ComplaintsforSatic Inc

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Told I needed 2 filters for the whole house, I ordered one on 11/30/21. It wasn't very effective, so I was given, free (**) a 2nd demo filter. It didn't help; at times made the problem worse. On 12/5, Val said I could return the filter (neither mentioned the free one) without restocking fee (only fee mentioned on their website). I felt it unethical to keep the free one & return the purchased one, so returned both 12/20. On 1/5, I noticed I was not refunded the full price; charged $20. When I called, I was told $20 was for shipping. They said they would return my call, but never did. I emailed them on 1/8 requesting the full amount & got no response. I called 1/10. ***** said it would be returned via Zelle (I have his email). No response so I called 1/21. ***** said it would be returned via check. On 1/21, I received an email, stating that they had charged (retroactively) $20 for shipping & handling, for a charge I was NOT charged at time of sale & one they had promised to return THREE times. I can forward emails

  

  Business response

  02/02/2022

  Satic has been in business for 13 years and customer care is an important part of our identity and corporate culture. In response to L ****** written online complaint, our staff has dedicated several hours in pursuit of L ****** happiness. Our tech teams first conversation with L ****** was on November 29, 2021. She called with product questions and shared her personal story to hearing ears.  After listening, our tech department assessed that she probably needed two Satic plug-in units, assuring her that satisfaction is guaranteed, and that she could return the units within 30 days, for a refund. After several long email exchanges and phone conversations she placed her order for one unit.

  L ****** called back a few days later informing staff that she didnt think the unit was working. As she really did seem to be suffering, we suggested the she take the second unit, per our initial suggestion, at no additional initial cost or shipping, with our return policy still in place. Its noteworthy that the units cost $209 each, so any suggestion that our team had issue with a nominal shipping fee is clearly not the case.

  On December 3, customer care shipped her a second unit without payment or shipping fees.  Some days later she stated that she wanted to ship them back for a refund. No problem, there was however a small, time delay as she is challenging to communicate with as she doesnt like to use the phone and can be slow to respond to email.

  Our written policy is to not to make the refund until we have the products back. Yet, as she was very anxious for the refund, we made an exception and cancelled the charge to her card before she had even returned the units. While thats not policy, it certainly shows the intent of our team.  

  We reversed the credit card charge for the $158 that she had paid for the $209 unit. Yes, staff gave her discounted pricing after hearing her personal story. She later called back and was upset again, as she felt she should not have to pay the $20 for shipping the units back, demanding repayment. This is where it got a little challenging for staff as we dont keep credit card numbers on file. Stopping or reversing the charge was easy, but in order to add $20 to the card we would need the number. We dont keep numbers on file. Again, all of her communications say dont call and we currently dont have a working number for her and there is not one on this complaint. Shes slow to reply to email which is also an unsafe platform for sensitive information.  So, we offered to send her a check, yet she insisted that it be funded to the credit card shed used as her only accepted repayment platform. It was never a desire to withhold $20, simply a need to do so in a way that protected her information. We had to choose what was right over what was easy.

  L ****** was often harsh in conversations, yet became rude and demanded we do something we simply couldnt do, threatened a bad online review and BBB report. On Thursday the 27^th Satic mailed her a check for $20 and we hope she graciously accepts the payment we could give.

  Satic ************* Division

  Customer response

  02/10/2022

         I apologize; I did not receive the business response before today. They did indeed refund the check. Almost everything else they stated was untrue.

   

  1) Communication was minimal.

   

  2) The second unit was a used demo. 

   

  3) There was no "time delay". I have a landline phone, & I check emails daily.

  Their claims of "don't call" are absurd.

   

  4) The product was mailed on Dec 20th. They gave the partial refund on Dec 24th. I have the proof of certification.

   

  5) I have never had a problem getting credit card charges reversed. They claim

  "several long email and phone conversations" & admit to discussing the returns;

  there is no reason that they could not have asked for my number then. 

   

  6) There was no reason that they could not have mailed me the check. 

   

  7) The only ones being "harsh" & "rude", was Satic, when I continued to press them for the money they dishonestly withheld, after promising it to me 3-4 times

  over the course of a month. Their other BBB complaint was also for failing to deliver on their promise. 

*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. ↩