This company is not Australian as I was…
This company is not Australian as I was led to believe .I ordered a plane launcher. It was faulty . I had to send a video to prove that it was indeed faulty . On viewing my video I was promised a full refund and if money wasnt deposited within a few days I was asked to send another email which I did. They then said a refund would be issued minus the shipping because it had been sent to a courier? It was only a small amount of money but knowing the law I pressed for a full refund and setup a dispute with paypal .It was sorted within a day.I was given a full refund but the hoops I had to jump through were ridiculous. If the item you receive isnt as described or faulty you are entitled to a full refund including shipping costs.That is the law. Do not be fooled by any excuses.
Reply from Kidsaustralia
Hello Marina,
Thank you for taking the time to share your experience. We’re sorry for the frustration caused by the faulty product and, in particular, by the back-and-forth involved in resolving the issue.
We understand that being asked to provide additional information and then receiving different information regarding the refund process made the situation much more difficult than it needed to be. Regardless of the amount involved, customers should not feel that they have to jump through unnecessary hoops to have an issue properly resolved.
We’re glad the matter was ultimately resolved, but we acknowledge that the process itself fell short of the straightforward service you should have received. Your feedback has been noted and will be taken seriously as we work to improve how these situations are handled.
Kind Regards