ComplaintsforMobility Paradise, LLC

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Transaction: 12/29/2022. Order number is **** Amount paid: $2,849.05 The business supposed to send a brand new, unused and working condition of a GeyserSteam Excelsior 2-Person Steam Sauna The dispute nature: Delivery was scheduled by the business at a specific timeframe. However, the shipment showed up at the house several hours early. I was not home and my helper was home and signed for the package. I did not sign this myself because I scheduled my day accordingly to the promised delivery window. When I got home and we were going to assemble the product, we saw all the damages and immediately took videos and photos and sent it to the Business (within the same day). The business responded a couple of days later offered only $500 for refund. I did not accept this because it is not right to not only taking my money for a damaged product, but also the product is very large and heavy and taking up space and the amount of time and stress dealing with their poor customer service. Many emails were exchanged to the conclusion of the business not wanting to give a reasonable refund other than $500. The resolution is the business did not care to resolve their poor integrity of selling me a damaged product that is impossible to return as it is extremely heavy and large. If you could see the actual damaged product and the pieces that came along with, youd be shocked. They look like it I picked them off from a trash *****. I have been so stressed out with the amount of that I had to lose and months having the products sitting my entry way due to them being so large and heavy, I live alone and Im height challenged. I have never experienced such uncaring and wrongful customer service like this Business. Order number is **** Thank you for your help and consideration.

  Business response

  08/04/2023

  We are sorry to learn that the item delivered to you is damaged.
  While we do our best to ensure that all products we sell to our customers go through rigorous quality checks before delivery.

  However, we have a strict policy in our Shipping, if a product is damaged, the customer should refuse the shipment and note on the carrier's documents that the item that was delivered was damaged. The damages were clearly caused by bad shipping/ handling. Our warranty policy states, "...damages made by shipment handling are not grounds for returning the entire product. We may be able to send out replacement parts, We also offered you a $500 compensation and replacement parts despite that you declined our offer.

  We are willing to work with you and make sure that the damages are fixed.
  
  Again, Please accept our apologies for the inconvenience caused. 

  Warm regards,
  

  ****
  

  Brand Manager

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  

  *******, thank you for working on this case. I am seeking fairness and the least refund I could compromise with Paradise Mobility would be $1000, not $500 and new parts as I do not trust the quality of products, so I will pass on that replacement parts offer. I paid over $2800 and all I am seeking now is $1000 for morality. I also had to hire help to move all the parts outside my house and have them disposed correctly. They consist of large door-sized panels with metals and at least 90-100lbs so I hope they can understand the big inconvenience and also amount of $$$$ I lost and my stress level. 
  

  I checked back when I reached out Paradise Mobility, their last email to me was dated Jan 20, 2023 at 10:53am that we are currently communicating with the warehouse on all possible resolutions we can offer you. 

  Even though I followed up that response, I have not heard back since. This is not the type of experience any customers deserve; from products and customer service. 

  I appreciate your help rectify bad business and practice. I am here seeking only $1000 refund while it should have been the entire amount which was over $2800.

  
  Regards,
  
  ******************* Ta

  
  

  Business response

  08/24/2023

  Hi,

   

  We have refunded you already and we have checked with the warehouse that they have sent you a brand new item. 

  I will check with the manufacturer again what we can do for this. If we refunded another $500 would that work?

  We apologize for the inconvenience and kindly give us a call so we can resolve this as soon as possible

  Customer response

  09/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I reviewed complaint ID ********, and find that it is falsely stated that they sent a replacement and refunded $500 - none of this had happened. I can provide you proof on my credit card statements that no such amount in any amount was refunded by this company. 
  But since they are offering $500 to be refunding now, please help me get that amount refunded to save my energy and mental health - how we ensure that they will refund the amount? This is getting ridiculous how they are lying. 
  
  Regards,
  ******************* Ta
  
  Regards,
  
  ******************* Ta
  

  Business response

  09/18/2023

  Good Morning,First off, I am sorry for the situation, since this order we have stopped selling this item as we were also very disappointed. To try to remedy the situation in Jan we explained that we were trying to get a refund from the supplier of $500 to pass on to the customer. Unfortunately the supplier did not approve this, however we will go ahead and refund the customer the $500 to try to remedy this situation. Is there anything else that we need to do for this case?

