We are a collagen supplement company in the UK called Edible Health Ltd and we purchased some shaker cups from a Chinese company through Alibaba (having paid for a sample first before ordering 100). When they arrived around 75% were damaged/dirty/poor quality.
We contacted the manufacturer and sent photos and videos. We entered into some discussions and they insisted it wasn’t possible for so many to be damaged, despite the video and photographic evidence. They offered $100 refund which we turned down as the cost to us was $600 and most were not fit for purpose.
They then asked us to ship the products back to China and said we would get a full refund but wouldn’t cover the shipping costs which were likely to be around $200. They also wouldn’t guarantee a refund. Unfortunately by this point Alibaba couldn’t help us as we didn’t realise we had to raise a dispute with them within 30 days of receiving the goods. We did raise a dispute within this period but it was with the manufacturer.
We suggested to the manufacturer that we would clean up any that we could and ship the damaged and unusable ones back (this way the shipping costs would be reduced) if they gave us a 50% refund and reimbursed the shipping costs upfront. We gave them until 28th July to respond and said if we received no response then we would be looking for a full refund.
We are looking for someone who can write a legal letter to the company and deal with a small claim.