Complaints

• Initial Complaint

  03/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 1/25/23 we received a fan from Winter Cocoon. The fan was under a money back guarantee if it didnt meet our expectations. It definitely didnt so we contacted the company for instructions on returning it. *****, from Winter Cocoon told us to ship it back to *********** at ************************* in *******,**, and provide ***** with the tracking number.On 2/10/23 the fan was shipped back via ***** According to the ***** the package was out for delivery on 2/13/23. It has been awaiting delivery scan since 2/14/23. On 2/25/23 I filed a service request with the ***** Today I learned the package had been delivered to *********** prior to 2/25/23. **** has turned this matter over to their Consumers Affair Office.I am filing this complaint because I have had no response from Winter Cocoon since 2/10/23. Ive sent a number of emails and still no reply. Bottom line I want them to honor their money back guarantee.

  Business response

  03/10/2023

  Hello,

  The customer has already been refunded for the full amount. We acknowledge that this was performed later than promised but due to a glitch in the warehouse system it did not show as having been received and they were waiting for the final delivery scan as you can see from the attached file.

  Best regards

  WinterCocoon

  Customer response

  03/10/2023

   
  Complaint: 19581473
  
  I am rejecting this response because:  The businesss reply that they had already refunded my money is incorrect. I received an email from the business today saying they had just refunded my money. It has not hit my account yet. Once the refund hits my bank account, the issue will be resolved.
  
  Sincerely,
  
  *****************************

  Customer response

  03/14/2023

  I have received confirmation from my bank that the refund has been received and deposited.  This issue is now resolved.  You can close the complaint.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 17, 2022 I ordered 2 4 Blade Cocoon Fans on their website for a total price of $137.84. Order # US32049. I received the items. I gave them as a Christmas gift to my son. I had also purchased a stove thermometer. When my son put them on his wood stove -- 1 fan worked. 1 fan worked for about an hour and stopped. On Dec 27, 2022 I sent an email to *********************************** Response was: they want to know what type stove, the temperature range of the stove. They requested a video. So I sent them a video showing the working fan - the thermometer - and the non-working fan. All in a row in the same stove. The temp of the stove was hot enough to make them work but not to hot to damage them. Their response to this video was "...IF the temp of the stove was correct" - it was their thermometer that was used and 1 fan was working....so how could the temp of the stove have anything to do with it. They wanted us to take the back off the fan and send them a picture of what it looked like in side. They said they would send a free replacement kit with motor and thermoelectric cooler for us to fix it. All we had to do was watch a ******* video. I told them no. We are not fixing our own brand new product. We are already jumping thru hoops as it is. A decent company would replace the item or send a refund. So, we did take the back cover off and I did send them 2 pictures. Their response to this was: We could have you send it to our warehouse for repair.....but with the price of postage....we want to send you a repair kit for you to fix. It is real easy. Just watch a ******* video. I again said absolutley not. This is a brand new product not even a month old. Why should we fix a brand new product. And I asked whats to say we did that and it still does not work - they would say, oh well, thats your problem, you did something wrong. That was on Jan 8 2023. I have not heard back from them at all.

  Business response

  01/31/2023

  Hello BBB

  Yes the customer is correct in what she is saying. However, our company policy is to first ask the customer the type of stove and temperature the stove may have been at before we decide on what action should be taken. The customer confirmed that this fan was running for about an hour and then stopped, which could indicate that the fan overheated and possibly damaged the motor and/or thermoelectric cooler. 
  However, I missed her last message where she questioned if the replacement kit did not fix the problem, we would say well this is your problem you must have done something wrong. and that is why I did not answer that message. If this were the case we would of course either refund the money or send a replacement free of charge.
  Customers that experienced the same problem with the Cocoon fan and have been sent a replacement kit come back to us and tell us that the replacement kit fixed the problem and that it was very easy to install here...

  we apologize and we will proceed to a full refund.

  Regards

  WinterCocoon

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought three fans and one quit working within 60 days. Their website states 2 year warranty but they wont do anything about it. Now they state 30 day warranty even though 2 year warranty is stated in three different sections of their website. I just want a replacement fan sent out.

  Business response

  01/12/2023

  customer was sent a replacement kit on 2022-12-10 with the tracking number 9400111206207594992306 and it shows that this was delivered on 2022-12-17 and customer support has not heard from the customer since.

  I would like to say that the communication with this specific customer was not easy.

   

*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. ↩