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Hi. After all these months of going back and forth, your team finally agrees that it is a poor product sold also and offering only $500 but I paid $2849 total. My final offer is to refund me half of the amount paid. I will take the other half as a loss and a ****** learned. I would need your team to run the refund, provide receipt and proof of refund of $1424 before we can close this case. Thank you]
  
  Regards,
  
  **********************
  

  Business response

  09/29/2023

  I would like to inform you that upon reviewing your complaint, we have already processed a refund in the amount of $500.00. The purpose of this refund was to rectify the inconvenience you encountered.
  
  We understand and empathize with your dissatisfaction. However, as the refund was processed in full based on our policies and the details of your case, we regret to inform you that we cannot provide an additional refund beyond the $500.00 already credited.
  
  We have a clear guideline in our Shipping policy: if an item is received damaged, customers should decline the delivery and record on the delivery paperwork that the item was damaged due to poor shipping/handling. Our warranty doesn't cover damages resulting from shipping mishaps, but we can often send replacement parts. 
  
  

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  After many months with going back and forth, the result is your company finally refunded $500 that was supposed to be refunded back in January 2023 when I just reached out directly to your customer care. It was never refunded until BBB is involved. 
  Products were damaged and left by the shipment person whom I did not personally signed for that.  The signature on there is not mine. Your company is UNETHICAL for selling this product that you now agree that is not good from your previous response. It was not a low priced item, I paid over $2800 for it. 
  I truly believe your company should not be BBB accredited. I am not OK with this refund amount that is why I seek help from BBB as this is not the standards that BBB should back up for a company like yours  

  
  Regards,
  
  ******************* Ta

  
  

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See the attached letters sent to this company. In conjunction with several phone calls and an attempt to resolve through PayPal. This company delivered the incorrect model which we accepted. The company agreed to refund the difference once they confirmed with the warehouse. The warehouse verified that they responded to them twice that the lower model was sent in error. The company then responded that we ship the bike back at our cost of $750 which was unacceptable. We contacted them again and they agreed to expedite a refund and the refund has still not been processed. This had taken up a substantial amount of time sending in the information to them and reaching out to them by phone. They have neglected to respond to emails and phone calls. We are requesting an immediate refund for the difference in the model and an additional payment you feel is fair for the time taken for the numerous responses regarding this refund request.

  Business response

  08/04/2023

  Thank you for taking the time to communicate with us about the complaint of one of our customers. Mobility Paradise takes great care to ensure that important matters such as this are properly managed, implemented, and processed. And to address the issue of our customer, we truly understand how frustrating it is on the part of our customer whose issue hasn't been resolved yet.
  
  To address the customer's complaint of not attending to his concerns via email, please see the attached file on how we respond to the issue in a timely manner. 
  
  In light of this issue, we will reach out again to the customer and come up with a solution, which we hope will be acceptable to our customer and hope also that this will provide a basis for continuing our relationship.
  
  Thank you. 

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  We have continued to make numerous attempts to resolve this issue with the business and they still have not processed the requested refund. We attempted to email and call them multiple times. We requested a refund for the difference between the model we recieved and the model ordered in addition to the the warranty which we paid for that cannot be used on the bike recieved as it does not match the model of the bike that was ordered. So that needs to be refunded. We also need a receipt for the bike recieved so insurance can be purchased . The company has not responded after several attempts to request for the refund. See the attached emails.

  We are seeking the following refund immediately: 

  Avocado Step-Through Cruiser $1699.95
  Insulated Bike Bag $39.99
  7% Discount  $121.80
  
  Total $1618.14
  
  Prior Pmt 2,063.61
  
  Refund Due $445.47
  (included the 2-Year Warranty which is null and void - incorrect model warranted and needs to be refunded)

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* And *******************************

  
  

  Business response

  08/24/2023

  Thank you for taking the time to communicate with us about the complaint of one of our customers. Mobility Paradise takes great care to ensure that important matters such as this are properly managed, implemented, and processed. And to address the issue of our customer, we truly understand how frustrating it is on the part of our customer whose issue hasn't been resolved yet.
  
