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:07/27/2023

  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.

  This was the worst experience. This store sold me a scanner and when i got ready to use it . It was broken. The machine doesn't work at all. This store basically took my money and when i called them they said they are not going to make it right. This store is the worst place to shop. I advise everyone to go elsewhere with your money. This store is horrible.

  Business Response

  Date: 08/02/2023

  Dear Better Business Bureau,
  We appreciate your role in ensuring fair practices and bridging the gap between businesses and customers. We have received the complaint filed by our customer, and we sincerely empathize with their frustration. Our customers are our utmost priority, and we never intend to leave them dissatisfied with our service.
  However, there seems to be some misunderstanding, which I would like to clarify. The product in question was sold on buya.com, and the return policy is governed by their rules and regulations, not ours. As stated in their guidelines, customers have 14 days to return any product if it doesn't meet their expectations. The customer in this instance reached out to us after 31 days, which is well beyond the prescribed return period. This policy is in place to ensure both parties involved are treated fairly, and as such, we are bound by it.
  I regret to say that we cannot provide a refund given these circumstances. Nevertheless, we deeply regret the customer's unpleasant experience and understand that they are upset. We assure that our intention was never to leave any of our customers with a non-functioning product.
  If there's anything we can do to assist the customer in rectifying the situation within the scanner's warranty terms or help in connecting them with the manufacturer for technical support, we would be more than happy to do so. We wish to reiterate that we value all our customers, and their satisfaction is our priority.
  We understand the role of the Better Business Bureau in helping us uphold these standards and appreciate your attention to this matter. Please let us know if there's any other information you need from our end.
  Thank you for your understanding.
  

  Best Regards,
  ***************************

  President/Owner

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20386788
  
  I am rejecting this response because: The site policy is 14 days but does that mean they can sell broken goods online and get away with it. This is absolutely unacceptable. Either way it goes they sold me a broken piece of equipment.  And besides that . I purchased the item on that date but i didn't receive this item for another week or so due to shipping.  So it wasn't 14 days . I contacted this business once i got a chance to open and try to operate this item . And it was inop and no functional. This business is a rip off and they sell items to customers that is broken. This is ashame and it shouldn't go without being rectified 

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

  Business Response

  Date: 08/14/2023

  Thank you for expressing your concerns. I acknowledge your disappointment with the item you received, and I want to clarify our policies and position in this matter.
  We operate both in-store and through buya.com. In-store, customers have the opportunity to test items before purchase. Online, via buya.com, our return policy is clear and allows customers 14 days from the date of receipt to return an item if it is found to be non-functional.
  The tracking number 1Z4X16A50312414206 shows that the item was signed for by ******** and received on Wednesday, July 05, at 11:05 a.m. Your contact with us occurred 31 days after we sent out the item, which is well outside the 14-day return window.
  It's important to emphasize that these policies are in place to protect both the customer and our business, allowing adequate time for testing and verification of a product's functionality. The return policy was set with a fair timeframe in mind, and adhering to it is essential for maintaining consistency and fairness in our business practices.
  While I genuinely understand your frustration, our policies are clear, and we must adhere to them. We do not have the ability to make exceptions to this rule, and therefore, we cannot accept a return or offer further assistance.
  Your feedback is valuable, and I appreciate you taking the time to share your experience. It will be considered as we continuously evaluate and improve our business practices.
  If you have further concerns regarding this policy, I suggest contacting buya.com, as they regulate the return policies for online purchases made through their platform.
  Thank you for your understanding.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20386788
  
  I am rejecting this response because:
  This is absolutely a rip off. **** company should make this right and this is not the way to treat a paying customer.  If a business is allowed to rip off customers and sell broken goods than this is absolutely ashame.  You should not be in business if this is  how your going to treat a hard working customer.  This is worst customer service experience ive ever had. No matter what if you sell something something thats broken you should make it right. Thats the right thing to do. Im not asking for nothing thats not due to me. Im only asking for the right thing to do as a human being. 
  Sincerely,
  
  *******************************