Kristy O.’s Reviews of Right Stuf & more

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“They took $121.09 from me and made up a policy about time limits to justify not helping”

9/15/21

I had been using this company for over 10 years.

My item was lost in the mail (USPS gave me the empty box) and they wanted me to mail in a physical claim form. I let them know that it would take time cause I didn't own a printer and the libraries were not open due to covid. I was eventually able to get access to a computer and mailed them the form.

The agent who first took my complaint said she would close my issue and that they would work on it again when they received the form. I sent them a follow up email letting them know my issues with printer access (not all of us can afford such things) and never heard back. I was eventually able to due so, but again never heard anything.

I recently contacted them regarding this, but they claimed they never received the form and that too much time passed so they would not give me my money back. I was NEVER told of a time limit. This is in the time of covid when their own website even stated it could take longer to process and ship things, but apparently their customers that are wronged are expected to have the means to own their own printer and work under there time tables. Nothing like taking advantage of the poor for your own gains I suppose.

I have no doubts the form arrived, but since the original agent said she was closing my request upon the form review I believe their staff saw the issue closed and just threw away the form. Is it possible the form was lost in the mail? Sure, but since I've never, ever had that issue before I have a hard time accepting that this company "never received my form".

Be aware that if even if you are not an employee of Right Stuff you are still expected to operate under company time.

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Thank you

Jake H. – Right Stuf Rep Over a year old

Hi Kristy,

We appreciate you reaching out to us but we'd like to clarify some of the claims you are making. We took $121.09 and sent you the product you ordered. Your items were lost in the mail and we're sorry that happened. The policy you stated we made up has been on our website for years (https://www.rightstufanime.com/returnauthorization).
You didn't need to mail in the physical claim form but we needed you to fill it out and return it to us. That meant either by scanning or even taking a picture of the claim form that you had filled out and emailing it back to us.

The first representative you were working with advised that the case would be closed and after 2 weeks of no response, a case gets archived. So when you finally did get back to us, you responding to a closed case that had been archived meant no one was receiving those messages. It had been over 3 months since you first contacted us before you say you sent the form to us and it had been another 4 months until now when you are following up about it.

I'll be reaching out to you to offer a solution as it's certainly unfair your items were lost in the first place and we were willing to work with you to get a replacement out but we do have a policy in place regarding how long we have to file the claims with the shipping company. We understand your frustrations and hope to be able to work together to get you the items you ordered.

Best,
Jake Hockenberry
Customer Care Manager
Right Stuf Anime