ComplaintsforCourant

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order an Personalized MAG:3 Essentials charging tray from Courant. Upon opening it looked as though the tray has been used and there are three different snags on the surface. This is meant to be a gift and I cannot give a gift that looks used. I did pay extra $15 for a monogram which on the website looks like it has a gold hue but the one It receive the monogram just is black…hardly noticeable. On the face of the tray there are three large protruding snags that glaring a flaw in the fabric. I contacted Courant with the issue and was told it was a final sale due of the momongram. Which does not look like what was offered. The reposes I got were as follows: “ We apologize for any confusion- the Linen (Essentials) monograms are not available in Gold or Silver they are engraved directly into the product surface. The Leather(Classics) are foil stamped on in gold or silver. AS your unit is the Linen it would not come in the gold. As we note on the customization page * The mock-up above is representative, but not exact. The end product may vary slightly in its finishings and typeface. Customized products may extend the delivery date. Please make sure that everything is spelled correctly as finishings are permanent. Returns not accepted. We're so sorry that your Mag:3 has pilling fabric. Sadly, pilling is very common in fabrics and not 100% preventable. One of the most effective ways to remove pills is to use a fabric comb or a battery-operated pill and fuzz remover that shaves the pills from the surface of the garment.” “ We've included images of the two different types of monogramming offered when slecting a linen or leather unit with this email. Per our our return policy (link below), we cannot accept returns for customized/monogrammed units. As this unit is not considered damaged or defective we cannot offer a discount on a different item, nor can we accept a return on this item.” What I received is not what was advertised. Thank you ****** ******

  Business response

  12/05/2023

  Thank you for reaching out. As we had noted correctly to the customer, the monograms are not available in gold or silver but engraved directly into the product surface. As the we note on the site, the mock-up above is representative, but not exact. We also note that customized items are not returnable for refund. These items are brand new as we just started selling them, so they have never been used. That be said, our Mag:3 has pilling fabric. Sadly, pilling is very common in fabrics and not 100% preventable. One of the most effective ways to remove pills is to use a fabric comb or a battery-operated pill and fuzz remover that shaves the pills from the surface of the garment.We would be happy to offer the customer a 20% discount for the customization that they are unhappy with. 

  Customer response

  12/05/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is information that should be made known on your website before ordering. “These items are brand new as we just started selling them, so they have never been used. That be said, our Mag:3 has pilling fabric. Sadly, pilling is very common in fabrics and not 100% preventable.”   I would not of ordered this product and certainly not paid extra for a monogram if I knew that it would release the company from any responsibility of quality.  Cutting the fabric will cause a problem as it is creating a small hole where there will be added stress from use.  I would like to return this product and receive a full refund, or I would pay the cost difference between the linen and leather tray and exchange.  The fact that you are aware that there is a quality difference in your linen trays and that your monogram service may not appear as is shown and again that all responsibility of the quality of the tray will be null and void if you do use the service that is offered…monogram service should not be offered.  The lack of all information on your website is troubling and leaves me wondering if this is done on purpose? Regards, ****** ******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Within the last 30 days I purchased a Catch 3 charging port from Courant. It was a gift to my husband and immediately upon opening his gift, we set it up and it does not charge his phone, or any phone for that matter. Although it arrived in seemingly good condition and it's beautiful, it is useless because it is defective. I have reached out numerous times with a detailed explanation of the issue and have been given no options or resolutions whatsoever. A representative, *****, has repeatedly ignored the issue and has chosen to say that the phone I am using has limited compatibility. I referred to the compatibility chart before I purchased the item. That's not the issue. The issue is that NO PHONE WORKS. We have several different phones (all but one are included on their compatibility chart with high compatibility and one that says limited compatibility) but none of them work. As we try each phone, it begins to charge and then the charging tray blinks and makes noises repeatedly, and never charges phone. I suspect the port is faulty. As I explained, we have tested 3 different phone models. It is defective. She also states that because the item is monogrammed, it is not able to be replaced or refunded. Monogramming should not void a warranty when the item is defective. I originally asked for a replacement or a store credit as I thought maybe I could select a different item since I am not confident in the charging pad anymore. But after dealing with Courant to try to get this worked out, I would like a refund. I've never dealt with a company that has such blatant disregard for the consumer and zero interest in resolving an issue with their product. I can't believe I have to ask for your help. This should not be this hard.

