ComplaintsforStructube

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The recent history of this issue began on April 19/24 when my husband took the bed frame out of it’s packaging, which caused my eyes to burn whenever I walked by it. It was then we noticed a strange smell. Thinking the odour would dissipate we left the frame to air out in a larger room for a few days before installing it in our bedroom. Once my husband set up the bed frame, we continued to notice a strong odour coming from the fabric. Our bedroom being much smaller, it was very noticeable and we had still not used the bed due to the pungent odour. My husband tried to air it out by leaving the windows open but the smell continued. We kept the bedroom door shut as the odour irritated my nose to such a degree that my nasal cavities started swelling from inflammation caused by the odour, making it very difficult to breathe. Along with the breathing problem, I started experiencing headaches and a sore throat. I wore a mask around the house but the problem persisted. On April 27/24 my husband called Structube and was assigned a case manager named ****. She contacted us the same day but we were not available and did not speak until the following day We had a polite conversation on April 28/24, and she requested details of the situation over the phone and requested to email her complete photos of the bed frame which we obliged the same day. **** emailed us to inform us that the Claim Dept. will be reviewing the case and they will follow up with us. On May 1/24 (3 days later) my husband had to contact Structube again, as we had still not heard from them. **** returned our call and informed us that the claim team said we should use the frame for a month before attempting to return it. Completely disregarding my health issues and their product which was causing it. After a lengthy phone conversation **** said she will get in touch with the claims team right away. We called again on Friday May 3/24 because we still had not heard anything from Structube regarding a solution. A medical practitioner had told us to get the product out of the house immediately, or it can trigger worse health issues. My husband at this point had lost his patience and we were both incredibly frustrated at the lack of customer accountability and disregard for my health issues caused by their product. It was clear we were going to get no co-operation and that they were giving us the run around. A very tense conversation took place due to the fact that we felt we were being misled. At which **** repeated that this smell is, “normal”, and my husband retorted, "it is not normal". I have never had a reaction such as this from any product we have ever purchased. My husband continued to ask to speak to a manager or supervisor to which **** repeatedly said there was no one above her and that she was the manager. She said she would contact the Claims Team immediately and get back to us that day, she did not. On Saturday May 4/24 my husband called Structube customer service again and asked to speak to an actual manager. We were told we would be put through to one, but instead it was **** who called us back and that was the conversation where she suddenly blurted out “sir you are calling me bad names and I don’t appreciate that. I am acting professionally with you”. This was an outright lie. Throughout our conversation I had asked many times to send a truck to pick up the item and stated, if you are the manager as you attest, then make a decision and send the delivery truck. ****’s response was, we cannot accept your return at this time, and wait until Monday. So being a professional at Structube is, lying about your customers, lying to your customers, giving them the run around for days, disregarding a health condition brought on by their product, and misrepresenting yourself. On Sunday May 5/24, we received a call from ****, where she offered us a store credit which we rejected, and for the 7 or 8th time we requested our money back. Monday May 6/24 I received an email from the claims dept.stating they have reviewed our request and a customer service representative will get back to us shortly. On May the 8/24, **** called us again and stated they can only offer a store credit and that is the final decision. The same store credit we rejected days before. Again we requested to speak to an actual manager/supervisor for more than the 15th time but were refused out right. We do not want a store credit due to the hassle, the run around, the lying, the obstruction and the abysmal customer service we received. If we have another problem with their product, they have proven they could care less about their customers. We expect to be treated fairly and dealt with in an expedient fashion, not the nonsense we have received. Our last call from Sturctube was on May 9/24 from the Escalation Department. He informed us that we can accept their offer of a store credit or they will close the case, take it or leave it. He said he has other customers to deal with and he is very busy. I repeatedly asked to speak to someone higher up but was again refused. We informed him that we will be reaching out to the ****** ******** ****** and his response was "fine". Throughout the multiple phone calls, follow ups and days of waiting, Structube had continued to refuse our requests to speak to someone who can actually make decisions. They lied throughout the conversations, saying that there was no one above them, falsely accused my husband of name calling, and throughout this entire process none of these communications were done via email so no record would exist. This was our unfortunate experience with Structube online. So we are asking the ****** ******** ****** to step in on our behalf to help us get our money back and to make them accountable to their patrons. Below are the details of the Company. Structube 3300 Autoroute Chomeday Ouest A13 Laval, Quebec H7X 0G1 1-877-721-3787 Thank you. Regards, ***** ******** ************

  Business response

  14/05/2024

  Hello,

   

  We apologize for the issue. One of our customer service representative will contact you within the next 48 hours to schedule the return with a full refund.

