Complaints

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered this shower head on 4/19/23. It was $108.50 and I received free 4-8 day standard shipping. I only got purchase confirmation email. On 4/27/23 I emailed asking what's happening. I was replied to the next day informing me it was out of stock and it was shipped that morning (which it wasn't, just entered to make a label). I did finally receive it and found that it was no better than an old cheap one that came with the house so I decided to return it. It took me a long time to find the actual return policy on the website, which is partially under the return policy and the rest is found in the "guarantee." I mailed it back on 5/26/23 and sent them an email stating as such. Today is 6/29/23 and I have sent multiple emails to no avail. No credit for the product received and no response from the company. **** confirms it was delivered May 30, 01:36PM. I want my refund.

  

  Business response

  06/30/2023

  We issued a full refund to ************* this morning along with our apologies for the delay.

  ************* did provide documentation as to return shipment, however, we still do not have, or cannot find/locate her return. We do not know what has happened here. We have contacted **** about this matter. Nevertheless, we have provided ************* with a full refund of $108.50 and sent her an email receipt of this refund. Copied below too.

  Thank you,

  ****

   

  Order
  #****
  Card details
  Visa 5670
  Name on card
  *********************
  Refunded by
  *********************
  Message
  Refund submitted and processing. Learn more about refunds.
  Amount
  $108.50
  Refunded items
  
  Gateway
  Shopify Payments
  Status
  pending
  Type
  refund
  Payment ID
  #******
  Created
  Jun 30, 2023, 8:18 am
  Refund reason
  return

  Customer response

  07/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I am adding that their business practice of withholding a refund, not reaching out when they did not receive the return and ignoring the customer is an unacceptable way to do business. Buyer beware. 
  
  Regards,
  
  *********************

*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. ↩