ComplaintsforGood As New Electronics

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent me a damaged item, when I wanted to return it they charged me a restocking fee of half the cost of the item. Refused to pay return shipping on the item as well.

  Customer response

  04/07/2023

  Tell us why here...Detailed Seller Information
  Business Name: ***********************************************
  Business Address:
  *****************************
  *************
  **
  60131
  **

  Business response

  04/07/2023

  This was the customer's original return reason:

  Return reason: Better price available
  

  The customer then heavily used and damaged the item for about a month after their original return request, and then tried to return the item for a different reason later.  The item was returned dirty and damaged, which was not how the customer received it.

  We issued the customer a 50% restocking fee per Amazon policy.

  The refund already processed is correct and should be considered final.

  Customer response

  04/07/2023

   
  Complaint: 19908336
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  Customer response

  04/07/2023

  That item was not heavily used at all I had to use it to know it would leak from the spout and  drip and Leak all over and under the appliance. I waited so long because I was waiting on a return label because anytime I ordered from Amazon I was provided a QR code, the barcode provided was not working until I was told return shipping was not provided. Then the cost to return the product exceeded the amount of the device. I shouldn't have to pay return shipping on a defective item. 

  Business response

  04/07/2023

  This was the customer's original return reason:
  Return reason: Better price available
  
  The customer then heavily used and damaged the item for about a month after their original return request, and then tried to return the item for a different reason later.  The item was returned dirty and damaged, which was not how the customer received it.
  We issued the customer a 50% restocking fee per Amazon policy.
  The refund already processed is correct and should be considered final.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 4 vacuums from Good as New. Received only 3. Was charged for all 3. Items received were DEFECTIVE. They have given me the run around for 6 months. $860 and they want to charge me a return shipping fee and restocking fee.They have horrible customer service and will leave you with 3 broken vacuums and will make you pay for 4 of them with no way to get a refund.

  Business response

  03/31/2023

  This customer has not contacted us since January 23rd until yesterday, 3/30/23

  They were working with Amazon on their AZ claim.

  From our perspective, the order is now beyond the limits of policy and out of warranty due to the 30+ days of lack of contact.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vacuum from Good As New Electronics on December 20th,2023 for an amount of $96.29 and the order number was 112-5125305-4931416.The item was defective and did not work so I returned it on the same/next day. I am eligible for a full refund. Good As New Electronics claimed that I damaged the item and only refunded $42.62 and forced me to pay for the return shipping label. They are liable for this since they delivered a defective item!!

  Business response

  01/18/2023

  The customer returned the item in damaged condition and lied about their refund reason.  The refund was deducted for the cost of the return shipping they are responsible for and we did not even hold them responsible for the damaged item.

  The refund already processed is correct and should be considered final.

  Customer response

  01/19/2023

   
  Complaint: 18832221
  
  I am rejecting this response because the seller is not honest and has sent me a damaged/defective item which was returned the same day. They have marketed it as refurbished but in reality it is damaged/defective which is why they are selling at $96.29 compared the retail price of $179 that it sells for.

   

  They also deducted the return cost without my knowledge and consent. The seller is lying and should refund me the full amount. I am not liable for shipping costs that they are shipping in damaged/defective condition.

   

  
  
  Sincerely,
  
  ***********

  Business response

  01/19/2023

  The item was not defective.  The customer lied about their return reason to defraud us.   The return cost was deducted from the refund since the item was not defective per policy.

  The refund already processed was correct and should be considered final.

  Customer response

  01/23/2023

   
  Complaint: 18832221
  
  I am rejecting this response because the seller is a fraudster. He shipped a damaged item to me which was returned. However, he refunded only a partial amount and not the full amount. He then claimed I damaged it which is not correct.

  I demand my full refund. This seller is a cheater. 
  
