Description

My email to their support team: After ordering this product over thirty days ago, I finally received the package today. The rachet straps contained in the package are not at all what I purchased. I purchased a set of 2025 auto retractable rachet straps and instead got two cheap rachet straps. In addition to the order being incorrect, the straps were not neatly coiled, they were not securely packaged, they were tangled and they look used. Your website will not allow me to process a refund. Your refund policy states I have 7 days from receipt of package to submit a refund request. Therefore, I am requesting a refund in the amount of $54.90 and instructions on how to return these cheap straps. Customer Care Team’s response: Hi Jamie, Wishing you a Happy New Year, and thank you for your message. First and foremost, I would like to apologize for everything that you have gone through since the product was not what you expected. We would like to confirm that the ratchet straps you received are the correct model. This is a newer design that no longer includes an automatic button. The previous version used an automatic button mechanism that, based on customer feedback, was prone to malfunction after a period of use and could cause the strap to deform, so we discontinued it to improve quality and reliability. Unfortunately, we were unable to update the product name and advertising materials in time, as changes to ads and campaigns require a lead time to implement. We sincerely apologize for any confusion this may have caused and are actively working with our team to correct this as soon as possible. We also sincerely apologize for the condition in which the straps arrived. Please be assured that all items are brand new. Due to shipping, some movement inside the package may have caused the straps to become tangled or look less neatly coiled. It can still be used effectively for tightening and securing as intended. For your convenience, we’ve attached a short video demonstrating how to use the straps (please also note that colors may vary slightly between batches). If you want to return, I'm sorry that you have to pay the shipping fee back to our return warehouse in Asia. However, the charge would be high due to geographical distance, so the returning option is not our first recommendation. Alternatively, we would like to offer 15% refund on your current order. You can keep the product or donate to someone who may need it. How do you think, Jamie? Actually, I think this offer is a better deal rather than choosing to return. I hope you understand my attempts to fulfill your request and that we've made every effort to arrange the best deal for you, Jamie! Note: The address in the label is not our return warehouse. We are not responsible for a refund if the customer returns to that address. Please consider this offer and let me know your thoughts as soon as possible so that I can support you further. Best regards, ------ Customer Care Team