What should I do?

[Webley]

I need help with a problem! Here is the story thus far...

Last year I made the decision to buy a big adult ball python rack, so I would be able to expand my collection. After some research I decided to buy from Freedom Breeder. I shelled out about $1,500 for what I thought was the best I could buy for my snakes. I got it in April 2013. It arrived with no shortage of damaged pieces. The heat panels were bent up and it took quite a while to get them to sit flat. Two of the racks ten levels were broken and wouldn't fit in place, and they didn't ship me the wheels and base I ordered either. I spent the next few weeks emailing them, sending pictures of the broken parts, trying to get replacements with no reply. I finally emailed them saying I wanted my money back. They ignored that, and the next week replacement parts arrived at my door. These too were broken and would not fit in place. I called and emailed but got no reply. I decided to contact my bank to get my money back. My bank filed a claim. After a month we got our money back, and we asked the bank what to do with the rack. The claims specialist wasn't able to get a hold of anyone at freedom breeder, so we were left with this giant rack we didn't need (I bought a better replacement rack from Vision.) Fast forward to several months later...I get a call from freedom breeder demanding their rack back. They said they were entitled to it after the bank took our payment back. Fair enough in my mind although they did refuse to repay me the shipping costs that I paid ($400). I tried to schedule a pickup date with them. I called weekly to try to organize a pickup, but to no avail. They finally had a date to come get it, but I was busy that weekend and wouldn't be home. I told them to call to reschedule, and that was over 5 months ago. I finally decided to call in October 2013. I managed to get someone on the phone, but when I brought up the situation he replied, " I thought that was dealt with." I haven't heard from them since.

Can I just sell the rack and get my cost of shipping back? I hate having this huge useless rack here. It's not my responsibility to store it for them. They clearly don't care about it. It's been so long! The fact they just abandoned it with me means they've forfeit any ownership over it, right? I don't want to keep giving them opportunities. Their terrible service doesn't deserve to force me to do their jobs for them. What should I do? Can I just dump it? I would like to get my shipping cost back too. What do you think?

[bcr229]

Box it up, get the length, width, height, and weight of the box. Write them a letter, certified w/ return receipt requested (so you know they got it) stating your order number, the problems you had, their inability to resolve the problems, and that you have been refunded.

Include the box dimensions and weight, and request a shipping label. Also state that if you do not receive a label by X date (I would give them 45 days) the rack will be considered abandoned and you will dispose of it according to your state's abandoned property laws (you can look these up).

Include your name, address, phone number(s), and email address in the letter.

[Webley]

Thanks! I have been struggling with what to do for quite some time. I don't really like the idea of calling/emailing them again though. I shouldn't be doing their job for them. They have had over six months to try and get it back, and I feel like trying to contact them about it one more time as an ultimatum would be doing too much on my end. I don't feel it's right for me to give them an opportunity to get their product back at my expense($400) either. They're a bad company from my experience with them. I would recommend that no one do business with them.

[steve_r34]

nah u paid 400 for shipping and didnt get that money back ??? after they sold u a broke rack ??

if thats the case craigslist it goes 1st 450 takes it .. like they said it got handled

if u got ur shipping back and what u paid for it and didnt lose money then send it back ..

[PitOnTheProwl]

With all the lack of contact I would give them 15 days to contact you and/or 30 days to reclaim their product. Everything else bcr229 is great to cover you hind end.

[OsirisRa32]

And dont forget to KEEP ALL RECORDS OF ALL COMMUNICATIONS!!!! between you and them to help cover the rear end on your part should anything further come from them.

[bcr229]

With all the lack of contact I would give them 15 days to contact you and/or 30 days to reclaim their product. Everything else bcr229 is great to cover you hind end.

This is why I said to send the certified letter w/ return receipt. Email can get lost or never arrive, phone calls turn into he said/she said (unless you record them but that's not legal in all states)... but they can't deny a signature on a USPS receipt and it lets them know after six months of back and forth that if they want their stuff back it's ready, and the ball is in their court.

[Pyrate81]

I had a similar situation with a relatively expensive model ship. After the 3rd phone call and finally talking to someone, the company told me to keep the damaged one along with the new one. If they've ignored you for this long, I'd say keep any documentation and records of attempted contact and sell the rack on CL.

[h20hunter]

No idea other than what has been mentioned...just want to give a shout out to Kirkland!