ComplaintsforAstra Straps

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a watch and from Astra. They claim it is leather (I doubt it). Regardless, it is of poor quality and smells like shoe polish. Further, it is way too long for me. I have emailed Astra selling a full refund as the website claims this is their policy. I have asked for how to return the item. The only replies have been for generated and say they will contact me. Then they dont. This is consistent with many complaints from others to BBB. I will not accept a 50% offer or replacement band. I want my money back.

  Customer response

  08/03/2024

  Please cancel this complaint. The merchant has offered a partial refund which I have received. 

• Initial Complaint

  07/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Do not order from this company, it is a scam. I paid them for an Apple Watch strap and for 10 days the tracking has said **** waiting for item. It doesnt take this long to ship. I have read many reviews now with same compliant of people not receiving their orders.

  Business response

  08/17/2024

   

  Hi, Please see the attached file in response to the complaint. Thank you!

   

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased and received my order (#*****) from Astra Straps and was not satisfied with their product. The straps were too large and misrepresented on their website (shown to match watch color in product images).I referred to their return policy, but there is no return address listed on their website so it is unclear where to ship the product back. Their policy to contact them first which I did both via email and through their online chat. I have not heard a word back. It has been at least 48 hours if not more.I'm out $50 dollars minus whatever shipping cost I may incur sending the return which is not covered under their policy. This company should not be allowed to advertise or sell in ***************** based on the incomplete information on their website and scammy business practices.

  Business response

  01/09/2024

  Thank you for your review ********. I'm sorry to hear that you're dissatisfied with the band you purchased. 
  
  Upon checking we responded to your email by 6:06 a.m. on January 4, ****. Please check your inbox as well as your spam folder, since this email may get up there. However, we are offering you a replacement bands at the cost of shipping; this is a $10 flat fee for one band and an additional $5 for extra bands. This works out cheaper than you sending the band back to us, and requires a lot less hassle on your end.
  
  Kindly email us at ******************************** if this works out so we can proceed to the next step.
  
  Looking forward to your response.
  
  Kind Regards
  ***

  Customer response

  01/09/2024

  I am rejecting this response because:   This is a blatant lie. I have our conversation starred in my ****** Account so that any response would be at the forefront of my Inbox. As you can see in the attached screenshots, the last receipt was on January 3rd and did not include any information. Nothing appeared in my SPAM folder either (screenshot shot attached). Providing replacement bands is not a solution to the request of a refund and return information. My concern is that if I send my items in for return that I will never see my money back and thus I am hesitant to accept any resolution that does not include a paid return label and immediate refund upon shipping.

  Customer response

  01/12/2024

  I received the attached email from Astra Straps outside of the BBB portal claiming to show a copy of the email they sent on January 4th. The site which they sent it from is an internal communication platform called Re-Amaze. I have never signed up for such a service, nor communicated with Astra Straps using this service. Furthermore, I did not give permission to the company to use my photo so I am unaware of how they got that. I do not accept their offer at a replacement as I have stated before the only outcome I will agree to is a prepaid shipping label and a full refund. 

  Business response

  01/14/2024

  I'm really sorry ********, but we have had email difficulties that have stopped our emails from being sent since the 4th of January and only were made aware of it recently, we have now fixed this issue, and we really do apologize about this. 
  
  I know you mentioned that you wished to be refunded but I would like to offer you a FREE replacement band of your choice!Take a look over our website and let us know which band you would like that has the same value, please remember to let us know the Size and Color.
  
  I will wait for your reply.
  
  Kind Regards
  Ivy
  
  

• Initial Complaint

  12/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a watch band on 11/27/2023 and they provided me with a **** tracking number. The tracking information said the band was shipped from LA and a note from **** was supposedly left on 12/4/2023 (no note was ever left at my property). We receive **** packages almost daily with no issues and in the worst case I just pick it up at their facility which is less than a mile from our house. Even though I never received the note from **** I went to their facility with the tracking number and was told they did not have any package for me. Reached out to Astra and was told I shouldn't worry as their fulfillment team would check the situation. Their fulfillment team basically told me to contact **** (which I had already done). I told them the next step would be to open a claim with **** (which in my opinion they should do since they picked and paid them as their shipping company), but they asked me to do so. Tried to open a claim with **** but was never given proper details from Astra regarding sender address (in the US) and cost. Was given an address in ***** which obviously does not apply with **** shipments. Anyway, it is more and more clear to me that either them or their shipping partner generated a tracking number and never really shipped what I ordered and paid for. This is not how serious businesses work.

