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:08/08/2025

  Type:Delivery 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.

  order was placed may16,2025. $228.00 for a shade tent that i took with me on our beach vacation. took it out of the bag July20,2025 to use but could not because there was no sand ***** or cc5 middle pole. contacted the company via email and was asked to take pictures of what i do not have. i reolied back how could i take a picture of something i do not have? They instructed me to order the parts - pay for them- send them the invoice and they would reimburse me. i told them to order the parts and send them to me. i was not going to invest any more money. the poles should have been included in my order. the last email stated "they highly doubt they weren't sent" . Please help Thank you *******

  Business Response

  Date: 08/11/2025

  Hi ******* and BBB Team,

  We are unsure what the issue is. We asked the customer to share images of what they have in their possession. We highly doubt the items they claim were missing were not sent as all items are pre packed. Despite this we kindly offered for them to order the parts they state were missing and send us the order number for those parts so we can refund it at no cost to them as an extreme gesture of kindness. If they could please follow those simple instructions their issue would be fixed and we look forward to helping them. 

  Customer Answer

  Date: 08/29/2025

  my first complaint was on July ******* to the company for not receiving the sand pipe and support pole for my large coolcabana shade tent Order # **********. the last response from the company they highly doubt the items were missing and not sent . i tried to contact the shipper coolcababas ******************************************************************; and the message i got address appears to be a placeholder or is incorrect...no phone number..the company refuses to send the parts unless i order them, pay for them..and send them the invoice for reimbursement. i cant understand why will not send parts . what do i do now?

  Business Response

  Date: 09/03/2025

  Hi BBB,

   

  We have offered the customer a really simple and free solution to order the parts they claim were apparrently "missing" and send us the order number for those parts so we can issue a refund. This was a no questions asked gesture of kindness from us so if the customer could please spend 1-5 minutes ordering the parts and sending us the order number for a refund that would be great. Despite this kind offer they've wasted hours of our, your and their time emailing and writing complaints. We are here to help but please ask them to follow the very simple steps to fix their issue at no net cost. This case is closed. 

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair 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.

  The Cool Cabana was purchased on 5-24-24 and received 5-27-24. The order number ORDER USA-****** Purchase price was $189.00. The Cool Cabana was first used out of its carrying case 5 days in June 2024 then 5 days in June 2025. Upon putting the cabana in its carrying case a tear was noticed at the top along the hard plastic. It was by luck it was noticed otherwise, it goes in its carrying case until another beach vacation. This very well could have occurred the first time or even arrived defective. Since it was brand new, it did not occur to me that I needed to inspect it. Future purchasers may want to examine their canopy upon arrival. Upon arriving back from vacation an email was submitted on July 7, 2025 regarding the tear upon minimal use with the same explanation I stated here A response offered by Will and *****, the item was out of warranty, 0 dollars was due me and they offered an ***** gift card to their store (why would I purchase another item from their store with the same risk of damage, and this hassle with a warranty issue? Of note, this item would be out of their warranty period by 6 weeks. Due to the minimal use and the issue, flexibility and common sense needed to be utilized by this company and offered to make things right in their warranty policy. This is a concern. This item is expensive and should last longer than 10 days in 2 years. Another concern is their B- BBB rating and they are NOT an accredited BBB business. Of note, this company can only be contacted via email. No phone number and address is not accessible. It took research to obtain this address to file this complaint. Will viewed my statement to pursue through the BBB as a threat, and him nor ***** would not budge from their words generous offer of the ***** store credit and for me to take it to a seamstress to repair the hole. Anybody know a good seamstress? Do they exist ?The resolution needs to be better. They acknowledge there is an issue, make it right!

