Failed to facilitate the return of a product missing critical parts, now I'm out of pocket
Dear Luis, you must understand that the world is not sending you a flood of stupid customers. No amount of rebranding your company will save your business. Listen carefully to the customers that you have let down, and you might find yourself with less problems.
Here is my story to add to the collection.
I purchased a Bravo 10-8 from Nova and tried to return it due to missing parts. At Nova's request I paid for postage myself, only to learn later that if the product is faulty in some way then the seller is responsible for the return. When the package arrived at Spanish customs, Nova did not respond to their requests for documentation within the 3 week deadline, and the package was returned to me. I managed to eventually get a refund for the product (not the postage) only after formally disputing the transaction with my bank. I was very surprised at how rude and unprofessional the communication from Luis was, who is the managing director (scroll down for a laugh).
I am now left 51 CHF out of pocket, with a boat pump that cannot be used due to a missing hose and attachments.
Here are the facts:
- The listing states that the Bravo 10-8 is "Complete with shoulder bag, 1.7 meter tube and valve adapters". None of these were delivered to me.
- The listing has a photograph of a Bravo 10-B (with a large battery attached at the back) rather than a 10-8. It's my fault for not reading the page more closely, but the incorrect photo caused me to buy the wrong product.
- I asked for a refund, stating that what I received did not match the description (verifiably true). They denied that the listing was inaccurate, but agreed to a refund if I paid for postage.
- I sent the package at my own expense, but it was returned to me a month later after failing to clear customs in Spain. I called the postal service to ask why, and they said that the customs office asked Nova for more documentation to verify that this was a returned product, in order to waive import duties. Nova failed to respond to customs for 3 weeks, so the package was sent back.
- I politely asked Nova to cover the expenses for the return now, since they were at fault for the failure of the return delivery. They said I failed to deliver it to their warehouse, which is false - I used the exact address that they gave me. When I made no progress and stated that I would have to file a dispute with my bank, I was met with one of the rudest messages I've ever received from a company:
"
what is this ?
you already have instructions to do the return and its your responsability send the product with all expenses paid as i did.
After 25 years in the online business, I am always prepared to combat human stupidity.
"
- Only after raising the dispute with my bank did I receive a short email from Luis confirming that my money would be returned and that I should not bother returning the pump.
If you do decide to buy from this store, DO NOT pay with bank transfer, and prepare to be gaslit hard.
