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:03/18/2023

  Type:Service or Repair 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 purchased aunit 24V-SS11 snow joe battery operated snow shovel on 1-21-22 from local menards. with this past use of the electric shovel, it broke where the battery slides into the slots. i attempted to return the product at the local menards, where purchased, however they no longer carry snow joe products. i contacted snow joe customer service via phone and spoke with ******* in the phillipines, who created a warranty claim. however indicated that the product is out of stock with no knowledge of when it will be back in stock to have replaced to me. frustated, i reached out to the snow joe company via email. they too informed me that the product is out of stock with no knowledge of when or if the product will be avalible. as a customer, i purchased the product due to the reputation of the company and the warranty. the reason for my report is: the company is falsely providing a warranty inwhich they are incapable of honoring. also, the company has no response to my second email seeking either a alternative product of equal or higher level and or a refund. this is a copy of the company response: "Unfortunately, the unit 24V-SS11 is currently out of stock and we have no exact timeframe on when will this be back on stock." case number: *******

  Business Response

  Date: 03/20/2023

  Hello *****,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 03/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  however, my attempts with reaching out to the company to resolve this matter has been exhausted, hince the reason for the BBB contact report. if you would like to have your represenative reach out to me and invest their time, as i have, i would be willing to speak further. 

  Update - on 3-20-23 i did receive a call from a snowjoe represenative and a replacement model will be sent to me for no charge. the represenative did ask that i return my broken on to him and would send me a paid return postage, which i have not received to date. the only issue i have with doing this, is that , again I have to invest my time and gas into figuring out a way to package the old unit and drive to a *** to drop it off. which is not fair to ask for me to do. 

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

• Initial Complaint

  Date:03/17/2023

  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 Snow Joe electric shovel from ********** on January 8th. I used it a couple of times and it seemed to work ok... Until I noticed the HUGE scratches that it had left all over my deck. We just had our deck refinished last fall and now there are scratches/gouges EVERYWHERE. It's awful... I called into the Snow Joe customer service line on 2/27/23 and provided them with the purchase date (1/8/23), The order number (WP56774067), The purchase amount ($98.60), the model number (323E) and the serial number ***************. I was told that I would hear from someone in the next couple of days. I received an email back with ticket number ******* on it. I waited until March 4th when I responded to the email stating that I had yet to hear from anyone, and still, heard nothing from Snow Joe. I then called them on 3/15/23 and gave them my ticket number and was assured that the matter was being escalated and that someone would contact me that same day.Still nothing.I don't like to complain and rarely do. I understand when products don't live up to the hype...but when they damage your property its an entirely different matter. This is completely unacceptable. I spent $5100 just last September having someone pressure wash, sand & stain my entire **** sqft deck and it needs to be done again now. It looks like garbage. I have attached a few pictures but could definitely provide more if needed. The scratches are literally everywhere.

  Business Response

  Date: 03/20/2023

  Hello ****,

  
  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  ********************** + ********************** 

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair 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.

  Purchase Snow Joe 24V-X2-20SB-CT-RM last summer in preparation for winter. First use was only February and the unit immediately tripped its overload. This with minimal snow load. The issue does not stop and the advice from Snow joe is as follows 1. Have the battery(s) RELEASED from the battery compartment and make sure all 3 green lights are on for each battery. 2. After placing the battery(s) in the battery compartment and make sure you hear a click when positioning it, indicating it's locked into position. 3. Next, stand behind the unit and press down on the blue circle button for only 10 secs. 4. Once the 10 secs are up, let go. 5. Press down again on the blue circle button, keep your finger in place, and pull back on the lever.Now can you imagine doing that every 30 seconds...Contacted support and got the same response every time (5 steps). Attempted to discuss a return but out of warranty (because of early purchase and delayed use). In the end they basically said tough luck, take it to a repair shop yourself. Pretty poor customer support in my opinion, though was offered 10% off my next purchase...no thank you after this fiasco I want SJ to respond and support their customers rather than throw it back into our laps to correct

  Business Response

  Date: 03/20/2023

  Hello ******,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe 

  Customer Answer

  Date: 03/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 customer relations manager was outstanding in his support and reinstalled my confidence in SnowJoe
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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.