  Sincerely,
  
  ***********

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 13 Oct 22 I received a generic box from Good As New Electronics containing only one (the "Floor Nozzle") of the three components that make up the Shark HX2002 Vertex Corded Vacuum. The "Wand" and the "Handvac" components were not in the box. Despite multiple email exchanges with "*******" and returning everything Good As New Electronics sent me in the box they sent to me on 24 Oct 22 (receipt attached), Good As New Electronics charged me the full price, $199.99, as a restocking fee! Here's a summary of a few of the emails from the company (I responded to each): Oct 13: "Can you please send us a photo of everything you received so we can assist you further?"; Oct 14: "There would be a serial number sticker on the box showing the model number and a serial number beginning with the letter F. Can you please check again and advise?" Oct 14: "And you are missing the main unit of the vacuum and the long pole? Can you please send a picture of the box and all of the packaging material also?" Oct: 14: "The main units are serialized by the factory. If you would like to return the item, you would just request return under the normal process with Amazon." Please note the attempt to wear me down. I sent a complaint to Amazon, with no resolution. In my dispute process with my credit card company, Good As New Electronics stated :" The customer stole our item and returned an + box (sic) back to us." I'm a 26-year officer ******* of the US Army. My integrity has never been questioned. However, reading the complaints filed against Good As New Electronics, I question whether the process they used with me is actually their business model. I will pursue this with the states of ******** and ************* consumer protection offices. The issue is simple - I was not sent all the components that make up the Shark vacuum. As to stealing a component, I ordered and received the same vacuum from Lowes in late October, paying full price for a complete vacuum.

  Business response

  12/12/2022

  The customer did not return everything they received.  We cannot issue any refund until they return the complete contents of the item they ordered.

  Customer response

  12/13/2022

   
  Complaint: 18559608
  
  I am rejecting this response because: I returned all items sent to me. The key point here is they have no proof that the generic box sent to me contained all components of the vacuum I ordered. Just check the complaints lodged against ********* Electronics on your site and on ******* Their procedure is actually their way of doing business - scam the customer and keep the money. My next step is legal action - let the court decide who is telling the truth. Please note that in the email string included in my complaint ********* Electronics is acknowledging that they did not send me all components.
  
  Sincerely,
  
  ***************************

  Business response

  12/13/2022

  The "generic box" has a serial number on it which is applied to the item and the box.  The item with the serial number was in the box when sent, but was not returned.  The box had the appropriate weight when it left our facility as well.

  Again, we cannot issue any refund until the item is returned.

  Customer response

  12/14/2022

   
  Complaint: 18559608
  
  I am rejecting this response because: regardless of the most recent response from Good As New Electronics, aka ************************* Register, the wand and hand held vac was not in the box. The issue is their word against mine. They: read the reviews posted for each of the two companies on the internet, including your site - this is a company that has no integrity and doesn't adhere to any interstate commerce rules. Me: 26-year retiree of the ** Army with security clearances. I don't lie or, as Good As New Electronics claimed in one of their responses to you, steal. As I said in my last response, legal action is my next step. I'm suing for damages- and libel.
  
  Sincerely,
  
  ***************************

  Business response

  12/19/2022

  The photos the customer provided are clearly intentional knowing they fraud that was being committed of the item being stolen from the box.  The weight of the box outbound and serial information confirm the item was sent to the customer complete.   We cannot issue any refund until the item is returned.

  Customer response

  12/24/2022

   
  Complaint: 18559608
  
  I am rejecting this response because: Good As New Electronics' latest response, in addition to the poor grammar, makes no sense. Look at the "****** Received Box" attachment - the label states 13 pounds. Look at the  "Proof of Delivery" pdf - the receipt states ***************************************************** the same box, with the same packing material. So, accusing me of theft based on reported weights is a poorly chosen, inaccurate approach. I've contacted the ******** ************************* and am working on an informal complaint as they recommended, then a hearing in front of an administrative law judge. See  https://illinoisattorneygeneral.gov/consumers/filecomplaint.html. Let's see if the judge believes a company with the number consumer complaints filed, only a few of which are described in the attachment. To repeat: Good As New Electronics DID NOT ship the Wand and Handvac and although I returned what they sent me, Good As New Electronics has kept the entire $199.99 purchase price. BTW: when I called the phone number listed on the BBB site, the message said: mailbox full, can't accept messages. Also, is this company ************************* Register or Good As New Electronics? Can't find their Website.

