ComplaintsforBedJet LLC

• Initial Complaint

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company employs deceptive and unethical marketing practices. Bait and switch offers for discounts to drive traffic to their website through marketing emails should be illegal. Regardless of the quality of the product the malignant corporate behavior will preclude me from ever doing business with this company.

  

  Business response

  02/28/2024

  Thank you for sharing your feedback!

  We are sorry if you misread or were confused about the information in our marketing emails regarding current promotions or discounts being offered. We do clearly state in all marketing materials including our website, emails, and advertisements which products the promos or discounts can be applied to. Bait and switch would imply we are offering something in our marketing which we are then refusing to honor which is never the case when we are offering a promotion. Additionally in our on-site pop-*** we do outline the products which discounts can be used on prior to entering any contact information.

  Please reach out to our team if you have any additional comments, questions, or concerns.

  -***, ************* Manager

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a new BedJet. They have a 60 day no hassle policy. I recieved the BedJet. It was scratched and chipped with a broken remote. I contact the customer support immediately: They told me it was absolutely a mistake by their team. They offered to replace the product. I told them via phone to wait and let me try it out for a night first so I could avoid shipping twice, if I decided to return the item altogether. I tried it. It worked. But I decided I did not need the item. When they recieved the return they claimed I attempted to give them an outdated item. The only item I returned is the only item I recieved. I had never owned or seen the product in my life other than before the moment I opened the box and discovered it was chipped and scratched. They claimed it was impossible that they could have ever sent me such an outdated item. And yet, thats exactly what happened. They also claimed customers have a history of attempting to pull this scam. I explained the issue multiple times via phone call, email, and via online message and they outright refused to believe me. They messed up because they did not inspect the item when they sent it to me, but theyre claiming no responsibility for their error. Now Im stuck with nothing, and short the money I spent for the product.

  

  Business response

  01/16/2024

  This is ***********************, ************* Manager at ******************** who personally spoke with this individual by phone and email.
  This BedJet unit was ordered and shipped in December from our ************ HQ location where I am personally located. The unit was confirmed to have been inspected and packaged by our team in ** prior to shipment to the customer as with all ******************** shipments being sent from our main ** location. These shipments are packaged in boxes from a different supplier than those which originate from our other warehouse locations, which indicates the unit was in fact inspected by our team. Each BedJet unit has a serial number sticker on the bottom of the unit which indicates the date of manufacturing, we (BedJet) will automatically fail/dispose of any units which have a manufacturing date of 18 months or older when inspected by our team. The unit the customer states was received this December and subsequently returned to us had a serial number indicating manufacturing in April of 2019, almost 5 years old at the date of shipment of the order.
  It is simply impossible for a BedJet unit this old to be shipped by our team with our thorough review process considering the unit was repackaged/inspected prior to shipment. Additionally, this particular serial number lot would have been part of our first manufacturing lot of BedJet model 3 units mainly shipped to our Kickstarter/pre-order customers in early 2019. The only way this BedJet would have come into this individuals possession would have been from ordering this BedJet at an earlier date likely in 2019 and attempting to return as a newly purchased BedJet at the current time or purchasing via third party as a used unit. Even in the case this was returned and repackaged as a refurbished BedJet unit it would have been in a separate inventory lot from our NEW units and disposed of after 18 months if not shipped. The customer did provide photos initially of a damaged remote which we stated we were happy to replace though this was refused by the customer. The ******************** unit returned to us also had a damaged power cord which was taped with black electrical tape which the customer never stated to us in email indicating this information was likely withheld, this alone would have been cause for disposal by our team in the case this was a prior return.
  We (BedJet) have had similar situations of individuals attempting to return older units in this manner which have all been confirmed to be invalid and attempting to scam our company. BedJet is a small company with a team of only 4-5 individuals who inspect units during shipment whom we are able to speak directly with and confirm this information, a thorough 20+ step checklist is followed when reviewing any BedJet unit which passes through our location. We are always happy to admit when we have made an error though in this case we can assure this is not what occurred.

  -***********************, ************* Manager

  Customer response

  01/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  This business has issues with their logistics, their quality control and their customer service. They say they are happy to admit when they make a mistake, but in this case, a mistake has occurred and they refuse to admit any fault. 
  

  I bought the item during the busiest time of year, its only natural that someone failed to inspect the item before it was delivered to me. I paid for a new item. I didnt receive a new item. When I emailed immediately, I was told it was absolutely a mistake on their part via email.
  

  They have no record of BedJet products from their kickstarter days, and theyre blaming me for their mistake. Its flat out wrong. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Christian

   

   

  

  Business response

  01/16/2024

  Thank you. Please refer to the first response by our team.

