Complaints

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• Initial Complaint

  Date:01/24/2023

  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.

  In December, 2022, I purchased a water monitor valve online from Flume in San Luis Obispo for $64.02.
  
  I never received this merchandise. After writing an email to the company (no phone number, or address, was available online) and didn’t hear from Flume, I made a dispute with my credit card company Chase.
  
  Days later, I received an email from S**** at Flume. She advised me to cancel the dispute due to: “Flume does not honor dispute”.
  
  I worked with Flume in good faith, contacted Chase to cancel the dispute; sent the copies of the Chase statement of such dispute cancellation to Flume.
  Weeks later, this refund had not been credited back to my account. I received emails from S**** at Flume as below (or attached):
  
  “We are not able to push the refund until the dispute clears on our end. There is nothing we can do to expedite this process, we just have to wait for the dispute to clear. It will clear eventually, but it can take some time”.
  
  Email today: “We had to wait for the dispute to process, and now we have to wait for the result to be released. We will receive that result 16 days from today. I will follow up with you about the status of the dispute and refund at that time”
  
  I will no longer be able to dispute this purchase 16 days from today since it would be more than two months after my purchase, will pass the credit card company cutoff date for dispute.

  Business Response

  Date: 01/25/2023

  Hi D****,

   

  I would like to apologize for the delay in receiving your refund for your Flume device, I understand how frustrating this is. When a dispute is issued within our payment processor, Stripe, and then dropped we must wait for it to clear on Stripe’s end, which can take some time. As of now the dispute has yet to clear, but should within 15 days. We will be sure to check on the dispute daily and as soon as the it clears we will issue you a full refund of $64.02. Once the refund is issued we will contact you directly to ensure you received the refund.

   

  If you have any questions or concerns please reach out to us.

  Customer Answer

  Date: 02/02/2023

  
  
  
  
  I am rejecting this response because:

  I started working with Flume, Inc on 12/23 for a missing merchandise. They kept on delaying the time that they need to clear from their end. 

  
  

  My last email from Flume on 1/24 stating that they need another 16-business day to clear, which would be on 2/15.

  
  

  It's hard to believe that with the technology we have now-a-day, it takes Flume almost 2 months (2 billing cycles) for their bank to clear. 

  
  

  There was nothing but excuses for the refund delays from Flume. 

  I would like to keep this case open at BBB until I get a refund. 

  
  
  
  
  Regards,
  
  
  
  D**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/02/2023

  Hi D****, 

   

  Thank you for your response. We will be issuing you a refund as soon as we can. We expect our payment processor, Stripe, to hear back from the issuing bank in 6 days. Upon hearing back we will push through the refund. Thank you for all of your patience as we work through this. 

   

  Best,

   

  Katie

  Customer Answer

  Date: 02/03/2023

  
  
  
  
  I am rejecting this response because: It took too long and I haven't gotten a refund.  Please keep this case open until Flume, Inc. honors a refund to me.
  
  
  
  Regards,
  
  
  
  D**** ****