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Business Profile

Online Retailer

Casainc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:28/11/2022

    Type:Product Issues
    Status:
    Unanswered
    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 recently purchased a new shower fixture for our bathroom renovation ($650). Upon arrival we did not like the product and immediately contacted the customer service desk (within 24 hours) to request a return. After a few days of waiting for a response, CASAINC finally informed us that we would need to pay for shipping costs. I reluctantly agreed. The package had arrived in a brown shipping box and within the box was a black box containing the contents of the shower fixture. We didn't open the black and no items were used or damaged. We re-taped the brown shipping box and attached a new shipping label, purchase details and tracking numbers. Upon receiving the box back at their ware house in Pickering (1511 sandy Beach) the ware house staff indicated the box was destroyed. Which was false. Unfortunately, before we had shipped the box our four year old son had coloured on the brown shipping box with a pencil crayon. NOTE, not on the black interior box which contained the shower fixture. Even the pictures show the black interior box was in perfect condition. For the reason that our son had colored on the exterior brown shipping box CASAINC refuses to offer us a full refund. instead of $650 they offered $170. Claiming the item is destroyed.

    I strongly disagree with their statement that the contents were destroyed. They can easily package the item in a new brown box and ship to any new client. Our box has all our shipping details and would need to be replaced before the item could be resold.

    We didn't open the black interior box or disturb any of the contents.

    We have tried several times to contact the office VIA the * *** *** **** and are only met with voice prompts and NO CUSTOMER SERIVE Rep. Our only contact is VIA email.

    Our pictures and their pictures clearly show the interior box is in perfect condition. No physical damage of any sort. No shipping damage and No loss of any items

Casainc is NOT a BBB Accredited Business.

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