Crystal P Ovk

Palm Fan Store - Misinformation, restocking fee, unprofessionalism

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We purchased a fan from this store online. The description says it comes with a universal downrod for sloped ceilings with no other specifications or mentioning that it does not work for all sloped ceilings. We got the fan, paid an installer to come out, only to find the mount is not universal for sloped ceilings. When we emailed to express our concerns, we were told it only goes to a certain slope and we would have to pay extra for an adapter. We're already out the installer fee the first time to see it won't work, and now we have to pay for a second trip and an extra part to see if it will work. We expressed that we would prefer an exchange for a different fan and they are demanding a 20% restocking fee, and we have to pay for shipping to get it back to them. We expressed we believed this was unfair and we would now like to return it for all of our money back as we were misled by the online description, and we were told by the store owner we should have called first to make sure the fan would work before buying it, followed by a lot of unprofessionalism and hostility.
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Loss:
$650

Preferred solution: Full refund

User's recommendation: Go with a big box store with a no hassle return policy.