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:07/28/2025

  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.

  I was in contact with My Patriot Supply yesterday after I found that I received 3 items out of 14. I was told that the shipping department was in such a hurry to get packages out that they failed to properly package orders for mailing. I only received 3 items out of 14, all that the company can do is ask me about my information which they have everything. The company is trying to make me out to be the bad guy, saying that I probably moved mid shipment and that was the problem. This company is not taking any blame for there impotent shipping department. They also advertise a 24/7 phone number if you have anything wrong. There phone number is only monitored during business hours and there is no one there right now (8:10 pm cst). This company has 0% integrity and this is a sad survival company. I'm willing to bet that there food does not stay edible for 25 years. I am sending the 3 products back, but I will package them a lot better.

  

  Business Response

  Date: 07/29/2025

  Hello, *****,

  Hope you are well.
  
  We are truly sorry for the less-than-stellar customer experience you experienced recently. We pride ourselves on White Glove service with every interaction and it appears that we fell short.  As our customers are the most important--and best-- part of our business, we are committed to partnering with you to ensure a great and acceptable resolution.

  One of our Team Leads, ******, reached out today by phone to you at ************* but was unsuccessful in reaching you; she received a message stating the number "is invalid or has been blocked." She did follow up with an email to you detailing and reiterating our commitment to resolve your issue easily and frustration-free. The email follows:
  
  "Hello *****,

  My name is ****** with My Patriot Supply. I hope your day is going well. I want to offer my sincerest apologies for the frustration and inconvenience you've experienced with your recent order. I understand how disappointing it must have been to receive an incomplete shipment. That is not the experience we aim to provide.

  After thoroughly reviewing your order, we'd like to move forward with sending out the missing items. In addition, as a gesture of our appreciation for your patience, we'd also like to offer you a $30 in-store credit for any future purchase.

  We want to make this right and ensure you feel taken care of. Please let us know if you'd like to proceed with this resolution, and we'll begin processing it immediately.

  I was unable to reach you at the phone number ************. Please feel free to email or give me a call directly. I am available. Sunday-Thursday 11-7:30 pm MST. Our contact number is ************. Again, my name is ******.

  Thank you again for bringing this to our attention. We genuinely appreciate your business and the opportunity to make this right.

  Phone: **************
  Availability: 24/7/365
  Email: ****************************
  Chat-Text-Facebook-Instagram-YouTube-X-GETTR
  My Patriot Supply Preparedness Advisor,
  ******"

  Please be sure to check your Spam/Junk folder if the email did not reach your Inbox.

  To recap, we would like to move forward with sending out your missing items and additionally, as a gesture of our appreciation for your patience, we'd also like to offer you a $30 in-store credit for any future purchase.

  Please advise if this sounds agreeable to you.

  Thank you again for allowing us the opportunity to be of service to you, improve your experience, and make it right.

   

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: 23667601
  
  
  
  I am rejecting this response because: I stated in an email from Sunday, that I didn't want anything from this incompetent company. I'm never going to buy anything ever again so there is no need for that paltry offer of a $30 gift certificate. I just wanted my money back, but seeing that you can't even do that properly. Yes I blocked your phone number because I don't need to hear from you. There still is no response of responsibility, one meger piece of tape to secure a package is alright then I don't want to be involved with purchasing anything from this company. That is why I am thinking that I will not receive my package im supposed to today except for an empty box because you cannot garuantee that I will get anything. And that package has twice as much stuff. So if you do send out my missed stuff it will automatically be lost with your shipping department because as of Sunday you stated that one piece of tape is enough to secure packages. It's all about speed of sending shit and nothing about security. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair 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.

  Im working w/****** on this complaint but have tried to return calls. However when calling phone does not ring. Ive tried numerous times and the call has failed to go through. I have sent emails and have gotten no replies. He asked me to do some thing and I did, but I have not received any replies from *****. So I would appreciate if there was someway I could get in touch with ******. My phone number is ************. I was hoping the Better Business Bureau could help me with this complaint. I have sent paperwork to ****** when I opened this complaint. I would like very much to be able to get in contact with ****** since he has all the information. Thank you in advance for any help you can provide. **** *****.

  

  Business Response

  Date: 06/23/2025

  Good morning,

  Thank you for reaching out again about this matter and we apologize for any confusion. For your convenience I am providing a communication history regarding this matter. We still encourage you to reach out to the carrier to resolve any issues that may linger, as we are not in possession of the item.

  On 5/2/2025:  "Hello, Miss *****, and thank you for reaching out. We sincerely apologize for the less than stellar experience you had in trying to return your generator.  We are committed to a White Glove experience on every interaction, as our customers are the very best part of our business.

  
  After researching the interaction history, it appears this was a carrier ********* stated on 3/21/2025 that ***** advised that your package was damaged and that you "did not receive the package back from ******* (Complete documentation is attached for your convenience)

  
  In your complaint letter to BBB, you also state that one of our representatives advised you to start a carrier claim with the shipping company; no claim was filed, however. Screenshot also attached. Please understand that we are unable to provide a refund for a product that has not been returned. A dispute you filed with your credit card issuer was denied.
  As we are fully committed to helping however we can, we have reached out to *** Ex on your behalf in the hopes of somehow locating and retrieving your package. If we are successful in our task, we will happily contact you and initiate a return and refund. We tried contacting you by phone on May 1, but were unsuccessful in connecting with you. A message was left on your voice mail requesting a return call.
  Since this is a carrier -owned issue by all accounts (by yours as well:)- and we are not in receipt of the item--we are unable to provide a refund.

  We thank you again for giving us the opportunity to be of service to you and hope you have a wonderful weekend."

