Klayton R.

This is for an item I purchased on the website, that was not as described. The website claimed that this trimmer attachment fits Ryobi trimmers; It did not. So I submitted a return request, due to the item being not as described. I was told to ship it back at my expense, which was $22. I have made two complaints to the BBB and they still refuse to refund me.

Now their story is that they told me that I would get a refund in 10 business days, contingent on the condition of the item. But that is NOT what they said, and the screenshot of the email they sent me, that they themselves uploaded to the BBB, shows that is NOT what they said. They said that I would get a refund in 10 business days. So they caught themselves in their own lie.

The company's response to my second complaint to the BBB, which is below, was to claim that they allegedly didn't know the item was opened and allegedly "damaged" when the return was received. However, when I filed the first complaint, the item was already delivered a week prior, when they claimed that I would be refunded in 10 business days. Secondly, the website describes the item as "indestructible", so if it was "indestructible" how could it have been damaged? The item is solid metal. There's no way it could have been damaged. The bottom line is, the item sold to me was not as described and they are refusing to refund me based on "damage" that they refuse to show any evidence of.

This is a followup to a previous complaint that had been closed by the BBB because the company lied and said they would give me a refund in 10 business days, and sent a screenshot of the email they sent me saying it would be refunded in 10 business days. 10 business days have passed and no refund nor any message about my return. So I called and was told that I was not getting a refund "because the product was opened and damaged". There's no way it could have been damaged because I never used it. I opened the product to try and put on my trimmer because the item description said it would fit a Ryobi trimmer. It did not. But I find it very shady that they lied to me AND the BBB by saying I would get a refund within 10 business days, but when I called, I am told "oh you're not getting it back because it was returned opened and damaged." When they received the original complaint, they had already received the product and knew it arrived opened (I dispute it being damaged), so they lied. Now they are refusing the refund.

My original complaint is copied below.

I ordered a product from them, order #*******, that their website claimed fit Ryobi weed trimmers. It did not fit my trimmer, nor did it contain any of the promised adapters that one can use to fit their specific trimmer. I contacted the company and got an RMA number, which was VZQ99HNS. I had to pay $22 for UPS to ship the item back to them. According to tracking, 1zx2f*******474, it was received on June 6,2022 and was signed for by Karina. So far I've received no refund. First I emailed them, with no response, and today I tried to call them twice. Both times, the automated voice said that all customer service representatives were too busy and I had to send an email or leave a voice mail. I did leave a voice mail but because I got no response to my email, I'm not confident that they will return my call either. Convenient that they don't answer their phone.