Complaints

• Initial Complaint

  31/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order with the Qi Life Store and bank transfer was received by them on Jan 23rd, 2024. The store told me that "Once we confirm receipt of the full payment, we'll immediately proceed with processing your order and will notify you regarding shipping and delivery." The order was for the Qi Mini System with Resonate Console 1 for $1,799.00 and this was paid to:Account holder: ******************************ACH and Wire routing number: ********* Account number: ********** Account type: Checking Address: ************************************************************** Later in the evening on the 23rd I received an email from ***** **** that reads: "Dear *****,I hope this message finds you well. I am writing to address an important issue regarding a recent email you may have received from us.Due to an unexpected technical glitch with our email service provider, an incorrect email was inadvertently sent to a number of our valued customers, including yourself. This email incorrectly stated that your payment had not been completed. I want to assure you that this information is not accurate and the message was sent in error.Please disregard the previous email regarding your payment status. We have confirmed that all transactions and payments have been processed correctly and there are no outstanding issues regarding your account.I have waited for my order to arrive and it never has come. I assumed they were just running slow and I should be patient, Then I received an email stating that "we have experienced technical difficulties with our email server..." so I assumed this may have been part of the delay, but it wasn't. Now the store is making excuses and they cannot even keep their lies straight. I have been told by them that my order was paid and the account is fine, I've been told they can't find my order, then they said I paid for the smaller package and not this one, and then again back to they cant find the order. I want my item or $.

  Business response

  05/11/2024

  On January 24, our system mistakenly sent a pending payment email to all our customers. We responded to *****, explaining that the message was sent in error and that he should disregard it since he did not have any pending orders with us. We confirmed that there were no outstanding payments owed by him at that time because he doesn't have any pending orders (see attached email).
  
  Since then, ***** has been in touch with us multiple times. On March 25, he contacted us regarding access to the free frequencies he purchased from our website, which we replied and sent the link (see attached email). Later, on October 8, he requested a free demo for one of our products. Unfortunately, we had already discontinued that demo program, and we conveyed this to him (see attached email).
  
  On October 8, ***** contacted us again regarding an order for a Qi Coil Mini System with Resonant Console 1, valued at $1,799. However, we found no record of any such purchase under his account. He also sent only confirmation emails for his free frequency purchase but none for a Qi Coil Mini System order. If a valid order had been placed for the Qi Coil Mini System, ***** would have received a separate order confirmation, just as he did with his previous free frequency orders.
  
  Additionally, ***** indicated that he had sent a payment to our company account, yet our records and attached bank statements from our ****************************** account confirm that no payment was received.
  
  We are committed to providing quality customer support and are eager to resolve any misunderstandings. We encourage ***** to verify his records and to reach out with any additional information that might help us resolve his concern.
  
  Thank you for your attention to this matter, and please feel free to reach out with any further questions.