  To address the customer's complaint of not attending to his concerns via email, please see the attached file on how we respond to the issue in a timely manner. 
  
  In light of this issue, we will reach out again to the customer and come up with a solution, which we hope will be acceptable to our customer and hope also that this will provide a basis for continuing our relationship.
  
  Thank you. 

  Customer response

  09/01/2023

  Has the company addressed the issue of the dispute?

  No the company has yet to issue the partial refund.  They claim that the shipping company is responsible to send the refund however as the company the company that sold and collected the funds for the bike they are ultimately responsible for issuing the refund and then they are responsible for recouping anything they may have lost if they have lost funds. They are responsible for taking care of the customer and providing us with our partial refund that we are due for the difference in the cost of the bike and the warranty that we purchased that we are unable to use.  
  
  *If not, why? They are trying to pass the responsibility when ultimately the responsibility lies on them as it is their business and they collected my money. 
  
  *Has the company met the agreement they outlined in their response? Not at all.  
  
  Please submit your thoughts via the online system included, or fax, email, or mail within 7 days. The company needs to act responsibly and promptly refund me the money that I am due. This is bad business practice.  

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Has the company addressed the issue of the dispute?

  No the company has yet to issue the partial refund.  They claim that the shipping company is responsible to send the refund however as the company the company that sold and collected the funds for the bike they are ultimately responsible for issuing the refund and then they are responsible for recouping anything they may have lost if they have lost funds. They are responsible for taking care of the customer and providing us with our partial refund that we are due for the difference in the cost of the bike and the warranty that we purchased that we are unable to use.  
  
  *If not, why? They are trying to pass the responsibility when ultimately the responsibility lies on them as it is their business and they collected my money. 
  
  *Has the company met the agreement they outlined in their response? Not at all.  
  
  Please submit your thoughts via the online system included, or fax, email, or mail within 7 days. The company needs to act responsibly and promptly refund me the money that I am due. This is bad business practice.  

  Regards,
  
  ******* And *******************************

  
  

  Customer response

  09/09/2023

  Has the company addressed the issue of the dispute?

  No the company is still refusing to resolve this dispute. A refund still has not been issued.  They are still not taking responsibility for thier business.  
  
  *If not, why?
  
  *Has the company met the agreement they outlined in their response?
  
  No they have not   Very dissatisfied with the companies customer service   They do not respond to phone calls or emails  a refund still has not been processed   

  
  Please submit your thoughts via the online system included, or fax, email, or mail within 7 days.

  Customer response

  09/09/2023

  The attachment provided is an attachment of the bike shipment.  You are not responding to our refund request in a timely fashion.  We were promised a partial refund when we informed your company of the error in the shipment. You confirmed that there was an error in the model with your shipper and once that was confirmed our partial refund should have immediately been processed.  It is not the responsibility of the shipping company as they are not the company that accepted payment from us.  
  

  We cannot use the extended warranty that was purchased on this model. That needs to be refunded along with the difference in the model.  This is a fair and a reasonable request.  Any company that provides good customer service would see this.  
  

  This has gone on for way too many months and has caused unnecessary stress

  Business response

  09/19/2023

  Hi,
  
  We really apologize for the delay in processing your refund. We understand the frustration and inconvenience this has caused you. I want to assure you that we are taking immediate action to rectify this issue. Please see the refund that we are going to process below back to your PayPal account. Please be advised that refund may take 3-5 business days to reach your account and may also depends on your issuing banks timeframe.
  
  Avocado Step-Through Cruiser $1,699.00 + 7% DISCOUNT = $1,580.07
  NOTE: Discount is only applicable for the bike itself.
  
