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:13/09/2024

  Type:Delivery 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.

  Made a purchase - credit card was charged. Paid for express 4 day shipping on July ******* Never heard back from vendor, no updates provided and order status did not change. Kept reaching out left several messages - voice and email Only ever got one email response on August ****** - they couldn't fulfill order and changed status to refund - but never issued the refund. Owner Borna *. ******** phone number now not in service, website claims off line for maintenance

  

  Business Response

  Date: 04/12/2024

  Bornas General Hardware Ltd.
  *******************************************************************************************************************
  **************
  [email protected]
  
  December 4th, 2024
  
  ***** ********
  1645 ******* ****
  *********, ** K0L 1T0
  **************
  *******************************
  
  Hello there dear Customer,
  
  This message is in regards to your complaint submitted on behalf of BBB. I want to inform you that our operations was out of service for a long duration of time and due to this every department of our company was put on hold until further notice that's planned to be released in January of next year. Also, due to the Canada Post strike, shipments from overseas was put on hold as well which is extending the duration of this disruption of business. I know that this may be a very inconvenient experience for our customers needs, so we want to make it a positive one by providing 100% off of your very next order you place with us starting next year in January. We will send you an email containing the code inside ready for immediate usage and it will never expire meaning that you can use it whenever you need to. To conclude, we want to sincerely apologize for this unexpected inconvenience and we can fully guarantee that it will never reoccur in the future, thank you for your understanding.
  

  All Best Regards,
  
  Yours Truly,
  
  Borna *. ********
  President & CEO Of ********

• Initial Complaint

  Date:29/07/2024

  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.

  I placed an order on Jun 1 for 2 JBL speakers. When we finally got them, we immediately noticed that they were knock-offs. The logos were stickers instead of embedded into the product and the keys all functioned incorrectly. When I contacted the company, they said they would send me a refund with a bank cheque. I got the cheque but it was not signed, instead, they endorsed it on the back of the cheque (which is for payee endorsement). They accused me of dictating how to write a cheque and that this is in fact the correct way. No bank will accept this. And they said it would be a bank cheque (which means money order or bank draft), instead it was a personal cheque. Now when I contacted them again to have them re-issue my refund, they cut off communiation. Now it says the email is no longer able to receive emails.

  Customer Answer

  Date: 12/11/2024

  The issues have not been resolved.  

  

  Business Response

  Date: 04/12/2024

  Bornas General Hardware Ltd.
  ***************************
  *************************************************
  **************
  [email protected]
  
  December 4th, 2024
  
  ****** ****
  *****************************************************************************************
  **************
  ***************************
  
  Hello there dear Customer,
  
  This message is in regards to your complaint submitted on behalf of BBB. I want to inform you that our operations was out of service for a long duration of time and due to this every department of our company was put on hold until further notice that's planned to be released in January of next year. Also, due to the Canada Post strike, shipments from overseas was put on hold as well which is extending the duration of this disruption of business. I know that this may be a very inconvenient experience for our customers needs, so we want to make it a positive one by providing 100% off of your very next order you place with us starting next year in January. We will send you an email containing the code inside ready for immediate usage and it will never expire meaning that you can use it whenever you need to. To conclude, we want to sincerely apologize for this unexpected inconvenience and we can fully guarantee that it will never reoccur in the future, thank you for your understanding.
  All Best Regards,
  
  Yours Truly,
  
  Borna *. ********
  President & CEO Of *******.

  Customer Answer

  Date: 04/12/2024

  Complaint: 22058101
  
  I am rejecting this response because: this company promised me a full refund,  I do not want a credit as I will not be purchasing from them in the future. They had ample time to reply to me and numerous times,  they promised me a full refund on my credit card and that is the only solution I will accept.  
  
