ProntoCharger.com refuses to refund money after failing to deliver product TWICE Houston, Texas
Late last year my wife ordered a laptop AC adapter from ProntoCharger. It was to replace the one our new puppy had chewed up. She paid extra to have it shipped next day. (which they didn't but I digress) The adapter eventually arrived and she hid it from me until new years to give me as a special gift. (from the puppy, of course)
The adapter was not the correct size to fit my laptop.
I suggested that we just return this one, get our money back and buy a universal adapter from Best Buy for about the same price.
We got in contact with Suzi Reyes at ProntoCharger and she informed us that we could not get a refund because we were outside of the 14 day grace period. That doesn't make sense considering they screwed up - Suzi cited a "packing error." But ok, let's give it one more shot.
She directed us to an online form to fill out when a customer receives the wrong adapter. I filled it out and even provided a picture of the adapter we needed to replace. After several days we received a response that the adapter will be shipped mid-January. They told us to discard the other adapter when we receive the new one. (huh??)
The first week of February it still hadn't arrived so when we asked, we got a response several days later that it would be shipped on February 6th. Finally it shipped. It was the wrong adapter again. We demanded our money back again.
After several tries they finally said that we could return the adapter and when they receive it we'd get a refund. THEY INSIST THAT WE PAY FOR SHIPPING.
Now, give me one good reason why we should pay for anything at this point. I see reports that they don't even acknowledge ever receiving returned products. Suzi Reyes will not tell me who her boss is or who is the "owner" of the company. She says "there is no one else to talk to." Horrible, atrocious customer service.
So, they have our money, we have two chargers that don't work, and they want us to pay additional money to ship them in good faith that they will promptly refund our money as soon as they arrive?
Please. They are obviously a sham company paying pennies for a shoddy product (they told us just to throw it away!) When they are responsive, they will say anything to keep your money - and even ask you to pay more.
1 Updates & Rebuttals
Jeff
Columbia,Maryland,
United States of America
Follow Up
#2Author of original report
Tue, March 13, 2012
We shipped the charger back certified mail (more money) but based on what I had read it seemed the best course of action to get some money back. Even though someone at the company signed for the package and we wrote clearly what our intentions were and supplied all documentation, customer service stated that they never recieved the package, and now it was passed the 120 days so all they could offer was store credit. Even though the package was signed for 114 days after the initial order. Also, we never notified them that we were returning the charger, so it "was not in their system." When insisting to get a name of someone higher up to speak to, the response was, "I think his name is Jamal but I don't know how to pronounce his last name. I don't know how to spell it either, and I don't have his direct line." Are you kidding me? Anyway we filed a complaint with the BBB and within a day received an email that they are refunding the money. Yeah we'll see.