ComplaintsforSunstone Engineering Research and Development Corporation
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Complaint Details
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Initial Complaint
03/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Laser welder that never worked. They tried to trouble shoot via face time and eventually worked out that the mirror had gone out of alignment in shipping either to us or from Italy to them. The machine wasn't checked in the US, because we had to connect tubes inside the machine when we received it, due to them not being checked by Sunstone before being sent to my office. They agreed to take the machine back, and sent a truck to pick it up. We have not received a refund and our very concerned about their business practice.Initial Complaint
06/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Orion mPulse Arc Welder on 5/13/22. The invoice stated it was on backorder. I called on 5/16 to find out estimated arrival. The cust serv rep said it would be 2 wks. I stated this might be too long of a wait and I had another company offer me the same product at a lower price. At 3:22pm the same day, the order was charged on my credit card and I received an email it had shipped. On 5/17, I received the product on my door step. On 5/18 some complications arose with my business and I needed to delay purchasing the welder. I contacted Sunstone and explained. They stated because the box had never been opened they would waive the restocking fee but that we would need to pay for the shipping back and we would not be refunded the charge for shipping. I sent the welder on 5/24 and the tracking on the package stated they signed for it on the 5/25. I called to confirm they received the package and they did indeed confirm it had been received. I asked the cust serv rep about how long it would take to be processed, he stated it would take a few days and I would see the refund on my credit card by the latest after the holiday (5/31). The 31st came and passed and I did not receive the return. I called again on 6/1 and the cust serv rep stated he did not know why the return was taking so long and he wanted to speed the process up. He stated that it would be processed before the end of the week (6/3). I called on 6/6 to ensure it had been processed and he stated it had not been and that it would be processed that same day and to give it until Wednesday to see the refund on my card. Today is 6/9, and it has not been processed. The rep stated the person processing it went on vacation today but he could ask someone else when they got in at 9am and would call me back at 10 or 11. Martini never called back and when I called at 3:30pm I could not reach cust service. I reached sales, they put me on hold and never called back. I called again, no one would answer the phone.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.