ComplaintsforPinesmax International LLC

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had originally placed an order for a ************* Salute to Service Brown ****** on 12 - 25- 2023, order # ****. The total charged price to my credit card was $99.99. The item was shipped on 01-08-**** and was delivered on 01 - 13 - ****. after attempting to try on the hoodie, the size was too small, even after consulting the companies size chart. I sent the company an email at 3:22 in the afternoon of 01 - 13 - **** asking what the return procedures were since they are not listed on the website nor were any instructions provided with the order. I received no reply to my email even though the company claims someone will respond within 24 hours. After receiving no reply to my email, I followed up with a phone call to the number listed on the website (www.pinesmax.com) on 01 - 18 - **** and left a message indicating I wanted to return a recent purchase and to let me know what the procedure was to do that. Again, I received no reply. As a last resort to contact the company, I tried their online chat feature on 01 - 19 - **** asking about their return procedures and once again I received no reply to my request. I would like to return the product that does not fit and get a refund of what I was charged.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Going back to late January I purchased a Jacket from Pinesmax.com at the cost of $129.99. Upon receipt of said jacket not only was the fit not right but most importantly it was not what was advertised on the website. The jacket itself was distinctly different then what was being shown on the website. I then emailed the website based on their return policy in early March. Based on the email from the website I mailed back the jacket (which I am no longer in possession of) for a refund of my money. Since March 13th I have been in communication with someone who seems to be the owner of this LLC (******************) and has told me the refund was on it way. Unfortunately, it has been three month of being lied to and told this and I have yet to receive a refund.

  Business response

  06/08/2023

  Hello,
  
  Recently we received a complaint from our customer about refund not given to him. We wanted to clarify that whenever the customer contacted us, we responded him within 24hours and when he asked about refund we refunded him. But due to some technical error in our account the refund did not transfer to the customer's account, so then we had again transferred the amount. Here we are submitting all the proofs about all the conversation and refunds, we have refunded him on 14th of April 2023. The amount of refund has been deducted from our account but why it was not transferred to the customer, we do not understand. 
  
  Thank you

  Customer response

  06/15/2023

   
  Complaint: 20013017
  
  I am rejecting this response because:

  While there has been correspondence from the business itself, numerous emails were sent that were not responded to within 24 hours. Additionally, the business has in fact made my point and support me as I have not received a refund. While two "refund" emails were sent, that was all that happened, an email was sent. If there was an error it is on behalf of the business in sending the refund back. This shouldn't have been such an issue, as it took over 3 months for the transaction to even take place in the first place. In looking at your screen shots look at when the package arrived to when the so called "refund" was finally given. Lastly, if the credit card transaction didn't work why has the business not followed up with me? When I sent an email alerting them I did not get the refund, why have I not heard back? There are numerous ways to refund some i.e. money order or certified check. I was very patient and understanding through this whole ordeal and just wanted a refund for the product I returned and no longer physically have. I wish to be refunded in some manner, I will accept the response when I am appropriately refunded.
  
  Sincerely,
  
  ***************************

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