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Rakuten.com & Build.com Complaint - Wrong item delivered and they won't ship the correct item.
Rakuten.com & Build.com Complaint

Rakuten.com & Build.com Complaint

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Wrong item delivered and they won't ship the correct item.


Recently, we purchased a 'kitchen' sink at an advertised 90% off price. When the sink arrived it was the wrong sink (it was a bathroom sink). We have contacted the sellers multiple times (both Build.com and Rakuten.com) but they will not honor our contract and insist I return the sink for refund and reorder the kitchen sink at the new price. The new price is the FULL price! Both companies claim the other party is responsible. Rakuten.com even left me on hold for over 55 minutes while I waited to speak to a supervisor.

Further, we are in the process of a remodel and made costly decisions based on the order of this sink. Our exposed ventilation was custom made to match as well as our light fixtures and other plumbing fixtures. Forcing us to reorder the sink or another comparable sink at the higher price would inflict substantial financial harm for their shipping error.

My research shows that online stores want to avoid the semblance contract until the last possible second so as to allow for mistakes, changes, out-of-stock, and other issues. While I understand most of these issues... there comes a point at which they must sign the contract and honor their end.

We need online business regulation in this country! I believe this particular scenario provides a landmark case in which a retailer has given all indications they have accepted a contract but is now trying to renegotiate.

No one would stand for this treatment in a brick and mortar store and there are laws regulating 'advertised' prices. However, online retailers attempt to skirt the official contract as long as possible. Our order confirmation states the BUYER (and seller) may only cancel the order prior to shipment, thus prior to the 'official' contract. In this case, we even have a 'shipment notification' but the seller wants to retain the right to cancel the order after the time which they would grant the buyer to do so.


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