Complaint Review: MSA30X - Van Nuys CA91406 Select State/Province

In December, 2013 I bought 2-for-1 hearing aid from a company by the name of MSA30X as they advertised it on the Internet. Website: https//www.buymsa30x.ca. The following day I called them and I complained that the shipping charge was too much for Canada, contradictory what they advertised at the time of the order. After some hassle they lowered my shipping cost by about $7.00 US. Again half an hour later I called back because in the meantime I read some feedback on this company and since all of them were bad I decided to cancel my order (remember this is the next day after I put my order in).

In any case, they said they could not find my order and suggested that I call back the following day. I called back the following day and they said that they have already shipped the product so they can not cancel my order. I got upset and requested that they should refund my money when I return the merchandize. They said that they will refund the cost of the product but not the shipping cost. After further hassle and talking to the supervisor they gave me an RMA number (13909461) and they said that they will refund all my money including the shipping cost. Needless to say that the cost of sending the product back to them would have to be borne by myself. As it later turned out it was $15.94.

In retrospect I reconstructed what might have happened. When I changed my order they cancelled (or purged?) the old order and created a new one. In any case they still should have been able to find my old order and cancel the whole thing when I called in to cancel. Obviously their system did not allow that and the result was that MSA30X shipped my order very fast despite the fact that they claim a 7-10 days shipping window.

After I received the product I tested it just in case I wanted to keep it despite the bad feedback by others. The product was so inferior that I decided to ship it back right away. As I mentioned the shipping cost was $15.94 paid by me out of pocket. It was on January 06, 2014. I checked the Canada Post delivery and I found out that the product was successfully delivered on January 10, 2014. Then I called MSA30X company and asked them if they received the product. They said they did not. Then I told them that I checked with Canada Post and it said that they received the product. The CSR asked for my Canada Post tracking number and I gave it to her (LM010983683CA).

A little while later she came back and said that they did received the product. Then she said they would refund my money minus their shipping cost. At this point I told them that when I was given the RMA number the MSA30X CSR promised that they would refund their shipping cost as well. There was some more hassle here for a while but later she agreed that the full cost would be refunded including their shipping cost as well. Again, I have to mention here that I had to pay for my shipping cost shipping the product back - $15.94. Her name was Mary and her ID was: MLM8860, the cancellation number she gave me was 00321734.

On January 21st, 2014 MSA30X refunded all of the money of $50.64 US. I spent numerous hours and energy fighting these people. If they were a decent company, I would not have had these problems.

If anybody asked me if he/she should buy anything from this company, I would tell them to stay away MSA30X bexause they:

1. Have inferior product

2. Do not have customer-centric attitude

3. Do not have the right procedures to handle order cancellations and refunds.

4. Do not have the bottom line cost upfront, one learns about it only after the order is in place, when one may have difficulty to cancel the order costing the him/her money out of pocket.

Do not buy from this company, their operation is borderline scam.