ComplaintsforCostway
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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a portable air conditioner (Best Portable Air Conditioner Stand Up Room Cooler AC Windowless) on May 18, 2024, order number ****** in the amount of $127.47. Item arrived on May 23, 2024 by *** tracking number 1Z83RE940332828014. Upon opening and setting up, item would not power on. I have called five times and have been told the same thinggive us your information and someone will be in touch in 24 hours. I still have not received a call back/email. Will not put me in touch with any manager or anyone who can help me resolve this issue.Business response
06/02/2024
Hi
We have contacted customer and asked video of the item from the customer, we are waiting for a reply.once we confirm the air conditioner is defective, we can full refund without return.
If customer still want to return item, we can provide return label to customer.
Please help us close the case.
Thank you
*****Customer response
06/05/2024
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.Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
My grandson received a Freightliner Coronado SD ridable truck from Costway in April of this year (2024) for his 3rd birthday. Upon trying to put the truck together, we realized that one of the main parts, the steering mechanism, was damaged and needed to be replaced. We followed the instructions in the manual for missing or damaged parts. We took pictures of the box and the part and sent an email to the company. The company refuses to replace the part without the receipt or the purchase information, which we do not have since it was a gift for his birthday.Business response
05/22/2024
Hi
We have contacted customer by email, but customer never provide us order number or order information
Once customer provide us order number, we will solve the problem asap.
Please help us close the case.
Thank you
*****Customer response
05/22/2024
I am rejecting this response because:
The truck was given to my grandson as a gift for his 3rd birthday. My son does not have the invoice number. The instructions for getting a replacement part state to attach images of the box and the damaged part, it does not say it is required to have the purchase information. I sent them images of the box and images of the damaged part (see attached). We are not asking for a replacement truck OR our money back. We are only asking that they send us the replacement for the damaged part.Business response
05/26/2024
Hi
The customer never provide us order number or other information, we can not find order in our shop. Once we get order number from customer, we will provide solution asap.
Please help us close the case,
Thank you.
GraceCustomer response
05/28/2024
I am rejecting this response because:
The product was a gift. I have told the company this 10 times now. We do not have the order information. We only need the part replaced, we do not need a new truck. We sent the company the picture of the part in the instructions and a picture of the damaged part. The company does not stand by their products.***************************
Initial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought patio furniture from costway thru target. I have had the patio furniture ****************************************************************************************************** place. The rest of the furniture is breaking and cant be repaired. Costway has a one year guarantee on materials and workmanship. I spent $699.11 on may 11,2023. I was getting my pool area cleaned after winter when we noticed this damage. I have emailed target they said I only have 90 to return that its cost ways problem. Cost way tried to tell me to reach out to target but I told them I did. Costway asked me for the parts that were broken and after I told them they said warehouse doesnt have any parts, sorry. I complained more and told them I was contacting BBB. They said send us parts that have to urgently be fixed. They havent responded. So Im reaching out to you. Thank you. ***********************Business response
05/13/2024
Hi
We have contacted customer by email, customer want to keep item with $300 refund, so we have refunded $300 to customer.
We have solved the problem.
Please help us close the case.
Have a nice day!
GraceCustomer response
05/20/2024
I am rejecting this response because: I paid $700 for the set they offered to replace the broken pieces then said they didnt have any parts to replace broken pieces with. After threatening them that I was contacting you they offered me $300 which I took as I considered myself lucky to get anything. Im still stuck with a patio set that is completely falling apart and cant be fixed and definitely not replaced with $300. Im upset that they didnt honor their guarantee. They just said oh sorry hope you understand we cant replace parts.Business response
05/23/2024
Hi
We have contacted customer by email, customer said he want full refund. So we have full refunded for the order.
We have solved the problem.
Pls help us close the case.
Thank you
Grace
Initial Complaint
05/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered 2 in 1 Folding Treadmill with Dual Display, 2.25HP Superfit ******************* Pad 1 on 04/05/2024. Right away began having problems with the treadmill remote. Sent email on 04/09/2024 regarding broken remote. I had to send several emails to customer service to finally get a replacement remote. I was never able to get the machine to function properly with the replacement remote. The lever to raise the handlebars was difficult to set in place without literally having to shake it around in an effort to get it locked in. The higher speeds on the machine caused the treadmill to squeak and shake. I packed up the treadmill and put it all into a box along with all the packaging. I then initiated a return on 04/30/2024 and requested a prepaid return shipping label be sent along with a set up for a shipping carrier to pick the treadmill up. I resent another return request on the same day. I received no reply after 04/30/2024 so I sent another return request on 05/02/2024 but have still not received any response, no prepaid return shipping label and no notification for a shipping carrier pick up date. I started payments through PayPal towards the total price of $236.95.Business response
05/07/2024
Hi
We have found that ******* has already refunded the full amount to the customer. If the customer still wants to return the item, he can contact us and we can assist with the return.
Have a nice day!
