Bling Dental Products Defective/non-working product received, rude customer service, refused a full refund Parker Colorado
I received a damaged non-working product and contacted the company the next day. They refused to pay for return shipping or refund full amount.
I ordered Jaeger iOsonic™ toothbrush on Apr 19, 2013. The product arrived on Apr 25, 2013 and was accepted by our doorman. On Apr 26, 2013 I picked up our package from the doorman sealed and in its original packaging and opened it. The product comes with a toothbrush stand and UV light for the heads and the chargeable toothbrush unit. I opened the package and right away saw that the prong on which the toothbrush head sits was bent, the UV light was broken and loose and when I plugged in the unit, it didn't charge. The next day I contacted Bling via email to understand my options considering I never got to use the product because it arrived in an unusable broken condition. I also called the company's 888.925.4649, but no one answers EVER so I left my first message. I left several messages since and still no return call received. The next day, I was emailed back by Adam Holdridge (Director Customer Experience) who informed me that my 2 options are return at my own return shipping expense and only get the refund of the product minus shipping or return at their expense for an exchange. He didn't even have the right product mentioned in the email. When I tried to explain that I should not have to pay for return shipping and be penalized for refund without shipping when the product wasn't in working condition, Adam became very rude in the emails and accused me of breaking the product. To this day, there has been no resolution. I have NOT been assured of a refund nor have been provided return shipping information. I've emailed their customer service again and a new case has been opened. I want them to pay for the return shipping and refund my full amount of purchase including the original shipping.
Do not do business with this company - fraudulent and rude.
2 Updates & Rebuttals
Irene
REGO PARK,New York,
RESPONSE TO COMPANY
#3Author of original report
Wed, May 15, 2013
You don't answer the phones and do not bother returning any messages I left so please don't go online and write how much you want to make this right as this has been dragging on for over 2 weeks now. I have a second case opened with you, which has yet to receive a response following the first email I sent and was basically insultd by one of your DIRECTORS OF CUSTOMER SERVICE. First case number is 7987, which ADAM labeled closed after insulting me. Second case, yet to receive a response is 9108. In addition I've filed a complaint with the BBB and Colorado attorney general BBB Complaint ID is 75195475, which states that the company has until May 27 to provide a response, which you haven't done. It almost seems to me that you are holding off until the 30 days post my purchase runs out so you don't have to provide a refund at all regardless of who pays for shipping. I don't want to purchase your products so I don't want a replacement, but I also don't see how I should be responsible for return shipping on a product that arrived in a non-working/defective condition!!! I have never EVER had this happen before where a company shipped a defectve item and demanded I send it back at my own expense, I have always been provided a return label and a huge apology for the inconvenience. In the case with Bling Dental Products, I was basically told that I am a liar and that if I want a refund, I need to mail it back myself and you won't even refund the original shipping either. Nothing says EXCELLENT customer service and please do business with us again like a insult and a refusal of a refund for a crappy product - note the sarcasm! If you want to resolve this, either respond to my emails, phone calls, OR the BBB complaint. In either case, if I am to send your useless product back to you at my expense, you can rest assured, I will go on a social tired on all my networks and none of my friends, family or people who I have the privilege of influencing with my opinions will ever purchase from your company!
Bling Dental Products
Parker,Colorado,
Let us make it right.
#3UPDATE Employee
Sat, May 11, 2013
Greetings,
Can you provide us with your order number and/or case number so we can assist you with this?
If the item is defective and you are within our warranty period (90-days), we can replace the unit at no cost to you and cover the cost of shipping back and forth for the replacement. We can't refund you for the cost of the shipping you may have incurred when you first received the product orginally.
Finally, if you are not interested in a replacement product, which you've stated, and you fall within our customer satisfaction period of 30-days, we can refund you for the cost of the item if you return it to us. However, we can't refund you for the cost of shipping back and forth, since you are electing not to let us replace the item at no-cost to you.
Our warranty and satisfaction policies are on our website, http://www.blingdentalproducts.com - You can email us at blingteam@blingdentalproducts.com, or call us Monday-Friday 8am-5pm MST at 800.925.4694.
We care very much about our great customers, so will have a discussion with the employee you mention, but please contact us so we can make it right.
Regards,
Bling Dental Products