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:09/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 4/1/23 I purchased the royal brand paper shredder from ***. I received the shredder mid April. I used the shredder the day it was delivered. After reading the instruction i learned the shredder did not need to be oiled at all. (Pre Oiled) I immediately notice the smell of gear oil. It being new i thought nothing of it and assumed it would go away within a couple of days like most new products. After a month the smell was still there and worse, if i ran it for more than 10 minutes the smell was like burning tires. I feared it would trigger my vertigo so i started opening all the windows and doors and the exhaust vent when i am going to run the shredder. I called Royal a few times in May and June, the Phone just rang, no answer. I put the shredder to the side and covered it. I had to cover it with a towel otherwise the smell just kept seeping. I called Royal again in late July and finally spoke to *** in support. She took my information and told me someone would call me back soon, especially since it was effecting me physically. I waited almost two weeks and no call back. I called Royal back and *** answered again and told me that it was determined that the shredder was unsafe for me to use. *** explained what i needed to do to get a upgraded replacement over the phone and in my email. I followed all instruction to return what was needed and instead of a Different shredder (upgrade) I was given the same shredder that was deemed unsafe for use.I called the company back immediately and *** answered again. She told me the shredder i had was the top of the line. I asked her why would you send me back the same unsafe shredder. I told her i want my money back or a New Shredder that Is not pre oiled in manufacturing. She said i have to call ***. I called HSN. i was told if i had called them within 30 days they would have given me my money back. *** offered me 25 dollars credit. $25 does not get me my new shredder!

  Business Response

  Date: 10/15/2024

  Dear BBB of NJ,

  We have reviewed the complaint from the consumer about their product and complaints of service.

  The product was replaced under warranty even though there was nothing wrong with the original unit.  All new paper shredders do have some form of lubricant on them to maintain the lifespan of the blades.    There is no manufacturing defect with the item they purchased from HSN nor the replacement.  

  Even though we are not required to do so, Royal is willing to refund the consumer once we are in possession of the working unit including a copy of the original HSN invoice for the purchase.  We have previously sent the consumer a prepaid label to return the working unit for the return.    I also personally attempted to reach the consumer by telephone today to to expedite bringing this open issue to a close. 

  Kind ************************************************** Manager
  Royal Consumer Information Products

  Customer Answer

  Date: 10/18/2024

  
  Complaint: 22272296
  
  I am rejecting this response because:

  In the response  from ****************** he stated he tried to contact me by phone and he also sent me a Prepaid Label to return the shredder.

  I received a Voicemail from Mr. ******** and I responded by leaving a voicemail letting him know that I Never received that Prepaid Label. I

  waited for His call back that never came. I also checked my email again before typing this response. The last email i received from Royal was 8/20/24.

  
  
  
  
  Regards,
  
  ****** ****