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:23/01/2025

  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.

  Ordered and received Order #******* on December4 2024 and Order #******* on December 26. Installed unit before January 9 2025 when first call to tech support was made. Unit installed ok but when button is pressed, approx 4 cups of water comes out with compost. after further inspection, the height of the outlet of the unit is about 6 inches lower than the waste water pipe for the kitchen. Water is coming back into the unit. The height of the waste water outlet cannot be altered due to the design of the house. Was told by tech support that nothing could be done. Also told that the return policy is 15 days, and they will not accept a used unit back. Soooo.... I am out 450 dollars and have a non functioning unit. I waited a month for the adapter to arrive and did not see anything in the install info that the waste water exit needed to be higher that the house waste line.

  Business Response

  Date: 29/01/2025

  We do not accept returns on products that have been installed as we deal with compost which creates a hazard. This is clearly stated in our T&Cs that customer had easy access to prior to ordering. Further, we have detailed product specifications and dimensions accessible on our website that the customer did not consult. He then incorrectly installed the unit, despite warnings against doing so clearly stated in our installation guide, and, due to this, the product wasn't operating as expected. This is lack of care by the customer. We don't see any merit to this complaint. 

  Customer Answer

  Date: 29/01/2025

   I am rejecting this response because:
  
  I
  am offended that you said that I did not look at the documentation provided and
  did not install the unit correctly.  I have attached the documents I was
  using.  Neither says anything about the difference in the height of the
  waste outlet of the unit and the house exhaust line.  It met the size
  criteria given with the offset addapter. Although the adapter further lowered
  the unit away from the height of the house exhaust line.  I sent pictures
  to tech support with no helpful input .  In addition , it took over 2 days
  for tech support to reply on each occasion.  I would have not installed
  the unit if there was any posibibilty there would be an issue. There would be
  no way to tell this wouldnt work unless it was installed. And convieniently for
  you , it now cannot be returned.   Feel like I was tricked into
  purchasing this, and when it did not work as described, I was out of
  luck.   Not a good way to do business.  
  
  

  Business Response

  Date: 03/02/2025

  We are confused as to why BBB is asking for more information from us, and why the customer was given the option to "reject" our explanation. This customer is attempting to circumvent our T&C's and return policy that was clearly stated before purchasing. He also is complaining about delay in hearing from customer support, and while we are always striving to keep response times to under 2 days, we offer all customers the opportunity to speak directly with our product team by scheduling a call (the link to do so can be found in our website header as well as several other locations).

  To be clear, this customer willingly purchased this product knowing what our return policy is, there is no "tricking" here. Our return policy, as previously attached, clearly states that once you install Sepura in your kitchen it cannot be refunded unless there is a defect.

  We implore BBB to recognize that the precedent that would be set here is that if a customer complains loudly enough to BBB that they get to circumvent a clearly stated, fair return policy. We expect you will make the right decision. 

  Customer Answer

  Date: 11/02/2025

  BBB Response was " Better Business Bureau has determined that the business made a good faith effort to answer the complaint"

  They answered my complaint but the facts are:

  1. The product does not work as advertised

  2.  I installed it as directed by their documentation.

  3.  They will not take the item back or give me a refund.  I have a defective product. There was no way to know this until it was installed.  I am out 449.98 dollars.