  Business Response

  Date: 07/14/2025

  Hi *******,

   

  Hope you and the team are well / able to enjoy the summer. Per the attached images this customer has clearly dragged the item against a rough surface to cause the damage thus it is not a manufacturing defect. Furthermore, the customer is outside the 12 month warranty period listed on our warranty policy so even if it was a manufacturing defect they wouldn't be covered but per the images it's clearly miss-use regardless. Despite ******* we did offer the customer a $50 Gift card no questions asked but in line with the very rare customer that does the wrong thing and lacks accountability for their actions they deemed that very kind gesture unacceptable and have decided to write complaints and negative reviews. We very much appreciate your independent help to let them know they're due $0 and that bullying small businesses doesn't always result in the rules being changed. 

  Customer Answer

  Date: 07/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23574867
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/15/2025

  In reference to the response to my complaint, I have had numerous cordial back and forth emails with ***** ***************** Supervisor), Will *****************).  The latest being a detailed explanation of their warranty policy. However, all my correspondence was truthful and it is not accurate this umbrella was dragged on a rough surface that caused the issue, unless sand is considered a rough service. It is clear they do not want to make the defect correct, and it is what it is. Additionally, referring to this complaint as 'bullying a small business" is pretty desperate. This complaint serves to Buyer Beware and read their  Warranty Policy. IF you have an issue, you return the umbrella to them for THEIR IMPRESSION  of the damage. If they determine it is not covered under warranty, it gets mailed back to you on your dollar. This statement regarding it being misuse on my part serves as a wake up call to the outcome. At no time during ANY of our numerous emails did they state they saw misuse, hence why offer the monetary gift card? It is unfortunate, because as I told ***** in my last email, I do like the product. 

  Customer Answer

  Date: 07/15/2025

  *******,

  Please use this as my response to their follow up. My initial decline response did not go through so I followed up with this. At the end of the day, I am not going to banter back and forth with them as I have had ALOT of emails and they are not budging. This is my last written correspondence with them. The intent at this point is to give buyers awareness to how difficult their warranty policy is. Bullying is not a trait of mine, and I take offense to the use of that word.

  "In reference to the response to my complaint, I have had numerous cordial back and forth emails with ***** ***************** Supervisor), Will *****************).  The latest being a detailed explanation of their warranty policy. However, all my correspondence was truthful and it is not accurate this umbrella was dragged on a rough surface that caused the issue, unless sand is considered a rough service. It is clear they do not want to make the defect correct, and it is what it is. Additionally, referring to this complaint as 'bullying a small business" is pretty desperate. This complaint serves to Buyer Beware and read their  Warranty Policy. IF you have an issue, you return the umbrella to them for THEIR IMPRESSION  of the damage. If they determine it is not covered under warranty, it gets mailed back to you on your dollar. This statement regarding it being misuse on my part serves as a wake up call to the outcome. At no time during ANY of our numerous emails did they state they saw misuse, hence why offer the monetary gift card? It is unfortunate, because as I told ***** in my last email, I do like the product." 

  Thank you for this platform to provide information pertinent to my issue.

  Business Response

  Date: 08/01/2025

  Hi *******,

   

  Thanks for sharing and as expected new information is coming through. For the avoidance of doubt the items should be carried not dragged including along the sand after a hot day at the beach. We appreciate customers get tired or might have little ones helping but the damaged pictured is obviously not from correct use of the item nor is a manufacturing defect. We trust the case is close and it's correct that we will not budge when it's very clear the item is in no way a manufacturing defect. Vice versa if there were an actual issue we were responsible for we would address it within 1 business day over email and we try to let customers know of the risks of sending in items before they spend hard earned money as we want them to get a positive result and positive for some might be not spending more money to have a warranty team member reject the claim hence why we always ask for images as step 1. Have a good weekend we trust this matter is closed....

  Customer Answer

  Date: 08/06/2025

  Hello *******,

  The narrative that is being brought forth by Will or ***** is not correct, nor do I accept their imaginary scenario what they dreamt happened to the canopy. He wrote, "For the avoidance of doubt the items should be carried not dragged including along the sand after a hot day at the beach. We appreciate customers get tired or might have little ones helping but the damaged pictured is obviously not from correct use of the item nor is a manufacturing defect."  The material was indeed defective and did not stand up to 1 year and 10 uses at the beach by responsible adults that know how to put up and take down a canopy. Of note, we have a wagon that is used to transport the canopy. We have another brand canopy we use for baseball tournaments that has withstood YEARS of use and no problems at all through rain, sun and wind. 