  BBB # ******** was then closed.
  
  

  Additionally, we attempted to reach you by phone and email multiple times, but were unsuccessful in connecting and received no reply to our emails.

  5/1/25 - CSR ****** reached out to Miss *****, but she did not answer. He left a VM asking for confirmation of a damaged generator and if ***** had it and could she provide a letter from ***** to say it was damaged?
  
  
  5/3/25 - CSR ****** reached out to Miss ***** again, butreached the customer's voice mail. *** requested a call back from the customer. None was received.
  
  
  5/3/25 - CSR ****** made a second attempt to contact the customer, and she did pick up. Miss ***** stated that when she went to return the generator on November 19th, 2024 the carrier brought it back to her the next day. When she tried to return it to ***** the next day, they said the paperwork was incomplete. While in ***** custody, they damaged the generator. Miss ***** tried to track down the item, but ***** was unable to locate it to return the damaged package to the customer, and the CX was not able to take a picture and obtain photo evidence. *** ****** requested that she obtain documentation from ***** stating they damaged the generator so the refund could be processed. 
  
  
  6/22/25 - Team Lead *** reached out to the customer and reached a voice mail requesting a return call or email requesting documentation from the carrier stating the item was damaged --or advise of the carrier's location so we can contact them directly, but no return call or email was received.
  
  6/23/25 - Team Lead *** reached out a second time to the customer and again reached a voicemail. He again asked if she could call back or email us the document from ***** showing it was damaged or advise us the location so we could reach out to them directly. To date, no return call or email was received.
  

  Again, since this is a carrier -owned issue by all accounts (by yours as well:)- and we are not in receipt of the item--we are unable to provide a refund.

  We thank you again for giving us the opportunity to be of service to you and hope you have a wonderful week ahead.

  
  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23496839
  
  I am rejecting this response because:
  I called ***** and ask that ***** call me. This was on 6/9/25, I was told she not scheduled for that day. I said  I was waiting for a reply from her about the destroyed generator. I had spoken to her earlier and she needed time to do some research on the destroyed generator. That took place back in May somewhere between the 15th and the 22nd.. However, I never heard from her so I called back times but unfortunately, I had a wrong number. So I went back in my material and found a correct number.  This was at the **********, ********** the phone number I left a message at was area code ************.  I sent the generator back to ***** because the paperwork for the return was incorrect. Instead of going to patriot it showed it coming back to me. ***** ***** took it back to the office. I assumed ***** was taking care of that problem. The next time I got in touch with *****, the package was destroyed. So Im left trying to find proof that ***** said they destroyed the generator. Im sorry for the problems but I would just like the $600 returned. Thank you.
  Sincerely,
  
  C **** Simon 

  

  Business Response

  Date: 06/26/2025

  Hello again, Miss *****,

  Thank you for reaching out:). I understand you would like to resolve this issue--and we hope you obtain a resolution also--but as previously mentioned three times, the issue lies with the carrier, ****** we are not in possession of your item.  Please contact ***** to assist with and provide a resolution.

  After researching the interaction history, it appears this was a carrier issue. You stated on 3/21/2025 that ***** advised that your package was damaged and that you "did not receive the package back from ******* (Numerous extensive documentation was previously provided for your convenience.)
  
  In one of your complaint letters to BBB, you also state that one of our representatives advised you to start a carrier claim with the shipping company; no claim was filed, however. Screenshots were provided on previous BBB interactions. Please understand that we are unable to provide a refund for a product that has not been returned.

  A dispute you filed with your credit card issuer was denied.

  
  As we are fully committed to helping however we can, we have reached out to *** Ex on your behalf in the hopes of somehow locating and retrieving your package. If we are successful in our task, we will happily contact you and initiate a return and refund. We tried contacting you multiple times by phone and email, but were unsuccessful in connecting with you. Messages were left on your voice mail requesting a return call.

  
  Since this is a carrier -owned issue by all accounts (by yours as well:)- and we are not in receipt of the item--we are unable to provide a refund. Again, please contact ***** to assist with and provide a resolution.

  
  We thank you again for giving us the opportunity to be of service to you and hope you have a wonderful weekend.
  
  

  
  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23496839
  
  I am rejecting this response because:
  Im 84 years old and use an iPhone to communicate.  Im not good with the computer. I tried to send a copy of an email I received from ***** at ***** on Tuesday. Please note I did say tried, as I stated, I am not good with the computer and trying to send a message on this tiny iPhone. So the message didnt come through, but I have been answering ***** and Better Business Bureau. If it didnt matter to me, I wouldnt still be trying to get my money back. She stated in the letter that she still trying to get information that something printed out that she can give to me to say that the hazardous material has been destroyed and I dont know what that means. I guess I destroyed the battery and maybe theyre looking for the rest of the comfort the generator. But I said Im waiting for a letter from her. I cant do anymore if she doesnt give me a copy of a letter or something in writing that it was destroyed other than what Ive just received and Im not successful getting it to you. Please forgive me for being a little short, but this is very frustrating for me. Im trying my hardest to get this communication to you and I dont know how to respond or reply to you please remember I am 84 and I dont have a lot of knowledge about the computer. Thank you very much **** ***** and again I apologize for being short nasty whatever I am Im Sorry. But my knowledge on this machine, this contraption is limited. Thank you, **** *****
  Sincerely,
  
  C **** *****

  

  Business Response

  Date: 06/30/2025

  Hello Miss *****,

  Hope you are having a great day.
  
  It is my understanding that you spoke with our lead representative, ******, yesterday and agreed that you would reach out to ***** today (Monday 6/30/2025) to attempt to file a carrier claim with them. We will also work with them in the interim to try to assist.
  
