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:08/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Lazer Designs is discriminating against me solely because they sold me bad quality items that had to be exchanged. After problems with an item a couple months ago, I tried to place a new order for a different item and was told they are not going to sell me any more items.

  Business Response

  Date: 08/07/2023

  While we would love to provide this customer with more customized product, the past several orders had reportedly defective items on $230+ value brand name items. In one instance, we replaced the item 2 times with new items which were in working order when we shipped them.

  We helped by replacing all of the "defective" items ordered, again with custom engravings, in the mean time customer proceeded to push through chargebacks on the charges for these orders on credit card, in essence winding up with free merchandise.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20433014
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  in response to the business allegation that the items were not defective, I sent not only the items back, but I submitted multiple videos of the issues and pictures as well. They were defective and the fact they needed to be returned is not on me as a customer. Its on the business for selling poor quality goods that need to be replaced. Perhaps if they actually checked the quality and functionality of the items prior to shipping like they claim in their response here there never would have been a need for any returns. The business is flat out lying about that. 
  

  as far as the allegation that I am getting free merchandise, this is also untrue. Perhaps this business is not educated enough to understand how credit card disputes work, but again, thats not on me. Had the business communicated with me instead of going silent and not responding to my emails for 2 weeks I never would have filed a dispute with my card. I had no choice because they werent communicating. And in the mean time I was forced to send the defective item to the manufacturer for warranty as the item was DEFECTIVE and see what they could do to fix the issue, since this business clearly refused to. But once u open a credit card dispute u have to wait for it to play out because if I were to close it out then I couldnt reopen it if the issue was not solved. It in fact is still pending and not closed as of today. So they are lying yet again on this allegation. 
  

  this business did not communicate with me and refused to resolve the defective product issue. Even though their website states a commitment to customer satisfaction, it appears that if you actually are not satisfied they ban you from future purchases and call you a liar, no matter how much video and pictures u have proving them wrong. 

  Customer Answer

  Date: 08/07/2023

  On a side note, I am more than happy to send back this item I am being accused of getting for free for a full refund. The problem arose when I informed Lazer Designs that I had sent the knife off to the manufacturer for their warranty department to examine, as I hadnt heard from them for about 2 weeks, and had to assume they were ignoring my communication attempts. Coincidentally, today I heard back from the manufacturer that they performed some work on the item and believe it to be functioning correctly now. So if ****** and Lazer Designs will process a full refund, I am happy to send them the item back so as to not be getting it for free. All I ever wanted was for the item to be working correctly. As the company representative stated, it was over $230+ of merchandise. For $230+ I want the item to work right. But as I stayed, since the company cut off contact it seemed, I had to send the item to the manufacturer for the repairs/replacement to be made. I dont think Im asking for much here. Just want what I paid for. And Im more than happy to give them the item back. 

  Customer Answer

  Date: 08/07/2023

  I must add however, I can only send the item back once it is returned to me from the manufacturers warranty department after they repaired the DEFECTIVE item. It should be on its way soon and arrive by mail in the next week or so. 
  

  So if ****** and the Lazer Designs staff would like to process a full refund, I will send the item back when I am in possession of it again. This will conclude the dispute with the credit card, and no one will be getting free merchandise.

  Customer Answer

  Date: 08/07/2023

  Furthermore, since this company clearly doesnt value my business, I would also like to return the other itemS I purchased, for a full refund of course.  As soon as they accept this offer, I will send everything back via **** at my own expense. All I ask in return is confirmation of refunds being processed. They do t want my business, then they can undo every purchase I made with them, respectfully. Though there is 2 items that were given as gifts and I cant return those particular items. When the business reaches out to me I can discuss the exact items to be returned for a full refund. 

  Customer Answer

  Date: 08/08/2023

  This is the return label for 4 of the items being returned. **** is in possession of the shipment and is expected to be delivered on Friday 8/11/2023. There will be another shipment in roughly one weeks time as well, which will include another item this seller is blatantly lying about me getting for free. 
  

  I request a full refund for every item being returned. Thank you. 

  Customer Answer

  Date: 08/08/2023

  Just in case the image is censored due to personal information I will type out the **** tracking number:  9434 **** **** **** **** 28

  Customer Answer

  Date: 08/10/2023

  Here is the return label for the item Lazer Designs is saying that I am "getting for free".  The tracking number is via ***** **** **** **** **** **** 96.

  Business Response

  Date: 08/21/2023

  After leaving complaint, customer returned all orders from the past from us, even if they were not defective. Per their request, we have issued refunds for all their orders for customized goods.

  Customer Answer

  Date: 08/21/2023

  I agree with with businesses statement for the most part. They did refund all orders that I returned, except for the one that began this whole issue. The item costing $271ish has not been refunded, though it has been returned. After speaking to business yesterday it was discovered that 4 of the 5 items returned were in fact refunded as the business states. But the 5th item, which has not been refunded, was explained as due to it being under dispute with the credit card. 
  

  though I dont have any reason to believe the business is lying about this one item and its refund status, the fact does remain that it hasnt been refunded yet. I guess we will have to wait and see what the credit card dispute department determines in the coming weeks or so, unless the business is able to find a way to process a refund for it beforehand. 
  

  but it is agreed by me that all merchandise in question has been returned to the business, and all but one of those items has been refunded by the business. 
  

  upon resolution by the credit card dispute team, whatever they decide to do I will communicate with the business at that time to resolve if it isnt resolved in a refund. 

  Customer Answer

  Date: 08/21/2023

   
  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.
  
  Sincerely,
  
  *********************