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:01/21/2024

  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.

  Ordered product on Dec. 13, 2023. Paid $101.42.The product was never sent. I was sent several blanket emails stating that I would be contacted in 72 hrs. I have never been contacted by someone from customer service. Just sent more blanket emails. I asked that I just be refunded. I was sent a different blanket email that the product would be shipped by Feb. ****. No one will address the issue or offer me a refund. I believe they are a scam and I want my money back. It was deducted from my bank account on Dec. 13, 2023.

  Business Response

  Date: 02/18/2024

  Hi ***,

  I hope this message finds you in good health.
  
  We sincerely apologize for the inconvenience caused by the delays in fulfilling your Loop Lasso order, attributed to unforeseen carrier strikes with DHL and ***** Unfortunately, these circumstances were beyond our control. We understand that the initially proposed resolution involved upgrading your order to the Loop Lasso Nano, with an expected delivery date initially set for February, later extended to March.
  
  The adjusted shipping timeline has been strategically planned to facilitate the efficient transportation of units from our manufacturer to our warehouse. This meticulous logistical process is aimed at ensuring a seamless and reliable delivery of the **** Loop Lasso to your doorstep. However, we acknowledge your reservations regarding this situation.
  
  In response to your concerns, we have processed a full refund for your order, and you should have received an email notification regarding the cancellation and refund. If necessary, our team is more than willing to provide proof of the refund, and you can obtain the Acquirer Reference Number, serving as a unique code for verification with your bank.
  
  We appreciate your understanding and patience during this challenging time, and we remain committed to delivering a positive customer experience. If you have any further questions or require additional assistance, please do not hesitate to reach out to our dedicated customer support team.
  
  Thank you for your understanding.

• Initial Complaint

  Date:01/18/2024

  Type:Delivery 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 ordered a product from this company on 12/3/2023. They sent a email stating that they have been rushed with a overwhelming amount of orders and have been waiting for a shipment to come from overseas. I then was promised twice from this company that the order would be delivered before 12/24/2023 or the order would be completely free. The order would eventually arrive 12/27/2023. I contacted them to ask for the money back since I was promised by a certain date it would be delivered. They told me I could return it for the money back. I didn't want to return it I just wanted what was owed to me. Now they have insisted on refunding me 50% back and still not fulfilling their promise. All I want is to get what was promised back to me.

  Business Response

  Date: 02/03/2024

  Hi ******,

  I trust this message finds you well. I want to address your recent concerns regarding your order with us.
  
  Firstly, I sincerely apologize for the inconvenience caused by the delay in delivering your order. We understand the frustration, especially given the promised delivery date of December 24, 2023. The recent carrier strikes, which are unfortunately beyond our control, have affected our operations, and we acknowledge the impact this has had on your experience. It's important to note that our refunds policy explicitly states that circumstances such as carrier strikes are considered non-refundable.
  
  I appreciate your patience in this matter. After reviewing your case and considering your dissatisfaction with the initial 50% refund, I want to assure you that we value your satisfaction. As a goodwill gesture, we have decided to refund your account in full, reflecting the commitment we made to you.
  
  We understand the importance of fulfilling promises and sincerely apologize for any frustration caused. Your satisfaction is of utmost importance to us, and we hope this resolution addresses your concerns.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. Thank you for your understanding and patience throughout this process.

  Customer Answer

  Date: 02/03/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/18/2024

  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 a loop lasso for a Christmas gift for my husband. They said it would be shipped out the 26 of December and I was okay with that. They had a company promise arrives by December 31 or your money back! Well I still have not received my item, and now they are saying we cannot give everyone their money back or we will go under as a company sounds like they dont know what they are doing or how to run a business. You cannot make a business promise and then just decide to take it back! There should be repercussions for this bad business

  Business Response

  Date: 02/03/2024

  Hi Tera,

  I hope this email finds you well. I want to address your concerns regarding your Loop Lasso order.
  
  Firstly, I want to apologize for the inconvenience and disappointment caused by the delay in receiving your order. We understand the frustration, especially when it was intended as a Christmas gift for your husband. The delays in your Loop Lasso order was attributable to recent carrier strikes with DHL and ***** which were unforeseeable circumstances beyond our control.
  
  Regarding the promise of delivery by December 31st or your money back, I want to clarify that this was indeed our commitment. However, due to unforeseen circumstances, including delays in shipping, we realized that we would not be able to fulfill this promise. Consequently, we have initiated a refund for your order.
  