GraceCustomer response
05/07/2024
I am rejecting this response because:
Costway is the same company as Goplus. Goplus is the name of the company that was used prior to Costway. I ordered the treadmill from Goplus but they are one and the same. The company is in ********** and the products are marketed through **************** Costway and Goplus. The treadmill that I received was ordered from Goplus, not ******** ******* has done nothing wrong here and yes, I received a refund from a DIFFERENT treadmill that I ordered from ******** One never arrived so ******* promptly refunded me. It is Goplus website that sent me a defective treadmill that I repeatedly messaged Goplus about. They only replaced the remote. I have packed the treadmill back into the box and it is sealed and ready to be shipped back but Goplus refuses to set up a shipping carrier to pick the item up. I'm a 68 year old female veteran and can't possibly fit or carry it to my car or to any carrier. It is the seller's responsibility to arrange shipping pickup and send me a prepaid return shipping label.Business response
05/08/2024
Hi
For order 8457-GP, we have sent return label (************) to help customer return item.
And we will refund for the order after our warehouse confirmed the returned package.
Have a nice day!
GraceCustomer response
05/10/2024
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.Initial Complaint
04/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Bought a furniture of about $160. They used *** for delivery. I was sitting at home waiting for delivery the entire day, never heard anything. Turns out the *** guy delivered it outside my condo building and the parcel was stolen. I wrote to the company and they initially ignored the request then they refused to do anything saying they fulfilled their delivery responsibility!Business response
04/19/2024
For this order, we have already issued full refund to the customer.
Please check attached screenshot for reference.
Customer service
Customer response
04/19/2024
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. Although the business has confirmed that they will issue a refund, I still haven't received the credit on my account yet (I know it takes a few business days to get processed).Thanks for your help
Initial Complaint
04/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I ordered a tread mill last fall, it came defective, I cont the company, was told to send a video of the code given by the mill, then they said give us 60 days, nothing!!!!! Its been months, now I wa told today, its past the return time and they send me $60 to get it repaired!!!!Ive stated I want a full refund on brand new merchandise!!!! Please help Thank you,******************* Order #BOT100119049Business response
04/18/2024
Customer called us and wants a new item instead of the refund.
We have already resent a new item to the customer,
new tracking number is 273559362632 via FedEx.
Customer Service
Initial Complaint
04/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 3/15/2024 I ordered (Order #CMR2014) a portable, windowless air conditioner AC unit for $139.99, originally priced at $399.99. In the description, it uses phrases such as "cool down any room in just under 5 minutes" "works without a vent so it doesn't require a window" and repeatedly calls it an air conditioner or AC. In the Specifications it says, Car refrigerator type:Refrigerating, Type: Floor Standing Air Conditioners and Refrigerating Capacity: ***** W.What I received was not an air conditioner, but a fan. If you want cooler air, you fill this container with ice. This is deceptive advertising. There is no ordinary house fan that ever cost $399. Air conditioner units have refrigeration units that cools air electronically, controlling it's humidity and temperature. Fans do not need vents, so there's no reason to mention that in a description of a fan. Air conditioners, however, do need to be vented, unless they are made ventless.In one of their reviews on the website, it says that the unit "cools it from 80ish degrees to 67 degrees in a few minutes." Again, a fan cannot do this.I've tried contacting the company twice via the email address they provided. Both emails were answered with "Ticket Received" and that a support representative would contact me within ***** hours. The dates for the confirmation emails are 3/21/24 and 3/28/24. I have yet to hear from anyone from this company. I want to return the fan and get a full refund.
The address you requested
costway.com
shop easy save money
******************************************
********, **. 77571Customer response
04/06/2024
The address you requested
costway.com
shop easy save money
4800 ***********************
********, **. 77571
Customer response
04/06/2024
The address you requested
costway.com
shop easy save money
4800 ***********************
********, **. 77571
Business response
04/12/2024
Hi
We have directly contacted customer about the issue, once customer reply us, we will solve the problem asap.
Please help us close the case.
Thank you
*****Customer response
04/17/2024
I am rejecting this response because:
My complaint # is 2154452
After I filed my complaint with the BBB, I received this email from ****** This appears to be a legitimate source, with the email matching the name of the company. I sent them all the information I had, including a picture of the shipping label. The company I ordered from is *************** but as you can see from the shipping label, it says Costway. Ive emailed ************** twice with no response. ***** is also the person who contacted the BBB.
the v
Sent from my iPad
Ive also received emails from what appears to not be from Costway from ******. There are Asian symbols in their email, and their grammar isnt correct. They also are not providing me any information. Below is one of the emails, and a screenshot of the email address associated with it. Ive also included the email where they asked me to return the product, and my response.
Thank you for everything you are doing to help me get this resolved. All I want to do is return the unit and get a refund. Please let me know if theres anything else you need from me. I apologize for the messiness of this email. Im writing from my IPad and dont know how to attach pictures.