  Business response

  08/01/2023

  Hello,We have reviewed the emails associated with this claim, and there seems to be some discrepancies on the customers part. The customer had shared the different devices and models that they had used with our charger (iPhone13 and iPhone14, both listed in the attached emails), but then stated that they were not sure how our representative would know the devices as they were not asked directly, although we had. As we had pointed out to the customer, our CATCH:3 has limited compatibility with certain models which is clearly stated on our site under the item (please see attached image). As well, the item is personalized, and we cannot offer returns or exchanges for items that have been personalized.Based on the information that the customer had provided about the item, it does look like it is working properly, however, the customer will need to finagle the item so that it sits properly on the charger to get the best use from it. Although it will be finicky, it will work. Thank you,  

  Customer response

  08/01/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Sadly, this was the response I expected from Courant as I read through the reviews and complaints of many others in my same situation. I emailed with several different representatives trying to get this resolved, maybe somewhere in the conversation it became confusing as to who I was having the conversation with. So, maybe that's the issue.....maybe there's some confusion on my part. I apologize. Let's start again. We tested the Catch3 charger with 3 different IPhone models and since filing this complaint- have tried two additional models. All models are listed on the compatilibility chart you provide on your website. The charger does not work. We would be happy to send you video documentation of the devices NOT charging the phones. Once you see it, there would be no way for you to conclude that it is "user error."  As I read through online reviews of this product and complaints filed with the BBB by others, it's always the same response from Courant. Blame the consumer....user error..... over and over again.  Would you be interested in seeing a video to demonstrate the issue? We can make a video and can upload it here.  Regards, ******** ********

  Business response

  08/14/2023

  Hi, We would be happy to receive videos of phones being placed correctly on the charger and showing that no lights are responding. Once we receive that information, we can determine which way to move forward. 

  Customer response

  08/17/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and I took a video duplicating the issue with the charger using two different cell phones. I sent the video directly to Courant representative, *****, attaching it to the initial emails with Stay Courant representatives. By the time I showed everything I needed to in the video, it exceeded the size allowed to upload to the BBB website. I hope this is acceptable. Regards, ******** ********

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a courant charger as a Christmas gift and the device did not work. I emailed with customer service for a month (they don’t have a phone number) spending hours on troubleshooting, emailing, and mailing back the product. The gift happened to me monogrammed so they refuse to send me a replacement product or a product of a lesser dollar value that I have picked out. Apparently monogramming allows them to sell products that don’t work without any recourse for the customer. I wish I had read the reviews on this site before selecting a courant charger as a gift. My experiences are in line with the multiple complaints below.

  Business response

  02/06/2023

  Hello, As you can see from the attached conversations that we've had with this customer, the item was found not to be faulty and we had offered to send back the item to the customer as it is a personalized item. We clearly state on our site that we do not accept returns or exchanges for items that are personalized. We also tried to troubleshoot with the customer and explained why they were having the issue with the 2 items (one not being compatible with the device, and the other needing to be placed in the correct spot as it is a newer model - again this is shown on our website). We do apologize that this was a poor experience, however, the item was found not to be faulty and we would be happy to ship it back to the customer. Thank you, Team Courant

  Customer response

  02/06/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. While the company claims that the device works, it in fact does not work after I’ve tested devices that are compatible with the model in question. I am not asking for compensation but an exchange for a device that costs significantly less. I have nothing to gain and am not lying about the device not working. It would make no sense for me spend time emailing the company and to request a lesser product in exchange for a more expensive one that did work. I understand that the typical policy to to not accept returns of a monogrammed item but that should be waived if a device does not work. This was also a gift and I did not choose for it to be monogrammed. I am sure the gift giver wouldn’t have monogrammed it if they knew it would have be exempt from return even in the event of the device not working properly.  Regards, ***** *********

