ComplaintsforeAccess Solutions, Inc.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Honeywell InSight HEPA Air Purifier for extra-large rooms Need replacement

  

  Business response

  05/14/2024

  Hello ***** - We operate the online retail store HoneywellStore.com and in searching our database for your email and address, we are not finding that we sold you this Honeywell Air Purifier. In your remarks I did not see any mention of a specific problem with the unit however if you are having issues and it is within 30 days from purchase, please contact the retailer you purchased from. Outside of 30 days, please contact the manufacturer warranty support line at ************. Hope this helps - Thank you!
  

• Initial Complaint

  08/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On August 4, 2022, I ordered from the Honeywell Store online Order no. ******, 2 packages of the **** R replacements filters for my air purifiers.On August 6, 2022, I checked the Fed Ex tracking number, ************, which indicated the package was delivered. It WAS NOT delivered to my address. I have cameras outside my home and no one made a delivery on August 6, 2022, at 9:18 am. I called ***** and spoke with a representative to make this complaint and was told they would follow up on this incident.On August 8, 2022, I contacted ********* and spoke with a customer service representative and told them that I never received the package that it was not delivered to my address.On August 10, 2022, I called my credit card company, ***************** since my credit card was charged $191.16 for the purchase. I explained the situation and disputed the charge.On August 12, 2022, I received an email from **************** indicating that they rebilled my account since ********* indicated the package was delivered.On August 12, 2022, I called ***** again and asked the status of my complaint that I never received this package. I was told that ********* did not contact them to file a claim for a missing package. This is totally unacceptable; I should not be charged and required to pay $191.16 for merchandise I did not receive.

  

  Business response

  08/25/2022

  Thank you for reaching out to us and we are sorry for this delivery issue. In reviewing your order, our notes and the delivery location. I can see on the tracking result that the main front door to your home is right on a sidewalk (attached). In looking at the tracking (attached) that ***** left they say that the package was left at a side door. Perhaps this is where you normally receive deliveries? Either way, when you contacted us on 8-8-22 and said that the package was not delivered we immediately reached out to ***** to file a claim for non-delivery.  We received confirmation from ***** that they were working on re-verifying delivery on 8-18-22 however that it may take them up to 21 days to have the results. At this time we are still awaiting their determination. We will reach out to you as soon as we hear back and we are sorry for the wait.

  Customer response

  08/28/2022

   
  Complaint: 17714477
  
  I am rejecting this response because:  The delivery tracking from ***** indicates that the package was delivered on 8/6/2022 which I never received.  As indicated, no one rang the doorbell or left a package at my property.   It is now more than 3 weeks later (22 days) and I still have not received a response from Honeywell.   When I contacted Honeywell on 8/8/22 and again on 8/12/22, I was advised by a customer representative, ********, that it would take them up to 21 days to receive a response from *****.  To date, I have not received a response from Honeywell.
  
  Sincerely,
  
  ***************************

  

  Business response

  09/05/2022

  Hi *************; - as of 8-31-22 we received a response from our ***** claim which was denied. ***** researched the delivery and advised us that the delivery was completed to your ship to address. I am sorry for this and would be happy to re-ship the product to an alternative address so as not to chance the same outcome. Can you advise of another address to ship to? 

  Customer response

  09/06/2022

   
  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.  I have had deliveries to my address for years and never had a problem with missing packages.  Fed Ex did not deliver this to my address.  As indicated, I have cameras outside my home and no delivery was made to my address on the day and time indicated.  

  Please deliver the merchandise to the following address:

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

  c/o ********************************* ****

  61-20  ***********

  Apt.D3C

  Ridgewood, **  11385
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction: 01/18/2022 Amount paid to business: $91.91 I have purchased ac filter quantity 3. it is shipped through ****** the ***** shows the item is delivered but it is never delivered to my home. i complained to customer care but no resolution yet. i am waiting for more than a month but the issue is not yet resolved. Transaction ID:?***************** Transaction date?:Jan 18, 2022 15:46:49 PST Merchant?eAccess Solutions *****************************?************?Invoice ID?*********

  

  Business response

  03/15/2022

  ***** has confirmed delivery of the package to your home address on Saturday 1-22-22 at 11:22am (see attached proof of delivery). Once you notified us that you have not received the shipment we opened a tracer with *****. The results of their tracer after conferring with the driver was that the package was delivered at the date and time they specified in their tracking report.
  
  We are sorry that you had a poor experience in our store and have fully refunded your purchase. If you do choose to order again, please specify "signature at delivery" to insure your package is not left at your front door. Tell us why here...

  Customer response

  03/17/2022

   
  Better Business Bureau:

  I have accepted the resolution and  the seller agreed to refunded my money back for the item which i never got. I have couple of facts to put in my response 

   

  1. ***** never delivered the shipment to my home.

  2. I have security camera and video doorbell in my home. The video for that day shows the item is never delivered to my home. Either ***** or Honeywell store giving wrong information that the item was delivered to my home.

  3. inspite of my multiple mail, honeywell store only believes that the shipment is delivered by ***** at my home and they never tried to understand why i am telling this. they never tried to see the video footage to make sure who is telling wrong.

  I have put these facts so that other customer may not go through the same pain. 

  Thank you Honeywell store to refund my money. Thank you BBB for the help.

   

   

  
  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

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Honeywell | Store HoneywellStore.com ************************************************************ Order Invoice #****** Order Date 01/02/2022 Delivered around 1/13/2022 I purchased a 12 pack of our MERV 11 furnace filters 16x25x1. I have purchased the Honeywell furnace filters from ********** in the past. I tried this store this time because ********** no longer sells a case. The construction of the cardboard frame from the Honeywell store is very flimsy!! The ********** filter frame is very solid Im assuming Honeywell and Honeywell Store is the same company that manufactures the filters.I wanted to let them know my disappointment in the quality. Having the Honeywell brand logo, I would only assume the quality would be the same. Having an oil furnace, I dont believe this filter will stand up to the task.I would like to request a full refund including the shipping. The Honeywell Store has not answered my email and the return call based on their phone system is never returned. I looked up the address to try and find a direct number. The address comes up as Filter Now. I called that number and they seemed confused. The lady that answered put me on hold. When she came back she said that Honeywell shares warehouse space with Filter Now (manufacturer of after market filters). I'm attached a picture of the HomeDepot Honeywell filter and the HoneywellStore filter. You can see the difference. Something is going on at this location. Either the real Honeywell filter are being swapped out with a Filter Now filter (notice the stick on label) or Honeywell is advertising a Honeywell filter but it is really an after market filter. I think you should look into it! You can actual see a slight bend in the Honeywell Store 2 picture.

  

  Business response

  01/20/2022

  First off let me apologize for the response delay and for the sticker not being placed on the filter correctly. This is unacceptable and is currently being addressed. Regarding the authenticity of the filters you received, the ones we sent you are manufactured in the same facility with the same materials as the ** ones you previously purchased. They just don't stamp the frame with the logo and size because ours are not intended to be sold on retail store shelves but instead through eCommerce. Because of the delay in response to your questions on this matter, we went ahead and issued you a $108.25 credit to your CC this am. We are sorry for the troubles!

  Customer response

  01/26/2022

   
  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,
  
  ***********************

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