The 12 Electric Weed Wacker with wheels unit
I purchased the 12 Electric Weed Wacker Eater with wheels system, it arrived in a very damaged box that I believe was a return from another customer. Primary reasons, the parts bag was empty with the necessary assembly parts scattered in the box or totally missing. I contacted customer service, they said it was definitely not a returned unit and the box was most likely damaged in shipping. They stated they would ship me the missing parts, and provided a video of how to assemble the unit. The first item it said to assemble was already assembled, furthering my suspicion it was a returned unit . The missing parts never arrived, I inquired via email as this appears the only way to get to customer service and after several days of no response and a 2nd email, I received an apology email that they missed my initial email and would immediately reship the missing parts. Never received. Another email inquiring, and was told that they couldn't ship the parts because I had submitted a dispute with PayPal and that locked the ordering system and prevented them from shipping the missing parts. Meaning if that was the case they fabricated the first 2 attempts to send the missing parts. After several more emails and them refusing the parts to be shipped they conceded to allow me to return the unit at MY expense with severe restrictions on how they would accept the return. To which I refused because I couldn't meet there criteria based on the condition my unit was shipped and received in. Every step of the way, they wanted the dispute with PayPal removed before they would act. Process on May 19th and has finally reached resolution on July 31st with PayPal ruling in my favor and refunding the full amount of $239.99. I have reached out and still offered to return it at their expense since my case has been resolved in my favor, We'll see if they want it back. Probably the worse customer service company I have ever dealt with. A total of 18 emails exchanged during this over 2 month process. If I could give a negative, I would. Thank you PayPal. In response to iToolMax's reply, here is the order number associated with this unit. 2#225810. It is indeed a valid order, and I have recently received a response indicating I should still bear the cost of the return of this defective product. I hope PayPal is able to recover the cost from iToolMax.