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:03/31/2025

  Type:Product 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.

  I purchased a door lock that turned out to be defectiveconfirmed by the companys own *** team. I followed their return process, but now theyre refusing to issue a refund due to minor marks from attempted installation.Their return policy feels intentionally strict and unfriendly to consumers. All Ive received are automated responses with no resolution.I've filed a chargeback, posted this review to warn others, and will escalate to the Florida Attorney General and small claims court if needed.

  

  Business Response

  Date: 04/04/2025

  Hi *******,

  
  We appreciate your feedback and want to clarify the situation regarding your return request. After reviewing the video you provided, our Tech Team determined that the issue was due to an incompatibility between your doors mortise and the ******************** rather than a defect with the product itself. We also suggested potential solutions, including using the included single-point mortise, but understand that modifying your door may not have been your preferred option.

  
  Since you chose to return the lock due to incompatibility, we provided you with a return form in accordance with our policy. However, the item was received with visible damages, which affect its eligibility for a full refund. Our return policy requires that products be in resellable condition. We have implemented this policy to ensure that all our customers receive products in the best possible condition.

  
  If you have any further questions, feel free to reach out and well do our best to assist you.
  

  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23137483

  
  Reason for Rejection of Response:

  
  The product I received was defective. I also explicitly requested that it not be shipped back to me, as I am not currently residing at that address anymore.
  Whats more concerning is that when I logged into your refund platform and entered my order number and email, it showed that a full refund had already been processed. Ive attached a screenshot of this for reference.
  I forwarded this to my credit card company, as this information indicates that it should have been refunded.

  Your refund policy is, in my opinion, unfair to consumersany product that requires installation will inevitably show signs of use during testing. This does not mean it was used improperly; it was necessary to determine that the product was defective, which I confirmed along with a certified locksmith. It was also compatible with my door which I verified with your prior to purchasing the product.

  Given that your system shows a full credit was processed, I expect that the credit card dispute will be resolved in my favor. I also trust you will not contest it, as your own records reflect that the refund has already been issued.

  If I need to take this to the next level because a refund was not processed or the dispute was not honored, I'll be filing an attorney general complaint in *******, and then a lawsuit in *********** ***********************************************start="1235" data-end="1238">*******

• Initial Complaint

  Date:02/20/2025

  Type:Delivery 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.

  I bought a "smart valve" from the website on Jan 23, 2025. I needed the part by 2/4. I paid for 7-9 days shipping. Did not receive the item or a tracking number by 2/3 so I sent an email to cancel the order. On 2/4 I got an email back that they couldn't cancel and tracking info would be "imminent" and that I should return the item once I got it. I got no tracking info. On 2/14 I got an email that the item was "on its way". But I still never got a tracking number. They took and kept my money under false pretenses. Never delivered the product. I signed up with ************ and got the same part as I ordered here the same day (2/3) from a different vendor at a better price. Based on what I see in other complaints, this company is collecting money and blowing people off. Is that criminal?

  

  Business Response

  Date: 03/20/2025

  We are writing in response to the complaint filed by **** ********* regarding his recent order placed on January 23, 2025, for a Smart Valve Controller. We understand and regret the frustration caused by the delayed delivery of this order.

  
  To clarify the timeline of events:
  January 23, 2025: The customer placed an order for the Smart Valve Controller with an estimated delivery timeframe of 7-9 business days.
  February 3, 2025: The customer, not having received the item or tracking information, requested a cancellation via email.
  February 3, 2025: A phone conversation took place. Our representative acknowledged an unprecedented incident at our logistics warehouse that caused significant delays in fulfillment and shipping. We sincerely apologized for this disruption and informed the customer that we were actively working to resolve the issue. The customer insisted on canceling the order. The representative committed to checking the order status and providing an update regarding the cancellation request via phone or email.
  February 4, 2025: Customer support reiterated to the customer via email that the cancellation request was no longer possible as the order had entered the fulfillment and shipping process. We also informed the customer that tracking information would be available soon.
  February 21, 2025: The customer filed a chargeback with their payment provider, along with posting multiple reviews and complaints across various platforms.
  February 26, 2025: The order was delivered to the customer successfully. 

  
  We acknowledge the customer's frustration with the delayed shipment process and delivery. However we want to emphasize that the delays were a result of an unforeseen incident at our logistics warehouse. We made every effort to communicate the situation to the customer and provide updates as they became available. We did not intentionally induce the delay. Our goal is always to meet our delivery targets and provide a positive customer experience.

  We have responded to the customer's chargeback complaint and are addressing this BBB complaint with the same information.
  While we understand the customer's decision to purchase the same product from another vendor, we want to reiterate that the original order was ultimately delivered. We understand this does not negate the frustration the customer went through.

