Complaints

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I NEVER RECEIVED THE **** I *****ED. I CALLED THE COMPANY AND THE MAN SAID HE DOES NOT GIVE REFUNDS AND TO CHECK WITH THE DELIVERY COMPANY. I CHECKED THOROUGHLY AND I HAVE A RING CAMERA. THE PACKAGE WAS NEVER DELIVERED TO ME. I HAVE CALLED THIS COMPANY SEVERAL TIMES AND IT GOES STRAIGHT TO A VOICE RECORDING. THE ***** WAS PLACED ON FEBRUARY 20, 2023.LawMate Keychain Voice Recorder with Voice Activation SpyCentre Security ***** #***** 1$103.99 Cost summary DescriptionPrice Subtotal$103.99 Discount KVJI85AI- $10.00 ShippingFree TotalUSD $93.99

  

  Business response

  04/05/2023

  1. We do not have anyone in our company named the man. Our employees answer the phone using the company's name and their name. "Thank you for calling SpyCentre Security in *****; this is *****; how may I help you? "
  
  2. The product in question is eligible for a refund within the first 30 days of purchase.
  
  3. We do not have the customer contact the shipper; we have a shipping department that handles shipping claims directly with ********** and the customer. Since the customer is not the shipper, there is little they can do when speaking to the shipping companies outside of opening a case for a missing package which is not the same as a claim. We will do all this for the customer; we will contact ********** and open a claim; once the claim is completed, we will either ship a new product or refund the order; it just depends on what the customer would like after the claim has been completed. Claims take about ***** hours from start to finish. Our shipping department shows no records of speaking to said client. We also have no shipping claims to date for this customer. All claims that we process for customers are saved in a ****** spreadsheet. I have included images of this showing that the customer is not on our list.
  
  4. The customer opened a credit card dispute with their bank on Tuesday, ***** 28th, at 7:48 am, 38 days after the original order was placed on February 20th. This dispute is still open, and we are contesting it and will not be dropping it since the dispute was for fraud and not for an undelivered package. I have included images of the dispute showing the reason as fraudulent and not as undelivered.
  
  5. We cannot refund anything since the bank returned $93.99 to the customer on March 28th, 2023, @ 8:23 pm. This can be seen when reviewing the customer's order. Images included.
  
  6. All phone calls, chats/emails are saved and backed up for five years. I reviewed our phone system and chat/email system and could not locate any communication from this client. Mind you, even if they leave a message, the phone call and message are still logged and saved through our intermedia phone account. We then have our phone calls forwarded to a Gmail account to allow easy access to review phone calls should the need arise. I have included images of the customer's phone number showing no call records. I also include images showing we have yet to communicate with this client through email, chat or phone.

  Customer response

  04/05/2023

  I am rejecting this response because:   

  THIS AN INCREDIBLY RUDE RESPONSE FROM SPYCENTRE SECURITY.  I HAVE THE ***** CALL LOGGED ON MY ***** TO THIS COMPANY SEVERAL TIMES.

  I WAS NOT GIVEN A PERMANENT REFUND BY MY BANK.  IT IS A "PROVISIONAL CREDIT."  SPYCENTRE IS INDEED A FRAUDULENT COMPANY WHO DOES NOT DELIVER

  WHAT THEY PROMISE.  THIS COMPANY IS ABSOLUTE LIES WHEN THEY SAY THEY "REVIEWED THE ***** SYSTEM AND CHAT/EMAIL SYSTEM AND COULD NOT LOCATE

  ANY COMMUNICATION FROM THIS CLIENT."  TOTAL LIES.  IN FACT, AFTER I SPOKE TO THE VERY RUDE MALE REPRESENTATIVE, MY ***** CALLS WERE NEVER AGAIN

  ACCEPTED BY THIS COMPANY.  (MY SISTER IS REVIEWING OUR TAPE RECORDER.  SHE BELIEVES WE HAVE THE FULL RECORDING OF THAT CONVERSATION ON TAPE).

  IF I DO NOT RECEIVE A PERMANENT REFUND, I WILL BE CALLING ACTION NEWS TO EXPOSE THIS COMPANY.  I WAS FORCED TO OPEN A DISPUTE WITH MY BANK BECAUSE THIS

  COMPANY IS SO NEGLIGENT AND UNRESPONSIVE.  I WILL ALSO BE REVIEWING THIS COMPANY ON AS MANY WEBSITES AS POSSIBLE TO WARN CONSUMERS.

  MESSAGE FROM BUSINESS:
  
  1. We do not have anyone in our company named the man. Our employees answer the phone using the company's name and their name. "Thank you for calling SpyCentre Security in *****; this is *****; how may I help you? "
  
  2. The product in question is eligible for a refund within the first 30 days of purchase.
  
  3. We do not have the customer contact the shipper; we have a shipping department that handles shipping claims directly with ********** and the customer. Since the customer is not the shipper, there is little they can do when speaking to the shipping companies outside of opening a case for a missing package which is not the same as a claim. We will do all this for the customer; we will contact ********** and open a claim; once the claim is completed, we will either ship a new product or refund the order; it just depends on what the customer would like after the claim has been completed. Claims take about ***** hours from start to finish. Our shipping department shows no records of speaking to said client. We also have no shipping claims to date for this customer. All claims that we process for customers are saved in a ****** spreadsheet. I have included images of this showing that the customer is not on our list.
  
  4. The customer opened a credit card dispute with their bank on Tuesday, ***** 28th, at 7:48 am, 38 days after the original order was placed on February 20th. This dispute is still open, and we are contesting it and will not be dropping it since the dispute was for fraud and not for an undelivered package. I have included images of the dispute showing the reason as fraudulent and not as undelivered.
  
  5. We cannot refund anything since the bank returned $93.99 to the customer on March 28th, 2023, @ 8:23 pm. This can be seen when reviewing the customer's order. Images included.
  
  6. All phone calls, chats/emails are saved and backed up for five years. I reviewed our phone system and chat/email system and could not locate any communication from this client. Mind you, even if they leave a message, the phone call and message are still logged and saved through our intermedia phone account. We then have our phone calls forwarded to a Gmail account to allow easy access to review phone calls should the need arise. I have included images of the customer's phone number showing no call records. I also include images showing we have yet to communicate with this client through email, chat or phone.

  

  Business response

  04/12/2023

  Our accounting department has dropped the dispute with the bank in reference to order *********************************** order ***** as of 4-12-2023. This will release the $93.99 back to the customer permanently.

  

  Business response

  04/12/2023

  Our accounting department has dropped the dispute with the bank in reference to order *********************************** order ***** as of 4-12-2023. This will release the $93.99 back to the customer permanently.

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