Complaints

• Initial Complaint

  05/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bought 12 replacement misting nozzles from this company and hand tightened them on the fans and three of them snapped off, nine were fine. Would not replace or refund me for the three at all. Instead blamed me for them snapping off. Mind you I bought an entire system from them, a complete initial set of nozzles, a second set for larger flow and then some replacements. Been a customer for years. Rude guy named Christian was the person in charge of customer service. Terrible quality products. Advertised as stainless steel and weren't stainless steel. They were some kind of brass or soft metal. They snapped right away. False advertising on their products.

  Business response

  06/18/2024

  Dear Dispute Resolution Team,
  
  I'd like to share more information regarding the case in question.
  The customer contacted us because the threaded portion on 3 of his 12 nozzles had snapped off. He sent us pictures, and it was evident that the customer had used an abrasive tool to tighten the nozzles, even though they are meant to be hand-tightened only. Due to the abrasions on the nozzle's grip surface, and the direction of those abrasions, there is no doubt the nozzles were overtightened by a tool resulting in the damage. Please see the attached pictures.
  
  We take great care in quality control for all our products, including individual fitment and pressure testing. We can say with certainty the nozzles in question were not defective or of poor quality. 
  
  We attempted to resolve the issue by first educating the customer on the proper tightening of the nozzles. Then we offered to send replacement nozzles at no cost for the part, but the customer declined to pay for shipping. As an act of goodwill, we are also willing to credit the customer for the 3 nozzles in question ($12), pending the outcome of this inquiry.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  Totall false. I used my hand to tighten these nozzles. They are terrible quality nozzles. I’ve bought plenty of nozzles of various sizes from them before and never hard issues at all. These are so cheaply made they snapped off right away. I bought 12 nozzles from them and three snapped off and 9 didn’t so clearly I know how to properly install a nozzle otherwise the nine would have broken too. They wanted me to pay for shipping both ways after I complained. I told them that the shipping back and forth was more than the nozzles themselves and that that didn’t make any kind of financial sense. They did not offer me the refund like they are saying because they needed to “investigate and then make a decision” as to whether or not to refund and only would do so if I paid for the shipping which made no sense since it costs more to ship. Just give me back my money or swap the nozzles is the right thing to do and NOT make the customer pay for the shipping since it’s not their fault. 
  

   

   

  
  Regards,
  
  
   

  
  

  Business response

  06/21/2024

  Again, we are offering to refund the value of the 3 damaged nozzles. It would be unreasonable to request a refund for the whole order since the customer has stated that the other 9 nozzles are working perfectly. We are offering this refund, despite the photographic evidence we provided of obvious physical damage. If the customer will accept this offer, our accounting dept will process the refund promptly. If the customer will not accept a refund for the damaged nozzles, please provide a detailed response of what will satisfy the situation. We look forward to the response.

  Customer response

  06/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

   

  Give me back my money for the three nozzles. 
  
  
  
   

  
  

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