Thank you,
***************************Business response
04/19/2024
For the complaint # *******,
since customer wants to return this item to us,
we have sent the prepaid return label to the customer before.
Now we attached the label here again, please check it.
The tracking number is ************ via FedEx.
We'll issue full refund to customer after it's returned to us.
Customer service
Customer response
04/19/2024
I am rejecting this response because: I bought the unit from *************** The first company I heard from was Costway. I received messages from 2 different email addresses. One looked legitimate because the email address was from Costway. The other one was from a foreign place with poor grammar and Asian symbols in the address. Just recently Ive finally heard from *************** They sent me a return label. Im shipping the unit to them on Monday. Fortunately, the shipping labels are the same so that is good news. I will let you know as soon as I am credited. Thank youInitial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the item 14 months ago. I also put Allstate protection plan on it. The arms started to crumble a few months ago and now half the arm has fallen off. I filed a claim with Allstate and they denied the claim. I then emailed Costway. I really was just trying to get replacement arms that I am willing to pay for. They don't stand by their products and told me its past the warranty and they could only offer me 5% off another chair. Why would I purchase another chair that the arms will rot off in a year?Business response
02/28/2024
HI
Customer placed the order on 2022-11-24, the order is out of our warranty.
Please help us close the case.
Thank you
GraceCustomer response
02/29/2024
I am rejecting this response because: This is the repsonse they gave me via email.Hello,Thank you for your email.We just contacted our factory again, they can provide a part replacement to fix the issue.Are both left armrest and right armrest needs to be repalced?We can sell you both (HW66628BL) which will cost $40 including the shipping fee.It will take about 6-8 days to arrive.Are you willing to pay and wait?If so, we will send you an invoice to pay and arrange the armrests for you after receiving your payment.By the way, the replacement armrest is a little different from the original one, the new one which is connected with the seat part has 4 holes. the original one only have 2 holes. But it doesn't affect the installation. They are willing to replace the faulty armrest for $40.Customer response
02/29/2024
I am rejecting this response because: This is the repsonse they gave me via email.Hello,Thank you for your email.We just contacted our factory again, they can provide a part replacement to fix the issue.Are both left armrest and right armrest needs to be repalced?We can sell you both (HW66628BL) which will cost $40 including the shipping fee.It will take about 6-8 days to arrive.Are you willing to pay and wait?If so, we will send you an invoice to pay and arrange the armrests for you after receiving your payment.By the way, the replacement armrest is a little different from the original one, the new one which is connected with the seat part has 4 holes. the original one only have 2 holes. But it doesn't affect the installation. They are willing to replace the faulty armrest for $40.Business response
03/04/2024
Hi
We have contacted customer by email, but customer did not reply us.
Customer can reply us via email, we will help customer once get the reply.
Please help us close the case.
Thank you
*****Customer response
03/04/2024
I am rejecting this response because: First they didn't put there response in this complaint. I wanted people aware that they knowingly sell faulty products. And that the resolution was to pay $40 for a set of new chair arms. I did receive an email see below:
My name is ***** from **************** Team and I will be following up on this case today.
We noticed that you open a BBB that you are willing to purchase the armrests.
This is the payment link of $40 **************************************************
Please feel free to contact us to ship the part after paying for **.
And please confirm if the shipping address is ********************************************************
Waiting for your reply.
Best regards.
LaceySo they sent me a link with a paypal invoice and to contact them after payment. No thanks.
Initial Complaint
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
This was my first time buying from Costway. I had never heard of them before. The patio furniture I purchased had glowing, nearly all 5 star reviews, and the price was good. What I received was a very cheap lightweight piece of garbage. No way to keep the three separate furniture pieces together and no way to hold the cushions in place. My first thought was there it would be impossible for all those reviewers to give this furniture item all 5 stars, even at the price point it was offered at. It's just cheap garbage. I emailed Costway with my complaints and they never responded. Then I wrote a negative (1 star) review on their website and 5 days later I checked and it was not posted. I would place a strong wager this company are manipulating reviews and possibly even placing false positive reviews. Not unheard of. This company should be investigated by someone. They are not playing fair game in this on line market. Writing positive or negative reviews is the only way these types of companies can be held responsible.Business response
03/01/2024
Hi
We have contacted customer about the issue by email, we also called the customer and left a message,but we never receive the reply from customer.
Once customer reply us, we will solve the problem asap.
Please help us close the case.
Thank you
*****Initial Complaint
02/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Item purchased 12/24/2023 but never received. Was either never delivered, or stolen from front porch/delivery. Contacted businesses several times with no response. Disputed with credit card company but did not receive a credit for purchaseBusiness response
02/18/2024
Hi,
The order was fulfilled by ******** ******* delivered the goods to the customer. We have contacted ******* to locate the package. Once we get a reply, we will provide the customer with transportation information.
Please help us close the case, thank you.
Have a nice day !
GraceCustomer response
02/23/2024
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.
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Customer Complaints Summary
146 total complaints in the last 3 years.
35 complaints closed in the last 12 months.