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:04/04/2024

  Type:Service or Repair 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.

  I placed an order on March 19th for a specific model ergonomic mouse, paying using PayPal. I did not receive a shipping notification within the expected timeframe so I called and left them a voicemail asking about it on March 27th. I got no response. I filed a complaint with PayPal on March 29th which apparently prompted the company to ship me something. I received the package (ship date March 29th) on April 1st but it contained an entirely different product from the one I ordered. I again left a voicemail with the company and messaged them again through PayPal asking for a refund and a prepaid label to ship back the incorrect product. They said they would look into the return process but have since stopped replying to me.

  Business Response

  Date: 04/04/2024

  First of all please accept our apologies regarding the inconvenience created by the handling of this order, it certainly does not reflect the level of service we strive to provide our customers. As the very first dedicated egonomic product e-commerce store in North America and in continuous operation since 1996 we take customer complaints very seriously and wish to resolve this quickly and effectively.

  In the case of this order, we experienced a back-order from the factory for the wired version of the Contour Mouse and were unable to ship within the normal timeline stated on our product page. Having looked back at the order history we note that our system broke down and the customer was not notifed which has probably lead to much of the issues created here and we must own that and apologize. We did however keep in close contact with the factory while monitoring this back-order situation. Ultimately, we were successful in having the factory ship the wireless version of this item at no additional cost to the customer as a goodwill gesture, we were happy about this customer upgrade. The factory (Contour Design) shipped the latest and most up to date version of their Contour Mouse. We subsequently learned on April 2nd that the customer was not satisfied with the newer design of the Contour Mouse and wished to return for full refund. We agreed we would begin this process right away and have contacted the factory for an RMA #. This particular factory can be somewhat slow in responding to return requests, however we have never had a situation where that request did not get addressed, as of this writing (Apr 4th) we have not yet received the RMA # to facilitate return to the factory, but we have no doubt that will be forthcoming. The very moment we receive this from the factory it will be forwarded to the customer along with the shipping label.

  Customer Answer

  Date: 04/04/2024

  Complaint: 21527482
  
  I am rejecting this response because:

  The company keeps pretending that the product I was shipped is materially similar to the one I ordered when they are not even close to the same design (a fact an ergonomics company should appreciate; it is not simply that I wanted a wired mouse and they sent a wireless one. The product is completely different and unsuitable for my particular hand injury).
  

  Because they shipped a completely different product, I do not accept that I should have to wait for a refund. I will, of course, gladly ship back the product they sent as soon as they can send me the shipping label. But as this situation is their mistake and the amount of money is not trivial, they need to refund me immediately. 

  
  Regards,
  
  Kathryn Volk

  Business Response

  Date: 04/08/2024

  We are happy to report that the factory has responded today with a prepaid shipping label to be used to return the items you are unhappy with. Here are the instructions the factory included: Please use the attached prepaid shipping label to return your original units to us.  Please include everything the mouse came with to avoid any restocking fees. 

  While we certainly understand your desire to have your refund processed as quickly as possible, we desire that very same outcome, there is a process that this factory imposes upon us for returns in a case such as this. This would be the exact process you would be required to follow no what what reseller you purchased this Contour Mouse from, it is not at all unique to our store. Please be assured that we are very much motivated to bring this to a successful conclusion for you and will follow the tracking and communicate with the factory to ensure they deal with the return and refund as quickly as possible.

  We appreciate your patience during this time and apologize again for the inconvenience.

  
  

  Customer Answer

  Date: 04/08/2024

  Complaint: 21527482
  
  I am rejecting this response because:

  First, I will ship the product back using the label. But, importantly, you continue to financially punish me for your mistake. I don't care that the factory has a process for returns and that "it would be the same no matter what reseller I purchased" from. The point remains that I DID NOT PURCHASE THE PRODUCT THAT WAS SHIPPED TO ME. YOU SENT ME A PRODUCT I DID NOT ORDER AND REFUSE TO REFUND ME FOR  THE PURCHASE YOU DID NOT AND CANNOT FULFILL. You should be the ones taking the short term financial loss while waiting for the product I did not order to be returned,

  I again demand an immediate refund of the $229.90 you charged me for the order you never fulfilled.

  
  
  Regards,
  
  Kathryn Volk

  Customer Answer

  Date: 04/09/2024

  For completeness and because the company still insists on calling what they sent me an "upgrade" instead of a completely different product from what I ordered, I attach two pictures. What I ordered was a contour mouse (contour_mouse.jpg) and what they sent was a completely different product, the unimouse (unimouse.png). They bear no similarity and I did not approve the change in product. Had they contacted me about the contour mouse being unavailable, my order simply could have been cancelled. Thus I should not have to wait for them to process the "return" of the product I did not order to get a refund.

  Customer Answer

  Date: 04/23/2024

  I would like you to note that the company’s incompetence continues. I still have not received a refund, and it took UPS three attempts to deliver the product that I never ordered back to them. This additional delay, combined with the delay in even issuing the shipping label is unconscionable. They have refused to issue a refund until receiving back the product I didn’t order. They shipped me a product I didn’t order so that they didn’t have to refund my order in the first place. They delayed giving me a way to ship it back. And they delayed receiving it. And they apparently still haven’t processed it. This is incompetence indistinguishable from malice and fraud. 

  Customer Answer

  Date: 05/07/2024

  I note that they never bothered to reply within the requested 10 days. I filed a dispute with my credit card company and they found in my favor. So at present I have finally been refunded the money ergopro.com held onto for 2 months while never providing the product, though the refund was not issued voluntarily by the company.