  Refund for the bike: $164.55
  Refund for Extend warranty plan: $279.00
  Total Refund Amount: $443.55
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am a victim of false advertising and misrepresentation by Mobility Paradise, LLC. Their advertising says 30-day money back guarantee, if dissatisfied and that they sell only new items and inspect the items before shipment, which I found all false. It is unfortunate that they take advantage of disabled person desperately needing the help.I purchased Handicare Minilift Sit-to-Stand 160EM from Mobility Paradise online and received the item on 04/06/2023. I paid a total of $2350.00 which includes taxes. I charged the battery and reset the system as instructed in the user manual. The system worked for 2 days and stopped working. When I press the up or down buttons the machine makes a clicking noise and the service light/tool turns on. I recharged the battery again, to no avail. At the time of reset, the service indicator showed 115 total cycles done by the actuator and 706/360 days since last service/days between services, which to my understanding the item is not new and was previously used. When pressed, it clicks and the service tool and light turn on and nothing happens, the item appears needing service after two day of use. Mobility Paradise sold me the item as new and claimed they inspected it prior to shipment. However, the shipping label shows the item did not ship from Mobility Paradises and the last inspection was done two years ago on 04/05/2021 by the manufacturer; therefore, Mobility Paradise had no knowledge whether the item is new or functional. I reached out to Mobility Paradise customer service at ************** several times starting 04/11/23 through 04/28/23 and the only response I received was they will get back to me when they receive a response from their warehouse. I never received a call back. I also sent several emails at ********************************** throughout 04/2023 requesting to take back the item and a refund, however, I received no response. I am left with a nonworking item occupying space in my living room in a box. Please help.

  Business response

  08/07/2023

  We are sorry to learn that the item delivered to you is damaged.
  While we do our best to ensure that all products we sell to our customers go through rigorous quality checks before delivery.
  Our 100% Satisfaction Guarantee means we stand behind our products and customer experience. 
  However, we have a strict policy in our Shipping, if a product is damaged, the customer should refuse the shipment and note on the carrier's documents that the item that was delivered was damaged. The damages were clearly caused by bad shipping/ handling. Our warranty policy states, "...damages made by shipment handling are not grounds for returning the entire product. We may be able to send out replacement parts.
  We are willing to work with you and make sure that the damages are fixed.
  
  Again, Please accept our apologies for the inconvenience caused. 

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  
  The business provided their generic response, they did not bother to read the complaint and provide a solution. 

  I received the item on 04/06/23 and it stopped working within two days after a few uses. I have been calling their customer service as well as emailing them since 04/11/2023, to no avail, they say will get back with you but never did. The item should have warranty, which they never  provided. The business took advantage of a disabled person. Again I am seeking to return the item and refund my money. I have been trying for the past 3 months now!

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

  
  

  Business response

  08/24/2023

  Hi,

   

  We never would want to take advantage to any kind of person. We are not that kind of business. We would be so glad to help you with anything. Our customer service hotline is always ready to take calls and answer your queries and complaints. We have been exchanging emails regarding this complaint, we tried to contact you but we were routed to your voicemail every time we call. For any refund, you may give us a call or email and we are very responsive.

   

  Thank you

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I find the response vague, done for the sake of responding only.

  I have not received any phone call or email response to my emails and phone calls pleeding to please return the nonworking item, including requst to send me a label where to send the item. 

  If the business has a true desire to resolve the matter, then they need to send me the name and phone number of the specific person handling the matter or an email with the label where to return the item. My request is straight forward and clear, return the item and send me a labelvto do so, which I have been trying since 04/11/23.

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

  
  

  Business response

  08/31/2023

  Hi, Unfortunately our return policy is only for 30 days. Kindly check the link below.

  ************************************************************

  We can contact our warehouse if we can do a replacement. It's always important to review the warranty terms & conditions to understand what's covered and any potential requirements for returning the item. We will get back to you once we hear from our warehouse. Thank you!

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Yes, I was aware of their 30 day return policy, which was why I tried all I could to communicate through out the entire month of April (attachment 3 &4) to no avail. Please see the email thread of 04/20/23 (attachment 3) where their customer service agent responded saying the same thing their above response is saying - we will get back with you when we hear from the warehouse. I never heard from them since that email. I have tried by phone several times (attachment 4) which was also to no avail.