  We will follow up with you next Monday (July ******) for/with an update.
  
  Have a wonderful day ahead and thank you.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23496839
  
  I am rejecting this response because:

   

  
  
  

  Good morning ******, hope youre having a good day. I thought I should give you an update. I called ***** this morning to speak to *****. Unfortunately I have bad news, ***** is on vacation this week and will be back next week. So I guess everything is just laying on her desk waiting for her return.  Hope you had a very nice day ****.

  
  
  Sincerely,
  
  C **** *****

  

  Business Response

  Date: 07/07/2025

  Hello Miss *****,

  Hope you had a safe and happy holiday.

  I am providing you a copy of the email that was sent to your personal email address on file for your records. 

  As a one time goodwill courtesy, we are providing you a refund in the amount of $611.51. This refund will be issued via a paper check and will be mailed to you. An email has been sent to your email address on file.

  *****Please respond to that email confirming your mailing address as soon as possible so we can get your check in the mail*****

  A copy of the email follows:

  Hello ****,

  Thank you for your continued patience. We apologize for any inconvenience this situation may have caused. As a one-time goodwill customer courtesy, we will be issuing your refund via a paper check issued in the amount of $611.51. To ensure successful delivery, we kindly ask that you confirm your current mailing address at your earliest convenience.

  **** *****
  98 Dew Drop Ct
  ****, PA 17403

  We appreciate the opportunity to resolve this matter and value your continued understanding.
  I will keep an eye out for your reply.

  I hope that this resolves the matter completely and to your satisfaction, as we remain committed to White Glove service.

  Thank you and with kind regards.

  Customer Answer

  Date: 07/10/2025

   
  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.
  
  Sincerely,
  
  C **** *****

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23496839
  
  I am rejecting this response because:

   

  
  
  

  Good afternoon, since I ate last communicated with you on July 7 I thought things were progressing very well. I spoke with ****** on July 3 and they were sending a check. I received the check took it to the bank on July 16 to deposit. The clerk told me it could not be deposited because *** did not put a date on it. I called when I got home and ****** was speaking to the accounts payable department. She got back to me and asked me to return the check. They would put a date on it, and then mailed it back to me. I sent ****** a message on Friday, I told her I didnt feel it was safe to return the check so they could put a date on it. And then return it to me again.  I have already endorsed this check. I would like for Patriots to stop payment on the check and issue a new check. Since ****** has not responded to me, I thought I should get back to the Better Business Bureau and let you know where we stand. I would just like For this problem to be resolved. Thank you

  
  
  Sincerely,
  
  C **** *****

  

  Business Response

  Date: 07/24/2025

  Hello, Miss *****,

  Hope you are well.

  I am happy we were able to resolve your issue yesterday. To recap, you spoke via telephone with ****** and agreed to return our original check to us. You advised us that you would be mailing the check back to us yesterday.

  Upon receipt of the original check, we will promptly issue a new replacement check.  ****** will give you a call once we receive the original and mail out the replacement to keep you updated.

  Please feel free to call or email ****** directly with any questions or if we can be of further service to you.

  Thank you once again for being the very best part of our business:). Have a great day!

   

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23496839
  
  I am rejecting this response because:

   

  Good morning, I want to update both the Better Business Bureau and Patriots, (******).  I told ****** I would mail the check yesterday.  I went to the post office late yesterday afternoon. The clerk said the check should arrive Monday or Tuesday.  Hope everyone has a nice weekend.
  
  Sincerely,
  
  C **** *****

  

  Business Response

  Date: 07/28/2025

  Hi Miss *****,

   

  Thanks for the update. We will reach out once we receive your returned check and mail out the replacement check to you.

   

  Thank you and have a great day.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23496839
  
  I am rejecting this response because:
   I just went in to verify that they received the check I sent it certified.  I checked the tracking number this morning and the check was delivered July 28 at 12:43 PM. I wanted to give you a reply before my seven days are up. So I guess now well wait to see when they issue the new check. Thank you for all your help
  
  Sincerely,
  
  C **** *****

  

  Business Response

  Date: 08/01/2025

  Hello ****,

  Hope you are doing well.

  I am happy to have been able to fully resolve your issue for you.  Our customer service representative, *****, spoke with you today and advised that your replacement check is on its way, with a delivery date of 8/5/2025, per carrier tracking.  The check number and tracking number were provided to you today during your phone conversation with *****.

  We will check in with you later next week to confirm that you successfully received the check and that all is well.  If we can be of additional assistance in the interim, though, please do not hesitate to reach out.

  Thank you and have a wonderful weekend.

• Initial Complaint

  Date:09/03/2024

  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.

  I have an Alexapure and the filters in the product are not as customer service says. They are faulty. The most recent filter I’m using was sent 6/27/24. Today is 9/3/2024 not even 2 months and this filter stopped flowing and working . I’ve used it a handful of times and no way have flowed 200 gallons through it as my patriot claims it should work. They are false advertising & the filters are faulty. I have performed all troubleshooting steps as I know how from past experiences. It completely stopped flowing . I spoke with Casey who stated they won’t send me a replacement filter at no cost. I researched the Alexa Pro for months before I purchased it and spoke with many representatives about the filters who assured me they would last at least 200 gallons . I would say in 2 months I have flowed 20 gallons no where near the amount stated to me ! I’m appalled at their false advertising. They are ripping off customers if I have to purchase a filter every 2 months & are not standing by their word! When I’m
  Not using the filter it is stored in a plastic bag in the refrigerator as stated so it won’t dry out.