  We sincerely apologize for the inconvenience and frustration caused by the delayed shipment.
  

  
  

• Initial Complaint

  Date:12/01/2024

  Type:Product 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.

  I ordered one of the door locks on October 24th, November 2nd I asked to cancel it because there were still no tracking numbers showing that it was in route. The tracking number I did find went nowhere. Upon going to a different place it showed that they just printed the label and that was it. I needed it the weekend of November 1st. I had to get one from a local store instead. After I tried to cancel it, they quickly proceeded to send it out. I had already canceled it. I returned it to them and they said they would not give my money back and I still have to pay for the warranty. This tracking number shows they received it back from when I returned it.17311705889147660245976336525813 they try to say that it needed to go to a different location. Reality is if something was wrong on my address would it really go to some place that had nothing to do with them? So now they have the lock and refuse to give me the money and I still have to pay the warranty. I've tried multiple times to talk to them but because they sent it after I canceled it they believe they are in the right. I really would like my money back. They have it and will sell it again to make double.

  

  Business Response

  Date: 01/02/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the cancellation of your order. We take all customer issues seriously and want to provide a thorough explanation of the situation.
  Upon reviewing your case, we confirmed that you requested to cancel your order due to a perceived delay in fulfillment. However, as per our company policy, which is clearly stated on our website and order confirmation emails, our standard fulfillment process takes 3-5 business days. Once an order enters the fulfillment stage, it cannot be canceled.

  We strive to be transparent about our shipping and processing times. In your case, you placed your order on October 24, 2024, and it was shipped on November 1st, well within our stated fulfillment window.

  We understand that you may have been dissatisfied with the product. In such cases, we offer a 30-day return window for eligible items. However, it is important to follow our return policy procedures, which include contacting our customer service team for return authorization and instructions. Unfortunately, our records indicate that you returned the item without initiating this process, resulting in the item not being received at our returns facility.

  We empathize with your situation, but we must adhere strictly to our company policies to ensure fair and consistent practices for all our customers. We value your business and hope you understand our position.

  If you have any further questions or concerns, please do not hesitate to contact our customer service team.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22623732
  
  I am rejecting this response because: I talked to people from your company through the whole process and no one stated it had to be sent a certain way. You now have it. It is in  your possession. The lady who did the order for me was on the phone and not through the website. She worked for you. She never mentioned there was any problem with sending the order right away. I cancelled before it was started in your fulfillment center. There is no mention of how to return from either the lady that put the order in through the phone or the person I talked to from your company through email. Again, you have the product. I see it went to you. I did not know you were from another country where it had to get here to start the process of getting it to me. Again, you keep talking about the website but a lady called me. Your employee called me and put in my order. Your employee called me. I did not put an order in through your site. Your employee did and did not mention a long wait, in fact she implied if there is any problem, you would take care of it. She acted like you stand behind your product like an ***************** This is why disclosure is so important. You have the door lock, either return it to me or return the money. Your employees never stated how it was to be returned when I was telling them I no longer needed it. If  your employees are deceptive, you need to deal with them.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/30/2024

  Type:Product 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.

  TL;DR I purchased a smart locker for $507.32, but it arrived with scratches. I took pictures and attempted to return it, but my return was rejected due to the scratches. I pointed out that the previous pictures already showed some scratches, but they still refused the return because return reason didn't mention the scratches.DETAILS I purchased the smart door lock sleek on 7/28th and paid for $507.32. The package was delivered on 8/2th, and I opened the package on 8/6th and took some pictures for return purposes.The smart lock has a couple of questions; It has lots of scratches in the locker and the locker doesnt match from the website (color/shape).I communicated with them on 8/8th and highlighted some really bad scratches from the locker, they told me the scratches in the tap can be ********** has more scratch from the picture but I haven't mention it. I mailed it back which delivered on 8/16th. I received email on 8/21th saying the item is being inspected and it might take up to 2 weeks and no any email after.I received the package back which delivered to the old address directly without contacting me, I moved to a new address and spent some time to figure it out. I emailed them on 9/18th to ask whats happening.They not accept the return due to some scratch and the package not pack as the instruction. From the inspection picture, they circle the scratch that already show up in my previously returned picture. I told them that but they still reject due to I hadnt mentioned it in the return reason. They ignored those existing scratches from my picture and they do not accept the return due to other scratches. How I can make some scratches by taking a picture and putting it back? I already placed another locker order on 8/9th in after I submitted the return. I asked them why the customer needed to pay the full amount for the scratch product. They just said sorry and no other follow-up after 9/20th. An apology worth $500 thats how the company makes money.

