ComplaintsforHy Cite Enterprises, LLC

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 10, 2024, I contacted the company for a warranty claim. The problem was: warping on 2 pots. These 2 pots also had matching lids. I was told to ship the 2 pots with the matching lids because if they can't be repaired, old the lids won't fit on new pots. I was emailed a warranty form. My warranty order is #********. I filled out the warranty form and shipped my 2 pots with 2 matching lids to the company for repair or replacement. I weighed the package at home on my scale (a scale that weighs people) and then I purchased my label at home on my computer. I paid for shipping my items. Shortly after, I received 2 new pots - no lids. I called customer service to report that I no lids were shipped to me. They said they weighed the package and I must not have sent lids. I emailed the company and received no help. This is a lie. I shipped the matching lids with my pots. I would like the matching lids to the pots that they sent. These pots are worthless to me without lids. I am now out the original lids that I sent in with my original pots.

  

  Business response

  04/16/2024

  Hello ******, 

  Thank you for taking the time to share your experience.  I am sorry to hear the issue you had during the warranty process.  I will be happy to assist you and further investigate the process of your warranty claim and rest assured, we will get it resolved quickly. If you wish to contact me us directly, you may do so at ***********************************.  Thank you! 

  Customer response

  04/20/2024

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

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding my recent experience with HyCite in relation to the purchase of a water filter system on February 28, 2024. I am deeply dissatisfied with both the product and the sales practices employed by your company.Firstly, I was misled by the salesman regarding the functionality of the water filter system. I was informed that the filter would produce alkaline water, which was a significant factor in my decision to make the purchase. However, upon testing the product, it became evident that this claim was false. This discrepancy between what was promised and what was delivered is unacceptable.Furthermore, during the sales process, the salesman assured me that I would receive two complimentary gifts with my purchase. To date, I have not received any such gifts, despite following up with the company multiple times. This failure to fulfill promises made during the sales transaction reflects poorly on the integrity of your company.Additionally, I am deeply troubled by reports that the salesman misrepresented my statements to my mother-in-law in order to secure a sale. It is unacceptable for your representatives to resort to such deceptive tactics to manipulate potential customers.Finally, I am extremely disappointed by the company's refusal to accept a return of the water filter system. Despite contacting your customer service department within the return period, I was informed that returns are not accepted for "open box" items. However, it is unreasonable to expect customers to evaluate the functionality of a product without opening it. Your unwillingness to accommodate reasonable requests for returns is indicative of a lack of commitment to customer satisfaction.

  

  Business response

  04/12/2024

  Hello ****************, 

  Thank you for contacting us and explaining your issue.  I am sorry to hear that the water filter you purchased is not meeting your expectations.  I will be happy to initiate a case and investigation to the claims made for misinformation provided by the sales representative.  We will be in contact with you today to ask for further information that is needed for the investigation.  Unfortunately, if the item is opened and used, it does not qualify for the return, but we can discuss other options to remedy the situation and initiate the case.  We are here to help and look forward to speaking to you today.  If you wish to contact us directly, you may also do so by sending an email to ************************************ Thank you! 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I am not a customer or plan to at the moment but I am being harassed for more than a year from your company. I keep getting phone calls about a gift which I said I was not interested. But, I continue to get the phone calls. Im really tired of getting. *****************-593-1723, ************ This are the numbers that keep calling saying they work for royal prestige.

  

  Business response

  04/12/2024

  Hello ****************, 

  Thank you for taking the time to bring this to our attention.  I will investigate the numbers you are getting promotional calls from and ensure that the sales *********** all communication.  I apologize for the inconvenience this has caused but we will make sure the sales office is aware of your no contact request.  Thank you! 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an employee come to my house and collect a payment for my account that was found in collections , payment was done on March 11 , 2024 . Payment was not shown on my account as if there was no payment done . His name being ********************* phone number ********** . The first payment was 500 dollars done March 9, 2024 . The rest was ***** dollars given on the 11th.

  

  Business response

  04/08/2024

  Hello ****************, 

  Thank you for contacting us.  To better assist you, we will need to review your account and also if you can provide us with a full copy of the sales order along with any proof of payment you have for the payments you mentioned you gave.  You can email us this information to *********************************** and we will initiate an investigation, immediately.  Thank you! 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account was sent to collections and is still opened on my credit they keep reporting it. Now the sales representative that sold me the product wants me to pay her directly because she says she was charged for it.

