ComplaintsforGhostStop

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product called a Dead Bell. When I received my order the Dead Bell was loose in the box with no shipping protection on it. This Dead Bell would not work and I made arrangements with Ghost Stop to send it back. I received a replacement Dead Bell and this one would not ring, the top ringer button was not sticking up therefore the bell wouldnt ring. I contacted the store about this problem and the customer service rep said the ringer buttons often tightening during shipping and to loosen it. His directions werent exact so I loosened the ring holding the ringer button in place. This did not work and the retaining ring was so loose it came off. I lifted the bell housing and I found the bell ******* was getting stuck therefore the ringer button would stay down and the bell wouldnt ring. I took video of exactly what I did which was simply lift the bell housing being careful not to touch any other pieces of equipment. I lowered the housing and replaced the button retaining ring and contacted the company. The representative I spoke with said because I lifted the bell housing (making it sound like I disassembled the unit) and said hed have to speak with his supervisor regarding this problem and would call me back. I never heard back from the company regarding this issue. I have spent over $1000.00 on products with Ghost Stop in he last year, which includes a $200.00 Dead Bell that will not work. Id like to have a dead bell but Id like a properly working one. My attempts to talk to someone of authority (phone calls had to leave a message with no calls returned) and I have contacted them through their website, once again specifically asking to speak to someone of authority. I received emails from a customer service rep who was obviously lacking basic knowledge of how their products worked or assembled. Currently my Dead Bell is a $200.00 paper weight.

  Business response

  03/11/2024

  Hi *****,
  Were always here to help! Having just met with my team on this and looking at all the communications, I can see a respectable level of service from our crew in an effort to help with your concerns. As you know, we provided a return label to you for free along with return instructions so that we could get this sorted for you right away. However, I see that label was generated and sent to you 3 months ago but has not yet been used. We haven't heard anything since until this complaint (3 months later). In that time, it sounds like you've decided to make some modifications yourself beyond **************. But I'm sure we can help get it back on track for you. I know youve spoken with my customer service, shipping manager and tech manager. As a small business, these are the 'authority' you've requested many times. Beyond that, I, as the owner, have been helping along the way. Im sorry youre not happy with the product, but we have been working quite diligently to ensure great quality products, shipping and customer service. While, Im confident our products are shipped with proper protection, I do understand things can happen in shipping - and were always happy to help resolve that. As such, feel free to utilize the shipping label weve already provided to return the item for replacement, repair or full refund and well be happy to oblige.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased a product of theirs online on a Friday paid for a two-day shipping Express fee was told that they did not include Fridays or weekends on that and when I asked to have that change they told me the amount already went through and there was nothing that could be done. I have called numerous times with no return phone calls with questions in regards to the product itself and its malfunction. I spoke with somebody today to return the product and was informed that they will not refund me my item until the product has been reviewed and will not pay to have my shipping and handling reimbursed and in that includes paying to have it shipped back

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2021/12/15) */ We have received a return of this order and are refunding in full minus the value of a missing memory card. For the sake of transparency on this complaint: This order was placed after hours on a Friday. Since we are not open on the weekends, we processed the order first thing Monday morning. This schedule and process is clearly stated on our web site during checkout and various other locations. In fact, we spoke with the customer Monday morning for payment verification. For security of our customer's we generally do this for expedited orders. We spoke to the customer over the phone, verified all was well and shipped the order that afternoon. There was never any mention over the phone of any issues or requests to change the order in any way. So, it went out as requested via 2-Day Air and arrived Wednesday, on schedule. A month later, customer called with a complaint that she did not get the order in time for something. There was no mention of any malfunction with the device during this call. Now, she has returned the device, clearly used for her needs with no indication of any malfunction. Nevertheless, we did approve and received her return. We provided her a FREE return label to send the item back to us. There are no notes from the customer in the package indicating any issue with the order or any malfunction. So, we have tested it and all works great except that it is clearly used over the last month in her possession and is missing the SD memory card that was purchased as an accessory. This accessory was not sent back to us. The camera is clearly used with minor scuffs, disassembled accessories and velcro stickers adhered to the unit. Return is missing the accessory SD card. In short, we speedily sent this order per the speed requested, communicated with her about this timeline in a phone call and provided a FREE label for her return and have issued a refund. As always, we are here to help.

*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. ↩