  Their perception that their product is PERFECT and not susceptible to breakdowns in their fabric warrants caution. They have turned this complaint into name calling "bullying a small business", and a fabricated theory as to what they perceived occurred. I would have more respect for a company that took responsibility that it was indeed a breakdown in the material, as the area rubs up against the plastic square top.

  In any event, I brought forth truth without name calling and excuses. Other customers can decide for themselves if it is worth the trouble should the cabana  not last a year and dealing with the complicated warranty policy that puts the aggravation on the consumer and at the discretion of Will or *****. These are expensive and should withstand more than a year of use. 

  Madonna

• Initial Complaint

  Date:04/11/2025

  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.

  Hello,I've been trying to contact the customer service department for almost 9 days, 3 different emails sent and I'm not getting any answers. I don't know how to return the product and get a refund, also the fact that they don't even respond to an email gives me a lot of insecurities when it comes to send the product out and get a refund.

  Business Response

  Date: 04/21/2025

  Hi *******, 

   

  We hope you and the BBB team are well. This customer wasn't checking their junk mail and once they did they could clearly see we responded to all of their messages within 1 business day. As they were unable to return the item in the condition it arrived (unused in the original packaging) they were advised it wasn't eligible for a return and we within hours refunded the $25 they spent on a returns label. To the best of our understanding this is a non issue and the customer made the ******************** complaint solely due to not seeing our many responses to them over email which went to their junk mail. We trust this is closed and if you need anything else let us know. 

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On February 11th I ordered from Coolcabanas, I received a notification from *** on 2/12 stating a label was created my tracking number is 1Z8088XA0306790613, on the same day *******, PA had my package, then I received another email on 2/22 stating on the way in ***********. On 2/27 I opened up an investigation with them to locate my package.I also sent an email to Coolcabanas on 2/21 and they responded asking for my information, which I sent the same day, that being said I have been sending numerous emails to them asking for the status of my order. My order number is USA-******, and the cost was $200.00

  Business Response

  Date: 03/05/2025

  Hi *******, BBB,

   

  We hope this email finds you well. As ***** knows there was a delay as *** asked the receiver for correct delivery address details that only the receiver was able to provide. ***** provided those details in late Feb to *** and on 27th Feb 2025 said that delivery on ***'s end failed so an investigation was correctly opened as to why it failed and where the item is. As soon as the *** investigation is concluded (out of our control) the item will be resent to a valid address we continue to ask ***** to provide. We think it's somewhat harsh to report us to the BBB based on the facts of this ongoing case and would very much appreciate you kindly explaining the above to ***** and asking them to provide a valid shipping address for any replacement item. Thank you. 

  Customer Answer

  Date: 03/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:08/07/2024

  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 beach tent from cool cabanas at the very end of March, it was delivered June 3rd. We live about an hour and a half to the beach and I brought my cabana still in the box on our family beach trip for summer two weeks ago and discovered the arm that holds the tent up is broken and wont stay secured to the center supporting beam thus causing the tent to collapse. I reached out to the company to exchange my product for a non defective item and it took three emails to get a response back. I finally did and they advised me to purchase an additional arm and drill it into the beam and I told them I dont feel that after spending 209$ on a brand new tent that I should be make shifting a solution and dont want problems in the future considering this was quite an investment for my income means and made installments on the purchase and want a product for the long haul for my young kids to have shade. I also dont feel comfortable using power tools that I dont even own. Three then told me my only other option was to pay 25$ to ship it back and have the company assess the problem and then quote me for the repair costs and I would be responsible for that and shipping. I have since expressed my dissatisfaction in the customer service provided and just wanted to exchange my product and they have since blocked my social media account and cut communication. Their return policy is 14 days but only if the product was never opened so if you receive a faulty product you have to open the package to find that out and then you are either stuck fixing it yourself or youre unable to return it because you have opened it and attempted to use the product you bought to use.

