ComplaintsforFlume Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
In December, 2022, I purchased a water monitor valve online from Flume in San Luis Obispo for $64.02. I never received this merchandise. After writing an email to the company (no phone number, or address, was available online) and didn’t hear from Flume, I made a dispute with my credit card company Chase. Days later, I received an email from S**** at Flume. She advised me to cancel the dispute due to: “Flume does not honor dispute”. I worked with Flume in good faith, contacted Chase to cancel the dispute; sent the copies of the Chase statement of such dispute cancellation to Flume. Weeks later, this refund had not been credited back to my account. I received emails from S**** at Flume as below (or attached): “We are not able to push the refund until the dispute clears on our end. There is nothing we can do to expedite this process, we just have to wait for the dispute to clear. It will clear eventually, but it can take some time”. Email today: “We had to wait for the dispute to process, and now we have to wait for the result to be released. We will receive that result 16 days from today. I will follow up with you about the status of the dispute and refund at that time” I will no longer be able to dispute this purchase 16 days from today since it would be more than two months after my purchase, will pass the credit card company cutoff date for dispute.Business response
01/25/2023
Hi D****,
I would like to apologize for the delay in receiving your refund for your Flume device, I understand how frustrating this is. When a dispute is issued within our payment processor, Stripe, and then dropped we must wait for it to clear on Stripe’s end, which can take some time. As of now the dispute has yet to clear, but should within 15 days. We will be sure to check on the dispute daily and as soon as the it clears we will issue you a full refund of $64.02. Once the refund is issued we will contact you directly to ensure you received the refund.
If you have any questions or concerns please reach out to us.
Customer response
02/02/2023
I am rejecting this response because:I started working with Flume, Inc on 12/23 for a missing merchandise. They kept on delaying the time that they need to clear from their end.My last email from Flume on 1/24 stating that they need another 16-business day to clear, which would be on 2/15.It's hard to believe that with the technology we have now-a-day, it takes Flume almost 2 months (2 billing cycles) for their bank to clear.There was nothing but excuses for the refund delays from Flume.I would like to keep this case open at BBB until I get a refund.
Regards,
D**** ****
Business response
02/02/2023
Hi D****,
Thank you for your response. We will be issuing you a refund as soon as we can. We expect our payment processor, Stripe, to hear back from the issuing bank in 6 days. Upon hearing back we will push through the refund. Thank you for all of your patience as we work through this.
Best,
Katie
Customer response
02/03/2023
I am rejecting this response because: It took too long and I haven't gotten a refund. Please keep this case open until Flume, Inc. honors a refund to me.
Regards,
D**** ****
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.