ComplaintsforIris Vision Global Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/05/2024 I purchased a pair of low vision smart glasses called IrisVision Inspire. I am registered blind and the company claims these glasses will restore vision and help you regain your independence. 16/05/2024 The irisVision Inspire Glasses arrived and I was hopeful that they would deliver a benefit. I patiently set up the glasses with my partner (who is sighted) and we slowly went through every setting the glasses had to offer. 17/05/2024 After painstakingly trying every setting on the glasses for almost 14 hours, I decided that I would never achieve any of the claimed benefits and I contacted Irisvision to request a return for a refund. 17/05/2024 I've been told that I had a 30-day trial period, so, repacked the device and paid for a courier to take it back. At a cost of approx $205usd 18/05/2024 IrisVision responded to my email and accepted the return. Stating I would have to cover costs of return shipping, which I had already done. Within an hour, I had another email from Irisvision stating I couldn't return the item for a refund and that the sale was final. They gave no explanation why my request for a refund had been refused. 28/05/2024 The goods were delivered to irisvision and after receiving no communication from them, I call my bank and initiated a chargeback claim for refund not received. 25/06/2024 I received an email from the bank and they explained the merchant at 30 days to respond to the claim. 19/07/2024 IrisVision called and emailed me saying they had won the dispute. And offered me a 70% partial refund. I called the bank to check and they said IrisVision had not responded to my chargeback claim. 29/07/2024 I emailed the bank for an update.30/07/2024 ******** replied saying IrisVision had responded just before the deadline had elapsed and challenged my chargeback claim. I have to wait again while the bank investigates.

  Business response

  07/31/2024

  Hello-
  IrisVision is aware of the complaint from ************ and has attempted to work with him on many occasions. As you can see from the attached terms and conditions, IrisVision does not offer a trial period or accept returns for international orders. ************ was made aware of this before the sale over several recorded phone calls. The terms and conditions are also sent to each customer along with the invoice, plus they are publicly available on the website.
  After trying the device, ************ reached out to the support team to request a return. Initially, he was given inaccurate information that he would just need to cover the return shipping, but that was quickly corrected in a follow up email a few hours later from a more senior member of the support team. ************ offered to pay a $500 restocking fee, with the hope of getting a policy exception. After receiving the device back to our office and realizing that ************ had filed a chargeback complaint with his credit card company, IrisVision responded to the dispute with full documentation. IrisVision won the dispute and had access to the entire payment amount. As a good faith gesture, IrisVision opted to refund $3000 of the purchase price, after deducting a restocking fee, customs and import duties which totaled $1075. As of today, ************ has received a partial refund even though IrisVision has no obligation to refund any money. 
  IrisVision will not refund the additional amount as ************ was in clear violation of the return policy that he was aware of before purchasing the device. He is clearly frustrated by the outcome and continues to file complaints and post publicly on IrisVision social media with inaccurate representations of his experience. All calls and correspondence between IrisVision and ************ are documented within our systems and clearly confirms his consent to the terms and conditions.
  

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Irisvision did not make me aware of any terms and conditions of sale prior to my purchase. I had one telephone call conversation with an irisvision sales representative, and that was just to take payment. During that call, I was reassured that I would receive a 30-day trial period. 

  Irisvision have not tried to resolve this matter until I issued a chargeback with my bank. They have disputed my charge back and challenged it. 

  IrisVision have offered a 70% partial refund, which I was advised by the bank to ignore. In fact, since the chargeback claim was initiated, the bank advised I cease all communication with them. 

  I want a full refund and despite IrisVision T&C's, they do not override my rights as a consumer, or consumer law regarding distance selling regulations. 

  IrisVision claims to have issued a partial refund, I can categorically state that I have received no refund at all from them. 

  To give this complaint some context: IrisVision are an assistive technology company, they sell visual aids and their customers are people with severe sight impairment (I myself am legally blind).  If irisVision had done the right thing at the beginning, run their business properly, been fair & reasonable. I would not be making this complaint. 

  I have posted my experience with IrisVision on social media. I want to alert other buyers to their sub standard products and their terrible after sales customer service. 

  I am bitterly disappointed at how iris vision have dealt with my return request

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

  Business response

  08/06/2024

  We have attached the full email correspondence between ************ and the IrisVision team. In addition, there were several phone calls prior to the sale that are recorded in our system. The longest one is almost 22 minutes, where ************ elaborates on his vision condition, discusses the limitations of the Inspire device, the sales process, and finally provides a payment method. 

  As evidence from the many exchanges, ************ was fully aware of the device limitations, functionality, and learning process prior to paying for the device. In his follow up return request, ************ states "Further to my request for a return/refund.  I am happy to pay a restocking fee and any other costs incurred to return the IrisVision Inspire. 
  
  If you have any questions, please don't hesitate to contact me. 
  
  Regards,
  *****************
  Mob: 07932734774"

  IrisVision is charging a restocking fee, customs, and imports fees as a result of this return. ************ will receive a refund of $3000. After a credit card dispute that IrisVision won, plus significant time and expense to combat false negative reviews that ************ has been posting on multiple platforms, there is no obligation to provide any refund at all to ************. 100% of IrisVision users are legally blind and we work hard to serve the low vision population. While we recognize that ************ is upset, IrisVision went to great lengths to properly set expectations about the device and offer training and support after purchase. Even though the device didn't work for ************, IrisVision products help thousands of low vision people around the world each year. There is a pre-sale screening process (as evidence from the emails) as well as terms and conditions, coaching, and extensive follow up. IrisVision does all of this to ensure that all customers have access to all the support they could need while learning a new device. **************** representation of his experience is simply not accurate.
  

  Customer response

  08/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  From the beginning of this complaint, IrisVision have blatantly misrepresented me and their last response is yet more half-truths.
  

  The email I sent accepting a restocking fee was prior to IrisVision completely rejecting my request for a return and refund.  They claim they have paid customs fees, but articles for the blind are exempt from customs charges.

  They claim to have won the dispute, but my bank tells me that this is untrue. They have had an opportunity to refund me, but they continue to be ultra defensive and refuse.

  They claim to help blind and visually impaired people, but as a severely sight impaired person myself, they have not helped me!

  The IrisVision Inspire, their so-called flagship product, was sold to me as a visual aid, it's a visual hinderance. Not worth $400usd, let alone $4, 000usd. It delivered no tangible benefit, it was useless. I had it less than 48 hours. Despite my prompt return - costing $205, IrisVision didn't acknowledge receipt until I initiated the chargeback claim. 

  This matter is now best dealt with by my bank and the card dispute team. IrisVision have (again) demonstrated a severe lack of customer service and empathy for my situation. 

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

  Customer response

  09/05/2024

  Thank you very much for your assistance and mediation in my case re: IrisVision. I have an update today - 09/05/2024
  I have finally received my money back via the chargeback claim I opened against IrisVision. Let me be clear, the refund was provided by my bank, not IrisVision. IrisVision have not facilitated or assisted the process of refunding my money, all they did was serve to delay the process and dispute me getting a positive resolution. 
  This has been ongoing since 05/28/2024 (over 3 months) and I'm happy that this has finally been resolved in my favor.
  Thank you again for your Attempt to resolve my case and keep up the good work. 
  

  Regards,
  
  **** **** 

  
  

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