  Business Response

  Date: 09/16/2024

  Hi *******, BBB Team,

   

  Thanks so much for this email. As this customer knows based on the correspondence we have very kindly offered for them to buy a replacement part that fixes their issue within minutes and we have told them to send us the order number for the parts for a refund. We did this out of kindness despite the very strong likelihood that a warranty assessment would be rejected as an arm would not snap if the item was used correctly (wind conditions or incorrect set up). The customer is most welcome to pay to return the item for a warranty assessment in person but our fear is that it would be rejected thus they would be out of pocket for the shipping costs both ways, parts to repair it and our time. Hence why we kindly offered to send the part at no cost as an initial option to help them out.  We trust this clears things up and you can communicate to the customer what they can do for a free part to fix the dmage they caused or if they want they are most welcome to pay for an in person return. 

• Initial Complaint

  Date:08/03/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased a cabana for $239.00 on July 21st at 11:18P. I received the item on July 23rd at 7:20P. I opened the item on July 27th and sent an email to CoolCabanas on the same day at 2:36P, questioning the cracked black piece connected to the middle pole, the main support for the cabana. As a customer who paid a hefty price for an item, the customer should be satisfied with the item that s/he has purchased. My concern is not "at the moment". My concern is if I accepted the item "as is", after only a couple of uses, the black piece will crack (please see photo of the chipped on one side compared to the rest), and I will be an unhappy customer and regret not getting it resolved sooner. I purchased this item because it looks nice aesthetically (not only for its durability). I simply requested for a replacement. I told customer service that it is the "middle pole. the main one. part of the cabana with the fabric". They did try to resolve it. They sent me a middle pole CC5 large, which as a customer, I don't know what that means. On the picture it looks right. I assume I had to unscrew all of those little poles on the cabana and replace the pole myself. I thought it was a hassle but I was willing to do it. It is the middle pole but the bottom piece, not the top middle pole connected to the fabric. I reached out to customer service again. Their response was "we asked" you. Then they told me that the top pole which is apparently how they identified the piece that I was concern about is not replaceable. They also told me that the warranty team unlikely to accept the damage through "correct use". He offered me a discount to buy another one. So, I felt like I was already being accused for breaking the item that I just opened from the box for incorrect use. I simply just want a replacement. I don't even want a refund. I also got an email asking if its still functional and performs, and that its just "cosmetic". Would you accept that if you paid full price for an item?

  Business Response

  Date: 09/06/2024

  Case 1) ***** is resolved as it was a non issue

  
  

  Good morning *****,

  
  

  Yes, I set it up and it seems like it is okay to use. 

  
  

  On Friday, August 2, 2024 at 12:08:18 PM EDT, CoolCabanas <******************************> wrote:

  
  

  
  

  Hi *****,

  
  

  Have you actually set the item up? The black plastic in no way affects the performance or functionality of the item so it is cosmetic only. Please advise as it would be very rare that the issue pictured affects your ability to use the item. Please advise. 

  
  

  Case 2) Dearmas 

  
  

  The customer broke the item and to do so would have been through miss-using it not a manufacturing defect. Despite having no entitlement to a warranty claim we no questions asked offered them a free part that fixes their issue and free shipping. All they had to do was order the part and tell us the order number for a refund. Instructions are below and this was communicated to them previously but I guess they knowing all too well they broke the item wanted to make a BBB complaint thinking our position would change to a refund as they initially tried to cancel and order and not pay for it so we can only assume it was our of their budget and they are looking for any way not to pay for it or broke it intentionally. Regardless, we have kindly offered a great solution and hope you can let them know what to do. 

