Bestinsoles.com (Redrock Products, Inc) Complaint - Poor Customer service and return policy
ANAHEIM, CALIFORNIA -- I recently ordered a pair of Sole flip flops along with 2 pair of Superfeet insoles from www.bestinsoles.com. The flip flops were available only in whole sizes and the website suggested ordering 'up' so I did so. However, when they arrived, they were too big. The website had advertised 'hassle free returns' so I went back to figure out how to do the return. Upon printing out the RMA form, I found out that there would be a %20 restocking fee along with a charge for the original shipping of the item. I didn't feel I should be charted for either since the website had been misleading and the return information was not readily accessible/viewable so I called and talked to someone about the situation. They agreed that they would try to waive the fees and would let me know via email. I did not hear from them so I contacted them again, this time via the 'contact us' button on the website. Again, no response. I emailed them directly explaining the situation and still no response. I finally printed out the RMA form (there is also a 10 limit on returns) and filled it out AGAIN explaining that I thought they should waive the shipping/restock fees. I finally got an email saying they had processed the credit - and charged me the shipping fee plus a 10% restocking fee. I was very disappointed with both the return policy and the lack of customer service. In my mind it is completely inexcusable not to respond to a customer.