  Thank you for your patience and understanding.

   

  Best regards,

   

  Customer response

  21/05/2024

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID 21693568, and find that this resolution is satisfactory to me. 

  The business stated on the phone, once the item is back at their warehouse, they will issue us a full refund to our original payment method. The item was picked up by Structube on May 18th 2024. We are still awaiting the refund to date.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  . Order: April 22nd (delivery Apr 27; closed-not resolved May 7) . What: Couch ************************************************************ . Price: $2,355.84 Bought a couch from *************. Upon delivery/unpacking, noticed a deep hole (bottom corner). We had already spent 1hour+ building the 1st side, so continued as I thought Structube would take accountability for their quality inspection failure. I sent the online form. 2 days later, Apr 29, got a receipt. Nothing til May 2 (5 days later), I got a 2 lines email with 0 empathy saying they're willing to give $50 'non-negotiable' for me to keep it as is! I declined & asked for the exchange/return policy & to escalate. No answer. On Tuesday May 7 (day 10 & +5 days later-1.5 week after my claim-their exchange/return policy is only 7 days), I get a call from a 'supervisor', who said they consider the damage minor so $75. I didn't accept & said I want exchange: pickup old one as is & send me a new one or make a reasonable offer to keep it. If I had returned the couch, would they be able to re-sell it as new? They shouldn't, but I think that's what they did to me. If instead of 50-75$ (2%), they offered 20%+, it'd be reasonable but $75?! I told him I refuse & want to escalate to Head office, he said they are the highest. He calls back an hour later after discussing it with his 'manager' & said they allow a full return IF I unbuild it & wrap it back with the 'original' packaging! I did not keep all that big packaging & it took me more than 2+ hours to build it, I'm not willing to do more work for THEIR mistake. They refuse to exchange it & said new ones are 'reserved' to other clients when I see it is still sold online. He said it's $75, take it or leave it. I said that I do not accept this 75$ refund as a solution & I will make a complaint. The couch has 5?? but it's because they don't accept negative ones like mine, so they are falsifying & cheating people. Please help, this has caused me a lot of stress.

  Business response

  14/05/2024

  Hello,

  We noticed from your pictures that the tiny hole is located on the dust cover underneath the sofa. The dust covers main purpose is to help protect the interior of your sofa from dust. The most we are willing to offer is a $250 discount.

  Best regards,
  

  Customer response

  14/05/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21683692, and while I don't agree with their reasoning and believe they should've done more to compensate for this couch defect, I accept this resolution and that they apply the $250 they have offered to officially close this case.
  
  I thank you for your support.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a dinning room table and the top coating is bubbling and the company is saying its my fault when I always have the table covered with a table cloth, nothing hot goes on the table and nothing wet stays there as we clean spills right away! We do not believe this us a user issue

  Business response

  09/04/2024

  Hello,

  Can you please provide us with pictures showing the complete item as well as your order number?

  Thank you for your patience and understanding.
  

  Best regards,
  

  Customer response

  14/04/2024

   
  Complaint: 21545237
  
  I am rejecting this response because:

  I have added the image of the table and receipt of purchase as requested. 