  
  

  Please order a CC5 large arm (8x8 feet model) or a CC5 medium arm (6.6 x 6.6 feet model) on the replacement parts page of the website depending on the size you own. Please send me the order number for a manaul refund. 

  
  

  The easiest way to replace an arm on your CoolCabana is to turn it upside down and open the arms out with the canopy placed on a clean surface, this exposes the arms and 2 screws.

  
  

  Then simply undo the 2 screws, remove the old arm, insert the new arm and redo the screws up. Then locate the s**** attaching the arm to the outer fabric pocket in the canopy, undo this and again remove the old arm, insert the new arm and redo the s**** up. 

  
  

  Turn the Coolcabana over and check all is good before packing it away and heading on back to the beach so you can spend your day relaxing is cooling shade. 

  
  

  Customer Answer

  Date: 09/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22086716
  
  I am rejecting this response because: I did not "break" the item. I received the item like that.

  I purchased a cabana for $239.00 on July 21st at 11:18P. I received the item on July 23rd at 7:20P. I opened the item on July 27th and sent an email to CoolCabanas on the same day at 2:36P, questioning the cracked black piece connected to the middle pole, the main support for the cabana. As a customer who paid a hefty price for an item, the customer should be satisfied with the item that s/he has purchased. My concern is not "at the moment". My concern is if I accepted the item "as is", after only a couple of uses, the black piece will crack (please see photo of the chipped on one side compared to the rest), and I will be an unhappy customer and regret not getting it resolved sooner.  I purchased this item because it looks nice aesthetically (not only for its durability). I simply requested for a replacement. I told customer service that it is the "middle pole. the main one. part of the cabana with the fabric". They did try to resolve it. They sent me a middle pole CC5 large, which as a customer, I don't know what that means. On the picture it looks right. I assume I had to unscrew all of those little poles on the cabana and replace the pole myself. I felt like it would be a hassle but I was willing to do it. They sent me the middle pole but the bottom piece, not the top middle pole connected to the fabric. I reached out to customer service again. Their response was "we asked" you. Then they told me that the top pole which is apparently how they identified the piece that I was concern about is not replaceable. They also told me that the warranty team unlikely to accept the damage through "correct use". So, I felt like I was already being accused for breaking the item that I just opened from the box for incorrect use. I had the item in my possession for less than 96 hours. I even worked on July 24th July 26th . He offered me a discount to buy another one. I dont want to buy another one. I just want the item I purchased to be resolved. I simply just want a replacement. I don't even want a refund. I also got an email asking if its still functional and performs, and that its just "cosmetic". Would you accept that if you paid full price for an item?

  I even have proof that I was working from July 23rd to July 26th. I wasn't off until July 27th to open the package, so for them to accuse "me" the customer for breaking the item is completely unprofessional or unreasonable.

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

  
  

  Business Response

  Date: 09/10/2024

  How can we close this case out as per the emails below the customer never had an issue and their item is working. Very happy to communicate with them and help if that has changed but as of 1 month ago it was resolved. Please do let us know. 

  
  

  ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

  
  

  Happy to hear

  
  

  
  

  
  

  Kind Regards,

  *****

  
  

  Head of Customer Service

  
  

  

  
  Official Shade Partner of Melanoma Institute Australia
  

  
  

  
  

  On August 3, 2024 at 9:04 AM EDT ****************** wrote:
  
  

  Good morning *****,

  
  

  Yes, I set it up and it seems like it is okay to use. 

  
  

  On Friday, August 2, 2024 at 12:08:18 PM EDT, CoolCabanas <******************************> wrote:

  
  

  
  

  Hi *****,

  
  

  Have you actually set the item up? The black plastic in no way affects the performance or functionality of the item so it is cosmetic only. Please advise as it would be very rare that the issue pictured affects your ability to use the item. Please advise. 

