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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Jazz Band Live back on 11/21/23. Their refund policy is 60 days no questions asked. I returned the item in late December. They never refunded me despite me sending 4 emails over the last 3 months inquiring... my emails were ignored once I sent them the product back.
Business response
03/14/2024
DNA Vibe does indeed have a no-questions 60-day "Good Vibes Guarantee": If a customer does not experience the relief they seek, we offer a full refund. This goes hand in glove with our commitment to helping make the world a better place, one better life at a time. It is always our hope that customers will experience relief; however, inspite of 97% favorable experiences and postiive outcomes, we regret that the success rate cannot be 100%.
In the case of this customer (very kind and patient under the circumstances), our processing of the return and refund fell short. After investigating the issue, and related series of communications, the return was successfully processed and refund authorized, but the payment was not completed. Our analysis exposed a vulnerability in our process (namely, a functional hand-off without positive closed-loop confirmation of completion). We have taken the necessary steps to ensure zero tolerance for such issues.
The customer's refund payment has been immediately processed and confirmed. While we are far from perfect, we are quick to recognize areas in need of improvement, and appreciate the feedback as it helps us **************** ever stronger.
Customer response
03/18/2024
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.
Sincerely,
*****************Business response
03/19/2024
Hi there. Thank you for the update, and appreciate that the matter is resolved.
I'm just wondering if this complaint remains publicly visible? We pride ourselves on exceptional customer service and support, and note that this complain was an outlier due to communication issues; and was immediately and fully resolved as soon as we discovered there was an issue. **** the complaint persist and potentially cause us negative perception impacts?
Unrelated to this particular issue, we had one other BBB complaint that we are aware of, and in that case, it turned out to be a fraudulent effort by a customer to cause problems and secure multiple free devices through a combination of tactics, including changing shipping addresses several times after ordering, etc (that customer ended up with a full refund of product ordered, then swindled another two free products on top of the two originally ordered; so they ended up with four free products through the actions we can only consider deliberately manipulative). In such cases, do the compalints persist? (or is there something we should/could do to 'expunge' them? A ***** for your thoughts.
Thank you! Have a great day.
*****
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.