  I am pleased to confirm that your refund has already been processed. I appreciate your understanding and patience throughout this process. If you have any further questions or concerns, please do not hesitate to reach out to us.

• Initial Complaint

  Date:01/16/2024

  Type:Delivery 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.

  On 11/30/23 I ordered and paid $68.24 for two items from loop lasso as Christmas gifts. Other than order confirmation emails, the company sent at least two emails saying that the order was guaranteed to arrive by 12/24/23 or it was completely free. My order did not arrive on time as promised and instead it was delivered on 12/29/23, well after their promised delivery date. With this being the case, I reached out and asked for my refund that I was *********** since they promised and guaranteed that my order would be delivered by 12/24/23. Instead of offering a refund, I was told I could be put on a waiting list for their new product being released in February ****. I said no thank you, I want my promised refund. I kept getting the runaround and was told to pay for the return shipping and to return the items. The items were already given away as gifts so I was not going to return them and no where in their promises did it say anything about returning the items for a refund if they did not arrive on time. They continue to haggle with me, not wanting to refund me because there were circumstances out of their control, however a company with integrity and respect will honor their promise. They are not keeping their word or guarantee after making it a point several times that the order was guaranteed to be delivered or free. That is completely unethical and they are scamming their customers.

  Business Response

  Date: 02/03/2024

  Hi *****,

  I trust this message finds you well.
  
  We understand the inconvenience caused by the delays in your Loop Lasso order, attributable to recent carrier strikes with DHL and ***** which were unforeseeable circumstances beyond our control. Given the unique challenges you've faced, we want to assure you that there is no need to return the item. Instead, we encourage you to accept it as a gift or share it with your loved ones who you think will better enjoy our Loop Lasso.
  
  We appreciate your understanding during this exceptional time. To express our gratitude, we won't require you to go through the return process. Your satisfaction is important to us, and we hope this solution brings a positive resolution to the situation.
  
  If you have any further questions or concerns, please feel free to reach out to our customer service team, who will be more than happy to assist you. Thank you for choosing Loop Lasso.

  Customer Answer

  Date: 02/03/2024

   
  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,
  
  *************************************

• Initial Complaint

  Date:01/15/2024

  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.

  I ordered 3 of this company's products (Order #LL101699). With my order, I received an email stating, "Please note, your order is 100% guaranteed to arrive on or before December 31st, or its FREE that's our promise to you."I placed my order on December 10th and still have not received my product or a refund which I requested. All that I have received are excuses for why they will not honor their "promise". Very poor customer service. You should not make a promise you cannot honor any then weasel out of it by blaming others.

  Business Response

  Date: 01/16/2024

  Thank you for bringing the customer's concerns to our attention. We acknowledge the complaint and empathize with the situation outlined.

  
  We have proactively reached out to the customer via email to address the issue, offering the option to either proceed with the order or cancel it. The customer has expressed a preference to cancel the "unfulfilled" order and has initiated a chargeback, filing a complaint accordingly.

  
  While we fully understand and respect the customer's decision, we want to highlight that we are more than willing to cancel the order and provide a full refund, as per the customer's preference. However, the challenge lies in the fact that a chargeback has already been opened.

  
  To ensure a smooth resolution, we kindly request the customer to consider withdrawing the chargeback. We are confident in our communication efforts, having sent emails and even provided a form for the customer to express their cancellation preference. We want to assure the customer that their concerns are our top priority, and we are committed to resolving the matter satisfactorily.

  
  We believe dropping the chargeback would allow us to expedite the cancellation process and promptly issue a full refund. We genuinely value our customers, and our goal is to address this situation amicably.

  
  We appreciate your understanding and cooperation in facilitating a resolution. If you require any additional information or clarification, please feel free to contact us.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair 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 5 loop lasso and the owner/ceo made a promise that they would arrive on or before December 24 2023 or the order would be free and it arrived a week after leaving my kids out a gift on Christmas day and now there refusing to refund my money I want my refund

  Business Response

  Date: 01/16/2024

  Thank you for bringing your concern to our attention. We acknowledge the delay in the arrival of your order, and we appreciate your patience throughout this process. We have thoroughly reviewed the situation and communicated the underlying factors contributing to the delay.

