Complaints

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a phone through this company. Received it and it has already been pre handled/opened used. Contacted the company with issues I was having and the phone not responding as it should. Company proceeded to tell me they take pics before shipping and the phone comes new from Inrico warehouse. Never provided me with pics or let me provide evidence of how the product arrived. The phone keeps shutting off freezing and doesn't work to make any calls. I then reached out to the company to return it and they have been refusing. Have been of no help no have offered solutions. I spend a great amount of money after looking into i lt for months thinking it was going to be a good option for me but it has all gone horribly wrong and yet no help. I just want to return the item and get a refund. I received it by mail yesterday 03/26/2024 and today is 03/27/2024. The company demands the item to be in returned in new conditions but that's the whole reason I contacted the company first the item was sent in used condition with 2 calls already on the history of the phone. Had to reboot the phone to be able to get it to unfreeze. That's when I got the initial set up options as before it has been used. The charging accessory had just been pushed in the box as well. We are trying to get this resolved. I first requested the company to send me a new unit one that hasn't been quote "molested" yet and the refuse it was a used unit. I just want my money back and send the product back.

  Business response

  03/27/2024

  Mr. *******, Has withhold details of the transaction. 

  1. Order was received through our online ecommerce site on 3/23/2024 7:40am. 

  2. WE had not ever done business or spoken with Mr. ******* before he placed his order. 

  3. Orders through our e-commerce site require the purchaser to agree to purchase terms before they are allowed to make the purchase. Mr. ******* agreed to the terms he has provided a screen shot of already. 

  4. Mr. ******* sent an email on 3/26/2024 at 7:06pm (screenshot attached) stating there were issues with his order and demanding we send him replacement packaging. 

  5. We sent a return email on 3/26/2024 at 7:20pm stating our assessment on his assertions

  6. Mr. ******* sent an email on 3/27/2024 at 9:34 am stating he wanted a refund. 

  7. We sent a return email on 3/27/2024 at 9:42am stating what his options were and approved an RMA if he wants to return the equipment per the terms of the original agreement. 

  8. We received an email from BBB on 3/27/2024 at 12:58pm (this complaint) 

  9. We have attempted several times since yesterday to call and discuss this issue directly with Mr. *******. He has never answered the phone and or responded to the voicemails. 

  10. We have verified through our records the equipment left our facility in new and unused condition before being sent to Mr. *******. 

  11. We believe Mr. ******* is attempting to scam our company out the the equipment and using the threat of a BBB complaint to get us to refund his money while he keeps the equipment. 

*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. ↩