ComplaintsforOne Wish LLC

• Initial Complaint

  07/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Order: 4/29/2021. Amount paid: $416.00. Emailed 5/5 to cancel order. Audimute stated that this was a custom order and cannot be canceled. They sent tracking on 5/6. I tracked the shipment and it was not traceable. I never received the package, thinking the order was canceled. Then see that they charged my credit card and tracking says *** has started an investigation to locate package. Tracking: ******************. I had tried to call Audimute several times in the month of May.

  Business response

  07/14/2021

  The order was placed on 4/29. The attempted cancellation was on 5/5. The order was already assembled and in our shipping department so we were unable to cancel per the store policies. 
  
  On 5/14, there was a call from your phone number, however no voicemail or email message. Our system shows 1 call and 1 email which was responded within 2 hours. (See attached)
  
  The next action taken was a Credit Card Dispute. The credit card company agreed with us that you did in fact place the order and receive the order. Once a Dispute has been initiated, we can no longer refund because the funds and dispute are handled by the processors. (See Attached)
  
  We also filed a claim with *** to verify that the shipment was delivered to you. They did an investigation and in speaking with you, you confirmed that you received the packages.  (See Attached)
  
  We do not feel that you are acting honestly and independent information gathered from *** and the credit card company have both concluded that you placed the order and received the shipment per the policies and expectations of our store. 
  
  The original claim is not truthful.  Had you spoke to us and worked with us, we would have found a solution. 

  Customer response

  07/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, I understand that this was considered a custom order. I am fine paying for the goods IF i received it. However, I did not receive anything from my order.
  
  I had filed for a credit card dispute due to not being able to reach you via phone. I had attached screenshots of calling the number 866-505-6883. Sadly, I can no longer retrieve what date I called as my phone log does not go that far.
  
  I want to make clear that I had NEVER spoke to ***. They had never reached out to me and that is very dishonest on their end claiming that I confirmed that I received packages. What is more upsetting is that Audimute is accusing me of being dishonest. What is so dishonest about my process from my perspective?
  1. Placing an order
  2. Trying to cancel an order
  3. Being rejected to cancellation
  4. Did not receive my order/package, thinking Audimute actually cancelled my order
  5. See a charge on my credit card from Audimute, trying to contact Audimute, no answer
  6. File a dispute with credit card company
  7. Contact BBB. 
  
  Audimute had never taken responsibility to make the situation right. I had missed three calls from you, but I called Audimute right back the next minute but to no avail. You claim that if I worked with you guys, we would've found a solution however, Audimute had never tried to work with me. Furthermore, Audimute is blaming the customer for being dishonest when they really should be questioning *** for claiming they spoke with me. I really doubt *** delivered the packages and if they did, was it the right address. Were the packages received by a recipient or were they left on the curb? Were the packages signed for? If so, by who? If not, why was a $416 order not required to sign for? These are questions I would like answered that would really help this matter.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *********** ***
  
  
  
  
   

  Business response

  07/14/2021

  We have checked our phone records and have received 1 phone call from you. 
  
  I will refund you in full if you can provide me phone records and or a another number that you used to call us. If it is true that you could not reach us via phone, then I will refund you in full. 
  
  I am open to phone records from your cell phone carrier, or any other means for you to show that we were not available by phone. Being available by phone is the single greatest driver of success for our business. If we messed this up, then I will own it and fix this for you. 

  Customer response

  07/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Please see all attached screenshots. I have called once on 5/14. Twice on 5/15. I believe you called me four times on 7/6. (I was underground in a subway and tried to call back the very next minute). I have two more overview screenshots but can only attach four attachments at once. 
  
  Regards,
  
  *********** ***
  
  
  
  
   

  Business response

  07/16/2021

  Call #1: 5/14/2021 - 1:45PM   -  8 Second Duration? This is not a reasonable attempt to reach us. No voicemail? How many times does a phone ring in 8 seconds?
  
  Call #2: 5/15/2021 - 11:56AM - 14 Second Duration. We are not open on Saturdays This is not reasonable to call a business outside of operating hours and not leave a voicemail.

  Call #3: 5/15/2021 - 1:00PM - 11 Second Duration. We are not open on Saturdays This is not reasonable to call a business outside of operating hours and not leave a voicemail.

  Call #4: 7/6/2021 - 1:00PM - This is an outgoing call to ******** ***** ********************************** not Audimute.

  Call #5: 7/6/2021 - Missed Calls - These are missed calls from ******** ****, again nothing to do with Audimute. 
  
  
  All of this information confirms to me that you have not made a reasonable attempt to reach us. Not one email. Not one Voicemail. One call during business hours and it lasted 8 seconds. 
  
  I cannot take your feedback seriously. 
  

  Customer response

  07/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Apologies about the July calls. I really thought I heard Audimute.

  I understand your reasoning, however, from a consumer perspective I had reached out more than enough times whether that may be a direct phone call or through third party disputes. I felt I've made the effort to communicate and alert Audimute that there is a clear issue with this order. From the dispute on ****** on May 17th, from which Audimute did not attempt to reach out to me to ask about the situation. You have my contact information, email and phone but made no effort to reach out yet you pride yourself on customer service. I again disputed Audimute's charge on June 1st, where Audimute had not reached out to me. Audimute has pride themselves with "SATISFACTION GUARANTEE" a stamp that means nothing. This encounter on BBB is the longest communication I've had with Audimute and that is telling a tale. I believe neither the consumer nor seller is 100% at fault here. However, I am not okay with paying for a product that I did not receive. For future reference, I urge Audimute to have signature required upon delivery especially since this was a "custom order" and has a retail value of $416. Audimute, I want to ask, was this package insured? If so, I would like to have *** brought into this conversation. Further, as a consumer using their credit card this should have given me credit card protection. I will be speaking with my credit card company and *** in more details. 

  Regards,
  
  *********** ***
  
  
  
  
   

*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. ↩