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You need to be 100% sure you will keep a product from this company - or as the old saying goes - 110%. I purchased two rockers, a table, and a porch swing totalling $857. The first box I opened, the rocker was broken. I then questioned the quality of the entire set, and returned everything. I paid an additional $300 for the return shipping costs - which I would normally expect to pay - but then had to pay another $250 for a 20% restocking fee, and to pay the company back for the outbound "free shipping" - for a total of $550 out-of-pocket, with nothing to show for it. The website indicates "Free Shipping" for a limited time only. For full transparency, the company needs to place an asterisk next to this statement. And because there is such a large penalty for returning items, I recommend the buyer needs to click on a box at checkout that indicates he/she is aware of the return policy. At the moment, there is only a small link regarding returns at the bottom of the web page, mixed in with a lot of other links.
It is entirely true. The only point I could add, to be fair, is the company did not charge me the restock fee or "free shipping' expense for the broken rocker, but they also did not pay my return shipping expense on the damaged rocker.
I completely agree with you. My intention here is to make sure the buyer is aware of the return policy. It's something the buyer has to look for, and a large percentage of people don't do it. The advertisement of "Free Shipping" without any obvious caveat is misleading. The buyer should beware that if he/she decides to return the item, they may end up paying 64% of the original purchase price with nothing to show for it. And also note, I offered to pay 1/2 of the restocking fee and "free shipping" costs, with the idea The Porch Swing Company take responsibility for sending me the broken rocker, and me taking the responsibility of deciding to question the quality of the entire set. The offer was declined. As mentioned before, they gave me a full refund on the broken rocker, but didn't offer to pay my cost for shipping it back. That's just not a good business decision.
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Before anyone decides that it is all the company at fault here, It took me about 2 minutes to read the policy for returning items. It seems very clear that the FREE shipping would be charged to the purchaser if products are returned for any reason other than defect or damage during shipping.
From The Site:
We stand behind every product we sell and offer a 30 day return policy. If you would like to return your purchase for any reason within 30 days, you will be refunded the purchase price of the product, excluding all shipping charges and a 20% re-stocking fee (20% of the purchase price). Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping charges will be deducted from your return refund. All product(s) must be returned in their original condition, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals and all accessories. Otherwise additional charges may be applied or may make your product(s) nonreturnable. ThePorchSwingCompany.com sells products from some manufacturers that are custom made or made-to-order. These products are non-returnable and non-cancellable once the order has been placed.
Purchased a porch swing from this company. They didn't include all the fasteners, and forgot to include the feet that actually allow you to put the swing up.
Have called them twice, no response but a voice mail that says they handle all customer service inquiries online.
Have emailed them through their site, submitting form information on our issue 3 times.
No response from the company.
Buyer beware, this company will not deliver you a complete product and will not help you get the support you need.
Purchased an arbor swing from this company. First shipped the wrong box that I had to ship back. When the right box did come, the arbor was too short to embed into the ground making very unstable with the swing! We had rebuild the arbor frame with other wood to make sure we can stake at least 18 inches into the ground. The swing was to be supported on a tiny block of wood (3" block) to be embedded between two wood pieces! Such inferior craftsmanship! How can they sell such a poorly thought out design? Very disappointed in their product.
I can tell you one thing for sure. and, if you'd like the proof simply dial their toll free number. YOU NEVER GET A PERSON. They NEVER answer the phone. I have left repeated voice mails and sent repeated e mails. THEYDONT ANSWER THOSE EITHER. The small wooded caps for my chairs are falling out everywhere. Some I found and glued back in. Their instructions for assembly stink and the manual is about as cheap as one can get. Looks like the photos were taken thru a screen door. HORRIBLE CUSTOMER SERVICE. David E.
Same thing happened to me. On the product page it says "We want you to be happy! You may return new, unused, and resalable items within 30 days of delivery for a refund." THIS IS A LIE! I ordered an item costing $570 with FREE shipping then changed my mind. It cost me $170 to send it back to them (no help from them on that -- they should at least give you a label even if you have to pay), then they deducted 20% plus $70 of phantom shipping costs. Bottom line I lost $370 on a $570 item in the return. Had I known I would not have returned it. I could have sold it for way more. DO NOT BUY FROM THEM!