ComplaintsforCoolina USA

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My name is ******************************* On November 27, 2023 I purchased Knifes from Coolina Knives it was a deal if you purchase 2 knifes you will get 2 free but it had to be purchased ***** pm I did purchased them 4 hours before the ************, i also purchased for $99 dollars a surprise knife and for $58.43 2 sharpening stones, what shipped to me was 2 knifes the surprise knife and the 2 sharpening stones. I did not received the 2 free knifes , so I called the company and talked to a person who called them self as ***, and he told me that the purchase for the free knifes expired I told him I had 4 hours before it expired he did not want to hear anything so I told him I'm not happy and want to return knifes to get my money back . *** told me that i had to take pictures of the Knifes and send it to them then they will send a return shipping . never heard from them tried calling them nobody answers. sent you the a copy of attempted phone calls . still waiting for the return label.

  Business response

  03/06/2024

  I am writing in response to the recent chargeback filed concerning a customer's dissatisfaction with their order.  Upon learning of the chargeback, we reached out to the customer via email to understand the specific concerns or issues with the order. Our goal is always to resolve matters amicably and efficiently, and we regret that the customer felt the need to initiate a chargeback without first allowing us the opportunity to address their concerns directly. By receiving a response via email to our inquiry, we will that we would have been able to find some sort of solution for the customer, even if it was to return the package for a refund. 

  Since our establishment in 2017, we have proudly served a large number of satisfied customers. Our commitment to customer satisfaction is paramount, and we take feedback very seriously. As a customer-oriented company, we continually strive to ensure that our products and services meet the highest standards. Upon reading the customer's comments, we would like to point out a major fact that was not informed to you regarding the Buy2Get2 Promotion the customer mentioned (specifically about 2 free knives).
  
  Please note, the promotion, in order to be considered valid, must have a total of 4 knives available within our catalogue and then after inputting the code, the customer will see that 2 of their 4 knives will be then listed for $0.00 (i.e., becomes the 2 free knives). I attached a copy of the customer's order and a screenshot copy of the specification of the promotion. The customer only had 2 knives that were valid within the promotion (the Promaja and LIXY) as the Mystery Bundle is only offered during checkout as an additional promotion. 

  Customer response

  03/07/2024

   Dear Better Business                                                3/7/2024

                           This is a response to the Message from Coolina , there was no communications from Coolina at all, the only communications is when i called,, them and only then did i talked to somebody named ***. I called because I did not received the two free knives when i purchased them hours before the dead line.  that's when he told me the same bull

  that he told you i told him that i was not interested in his product and to cancel the sale, He told me to take pictures of the knives and send them to get a refund i did never heard from them i gave you picture of the attempted calls to them they never answered could not get a hold of them. 

   and yes I stop payment with my bank but my bank could not because of there bogus receipt they give a receipt that not does not look like one i gave a picture of it. I waited for a response from them did everything they asked, even when I ordered the knifes i had 4 hours before the dead line. if you look at there reviews  it's sharks me to see they are still in business.

                                 *******************************

  Customer response

  03/07/2024

   Dear better Business bureau 

    can you please request from Coolina a copy of the email they supposed to have sent me with date please.

     Thank You 

                   *******************************

  Customer response

  03/08/2024

  Dear better business burau                                                                  3/8/2024

   I read the response from Coolina and it's all lies. I used the code (BFCM) when i ordered the knives , when I called and talked to *** he told me i ordered past ***** that's not true I ordered it  in the morning. if you look at the bank statement it shows I made the purchase on 11/22/2023 and it post 11/24/2023. I tried to work with this company from the first day after talking with this person ***, I felt I was being  taken and requested a refund That's when he told me i have to take pictures of the knives then they will send a return slip I sent pictures and  still waiting for return slip, I never heard from them again, THEY NEVER CALLED NOR EMAILED ME , I Tried calling I gave you the attempts I made from the phone company they never picked up all communications stopped. The pictures shows the code i used  and the time it expired and the receipt is the only email I received from them.

