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:11/13/2024

  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.

  Date of transaction- 12-26-2022 Amount - $351.99 before tax. $373.11 after tax. Purchased through ******. They can't do anything. Suggested I contact Gold Kernal. Their phone is disconnected. Purchased a shower chair that has become unsafe and is literally falling apart Less than 2 years old. I expected it to last longer than that. Would like to talk to them about their warranty and refund but can't find a working phone number.

  Business Response

  Date: 12/24/2024

  This case has been closed as the customer has received a refund.

• Initial Complaint

  Date:08/22/2024

  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.

  On August 8, 2024, my husband ordered a toilet safety rail from OasisSpace for $51.99. It turns out the item is too big for our space in the bathroom. The web site claims you must write and ask OasisSpace for their return address and they will issue a refund once the item is mailed back. But we must've written half a dozen emails, asking for the return address, and they will not respond, making a return/refund impossible! There is no phone number on the web site. The item is undamaged, unused, and brand-new, and we know to pay return shipping. The company simply will not honor the request for a return. Thank you for your attention on this!

  Customer Answer

  Date: 10/03/2024

  The company, Gold Kernal LLC, got in touch with us directly after we filed a complaint with the Better Business Bureau. We returned the product and received a refund from Ping Pong Oasisspace. The matter has been successfully resolved. Many thanks to the Better Business Bureau for getting their attention.

• Initial Complaint

  Date:01/29/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 13' x 20' ADVANCE OUTDOOR CARPORT from you. I got an email from AMAZON @ 10:14 this morning saying the FED EX TRUCK could not deliver it @ 9:02 this morning because my address doesn't exist. I'm at that address, it does exist. FED EX TRUCKS, *** ********** are in here everyday. The front gate ALWAYS LETS THEM IN !!!! I live in TRAILS END CAMPGROUND, on LOT # *** **************** inside the campground. The order date is 1/26/2024, for $726.56. PLEASE DELIVER MY 3 PACKAGES. I left SPECIAL DELIVERY INSTRUCTIONS when I ordered it. My phone # is ************.PLEASE DELIVER MY 3 PACKAGES TODAY.Thank you, ***************************** PS, FEEL FREE TO CALL ME. I NEED THOSE PACKAGES !!!!

• Initial Complaint

  Date:09/01/2023

  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 purchased a OasisSpace Aluminum Rollator ****** with Seat, Rollator ****** for Senior Lightweight Easy Folding with 10'' Wheels and Wide Seat Baking Complimentary Carry Bag on Amazon ORDER # ***-2624708-7753811 o Ordered on September 21, 2022.The right hand brake will not loch when the handle is pushed down. The left hand brake works fin.I would like a warranty repair on the product. Please contact me at ******************** ot cell phone ************

  Business Response

  Date: 09/02/2023

  Dear Customer,

  Regarding this issue, we have replied to every one of your emails, but it seems that you can't receive our messages in your mailbox, so please check whether you have included our replies in your spam mailbox.

  Please be assured that we will be responsible for our products and solve the issue for you.

  We can send you replacement parts, please provide us with your current shipping address so we can send out.

  If you have any questions, please feel free to let us know. We will always be here for you.
  
  Best regards,
  
  Customer Support Team
  

• Initial Complaint

  Date:07/11/2023

  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 bought this OasisSpace Lightweight Upright ****** because I am tall and didn't like the way the usual rolling walkers cause me to walk in a stooped over position.I was so disappointed in this model -- it tips over when just being used on properly installed carpeting, when turning corners, or crossing a threshold -- IN THE HOUSE.It is not all terrain, even though its bottom half is built just like this model (that I have in blue and has never tipped over) the rolling ****** for Oasis Senior Lightweight Easy Folding, #RL91067.My shorter blue model operates in grass, gravel, and light uneven terrain.The OasisSpace Lightweight Upright ****** does not work in grass, gravel, or light uneven terrain.The OasisSpace Lightweight Upright ****** is a dangerous tool that CAN CAUSE YOU TO FALL WHEN IT TIPS OVER.I requested a refund from the manufacturer and they only offered me 8% of my purchase price -- after they first suggested I sell this defective dangerous product to someone else -- and I would have to ship this defective and dangerous product, at my expense, to receive that 8% -- the shipping price would have been equal to or exceeded my "refund."

  Customer Answer

  Date: 07/11/2023

  Amazon has multiple complaints of these tipping over,  I sent to Oasis as a .pdf file after my first communication from them.

  Customer Answer

  Date: 07/12/2023

  Just received another email from business still only offering 8% refund and claiming I'm using it improperly -- there is only one way to use it as per instructions -- it tips over because of the way it it to be operated. 

  Business Response

  Date: 07/15/2023

  Dear Representative, 

  For this issue, we are truly sorry for any inconvenience and unpleasantness caused to our customer. Honestly and truly, we are sure to stand behind our product and provide our customer with the best solution. 