  
  Throughout our correspondence, we have strived to maintain transparent and consistent communication. Despite the challenges and shortcomings, we have endeavored to propose alternative solutions to address the matter. Regrettably, it appears that the options provided, including a partial refund and a free upgrade, were not deemed satisfactory.

  
  We understand the importance of customer satisfaction, and we take all feedback seriously. However, it has come to our attention that the proposed solutions were declined, leading us to believe that the primary objective may be unrelated to resolving the issue but rather an attempt to acquire items without payment.

  
  To ensure a fair resolution, we kindly request that you return the items in their original sealed condition. Failure to do so may result in our inability to fulfill this request. Upon receiving the items in satisfactory condition, we will proceed with a full refund.

  
  We value your cooperation in resolving this matter promptly. If you have any further concerns or if there are specific details we need to address, please feel free to communicate with us directly.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21137862
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  It has nothing to do with getting  anything free it's about you making a promise that if it didn't arrive on time it was free and I have the email of you saying so.  you lied to people get them to order your product as a Christmas gift saying it would arrive on time and it didnt i ordered 5 and extra  string  and my kids went with out one of there gifts on Christmas day all I want is for you to honor your word IF THEY WOULD HAVE ARRIVED ON TIME LIKE YOU SAID THEY WOULD THIS WOULDN'T BE A PROBLEM my next step is to contact a lawyer if my refund isn't sent you can't fals advertise to get people to buy its illegal 

  Business Response

  Date: 01/30/2024

  I hope this message finds you well. I want to express my sincere apologies for the inconvenience caused by the delay in the delivery of your Loop Lasso order. Your feedback is highly valuable, and we take your concerns, as highlighted in your BBB complaint, very seriously.

  
  I understand the frustration you may have experienced due to the missed delivery deadline and the subsequent challenges in obtaining a return label. I want to assure you that we are committed to resolving this matter promptly and to your satisfaction. The delay in the shipment was primarily a result of uncontrollable circumstances, including holiday delays and unexpected courier strikes. Unfortunately, these unforeseen events disrupted our usual operations, and we deeply regret any inconvenience they may have caused.

  
  In light of the inconvenience caused, as a courtesy, we have decided that there will be no need for you to return the items. You may choose to keep the entire product for yourself or share it with your loved ones who you believe will benefit from using our Loop Lasso. This way, we hope to make amends for any disappointment caused by the delay and our failure to meet the delivery guarantee.
  
  Furthermore, I want to assure you that the refund for your purchase will be processed to your account. You can expect to receive the refund within **** business days, depending on your bank's processing times. I deeply regret any negative impact this situation may have had on your opinion of us, and I want to emphasize that we are actively working to improve our processes to prevent similar occurrences in the future.
  
  Once again, I apologize for any inconvenience you've faced, and I appreciate your understanding. Thank you for bringing this to our attention, and we look forward to restoring your trust in Loop Lasso.
  
  Wishing you a grateful day ahead!

• Initial Complaint

  Date:01/12/2024

  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.

  Date of transaction: 12/3/23 Amount: $333.90 Commitment: "100% guaranteed to arrive on or before December 24th, or its FREE"Dispute: The devices did not arrive before 12/25/23. They arrived on 12/30/23. When I approached them requesting a refund, they declined and stated that the "100% guarantee" would not be honored.Business Resolution: They have stated that they can't afford to honor their guarantee and offered to take the product back for a full refund.Account and tracking #s: ORDER #LL92120 / **** ********************** Advertising: When I purchased the loop lassos I was informed that they would be delivered prior to 12/25/23. I also received an email confirming the guarantee.

  Business Response

  Date: 01/16/2024

  Upon reviewing our previous communication, it was observed that you initially agreed to initiate a return for a refund, and we promptly provided a return label.

  
  To provide context, your order was placed on December 3, and at that time, you were given the opportunity to cancel it. We explicitly inquired about your preference to proceed with the order, and you did not opt for cancellation. It's important to note that the item in question was not highlighted on the website as a selling point, and your decision to purchase it was not influenced by any such promotion.

  
  Throughout our interactions, we have prioritized transparent and consistent communication. Despite facing challenges, we have actively proposed alternative solutions to address the matter at hand.

  Unfortunately, it seems that the options presented, including a partial refund and a complimentary upgrade, did not meet your expectations.We value customer satisfaction and take all feedback seriously.

  However, it has been observed that the proposed solutions were declined, leading us to suspect that the primary objective may not be focused on resolving the issue but rather on acquiring items without payment.

