ComplaintsforZebit Inc

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Basically, I ordered a Asus ROG Ally (handheld computer) from them on the 23rd of August. When it arrived, it had a broken joystick. Shortly after, I filed for a claim for an exchange, and they got back with me on the first of September. I was told the claim was submitted on the 2nd, and it would be up to 20 business days. On the 6th, I was sent the label to return the product, which I did. The product was delivered back to the warehouse on the 8th. I sent a request for a status update on the 12th, which they answered that they would email me with an update on the status and when I would be getting my replacement unit.Well, since then, I've sent an email on the 16th, 23rd, and 28th to ask for a status update on the claim, and have received NO responses. It is now past the 20 business day wait time they told me it would be...and they have sent no communications with me since the 12th.The worse part is that I'm continuing to pay on this item I don't even have in my possession at this point. They have already received the broken unit, and have not even bothered to let me know when I would receive the replacement or even a time frame.At this point, I just want the product back or the replacement so I can move on. Or, at the very least, a refund (and NOT to store credit.) I'm paying $160 a month for something that, I again, don't even have in my possession and, quite frankly, I don't want to do business again with them after this. It's now past a month of waiting, and nearly a month of sending them the item for the exchange.

  Business response

  10/19/2023

  Thank you for contacting us regarding your order.  When a claim is submitted, we are not able to issue a refund or replacement right away as an investigation must occur with the vendor.  Your claim was approved on October 19th and an agent has been in touch with you via email with details regarding your refund. Should you have any additional questions, please respond to our email and we would be happy to assist.
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second complaint about this business. I had a $1,500 limit. Immediately after using only $600 my account was frozen. It says paying off right away doesn't basically help you grow a great rapour, so I pain stakingly for the past several months have been paying week after week. I have like $30 left to pay with individual orders paid off. Even though 1 is fully paid I did not get that credit back to use. I yhink after even paying the last $30 I'm not going to be able to use any of my credit line due to them just not lifting this 'freeze' no matter what I do. Ita very misleading and although I've paid 99% of the debt off nothing is changing on the account. I'm extremely unhappy and will be writing reviews elsewhere to warn others.

  Business response

  10/19/2023

  Thank you for contacting us regarding your concerns. A temporary freeze may be placed on a spending limit to encourage responsible buying behavior and to build a positive payment history with us over time. If this occurs, the account will be reviewed for future order placement once the orders are paid in full according to the payment schedule. We have reviewed your account and emailed you with further details. Should you have any additional questions, please respond to the email and we will be happy to assist. Thank you. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/7/2023 I ordered a Valve steam deck for my husband's birthday- order #**********. Delivery was attempted to my address on 9/12 (Fed Ex tracking number ************) but since I was not home to sign for delivery it was returned to Zebit. I have contacted ***** to reschedule delivery and been told that I need to contact Zebit to arrange. As there is no phone number contact, I have submitted multiple help requests forms with zebit (one on 9/13, one on 9/17, one one 9/21, and three on 9/25 in an attempt for my request to have a better chance of being seen/addressed) in an attempt to reschedule delivery, all with no response. My down payment as well as first biweekly installment have been processed to zebit as well. My husband birthday is on Saturday, and I now have no gift, no information on when I can expect it to be resent, and payments for the item being pulled. I am just looking to get this item that I am paying for actually delivered to me. I understand why the item was initially returned, but am upset there has been no contact as far as rescheduling delivery.

  Business response

  10/19/2023

  Thank you for contacting us regarding your order. A claim was submitted, and an investigation must occurred, resulting in approval of your claim.  Your claim was approved on October 6,2023 and an agent has been in touch with you via email with details regarding your refund. Should you have any additional questions, please respond to our email and we would be happy to assist.
  
  

  Customer response

  10/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Bailee *********
  
   
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been using Zebit for a number of years now and so far only one hiccup dating back to account infancy. Now - I placed an order on 09/04/2023 - Only received 2 items out of the 6 ordered. Received a tracking Number from ****** suddenly delivery is to be delayed, then with no communication, the item(s) are being shipped back to the point of departure. No emails, NO response to service requests, and yet my down payment has already been made, no word on the other items in the order and now I have a payment due at the end of the month...! I think NOT. I will pay for the items I already received and have been paying on, however, I am NOT paying for anything not received. Again, NO emails with an explanation have been received. If they respond here that they responded to me prior to this post, they are lying(I have a filter on email). Also, I will continue to post here, updating my status AND whether or not they went punitive and cut off my account. Since I have been a good customer and ordered from them consistently, I would hope they would appreciate the loyalty. We shall see...