  

  Business response

  03/25/2024

  Hello **********************, 

  Thank you for contacting us.  If your account was charged back as bad credit, it will remain on your credit report until the account is paid in full.  The sales representative is able to collect on the outstanding balance and once it is paid in full, it will be reported to Hy Cite Enterprises LLC.  If you have questions or concerns regarding your account, feel free to email us at ***********************************.  Thank you! 

  

  Business response

  03/25/2024

  Hello **********************, 

  Thank you for contacting us.  If your account was charged back as bad credit, it will remain on your credit report until the account is paid in full.  The sales representative is able to collect on the outstanding balance and once it is paid in full, it will be reported to Hy Cite Enterprises LLC.  If you have questions or concerns regarding your account, feel free to email us at ***********************************.  Thank you! 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I origionally was scammed into this company i was told a different price when i signed the documents the sexond day aftwr talking to a rep over the phone about pricing i called ********* and neverrecieved a call and in order to get out of the contract i was told three days the guy never amdwered me and when the packages came he called me asking if i was going to cure them and i told him i do not want them and he got mad and told me that theres nothing i can do that im stuck with them and should have called him before when i was calling everyday at least 3 times a day i called the company and they said theres nothing they could do either i sent the packages back twice after being sent to my home and sent a letter certified after numerous attempts of them trying to deliver the package and i would refuse it they sent it to my old address in winfield where it was at least 2 years since we moved from that location false fully since my credit has been highly impacted because of this and keep getting calls asking if im interested i want something fixed after so many years i cannot buy a house because of it i have numerous emails made to the attorney general something needs to be done about scammers especially when i was younger at the time and didn't know anything about them

  

  Business response

  03/18/2024

  Hello Ms. **********, 

  Thank you for your message.  I was able to locate your account and review the notes from the initial time of the contract.  The cancellation process is done directly with the finance company, Hy Cite Enterprises and upon checking our records that was not received within the time frame.  A copy of the contract is left for the customer and co-signer to review, and instructions are provided if they wish to cancel within 3 days from the date it was signed.  Unfortunately, this account has been in collections since April 2017 and in order to have it removed from your credit, it must be paid in full.  As yo mentioned, since the cancellation was no longer accepted, at the time it was mentioned to Hy Cite Enterprises, you voluntarily sent the merchandise back.  Once the account is paid in full, you are able to receive your product back that you voluntarily sent back.  If you wish to contact me directly, you may do so at *********************************** and I can further explain the process and answer any questions or concerns you may have.  Thank you! 

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Thats ridiculous i will not make a payment nor pay money to a product i sent back to the company and do not have in possession because your customer rep would not answer in order to cancel my contract with three days and the company sent to another address where i lived and allowed someone else to sign for . Its ridiculous that you only give three days to opt out of a contract as well your reps do not call and use fake text now numbers this was my first and only experience with your company and hold your company fully responsible for items given to someone else who was not me and paid for and kept insisting on delivering the package when i sent it back no one ever reached out and no matter how

  longs its been im still waiting for the court date from you in order to fight this from the letter you sent me til this day has not gone to court but yet you still want to charge me? I will gladly testify to this scam in court and i do not recommend you to anyone ]
  
  Regards,
  
  ***********************************

  

  Business response

  03/19/2024

  Hello Ms. **********, 

  I am sorry you were unsuccessful in contacting the sales representative to express your request of cancellation in a timely manner. A copy of the contract was provided, and it states the procedures and steps necessary to cancel an order prior to credit approval, which is 3 business days from the date it was signed.  The cancellation process is done directly with the finance company.  If you voluntarily decided to send back a product, knowingly, it was out of time frame for a return, unfortunately that is not grounds for cancellation out of time frame.  If you wish to refer back to your contract for any clarifications on the terms and conditions of our cancellation policy, I can provide you with a copy by email.  Unfortunately, we are unable to remove the account out of collections until the balance is satisfied.  If you have any further questions or concerns, you may contact us by email at ************************************ Thank you!