  
  Sincerely,
  ***** ****
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased the Kinsey couch for $2,999CAD (exld. taxes & shipping) which was delivered with the cambric ripped on March 25, 2024. We contacted Structube immediately and arranged for an exchange. The replacement couch arrived April 2 and everything looked fine initially. When the couch was delivered, it was placed with the cambric on the floor so we didn't notice that the couch was delivered damaged again in the same location until we had already assembled half the couch. We contacted Structube and were told to fill out a return/exchange form online and they would get back to us in 3-5 business days. We now have a large partially assembled couch taking up the bulk of our small living room used by our 4 year old, which as you can imagine, is a dangerous set-up at best. I included in my claim that we would be willing to consider one of the following actions: 1. Return with expedited pickup, 2. Keep the couch as-is for a significant reduction, 3. Structube send a technician to fix the couch, at their expense. They got back to us offering $80 to keep the couch, with no explanation as to why the same damaged couch was sent to us again. It’s important to note that Structube has an open box program where they resell opened products with minor defects for a 25% discount, so I am shocked that all they are willing to offer us is less than a 3% discount. We contacted Structube again requesting to speak with a manager and/or to have the technician option reconsidered as we are just tired of dealing with this at this point. Another claim has been submitted into the void as Structube, for some reason, does not have a front-line resolution system so we’ll be waiting another 3-5 business days for a response. Not only does this leave us with a dangerous set-up in our home with our 4 year old but this is incredibly inconvenient and inefficient. We are submitting a complaint with the hopes of, at the minimum, expediting this process and at best, seeking a more reasonable resolution.

  Business response

  09/04/2024

  Hello,
  
  We sincerely apologize for the issue. We are willing to offer you you a 20% discount (considering the damage is on the dust cover under the sofa) or a return with a full refund. Please advise.

  Thanks you for your patience and understanding.
  

  Best regards,
  

  Customer response

  09/04/2024

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21531848, and find that this resolution is satisfactory to me.

  Please let me know what the next steps are in processing this resolution.
  ***** ***********

  Thank you, ******** ******* ********************
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order: #********** We had bought a bed frame from Structube in November of 2023 and it broke while we were sleeping on March 15th 2024. We called Structube the next day and were immediately told that we are not getting a refund and that structube doesn't "do refunds" despite us asking nicely since the bed was only 4 months old and our trust has been lost. We then had escalated to a "manager" named **** and were immediately met with aggression and told that our options are an e-gift card or a replacement center frame, which would have not solved the problem with the bed being compromised. We decline this offer and stayed firm wanting a refund. **** then began to blame us for having the bed broken, despite us sleeping on it and only offered the e-gift card as compensation. **** then began claiming things like "the feet aren't on the floor" which is not discernable from the photos at all. At this point it's been 3 weeks and we're exhausted, sleeping on the floor and just want our money back for a faulty frame. **** then tells us that we need to send them back the broken bed frame to get the e-gift card, in which, we don't have the bed frame. I live in a small condo, I don't have space to keep broken furniture just sitting around, ontop of that, we were never instructed to keep any of the items. **** then claimed us throwing out the broken bed frame makes us ineligible for warranty service and gaslit us into thinking all of our problems are our fault. **** then says "we never told you to throw it out" and in our e-mail exchanges and recorded phone calls, they never said we had to keep the bed frame in any case. The attitude and the disrespect from Structube has been unbelievable. We are stressed and angry that we have to bear emotional toil because Structube refuses to treat us with respect.

  Business response

  09/04/2024

  Hello,

   

  We apologize for the issue. We will gladly send a replacement frame. Please note that it is very important that the legs under the center support are straight and perpendicular to the frame. Please indicate the parts that you disposed of or that are broken so that we can send you replacements. We've attached a copy of the assembly instructions. As indicated online, here is our exchange and return policy:

  EXCHANGE & RETURN POLICY
  Last updated: March 31, 2022.
  To ensure the safety of our customers and delivery teams, new procedures regarding exchanges and returns have been implemented*.
  *As the COVID-19 situation continues to evolve, we reserve the right to make any necessary changes to this policy without prior disclaimer. We will continue to adapt our practices based on the guidelines established by the Public Health Agency of Canada and local authorities.*
  
  Please review our warranty policy to ensure your item qualifies for an exchange or return.
  If you are not completely satisfied with your purchase, we will gladly accept a return or exchange within 7 days of delivery or pick-up, with proof of purchase. The unused item must be returned in its original condition and packaging. Refunds and exchanges are not applicable on liquidation and final sale items. Returns are subject to a $69 shipping fee plus applicable taxes. Once the item is returned, a refund will be processed based on the original method of payment. Cash refunds are subject to the availability of funds. Price adjustments will be provided within 14 days of purchase, upon presentation of the original receipt. Exchanges and returns will only be made to the address in which the item(s) was originally delivered. Items will be inspected upon return. You will be held liable for damages above and beyond those in which the item was approved for exchange or return. Certain conditions and exceptions may apply.
  Please use our online form for purchases made online as soon as possible with a detailed description of the issue along with a photo. We will take care of the rest! If your order was placed and/or picked-up in-store, please contact your  nearest store location to proceed with your inquiry.

