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EXTERNAL SOLUTIONS in New Jersey Complaint - Atrocious Business Practices

Review by Anonymous on 2002-02-28
NORTH BRUNSWICK, NEW JERSEY -- I ordered a House Brand cd writer in mid December from EXTERNAL SOLUTIONS, located in New Jersey. I did not receive the product until the end of January (more than a month and a half later) and it wasn't even what I had ordered. On top of that, the merchandise was defective.

I sent it back via US MAIL (certified) and they refused to refund the money that I spent sending back a defective product which was not even what I had ordered in the first place. I was never offered an apology and the owner of the company had the gall to tell me that I was lucky to not have been charged a 15% restocking fee.

This was the worst experience I have ever encountered with a merchant. I have reported them to the Better Business Bureau, and was not surprised to see that other complaints had been lodged against them already.


I would like a FULL refund of the expenses that I spent on this transaction. One of their representatives told me to send the product back as "Bill to Sender" but the post office would not allow me to do that without an account number so I sent it as certified mail. Now they refuse to pay for the shipment of this product. I told them that I even have the receipt from the post office, not to mention that the box is clearly labeled with the shipment price.

* I explained to them that it's not so much the money that I'm upset over, it's their treatment of this entire situation. They never once apologized for the fact that they sent me the product more than a month and a half late and on top of that, the product was defective.

The Owner of the company responded to my email letter requesting a resolution of this matter with the following excerpt:
You were not billed a 15% restocking fee out of good faith. You were refunded the original shipping cost out of good faith. You were refunded the UPS rate for the product to get back to us, out of good faith.

Now you want an additional $4 because you did not know that the postal service is expensive to ship over 3lbs. Tough luck. We are not paying for this. We already gave you back more than you were are owed.
Comments:2 Replies - Latest reply on 2002-04-01
Posted by Anonymous on 2002-03-12:
You say they wouldn't refund shipping yet the President's email you posted stated they did do that for you.
It looks like an effort was made to compensate and you are stuck on $4. Read some of the other letters here(at my3cents) and you should consider yourself lucky they tried.
Posted by Anonymous on 2002-04-01:
The company had said that they would refund the total amount of the shipping and they refused to do so.
Also, this company has NOT been willing to compromise. After learning that I complained to numerous online complaint sites, they have decided to refrain from honoring their original promise to me of refunding the partial shipping and handling amount.
This issue is now being played out in the Consumer Affairs forum.

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