                                                               Thank You 

                                                                              *******************************

   

   

  Customer response

  03/08/2024

   
  Complaint: 21353796
  

   

  3/8/2024

  
  

  Dear better business burau                                                                 
  

   I read the response from Coolina and it's all lies. I used the code (BFCM) when i ordered the knives , when I called and talked to *** he told me i ordered past ***** that's not true I ordered it  in the morning. if you look at the bank statement it shows I made the purchase on 11/22/2023 and it post 11/24/2023. I tried to work with this company from the first day after talking with this person ***, I felt I was being  taken and requested a refund That's when he told me i have to take pictures of the knives then they will send a return slip I sent pictures and  still waiting for return slip, I never heard from them again, THEY NEVER CALLED NOR EMAILED ME , I Tried calling I gave you the attempts I made from the phone company they never picked up all communications stopped. The pictures shows the code i used  and the time it expired and the receipt is the only email I received from them.

       
  Sincerely,
  
  *******************************

  Business response

  03/09/2024

  The customer is stating that the ******** promotion was incorrectly applied to his order. 
  In the attachment provided, you will see that the promotion states you need to choose 4 knives, put the code, and then get 2 of the 4 knives for free. 
  
  In the screenshot of the order history (screenshot 4), you will see that the customer order 2 knives, the **** and the Promaja. The Kezuriki and Mystery Bundle do not qualify as knives, as one is a ********* and the other is a mystery bundle (can be anything in our catalogue, like an apron, a board, etc). 

  Also, we would like to note that the customer opened up chargeback with his bank prior to contacting the BBB and we won the chargeback.
  We explained the same situation to his bank that the customer did not follow the requirements of the promotion, which is why he did not get 2 knives for free. 
  

  Business response

  03/09/2024

  The customer is stating that the ******** promotion was incorrectly applied to his order. 
  In the attachment provided, you will see that the promotion states you need to choose 4 knives, put the code, and then get 2 of the 4 knives for free. 
  
  In the screenshot of the order history (screenshot 4), you will see that the customer order 2 knives, the **** and the Promaja. The Kezuriki and Mystery Bundle do not qualify as knives, as one is a ********* and the other is a mystery bundle (can be anything in our catalogue, like an apron, a board, etc). 
  Also, we would like to note that the customer opened up chargeback with his bank prior to contacting the BBB and we won the chargeback.
  We explained the same situation to his bank that the customer did not follow the requirements of the promotion, which is why he did not get 2 knives for free. 

  Customer response

  03/11/2024

  Dear better business Beau                 3/11/2024

      Coolina did not win the case *********** They  did not recognize there receipt a valid receipt, I sent you a copy of it , Look if they cared for their customers like they are fighting with all their lies not to give me my money back I would not be here , they said they are here to help good send me a return slip like they were supposed to  so I can return these knifes and give me my money back and be done with it. and yes when I ordered the knifes it was  with the code, If you look at the reviews this company has there are a lot of people still waiting to get their money back. I don't care about free knives I don't want any business of them any more the knifes are in the same box they came in never used waiting to be sent back let them sale them to someone else. I just would like to be done with this company.

   

                                                                    Thank You 

                                                                                     *******************************

  Business response

  03/13/2024

  Customer is stating that we did not win the chargeback case, that is simply not correct. 

  I attached a screenshot from our direct order page, which clearly states, the "chargeback was resolved in your favor. Since the customers bank sided with you, $399.47 will be added to your next payout (+Since the customers bank sided with you, $73.78 will be added to your next payout).

  Also, you can clearly see on the top, next to the order information, which states, "chargeback won". 
  

  We understand that common business practice dictates that customers are always right (something we value and do our best to show), but we regret to inform that in this case, that is simply not true. The screenshot provided shows that exactly in this particular case. 

  Customer response

  03/14/2024

  Dear Better Business                                                                3/14/2024

   

                yes the decision went to Coolina Knifes because two reasons , they did not accept Phone calls as proof they wanted emails the only email i had was when i sent the pictures to coolina , but since November it's not available any more But i gave them the proof of the phone calls made to them they told me phone calls is not proof enough , when talking to *********** the receipt was not legal to them they would not use it  and that is what Coolina gives..I gave you a copy of the decision,     

                                                                  Thank you 

                                                                           *******************************

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