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:12/09/2022

  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 an adult toy (vibrator) for my wife as a gift. I brought the toy home and it did not work. It was purchased on November 12, 2022 It would not charge. I went back to the store the next day and the salesperson confirmed it was broken and would not charge. I was then told by that salesperson that they could not either exchange it or refund my money for the product and that I would have to contact the manufacturer for a refund.I spent several weeks going back and forth with the manufacturer SVAKOM DESIGN *** LIMITED (*******************) with phone calls, emails and pictures, and videos, only to be told by the manufacturer that the original store I bought it in **** AND ***, was responsible for my refund.I called the store and was told today NOVEMBER 30, 2022 that their policy is no refunds, even though it is brand new and never used and not working.I am filing this complaint in hopes of getting a refund for the amount of $79.99 plus the tax of $6.99 totaling $86.98.I feel that this practice of no refunds is wrong.Buyers beware that even if you are sold a product from **** AND EVE ADULT TOYS *********, and it doesn't work you will not be refunded.My purchase was never used... not once... and is brand new sitting in its original box.I request a refund for this aforementioned product.It is a shame because I used to be a loyal customer but now they will not only lose my business, but everyone else I tell about how I was treated.PLEASE REFUND MY MONEY back to my credit card.

  Business Response

  Date: 12/28/2022

  On November 13th, 2022,****************** St. ****** did indeed return to **** & Eve where a sales associate tried to help him, despite how demeaning to her.  She did confirm ***** would not charge, and knowing the return policy which states that All Sales Are Final she gave ************* the information to the manufacture, so he can get that item exchanged for a new one.  This policy is in placed to protect our staff and customers from bodily fluids and current viruses. This policy is clearly posted by the register area and printed on the receipt as well. The customer stated he wanted a refund, and the associate told ************** for a second time that he could request one but he will only receive a replacement for his item.  When we spoke with the manufacture they offered ************** a replacement item, but he refused.
  
  On November 30th, 2022,************** contacted the store once again to speak to a manager.  At that time the manager explained the return policy, and even offered to exchange the *****. Again the customer refused and he only wanted a refund. We do not do cash or credit refunds for intimate items. Mr. St. ****** purchased an **** plug, and there is no way to prove this item was not used, it is very unsanitary for us to take back used sexual items. This is why our return policy states, All Sales Are Final.