Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Apr 27, 2025, I purchased ****** 2020 ThinkPad E15 15.6" FHD Business Laptop Computer, 10th gen ***** i5-10210U (up to 4.20GHz,Beat i7-8550u), 16GB RAM, 512GB SSD, WiFi HDMI Win10 Pro from Olive Innovative Technology through ******. The computer was not as described and as such I immediately mailed it back. After about 3 weeks, I did not receive refund, I contacted the seller (Olive Innovative Technology) through ******. Olive Innovative Technology then responded: What actually happened is that our system did not mark your return as received because we have not yet received your package.While the tracking might show delivered, if you closely review the delivery confirmation, it shows the package was delivered to *******. Unfortunately, we do not have any staff member or facility named *******, and this location is not associated with our warehouse.I then sent the confirmation from **** Olive Innovative Technology then responded that I returned the wrong product and as such they charged me $104.48 restocking fees. I messaged them through ****** that if I had sent back the wrong product, why didnt they mail it back to me? This should be unacceptable that I will return the computer as requested and only 2/3rd of money will refund. I please need the remainder of my $104.48 refunded

  Business Response

  Date: 06/25/2025

  Dear ********************** style="font-size: 0.875rem;">We are responding to the complaint made by the customer regarding an order placed through ****** from our company, Olive Innovative Technology, for a ****** ThinkPad E15 (Renewed) laptop.

  We would like to emphasize the following:
  
  Factual Timeline and Actions Taken

  The product shipped was certified and tested through our ********* Authorized Refurbisher program.
  The item was returned by the buyer due to the reason cited as battery life short. However, we confirmed through diagnostic reports that the battery was at 91% health at the time of shipment - well above Amazon Renewed standards (minimum 80%). And upon receiving the return we have tested the battery and confirmed again the battery health was 91% health.
  

  The product was returned with significant cosmetic damage, including scratches on the casing and wear on the palm rest, which did not exist prior to shipping. We have attached photos for verification.
  As per Amazons official Restocking Fee Guidelines, when a buyer returns a used item with minor damage, the seller may apply 25% restocking fee. We applied ***** USD (not  $104.48, since the difference is the TAX portion which Amazon holds and provides to the government), which is precisely 25% of the total value.

  Amazon Restocking Fee Guidelines:
  *************************************************************
  
  Delivery Issue Clarification

  Initially, the package was marked as delivered to "*******", which is not our facility nor a staff member. Please check the tracking record, it is clearly indicated as Received By: *******
  ***************************************************************

  We had to manually locate the return by physically visiting neighboring buildingsan action that delayed our processing of the refund.
  Once the unit was recovered and inspected, the restocking fee was applied strictly according to Amazons published policy, not due to any wrongdoing or arbitrary decision. Buyer is trying to make this case complex citing our message we sent prior to locating the package. 
  
  Battery Life Misrepresentation
  As noted earlier, the battery life was certified at 91%health. This is validated by the attached diagnostic report from our certified testing automation system, approved under the ********* Authorized Refurbisher program and ******.

  Amazon Renewed Program Battery Requirement:
  **************************************************************
  

  Batteries must have a capacity that exceeds 80% of the new equivalent.
  We met and exceeded this threshold.
  
  False Claims and Amazons Determination

  The buyer also left a public negative feedback, which ****** later removed after investigation, citing that the complaint did not reflect the actual seller performance and the case was not aligned with Amazon policy. Please see attached proof of case result that ****** decided to remove the negative feedback that left by the buyer.
  All supporting documentation was previously submitted to ******, including photos of the returned unit, diagnostic reports, and system logs showing the battery health. ****** started an investigation on this buyers account due to misuse of return policy.
  
  Our Position:

  We are a certified, professional refurbisher that follows every ****** and industry standard.

  We:

  # Shipped a fully working unit with 91% battery health.
  # Accepted the return, located the package despite delivery issues outside our control.
  # Issued a refund with restocking fee applied based on Amazons official restocking policy due to cosmetic damage caused during the buyers usage.
  # Maintained full transparency with the buyer throughout the process via Amazons message system.
  
  Request for Resolution
  

  We respectfully request this BBB case to be closed in our favor. The buyers complaint is unsubstantiated, and the financial handling of the transaction strictly followed Amazons published and enforceable guidelines. The refund applied was accurate, appropriate, and documented by evidence now attached to this response.
  We are including the following supporting documents:

  - Invoice showing the serial number and the unique number of the product.
  - Battery Diagnostic Report screenshot
  - Returned Product Photos
  

  We remain committed to providing quality, certified products and professional customer service in full compliance with all Amazon and industry standards. However, when we identify buyers attempting to abuse Amazons return policy, we take every necessary step to report such activity to Amazon and follow through persistently. Our goal is to help maintain a fair,transparent, and sustainable marketplace, both on ****** and across all retail platforms.
  

  Sincerely,
  Olive Innovative Technology

  
  

  Customer Answer

  Date: 06/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23501083
  
  I am rejecting this response because: Olive computer claimed that they applied ***** USD which is not true. Please see attached email from ****** indicating that $104.48 was taken from my card as restocking fees. If you look at the pictures, I do not see any scratches as claimed by the Saler. They had initially said that I returned the wrong product. I used the return label that was provided by Olive computers it is not that I created my own return label. Olive computer also claimed that the package was delivered to *******, if you look at the delivery document, it said that it was delivered to ******, **, ** and received by *******. ****** had requested that they refund my money and they refused to and will not respond (see attachment) 

  In summary, Olive computer has presented 4 different reasons why the need restocking fees:

  (1) The product was delivered to *******, and not ASBURN VA (2) It was the wrong product that was delivered to them (3) That they applied ***** USD and not $104.48 (4) The computer has scratches and the reason for restocking fees. The question is which of their story is true. They scammed out of $104.48 and they will need to refund my money back.
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,

  We are submitting this follow-up response regarding the complaint filed by the customer, ******** *****.