  Customer response

  07/11/2024

   
  Complaint: 22472178
  
  I am rejecting this response because it is just another poor attempt to defraud a customer utilizing irrelevant information.  To begin, you keep using this mass email as a defense and claim it applied to everyone.  Well if you read my complaint more carefully you would see that I did in fact have an order prior to this date.  I know this because on Tue, Jan 23, which is before the email you are quoting parts of, I received another message from you about the initial failed payment.  Why would I have received a message from you about a failed payment for an order, if no order existed?  Did you send those out by accident now too!?  Because on the morning of the 23rd you told me, "Hi *****, Thank you for purchasing at Qi Life Store.  However, it appears that your recent order is still pending due to incomplete payment. We'd love to proceed with processing and shipping your items, but we must receive the full payment before we can do so.  Here are the details for completing your payment through bank transfer:"  Notice the phrase, "recent order still pending", which indicates an order did in fact exist, and the word "still" shows that you had the order for a while prior to this message from you.  So your mass email defense holds no water.  Shortly after this I made the payment to the location you provided.  The same day, which again was the 23rd, I received an email saying "Please disregard the previous email regarding your payment status. We have confirmed that all transactions and payments have been processed correctly and there are no outstanding issues regarding your account."  So again, not the 24th, but the 23rd, and this message came timely after my payment was made, and after you thanked me for the purchase.  This was relevant to me because I had in fact made a transaction and it was processed correctly, after the initial one was not.  Are you telling me that all customers who made an order prior to the 24th were also denied their order or saying that you had no orders at all before that day?  Because while some people may have received the email you speak of in error, some other people, such as myself, did actually make an order in this time period.  And again, you said that message was on the 24th but my order was made, had a failed payment, then had a reissued payment, and was processed correctly without issue, BEFORE the 24th.  We have been over this at least ten times already and it is getting old.  Repeating something as you are does not give it credibility.  I also received messages from you saying you couldn't find my email either, yet somehow my email worked fine when getting messages about my order initially.  So how is it that my email was in your system as evidenced by the message from billing, but now you can't find it?  It is because you have a faulty system and you even admitted this in messages at a later date.  Again, it is not my fault your system crashed and lost things, but the fact remains the same, that you never would have replied to me about my order back then if there was no order or email on file for billing, but you did, and there was.  You mention the frequencies many times.  Yes I made order for those.  Is that a problem now?  I fail to see the relevance here.  I made those orders for frequencies while waiting on my item that never arrived.  Yes I provided proofs of those frequency orders.  That is because I had proofs of the orders on file.  I had proofs because those were saved on my device, a device that I had recently obtained to replace an old device.  I did not provide the confirmation you mentioned because I did not have it.  And just so you hear me correctly, I said I "did not have it,"  which is different than saying I never received one.  I cannot provide what I do not have.  The absence of evidence is not evidence of absence.  I made an order, you verified it then.  Your excuses are very transparent and do not support what you say.  My order was paid for even before the date you mentioned about a mass email, and the message assuring me my account was in good order and the payment was processed was before the email your defense stands on.  I want my order.  Or you can simply refund me for the amount in full.

  Customer response

  08/11/2024

    I just responded to the business who failed to provide my product.  As I was looking over the message I noticed that you had incomplete information on the complaint page.  I am not certain why the information did not get input, but I would like to provide it to you so that this record is accurate and complete.  The missing information said "none provided" on your page, so I will fill in the information here so that it can be fixed  Please note the answers in red and update the complaint file.  Thank you kindly!
  
  Nature of Complaint:
  Delivery Issues
  Date Problem Occured:
  Between January 23rd and is still ongoing today, 11/07/24
  Date(s) Complained:
  Began seeking resolution on 10/09/24 after a lengthy waiting period.  A prior attempt to obtain the order was made once sometime around June as well.
  Purchase Date:
  01/23/2024
  Salesperson:
  My emails said ***** ****, were sent by **************************************** one message was sent by someone named ***** ****** and *****, but in general they do not provide names in correspondence.
  Product/Service:
  Qi Coils
  Model #:
  Qi Coil Mini System with Resonant Console 1
  Account #:
  I do not know.  I believe the business would have that on file.  I have some order numbers for other items, but no account number is known by me.
  Order #:
  Unknown at this time
  
  Purchase Price:
  Item listed at $1,799.00 and included taxes and shipping
  Payment:
  Was issued to 
  Account holder: ******************************
  ACH and Wire routing number: *********
  Account number: **********
  Account type: Checking
  Address: ******************************
  *****************
  Disputed Amount:
  1799.0000 plus applicable taxes and shipping

  Business response

  09/11/2024

  We can confirm that no payment for the Qi Coil Mini has been received, as supported by our bank statement provided. Additionally, we have not received any proof of payment from the customer.

  
  We would also like to point out that all orders placed on our website, including those with pending bank wire payments, trigger an automatic order confirmation email. Unfortunately, the customer did not receive this confirmation, which further supports that no order for the Qi Coil Mini was placed in our system.

  
  We made several attempts to resolve this issue by asking the customer to provide the order number or forward the confirmation email. Since no such order number or confirmation email was provided, we can confidently state that no transaction or order was completed for this product.

  Customer response

  17/11/2024

   
  Complaint: 22472178
  
  I am rejecting this response because:  This business is not even attempting to resolve this matter.  They continue to deny without the ability to step back and look at things objectively.  I have replied and responded to every one of these comments that they have made MULTIPLE times and my words have fallen on very deaf ears.  They continue to waste my time and are now wasting the time of anyone mediating this issue.  For the last time, I should not have to continue to repeat myself.  I would suggest that people avoid doing business of any kind with them as their tactics are immature and the well being they claim to promote is not reflected by their practices or their lack of objectivity and customer care.  

