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:08/01/2025

  Type:Delivery 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.

  I bought a graphice Card ROG 4090 from ******************* on September 18 2024. I paid $2,950.50 by email transfer to ************************************ When I receive the package and I found the package did not have the graphice card, there only had the packing box and the shell of the graphice card.Which means i got nothing after I paid. After I knew that, I immediately contacted the merchant to return the empty box and shell for refund.But,they said they bought the graphice card from ******. Since, my refund had to wait until they get back the refund from ******. I said I bought the graphice card from you but i got nothing, since you should refund me, I have no right to wait Amazon refund to you.But, they kept dragging me until now. Every single time I contact them, they will just said wait for their investgation. Also, in the communication of this few month they admit the graphice card had been open before they sold it to me, it is not the brand new one. I guess thats the reason why the package did not have the graphice card inside, it might they took it.

  Business Response

  Date: 13/01/2025

  Dear BBB and ********* ****,
  
  Thank you for bringing this matter to our attention. We sincerely regret the inconvenience you have experienced and appreciate the opportunity to address your concerns.
  
  Explanation of the Situation
   1. Order Confirmation:
  You purchased a ROG 4090 graphics card from us on September 18, 2024, for $2,950.50, with payment made via email transfer to *************************************************************.
   2. Shipment and Product Condition:
    The graphics card you purchased was sold as an open-box item, meaning it may have been previously opened but was thoroughly tested before shipping to ensure functionality.
    The package was delivered through a third-party logistics company, and the shipping records confirm that the package was delivered as expected.
   3. Customer Feedback:
    After receiving the package, you reported that the graphics card itself was missing, and only the packaging box and the shell were present.
    We deeply regret this situation and immediately initiated an investigation with both the supplier (******) and the logistics company.
  
  Limitations and Current Progress
  
  Due to the nature of this transaction, the refund process requires the completion of investigations by both the supplier and the logistics company. The following steps are currently in progress:
   1. Supplier Verification: We have contacted ****** to verify the products condition and shipping records.
   2. Logistics Company Investigation: We have requested the logistics company to investigate the shipping process for any irregularities or potential damages.
  
  We are actively following up with both parties and will expedite the resolution as soon as we receive the necessary confirmations.
  
  Our Commitment
  
  While we are unable to issue an immediate refund due to the ongoing investigations, we want to assure you that:
   1. Regular Updates: We will keep you informed of the progress and ensure timely communication.
   2. ************: Once we receive confirmation from the supplier and logistics company, we will take immediate action, including processing a refund or providing an alternative resolution.
   3. Customer Protection: We are prioritizing your case with the supplier and logistics company to ensure a prompt resolution.
  
  Preventative Measures
  
  To prevent similar issues in the future, we are implementing the following improvements:
    Enhancing our quality control and documentation processes before shipping;
    Adding additional protective measures during transit to ensure product security;
    Strengthening our after-sales service processes to respond to customer concerns more efficiently.
  
  We sincerely apologize for any frustration caused by this situation and appreciate your patience and understanding as we work to resolve it. Please do not hesitate to reach out to us directly if you have further questions or concerns.
  
  Sincerely,
  ********
  Sales
  Z&*****************

  Customer Answer

  Date: 13/01/2025

   
  Complaint: 22781648
  
  I am rejecting this response because:

  I uploaded four pictures as my evidence,

  The first picture is the post from ******************, as we can see the post this item has never been mentiioned open -box and at no point in our communication during the purchase of this item did they mention that this was an open box item until 10 days ago (January 2, 2025),we can check on the second picture. Thats the first time they told me the graphics card had been open by themselves during in this three months of **************** Canadian Consumer Protection Act:Unboxed products, often referred to as open box or refurbished items, should typically be marked or clearly indicated during the sales process.Canadian consumer protection laws require businesses to avoid misrepresentation. Clearly marking unboxed products helps ensure buyers are fully informed about what they are purchasing.Obviously ****************** did not do it and Afterwards, he tried to deceive customers and ******************** by saying that he was marked as open-box.

  During our communication, I asked many times when I would get a refund and how long I would have to wait, but they did not respond. In addition, during these three months of communication, they never proactively contacted me to update me. In this case, every time I have to keep looking for them, they will reply to me as nonsense and then stop replying. The last time we communicated was seven days ago, and they still haven't responded to me. As his reply to BBB said  Regular Updates: We will keep you informed of the progress and ensure timely communication.Obviously he didn't do it.

   Why did you never mention that this was not a brand new graphics card during our purchase of this graphics card, but you said so in your BBB reply:The graphics card you purchased was sold as an open-box item, meaning it may have been previously opened but was thoroughly tested before shipping to ensure functionality. And why would you open my purchase without the customer knowing?

  And I bought the goods from your store. I dont care where you bought them from. I shop in your store and I only need you to be responsible for the defective goods I bought. Why should I wait for ******* reply to get compensation? It is you who needs to bear the consequences, not the consumer.

  In this incident, there are several points that make me very confused and I need to get their accurate reply to ensure my personal rights and I will reserve the right to pursue their legal responsibility.

