Complaints

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and **** Projector and Mobile **** Cable Connector/Adaptor from PortoProjector on October 15, 2022 for the sum of $99.94. I received my order on October 26th. The projector was advertised to be able to play movies from streaming apps such as ******** I tired out my projector shortly after to learn that the **** cable DID NOT support ******* nor Hulu, HBO *** or Showtime. When my partner called the company the woman mentioned that sometimes the hdmi cable does not work with streaming services. They refused my return because I had opened the box and offered me a 15% refund. I feel as a consumer I was mislead by the products claims. I bought the projector to have fun movie nights with my partner, instead I'm stuck with a product that does not work as described.

  Customer response

  11/14/2022

  MY NAME: ***********************
  
  COMPANY NAME: PORTOPROJECTOR
  
  COMPANY CONTACT: support@theportoprojector
  ******************************************
  
  They DO not provide an address! Suspicious?
  
  COMPLAINT: Listed in thr original submission
  
  DESIRED RESOLUTION: REFUND
  
  
  

  Business response

  03/21/2023

  
  Hello, we at Porto Projector are a projector company. Our projector projects videos and images as per the settings. ******** hulu, ******** all have restrictions and copyright licenses and these are what prohibit the use of the projector for these services, not the projector itself. As such, the issue is with the streaming service.
  
  If the customer wishes, they can connect their laptop computer to the projector to bypass these restrictions (as opposed to phone or tablet).

  Customer response

  03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no warning on your website that the streaming apps may not work, only the upsell for an hdmi cable, which I purchased. Yes, your projector works, but you are advertising it as compatible with streaming apps. I would like a refund.
  See Attachment/File: B9F04BCC-ADF2-4BB5-97DF-172807CC43F3.jpeg

  Business response

  04/21/2023

  Dear BBB,
  
  Thank you for forwarding the complaint from *********************** regarding their refund request for an item that has been used. As a team at Porto Projector, we appreciate the opportunity to respond to this issue.
  
  We understand that the customer has requested a full refund for an item that has been used, and unfortunately, our refund policy only allows refunds for unopened orders. However, we have already offered a gesture of goodwill by providing a partial refund of 15% of the total cost of their order, which the customer has accepted. We have attached a file of our correspondence with the customer accepting this offer.
  
  We would like to emphasize that our refund policy is designed to ensure fairness to all of our customers and to maintain the quality of our products. We believe that our policy is in line with industry standards and provides clear guidelines for our customers regarding refunds and returns.
  
  We appreciate the opportunity to work with the customer to find a solution to this issue, and we remain committed to providing high-quality products and services to our customers. If there are any further questions or concerns, please do not hesitate to contact us, and we will do our best to assist.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  [Porto Projector Team]

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a projector from Porto Projector. When ordering, I ensured that the projector would play from streaming apps like Netflix, HBO, and Amazon Prime. Porto Projector's website represented that their products could play content from these services. When I received the projector and tried to stream content, I got error messages from all of my apps (Netflix, HBO, Prime, Apple TV). I reached out to Porto Projector to ask for help. They told me for the first time, directly contradicting their website, that I could not stream from these apps. I then requested a refund because the product did not function as advertised, and Porto Projector told me that I was ineligible for a refund because I opened the product. However, I could not have discovered that they misrepresented the product's functions without opening the product. When I explained that them, they apologized for the issue but insisted that despite the misrepresentations, they could not refund me. I was mislead into spending nearly $100 for a product that does not work as promised and Porto Projector is refusing to refund me.

  Business response

  01/06/2023

  Business Response /* (1000, 9, 2022/10/24) */ Hello, we at Porto Projector are a projector company. Our projector projects videos and images as per the settings. Netflix, hulu, disney+, all have restrictions and copyright licenses and these are what prohibit the use of the projector for these services, not the projector itself. As such, the issue is with the streaming service. If the customer wishes, they can connect their laptop computer to the projector to bypass these restrictions (as opposed to phone or tablet). Consumer Response /* (3000, 11, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I demonstrated with the screenshots of PortoProjector's website that I included, the business actively advertises itself as compatible with Netflix, Disney+, and other streaming services. Thus, though they may be just "a projector company," they mislead me into thinking that their projector worked for the exact purpose I was looking for: to stream from other services. I did try to stream from my laptop and encountered the same issues. I made the company aware of this and they persisted in insisting that their product was not at issue. Just this morning, I received a marketing email advertising "Top Halloween Movies to Watch on Netflix" from PortoProjector (attached). This advertising is misleading and induced me to buy the product without offering me an opportunity to return it once I discovered that it did not work as advertised. Business Response /* (4000, 13, 2022/11/02) */ We have instructional videos we are glad to share with the customer, but Porto Projector is capable of streaming certain services from a PC or Laptop computer, including Netflix. I hate to create more work for the customer, but if the customer can send a video of the projector properly connected to their computer and proof that Netflix does not work, we can verify the quality issue raised by the customer and discuss the potential of a return. Consumer Response /* (4200, 15, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already walked through troubleshooting steps with your customer service representative (emails included in my original complaint) and their solution was that I purchase additional equipment to try to solve the problem. I am not interested in spending my time to go through the steps again to reach the same conclusion; I've already spent several hours trying to resolve this.

*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. ↩