ComplaintsforTwo Way Radio Center

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 3rd, 2024, I ordered ** ******** ******* radios from this website. Order ******  This website advertises radios that are not currently in stock and does not respond to their email as I've requested a refund of $658.00, in which I paid, several months ago & still have no received these radios. If items will not be in stock for that long, they need to not advertise products for sale if they will not receive the item, package & ship it within a timely manner; 5 plus months, unacceptable. I am requesting a refund for the exact amount of $658.00 as I have not received these items and found a much more reliable source to order from.

  

  Business response

  08/16/2024

  The customer reached out to us on 8/15/2024 to advise he never received his order.  While we are unable to confirm he didn't receive the product because of the amount of time that passed, he was issue a full refund. We have 11 people answering the phones from 8 AM to 5 PM EST Weekdays.  I don't know why he wasn't able to reach anyone but do not have any emails or voicemails to confirm his story. 

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

  I simply would like proof of refund because I cannot seem to find where I was refunded for this charge.

  
  Regards,
  
  ****** *******

  

  Business response

  08/19/2024

  Your order was refunded as soon as you requested.  Please consider removing the complaint once you've confirmed the refund.  

  Customer response

  08/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased two-way radio walkie talkies for our business and have received the equipment. Firstly, as soon as I realized I paid in USD, I wanted to cancel my purchase however upon speaking to the company, and was told cancellation would be sent off via email. We did not received any confirmation but but only received a verbal confirmation that the order was cancelled and will not be charged. A few weeks later, I received an email notifying that the order was shipped. Upon inquiring, I found out that the order was shipped and could no longer be cancelled. The company realized it was a mistake at their end so they were willing to refund us the money once they had received the equipment back in proper condition. Once we received the equipment, We wanted to keep the product at their proposed half price which was given to us over the phone. When we opened the package, the equipment did not work for our needs, we returned the equipment in the same condition. Please note, that the package may have been opened as we wanted to try the equipment. We shipped the equipment back and as per the employee's agreement expecting our money back. Email enclosed. Upon inquiring about the refund, the employee sends us the email stating that they cannot refund us a total of $430 USD as it was not in proper condition, and they cannot accept used equipment. Please note that we've only had one day with the equipment and may only have tested for less than 15 mins. We soon realized that it would not work for our business needs. We packed the equipment and sent the package as per their instructions. Currently, they have received the equipment, and are not willing to refund our money and now would not respond to our emails. Please help me get a resolution as the equipment is in perfect condition which I believe will be sold again.

  

  Business response

  08/30/2022

  We have no record of the customer calling us to cancel the order prior to shipping.  We offer refunds for orders returned unused within 30 days of purchase.  Customer states weeks went by.  Product was ordered on Friday June 24th and shipped on Monday June 27th.  We are closed on weekends.  We didn't make an issue of this with the customer.  Advised that they can return the radios but it would be expensive because they are in Canada.  They asked us to recall which we couldn't do because it was an international package.  We offered them a 50% refund to keep the product or a 100% refund if it was returned new.  Customer told us they would keep it.  They then advised they would return it unopened on July 7th.  We advised we would inspect on arrival and issue a refund.  

  Product was returned used.  Product includes headsets which are worn inside the ear and can't be shared between users for hygienic reasons.  Product had been removed from the packaging with some packaging missing and some damaged.  Product can't be resold as new because it is no longer new.  Our return policy states used equipment will be subject to restocking fees.  It  states the following:  Items which are returned opened or used may incur a Restocking Fee up to 50% of the original purchase price if returned within 30 days.  Returns missing components will be refused.  Headsets and earpieces may not be returned once opened for a refund due to the hygienic nature of these products.  Defective headsets and earpieces will be replaced under warranty when appropriate.    

  Our return policy is clearly stated on our website and is easy to find.  https://www.twowayradiocenter.com/shipping-returns/

   

  We issued a 50% return for product and believe that is fair considering the condition of the equipment when it was received back.  

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