   To ensure a fair resolution, we kindly request the return of the items in their original sealed condition.

   Failure to comply with this request may hinder our ability to proceed with the refund process. Once the items are received in satisfactory condition, we will proceed with issuing a full refund.

  Customer Answer

  Date: 01/24/2024

  Dear *****,

  My goal for this complaint was to alert the BBB of Loop Lassos deceptive business practice. They enticed customers to purchase their product by guaranteeing the product would arrive prior to a December 25th. They even offered a 100% refund if they failed to meet their guarantee. They failed to deliver the product and then reneged on their 100% refund guarantee. I feel it disingenuous to say that I'm only looking to receive free product when that was the very enticement they were offering to get me to buy their product. How dare I ask them to meet their own stated obligations? Instead of asking to keep all 11 of the loop lassos for free, in accordance of Loop Lasso and my original purchase agreement, I only asked to keep 2 and a shipping label for the remaining 9. I feel this is an equitable resolution. 
  
  I have yet to receive the return label to ship the items back to them. After seeing this message I sent another request for a return label yesterday. If you can assist with receiving the shipping label I would greatly appreciate it.

  Thank you,
  *****************************

• Initial Complaint

  Date:01/11/2024

  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.

  I ordered products from Loop Lasso on 12/4/2023, they guaranteed delivery by Christmas. They sent two status emails on 12/4/2023 and 12/13/2023 with a guarantee that my order would be delivered by Christmas or my order would be free. An email dated 12/21/2023 stated my order shipped on 12/21, a tracking number was provided. I didn't receive my order by Christmas. I inquired about my order on 12/27. I informed them that the tracking status hadn't changed since 12/22, stating that acceptance of the package was still pending. The response I received gave the tracking number I already had and said that estimated delivery is subject to change as the package will be handed to **** for final delivery, no mention of the guarantee. I inquired again stating that I already had the tracking number but it hadn't changed since 12/22. It was unclear to me if **** even had my order or if the tracking number had just been generated. I mentioned the guarantee I was given that my order would be free if not delivered by Christmas. What followed was a string of replies in which they tried to offer me their new product, they tried to get me to ship back my order for a refund, and they tried to offer a 25% refund and their new product. I am not interested in their new product. I want them to honor the guarantee. They are attempting to NOT honor their guarantee that my order would be free if not delivered by Christmas. They shouldn't have made that guarantee if they had no intention of honoring it. I find the repeated emails with other offers harassment. They will not stop and just honor their guarantee.

  Business Response

  Date: 01/16/2024

  Thank you for your message. 

  To provide context, your order was placed on December 4, and at that time, you were given the opportunity to cancel it. We explicitly inquired about your preference to proceed with the order, and you did not opt for cancellation. It's important to note that the item in question was not highlighted on the website as a selling point, and your decision to purchase it was not influenced by any such promotion.
  

  Throughout our interactions, we have prioritized transparent and consistent communication. Despite facing challenges, we have actively proposed alternative solutions to address the matter at hand. Unfortunately, it seems that the options presented, including a partial refund and a complimentary upgrade, did not meet your expectations.

  
  We value customer satisfaction and take all feedback seriously. However, it has been observed that the proposed solutions were declined, leading us to suspect that the primary objective may not be focused on resolving the issue but rather on acquiring items without payment.

  
  To ensure a fair resolution, we kindly request the return of the items in their original sealed condition. Failure to comply with this request may hinder our ability to proceed with the refund process. Once the items are received in satisfactory condition, we will proceed with issuing a full refund.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21132813
  
  I am rejecting this response because: once again the company is not acknowledging or taking accountability for a promise that was made and then broken. My order was placed 12/4, and I received an email on 12/4 from the founder stating "Please note, your order is 100% guaranteed to arrive on or before December 24th, or it's FREE - that's our promise to you." I had no reason to cancel my order because it was guaranteed to arrive before Christmas. My order was received on 12/30. 

  The fact that the item in question was not highlighted on the website as a selling point is irrelevant. A promise was made by the founder of the company and not kept. 

  The primary objective of my responses to the company absolutely is focused on acquiring items without payment AS GUARANTEED BY THE COMPANY'S FOUNDER MULTIPLE TIMES. 

  The company response to the BBB is in line with all of the responses I've received from them, ignoring the promise made and attempting at all costs to avoid honoring the promise made. This is in bad faith, plain and simple.