  

  Business Response

  Date: 09/05/2024

  Good morning,

  First and foremost, we want to extend our sincerest gratitude for bringing your recent experience to our attention. We genuinely appreciate your willingness to share your thoughts, as this allows us the opportunity to directly address any concerns you may have. Our customers' satisfaction is our highest goal, as they are the very best part of our business.
   
  We are troubled to learn that there may have been an issue with your purchase, as it is always our policy to ensure complete satisfaction by replacing any damaged or defective items promptly. Upon reviewing your case, we did come across an account associated with the email provided, and it appears that a free replacement was previously provided on 6/24/2024. 

  Additionally, we educated Ms. Kovats on filter care and advised her that replacement filters will need to be replaced when they have reached their usage capacity, which can vary per customer and based on the type of water, proper storage, cleaning and usage.

  Please see the following timeline of events of interactions with Ms. Kovats as well as our warranty information, which states that "Actual performance is dependent on influent water quality, flow rates, system design and applications. Your results may vary".

  
  9/3/24: Customer called requesting a free replacement,  Alexapure Pro filter, claiming her filter was defective, (which is a free replacement filter previously provided)
  Link to website with policy: **************************************************************************************************************************
  CSR KE identified the customer had already received a free replacement 6/24/24.
  This free replacement* *********, was provided outside of our terms and conditions, per warranty policy, as posted on our website, as a courtesy.

  
  Research for the free replacement 6/24/24:
  3/12/24: Customer called in and spoke with Sales AH to order
  3/15/24: Customer email claims filter is slow asking if there is a way to increase flow rate
  Reply from CSR JT: Provided standard troubleshooting, incident form filed
  3/19/24: Customer emailed pictures of the rubber ring and question about the filter (turning it upside down 24h)
  Reply from CSR JT: Advised the customer no need to soak and offered a replacement for the rubber ring
  3/19/24: Free replacement of rubber ring provided through Alexapure, Order#  *******
  3/22/24: Customer email received with storage questions regarding filter (how to store in fridge up/down, etc)
  Reply from CSR TL JB:  Advised to store tip up to prevent air bubbles and details of proper storage
  Second Email from Customer: Complaining about flow, says it is taking about 4h. 
  Reply from CSR TL JB: Advised the customer flow rate will increase by adding a second filter, advised of the 200 gallon estimated quantity based on water source and turbidity of the water. "Some people need to change the filter every few months, while others get a year of use," and advised of how to properly clean the filter.
  Email from Customer: Claims she does not have all necessary steps and the filter has stopped filtering, asking for zoom or phone call. Also asked for return policy.
  Reply from CSR HG: How to check for vacuum lock, wiping down to make sure the chamber edges are dry, standard troubleshooting. 
  3/23/24: 1 star review posted by customer.
  4/4/24:  Chat from Customer: States she has two filters, asking when the backup filter will expire. 
  Reply from CSR TL JB: Advised if unopened it will last "almost indefinitely" and "once opened to keep it hydrated, with details: If you are not running water through your unit for more than 5 days or more you will want to store the filter in a plastic bag or container with 1/3 cup of distilled water in the fridge. This will keep it from drying out"
  Reply Chat from Customer: States filter stopped working, no water will filter through, threatens BBB complaint if a new filter is not sent out.  Photo of filter requested by CSR TL JB.
  Photo from Customer: Received by CSR HG
  6/24/24: Call to MPS: CSR HG: Advised customer that a free replacement filter order will be created as troubleshooting had been previously completed 
  Call Review: 6/24/24: Customer stated she only used every 7-8 days, stated she had previously done troubleshooting and has been following steps as provided for storage 
  Call Link: ********************************************************
  6/24: CSR HG created a free replacement order for one filter 
  Call Review 9/3/24: CSR KE: Customer stated she purchased the filter in April and she has now only used it a total of 10 times, stating it is blocked and clogged, stating troubleshooting has already been done, storage in the refrigerator when not in use.  Customer stated she purchased the filter in March 2024.  CSR KE inquired of the customer if she had stored and cleaned the filter properly.  Also, advised the customer she had already been provided a new filter in June 2024.  CSR KE reviewed details of the function of the filter; once the filter is full of contaminants, it is designed to stop filtering, also advised of our warranty policy and how the customer is outside the warranty and she was unable to provide another free replacement at this time.

  
  Customer threatened to file a complaint with the BBB.  CSR KE reminded the customer that the filters are replacement filters and they will need to be replaced when they have reached their usage capacity, which can vary per customer and based on the type of water, proper storage, cleaning and usage
  
  
  
