Complaints

This profile includes complaints for Sonic Electronix's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sonic Electronix

  1100 W Broadway Louisville, KY 40203-2033

• 

  Sonic Electronix

  724 S 11th St Bay 7 Louisville, KY 40210

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:05/17/2024

  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 2 pair of ****** *********2 for 99.95$ a pair on 05/02/2024 my is Order ** ******** I only received 1 pair in my package , they asked me to take pictures of my package next to my shipping label, I guess to check if wieght was correct on shipping label compared to when they sent them . they put two boxes in side the shipping box(btw theres only enoughspace for 1 set of speakers in the shippingbox i explained that to the), but I don't think they knew there was only one speaker per box , so yea, the weight matched, but the number of speakers didn't now I've been going back and forth with them over emails and over the phone (there customer service over the phone seems like it's closed every other day which makes it more frustrating) and now I haven't heard anything from them so I guessed I'm just getting brushed off I tired to negotiate with them over the phone as in I send them back the package so they can reweigh the box and realize that I'm missing a pair .I ordered on may 2 it's now may 16 and i don't have my full order now I only get emails of there deals but I don't think I'm going to be dealing with them anytime soon

  Business Response

  Date: 05/19/2024

  Hi ******

   

  Spoke to ***** told him we are refunding and this was a listing issue which is already fixed. Thanks! 

• Initial Complaint

  Date:04/22/2024

  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.

  On April 14, 2024 I placed an order with Sonic Electronix for the Hertz SP 4.500 amplifier. The cost was $379.99 with $0 shipping fee. The order number is 24565563
  On April 15, 2024 I received an email confirming my order had been shipped. They also supplied a tracking number. See attached.
  On April 17, 2024 the order arrived at my house. When I opened the box I discovered the product inside was not the product I purchased. The packing slip detailed the item I purchased, but the item did not match packing slip information. I immediately contacted Sonic Electronix via phone. Once I provided them verbally with the information about receiving the wrong item, per their request, at 3:06 PM (4/17/24) I sent photo evidence of the product shipped and the packing list. See attached. As a result of my efforts, on April 18, 2024, Sonic Eletronix sent me the message below. When I called the Warranty Dept I was asked to send a copy of the shipping label. I sent the information to Florence in the Warranty Dept. At 12:20PM on April 18, 2024 I receive a voicemail from Sonic Electronix stating they do not carry the item I was shipped so the return claim was denied.
  
  RE: RA# 551305
  Thank you for continued support.
  We regret to inform that we're unable to accept your return request. Please review our return policy in order to better understand our terms and conditions.
  If you feel your request was denied in error, please contact us immediately.
  Sincerely,
  Sonic Electronix
  Warranty Department
  ************ 
  Thank you BBB for your help with this urgent matter.
  ****** ****

  Business Response

  Date: 05/03/2024

  Hello ******

   

  I wanted to provide you with an update regarding SE Order # ********* I've spoken with *** **** directly, and I'm pleased to inform you that the issue has been successfully resolved. The customer now has the correct item in their possession.

   

  Thank you!

  *****

  Customer Answer

  Date: 05/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The issue was resolved because I reached out to the supplier of the product I was supposed to be shipped by Sonic Eletronix. April 22 was the last correspondence I had with Sonic Electonix. On April 29 I received a call from Elettromedia, the parent company of Hertz and Audison. They explained their company shipped the incorrect item to Sonic Electronix. They informed me they would ship me directly the correct product and provide a return receipt to ship back to them the incorrect product shipped by Sonic Electronix. I received a call from Chris at Sonic Electronix asking if my issue was resolved. There was no information from Sonic Electronix suggesting my issue was resolve until after I made contact with Eletttomedia. Chris with SE offered a $30 store credit. It is my belief the issue was resolved only because of my efforts by reaching out to other people to do what sonic electronic should have done.
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 05/10/2024

  Thanks for the response. Following your report of receiving the incorrect item, we took immediate action to address the issue on your behalf. On April 23, 2024, we reached out directly to the supplier to investigate the situation and ascertain whether an error occurred during the fulfillment process.

  Customer Answer

  Date: 05/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Sonic did not act quickly to resolve my issue. Again it was only after I made them aware of their fulfillment mistake be contacting the parent company that manufactures the item I wanted, did Sonic take action. It was only after the manufacturer called me to resolve the matter did Sonic contact me. It is clear to me that Sonic assumed I was trying to scam them when I could prove I was shipped the incorrect product. I provided enough evidence to ensure them there was a mistake on their end and I just wanted the product I ordered. That’s all I asked for, yet Sonics first response was to deny the return request without any investigation. 
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:03/18/2024

  Type:Product 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.

