AJ Madison Inc Star Creations took my order, took my credit card number and then mentioned the restocking fee and the re-delivery fee, must use an outside delivery firm as I have had to speak to them via phone and poor english language, this might explain why they did not email me or tell me that I had to be present to sign for the order which might come by tractor trailor to my private residence, thus as I was not there I am facing a re-delivery charge of $75.00 or a 30% restocking fee if I cancel the order Brooklyn New York
I ordered in good faith a kitchen sink and a cooktop from AJ Madison. They had both items I needed which is why I chose them. They emailed me with a delivery date to which I agreed. No where on the email did they say I had to be home. I get fedex and UPS several times a month and no one has ever asked me to be home to accept deliveries, not even for a washer and dryer. So there was no reason for me to think I had to be there to accept.
When I was not there(DUH)they emailed and called to tell me they would have to redeliver and no longer was it free shipping as advertised on their site. Now I would be paying $75.00. If I cancelled the order there would be a restocking fee of 30%. My order total was $2,284.00 When I explained that I was not told that I had to be there they answered with "well, you should have known an outside shipper would require you to be there". Why should have I known? I am a consumer. These items are going into my house not some corporate office. The email from the shipper never says anything about me having to be there.
None of this happened until AFTER they had my credit card number.
I rescheduled with the company on Wednesday delivery for the following Monday. The shipper would call me Friday to give me a time window. I called the shipper Friday and they assured me they would be in touch later in the day to give me the time window and I was indeed on the Monday schedule.I confirmed that I am a residential customer and a smaller truck would be necessary as a tractor trailer would not be able to use my driveway. They said no problem they use a box truck.
Saturday morning I realized they had not contacted me. I called AJ Madison only to find they are closed on Saturday. This was at 9 a.m. I had no contact info for the shipper but they had told me on Friday they did not work on the weekend.
Customer service originally told me they would not waive the shipping fee. They added it to my invoice and told me that all this was on their site. However, none of it appears on email communications re: the $75.00 or 30% fees.
I then emailed AJ Madison to cancel the order as of 10:30 Saturday morning as I could not reach anyone for any answers on this order.
If they do not wish to deal with the average consumer they should restrict their site to who they actually want to sell to. I feel like this is a scam and they are well aware of it.
1 Updates & Rebuttals
follow up to original complaint
#2Author of original report
Tue, September 01, 2015
They offered a reversal of the $75.00 delivery and sent the order even though I cancelled it. I accepted the order since they offered the refund. I have not gotten the refund yet but I will stay on it to make sure I do. It does not change the facts of my complaint.