Complaints

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

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  Proxxon

  913 22nd Street Pl SE Hickory, NC 28602-7322

• 

  Prox-Tech, Inc.

  2555 Tate Blvd SE Hickory, NC 28602-1445

• 

  Proxxon

  PO Box 1909 Hickory, NC 28603-1909

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 ordered from Proxxon and changed my mind before receiving the item. I refused delivery, but *** delivered it anyway. I made four failed attempts to return the package through pickup and eventually returned it in person at a *** Store.I provided Proxxon with a drop-off receipt, store address, store number, and contact info for the store manager. Despite this, they refused to refund me unless *** pays out a claim.Ive remained polite and cooperative the entire time. In response, I received a hostile email from the companys president, ****** *****, saying:> If you want to move forward with legal action that is your prerogative. In my opinion this is a case of blame someone else for the mess I created.Ive filed a dispute with my bank, submitted a complaint to the ***, and am filing this to document the behavior of Proxxon and its leadership. I am requesting a full refund.

  Business Response

  Date: 04/01/2025

  Dear ******** Rupertty,
  

  Please see attached Word document.

  Thank you.

  Kind regards,
  
  ****** *****
  President
  PROXXON Inc.

  
  

  Customer Answer

  Date: 04/01/2025

  
  I am rejecting this response because:
  I am responding to the companys reply to clarify the facts and submit documented evidence.

  
  

  I did not threaten legal action. I professionally stated that I would file complaints with appropriate agencies if my refund was not issued which is a lawful and reasonable step, not a threat.

  
  

  The package was delivered by *** two days after I had refused delivery. I never opened it. I scheduled four *** pickups, which all failed. I then personally returned the package at a ********* and obtained a drop-off receipt. I provided Proxxon with that receipt, the store number, managers contact info, and offered assistance. I have been polite and cooperative throughout.

  
  

  I have attached:

  
  

  A highlighted email thread between myself and Proxxons representative, *****, showing my consistent professionalism

  
  

  The *** drop-off receipt

  
  

  A screenshot of my *** dashboard showing I refused the package, but it was delivered anyway

  
  

  The email I received from Proxxons president, ****** *****, and my calm, factual response

  
  

  Confirmation that I filed with the **** BBB, and the ****************************** (Complaint #CGS-445899) for full transparency

  
  

  
  

  These attachments prove that I acted in good faith and returned the item. Most importantly, you will see multiple statements from ***** confirming that I would not receive a refund until Proxxon received the product, which directly contradicts the companys response to the BBB.

  
  

  This situation has caused me real financial hardship. I am not seeking anything outside my rights only a refund for an item I properly returned and documented.

  
  

  Please see the attached documents, where all key points have been clearly highlighted.

  
  

  Business Response

  Date: 04/07/2025

  Good Morning Estefani Rupertty,

  *** contacted us Sunday, 04/06/2025 that they have ended their investigation and classified the package as lost.

  We are now cleared to file a claim which will be done this afternoon.

  As soon as *** approves the claim we will refund the Ms. ******** ********* for the canceled order.

  Thank you.

  Kind regards,

  ****** *****

   

  Customer Answer

  Date: 04/07/2025

  Consumer Response April 7,2025

  
  

  I acknowledge the companys response and have accepted that they are filing a claim and will issue my refund once it is resolved. I truly hope that process will not take long, as this situation has already been extremely difficult for me.

  
  

  That said, I do feel that this entire experience has failed me as a customer. I have been left in a state of uncertainty for far too long, despite repeated attempts to communicate and resolve the matter. The delay has placed serious strain on me as a single mother and small business owner who is doing her best to provide for her family under already challenging circumstances.

  
  

  This was never just about a packageit was about what that refund meant for my family at a critical time. I hope my voice is heard not just as a consumer but as a person. I appreciate the BBBs involvement in helping facilitate a resolution.

  
  

  Thank you.