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

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a ninja coffee pot from this seller on Amazon. It was missing parts and therefore did not work. We sent it back for a replacement. Looked good so I used it. It leaked water all over my counter so we returned this time for a refund only to receive half our money back saying we packaged it wrong and its a restocking fee. A 70$ restocking fee? Hows that even legal. It was 100% DEFECTIVE. Their issue completely. They sent us two broken coffee pots. Both missing parts as well. We are seeking our $70 back that they did not refund. Why should we be penalized for their broken products?

  Business response

  08/03/2022

  We were not able to replicate any defect with the returned item.  The customer returned the item used, dirty, and cosmetically damaged however.  The refund was issued less a 50% restocking fee for items returned in these condition.  The refund already processed is correct and should be considered final.

  Customer response

  08/04/2022

   
  Complaint: 17659496
  
  I am rejecting this response because:

  This is completely inaccurate. The product was used because we figured it was our second one how could it possibly be bad again! And it was, not only with leaking water all over my counter top but only making half a pot on the full pot setting. They sent me TWO defective items. I now have zero and have to pay $70 for their mistake? Absolutely not. Either send me a non defective item or give me MY MONEY back. It is my money not yours. It is not my problem that you cannot properly refurbish items. 
  our next step is disputing this with our credit card and Amazon. This is not ok. Youre literally robbing me. 

  
  Sincerely,
  
  ***************************

  Business response

  08/04/2022

  The refund was processed per Amazon policy.   The refund already processed is correct and should be considered final.

  Customer response

  08/11/2022

   
  Complaint: 17659496
  
  I am rejecting this response because:
  I only received half my refund not my full refund and per your policy there is a 90 day money back guarantee. And thats for everyone for any reason. My reason is you sold me a BROKEN COFFEE POT! TWICE! clearly you could care less about your customers and dont stand by your products, its pretty bad that I had to come to the BBB over this and now have to get more people involved. I will now contact the next person on the list because This one isnt working.  I will get MY $70 back so I can buy myself a working coffee pot. And I will also let Ninja know that you are pretending to refurbish their items and stealing peoples money. 
  Sincerely,
  
  ***************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a vacuum from these people on Amazon. the unit was malfunctioning the day it got here. I returned it at my shipping cost and they are now stating that they won't refund me because they are claiming that I sent the wrong item back. Why would I send the wrong item back in the same box that they sent to me?

  Business response

  07/20/2022

  The customer fraudulently returned a different old vacuum in place of what we sent them looking for their refund.  We cannot issue any refund until the correct item is returned and the incorrect item is at our facility for the customer's pickup at their leisure.   

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vacuum on Amazon from good as new electronics in May 17, 2020. According to Amazon it was delivered on the 20th. I never received the package. According to the Fed ex driver, he left it on the first floor somewhere. After messaging back and forth with the customer service agent from ******************** they refuse to refund my money or send me a replacement.

  Business response

  06/04/2022

  ***** confirmed the package was delivered properly.  We require a police report to proceed further, which the customer will not do for some reason.

  Customer response

  06/06/2022

  I am rejecting this response because the business has not proven that they even sent the package. Not to mention I have held up my end of the purchase by paying for the product. I have not seen any proof from ***** that they delivered the package. There was no photos provided. The business stated that ***** delivered the package to the first floor, I live on the third floor. Why am I the consumer held responsible for the mishandling of the delivery. I have not filed a police report because I believe that the business is at fault and do not wish to waste public resources on something that the business is at fault for. *************************

  Business response

  06/06/2022

  the customer has the tracking number and the ***** case number.  Please see the attached proof of delivery.

  Customer response

  06/07/2022

   
  Complaint: 17318586
  
  I am rejecting this response because: I have still not received my purchase or refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an Air fryer toaster over from them. It arrived damaged (it had insufficient packaging but I can't say exactly when it was damaged before I received it) it also tripped our breaker. As the item was damaged I requested a return and refund and it was approved. The seller did not provide a valid shipping label and refused to do so after multiple attempts contacting them claiming that they would have ***** pick it up (and never did) these false claims came from "***" on the phone and the copy and paste generic responses came from "*******" I was eventually told by Amazon that they would agree to reimburse me for the cost of shipping it myself so I did and they had the audacity to charge me a $100 restocking fee despite it being returned again as noted in writing multiple times and with photographic proof that It was damaged. I have contacted Amazon regarding this fraudulent charge (they already reimbursed me the shipping) but am posting here to exhaust all my options and hopefully alert potential buyers about their tactics.

