ComplaintsforSirena Inc

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I decided to splurge on an expensive vacuum ($750). I watched videos on the product and could only find good reviews and the company offering a 30 day money back guarantee on their product if you are dissatisfied. The vacuum was purchased and tried out. After using it once, the on and off switch button was peeling away from the vacuum along with all its other labels. I did not like how the vacuum uses water to contain what ever is vacuumed up, because the way to dispose of the contents as stated by the company is out in your yard or down the toilet. You must be very careful what you vacuum up, i.e. hair ties, broken glass, broken plastic pieces, because you would need to dispose of these things down your drain, in your yard, or fishing them out of a very dirty basin of water. After vacuuming you need to let pieces of the vacuum remain disassembled to allow it to air dry to not create mold, which occupies additional space in the house instead of putting it away. We called to return the vacuum in which they informed us that they charge a 25% restocking fee and you need to pay for shipping which costs upwards to $100 dollars (totaling approximately $300 to return). They also offered $100 dollars to keep the vacuum instead of returning it. Their 30 day money back guarantee is deceptive because it will almost cost you half the price you paid for the vacuum to return it while incentivize you to retain their product. I wrote a review on their website about what i did not like about the vacuum and this experience. It said it was pending review and then was actually never posted. Looking at their website they only allow 4 or 5 star posts through. This too is very deceptive. I feel tricked into buying and retaining the product. I will pay the shipping charge to return but do not want to pay the 25% restocking fee.

  Business response

  03/03/2022

  Good day,

   

  In order to return your unit you will need to send it to the address below  on your account as well there will be a 25% restocking fee once received. that’s the return policy that we have with in 30 days after that you cannot return the product.  please see return policy below that is listed on the website that you bought the unit from.

  
   https://www.sirenavacuum.com/pages/return-policy
  
  
  
   Sirena Inc
  11334 Boggy Creek Rd., Suite 107
  Orlando, Florida, USA 32824
  Tel. 407.852.5927Tell us why here...

• Initial Complaint

  18/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sirena vacuum April 16/21. I thought I would try a Canadian company. In September 2021, one of the clips on the basin snapped off when I was putting it together. I phoned Sirena and left a message stating the issue. They phoned me back and said that this part was not under warranty and that I would have to pay for a new basin. I drove to Calgary and talked to one of the distributors. They contacted Sirena and were told the same thing. I purchased a new basin from them for $65.00. I have taken extreme care from that point making sure that I am fastening the basin to the motor. Now on Feb 18/22, the exact same thing has happened. I sent an email to Sirena, but don't expect much. The brochure I received when I purchased the vacuum states "the Sirena vacuum has a warranty (to the original purchaser) against defects in material and workmanship for a period of 10 years on the Sirena main unit motor, 3 years on power nozzle motor and all other parts, and 1 year for labor, from the date of purchase." This states "ALL" other parts. They definitely have an issue with their basins and are not upholding their warranty promise. I can't afford to keep replacing basins every 4-6 months, that is just not money wise. They should stand by their warranty. If I have to I will be buying a Rainbow, at least I know they stand by their product.

  Business response

  18/02/2022

   

  good day,

   

  please see below warranty terms, this is listed  on www.sirenasystem.com  it's  been the same warranty for over 7 years. Basins are not covered.

   

  What exactly is covered under the warranty?
  The 10-year warranty covers the main unit motor on new Sirena vacuums. It also includes 3 years of warranty on parts (including the power nozzle motor, but not the normal wear parts such as the basin, belts, bristles, and brushes), and 1 year on labor.
  Recertified Sirena vacuums are covered by a 1-year warranty on the main motor, 1 year on parts (including the power nozzle motor, but not the normal wear parts such as the basin, belts, bristles, and brushes), and 1 year on labor.
  Sirena Twisters are warrantied for the period of 1 year from the date of purchase. You will need to register your Sirena Twister here to activate your warranty.

  Customer response

  18/02/2022

   
  ********** ********
  
  I am rejecting this response because: On the brochure (attached) that came with my vacuum, under the Sirena Warranty, it does not mention the basin, it differs from your on-line warranty.  Is this because you are finding that the basin is having issues, so you decided to include it on-line?  It's apparent to me that the basin is indeed an achilles heel!
  
  Sincerely,
  ****** ********
  

• Initial Complaint

  25/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased a new Serena Vacuum on 01/16/2022, it was delivered on 01/22/2022. We unpackaged the unit next day on 01/23 for use. During unpackaging, we noticed some of the plastic around some of the parts were already opened. We also discovered that some of the parts contained dirt/scratches which indicated that this was not a new unit. I sent an email with photos same day and received a call first at 7:00 a.m. PST on Monday morning, they left a voicemail as I was still sleeping. I received a second call about an hour later. The person let me know it was Sirena calling and how could they help. I stated that everything, along with photos, was in the email I sent. I did not get his name nor did he mention it when he called, but said when the units arrive from China, they are tested in Orlando. I then asked "Don't you then clean the units"? He kept saying that this was a new unit and offered $100.00 discount or return/replace. For $750.00+, I expect a new unit that does not show any visible signs of dirt or use, so I said return/replace. I then called back around 5 minutes later and said that I prefer to return the unit since it has obviously been used and did not appreciate the way he spoke to me. He then said I only have two choices, take the replacement or return the unit minus a 25% restocking fee. I said, again, that the unit was obviously used and there should not be a restocking fee. He continued to raise his voice, told me take one of the options and I had a horrible attitude. I responded and said he was a horrible customer service rep. and can't believe that he talks with customers that way. I asked for someone else and he said there is no one else. "If you send an email, chat or call another number, I will respond. There is no one else." He was supposed to email a label for return/replacement, still no label and it's been over an hour. I would like this used unit returned for a full refund. I've never experienced such horrible customer service.

