Bellabeat

Dear Revdex.com,Thank you for the update.We have an open dialog with ms*** and are doing our best to assist her.Since our last communication, weekly reports have been fixed and working properlyThere is, however, a misunderstanding in regards to weekly report timeline and average data calculationThe weekly report will only show the average values from last week and it can only be inaccurate if your step data for those days is inaccurateSince all screenshots we received are correct and prove that this is not a faulty unit, we can not initiate warranty returnHowever, we will continue our dialog with the buyer to find mutual agreement
Let us know if there is anything else we can do
All the best,Bellabeat Team

Dear Revdex.com,Thank you for the update.We have an open dialog with ms*** and are doing our best to assist her.Since our last communication, weekly reports have been fixed and working properlyThere is, however, a misunderstanding in regards to weekly report timeline and average data calculationThe weekly report will only show the average values from last week and it can only be inaccurate if your step data for those days is inaccurateSince all screenshots we received are correct and prove that this is not a faulty unit, we can not initiate warranty returnHowever, we will continue our dialog with the buyer to find mutual agreement
Let us know if there is anything else we can do
All the best,Bellabeat Team

Complaint: ***I am rejecting this response because my device, The Uban Leaf, does not work as stated on their website? They offer a one year warranty but it does not say only for a refund? I do not want a refund because I will continue to have problems (as they admit) with offering weekly reports? This is why I bought the device and if it does not do what they advertise, I would like my money back? They have repeatedly given me the run around and have not fixed their problems over many months.Sincerely,*** ***

Customer first reached out to us on Jan 27th creating a follow up to the previous, closed thread, in which a replacement bracelet had been discussedUnfortunately, the agent who had been handling the previous thread was away at the time, so the email was left unanswered until Feb 12th, when we
apologized for the delay and offered help with the syncing issue the customer reportedThe agent provided further troubleshooting steps on Feb 14th, but the communication had stopped there
The customer replied that they assumed something went wrong as they hadn't received a reply for a while, which is why they sent a new e-mail on Feb 6thThis e-mail went to our new tickets and was free for any agent to see and handleOur agent, upon realizing that the customer had reached out before, replied to the follow up e-mail on Feb 12th, and closed the new ticketTherefore, the new e-mail had been handled within the business days timeframe, however, we are guilty of missing the follow up e-mail, only getting back to it once another was sentWe sincerely apologize to the customer for the inconvenience this has caused
In further correspondence, our agent provided additional troubleshooting steps to customer on Feb 14th, but unfortunately the communication stopped there
The customer reached back out on Feb 27th, again creating a follow up to the previous thread, which, unfortunately, created the same problemThe agent who handled the communication up to Feb 14th was away, so the ticket was left unanswered until we've received a complaint, which made us investigate the case furtherWe have found the unanswered email which we determined happened because an agent in training accidentally assigned it to the absent agentThe agent that picked up the case at that time handled the case in a timely manner, and in the end a satisfying resolution was reached with the customer
Once again, we apologize for the delay in getting back to the customer on the occasions describedWe're truly sorry this has occurred, twice, and we will do our best to prevent it from happening again
We hope the customer found the final resolution pleasing, and we're here for any further questions

Dear Revdex.com Team,
We’re really sorry to hear that *** *** has been having issues with the Leaf and we’d really love to have this resolved as quickly as possible.?
We see that the battery in this Leaf is most likely empty by now and we’d really love it if *** *** could give the Leaf a
try with a new battery to see if this is still happeningIf she can? confirm the address with us, we’d be more than happy to have a battery shipped free of charge so she could give the Leaf another try
Although the battery can last up to months, it’s possible for it to last a bit shorter, depending on usageAccuracy issues are the first indicator of low battery and we’d just like to make sure that this is not what is causing the problem before we replace your device.? We can, and we will gladly respect the warranty if we determine that device is faultyI hope you can understand that at this moment we are not familiar with the Leaf issues so we cannot apply the warranty replacement.?
We’re looking forward to hearing back from you on this and having the issue resolved shortly
All the best,
Bellabeat Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
I do not see a resolution

Customer reached out to us the first time on June 10, asking about the return of the product and our agent responded to customers email on the next day stating that we will accept the return and asked the customer to send us pictures of the back and bottom of the product box so we can see if the box
is still sealed and if the battery tab has been pulled and Leaf paired to the any accountThe customer never responded to this email but instead sent another request for a return on June also stating that we haven't responded to her requestAnother agent responded to the customer stating that we have sent a reply to customers initial email, however, we never received a response from the customer and the agent also copy-pasted the whole email which was initially sentOn June 12, customer contacted us on chat and we? explained to the customer that we have been receiving her emails however we haven't been receiving any replies? on our responses and on the same day, customer sent another email stating that no one has been answering her return requests apart from our chat agent [redacted] allegedly refused to give the customer the return addressWe received another email from the customer on the same day, June 12, stating that this was a fourth attempt? to request a return and customer? stated that we seem to obstruct the process so the user would give up on return however our agent yet again responded to the customers email copy-pasting the whole email we sent a couple of times to the customer and the agent asked the customer to kindly look into the spam of her mailbox as maybe our responses are stored there but? and unfortunately, we haven't? received? a response to this email eitherOn June the customer reached out to us the last time? on chat and asked about the? return and our agent responded? to the inquiry by explaining? that two of our agents have already responded to the customers request but we never received the reply and the agent also pasted the whole communication between agents and the customer, upon which? the customer left the chat.? Our company policy states that we need to confirm if the package is still sealed, the battery is pulled and if the device was paired to an accountIf we received any response from the customer we would have initiated a return, however, since we never received any information which we asked the customer to send us, we were unable to proceed with the returnAlso, we are not sure which phone number did the customer call since our call center is under? maintenance? and there is no possibility of reaching out to us via phone, only emails, and live chat.? Because? we acted? in accordance with our company policy and never received a response from teh customer, we believe this chargeback should be disputed in our favor and we encourage the user to look through her spam as we have responded to each email she has sent us.? Please find the transcripts of all communication attached to this response

