ComplaintsforSafeMend
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Complaint Details
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Initial Complaint
03/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for.product from this company and paid for it with PayPal. Never received the product and the.company is refusing my refund request.Business response
04/12/2023
Hello! We had not received any prior communication through any of our channels from this customer regarding the non-delivery of their order.
According to ***** they had experienced some shipping delays which is reflected in their **** tracking link: **************************************************************************************. We had not been aware that it had not updated in a few weeks. We are very disappointed to see this.
As per our company Shipping and Refund Policy (***************************************************************), in the case of a non-delivery of an order (lost package, mis-delivery, etc), we only offer complimentary reshipment of the order. We only offer refunds in the case of returned packages, which this one has not been.
In alignment with our policy, we will go ahead and get this order reshipped immediately. Thank you.Initial Complaint
10/21/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The 4 tubes received are not the same as what is seen on their website, the label was different and had spelling mistakes. The product is watery and does not cover cracks or minor holes as they describe. Purchase was done february 1 2021, a purchase of 4 tubes at a cost of ***** USD via paypal. When i contacted them, they agreed to refund me. The said it was their old label (old product) as per attached email. They wanted me to pay to send the items back even though they sent me something other than what I ordered. They asked me to open all tubes to check if all of them had the same problem. They did. I submitted pictures of the product as well as showing what it looked like after application. They then refused to refund me saying all the tubes were open!! I opened them at their request. After much back and forth, they agreed to refund me the cost of one tube, 9,73$ USD. I disagreed to this and files a complaint with Paypal. Safemend told Paypal that I had opened all four so they could not refund me based on their policy and had Paypal close the case before I could submit my side. Well it has been 8 months, and I checked again yesterday and it is still watery paint. I want the full refund. Message sent to them"And I can assure you that it is not the product as advertised. It is thin and runny. Whether it is old, defective or fake, this is not what is advertised. I would be very pleased to receive exactly the tube with the paste consistency shown in your ad. This is not it. It cannot feel the slightest paint scratch without showing that the paint scratch was originally there. You can see the attached picture it goes on like liquid paper" = picture attached
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BBB Rating & Accreditation
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.