Complaints

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #***** Order placed on Nov 15, 2023 for 3 "****** ****** ******* ********** Humidifier Pads". They charged my credit card the same time I placed the order for $125.43. On Nov 20, 2023 I asked for an update on shipping via their support chat and they told processing time is 3-5 business days. On Nov 24, 2023 I followed up via support chate and they sent me an email response on Nov 25, 2023 saying that they are checking with the warehouse on the status and will get back to me. On Dec 1, 2023 I followed up again via support chat. They are now telling me that the product I ordered is obsolete and no longer offered anymore and are asking me if I would like the cheaper replacement filter instead. The problem is that this replacement filter does not fit my Humidifier model so I want a refund instead. After I asked for a refund via email and support chat, they have stopped responding. I want them to cancel my order and return my money because they mislead me on the original product that I had ordered. They then tried to get me to swap it with a cheaper product instead that doesnt fit my Humidifier model at all.

  Business response

  03/12/2023

  Hi ****,

  Thank you for letting us know - we're truly sorry we let you down.

  The manufacturer making this product obsolete has caused some inventory issues at the warehouse level, and our customer service team should have made you aware right away. Our team attempted to find a replacement, but unfortunately it didn't meet your needs and we were slow to communicate with you. My sincere apologies. 

  Our system shows that a refund has been issued. You should see this refund on your credit card statement within 7 business days.

  Once again, my apologies for the inconvenience that we have caused. We’re taking steps to improve our customer service in order to better serve cusomers like you. 

  As a goodwill gesture, we would like to offer you a 10% discount on your next purchase with us -  all you have to do is use discount code *********** at checkout. We hope you'll give us another try!

  Sincerely,

  Jay V. - Owner & Founder of Purefilters

   

  Customer response

  04/12/2023

  
  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. ↩