Unconscionable
Unconscionable. OCOOPA sold hand warmers (including model ZLS-118S) with a lithium-ion battery defect serious enough to trigger a CPSC recall of 1.5 million units — 1,480 overheating reports, 15 fires, 350 burns, and one death. Instead of owning it, they built a recall process that is arduous by design. Before you're even allowed to safely dispose of a device that can burn your house down, you have to provide proof of purchase, your order number, and photos of the front and back of the unit. Then after all of that, the submit button on the final step simply doesn't work. No error, no confirmation, nothing. After putting a fire hazard in customers' hands, the response is a broken form standing between them and their money and their safety. That's not a bug. That's a company betting people will give up. And this "North America headquarters" they advertise? It's a rented suite in a shared coworking building — not a real, accountable operation, just an address for the website. If you own one of these, stop using it now. If you're trying to get your refund, expect a fight. This company does not deserve your trust, your money, or a second chance.