ComplaintsforMeditate & Zen, LLC

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  * Purchased an item from Meditate and Zen's online store on April 21 * Received an auto-response confirming the order was received * No follow up communication was received for days * I called the support phone number on the website on April 26 * No answer, but I received a follow up email claiming that bots floods their order system causing my order to be overlooked. I was assured my order would ship by April 28 at the latest.* Tracking information was sent to me on May 3; however it appears fraudulent as it is not with a standard carrier; I am unable to see any updates on the shipment * The business sent a screenshot of a map that conveyed the item was en-route and east of ************* using a webpage that I was told I had access to view my order status. I did not see this update on the relevant page, and I believe the screenshot was fabricated * I requested my order be cancelled on May 9, but was encouraged to offer a little more patience * I offered one more day to see if the tracking page updated to correspond with the screenshot. No helpful updates were given, so I again requested my order be cancelled on May 10.* The cancellation of my order was immediately acknowledged but no refund was given * Again on May 10 I asked about a refund, and was told I would be paying $50 in fees.* No refund is present on my credit card as of May 13.

  Business response

  05/17/2022

  We source products from ******, *****, *********, *****, ****** and **.  Most of our suppliers have a cancellation policy that outlines no cancellations after a product has shipped.  It is a long journey the item must travel across seas and through customs.  It can be an expensive process and not one that can be easily reversed.  I must adhere to my suppliers policies and utilize the same provisions to protect my company.

  
  Once the product ships, we cannot cancel the order for full refund.  For a refund, the product must be returned to Meditate&Zen in like-new condition without damage.  When we receive the item, it will be inspected within 48 hours.  If like-new condition is approved, the refund will be *****ed at that time minus a very common restocking fee.  We can refund the net funds immediately at the time of like-new approval, but it may take 3-5 business days for the funds to hit the customers account based on the customers banking institution policies. 

  
  The customer purchased the meditation seat from Meditate&Zen.  Meditate&Zen fulfilled the order and the order shipped from our supplier location.  It is currently en route to the customers delivery address and cannot be cancelled by the supplier. Therefore, we cannot cancel the order for a full refund due to the item shipping prior to customers order cancellation request.  Full communication of my requesting cancellation from the supplier and subsequent denial due to policy constraints after shipment is fully documented and able to be shared at any time upon request. 

  
  There are currently longer than normal shipping times in the current global economic supply chain.  We are doing the best we can to expedite the shipments of our customers orders,but carrier delays are outside the scope of our control.  We ask for patience and understanding, as there is nothing we can do about carrier delays once the order has been fulfilled and shipped.   This order was fulfilled and shipped before the customer requested a cancellation.

  
  Meditate&Zen is happy to offer a refund minus restocking fee when we receive the item back in like-new condition without damage.  Until then, we must wait for the product to arrive and can track it anytime at usps.com with the tracking number provided. 

  
  This order was fulfilled and shipped during a time in which we experienced a large amount of fraudulent click activity which we are currently investigating but presently identify to be bots.  We have full documentation to support the bots/fraudulent clicks with time and date stamp, location, email address listed, and many other data points to illustrate the bot/fraudulent activity on our site.  There was a minor delay in shipment due to our working through which clicks/orders were legit and which clicks/orders were fraudulent.  When **** reached out, we were able to confirm his order was not a bot, fulfilled the order, and it shipped.  When he requested cancellation, the order had already shipped several days prior.

  
  Additionally, I am happy to provide a report on the activity log on the development of my site to illustrate a deletion of one not so user-friendly order tracking system software and the installation of a completely new company with a completely new platform and a completely new integration into our website.  That did take about two days to fully complete and installation was occurring during the time at which the client reached out.  Full documentation can be provided to support our technological updates with time and date stamps that align with the customers complaint.  The new platform was live and functional at the time the screenshot was taken and can be verified by the third party order tracking software utilized to provide the data. 

