ComplaintsforRexing USA Inc

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dash camera system. I have been in contact with the company and sent them information they requested. I have asked numerous times what else they needed Ms there was no follow up.

  Business response

  05/10/2024

  Dear ***********************,

  We sincerely apologize for the inconvenience and delay. As we utilize Zendesk for managing our system, we kindly recommend refraining from sending follow-up emails within 24 hours. This is because the system might recognize your ticket as new, and since we prioritize responses from oldest to newest, it could inadvertently cause delays.
  For your specific case, we have already added an internal note, and we assure you that responding to your inquiry will be our first priority this morning. Thank you for your understanding and patience.

  Best *************************************** Team

  Customer response

  05/10/2024

  
  Complaint: 21692197
  
  I am rejecting this response because I have responded to the email as my complaint states. I have sent what I believe has been asked of me. :
  
  
  
  Regards,
  
  ***********************

  Business response

  05/13/2024

  Dear Will, 
  
  Thank you for your response. We understand that you have already responded to our emails as per your complaint. Our intention was to explain why there might have been a delay in our initial response due to the way our Zendesk system prioritizes incoming messages.
  
  We want to reassure you that our customer care team has been in touch and is committed to resolving any outstanding issues as quickly as possible. Please let us know if there is anything specific you need help with or if there are further details you wish us to address.
  
  We appreciate your patience and look forward to assisting you.
  
  Best ****************************************** Team

  Customer response

  05/15/2024

  
  Complaint: 21692197
  
  I am rejecting this response because: there has been no resolution.  A credit is being proposed. I do not  feel this is an adequate solution, as the monies spent on the product and for it to now not work in such a short period of time is really frustrating and is not a replacement of the product as it should be 

   

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

  Business response

  05/16/2024

  Dear ****,

  Thank you for bringing your concerns to our attention. We understand your frustration and sincerely apologize for any inconvenience caused by the issue with your dash cam.
  Our warranty policy covers products for 18 months, and your purchase exceeds this period by approximately one year. However, in recognition of your loyalty and to assist you in resolving this matter, we have offered a 40% credit towards the purchase of a new dash cam. This credit reflects our commitment to providing a fair and reasonable solution even beyond the warranty period.
  We believe this offer is a balanced resolution, taking into account the time you have used the product. While we understand you are seeking a replacement, we hope you can appreciate that our offer exceeds the standard warranty coverage and demonstrates our dedication to customer satisfaction.Additionally, you can use this credit towards any product on our website,including discounted items and our wide range of 3-channel dash cams, giving you the flexibility to choose the best option for your needs.
  Should you have any further questions or require additional assistance, please do not hesitate to contact us directly. We value your feedback and hope to find a satisfactory resolution.
  Thank you for your understanding and cooperation.
  
  Sincerely,  

  Rexing Care Team

  Customer response

  05/16/2024

  
  Complaint: 21692197
  
  I am rejecting this response because while I appreciate  the offer the product should not have become useless after approximately two years.   I would request a review and reconsideration of this offer

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

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this companys product a car dash cam V5 camera and made the worst mistake. They dont care if the camera under warranty is not working. My camera kept rebooting and and upon contacting the customer care they told me upgrade the firmware. I did that and after few months I started having the same issue. But by then I was out of warranty and they will not replace the camera they sold me. I felt that instead of replacing the dash camera they just used the strategy to make sure that my warranty lapses. I connected with the executive who assisted me first time **************** and he took 3 months after telling me that they will send me the replacement camera and told me since I was out of warranty so nothing can be done and offered a USD 64 coupon. I feel cheated by this company as they should have replaced the faulty dash camera at the first instance.

  Business response

  02/22/2024

  Dear *******************,

  The issue of the 95% V5 rebooting can be effectively addressed with a software upgrade. Weve noted that after our initial troubleshooting efforts on February 28, 2023, weve yet to receive further communication. We also need to mention that order verification is a crucial step in our process for resolving issues; regrettably, we did not receive a response to this request on November 27, 2023.
  Please be assured, our warranty extends for 18 months, and our intentions are not to delay but rather to ensure we have all necessary information to proceed effectively. We are truly sorry if your experience with our customer service did not meet your expectations. If it suits you, were more than willing to have our customer service team reach out to provide detailed guidance on how to upgrade your software, which should resolve the issue without incurring additional costs.

  Best regard,
  Rexing Care Team

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 30 Jan 24 I ordered a dash camera from Rexing USA. They sent me an email the same day saying it was shipped, then they sent several emails saying it was delivered. It has not arrived. They have admitted it was not delivered but won't refund my money. They wanted me to contact the shipper, **** they don't even have a phone number. Then they said *** shipped it back. But they still won't refund my money.

