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Business Profile

Sterilizing Equipment

iSterilize

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sterilizing Equipment.

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:09/26/2024

    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 am writing a letter to report fraud with the i Sterilize company . I purchased a Sleep/Vacuum OV Handheld vacuum (Blue)by i Sterilize and a SleepVax Extra HEPA Filter for $98.95 on June 22 , 2024 . Also ,
    I had to mail it back on September 3 , 202 , $28.50. A total of $127.45 that I am out of . I requested my refund, but no funds were returned.

    I requested the return label with no response from i Sterilize company.

    The filter was smashed and the vacuum did not work correctly. It looked like it was returned.

    I did receive an e - mail on 9/4/2024 , stating my request (488) has been received and is being reviewed by their support staff . I was dealing with someone called Isabella.

    They never had any returned address to return the vacuum or no return policy on the vacuum advertisement on Facebook so I returned it to the address from which it was mailed.

    Address shipped back to (i Sterlize Online Steller, Return Dept ., 2452 Gillingham Cir . , Thousand Oaks , CA 91362-5388 .) They e-mailed that the address isn t their warehouse address . They also stated that it must be a local courier ' s shipping depot . They never gave me another address.

    I shipped the items back on September 3 , 2024 . Tracking Number : 12EF86820304486l20 . Attached! Mailed from the UPS Store . I sent it back to the address it was shipped from , I had no other mailing address to return it .

    Also, I have a complaint with Discover. You will see the paperwork attached.

     

    Business Response

    Date: 09/27/2024

    Hi there,

    We did receive the customer's email regarding an item that she wants to return. Attached herewith are screenshots of our email correspondence- she never mentioned that the item arrived smashed/damaged, but initially reported an issue with the suction quality. Hence, we recommended several steps on how to improve the suction power and how to use the unit efficiently.

    She insisted to return the item, and we do not want her to go through the hassle of sending a damaged unit back- we are more than willing to process a full refund, provided that the customer was able to send images or video showing the issue. And the customer never sent any photos or video to confirm this.

    At one point, she responded and told us that she already shipped the unit back, which isn't our return address. We also checked on the return tracking number that she provided, we tried tracking via UPS, USPS and a universal tracking platform, but we are unable to get any information.

    Please refer to the attached screenshots our email correspondences. We are unable to add more documents to show tracking results from UPS, USPS and a universal tracking site where it does not show any tracking info based on the return tracking number she did provide.

     

    Customer Answer

    Date: 09/27/2024





    Complaint: 22342611



    I am rejecting this response because:  i
    Sterilize company never gave me a return label or responding to my e-mails.  I purchased a Sleep/Vacuum UV Handheld vacuum (Blue)by i Sterilize and a
    SleepVax Extra HEPA Filter for $98.95 on June 22, 2024. Also, I
    had to mail it back on September 3, 202, $28.50. A total of $127.45 that I am out of. I requested my refund, but no funds were returned.  I did let them know that the vacuum DID NO T have a lot of power, so I mailed it back to the address it came from for they did not give me another address.  They took the ad off of Facebook once I requested a refund.  I would like my money back.  Thank You for your service.  


    Regards,



    D****** ******


























































    Business Response

    Date: 10/01/2024

    To whom it may concern,

    We are truly saddened by this incident and regret that it has reached this point. Throughout this process, we have maintained transparency in all of our transactions and communications. We even shared screenshots of our correspondences with the customer to ensure clarity.
    Unfortunately, we have not received the returned item. The customer sent the product to the address listed on the shipping label, which is the local courier's warehouse, not our return address. Additionally, we initially did not approve the return request due to insufficient evidence, as the customer did not provide any images or videos showing the item was damaged. Had we received such proof, we would have gladly replaced or refunded the item without asking for it to be sent back.
    The customer informed us that the item had been returned and provided a tracking number. However, after trying USPS, UPS, and a general tracking system, we were unable to trace the package.
    As much as we would like to process a refund, the customer has already disputed the transaction with her bank, and we are unable to reverse the payment through our system. We always prioritize customer satisfaction and sincerely hope a resolution is reached that is favorable to the customer as soon as possible.
    Thank you for your understanding.

    Customer Answer

    Date: 10/01/2024





    Complaint: 22342611



    I am rejecting this response because:



    Regards,



    D****** ******


























































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