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:23/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Dear team,I'm writing to file a formal complaint against CanadaSage Health Ltd., located in 2095-***************. ********, BC V6Y 3Z8. On April 7th, 2024, I made a purchase from their website (***********************), order #****, for $1039.41 (item: ******* * *******). Later, due to a change in circumstances, I requested order cancellation through their contact form.They partially refunded $985.76 on April 9th, short of the full $1039.41. I contacted an employee, ****** ****, via ****** on April 12th, seeking clarification. Despite initial assurances, no further feedback or resolution was provided. Despite reminders on April 18th, 19th, 20th, and 21st, ****** failed to respond.This lack of communication and failure to address the issue reflects poorly on CanadaSage Health's commitment to customer service and consumer rights.I believe they violated consumer protection laws by not providing the product as promised and issuing an incomplete refund. This has caused financial loss and inconvenience.I request your team's assistance in investigating this matter and ensuring CanadaSage Health complies with consumer rights. I also seek help in obtaining the remaining $53.65 refund owed.Enclosed are relevant documents.Thank you for your attention. I anticipate your prompt response and resolution.Sincerely,*******************

  Business Response

  Date: 06/05/2024

  I didnt see the letter until I went to the mailbox today.

  We only received $961.01, but we saw from the website that the customer paid ******** ***, and we still refunded the full amount paid by the customer. Please see the pictures paid. Even though we lost a lot of money, we still did it for our customers.

  We don't know how the difference occurred as mentioned by the customer. It should be caused by different currencies. She should contact her credit card company.

   

  Thanks

  Customer Answer

  Date: 07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  1. It is true that the initial payment was made in *** (******* ****); however, the checkout process on your website clearly displayed the equivalent amount in Canadian dollars ($1039.41 CAD), which I paid. As a result, I rightfully expect to receive the full refund in Canadian dollars as well.
  
  2. Regarding your suggestion to contact my credit card company, I find this response inadequate. As a customer, I expect the business from which I made the purchase to take responsibility for any discrepancies or issues arising from the transaction.
  Additionally, despite your advice to contact *******, I received no response or assistance in resolving the matter.
  
  3. I am disappointed by the lack of proactive communication and resolution provided by your company. The delay in responding to my inquiries and the dismissive nature of your explanation further exacerbate the situation.
  Given the circumstances, I urge you to revisit the issue and provide a satisfactory resolution. I expect a full refund of the remaining $53.65 CAD as soon as possible.
  
  I look forward to your prompt action and a resolution to this matter.
  
  *******************