  I will repeat this now and not again;

  I made an order.  That order failed because of a third party issue.  You responded saying the order failed and to try again this time using a different method.    The business said, "Once we confirm receipt of the full payment, we'll immediately proceed with processing your order and will notify you regarding shipping and delivery."  The payment was made to you at the address previously provided. Upon receipt of payment you sent me a statement that said, "" We have confirmed that all transactions and payments have been processed correctly and there are no outstanding issues regarding your account."   The payment WAS processed correctly which is why I was informed of this.  That is acknowledgement of receipt of payment.  "There were no outstanding issues regarding the account."  This acknowledges that there were no longer any issues and the account was in good standing.  This confirms my customer status, it confirms my order was made, it confirms the payment had been processed, and it confirms that there were no issues.  Why now is this business arguing these facts when they are the very ones who made this statement.  This was not something said by an unrelated third party, this statement was made in writing by this business with the name ***** **** signed at the bottom.  To me this seems to be a very clear verification and finalization of a contractual agreement with this business. 

  In response to the latest message from them, they again commented regarding, "we have not received any proof of payment from the customer."  This is not an accurate statement.  I have indeed provided a form of proof of payment and it was mentioned above.  The proof of payment can be found in the email your business sent me that says "We have confirmed that all transactions and payments have been processed correctly."  The proof I have is your own words telling me you confirmed my transaction and payment.  If this business will not accept their own words and statements as proof than they are clearly deceptive and dishonest.  If people are to accept what you say as valid than you cannot turn around and dispute your own statements and words later.  My proof is YOU saying you received payment.  If you still cannot understand what I am saying I apologize, as I cannot make it any more simple.  .
  
  I was told, "We would also like to point out that all orders placed on our website, including those with pending bank wire payments, trigger an automatic order confirmation email. Unfortunately, the customer did not receive this confirmation, which further supports that no order for the Qi Coil Mini was placed in our system."  Nothing about this statement made by the business is factual and indicates they are not focused on this issue.  At no point did I ever claim  I did not receive any confirmation information.  I said I did not have this.  To clarify for the company and the BBB, not having something does not mean I did not ever have it.  It means I do not have it now.  I certainly did at one point and that point is not now.  This has already been discussed and if they require an answer as to why I do not have this, read the previous correspondences.  
  
  The business also said, "We made several attempts to resolve this issue by asking the customer to provide the order number or forward the confirmation email."  Making a demand is not an attempt to resolve anything, it is simply a demand.  My response to your demand is still the same as it was the last time we corresponded about this.  I do not have this any longer therefore cannot provide it to you.  I had it at one point and that point is not now.  Absence of evidence is not evidence of absence.  The statement made by the business, "Since no such order number or confirmation email was provided, we can confidently state that no transaction or order was completed for this product."  In no way does my not providing them with a document they previously provided me indicate no order was completed, it means no document was provided by me.  That is all it means.  And I can confidently state, one thing that proves the order was completed, was the statement made by the business via email, telling me the order was completed.  You have already been provided a copy of this email.

  If they believe that making demands is a form of resolution than I would remind you I have made several attempts to resolve this issue by asking the business to provide the order or refund the money, however they have not accepted this resolution. 

  SO since you are working so hard to resolve this, and I am as well, I would suggest you cease with the repeat statements, so that I can stop repeating answers, and actual resolution can begin.  

  What is your proposal for a resolution?  I proposed you:

  1.  send the item as originally ordered which was the qi coil mini system with resonant console 1,

  2.  send an order consisting of qi coil mini system - mobile **** & pemf therapy and issue refund for the difference in pricing of these two items which is $1,150.00

  3.  refund the item entirely as ordered in the full amount

  If one of these three options is not acceptable for the business than I suggest that they make an attempt at resolution and offer some resolutions or ideas here.  I do believe these options I offered them are reasonable.  I would expect a little reason in return.

  Sincerely,
  
  ***** ******

  Business response

  02/12/2024

  To reiterate, no payment for the Qi Coil Mini has been received, as confirmed by our bank records, which were previously shared for verification. Additionally, we have not received any proof of payment or transaction documentation from the customer to substantiate their claim.

  We have made several good-faith efforts to resolve this matter by requesting the customer to provide an order number, a confirmation email, a bank wire transfer receipt, or any other proof of payment. Despite these requests, no such documentation has been provided.

  Based on the absence of evidence and our own financial records, we can confidently confirm that no transaction or order was completed for this product. Therefore, we are unable to fulfill any request for product delivery or issue a refund.

  We remain committed to addressing any legitimate concerns should the customer be able to provide the necessary documentation to support their claim.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