ComplaintsforHak5
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Complaint Details
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Initial Complaint
04/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a gift for my son for Christmas. I bought him the same item someone else also got him. So I contacted their customer service department and spoke to Jaimie. Jaimie informed me that they charge a 30% "recycling" fee. That wasn't disclosed when I was chatting about potential returns prior to purchase. But after spending $954.01 I wanted to recover what I could at this point. So I contacted Jaimie about returns and he told me to send them to their address in San Bernardino. So I did. Several weeks went by and I never received the refund. So I reached out again and they said they never received the return so they would not be issuing a refund.Business response
05/11/2022
Customer has not provided tracking information for return. Goods have not been received. Customer was advised to provide tracking information and ship via insured carrier when RMA number was issued. Return policy clearly stated in terms of service. Customer accepted terms of service as condition of checkout. Refund will be assessed in accordance with agreed upon policy within 7-14 days of receipt of goods. All obligations per rules of ICC Intercoms 2010 CPT have been satisfied. Customer is responsible for returning goods before processing refund.Customer response
05/11/2022
Complaint: ********
I am rejecting this response because: being told to insure a return ahead of time is a red flag that they automatically plan to "not receive" the return. How many returns without tracking have they actually received? It seems to me that they plan to defraud people returning merchandise unless they actually pay extra to insure the company doesn't defraud them. I misplaced the tracking info and after realizing 3 weeks had passed without the refund, that is when I checked with the company. It's all too convenient for them to require proof, otherwise their default is to defraud.
Business response
05/12/2022
Customer agreed to return policy as condition of sale.
Customer requested refund.
Customer was instructed to return goods as condition of refund.
Customer was advised to return goods by writing RMA number on package and shipping goods to our warehouse.
Customer was informed that refunds cannot be offered on items not returned to us.
Customer was advised to ship return goods via tracked package and to provide us with tracking information.
Customer has not provided us with tracking information.
We have not received goods at our warehouse from customer.
We cannot provide refund until goods from customer have been received at our warehouse.
We have double-checked our warehouse for customer goods and found no evidence of return.
We offer to assist in locating possibly lost package with carrier should customer provide tracking information.
We recommend customer follow up with carrier to determine customer options.
Customer response
05/23/2022
Complaint: ********
I am rejecting this response because:I want this to be on record as to how this company conducts business so that other consumers don't get caught off guard.Initial Complaint
12/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a product, but it was lost. They used ***** and the product was first delayed on the delivery date, then It shows it was delivered, but the product was never left at my door ( I have proof, I own a ring camera). I called ***** but they told me that the shipping method used I was to submit a complain with the sender. I initiated a complain explaining what happened but after 2 days they response was "item was delivered". I responded and initiated a second claim and they never responded. Basically they do not care about the customer unless they are selling. They didn't take the time to explain or work with me as a paid 140 dollars for a product that I never received whether it was Hak5 or *****, nobody wants to take responsibility. They should have a way to handle this besides ghosting their customers. Order #****** Invoice ******
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.