ComplaintsforTouch 'n Hold

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a "Touch 'n Hold Smooth Door Closer - Single Kit (Black) - Standard-Duty Door Closer with Touch-Button Hold Open Feature & Smooth Closing Motion – for (Medium & Lightweight) Storm, Screen Doors. " on April 6 and after, literally, a couple of months, it wouldn't work any longer. I reached out to the seller through ******on July 22 with the problem and requesting a replacement since it comes with a 2-year warranty. They didn't reply until July 27th. I replied with the video requested as proof within 3 days and they replied with the first suggestion being that I should buy another one. I, immediately, replied to the email and after follow ups, they didn't get back to me until August 8th with the same email! Do they even read the emails we send as customers? Then I have not gotten any response to my follow ups! The product is under warranty and they were supposed to replace the device. It's been a month and there is still no resolution to it.

  Business response

  08/24/2023

  Hi BBB, 
  
  I hope this message finds you well. I wanted to express my sincere gratitude for getting in touch. It's been quite a journey sorting through the emails, and I believe I've managed to track down most of the ones I've sent. The emails came from two different names which was a bit of a challenge but I did figure it out. 
  
  Our company takes great pride in being customer-centered, and we're dedicated to ensuring that we're there for our customers at all times, even during weekends. If you take a look at the screenshot of our email exchange, it's evident that our priority is to respond promptly.
  
  I've been investigating the situation, and it seems that the hiccup lies in the ****** communication channel rather than any oversight on the part of the customer or our business. Strangely, it appears that some of my messages aren't reaching her, and vice versa.
  
  Regarding the pending order mentioned in my previous email, I've prepared everything on our end to send it her way. Unfortunately, there hasn't been a response from her, which generally signifies that the matter is resolved from the customer's perspective. 
  
  However, I'm not giving up hope just yet. I've tried to contact her by phone, and I'm crossing my fingers she responds. In the meantime, I'm taking the initiative to proceed with sending her the new closer. For your convenience, I've also attached evidence confirming that the replacement order was placed on August 8th, 2023, pending that after all my helpful hints she still had an issue. Once again, since I did not hear back I thought she had fixed the issue. Her order is on the way! 
  
  Thank you once again for your understanding and support in navigating this situation.  If you have any suggestions or insights, please don't hesitate to share.
  
  Warm regards,
  The Greenstar Team

   

  Business response

  08/24/2023

  Hi BBB, 
  
  I hope this message finds you well. I wanted to express my sincere gratitude for getting in touch. It's been quite a journey sorting through the emails, and I believe I've managed to track down most of the ones I've sent. The emails came from two different names which was a bit of a challenge but I did figure it out. 
  
  Our company takes great pride in being customer-centered, and we're dedicated to ensuring that we're there for our customers at all times, even during weekends. If you take a look at the screenshot of our email exchange, it's evident that our priority is to respond promptly.
  
  I've been investigating the situation, and it seems that the hiccup lies in the ****** communication channel rather than any oversight on the part of the customer or our business. Strangely, it appears that some of my messages aren't reaching her, and vice versa.
  
  Regarding the pending order mentioned in my previous email, I've prepared everything on our end to send it her way. Unfortunately, there hasn't been a response from her, which generally signifies that the matter is resolved from the customer's perspective. 
  
  However, I'm not giving up hope just yet. I've tried to contact her by phone, and I'm crossing my fingers she responds. In the meantime, I'm taking the initiative to proceed with sending her the new closer. For your convenience, I've also attached evidence confirming that the replacement order was placed on August 8th, 2023, pending that after all my helpful hints she still had an issue. Once again, since I did not hear back I thought she had fixed the issue. Her order is on the way! 
  
  Thank you once again for your understanding and support in navigating this situation.  If you have any suggestions or insights, please don't hesitate to share.
  
  Warm regards,
  The Greenstar Team

   

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