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:11/07/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Order Number #******* Transaction Date: 09/13/2022 Money Paid: $1,127 1. DO NOT ISSUE REFUND after receiving the return. $1,100 for nothing. After over a month of negotiation in order to get their authorization for return, I finally received their email with a Return Goods Authorization Number. I followed all the instructions including emailing them in advance about when the return would arrive. I drove for over 1 hour and delivered the two heavy skylights myself at their warehouse. The items were well inspected and accepted by the warehouse worker. Despite all the facts above, they just DENIED receiving my email about the delivery date, and then ALLEGED the return was unauthorized and REFUSED to REFUND for the skylights that already lied in their warehouse. If they say they don’t accept return or refund in advance, I could have sold the skylights on ********** and not have to go through this ridiculous process with no skylights nor refund. 2. Misleading picture and description My reason for this return is because the items I received do not match with the pictures on their website. For ***** *** **** skylights, their website set the most expensive white laminate type as a default option. The pictures show that it’s clear and transparent while the product is not. 3. Ridiculous customer services: No Phone Number & Ignore email or live chat communication. There isn’t any phone number on their website. The number in their email keeps you waiting and no one ever answers or replies to your voicemail. After refusing to refund, their support team just ignored all my emails requesting for more details and updates without any explanation or even response. 4. Horrible & double standard return process Takes over a month to get their authorization for return, although they initially claimed it just take 2-3 days. However, they required that the return has to be delivered within 15 calendar days upon receiving their email, which they sent by the end of the day.