ComplaintsforWeCreat Tech LTD

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased my 40W Laser Vision on May 11th 2024 with a arrival date 10 working days later. That didn't happen. I actually finally came July 2nd. I have had the machine for a couple of weeks now. I noticed over the last few days that my settings for projects that I had done were no longer working. The laser was not cutting all the way through the material. I preformed all the necessary tips that were on their page (EVEN though, none of them were specifically for the 40W version. Just the 20W. I had called the customer service number 3 times. Each time I was asked to perform the same tests. It was a highly frustrating call for both parties because of the language barrier between each of us. They struggled to translate what they were asking me to do, and I pretty much was doing the same on my end to get them to understand that I had already done it on another call. They kept asking for videos. I tried my best, but you are limited on gmail to a certain file size. So I started throwing them up on their public page. That's when others started chiming in on their same issues with the auto-focusing. I am not an engineer. I did not build this product, yet they speak to you like you should know the name of certain parts. I do however have common sense and can find my way around things. But I have done everything they have asked and they still want more. They already started off on the wrong foot with the delays in shipping. A PDF is attached of what I sent today and what they asked me to do. I am at my wits end.

  Business response

  08/01/2024

  Hi *****,

  I am sorry for the trouble. Like mentioned in the email, we have already shipped a replacement part which will solve the problem, it's on the way now. The tracking is UPS 1Z2RA8950315086442. We appreciate your cooperation and patience. Wish you a lovely day.

  From *****, the support manager at WeCreat

  Customer response

  08/01/2024

   
  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. It is only sad that I had to jump through hoops to get to this point. If the company would provide more detailed information/ videos on the 40W to get to the end result of the machines errors, they would probably have less frustrated customers on the calls. ****** was very helpful, yet it was frustrating at times with the communication barriers. P.S. Please ask your Amazon shipping department where my replacement order of 4 filters for the fume extractor is. 

  Thanks.
  
  Sincerely,
  
  ***************************

  Customer response

  08/02/2024

  I have been dealing with this company non-stop now for 3 continuous days! I recently filed a complaint about their product. I thought we had finally gotten it rectified by what they posted as a response on your site: "Hi *****, I am sorry for the trouble. Like mentioned in the email, we have already shipped a replacement part which will solve the problem, it's on the way now. The tracking is *** 1Z2RA8950315086442. We appreciate your cooperation and patience. Wish you a lovely day. From *****, the support manager at WeCreat" Well it turns out that , that was a lie. The next communicatio I got via email was this: On Thu, Aug 1, 2024 at 10:38 AM ****** (Support) wrote: "Dear Way2manyroads, Thank you very much for getting back. I'm sorry to have kept you waiting. I just received a notification from the warehouse that the laser head is on its way to the US warehouse and may take 7-10 days to arrive. Therefore, it might take some time. I sincerely apologize for the inconvenience. After discussion, I can offer you two options: The first is to continue waiting for the laser head; the second is that we directly replace your machine with a new one. I will send you a label, and you can return the current machine. After that, we will ship the new machine to you. Please let me know your preference, and I will arrange it for you immediately. Thank you very much for your understanding. Please feel free to let me know if you have any further questions. Have a great day! ****** Customer Support " Well I wasn't happy with that either. The "I ship back and then they ship thing." So we supposedly struck a deal. She would send the label when her shipping manager was working. Last night, and I would have it first thing in the morning. My email is still empty. So far they just keep lying and not following thru. 1 "On Thu, Aug 1, 2024 at 2:21 PM ****** (Support) wrote: Dear Way2manyroads, Thank you very much for getting back. It seems like you might have missed my previous reply. Yes, I have received your pictures and have checked the way the machine is packaged, which meets the return criteria. So please don't worry. It's currently 2 am here, which should be the afternoon for you. I will send you the label while you're sleeping. Thank you for your understanding and patience. Please feel free to let me know if you have any further questions. Have a great day! ********************* Support For any questions about ******************** products, please visit ******************************************" and this is the last thing I heard yesterday: ****** (Support) Thu, Aug 1, 3:14 PM (18 hours ago) to me Dear Way2manyroads, 2 Thank you very much for getting back. First of all, thank you very much for your cooperation. I completely understand your eagerness. But please don't worry, I will make sure that it gets shipped out in the morning. Thank you for your understanding and leniency. Please feel free to let me know if you have any further questions. Have a great day! ********************* Support For any question about ******************** product, please visit ******************************************   

  Business response

  08/13/2024

  The replacement machine was delivered on Aug 9, this case is closed on our side now. If there is any further question regarding this case, please contact us at **********************************.
  *****************************************************************************************

