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:10/12/2022

  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 was emailing with ***** from Testclear regarding my product not arriving when it was supposed to, and then she decided to attach a completely DIFFERENT customer info to MY email thread. The other persons full name, email, home address and phone number. When I replied to ask about this breach in privacy, I have not gotten any more responses from Testclear and no one answers the phone there anymore. I will now be pursuing legal action due to them now going quiet and my fear that now MY INFO IS ALSO NOT SAFE

  Business Response

  Date: 10/13/2022

  This customer did have a merged ticket with another customer. It was an accident and she was apologized to immediately and reassured that her information is safe and secure (conversation attached)

  We have responded to this customer several times (attached files) by email/support ticket. This customer has also had phone call conversations with the office and is verbally abusive and threatening our employees. This behavior is not acceptable or tolerated.

  ***** attempted many times to delivery customer's package. Please see detailed tracking here: https://www.fedex.com/fedextrack/?trknbr=278328048590&trkqual=2459846000~278328048590~FX

  Customer requested *********************** on her delivery. After three attempts and no communication from the cardholder, the package was "refused" and abandoned as per the Terms and Conditions (which can be located here: https://toxinrid.com/terms-and-conditions/) as well as we've attached the Refused Packages policy. The cardholder refused her package as well documented. We are happy to help her replace her items for free if she'd like to accept her ***** delivery for a reshipment, however, at this time, there is no refund due to the customer. 

   

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18203093
  
  I am rejecting this response because If you LOOK at the screenshots, you'd see that the person you supposedly contacted that ONE time, was NOT ME but the OTHER PERSON. I emailed you SEVERAL times after, reached out by phone as well. You are going to DOUBLEDOWN on your aggressiveness and rude attitude with a follow up of Lying too. I DIDN'T reject anything! I contacted ***** directly and they sent it back themselves to you. THEN, considering the way you are, it sure looks like you turn and RESELL the same product to another customer. collecting double/triple payment, and from the looks of prior customer complaints, this is, I BET, routine.  A FULL refund IS THE MINIMUM. I, also need something IN WRITING DIRECTLY TO ME as to what you are going to do to assure that my personal info YOU HAVE is not compromised. I DO NOT WANT TO DEAL WITH ***** AND HER UNPROFESSIONAL WAY of handling customers. PERIOD. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/20/2022

  This is a ridiculous response.

  Please see this customers ***** tracking information here: https://www.fedex.com/fedextrack/?trknbr=770088721836&trkqual=2459853000~770088721836~FX

  Since she refused her package, it is now abandoned as promised by the Terms and Conditions this customer agreed to before she placed her order. See Full Terms here: https://www.testclear.com/Terms-of-Service.aspx

  12.3 Refused Packages
  

  If a customer rejects or refuses a package without authorization and it is re-routed to our warehouse, it will be rejected by our shipping department and UPS, ***** or **** will declare the package as abandoned. In addition, if our shipping carrier assesses us with a return shipping fee for the package, you agree that you shall be liable to pay us that fee, as well as our reasonable attorneys fees, reasonable collections agency fees, costs, and disbursements in collecting it.

   

  And lastly, please see this customer's return tracking which was refused at shipping as promised in the REFUSED PACKAGES policy.

  This customer is trying to obtain a refund because a support ticket was merged incorrectly. This is illogical. The customer made a series of bad decisions which lead to bad outcomes as seen here.

  There is no reselling involved in this customer's abandoned package and her accusing a merchant of lying is also disconcerting as her fabrications are provably false as seen above in the provable documentation.

   

  Please see customer's ***** return to shipper tracking showing her Refused return and effectively abandoned her package willingly and knowingly. Return tracking here: https://www.fedex.com/fedextrack/?trknbr=770088721836&trkqual=2459853000~770088721836~FX

   

  There is no refund due to this customer due to her purposefully abandoning her package, refusing her ***** delivery and purposefully abandoned the merchandise she rightly owned.

  Attached Files:

  Terms and Conditions checkbox customer checked before she could place her order.

  Refused Packages Policy 

  Cancellation Policy

  Thank you!

   

  Thank you!

   

   

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18203093
  
  I am rejecting this response because this company is taking ADVANTAGE and double charging by reselling product.

  Once AGAIN I will state: There were TWO issues which I EXPLAINED IN DETAIL.
  One: the package NOT BEING DELIVERED ON THE DATE ***** SAID THEY DID.
  And TWO: *****************, irresponsible negligence at recklessly sharing customer private information.

  The PRIVACY issue was why I felt I needed to come here and make a complaint formally. I have obviously struck a nerve with ***** as she is continuing with her nonsense and just copy/pasting the company policy the she clearly believes is iron clad. I am not the first person with the issue with mail and Im sure I wont be the last. 
  

  Of course you have and will continue to RESELL merchandise that gets sent back to you and NOT provide a refund to the customer that already paid for said merchandise.  Whats stopping you? Youre clearly refusing to give ME my money back or to even try to send me a replacement and you have both the product and the money. Not exactly right. Or fair. Or honest.
  

  I must add, its pretty slick the way its presented on your website to pay the extra $5 to have your package signed for to ENSURE you receive it yeah. I fell for that one too.

  
  I do hope taking advantage of others continues to benefit you! No need to reply again *****, you have a bunch of other customers to be awful to. 
  

  Just gross.

  Business Response

  Date: 06/24/2023

  There is nothing that will make this customer happy other than violating our own terms & conditions they agreed to prior to ordering to appeal to their aggressive bully tactics. Giving in to the terrorizing tactics of this customer is the only action they will deem "fair" and "honest", despite all the proof presented thus far; intellectually dishonest & abhorrent behavior that we will not entertain. We will continue to present the facts as we have been throughout this complaint.
  
  Issue 1 - This has nothing to do with our companies services. The customer chose to require a signature on their package, and additionally refused their delivery, resulting in a delay and attempted return by *****. If a customer rejects or refuses a package without authorization and  it is re-routed to our warehouse, it will be rejected by our shipping department and ********** or **** will declare the package as abandoned. There is no reselling involved in the case of unauthorized returns. See previously attached evidence.
  

  Issue 2 - A mistake was made that merged two tickets, we acknowledged the mistake and apologized. Nothing more can be done, and it has nothing to do with this customer's PII.

  All other claims are completely fabricated by the customer in fits of emotional instability.