Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/07/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
We bought an The ************************* Propane Fire Pit Table from them on Amazon for $2111. Item arrived used/damaged and unable to be used properly. We shipped the item back using our own money through *** for $450. They received the item and now are refusing to issue us a refund.
Business response
12/13/2022
Good Afternoon,
We apologize for the delay in this response. This customer shipped this item back after a warranty was started and never responded to by this customer and then when requesting a return we told them as this is a freight shipment we will need to set up freight shipping for them and we would accommodate them to a no cost return.
This customer then proceeded to take the item unprompted to a *** store and returned the item via *** Ground which resulted in the item being destroyed and unsellable outside of our stated return policy and outside of how this item is to be returned.
We also informed the customer that since this was returned without our consent and not the correct method that a refund would be pending an inspection, which was denied.
This customer then proceeded to file claims with Amazon which were denied by Amazon and we agreed to give this customer a partial refund and have fulfilled that end of the agreement.
This complaint is a blatant smear campaign by this customer without giving the full story as to us attempting to reach out to them and them failing to work with us as we had attempted to work with them.
I have attached a few photos of how this was shipped back to us, as you can see they just threw the items in the box taped up the boxes.
Best,
************Initial Complaint
04/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a Lynx grill on May 28, 2021. Order number SO386586.After many delays from the manufacturer, the company informed me, by both emails and phone calls, that I could canceled the order and they would refund my CC for the amount they charged the CC when I made the order. They informed me there would be no problem with canceling the order and providing a refund.I canceled the order via email on April 4 and by phone on April 5.The company has informed me they are waiting on the manufacturer to respond. It appears to me that I'm just receiving a "run around" from they to cancel the order and refund the money ($4700+). This company has had my money for 11 months and there is still resolution.Business response
04/08/2022
Good Morning,
We have been in constant contact with the manufacturer of the Lynx product ****** ordered. Unfortunately, unlike any other manufacturer or vendor we work with- communication and delays have been a struggle for their company. We were very willing to complete the cancellation of ******** order once requested. We followed our process for having the cancellation confirmed with the manufacturer prior to completing the refund on our end as in the past they have shipped orders to customers without notifying us until days later resulting in no way for us to require the product or funds to be returned. We needed to ensure his order was not going to ship after refunding him. Spotix requested cancellation confirmation via email the morning of 4/5/22. After no reply we emailed again the morning of 4/6/22. We then called that afternoon to ask someone to please reply to our email so we could complete the cancellation process for ******.
Attached is a copy of the refund we submitted to ******** payment method on 4/6/22. Please feel free to reach out should you have additional questions.
At this time ******** order has been cancelled and refunded in full.
Best,
Meg Irish
Customer Solutions Manager
****************************************************
www.spotix.comCustomer response
04/08/2022
Complaint: 16991312
I am rejecting this response because: I don't want to close the complaint until the fund are credited to my CC. Given my overall frustration with the delays and the cancelation process, I don't feel comfortable with closing the complaint.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.