ComplaintsforLiving Well Solutions LLC
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Complaint Details
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Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a water purifier from Sans (doing business as Sans) on 4/29/24 for a water purifier for a total of $399.99. However, the item was not working properly, and I contacted Sans by email on 5/12/24 (there is no phone # or any other contact information) to request an exchange. They have a 30 day "risk-free" return policy. Their initial response was that I was doing something wrong. I responded that I had already tried multiple times what they suggested and it still was not working. I was very displeased by this response and this time request a full refund, and to please send a return label. Since then, I have reached out 3 separate times and there has not been a single response (today is now 5/22/24. I would like a full refund, and I strongly encourage the BBB to further investigate the truthfulness of their risk-free policy--they have no mechanism to actually carry this out if all they have is email and no response to emails. It is also not clear on their website what the parent owner of this company is; it was buried in the Warranty information and then I had to search online for the business information of the parent company (Living Well Solutions, LLC). Thank you.Customer response
06/21/2024
Update re: Complaint #******** Hi, I just wanted to let you know that the business (Sans) eventually responded to me and refunded me fully. Although they never directly responded to you, interestingly, a few hours after you sent them the formal complaint email, they finally returned a message to me and sent me a return label. Approximately 3 weeks later they credited my credit card, but again requiring my prompting inquiry as to when I would receive a refund. Thank you so much as I believe they would have never responded to me without your intervention. ******
Sent from ******************* (
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.