Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased and zero charger cable , I then emailed them their response was a cable for $15.99 I said ok , then the said they dont have when really I only need the specs so I can buy one on Amazon and they would not even help me out so , SERVICES REALLY TERRIBLE!!!!

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/29/2022, I purchased some merchandise for someone else as a gift from their website. On 10/5/2022, I initiated an online return of the items; they were not opened or used in any way; I had received them the day prior. On 10/13/2022, I was given a return merchandise store credit for $171.76. I was advised that I could not get a refund, only a store credit, even though I had never shopped with them before, and I would not be shopping with them again (their products are not my cup of tea). Here we are 1.5 years later, and they still have my $171.76, which I will never use. I called their customer service number on 3/27/2024 and spoke to ***** (he was nice, no complaints about him); he advised me that I could have gotten a refund of my money, but now that it has been so long, they cannot make that exception. I advised ***** that I was not told I could get a refund; I was only informed of store credit any time I made contact, and that if I had known a refund was possible, I would have contacted them way sooner. I feel that this company has my money, and I have no merchandise from them, and that is not good customer service. I paid $220.77 for the items, but after the disposal fee and additional return costs (which I agreed upon), I am owed $171.76, and I want a refund of this, not store credit.

  Business response

  04/11/2024

  Upon reviewing your case, we found that your order was placed on 09/29/2022, and in accordance with our return policy, a store credit of $171.76 was issued to you on 10/13/2022. It's important to note that no communication from your end was received regarding a refund between the issuance of the store credit and 03/27/2024.
  We understand your desire for a refund; however, due to Credit Card processing limitations, issuing a refund after such a significant time period is not feasible. Additionally, you mentioned your intention to file a chargeback with your bank to retrieve the funds. In such cases, it is our policy at XR, LLC to cease direct communication with the customer and instead work directly with their financial institution. We regret any misunderstanding or inconvenience this situation may have caused. Please understand that our policies are in place to ensure fair and consistent treatment of all our customers.

  Customer response

  04/11/2024

  I made contact twice, right after receiving the refund email and I was told it was store credit only and could not get a refund, then again on 3/27/24. The initial contact I was assured there was no refund option, only store credit. Why would I continue to contact you if there was no refund option? I decided to try again after sifting through my emails and the store credit email was still in my inbox. I am unable to do a chargeback because of the timely filing limits and that card has since been closed. That doesnt extinguish the **** that you have my money and I have nothing. I want my refund and I do not want a store credit. I have also requested this in writing to your company, mailed out last week. 

  Business response

  04/18/2024

  Our records indicate that store credit was issued to you on October 5, 2022. There was no correspondence from your end between that date and March 27, 2024.
  
  Due to the elapsed time and credit card processing limitations, we are unable to process a refund to the original form of payment.
  
  It's important to note that clear return policies, which we have outlined on our website, play a crucial role in customer transactions. Local laws and regulations can also impact chargeback time limits, further emphasizing the importance of clarity in return policies and filing a chargeback within the timeframes outlined by your financial institution.
  
  For more information on our return policy, please visit ********************************************************************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order online and wanted to cancel the order, which I have every legal right to do. I notified the business within one hour of placing the order.I was told by the business that they can't cancel the order, and have effectively stolen my money from **** believe it is illegal for a business to operate like this. Their website says they are happy to help, but this is false advertising as they don't care at all about their customer satisfaction.

  Business response

  11/02/2023

  I have reviewed the order and email sent to us.  The information provided by the representative that the order could not be canceled was correct, as the package had been processed to ship at the time the email was responded to.  We also indicate on our site that "Once an order has been placed, it usually cannot be canceled or updated. Due to the streamlined nature of our processing, orders are sent immediately to shipping and we are usually unable to retrieve individual packages due to the high volume of orders".  This information is located on the *** portion of our website.  
  
  ***s | General | Frequently Asked Questions for Extreme *** Toys (extremerestraints.com)

  Customer response

  11/03/2023

  I do not think it is legal/correct for a business to force a customer to buy something and steal their money when the customer informs they do not want the product. I am wondering if the BBB can investigate if any illegal business practice is taking place. I do not understand why the so called customer service does not seem to care, and why they have made zero attempts to date to rectify the situation or make things better.

  Business response

  11/08/2023

  I have reviewed the previously submitted complaint and the email history.  Your email was replied to in the order it was received and at time the order was shipped.  Since the order was shipped, we were unable to cancel the order.  According to the tracking details, your order is being processed by customs. Once you receive your order, we will be more than happy to assist you with a return of the order. We advise contacting customer service to receive the return authorization and instructions to do so. 

