Build.com

This message originally read on 7/8/2020
Message to BBB online complaint line:
Refusal to accept returns, by hiding return policy within website. No articles that are ineligible for returns are marked clearly as "Non-returnable" or "All sales final". Additionally, appliances for sale do not have flagged items as "Non-returnable" at website, nor while in Cart, nor during checkout.
Further, no caveat is attached to payment page prior to ordering said items.

I received a return order #, but was declined after I called to investigate why the return label was not sent, almost a month out. No explanation was given until I contacted Build.com for a second time, after return was authorized, but somehow, now it has been refused, because of the so-called gotcha clause, by being directed to a page with a link I could not find easily on the website.

I am rejecting this response from Build.com because:

At the time of checkout, purchased and shipped items should be clearly delineated as "non-returnable".

When the item was purchased the checkout basket did not indictate "No Returns Accepted", nor did it provide any indication that the item was restricted from returns.

This was not made clear at the time of purchase. A reasonably clear and prudent protocol that should be prevalent to consumers at the time of placing any items into the "Basket" for purchase.

Adding a "gotcha" clause when attempting returns is clearly a deceptive business practice, since the policy is only made clear after the purchase, requiring research of their Return policy. "Oh, we changed our minds", is a poor excuse.

Subsequently, if this has happened to me, it has happened to many others, as evidenced by countless consumer complaints online regarding Build.com's business practices.

This "policy" is clearly deceptive, since the return policy is buried in the return sections, and the return policy link is not present on the main webpage. As such, the customer finds out about the policy, only after the "gotcha" clause is revealed, after the purchase and return efforts.

Since the policy is not clearly indicated at the start, during the purchase transaction, nor afterwards, I am entitled to a return and store credit. How hard is that? Is this how Build.com wants to conduct business? I am am an experienced technical writer, and I update Google maps on a frequent basis, rating businesses. I have many followings. I also review businesses after purchases.

Build.com need to consider whether this article of contention worth fighting over, since my points are valid, and address what actually happened. Taking responsibility for your own webpage oversight is simple good business.

I am a 25 year Navy veteran, retired Commander, now working in private practice as a dentist. I don't take advantage of customers, under any circumstances. Neither should you.