  Customer Answer

  Date: 09/10/2024

  ***** sent and email to check which I appreciate but I already sent a complaint to BBB. Yes, it is functional. However, I did not purchase an item for this price to be just functional. I initially bought it primarily because of the aesthetic of the product with functionality being my second priority. When a customer pays closed to $300 for an item, it should both be functional and cosmetically nice looking, as well. If ***** was the first ****** responding to my email, it may not have led me to complaining. I was accused of "breaking" at item for "misuse" within couple of days receiving the product. That is where the professionalism fell through. I was accused that I was asked specifically which part was broken, them not realizing there was a flaw to the question. They should have given a customer a picture to check off which is part is the actual problem. I did say middle pole connected to the fabric. They sent me a middle piece middle pole

• Initial Complaint

  Date:07/19/2024

  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 bought a cool cabana under the impression BASED ON THEIR MARKETING which kead me to believe i was buying a cabana and a **** for it for $150. When it finally came in it was just a ****. They only allow a customer to list their email for refunds. I filed multiple emails and they will not contact me back at all to return this even though it falls under their return policy.

  Business Response

  Date: 07/31/2024

  This customer bought a beach mat accessory (*********************************collections/accessories/products/beach-mat) and per the link to this product is specifically says that the item includes a beach mat only. 

  Customer Answer

  Date: 07/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22017092
  
  I am rejecting this response because even if their marketing is misleading and deceptive, I still have the right based on their return policy to return the item. It has not been opened or used. I have been trying to reach them for almost a month and they have had poor customer service. I WANT TO RETURN THE **** AND RECEIVE A REFUND. If they continue to have poor customer service it will reflect in my wife's review of the company. She is one of the TOP social media influencers in the east coast. I would like a pre paid shipping label sent to this email to return the item for a full refund: *******************
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/22/2024

  I have not heard anything else. I wanted a refund and qualified for it yet they did not resolve this?

   

  Business Response

  Date: 08/28/2024

  Hi ******,

  
  

  Copying in the BBB so they have a record of how a consumer is making threats to a small business who has done nothing but be helpful and will continue to do so. 

  
  

  As much as we would love to bend the rules for you and treat you differently than other customers based on legal threats and your wife making negative states we can't. We trust you can respect that and that we most certainly do not pick and choose what emails we respond to. We wrote back to every single one of your emails within the ~1 business day timeline. 

  
  

  The email below is what was provided 1 month ago and what we responded to multiple times. It is also all the evidence we supplied the BBB who can clearly see we wrote back to all emails explaining your options.  Are the details below incorrect or is the email response in junk as it is different to the current email you are using to contact us on? 

  
  

  ***********************

  *******************

  
  

  Seems as if we have done nothing but act in good faith responding to all of your emails and we have forwarded that correspondence from months ago to this current email. That correspondence very clearly demonstrates that the beach mat literally says "includes 1 x beach mat only" on the product description. It also outlines how to make a return and the costs. 

  
  

  We understand mistakes happen and are here to help you fix the error you made per the returns policy we have communicated to you. We can even extend it to allow you to make a return slightly over the 14 days on compassionate grounds that you seem to not be receiving emails we have sent. Perhaps you could stop making threats to a small business that has done nothing but be helpful in a very timely manner answering all of your questions. 

  
  

  If any public statement is made by you or your high profile wife that says anything other than we responded within 1 business day to your emails, the product was correctly advertised and very kindly we extended the returns period due to an error technically or on your end supplying the wrong email address we would consider that highly misleading. You seem to know lawyers or have the ability to pay them so we trust they can explain that misleading statements that cause damage to a business are defamatory and taken very seriously. You're also welcome to apologise!

  
  

  Returns policy is below and we have highlighted the key items we need in bold.

  
  

  Please refer to our Returns procedure here :

  ***************************************shipping

  
  

  As per our policy; all returns must be received within 14 days of shipping by us. Returned products must be unused, in original packaging and in re-salable condition. 

  
  

  Customers are responsible for the return cost. Please purchase a return label available on the SHOP page of our website and a return label will then be emailed to you. 

