ComplaintsforAquacave Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 4, 2022, I purchased a Kamoer X1 Bluetooth Dosing Pump for $65.99 from ***************************************. This pump is used to deliver exact amounts of a solution into an aquarium at specific days and times. After receiving the item and using it for one week in my aquarium, I realized that the pump was defective and not working properly. Specifically, the pump did not sick to the pre set schedule or times that were set in the Dosing Pump application. I have owned two other of these pumps and did not have a similar issue. On October 11th, 2022, I contacted Aquacave customer support to initiate a refund process. I was instructed by Aquacave support to contact the manufacturer of the product, Coralvue (coralvue.com). Coralvue customer support instructed me to ship back the defective pump to them (Coralvue) which I did on my own expense. Coralvue received the pump and said that it was used (which it was and how I was able to confirm it was defective) but siad that Aquacave would need to issue the refund. I've had several email and phone conversations with Aquacave support since then and they have refused to issue a refund and have not responded to requests to ship back the defective item. Now, I have neither the defective item, a new replacement, or a refund. Effectively, Aquacave as stolen $65.99 from me. I am seeking a refund for the $65.99 cost of the item and an additional $20 for having to ship the defective item back on my own expense.Business response
07/17/2023
The customer purchased one X1 dosing pump from us 10/22/22. Shortly after receiving the pump he contacted us claiming that the pump is defective.
We asked the customer to ship the pump back for evaluation/warranty replacement.
What was received was an old pump (see the attached) which the customer purchased from a different store and admitted that he sent (by mistake) instead of the new pump. We asked the customer to cover the return shipping if he needs the pump back.
Initial Complaint
09/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
order *********** My order total was $418.91 You only refunded $300 Keeping $118 is outrageous. So I avoided $17 fees at *** Store, that you did not disclose would be incurred, after you would not ship to my address, and now you are charging me $118.This won't stand. I will allow a $25 fee, but that is it, already makes it a bad choice to not pay *** Store. This cannot be considered a return. I never received the merchandise, and aquacave did a sender interception.Executive escalations is needed. If I file a bank dispute I will get it all back, rather not, so consider refunding $75 of the $118 you have wrongly kept.The audacity that this company knows they were going to cost me $17 because of them not shipping to my address, and instead they forced a shipment to a *** store, and then when a package looked damaged and I was going to have to pay $17 to the *** store for aquacave having the packages shipped there (not my request, and not my wish), then aquacave has ended up charging me 25%+ of the total order and only refunding me $300 I will file a bank dispute chargeback, but first I wanted to give them 1 more chance to refund what they kept.Business response
10/10/2022
Hello,
We worked with the costumer on this issue and the case has been resolved with customer's satisfaction.
Thank you.
***************************
www.aquacave.com
Customer response
10/12/2022
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,
***********************Initial Complaint
04/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
The seller sent me a product that I did not purchase. They want me to return it at my expense and time. They refuse to send me the product I paid for at the time of purchase.Business response
04/19/2022
Hello,
An incorrect brand of salt was shipped to the customer. After customer notified us about the mistake we emailed return labels to the customer so he can return the wrong product back to us. Return labels were pre-paid so there was no cost to the customer.
After contacting the customer several times, he insisted that he is should be allowed to keep the incorrect product free of charge and that he should receive the replacement product at no extra cost.
We politely declined this request and we informed the customer that the replacement product will be shipped as soon as he returns the products he received by mistake back to us.
The customer declined to do as instructed.
We will be glad to exchange the product as soon as the customer agrees to return the initial package back to us.
***************************
www.aquacave.com
Customer response
04/21/2022
Complaint: 17007926
I am rejecting this response because:I purchased a product and have still not received it. It weighs 100 pounds. They arent coming to my house to pick it up or paying for the packaging materials to pack it back up or the gas and time to go return it. This was their mistake. Its against my consumer rights to have to send back a product that I never purchased. Furthermore I have not been sent the product that I did purchase. I had to buy it from a different company that is honorable. As per the ftc if a company send you something that you didnt purchase you have the right to keep it as a free gift. Maybe if you did your job better then others wouldnt have to do it for you.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.