Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order with Dedcool on December 30th 2024, the order arrived damaged so they claimed they were going to reship the item. On January 7, 2025 the shipping label had been created. I emailed Dedcool on 1/8, 1/9, 1/10, 1/11, 1/12, 1/13, 1/14, 1/15, 1/16 1/17 I explained my frustration because at this point it had been 10 days and the package had still not been shipped. I kept getting an automated message from Dedcool which was created from AI and kept repeating themselves on each email. 1/18, 1/19 I told Dedcool I just wanted my refund because at this point I had been tired of waiting for the package to be shipped out, 1/20 I asked for my refund again 1/21 I asked for my refund 1/22 they said they could not refund me because they sent out the order even though I had ASKED for my REFUND BEFORE the item was shipped because I had been frustrated of waiting and there being NO movement on my package. On 1/22 they said it was delivered but it was not. I just want my refund. I spent over 300 and I am not going to give away money to a company who hasnt sent anything and refuses to help. My previos assigned complaint was ******** It said it was closed because I apparently had not responded to the complaint but I did. I want to reopen this because I dont think its fair for a company to get away with this. I want my refund I never recieved my goods

• Initial Complaint

  12/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on November 18 and I still have not received it. I've tried to cancel my order with no avail. They keep telling me it will ship shortly. As of this week, they said it would ship by the end of the week, but it still hasn't. I am not the only one with this issue as there are other customers on their Instagram having the same problem. I have attached email correspondence with them and prood of my purchase and the amount.

  Business response

  12/21/2022

  Due to the extremely high volume of orders we had during Black Friday, we experienced delays as we are a small and mighty team. We make **************** in house; we manufacture, fill, label, box, and ship all orders. As this takes time, we greatly appreciate the patience of our customers. Our team works as quickly as they can to fulfill orders in a timely manner. Typically we process and ship orders within 2 business days. We communicated with our customers to inform them of a longer than average processing time through a wide spread email. On top of the delays we had, **** is understaffed and delayed as well. It is very normal during the holiday season. Even when orders left our facility, there has been a delay in tracking updates, which we also let the customers know in case their package is not scanned until day of delivery. After an order has been processed through our system and in the shipping process, there is no way for us to cancel an order. We communicate with our customer(s) every step of the way and answer their questions on tracking update to the best of our ability. The order has been delivered as of now.

*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. ↩