  Customer response

  01/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Christian

   

   

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed on July 13 2023 for a BedJet amounting to $1142.41. When received and used I decided to return as it wasnt for me. Return made on July 25th 2023 with *** (tracking 1Z300V1X6811863735) dropped off package weighing 37 pounds. For 2 weeks I was trying to get a hold of someone at Bedjet and they said they had it and the refund will be processed after the long weekend. I called in again today (Aug 8th 2023) for my refund and the manager *** now says it was only documented that half the machine was returned. After ensuring him the entire package was put back in the box he said sorry we cant verify. So I offered to send him photos of me packing the box (photos are attached in this) and it was dropped at *** right after. They are still claiming **** (who received the package) said only half was in the shipment. *** told me theres nothing I can do theyll only refund me 45% of my purchase. I phoned into *** to verify the weight of the shipment but they have to contact the employee who picked up to see if he can verify. I returned the entirety of the package and I dont appreciate being joked around like this isnt a lot of money! All details were given and proof and they still dont want to do anything. They also said they dont have any camera footage of **** opening up the package (only by what he documents at the end of the shift). What if he made a mistake? What if was opened and taken during transit? There are so many possibilities and I do not want to be responsible for 55% of the refund which is my money! I am contacting everyone I have to to get my money back. A company is able to make mistakes, it happens but I dont appreciate if a company cant work with me and take me for some joke. I want my money back and that is why I am emailing in today. Thank you.

  

  Business response

  08/16/2023

  Thank you for sharing your feedback and experience. 

  To provide further context, this order was placed and shipped on 7/13 and reported by the customer as non-received from the carrier. The order was then resent 7/18 without cost to the customer and received in full. The order was requested to be returned and pre-paid labels were provided to the customer on 7/25 after which only a single package was received and checked in by our team on 7/31. As part of our check in process for returns our receiving team does open packages one at a time and inspects the contents which are then inputted into a tracking system at that time matching the name, RMA number, and expected items on the return details, this is done in real time and not an end of day process. We have confirmed via our check in logs that only a single system was received on this date using the tracking number/label mentioned in the complaint. Although we understand the customers information and concerns, as we have thoroughly reviewed and found only one item included in the return we are only able to provide a refund for the item received.

   

  -***, ************* Manager

  Customer response

  08/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I have read the answer provided by the business and after they have told me this information on the phone I have still confirmed with them that BOTH pieces were sent back in one box. I provided photos of myself packing it in my garage, taping it up and leaving it there until I took it later that day to **** The business has not provided me with any photos or information showing that the receiver (who signed for the box and opened the box) only received one piece. They have no camera footage, no documentation or logs that can prove to me only one piece received. I have also confirmed on the *** box it states 37 pounds. A half of a shipment would not be this heavy. A big company is able to make a mistake, Im sure lots of shipments come in and come out and there is a possibility the employee couldve looked over the wrong order or documented incorrectly. I am still not satisfied with this response and still expect my full refund as I did what was needed from me, provided BOTH pieces in one box shipment. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kara

   

   

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company advertises their best selling product and then states that $50 can be saved by purchasing a refurbished product that has been returned with no issues and thoroughly checked out to be in excellent condition. The main thing it states is just as the other thats not refurbished that it can be returned with no questions asked before 60 days. When we requested a return they stated it was unfortunate that we purchased a refurbished item and it cant be returned I double checked the web site and they are correct. When they are comparing the items they have the typical boxes checked. One of the many comparable items that is checked off in the same row is the item cant be returned. Its a marketing scam that I would think its simply impossible to catch. With it only being discounted 10% it dont make it a bargain by no means. I just hated to see a product thrown away or sit on a shelf forever when its perfectly fine. I thought I was helping on all ends. Like I stated its a marketing scam.

  Customer response

  08/16/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  08/16/2022

  Thank you for writing in and sharing feedback on your experience.

   

  The BedJet 3 refurbished special listed on our website clearly indicates both on the product page as well as in the FAQ's that this is a non-returnable item. Additionally, to ensure there is no confusion regarding this, we do require all customers agree by clicking on a pop-up box that they understand this policy. It is not possible to proceed with adding the item to the cart or finalizing purchase of this item without actively indicating the customer understands and agrees with this information (see attached image). Due to this, we completely disagree with the insinuation that this is somehow a scam as we do give the customer multiple opportunities to change their mind if they do not want to order and item which is unable to be returned. We do provide a completely risk free, 60 day return period with free return shipping and full 100% refunds on our NEW products which we happily stand behind.

  Please let us know if there is additional questions or concerns, we will be happy to address.

   

  -***, ************* Manager

*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. ↩