Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have tried to contact this company no responde. i had to return this weed eater wirhin 30 days but could not get andone to respond so i sent it back at my expense . i sent copy of *** in the mail along with many text and phone calls still no response . want to warn others that this company is not to be trusted and they will not answer your complaints a fraud as far as my expierence.

  Business Response

  Date: 08/14/2023

  Customer contacted us after 30 day return period expired. 

  Also, We are ready to mitigate issue if customer contact us back with order details and images and videos showing the condition of item.

   

  Regards

  Westfield Retailers Support Team

  Customer Answer

  Date: 08/14/2023

  it took 3 weeks to get product delivered, i called numerous times to find out where it was, and why i have not received it no response, got it tried it and it is a inferior product did not even cut grass, cost ****** to send it back and still have heard anything, did get advertisement for purchasing

  Thank You

  Business Response

  Date: 08/23/2023

  Hello

  Hope you are well.

  We reply to every customers.

  We have not received any mail from this email ID.

  Proof has been attached above.

  The late delivery was due to *** internal issue which has returned the package back to the warehouse. We have already informed the customer. Attached is the screenshots of the email that went to customer along with content and date.

  Order placed on JUNE 22, delivered n JULY 10.

  Today is August 23. Return policy ended on August 10. 

  We have not received any mail from customer. The return window has been already closed 2 weeks back.

  We request all our customers to contact us within return window.

  Regards

  Westfield Retailers Support Team

  Business Response

  Date: 08/23/2023

  Hello
  Hope you are well.
  We reply to every customers.
  We have not received any mail from this email ID.
  Proof has been attached above.
  The late delivery was due to *** internal issue which has returned the package back to the warehouse. We have already informed the customer. Attached is the screenshots of the email that went to customer along with content and date.
  Order placed on JUNE 22, delivered n JULY 10.
  Today is August 23. Return policy ended on August 10. 
  We have not received any mail from customer. The return window has been already closed 2 weeks back.
  We request all our customers to contact us within return window.
  Regards
  Westfield Retailers Support Team

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a hearAid on June 13 2023 which arrived almost on month later on July 11. Immediately, I called and sent an email to ********************************** asking for an authorization number to return it. I explained to them that I had missed the opportunity to give it to my father as a birthday gift, because when I submitted the order I was expecting to get it within **** business days as they show in their webpage.I haven't opened the package, as I was planning to return it completely unopened and as they had sent it. It's been one month and I have not received any answer from them. Still waiting for their authorization number and the address where I can mail it. I have sent them several reminders, more mails and left voicemails as they never answer to the support number the show on their website.

  Business Response

  Date: 08/11/2023

  The query have been answered. Please check your mail. If not received, please check you SPAM folder.

  Customer Answer

  Date: 08/18/2023

  My apologies for not answering during the 7 days period, but this case is not resolved. Please I would like to continue with the complaint process. The vendor Westfield Retailers has not answered to my ask nor provide any authorization code to be able to return the item. It looks like they don't want me to return it thus refund the money. Please help

  Business Response

  Date: 08/21/2023

  W have mailed them. Please check your spam folder.

  We have asked for a video showing condition of the unit.

  It should not be in Used Condition and should be in its original packaging with accessories like charger or manual.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20453017
  
  I am rejecting this response because:

  - They said they have answer and that's not true. I even searched in my junk folder (photo attached) and there is nothing there. Please let them know to really write to my email address: ***********************

  - they also said that I need to send a video showing the condition of the product. I already explained to them that i haven't opened the packaked they sent, so what video do they need? I have attached a picture of the package they sent. I had said i want to return it unopened.

  Bottom line, this vendor really makes it hard to return items. For starters, they still are not sending me any authorization code and address where i need to return it. I haven't seen this behavor anywere. 

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/29/2023

  Hello,

  I havent gotten any message from the vendor. Could you please ask them to send me the authorization code? Please tell them to write to my correct email address 

  ***********************. 
  

  and hopefully they copy you so we make sure they really are sending me the code.

  Thanks 

  Business Response

  Date: 08/30/2023

  Hi,

  We have attached screenshot of the mail sent in our last mail.

