Complaints

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some Rabbit Air 780-a's and they arrived with the boxes pretty damaged, so I proceeded to return them. Rabbit Air issued 6 labels and i returned everything. **** said the refund would beprocessed about ***** hours after they get the items back. 1 day after it gets back and i inquire about my refund I get told there's something wrong with my shipment and it's been shipped to the wrong location and they can't refund me until they get the actual items. First of all, IF *** misdelivered them, that's between Rabbit Air and ***, i did my part and dropped them off at the *** near me. I don't know why they can't locate the packages but all i know is that the investigation *** did shows that they did get them and that they have the proof of delivery (attaching one of the tracking numbers for return). It's bad enough that boxes were beat up and not actually boxed in a shipping box, but to keep me endlessly waiting for my refund when *** has already stated that they delivered the items is absurd. Rabbit Air says the person who signed for it isn't someone who works for them; maybe the driver got the name wrong, who the heck knows. All i know is I got six busted up boxes from Rabbit AIr, i returned them, and I am still still here without my refund.This is for order 31680480.1ZV533V49096325247 1ZV533V49099399412

  Business response

  11/07/2023

  We understand that this case is very complex, and we would like to clarify a few important points:
  -The customer initially returned these items, citing buyer's remorse, as documented in a recorded phone call. During this conversation, the customer was repeatedly asked if there were any issues with the product. When asked specifically, "Is there anything wrong with the units?" the response provided was, "No, we changed our minds."
  1) As there was no indication of any product damage, we did not report damage claims with *** and instead we promptly issued *** return labels for all six (6) air purifiers to the customer.
  2) The customer utilized these labels to return envelopes instead of air purifiers.

  3) Fortunately for us, the *** driver recognized our company name on the envelopes and reported this as fraudulent activity.
  4) Subsequently, the customer contacted us a few days later to place a new order for ten (10) air purifiers this time. However, our shipping department canceled this order due to the fraudulent incident associated with their previous order.
  5) It's important to note that *** has confirmed that the original labels were affixed to the envelopes the customer returned, and have not been tampered with. We have photographic evidence of the envelopes that were returned by the customer.
  6) The investigation with *** is still ongoing.
  We hope this clarifies the sequence of events and the reasons behind our actions. If you have any further questions or concerns, please feel free to reach out to us for additional information.

*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. ↩