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:10/27/2022

  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.

  On October 17, 2022 I placed an online order with ePlastUSA for 8mm twinwall polycarbonate pieces and mounting hardware. My credit card was charged the full amount of $1,294.96 on October 18, as per their invoice # CQ-**** of October 17, with delivery expected around November 4, 2022. On October 19, 2022, I sent an email to the salesperson I had been communicating with canceling the order and requesting a refund. He acknowledged my request, saying that he would cancel the order and that it might take up to 48 hours before the refund showed in my account.When that didn't happen, I inquired again, and again. Early in the morning of October 26, that salesperson apologized and promised that I would get an email from their accounting office showing the refund had been processed and I would also get my refund that same day, 100% guaranteed. Two days later, I still have nothing. I canceled the order when I realized that ePlastUSA had repeatedly demonstrated incompetence with the details of my order. I decided that it would be unwise to wait 2 or 3 weeks for an order that might have errors in the cutting of the pieces, which would only serve to further delay my project. Now all that I can get from them is promises to refund my money.

  

  Business Response

  Date: 11/01/2022

  Hello, 

   

  First of all we want to apologize for any inconvenience we have created to the customer. As you can see from the receipt attached, the customer has been fully refunded on Oct *******. If he has not received the refund, we invite the customer to contact us for clarification. 

  The customer was sent a quote for review and payment on October 17. After he submitted payment, he then contacted our customer support to make changes to the order. When we responded to the request he decided to cancel instead of make changes.   

  The refund did take longer than usual but there is a process Eplast must go through with the manufacturer on refunds that can sometime increase the wait time for credits.

   

  Please don't hesitate to contact us with any questions. 

   

  Regards,

  ePlast