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:12/21/2022

  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.

  This company lacks integrity and transparency (manifested in part by the inability for customers to reach a human by phone -- as noted repeatedly by others, there doesn't seem to be a customer service phone number listed anywhere...somehow I think that's very intentional on their part in terms of being held accountable). I placed a large order for Christmas gifts, and one of the customized items was missing. I let the company know (via email), and requested that they please send the missing item with expedited shipping (and I offered to cover the cost of overnight shipping if need be, as this was time-sensitive and I needed it by a certain date). There was still ample time for them to customize the item and ship it priority to me. I then received a generic reply along the lines of, "we're working on your order and will let you know when it'd been shipped." You'd think given that this was their mistake (and this was part of a ~$1,000 order), that they would have prioritized getting the missing item to me quickly, and at the least by the date needed (12/23/22). But I then received the tracking information noting that it will not arrive by the requested date, and won't arrive until after the event. I (futilely) emailed them again to request that they cancel that one (or I could just send it back to them) and please overnight the item to me (at my cost) so that I'd have it in time, to which they tersely replied with "sorry, can't do that once an item is out." Just offensive, uncaring service, and beyond frustrating to not be able to talk to a person there.

  Business Response

  Date: 12/22/2022

  Hello,Thank you for reaching out. Unfortunately as it is the holiday season, we are working extremely hard to get orders out as quickly as possible and unfortunately sometimes things fall through (for example, the missing item from the original order). We did apologize for this and immediately get a replacement order out to the customer however, we did not upgrade shipping as that is not our policy. The customer had not signified a date needed in the original emails (please see attached) just that it was "time-sensitive" for the holidays. Sadly at this time, all orders for all customers are time sensitive and we are doing our best to get everything out as quickly and efficiently as possible.  Sadly *** and **** are also experiencing delays which we have no control over. At this time, we cannot guarantee any delivery for the holidays as they are in 3 days. However, this item is on its way and will be delivered by *** with tracking number ****************** by the 24th.  We do apologize that this wasn't the best experience and understand the frustration. We are caring and hope that you continue to shop with us, but sometimes there are things that are out of our control and we do apologize for that. Team Courant

• Initial Complaint

  Date:12/01/2022

  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 purchased a Catch 3 Courant charging pad that was delivered on October 30. My experience is EXACTLY the same as the most recent complaint on this site. I immediately knew that the device was defective as the light would blink on and off and the charger would work intermittently or not at all. So, I knew right away that this was not a functional charger and was to return it via their portal. Just like the other complaint, it directs you FIRST to an email to customer service, which is ridiculous because they send you a list of troubleshooting that neither worked nor did it change my eligibility for a refund when I returned from my out of the country trip and logged on to process the return. Just like the complaint here on BBB, it now says ineligible. I’m logging a complaint here and have pursued a full refund via ****** today. Courant has a very big problem with quality control. They also offer a 1 year warrantee, which is irrelevant to me since it was clearly broken from the moment I opened it. They also have the nerve to say that an “restocking” fee applies to returns- although I’m not sure who is able to return the device per my experience and why would they re-stock a broken device???
  Until they rectify the issues they would do well to satisfy the MANY unhappy customers who are receiving pieces of junk for $80-100 that DO NOT WORK. If you can’t rectify issues with selling and shipping defective devices, your reputation will surely be the end of your business.

  Business Response

  Date: 12/09/2022

  This customer had reached out to us about having issues getting a watch to charge on her charger. As we had let the customer know, Apple Watches have a different type of wireless charging than most phones, so they’re not compatible with any of our wireless charging pads - so that will explain why that item does not charge. Our devices offer Qi charging, which is something that the Apple Watch does not currently offer. Our site also clearly marks which items are compatible with our devices, to help mitigate any confusion for our customers.  We had also responded to the customer with a list of troubleshooting questions and never received a response (please see the attached chain of emails). She is more than welcome to return the item to our warehouse, however, she is now outside of the 30-day period. But if the customer is able to prove that the item is new and unused for the most part, we would be happy to supply a return shipping label and accept it for a refund or testing. Team Courant

  Customer Answer

  Date: 12/10/2022

  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.
  
  
  
  Regards,
  
  **** **************
  Hello,This has nothing to do with charging an Apple watch. I have the most recent iPhone and it stops charging in the middle of charging and as I said from the beginning, the light goes on and off and clearly has a short in the connection. That is ridiculous to say that the item is out of the 30 day return window! I contacted you the day I received it! I also tried your troubleshooting which did not and won't work on the defective item you sent me! I have the original packaging and the UNUSED charging pad and cord since IT DOES NOT WORK. The only acceptable resolution is a full refund guarantee and a paid return shipping label.  **** **************

  Business Response

  Date: 12/15/2022

  Hi, Thank you for the response - we would be happy to help this customer. As stated previously, we had asked her questions about trouble shooting the item. We are happy to include them here, or the customer can respond to our original email through our queue. However, the questions are as follows: Can you confirm the make and model of the devices (phone, AirPods, etc) you're trying to charge on the Courant charger and also the case, if using one?Have you been using the same devices the entire time you've owned the charger, or have you upgraded/changed your devices at all? Are you using the Courant power cable and wall adapter that came with the device? For the CATCH:1, that does not come with a wall adapter, it needs at least 5V and 1.8A output in order to properly function. Can you confirm that the adapter you're using is able to supply the appropriate amount of power, and attach a photo of it so we can confirm? Does the light on the back of the device turn on briefly when you plug it in? When the phone is on the charging section, does the light flash or does it stay solid? Have you already performed a hard reset of the charger by unplugging for at least one minute and plugging it back in? Thank you, Team Courant

  Customer Answer

  Date: 12/19/2022

  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 business is sadly lying. I have provided screen shots of my correspondence with them that proves that they acknowledged and  thanked me for my responses.  They say it may be defective  but probably isn’t? That’s ridiculous. I want a guarantee that they will refund my money after it’s shipped (in full) . Many customer say they receive the defective product then refuse ** refund it as the charger “seem fine”  please resolve! thank you
  
  Regards,
  
  **** **************

  Business Response

  Date: 12/20/2022

  Hello, Thank you for the response however, we also have full conversations from our side (which are attached). As you can see from the conversation, suggestions for troubleshooting were not given and we had questions that were not replied to until December 11th. We then explained our policy about returning the item, and how we can troubleshoot by testing the item and then working on getting that refund to the customer. As stated to the customer, it is our policy to bring back chargers to our warehouse for testing - once we get your device we will test it and find out the issue, if any. We will not be issuing a refund until testing is complete and after that we will be in touch with our testing team update. The customer has been given a return shipping label and when she returns the item, we will test and troubleshoot. After our testing team will be in touch with you via email directly with an update and next steps. Thank you, Team Courant

  Customer Answer

  Date: 12/20/2022

  I have attached the PROOF of the answers to the trouble shooting questions that I provided, the date they wereprovided (Dec 11) and the acknowledgement of this by Courant. Courants claim that I did not provide answers is blatantly false!