  Ordered a stereo wiring harness from their website and they ended up sending me the wrong part and will not send me a return label so I can send the item back so I can get a full refund

  Business Response

  Date: 04/01/2024

  Hello ******

   

  I hope this email finds you well. I wanted to provide you with an update regarding the recent complaint filed by customer Lorenzo Craighead, complaint number 21439249.
  
  I am pleased to inform you that we have already taken appropriate action to address *** *********** concerns. Specifically, we have processed a full refund for the amount in question, as outlined in the complaint. We have also informed *** ********* that the refund was processed on April 1, 2024, at 10:10 AM ET.
  
  If there are any additional steps required from our end or if you need further information regarding this matter, please do not hesitate to reach out. Kindly closed this case if no further action is needed.
  
  Thank you for your attention to this matter and for your continued support.

   

  *********

  Customer Answer

  Date: 04/01/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/01/2024

  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 purchased (2) ds18 subwoofers from sonic electronics when I received them I opened one box to see what they looked like but never removed from the box the next day the vehicle they where for was hit and totaled so I requested a refund I used affirm to make the purchase the total was 466.29 after they supplied a shipping label i sent back both speakers in the original packaging that they where shipped to me in and after 3 days of them showing as delivered I received an email confirming a refund for only half of the total transaction of 233.15 with no explanation I read there entire refund policy and can not find any reason why I did not get the entire refund back nothing was removed from the box they where never mounted or tampered with and sent back to the company in the exact same way and condition they where sent to me I want my remaining 233.00 refunded back to my original payment method

  Business Response

  Date: 03/01/2024

  I hope this message finds you well. I wanted to provide an update regarding complaint #********* I have personally addressed the customer's concerns, and we have successfully completed the refund process. Additionally, we extended our sincere apologies to the customer for any inconvenience caused.
  
  To further demonstrate our commitment to customer satisfaction, we have offered the customer discounts for future transactions. We believe this resolution aligns with our dedication to providing excellent service and addressing concerns promptly.
  
  Please let us know if there are any additional steps we need to take or if further information is required to close this matter.
  
  Thank you for your attention to this issue.
  
  

• Initial Complaint

  Date:02/28/2024

  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.

  Dear ********
  
  I am writing to seek clarification regarding the status of my refund for the car head unit. Despite previous assurances, I have not received any communication from *****, which unfortunately has become a recurring issue. Could you please confirm whether you are still handling this matter individually or if it is a joint effort between you and *****?
  
  Given the elapsed time—approximately 11 days—I urgently request that this issue be resolved promptly. I have also been in touch with ******, who informed me that they are awaiting your response. This delay has caused unnecessary frustration and expended considerable time and effort on my part, considering what should have been a straightforward process.
  
  Furthermore, I am disheartened by the lack of accountability from your company, particularly *****. From the outset, I have encountered challenges, including a case with FedEx. As you may recall, FedEx closed their investigation, advising that the resolution lies between your company and them. Specifically, they suggested opening a case for the lost, stolen, or misplaced package, dating back to approximately January 24th.
  
  Since the original incident, I have taken additional measures, including installing a doorbell camera to prevent similar situations. However, the time and financial costs incurred remain unacceptable. Although the original amount was only around $500, the total loss now exceeds $1100-$1200. I urge you to address this matter promptly.
  
  Sincerely,
  
  ***** ****** ************  The above is a copy of the last letter that I sent to Sonic and I have not heard back from ***** the Manager or ******* the manager. I spoke with someone last week and they assured me that the refund had been issued. Although ****** shows me as being behind on this payment. I need my money.

  Business Response

  Date: 02/28/2024

  Hello ******

   

  I hope this message finds you well. I am writing to provide additional information and clarification regarding BBB complaint ********** which concerns an order from Sonic Electronix.
  
  Attached to this email, you will find all the necessary supporting documents demonstrating Sonic Electronix's compliance with the requirements related to Jason Verdun's order. As previously communicated, *** ****** reported to us and confirmed that he lost his package as he was not at home during the delivery attempt. Consequently, a claim was filed with FedEx, and we have attached the relevant documentation for your reference.
  
  It is important to note that FedEx verified the successful delivery of *** ******'s package, leading to the denial of his claim. Despite this, Sonic Electronix cooperated fully with the process and provided *** ****** with the necessary information. We were later informed by ***** from ****** that a dispute investigation was initiated, and we promptly supplied the required details to express our commitment to cooperation (see attached screenshot). On February 26, we received a response from ****** stating that *** ****** was found responsible for the order, and ****** would retain in our favor the payment for the said order (attached for your review). We believe this complaint is unfair, especially considering that during a call with an ****** supervisor, ******* we directly inquired about refunding the customer. ****** explicitly advised against a refund, and *** ****** was present during that call.
  