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I will be looking into getting this resolved since no one can accommodate anything for years now i will not pay for items i sent back and then as your company refused to take them back and sent to another location where they were signed for fraudulently  then trying to get out of the contract which was not even possible because the reps don't answer and you get no where calling hycite as you are proving in these messages but yet to this day you still ask for

  payment but cannot help me if i don't have your products at all how can you ask for payments in collections and its shown it was fraudulently signed for in the website under your tracking i know how to spell my last name and after numerous attempts to

  leave it at my apartment and me sending them back where is it ok to send to another address it makes no sense at all ]
  
  Regards,
  
  ***********************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/01/2023 ********** I accepted to run my credit for Royal prestige and was approved, i gave the rep $400 down payment upon approval. The thing is that I never received product and now they are charging me and alreasy impacted my cresit cause i cannot pay what I didnt receive. They keep on telling me that i signed. I requested to see my signature and its an electronic signature. So oviously its electronic and anyone couldve of signed. Product never made it here to my address and I keep on telling them to send me product or erase that bill. They have not done anything.

  

  Business response

  03/14/2024

  Hello ******************, 

  Thank you for taking the time to submit your concerns.  Rest assured I will do all I can to have this resolved in a satisfactory manner. I was able to locate your account and I see you contacted us on January 19, 2024, to state you had not received your product that *** is showing as signed and delivered since Nov. 2023.  I understand you mention the product is not in your possession but the sales representative claims a call was made to confirm receipt of merchandise and it was verified.  What I can do is escalate your claim and have contact you back within 24 hours with a resolution.  If you wish to contact me directly, you may do so at ***********************************.  My name is *********************** and I am the *********** supervisor.  Thank you! 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please keep in mind this message: DO NOT SHARE YOUR INFORMATION!! I signed up 3.5 years ago with a company that was supposed to come and show me their product three times, but they never showed up. I requested to be removed from their list, yet they kept calling me every other month. I had to block several numbers, but they still called from other numbers. Last night, as I pulled into my driveway at 8:45 pm, one of their sales reps showed up unannounced. He claimed the office instructed him to come to my house to show the product, but I NEVER authorized anyone to come to my house that late. My daughter and I were still in the car when ************** continued to lie and harass me about the product. He came in a Tesla without plates and claimed he didn't have any cards. I want to be left alone, and I don't want their products. Don't ever come to my house. ************** didn't even know my name; he was just a creep. My husband showed up shortly after ************** left. We drove around the neighborhood and found him, and we asked him to leave me alone. However, ************** continued to talk over my husband. Again, I want to remind you not to give your information.

  

  Business response

  03/18/2024

  Hello ********************, 

  Thank you for taking the time to bring this to our attention.  I am sorry to hear about your experience and will do my best to remedy the situation.  We are governed by high values and commercial practices; we are against any bad practices from any independent distributor.  To further investigate your claim, we will need more information to locate the sales office this representative works for.  Full name, city or town and any contact number you may have from the first interaction you had with a sales representative.  Furthermore, if at any point, you or anyone around you feel in danger or harmed, please contact the authorities as they will respond immediately.  You may email me directly the information you have for this individual at *********************************** and we will respond within 24 hours.   Thank you.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complain is about Royal Prestige by Hy Cite company. The sales person came to the house to sell their cookware and they did a work around so that the purchase could be made knowing that the information they gave was false on the paperwork. The sales person put false information on the documents about me working ( which I do not have a job ) and also put down the "down payment" of 200 dollars themselves so that I could pay him back later ( which I did ). After the merchandise came, he said not to open the box until he came here to do it himself. Which he did. ( They have a "policy" where you cannot return opened items that are used which was not explained ) He then proceeded to open the items, and "show how to use the pan" by cooking an egg. This is a very large scam. I then returned the items within a few days as they are not as advertised at all, and I am then told that the items are opened and used ( of course as he was the one that did that ) and could not be returned. They refuse to take back the return and are trying to make me pay for this merchadise that they now have and that was sent within their return time frame. This is a very unethical company. They do everything falsely to make it difficult to return their items back and already sent a bill to make you pay for them. They ware wanting ******* to be paid.