  ******** Hernandez 

  Customer Answer

  Date: 06/09/2025

   
  I am rejecting this response because:
  
  ******** ********* **************************************** ************************** ************** June 9, 2025

  To: Better Business Bureau Subject: Proxxon Failure to Honor Refund After Claim Payout

  Dear BBB, This is a follow-up complaint against Proxxon, Inc. regarding their failure to issue a refund after *** confirmed a claim was issued for a lost package. I refused delivery of a package from Proxxon. *** later confirmed the package was lost in transit and issued a $100 claim to Proxxon on April 4, 2025. *** directed me to contact the sender for resolution. In their prior BBB response, the President of Proxxon stated I would receive a refund once the claim was paid. Despite confirmation that the claim was issued, Proxxon has not refunded me. They attempted to issue a refund, but due to delays on their part, I had already filed a bank dispute. The refund attempt was rejected automatically. I received an email confirming the attempt, which was later recalled by a Proxxon associate. I kept a copy. Since then, Proxxon has not reissued the refund and is still fighting the bank dispute, despite evidence supporting my case and their prior promise. I also reached out to their CEO in ******* via bilingual email, but received no response. I have submitted documentation showing: *** confirmation of the issued claim Proxxons refund approval The recalled refund email Their original BBB response promising a refund Despite this, I remain without a product or refund. Requested resolution: 1. Proxxon should stop contesting the refund with my bank. 2. They should honor their commitment and reissue the refund or allow it through the bank process. 3. I request written confirmation once this is resolved. The full amount owed is $193.05. My total loss was $193.05, but the BBB form forced me to enter $190. I only ask for the full amount I paid. Proxxon kept the funds despite receiving a $100 *** claim and providing no product. Thank you, ******** *********

  Desired Resolution:     
  Refund
  
  

  Business Response

  Date: 06/12/2025

  Hello,

  J *********** bank did NOT complete the dispute until 05/30/25 and released the funds on Saturday-05/31/25, so funds were NOT available in our bank until 06/02/25. Proxxon ONLY responded ONE required time to the dispute and J ********* is accusing Proxxon "However, your company has continued to actively contest that dispute,preventing the funds from being returned through the proper channel." As stated, we only responded once as required by *********** bank. *********** bank decided in Proxxon's favor.

  UPS Check# ******* was not received until 06/03/25 and was deposited 06/04/25. 

  J ********* has no one to blame but herself for the very long delay in getting the refund. Our store platform-******* will NOT allow a refund until the dispute is completed. The refund was processed today-06/12/25 at 1:14PM EST. This customer refuses to accept responsibility for her actions and extreme overreaction in this situation. Proxxon's legal team has advised no further direct communication with J ********* due to all the written threats she has communicated.

  Regards,

  ****** *****, Proxxon Office/Accounting Manager

   

  Customer Answer

  Date: 06/15/2025

  Despite Proxxons claim that a refund was processed, I have never received one. ***** denied my most recent dispute, which confirms no refund was posted to my account. *********************** representative stated the refund was issued through ******* Marketplacea platform I never used to place my orderand I informed her of this twice. That refund attempt was invalid and ultimately rejected due to the dispute being in process.Proxxons own president previously informed the BBB that a refund would be issued once the *** claim for the lost package was filed. That condition has now been met, as *** has officially marked the package as lost and confirmed that reimbursement was issued to Proxxon. Yet no refund has followed.Additionally, a CHIME supervisor acknowledged that my dispute was miscategorized and confirmed I am entitled to provisional credit under Regulation E if the issue remains unresolved within 10 business days. She expedited the dispute process and is personally reviewing why it has been consistently ********* this point, Proxxon has obstructed resolution by refusing to communicate and repeatedly issuing misleading statements. I am not requesting a forced refundI am requesting that Proxxon cease interference and allow the banking dispute to proceed lawfully and without obstruction.

  Business Response

  Date: 06/18/2025

  This is the FINAL time Proxxon will respond to this complaint.

  I've personally explained to this customer twice that ALL **************************************** orders are processed by *******. In my first attachment it shows this information at the bottom of each page in our online store - "PROXXON *** Powered by *******." There is NO OTHER WAY to process refunds to customers than through *******. I included the copy of the refund being processed Thursday-06/12/25. The second attachment shows the further comments regarding the refund being deducted from Proxxon's 06/16/25 remittance/payout with Acquirer Reference Number ***********************. Proxxon has no control over how long it takes the customer's bank to process the refund. It usually takes 7-10 business days. Proxxon has done all that can be done, there is no further action to be taken. This customer has twisted facts to fit her "victim narrative" while harassing, bullying and threatening Proxxon.