  
  

  Please email us BOTH the original order number and returns label order number so we can email you a returns label. Please email us 5 business days after the order is delivered to our warehouse so we can advise on the refund/inspection outcome. Thanks!

  
  

  Please do not ship any products sold by third parties to us as the third party re-seller is responsible for their returns and refunds to clients. 

  Business Response

  Date: 08/30/2024

  The customer isn't eligible for a return as they have not 1) bought a returns label 2) returned the item unused in the original packing within 14 days. Despite not being eligible, having legal and and misleading negative review threats made against our small business we very kindly mentioned in the previous email we would extend the returns policy for this customer if the item is unused in the original packaging. 

  
  

  We also look forward to reading a very sincere apology to both the BBB and our team based on the completely unacceptable way they have spoken to us based on the facts of the situation. All of the customers emails have been responded to within 1 business day and the product literally says includes 1 x beach mat. The way this customer has acted is out of line but we have taken the higher ground as an extreme gesture of kindness. The facts are we sent the exact item they ordered which is very clearly a beach mat only and wrote back to all of their emails well before the BBB were contacted and they still continue to press the narrative of ridiculous legal threats and misleading social media reviews. Perhaps the BBB can remind them of the seriousness of the threats they've made.. We know our rights as a small business that has done nothing but act in good faith towards this customer. 

  
  

  All the customer needs to do is follow the returns policy they have been advised of several times in writing assuming the item is unused in the original packaging. We will extend the returns window until COB Friday for a label to be purchased for $25. Please remind the customer to provide the information in bold so we can create the label for them next week once we have the returns label order number. 

• Initial Complaint

  Date:12/19/2023

  Type:Delivery 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 made a purchase from their website for what I thought was two beach umbrellas. After receiving the times they were blankets. I emailed customer service asking for a return policy or if I can exchange for correct items. I was told the policy and was under the assumption that I’d get $50 per item refunded once received. I sent the items back and they refunded me $4.50. I spent $109 and I sent back the brand new unopened products and they gave me $4.50. After numerous emails they do not have a phone number to call for help. They basically told me it’s my fault and if I wanted the items back I’d have to pay another $50. Their customer service is very rude and arrogant. This company should not be conducting business they are taking advantage. I ******* this afterwards and I’m not the only person this has happened to. They then start ignoring emails and are zero help.

  Business Response

  Date: 01/08/2024

  Happy New Year!

  
  

  Thanks for the letter and apologies that you had to spend time on this matter. By way of background the customer bought the item during a third party TV 50%+ OFF sale. Per the ters of that third party sale that the customer agreed to and that were listed both on the TV Sale website but also their email confirmations customers were able to return items until Jan 5th 2024 at a cost of $50 per item. Thus this customer returned 2 items and the refund was $109 less (2 x $50 items) = $9. Furthermore, before the customer returned the item they were advised multiple times that the cost was $50 per item to return items and we explained this. We have refunded the $9 due per the returns policy they agreed to at the time of sale.

  Customer Answer

  Date: 01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I asked ****, the employee of the site to confirm that I’d be getting $100 refund and his response was “yes”. After days of email exchanges with the supervisor and explaining why I didn’t understand the terms and asked to confirm if I’d  getting $100 refund, I was told I would be. The supervisor  ***** was very unprofessional and rude and kept stating that it was my fault I didn’t not understand the return policy. In which I agreed and is the reason I asked **** if the refund would be $100 and he confirmed it would be. After asking Henry numerous times about Wills response it was ignored. I would like the refund I was told I’d be receiving from **** during this confirmation.
  
  thank you 
  
  Regards,
  
  ***************************

  Business Response

  Date: 01/22/2024

  Based on the facts of the situation we very much think we applied the policy correctly. As a small business we rely on policies to operate and do believe in this instance the returns policy for this promotional sale was applied correctly albeit this customer does not agree. 