  Business response

  12/31/2023

  Thank you for your review Hermano. I'm sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.
  
  Don't worry, we'll replace your order for free. Kindly email us at ******************************** your complete and correct shipping address, so that we can deliver correctly.
  
  Looking forward to your response.
  
  Kind Regards
  Ivy

• Initial Complaint

  12/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a watch strap from them that showed as delivered when viewing the tracking number. I reached out because I hadnt received it. They told me to contact my post office but did not mention which courier service they used. Unfortunately they dont use Canada post, **** fed ex or purolator so I have no idea who delivered my package or where it ended up? When I reached out to the courier uni uni (which I have never heard of) - they confirmed delivery and no details. and told me to contact the seller. When I contacted astrastraps this is the response I was given:Please check your mailbox thoroughly, as sometimes other mail can be sitting on top of the package.Check around the side of your house or any area where the delivery driver might have hidden the parcel.It would also be helpful to check with your neighbors to see if the package was mistakenly delivered to them.We are unable to issue a refund for this order since it has been marked as delivered successfully to your address, and the courier has confirmed it.Obviously I checked around for it before notifying anyone. I also cant leave a poor review on their website which I find interesting.

  Business response

  12/29/2023

  Thank you for your review *****. I'm sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.
  
  Upon review, your Order #**** Infra Seamless Silicone Sport Loop Band - Black / 38MM-40MM-41MM / Medium with tracking SPIAC00001326506 has been successfully received at your nearby delivery center by Uni Express. Please refer to the attached photo for confirmation.
  
  For more information kindly call Uni Express Customer Service
   
  For Pacific and Mountain time zones, please use:
  **************
  For Central, Eastern, and Atlantic time zones, please use:
  **************
  
  Or you may visit here *******************************
  
  
  If theres anything else that you wish to discuss, feel free to reach out to us again at *******************************

  Customer response

  12/29/2023

  I am rejecting this response because:   I am aware that the package was delivered but the courier did not buzz or call me and consequently the package was stolen. 

  Business response

  12/31/2023

  Good day *****,
  
  Upon further review, it appears that you have agreed to a complimentary replacement for your order. Rest assured, your order has been forwarded to our fulfillment team, and you will be notified via email once your new tracking number is available.
  
  If theres anything else that you wish to discuss, feel free to reach out to us again at *******************************
  
  Thank you!
  
  Kind Regards
  Ivy
  
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a case that was never delivered. They then told me the post might have hidden the package around my property. I know my post man, he knows where my packages go. Let them know, and had to beg for a replacement. This took weeks. Then after I threatened asking for a refund, they sent me a fake tracking number and said it was delivered. I have now asked for a refund and they are not providing me with the money I paid for a product I never received. This is beyond frustrating, and by now Im fairly sure this is a scam website.

  Business response

  11/25/2023

  Thank you for your review ****. I'm sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.
  
  We understand how you look forward to receiving your order. Upon checking, it appears that this has already been marked as delivered in or at the mailbox at 4:52 pm on October 26, 2023 in ****************, ** 96150.  heres your tracking link ********************************************************************************
  
  While your replacement latest update was departed a shipping partner facility at 3:18 pm on November 25, 2023 in ******, ** *****. you may track it here: *********************************************************************************************************************************************
  
  No worries! After further investigation, your order has been fully refunded. Please allow **** business days for this amount to reflect back into your method of payment.
  
  If theres anything else that you wish to discuss, feel free to reach out to us again at ********************************
  
  Again, we are so sorry for the inconvenience.
  
  Thank you!
   

  Customer response

  11/25/2023

  I have reviewed the business response and accept this resolution, however am still very displeased with the customer service sector of this business. I will not be shopping here again and recommend others to steer clear of Astra Cases as well. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a watch band from this company and wanted to return it within the written return policy timeframe. When I requested the return I was told they would offer a replacement at half off. I repeated my request for a refund and they offered a 25% refund. When I asked again for a full refund they offered me 50% and said that I would have to have to ship the watch band overseas at my own cost and they could not guarantee it would arrive and I could be given a refund. I asked again for a remedy and they said they would give me 50% back and I could keep the band. I had no other option so I took that and they told me it could take 3 weeks to see my money. I am still waiting. I am very disappointed that they did not disclose any of this in their return policy and just hope no one else has to experience this issue.