  Business response

  10/19/2023

  Thank you for contacting us regarding your order. A claim was submitted for your items, as an investigation must occur between the supplier and carrier.  Your claim was approved on October 5, 2023 and an agent has been in touch with you via email with details regarding your refund. Should you have any additional questions, please respond to our email and we would be happy to assist.
  

  Customer response

  10/19/2023

  While I appreciate your response to my claim and refund, I highly unsatisfied with lack of response and explanation as to why this happened in the first place.  While I understand there is a "timing" issue, I do not and will not accept the fact that it has taken almost 2 months to get this dealt with. No explanation, no reason and if I had not pressed the issue with BBB and other outlets, you would have never reached out to me or other customers with similar issues.  The correspondence I received was sparse and vague, however you still demanded I make payment on the order with no explanation and froze my account when I clearly stated that I would NOT pay for anything not received nor a full explanation as to why the items were summarily cancelled and recalled during shipment. Therefore I am NOT satisfied regarding this order. I am further unsatisfied that it appears my account is frozen still for no other reason than a punitive reason. Payments are still being made on previous orders, and yet I cannot purchase additional items due to "Financing options are currently unavailable, to maintenance."  This is also unacceptable.  Therefore, if you wish to maintain me as a customer I demand a fully detailed(that means a full summary) of why, how and when for everything related to my account. Failure will result in further complaints filed and possible legal action. You are a fiduciary and therefore are held the standards and processes of such. I expect to see a fully detailed explanation of my order issue and the further issue of the inability to use my account, within 2 weeks from 10/20/203. 

  Business response

  10/27/2023

  Thank you for contacting us regarding concerns for your order and account.  A claim was submitted on your behalf.  While we use third party vendors at times there may be a delay. On 9/26/23 we were advised you did not want to make further payments. On 9/29/23 we notified you that your account was active.  An email was sent on 10/05/23 notifying you of your claim being approved, the refund processed and notification your account was in default due to a missed payment.  We received a manual payment on 10/06/23 and the account became active.  As stated in our email communications on 10/09/23, the inability to use the account is not a reflection of your account status.  Financing has been temporarily paused while we are addressing matters with our platform.   We apologize for any frustration this has caused. 

  Customer response

  10/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying to contact this company for a while. No one ever responds. I just need them to answer my email or my messages on social media.

  Business response

  10/19/2023

  Thank you for contacting us regarding your concerns. We have followed up with your email through ******************************* on 10/12/23 concerning your inquiries. Should you have any additional questions, please respond to the email from our agent and we would be happy to assist. Thank you. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive placed two orders with Zebit. The 1st order being on 9/4 and again on 9/10 for two different items. Ive asked for shipping information or an order update on 9/13, 9/14, 9/18. I opened a ticket in 9/15 and another ticket on 9/21. All have gone unanswered. Not a single reply. I do still want the items but with no response, it seems to me like a scam. Ive paid almost $900 and still have not received the items or a response on shipping.

  Business response

  10/19/2023

  Thank you for contacting us regarding Order# ********** and Order#***********. We have reviewed the orders and see they were never finished processing with the vendor.  We have sent you more information via email concerning your account.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Is Zebit still an ongoing company? It looks like they are shutting down and seen posts on social media saying most employees were let go. Asking because I recently purchased something from them and need to know what is goig to happen.There is nothing on their website saying anything, But the website isn't allowing you to buy anyting.

  Business response

  10/19/2023

  We were unable to locate an account with the email provided, please email us at ******************************* and we would be happy to assist you.  Thank you.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a AC from the organization. The air conditioner went out and they refunded me a check that was returned by my bank. They are a complete fraud and scammers.

  Business response

  08/21/2023

  Thank you for contacting us regarding your concerns. We apologize for the error with the originally issued check. A new check has been issued with an additional $40 to cover the fees incurred by your financial institution. A member from our management team has been in contact with you via email with additional details regarding the check. Should you have any further questions, please respond to the email and we will be happy to assist. Thank you. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had previous issues with my zebit account. My account was used by someone using a different name (not even a complete name) and orders made from a different state. These charges were processed and billed to my debit account. It took a couple weeks to resolve this issue. Obviously, the debit card used was closed. I wrote to zebit.com several times asking how I could set up an auto pay with additional security to ensure my account would not be violated again. I received no response. I continued to manually make my bi weekly payment for an existing order I made prior to the misuse of my account (again, I refused to provide a new debit card) I went into my zebit account and realized that less than 24 hours my account was billed for the entire balance (not what was due) or authorized. Obviously they used the closed account and it was charged back. I paid what was due and an additional bi weekly payment. I am not past due. There is enough history and messages on this account that would explain why a hacked account would not continue using the debit card that was hacked. I have messages numerous times for my account to be unfroze. I am not past due, have always paid my account and was late onetime for less than 24 hours Late, because they billed the full account balance to an account that was closed because their site is not secure