  Business response

  02/21/2024

  Dear ****,
  
  We apologize for the inconvenience you've experienced regarding your missing package and the subsequent delay in receiving a refund. Your satisfaction is of utmost importance to us, and we want to assure you that we take these matters very seriously.
  According to *** tracking record 1Z4267424222801476, we have opened the package investigation on 2/6. *** first reported it was lost and notified us the claim was in progress on 2/14. However, *** unexpectedly located this package and initiated its return to shipper on 2/15. We received the returned package on 2/20. Our care team reached out to you to inquire whether you prefer a refund or a reshipment of the package on 2/20. As per your BBB complaint, you have expressed your preference for a refund, which we are more than happy to accommodate. We have initiated the full refund on 2/21. You will receive the full refund in 3 business days.
  Once again, we apologize for any inconvenience this situation has caused you, and we appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please do not hesitate to reach out to us at ***************************** or **************.
  
  Thank you for your continued support.
  
  Warm regards,
  Rexing Care Team
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Advertises "free shipping and free returns" (I saved the web pages of these claims).When I returned product, Rexing charged me arbitrary fees for return.But this was not disclosed in:1) product description (I saved the snapshots of web pages) 2) during purchasing (I saved the snapshots of web pages)3) after purchasing (I saved the final purchase confirmation web pages).Rexing wrote to me that they only inform customers about these fees AFTER PURCHASE when customer is in a process of actual returning of product (product return instructions web page).I have extensive email communications with Rexing.

  Business response

  02/03/2024

  Dear *****,
  
  I hope this email finds you well. I understand that you've raised concerns regarding the restocking fee associated with your recent return, and I sincerely apologize for any inconvenience this may have caused.
  I want to assure you that we genuinely value your feedback, and your satisfaction is of utmost importance to us. The restocking fee is a standard practice aimed at covering the costs associated with processing and restocking returned items. To provide the customer with the hassle-free returns, our company provides the free shipping label for your return. You can access the return policy by following this link on our website.  ****************************************************
  Your feedback is crucial in helping us improve our processes, and I want to thank you for bringing this matter to our attention. We appreciate your business and are committed to ensuring a positive experience with Rexing.
  If you have any further questions or concerns, please don't hesitate to reach out to ***************************** or **************.
  Thank you for your understanding.
  
  Regards,
  Rexing Care Team
  

  Customer response

  02/03/2024

  
  Complaint: 21236428
  
  I am rejecting this response because: the phony is written about "we genuinely care about customers", "we strive to make best product", "we are best in business" and such self-delusional praises about themselves. Typical of Communists. He is going to keep writing like that back and forth.

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

  Business response

  02/06/2024

  Dear *****,
  
  We sincerely appreciate you taking the time to share your feedback, and we apologize for any inconvenience you may have experienced. We understand that the restocking fee of $9.99, as mentioned on our website, has been a point of contention. Please be assured that this policy is standard practice in the industry and is in place to cover the processing and handling of returns.
  
  We strive to be transparent with our policies and ensure they are clearly communicated on our website. Our goal is to provide customers with all the information needed to make an informed decision before making a purchase.
  
  We regret to hear that our response did not meet your expectations and that our core values, which we hold in high esteem, were perceived differently. We assure you that our praises of dedication to customer service and product quality are genuine and not intended to be self-aggrandizing. Our commitment to our customers is unwavering, and we continuously work to improve our products and services.
  
  In light of your feedback, we are willing to review the restocking fee charged on a case-by-case basis. We value our customers' satisfaction and would like to invite you to contact us directly at ***************************** so that we can better understand your specific situation and find a satisfactory resolution.
  
  We thank you again for your feedback, and we look forward to the opportunity to serve you better in the future.
  
  Warm regards,
  Rexing Care Team

  Customer response

  02/08/2024

  
  Complaint: 21236428
  
  I am rejecting this response because:
  Keeps spamming me via this BBB messaging system with "responses" such as "we strive to achieve", "we are the best in business", etc. 
  Regards,
  ************

  Business response

  02/12/2024

  Dear ************,

  Thank you for your continued feedback. We understand that our previous responses have not met your expectations, and we apologize for any frustration this has caused.
  We acknowledge your concerns regarding the restocking fee. This fee is a part of our return policy, which we believe is necessary for our operations. However, we respect your viewpoint and regret any inconvenience it may have caused.
  We are committed to resolving issues in a manner that is fair and satisfactory to our customers. While we stand by our policy, we are always open to discussion and feedback. We encourage you to reach out directly to us at ***************************** for any further concerns or if theres anything specific youd like us to address.
  Thank you for your patience and for bringing this matter to our attention.
  

