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:02/04/2025

  Type:Delivery 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.

  I never received the product. As this was going to be a gift, I had to drive to another state, due to its limited availability, to purchase the same product where the Container Store was selling it. When I contacted the company, they told me that the item had been returned unopened. They made a partial refund to me of $93.30. They claimed that I returned the item and, therefore, they wouldn't refund the shipping charges. However, I never received the product.

• Initial Complaint

  Date:01/14/2025

  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 ordered a Catch 3 from Courant on December 25, 2024. The product will not charge any of my devices. I have tried removing cases, using different phones (iPhone XS, iPhone 13, iPhone 15) and ear buds, and nothing will charge. I emailed customer service on January 1, 2025 explaining that the Catch 3 did not work and requested a refund. Courant customer service representative, *****, responded to my email and refused to process a return, claiming that the Catch 3 was not defective and it was a compatibility issue with my iPhone 15.
  
  After several back-and-forth emails on the topic in which I explained that the Catch 3 that I received will not charge any of my devices (not just my newer model phone), Courant still will not honor a return or replacement for the defective Catch 3. Courant's website specifically lists all of the products that I have tested with the Catch 3 as compatible. If the Catch 3 were not defective, it would work with any of the devices I tested. As I have explained over and over again, it will not charge anything.
  
  Courant will not honor its warranty. You cannot speak with a customer service representative. You can only email customer service, which is ignored. Courant's flat-out refusal to honor a return for a defective product is a breach of its product warranty.

  Business Response

  Date: 01/31/2025

  We apologize for any inconvenience, but as outlined in our return policy, items discounted at 40% or more are considered final sale and are not eligible for returns or exchanges. We appreciate your understanding, and please let us know if you have any other questions or concerns. We can not refund or accept a return for this item. 

  Customer Answer

  Date: 02/06/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The item at issue, a Charge 3 wireless phone charger manufactured by Courant, is defective and I am seeking a return based on a warranty claim.  Courant continues to deny my request on the basis that the item is not eligible for return because it was on sale. Courant intentionally ignores that fact that the charger does not work at all and has not worked since it arrived via mail.  Courant claims the charger is not defective without inspection or testing.  Courant has no basis to deny a warrant claim, yet it refuses to honor both implied and express warranties, the latter of which is set forth on its website.  See ***************************************  Courant's willful breach of its warranty is against California law.  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:01/02/2025

  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.

  A run of the mill social media, algorithm run "business" scam. Language is misleading, products look elevated online but arrive dysfunctional, sales are run ad nauseum to incentivize purchases and when they are, they will take that opportunity to ***** customers over and direct you to the fine print of their FAQ page.
  
  Their site will present customers with an incentive to buy items marked down by 40% or more stating ON SALE ITEMS' PAGES that they offer "free returns" on order over a certain amount. With this information, I made multiple gift purchases and reached out to customer support regarding defective charging pads and connectivity issues, as well as my desire to return two sale items out of my $244 order (free returns! Not really), and was told all sales were final, despite their products not working with or without phone cases (their FAQ page states, "of course!" on the case subject). Conveniently, their return portal is "disabled." The language and business model of this company is designed to mislead and con the customer into a no win situation. Uncompromising. Unhelpful. Horrible on every level. Claims of honoring any warranty are negated by some other policy that will work only in their favor and not the customers. Do not buy!!!!

  Business Response

  Date: 01/21/2025

  Thank you for this message and we apologize for missing it originally. It's so unfortunate that this customer was not satisfied with their purchase, however, the information that this customer has provided is incorrect. You can see when purchasing one of our final sale products that it lists this in the check out, as well as in the FAQ (please see attached photos). As well, there is no spot on our site that lists that we offer Free Returns as we do not. All returns and exchanges are subject to a $5 returns fee. We also list that the item may not be compatible with certain model phones directly on the site so that people are getting the best products for themselves and not just buying certain items because they are at a higher sale point. If the item were truly not working (no lights, no turning on, ect) we would replace the item or give a refund, however, these items are working. 

  Customer Answer

  Date: 01/27/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I stated in my email, screenshot attached, (three out of the four) products purchased did not work and did not effectively charge the phones of its gift recipients, yet no return label for a refund was offered. The representative who responded is claiming that they would offer a refund for non-functioning items and in the same sentence are claiming that my products "do work." That is totally false.  If they would like to provide a return label for their defective phone charging pads, I will gladly send them back for a refund, however, this was not offered to me at any point in the email exchange prior to my complaint being filed. 
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:12/09/2024

  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.

  I purchased three phone chargers, two as Christmas gifts and after using one of the chargers, I woke up to an uncharged phone. The website and packaging states that the charger is compatible with my iPhone 14, however when I reached out to customer service of Courant on December 6th, they claim that the compatibility is limited and won’t issue a refund or offer a return.

• Initial Complaint

  Date:11/22/2024

  Type:Delivery 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.

  I ordered a $140 phone/headphone charger from this e-commerce retailer which had been advertising to me aggressively on social media. A week later, I received a delivery notice from the company and a shipping service email, but with no photo. Minutes after receipt, the package was nowhere to be found in package area otherwise full with recently delivered items. I emailed customer service to resolve the issue and their answer was that I didn’t purchase shipping insurance (another item they seemingly sell in their store), so there was nothing they could do. I have never heard of this practice.

