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:09/27/2023

  Type:Product 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.

  My partner ordered a dash cam for my car as a birthday present for me. ********* is a seller on the ******* website and that company itself received pretty positive ratings. Unfortunately, the dash cam came with instructions that were very difficult to comprehend so I emailed the company and explained the situation. I requested they submit to me another set of instructions because I was unable to understand the instructions that came with the product. Instead, I was asked to watch an instructional video on ******* which had nothing to do with how to install a dash cam in one's car.I told my partner about the response and she took it upon herself to contact ************ only to be told that they would only send her two dollars as a courtesy because the time to return the product, which by the way, was unopened and still in its box, had expired. My partner then tried to explain (again) exactly what I communicated to ********* and once again, they refused to accept the return of the product.My partner spent over $50 to surprise me with this for my birthday and she explained that she had ordered it a month prior to my birthday to ensure it would arrive timely. (She ordered the dash cam in early August; my birthday was in early September.) We feel that since ********* failed to include adequate instructions (due to our being in our late 60's, it's hard for us to read instructions that are for a tech-savvy person) and a more inadequate You Tube video substitute and we respectfully request a refund of $50. We even offered to return the product to ********* but they refused.The company appears to be a little stingy. In lieu of a refund, we would be willing for them to send us another dash cam with instructions we can understand. We would prefer the replacement dash cam be outfitted for a 2019 ***** Fit

  

  Business Response

  Date: 09/29/2023

  Hello,
  I deeply regret to hear about the experience you've had with our product and the ensuing communication. Please allow me to apologize on behalf of ******** for the oversight and any inconvenience caused. We acknowledge the importance of clear instructions, especially for products that require installation.
  Considering the circumstances and your genuine concern, we value the trust you've put into our company by choosing our product as a gift. While our return period policy is typically stringent to maintain a certain standard of operation, we believe in the importance of customer satisfaction and the genuine issues you've faced.
  With that in mind, we are willing to provide you with a full refund of $50. Please let me know your ******* Order Number and we will try to process it through the original purchase channel.
  Your feedback is invaluable, and I assure you that we will take steps to improve our instruction manuals and customer service responses. Your satisfaction is our top priority, and we appreciate your patience and understanding in this matter.
  Again, I apologize for the inconvenience, and thank you for bringing this to our attention.

  
  Warm regards,

  
  ***
  Customer Service, *********

  Customer Answer

  Date: 09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please let *** know that the ******* Customer Order Number is ****************** as per my partner who purchased the dash cam through *******'s seller *********.
  
  Sincerely,
  
  *****************