Dear Revdex.com,Thank you ver much for getting in touch with us about thisWe are very sorry to hear about this problem.I'm afraid we are unable to issue a refund as orders placed via Bellabeat online store include a 30-day money back guaranteeThe 30-day period starts from the day the item is delivered
which, in this case, was March 27th.However, the Leaf comes with a 1-year limited warranty which means that we can exchange in case device proves to be faulty.? The reason why we haven't initiated the warranty replacement is because weekly reports are a statistical overview of data that is already collected, and their presence (or lack of them) is not connected to accuracyThese are software services that are not covered under warrantyYou can find detailed overview of warranty exclusions at the following link: [redacted]We temporarily have an issue with email customer is mentioning, but all data can still be found within the appIf, however, the user is experiencing accuracy issues with app data and we together prove that her device is faulty, we'll immediately disable her current Leaf and send her a new one.In the meantime, please understand that we have no reason to believe that this is a faulty unit.? Thank you for your cooperation.All the best,Bellabeat Team

Dear Revdex.com,Thank you ver much for getting in touch with us about this. We are very sorry to hear about this problem.I'm afraid we are unable to issue a refund as orders placed via Bellabeat online store include a 30-day money back guarantee. The 30-day period starts from the day the item is delivered...

which, in this case, was March 27th.However, the Leaf comes with a 1-year limited warranty which means that we can exchange in case device proves to be faulty. The reason why we haven't initiated the warranty replacement is because weekly reports are a statistical overview of data that is already collected, and their presence (or lack of them) is not connected to accuracy. These are software services that are not covered under warranty. You can find detailed overview of warranty exclusions at the following link: [redacted]We temporarily have an issue with email customer is mentioning, but all data can still be found within the app. If, however, the user is experiencing accuracy issues with app data and we together prove that her device is faulty, we'll immediately disable her current Leaf and send her a new one.In the meantime, please understand that we have no reason to believe that this is a faulty unit. Thank you for your cooperation.All the best,Bellabeat Team

I bought a Bellabeat Leaf Urban Silver Edition online on March 23, 2017.   The order number is [redacted] and transaction ID is [redacted] 1.  I paid $119.00 for the device.  It is advertised online with a 12 month warranty.  Besides counting your daily steps, tracking your sleep, meditation and stress levels the device is also advertised to sync with your computer and send out weekly reports.  They have failed to offer the reports on an ongoing basis.  I have written to their support team over ten times and get the complete run around.  They have admitted on several occasions it doesn’t work and say they are working out the issues.  I have sent you emails of these conversations.  I want my money back, not another device, under their 12 month warranty because they do not deliver what they advertise.

Dear Revdex.com Team,
We’re really sorry to hear that [redacted] has been having issues with the Leaf and we’d really love to have this resolved as quickly as possible. 
We see that the battery in this Leaf is most likely empty by now and we’d really love it if [redacted] could give the Leaf a...

try with a new battery to see if this is still happening. If she can confirm the address with us, we’d be more than happy to have a battery shipped free of charge so she could give the Leaf another try.
Although the battery can last up to 6 months, it’s possible for it to last a bit shorter, depending on usage. Accuracy issues are the first indicator of low battery and we’d just like to make sure that this is not what is causing the problem before we replace your device. We can, and we will gladly respect the warranty if we determine that device is faulty. I hope you can understand that at this moment we are not familiar with the Leaf issues so we cannot apply the warranty replacement. 
We’re looking forward to hearing back from you on this and having the issue resolved shortly.
All the best,
Bellabeat Team

Dear [redacted], Thank you for sharing your honest feedback. We are pleased to confirm your Leaf was officially purchased and will be shipped in the last week of September (25th -29th) at the latest, as we hope to have the order shipped out next week.   The Leaf Urban rose gold that you...

ordered is available for preorders only, and ships in 3 to 4 weeks after placing the order. I am sorry you missed the shipping disclaimers in our web shop and order confirmation.If you will be interested in a full refund, our team will gladly assist you- they can be reached at hi@bellabeat. In the meantime, you can search your order on the web with your order confirmaton# [redacted].Once again, please accept our sincere apologies for the misunderstanding! Should you have any other questions, please let us know. All the best, Bellabeat Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
I do not see a resolution

Dear Revdex.com Team,Thank you for notifying us about this complaint.We are very sorry to hear about this inconvenience. Looking into this case, we can confirm that only communication from the customer was initiated on May 26th, which was answered. Unfortunately, it seems customer has ordered Leaf Nature...

bracelet with the Leaf Urban model, which, per our web explanation, is not compatible and cannot be interchanged. As a result, delivered bracelet does not fit properly. Per our agreement with the customer, we would have shipped correct bracelet free of charge once it's restocked in the US warehouse.Although the bracelet is remaining sold out, to resolve this momentarily, we have shipped out the Leaf Urban L Anthracite bracelet from the Canada. The order will reach the customer between June 19th and 27th. For your own records, we are attaching supporting documentation.Let us know if there is anything else we can do for you.All the very best,Bellabeat Team

Complaint: [redacted]I am rejecting this response because my device, The Uban Leaf, does not work as stated on their website.  They offer a one year warranty but it does not say only for a refund.  I do not want a refund because I will continue to have problems (as they admit) with offering weekly reports.  This is why I bought the device and if it does not do what they advertise, I would like my money back.  They have repeatedly given me the run around and have not fixed their problems over many months.Sincerely,[redacted]