  Business response

  25/01/2022

  Good day,

   

  We have spoken to the customer and told her that we will replace her unit free of charge as well we sent her a  prepaid label from Orlando Florida office yesterday.

  we have been in business for over 10 years because of the great service we offer,. at his time all she needs to do is to ship her unit back so we can replace it for her.

   

  thank you

  Customer response

  26/01/2022

  
  Complaint: ********
  
  
  I am rejecting this response because of receiving used parts.

  I requested to return the product and was told there is a 25% restocking fee. How can you charge a restocking fee for sending used product when I purchased new? You don't get free money from a customer for sending something that did not correctly fulfill the order. This shows you do not have good customer service. The entire order was dropped off yesterday for return shipment.
  
  
  Sincerely,
  
  **** ******
  

  Business response

  27/01/2022

  Good day,

   

  We are willing to send you another unit as a replacement, even though the unit you received was new as well but we do test them before we ship always a bit of dust on it does not make it used.

   

  Unfortunately we have no choice but to charge you the 25% fee as per the return policy below, unless you would like for us to send you another unit., please let us know.

   

   ************************************************

   

  thank you.

  Customer response

  27/01/2022

  
  Complaint: ********
  
  I am rejecting this response. ** ********* ******* ******* * ********** *** ** *** *** ******* **** ********

  I understand testing, but if you've been around for as long as you say you have, you should know by now there is little to no chance that any of the accessories are bad, so why test these. The motor should be the main concern and you should have test accessories that are labeled as such and used for all of the vacuums. This shows you have no Quality control or Inspection in place to check for dirt/debris before packaging. You seem to think because you tested the product, it's ok to ship it to customers dirty which shows as used product. It's also interesting that you only have one person at your company which is what I was told on the phone.

  Your restocking fee was 15%, it is now 25%. I don't know of anyone that would just give away almost $190.00 to a company for their mistake. As I mentioned in my previous message, the order was shipped back complete, you have the tracking number and can check status.

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

• Initial Complaint

  19/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Sirena Vacuum System and received it via ***** on September 19th. I contacted Sirena via email & phone on October 18th and requested to return the product because I was not 100% satisfied with the product. They said I was past the 30 day return window and denied my return request. They said the 30 day window frame started at the time of the order and it states on their website that it’s 30 days from the receipt of the order.

  Business response

  01/11/2021

  good day,

   

  Out of good faith, we did allow the customer to return the unit.

   

  thank you.

  Customer response

  02/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  13/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vacuum from the company a little over a year ago. I have been having problems with it. I finally got up with someone after weeks of calling and emailing. When I finally got up with someone, he told me to review a video and make a video 60 sec long to send showing we completed the steps. I made them, had a problem doing all of steps in 60 seconds and tried to send one at a time. It didn't work because it was too long. I emailed over and over and called and couldn't reach anyone for over a week again. Finally, my husband called them and was able to get someone on the phone. They told us to replace a belt that wasn't broken and if that didn't work , make 30 second videos. I called back myself and explained that I don't understand why they won't look at the vacuum. The man picked up phone and said to me that he had no idea who I was, how was he supposed to know? He was rude and we still don't have vacuum issue solved.

  Business response

  13/10/2021

  Good day pls call us at *********** we would love to help, also our policy is we need a video for warranty. 

  Customer response

  13/10/2021

  
  Complaint: ********
  
  I am rejecting this response because: I have been clear in telling Sirena that I made videos to send them , but they were too big to attach. I made them exactly the way the videos they sent instructed. The vacuum still isn't working and it is very obvious that there is an internal issue. After many weeks of trying
  
  Sincerely,
  
  ***** ****** 

  Business response

  13/10/2021

  pls call us at ***********

• Initial Complaint

  08/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a sirena water vacuum at the beginning of February and didn't redirect the unit until March! Only 2 weeks after receiving the vacuum the high adjustment for the hard floor wand broke causing me to tape it in place I sent a complaint to the company with no response in the past 2 weeks one of the clips that attaches the motor to the base broke off and now it just won't power on at all! It ran got wrapped up and a day later wouldn't cut on! I have sent 3 requests to the company with zero response every customer service# listed has a voice-mail and I've emailed them as well with no response!

  Business response

  09/09/2021

  good day,

   

   

  i will personally call you today my self to help wit the issue you are having,  feel free to call me as well at **** *** ****  ask for ******  or **.

   

   

   

  thank you.

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