  Customer response

  03/15/2024

  They wrote back saying their policy states there are no returns on open/used items. 

  and 
  The sales person wrote back separately saying they have pay stubs on file for me that they had sent to Royal Prestige ( which again, I don't work so I don't have pay stubs ) 

  and that they are coming to my home. I am not opening my door to this person, that's strange and unprofessional. 

  Customer response

  03/15/2024

  We have received more communication today that they want to send back the items to my house. They don't want to accept the return and cancel the account or refund the deposit. They  copied their return policy ( the unopened and unused which again the sales person was the person that opened the box and showed how to use the product by cooking on it ) and now they are trying to confirm our home address again to send them back.

  This is in spanish, I hope you can translate it.  

  
  

  
  

  Buenos ******************* D *****,

  Deseando se encuentre bien, le informamos que lamentablemente sin contar con alguna evidencia no sera posible una excepcin para la cancelacin ya que en la poltica de devolucin se especifica el estado en que debe recibirse la mercanca: 

  
  
  

  Poltica de Devolucin

  Usted puede devolver mercanca no abierta, en su embalaje original a Hy Cite para un reembolso completo dentro de 10 das de la fecha de entrega (20 das para clientes de **********). La mercanca tiene que ser nueva y en su embalaje original, no abierta. Hy Cite enviar una etiqueta prepagada de *** para que la mercanca se enve de regreso. 

  Despus de que Hy Cite haya procesado la devolucin, cualquier monto pagado por usted ser acreditado o reembolsado dentro de 10 das de Hy Cite ***** recibido la mercanca.

  Por ello, le pedimos nos confirme si el domicilio ******************************************************** sigue vigente para proceder con el envo de los productos.

  Gracias.

  ******* ***************************** Montserrat 

  

  Business response

  03/18/2024

  Hello Ms. ******************************** you for the information provided, I will further investigate your request for a return of your order.  You mention the sales representative went to your home and opened the items, was this an authorized request by you for the salesperson to open the item and demonstrate the use of it?  Our return policy does not only apply for the consumer to open the items, at times the consumer may give authorization to the sales representative to do so.  I will also be contacting the sales office for further clarification as you mention this was done in your home.  If you wish to contact us directly, please feel free to email us at ***********************************.  We will be contacting you back within 24 hours with an update on your claim. Thank you! 

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello,

  This was actually the other way around. The sales person told me not to open the package and the package was in my home closed for three days before he came to my house to open it.

  He said not to open the box and that he was the one that would open it when he arrived to my house and that he would show me how to use them. These were the instructions I was given and followed when the box came to my house. Yes, he did come to my house personally to do this.

   
  Regards,
  
  ****** De *****

  Customer response

  03/20/2024

  Hello,

  I received a text message this morning on my cell phone. Please see attached screenshots. 

  
  

  It says:

  Hello, good morning, ****** D *****,

  We inform you that unfortunately we cannot do an exception for your cancelation due to the return policy. It expresses how the items should be before it is valid. to get informed communicate with Royas Prestige.

  
  

  Let me know if anything else is needed please.

  Thank you,
  ****** De *****

  

  Business response

  03/25/2024

  Hello Ms. ** *****, 

  There seems to be some misunderstanding as to how our return policy works.  There is no fault in the distributor asking to not open the box and it was sitting for 3 days in your home.  You had 10 days from the time it arrived, to request your return and this was included in the first box (brown box).  If the individual packages were opened (white boxes), it voids the return policy.  If you authorized the distributor to open your boxes, 3 days after they arrived, there is no fault in that as it was authorized by you.  Unfortunately, your order does not qualify for a return policy at this time as it was not returned within 10 days, unopened or unused.  If you need further clarification or have any other question, feel free to email me at ***********************************.  Thank you!

  Customer response

  03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello everyone,

  I do not accept this conclusion because I followed all the instructions that were given to me by the sales person. This was not an authorization of any sort. It was instructions that were followed to be done and he was the person that told me to wait for him to come to my home to opened the package to "show how to use it" The return was issued in the amount of time given. 

  I would like the account to be canceled and the deposit returned. 

