Recently I placed an order with Smarthome.com which included software for home automation. The program was received all ready opened, but I wasn't concerned because I've never had trouble with any SMARTHOME.COM products before. I installed the software, but it did not work with three different controllers it was supposed to work with. After working with it for 2 days I gave up.

I called SMARTHOME.COM to return it, and first was told that I couldn't return it because it was outside of 30 days. I pointed out that I did not receive the order until 10 days after it was placed, and therefore the order was still within the 30 day period. They checked the delivery date and confirmed this, and then told me that they have a no return policy on all software so it could not be returned.

I have been a SMARTHOME.COM customer for years. This is my first return to them. They advertise a no hassle return policy, but this is hardly no hassle! I do understand the policy on returned software, but it seems that if they SEND out software that has all ready been opened, then they should accept it back - especially when it doesn't work! I realize this requires a bit of trust, but I have been a customer of theirs for years, have never returned anything and have always been happy with what I've ordered.

I'm very disappointed with the merchant over this issue and would like a better resolution. I think at the very least they could offer at least a 50% refund! I'm willing to take some responsibility even though I feel the entire situation is completely unacceptable.