  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/12/2024

  Hello there dear ******,

  Unfortunately we can't process refunds exceeding a certain timeframe, this is mentioned in more detail on our payment policy that's currently unavailable due to some maintenance being done to our online store. I suggest contacting your credit card company or bank that was used for this transaction in order for them to reverse the charge by first disputing it by explaining exactly what the issue was and in your case it was solely "Counterfeit Illegal Goods Sold" from third party merchant which is "Us" or you can claim our vendor "AliExpress" just if you want to include the correct party involved which is certainly "AliExpress" not "Us", and this complaint is solely based on a risk caused to us so there is obviously buyers remorse caused here as well because we unfortunately were not able to avoid this risk at the time and our business model has of course changed to a degree to accomadate risks involved in our nature of business and how to avoid them completely to guarantee five-star customer experience. To conclude I do also want to sincerley apologize that you couldn't receive your full refund since the beginning when we sent you a bank cheque in an attempt to provide you with a reimbursement, but we were both unsuccessful and I condemn that I am also disappointed just as you were about this negative situation and I want to shed some light at the end of the tunnel by informing you that you can of course open a dispute with your financial institution, but only if they can make an exception because you know ****** & "MasterCard" have also a certain timeframe for disputes as well just like we have a certain timeframe, so once again I am deeply sorry for this inconvenience in retreiving your reimbursement, but please try your best with your finanical institution to reverse that transaction and recieve your well deserved refund at the end. I will also still go ahead and send you that promised discount code of 100% off just as a courtesy and appreciation for your business with us by the first month of next year, once again thank you very much for your understandings and have a great rest of your day, take care for now.

  All Best Regards,

  Yours Truly,

  Borna *. ********

  President & CEO of ********

  Customer Answer

  Date: 10/12/2024

  Complaint: 22058101
  
  I am rejecting this response because:
  I responded to your business and requested a refund immediately upon receiving the product,  will within the time frame that you refer to.  I received a bank cheque that was not signed,  it was simply self-endorsed in the back of the cheque.  When I informed you that the bank world not accept an unsigned cheque,  you immediately promised me an etransfer.  And I never got that.  At that point,  you stopped responding to me.  I tried email,  ******** and phone calls. With no success.  So it is not my fault that this is past the time frame allowed. If you hadn't given me false hope at the beginning,  maybe I could've gotton my money back from the credit card,  but now it's too late.  I don't want a store credit,  I just want my refund,  like you had promised at the very beginning.  Do not blame your online store for being down,  this all happened way before that.  
  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 19/12/2024

  Hello there once again dear ******,

  As previously mentioned in my last message we unfortunately can't issue refunds for orders that are exceeding a certain duration since their placement. I know this may be frustrating, but I recommend going to your bank or it's ombudsman and open a complaint if your bank didn't reverse the transaction for you after you place a dispute on it. We will still provide you with a 100% discount code for your next order by January next year just for the sake of remorse and "Us" giving back to the customer which is "You" due to this inconvenient and regrettable experience which we absolutely didn't want you to go through.

  I'll conclude this message for now and have a Merry Christmas ******!

  All Best Regards,

  Yours Truly,

  Borna *. ********

  President & CEO Of ********

• Initial Complaint

  Date:08/07/2024

  Type:Delivery 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.

  I order 2 speakers on Tuesday, May 28, 2024 from *****'s General Hardware *** and still haven't received them, order #****. I paid for Route Package Protection $1.57 CAD and Shipping "4 ************************************************* for $7.00". I emailed June 7, 2024 9:49 AM because I didn't get the product yet to which they responded on June 10, 2024 that they would add a credit on my account and the product would be delivered by the end of the week. June 19, 2024 I emailed saying I would prefer the refund on my account. June 26, 2024 left voice message without a response. July 8, 2024 left another voice message, sent an email and opened a dispute with ***********

  

  Business Response

  Date: 04/12/2024

  Bornas General Hardware Ltd.
  ***************************
  *************************************************
  **************
  [email protected]
  
  December 4th, 2024
  
  **** *******
  ***************************
  *******, ON N4N 3B9
  **************
  ******************************
  
  Hello there dear Customer,
  
  This message is in regards to your complaint submitted on behalf of BBB. I want to inform you that our operations was out of service for a long duration of time and due to this every department of our company was put on hold until further notice that's planned to be released in January of next year. Also, due to the Canada Post strike, shipments from overseas was put on hold as well which is extending the duration of this disruption of business. I know that this may be a very inconvenient experience for our customers needs, so we want to make it a positive one by providing 100% off of your very next order you place with us starting next year in January. We will send you an email containing the code inside ready for immediate usage and it will never expire meaning that you can use it whenever you need to. To conclude, we want to sincerely apologize for this unexpected inconvenience and we can fully guarantee that it will never reoccur in the future, thank you for your understanding.
  