  We responded to the request from our customer within 24 hours but we seldom get the reply from the customer. Also, we can't get the order number to move on to the next steps until our customer filed the ******************** complaint. We did not know if there are any mistakes or misunderstandings that *** have occurred.

  We can fully understand our customer's feelings and concerns. To be honest, customer's safety is also our highest priority, but please believe we've done tons of tests on this item before we sell it. According to our previous buyers' experience, this item works pretty well for them.

  Our customer claimed that "The way I have to step into the ******, to use the handles properly, causes my stride to be uncomfortable. The ****** tends to tip over when hitting bumps in flooring changes and sidewalks and it doesnt handle grass and gravel like my blue." We sincerely apologize for that we can't provide 100% satisfaction product to our customer. As we know the ****** is an assistive device to help the intend user to stand with better posture and go for walk comfortably. 

  Meanwhile, we noticed that the return window has expired but we will provide our customer with the best offer. We reached out to our customer to ask whether she/he still kept the original package and the ****** is in good condition. After we confirmed with the detailed information, we can make an exception to our customer this time if they kept the original package and the condition of the ******. If not, we also apply for the best offer to our customer, she/he can take it into consideration. 

  We are sure to help our customer in this matter but we need to hear the reply from our customer to proceed with the next steps. Please help us remind our customer responding our email. 

  If there's any information needs our forward, please feel free to let us know. 

  Thanks for your time and understanding.

  Sincerely,

  OasisSpace team 

   

  Customer Answer

  Date: 07/15/2023

  I am rejecting this response because:   THEY DO NOT GET A REPLY BECAUSE THEY ARE ONLY OFFERING AN 8% REFUND FOR A DANGEROUS AND DEFECTIVE PRODUCT.  BELOW IS THE MOST RECENT EMAIL THEY SENT TO ME THEY ARE STILL NOT OFFERING A FULL REFUND AND I WILL ONLY SHIP IT BACK TO THEM IF THEY PROVIDE A PREPAID LABEL.   THEY ARE BEING DISHONEST ABOUT SAYING THERE ARE NO COMPLAINTS ABOUT THIS UPRIGHT ******.  AMAZON SHOWS MANY COMPLAINTS AND AN OVERALL LOW RATING OF 58% FOR THIS UPRIGHT ****** -- THAT PRETTY POOR SATISFACTION.

• Initial Complaint

  Date:06/28/2023

  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 purchased an Oasis Space rollator/ ****** for my partially disabled husband. I researched the product and confirmed that the brand was being sold in ****** from several sources including Amazon.ca I decided to buy direct from them on line to take advantage of an advertised special offer. I was informed they don't ship to ****** so I arranged for the shipment to be sent to a package receiving service in ******* ** which is across the border from my home town of Windsor. The shipment arrived as ordered and I was satisfied. with the product. Unfortunately during transport by an airline the rollator suffered some minor damage which required a few parts to repair. I ordered the parts and was once informed they do not ship to ******. I pointed out that I would have to cross the border again incurring crossing tolls and the charges for the package receiving service which was more Than the $15.00 USD I paid for the cost of the parts. I pointed out that they could be shipped to ****** through **** with no customs duty. but they continued to refuse to ship that parts to ****** although their products are being sold and purchased in ******. We relented and the parts were shipped to the ******* address and we picked them up. When we arrived home we found that they had failed to ship all of the parts ordered and paid for. I contacted them and was once again told that they would not ship the missing parts to ******, even though this was their error and that at we would have to pick them up in ******* once again incurring toll and charges. Over a period of more than ten E-Mail exchanges I offered a resolution to offset the costs to pick up the parts that due to their error they failed to ship by refunding me the $15.00 I originally paid for the parts, this was refused. They have notified me that they have shipped the parts via ***** to ******* The tone of the communication between myself and the *** "Holiday" was dismissive of my issue and bordering on condescending.

  Business Response

  Date: 06/30/2023

  Dear Representative, 

  We received a BBB complaint from our customer which we apologize for any inconvenience and unpleasantness experience caused to our customer, also, it will help us make improvements in the future. 

  Our customer ordered a ****** from our store on 02/13/2023, the shipping address is at *******, ******** *****. We can only ship package via ** so that the customer can receive the package at *******, ********. As our customer mentioned, she contacted us to purchase replacement part because the parts has a problem caused by airport. We provide our customer the payment method to purchase the parts but we don't know our customer has been moved to ****** where we are unable to delivery any packages. In this point, we explained to our customer but she don't believe we can't ship package to ******. Honestly and truly, there's no reason that we lie to our customer and we are unable to afford border tax because we have no cooperation with any ****** couriers. To solve the problem, we suggest our customer ask friends or family members to help her to pass the replacement part. 

