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Business Profile

Scuba Diving

GetWetStore

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Scuba Diving.

Complaints

Customer Complaints Summary

  • 2 total complaints 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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  • Initial Complaint

    Date:02/26/2023

    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.
    At the end of Dec 2022, I ordered a prescription mask online from TheWetStore. The item arrived at the end of January 2023. I used the mask once and it leaked from upper right corner. I contacted company and told them the water was coming in from upper right. They sent return info and I sent the mask back. It arrived a few days ago and I was not happy when I opened the box. A prescription lens with bifocals should be centered in the mask on both left and right side. When I sent the mask back the left side was centered. The issue with the leak was upper right side and the left side lens did not need to be moved. There is not a mask manufacturer in the world that would send a new $306 dollar prescription mask with both lenses not centered. All I wanted was a mask with my prescription. I sent photos and asked for a refund. This is the response....Unfortunately, we won't be able to issue you a refund as the correction is correct and the leaking issue has been fixed. The lens touching the skirt is due to the adjustments, the mask is the same mask that you had before, we adjusted it to fix the leaking. Since this is a custom made item, there won't be any way we would be able to exchange or refund this. Sorry about that. This is a bunch of ***** the prescription lenses could have been installed properly. They are basically saying they are sorry they have no quality control or customer service and are just a volume internet business. This is not acceptable. The mask is a cheap $40 mask. Its the prescription and professional installation of the lenses that makes the cost $306. I want a return authorization and full refund.

    Business Response

    Date: 03/27/2023

    Received return from customer, and full refund applied on March 27, 2023.

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