  
  

  Can the BBB please advise based on the facts below what your suggested solution is as we think it is somewhat unfair for a small business to be punished based on the facts of this situation. We have made several attempts to appease this customer with concessions outside the policy and their response was to contact the BBB. We appreciate your guidance, kindness and professionalism to help explain to this customer the policy and suggest an appropriate solution with those facts in mind as to avoid damage to our business reputation when we have tried to apply the policy correctly based on the facts of this situation. 

  
  

  By way of background the customer bought the item during a sale run by a third party. Per the terms of that third party sale that the customer agreed to customers were able to return items until Jan 5th 2024 at a cost of $50 per item. 
  
  This customer has returned 2 items and paid $109 in total. As such, the refund was the $109 paid less (2 x $50 items) = $9. The returns policy and costs were listed on the third party website they bought from, the email confirmation the customer was sent when they ordered and via email on Dec 15th 2023 before they processed the return. A summary of these policies / emails is provided below. 
  
  We have refunded the $9 due per the returns policy which they were advised of multiple times. We appreciate that the customer is unhappy with the policy but it has been applied correctly based on the facts of this situation for this one time promotional sale via a third party. 
  
  A copy of the returns policy the customer agreed to at the time of the promotional sale is below:
  
  "Returns must be in the original box and unused condition. Please email [email protected] to return your order and receive a shipping label via email. Attach the return label to your original CoolCabana box and drop it to a *** store. If you opt to return, given the size/weight of the product, $50 per item will be deducted from any refund to cover the shipping costs each way. For orders during Nov and Dec 2023 you must return your item before 5pm EST on January 5th 2024 to be eligible to return your item.
  
  A copy of the key parts of the email exchange with the customer on December 15th 2023 is also below. 
  
  3:47pm CoolCabanas: I'll send it (the label) to your email. Just confirming a $50 deduction off the price paid per item is understood?
  
  4:36pm Customer: Yes, that’s the only option. Right ? 
  
  10:35pm CoolCabanas: That's the only option sadly. 
  
  11:33pm Customer: Yes, that's fine.
  
  The exchange above is critical as it was the final 4 messages before returns labels were sent to the customer to clarify the policy to ensure there was no misunderstanding. 
  
  Whilst less relevant the following email was also sent earlier on Dec 15th but the key exchange was between 3:47pm and 11:33pm on Dec 15th which shows the customer was advised of the policy. There were emails exchanged between 9:51am and 3:47pm but any potential confusion was well and truly addressed between 3:47pm and 11:33pm on Dec 15th. 
  
  Dec 15th 9:51am CoolCabanas:  How (the sale) works is we send you the labels and deduct $50 from the purchase price per item you are returning unused in the original box. Let me know if I can send the labels. 

  Customer Answer

  Date: 01/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As stated in the attached email screen shots, I asked would I be refunded $100 for the two products in which the employee responded “that’s right $50 per item”. Again, I admitted to misunderstanding the return policy which is why I asked flat out if the refund would be $100 and was told it would be. Once I recieved the $9 refund and questioned it, I was belittled and treated like this was all my fault and not once in the days of emails was the issues of Will confirming my $100 refund addressed. This company claims to be a small business who cares when in fact they couldn’t care less. After doing some research this has happened to numerous people. So now not only do they have my money, they have two brand new products , unopened, in which I returned and they will resell for $219. So they will be pocketing my money and someone else’s. I even asked if they could send the products back because I’d rather throw them out then have them take my money and profit off reselling them and was told I’d need to pay another $50 to get them back. This was the most unprofessional interaction I’ve ever had with any company and there should be accountability take on the fact that I was reassured I’d be getting $100 refund, not a $9 refund for $109 worth of product. 
  
  thank you 
  
  Me: 12/15/23 10:49am: “so I would get $100 refund since it is two products ? 
  
  CoolCabanas 12/15/23 3:30pm: “that’s right $50 per item.” 
  
  Regards,
  
  ***************************