  ALEXAPURE PRO WARRANTY POLICY:
  From MPS website, AP Pro Filter Page:
  Our Guarantee
  We extend a 30-day, no-questions-asked return policy on unopened products. After 30 days—or for products already opened—we will review your return request on a case-by-case basis.
  Our goal is to ensure you have a pleasant experience from start to finish!
  *Capacity is determined under controlled laboratory conditions and established protocols. Your conditions may vary based on target contaminant and influent water quality.
  **Chlorine reduction claims are not performance tested beyond 200 gallons. Additional performance claims are based on independent laboratory and manufacturer’s internal test data. Actual performance is dependent on influent water quality, flow rates, system design and application. Results may vary.
  This system has been tested for the reduction of the substances listed in the product test data sheets. The concentration of the indicated substances in water entering the system was reduced to a concentration less than equal to the permissible limit for water leaving the system, as specified in NSF/ANSI 53. Minimum substance reductions are listed on the provided test data sheets for testing up to 200 gallons.
  System and installation to comply with state and local laws and regulations. Do not use with water that is microbiologically unsafe or unknown quality without adequate testing and/or disinfection before or after the system. Manufactured from NSF/ANSI standard 61 and California Prop 65 Compliant certified coconut shell carbon and raw materials.
  For the best results, store replacement filters at temperatures above 35°F. Keep the filter moist and from drying out at all times for maximum filtration capacity.
  PERFORMANCE: Performance claims are based on independent lab results and manufacturer’s internal test data*. Actual performance is dependent on influent water quality, flow rates, system design and applications. Your results may vary. Performance claims are based on a complete system, including a filter and housing. This filter must be operated according to the system’s specifications to deliver the claimed performance. It is essential to follow operational, maintenance, and filter replacement requirements as directed for each application for this filter and system to perform correctly. Read the Manufacturer’s Performance Data Sheet accompanying the system and change the filter as suggested. The contaminants or other substances removed or reduced by this water filter are not necessarily in all users’ water.
  WARRANTY: LIMITED LIABILITY: Alexapure, LLC makes no warranties of any kind, expressed or implied, statutory, or otherwise, and expressly disclaims all warranties of every kind, concerning the product, including, without limitation, warranties of merchantability and fitness for a particular purpose, except that this product should be capable of performing as described in this product’s data sheet. Alexapure’s obligation shall be limited solely to the refund of the purchase price or replacement of the product proven defective, in Alexapure’s sole discretion. Determination of suitability of this product for uses and applications contemplated by Buyer shall be the sole responsibility of Buyer. Use of this product constitutes Buyer’s acceptance of this Limited Liability.
  Please be advised that, for returns of opened-box Alexapure Pros within the 30-day return window, a restocking fee of $75 may be incurred.

  We hope this insight is helpful.

  Thank you and whope you have a great day ahead.

  Customer Answer

  Date: 09/05/2024

   
  
  Complaint: 22232978
  
  
  
  I am rejecting this response because:
  
  My first filter which I bought lasted 5 months. The replaced you send me lasted 2 months or less which leads me to believe you sent me a faulty or used filter. I have done all troubleshooting possible . I learned it with the original purchase. How can a brand new filter last less than 2 months with only 20 gallons or less of usage ? This is a faulty filter by far & you’re refusing to acknowledge it 

  
  Sincerely,
  
  
  
  Gianna Kovats

• Initial Complaint

  Date:05/21/2024

  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.

  I placed an order on 4/24 with Patriot Supply. Order number S73007098 for several items.The items we are complaining about are the outdoor solar-powered lights. I ordered two sets for $119.60 The lights are defective and do not work. I contacted Patriot Supply thru email, explained the problem, I kept getting emails requesting pictures. I responded each time that the lights were not damaged, and neither the box nor the shipping box were damaged. The lights are defective. Do you want pictures of the lights? They emailed me stating I need to put solar lights in the sun???? Really? They also wrote if the lights are not damaged, I will be charged for shipping. The lights are defective; they flash for no reason, dont turn on with the motion detector, and dont stay on for any length of time. Our CVS 7.99 lights work far better and are also solar, just to be clear.They finally said I could return the defective lights, but I have to pay for shipping. They have a 30 day money back guarantee if not satisfied. I dont feel I should pay for shipping for defective items that allegedly have a 30 day guarantee.

  

  Business Response

  Date: 05/23/2024

  The following communications were sent to our customer on 5/22/2024:

  "Hi *********, I have requested a refund for the 2 Outdoor Solar-Powered Motion Sensor Lights (4-pack) with the 212 LED and it has been submitted. Once the refund is processed, you will receive a confirmation. We deeply apologize that your experience did not meet our usual standards. We consider our customers as extended family and strive to provide five-star service in every interaction, but we failed you this time. We are truly sorry.

  "My name is *****, I am a senior representative here at My Patriot Supply, I wanted to reach out to you and also apologize for the frustration and inconvenience you experienced. This is not what we ever want our customers to have to deal with. I have reviewed your order and the emails sent back and forth.
  I see you have been refunded and issued the in-store credit. As for those solar lights that you have, please dispose of them. We are not requesting them back.
  If there is anything I can do to help you now or in the future, please do not hesitate to reach out to me, I am more than happy to help you any way that I can".
  

  We also provided the customer a $25 gift card as a way of saying that we are sorry for a less than White ***** experience.  We at My Patriot Supply remain committed to treating each customer like family, and strive to provide a 5-Star experience on every interaction:)

   

  Customer Answer

  Date: 05/23/2024

   
  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.
  
  Sincerely,
  
  ****************************************************

• Initial Complaint

  Date:05/15/2024

  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.

  I ordered military meals. They were suppose to be delivered on May 4. I never got them. When I contacted the company all they did was keep sending foggy pictures and saying it was delivered. The pictures are very foggy. I cannot even tell what was delivered. I feel like they scammed me, stole my money. I want my money back.

  

  Business Response

  Date: 05/21/2024

  First and foremost, we want to extend our sincerest gratitude for bringing your recent experience to our attention. We genuinely appreciate your willingness to share your thoughts, as this allows us the opportunity to directly address any concerns you may have. 
   
  We are troubled to learn that you were provided a less than stellar customer experience and we are committed to making it right. We strive to provide a frustration-free White ***** experience on each and every interaction. 
   
  Your feedback is invaluable to us and plays a significant part in our continuous efforts to enhance our services. We have a robust process in place for logging and addressing customer issues because we believe in making constant strides toward improvement. 
   
  Please rest assured that we are committed to turning your experience around and ensuring that you feel confident in our dedication to quality and service excellence.  We have reached out to you and provided replacement products, along with a $50 gift card to use at your convenience as a way of saying we are sorry for any frustration caused. (This was done on May 16, 2024).