  I have attached herewith all the correspondence associated with the purchase and my several requests to return the item because it is not working:

  Attachment 1 -starts with purchase order dated 03/18/23 until the item shipped notification on 04/03/23

  Attachment 2- notification of items not received with the mini lift and their response

  Attachment 3 - emails sent to the business starting 04/12/23 requesting a return of the nonworking item 

  Attachment 4 - phone log showing contacts made to their customer service at ************

  Attachment 5- Item sitting in living room in original box

  As I have indicated in my emails (attachment 3), the item came with no warranty information, I have scanned everything that came with it and emailed to them.

  It is untrue and unfortunate that they now claim that I did not meet their 30 day return policy. The attachments are evidence that I met their 30 day return policy . The item is packed in the original box and sitting in our living room (attachment 5) with the hope they return it. I cannot afford to buy another help and was hoping to do so as soon this is returned and got a refund. In the mean time it has been hard on the caregivers to manually help stand to walk. I find their advertising deceitful and false to attract potential buyers, if not they would have honored it.  I have no trust to receive another item from them,  I am requesting to return the item and refund whatever they are willing to give because I cannot keep the item stored in the living room (attachment 5) and I cannot afford to rent a storage. 
  

   Respectfully,
  *********************

  
  

  Business response

  09/16/2023

  Hi,

  We apologize for the inconvenience this customer has experienced with our customer service and return process. It seems we have fallen short in this case.

  
  After checking the attachments customer provided, we can see that she made multiple attempts to communicate and request a return to the said product that is not working within the 30-day return policy period. We sincerely apologize for any frustration and inconvenience this may have cause her and to the caregivers.

  
  Rest assured that we already escalated this case to our warehouse to investigate the matter thoroughly and take appropriate actions. We will keep the customer posted via email or phone call so we can get this matter resolved.

   

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Thank you for the acknowledgement and apology. However, the matter has not been resolved, it has been 5 months and I am still waiting.  
  Regards,
  
  *********************
  

  Business response

  09/29/2023

  Hi,

  We would like to let you know that we have contacted our supplier regarding this matter. 
  
  Typically the supplier return window is 45 days. We are proposing to waive the return window for you. They are charging us 25% restocking fee and shipping. Don't worry we will cover it for you. We understand that this is a frustrating matter for you.

  We are still waiting for their response. We will get back to you as soon as they get back to us. 

   

  Customer response

  10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Dear Better Business Bureau:

  I am wondering how long this is going to take! Mobility Paradise sold me the item not the supplier. Mobility Paradise previisly stated that their items are shipped from their warehouse, why not take the item back to their warehouse and deal with their supllier from there instead of having me wait unjustly? What is the purpose of having me wait until ther supplier responds? Is there a timeline by which the supplier is required to respond? If the supplier does not respond, then what?

  Regards,
  
  *********************

  
  

  Business response

  10/16/2023

  Hi *****,

  I am deeply sorry for the inconvenience and frustration you're going through. At Mobility Paradise, we take full responsibility for the products we sell, and I understand why you're worried about the supplier's delay in response. We do not intend to cause you to wait unjustly.
  
  We usually coordinate with suppliers to ensure a ****************, but I acknowledge that the process was not as smooth as we had hoped in your case. We are looking forward to receiving a response from the supplier soon, but if there is any delay, rest assured that we will take the necessary measures to ensure your satisfaction. We value your business and your patience, and we're committed to resolving this matter promptly.

   

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
    The response did not provide any resolution that I have been and am seeking. Their going back and forth with their supplier is their internal problem and not my issue. I am seeking for Mobility Paradise to take back the item they sold and refund my money, to make me whole. Mobility Paradise advertised (makes promises) and sold the item as the authorized dealer, I had no dealings with or no knowledge of their supplier, therefore, it is unjust to pass on the blame on someone else and make me wait even more.