  In light of the situation, Sonic Electronix is willing to demonstrate goodwill and extend a courtesy refund of half the order amount, hoping this gesture reflects our commitment to customer satisfaction and resolving this matter amicably. The customer refused this offer. Sonic Electronix remains committed to resolving this dispute amicably and seeks your assistance in ensuring a fair and just outcome for all parties involved.
  
  We made every good faith effort to help the customer. We had the matter investigated by FedEx and another third-party. Even ****** (the customer’s selected payment method), have stated to us to not refund the customer. At this point, we are trying to make every effort to rectify the situation and still assist a customer with a resolution. The impression left on us is that this was not a first time scenario for this address and or customer. We are not accusing, but we are defending our integrity.
  
  Thank you for your attention to this matter. We appreciate your assistance in facilitating a resolution.

   

  *********

   

• Initial Complaint

  Date:02/26/2024

  Type:Product 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.

  Do not purchase anything from this company they are the worst company I have ever had to deal with! It has been 3 weeks since I placed my order and finally told them just to cancel it was told on Friday it was cancelled and I would receive a refund and email so I went and purchased a different radio this weekend and this idiots instead decided to finally ship my order then going to tell me since they didn't cancel it they now have to wait for the package to return to them before I can receive a refund!!! Don't do it better off going anywhere else!!!

  Business Response

  Date: 04/01/2024

  Dear ***** *******
  
  I hope this message finds you well. I wanted to provide you with an update regarding our recent conversation about customer **** ******.
  
  First and foremost, please accept my sincerest apologies for the delay in updating you. As we approached the Easter weekend, I was out of the office, which unfortunately led to a delay in communication.
  
  I want to inform you that I did speak with customer **** ****** last week, addressing the concerns regarding her order delays. During our conversation, I explained the reasons behind the delays and assured her that we were taking necessary actions to rectify the situation.
  
  The delay in response was caused by our thorough investigation to identify the root cause of the problem. After careful examination, we found that it was a combination of issues involving both the courier service and warehouse personnel.
  
  I am pleased to inform you that we have closely collaborated with our marketplace operations team to identify areas for improvement. Subsequently, we have implemented the necessary changes to ensure that similar issues do not arise in the future.
  
  Furthermore, as a gesture of goodwill and to express our sincere apologies for the inconvenience caused, we have issued a full refund to the customer. Additionally, we have provided **** ****** with future discounts for retention purposes.
  
  I'm grateful to report that **** ****** expressed her gratitude for our efforts to address her concerns and was thankful for the resolution provided.
  
  Once again, I apologize for any inconvenience caused by the delayed update. Should you require any further information or assistance, please do not hesitate to contact me.
  
  Thank you for your understanding and support.
  
  Warm regards,

   

  *********

  Customer Answer

  Date: 04/01/2024

  
  
  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,
  
  
  
  **** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/08/2024

  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 completed a transaction with this company in April of 2023 for a car stereo. Unfortunately, the stereo went out recently (I came to discover the stereo in question has a known factory defect) and I had to ship it back to the company at my own expense. The company claimed in an email to me that I would receive store credit for the product, to which I protested because I was given the impression they would repair the product and send it back.
  
  This resulted in them sending me an email that claimed they had "requested my higher-ups to have your RA credited to the original payment method. Rest assured that I will closely monitor the progress and update you as soon as possible."
  
  Unfortunately, Neither of those things has happened. Not only has the company failed to refund my bank for the 300 dollars they owe me (which does not include the shipping and handling costs), but they didn't even bother to credit it to my store account. This is unacceptable and blatant theft.
  
  They need to either credit the store account as promised (see emails attached) or refund my bank.

  Business Response

  Date: 02/08/2024

  Dear Better Business Bureau,
  
  I hope this message finds you well. I'm writing to update you on the resolution of the complaint filed by ******* ********
  
  I contacted *** ******* and confirmed that a refund of $324.74 was processed on February 8, 2024, at 08:54 AM CST to his original payment method. He acknowledged the refund during our call, expressing satisfaction with the resolution. To further show our commitment, we provided him with $20 Sonic Bux for a future purchase.
  
  I apologized for any inconvenience, and we concluded the call amicably. Given that *** ******* is satisfied and no additional action is needed, we kindly request closing the complaint.
  
  We value the Better Business Bureau's role and appreciate your attention to this matter. If you need any further information, please feel free to reach out.
  
