ComplaintsforEvo Gimbals

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for an Insta 360 camera on Amazon from EVO Gimbals store. The item's quality was misrepresented by the seller and didn't match the description on their Ad so I returned it.I noticed EVO Gimbals 1 in 4 customer reviews were accusing them of deceptive return practices so to be careful I took photos and video of my item before sending it back. I took photos of my packing it as well but I gave them the benefit of the doubt.Sure enough when they got the item in good condition they claimed they were going to charge a restocking fee of "about" $242 to repair "scratches" on the lenses. Without photos of the scratches. I obviously objected to such an unreasonable fee and asked that they send me photos of the product and the scratches.I got a photo that showed microscopicly small scratches with special lighting to exaggerate them that I didn't remember seeing. They didn't show the full unit or any way for me to verify it was even the camera I sent. The location of the scratches was also suspicious because it looked like they set the camera down on a hard surface lens down scratching it themselves. I suspected they scratched the camera while taking the photos.I had to get Amazon involved and go through a long process, I requested more photos one they sent was of their laptop screen with thumbnails of recent photos one of my camera under a microscope with NO SCRATCHES then other unrelated photos then later the photo with scratches. Supporting my idea that they scratched the camera. They refused to send the original photos they left out I saw thumbnails of. The damage they did show is merely cosmetic.They sell used items like mine for the price I paid for my unit new. So they are making a large profit selling the same camera twice.Amazon has ordered them multiple times to send me the full refund and they are refusing to comply.Order number: 114-2778510-8764257 I paid: Grand Total:$492.63 They returned: $226.61 They owe me: $266.02

  Business response

  12/01/2022

  Hi there, we have been dealing with this customer for a long time, since the beginning of the return, we told him about the scratches on the lenses we found and gave him two options, but he did not want the camera back because he knows there are scratches, the pictures he gave perfectly avoided those scratches, also he did not take a picture of the other lens that has so many scratches.  We have reported to Amazon, that's why amazon is on our side. We strictly follow Amazon's return and refund policy. Please see attached screenshots from our communication and also the pictures we have on file for his return. It's so sad that we have to deal with customer like this, not responsible for their actions. Please let us know if you need anything else from our side. 
   
  Thanks,
  Flora

  Customer response

  12/01/2022

  Complaint: 18336553
  
  I am rejecting this response because:
  

  This response is difficult to understand.  The reply doesn't address the remedy I requested at all, it's just the vendor being combative and making claims they can't support. 

  I sent pictures of BOTH lenses of this camera.  The item is symmetrical in shape so the two photos I took look slightly similar but I did in fact take photos of both sides.  So it seems like the business is LYING now.

  There are no visible scratches in the photos I took.  The photos they took were under a microscope with special lights that you might use to find imperfections in jewelry.  Clearly they were HUNTING for a reason to deny normal refunds customers are accustomed to.  They apparently do this alot because they have equipment set up specifically to search for reasons to decline refunds to honest customers.  Their online reviews reflect this dishonesty fairly well with nearly 1 in 4 recent customers complaining about dishonest return policies.  The vendor stands to benefit form denying a full refund so the onus is on them to prove I didn't make reasonable efforts to submit a good faith return.  They have completely failed to do so.  

  I should be able to buy a product and after seeing it's build quality and image quality decide to return it.  If this seller doesn't accept most returns they should make that policy and history known to buyers.  It's dishonest to present yourself as trustworthy and then deny most returns.

   

  If the vendor isn't going to give full refunds, and sell products that will not be able to be returned if opened, they need to label the product as fragile and make their unusual and unreasonable return policy transparent BEFORE customers make purchases.

  It disputes the standards and stocking fees this vendor applies to deny refunds as unreasonable and deceitful.  I do dispute the claim that I scratched in any significant way.  Even if I had the restocking fee was arbitrary used lenses on sites like **** in worse condition sell for hundreds more than the net refund I was given.

   

  That isn't relevant though I made no promise to return the item in "perfect under a microscope" condition.  a product being scratched could be because the product is easily scratched by normal use and would therefore be subject to a full refund.  Also, Amazon ruled AGAINST this vendor and told me several times that this vendor likely won't be allowed to sell items on their platform if this behavior continues.  So they're lying about that too.
  Sincerely,
  
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