ComplaintsforSteam And Go

• Initial Complaint

  07/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a steam mop for $69.99 plus tax on Amazon, seller was steam and go. Amazon shipped. My box did not contain the mop, only the accessories. I contact Amazon, who then told me contact the manufacturer because this was a manufacturing error. I contact steam and go, and they are refusing to refund me with no explanation as to why they wont refund. I have emailed photos of what I received to show what I was missing, as well as invoice of my order. I want a refund.

  Business response

  08/03/2023

  The customer ordered a ****************** mop via Amazon. 
  The customer contacted us and asked for a refund claiming that the steam mop was missing from the box. We immediately apologized for the inconvenience and offered a free replacement. 
  The customer refuse to receive our apology and replacement all she wanted is a refund and she was very rude.
  We check every month the inventory we have in the Amazon warehouse thru a program in Amazon called bin check where Amazon employees check our inventory for damages issues etc... If something is wrong they put it on the side. We never had any issues with the inventory. 
  The customer kept being so rude and threatening us that she will post on us if we won't refund her (and she posted bad things about us on Instagram) at that point we gave up and refused to continue this extortion behavior.
  This is a very unusual case we had from Amazon. If the customer opened a request for a return within 30 days it's impossible that she got denied from Amazon to return. If she opened the box and the steam mop was missing she could immediately return it with no questions asked from
  Amazon. Something is not right here and we have never heard complaints like that before.
  
  On top of it, the customers continue not to say the truth. She said in the complaint that we never explained and refuse to refund but the chats between us showed a different side of this story. 
  We can easily show screenshots of the communications between us and the customer how we tried to help and offer her free products to make her happy and how she denied all our proposals and has been so rude and threatened us to post on social media.
  It's a shame that some people taking advantage of the power of social media. But we know who we are and we know that we do our best to provide a high level of customer service we are sorry this came to that point. This could easily be resolved if she was nice and willing to receive our help.

   

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Steam and Go product on July 30th 2021 which was received several days later. Upon opening the item approximately 1 week later there were missing items. I contacted Steam and Go on August 16th 2021 and spoke with a representative named ******* regarding missing items and provided via text pictures of the items received in addition discussed the return window being extended as I hadn't received the items needed. ******* verbally assured me that the missing mop pads would be sent and there would not be an issue if I needed to return the item. The missing items were received on 8/20/21 I had the opportunity to attempt to use the product for the first time on 8/27/21 The item is beyond defective shooting and dripping water. I attempted to contact Steam and Go 8/27/21 receiving no answer. On 8/30/21 again I called Steam and Go spoke with ******* after several minutes of discussion he agreed to the return, however I needed to pay return shipping.I requested to speak with a Mgr

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/09/29) */ We received a call from this customer on August 30. Just like any other customer, we listened to her. She was not happy with the product and demanded a full refund. When I was explaining to her the procedure, she started screaming and cursing me using profane words. I had to put down the phone upon hearing her yell. She called again but she would not listen to my explanation. All I wanted to say to her was yes, we can refund the money but she must return first the product (at her expense) and that there will be a deduction of $14.99 processing fee. These SOP's are all stipulated in our return policy terms and conditions. I have personally dealt with thousands of customers but if a customer is one sided, non-cooperative, would not listen to to the customer service agent, and very rude for that matter, then there is nothing much we could do. We always acknowledge refund and return provided that we all abide by the return policy terms and conditions. I would perfectly understand that in her defense, she would threat us by reporting this incident with BBB. We never compromised our integrity and kept our small and honest business running for years. We would never tarnish our company's good name for a mere $99.99 refund. We abide with the legalities thus the customer must abide with our policy as well. I have saved a screengrab of our text conversation with this customer, in which I wanted to share with your office, to support our claim and standpoint to this matter.

*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. ↩