  All Best Regards,
  
  Yours Truly,
  
  Borna *. ********
  President & CEO Of *******.

• Initial Complaint

  Date:05/07/2024

  Type:Delivery 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.

  Purchased item june 2nd, have not received any updates or tracking number. And unable to contact directly successfully, left email and voicemail.

  Customer Answer

  Date: 05/07/2024

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

  **********

  

  Business Response

  Date: 04/12/2024

  Bornas General Hardware Ltd.
  

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

  ************** K2P 1L4 ******

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

  [email protected]

   

  December 4th, 2024

   

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

  ON K0K 2E0 ******

   *************

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

   

  Hello there dear Customer,

  
  This message is in regards to your complaint submitted on behalf of BBB. I want to inform you that our operations was out of service for a long duration of time and due to this every department of our company was put on hold until further notice that's planned to be released in January of next year. Also, due to the Canada Post strike, shipments from overseas was put on hold as well which is extending the duration of this disruption of business. I know that this may be a very inconvenient experience for our customers needs,so we want to make it a positive one by providing 100% off of your very next order you place with us starting next year in January. We will send you an email containing the code inside ready for immediate usage and it will never expire meaning that you can use it whenever you need to. To conclude, we want to sincerely apologize for this unexpected inconvenience and we can fully guarantee that it will never reoccur in the future, thank you for your understanding.
  

  All Best Regards,
  
  Yours Truly,
  
  Borna *. ********
  President & CEO Of ********

  Customer Answer

  Date: 15/12/2024

  Please send code to email.. not yet received. 

• Initial Complaint

  Date:16/12/2023

  Type:Service or Repair 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.

  *****'s is advertising and has sold me a counterfeit set of Bose headphones. I called Bose to deal with a sound issue and discovered my serial number is not a valid authentic Bose product.

  

  Business Response

  Date: 17/12/2023

  Hello there dear *****, We have acknowledged your complaint and the desired outcome you are looking for, but let me first start with the warranty of the product, 1. The manufacturer does not offer any warranty for this product and if they even did offer a warranty they would be making an exception which is rarely done with any other manufacturer, this is why when you contacted ********* they couldn't locate the serial number which is typically locatable once a manufacturer is in a binding contract with the original vendor which is Bose Incorporated in this case and they would issue the maufacturer approved serial numbers so they could stick it somewhere on the product. 2. The replacement of the product is possible, but it's not in your chosen colour of Pink, instead it's in Silver. 3. The third one is optional IF you choose to go with a different colour other than Pink, but if you don't want to go with a different colour we would have no other solution than to issue you reimbursement via a mailed bank cheque to your billing address. I hope I've clarified everything and made perfect sense here, but if you are unsure about something or have a question please don't hesitate to let us know via email at: [email protected]

  All Best Regards,

  Yours Truly,

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

  Owner & CEO of BGH LTD.

  Customer Answer

  Date: 18/12/2023

   
  Complaint: 21014904
  
  I am rejecting this response because:

   

  Regarding your point number 1, to clarify again, I am not seeking a warranty claim. My issue with your business and the product sold is that it is a Bose counterfeit item.  **** and I together did an extensive search for a serial number and there is one number that looks like a serial number in the right place that is not a valid Bose product number. I spent about half a hour on the phone with ****, throughly confirming what I had. There is a serial number plate on the right ear piece under the scrim in the correct location that is not valid. There is also another short number on the ear that refers to type of material used and not Bose serial numbers. There are no other numbers on the headphones. All authentic Bose products are in the Bose contact centers system and identifiable/traceable regardless of an person's original purchase point. Also, with the Bose representative we tested the quality and specific features of the product you sold me and it does not function as a true Bose product does. Two additional clear ways we tested this: 

  1. The first and most trusted method to verify if your QC35 or QC35 II is original is to connect it to the Bose Connect App (on your Android or iOS phone), which will connect only with an original QC 35 II
  2. On the counterfeit model when you turn it on, the voice prompt says "POWER ON" in a female voice. When you pair it with a phone it says "Connected". On the Retail/Original QC35's the headphones say "Battery X % and when paired with your phone says "Connected to XXX's iPhone" (or whatever your phones name is)

  The product I have been sold as an authentic Bose product, is not. It fails both of the above authentication tests, in addition to not having a recognizable serial number.

