ComplaintsforSirena System

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After opening the box to this vacuum and connecting it to the power socket, the product did not even turn on. I had to pay a 25% restocking fee plus shipping charges to return the product back to the warehouse. After waiting weeks to get a refund, they said they never even received the product and they were not going to give me any refund. After multiple emails, I stopped hearing back from them. This company is a complete scam, and I urge customers not to get into a trap by buying this vacuum.

  Business response

  07/29/2024

  Hello, customer never returned the vacuum. We never received it and no tracking could be produced. We cannot simply refund $800 without proof of even a return tracking number. We would refund if we received the vacuum back.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Placed order for Sirena vacuum and accessories on March 16, 2022, Order No. SIRENA**************** for $919.00. Order shipped March 17, 2022. Order received March 19, 2022. Registered product on April 1, 2022. Contacted Sirena on February 25, 2023 regarding issue with power head not working. Contacted Sirena on March 8, 2023; received response to watch video link, create a video and submit to Sirena. Contacted Sirena on March 22 through chat, requesting information to access my warranty info. I was speaking with MJ. MJ responded and said unfortunately I wouldn’t be able to do that. I then asked how I could access my account or registration information and was told that they had all that info., that I didn’t need it. I have attached a copy of the chat transcript. March 24, 2023, I sent video to Sirena as requested. I received a response from Joseph who stated that I needed to call customer service at 1-855-474-7362, which I did. I was then told that I didn’t replace the belt or check the bearings on the beater brush, which was not stated in the video, and told by Joseph to do those two things and the power head would probably work, but if not, to call back and speak with MJ. Joseph stated that even though the vacuum is technically out of warranty, for one time he would repair if replacing the belt and cleaning the bearings didn’t work. I called back to speak with MJ, but was put on hold and no one ever answered. I then sent an email to state that I had completed what Joseph had asked me to do, and that the power head still doesn’t work. I received a response from Joseph with a label to send the vacuum to Florida at my expense, and stated that I would be responsible for shipping and labor. Sirena’s warranty is 10 years/3 years (see attached). This place is a scam as stated in numerous reviews, with no quotes on cost for repair, replacement, where the product is being shipped to. Very shady.

  Business response

  04/17/2023

  Hello, After doing our best to trouble shoot the issue through email and phone calls we emailed the customer a prepaid fedex label. I have attached the email. Customer was not paying anything for her warranty or shipping. Still have not received the machine to be fixed into our warehouse. All she has to do is print the label and drop at fedex and we handle everything free of charge. We are a small business and do not have anywhere for customers to see their warranty online. We are waiting on the machine so we can repair it.

  Customer response

  04/18/2023

   
  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,
  
  ***** ****

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need one of two resolutions, the first that I am sent replacement parts in an attempt to make my product work. The second being I am given a full refund and will gladly send my vacuum back.

  Business response

  01/13/2023

  Hello, We have fixed the Customers Sirena vacuum under warranty. It has already been sent back to the customer Via ***** tracking *************

  Business response

  02/13/2023

  Hello, Sorry you are having issues with your Sirena vacuum. I can assure you, you have not spoken with the owner. If your Sirena is having issues we will gladly fix it under warranty. When the vacuum is fixed in our warehouse we test them for hours, this could be why the parts don't look brand new. But we must make sure the issue is fixed by testing them. Please give us a call and we will start a warranty repair. Thanks

