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:25/01/2024

  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.

  November 15, 2023: I bought a ******** ** and accessories (Order Number: *************)November 20, 2023: I received the product **** tracking number: ******************).November 28, 2023: The camera and/or the ******** ** did not work. So, I requested the reimbursement of the entire order.November 29, 2023: Cana Kit sent me an email saying they could replace the camera.November 29, 2023: I responded the email saying I wanted the refund because I was not sure what the problem was.November 30, 2023: Cana Kit sent me an email saying they can send me spare parts.November 30, 2023: I asked them if I could return the whole product if it did not work.December 01, 2023: Cana Kit say YES.December 05, 2023: I sent an email saying that I did not received anything. I wanted the refund for the complete order.December 06, 2023: I received an *** return label for a refund from Cana Kit (tracking number: ******************). December 08, 2023: I returned the whole product to Cana Kit.December 10, 2023: I send an email to Cana Kit (******) to confirm the return was sent.December 14, 2023: Cana Kit received the returned product (confirmed by ***).January 9, ****: I sent an email to Cana Kit asking for status of the refund.January 16, ****: I made a call to ************** and ************** taken from the web page: *******************************. No one answered.January 16, ****: I sent an email again to Cana Kit asking for status of the refund. I told then if I did not receive an answer I will file complain.

  Business Response

  Date: 30/01/2024

  Hello,
  
  The customer has contacted requesting a return request for four products along with full refund request and waiving restocking fees  and has been refunded back in full to the purchasers card ending #****.  This order contained 4 different products and although customer has indicated difficulty in using 1 of the four different products, which are technical products and circuits (and they carry a one year warranty for exchange), they decided to return all four different products back for a refund which which would normally go throught the return policy: ********************************************;  Upon receipt we have inspected all items and working as expected.  Although the return policy does indicate restocking fees are applicable for all returns and original shipping fees are non-refundable, an exception was provided for this customer and full refund was submitted to their card ending #**** .   Should there be anything else we can assist with, please do not hesitate to reach out for further information.
  
  Thank you

  Customer Answer

  Date: 31/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************