  I purchased the item out of necessity and desperation to enable perform the simple daily life tasks that we take for granted, to avoid bed bound, to give the dignity and privacy of being able to go to the bathroom; to help caregiver with lifting and avoiding injury associated with manually lifting.Currently the lifting is done manually by two people whenever possible.

  I reached out to BBB with the hope and confidence that they will be able to help resolve the matter, I am losing the confidence with this back and forth which does not seem to end.   
  Regards,
  
  *********************

  
  

  Business response

  10/23/2023

  Hi *****,

  We deeply apologize for the inconvenience youve experienced. We understand the urgency and importance of the item you purchased. Our internal issues with our supplier should never impact you, and we take full responsibility.

  
  We're actively working to schedule a pickup for the return of your item and we are almost there. We have also been communicating updates via email to keep you informed. Please anticipate a **************** with the refund as soon as our supplier received the item back from their warehouse. We appreciate your patience and understanding.

  Customer response

  10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The item was picked-up on 10/25/2023, I thank you for that. However, I have not received a refund yet. I consider my issue resolved when I received the refund.   
  Regards,
  
  *********************
  

  Business response

  11/09/2023

  Hi *****,

  We regret to inform you that we are still waiting for the refund, and kindly accept our sincere apologies. We are yet to receive the refund for the item you returned from our supplier.

  No worries, I will update you again via email as soon as I have all the complete details for this item that was returned. 

  Sincerely,

  *****

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I have complied with everything they asked me to, however, I have yet to receive my money back. My issue will be resolved when I receive the refund. I was hoping to receive the refund by now to be able purchase an assistive device from local vendor. I understand they have received the item, why is it taking so long to refund? Is there a time frame when to expect the refund?
  Regards,
  
  *********************
  

  Business response

  11/24/2023

  Hi *****,
  
  We apologize if you still haven't received a refund for this item that you returned. We have escalated it already to their management. They mentioned that they are working with their quality control to check the item you returned before proceeding with processing the refund. 
  
  I will get back to you next week with the confirmation and receipt of the refund. 
  
  Thank you for being patient and understanding.
  
  
  

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My issue is not resolved because I have not received a refund yet. It is unfortunate that I have to wait this long and when/if it will be processed still unknown.
  
  Regards,
  
  *********************
  

  Business response

  11/29/2023

  Hi Aster,
  

  We apologize sincerely if you still haven't received the refund for the item you returned. We have already escalated this to our supplier and they have already raised it with their management.
  
  We should receive an answer soon regarding the refund. We guarantee that we will get back to you as soon as we have all the necessary information.
  

  Thank you for your understanding.

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  This is the same email that I have responded to yesterdsy. My issue is not resolved until I receive a refund, because of this, I have to reject the response. 
  
  Sincerely,
  
  *********************

  
  

  Business response

  12/01/2023

  Hi *****,
  
  I hope you are doing well.
  
  We are pleased to inform you that we have already refunded the amount below to your original mode of payment. We also notified you with the complete details via email.
  
  We sincerely apologize again for any inconvenience this may have caused you.
  
  Please let us know if you have any questions or concerns.
  
  Thank you for the business!

  Business response

  12/04/2023

  Hi Aster,
  
  I hope you are doing well.
  
  We are pleased to inform you that we have already refunded the amount below to your original mode of payment. We also notified you with the complete details via email.
  
  We sincerely apologize again for any inconvenience this may have caused you.
  
  Please let us know if you have any questions or concerns.
  
  Thank you for the business!

  Customer response

  12/05/2023

  Better Business Bureau:

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

  To Better Business Bureau:
  Thank you Better Business Bureau for resolving my issue.Thank you for your commitment to helping people/consumers resolve their issues, which they may hsve almost gave up like me. Thank you for keeping  me informed and upto date througout the very long process. I am glad the system exists and it works, portecting consumers!

   

  To Mobility Paradise LLC.,

  Although too late and with the help of BBB, thank you for taking the responsibility and coming forward resolving the issue. I appreciated and accepted your sincere apology. ********,  you will change your policy so others like me won't have to go through what I did because people buy your items out of necessity to be able keep a little independence and dignity. Yes, I accepted the refund!

  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. ↩