  Customer response

  02/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:  this machine has already been sent in twice in the last six months for the same repair. I do not have time to do this every few weeks after I receive back a repaired item. The last time I sent my pieces in I requested that new pieces be sent back to me because I do not want refurbished pieces. I understand going through all of the procedures a company has for a repair, this is not the first vacuum I’ve owned. However, this is the first time I’ve ever had an issue with the vacuum being repaired twice and still not working. This is also the first time I’ve ever called anywhere and have the most horrible customer service.  Maybe $1000 is not a big deal to the owners or employees at Sirena but it’s a big deal to me, I would never think of spending that much money on a product that I couldn’t use continuously because it kept breaking. I would like a refund, the vacuum has been sitting for about four weeks now. Totally unused. I think in total this vacuum was only used for two weeks in between breakdowns. I’ll happily pay the restocking fee, but I no longer wish to have this repaired. You have repaired it twice and not fixed it. Is this point being lost on someone? You have had it twice to repair it and have not done the job sufficiently. Is this common practice? Do you typically service the same piece of equipment continually until someone just gets sick and tired of doing it? How many times will I have to send it in before it is repaired? Will it ever be totally repaired? Is my carpet attachment not supposed to be used on carpet? Maybe I’m using it wrong.  I’m having a hard time understanding why I cannot be sent new pieces in the mail. The machine is u see warranty…..so send out new pieces. If I have issues with the brand new pieces, I will happily go through a repair. I am not convinced I was given new pieces since they came with dust inside of them. Yeah yeah, I understand you test the pieces and that’s why there’s dust in them however who sends a customer dirty pieces of equipment? Get an air compressor and blow them out. Is that so difficult? I don’t want foreign dust and dirt and contaminants entering my home. Gross.  Don’t remember the last time I ordered something and it came with a stain, dirt, smears or smudges on it. Only from Sirena. The other point of contention is that each time I have had to send the machine in for a repair I have had to send in the base unit. For anyone, not familiar with a Sirena, the base unit is where the hoses and all other attachments are affixed to in order to use the machine. So while my carpet attachments are broken, I could still be using the machine around my home to sweep my hardwood floors, Upholstery, clean out my vehicle, dust, the list goes on and on. That was part of the appeal, that the Sirena had so many functions for our home.  I have had to purchase another vacuum cleaner because I’m not able to use this one the majority of the time. That’s 300 extra dollars we spent after we spent $1000 on a vacuum. That’s absurd, don’t you think? As far as the last representative I spoke to telling me they were the owner, I can honestly say that while I have not had great experiences with any customer service representative, it has always been one person. The last time I spoke to someone it was a different representative. This is a huge problem for your company, if you have someone representing themselves as your owner and that’s not true, do you not see that as a problem? As a customer with a complaint, I should be able to speak to a supervisor or manager about my problem. Not be lied to and hung up on. Aside from your customer service, the product is terrible. I have never ever bought something brand new and had to send it in twice for repairs within the first year of owning it.  This is exactly why we buy quality products, we don’t have time to deal with junk pieces, breaking down all of the time. You think with spending $1000 on a vacuum it would be a quality product. Now I understand why people spend the extra money for rainbow. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While unpacking and assembling this product for the first time right out of the box, the plastic on the nozzle that fits into the power head broke. I owned the machine for 20 minutes and it was already breaking. I didn't even turn it on yet or finish unpacking. I immediately contacted the company and the person that answered said they would send a new hose. Wonderful. Asked if I could still shove the metal tube back in and try to vacuum. He said yes, fine. I fill the water basin, turn it on, vaccuum 5 (FIVE) small passes on my carpet and it smells like burning wood and electrical wires!! Shut it off, cool it down, pack it right back in the box (mind you I've owned it for like an hour now and half of that time was looking up phone numbers, taking photos, and answering a return call for the broken part.) I didn't even unpack it all. I Email the company stating that I don't want it- it smells hot and unsafe. I want to return it. Days later heard nothing from them, emailed again. Received a phone call stating that it's a "normal" smell. Umm- NO. It was not. When I complained about return policy for something under warranty he said ok. Then in the reply email from them it states NOTHING about a restocking fee. They ended up charging me $150 fee for something I owned for 1 hour (and broke in 20 min) and smelled like a fire hazard that I didn't feel safe operating! I had to pay over $90 to return it as well! What a despicable company and product. They are selling unsafe JUNK and then charging people an outrageous price to return the garbage that should be recalled when it's supposed to have a WARRANTY. I don't want other people falling for this hoax and hope that the BBB demands that they not penalize people for "restocking" fees when they sell you a junk product that is a potential fire hazard. I hope everyone AVOIDS THIS COMPANY!! When you spend $600 on a product with a WARRANTY they should replace or refund at NO cost. Can't even find their warranty terms! Sickened.