  Thank you for your patience and understanding.
  

  Best regards,
  

• Initial Complaint

  19/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 29, 2023 We exchanged our first table bought from this company for our current table because they were out of stock and this was the only one available. This "Jerry 210cm" table was $417 and it was advertised as a "dining table" with "almost unable to tell the difference from wood" finish. Since then, we have softly used this table (we use placemats, we never put hot things directly on the table) and the table is so fragile that it does not withstand any delicate or normal use. Last week, a little piece of scotch table ripped up the "super-thin-sticker-like" surface and we are left with a large white patch on the table. We filed a complaint/review with photos which the company refuses to publish, and this is the reason for the complaint. We believe they are falsely publishing only positive reviews (I have noticed there are only positive reviews which is impossible for this poor quality table, and also - no reviews have been added within a year). Customer service (we called the store) said they would not do anything for us and they are not accountable for the poor quality, or false advertising, and they have not published the reviews. They have nowhere "public" to post reviews (not on google, for instance, because these things are ordered online), and all reviews on their own website are "reviewed by themselves"...so they can choose what reviews get published. This is not an honest presentation of public opinion on the quality of their products. I would like to hold them accountable for false advertising (selling a product that is not at all what is is advertised to be), receive a full refund, and to hold the company accountable to publish ALL public reviews with verified purchases. I am providing my receipt and photos. Thank you for your assistance in supporting honesty in business. *******

  Business response

  08/04/2024

  Hello,

  We've sold over 5000 tables without any issue like the one you indicated. This table has an excellent track record. The picture you provide doesn't show any signs of manufacturing defects but more of either misuse or normal wear and tear.. Please provide us with additional pictures that show otherwise. As indicated online, here is our warranty policy:

  WARRANTY POLICY
  

  I.    Valid from the date of delivery or pick-up; proof of purchase is required. 
  II.    All STRUCTUBE products carry a one (1) year non-transferable warranty unless otherwise specified. Products specifically sold as commercial grade carry a one (1) year non-transferable warranty whether they are used commercially or not.  Liquidation and final sale items carry a thirty (30) day non-transferable warranty unless otherwise specified.      
  III.    This warranty is applicable to manufacturing defects only.  
  Normal wear and tear is not covered under the warranty. Examples of wear and tear are as follows but not limited to: Cuts, scratches, damage caused by impact or accidents, discolouration, shrinkage, fabric pilling, misshapen filling materials, and stains.
  Damages resulting from improper assembly and/or installation are not covered by the warranty.
  Products that have been altered in any manner that departs from their original design are not covered by the warranty.
  Damages resulting from and/or other undesirable outcomes of cleaning products are not covered by the warranty.  
  Damages resulting from using a product in a manner other than its intended design are not covered by the warranty.  Examples include but are not limited to standing on a chair, jumping on a bed, or using any non-commercially graded product for commercial purposes.
  This warranty does not cover consequential or incidental loss and/or damage such as but not limited to scratches to a floor and/or loss of personal effects.  
  Goods used in an environment other than which they were intended, such as but not limited to, using indoor goods outdoors, are not covered by the warranty. 
  IV.    Goods requiring assembly need special care when handling. Inspect all parts including the hardware BEFORE assembly. Valid part and/or hardware claims must be made PRIOR to assembly. Damages resulting from assembly errors and/or mishandling of parts, most notably scratches, are not covered by this warranty.
  V.    STRUCTUBE shall resolve warranty claims at its sole discretion.  Remedies may include but are not limited to: Replacement parts at no charge, repairs at no charge, partial or full refunds, exchanges and returns.     
  
  *You may have consumer rights under applicable federal, provincial, or municipal law that supersede aspects of this warranty. This warranty does not, in any way, supersede the rights given to you by law.
  STRUCTUBE reserves the right to modify or change the terms and conditions of this warranty at any time without prior notice.  STRUCTUBE maintains logs of all previous versions of this warranty and will refer to the version that was in effect at the time of purchase.  

