Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased some analytical substances from Nanochemazone in October this year under invoice number **********. However, upon receiving them there was no quality control documentation so we performed our own *** analysis and discovered that the products were of appalling quality. They were not at all as advertised and in our expert's opinion, they were the worst of the kind he had ever seen.We requested an immediate refund from Nanochemazone as they had completely failed in their duty to provide the quality of substance we had asked for however they hid behind their shocking terms and conditions and said they would only send a replacement. We had no faith in their ability to deliver a quality product so declined that offer and again asked for a refund. They ignored our request and then sent a replacement order, however the replacement order was for *** where we had ordered ****. We again requested a refund and again were ignored. They are now no longer responding to any communication

  Business Response

  Date: 11/12/2024

  Dear BBB Team

  
  We are writing in response to the complaint filed by Customer regarding a recent order.

  
  We understand that the customer is seeking a full refund. However, we have already provided a resolution in accordance with our company policies and terms and conditions, which are clearly outlined on our quotes, invoices, and website.Moreover they gave us the time upto ** Dec 2024, still they lodge the complaint before time. 

  
  Specifically, we already sent a replacement order of **************************************************************************************** the event of another rejection. Once the customer confirms acceptance of the replacement, we are prepared to immediately dispatch the full ***-gram order.

  
  Unfortunately, the customer has refused to test the replacement and insists on a full refund, which is not in line with our established return and refund policies. Everytime, when we respond them, they speak very rude and always threaten us. You can check the attached email communication and their tone. 

  
  We believe we have acted in good faith and offered a fair resolution. We are committed to providing excellent customer service and resolving issues efficiently. However, we must adhere to our policies to ensure the sustainability of our business.

  
  We would appreciate it if you could consider this information when reviewing the complaint.

  
  Thank you for your time and attention to this matter.

  
  Sincerely,

  
  

  Customer Answer

  Date: 16/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Regardless of fact that the company is hiding behind its Terms and Conditions, the fact remains that we purchased some apparently research grade, high quality product that had not been tested, and when tested in our facility, manifestly failed to meet any quality standards.  This put the supplier in breach of their terms and conditions and therefore these are null and void.

  The supplier reports that we have been "threatening".  We have not - we have remained civil throughout this sorry saga. We have merely stated what we wish to happen, and what we will do if those wishes aren't met.  They aren't threats, and the fact that the supplier is interpreting them as such indicates that they know that they are wrong and are being defensive.

  Our position remains that Nanochemazone failed in their contractual obligations to delivery a quality product, and subsequently any terms and conditions of that contract are invalid.  Therefore we are insisting on a refund.  

  We still have the *** of products that were shipped without our say so, and these will be returned immediately after we receive our refund, we have not desire to deprive the supplier of their property.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 16/12/2024

  Additional comments.  The supplier complains that we had given them until the 14th of December but had decided to submit this complaint prior to this date.  We had emailed the supplier on the *** of December, the *** of December, the *** of December and they ignored each email.  Leaving us no choice but to open this dispute.

  Customer Answer

  Date: 16/12/2024

  PDF of ignored emails attached.

  Business Response

  Date: 16/12/2024

  Dear *** *.,
  Thank you for assisting us with this matter.
  We have carefully reviewed the clients complaint and have already offered a resolution in accordance with our return policies and terms and conditions. Specifically, we have shipped a replacement product to the client at no additional cost and also covered the expenses for collecting the defective product. Despite our efforts to address their concerns, the client has consistently refused our resolution and insists on a refund.
  From the beginning, the client has shown an unwillingness to consider any solution other than a refund. Whenever we attempt to communicate or explain our position, we receive responses that are not only dismissive of our efforts but also include threatening and defamatory language. As a reputable business, we strive to resolve disputes amicably and in good faith, but the clients behavior has made this increasingly difficult.
  We would like to reiterate that our company policy, which was agreed upon at the time of purchase, does not allow for refunds in such cases. However, as a gesture of goodwill, we have gone above and beyond to provide a replacement for the defective product, which is the resolution outlined in our policies.
  We regret that the client has chosen not to accept this resolution and continues to demand a refund. While we remain committed to cooperating within the framework of our policies, we cannot accommodate a refund request and will not be able to respond further to emails that are solely focused on refund demands.
  We appreciate your understanding and support in addressing this matter, and we are happy to provide any additional information or documentation you may require.
  Thank you for your assistance.
  Best regards,
  

  Customer Answer

  Date: 17/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The company continue to demonstrate a complete lack of understanding of their abject failure in this transaction.  Their comment that "they went above and beyond to replace a defective product" reveals their true character.  If they consider replacing the worst product our minerology expert has seen in ** years as going "above and beyond" that tells you everything you need to know about them. They should have been embarrassed to have supplied such a poor product, instead we got the worst customer service I have ever encountered.  We continue to insist on a full refund, and given that we appear to be at an impasse, sadly our only course of action will be to resort to legal means to get our money back.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 17/12/2024

  Given the obvious impasse that we are in, and the supplier's refusal to accept our request for a refund, we have an offer to settle this dispute.