  Sincerely,

  Rexing Care Team

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm looking to get my website account, as well as my Rexing Connect App account deleted, but have been ignored by support after multiple contact attempts to both ********************************** as well as *******************************

  Business response

  10/04/2023

  Dear *******,

  
  We hope this email finds you well. We would like to begin by expressing our sincere apologies for any inconvenience you may have experienced regarding the recent deletion of your account. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
  First, your Rexing website account and ********************** Connect App account have been deleted. All your personal information also has been removed.
  Regarding the emails that you have contacted, ********************************* and ****************************** are no-reply emails. May we know how do you find these emails?
  If you have any further questions or require assistance with anything else, please do not hesitate to reach out to our customer support team at ***************************************************** or by phone at **************.
  Once again, please accept our sincerest apologies for the inconvenience you've faced, and we look forward to serving you better in the future.
  
  Best regards,
  Rexing Care Team

  Customer response

  10/04/2023

  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.
  

  Dear Rexing, In regards to where this information was found, it is in the footer of the your Privacy Policy.
  

  It states, 

  If at any time you would like to unsubscribe from receiving future emails, you can email us at *********************************.

  As well as, 

  Contacting Us
  If there are any questions regarding this privacy policy, you may contact ** using the information below.
  rexingusa.com
  **********************************
  *******, *********** 06460
  *************
  ******************************
  ************

   

  Thank you again, 
  
  ***********************************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 3rd 2023 I ordered Rexing USA's NEW R4 4 channel dash camera off of there official website where they have a package deal for this particular dash camera offering 170 degree Ultra wide Angle, IR night vision, Parking mode, collision detection, loop Recording, ******************** Type C port, AND (SPECIFIC TO THE OFFER IN ALL CAPS and RED LETTERING) FREE *** SMART HARDWIRE KIT AND 128GB MEMORY CARD. and in all caps below that is a ADDITIONAL OFFER FOR A EXTRA 15% OFF USING A PROMO ****: (REX2023NEW) of which I Used ALSO... BUT DID NOT RECEIVE... ALONG WITH THE *** HARD WIRE KIT AND A 75W *** CAR PLUG ADAPTER IN WHICH I ORDERED AND PAYED FULL ***** FOR BUT ALSO DID NOT RECIEVE. Now along with the new R4 dash cam pkg deal for $279.00 +extra 15% with code. I also ordered 1 =75w usb car charger plug $24.99 (of which, as I indicated( I DID NOT RECEIVE), and 1 ultra slim cpl polarized filter lens $19.99, AND 1 Rexing suction cup mount $6.99, AND 1 4in1 card reader $19.99, Now on MARCH 9TH 2023 my package from REXING USA arrived via *** and within minutes of it arriving I opened package and immediately noticed that the *** HARD WIRE KIT was not in the box NOR WAS THE 75W *** CAR CHARGER PLUG. I immediately emailed them AND CALLED THERE CS LINE within minutes of receiving my pkg NOTIFIEING THEM OF THE MISTAKE IN WHICH THEY WROTE ME BACK VIA EMAIL SAYING THAT THE HARD WIRE KIT WAS NOT AVAILABLE UNTILL MONDAY, AND THAT THEY WERE SORRY ABOUT THE *** CAR PLUG AND THEY WOULD ALL BE SENT OUT ON MONDAY MARCH 13TH of which NOTHING WAS SENT OUT TO ME AND NO ONE WOULD RETURN MY MULTIPLE CALLS AND VOICEMAILS LEFT ON THERE COSTUMER SERVICE MESSAGE LINE. BUT THEN NOT ONLY THE MISSING ITEMS BUT I NOTICED ON MY INVOICE THEY DID NOT EVEN HONOR THE EXTRA 15% OFF THE ***** WITH USE OF THE **** GIVEN ON WEBSITE. but then when checking my credit card used , OF COURSE THEY TOOK PAYMENT IN FULL FOR ALL ITEMS IN THE AMOUNT OF $351.99.

  Business response

  03/14/2023

  Hi *******,

  
  Thank you for your feedback and for bringing this to our attention. We are so sorry to hear about your less than satisfactory experience with the delivery service and hope you will accept our sincerest apologies.

  For the 15% off promotion on the website, the coupon code was not automatically added into the cart, you need to enter the coupon code when you placed the order.Although your order didnt add the coupon code successfully, we would like to honor the 15% discount for your order as well.

  
  Please let us know if you want to keep the order or refund the missing items. The R4 GPS SHWK was back in stock on 3/13 and we plan to ship out on 3/14. If you want to keep the order, we will ship R4 GPS SHWK and 78W.  

  
  If you have any further questions, please feel free to contact our care team.
  
  Thank you for your business,
  Rexing Care Team

*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. ↩