ComplaintsforSpinABooth, LLC

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the 360 automatic photo booth from Spinabooth in March 2022 order #****. The machine was never delivered to me as it was supposed to be but left at warehouse about 30 minutes away from and I ended up renting a a truck and picking it up myself. Within 3 months of purchasing what was supposed to be a new warrantied machine it stopped working ( the automatic arm stopped spinning). At this point I have yet to use this machine for business as I am still learning how to use it and all of the software that is needed. I contact Spinabooth and set up a zoom call with a "tech" who has me set the machine up live with him on the phone and show him that it's not working. He goes on to have me trouble shoot a few things which do not fix the problem and states it's probable the motor in that model it's been going up ALOT!!!! I'm shocked first of all because it's supposed to be new and I have put it together and did a trial run at home maybe 3-4 times. He then tells me he will ship ME the part to install and it should work. Another surprise, I ask is it under warranty and his reply is yes but all that means is we send you the little white box to replace, but it's easy and you can make an appointment and we can do it over Zoom!! Well I am shipped a total of 3 little boxes, and zoom install them and this New $4000 machine is still not working. So at this point I tell them to either pick it up and fix it or refund my money!!! They decline to do either as they have already received their full payment from ****** a third party banker (who is absolutely no help in this matter). They tell me if I pay for round trip shipping they will repair it and send the machine back. Well it was shipped back to them Dec 12 ******************************************************************* so I stop payments to Klarna who is now threatening me with collection for an item that I do not have and have been in communication with them for 6 months about this issue.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We purchased a 360 video booth and an enclosure from them at the end of October. For both the booth and enclosure was $3,300. We received the booth about a week and a half later with no problem. However, have yet to receive our enclosure. I emailed them 3 times about the enclosure and one email stated that it would be sent by the end of the week. They didn't ask for my order number or anything, and the enclosure was never shipped. I emailed again asking for a refund on the enclosure, I sent the email several weeks ago, and have yet to receive any email back regarding the enclosure or my refund. I tried calling as well to which no one answered and I had to leave a voicemail. the customer support has been terrible. Have yet to receive an email back and it has been going on for almost 2 months now. I just want the $1,500 refund for the enclosure so i can take my business elsewhere.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I **** *** purchased a Spinabooth from Spinabooth.com ($3,995.98) on 7/27/2022. I've called several times on the 27th to ask questions and I received a answer on the phone ASAP. I received a order #****. My item hasn't been shipped off yet and I want to receive a refund before the item was shipped off. I came across comments, complaints, and concerns in reference to this company. Lack of availability for call phones and return emails once the money is received. I called 7/28/2022 and I have been on hold for over 26mins and 07secs. This was a complaint I found in reference to lack of availability after a purchase is made. Orders not being shipped, equipment breaking down in a short amount of time. I am having the same problem others were having once they placed their order or receiving their order in a untimely fashion.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 26, 2021. I purchase a 360 Photos booth from Spinabooth. The item cost me $3369.19. When I received the item the leg was Damaged. I emailed and called the company immediately. The company asked for multiple pictures which I send. Weeks later I receive a box of wheels in the mail from Spinabooth. Not the replacement arm mount. I contacted Spinabooth again and now they want multiple pictures of the wheels. I send in the pictures. Days went pass and no reply I asked for a manager and I was told that I had to wait for a call back. Final a manager email me not called mailed. Stating that she was mailing the arm mount. I got the arm mount in the mail final and I had a event on thanksgiving with the 360 booth. Spinabooth provided me with no instructions. They informed that they didnt have any video instructions or nor did they have instructions for the type of Machine I was given. So I did the best I could with putting the Machine together myself. By watching ******* videos. While Setting up for the event my coworkers screwed the light onto the arm mount and the s**** got stuck in it. I contacted spinabooth about the issue they stated that they couldnt help me and they wouldnt be replacing the top of the amount. Because they already replaced the bottom that came damaged. I was Shocked by this response and contacted Klarna immediately. Klarna is the company I use to finance the 360 booth. Which I pay for monthly. They monthly payment are $128.42. Klarna put the payments on hold for 2 months will they did a investigation. Klarna rule in favor of spinabooth and them they on auto draft and took 2 months of the money out of my account. I emailed ********* something emails that they did Not read. Instead they called Spinabooth a asked them if I return they item. No I didnt return the item because spinabooth want let me. Their saying I cant return it. Because of their 2 day return policy and their not replacing it. Ill like a refund from this from company.

