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:03/17/2023

  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.

  I did purchase a USB WiFi Adapter ($152.10 including shipping) on 2/16/2023. Prior to my purchase, I did chat online with tech/engineering representative to answer my questions - I specifically mentioned what I would be using the item for, and was assured that it would work great for such application. However, I discovered that the adapter did not perform as expected, and in fact was detecting less networks available (repeatedly) than other adapters I compared with. On 2/23/2023 I contacted the vendor and received RMA for a return (to troubleshoot the product), and asked for a refund. The return was delivered on 2/27/2023. I contacted the company on 3/2/2023 via online chat to check on status of my return, and was told that "It literally just came into the shop". Their return process takes 1-2 weeks, and I was reminded that, and they would sent me an email when it's done. It's past 2 weeks, and I have had no communication from the vendor.At this point I refuse to communicate directly with them, as I have read multiple reviews online about this very same return/refund practice - where the customer gets either ignored, or just provided an excuse that more time is needed to process the request.At least a follow-up communication to let the customer know about potential delay or development of their claim can go a long way. But total lack of communication and not meeting their own return process time window is not acceptable.For the record - I work in the IT field (15+ years), and I know how to use, test, troubleshoot such equipment. It took me only couple of days and several field tests to find out and discover the underperforming issue of the product. Surely it does not require 2+ weeks for engineering specialists to confirm it.I would just like to get a refund, please.Thank you!

  Business Response

  Date: 03/28/2023

  When a customer reports a dispute to their credit card company we respond to the credit card company directly & we no longer have any contact with the customer.

  We are behind in working our returns & as stated on the *** it would be processed within 1-2 weeks under normal. Testing had to go to an engineer because there were issues that needed to be tested further. 

  His refund was processed on 3-23-2023 as specified on his ***.

  Customer Answer

  Date: 03/28/2023

   
  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.

  The only note I would add here is this: Although I do understand the return policy (shipping cost + restocking fee are non-refundable), I do not agree with it in this particular case - if the item is tested and confirmed to be defective or not performing as advertised, then shipping cost and/or restocking fee should not be at the customer's expense...

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