Complaints

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• Initial Complaint

  Date:06/12/2024

  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.

  On Nov 26, 2024. I purchased a 35” Filipino Christmas lantern at Bahay Kubo worth 265cad. The guy owner removed the item from the box then plugged the lantern quickly to make sure the lights are working, i see the lights turn on, the owner then wrapped the lantern quickly and put them in the box. The following day (nov 27) , we opened the box, removed the plastic wrapper with stickers attached as we are preparing it for display. We plugged in the lantern and noticed a burnt smell right away coming from the lantern. The lights are dim and not blinking as it should be. We then unplugged it and returned the lantern in the box. I called the store right away. An attendant answered and advised me to take the lantern on sunday (dec 1st) We then followed her advise and returned to the store on sunday. the lady owner A** is at the store, we then explained to her what happened. She promised us to give us a refund the next day through interac and asked me to write my interac email address in the sticky note, She took our receipt and the lantern. We asked why we couldn’t get the refund that day. She told us about banking issues. She didn’t provide any refund letter or receipt. My husband became skeptical and asked for one. A** wrote on a sticky note about the refund of 265 w/ her name and number. 30 mins after we left the store, i received an accusatory email from Bahay kubo saying that we touched the wirings and we removed the packages. We called her right away. We tried to explain to her that we did not disorganized or touched the rest of the wirings. She told us that she couldn’t guarantee a refund as she is saying that it is our fault why the lantern is not working. The following day, my husband called the store for update A** then informed us that she will only give 200 cad refund because we opened the packaging. I refused to take the partial and demanded a full refund. The store owner downright said no, up until now she still have the lantern and the receipt.

  Business Response

  Date: 06/12/2024

  Dear Sir/Madam,
  

  My name is A** and I am one of the owners of Bahay Kubo. We confirmed that we received the complaint from the customer with regard to the ********** ******

   

  the customer left our store with the ***** fully operational. After  5days they’ve return the ***** damaged because they removed the plastic cover that protecting the electrical wiring’s of the *****. They returned it last Sunday Dec 1 and they informed me that they smelled burned wire, without looking at it and trusted that they are telling the truth about the damaged, I promised to refund the money back. However, as soon as they left the premises I opened the ***** and to my surprised, it was not only not working properly but they removed the protective plastics of the *****. I immediately emailed them and explained that I will not return the full refund because the ***** has been damaged because of their negligence. Instead I told them in good faith that we are willing to  give back the $200/- as a refund and the balance of $65/- is for the shipping or re stocking fee we incurred even though we know that it’s the customers fault. 

  the ***** is actually with the customer right now and not with us as per the information they’ve provided to you.

  We are still willing to give back as a refund the $200/- as promised but not the entire $265.

   

  A**

  For Bahay Kubo

  Customer Answer

  Date: 11/12/2024

   I am rejecting this response because:
  
  As stated in the original message the lantern was working up
  until the employee placed it back in the box. The employee could have caused
  some damages to the lantern upon placing it in the box. Which when we carefully
  took it out it and plugged it in was only half working.
  
  The lantern was wrapped in a thin plastic wrapper with an
  import sticker in the center. Then in bubble wrap. The thin plastic cover with
  sticker only had importer information on it. There was nothing else on that
  wrapper saying do not remove from plastic, protective covering, nor did the
  employee state such in store. It is logical to assume that it was just regular
  packaging since you would not display the ****** with a sticker in the middle
  or wrapped in plastic. When removing the plastic wrapper, it was done so
  carefully, same with hanging it up for display. Nothing was done to it outside
  of its intended use.
  
  I could not find any information on the company’s website
  (Facebook page) or the receipt defining a return policy, re- stocking fee or
  terms and conditions. We shouldn’t have to pay for shipping costs as it was
  purchased in store and not online for a defective product. As for a re-stocking fee. ******* ******** they are intitled
  to a restocking fee. However, no such fee is printed on the receipt, therefore
  it should not be charged as the product was defective.
  
  Upon further review of the item there is no visible damage
  to the wiring. There is most likely a product defect from an electrical short
  in the wiring, hence the burnt wire smell when plugged in. It would also
  explain why over time as it was plugged in less and less of the lantern lit up.
  According to the consumer protection act, this product is defective, it is not
  how it was described nor working in the manner as it should.
  
  To add a little more complexity. When we first returned the
  item, we were told we would get a full refund. This promise of a full refund is
  ******* ******** a contract. There was an offer (full refund) and acceptance by
  us). Both parties agreed to that in good faith and not under any distress. It
  wasn’t until after we left that that has changed. It is not our fault the owner
  didn’t look at the product or have us show it was not working. This is a breach
  of contract in which the original terms were a full refund. This contract that
  was accepted would trump any return policy, restocking fee or shipping costs as
  these were not discussed at the original point of return.
  
  We are still looking for the full refund of 265.