  Snowjoe has failed to honor their warranty on a defective product. I purchased a snowsjoe snowblower Jan. 1 2022. It failed to operate properly in January 2023. Snowjoe acknowledged the warranty applied and advised me over the phone it could not be repaired and had to be returned for a replacement. They asked for a video of the machine showing the defect. I complied. They asked for the purchase invoice and I complied. Since then they have made one unreasonable demand after another on me. First they wanted me to return it to *********** I did not have a way to do this. A ********** rep spoke with a SJ rep (in my presence) who agreed to have the machine picked up at my home and issue a ********** store credit. BUT, then SJ advised me if they picked up the machine I would have to accept a replacement machine. I said OK. Then a rep advised me they no longer sell the same model and I'd have to pay an additional $500 for another model; I said no way. Then they said Ok but I'd have to put the machine on a pallet for the courier. I wrote them and said 'I don't have a pallet, have the courier bring one'. No, they said and then added I must also 'box the machine and ******************' for the courier. I, again said I do not have the means to box and pallet this large machine! Then I recommended we box and pallet the defective machine by using the box and pallet from the replacement machine. They said no, so I told them I was sick of being jerked around and was sending all this correspondence to my attorney (which I did). Then they wrote and said ok they would allow this. By this time I had no trust in them and made requirements of my own. I wrote them and said: They had to allow me enough time to operate the replacement machine to ensure it operated properly and the courier needed to be advised they would be responsible for boxing and palleting the defective machine for transport and, if the replacement machine did not operate correctly the courier would take both machines and Snowjoe would refund me my purchase price of the defective machine. I told them I had no intentions of going through this again. I said if the replacement machine operates properly I wanted assurances I would have a full warranty on it. Snowjoe has been silent ever since. I wrote them 3 days ago asking if they were going to honor the warranty. No response. Now I'm asking you to resolve this. I will accept the replacement machine they have offered IF it is NEW and operates correctly and I get a full warranty on it. Otherwise, I want a refund. *********************

  Business Response

  Date: 03/15/2023

  Hello *****,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 03/16/2023

  
  Complaint: 19595136
  
  I am rejecting this response because:Nothing has been res9oved yetl. I received the Voice Mail message around 11:50 am yesterday and called ****** back around !:20pm. I was connected to a VM message  I left a message asking him to call me back. It's been about 27 hours since I left the message. I have not received a return call. I'll try sending an email now that I have his email address. I couldn't decifer his email address from his VM message yesterday. *********************

  
  :15PM
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/23/2023

  Hello *****,

  I am sorry to hear about this matter.  However, after looking up your account I see that you have already spoken to Kleber where we are assisting in your request to return the unit for a refund.  We appreciate your patience in this process and we assure you we will take care of this matter.

   

  Thank you 

  Customer Service Team

  ********************** + **********************

  Customer Answer

  Date: 03/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I agree in principle with the response. However Snowjoe must still pick-up the machine from my home and issue me a checik for its full purchase price. I have 'boxed' the unit onto a pallet as required by the company and sent them a photo. They have acknoedged this. I am now waiting for Snowjoe to provide me with the courier information and the Bill of Lading. I have been told it will take up to six weeks from the date the unit is returned to the date the check will be issued. Therefore I will keep the complaint open until I receive the payment. *********************
  
  ***********************

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair 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.

  My spouse bought snow joe SJ618E. The the lower shoot broke off after 2 uses. On Jan 31 I was told that there is a back order on the replacement and I would receive an email when in-stock. Feb 27 I requested a replacement, prior to sending it back, I realized that the shoot is an issue with this model. I called back and request a refund to purchase a different model and was told that I could get a store refund to which I agree. I returned it per their instructions on Mar 1st for a store credit. I called and notified them that the item was received by *** and was told that they need my invoice to which I sent shortly after. I rec'd an email "Your request #******* has been updated from Snow Joe. *************************** (Snow Joe) Mar 1,2023, 2:02 PM ESTPlease note that it may take 24 to 48 hours to process your store credit refund after the item has beenreceived. Once the refund has been processed, you will receive an email notification with the details of your store credit. Kind Regards, *************************** Snow Joe + Sun Joe *************** 48 hours later I rec'd an email stating that the warranty replacement has been shipped. I called to find out what was going on and was told that it will take another 24 to 36 hrs for the credit to be processed. I've contacted customer service many times since then and they all sound like trained robots, with the same apology. On Mar 8 i got a call from someone stating that they were a supervisor and that he will personally call me back within 24 hours to confirm the credit refund, I haven't heard from him. In one of my call I was told the the store credit was less for restocking fees. I asked the agent how can she retock a broken product, she said she understood and said was a customer too. My interaction Mar 8 to 11 *******, *******, *******. They have my snow blower, they have my $264.96 and I have many promises of a refund, or store credit. At this point I want a full refund. They have my money and they have the snowblower.

