ComplaintsforQuadro USA Distribution LLC

• Initial Complaint

  04/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (order number Q6635) on Quadrotoys.com on 4/2/23 to purchase an ************** kit ($499) and received the product on 4/7/23. I opened the box on 4/8/23 and immediately I found out that some parts were defective - some parts have significant scratches and stains on them, which look like a used product not a new product. I contacted Quadro to resolve the issue on 4/8/23 via email and the agent ***************************** replied and it's normal because they don't put protection in the shipping package so the parts rub and bump each other. I replied and requested for any remedies but she rejected. I replied again, for 3 times (4/11, 4/13 and 4/18) and they just ignored all my emails and didn't reply at all as of today (4/22). Thus, I would like BBB to help me contact Quadro and make them confront this issue and directly talk to me to resolve this together, rather than simply ignoring my emails. Thank you!

  Business response

  04/26/2023

  Hello! 

  We would like to extend our sincere apologies for the lack of communication you have received from us. We are sorry the issue you brought to our attention has yet to be solved. 

  As our team member explained, we do not single wrap each part in our efforts to reduce single use plastic. At times this does cause tubes and connectors to rub together and lightly scratch. However, we assure you that this will not affect  the performance of the product. 

  In the pictures you attached, I see very light scratching of the tubes. Because this does not qualify as damage, we can not replace them. 

  We appreciate your preference. And as a token of our appreciation to your family and as a compensation for the time you have invested into solving this problem, we would like to offer you $20 off your purchase. This reimbursement in combination with the coupon you already applied will bring your total from $499 to $464. 

  We take this matter seriously and are thankful for the effort you are putting forward to solve it with us. 

  At Quadro we strive to provide high-quality products and excellent customer service. We appreciate your patience and understanding in this matter. 

  Sincerely, 

  The Quadro Team

  Customer response

  04/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***Date of Transaction: 02/25/2023 ***Amount Paid: $449.10 ***What the Business committed to provide: Youngster and Genius Set ***What the nature of the dipute is: We received the sets, but a lot of tube are defective which we cannot use. I contact them, and they said I need to try every tube and let them know which are defective. I spend a lot of time to do as I am a 2 years old kid mommy and i am still working. After that, they said since its too much, they have to have me send it back to them for inspction and then they will decide to send the new to me. I told them I do not want to spend more time on this as I already spend a lot for their mistakes, so I just want to return the products. But they said its fina sale, cannot be return. Which means I have to accept the thing which is defective. I don't want to spend more time on this issue, i just want to return. Thank you!***Order Number: Q6144

  Business response

  04/15/2023

  Hi *****,

  Please always use our chat or email to communicate with our team so we can help you faster with in your situation.

  Thank you

  Jan from QUADRO

  Customer response

  04/25/2023

   
  Complaint: 19880244
  
  I am rejecting this response because: I contact them via chat and email first, but they are not agree to return. Its almost two months, I cannot return, and the item cannot be use still. I already waste a lot of time, I do not want to keep wasting and waiting, I would like to return all.

   

  Thank you!
  
  Sincerely,
  
  *******************

  Business response

  04/26/2023

  Dear *****

  We would like to extend our sincere apologies for the issue you have experience with your kit. We understand that you have brought to our attention that some of the screws do not fit properly due to a production tolerance issue with the tubes and connectors. 

  In manufacturing, a certain degree of tolerance is expected even with the highest productions standards. It is used to ensure that component fit together properly and to avoid issues with ****** tight fitting parts. 

  Please be assured that we take this matter very seriously. We have already identified the root cause the issue and have implemented measures to ensure that it does not occur again in the future. 

  As you may know, the promotion you purchased the kit was final sale, which means that unfortunately, we cannot accept returns. However, we want to make it right for you, and we will be shipping you adjusted screws that are slightly smaller and will fit properly with the tubes and connectors in your kit to resolve the issue.

  We understand that this may to be the ideal solution, but we hope that it will resolve the problem and enable your child to enjoy playing with the kit. We appreciate your understanding in this matter. 

  At Quadro, we strive to provide high-quality products and excellent customer service, and we appreciate your patience and understanding in this matter. 

  Sincerely,

  The Quadro Team

  Customer response

  05/05/2023

   
  Complaint: 19880244
  
  I am rejecting this response because:

   

  Hi All,
  

  I know its promotion and final sale but it doesnt means you can sale the defective product to ** and let us spend about 2 months to fix the problems. To whatever the reason it cannot be fits,  it is your problem it is not because of me results in this return. And also I think I have right to refuse the defective products and also not accept the solution which takes about 2 months. I am not trust for the products and services your brand provide, I dont even know it will safe or not my kids play with it.

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

  Business response

  05/10/2023

  Hi *****,

  I'm sorry to hear that you are not satisfied with the solution we provided. We understand that receiving a product that doesn't meet your expectations can be frustrating and we want to make things right for you./

  Regarding the issue with your QUADRO set, we want to clarify that the product you received is not defective. While we do not sell defective items, we do occasionally see that some boxes are packed from different batches, which can result in some parts being tighter to put together than others. However, we can assure you that this does not affect the durability or safety of the product in any way.
  

  We understand that our previous solution may not have been sufficient in addressing your concerns. We truly value you as a customer and want to do everything we can to make things right. While the promotion you participated in was a final sale item and the free kit had a value of $269, we would like to offer you a replacement for the tube screws and a free new key to help you fully enjoy your QUADRO set.
  

  Please note that the free kit you received as part of the promotion was a great deal and, as such, cannot be returned. We apologize for any confusion or inconvenience this may have caused.
  

  We understand that you have already received the free items and refund, and we apologize for any inconvenience caused. We hope that this new solution will help to rectify the situation and restore your confidence in our products and services.
  

  Thank you for your understanding and patience throughout this process. We truly appreciate your business and hope that you and your children can enjoy your QUADRO set to the fullest.

  Best regards,
  Customer Support
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is ********, I bought a toy set $489.99 from Quadro online in October, order number is Q4340, two days later there was a promotion and I asked a price match , however the customer service told me that the only way I could take advantage of the promotion was return the current order and place a new order. I shipped back the unopened box on 19th through ***** #************ which was delivered on Oct 21st. However when I checked several times about the refund I kept receiving push backs whole week. It has been really a disappointing experience and never happens before that as customer we need to take care of their internal inefficiency, and still no clue if/when could get the refund.

  Business response

  11/16/2022

  Hi, Our customer support team responded to the client within the 24 hr timeline. We always as our customers to check their spam as sometimes we see our emails end up there. We also provided her with instructions of how to return the package. The our return policy states there will be a $30 USD restocking fee per package being returned. Once the package has been returned our team reviews it and provides a refund. In this case the package was being held by ***** and needed to be released which caused a delay in the Refund for the customer. It is part of our procedure to only provide a refund once the item has been received and our team was working hard an solving this issue with the customer. The package was released and received on Nov 1st and a refund of the allocated amount was provided. Here is the link to our Refund policy https://quadrotoys.com/policies/refund-policy. 

*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. ↩