  As stated in our original response, our actions and decisions regarding this transaction strictly followed Amazons published return and restocking fee policies. The customers recent claims, unfortunately, contain inaccuracies and misinterpretations of the facts and context.

  Clarification 1: Delivery Confirmation "*******"

  The customer alleges that we falsely stated the package was delivered to the wrong city. We must emphasize that we never claimed the package was delivered to the wrong city. Our previous statement reads as follows:
  

  Initially, the package was marked as delivered to '*******', which is not our facility nor a staff member. Please check the tracking record; it is clearly indicated as 'Received By: *******'.
  

  To clarify, "*******" is the name of the individual who signed for the packagehe is not affiliated with our company and is not located at our warehouse. This is a common scenario in commercial areas where misdeliveries occur between neighboring businesses. The city listed on the delivery confirmation was *******, **, but the individual and location that received the package were incorrect.

  We had to locate the returned item by manually visiting surrounding buildings. This delivery error delayed our ability to process the return in a timely manner. The buyers suggestion that we fabricated this issue is incorrect.

  Clarification 2: Restocking Fee Amount

  The buyer insists that we "scammed" them out of $104.48. However, this amount includes sales tax, which ****** withholds and remits to tax authorities. The actual restocking fee applied by us, the seller, was $99.22, exactly 25% of the item subtotal (excluding tax). This is fully compliant with Amazons official restocking fee policy, which allows up to 25% when:
  The buyer returns a used item with minor damage.
  (Source: Amazon Restocking Fee Guidelines : *************************************************************)
  

  Clarification 3: Allegation of Wrong Item Returned

  The buyer has misrepresented our communication. Nowhere in our formal resolution or refund statement did we claim that the buyer returned the wrong item. That phrasing was part of an early automated internal system status message (due to tracking mismatch), before we physically located the unit. It was corrected once the unit was found and verified.
  The final resolution was based solely on the condition of the returned unitnot any claim of item mismatch.

  If we claimed the wrong product was returned then the would apply 100% restocking fee, not 25% restocking fee. The restocking fee is applied in line with Amazon terms. 

  Clarification 4: Condition of the Returned Laptop

  The buyer disputes the cosmetic damage claim, yet the attached photographic documentation clearly shows heavy wear and tear, including scratched casing, scuffed palm rest, and keyboard discolorationnone of which were present when the unit was shipped. If your system allows us to upload more photos, we do have more photos of the returned product, but as it can be easily recognizable that the palmrest area is full of grease and wear and tear. Please make sure to check the attached returned photo.
  

  We are a ********* Authorized Refurbisher, and each system undergoes strict diagnostic, cosmetic, and functional inspections prior to shipment. Photos and testing logs (already submitted) confirm that the item was shipped in excellent condition.

  Clarification 5: Battery Health and Refund Justification
  

  The customer initiated the return citing poor battery life. However, our testing confirmed the battery was at 91% health, significantly exceeding Amazon Renewed's minimum requirement of 80%.

  (Source: Amazon Renewed Battery Requirement: **************************************************************)

  As such, the buyers return reason was not factually supported, and the cosmetic damage qualified for a 25% restocking fee under Amazons policies.

  Additional Evidence Amazon Feedback Removal
  

  Following this transaction, the buyer left a negative seller feedback on ******, repeating the same false and defamatory claims. ****** investigated the case, reviewed all evidence (including our communications and product condition), and removed the buyers feedback, concluding that it violated Amazons feedback policies and was not a fair representation of the transaction. ****** already started an investigation on this buyer's account. Such behaviours are considered as abusing Amazon terms and return policy. 

  We would like to underline:

  - The product was shipped in excellent condition and met all Amazon Renewed program requirements.
  - The return was accepted and refunded, minus a restocking fee permitted by ****** due to the products returned condition.
  - There was no misrepresentation or contradictory reasoning; each explanation was tied to a step in the return process.
  - We maintained professional communication at all times.
  - The buyers new allegations are speculative and inconsistent with the documented facts.

  Request for Case Closure

  We respectfully request that this BBB case be closed in our favor. Our actions were fully compliant with ******* strict policies, and the customers complaint does not present any factual basis for wrongdoing. No further resolution is due, as the buyer was refunded per policy, and no part of the process was handled improperly or misleadingly. We are not willing to respond any other false claims that accusing our business, we have been so patient and respectful, but please step in to this situation and investigate all the facts provided and confirmed with Amazon and **********
  

  Sincerely,
  

  Compliance *******************start="5593" data-end="5596"> Olive Innovative Technology
  ********* Authorized Refurbisher | *****************************************start="5693" data-end="5696">

  Attachments:
  

  Battery Diagnostic *************** and ********* Certified Automation System
  Returned Unit Photos
  Amazon Feedback Removal Confirmation and the Feedback Screenshot Left by the Buyer.
  

  Customer Answer

  Date: 07/16/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23501083
  
  I am rejecting this response because: I have reported to ******. ****** decided to refund my money and will mark this company 
  
  
  Regards,
  
  ******** *****