   

  Regards,
  
  ****** De *****

  

  Business response

  04/01/2024

  Hello Ms. **************************** am sorry this is not the resolution you are expecting but once again, the return process was not executed according to the terms.  If you authorized the distributor to open the product and be used, it voids the return policy.  If you wanted to return the product, you had 10 days from the time it arrived to return it, unopened and unused.  If this was your desire to return, all you had to do was mentioned this to the salesperson and the return process is done directly with Hy Cite Enterprise, this information was included in the package.  Unfortunately, your order does not qualify for a return, what I can offer you as a onetime courtesy, is an exchange of a different item for the same cost.  Thank you! 

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I won't accept this. The instructions followed were not authorization. They were instructions given. It is not the same thing.  He was very adamant for me to follow the instructions given and to not open the box and to show me "how to use it" and the instructions were followed. I did not authorize anything at any time. No, I do not want anything different from this company. After this experience why would that be a resolution.  I will again point out, that this contract was falsified. I have attached a copy in case you don't have it. Page four that shows that I am self employed, and take care of children and make that income is not true. This is completely false information. I would like you to send me copies of the proof of income that were given to you from your sales person.  I would like this account void and canceled as the resolution. 

  Regards,
  
  ****** De *****

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Royal Prestige representative German N. came to our home and sampled his products. around August 2023 I placed an order using my SSN. When the order arrived, we didnt receive the full order. ****** took the items that arrived and wanted to place another order. ****** only wanted to work directly with my mother who doesnt have any authorization to place orders. ****** took $200 cash payment from my mother. However German placed an order and contacted me to obtain my signature for the new replacement order. I explained to German that I did not agree, consent or authorize such new order. Since this date, Hy Cite has billed me for items/products that I do not have. The representative has also been contacted by local law enforcement to no longer come to our home. This is all due to the many attempts of his unannounced visits to obtain a signature that I did not authorize. Since this has occurred, I have been receiving statements demanding payment for products that have never been authorized or received. The representative referred us to deal directly with Hy Cite customer service to resolve this issue. I have many multiple attempts to resolve this issue but each time the representative will disconnect the call after placing me on hold. There has been times where they will refuse to place a supervisor on the call to handle this problem but they simply transfer me to another agent only. This has been occurring since October or November 2023. All known attempts to resolve this issue have been made prior to reaching out to BBB.

  

  Business response

  03/12/2024

  Hello ************, thank you for you message. I am sorry to hear this and I will be happy to investigate.  I was able to locate your account and upon reviewing the notes, we had someone call on September 1, 2023, stating he was your brother and that the 60qt pot w/ cover had not arrived.  An investigation was opened with *** as they stated they had a picture it was delivered and left in the back door.   There were several attempts made back to call and confirm if the merchandise was still missing and if a replacement had to be sent out which we later received a call on September 29, 2023, confirming the address for the re-ship of the merchandise.  On October 3, 2023, we received your request to cancel the order since you were being charged for an incomplete order.  Since the merchandise was shipped and confirmation of the delivery was obtained by ***, Hy Cite did not fail to ship the merchandise in a timely manner.  We understand it was lost or stolen from your home to which we offered a replacement at no cost.  Since the 60 qt w/cover was only part of the order submitted and the rest of the merchandise had been delivered and received on time, that would not have qualified for a cancellation.  We notified the sales office of the intent to cancel your order which in this case was only the 60qt w/ cover as we re-route the package back to our warehouse.  We received a reply from Mr. ****** withe new math for a reduction of package.  On October 23, 2023, we were able to confirm at the phone number ending in 9618, that you approved the reduction of package and the new math provided by the sales office with the merchandise that was used and out of time from for a cancellation.  There was a confusion as to a partial cancellation and then Mr. ****** requesting to send an 8pc set 5ply to which now it seemed more of an exchange rather than a partial cancellation.  The new math provided was actually increase in price that included an 8pc set 5ply to which we were not able to approve as this would require a new sales order to be signed.  It seems this has all been a miscommunication between what was offered by Mr. ****** for a reduction of package.  The account is now showing as a charge-back due do nonpayment which may reflect in your credit report as collections.  My understanding is you still have the remaining of the products and the only item missing is the 60qt w/ cover to be deducted from your balance.  Since the account is now in collections, the sales representative will be able to assist with a payment arrangement to settle the account.  If you have further questions or concerns, please feel free to email me at ***********************************.  Thank you! 

*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. ↩