  Business response

  02/10/2022

  The item was heavily used and returned greasy by the customer.  There was no damage to the shipping box.  The customer was issued a 50% restocking fee in accordance with Amazon policy

  Customer response

  02/10/2022

   
  Complaint: 16748894
  
  I am rejecting this response because:
  
  The state of the box is completely irrelevant. When I took it out of the package it had a large dent. If the box was not damaged then you clearly sent a damaged item. It also tripped my breaker. In regards to your "greasy" comment it wasn't and it's also irrelevant because the reasons for the return was that it was damaged and had electrical problems. Why would you charge a restocking fee? Do you intend to send it to another person and create another victim? Sincerely,
  
  ***************************

  Business response

  02/10/2022

  We believe the item was damaged from use.  This is our determination and this is final on our end.

  Customer response

  02/11/2022

   
  Complaint: 16748894
  
  I am rejecting this response because:

  There was a huge dent on the back, I initiated the return the day I got it how could using cause the dent? There is no point in you lying, every review on this website and on ****** is saying the same exact story a different way with a different product. Everyone who reads this is going to know you are lying. Amazon has already refunded what you refused, I sincerely hope they DE platform you. You give third party sellers a bad name. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Shark APEX Upright Vacuum for $299 from Good As New Electronics through Amazon. The vacuum was damaged upon receipt, which we didn't know until we tried to use it. We immediately contacted Amazon to request to return for a refund. Our refund was less than half of the cost, this was the breakdown:This refund is for the following item(s): Item: Shark APEX Upright Vacuum with DuoClean for Carpet and HardFloor Cleaning, Zero-M *****Hair ***** ********* Lift-Away with Hand Vacuum (AZ1002), Espre Quantity: 1 ASIN: B07QL991XL Reason for refund: Customer return Here's the breakdown of your refund for this item: Item Refund: $299.99 Item Tax Refund: $19.05 Restocking Fee Refund Deduction: ($159.53)I have contacted the company several times to try to resolve this issue - that they sent me a defective, inoperable vacuum - but they erroneously said that we damaged it. This sounds like a SCAM - selling something defective then claiming the customer damaged it. In reading complaint on your website, I see that others have had the same problem. I am seeking the rest of the cost of the vacuum and asking that Amazon not deal with this merchant in the future to protect the public from this outrageous conduct, as evidenced by other reviews.

  Business response

  01/08/2022

  The customer used and damaged the item.  As such, they are only eligible for a 50% refund per Amazon policy.

  Customer response

  01/11/2022

   
  Complaint: 16439413
  
  I am rejecting this response because: I didn't damage the item, it was used and damaged          upon receipt. 
  
  Sincerely,
  
  ***********************************

  Business response

  01/11/2022

  the item was clearly used and damaged.  I am sorry, but the resolution is correct and should be considered final.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Shark Rocket Ultra-Light Corded bagless vacuum (item #DQ-803C2GG). When I received it, I put it together, but when I started using it, the top kept coming off (motor). I then saw that the tab that holds the motor was broken so I contacted Amazon and they told me how to return. Good as New Electronics sent me the return address, but did not pay for postage (my fee was $26 to return). Then Amazon credited my account minus $60 for a restocking fee. I notified both Amazon and Good as New Electronics that they shouldn't charge a restocking fee as the item was broken. Amazon said they would post my review and Good as New Electronics never responded and never credited my account.

  Business response

  12/07/2021

  The customer damaged the item from use and are only eligible for a 50% refund per Amazon policy.

  Customer response

  12/16/2021

   
  Complaint: 16332983
  
  I am rejecting this response because:

  The seller said that the consumer broke it. I received the vacuum broken. I did not break it, it was broken when I received it, but I didn't know that until I tried vacuuming with it.

  
  Sincerely,
  
  *************************

  Business response

  12/16/2021

  The vacuum was clearly used and physically damaged by the customer.

  Customer response

  12/19/2021

   
  Complaint: 16332983
  
  I am rejecting this response because:

*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. ↩