Complaints

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Inertia Wave on 1/22/2023, order was delivered on 1/30/2023, unfortunately ***** did not follow delivery instructions and placed package inside my gate where my dogs had access and they destroyed the package and it's contents. I emailed Inertia Wave and ***** immediately to file claims. ***** has now informed me that they have paid the claim but Dave P*****, the owner of Inertia Wave ********** ** *** *** *** **** *** *** *** ***** ******** says he will not refund or replace my order. I have texts, lots and lots of hostile texts from Dave P***** stating this, I can send to you if you would like.

  Business response

  02/07/2023

  I am responding to ***** ****** 

   

  Attached you can see the first email received from ***** ******. 

  Attached is a picture of the package delivered. 

  Attached is The claim I made in her behalf

  I responded within 60 minutes. 

  I was more concerned about the DOGS who ate the package delivered on time by ***** our carrier. 

  In order of a chain of events:

  1- I filed a claim to put a trace on the driver. (She responded that I never made claim) Recipient claims (However never proved her statement) There was a sign on the gate noting NOT to throw packages over the gate.

  2- Our company has over 2000 5-STAR reviews, moreover, the majority for exceptional customer service. (I have written journals on service to exceed expectations for the fitness industry) and was inducted into the National Fitness Hall of Fame 2012

  3- ***** leaves a 1-star review on a platform that's about the products, stating how her DOG ate the delivery. (This was her acting prematurely) as we wait for ***** to respond. We all know how long that takes. 

  4- I reached out again, kindly with confusion in my message asked for ***** to DELITE her 1-star review it has no relevance to the products

  5- She refused and claimed she never received a response from me (PLEASE SEE ATTACHED RESPONSE EMAIL WITH DATE & TIME) 

  6- She also made her claim, and texted me stating ***** would connect with me once the claim was processed and the decision was made.  (NO CONNECTION HAS BEEN MADE) I also followed up..So far no word on the claim. 

   

  I have sold over 80,000 units on my website since 2018. I have only 6 returns. My code of ethics is and has always been " EXCEED EXPECTATIONS" With all my due diligence it was extremely difficult to communicate with ***** ******. 

   

  I took the proper steps to communicate, but it's unfortunate dealing with an ACT TO SOON client. This was a first for me. 

*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. ↩