  

  Business Response

  Date: 10/17/2024

  Hello ********,

  
  Thank you so much for sharing your feedback. We truly appreciate the opportunity to review your concerns and clarify the situation. It seems there was a slight misunderstanding in the return request, as it mentioned that the product didnt meet your expectations but didnt include the details about the damage to the products body. We apologize if this caused any confusion. We do want to highlight that it's important all relevant details are provided when submitting a return request to ensure that every concern is fully addressed in line with our return policy, which we follow closely to ensure consistency and fairness for all our customers.

  
  Additionally, we perform thorough inspections once a product is returned, and during the inspection of the lock, we found that it had incurred additional damage, possibly during transit due to improper packaging, which we do advise is the responsibility of clients, that the products are returned properly so as to not be damaged in transit. 

  
  Your understanding on this matter is greatly appreciated and we thank you once again for bringing this matter to our attention. 

  
  

• Initial Complaint

  Date:05/02/2024

  Type:Product 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.

  On February 24, 2024 at 10:35AM, I placed order #**** with the Connected Shop. This order was for a door lock. Shipping was timely, but upon installation the product proved to be faulty. It would not turn on, so there was no way to lock it without it immediately unlocking upon pulling the handle. I contacted support, jumped through the 'Troubleshooting' hoops, and provided a video of the nonfunctional lock to the Connected Shop before finally receiving return authorization. I shipped the lock back to the Connected Shop, expecting a refund in keeping with the guarantees they advertise all over their website. To my dismay, they shipped the faulty lock straight back to me. They also sent an email indicating that there was a torn wire harness in the lock (which I assume was the faulty piece), and letting me know that they would not be refunding my money because their inspection noted scratches on the lock body. This lock was installed on my front door for less than a week, and was never dropped or otherwise mishandled while in my possession. In fact, the video I sent confirming the lock was nonfunctional shows every angle of the lock. Of course, no scratches are visible. I took this video immediately before uninstalling the lock and packing it up for return shipping. All I want is my money back. Companies should not be able to sell completely nonfunctional products and keep the money from those sales, especially when one of their primary advertising points is the availability of returns and refunds.

  

  Business Response

  Date: 05/13/2024

  
  Hello ******,

  
  Were sorry to hear about your dissatisfaction with your recent purchase experience.

  
  Regarding the functionality issue you experienced, we appreciate your efforts in troubleshooting and providing a video of the lock. However, upon receiving the lock back, our Returns Team in our facility in ******* found that the lock does turn on and operate as intended. We have sent you a video demonstrating the functionality of the lock.

  
  We understand your frustration with the return process and want to address your concerns. Our refund policy is designed to uphold the quality standards of our products and to ensure fair treatment for all customers. As per our policy, refunds are issued for items returned in brand-new condition (unused, no scratches, scuff marks, dents, defects). Unfortunately, during our inspection, we found scratches on the lock body and damaged wire which did not meet the criteria for a refund. We have sent you photos as proof of this damage.

  
  We want to assure you that we take product quality and customer satisfaction seriously. We have thoroughly reviewed your case and the evidence provided. While we cannot offer a refund due to the scratches found on the lock body and the fact that the lock does work as intended, we are committed to finding a satisfactory resolution for you.

  
  Additionally, it's important to mention that the reason for the troubleshooting hoops you mentioned is to avoid situations where clients return used locks that are not faulty and then cannot receive their refund due to cosmetic damages incurred during use. This process helps us maintain fairness and integrity in our refund policy.

  
  Please feel free to reach out to us directly if you have any further questions or concerns. Once again, we apologize for any inconvenience caused and appreciate your feedback as it helps us improve our services.
  

  
  

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21657679
  
  I am rejecting this response because: The Connected Shop has not done anything to make this right. They are still claiming that I somehow caused scratches on the lock body (which are clearly not present in the video I sent before shipping the lock back to them). They are still refusing to refund my money. While I understand that they wrote they are "committed to resolving this issue," they have taken no steps to actually do so. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/27/2024

  Type:Delivery 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.

  Order placed February 24, 2024. I purchased a smart lock. Just like every one else who returned the lock without any physical damage(I never installed the lock) they took pictures of the packaging which was already damaged by someone else as it was obviously returned before and they found a bunch of scratches I did not cause. They are refusing to refund people and I even paid $100 just to ship the lock back to them. They have a history of ripping people off this way by refusing to accept returns.

  

  Business Response

  Date: 05/13/2024

  Hello *****,

  
  Were sorry to hear about your dissatisfaction with your recent purchase experience.

