Online Retailer
CostwayInformation and Alerts
Service Area
- CA
Alert Details
This business has 1 alert.
Pattern of Complaints
BBB files indicate that this business has a pattern of complaints concerning issues with product quality and issues with contacting the company. Consumers are alleging company is selling items of inferior quality. They indicated some of the products break a few days after purchase or within the warranty time period. Consumers indicate it is difficult to contact company regarding replacement or warranty claims. Some have also indicated company will not offer a full refund or replacement even if product is within warranty. Others indicated products arrived broken and when they try to contact the company the company will not respond. If the company does respond it tries to charge a restocking fee for products that arrived in a broken condition. On April 7, 2021, BBB submitted a written request to the company encouraging them to address the pattern of complaints. The business provided the following response regarding the pattern of complaints: First we will fully cooperate with BBB's work and this is the plan our company is developing. Secondly, Our customer service work has been affected by the COVID-19, but we have made adjustments in order to provide good buying experience. Finally, in order to alleviate the complaints. We will improve it from two aspects. About quality management, we will stop selling those products of inferior quality or reporting this to manufacturers to improve the quality. About the customer service, we will train our CSR to improve their skills in order to provide satisfactory solutions plus we are hiring more customer service representatives . If you have any other questions please call me or email me.
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