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I initially contacted them right after my purchase. It told me that it would be delivered in 1-2 days. It didn't arrive until the 3rd day. They told me they would refund the shipping in a email. I did not receive the refund. And then all the items I got were defective. I want a shipping label to return them with. It is not fair to me. I put up with the longer shipping than promised and then got 3 defective items. I want a full refund to my paypal account. I do not want to be refunded to a store credit as I will not purchase from this store until they improve their quality.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  January 19 2023 my credit card was charged ***** for a p**** pump that was not delivered as of today April 1st and I want the my credit card refunded the money as I have ordered a p**** pump from another company.

  Business response

  04/03/2023

  Hello *******,

   

  I have reviewed your order and account. Looks like you had contacted us via chat back on 2/23/2023 reporting to have not received your shipment. We had followed up with you via email with our lost package claim form we needed you to fill out. Unfortunately, we never received it from you.

  If you can please move forward with filling out the claim form and sending it to us so we can further assist you with this issue.

  
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  One of the worse experiences ever. So on 2/13 I place and order for 2 day shipping.which means it should be there on 2/15-2/16.however since it took time over a day to package and ship its now arriving 2/17 which isnt 2 day shipping.I paid extra for a reasonso I could get it before a certain day.. not for these guys to take their sweet time to ship it.and then say we have a policy that orders after 1pm get pushed to the next day sooo even if by your standards you shipping on 2/14 then 2 day shipping still gets it to me by 2/16.thats not 2 day shipping then jerksso scamming people.So its like burning money bc they dont honor it, wont refund me the shipping fee or cancel my order.On top of that they have the WORSE customer service ever.

  Business response

  02/16/2023

  Hello,
  
  Reviewed the correspondence between you and our CS Team. The information provided to you was correct, our shipping cut off time is 1 PM PST. Orders submitted after 1 PM, will be shipped the following business day. This information is stated on our site under ********************** in the following link below:

  *****************************************************************************

  Your order was submitted on 2/13/2023 at 3:06 PM PST. Because of this, your order was processed and shipped on 2/14/2023, which leaves the delivery date as 2/16/2023. I have reviewed the tracking details for your shipment, and according to ***** your package was delivered on time today.

  We understand that you were unaware of our ********************** at the time that you submitted your order. Because you needed your order on a certain date and time, please advise if you will like to return the items or if you will like to keep the purchase, as a one time exception we can honor a credit for the shipping paid. The credit will be in the form of store credit to use towards a future purchase, $24.95. Please let us know which option you will like to move forward with. 

  We look forward to your response.

   

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  11/28/2022 purchased and paid in full, received 12/04/2022. The product wasn't complete according to the picture displayed. Pay back shipping wasn't said or known upfront. I never knew I would have to pay return shipping. I'll never buy from extreme restraints again and will say that that is an incomplete, unusable product. This company has sleezy selling methods. What was in the picture wasn't delivered. extreme restraints is a sham. I want my money back, not store credit. I will agree to return the product with a refund of postage, and refund of what was paid.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a toy order number ****** and it is a adult toy designed to be safe and it broke off inside me and I had to have ambulance and surgery to get it removed. I am seeking monies for my bills incurring this matter. They claim that it may have been used improperly. How can you use something like this improperly. Here is the chat. I spoke with ***** on the phone and then spoke with ****** in chat.

  Business response

  11/08/2022

  Hello ******,

   

  Thank you for bringing this to our attention. I have reviewed your account and see that we have honored a refund for your purchase due to the product being reported defective. Please make note, all of our products are sold as novelties and it is under the customer discretion on how they choose to use them. We are still currently reviewing your claim and will contact you directly to obtain more information.
  

  Customer response

  11/10/2022

  I do not know if I should say no or yes.  They have contacted me but they say they are still working on it.  So it is not all resolved as of yet.  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Placed an order August 1, 2022. Never received notice item was shipped.. When I contacted them looking for item near end of month they said it was shipped back to them since some fees weren't paid. They said I could get my money back but they are still giving me the runaround and saying after almost 2 months they still don't have the items back and now they'll only give me store credit. They have been rude in emails. And when you try to call their is no number you can call unless you want to place an order. Why would I want store credit when I spent around $200 and never received my items or decent customer service.

*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. ↩