ComplaintsforEnchantique

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  8/23/23 I purchased 2 hair dryers from Enchantique off an advertisement ad on social media - they were reputable in my online research and had good reviews. Upon receiving the product and inspecting I was not satisfied with the quality of the item and chose to start a return. Their return policy is written on their website 30 day money back guarantee if you don't like the item - pending it is returned undamaged and in it's original packaging. To request the return you have to write to them via their email address. I proceeded to follow the directions as indicated and after back n forth emails along with their request of me sending a video of the product and so forth, they would provide return label and a refund. It's been almost 3 weeks and they are not returning my emails and/or provide the return label for a refund. The initial responses in the beginning from Enchantique were vague and at one point very rude! Now they are not responding at all. They are not honoring their printed return policy as stated on their website. I just want to send them back the hair dryers and receive my refund and be done with this nonsense!

  Business response

  09/24/2023

  Good evening sir,madam

  thanks for getting back to us , customer have received the packages and she mentioned that there’s nothing wrong with it but she wants to return it , which’s doesn’t make any sense, we receive a lot of complaints everyday from different customers asking for refund and definitely we do if the product doesn’t work or has any issues, but some other customers sometimes they ask for refund for no reason , they just use it for sometime and then they return it to whichs doesn’t make any sense at all , the manufacture alway ask for a proof that the product does work so they can refund us and then we can refund the customer but actually there’s nothing wrong with it , so thats why the manufacture refuses to issue a refund, and again ppl do that sometimes like literally some ppl dispute the transaction from their bank after they receive the order just to get their money back and keep the product, we face these kind of problems everyday since we are online business, that’s not something new , i hope you guys understand my situation, and regarding the response she was talking about, actually she was the one who is not professional at all and talking to our representatives in a really bad way. 
  thanks guys and if there are any more steps please lmk ima let my attorney take care of it .

  Customer response

  09/25/2023

  Complaint: ********
  
  I am rejecting this response because: 

  The merchant sent the following email to me on 9/7/23 (see attached), that states they would process a refund based on my dissatisfaction of the product. On 9/11/23 I emailed Enchantique to let them know I did not receive the information or refund,  they responded back on 9/11/23, stating a refund was issued (see attached).  Let me be clear, I have not received any instructions, return label or refund! 

  It is pretty disheartening with the way our economy is right now, I have to fight for my money back to a company who claims if you are not satisfied you can return in 30 days and yet they won't honor their own return policy they wrote!  I feel like I am a victim of "Bait n Switch"!  
  

  Sincerely,
  

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

  Customer response

  10/05/2023

  The item was shipped back to Enchantique on 10/2/23 and received by them on 10/4/23 - please see attached tracking information.  Enchantique continues to ignore this request to refund me on the item returned. They continue to not be compliant to their written return/refund policy.

  Sincerely,

  * ********
  

*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. ↩