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:03/17/2025

  Type:Product 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.

  I made a mistaken payment to ***** through the ****** platform in April 2024. ***** promised a refund, but said there was no way to return the refund through the original path, and the refund could only be processed through the payment platform and payment method. Therefore, I was asked to contact ****** for processing. I contacted ****** twice in total and asked me to contact *****. I have already told ****** that ***** asked me to contact ****** for a refund, and ******s refund policy states that ****** can refund customers on behalf of merchants. However, ********************** replied that ****** ************ customers on behalf of merchants, and I contacted ***** many times but they refused to refund. They also said that refunds can only be initiated by payment platforms, and ***** is only responsible for repairs and exchanges. I asked ****** to process the refund through ****** payment transfer, a total of US$7.98 According to ****** Refund Policy:(i) ****** shall pay such refund to the Consumer on behalf of the Merchant.Currently, ****** does not refund or ship the goods, and I have not received the goods, which is suspected of deceiving ************ payment platform is ****** Pay and my acquiring institution is ******,****** must give me a refund,Otherwise, ****** is guilty of defrauding money.The relevant transaction receipt and WeChat payment QR code screenshot for receiving refund have been sent by email to Pocky's support team.The acquiring institution in the screenshot is Yuansfer lnc, which is ******, and there is a ****** logo on the top in the middle.Please do not call the customer's phone number, please contact via email

  Business Response

  Date: 04/10/2025

   Dear Client,
  
  Thanks for reaching out about your refund request from *****. We understand you're saying you haven't received the goods or services, and that can be frustrating.
  
  Just to clarify, ****** helps process payments between stores like ***** and their customers. We see you authorized the payment, and we're here to help guide you.
  
  Even though you haven't received the goods/services, refunds still need to be approved by ***** first. Once they do that, we can process it on our end.
  
  We strongly suggest contacting ***** directly to request the refund, explaining you haven't received what you paid for. We're happy to provide transaction details if needed. If you think the payment was unauthorized by you, your bank is the best next step.
  
  Were here to help in any way we can within our role.
  
  ****** Support Team

  Customer Answer

  Date: 04/10/2025

  ******
  
  ************** *******************************
  
  *********

   ***** has told me that there is no way to return the refund through the original path, and the only way to process the refund is to transfer the money. The refund transfer can only be initiated by the ****** platform. According to the ****** refund policy, ****** has the right to refund the customer on behalf of the merchant. ***** has asked me to contact the ****** platform to process the refund. You must process the refund through WeChat Pay transfer.

   If I still don't get a refund, I will expose this issue through the media.

  ***** and ****** blame each other, neither side refuses to solve the problem,

   The problem can be solved, but they have been dragging their feet and not solving it. Now they are not shipping, refunding or solving the problem. This is suspected of fraud.

  Now I require ****** to process the refund through ****** payment transfer. Any other solutions that cannot be done or are misleading will not be accepted.

  ****** has seriously affected my daily life and has dealt a heavy blow to me.

  I have provided a way to receive a refund. ****** transferred $7.98 to me through WeChat scanning. This problem can be effectively solved.

  The other three are email replies I received from ****** support. I think ****** is irresponsible and doesn't treat me as a human being.

  ***** and Yuansfer lnc, also known as ******, pushed my problem back and forth, kicking it back and forth like a football, and just didn't want to solve the problem. In addition, they didn't ship the product or refund the money, which made me very dissatisfied.

  *** *** *******************
  
  
  ****

  
  
  **
  
  
  
  
   
  

  Business Response

  Date: 04/25/2025

  Please see the infomation below from the merchant. This will be our final response to the case, as the merchant has confirmed that the client has used their product. The client should follow up directly with the merchant for any further concerns.

  "
  Upon further internal investigation, we noticed that the customer previously had already lodged multiple customer service tickets with our CA team, and the customer also eventually already utilized the credits that they wanted a refund for. Since the products have already been fully used by the customer, a refund will not be possible in this case.
  
  As for contact email, we generally direct customers to our helpdesk to communicate with CA representatives via support tickets or live chat bot. Emails are generally reserved for internal communication and escalated cases."

   

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   ****** (Yuansfer lnc) has committed fraud. It can refund money, but it cannot return it to the original way, and it does not agree to refund by transfer. ***** has not fulfilled its promise to consumers. ***** and ****** (Yuansfer lnc) are shirking responsibility and do not want to solve the problem at all. The same product, the amount is larger than mine, and they can still refund. Other similar transactions I made on ****** Pay, the merchant refunded me through ****** transfer. I think ****** (Yuansfer lnc) does not admit that there is a problem, does not want to fulfill its due responsibilities, and refuses to refund on the grounds that the transaction is successful and the product has been used. Although I recharged incorrectly and obviously did not use *****'s products, ****** (Yuansfer lnc) and ***** slandered, spread rumors, and defamed me that I used Razer's products, which is completely inconsistent with the actual situation. I do not accept ****** (Yuansfer)'s unrealistic, invalid and overbearing reasons, nor do I accept other non-refund plans unless ****** (Yuansfer lnc) agrees to refund me through ****** Pay transfer. At present, neither ***** nor ****** (Yuansfer lnc) intends to refund me. ****** (Yuansfer lnc)'s behavior has constituted an illegal act, damaged the legitimate rights and interests of consumers, and violated relevant laws.

  This small refund of $7.98 is not worth mentioning at all, and it will not affect the company's revenue and profits. It is like a small piece of cream on a birthday cake, not even enough to fill the gap between your teeth. As for the compensation of $136.99, it is your mistake that caused all the problems and caused such adverse consequences, resulting in serious economic losses to consumers and causing serious negative effects on consumers' physical, mental and physical health. Shouldn't you be compensated? Should you ignore it, ***** responsibility, or even blame each other?

   I believe that successful or erroneous top-up of virtual goods and gift cards, not using Razer's silver rewards and not receiving the products cannot be used as reasons for refusing a refund. There is only one way to refund such products, that is, to transfer the money in any way to process the refund. This is the only way to successfully refund, rather than refusing to refund based on unreasonable, unfair, unjust and inhumane overbearing terms and conditions.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** ****