Policy Over Compassion When the Product Failed
I reached out after the product failed to address a roach infestation in my apartment. I requested a small refund so I could hire professional pest control and immediately resolve the issue. That request was denied. Instead, I was told I must reapply another “booster” treatment myself and continue living with the infestation—with no guarantee it would work—before a refund would even be considered. While the customer service representative I spoke with was kind, patient, and respectful, management showed no flexibility or understanding. As someone who is already under significant emotional strain after recently losing my father, this response felt incredibly dismissive. Rather than showing understanding or flexibility, the company prioritized policy over basic compassion. This experience left me feeling unheard and unsupported. While the representative did what he could, management was unwilling to make a reasonable exception that would have allowed me to resolve the problem quickly and move forward. I would caution others that if the product does not work for you, be prepared to go through additional steps and delays before any refund is even considered—regardless of personal circumstances.