ComplaintsforEckna

• Initial Complaint

  03/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Eckna purchased a Chromebook from me to dropship to one of their customers. The customer subsequently returned the item because the item was an open box and Eckna had sold the item as a new product. The customer (whom I have spoken with) returned the item successfully to Eckna and received a refund. Eckna has also been refunded by me to return the Chromebook to me. They have not done so and have not done anything they have stated in a phone call directly with them. I have been hung up on, and have had no response from customer service chat or emails with regard to this item. I was also told by the buyer that he was told that he does not need to speak to me and to hang up if I call him. This item #********* was purchased on Jan 20, 2022. A return Request was completed Feb 4, 2022. The amount of the Refund was $168.25 and this was refunded to ECKNA, but the Chromebook was never returned to me. I am looking for either a refund or the return of the Chromebook. Newegg has also been contacted, but they state they have nothing to do with this third party issue

  Customer response

  07/15/2022

  There has been no communication or contact on behalf of ECKNA. I have emailed them to follow up and have received no response whatsoever. This case is not resolved. 

  Business response

  08/19/2022

  Dear Sir,
  
  We sincerely apologize for the delay in our response. We after further and deep investigation we have located the unit in our warehouse and have no problem shipping it back to you. Please advise how we can proceed to ship this to you. You can provide a return label or full ship to address. We await your response and apologize for the inconvenience.

  Customer response

  08/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  As long as the computer is returned in full working and original order. The address to ship to is:

  8344 ***************

  *********************, ** 49321
  
  Sincerely,
  
  ***********************

  Customer response

  11/01/2022

   
  Complaint: 16911719
  
  I am rejecting this response because:

  *********** had contacted BBB and said they would return the item in question and still has not done so. The case is now closed because I accepted the resolution put forth by the company and sent them my mailing address. This was over 2 months ago.
  
  Sincerely,
  
  ***********************

  Customer response

  11/29/2022

   
  Complaint: 16911719
  
  I am rejecting this response because:

  The shipping address was forwarded to you in a previous response. Here it is again.

   

  8344 ***************

  *********************, ** 49321
  

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

  Business response

  01/03/2023

  Hello,

  
  We apologize for the inconvenience and frustration you have experienced in regard to the returned Chromebook. We completely understand your request for a refund or the return of the unit and want to assure you that we are doing everything we can to locate the Chromebook. We are truly sorry for any miscommunication that *** have occurred and want to assure you that our customer service team is here to help resolve this issue as efficiently as possible.

  
  We apologize for any difficulties you *** have had in trying to get in touch with us and want to assure you that we take all customer concerns seriously. If you have any further questions or concerns, please don't hesitate to reach out to us. We are here to help and will do our best to find a resolution that works for you.
  Thank you for your patience and understanding.

  Business response

  01/05/2023

  Dear BBB team, 
  
  Thank your your prompt response. We are happy and more than wiling to clarify the following for our customer and ******************** team: 
  
  Our team is currently conducting an inventory reconciliation non-related to this issue as we do them yearly on the first week of every year. However, throughout this reconciliation process, our team has been advised of this situation and are on the lookout for this specific Chromebook. 
  
  We do apologize for the delay in addressing this issue. There is no specific reason as to why it has taken so long to get to a conclusion on this matter besides the fact that our team does not initiate "Drop shipments" from **** or **** sellers often. This must have been a very RARE scenario in which we ran out of the stock pertaining to the customer's order and upon reviewing our records, we even advised the customer of our newly found source for the product they ordered. 
  
  Our estimated ETA for completion of our inventory conciliation should be by: 1/13/2023. Once our conciliation is complete and the Chromebook is not found, we can discuss further action. Otherwise, if the Chromebook is found, it will be sent back to the seller immediately. 
  
  Thank you for your time and assistance with this matter. 

  Customer response

  01/11/2023

   
  Complaint: 16911719
  
  I am rejecting this response because:
  ECKNA previously stated that the chromebook had already been found and requested a mailing address to return the item. This latest response completely contradicts their previous message.  
  Sincerely,
  
  ***********************

  Business response

  01/16/2023

  Dear BBB and Consumer,
  
  In our pervious response, we stated that we were conducting an inventory reconciliation and that the estimated ETA was Jan 13th. However, our team is still not done with this process as we inventory over 3k different SKU's. We requested from the consumer that they provide more details that can help us get to the bottom of this investigation. The consumer stating that we previously confirmed the unit was found, does not help us at all. We are not even sure of whom the consumer spoke to in regards to this. This is why we are kindly asking for as many details as possible. We can't come to any conclusion without as many details as possible. We hope that the consumer's next reply, contains further details about this case while we conclude our inventory reconciliation. 

  Customer response

  01/18/2023

   
  Complaint: 16911719
  
  I am rejecting this response because:
  
  I am still waiting on return or refund of the Chromebook

  As stated by a ECKNA on Aug 19,2022 the Chromebook was found and was to be returned to the address I provided  this did not happen.  That was the previous communication as to the whereabouts of the chrome book  if you view the history of messages you will be able to see this for yourself.

  This item: Red Asus Chromebook C223NA-DH02-RD was purchased from me through **** order # **************. According to the customer that I reached out to (*************************, **************************************************** *****) he stated that he ordered this Chromebook from your company thru Newegg order # *********.  This Chromebook was then returned to ECKNA where it currently is located.  I had personally spoken on the phone with customer **** and received emails from Newegg to confirm all of this.  To simplify  **** ordered this chrome book from ECKNA through Newegg which ECKNA had ordered from me through ****  

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

  Business response

  03/09/2023

  Dear BBB team and claimant,
  
  Unfortunately the result of this claim is that the laptop was not found within our inventory. However, considering the claimant issued us a refund without the return of the laptop, we can offer a similar model worth the same in value if not more. Please advise if the claimant is open to this option. Thank you.

  Customer response

  03/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Please send the replacement to:

  8344 ***************

  *********************, ** 49321
  
  Sincerely,
  
  ***********************

*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. ↩