Complaint Review: HBW Supply Inc - Hemet California

   On January 28th 2010 Rosemary Clark from UK ordered a Great Wall brand acupuncture, electrotherapy unit, KWD-808 in an online order totaling $144.00.

   Because of import/export restrictions on Chinese manufactured magnetic products beginning in 2009 magnetic accessories were no longer included in these US sold models. Unfortunately the product description was not updated on our website and we admit that this is our mistake. Despite our companys policy of not guaranteeing or providing refunds of fees related to international orders (of which Ms. Clark was made aware of in writing previous to ordering) because of variations in requirements of other countries related to the types of products we sell, we have made an exception in order to settle this matter.

   On February 8th 2010, Rosemary emailed us describing here situation. On February 12th we began to discuss, through emails with Rosemary, how to resolve the problem. We offered Rosemary three options:

   1) Because of the lack of magnetic features we offered a discount of $21.76 to compensate for this fault, not a refund of $7.00 which Ms. Clarke incorrectly stated in her report.

   2) We offered to order the magnetic accessories from the manufacturer and have them shipped to her at no charge ( if she keeps say looking for the magnetic therapy machine.. why not accept this option????)

   3) Rosemary could return the machine to us and we would provide a refund (original invoice charge + customs taxes and return freight charges) Totaling $214.26. In return we asked that she remove her Rip-off Report.

   Rosemary chose the third option. Prior to receiving her return we issued a credit of $72.10 to Ms. Clark via Paypal on 2/16/10. After this she inquired about possibly doing an exchange for 2 low frequency devices we sell. We said that we could even exchange for 3 devices but there would be absolutely no refunds of any fees, charges, etc. according to our return policy. She did not inquire further regarding an exchange and requested that we refund the remainder of her charges once we received the unit.

   On 2/26/10 we received her return via USPS and on 3/2/10 issued a refund of $118.50. Several of Rosemarys statements about dollar amounts of refunds are incorrect, (not she said "refunded 70 $ prior to this and then 97 $") Paypal charges fees on transactions this is beyond our control and we are subject to these fees also when we accept payments from customers. We were intending to withhold the final $23.66 due to be refunded until Ms. Clark followed through on her end of our agreement and remove her Rip-off Report, but in good faith we refunded the last $23.66 on 3/6/10.

It is now March 12th 2010 and Rosemary has not removed her report, we are disappointed that she has not fulfilled her promise, and we noticed her further stinging inaccurate report posted on 3/6/10 the same day she received her final installment of her full refund totaling $214.26.

I believe that we made every effort to rectify this issue and in no way have we attempted to commit any type of fraud. We have provided a complete refund to Ms. Rosemary Clark in accordance with our agreement. Weve tried do what we can, if she was still dissatisfied with our service, then there is nothing more we can do to please her. But, the other suppliers should be careful before considering whether to take this persons business.

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My thanks to the Rippoff Report for prompting HBW-Sami Woo to actually communicate with me again and agree to refund for the mis-described item.

This was returned and received back in California Friday 26 february.

I was refunded 70$ prior to this and then 97$ (approx0 when prompted for payment on Monday 1st March. I have reminded Sami Woo that he promised to refund ALL my charges, inclusive of Customs and handling charges of 40$ plus.

This is still outstanding. 

The Ripoffreport will remain and be added to until these charges are paid.

I note they are still advertising the KWD-808 does magnetic pulse, IT DOES NOT.

THANK YOU RIPOFF REPORT!

HBW is now communicating again and has deposited some funds towards a refund for this product. 50% now and 50% when item received back.

HBW ask that I remove the Ripoff Report!

I do not yet trust that I will receive a FULL refund so the report will remain until I do, especially as I must now return the machine to California as an added expense.

Further to my Ripoff Report about Sami Woo and HBW Supply Inc.

Sami Woo did say he would refund 50% of invoice to PayPay and then 50% when machine posted to an address he would give me.

He then got Pay Pal to "Decide" on outcome.

PayPal stated that `they were only responsible for the item getting to the customer".

Sami Woo now thinks he does not have to refund me.

I shall be contacting PayPal!

I have been advised to contact the Better Business Bureau.

I really need that money to purchase a genuine magnetic pulse machine.

How underhand are they!!!