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Business Profile

Toys

Loop Lasso

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:02/16/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 December 11 I ordered 4 Loop Lassos. The company gave a 100% promise that the units would arrive by December 31 or they would be free. On 12/31 when I had not received them, I emailed the company who said that they gad delivery issues and if they followed through with their promise, they would be bankrupt and offered a refund or an upgrade to a better loop lasso in February. I declined both of those offers. On January 20, they offered to refund 25% of my payment and deliver the original order and an additional 4 upgraded units. Then on 1/26, they accidentally cancelled my order. They then offered to charge me again for 4 upgraded units without the original 4. The last email from the head of customer service said that they gave me a refund and they are done.

    Business Response

    Date: 02/20/2024

    Dear *****,

    Thank you for bringing your concerns to our attention regarding your recent order with us. We sincerely apologize for any confusion or inconvenience caused during the resolution process.

    After carefully reviewing the conversation with my colleagues and the details provided, it's evident that there may have been some misunderstanding regarding the resolution offered.
    I want to clarify that, as your account has already been fully refunded, no product will be sent. We stand firm in our decision on this matter.

    Upon reviewing the interaction, it seems there was a misinterpretation regarding the upgrade offer. We acknowledge that there was an accidental cancellation of your order, and we apologize for any inconvenience this may have caused. We are prepared to ship the original ordered items, but please note that you would be required to settle 75% of the charge to proceed. Alternatively, we can create a manual order and send you an automated invoice for you to complete the purchase.

    We understand your frustration and disappointment with the situation, and we regret any inconvenience caused. However, please understand that our policy dictates that no product will be sent unless the required payment is settled.

    Thank you for your understanding in this matter. If you have any further questions or require additional clarification, please do not hesitate to reach out to us.

    Customer Answer

    Date: 02/20/2024

    When I ordered the loop lassos in December, you gave a 100% promise that they would be free if they were not delivered by December 31. When I emailed on the 31st, the response was basically that they shouldnt have made the promise. I declined that offer and was offered a new resolution. I ASKED FOR A CLARIFICATION OF THE OFFER AND YOU CONFIRMED IT. This offer as accepted by me is a contract. This contract is overrules your standard T&C. You have now breached a contract and I will continue to pursue this if you do not act in accordance with our contract. Not acting in good faith with YOUR OFFERS becomes suspiciously like advertising fraud.

Loop Lasso is NOT a BBB Accredited Business.

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