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Business Profile

Printers

Nelu, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Printers.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/12/2023

    Type:Delivery Issues
    Status:
    Answered
    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 wireless Rollo printer on 12/18/22. On 12/20/22 *** left a note that they missed me for the delivery because I was not home and a signature is needed to deliver the package. When using the tracking number the package said it was en route for weeks. I finally issued a claim and *** does not know where the package is. I contacted Rollo several times and they are giving me the run around. I gave them my tracking number, my order number and they have not sent the printer I purchased nor have they issued me a refund. As of 1/11/23 I am out over $300 and I have no printer.

    Business Response

    Date: 01/14/2023

    Dear *****,


    Thank you for your patience.


    My name is *** and I'm one of the Supervisors here at Rollo.


    First and foremost, we'd like to sincerely apologize for the inconvenience. Not receiving your product on time is the last thing that we'd want to happen.


    Please understand though that for lost packages, we are required to coordinate with *** first which we did immediately the moment you reported this issue to us.


    While the investigation is still ongoing, we received an approval to process a refund for your order.


    If you'll consider placing a new order, we'll be happy to use another Shipping Carrier like USPS.


    Should you have other questions or concerns, please let me know.


    Wish you a great day ahead!


    Regards,

    Rollo Team 

  • Initial Complaint

    Date:08/02/2022

    Type:Product Issues
    Status:
    Answered
    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 use Rollo to ship packages and go to the post office to ship them, they illegally charged my card $762.66 for "adjustment" I've NEVER approved a transaction or adjustment if any nature in that amount I would continue to use the post office if that were the case!!! I attempted to reach out via chat online to no avail I am HIGHLY UPSET AND WILL NEVER USE THEN TO SHIP PACKAGES EVER AGAIN

    Business Response

    Date: 09/05/2022

    Business Response /* (1000, 5, 2022/08/03) */
    Hello,

    Thank you for your message through BBB.

    We understand the inconvenience caused and apologize for the experience.

    Please allow me to elaborate on the cause and the solution.

    Per Rollo's terms of service, users are responsible for all charges related to their shipments from carriers. If your Rollo's account balance is insufficient to cover charges from carrier, it will trigger an auto-refill using all payment methods previously used and on file.

    This is to protect you against significant interest and penalties carriers charge when a due amount goes past due.

    Normally carriers don't make mistakes; however, in this case, USPS had a system wide incident that passed on erroneous charges to some users.

    We will manually be reversing these charges shortly and issuing refund via the credit card.


    Consumer Response /* (3000, 7, 2022/08/04) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I am being assessed 6 overdraft fees so far due to this ERROR and my transaction is still showing PENDING meaning anything that is scheduled to come out automatically will incur another $34.00 fee I would like every single one refunded to me! My bank will not refund them because it is not an error in their behalf! Also I would like refunded for my rollo equipment because due to this "error" I'll never use this service again


    Business Response /* (4000, 9, 2022/08/10) */
    Thank you for your patience. Please feel free to submit a copy of your bank statement showing the over draft fees and if the over drafts were due to the error from USPS, we submit a request for refund on those as well. As for your Rollo Printer, we'd like to assure you that the case with USPS is isolated and should not affect the printer's functionality at all.

Nelu, LLC is NOT a BBB Accredited Business.

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