  Secondly, please send the images of the product. If you say that it is un-used, please send the image or video proof. 
  We will process return. 

   

  Customer Answer

  Date: 09/07/2023

  Good morning 

  The vendor received the returned package and said they initiated the credit to my credit card. Due to the fact that this vendor has been extremely unreliable (remember they had said that they had sent emails but that never happened until I sent them an email copying you) I kindly ask to keep the case open until I actually get the refund to my account.

  thank you 

  Business Response

  Date: 09/12/2023

  We have already initiated the refund to the customer.

  Also, we have shared you the screenshots of the past emails that we sent. 

  Customer Answer

  Date: 09/14/2023

  Even though the vendor has said they initiated the refund on sept 6th, that refund is still not showing up on my credit card yet. Due to the high unreliability of this vendor, I kindly ask you to keep this complaint open until I actually receive my money back.

  Im monitoring in a daily basis. Im seeing other transactions and credits from other vendors but nothing from Westfield Retailers yet.

  thank You 

  Customer Answer

  Date: 09/18/2023

  Good evening BBB Representatives ********** Tynah)!

  I'm glad to report that my credit card finally got the expected refund from Westfield Retailers! See attached. Thank you so much for your intervention, without it I would have never gotten an answer to my request from this vendor, so frustrating.

  Please proceed to close the case. As far as I'm concerned, I will never purchase anything from Westfield Retailers and will not recommend to anyone to interact with them. Terrible customer service!

  Best regards

  *****

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 items from Westfield Retailers. I was charged $39.95 and the items where shipped from a competitor they said had no affiliation with. The company was very hard to communicate with since I'm guessing they are not from *******. Anyway I returned the items and requested a refund to my credit card. This kind of business should not be allowed to do business in this country!!

  Business Response

  Date: 05/31/2023

  Hello,

  Customer found similar item at cheaper price. They wanted to return the item. We have approved the return and refunded them. 

  We have shipped the product from our warehouse.

  They are thinking that we have shipped from competitor who sells cheap replica.

  But as customer has right to return the product for a refund, we have done so.

  We have fully refunded the customer.

  Regards

  ********************** Support Team

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a product that was intentionally misrepresented by the merchant. Upon requesting a refund, I was directed to return the product and told a refund would be issued. It was not. I opened a dispute with my banking institution which the merchant fraudulently indicated was false. I have tracking information, photographs, and an email chain for the return exchanged with the merchant in question demonstrating they willfully defrauded with their claims of the product and are now seeking to deny me a full refund claiming "restocking" fees for which I had to pay shipping on the return to avoid and still have not received a refund.

  Business Response

  Date: 05/03/2023

  Hello

  Hope you are doing well.

  As directed by customer, we have said that if you wish to return product then there will be restocking fee if we provide the return label. If customer returns the product at there own expense then we will refund them fully.

  We have send them all the product which was displayed on site and if they do not like it, it is normal to return the product.

  We agreed on the terms that customer will return the product and we will issue full refund.

  We haven't received and before that customer raised the dispute.

  Now that when we received the product and tried to initiate refund it showed that the amount has been disputed. That's when we tried to contact customer.

  Attached is screenshot for refund initiation as it shows that cannot be refunded as it has been disputed by customer.

  It is standard procedure that when product is received, it goes through a verification and inspection process which takes a little bit time. It is properly mentioned in our terms of refund. I have attached a copy for that too.

  Customer had read the policy too from where they have quoted the text of refund in the mail.

  Just that, they lack patience for the process to happen and they opened the dispute. 

  We respectfully  agree to refund the customer.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20011143
  
  I am rejecting this response because: The amount has not been refunded. The disputed amount has been recharged to my payment method and the business is encouraged to issue a refund as expeditiously as they can.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/08/2023

  Hi again,
  
  
  We have already informed you that amount has been already debited from our account and held with bank until dispute get resolved.
  
  
  We have agreed to give the refund to you but you opted to go with a legal way and opened dispute.
  
  
  Legal way will delay the process and now you will have to wait as it is out of our control now.
  

  We have already informed the customer about this again, yesterday.
  