  Business response

  01/05/2023

  I'm sorry you feel your experience with Sirena was less than stellar. We have over a million happy customers. Upon receiving your Sirena back to the warehouse we found absolutely nothing wrong with it nor was there a burning smell. We have never once had a Sirena that was burning hot and unsafe, this claim is false. If the Sirena has an issue we are more than happy to replace or fix the Sirena. Unfortunately with the cost of shipping we have a restocking fee for returns of convenience. We have an exceptional warranty and the majority of our customers never need it. Our return policy and warranty information is simple to find on our website.
  
  Return policy is here *************************************************
  
  Warranty information is here
  *********************************************************

  Customer response

  01/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't care how many happy customers you think you have when you don't take care of the unhappy customers you get a bad name. Even your response on the BBB is rude and condescending. I know what I saw and I know what I smelled in the the very short time (were talking hours, not days) and your remarks are basically calling me a liar. Furthermore, I PAID THE SHIPPING FEE to send it back to you so charging money for a restocking fee for shipping charges is bogus. I paid to send it back AND you charged me the fee- so I lost nearly $250 trying your trash product. I just want others to beware of this unprofessional and scam business. When you spend that much money on a vacuum you would expect better quality and customer service. You can see by the pictures it broke in the first 20 minutes out of the box. Maybe edit your warranty info to say "we won't give you a refund when it breaks, we'll just keep sending you parts so you can never use it as intended after paying hundreds of dollars for it." I should've gotten a refund after the first thing broke on it instead of having to cobble parts back together to even use it!! I literally just want MY money back!!

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought the vacuum for $798 Bought on August 9th 22 Order number *************** Turbo pet hair brush $84.97 Bought on August 9th 22 Order number**************** The power nozzle for the vacuum cuts the power in and out so the brushes just stop and this is apparently normal but not at all how the product was advertised. They will not respond to us about returning it, past the one response we did get. They are also trying to charge us a 20% restocking fee for returning it. In the one response we got they mentioned there would be a 20% restocking fee which is absurd because I'm not returning the vacuum for some dumb reason. It hardly works on carpet!

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/09/01) */ We do charge a restocking to return Sirenas. For one they cost $60 to ship due to size, which we pay. Also, rarely do customers return them in the same condition and with all the attachments. Our return policy is listed here https://sirenasystem.com/return-policy/ . If there is an issue with the Sirena, we would love to exchange it. We have no issues doing this. Please call us at 18554747362 between 9am to 5am EST. We absolutely will exchange the Sirena. Thanks Consumer Response /* (3000, 7, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject the response because if you were a reputable business selling a quality product people wouldn't be returning your product so often that you need to charge a restocking fee. We thought we were getting a quality product so we didn't worry too much about looking for some return policy. I can return a ***** or a **** after 60 days for 100% refund, no cheesy restocking fee. I'm of the persuasion that you guys only buy a few at a time and just live off of your restocking fee as it seems like a majority of them get returned. Also you misrepresent your product, It's made by royal an Italian company. You would not answer the phone for the number that we ordered the unit with, but as soon as I called from a different number within the minute of calling from the number you had you answered on the second ring. We were very close to our 30day return and if you look on ****** that's what everyone says is that you won't answer the phone for them inside the 30days. Furthermore the reviews on ****** that are positive are the same reviews on your website that we're just copied and pasted probably by your friends. Also you say the vacuum leaves your house smelling clean, it does not. It leaves the house smelling like a mix of wet dog and mud. Business Response /* (4000, 9, 2022/09/13) */ Thanks for your reply. 100% of your response is fabricated. Degrading us and making up lies will not change our return policy. We are not **** or *****, we are a small business that manufactured a affordable solution to an otherwise $3000 direct sales type of vacuum. to keep our cost low for the customer we do not have enough profit to cover to AND return shipping for customers that want to just clean their house real quick and send it back, this is why we charge a restocking fee. We are the manufacture and our motors are made in Italy, but We are not in any way associated with this royal company you speak of. I assure you we sell thousands of units a month and the restocking fee does nothing more than pay for return shipping and missing parts customers fail to send back. As indicated by the attached picture, we do not only buy a couple to get by. I'm not sure why your house would smell of wet dog and mud but I'm not sure this is something you should share with the public. I wish you the best.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vacuum from them on June 29th. I bought a refurbished Serena water vacuum directly from the manufacturer. Their website states money back guarantee. When getting the vacuum home I was excited, I put it together and used it, but it was not picking up things on either sides of the vacuum head. Head. I contacted customer support. And when doing so, the gentleman was very rude and told me I had to pay a 25% restocking fee, and pay for shipping to Florida. I was obviously upset, he told me he would give me a $60 attachment for free. Which that won't help my issue. I have severe back problems in my lower back, I truly enjoy cleaning, and this is not something I can use on a daily basis. He refused to address me as an adult, he spoke to me as a child and I felt very belittled by him. And looking online at the reviews, so many have had the same experience I have. When paying $600 for a vacuum, I expect to love it, wouldn't you?! And I don't. Don't. And simple. I feel that they do not want to make it right, instead they just want to quiet people. Please help!