  Business response

  08/07/2023

  Thank you for reaching out again with your concern. You contacted us on April 23rd informing us of unauthorized charges and your account was immediately frozen while we conducted an investigation. On April 24th, the following day, we informed you that we took the appropriate actions for the situation and issued you a refund. At that time, we also suggested ways to secure your account as you previously mentioned Unfortunately, for me my associated email with Zebit was also hacked. I realize not to use same passwords for multiple sites.. We have included a link to Zebits cybersecurity page **************************************************** previously mentioned, with tips to protect your personal credentials.?In an effort to protect the security of customers and the company, Zebit will freeze an account once a chargeback is filed. Our experience and analysis show that this kind of transaction history is often associated with fraudulent activity or loss. If Zebit determines that an account is being used in a fraudulent manner, Zebits policy is to close the account and not reopen it.?? As the merchant is unable to file a chargeback, we advised you to contact your financial institution as they should be able to provide further information on the chargeback that was filed. Our management team has been in contact with you throughout the process with details of your account. We apologize for the impact this decision has made.
  

  Customer response

  08/09/2023

  The issue with my account and debit card being hacked had been resolved. That issue is not in dispute. I had a bi weekly payment due for an order I made before the site and debit card had been hacked/ defrauded. I continued to pay the required bi weekly payment manually. I refused to list my new debit card on site because of the recent fraud. I did however, message several times a direction to provide a new debit number for an autopay. I was willing to directly provide the new debit number if the security of this number was increased. Clearly, my previous debit number permitted the use of my card and orders from someone with a different name and from a different state. Zebit was fully aware of this card being closed. I was going in manually, to pay my bi-weekly payment (I am currently paid as the contract states)  on the payment in question I di not get a notice my bi weekly payment was due. I had signed in to the site and recognized less than 24 hour before a payment had been charged back (they used a closed account) I paid that required bi weekly payment. It is clear that Zebit attempted to charge for the full amount and not what was due. They were not authorized to charge this amount, did not give notice they would charge this amount and based on the history should of known there was no active debit number listed with them. Numerous messages and the history of the account would of provided that information. Clearly, Zebit charges credit/debit cards unauthorized amounts, has issues with the security of their site and freezes an account for a payment charged an identified closed account (because of their security issues) for a payment due less than 24 hour prior. I would ask ZEBIt to show where the amount they charged was even due, responds to the fraud history and show what my current payment stutus is.

  Business response

  08/11/2023

  Thank you for reaching back out, ****************. Our management team provided a detailed overview of the payments in question in their email to you on July 26th. As mentioned, please contact your financial institution for assistance as they will be able to provide further information.

  Customer response

  08/17/2023

  There is nothing to check. The account in reference was closed because of fraud done to my Zebit account. I refused to add a new card because Zebit is not a secure site. The amount in question was not even due. How could you bill a debit account that was closed. Check the account history. Check the many messages asking for away to provide a new debit card ? Please answer this question: Am I past due ? (no) Am I paying as required (yes) Please demonstrate when ***** was ever due (It was not) You may want to check the account history. Any charge backs were from the account being used by someone with a different name and from a different state. It is clear your site is not safe.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product and it was shipped. When I received it it was damaged and all of the pieces are not there. I reached out to monarch and I had to send an email to zebit. They told me to send pictures and I did. I have been following up with them week by week without a resolution and them still taking my money. I told them to come get the product and give me my money back. If my money is not returned I will get an attorney

  Business response

  07/28/2023

  Thank you for reaching out regarding the concerns with your order. It was brought to our attention on July 6th that your order arrived damaged and once we received the necessary photos and information, a claim was submitted on July 11th. Our Fulfillment team must work with the supplier on a resolution which may take up to 15 business days for the claim to be approved. We are unable to issue a refund or replacement until the claim process is complete and we apologize for not being able to expedite this process. An agent has been in touch with you via email informing you that the claim has been approved and a refund has been issued. Should you have any additional questions, please respond to the email and we will be happy to assist. Thank you. 

*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. ↩