  I will not be returning the items received because that was not the guarantee made by the founder. It would be an even further inconvenience to me. 

  I received an email today from ******* with the company that at least finally acknowledged the promise made. I responded to that email and agreed to the 50% refund. However, it does not change the fact that they have been acting in bad faith.

  I have attached the email correspondence between the company and me. I want this complaint logged to caution consumers about the lengths to which this company will go to avoid honoring their promises.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/11/2024

  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.

  ************ stated that the product would be delivered before Christmas with an email from ceo. If I did not receive by Christmas it would be 100% guaranteed free. I did not receive before Christmas. ************ is not doing what they stated. I have two emails with proof of this matter.. ************ is very dishonest.

  Business Response

  Date: 02/03/2024

  Dear ******,

  I hope this message finds you well.

  We understand the frustration caused by the delays in your Loop Lasso order due to the recent carrier strikes and unforeseeable circumstances with DHL and USPS.
  While our standard Refunds Policy doesn't typically cover parcels impacted by such events, we recognize the unique circumstances surrounding your order. Given these circumstances, we want to offer an alternative solution.

  There's no need to return the item; please consider it as a gift from Loop Lasso. Alternatively, if you feel inclined, you may share it with your loved ones who you think will better enjoy our Loop Lasso product.

  We appreciate your understanding and patience during this time. If you have any further questions or concerns, please feel free to reach out to our customer service team, who will be more than happy to assist you.

  Thank you for choosing Loop Lasso.

• Initial Complaint

  Date:01/09/2024

  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 11/24/23 I purchased 4 loop lasso and the ** string pack. On 11/29/23 I received an email from the founder stating that my purchase was 100% guaranteed to arrive by 12/24/23 for my order would be free. I received another email from the founder on 12/13/23 stating they were still on track to have my order to be delivered by the 24th, guaranteeing once again it would be free if not, and listed 4 steps they were taking to include talking to shipping companies, flying to help pack shipments, and upgrading the shipment to Next Day ******* to ensure a timely delivery. My order was shipped **** priority on 12/22/23 and did not arrive until 1/2/24. I contacted the company on 12/25/23 to ask how to get my money back for the guarantee. 12/27/23 company responded that they do not do refunds for things outside their control like the *** strike and **** delays and said I could keep my order and possibly receive the new model coming out in Feb. 12/27/23 I responded that the email from founder stated the guarantee and my money should be refunded. 12/28/23 Company said they would refund if I sent product back. 12/28/23 I stated that I would not send it back and should be refunded since they guaranteed it. 12/29/23 company sent me their return policy from their website showing they don't refund due to external forces. 12/29/23 I sent my final email stating that the shipment was guaranteed by their founder, steps were suppose to be taken to ensure timely deliver (shipped *** vice ****) and they were not, and that if they had no intention of keeping the guarantee they should not be making it. I told them they could fix it or I would report them to BBB and social media. I have not made any comments on social media yet, but I am reporting the company for failing to get their guarantee. Also discovered that the ** string pack was missing from package. Will be contacting company about that but not sure what the outcome would be. I have included in the resolution though.

  Business Response

  Date: 03/12/2024

  Dear *****,

  I trust this message finds you well. We appreciate your patience and understanding as we address the concerns regarding your recent Loop Lasso order.

  Firstly, we would like to acknowledge the challenges you faced due to the delays in delivery, and we sincerely apologize for any inconvenience caused. We understand the importance of the guaranteed delivery date as communicated by our founder, and we acknowledge your frustration.

  Upon careful review of your case, we would like to highlight our standard Refunds Policy, which typically doesn't cover parcels impacted by external events such as carrier strikes and unforeseeable circumstances, as outlined on our website. However, we recognize the unique circumstances surrounding your order.

  In light of your specific case, we want to make an exception and offer you a full refund without the need to return the items. We understand the importance of honoring our guarantees, and we appreciate your cooperation in resolving this matter.

  Furthermore, we have taken note of the missing ** string pack from your order. In reviewing your conversation with our colleague, it appears that the missing strings were located together with the parcel you received. Nevertheless, we understand the importance of this component, and if there are any further concerns or if you require assistance regarding the ** string pack, please do not hesitate to let us know.

  We value your feedback, and we are committed to improving our processes to ensure a more seamless experience for our customers.