• Initial Complaint

  Date:12/01/2023

  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 order an Personalized MAG:3 Essentials charging tray from Courant.
  Upon opening it looked as though the tray has been used and there are three different snags on the surface. This is meant to be a gift and I cannot give a gift that looks used. I did pay extra $15 for a monogram which on the website looks like it has a gold hue but the one It receive the monogram just is black…hardly noticeable. On the face of the tray there are three large protruding snags that glaring a flaw in the fabric. I contacted Courant with the issue and was told it was a final sale due of the momongram. Which does not look like what was offered. The reposes I got were as follows:
  “ We apologize for any confusion- the Linen (Essentials) monograms are not available in Gold or Silver they are engraved directly into the product surface. The Leather(Classics) are foil stamped on in gold or silver. AS your unit is the Linen it would not come in the gold.
  As we note on the customization page * The mock-up above is representative, but not exact. The end product may vary slightly in its finishings and typeface. Customized products may extend the delivery date. Please make sure that everything is spelled correctly as finishings are permanent. Returns not accepted.
  
  
  We're so sorry that your Mag:3 has pilling fabric. Sadly, pilling is very common in fabrics and not 100% preventable. One of the most effective ways to remove pills is to use a fabric comb or a battery-operated pill and fuzz remover that shaves the pills from the surface of the garment.”
  “ We've included images of the two different types of monogramming offered when slecting a linen or leather unit with this email.
  
  Per our our return policy (link below), we cannot accept returns for customized/monogrammed units.
  As this unit is not considered damaged or defective we cannot offer a discount on a different item, nor can we accept a return on this item.”
  
  What I received is not what was advertised.
  
  Thank you
  ****** ******

  Business Response

  Date: 12/05/2023

  Thank you for reaching out. As we had noted correctly to the customer, the monograms are not available in gold or silver but engraved directly into the product surface. As the we note on the site, the mock-up above is representative, but not exact. We also note that customized items are not returnable for refund. These items are brand new as we just started selling them, so they have never been used. That be said, our Mag:3 has pilling fabric. Sadly, pilling is very common in fabrics and not 100% preventable. One of the most effective ways to remove pills is to use a fabric comb or a battery-operated pill and fuzz remover that shaves the pills from the surface of the garment.We would be happy to offer the customer a 20% discount for the customization that they are unhappy with. 

  Customer Answer

  Date: 12/05/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is information that should be made known on your website before ordering. “These items are brand new as we just started selling them, so they have never been used. That be said, our Mag:3 has pilling fabric. Sadly, pilling is very common in fabrics and not 100% preventable.”   I would not of ordered this product and certainly not paid extra for a monogram if I knew that it would release the company from any responsibility of quality.  Cutting the fabric will cause a problem as it is creating a small hole where there will be added stress from use.  I would like to return this product and receive a full refund, or I would pay the cost difference between the linen and leather tray and exchange.  The fact that you are aware that there is a quality difference in your linen trays and that your monogram service may not appear as is shown and again that all responsibility of the quality of the tray will be null and void if you do use the service that is offered…monogram service should not be offered.  The lack of all information on your website is troubling and leaves me wondering if this is done on purpose?
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/25/2023

  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.

  Within the last 30 days I purchased a Catch 3 charging port from Courant. It was a gift to my husband and immediately upon opening his gift, we set it up and it does not charge his phone, or any phone for that matter. Although it arrived in seemingly good condition and it's beautiful, it is useless because it is defective. I have reached out numerous times with a detailed explanation of the issue and have been given no options or resolutions whatsoever. A representative, *****, has repeatedly ignored the issue and has chosen to say that the phone I am using has limited compatibility. I referred to the compatibility chart before I purchased the item. That's not the issue. The issue is that NO PHONE WORKS. We have several different phones (all but one are included on their compatibility chart with high compatibility and one that says limited compatibility) but none of them work. As we try each phone, it begins to charge and then the charging tray blinks and makes noises repeatedly, and never charges phone. I suspect the port is faulty. As I explained, we have tested 3 different phone models. It is defective. She also states that because the item is monogrammed, it is not able to be replaced or refunded. Monogramming should not void a warranty when the item is defective. I originally asked for a replacement or a store credit as I thought maybe I could select a different item since I am not confident in the charging pad anymore. But after dealing with Courant to try to get this worked out, I would like a refund. I've never dealt with a company that has such blatant disregard for the consumer and zero interest in resolving an issue with their product. I can't believe I have to ask for your help. This should not be this hard.

