ComplaintsforOrchard Labs Inc

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** 7th gen I ordered had physical and visible damage I believe goes beyond the standard/level of usage I paid for. The pictures I saw online in the listing did not include the chip/dent on front bezel where it meets the screen. If it was on the back of device and a case cover it, I wouldn’t care. But it’s right on the front and is clearly visible. When I reached out to customer service, I was told that kind of damage falls into their level of grading. Are you kidding me? $400+ for a dent/chip on front bezel, that you can’t hide? That’s ludicrous. I could’ve bought a like-new 9th gen **** directly from Apple for 50$ more, or a brand new 10th gen for not much more. What’s even worse is prior to purchase in the listing it said multiple available, yet they decided to pawn a badly chipped one on me instead of sending one that looked as good as the one in the listing did? Really not happy.

  Business response

  09/06/2023

  This customer originally believed he purchased our Like New condition. He is right that the images he shared were inconsistent with our Like New condition tier. 
  

  However he bought (and paid for) a Very Good condition, which this cosmetic imperfection is completely consistent with. We offered the customer to upgrade to the intended Like New device (and pay the price difference) and return the original at our expense. He was not satisfied with that resolution. 

  While we maintain that the **** he purchased is in a condition completely consistent with our Very Good grading, as a goodwill gesture, we offered a $21 refund on his purchase price.

  So far as we are aware, the customer is satisfied with this resolution.

• Initial Complaint

  16/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an ****** from Orchard. I did not order the ****** but was charged for it. I would like a refund and I would certainly return the phone if directed.

  Business response

  05/01/2023

  This customer bought a phone from us on our ****** store. We have zero control over the purchases made on ******: ****** simply notifies us when someone has bought one of our phones and we ship it according to their policies. This is what happened in this instance: the assertion that Orchard charged them without their approval is absurd -- as vendors on ******, we have no ability to charge ****** customers. We can only react to orders that customers place on ******. Perhaps someone else placed the order on his account?

  Anyway, we shipped the phone per ******'s shipping policies. The tracking for that order is below. It shows as signed for and delivered on December 15th. While the phone was en route, the customer reached out to say that they did not want the phone. We suggested refusing delivery at the Post Office, which the customer claims to have done. However, the tracking shows delivered (when a package is refused and returned to sender it reflects this). 

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

  We have even provided the customer a return label to send it back to us. So far that label has not been used. 

  Per our return policy, we will gladly refund the purchase if it is returned to us. Why this was brought to the BBB's attention is totally beyond us.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought a ****** ** *** *** from them on August 5th and dropped package off to *** for return on August 16th. Package went missing with *** they originally wouldn't file a claim to *** because their policy forbids them for doing so. Found out I can open an claim with *** myself, did so on September 22. *** Tracking number (******************). They are not cooperating with *** so *** had to close the claim and are unable to reopen it without them requesting it..

  Business response

  05/09/2023

  Thank you for getting in touch and taking the time to hear our side of the story.
  
  This customer first contacted us to initiate the return of the device they had bought with us because they had found a better deal. Our 90-day warranty is quite flexible and allows for this type of return. We authorized it and immediately provided them with a prepaid shipping label from a trusted carrier, ***. We do have free returns within Canada as part of our policy for customers purchasing phones directly from us.
  
  The shipping label we sent clearly displayed two Canadian addresses (the customer's and ours), and the postage paid matched the *** fee for urban Ontario to urban Ontario shipping. Yet, the customer chose to mail their package from outside of Canada. The tracking page indicates that the package was dropped off at a *** access point in Florida, USA. The customer confirmed they mailed the package from the USA, saying they had to go on an "emergency vacation".
  
  We are a Canadian company and we are not able to assist with international returns. We cannot cover shipping nor any customs or import fees. We cannot assist with shipping issues occurring outside of Canada either. The policy the customer refers to in their complaint is in regard to shipping a return from a foreign country – our policy simply doesn’t allow us to assist with returns initiated from the US. 
  
  At the customer's request, we have however worked with *** to help their investigation on the whereabouts of this package. Unfortunately, we were not able to provide *** with the information they required to complete their investigation. They asked us to confirm the contents of the package by providing a serial number. We have no reliable indication that this particular package contains the high-value item the customer was looking to return. In fact, looking up the serial number of the device they originally received, we can see that the phone is currently in use.
  
  As a reseller of smartphones, we face frequent attempts to defraud our company via the shipping process. These attempts involve defacing our labels, mailing empty packages or packages containing random items, and claiming they were lost in the way. They follow similar patterns -- high value items returned shortly after being received with no functionality issues. This transaction has every red flag imaginable, and the order being shipped from Florida (with no prior mention from the customer of intending to do so) was the final indication that this was not an honest return.
  
  We will happily refund this order should we receive the device back at our HQ, in the same condition as we sent it out, with no account and activation lock on it, as per our return policy.
  
  Please feel free to get in touch again if you need more information from us.

*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. ↩