Wishihadthat.com

Wishihadthat.com

Business Reply - March 25, 2005 - From: Email User Business

Sylvia,

I am really sorry that you rejected the delivery of your purchase. Our company has always maintained great customer service, and the fact you are now sending complaint letters is not something we have experienced. Among a wide assortment of "shippable goods", we sell several thousand waterfalls each year. I've been here almost five years, and to my memory, you are the first that has refused a shipment because a truck driver, most of whom are prohibited to do so, would not accommodate your request for an inside delivery. Shipping is delivery by freight of a product to the address...it never implies that we or the trucking company will do inside delivery or setup. Free shipping means there is no additional charge for shipping on top of the cost of the product, that the cost is built into the total already. Shipping certainly is never free...someone has to pay the bill for delivery. It's one thing to purchase a sofa from a local furniture dealer that includes delivery and setup where that is arranged at their store. It's another thing to buy something that must be shipped halfway across the country and then just expect a common carrier trucking company or driver to provide you services they are prohibited from doing.

We have very specific and posted rules concerning shipping and returns/rejections. We provided you services normal and customary to the purchase of a product, with shipping included. For you to reject a deliver because a driver cannot go against his union rules and into your home, is your responsibility. Our company will not absorb the cost of your refusal of the product you purchased, and it will be treated fairly and in accordance to our return and refund policy.

I do not know your situation, but I cannot believe you had no options. A simple matter would have been for you to accept delivery, then ask a neighbor or pay for a couple of kids to help you move it inside if you were unable to do that by yourself. I agree that a 60 year old woman could not do that by herself, but to buy it knowing it was heavy and then reject it when it arrived because it was heavy, especially when it had been sent half way across the country, seems somewhat illogical, and action that unfortunately will cost you.

The question now is do you want us to reship this fountain? If so, the re-shipping will not cost you, but unfortunately, you will be charged for the unnecessary costs incurred by our company for the initial shipping and, due to your rejection, the return shipping back to the manufacturer. Those are going to be your costs, plus a restocking fee that the manufacturer charges us if you decide you don't want the waterfall, but at least you can avoid a restocking fee if you want it reshipped.

Please let us know so we can that the necessary step to get you your waterfall.

lch

James We

Marketing Director

Wishihadthat.com

Phone: 800-419-1130

Fax: 661-616-4019

Consumer message - March 25, 2005:

The product I ordered from wishihadthat.com was a large rock fountain w/foliage. The final cost was > $900.00. The company's shipping was advertised as "free". When the waterfall was delivered from the warehouse to the mobile home park I live in, I was dumbfounded to learn the delivery person could not bring the product inside my home. I'm a sixty year old woman living alone and had no one to help move it inside.

The product weighed almost 200 lbs and it could not be left outside for any length of time because of security and weather reasons. I called the warehouse supervisor and he told me he could not make any exceptions. I even told them I would sign a statement releasing them from any potential liability in order to secure the product. Then I called the subject company hoping they would have solution, but I was only advised the return shipping would be deducted from any refund.

The company's stated online shipping policies do not mention anything about any of their products being restricted from delivery inside a consumer's home. Although I was very sad about this situation because it was a very beautiful fountain and something I've always wanted, but never had the money to purchase, I had no other option but to return the product.

Had I been knowledgeable prior to purchasing the waterfall, I could have made a more informed decision by either making other arrangements or simply not order the product.

It never dawned on me the waterfall could not be moved inside because I've never run across a problem such as this. Any large or heavy item I've purchased over the years had always been delivered to me inside my home.

If I've helped one person avoid this misadventure from the experience I had with Wishihadthat.com, at least something good may have come out of this.

Thank you for this venue.

Sylvia T Click this link to e-mail the above consumer: Email User Consumer