Spent $$ on wooden blocks with "beautiful nine-colour palette." Got seven blah colours. novanatural.com's response: "that's what our supplier gave us." Visa: "That's, uh, a bad situation." Now what?
A month ago I ordered $50 blocks
because they looked so nice, and I was happy to spend $35 on shipping for them. The description has been changed on the site, but as per the catalogue, they were supposed to have a "beautiful" "nine-colour palette."
I got seven colours that don't look like the ones in the catalogue, with twice the amount of an unappealing orange. They were shipped loose in the box, and there was some paint transfer that made it look like a toddler had been at them with a marker. Here's a scan of the catalogue page and the actual blocks
I immediately sent a polite note, and waited ten days for a response blithering about the "handcrafted nature" of the mistake and about "subtly varied shades of each dye hue being taken up. From our point of view, these nuances only add to the beauty of the blocks." I tried again to explain: you advertised X and sent Y. I also pointed out that the "estimated shipping" was $35, the actual shipping was $25, the credit card damage was $35. I said that receiving the missing colours would still make for an unhappy experience but I'd be satisfied.
No; the crap they sent is the crap they got from their supplier, tough. How about a $10 gift certificate?
I asked them to make arrangements for me to ship the blocks back to them at their expense and for them to refund the $85; that was ten days ago, nothing.
Visa's position is that I can return the blocks at my own expense via registered mail and they'll credit my card the $50 purchase price within 30 days. I would then be out more on shipping than the blocks are worth, of course.
I'm amazed by this; I've never had a problem with ordering from novanatural.com before. I couldn't be more disgusted with them now, though. $85 is a lot of money for ugly blocks, and at the end of the day, it's my daughter who's getting shafted, with the ugly blocks still in the box. I pointed out to Nova the obvious play irritation of the double-the-amount-of-one-colour problem...
Do I have any possible recourse? (FWIW, they are in the States, I'm in Canada.) They are not listed with the BBB, unsurprisingly. Ontario consumer protection what-not doesn't seem to offer anything that applies.