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:04/24/2024

  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 am only wanting a small piece of plastic (part of a face plate for an electrical dial to an Onnetsu mat) replaced because said plastic electrical dial wasn't packaged correctly for shipping.The following is my most recent email to Gaia Holistic Health that was sent on April 18, 2024:Please let the owner, Dr. ******* see these emails.Here are pics of the two blue plastic bags the electronic components were shipped in. IF the delicate electronic component with the dial had been shipped in the bubble wrap it wouldn't have arrived broken. Instead the bubble wrap was placed in the cardboard box between the box and the black zipper bag. Pics of everything I just mentioned are attached. I was given a six month warranty on this Onnetsu mat. I have thyroid cancer and was doing the best I could. On April 6, when I sent the first email in this conversation, my six month warranty was still in effect.Only the shipper can claim insurance money from the ************ Therefore, I can't claim the insurance money like the gentleman told me over the phone to do.Sincerely,***********************

  Business Response

  Date: 05/15/2024

  *********************** ********* ******* *** ************************************************** *** ********* ** *********
  
  
  Dear ***********************;
  
  On June 24, 2021,*************************** purchased our product Onnetsu Mat. The product has one year limited warranty. In August 2023, she complained about the product for which warranty was already expired more than a year ago at that time. Since she is a cancer patient as she stated in her complaint to you too, out of our compassion to her, we gave her a special favor by offering a replacement with refurbished Onnetsu Mat with 6 months product warranty with no additional cost to her on 09/14/2023 and she happily accepted our offer. For your information, *** ****** also knows that we sell refurbished Onnetsu Mat for $765 which she was not charge. We sent the replacement Onnetsu Mat and she received on 10/18/2023 by **** (tracking #**********************).
  
  On 10/23/2023, she sent us email with four pictures and stated, Thank you SO much again for not only inventing the BEST life saving invention EVER but also the BEST customer service ever. Here are the pics of the smashed and ripped box. ......... We saw all her pictures and did not observed any big damages, thought that it was normal delivery issues with a little package damaged from outside but advised her to open immediately and check the product. We also advised that if she found the product damaged, she should immediately complain to the delivery service company (****) or inform us immediately. We also offer to help her with any information needed for it. But we never heard from her on this issue, and we assumed everything was good. See attached proof as copies of her email with pictures of package dated 10/23/2023 and our response email dated 10/25/2023.If you look at the pictures of damage package *** ****** sent to us, you can assume it is very low chances of product damage as we pack very well with bubble plastic safety. Pictures she sent with damage package from outside looks normal wear and tear during transportation. But still we advised her to open immediately and check the product in October 2023.
  
  All of sudden,****** wrote almost after six months on 4/6/2024, stating that I finally opened the replacement Onnetsu mat today. It seems to work fine.. and stating she received damaged product. Again, we spoke on the phone on 4/18/2024, she was claiming the product was damaged. See attached proof as copies of her email dated 4/6/2024 and our response email dated 4/19/2024. In between we had couple of phone conversation with the client.
  
  We understand we gave her 6 months warranty for refurbished product and we always honor our words. But in her case, it does not apply as she opened the package almost 6 months after the product was delivered and she acknowledged received the way back in October 2023. Also, she knew, and suspected product might be damaged inside as she wrote to us when she received this product. At that time, we advised her to open immediately and check the product carefully, also advised her to make a complaint to **** if she found product damage. See attached proof as copies of her email with pictures of package dated 10/23/2023 and our response email dated 10/25/2023.
  
  All these incidents and facts do not make us liable; it is her fault for opening package after almost 6 months after receiving from us. We are small business and have been in business for over 25 years, and two people carefully make sure the packing is well package for safety during delivery.
  
  If you have any question, please contact us at ************
  
  
  Best regards,
  
  
  Gaia Holistic Inc.
  **************************************************************************

  Customer Answer

  Date: 05/28/2024

  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]

  On April 6, when I contacted the business regarding my damaged Onnetsu mat, my six month warranty was still in effect. I received the Onnetsu mat on October 18, 2023.

  USPS Tracking Number **********************

  October 18, 2023 to April 6, 2024 is less than six months (contrary to what the other party says). Both dates are proved in the attached screenshot and pictures.

  All I am asking for is a tiny replacement plastic plate. I was told that the manufacturer can't be contacted in order to ask for a small plastic replacement plate. Said plate wouldn't have been broken if the heavy plastic electrical box hadn't been placed next to it (or if the delicate plastic plate/ dial had been placed in bubble wrap).

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 06/17/2024

  I just (6/17/24) received this second additional complaint from same client. Actually we already respond to this additional complaint in our initial response, please read carefully why we do not accept client's complaint.

  As we inform you with proof (our initial response) that client did not open package for almost 6 months after receiving from carrier despite client initially suspected that product might be damage during transportation. On hearing this we wrote and inform on phone call to client that please open the package and check the product so we can act accordingly. But client did not open package for almost 6 months. Please check and read our initial response.