Panda Ecigs - Defective or wrong product issue : Keeferes

[Keeferes]

Company name

Panda Ecigs​

Date of your initial complaint to the supplier.

23 January 2014​

How did you contact the supplier

Live support​

Ticket number (if you were issued one)

RMA Note CIL14P31​

General nature of complaint

Defective or wrong product​

Briefly describe your problem or issue

I ordered a SID during a sale on Panda Ecigs 01/17/2014. Received the device on 01/22/2014. The device screen was defective. Contacted them via live chat on 01/23/2014. I was instructed to send back the device and it would be replaced. I did so on 01/24/2014. I emailed them a tracking number as requested and they said my device would be authorized to be shipped then. They received the device 01/27/2014. I again had to contact them via live chat today 01/29/2014 to find out the status of my RMA. I was told they sold out during the sale and could not replace my device. I was told they would not replace the device with another of comparable features without me paying the difference. The SID before sale was priced at the same as other devices in the class. I had to beg for them to refund my purchase to my CC instead of an account credit. Then I was told they would only refund up to $5 dollars of the return shipping cost, and not the full amount it actually cost me. The emails I sent were never answered, and no one contacted me to explain this situation until I contacted them. Now I have to wait an additional 24-72 hours for them to credit, not even my full expense of my purchase.

This is extremely bad business practice. Why should I be penalized in anyway for defective device I chose to purchase through them? I would strongly encourage everyone to not purchase anything through this supplier, as they do not stand behind the products they sell. I additionally am in process of filing reports with the better business bureau as well as the eComerce regulatory commission.

Also, all my initial contact was done the next day after receiving my device. Would have been the same day, however due to not getting the package until after close of business, it could not be done same day.

I attached the chat log from today to this post of the last conversation I had with a representative.​

UPDATE:
I just received my refund in my Paypal account. I did not receive the return shipping cost as I was told I would.

UPDATE FOLLOWING MORNING:
I finally received an email stating my refund was being processed and to allow 2-7 business days. The BBB has processed the complaint, and has forwarded it to the company for a response. While this matter has been partially resolved, I still have only received a partial refund. It was also brought to my attention through another ECF member that this situation is very similar to one they experienced around the same time frame as my experience, even down to the same device.