  Business response

  02/14/2023

  Hi, Thank you for your response. We understand that the customer has tested their own devices at home, however, we do rigorous testing in our warehouse and have found the device to not be defective. We do not think the customer is lying, however, in our emails we did explain that newer devices are are more sensitive and do need to be placed precisely on the device. As the customer noted, we do not offer refunds or exchanges for monogrammed devices, as we can not resell them when they are personalized. We would be happy to send back the original device.  Team Courant

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Catch:2 saddle charger was a Christmas gift for my husband. He has an iPhone 12. The charger never fully charged the phone. With no phone number I’m at the mercy of their email response. According to their website, we believe we’re entitled to a full refund for now shipping. No response from the company

  Business response

  01/09/2023

  Hello,We apologize for this delay in response - as you can see, the customer only emailed in on January 6th originally at 2:13pm and then again at 2:27pm EST. They received a response at 2:15pm about returning and how they could do that. They also had marked the item as damaged incorrectly in our returns/exchange portal and we had gone ahead and fixed it for them. Unfortunately that reply had not come through until today as we did not get to it in time on Friday. Thank you,Team Courant

• Initial Complaint

  12/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Mailed me a damage package / product and are making a return difficult and expensive for me ($ and time).

  Business response

  01/03/2023

  Hello, As we had explained to the customer, and as they had stated, although the box arrived damaged the product is completely fine. We asked for the items to be returned for a refund. At this time, as stated on our website, "all returns may be subject to restocking fees." At this time we have a $5 restocking fee. Thank you, Team Courant 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company lacks integrity and transparency (manifested in part by the inability for customers to reach a human by phone -- as noted repeatedly by others, there doesn't seem to be a customer service phone number listed anywhere...somehow I think that's very intentional on their part in terms of being held accountable). I placed a large order for Christmas gifts, and one of the customized items was missing. I let the company know (via email), and requested that they please send the missing item with expedited shipping (and I offered to cover the cost of overnight shipping if need be, as this was time-sensitive and I needed it by a certain date). There was still ample time for them to customize the item and ship it priority to me. I then received a generic reply along the lines of, "we're working on your order and will let you know when it'd been shipped." You'd think given that this was their mistake (and this was part of a ~$1,000 order), that they would have prioritized getting the missing item to me quickly, and at the least by the date needed (12/23/22). But I then received the tracking information noting that it will not arrive by the requested date, and won't arrive until after the event. I (futilely) emailed them again to request that they cancel that one (or I could just send it back to them) and please overnight the item to me (at my cost) so that I'd have it in time, to which they tersely replied with "sorry, can't do that once an item is out." Just offensive, uncaring service, and beyond frustrating to not be able to talk to a person there.

  Business response

  12/22/2022

  Hello,Thank you for reaching out. Unfortunately as it is the holiday season, we are working extremely hard to get orders out as quickly as possible and unfortunately sometimes things fall through (for example, the missing item from the original order). We did apologize for this and immediately get a replacement order out to the customer however, we did not upgrade shipping as that is not our policy. The customer had not signified a date needed in the original emails (please see attached) just that it was "time-sensitive" for the holidays. Sadly at this time, all orders for all customers are time sensitive and we are doing our best to get everything out as quickly and efficiently as possible.  Sadly *** and **** are also experiencing delays which we have no control over. At this time, we cannot guarantee any delivery for the holidays as they are in 3 days. However, this item is on its way and will be delivered by *** with tracking number ****************** by the 24th.  We do apologize that this wasn't the best experience and understand the frustration. We are caring and hope that you continue to shop with us, but sometimes there are things that are out of our control and we do apologize for that. Team Courant

