ComplaintsforNext Wave Automation, LLC

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I am writing to bring to your attention a matter of concern regarding a recent purchase I made from a company dealing with CNC and laser products. Upon receiving the product, specifically, the laser machine, I found that it didn't meet my expectations in terms of its performance and accompanying software capabilities. I endeavored to utilize this laser machine to evaluate its functionality and effectiveness. The machine was tested merely two to three times, with the tasks being limited to engraving a couple of 2"x2" images and a 6" representation of the Sharks (Next Wave) logo. My experience confirmed my initial concern, proving the product to be substandard and ill-suited for its intended purpose. In light of this, I reached out to the company to request a return and refund. However, my request was denied on the grounds that the product had been used. I would like to note that there is no return policy provided or displayed on the company's website, a fact that I believe to be an unjust and opaque business practice. Given the unsatisfactory product quality, the lack of a clear return policy, and the company's unwillingness to refund my money, I am appealing to the Better Business Bureau for intervention and assistance in this matter. I am hopeful that with your help, this situation can be resolved in a fair and satisfactory manner. Thank you for your attention and anticipated assistance. ***** *******

  Business response

  08/14/2023

  Dear Better Business Bureau,
  I am writing in response to the case filed by Mr. ******* (Case #******), outlining his concerns regarding his recent experience with our products and services. I would like to provide a comprehensive overview of the situation, the steps we have taken to address his concerns, and our commitment to providing a fair resolution.
  On Friday, August 11, 2023, at 10:00 AM, I personally reviewed Mr. *******'s feedback and the attached documentation detailing his dissatisfaction with our company's handling of his purchase. I would like to take this opportunity to address his concerns in a detailed and professional manner.
  Upon evaluating Mr. *******'s situation, it is important to note that our company maintains a policy that restricts customers from testing and subsequently returning equipment. However, we do facilitate the return of unused merchandise, subject to a 15% restocking fee. Given that the laser equipment in question had been used multiple times, it can no longer be considered as new and cannot be resold as such.
  The complexity of Mr. *******'s situation is amplified by the fact that the laser equipment was part of a promotional offer during the month of July. It was provided as a complimentary addition to his machine purchase. Additionally, his equipment was financed through a third-party leasing company, resulting in him not holding full ownership of the equipment.
  In response to Mr. *******'s concerns, we initially extended an offer of a store credit equivalent to the full value of $999 for the laser equipment. Regrettably, we did not receive a response to our email communication regarding this offer. I assure you that our intention was to resolve this matter in a fair and satisfactory manner.
  We are steadfast in our commitment to providing equitable resolutions for our valued customers. The offer of a store credit for the full value of the equipment remains open and is, in our estimation, a just resolution considering the unique circumstances of Mr. *******'s case.
  I understand the importance of upholding our company's reputation for excellent products and exceptional customer service. If there are any additional details or actions that would help in reaching a more satisfactory resolution, please do not hesitate to inform us.
  Thank you for your time and attention to this matter. We value our association with the Better Business Bureau and the opportunity to address customer concerns through this platform.
  Sincerely,

  
  *** ********

  Senior Vice President

  Next Wave CNC 

  Customer response

  08/16/2023

  
  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,
  
  ***** *******

*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. ↩