  Sincerely,
  
  *****

• Initial Complaint

  Date:12/04/2023

  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 set of ds18 speakers for a utv that quit working after a couple hours of use. I filed for a return with store credit and was approved, after they received my return they changed the approval to an exchange for same product. I called and the representative said there was nothing they could do.

  Business Response

  Date: 12/27/2023

  Greetings,

  I hope this message finds you well. We wanted to inform you that we have successfully assisted *** ****** ***** by issuing store credits as he requested and there has been no further communication from the customer since. We believe our resolution has met their expectations. If there are additional steps required to officially close this case, please let us know.

  Timeline:

  12/2/23 4:22PM - Customer complained he was committed to have store credits but returns only approved it as exchange/replacement due to item being in stock
  12/2/23 4:36PM - I spoke with the customer and also corresponded with our returns team for further advice
  12/4/23 8:53AM - We have successfully processed store credits and sent an email to the customer - no further customer interactions 

  Thank you,

  *********

   

• Initial Complaint

  Date:11/27/2023

  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.

  I ordered subwoofers from sonic electronix thinking they were dual 2 ohm subs. In the description of the subwoofers it stated dual 2 ohm but I guess the order was submitted for dual 4ohm.
  Long store short, 1 of the subwoofers got really hot during break in process. I requested refund next day.
  After 48hrs of no communication, I reached back out to get an update. Finally they sent a return label.
  
  I returned both subwoofers since they were somehow discontinued as soon as I bought them.
  I got an email stating the refund was processed. I waited about a week and never heard or saw any change on the payment option I used.
  
  I reached back out again to see what happened with the refund. The rep told me a credit was issued for in store credit in the amount of 136.00.. My order was 262.00.. They took both subs and only refunded my money for 1. That's stealing!!!
  
  I called back to speak with another rep. I was told that I could keep the credit of 136.00 and they would still refund the entire amount to the payment option i used.
  Great! Good deal!
  Next thing I know, about two hours later, someone from sonic electronics calls back. They say they waived restocking fees and refunded the amount to my payment option but could not leave the credit on my account but offered $30.00 instead.
  My issue is that I should not have to advocate for myself as a shopper at your establishment.
  I was told I was getting a credit of $135.00 and that's what I expect.
  Do not have refunds plastered everywhere if you charge restock fees at "15-25%" and have a refund department that pays no attention to what's being returned.
  
  I should not have to advocate for myself as a shopper at your establishment.
  absolutely terrible
  Spent too much time on this horrible experience. I would hate to order something else and something not be right or missing. Not willing to take the chance.
  Nothing about this plays screams experts

  Business Response

  Date: 01/03/2024

  Hello ******

   

  I hope this email finds you well. I am providing a brief update on the case filed by *** ****** ***** (Complaint ID: ********). Efforts to reply directly to the notification I received today were unsuccessful, prompting this separate communication. Please find below the key steps taken to address *** ******* concerns:
  
  1. Customer Contact: On 11/27/2023 at 13:39:14, we promptly reached out to *** ***** to understand and address his concerns.
  2. Resolution Steps: We issued a full refund and an extra $30 in Sonic Bux for future use to rectify the situation promptly.
  3, Internal Review and Coaching: Identified and addressed instances of misinformation by coaching the involved representative to prevent future occurrences.
  4. Supervisor Follow-Up: Our Customer Service Supervisor, ******* *****, conducted a call with *** *****, resulting in his satisfaction post full refund and incentive. No further interactions were recorded.
  
  If no additional steps are necessary, we kindly request closing the case.
  
  Thank you for your understanding and assistance in facilitating resolutions.
  
  Sincerely,

   

  *********

  Sonic Electronix

• Initial Complaint

  Date:10/18/2023

  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.

  On 06/20/23 I bought a pair of speakers on Sonic Electronix website for 159.99. I tried them out and did not like them, so I submitted a request for a refund and it was accepted, minus a restocking fee. The refund amount was 145.00 if I recall correctly.
  
  For this order, I used Affirm to pay for it. About a month or so after I mailed the item back I had paid off the loan with Affirm and asked them about the refund (they say their policy is that you must pay off the loan in full before they will send you the refund, even if they received it weeks before). They knew nothing about it.
  
  I emailed SE's support and they simply told me that they would forward my question about the refund status to the right department. After a week or so I sent another email and got the same response. About 2 weeks after this I sent another email and received the same response.
  
  They have given barely any information about this refund. I have asked them different questions but they won't answer them. They seem to have no intention of refunding me.

  Business Response

  Date: 11/30/2023

  We are looking into this matter immediately. We were moving during the months of June through August; however, it is no excuse for us to help this customer out. We sincerely apologize and will get a refund issued within the next 48-72 hours. We also have credited $50 store credit for the future with no strings attached.