  Business response

  10/12/2023

  Hello there!
  
  Thank you for your review. I'm sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.
  
  Upon review, we have already refunded 50% of your order. It may take **** business days for this amount to reflect back into your method of payment. If you still have not received it, please contact your card issuer.
  
  If theres anything else that you wish to discuss, feel free to reach out to us again at  ********************************
  
  Again, we are so sorry for the inconvenience.
  
  Thank you!

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product a watch band was damaged in shipping. I provided proof of the damage: The leather is warped due to compression which is also seen on the packaging. They refuse to provide a replacement or full refund despite repeated request. I want a full refund.

  Business response

  08/15/2023

  I appreciate you spending the time to write your review. We take great pride in offering exceptional service, and we sincerely apologize if we let you down. 
  
  Our investigation into your complaint led us to the conclusion that the band is not damaged. You may still put it on. It does, however, indicate that you accepted the offer of a free replacement.
  
  
  Please contact us again at ******************************** if there is anything else you would want to address.

  Customer response

  08/16/2023

  I am still waiting for free replacement and I did not order a damaged band,  saying I can still wear a warped leather watch band does not absolve the business from responsibility of choosing to send products in cheap shipping packages that are easily damaged and allow the merchandise to be easily damaged as well.

  Customer response

  08/24/2023

  I am rejecting this response because:   I am still waiting for free replacement and I did not order a damaged band,  saying I can still wear a warped leather watch band does not absolve the business from responsibility of choosing to send products in cheap shipping packages that are easily damaged and allow the merchandise to be easily damaged as well.

  Business response

  08/25/2023

  Thank you for writing this review ******. We take pride in providing exceptional service and are very sorry for disappointing you.
  
  Upon checking, your replacement strap is on its way. It is possible that delivery will take 7 to 10 business days. Saturdays, Sundays, and holidays are not included in the delivery time.
  
  Please pay close attention to this tracking information to ensure a smooth arrival of this item. (**********************) *************************************************************************************;
  
  If theres anything else that you wish to discuss, feel free to reach out to us again at ********************************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction occurred on July 3, 2023. I bought a watch band for my apple watch from Astra. It arrived but was too large...no instructions on band adjustment were included, nor was there a "tool" included to enable such adjustments. I have reached out to the company's customer service department several times. Their first response was to send me a plastic tool which broke halfway through my attempt to adjust the band. I then contacted Astra to ask for a replacement...they refused and told me my purchase was out of warranty....not true. They then told me I could buy another tool on their website....also not true. I have been unable to resolve my issue with this company and am therefore filing this complaint.

  Business response

  08/23/2023

  Thank you for writing this review ******. We take pride in providing excellent service and  are so sorry to know that we have let you down. 
  
  Upon review, we will issue you a full refund. However, it appears that you have filed a complaint with your bank, alleging that the product is unsuitable. We are unable to take any action on our end owing to the disagreement, but we would like to have it handled, therefore I respectfully urge that you contact your bank and request that it be cancelled so that we can fully repay you.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Business is refusing to refund money for items purchased and not received. They repeatedly ask for patience and understanding as their shipping times are inaccurate due to a world wide shipping crisis. They say they will help to refund money in the event an order is not received and yet no one can actually say where the order is at and when it will be received even though they were quick to send out a your item has shipped email two days after the order was placed20 days ago. The only resolution I want is my money refunded and for other assuming victims to be made aware and not to be mislead by this companies shipping times and the computer generated blanket responses that will follow their requests for shipping updates and refunds.

  Business response

  08/18/2023

  Hello
  
  Thank you for writing this review. We take pride in providing excellent service and are so sorry to know that we have let you down.
  
  Upon checking, it appears that this has already been marked as delivered last July 8, 2023. It does, however, show that we granted you a complete refund for your order on July 4, 2023. Kindly check your account to see if the refund amount has already been reflected. Thank you!

  Customer response

  08/19/2023

  I have reviewed the business response and accept this resolution. 

*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. ↩