  Business Response

  Date: 08/01/2023

  Hello,We have reviewed the emails associated with this claim, and there seems to be some discrepancies on the customers part. The customer had shared the different devices and models that they had used with our charger (iPhone13 and iPhone14, both listed in the attached emails), but then stated that they were not sure how our representative would know the devices as they were not asked directly, although we had. As we had pointed out to the customer, our CATCH:3 has limited compatibility with certain models which is clearly stated on our site under the item (please see attached image). As well, the item is personalized, and we cannot offer returns or exchanges for items that have been personalized.Based on the information that the customer had provided about the item, it does look like it is working properly, however, the customer will need to finagle the item so that it sits properly on the charger to get the best use from it. Although it will be finicky, it will work. Thank you,  

  Customer Answer

  Date: 08/01/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Sadly, this was the response I expected from Courant as I read through the reviews and complaints of many others in my same situation. I emailed with several different representatives trying to get this resolved, maybe somewhere in the conversation it became confusing as to who I was having the conversation with. So, maybe that's the issue.....maybe there's some confusion on my part. I apologize. Let's start again. We tested the Catch3 charger with 3 different IPhone models and since filing this complaint- have tried two additional models. All models are listed on the compatilibility chart you provide on your website. The charger does not work. We would be happy to send you video documentation of the devices NOT charging the phones. Once you see it, there would be no way for you to conclude that it is "user error."  As I read through online reviews of this product and complaints filed with the BBB by others, it's always the same response from Courant. Blame the consumer....user error..... over and over again.  Would you be interested in seeing a video to demonstrate the issue? We can make a video and can upload it here. 
  
  Regards,
  
  ******** ********

  Business Response

  Date: 08/14/2023

  Hi, We would be happy to receive videos of phones being placed correctly on the charger and showing that no lights are responding. Once we receive that information, we can determine which way to move forward. 

  Customer Answer

  Date: 08/17/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and I took a video duplicating the issue with the charger using two different cell phones. I sent the video directly to Courant representative, *****, attaching it to the initial emails with Stay Courant representatives. By the time I showed everything I needed to in the video, it exceeded the size allowed to upload to the BBB website. I hope this is acceptable.
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:02/02/2023

  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 received a courant charger as a Christmas gift and the device did not work. I emailed with customer service for a month (they don’t have a phone number) spending hours on troubleshooting, emailing, and mailing back the product. The gift happened to me monogrammed so they refuse to send me a replacement product or a product of a lesser dollar value that I have picked out. Apparently monogramming allows them to sell products that don’t work without any recourse for the customer. I wish I had read the reviews on this site before selecting a courant charger as a gift. My experiences are in line with the multiple complaints below.

  Business Response

  Date: 02/06/2023

  Hello, As you can see from the attached conversations that we've had with this customer, the item was found not to be faulty and we had offered to send back the item to the customer as it is a personalized item. We clearly state on our site that we do not accept returns or exchanges for items that are personalized. We also tried to troubleshoot with the customer and explained why they were having the issue with the 2 items (one not being compatible with the device, and the other needing to be placed in the correct spot as it is a newer model - again this is shown on our website). We do apologize that this was a poor experience, however, the item was found not to be faulty and we would be happy to ship it back to the customer. Thank you, Team Courant

  Customer Answer

  Date: 02/06/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  While the company claims that the device works, it in fact does not work after I’ve tested devices that are compatible with the model in question. I am not asking for compensation but an exchange for a device that costs significantly less. I have nothing to gain and am not lying about the device not working. It would make no sense for me spend time emailing the company and to request a lesser product in exchange for a more expensive one that did work. I understand that the typical policy to to not accept returns of a monogrammed item but that should be waived if a device does not work. This was also a gift and I did not choose for it to be monogrammed. I am sure the gift giver wouldn’t have monogrammed it if they knew it would have be exempt from return even in the event of the device not working properly. 
  
  Regards,
  
  ***** *********

  Business Response

  Date: 02/14/2023

  Hi, Thank you for your response. We understand that the customer has tested their own devices at home, however, we do rigorous testing in our warehouse and have found the device to not be defective. We do not think the customer is lying, however, in our emails we did explain that newer devices are are more sensitive and do need to be placed precisely on the device. As the customer noted, we do not offer refunds or exchanges for monogrammed devices, as we can not resell them when they are personalized. We would be happy to send back the original device.  Team Courant

• Initial Complaint

  Date:01/06/2023

  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.

  Catch:2 saddle charger was a Christmas gift for my husband. He has an iPhone 12. The charger never fully charged the phone. With no phone number I’m at the mercy of their email response. According to their website, we believe we’re entitled to a full refund for now shipping.
  
  No response from the company

  Business Response

  Date: 01/09/2023

  Hello,We apologize for this delay in response - as you can see, the customer only emailed in on January 6th originally at 2:13pm and then again at 2:27pm EST. They received a response at 2:15pm about returning and how they could do that. They also had marked the item as damaged incorrectly in our returns/exchange portal and we had gone ahead and fixed it for them. Unfortunately that reply had not come through until today as we did not get to it in time on Friday. Thank you,Team Courant

• Initial Complaint

  Date:12/30/2022

  Type:Delivery 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.

  Mailed me a damage package / product and are making a return difficult and expensive for me ($ and time).

  Business Response

  Date: 01/03/2023

  Hello, As we had explained to the customer, and as they had stated, although the box arrived damaged the product is completely fine. We asked for the items to be returned for a refund. At this time, as stated on our website, "all returns may be subject to restocking fees." At this time we have a $5 restocking fee. Thank you, Team Courant