  Business Response

  Date: 03/13/2023

  Hello ******,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 03/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  ****** personally reached to me and was very apologetic for the lack of customer service I received from the call center. I've since received a new snow blower at no additional cost. The unfortunate piece is that I'll have to wait until next winter to see the quality. ****** has made himself available should i encounter any other issues.

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

• Initial Complaint

  Date:03/06/2023

  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.

  Back last year (2022) I purchased a Snowjoe snowblower from ******** I did not try to use it until we received our first snow on November 17th. I am elderly and have multiple health issues, so I needed something light. I went to use the Snowjoe machine and it only ran for a few minutes and then stopped. So I called and since it was under warranty they said just send it back and they would send another one. They never balked because it was from ******** I received the new one and I took it out and it ran and shut off. It would not stay running more than a minute. And so, I once again I was as told to return the defective machine for another machine. I reluctantly did so. So now I sent it back. The new one ran again for only a very few minutes and quit. I called and they wanted to do the same exchange thing again. This time I said no way. This was your third strike. I requested a full refund. Now they have a problem with it being from ******* as they didnt get paid for it. So they gave ******* the one I bought from them?? I said no way would a take a fourth machine. So after I explained I wanted a refund check, I was finally told they would. I just had to return the defective unit I had. And they received it February the 23rd. I waited for a response and did not receive one. Finally, I received a response to be patient with them. So now I have tried numerous times to get my check or even a response back and - crickets. They have the machine and all I want it my refund check. This is a terrible way to do business and their customer service is certainly lacking. I have been talked down to, talked over and spoken to as though I were an imbecile. I am now at the end of my tether. I believe that after waiting a week for a response is sufficiently patient. I now want action and I want them to honor the promise I was given for a full refund. Attached is proof of purchase and the final proof of delivery back to them of the faulty unit. Thank you.

  Business Response

  Date: 03/06/2023

  Hello ******************,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe 

  Customer Answer

  Date: 03/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************

  i am very dismayed that they say it will take three months to execute a refund check. What kind of business operates with this kind of accounting business in this day and time. Most unsatisfactory and a continuation of their abysmal customer service. 

  Customer Answer

  Date: 03/14/2023

  
  Complaint: 19533991
  
  I am rejecting this response because:
  
  

  This is NOT settled and should not have been closed!  They have my returned machine now for three weeks and still no refund check and now say it will take THREE MONTHS!!!???

  Totally unacceptable and I expect you will post that it is still NOT resolved until I have a check in my hand!

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

  Business Response

  Date: 03/17/2023

  Hello *******,

   

  I understand that you have been waiting for a refund check and are concerned about its status. I apologize for any inconvenience this may have caused you.  I have checked with our accounting department and they are actively working on issuing your refund check. They are making sure that all the necessary steps are taken to process your refund accurately and efficiently.  I assure you that we take refund requests seriously and we are doing everything we can to resolve this issue as quickly as possible.

   

  Thank you

  Customer Service Team

  ********************** + Snow Sun

  Customer Answer

  Date: 03/17/2023

  
  Complaint: 19533991
  
  I am rejecting this response because:
  It is now a month since they have received my machine back and I still have no refund. It is beyond my comprehension in this day and age that it could possibly take three months to process a refund. I feel they are not being honest or upfront and that further customers should be warned about these dubious business tactics. 
  Regards,
  
  *******************************

  Business Response

  Date: 03/20/2023

  Hello *******,
  
  I understand that you have been waiting for a refund check and are concerned about its status. I apologize for any inconvenience this may have caused you.  I have checked with our accounting department and they are actively working on issuing your refund check. They are making sure that all the necessary steps are taken to process your refund accurately and efficiently.  I assure you that we take refund requests seriously and we are doing everything we can to resolve this issue as quickly as possible.