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Catch 3 Courant charging pad that was delivered on October 30. My experience is EXACTLY the same as the most recent complaint on this site. I immediately knew that the device was defective as the light would blink on and off and the charger would work intermittently or not at all. So, I knew right away that this was not a functional charger and was to return it via their portal. Just like the other complaint, it directs you FIRST to an email to customer service, which is ridiculous because they send you a list of troubleshooting that neither worked nor did it change my eligibility for a refund when I returned from my out of the country trip and logged on to process the return. Just like the complaint here on BBB, it now says ineligible. I’m logging a complaint here and have pursued a full refund via ****** today. Courant has a very big problem with quality control. They also offer a 1 year warrantee, which is irrelevant to me since it was clearly broken from the moment I opened it. They also have the nerve to say that an “restocking” fee applies to returns- although I’m not sure who is able to return the device per my experience and why would they re-stock a broken device??? Until they rectify the issues they would do well to satisfy the MANY unhappy customers who are receiving pieces of junk for $80-100 that DO NOT WORK. If you can’t rectify issues with selling and shipping defective devices, your reputation will surely be the end of your business.

  Business response

  12/09/2022

  This customer had reached out to us about having issues getting a watch to charge on her charger. As we had let the customer know, Apple Watches have a different type of wireless charging than most phones, so they’re not compatible with any of our wireless charging pads - so that will explain why that item does not charge. Our devices offer Qi charging, which is something that the Apple Watch does not currently offer. Our site also clearly marks which items are compatible with our devices, to help mitigate any confusion for our customers.  We had also responded to the customer with a list of troubleshooting questions and never received a response (please see the attached chain of emails). She is more than welcome to return the item to our warehouse, however, she is now outside of the 30-day period. But if the customer is able to prove that the item is new and unused for the most part, we would be happy to supply a return shipping label and accept it for a refund or testing. Team Courant

  Customer response

  12/10/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** ************** Hello,This has nothing to do with charging an Apple watch. I have the most recent iPhone and it stops charging in the middle of charging and as I said from the beginning, the light goes on and off and clearly has a short in the connection. That is ridiculous to say that the item is out of the 30 day return window! I contacted you the day I received it! I also tried your troubleshooting which did not and won't work on the defective item you sent me! I have the original packaging and the UNUSED charging pad and cord since IT DOES NOT WORK. The only acceptable resolution is a full refund guarantee and a paid return shipping label.  **** **************

  Business response

  12/15/2022

  Hi, Thank you for the response - we would be happy to help this customer. As stated previously, we had asked her questions about trouble shooting the item. We are happy to include them here, or the customer can respond to our original email through our queue. However, the questions are as follows: Can you confirm the make and model of the devices (phone, AirPods, etc) you're trying to charge on the Courant charger and also the case, if using one?Have you been using the same devices the entire time you've owned the charger, or have you upgraded/changed your devices at all? Are you using the Courant power cable and wall adapter that came with the device? For the CATCH:1, that does not come with a wall adapter, it needs at least 5V and 1.8A output in order to properly function. Can you confirm that the adapter you're using is able to supply the appropriate amount of power, and attach a photo of it so we can confirm? Does the light on the back of the device turn on briefly when you plug it in? When the phone is on the charging section, does the light flash or does it stay solid? Have you already performed a hard reset of the charger by unplugging for at least one minute and plugging it back in? Thank you, Team Courant

  Customer response

  12/19/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This business is sadly lying. I have provided screen shots of my correspondence with them that proves that they acknowledged and  thanked me for my responses.  They say it may be defective  but probably isn’t? That’s ridiculous. I want a guarantee that they will refund my money after it’s shipped (in full) . Many customer say they receive the defective product then refuse ** refund it as the charger “seem fine”  please resolve! thank you Regards, **** **************

  Business response

  12/20/2022

  Hello, Thank you for the response however, we also have full conversations from our side (which are attached). As you can see from the conversation, suggestions for troubleshooting were not given and we had questions that were not replied to until December 11th. We then explained our policy about returning the item, and how we can troubleshoot by testing the item and then working on getting that refund to the customer. As stated to the customer, it is our policy to bring back chargers to our warehouse for testing - once we get your device we will test it and find out the issue, if any. We will not be issuing a refund until testing is complete and after that we will be in touch with our testing team update. The customer has been given a return shipping label and when she returns the item, we will test and troubleshoot. After our testing team will be in touch with you via email directly with an update and next steps. Thank you, Team Courant

  Customer response

  12/20/2022

  I have attached the PROOF of the answers to the trouble shooting questions that I provided, the date they wereprovided (Dec 11) and the acknowledgement of this by Courant. Courants claim that I did not provide answers is blatantly false!