  Best
  Westfield Retailers Support Team 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20011143
  
  I am rejecting this response because: the dispute rolled off on 5/2/23 and I still don't have a refund from this "retailer".
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2023

  Hello

  We agree what you have told. We also agree to refund you.

  But while product was going through inspection, at that time you raised dispute. 

  Now, amount has been held with stripe. They will decide the case. 

  The thing that you are claiming that we are not refunding you is false. Now the Case decision and funds are not under our control. 

  We would have refunded you but now we will have to wait for bank and stripe to decide the case.

  Best

  Westfield Retailers Support Team

   

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20011143
  
  I am rejecting this response because: The case you claim has been "Decided" for two weeks. You should have long since received the funds back. Please check again as they're likely already there. Also, do you have any documentation on "stripe", what it is that you're referring to, and proof that you haven't received the funds which is why you're claiming you can't issue a refund?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/24/2023

  Hi,

  Hope you are doing well.

  We have already submitted the proof in our previous conversation that money has been held by stripe until dispute is solved. Screenshot of it has been attached in our previous response. You can refer to it.

  Also, we got update day before yesterday that stripe has refunded you the money. 

  Screenshot has been attached above with this message as proof.

  We request you to contact bank for your money.

  We would have given refunded you by default if you has some patience. You would not have to do so much hassle.

  Still you got your money back.

  Hope you have a wonderful day ahead!

  Regards

  Westfield Retailers Support Team

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product on August 26 with a promised delivery on August 31, 2022. Didn't received product until September 8. I had to purchase a similar item at a local retailer. Since purchase, retailer does not respond to my Emails. Trying to get an RMA to return product. Since I have to pay for return shipping expenses!

  Business Response

  Date: 09/13/2022

  Hello

  Hope you are well.

   

  1-We have a policy where it is written that product will be delivered within **** days under standard circumstances.

  2-Shipping carrier delay is not in our control

  3-Customer opted for stardard shipping not premium shipping. so, the Product was delivered under normal shipping time range.

  4- We are ready to return the product. We have told customer about the details for return. If they return the product then we are more than happy to refund them.

• Initial Complaint

  Date:05/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $208.00 on May 3 for a Costway portable windowless air conditioner. It doesnt cool the room as claimed. Ive called this company several times and get a voicemail with a mans voice that has a very thick accent hard to understand. Ive left several messages asking fir an RA # and get no reply. I also emailed them 4 times and still get no response. I need to return the item before 30 days are up for a full refund and they are deliberately avoiding me so I get stuck with it and dont get my money back. I need someone to intervene and get my refund back. Please help!

  Business Response

  Date: 05/21/2022

  Hello Ma'am,

  Please check your spam folder. We have replied your mail last time.

  We are again mailing you back.

   

  Regards

  Westfield Retailers Support Team

  Customer Answer

  Date: 05/25/2022

  Case #********,

   After speaking to you about four days ago concerning Westfield Retailers not responding to my emails. They did finally contact me and sent instructions on how to prepare and return the portable air conditioner. I followed the instructions to the letter. When returning the item, I ended up paying $107.35. As they have free S&H when sending out the items and it costing me $208, I think I should be reimbursed for the return shipping in addition to the refund. Were on a fixed income snd this puts a real strain on our budget. I hope that this intervention doesnt jeopardize my refund. Ill send a separate email with the picture of the receipt. Thank you,************************* at:****************

  Cell:************

  Business Response

  Date: 06/06/2022

  Hello

  In order to provide best support to our customer we try to arrange free and fast shipping to customers.

  In actual scenario, shipping is not free, but we bear the cost of shipping so that it will not levy any further issues to customers.

   

  It is written in our refund policy, that if any product is returned on account of customer remorse then return shipping is paid by customer.
  

   

  If there was any issue with unit like it was not working or any other break or dent in unit while shipping, we would have replaced it for free or we had bear all the cost.

   

  If customer don't read description properly or think product of something else, and they want to return it, then customer have to return it on their cost.

   

  We have clearly specified it that unit is a windowless and ventless evaporative unit that needs water and ice to cool the space. But customer compare it with 1000$ ACs.