Thorum - Return at your fees! [Warning to international customers]

[fmarcoux96]

Name of Brand: 

Thorum Rings

 

Description of your issue:

I had bought one, went through the exchange process to change size (very simple) and twice paid for the express shipping because I wanted the ring before my trip. Unfortunately, it was extremely uncomfortable for me (not their fault), so I decided to return the ring.

 

However, that is when I learned I would have to pay for return label myself!

 

Although not indicated on their shopping/return policy, they do not provide return labels for international orders. So I had to pay Canada Post myself to return the box to Nashville.

 

I ended up paying 2 express shipping, 1 restocking fee for the original ring size exchanged, and 2 customs duties import fees.

 

Once I get my refund, with another 25$ restocking fee lost, I will have paid 150$USD for something I have returned. I lost money on this.

 

The message here: if you're not American, don't buy unless 100% sure you won't return it or exchange it.

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result?

Yes, they were the ones who informed me there's no label, which I learned AFTER receiving the exchanged ring box, which was supposed to have the return label in it, but didn't.

 

Support told me they don't do this for international orders, so I decided to get as much of my money back and simply return it all.

 

If I had known, I would've returned the first ring directly and not bothered, instead of paying a second express shipping.

 

What would an ideal resolution of your issue look like?

I would expect they provide return labels, just like every other company, or at least indicate clearly on the shop policy that they don't do this for international orders. I ended up losing too much on this (150$USD is almost 200$CAD, for what is essentially air.)

I mean, c'mon, what's a return label when I paid twice 35$USD for express + twice restocking fee of 25$USD? It cost them almost nothing.

 

Also, the Shop Policy should indicate this fact, and not the FAQ which is a separate page and shows questions. This is an important policy information, not a random question. Should be more clear.

[CasualExtremist]

- Hindsight being 20/20, I would have also looked at the "one-time replacement warranty" Thorum offers on their rings. IIRC (I read them a year or two ago when I was shopping for my own) the warranty should be a "no questions asked" replacement and does not have to be the same ring size you originally purchased. I believe you only have to show your receipt and then they verify you have not claimed the replacement previously.

 

The reason I say I would have looked at this option is because the replacement could be any ring size. Because of that critical feature in the policy, you could have technically gotten a free or nearly free re-sizing under that policy. I say "nearly free" as I do not recall if they would make you pay for shipping on the warranty claim.

 

The above proposed strategy would likely not have worked with your preferred timeline, but could at least be worth considering for future readers referencing this thread.

 

- I would like to push back on your framing of the cost/loss numbers you provided. At least a portion of that was for express shipping that you "wanted", not needed. For that reason, the emotion you tied to the cost/loss numbers feels a bit over dramatized.

 

- I am also curious:

Did you in fact return it and take the loss?

Did you consider listing the ring for a discounted value on an online marketplace to recoup at least some of the fees?

Even if you did not get your ideal resolution, what was the overall quality of communication with customer support? It is beneficial to praise where good is done. You did not really complain about support, so I am curious if they were above average in quality, but the emotions tied to the loss overshadowed that detail.

 

- In case tone or intent gets lost in the written format (one of my many flaws): none of what I have written is with the intent of defending Thorum. Shipping/Processing/Handling does cost money though and even with what you paid, they probably ate as much cost on their side through other variables that sellers inherently undertake for customer support processes such as this one.