  After communication, our customer accepted we can ship the replacement part to her original US shipping address, we also completed the order. But our warehouse did not ship all replacement part at the same time and we are sincerely sorry for the inconvenience happened to our customer. To try our best to our customer, we reship the additional replacement part to our customer and it's delivered on Monday6/26/2023 at 10:03 amSigned for by: AALEX. We also contacted our customer about this issue to confirm whether she have received the parts. 

  
  We will try our best to provide a better shopping experience for our customers in the future.

  If there's any information needs our forward, please feel free to reach out our ******************************. 

  Thanks for your time and understanding. 
  
  Best regards,
  OasisSpace team
  
  
  

  Customer Answer

  Date: 07/02/2023

  I am rejecting this response because:   It does not address the issue of the added expense I  incurred in having to traverse the *** ****** border a second time to collect parts that due to their admitted error were not shipped together with the original order. At no time did I state I lived in *******, in fact it was made clear to them that I lived in ******. Their products are available in ****** through Amazon.ca  but Amazon does not provide access to after sale parts on their platform. It was communicated to them that as the parts in question where only valued at $15 U.S  they could have been shipped  to ****** duty free via regular mail  eg: **** which they declined to do.  I believe it's insulting to expect a ustomer to have to pay to correct the company's error  I have received the missing parts and  responded to them with the attached email.

  Customer Answer

  Date: 07/15/2023

  I received an email dated July 4th stating they were going to reimburse me the amount of $15 USD. I have not received it despite notifying them. They  already refunded an over payment in the amount of $15 USD as they had charged my PayPal account twice for the same order.

• Initial Complaint

  Date:03/02/2023

  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.

  In February of 2023 I, *********************************, purchased a pneumatic upright rollator from this company under the brand Oasis Space direct from their website. When it arrived my daughter, ***********************************, put it together and we realized it was too narrow. I contacted the company because per their website I selected this model based on my weight and height. I'm 5'8" and 267lbs. At first they were very friendly, with all kinds of offers to help. I suggested an exchange for the larger size. They informed me they don't do exchanges and asked if I could sell it to a friend. I am 73 years old on a limited income of ******* per month. I do not have the luxury or ability to try and resell this product on their behalf. When I informed them it wasn't possible they asked for pictures of me in the chair. Which I did send to them in good faith as they genuinely seemed to want to help. I sat in the chair for two minutes to take pictures to show them how narrow it was on me. Also the arm pads even at the lowest were so high I could not place my arms on them while sitting. They responded that the chair was too narrow and they could not do any exchanges. They asked for suggestions on how they could help. I then suggested a return label so I could send that one back and purchase the larger size model. Their response was that obviously since I sent a picture to them it was used and they could not take a return. However, their website states returns are permitted in the original package, which I have, and in like new condition which it is. It was used for 2mins They offered me a 20% refund. ******** was to reimburse me the ****** for the item. I can't accept such a large loss on this item. I will not be able to purchase anything else in it's place. My complaints are 1. The website is deceptive in it's instructions to select based on weight and height. 2. The use of duplicitous practices to trick me into sending pictures of me in the chair so they can deny a return.

  Business Response

  Date: 04/21/2023

  Hi Representative, 

  We are sincerely sorry for all inconvenience and unpleasantness that *** caused to our customers. Honestly&Truly, we won't refuse to help our customer deliberately and we are sure to be responsible for our product. 

  We also contacted our customer regarding this issue and we will see what we can be done with her to work it out. 

  Kindly please note that the description on our listing is consistent with a real product, our customers can check the size before they purchase it. In this case, we provided our customer with a free return label and the refund has been initiated. 

  Please help us check this case.

  Thanks for your time and patience. 

   

  Sincerely,

  Customer Support team 

   

  Customer Answer

  Date: 05/04/2023

  The company reached out to us today and asked me to contact the BBB to remove the complaint I filed.  I told them that although I found it shameful the way they tried to trick my mother and originally denied her refund that I would let the BBB know we did receive a refund. However it was only after many email exchanges and we had to threaten to go to our credit union and do a charge back in order to finally get it refunded. 

  Immediately after the refund they emailed asking us to change our negative review from their company website from 3 stars to 5 stars since they gave us the refund.  I refused. 

   

  So yes we received the refund.  And this is my notification that we did receive it.  

• Initial Complaint

  Date:08/26/2022

  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 notified a need to return the roller walker I had ordered because of its weight. I could not lift it into and out of my car. I was advised to try and sell it on my own, That return was too expensive and it would be at my expense. I only have a few days left to get it out to them. There is no telephone contact number needed for the delivery service.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Hi **** ****,
  
  We sincerely sorry that you want to return our item as you purchased the wrong item by mistake. We checked that we have accepted the return request and also provided the return information already.
  
  Kindly get back to us with the return details, say the tracking# and the return carrier. So that we can check and handle the return&refund for you sooner.
  
  In the meantime, our CSR has contacted you again for the information, please check your email and get back to us when you are convenient.
  
  Thanks&Regards.
  
  Kevin