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Business Profile

Door Closers

Smart Slydr by LycheeThings

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Door Closers.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:07/08/2024

    Type:Product 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.
    I ordered an automatic door opener for my patio door for my 3 dogs. No installation instructions were provided. Found a video when scanning the code and hired an installer. The door didnt work properly. When a complaint was made they sent additional videos. Still didnt work and nearly crushed my small dog. The door opened when the dogs were across the room but not when they were at the door. They said we need another antenna. My installer returned several times to make adjustments they suggested and it still didnt work properly. We requested return and refund. They charged credit processing fees, postage and shipping both ways and claimed the equipment showed wear reducing the refund amount by $165.91. Their product was not as promised and we should not have our refund reduced by their improper functioning equipment. I paid an installer $600 and paid them $633.97 for bad equipment.

    Business Response

    Date: 07/09/2024

    Thank you for bringing this matter to our attention. We appreciate the opportunity to provide clarity regarding the customer's concerns.

    We strive to ensure our customers have a smooth experience with our products. Our installation instructions are prominently displayed on the accessory box, guiding users to scan a ** code for detailed setup instructions, including helpful videos. This approach, common in the industry, ensures users have access to the most up-to-date information while reducing paper use.

    When the customer scanned the ** code, it directed them to our support page (**************************************), which offers a comprehensive, step-by-******************* with videos. Our product is designed for "Do It Yourself" installation, making it crucial to follow these instructions for optimal performance.

    It appears the customer hired a third-party installer for the device setup. We are not affiliated with this installer, and neither the installer nor the customer contacted us during the installation for any assistance.

    When the customer reported an issue with the Pet Tag operation, we clarified that our door opener device can function through various means, such as the Mobile *********** ***** ****** and more. The Pet Tags and other add-ons require correct installation for optimal performance. Our support team identified the issue and provided detailed explanations and highlighted instructions on the customers pictures to resolve it. Please refer to attached image "Highlighting the issue with the installation by our support team.jpg". However, we did not receive confirmation that the customer implemented these fixes.

    Attached are images: "Highlighting the issue with the installation by our support team.jpg," "Incorrect Installation steps by Customer.jpg," and "Sensor_installation_reference_steps.jpg," which clearly show the necessary steps for proper antenna sensor installation. It seems the installation was not corrected as per our instructions.

    Regarding the return policy, it is stated on our website (**************************************************). When we received the returned device, it was damaged, with loose screws and a broken section where the power supply was located. Despite the damage, we only charged a 20% restocking fee for the unit and refunded the full amount for the tags, as the device was still mechanically functional. The cosmetic damage to the device rendered it unsellable, resulting in a total loss for us. Please see "Damaged_returned_device.jpg" and "Retun_item_packaging_and_refund_itemized_details.jpg"

    We have provided a clear breakdown of the refunds and pictures to ensure transparency in our best efforts to resolve this matter.

    We appreciate your understanding and the significant time and effort our support, shipping, and tech teams have dedicated to assisting in this case.

    Customer Answer

    Date: 07/09/2024

     
    Complaint: 21958716

    I am rejecting this response because: we contacted the company on four occasions and they provided different information each time which did not resolve the issues. Their product does not function as described. The power supply was not damaged nor referenced. The equipment may have been damaged when it didnt function properly and ripped apart my patio door. 

    Sincerely,

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

    Business Response

    Date: 07/12/2024

    Hello,

    We are committed to ensuring customer satisfaction and would like to assist further in resolving this matter. Our resolution team has reached out to you directly via email to protect your privacy.

    We have always aimed to provide comprehensive support to resolve any issues. Our team identified that the problems were due to improper installation and consistently provided guidance to correct them. We believe that if the installer had followed the proper instructions, it would have resulted in a better product experience.

    We like to clarify that from our inspection and testing, the device did not show any operational issues except cosmetic damage that occurred during installation or shipping.

    Thank you for your cooperation.

Smart Slydr by LycheeThings is NOT a BBB Accredited Business.

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