Bestinsoles.com (Redrock Products, Inc) Complaint - Poor Customer service and return policy

Review by dmhvt on 2010-06-09
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.
Comments:4 Replies - Latest reply on 2010-07-29
Posted by Weedwhacked on 2010-06-09:
Lack of customer service doesn't equate to not waiving fees that were already disclosed to you.
Posted by goduke on 2010-06-09:
One word -- Zappos.
Posted by dmhvt on 2010-06-10:
Agree...Zappos will be the only place I shop for shoes online from now on!! Just wanted to warn others to watch out for 'hidden' return fees.
Posted by MomSweetMom on 2010-07-29:
I had a similar experience with BestInSoles.com (part of Red Rock Fitness). They offer a 30 day free trial for Orthaheel sandals - you can even wear them during that time, and still get a full refund. Or so they say. Like the first reviewer's experience, they took off the cost of shipping the product to me, even though the product had free shipping. Their policy does not clearly state that and, in fact, I had called ahead to confirm that my return would be handled as I expected; that is, I would only bear the cost of the return shipping. I got the same line "it's our policy" - there is NO interest on their part to offer anything remotely like customer service - only customer indifference. The thing is, I didn't even wear the shoes (remember?) so they can even re-sell them, which is not always the case when someone returns them under this trial policy. By the way, here it is: http://www.bestinsoles.com/Orthheel-30day-Gaurantee_ep_150-1.html. I will NEVER order from them again, and advise you to find an alternate vendor as well. Zappos is tops!

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