  Business response

  03/07/2022

  The customer ordered a booth from us on October 26th, 2021.  The customer was sent an instruction manual for the photo booth on November 4th.  The customer contacted us and advised that that the arm of the booth was damaged and that she wanted it replaced. We replaced the arm for the customer. The customer reached back out to us and advised that the arm that we replaced was broken also because the ring light was stuck to the arm. The customer stated that she did not get the manual to put it together but the customer was indeed sent the manual on November 4th via email. We did advise the customer at that time that we were not able to replace the part again due to the fact that we'd already mailed out a replacement and because we had changed suppliers and no longer were selling that version of the booth. The customer requested to speak with management.  On November 26th, 2021 I reached out to the customer three times via phone. On the third attempt, I got in contact with Mylia.  She mentioned that she wanted to return the booth for a full refund. I advised that we cannot replace the item and that she is outside the window of returns. She mentioned that the booth is unusable and that she has had it less than a month and that being that the instructions were not clear that she should not have to pay for something she cannot use. She mentioned that she will be taking legal action as she refuses to pay for the item being that it can't be used. Stated that our lack of *********** to her putting it together incorrectly. The customer had her lawyer reach out to us regarding the matter and I spoke with the lawyer on December 28th 2021. I advised the lawyer that we would be willing to replace the arm again but that we have to get in touch with previous suppliers.  We got in touch with our previous suppliers and were able to get a new ring light and arm and get it sent out to the customer. After us speaking with the lawyer, the customer reached back out to us personally again and asked for a full refund. Which the order is far outside refund timeframes. After a positive call and what we thought was a resolution since promising we would replace the arm again, we thought that would resolve the concern but the customer came back and asked for a full refund after her lawyer advised they would be satisfied with a replacement. At this time, we have replaced the arm twice to accomodate the customer needs and cannot accept a return or refund due to it being outside of the timeframe of returns.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a 45in automatic platform machine on 10/27/2021 via Klarna in the estimated amount of $6500. I received a delivery notification on 11/17/2021 that the shipment had been delivered, when I contacted Spinabooth to let them know that I didn't not receive a shipment and verify the delivery address I was advised that it was sent to my billing address in ***********, ** and not to the identified Shipping address in *********, ** as detailed when I placed my order. Initially I was told that it was Spinabooth's mistake and that the logistics team would need to review how the error occurred in shipping it to my billing address. As of 11/24/2021 I asked for a refund to be issued to Klarna for the order as I was advised that I would be issued a new machine but would have to wait 7-10business days for processing due to the holiday. I advised that I had already scheduled bookings beginning 12/3/2021 for my small business which would be of use with this video machine and if I wouldn't have a replacement before then I no longer was interested in receiving the item or doing business with the company due to so many issues and having to wait over a month for the deliver that was slated for 11/15/2021 delivery date originally. I was then told on 11/24/2021 that a new one was already sent out and I could not get a refund for the machine as I would have it to my shipping address (*********, **) at the end of day on 11/29/2021. As of 12/6/2021 I have not received the original machine, nor the replacement machine and now I am being told by Spinabooth that because someone at my billing address (Which is a home I do not reside at with tenants and a proof of delivery signature that does NOT say my name) that Spinabooth will not send me a new machine nor will they issue a refund for the machine although they ultimately sent a complete stranger my $6500 worth of merchandise that they have already received payment for and ultimately leaves me responsible to pay back.

  Business response

  01/30/2022

  Hi
  We received a letter about a customer ******************* 
  The customer  filed the dispute because she claimed to have never gotten her order. We did ship the order to her billing address instead of her shipping address and it was signed for. This information was provided to Klarna in response to the dispute. On 12/7 our customer service manager contacted the customer and advised her that if she was to lift the dispute on Klarna's end, we could then proceed with fully refunding her on the order as we cannot process refunds while orders are in dispute or chargeback status. We advised her that in order to do that, she would need to contact Klarna. From there, the customer had very little success when contacting Klarna regarding finding the dispute. Our chargeback team then responded to the dispute within the given timeframe and Klarna ruled in our favor. Due to that, a decision was made to ship her an entirely new order despite the fact that one had already been shipped. Our **************** manager advised her via email as well as via voicemail of the fact that we would be sending her a new booth with all accessories included. She emailed back upset as to why she was getting a booth when she wanted to be refunded and we explained the situation to her play-by-play. We mentioned to her that since she said she never got the1st  booth, we did not want to leave her empty-handed.
  The customer's response to this is as of 12/16 that she is filing police reports for theft and taking legal action on both Klarna and Spin-A-Booth. She mentioned that she appreciated our customer service managers timely communication with her,but that she did not have the same luck with Klarna and it resulted in this. Our first priority is to ensure a great customer experience but we also had other parties involved in this case including Klarna and DHL. We did our best to accommodate the customer and even though Klarna ruled the dispute in our favor, once the dispute was dismissed we sent her a full refund.

  Customer response

  01/31/2022

   
  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,
  
  *******************

*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. ↩