  1.Why didn't you tell the customer during the sales process that this was not a brand new item?And you said  you did it.Can you provide evidence that during our purchase process you clearly told us that this was not a brand new graphics card to prove that you did not mislead consumers?

  2.Why didn't you tell the customer that you would unpack and inspect it?Can you provide pictures and videos to prove that the product was intact in the box when you opened and inspected it without informing the consumer?.

  3.Why do I need to wait until your merchants purchasing channel pays compensation before I can get compensation when I buy defective goods from your store?

  4.Can you provide me with a specific date when the survey and admiration will be completed?

   

  Sincerely,
  
  ********* ****

  Business Response

  Date: 15/01/2025

  Dear Zhongrong and BBB,
  

  Thank you for your detailed response and for allowing us the opportunity to address your concerns. We understand the importance of resolving this matter promptly and transparently, and we would like to provide clarification on the points raised.
  

  1. Inspection Policy for Graphics Cards
  To ensure the quality and functionality of high-value items like graphics cards, it is our standard policy to inspect each unit before shipping. This process includes verifying that all components are intact and functional.
  Prior to shipping the *** 4090 graphics card, we inspected the product to ensure it was complete and operational.
  The item was then securely packaged and handed over to the shipping provider.
  

  2. Feedback from the Shipping Provider
  Following your notification of the issue, we contacted the shipping provider to investigate. Their response indicated the following:
  The package showed no signs of tampering or damage upon delivery.
  Due to the timing of the report (approximately two weeks after delivery), the shipping provider is unable to determine whether the item was altered or damaged after delivery.
  While we understand your frustration, this uncertainty limits our ability to confirm the root cause of the issue at this stage.
  

  3. Refund Limitations and Investigation Process
  As the transaction involves third-party logistics and suppliers, we are required to complete the ongoing investigation to determine accountability. This includes:
  Supplier Verification: Confirming with the supplier (******) whether the product was shipped as described.
  Logistics Review: Ensuring the shipping provider completes their inquiry into the package's handling and delivery.
  Until the investigation is concluded, we are unable to issue a refund to avoid the risk of unresolved accountability. We are actively working to expedite this process and will notify you of any updates promptly.
  

  Our Commitment
  To address your concerns, we will:
  Provide Regular Updates: We will keep you informed of the investigation progress every [e.g., 3 business days].
  Resolve Promptly: Once we receive the investigation findings, we will take immediate action to issue a refund or other resolution based on the conclusions.
  Clarifications on Your Questions
  Why wasnt the item marked as open-box?
  Our internal policy mandates transparency in listing conditions. However, a miscommunication occurred during this sale, and we acknowledge the lack of clarity. We are reviewing internal processes to ensure such an oversight does not recur.
  Why wasnt the inspection disclosed?
  The inspection was conducted solely to verify the products integrity before shipment. Moving forward, we will implement measures to notify customers about such processes and provide photo or video documentation where feasible.
  Why should I wait for Amazons response?
  While we understand your concern, the resolution of this case involves coordination with both our supplier and the logistics provider. This process is essential to determine responsibility and ensure a fair outcome.
  When will the investigation conclude?
  We are actively urging all parties to expedite their findings. While we cannot provide an exact completion date, we will communicate any updates promptly.
  Preventative Measures
  To improve our processes and prevent similar issues in the future, we are:
  Enhancing our shipping procedures to include tamper-evident packaging.
  Implementing mandatory photographic documentation of inspected items prior to shipping.
  Revising our communication protocols to ensure customers are fully informed of inspection policies.
  We deeply regret the inconvenience caused by this situation and appreciate your understanding as we work to resolve it thoroughly and fairly. Please feel free to contact us if you have further questions or concerns.
  
  Sincerely,
  ********
  Sales
  Z&*****************

  Customer Answer

  Date: 15/01/2025

   
  Complaint: 22781648
  
  I am rejecting this response because:

  You did not respond directly to my question.

  In your reply on January 13, you said: The graphics card you purchased was sold as an open-box item, meaning it may have been previously opened but was thoroughly tested before shipping to ensure functionality.

  During the purchase process, you did not clearly tell the customer that this was a used graphics card. When I reported that the graphics card was missing and there were many traces of use on the casing, you also did not tell me that the graphics card had been unboxed until Your customer service leaked the information and after my questioning, you replied that you had open-box and inspected it.And your deceptive behavior has seriously violated Canadian consumer protection laws.I don't care how you have corrected your deceptive and illegal behavior. I just need you to answer me whether your company will be legally responsible for the above behavior.

  Furthermore,When I first contacted you and provided photos and videos to prove that the graphics card was missing, you did not inform me, as you responded to in your last email:

  To ensure the quality and functionality of high-value items like graphics cards, it is our standard policy to inspect each unit before shipping. This process includes verifying that all components are intact and functional.
  Prior to shipping the *** 4090 graphics card, we inspected the product to ensure it was complete and operational.
  The item was then securely packaged and handed over to the shipping provider.