  Again, please accept our sincere apologies for any frustration or inconvenience...and thank you for being the best part of My Patriot Supply.
   
  

  
  

• Initial Complaint

  Date:04/21/2024

  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.

  My first time purchasing and it could have been better. I bought a 3 month supply and two of the packages were damaged. Instead of returning all six tubs I just requested two small replacement pouches. After three days of back and forth email requests I finally connected with someone that would send the two replacement pouches. When I received the two replacement pouches one of them was the wrong product. Attention to detail was lacking with this purchase. After the purchase the company sent me an email request to review the purchase. The My Patriot page wouldn't accept my negative review. The link they provided to submit on their web page didn't work either. This company deserves an honest review that describes their poor performance even if they refuse to accept one. Ed *****

  

  Business Response

  Date: 04/23/2024

  Addressing Your Concerns and Resolution Offer

  
  Dear ********,
  First and foremost, we want to extend our sincerest apologies for the inconveniences you faced with your recent purchase at My Patriot Supply. We have thoroughly reviewed your case and acknowledge that the experience you encountered does not reflect the high standard of customer service we strive to maintain.

  
  Resolution to Your Statement of Problem:
  We have identified key areas for improvement in our service delivery, notably in our communication and processing accuracy. It is evident that the handling of your replacement request was not up to par, with repeated requests for information and incorrectly sent item (chocolate pudding instead of rice pudding). We deeply regret the frustration this has caused and appreciate your patience in allowing us to rectify these mistakes.
  Regarding the damaged packages, the initial communication resulted in the correct replacement items being requested but unfortunately in the picking process an incorrect item was dispatched an error we take full responsibility for. We assure you that measures are being taken to prevent such errors in the future, including additional training for our team.

  
  Concerning Exchanges:
  We offer exchanges for defective or damaged items, and we stand behind that claim. Should any issues arise in the future, please do not hesitate to contact us at ************ our support team is available 24/7 to assist you.
  

  Our Policy on Customer Reviews:
  It is our policy to encourage and value honest feedback. We do not filter reviews based on their sentiment, provided they do not contain inappropriate content. Your insights are invaluable, not only to us for our improvement but also to our community to make informed decisions.
  

  Regarding Your Review:
  Its concerning to learn about the difficulties you experienced in submitting your review on our platform. Transparency is crucial to us, and we never intend to suppress honest feedback. Our IT team is investigating the issue with the third-party review processing platform to ensure it functions seamlessly for all users. We can confirm that your review was successfully submitted on April 21, 2024, at 9:40 PM PST, and we are grateful for your persistence in sharing your experience.
  

  Your Desired Settlement:
  We agree that the initial $10 in-store credit did not sufficiently address your inconvenience. Therefore,we are issuing an additional $25 in-store credit to your account as an expression of our commitment to your satisfaction.
  

  Ed, we want to assure you that your experience has spotlighted essential areas for our improvement. We are committed to making things right and ensuring that your future interactions with us are positive and seamless. If theres anything more we can do to assist or improve your experience, please do not hesitate to reach out.

  
  Warm regards,
  My Patriot Supply

  
  

  Customer Answer

  Date: 04/23/2024

   
  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.
  
  Sincerely,
  
  ********

• Initial Complaint

  Date:03/27/2024

  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.

  In Feb 2023 I placed an order but ended up canceling the order within an hour after realizing it wasnt a smart purchase and I would be in a bind if something come up and I needed a little money for something. They canceled the order and said i would get my refund within 3 days. I forgot about it until recently and it dawned on me I didnt remember ever seeing the refund added to my account. After going through my banking documents I realized they never refunded me. I reached out to them Feb 23 2024 and they said they would get it refunded. On Feb 26 they said it was forwarded to the finance department and they was having to write a check and it should be sent out to me very soon. I reached back out last week and they said they were waiting for a response from the financial department so they could check on it and give me an update stating they would email me when they heard from them later that day but they never contacted me. Ive contacted them twice since and its the same BS every time. It has been a month since they told me they would have the check out to me very soon. They literally told me the very exact same thing today that they told me a month ago. They had forwarded it to the finance department and was waiting for them to respond back so they could update me and they will be writing me a check and it should be sent out to me very soon. They said I would be getting an email today after the finance department responds to them but just like all the other emails I was supposed to be getting, I got nothing. As of now its been 397 days and the refund isnt even on the way yet.

  

  Business Response

  Date: 04/01/2024

  Hello and thank you for bringing this matter to our attention.  After researching the issue, we have found that we were caught in a moment of being human:) Please know that the error was not intentional, and it is not the experience we want for our beloved customers. We deeply apologize for the miss and for any frustration this has caused.
  
  
  We have refunded the customer for order #********* in the amount of $850.80. The check (Check #*****, dated 3/28/2024) was mailed today (4/1/2024) via **** Priority 2-Day with a Signature Requirement.
  
  
  The check was mailed to:
  *****************************
  *****************************************************
  
  
  Additionally, as a way of saying we are sorry, we are offering the customer a $100 gift card with our most sincere apologies for the frustration this has caused.  
  
  
  Lastly, we will use this as an opportunity to improve process and oversight so this does not occur again.
  
  
  Thank for providing us the opportunity to make this right.