   

   

  Thank you for your patience and understanding.

  Best regards,
  

   

  
  

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 6 chairs online.The chairs arrived 4-5 weeks later at Structube, 1832 Merivale Road in Ottawa. A day after I picked up the chairs I was very sick with COVID. Once I was better I assembled 2 of the 4 chairs I purchased and realised the chairs are too low for the average height dining table I have. I contacted the store and was told by the manager they weren’t equipped to return/refund items that were bought online. I was asked to contact Structube online.I sent Structube a message via their website. No respond. I sent another message. Response was the opposite of what the store told me. Structube told me to go to the store for a return/refund. The amount listed here is for 4 chairs before tax.

  Business response

  15/03/2024

  Hello,

  How many days after the pick did you contact our online team or store regarding the return?

  Our EXCHANGE & RETURN POLICY can be found by clicking on the following link:

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

  Thank you for your patience and understanding.

  Best regards,

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding a dispute over the return of a defected item under warranty. I purchased (Order #*********** the **** sofa (SKU: ***********) in June 2022. In May of 2023, we noticed a spring in the middle cushion of the sofa made an annoying clicking noise/feeling when being sat upon. It was still within its 1-year warranty, so we contacted Structube who requested proof of the defect. We shared photos and video and they approved the request Claim: ***********. We liked the sofa, so asked for an exchange it for a new one. This exchange took place on June 22, 2023. Just six months later, we noticed exactly the same issue with the new sofa. We looked online, and called a store to learn the item had been discontinued. This led us to believe there may be a known issue with the model. On December 15, 2023 (less than six months), we contacted Structube to return the defected item (***** ***********. Again, they requested photos and videos showing the issue, which we provided (link to original photos/vids: ************************************************************************). After numerous emails, I was informed that their Returns department rejected our request, citing their "responsible department has terminated that there is no visible defect or issue with the sofa". This despite the fact that I provided exactly the same proof as six months earlier when they agreed the sofa was defected. We upheld our half of the customer-vendor agreement. We purchased this item with the expectation that it would not be inferior in its manufacturing, and were reassured by its one year warranty. My partner and I are a mature couple with no kids, or pets. We treated sofa respectfully, ensuring that it was not abused or misused in any way. Structube must be held responsible for the quality of their goods and adherence to their return policy. We kindly ask your for assistance to ensure this is done. Thank you.

  Business response

  11/03/2024

  Hello,

  Please provide us with pictures of the issue so that we can investigate?
  

  Thank you for your patience and understanding.
  

  Best regards,
  

  Customer response

  11/03/2024

   
  Complaint: ********
  
  Hello,

  The photos and videos that I provided your business may be found in a folder using the following link:
  
  ***************************************************************************************

   

  Thank you,

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

  Business response

  15/03/2024

  Hello,

   

  For security reasons, our system will not allow us to click on public links. Please provide the pictures directly on the BBB portal.

   

  Thank you for your understanding.

   

  Best regards,

  Customer response

  19/03/2024

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

  Hello,

  I have attached video and photos of the sofa. As I mentioned earlier, there is no physical damage to the item as we have taken very good care of it. The issue appears to be with a spring inside the sofa, which is not visible from the exterior without possibly removing the bottom fabric.
  The video will illustrate the sound that is made when the middle cushion is pressed on. This sound and feeling is experienced when someone sits on it. You may need to increase the volume on the video a bit to hear the sound.
  Thank you.
  --
  
  Can you please help me send these files and message through the portal?
  
  
  Thank you,
  
  **** ********
  

  
  

  
  
  Sincerely,
  
  Issa Dababneh

  Business response

  27/03/2024

  Hello,

  Thank you for the additional pictures and video. One of our customer service representative will contact you in the next 245-48 hours to resolve the issue.
  

  Thank you for your patience and understanding.

