ComplaintsforPure Life Cookware

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 13, 2022 I attended a cooking show by Purelife about cookware. We purchased a cookware Chef Set, which to get cheaper, we also purchased a counter filter and shower filter totaling up to $2200. I did not want to touch my credit so I decided to do the payment plan method, which was make 6 months of on time payments and as of the 7 month all of my products would be shipped to me. I also was advised I had to pay for shipping prior to that for $324. The monthly payments of $77 did not start until January. Those payments were broken up into 3 starting on the 13th of every month on October 13th, 2022. I was advised by ABC financial whom is the company financing the items that they would be shipped and I received them on the weekend of June 24th, 2023. On 6/26 2023 I contacted ***** the individual who led the show and who I am to speak to with any questions about my pots because a few had scratches, damaged handles and I did not receive my filters. He advised me to send pictures to ********************************** I then would be contacted back to be assisted with those issues and the filters would be coming in a couple of days separately from another company with an email to show tracking info . The pots are suppose to have a lifetime warranty on them. I have put the pots back into the boxes they came in and have not been used at all. On July 7th, 2022 I contacted ***** twice because I still had not received my filters and left a voicemail. On July 11th, 2022 I contacted ABC Financial and no one answered. I called them again the next day, left a voicemail and sent a text and I have not received any response. I have in total paid $786 out of the total of $2524.50. I never received a tracking number, account number or order number, but I do have 2 documents and one has a number reflecting ******** and pictures of the damaged pots. I am looking to get refunded my $786 and I can send the pots back to them as well.

  

  Business response

  07/27/2023

  ********************* has been contacted before we were even aware of her BBB complaint.

  Her water filters had been back ordered about ten days, however they have since been shipped and received. The customer was sent a tracking number.

  ********************* informed us that there were some damaged handles in her set.

  In accordance with our warranty, we offered to ship her brand new handles. She expressed her disappointment at being asked to remove the old handle and replace with a new one using a ******** head screwdriver. 
  The customer also admitted that in her attempt to reach us, the caller several times and when reaching a voice mail, hung up without leaving a message and in another instance sent a text without including her name. 
  We have explained to her that if someone calls and doesnt leave a message, we have no record of the call. The same with a text with no name. 
  The customer has now been offered a complete replacement to her existing set or a free upgrade and we are waiting for her response.

  The contract has been executed legally with all agreed upon products delivered. 
  Our company uses an outside finance company and we have no ability to have them cancel a contract nor has any action taken place that would lead to the customer being absolved of their ******************** responsibility with the finance company.

  We explained that this is the same concept as purchasing an automobile. In that scenario, we are the car dealership and will do everything possible to provide exemplary service, but she is not paying us. She is paying the finance company. 
  We will continue to follow up and do our best to service this customer, but we as the sales company are not the finance company so we can not offer her a refund 7 months after she entered into a contract. 
  

  We will gladly update the resolution once we hear back from ********************** 
  Positively,

  *********************;

  Customer response

  07/28/2023

   
  Complaint: 20314148
  
  I am rejecting this response because: The finance company that they partner with processed prior to said date of the 13th of every month, which I was advised by the individual who mistakenly did it to contact sales about the refund and my issues with the communication and products. The issue is bigger to me than receiving more products or replacing handles. I was advised my filters were finally being shipped with a tracking number, but when I received the package there was only one filter, which was for the kitchen. I have yet to receive the shower filter. With the constant issues that keep coming up and the small print of the contract that Im advised that is still being upheld on their end does not equate to the service. I have now researched the company further and have come across previous complaints with customers prior to. I simply want to end the contract by receiving a refund and no further payments to be made. I stated I could return the products back to them because they have not been used and are in their original packaging. 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/02/2023

  Dear *********************, BBB, and all associated parties,

  In regards to the product issue, ********************* was notified that her water filter, which had been back ordered for ten days was on the way and that her shower purifier was being mailed separately, from another location, by ***** The post office has been experiencing delays all over the country due to short staffing, however ********************* should already have the item by the time you are receiving this response.

  Pure Life prides itself for providing excellent customer service, and for the most part, this is not that difficult. We have a lifetime warranty on the products. We replace any damaged or defective item. We replace, for free, and handle or ****, even when damaged by the customer. Back orders occasionally happen. Minor shipping delays occasionally happen. In these cases, we have special tools in our tool box to try to compensate customers when these small inconveniences arise.

  We occasionally offer gifts cards, or even, as in this case, free upgrades.

  Unfortunately, there are certain times when a customer doesn't really want service. They simply want to cancel their contract. 

  The problem in these rare cases, is that we are unable to do that. The reason is that we don't own the contract and therefore have no legal remedy to do that.

  I write these next words with the fear that it will sound condescending, however that is not my intention, and I hope that anyone who reads this will simply blame my lack of creativity to explain it better and not the company that I represent.

  If you go to a car dealership and buy a car, you expect certain service from that dealership. If you get a car home and it doesn't drive properly, or there is a light or gauge that is malfunctioning. In any of these situations, you would bring the car back to the dealership and get the car repaired or possibly even replaced. 

  This is not the case, as ********************* has repeatedly stated that she placed her product back into the box. 

  Imagine if you had car trouble and you told your finance company that you refused to bring your car onto the shop for service, you simply decided you didn't want it anymore? That is the situation that we have here.

  ********************* is filing a BBB complaint, but not with the correct company. We are not financing her order and she does not owe us any money.

  ********************* is welcome to try and resolve this with the finance company, but to be fair, I already know that the are bound by the Truth in Lending Act so I am fairly certain that they will not cancel her contract. They will instead direct her back to customer service and allow us to try every remedy to rectify the situation.

  I hope that I have explained this situation carefully and with the respect it was intended. My job is to try to educate the consumer and explain the process.

  I request that if the customer still wishes to try and cancel her 7 month old contract that she please contact the finance company listed on her paperwork, or contact our office as we are happy to send any copies to her.

  I wish I could do more, but I have no authority in the sales company to cancel a contract held by another company.

  I hope the customer will contact us back and let us know which of the options offered are the most satisfactory.

  Positively,

  ***********************

  Pure Life Living CPA, PA

   

   

  Customer response

  08/07/2023

   
  Complaint: 20314148
  
  I am rejecting this response because: In the case of the product, the products and processes were not as simple as stated in the statement. The communication came after repeatedly trying to get in contact with the product company (even after following said process of leaving name and number). There is two problems in this case one is the product was sub par and the product company wanted to send the new handles (which we would have to put on ourselves or have to pay for shipping back to the site). We spoke on the phone to the product company and that was stated. Due to the communication and product being damaged and not having the complete set that was stated upon purchasing at this time we were already unhappy with the services from the product company. The second part was the finance company taking the money ahead of the contract date. Using the car analogy that's like buying the car and not getting a detailed we owe form. The we owe form would give details on what I'm supposed to be getting, a date of when I'm going to get it or have to have it by, and a signature from the responsible parties. We didn't get a we owe or explanation until we started asking questions. Now back to the analogy we buy the car, the car is missing parts and some of the parts on it are broken but we bought a new car not a used vehicle. The finance company in turn takes the monthly payment out ahead of the contractual date. While waiting for the dealership to respond to the dilemma. It would be another issue if the funds were not available in the account at the premature ach process. We don't have any problems sending the things back to the product company and voiding the contract that's already been voided by the unauthorized withdrawal of funds. Thank you for your time and look forward to having this settlement done soon.
  
  Sincerely,
  
  *******************************

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