Damaged Item-Won't Refund

Bought an Oster toater that was sent in aseriously damaged toaster box The ite was well wrapped and it was in an outer box, which was undamaged. They tell me that unless I let them replace it, there is a 25% restocking fee, plus I have to pay return shipping. So, with the loss of the initial shipping and return shipping and 25% of the cost of the item., I get very little of my money back for an item that was sent damaged in the first place. This was a Christmas gift for my mother and I had to go out and spend the money again somewhere else. I have reported them to every bureau I could think of so far and am not done with them yet.

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On 12/2/2008, customer purchased an Oster toaster from Ira Wood and Sons, Inc. The toaster shipped on 12/3/2008 and delivered to customer on 12/5/2008. On 12/8/2008, customer notified Ira Wood and Sons, Inc. of hidden damage to the item. Our customer service representative informed customer of the Defective/Damaged Policy on our website. customer was offered a free replacement or a refund minus the standard restocking fee. Our policy states, �If customer chooses to return product and is not willing to resolve issue or accept replacement, standard return policy procedures will be followed and a restocking fee may be required�. The customer did not want a replacement or to pay a restocking fee.

On 12/9/2008, customer agreed to send the toaster back for a refund minus the standard 25% restocking fee. An RMA was sent to the customer to send with the toaster. The case was closed here at Ira Wood and Sons, Inc.

After much correspondence with customer and many conversations in-house we have decided to take care of this matter for customer. We have now removed the 25% restock fee from the RMA. If customer will return the item to our warehouse we will refund her money plus her shipping. This is what customer has asked for. We will be awaiting the receipt of the toaster so we can handle this matter for customer.