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Dear Valued Customer,Unless otherwise specified, we ship all products new in sealed packaging (commonly termed MISB, "Mint in Sealed Box" condition). Contents are guaranteed mint upon receipt. We do not guarantee against shelf wear or minor damage to packaging during shipping. Returns based on condition of packaging are covered by our standard return policy and subject to a restocking fee. In cases of major damage to packaging, we will specify condition in the item's description or contact the customer for approval before shipment.Please visit our website with the link provided to view our policies: ToyWiz Mint Condition Policy.In this case because you notified us before actually opening the packaging, if any of the items are damages we can send you replacement as we have insurance to cover them. If you would like a full replacement item you would have to ship the item back to us and also pay for the return shipping of the new item to you as well. Im sorry for any inconvenience this may be causing you.
Okay how do I return it to you guys? What form to use? Also I feel it is not fair to pay for return shipping. I paid for the item. I understand I have to pay shipping in order to get the item, but why should I have to pay return shipping for a damaged item? It is the employee's fault, not mine, for sending me a damaged product.
Dear Valued CustomerThe items themselves are not damaged the outside box looks like it was damages during shipment. As stated in the previous email we do not guarantee mint packaging only mint product. I have included the return form in the email.Thank You|jewelsToywiz.com
Fine. I will pay the return shipping. But If I receive another item, or the same item like this, I will refuse to do business ever again and I will spread the word about this incident.
Honestly, Marona, I would not at all agree to pay return shipping and definitely not any crazy "restocking fee." You said the box (from what you could see inside) was smashed (or at least, "not mint," correct?)... You paid for a "Mint in sealed box" conditioned item. As a collector, part of the item you purchased was the box. (Some parents who buy them for children may not care, but collectors do.)If you haven't yet shipped out the item, I would respond with something like this:"Upon further consideration and review of your return policy, I believe I received a damaged item that should be covered in full by your return policy. When I purchased this item, I purchased it with full intention of keeping the toys mint in box; therefore, part of my item is damaged (ie, the collector's box), as it is more damage than just a small dent or scuff. I have no problem shipping this damaged item back to you; however, I will only do so upon a pre-paid shipping label from you or other likewise reimbursement for shipping. While I have always had good impressions of Toywiz, this transaction and lack of customer support is truly making me second guess these initial impressions. If you are unable to authorize this transaction, please forward this conversation onto the next level of management. Thank you."Now, the policy DOES say something about calling ahead if you are a collector seeking pristine packaging...but we are going to ignore that right now, lol. Did it say anythign about that during the ordering process? If not, we can probably get you around that little loophole haha.Sorry you're having to go throught his.
If you paid with a credit card, at this point I would call Visa/MasterCard/AmericanExpress/whomever and let them know what's going on. If a seller doesn't honor the sale of a product as advertised (which would include the MINT in box with pristine packaging), the card company can force the refund. To have sold you a different product than advertised is fraud.
I'd also suggest contacting the Better Business Bureau! I noticed they had about 5 complaints filed with them already against Toywiz.com. It doesn't seem like they care by the responses recorded with the BBB between the complaintants and the company, but it's worth a shot. I can't stand companies that take advantage of consumers.
I just got the email in today. I specifically stated I wanted another box. Guess what?They sent me a partial refund. They stole 16 bucks out of my entire purchase That's it. I can't deal with them anymore.I advise no one, I mean NO ONE, to deal with Toywiz. You're gonna go through the same thing like me if they do something wrong.