Complaints

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• Initial Complaint

  Date:07/19/2024

  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.

  Ordered a pair of Kevlar gloves and fire fans with covers, only looking for refuns for fans/covers. Nothing on their site mentions their fans shipping from ****** instead of their US based store gloves ship from **). Shipping was expensive but paid it thinking didn't have to pay much duty, but didn't know they were being shipped from ******* until they left *******. Received fans and paint was chipped and handle diameter NOT made according to specifications. They are refunding the product, but not the full return shipping which they said they would. I was a 100% refund as their handle diameter was listed incorrectly in inches and they were supposedly a fully US company so I focused on the diameter listed in inches and didn't notice their conversion between inches and cm was off. Measure the fans and theyre about 3.8 inches, not 3.5. They have since changed the diameter listed on their site to 3.75 (person who makes them lists their diameter accurately on their etsy shop). I specifically ordered these thinking they were coming from within ************* and would be made according to their specifications. This is false advertising. I was a 100% refund as I never would have ordered from them if I knew rhe handle diameter wasn't what I wanted and they weren't coming from within *************. I wouldn't have agreed to their 74CAD shipping if I thought I also had to pay duty. These fans were falsely advertised, both in where they ship from and their dimensions. These are large fans for spinning fire and I cannot use them safely as they ar too big for my hands. The company offered me a 40% discount to keep them, but that was afte right told them I can't use these fans (I did try, but they're too big and I'm not risking my safety spinning fire with a prop that's too big for me). I was a 100% refund for the entirety of shipping, both ways, as well as duty and every single cost related to the fans (not the gloves). Amount paid listed on this form below is in CAD.

  Business Response

  Date: 07/20/2024

  Hey ******, 
  
  We've been very responsive and catering to your needs. We do acknowledge that the website dimensions of the handle were off by 0.2" (an extremely minor discrepancy). We accepted your return, and refunded your for the fire fans, shipping charges, and tax.  We cannot refund you more than you've paid. 
  
  The majority of our props ship from the U.S. (North Carolina & ********), but some props ship from ******. All our props are hand-built to order, and we keep very high standards for what get's shipped out. We do sincerely apologize that there were a couple paint chips the size of a grain of rice, and that your fire fans had a handle that was 0.25" too large. We've refunded you in full for the fire fans cost (including tax and shipping). 
  

   

  
  

  Customer Answer

  Date: 07/22/2024

   
  I am rejecting this response because:

   

  They have not refunded the shipping costs. They have refunded 2/3 of the return shipping cost and none of the original shipping cost.

  They sent me an email showing *****usd being subtracted from the original fan cost. I sent them an email in return telling them this was misleading, as the *****usd they refunded was for RETURN shipping (it was also only 2/3 of the return shipping cost) and thus was not part of the original shipping cost. 

  The fan handles diameter measured 3.8. There was a visible difference in diameter of pictures I sent them vs other fans I had that were listed with a handle diameter of 3.5in thst measured as such. I felt a very noticeable difference in my hands, regardless of how much the company wants to downplay this. 

  They misrepresented their product. They were the ones that said they were refunding because of the chipped paint. They should have arrived chipped, but if they felt okay in my hands/the handle diameter was accurate, I wouldn't have returned them. These are larger fans thst I'm used to and thus heavier and I need them to feel comfortable I'm my hands. A small (0.3in) diameter difference feels quite different in your hands (think about how different a thicker vs thinner dumbbell or barbell feels even though it's a slight difference). 

  I don't appreciate them downplaying the fan issue or misrepresenting what theyve refunded me. They were not made as advertised and this entire situation could have been avoided had they been transparent about their products. Additionally, the fan handles weren't just chipped, the paint was uneven. Having smooth handles is important which they would know as these spinning around your hands and fingers.

  
  

  Business Response

  Date: 07/23/2024

  Hello, 
  
  You were refunded 2/3 shipping because you kept one of the two items ordered. Paint chipping was not downplayed. See image of paint chips attached. And in either circumstance, you were refunded the full price the product, along with tax and original shipping price paid. Upon second glance, we refunded the full tax amount paid, although one item was kept. So the refund was greater than necessary. 
  
  Sincerely, 
  Sacred Flow Art Team