• Initial Complaint

  Date:03/06/2023

  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 bought a lawn mower on Amazon and used it for a few months. I received a noticed from Amazon that there was a recall because the blade can come off of the mower and injure you. I have sent 5 emails over the past 5 months to the email on the recall notice and from the internet (same email) and they are not responding. I want them to either put a permanent fix for the mower or to take it back and return my money. I do not want to get injured when spring time comes, but I also dont want to buy another lawn mower if I have this one. The model I bought (listed below) is no longer available on Amazon, so clearly its a more common issue. Sun Joe 24V-X2-17LM 48-Volt 17-Inch Mulching Walk-Behind Lawn Mower...

  Business Response

  Date: 03/15/2023

  Hello ****,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you

  Customer Service Team

  ********************** + **********************

• Initial Complaint

  Date:03/06/2023

  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.

  ION100V-24SB-CT My dual stage snowblower stopped working since last two months. I called SnowJoe support and I was told that I need to get my snowblower replaced. However, the snowblower is out of stock. Not sure if its in stock now. If it is, I would like to get it replaced asap. I have invested about $1200 in IONPRO batteries and unable to use so due to defective snowblower.Please replace my snowblower asap. If its out of stock, replace it with the single stage blower which uses the same 100V IONPRO batteries I have.Thanks

  Business Response

  Date: 03/15/2023

  Hello Rohit,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:03/01/2023

  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 purchased a ********** top of the line two-stage electric Snow Blower four years ago. The unit failed in the course of normal usuage... not unexpected as snow blowers have a lot of moving parts. When called, the manufacturer said they offer no service on the unit, that they have no authorized service centers, and that my unit is no longer produced and that parts are not available. So the only option I have is to discard the unit and presumably to buy a new one when it needs normal maintenance. I believe customers should be aware of this before they spend hundreds of dollars on what effectively a "disposable" snow blower. There is no law that says a company has to stand behind its product and support customers over the lifetime of the product. However, it strikes me as a shady practice not to tell customers ahead of time that their product will become a "brick" due to normal wear and tear with no hope of repair.

  Business Response

  Date: 03/02/2023

  Hello ****,

  
  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:02/28/2023

  Type:Sales and Advertising 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.

  On 02/25/23 I ordered a new 24V-X2-21LM-48-Volt 21-inch 1100=Watt ****************** Mower for $271.95 with extended warranty, charged to my home checking debit card, Order No. SJ895766. I called later that same day because I had a question about the order but was told in Chat that no such order existed. ***** could not find my order either by the Order number I had copied from the order confirmation page (SJ895766) or my email address. I asked how that could be when I had a screenshot of the order confirmation page as well as my online banking, showing their pending charge for $271.95, and then sent those images to him in the Chat thread. He assured me there was no order and the fact that I never received a confirmation by email seemed to support that the order was never completed. ***** further assured me that the charge showing on my online banking page would not go through since it was only pending. Despite his assurances I was charged and the order shipped. However I took his word that the original order was lost so ordered another lawn mower because it was a special Deal of the Day, only to find the original order DID go through and now they are sending me TWO mowers. I relayed all of this information on their online Contact Form AND additional Chat sessions with no followup contact by them. They have sent me a return label with the promise of a refund for the first "lost" order, but not until the return order arrives in their warehouse. I asked for an immediate refund to my debit card as soon as tracking verifies that *** is in possession of the return and it is on the way. They refused, citing "policy". What's more they want to deduct an $8 "return fee". I want a FULL refund as soon as the return is verified shipped.

  Business Response

  Date: 03/02/2023

  Hello *****,

  
  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please call him at ************ or email him at ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe 

  Customer Answer

  Date: 03/02/2023

  
  Complaint: 19512767
  
  I am rejecting this response because:
  
  Its now 7:03 on 04/02/23 here in *******, **, and Ive not heard a thing from the company. They have already assured me of a response from Chats (3) and their online Contact Us forms (3) but never followed through, not once. And then my debit card was charged and duplicate product shipped despite assurances THAT would not happen, yet it did. I am tired of the stonewalling and delays. Just today *** Tracking now says delivery will be the 6th instead of tomorrow the 3rd, as originally scheduled. Thats just one morereason I rejected their promise to refund my money only after they receive the item back at their warehouse. At the rate they are going who knows how long that will take?
  
  Regards,
  
  *********************

  Business Response

  Date: 03/08/2023

  Hello *****,

   

  After looking up your account I see hat you have spoken to our *********************** Lead, Kleber, and a full refund has been requested for return order number SJ895766.  Please allow 1-3 business days to reflect bac into your account.

   

  Thank you

  Customer Service Team

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