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:09/27/2023

  Type:Product 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 ordered a Windows Surface Go tablet through Amazon on Aug. 25, 2023. This was an important requirement, to have a compatible system to use with Adobe PS, for my college classes. I paid the total of $182.56. When I received it, my classes had already started a few days prior. I powered it up and began the setup process, from the beginning the system was running extremely slow. After I finally set it up, I tried to download the adobe creative cloud and it took over an hour to download! This was the slowest Windows 11 system I have ever seen. I could not create any of my assignments or anything else. I decided to return it because it had a warranty. I notified Amazon and the seller that I wanted to return the item and it was approved. I wrapped the tablet with more bubble wrap than it came with, even wrapped it in a paper towel so it would not get scratched somehow by the charger, although, I doubt it moved at all. I wrote on every side of the box to be handled with care please in black permanant marker, printed the label and sent it. I need to say that I became highly stressed when the device did not work correctly and have been ever since except now I am in a panic because this company actually said they were not going to give me a refund because the item was DAMAGED! Seriously, unless *** is that unprofessional and either sat on it or kicked it like a football, that device was NOT damaged. The only problem with that item was how slow it was, which was sent to me that way! In conclusion, I just want to express the fact that I would not waste any time trying to do anything to cost me more time and stress, as I have fallen behind in assignments, I could possibly lose my financial aid for failing, and I am in no position to just go buy another one with the refund. I have already worked hard so far on my education to lose it this way. I just want my money back, that is all.

  Business Response

  Date: 09/28/2023

  The returned unit was heavily damaged, the case was bend due to a drop and the screen was cracked in multiple places. The buyer did not report this on her return reason, only that she is returning it with because "Buyer Comment: it is too slow". The buyer shipped the product back on a different box than the one we shipped it in, had the tablet put in just a plastic bag! (we believe because of the broken glass) and not in bubble wrap as she told you, wrapped it in just a paper towel, and wrote all over the box "Handle carefully". The *** rep has advised that this package would not be considered eligible for a shipping claim if reported and inspected as it was obvious that the damage was not caused in shipping. Please review the attached images.We returned the entire contents of the package to the buyer. The tracking number can be found below:*** TRACKING # 1Z13V17V0396516925. Unfortunately we are unable to provide a refund for this item.Thank you for your understanding.

  Customer Answer

  Date: 09/28/2023

   
  I am rejecting this response because:

  This is a complete and mean lie! I am a loss for words! I just cannot believe they are lying like this. No- ABSOLUTELY not. The pictures I just sent are they SAME pictures that I sent to this seller when I contacted them the day that I sent it back. These were sent through the corrosponance through Amazon. It is a total lie. Why would I do that? I am under so much stress right now because I needed it for school, why- no, HOW can they just lie like this. Please, this is wrong.

  
  

  Business Response

  Date: 10/05/2023

  It is important to note that this sale took place on a third-party managed marketplace, which limits to some extent what we can and cannot do as selling partners. When it comes to returns, we are given a strict policy that must be followed regarding returns, claims, and customer interaction. This third-party marketplace also manages any buyer disputes through an internal arbitration. There was an arbitration case opened in relation to this sale and the outcome was a no-fault refund. This means that neither the marketplace, the seller, nor the buyer have been found at fault but a good-will refund has been issued to the buyer to maintain a positive buyer experience.
  
  Please note that this full refund was issued on Friday, September 29th. We consider this complaint to be fully resolved.