I ordered a screen the other week (no need to blast the company ordered from, screen brand or shipping company yet as I am just looking for some opinions). The box showed up damaged and a look inside showed the it ripped through the wrapping and tore some of the black velvet off the frame. I contacted the company, declined the product and a new screen is to be manufactured for me at no charge and no additional shipping. I contacted the company and asked for a refund of the entire shipping charge and they still should have to send the new screen for free. The company said they already paid the shipping company and I would need to contact them directly. I asked if this is a shipping company they use frequently and they were not sure as the person was not in the logistics department. I then indicated that I feel they are pushing this to me and it should be them to contact the company. They said they would not.
I can't help to think this is a like hiring a general contractor and his subcontractor messing up the work and the general contractor says it is not his problem and I have to get the subcontractor to issue a refund. Maybe my analogy is off.
While I am appreciative that they are willing to replace the screen and there is no further shipping, I feel irritated that the shipping company essentially still gets paid for this shipment when they screwed it up. The shipping fee was $127 so it was not cheap.
Just looking for thoughts on whether I am being petty or not. I am not a person that looks for something for nothing but am in the service industry and feel the shipping company should refund the shipping fee and eat this one. Further, I feel I should not be the one to have to make the calls and it irritates me and makes me think less of a company who pushes their clients off on a third party that they choose (not me). They certainly would likely have more weight in such a request than I would, at least that is what I think. Let me know what you all think.