• Initial Complaint

  Date:02/25/2024

  Type:Billing 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 recently purchased three products from MPS (My Patriot Supply): a water filtering device kit, a stand for the water filter, and an air filter. The experience with the air filter has been what I would consider fine, however the plate for it arrived broken. The business said they couldnt send me a replacement part, and said I would have to be fine with the broken plate, or Id have to send the whole thing back to them. I decided to keep it in place of a credit. My experience with the filter kit was terrible. I have municipal water, as the company stated would be adequately filtered by their device. It was not. I became ill after drinking water filtered by the device after about two weeks. Switching back to bottled water immediately improved my symptoms, but I was still ill. I have since been seen by a doctor, who put me on a medication to mitigate the risk of a bacterial infection. My doctor also alerted the health department that my water needs testing. This health issue would not have occurred had I not trusted My Patriot Supplys water filter to adequately filter my water for consumption. The efficacy of their water filters has not been retested for almost 10 years. When I requested to return the item for a full refund, they did not respond to my request for a prepaid shipping label to ship the device back to them, nor would they refund me for the used filter in the kit. My last email to them has gone unanswered for well over 72 business hours. I find this to be completely unacceptable, considering what I have been through. They have even continued to automatically charge me the monthly payments I had selected when I purchased the items. I have already paid well over the cost of the air filter, but they just took another $150+ out of my account the other day, disregarding that we are disputing this transaction. I need the company to resolve this with me, and Im hoping BBB can help.

  

  Business Response

  Date: 02/28/2024

  We appreciate the opportunity provided by the Better Business Bureau to address this situation. Our team takes customer concerns and the effectiveness of our products seriously. It's evident from the details shared that the experience did not meet the expectations of the customer, which we apologize for. Following the discussions held with the customer, the company has expressed its willingness to accept the return of the used, contaminated unit. Considering the unfortunate circumstances and as a gesture of good faith, a partial refund is still being offered. The company believes this solution to be more than fair based on the following and considering the situation and aims to ensure customer satisfaction while addressing any concerns raised.
  On December 26, 2023, customer *********************** reached out regarding a damaged air filter received, specifically mentioning a broken part on the faceplate, and inquiring about the effectiveness of the product in improving air quality post-construction of residence. The company's response, provided the same day by ******, expressed apologies for the condition of the received item and clarified that while a direct replacement for the faceplate was not available, an in-store credit could be offered, or a replacement unit sent. Additionally, ****** detailed aspects affecting air quality improvements and the durability of the air filter's components, inviting further queries, and outlining the return policy for *****'s consideration.
  The following day, ***** provided confirmation of the filter's positive results and requested details on the amount of an in-store credit for the superficial damage. ******, responding on January 2, 2024, stated that the in-store credit would amount to $30.00 and shared specifics about its delivery through email with no expiry date. Accepting this offer, ***** expressed satisfaction and notified the company.
  On February 7th, 2024, *********************** inquired about the prevention of mold growth in the filters of her water filtration system purchased more than a month prior, asking, what "prevents mold from growing inside them?" ****** from customer service highlighted the filter's activated carbon block core and hybrid ceramic/silver shell, advising regular twice monthly maintenance cleaning. ****** provided detailed cleaning instructions, emphasizing the use of mild soap/detergent and warm water, or a specific stainless-steel cleaner, and recommended manual washing overusing a dishwasher to protect the stainless steel's integrity.
  In the customer's communication on February 10, 2024, she expresses significant concern and dissatisfaction with our water filter, citing a belief that the product's certification and water quality report are outdated and have consequently led to adverse health effects.
  This perspective, while reflective of their personal experience and concern for health and safety, makes broad accusations regarding the reliability and efficacy of the product without substantial evidence.
  It's important to clarify that our products underwent rigorous independent lab tests and the claims mentioned overlook the fact that our water filtration systems are evaluated to meet the standards set by NSF/ANSI 53. The testing confirms that our systems effectively reduce the presence of harmful substances in tap water to levels that are well within safer drinking water standards. The customers demand for a full refund based on these accusations underscores a
  misunderstanding of the product's proven reliability and effectiveness in providing safer, cleaner water.
  Furthermore, in response to the customers concerns, it is crucial to highlight that, as a manufacturer of water filtration systems, our products are designed to improve the quality of the water that passes through them based on typical household water supply conditions.
  However, we have no control over the quality of the water before it enters our system, nor do we guarantee the removal of all contaminants, especially in cases where the water is pre-filtered through another system before reaching ours, like she stated was her case.
  The unique environment in which ***** described where she lives, particularly being near a landfill and a fertilizer manufacturing lot, introduces variables that could affect the water quality in ways our products were not specifically tested to combat. Therefore, while our filters aim to significantly reduce a broad spectrum of contaminants ****************************************************** predict their performance against all potential contaminants introduced prior to or after our system's filtration process.
  In the response to the customer, ******* emphasizes, our standard return policy of unopened unused items; "Now that being said, since the unit has been used for significant period of time, we can still do a modified return but unfortunately it would be $75.00 plus any shipping less than the original purchase price."
  This highlights the company's commitment to accommodating the customer's needs as much as possible, underscoring our high level of service. Furthermore, it reflects the company's flexibility by modifying its return policy which has not change in over a decade and has served our millions of customers well to address potential sanitary or health concerns associated with the return of used products. The company's willingness to recycle parts of the returned item and to process a refund upon receiving the item in "like new condition" further illustrates their dedication to valuing the customer and ensuring their satisfaction.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21343294
  
  I am rejecting this response because: While MPS was very detailed in their response and outlined all of the facts that I previously mentioned, it does not excuse the fact that the product did not perform in the way that it should have. I have never and will never pay for a product that made me ill. I would not have become ill had the filter performed its necessary function. That being said, I am willing to modify my request and will pay to ship the product back, but will not accept MPS deducting $75 for the used filter from my refund. Also, all further automatic payments through Splitit must be cancelled. I fully expect to receive the most recent $151+ that they deducted from my account and whatever other difference there may be (once the filter kit is returned) back in full.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/01/2024

  Thank you for your response, *****.
  Today, we are refunding your order in full. We have cancelled the payment plan. Please donate the unit in question or discard at your discretion. We apologize for any inconvenience. 