  There are traces of lies all over your reply. If, as mentioned above, you have carefully inspected this graphics card it was complete and operational before shipping it.Why didn't you tell me immediately that the graphics card was intact before shipment, and this would prove that there was no problem with the product shipped by ******, so your company has been lying and unwilling to take responsibility for your mistakes.

  Therefore,I hope BBB can carefully read the emails that zl-e commerce and I have replied to each other. I hope they will tell the truth and take their responsibilities.

   

   

   

  
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 20/01/2025

  Dear Zhongrong and BBB,
  Thank you for your detailed feedback and for raising additional concerns. We fully understand your frustration and would like to address your points directly while providing further clarification on our stance and resolution process.
  
  1. Regarding Pre-Shipment Inspection and "Open-Box" Handling
  To ensure the quality of high-value items like graphics cards, it is our standard policy to inspect products before shipping. We want to clarify the following:
  Purpose of the inspection: The inspection is solely to verify that the product is functional, complete, and free of defects.
  No use or tampering: The product was not used or altered during the inspection process. It was carefully repackaged and sealed before being handed over to the shipping provider.
  We reaffirm that the *** 4090 graphics card was fully intact and functional at the time of shipping.
  2. Delay in Reporting the Issue
  According to our records, you reported the missing graphics card approximately two weeks after receiving the package. During this period:
  We are unable to verify the condition of the package upon delivery due to the lack of opening-day evidence, such as an unboxing video.
  The shipping providers investigation concluded that the package showed no signs of damage or tampering during transit.
  Without direct evidence from the day of delivery, it is challenging to determine when or how the issue occurred.
  We acknowledge your frustration, but this timeline and the lack of immediate evidence limit our ability to resolve the matter without a completed investigation.
  3. Refund Policy and Investigation Process
  We understand your desire for an immediate refund. However, we must adhere to our investigation process:
  Refunds cannot be issued before the investigation concludes: To ensure fairness and establish accountability, we need to wait for confirmation from the supplier (******) and the shipping provider.
  Once the investigation is complete and responsibility is determined, we will act immediately to resolve the matter, including issuing a refund or other appropriate compensation.
  While the investigation may take additional time, we are committed to pushing for a swift resolution and will keep you informed throughout the process.
  4. Responses to Your Specific Concerns
  Does pre-shipment inspection affect the products condition?
  Our inspections are limited to quality assurance and do not involve using or tampering with the product.
  To enhance transparency, we will implement photo or video documentation of inspections for future shipments.
  Why cant a refund be issued immediately?
  Since the issue involves multiple parties, including the supplier and the shipping provider, issuing a refund before determining responsibility may result in an unfair outcome.
  We understand your concerns, but following this process is essential to resolving the matter properly.
  How is the two-week delay in reporting the issue being handled?
  While we value your feedback, the delayed report creates challenges in verifying the condition of the package upon delivery. To prevent similar situations, we encourage customers to record unboxing videos and report issues immediately after receiving their orders.
  5. Our Commitments
  Transparent Communication: We will provide regular updates on the investigation and share the final report once the process concludes.
  Improved Processes: We will enhance our inspection procedures by documenting product conditions with photos or videos before shipping.
  Prompt Action: Once the investigation is complete, we will act swiftly to resolve the matter and ensure your satisfaction.
  
  Closing Statement
  We deeply regret the inconvenience and frustration this situation has caused. Your feedback is invaluable in helping us improve our processes and customer experience. We remain committed to resolving this matter thoroughly and fairly. Should you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  ********
  Sales
  

  Customer Answer

  Date: 21/01/2025

   
  Complaint: 22781648
  
  I am rejecting this response because:

  First of all, please stop telling me that you opened the box and checked to ensure the integrity of the product. Before I reported this matter to BBB, you never informed the customer that you had opened this graphics card in our many communications over the past three ******** is illegal to open a customer's product without his consent and without informing.
  
  Sincerely,Second, please stop using the excuse that we opened the package two weeks after receiving it and found a problem with the graphics card to ***** responsibility.I have told you many times that this was a birthday present from my ************* one will opens a gift which is for other people in ********** what you said-During this period:We are unable to verify the condition of the package upon delivery due to the lack of opening-day evidence, such as an unboxing video.Please also provide a video to prove that the graphics card was intact when you unboxed it and inspected it without notifying the customer. Otherwise, I hope you will bear your own responsibilities.

  Third, you told me on November 13 that you had applied for insurance and they were already investigating. It has been more than 70 days and there has been no progress. This is unacceptable to me.And you have my WeChat account, but you have not responded to my messages or proactively contacted me to provide me with any progress for more than two weeks.I don't see you taking your responsibilities at all.

  At last, I can only wait until the end of this month.If you still haven't taken the initiative to contact me and inform me of any new developments in this matter on wechat. I will report this to Canada Consumer affairs.And I will bring this graphics card and call the **** for asking them to send police officers to accompany me to your store to resolve this matter on February 14th. At that time, I will bring all the evidence and print out all the chat records between us and find a company with translation qualifications to translate them into English.

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