  Customer response

  08/14/2024

   
  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. Hopefully this one will last longer than the last one.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed my order in mid May and was told will not be received until beginning of June. Then it moved to end of June, now to mid July. No sense of urgency or help provided. I was told they received another pack (slightly different than what I order but it has that machine). Since it's been delayed I expect my order. I am interested in product not refund, apology. I have been behind on orders and ordered this machine because it met my needs. I am requesting to receive the machine ASAP. Customer svc has no phone number. I have all email communication, they respond after ************************************************************************************************ sale price. Very unprofessional.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Buyer: ************************* Buyers Address: ****************************************************************************** Recipient: ***************************** Recipients Address: ***************************************************************** Date of Purchase: October 16, 2023 Date of Receipt: November 7, 2023 Amount Paid: $1494.49 Order Number: WeCreat2444 The basis of this complaint is the consistent refusal of WeCreat to issue a refund for a highly defective and unsafe machine. Despite providing irrefutable proof in the form of pictures and videos, WeCreat has failed to take accountability and has instead resorted to prolonging the refund process by making excuses.The machine in question is highly defective and unsafe, as it fails to function based on what they advertised. In a provided video, it is evident that the machine continued to operate even with an open lid, contrary to its intended design for safety. Additionally, the machine failed to operate at all once the replacement head was replaced, which prompted us to request a refund. Despite repeated requests and the provision of ample evidence documenting the machine's malfunction, they have continuously delayed and denied our refund, neglecting their obligation to provide a functioning product or fair resolution to this matter. Additionally, they have prioritized the product over consumer safety, disregarding the hazardous malfunction and persisting in denying a refund.We have made over 40 email correspondences with the company, providing sufficient evidence and documentation to support our request for a refund. WeCreat has continuously refused to acknowledge our claims and has baselessly shifted blame onto us for losing their own product.As a result, we are seeking the intervention of the Better Business Bureau to facilitate the resolution of this matter and ensure that we receive a full refund for the faulty product.Due to the 5mb limitation, videos and email correspondence was not able to be sent. Please contact us to provide all evidence.

  Customer response

  12/16/2023

  Address for WeCreat is: **********************************************************

  Business response

  01/08/2024

  Hi *************************,

  I am sorry for your experience with our product and service, I know about your case and discussed before this with our service team. Please be advised that your refund has already been issued on Dec 18, and in you email sent to us on Dec 22, you confirmed that you had received the refund. Please check the attached picture of the email.

  If you still have any further question or request regarding the support case, please feel free to reach out to our support team at **********************************.

  Best Regards

   

  Business response

  01/08/2024

  To whom it may concern,

  Thank you for giving us this opportunity to clarify the case. 

  We communicated with this customer in multiple stages. 
  The first stage was when the customer emailed us to inquire about some product questions before making a purchase.
  The second stage was after the customer placed the order and asked some questions related to shipment.
  The third stage was after the customer received the product, when he reported a product issue. After a series of voluntary checks by the customer, the issue could not be resolved, so the customer agreed to replace a component.
  The fourth stage was receiving emails related to shipment during the shipment of the component.
  The fifth stage was after receiving the component, when the customer installed it incorrectly, leading to a new problem. At this point, the customer refused to continue checking and demanded a refund.
  The sixth stage was about the communication regarding the refund process. The customer insisted that we refund him first before he returns the machine to us. (This request is completely inconsistent with our normal warranty policy, especially for products worth over $1000, so we rejected it. You can refer to our warranty policy at ***************************************************************** more information.)
  The seventh stage was when the customer was finally persuaded to return the machine first and then get the refund. However, his packaging method did not meet the safety transportation requirements, so we asked him to repackage it.
  The eighth stage was that the customer did not use the shipping label provided by us to return the product, which caused us to spend several days in our warehouse trying to locate his returned package. After finally locating the package, we completed his refund on December 18th immediately.
  To sum up, this is the entire process and truth of the case. The customer submitted a refund request to ******************** on December 22nd, which I think is unreasonable because he had already replied to us that he had received the refund on that day. Please check the attachment.

  We sincerely hope that BBB can handle this case fairly, while protecting consumers' interests, and not allowing malicious users/competitors to slander our growing brand. If you need more information, please let me know at any time.

  Customer response

  01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the issue was resolved. It unfortunately took way longer than was acceptable in regards to service. We were very much looking forward to this product. Had even considered wanting another machine. But due to the poor customer service, consistent arguing, and deflection of accountability,  we decided to not get another. A whole month of correspondence to correct a defective machine and receive a refund was not only unfortunate,  and sad, but cost us to lose faith in a company we were very excited about. We wish you the best in your endeavors. 
  
  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. ↩