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of txn: March 20, 2022 Amount: $89.25 What business committed to: I received a broken charger, and explained that upon immediate receipt (the day the package arrived), I contacted customer service that the device is broken (it is a charger, and there are broken parts jingling inside, and it won't charge). I also checked the warranty, which is attached and states "Your product is under warranty for 1 year under normal use, from the original date of purchase by a consumer (the “Warranty Period”)." If the item arrived damaged, I would presume this would qualify under the warranty. When I inquired, the customer service team sent me a long list of questions as if they didn't have any information on my order (as an example in the attached email there are questions about products I didn't even order like the Catch:1), I believe to deter me from going through with a return of damage and just give up. Customer service responded that I could return the device via the returns portal, but when I did attempt to do this, I selected that I wanted to return the device because it was "damaged." The response is attached, that a damaged item is not eligible for return, which is comical because I reported that it arrived broken the day I received the item, and it would clearly fall under the 1 year warranty. I've sent them an email back asking how to resolve the issue, but given their prior responses and sending me into a loop, with no money back and no way to get a working item, I am reaching out here because I don't want anyone else to have this experience. When I return to the portal there is no longer an option at all for me to return and it only says I'm ineligible. I don't know if the customer service team did something to block me from receiving a return, but I don't feel like my interaction was unreasonable, and I have attached the entire interaction. I am unsure if this is a one-off, or if this is a broader problem with the company.

  Business response

  04/11/2022

  Hi there, The customer was informed that in order to process a return for the item, that she must select another option other than damaged as that will direct her back to the customer service team for troubleshooting rather than immediately processing a return label and refund. The customer has not yet submitted that return order in our returns portal. There was additional back and forth with the customer in the days following their submission to the BBB. That said, in good faith, we have gone ahead and issued the refund prior to the customer processing the return in the portal or receiving the returned unit, though it is technically going against our returns policy to do so. Screenshots of the interactions showing instruction on how to utilize the portal and confirmation of the refund processed are attached. We will definitely take this customer's feedback into consideration when reviewing and working to improve our CX process! Thanks, Courant

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Catch:3 wireless charger for my husband as a Christmas gift. He did not want the gift as he already bought a charger. We emailed for a refund label and then emailed the company 4 more times with no response. Now we are beyond the timeframe the company allows for a return. This is really, really bad business practices. I want a return label to send the product back and a full refund. there needs to be someone at that organization who can respond directly to me and be held accountable until this is resolved. Thank you.

  Business response

  02/02/2022

  Hi ******,Thank you so much for reaching out to us, and so sorry you didn't hear back from us - we are not showing any emails from you in our system. That being said, someone from our returns team should have reached out to you providing a link to our returns portal - which can be found in the returns section of our website, for future reference.  Thanks again for you patience and apologies for the experience,Courant Customer Service

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with Stay Courant on Jan 5, 2022 and was told I would get an email when the item shipped. I have not received any notification and I' ve emailed the company twice since 1/11/22 and have received no reply however my credit card has been charged. I cannot locate a phone number anywhere for this business.

  Business response

  02/02/2022

  Hi *****, Thanks so much for reaching out. Looking into your order, someone from customer service did reach out to you regarding the item ordered as it was a pre-order rather than an in-stock item. That being said, they followed up on 1/26 with the tracking number for your January Ship item as it did come back into stock.  I hope that is helpful and apologies for any confusion!Courant Customer Service

*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. ↩