Hello Dashminelover,Finally got response from Mary (support executive) who admits to violate the T&C indirectly but still trying to justify that they are right even after violating their own T&C.
I think either she don't know English well or not ready to accept their violation.
We haven’t responded to you because we have many other customers to take care, not just you. We have responded to your request many times previously. We consider your request is unethical and unreasonable.
1) We are following our Terms and Conditions.
2) You claimed we “violated” our T&C by not sending you an email when the product was shipped. Your UPS Tracking Number was updated on 8/7/17 in the system, an email was automatically sent by the system when a shipping track# was updated and the order status was changed to “Completed”.
3) The delay of your machine was caused by your customs, not us. We clearly stated in our T&C “You are responsible for the payment of all taxes, duties, and import fees if applicable in your country. We are not responsible for any loss caused by your home country customs delay”.
4) You asked us to compensate you $4800 from the customs loss and price reduction between the two shipments of our products. That is unreasonable.