  
  This is not related to warranty and is a case where the original sale to me was a misrepresentation and false advertisement. If it is a supplier or contractor issue by your store, you are also being ripped off and not completing your due diligence. This is not the end consumer's responsibility to ensure items are sourced correctly and sold as advertised by a company claiming to be reputable. Before purchasing I did confirm the website/store was real and actually the BBB relationship helped give me confidence in my original purchase.

  
  On the second point in your response and the interest of hopefully concluding this: if the silver headphones are in fact an authentic Bose Quiet Comfort 35II product as I had attempted to purchase, I would accept the replacement as an acceptable resolution.

  If the replacement is the same/another counterfeit item, I will not see this an acceptable resolution as nothing really would have changed. 

  
  Thank you,

  *****

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/05/2023

  Type:Delivery 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.

  I placed an order on October 13, 2022 for the Bose QC35 rose gold headphones. It should’ve arrived within 3-4 weeks, but here we are in May 2023 and I still have yet to receive anything. I’ve tried contacting support multiple times and the only response I get is that they’ll check the system. They say they’ll check, but I still have never gotten an update as to where my package is. My tracking number doesn’t work anymore either. It should not take over 6 months to get replies and to get my package. It’s absolutely ridiculous; I don’t even want the headphones anymore because it took way too long so I ended up buying different ones. The last I heard from support was back on March 29th.

  

  Business Response

  Date: 02/06/2023

  Hi there dear ****** ****,

   

  I am deeply and sincerely sorry for this inconvenience. We were backordered for a period of time, but regardless of our fault we already returned your money via a mailed bank check that has not yet been successfully deposited as we see on our side that the balance is still positive in our online banking. Please get this check successfully deposited as soon as you could, so it would not bounce unexpectedly.

   

  All Best Regards,

   

  Yours Truly,

   

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

• Initial Complaint

  Date:15/04/2023

  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.

  I bought the product on February 1st, and the store didn’t deliver the product for a long time so I cancelled the package. I contacted the store to return my money, the store didn’t answer me all the time. And I searched the store website online, I learnt that this is a **** from the comments of others. So I applied a dispute hope the store can return my money.

  

  Business Response

  Date: 12/05/2023

  Hi there ***** **,
  
  I am deeply and sincerely sorry for this inconvenience. We were backordered for a period of time, but regardless of our fault we will for sure return your money via a mailed bank cheque. Estimated time of delivery is mid next week, you take care for now.
  
  All Best Regards,
  
  Yours Truly,
  
  ***** ** ********
  

  
  

• Initial Complaint

  Date:28/10/2022

  Type:Delivery 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.

  On October 4, 2022 I placed an online order with Borna’s General Hardware for a Bose Quiet Comfort 45 headset. Order number **** for a total of $196.22 including tax and shipping. According to their website I should have received my order within 3-4 weeks. As of today, 28 October 2022, I have yet to receive any notification regarding whether or not my item has shipped. The merchant has chosen to use the Route app for tracking purposes and advises the customer to install and use this app. However, use of this app poses a huge security risk. It is the first tracking app I’ve seen that requires, besides a fair amount of PII (Personally Identifiable Information), but also requires the user to grant it complete access to the user’s e-mail that was used to purchase the item. All legitimate tracker apps I’ve used only require a tracking number (e.g. **** ****** ****, etc.). The Route app will not provide the user tracking information simply via user entry of a routing number.
  I have tried reaching out to Borna’s directly, first via their Contact Us page on their website 6 days ago, then 3 days ago via an email sent directly to their customer service/business owner via an email address in an email they sent to me soliciting “help”, and a third time today via the Contact Us phone number listed on their website, which turns out to be an invalid number. At this point I am no longer confident in the legitimacy of this website.