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/18) */ We have a very clear return policy stated on our website https://sirenasystem.com/return-policy/. Our customer service representative was not trying to be rude, he was just going by our policy. We have no problem issuing you a refund, minus the restocking fee, when we receive the Sirena back to the warehouse.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company advertises 10 year warranty or money back guaruntee. When I received the product, it immediately kept shutting off after a few seconds. they would not issue a refund. after screaming, fighting & hanging up on me multiple times, they exchanged it for a new one. it just spreads the debris everywhere- it does not have any sunction. Then the main attachment stopped working. I sent them 3 troubleshooting videos (upon their request) they keep claiming I am not copying their video. I am copying their video exactly, step by step. After fighting and screaming at me, they hung up on me once again. I am just asking to replace the attachment (even though the entire machine has lost all suction over the course of a few months). They advertise the vaccum as a wet dry, but it is NOT a floor cleaner- it is just a vaccum. I would have never spent $500 on something that didn't offer exemplary services without a money back guarantee for this exact reason. I am now stuck with a broken machine only having it a few months. it is too heavy, not user friendly and very hard to put together for a disabled person. They arent holding up to their end of their guaruntee. If you look at their website, it's misrepresentation. i am in kidney failure. I need the little money I get back so I can purchase a functioning floor cleaner. When I say i am doing everything they have asked since i purchased the machine to get it semi functioning? They laugh. I cant get them to replace what they claim they will with their 10 year warranty. I ask what else I need to do, they laugh & yell at me, say watch the video, hang up on me, just to call me back? i have done it 3 times and they aren't offering a solution or help of any kind, there are several men in the background laughing at me and making fun of me as well. it is the same guy everytime (Joseph?) I ask to speak to someone else, he says he is the only one. very unhealthy & abusive relationship/bbuisnesship. afraid to ccommunicate anymore