  
  Upon reviewing your case, we'd like to reiterate that our refund policy, as outlined on our website at ************************************************************, clearly states that for a refund to be issued, the item must be in brand-new condition (unused, no scratches, scuff marks, dents, defects). However, upon receiving your returned item at our facility in *******, our Returns Team conducted a thorough inspection and found it to be damaged. We have sent you photos as evidence of the item's condition upon return. We understand your frustration regarding the return process but our return and refund policy is in place to ensure fair treatment to all our customers and to maintain the quality of our products. It's important to note that we handle returns regularly and issue refunds without any problem, as long as the product is in the same condition you received it in. 

  
  Additionally, we have a dedicated team that inspects items prior to shipment to ensure they are in good condition. We understand that issues may occur during transit when returning the product; that's why we advise proper packaging of the product  to avoid damage during transit, as stated in our refund policy.

  
  Please feel free to reach out to us directly if you have any further questions or concerns. Once again, we apologize for any inconvenience caused and appreciate your feedback as it helps us improve our services.
  

  
  

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21635646
  
  I am rejecting this response because: the connected shop is doing the same refund scam to me that they did to everyone else in their many negative reviews who returned an item. Sabotage your opportunity to make a return because they dont want to lose out on taking your money. 
  
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 06/13/2024

  Good day, attached are photos showing the item's condition upon return. According to our refund policy, outlined on our website at ************************************************************, a refund can only be issued if the item is in brand-new condition (unused, with no scratches, scuff marks, dents, or defects). However, upon receiving the returned item at our facility in *******, our Returns Team conducted a thorough inspection and found it to be damaged with scratches, scuffs, and signs of use, as is shown in the photos attached.
  

  

  Business Response

  Date: 06/13/2024

  Good day, attached are photos showing the item's condition upon return. According to our refund policy, outlined on our website at ************************************************************, a refund can only be issued if the item is in brand-new condition (unused, with no scratches, scuff marks, dents, or defects). However, upon receiving the returned item at our facility in *******, our Returns Team conducted a thorough inspection and found it to be damaged with scratches, scuffs, and signs of use, as is shown in the photos attached.
  

  

  Business Response

  Date: 06/13/2024

  Good day, attached are photos showing the item's condition upon return. According to our refund policy, outlined on our website at ************************************************************, a refund can only be issued if the item is in brand-new condition (unused, with no scratches, scuff marks, dents, or defects). However, upon receiving the returned item at our facility in *******, our Returns Team conducted a thorough inspection and found it to be damaged with scratches, scuffs, and signs of use, as is shown in the photos attached.
  

• Initial Complaint

  Date:04/18/2023

  Type:Product 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.

  I purchased a door lock for ******. The day I received it I tried to install it. It was not working correctly. I immediately called to try to start return. I had to call numerous times and email numerous times for them to finally give me a return number and stated they would send me a return label. I never received label so I called 3 more times and emailed twice. Only for them to tell me I had to do mine own return label etc. I asked what address because that wasn't given to me. I got the run around and customer service was null. I sent it back the next day after I got information on address to have it sent back to. Now I receive an email saying they found a scratch and they are not issuing return. There was nothing wrong with the lock. No scratches nothing wrong. I read reviews and others have had this same issue. I feel they don't want to take returns back and try to not answer calls or emails to try to get you to not return the items. Now they are just keeping the lock and taking my money. Please help me to get my money back.

  

  Business Response

  Date: 04/21/2023

  Hello **********************,

  Firstly, we apologize for the inconvenience caused by this unfortunate experience. We always strive to provide a great shopping experience to our customers and this is not something we want to happen.

  Regarding your concern with the refund, we believe that reporting it to BBB and escalating the issue is unnecessary as we have a process to follow when issuing refunds. From the time that we receive a return, we state in our emails to you that it can take up to 2 weeks to issue the refund. We have a process, and a logistics department that handles refunds and this is the length of time it can take. 

  When you reported the issue with the wallet to us on March 27, 2023, we corresponded via email to troubleshoot the problem. After a few days, we concluded that you needed to return the item, and on March 30, we sent you an email to submit a return request to get an RMA #. You submitted the form the next day, and we advised you to wait 1-2 business days for us to provide the return label.

  On April 2, we sent you the return instructions and return shipping label. The **** tracking updates show that the return arrived on April 5.

  As was stated and in accordance with our return process, it takes about two weeks for our logistics department to inspect the items and put them in the flow to get a refund. You received an email confirmation when we received your returned product and other information in regards to the time it takes to receive your refund. Counting from April 5, the refund would have been scheduled yesterday or earlier, depending on the inspection process.

