you or did you not agree to the terms of service. That you are required to read and agree to before placing an order on our website? Because the answer is "yes" and it states in those terms that you will be charged exact shipping costs. If you had properly read those terms we would not be having this discussion.

    There is nothing else to be argued. You have disputed it with your credit card company. We will pass over these details to them. I can tell you that in over 15,000 international orders since the day we opened. We have never had an international customer complain about the fact that they had to pay for their shipping that they agreed to in our terms of service.

    I recommend in the future when placing an order with any other website that you make sure to read what you are agreeing to. Thankfully we are not a dishonest company. You are angry because you failed to pay attention at the time of your order. We tried to work with you but you are being unreasonable even though you were the one to make a mistake. I suggest you find another retail store to find your craft goods at. We appreciate your business but we can not continue to have you make outlandish untrue comments about our company such as "THAT YOU CON YOUR CUSTOMERS!"
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  • Sugarwell
  • Sugarwell SBID #e23845c6c5
  • Posted 08/22/2014
  • Justin, the cost was not exact and yes I am angry.
    You are right, some of the things I have said are because I am angry but you must see rightly or wrongly, that it is not right to have a invoice given with the incorrect information as people take that information on face value and assume it is correct. Which is why 'most' people tick the terms and condition box without reading them. So yes that was my mistake but surely you can see my point. I should have been informed about the costs before they were taken to see if I agreed as their is no way of me knowing how much they would be if it is not stated on check out (or in this case that they existed at all) I went on the information that was present on check out and trusted the information to be true. I strongly feel that someone at your end should have notified me of the charges to see if I agreed to them. It would have been better if I had recieved another invoice with the shipping included or even waited after placing my order for you to get back to me with the total invoice with all charges present and the option to opt out at that time. I feel this would have been much fairer than to have it dealt with the way it has. My order was sent and then I was informed. I can tell you are a reasonable person from reading your emails and I am sure you will see my point.
    I will in future make sure the same mistake is not repeated. I also feel that with the understanding that both you and I know that this should have been dealt with in a more efficient manner. It is a lesson learnt by both parties and with that I can't be bothered trying to make you see reason and refund the shipping costs anymore as I am a very busy person as I am sure you are too.
    I chose to use your company because I respect and admire what Donna has done for herself and her family and thought I would support her in the small way of buying my goods from her. I still feel the same towards her but sadly feel I will use another retailer in future.
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  • Complaint Against Dewberry Crafts
  • Complaints Filed: 1
  • Reported Damages: $175.00
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