  Customer Answer

  Date: 03/01/2024

   
  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. I deeply appreciate their action on my part, and will be watching for the refund on my account. I wish this company and their mission the very best.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  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.

  On February 13th I ordered $865.26 worth of merchandise I was told with the holiday coming the packages would be received on Tuesday 2/20/24. On 2/16/24 I received emails stating that my order had been shipped and was on its way. On Saturday I checked the email again to track the package and was told that they 3 packages in total were not able to be delivered on 02/16/24. Upon further investigation I found the following- that on the account I have established with the company has that the delivery of the $865.26 worth of products was fulfilled on 2/16/24. However, when trying to track the packages that My Patriot Supply company has stated was delivered on 2/16/24, according to *** the order was canceled due to voided delivery information given to *** from My Patriot Supply company. I have called the customer service number of ************ that claims to be 24/7 operation and received nothing but a recorded message about how busy the agents are. I placed the order on a store credit account and ********************** Company received $173.05 and I want it back seeing that according to *** this order has been canceled by My Patriot Supply and I will never receive it even though they have received my money. Per My Patriot Supply the $865.26 has been placed on a credit account as paid in full- I want what I paid returned and the account closed.

  

  Business Response

  Date: 02/19/2024

  Dear Better Business Bureau,
  We are responding to provide clarification and address the complaint filed by our customer regarding a shipping error and subsequent refund request. Upon investigation, we discovered that during the shipment preparation, an initial shipping label was printed and subsequently canceled for a corrected one. The original tracking number issued to the customer was canceled due to an error in the package count; it represented only three out of the four boxes that comprised the complete order. To rectify this: A corrected label was immediately created to include all four boxes, ensuring the entirety of the order was shipped together. However, our automatic confirmation system mistakenly sent details of the first, incorrect label, leading to confusion for the customer. We have since apologized to the customer for this oversight and have explained the reason for the cancellation of the initial tracking number.Upon notification, we promptly reached out (Monday 2.19.24) to the customer to explain the situation and assure them that their package was indeed in transit, as confirmed by the updated tracking information with an estimated delivery date of Wednesday, 2/21/24. We wholeheartedly apologized for the confusion and any inconvenience it may have caused.After discussion with the customer about their preference to keep the order or opt for a refusal and refund, the customer chose the latter. We honored this request by informing our returns team to expect the package back for processing of a refund as soon as it is received. Additionally, we have notified our finance department regarding the imminent return and the customer's decision for a refund. The finance team has been instructed to expedite the processing of the refund upon the package's arrival to our facility, ensuring an efficient and satisfactory resolution to the customer's complaint.Our communication timeline with the customer began on 16th February at 9:59 am when she spoke to our representative ****** to place the order. Thereafter, the customer left a voice message for us on Sunday February 18th, at 3:10 pm. Unfortunately, we also missed her call later in the day at 8:09 pm. However, we received the customers email on the same day at 11:04 pm MST.
  We promptly responded to the email at 11:22 pm MST. Our response to her indicated that we were going to follow up on the concern. The objective was to confirm whether there was just a cancelled tracking number and an issuance for a new one for the shipment. If not, we promised to process a refund request for the amount paid. We apologized for any inconvenience caused and informed the customer that we might not have answers until the following evening. However, she was assured that we would get back to her as soon as possible. The resolution of the concern was actively under investigation by our customer service team.
  Our communication continued on Monday February 19th with a returned call by ****** at 10:15 am. Later that morning, the customer spoke to ****** at 10:47 am which completed the correction of the miscommunication and started the process of the customers refusal and refund request.We are committed to excellent customer service and regret that this miscommunication occurred. We have taken steps to prevent such an error in the future and continually work to enhance our shipping and communication processes.

• Initial Complaint

  Date:01/25/2024

  Type:Customer Service 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.

  1/20 i engaged with MPS to purchase emergency supplies. They have several opitons for payment and I chose to review the affirm option which is connected to one email. I chose not to engage with affirm and use the MPS payment plan under a different preferred email. Unknown to myself both emails were charged for the items and two MPS payment policies were opened. I only agreed to one payment plan and one set of goods under my preferred email and was only expecting one set of goods. MPS refuses to review their system and claims i placed two orders at the same time. They will not pick up packages and will not pay for shipping. I am willing to return goods fully.

  

  Business Response

  Date: 02/05/2024

  Order S72854543 from *************************** was placed at 2:13 PM Jan 20 *********************************************** our system with the first pay method under the email ***************************. 
  A second order, S72854548 was placed at 2:15 PM Jan 20 **** MST by the customer online two minutes later with the other, different pay method under a different email ************************. 

  From our point of ******** looks like the customer placed two orders that day and we fulfilled both orders with the different contact and payment methods as received. Both orders and the products requested shipped from our warehouse to the customer's delivery address on Jan 21. 

  *** tracking notes that both orders were delivered to the customer on Wednesday, January 24 at 7:06 P.M. at the front door. 

  When we were notified by the customer on a phone call on 1/25/24 at ****** that she placed the second order by accident, we suggested that she could refuse unopened shipments within 5 days if she were to take it back to *** for return to our warehouse. We told *************************** that we would issue the refund when we received the product back. We also email the customer and apologized again for the inconvenience and reiterated the details about how to refuse the shipment and provided instructions on how to refuse the second shipment and return it for the full refund. The product has yet to be returned.