ComplaintsforOptiMA, Inc.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Disappointing Experience with Optima Companies / Mywhiteboards.com I began my journey with Optima Companies / Mywhiteboards.com in June 2023, hoping for a seamless experience, but unfortunately, it has been anything but. My initial order was a whiteboard, which, to my dismay, arrived with a significant dent. While the company was prompt in sending a replacement, the second board was no better - it was warped and bent, making it impossible to hang flat on the wall. Considering the fact that I invested over $800 in this product, one would expect a certain standard of quality and customer service. However, their solution was to offer a mere 25% off my next order. It's almost laughable to think that after receiving two damaged products, I would be inclined to make another purchase, even with a discount. To make matters worse, my attempts to communicate with the company have been met with silence. Multiple emails have gone unanswered, leaving me feeling frustrated and undervalued as a customer. In conclusion, I regret to say that my experience with Optima Companies / Mywhiteboards.com has been deeply unsatisfactory. I would strongly advise potential customers to think twice before making a purchase from this company. Their lack of quality control, inability to provide a product that can be hung flat, and inadequate customer service has left a lasting negative impression on me, and I will certainly not be returning for future purchases.

  Business response

  10/23/2023

  The customer had their original order shipped to them and it unfortunately arrived damaged. The customer failed to sign for this order as damaged so that we could file the appropriate damage claim for the shipment (proof of delivery attached showing it was signed for free and clear). We were able to file a concealed claim which was paid out, but was only for 33% of the product cost, and did not cover any shipping cost. As a gesture of goodwill, we sent the customer out a free replacement after we spoke with them, and reminded them to inspect and sign for the shipment as damaged, if there was any damage. The customer failed to sign for the shipment as damaged when it arrived in damaged condition once again (proof of delivery attached showing it was signed for free and clear). The customer notified us of the damage, but did not provide adequate pictures of the damages which would have allowed us to file a concealed damage claim. Specifically, we requested pictures of the box that it arrived in, but the customer was not able to provide any as they had already thrown away the box. When we sent out the replacement order to the customer, we actually lost money on the order between the shipping cost and product cost. Our products are shipped via 3rd party carriers and we have no control over how the products are handled in transit, nor do we have any recourse when they deny our claims because we cannot meet their criteria for submitting claims. Due to the customer failing to sign appropriately on both shipments, and the fact that we lost money by sending out a free replacement, we are refusing to issue a refund or free replacement this order. We did offer the customer 25% discount if they wished to pay and replace the item. The customer failed to abide by the freight policy on our website (found here: ********************************************* ) which clearly states that all shipments must be inspected and signed for as damaged in order to get a free replacement. The customer was reminded on the phone when they notified us of their first damaged shipment and in both shipping confirmation emails (sent to ******************** to inspect and sign for their shipments appropriately (see attached). We are already at a loss on this order, and cannot send out another free replacement nor refund on this order due to the fact that the customer signed for them as free and clear on both shipments. This is an unfortunate situation and had the customer signed for their shipments appropriately, we would absolutely send a replacement and or refund. At this point we believe we have already gone above and beyond for this customer by sending out a free replacement even though they did not meet the criteria for this, and we cannot afford to lose any additional money on this order.
  
  

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