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/25) */ Contact Name and Title: Casey Contact Phone: 4078525927 Contact Email: [email protected] This Customer purchased in march 2021. We sent the customer a Sirena. Without any contact there was a chargeback on their credit card. When we reached out they claimed they were confused about the charge back. So eventually they retracted the charge back and we sent them a replacement Sirena. The money back guarantee on our website is 30 days, NOT 10 years. I don't think there is a business in existence with a 10 year money back guarantee. There is a 10 year warranty on the motor but there has been no issues with the motor. There is a 1 year warranty on the labor which has elapsed. I believe the customer has the hose hooked to the exhaust if its "blowing everything". We are more than happy to assist in how to use the sirena. We will not be offering a refund on a purchase maid over a year ago. We have thousands of happy customer monthly and its rare for a customer to have issues with even a replacement machine. This has to be customer error. Please give us a call as we would love to help. Consumer Response /* (3000, 7, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) they absolutely did not ever chargeback my credit card. that's all I wanted from the beginning 14 days after i purchased it when it wasn't working out of the box. if that was the case, that would have reflected at some point on my bank statement. there would be proof of it. if at any point they charged back my card, i would have accepted the refund and sent back the product. i have recordings of them laughing at me each and every time. i recorded the step by step video following the one they sent me, as per THEIR REQUEST. they ARE NOT MORE THAN HAPPY TO assist or explain to me how to use the product, OR tell my what I am doing wrong that makes the videos i sent unacceptable. they were just telling me it was wrong. If they were "happy to assist", the product/parts (that their warranty claims they fix and replace) would be WORKING and i wouldnt have had to go out of my way to complain to the BBB (which is something i have never done or had to do before). they kept screaming and talking over me, tauntinf me, saying "figure it out, you can do it, you're a smart girl just watch the video" before hanging up ON ME. Just to then call me back. TWICE. THAT i have proof of. before Lupus took my kidneys, I was employed via a Federal U.S government Contract. That is harassment. You can't legally call someone more than once in the same hour, especially after hanging up on them. The product does not work. the motor does not work if it has 0 suction. the button is broken. I sent them 3 videos,because the first 2 i sent emulating exactly what they were doing in their videos, were not good enough for them. instead of telling me how to do it right, they taunted, said i was not followimg the directions. I have these videos and theirs as proof. instead of walking me through how i was not doing it right, or how to do it correctly, they said "we aren't going to keep playing this game, you can figure it out. watch the video". I am a disabled person just trying to use a $480 machine that was not working correctly right out of the box. i tried returning it RIGHT AFTER I OPENED IT and they would only refund $200, plus I would have had to pay shipping, which was $100 something. that did not make any sense to me, as the product was almost $500. so of course i let them talk me into sending a replacement. which is the one I tried getting a new motor for. that they cla 10 year warranty on but wont honor. my case workier, care taker, medical patient advocate and people at the SNA have watched step by step over the course of these last 11 months (because it just hit one full year of me having it 2 weeks ago, but i have been trying to replace parts for 3 months now, so it's not like this claim is over the 1 year mark because we have been going back and forth for months) I call them, email the., they call me back a week later. they say they'll text me a video to watch?? and it doesnt come for a week. it's the same guy sitting in a room, calling off of different numbers every time. requesting callbacks on a number they didn't call from. i have an app that records every phone call outbound and incoming. if you heard the way they laughed and yelled at me, you would be surprised it was a buisnes. I was in tears. I am afraid to even speak with them and i should not have to feel that way over simply doing what they asked me to. over simply honoring their guaruntee. I know people love sirena. my family has used to for years when it was rainboe, hence why i bought it (well that and the 10 year guaruntee!) but months into my purchase, they cant honor their gauruntee ? I refuse to receive a 2nd replacement. not only do I fear them, I do not trust them and don't wish to be tied to them by this item for another 10 years. if they are giving me this much of a problem now, wat will happen in years to come? Business Response /* (4000, 11, 2022/06/14) */ Hi **** I have attached our email thread to you apologizing for opening a chargeback. As you can see from the email thread we have always been cordial, respectful and attentive to trying to solve the issue for you. I thought we had it solved when we shipped a replacement. A year later now you are here lying saying you never opened a chargeback and slandering out customer service. We would not laugh at you but I imagine if you were being spiteful and rude on the phone maybe it wasn't as friendly as a response as you hoped. Please feel free to call me at 4078525927 and I will assist you directly. Consumer Response /* (4200, 13, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I no longer wish to speak with you anymore. How was I being spiteful or rude? How is a customer, wjo is willingly giving you money and buisness, spiteful? Please give me a transcript or a direct example of where you claim I was being "spiteful" on the phone. Because again, my conversations are recorded. I am a disabeld person who was blatantly relaying to you the fact that I am disabled and not understanding your text message and video instructions. You are the person who mistreated me AFTER I was evey clear about the trouble I was having. I feel safer going through a third party after the prejudicial treatment I received from you laughing & hanging up on me. I wont sit through that a 3rd time. I am putting my foot down. Your words: *Men laughing* "You're a big girl, a smart girl. I trust you can figure it out. I believe in you" *Click* ^ That is what you said ^ when I asked you to please explain how you deemed all 3 of the videos I sent you as "done incorrectly". I had to re do it not once, twice, but three times. By the 3rd time, weeks have gone by between your company returning my emails and calls, purposely delaying the timeline as to not have to adhere to their guaruntees (I imagine). I was crying- begging you to please just help me understand how my videos aren't the exact same thing as yours. I even had another, able-bodied person help me the 3rd time, they watched the video and did it and you still declined it. They were there for the conversation and explained to me that I was veing abused by this company and that were balantly discriminating me and taking advantage of my disability. We both begged you to just help us understand what has to be done for you to deem the troubleshooting videos you requested as "acceptable". you responded with *Men laughing* "You're a big girl, you are a smart girl, I trust you can figure it out. I believe in you" *Click* Now that is spiteful and demeaning...I wouldn't getting my third declined troubleshooting video from you if I was able to figure it out. I am calling you, customer service, a person I paid, for service on the product. (I suspect there was never going to be a "right" video thst you approved. I believe this is a tactic used for scammed customers to give up" AND You never ever once charged back my card the full amount of the machine. Show us where your company charged back the full amount to my card. You tried having me pay hundreds to have the machine shipped back to you in exchange for npt even half of the orginal amount I paid for. When I was trying to return it not even 30days after purchase. Again, had you charged back my card the full refund amount, I wouldn't be on BBB. If you assisted me in troubleshooting my defected item, I wouldn't be on BBB. Had you adhered to the guarantee of the warranty of replacing faulty parts, we would not be here on BBB. It isn't like it's just one thing and I am being a crazy person about it...you said money back guarantee if it did not work...that was untrue... so I let you send me a replacement....you said the parts had a warranty....that was proven to be untrue...then you swear to forever help a person troubleshoot their machine...THAT WAS UNTRUE. If these things happened, we would not be here. I would like to return this defective machine your warranty guaranteed to assist with & I would like the aforementioned "mystery chargeback" you speak of to currently & actually be reflected on to my account.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Purchased a refurbished vacuum from sirenasystem.com on 3-16-2022, received on 3-19-2022, after getting I put it together and tried to use it (everything was stiff and hoses are real hard to connect) on 3-24-22, called the company to get a return number, this was after a email reminding me of their return policy of a 20% charge for restocking (which I think is crazy! 20%?) The guy I spoke to that day said he would take $100.00 off if I would keep the vacuum, after some hesitation I agreed, not knowing that they would not still take it back if I still was not satisfied., which their return policy is 45 days. Crazy for a $600.00 refurbished vacuum or a $800.00 vacuum if you purchase a new one. So after using it a second time on 4-2-22 and still not being able to attach the hoses correctly or have enough strength in my hand to activate the power nozzle, I called today 4-7-2022 to return, was told that since I took the deal of the $100 off , they will not take it back. If I was to send it back I was going to lose at least a $120 for their stupid restocking fee. Now I have a vacuum that I can not operate.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/04/19) */ Contact Name and Title: casey Contact Phone: 4078525927 Contact Email: [email protected] Our return policy is 30 days with a 25% percent restocking fee. This is clearly stated on our website at https://sirenasystem.com/return-policy/. We are not misleading or unclear about our return policy. It appears even now, the customer does not understand our return policy, as she clearly states it's 45 days and a 20% restocking fee, which it is not. Due to the size of the shipping packaging we cannot pay return shipping for a return of convenience. There was absolutely nothing wrong with the Vacuum and we had already given the customer $100 discount as a concession. Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the 30 days and the restocking fee, the problem I have is that when I called the first time, I was NOT told that if I excepted there $100 concession that, that was the end of the possibility of my chance to still return it within my 30 day window. I was fine with the restocking fee and having to pay for the return shipping, but whomever I spoke to the second time (which he says he was the same person I spoke to the first time) did not even give me the chance to explain . He just said that I could not return because I excepted their concession discount! I just feel that this is VERY poor business practices!! I have not even registered the vacuum, because noting is going to go wrong with it in the first year..why do you ask...because I can't use it with my disabilities in my arms, hands and back!!!

*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. ↩