  
  It is unfortunate the customer did not have success with our order tracking system provided on our website, but we are in no way liable for any lack of technical knowledge of our customers to be projected onto the integrity of our operations.  We operate with full integrity to serve our fellow Yogis, and refute any claim of wrongdoing based on a customers lack of technical skill.   We offer comprehensive tools that can be accessed 24/7 in the utilization of order tracking.  We are happy to help navigate the system at any time to alleviate concerns and answer questions.  We have a live chat feature on the website to help at any time if there are questions and concerns of any kind.  We have a fully functional order tracking system powered by an industry leading third party software.  All tracking queries can be provided at any moment to ensure accuracy.  If for any reason you do not achieve desirable results with our order tracking system, you can always use the live tracking number we provided several times through email at usps.com to see real time information and delivery updates.  The order can be tracked in real time with the live tracking number provided to the client several times. If our system is not subjectively user friendly, there are several other online tools that can be utilized to illustrate validity of shipment and fully remediate concerns. 
  

  When the order arrives, if a refund is sought, the product must be returned in like-new condition without damage to receive a refund minus restocking fee.  At that time of like-new approval, we are happy to ***** the refund minus restocking fee. 

  
  Our cancellation policy can always be found at the bottom of every page on our website or at:
  https://meditateandzen.com/policies/refund-policy

  Customer response

  05/25/2022

   
  Complaint: 17200346
  
  I am rejecting this response because:

  Hi,

   

  I submitted a complaint on May 13, ********************************** good faith. Unfortunately, the complaint was closed before I was able to respond to the seller's response.

   

  An order that was placed has not been fulfilled. Tracking information that was provided states the package is still outside of the ** while the seller provided a screenshot on May 9, *************************************** the ** and would be arriving soon. The seller also stated, as shown in documents attached to the complaint, that a refund would be provided should I cancel the order. Upon cancellation of the order, the seller refused to fulfill that promise.

   

  As of today, the tracking information still states the order is in the country of origin and has not entered the **.

   

  Tracking information:

  https://tools.usps.com/go/TrackConfirmAction?tLabels=CY007549715CN

   

  I hope to receive assistance as this issue is not resolved.

   

  Best,

  Amit

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

  Business response

  06/02/2022

  I have opened a dispute with the supplier and included this information. 

  I am the vendor.  My supplier shipped the product directly to my customer.  The issue with shipping is out of my control or ability to rectify.  I too do not understand the hold up and I am empathetic to my customer.  I am working out the details with my supplier on the dispute and will refund my customers purchase as soon as they refund my purchase of the item from them. 

  I have been simply relaying the information provided to me from the supplier to my customer.  I have been and will continue to operate with integrity and good faith. 

  I will refund my customers purchase on or before the date my dispute with the supplier is resolved.  

   

  Customer response

  06/06/2022

   
  Complaint: 17200346
  
  I am rejecting this response because:

   

  1. On May 9, ************************************************** the email exchange attached to this complaint the seller stated the following, which was not honored:

  "If after reviewing the attached, you still want a refund, I will process it immediately for you.  I just want you to make the best decision with all information available.  I will honor and respect your decision either way."

   

  2. I was sent a misleading screenshot and a statement (also in the attached email exchange) that the package was imminently arriving. To date, the package has still not entered **** systems.

   

  3. Since this complaint was submitted, the seller forwarded me documentation that they had believed confirmed the delivery of the product. Upon reviewing the documentation, it clearly stated the following:

  "We regret to inform you that we were unable to locate any delivery information in our records for your item."

   

  When I submitted this BBB complaint, I felt as though this online storefront was a scam. After numerous exchanges, I'm now convinced the seller is experiencing growing pains in starting a business. Regardless, an order was made, the order was never received, and I have not received a refund.

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

  Business response

  06/16/2022

  This is getting a bit ridiculous.  Yes, we are a new small business trying to grow to serve a growing worldwide community of modern yogis that love yoga and/or meditation.  

  We sold **** a meditation chair.  He was not happy with delivery times.  My supplier was not forthcoming with information after delaying shipment.  He requested a refund.  I could not cancel the order with the supplier because it already shipped, but he DID receive a refund in his chargeback.  He got his money back, and his transaction was reversed.  I did not receive his funds, and his money was returned back in his account.  He can have the chair when it arrives. I honestly do not care anymore. This is confusingly dragging out longer than it needs to when he already got his money back. 

  There was a problem with shipping and he got every cent of his money back.  Why are we still doing this again? 

  I have a lot of happy customers that love our Yogi Shop.  If you did not have a good experience, simply do not order from us again.  It's really that simple.  Why are we still going back and forth?  I tried to help with limited information and resources that were available to me.  The customer got his money back.  Can we move on now?  

  Customer response

  06/17/2022

   
  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. ↩