  Best regards,

• Initial Complaint

  22/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** ********** I have purchased the Doug Couch on October 4, 2020 for 1400$. Single women living alone barely home and barely used it. 3 years later the springs of one of the seat cushion on the couch are slowly coming out and popping up making it unable for the person to sit down comfortably So on April 06th 2023, I contacted customer service and they were extremely rude and unhelpful. Tried to speak to another rep on April 11 and April 12 regarding the issue. They also gave the same reply All the 3 times I contacted them they all 3 gave me the same answer : Not under warranty. Cannot do anything will not help. I find it it horrible that such a large company would have no support for their product and that Structube would have no solution and only replying and answering the concerns with the same response. They did not offer any help in suggesting repairs or help with a solution. Did not offered an exchange, partial refund or a store credit. The couch is not even 5 years old. Consumers Act states the following : Allow you to demand that the piece of furniture you are buying: -will have a reasonable lifetime, given the price paid, the contract, and the conditions of use; -will not have any hidden defects, that is, important defects that were present before the sale, that were not mentioned to you and that you could not have noticed, despite your due diligence; matches its description in the contract, advertisements, and the merchant’s statements. This couch is 3 years old !! This is not a reasonable lifetime based on the price I paid which was 1400$. Spring that comes out of one seat cushion out of the 3 is clearly a manufacture defect. I need someone to contact me and offer me a reasonable solution and not an automated generic answer. Based on the consumers act of reasonable lifetime they should be more open and helpful

  Business response

  29/02/2024

  Hello,

  We are sorry to hear about the issue. All STRUCTUBE products carry a one (1) year non-transferable warranty unless otherwise specified. Products specifically sold as commercial grade carry a one (1) year non-transferable warranty whether they are used commercially or not.  Liquidation and final sale items carry a thirty (30) day non-transferable warranty unless otherwise specified. Here is the link to our complete warranty policy *********************************************** *

  That being said, we are willing to offer a store credit of 70% of the price you purchased the sofa. Please confirm so that we schedule the return.

  Thank you for your patience and understanding.

  Best regards

  Customer response

  29/02/2024

  
  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21329263, and find that this resolution is satisfactory to me. STRUCTUBE has offered me 70% store credit
  However I would like to respectfully request a store credit of the FULL amount purchase based on the the following:
  I am a single woman living alone no car and will have to find myself someone to help me return the couch to the warehouse.
  I will mostly have to hire someone to bring it with me to return the couch. I also do not have another couch nor do I have the financial flexibility to purchase another one this quick
  I hope that you can be understanding and i will be grateful for your efforts in resolving this issue and providing a fair settlement
  Please let me know the further steps or instructions regarding the gift card and your response. 
  You can contact me directly through email: [email protected]  and phone: ************
  Thank you for your understanding.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  19/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Legna table from structube in store May 1, 2023. At this time it had back in stock date as July 2023. I was pressured to pay for it to reserve the item, stating if it wasn't paid in full then it would be allocated elsewhere by the time the back in stock time came. Since then, every single month, the date has been pushed back farther and farther. I have been patient with it as I didn't know what would be considered a reasonable amount of time. I feel since its now been over 6 months, with a new back in stock date of 9 months from the original one, I have reasonable grounds to be upset. The fact that they're still advertising it for sale and not fulfilling the previous orders is what is very upsetting for me. The current back in stock date is March 17, 2023. I have no hope this will be honoured. They are deceiving their consumers and not fulfilling orders while trying to continuously draw more people in. At this point, they should be held accountable for their malpractices. I can't even justify a refund unless it is adjusted for inflation and loss of interest on waiting for this amount of time. They need to be investigated thoroughly for the shady business model they're engaging in.

  Business response

  30/01/2024

  Hello,

  We sincerely apologize for the delays. The supplier has been having difficulties getting the raw materials. One of our customer service representative will contact you shortly.

  Thank you for your patience and understanding.

  Best regards,

  
  

  Customer response

  30/01/2024

  
  Complaint: 21168741
  
  I am rejecting this response because: I did not hear from a representative. She dodged my calls and didn't have the decency to call me back.
  
  Sincerely,
  
  ********** *******

  Business response

  05/02/2024

  Hello,

  Our customer service agent has informed us that they were able to contact you to resolve the issue. Its possible that they contacted you shortly after your response. Can you please confirm?

  Thank you for your patience and understanding.
  

  Best regards,
  

   

*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. ↩