Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with this company (Inventel at ****************) thinking it was the real authorized dealer ****** ******* ***, who uses *********)- this second company is clearly using deceptive practices to trick customers like me into thinking they are the real seller/manufacturer of the item and not a secondary retailer, including the SAME logo and name, mailing address as "***** *******," as well as website similarities. I did not realize this until I went to return the item and contacted the real company, Aline. They told me I did not order from them and instead ordered from this imposter company, Inventel.tv. I contacted the imposter company for the return and they changed their refund policy on me and charged me more than was stated on their website in addition to making me pay for return shipping. I have sent them the screenshot of their own return policy on the website and they are telling me that isn't their policy. I would not have bought these insoles if 1) I knew this was a fraudulent company - which was clearly their goal, and 2) I knew they would charge these additional costs for return which is NOT stated in their policy on the website, which I read prior to my order. I reached out to the original company and they clearly are aware of this imposter Inventel company marketing themselves as Aline and told me the company president is named Yasir A***** I have now paid 45.97 (including their $10 shipping) and another 7.99$ to ship back per their instructions. This is NOT in accordance with the return policy on their website, which states 100% refund within 90 days. They said they will give me 35.97 back, and deduct the $10, which means I am out 17.99 despite a FULL RETURN POLICY. Not only are they trying to deceive customers into thinking they are the real ***** ******* company, but they aren't even honoring their own return policy.

  Business response

  11/11/2024

  Dear BBB ,

  We appreciate the opportunity to address this customer's concerns and clarify any misunderstandings. We take all complaints seriously and strive to provide excellent customer service.
  Regarding the customer's statement:
  We want to clarify that we are Alineinsoles.com, a separate entity from *********. We are an authorized retailer of ***** ******* products and have no intention of misrepresenting ourselves as the manufacturer. We apologize for any confusion this may have caused.
  We acknowledge that there was an issue with our return policy being updated around the time of the customer's purchase, which led to some confusion. While our current policy is accurately displayed on our website, we understand that the customer may have seen a different version at the time of their purchase.
  In light of this confusion and to ensure customer satisfaction, we will honor the full refund policy that the customer states was in effect at the time of their purchase.
  The refund for the customer was processed before the dispute was filed. Initially, a refund of $35.97 for the product was issued on November 2, 2024. An additional refund of $10 for return shipping costs was issued on November 4, 2024, at 12:32 PM. This brought the total refund amount to $45.97.
  
  The total refunded to the customer, which includes both the product price and shipping and handling, is $45.97. This refund was completed prior to the customer's initiation of the dispute.
  
  We sincerely apologize for any inconvenience or frustration this situation may have caused. We are committed to resolving this issue to the customer's satisfaction and have taken steps to ensure clearer communication of our policies in the future.

  Best Regards,

  Aseef K***

  Aline Customer Support Supervisor

  Customer response

  11/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  They are not being honest about the policy "changing" around the time of my order, as is evidenced by the email exchange I had with them. It wasn't until I threatened to file the claim that they gave me the $10 "shipping cost" back, but that did not include the actually shipping cost they had me pay to send the item back. I filed this claim before they indicated that they refunded me the $10, however I am still out the $7.99 I paid to ship the insoles back to them. I should not have had to pay shipping under the refund policy that was stated on their website, as they are now acknowledging. They still owe me $7.99 for actual shipping costs that they had me pay to return the item in violation of their refund policy that was posted at the time, promising a FULL REFUND. 
  
  Regards,
  
  ******* ******

  Business response

  11/12/2024

  Dear ********
  Thank you for your continued communication and for providing the opportunity to clarify our position on this matter.
  We understand your concern about the $7.99 return shipping cost, and we’d like to reimburse you for this additional fee.
  Please email us your address and a copy of the return shipping receipt at ************************, and we’ll issue a refund check for the $7.99 promptly.
  We hope this resolution helps to clear up any remaining dissatisfaction. If you have any further questions or concerns, please don't hesitate to reach out to us.
  We look forward to the possibility of welcoming you back as a customer and hope to serve you again in the future.
  Best Regards,
  Aseef K***
  Aline Customer Support Supervisor
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My problem is with the product H D ******* Unlimited Antenna. The ** ads claim it works anywhere in any conditions,(weather, near high power lines,even out to sea,etc.) and you still receive all the channels.They also have a money back Guarantee .The claims are not true and I can't get my money back,here are the details. I ordered their antenna in early August 2022,was charged $100 plus $29.99 for s+h. ( my order # was ********). I received the product on Aug.12 and connected it following their directions to the letter. To my dismay it did not work any better than the antenna I purchased at the store for $35 (only receiving *** stations). On Aug.13 ,I called to Demand my money back and spoke to a supervisor ( named ****) . He agreed to send someone to pick it up and instructed me to put this number on the box,( #****RL2203324) and get the return routing # from the driver.I was to call back with that # and then they could process my refund. We agreed on Aug 25th between 11:30 and 2:30 pm . No one came. On Aug.26th,I called to complain and spoke to a service agent (named ***),he told me if they don't make a pick upon the day,they pick it up the next day.I said o k and waited ,no one came again. Being busy with work at my home,I called back again on Aug. 29th to complain and spoke to a supervisor ( named *******). He apologized and promised it would be picked up on the Day and Time of my choosing,(Sept. 2nd at 2:00 pm). Still no one came. (I have a witness on all of those days,the man who was doing work at my home.) I have had enough of their false ad"s and constant lies.This is very ********** marketing and business practices and I WANT MY MONEY BACK !

  Business response

  09/13/2022

  Dear *************************,
  This is to inform you that we have processed a refund for your order # ********** on 09/13/2022 in the amount of $129.99. The refund has been sent back to your card which ends with ****; however, this credit will not be reflected on your account until your next billing cycle. We will also send you return shipping label on your email.
  In case of any further questions you can call reply to this email or you can call us at ************.

  Customer response

  09/18/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