  We have tested the *** replacements that were sent and the samples were satisfactory.

  If Nanochemazone send a further **** of each product, from the same batch, then we will consider this matter closed.

  Please let us know your thoughts.

  Regards,

  ****

  Business Response

  Date: 23/12/2024

  Dear Mr. ************* you for forwarding Mr. ***** message regarding the ongoing dispute resolution.
  We would like to clarify that the original order was for *** grams of each product. As part of addressing the concern, we had already sent 50 grams of each product as an initial sample for testing. We are pleased to hear that the testing results have been satisfactory.
  To settle the matter, we will now proceed to dispatch the balance of *** grams for each product to complete the original order and close this complaint. As the material is very expensive, we are unable to send any quantity beyond the original order. However, if additional quantities are required, we would be happy to provide a formal quotation with discounted pricing via email.
  Please confirm if this resolution is acceptable to the consumer. Once we receive confirmation, we will process the shipment promptly and schedule the dispatch for January *, 2025, after the holidays.
  We remain committed to ensuring customer satisfaction and resolving this matter amicably. Should you require further clarification,please do not hesitate to reach out.
  Best regards
  
  

• Initial Complaint

  Date:08/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a non-profit school in Virginia. In January we ordered 2 silicon wafers for our science department, invoice number **********, and wired Chemazone $1,250US. In March we received an email from them stating that they'd had a batch failure and would process a refund; we sent them our banking information as they requested. We received no further communication, and calls and emails went unanswered. I was finally able to contact them via ******** in May. They told me that they would credit our account the $1,250. I asked if we could choose a refund instead; I never received an answer to that question, and they are still not answering phone or email and are now also not responding to ********.

  Business Response

  Date: 08/06/2023

  Hi 
  
  Thanks for your message It seems that the customer order silicon wafers from other company *************. That business is not controlled by Biochemazone. Please directly contact the ************* which is a separate business entity. 
  
  Thank you 

  ******* ******

  Customer Answer

  Date: 09/06/2023

  
  
  Complaint: 20160499
  
  
  
  I am rejecting this response because:  For all intents and purposes it seems that Chemazone, BioChemazone, and ************* are the same business.  There are two "Chemazone Inc." businesses listed on the ******* *** website (see *** image attached).  They both list their address as ******** ** ******* ****** **.  I believe I chose the top one when lodging my initial complaint, but don't know what the difference is between the two.  The address listed for ************* ("A Business of Chemazone Inc, Canada") in our correspondence (also attached) is ******** ** ******* ****** **.  It seems that these are all parts of a corporate whole, and may be trying to use this structure to dodge responsibility and create confusion.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 22/06/2023

  
  
  Complaint: 20160499
  
  
  
  I am rejecting this response because:

  I received the communication that you sent this week regarding my complaint against ************* (complaint number 20160499).  I have attached the original invoice we received from them (which has a *** accreditation logo at the top right).  I didn’t see any way to enter this into the website since you have closed my case, so have sent it to you directly.  Please let me know if there is somewhere else I should send it.  See attached document.

  
  Thank you again for your help,
  

  Sincerely,
  

  
  
  
  **** ******

  Business Response

  Date: 24/06/2023

  Dear Sir/Ma'm

  I am really sorry for the inconvenience caused and delay in the refund process. I reviewed the entire case, actually it happened due miscommunication. 

  Now, we have initiated the refund process. Originally, the invoice was paid to ************* and they issued the store credit for future use instead of refund. 
  
  We will fully refund the advance paid. Kindly give the SWIFT number and bank accounts details for the refund. You may please directly send email to Dr. *** **** from ************* Division. He will assist further for the refund.

  We will take refund action on the priority for this case. 

  Please feel free to contact us if you need any assistance further. 
  

  Have a nice day !!
  
  ******* ******
  Chemazone Inc
  
  

  Customer Answer

  Date: 30/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20160499, and find that this resolution is satisfactory to me.  I am glad that they were able to solve their communications issue and send us a refund by wire, which we received this afternoon.
  
  
  
  Sincerely,
  
  
  
  **** ******