Complaints

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a spin mop with bucket set that I paid over $50 for. When it arrived it had 2 of the pieces partially assembled incorrectly so I reached out by email informing them with pictures to explain. All I got in return was “we don’t send used items “ but I had originally just asked for that particular piece to be replaced with no luck. Again I reached out asking for a return shipping label so I could return it since he wasn’t going to replace that piece or pieces with no luck but they had no problem taking my money as soon as I placed the order and waited almost 2 weeks to receive something used.

  Business response

  04/10/2023

  Hi ******,
  
  This is **** I spoke with you on the phone last week. I’m so sorry for the last response. I’ve been extremely busy at work. I am sending you several snapshots attached below that show that we actually reached out to *** several times to fix the issue. We asked her for pictures for reference to help address the issue and she refused to cooperate and was very aggressive. She claims that we sent her a used product but then refused to provide the pictures we asked to provide proof. She also claims that the mop was already assembled which couldn’t be true otherwise it wouldn’t fit in the box. I **** Tovar the business owner personally called *** twice and left messages and never received a call back. *** was so unreasonable that we ended up refunding her before we actually received the product in return. The pictures below will show and prove our repeated attempts to try and resolve the issue. You will also see that WE REFUNDED *** on the same day that all of this happened which was on MARCH 24th. We provided the return address and she ghosted us and never replied or returned the product back. This is not right!
  You will see below that we first had contact on MARCH 20th. She complained on the BBB website the following day on MARCH 21st. This is not fair! We take a lot of pride in our customer service and now this review is going to be on the BBB website and it’s not even true. I hope this is enough to remove the unjust review. If not can you please post this entire email with pictures as my reply to her review.
  
  Thank you

*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. ↩