Complaints

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an air purifier in October 2021 but some parts were missing when it was delivered. I tried contacting the company severally to have them ship the missing part, I only received one email back asking for more information regarding the the order which I promptly responded to but stopped hearing back and still was not sent the missing part. Eventually got tired of waiting and purchased another brand and asked for a refund instead but they responded that it's past the 60day return policy to which I replied that the order is yet to be completed so the 60day is yet to start in this case.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/11) */ Contact Name and Title: Christeen Manager Contact Phone: XXXXXXXXXX Contact Email: **********@airoasis.com Hi **********, thank you for voicing your concern. Per our records, our representative asked for your address to send the missing component and we did not hear back from you. I have attached the full correspondance between Air Oasis and you in this case. Our refund policy allows for a refund within the first 60-days of your purchase. Your order was in October of 2021 and it is now April of 2022. Due to the age of your order, it no longer qualifies for a refund as it is outside of the first 60-days from the initial purchase. We are still happy to send you the component you need and our representatives are ready and available for any questions you may have regarding our products and policies. We are available at *******@airoasis.com. I have also included my personal contact informaiton should you prefer to contact me directly. We hope to hear from you soon. Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information provided is false. Please see the their attachment. The response they are referring to in that attachment is the only one I received out of the multiple requests I sent. I also referenced this response in my original complaint. It does not ask me for my address but the order number and I promptly responded to that email the same day but did not get a response back from the company. Which is typical of them at this point. Saying one thing when your proof says another goes to show the lack on integrity in this organization. Which is also why my response to their one inquiry was conveniently left out. Business Response /* (4000, 10, 2022/04/13) */ **********, Air Oasis understands your concerns. We can assure you that no other response was received within your case. If we had received it, you would have been offered further information regarding the missing screws as our standard is to respond to all inquiries within one business day. Our hours of operation are Monday - Thursday 8am - 5pm CST. If you could provide me with all coorespondance you've tried to make since submitting your case, I'd be happy to look further into the matter so we can understand why we did not receive any further information from you. We cannot refund your order, but if you'd like to receive an in-store credit for the full amount you paid on your order, we are happy to do so. The credit will not expire and can be used towards any product on our site such as replacement filters and bulbs for your iAdaptAir. Please feel free to contact us anytime with your inquires or feel free to contact me directly at **********@airoasis.com. Sincerely, Consumer Response /* (2000, 12, 2022/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the in-store credit for the full amount paid for the order provided the missing parts are mailed to me as well. Thank you.

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