  We checked and found that the refund was in fact processed on April 18, 2023. Please note that it may take 3-7 business days for the refund to reflect in your account, depending on your bank. The *** is still pending, but rest assured that you will be credited soon.

  In conclusion, we are sorry for any confusion but opening a case against us with the BBB when you did not give us our allotted 2 weeks to issue the refund was unnecessary and of bad faith. We hope in the future you can have a little more patience and would have reached out to us to clear any confusion. We are always available via chat, email and phone call from 9am - 9pm Monday to Friday.

  Best Regards.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19953869
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  March 21,2023 = Date if transaction. $94.97 = Amount paid Item purchased = Defective Wallet. Item has been shipped and I have yet to receive my refund.

  

  Business Response

  Date: 04/20/2023

  Hello **********************,

  Firstly, we apologize for the inconvenience caused by this unfortunate experience. We always strive to provide a great shopping experience to our customers and this is not something we want to happen. Regarding your concern with the refund, we believe that reporting it to BBB and escalating the issue is unnecessary as we have a process to follow when issuing refunds. From the time that we receive a return, we state in our emails to you that it can take up to 2 weeks to issue the refund. We have a process, and a logistics department that handles refunds and this is the length of time it can take. 

  When you reported the issue with the wallet to us on March 27, 2023, we corresponded via email to troubleshoot the problem. After a few days, we concluded that you needed to return the item, and on March 30, we sent you an email to submit a return request to get an RMA #. You submitted the form the next day, and we advised you to wait 1-2 business days for us to provide the return label.

  On April 2, we sent you the return instructions and return shipping label. The **** tracking updates show that the return arrived on April 5.

  As was stated and in accordance with our return process, it takes about two weeks for our logistics department to inspect the items and put them in the flow to get a refund. You received an email confirmation when we received your returned product and other information in regards to the time it takes to receive your refund. Counting from April 5, the refund would have been scheduled yesterday or earlier, depending on the inspection process.

  We checked and found that the refund was in fact processed on April 18, 2023. Please note that it may take 3-7 business days for the refund to reflect in your account, depending on your bank. The *** is now available and rest assured that you will be credited soon.

  In conclusion, we are sorry for any confusion but opening a case against us with the BBB when you did not give us our allotted 2 weeks to issue the refund was unnecessary and of bad faith. We hope in the future you can have a little more patience and would have reached out to us to clear any confusion. We are always available via chat, email and phone call from 9am - 9pm Monday to Friday.

  Thank you.

  
  

• Initial Complaint

  Date:02/23/2023

  Type:Product 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.

  The company has treated very unfairly and went against their words. I was told by two individuals working with the company a return label will be processed and sent to me via email and a credit will be issue. Both individuals not only agree and offered that as the best solution. An unknown individual send me an email stating he will not ***** what was promised. I received the order on 2-14-23 and I initiated return on 2-15-23 only 24 hours later. I have recorded voice conversations which I would like to provide as evidence as well as several emails.

  

  Business Response

  Date: 03/14/2023

  When the client contacted our Sales Team, one of the sales representatives has recommended her to send us an email with the information of her current door and lock setup so that ************* can recommend her the right model and size before purchasing.

  But when they tried to follow up with her again, she already went ahead and placed the order. Later the client find out that the one she ordered doesnt have a mortise because she chose the no mortise option. We extended our help again and ask for information about her setup so we can recommend which mortise size to get.

  However, she just wanted to return it fearing that it might get past the 30-day return policy. So, we guided her again to fill out the return request form. We approved it and because the reason for the return is size doesnt fit, it is approved with our standard return process in which the customer will pay for the return label. She wanted and insisted to get a return label in which we cannot do unless it was our fault that she bought the wrong size and item that was our recommendation but it was her choice.

  We were communicating with the client since Feb 15, 2023 and our last email to her regarding this issue was on Feb 17, 2023 in which we apologized and explained to her the timeline of events, our return policy and her next steps.
  We acknowledge that there was a miscommunication from the time of her inquiry up until she initially requested a return that stirred up conflict leading to this complaint. We sincerely apologize for our mistake and we will definitely take this case as a reminder to do better with our service moving forward.

  She didnt respond to our last email but after a few days, she contacted us for support because she tried to install it and she was glad that someone guided her over the phone. She also tried to purchase a mortise but it was too big so we offered again to recommend but she didnt send the information we needed. Instead, she just decided to return everything because it didnt fit to her setup and needs. She also emailed us on March 14, 2023 that she already shipped it and so this complaint was already resolved in both parties.

  Therefore, this case should be closed as we have reached a solution and we hope for your consideration on this matter. Let us know if you need anything else from us. Thank you!