Pixibytes Company

Revdex.com: In reference to complaint ID [redacted] , the business finally shipped me a Nikon camera bag While they did not notify me of the shipping of the product, did require a signature, and thus missed the requested Christmas delivery timeframe, I did finally get the bag that I ordered back in November, so you may close this case Given the hassle with this purchase, I will avoid using Pixibytes for any camera orders in the future Sincerely, [redacted]

The customer ordered this item four months ago and then had issues with the product. We acknowledged her issues and asked her to return the camera back to us for repair. Once the item was sent back... and we sent it in for repair, the repair center denied the warranty repair on this item as they said there was damage caused from a fall or drop. We did not want the customer’s warranty repair to be denied and we had numerous and back and forth conversations with the repair center to try to get this repaired. The process took a long time. In the end we paid for the repair and then the customer created a new A-Z claim and said we sent her a used/refurbished item. This claim was after four months of using a new camera with no issues. The A-Z claim was rejected by [redacted] because they also felt that it was unfair to issue a full refund for a camera that was used for that time period. We denied a refund and sent her back the camera but she refused to provide a new address because she prefers a refund. The item is still in transit back to us after we sent it out initially and now we can only issue her a partial refund because we are receiving an item that was used for four months and repaired. Our return policy is 30 days on all new items and if any issues occur in the first 30 days the customer can return the product for a full refund or replacement. The customer did not claim anything within the first four months of using the product.

The customer continues to claim that we failed to mention the condition of the camera when she purchased itThe order that she had placed clearly states the condition of the camera as "Refurbished- Refurbished" with the comments "Never Used!! Retail Box!! Japan Import!!" The customer received a camera that was never used and an imported camera from JapanShe ordered the camera in January and then used it for four months without any issues and then problems arose and then we sent it in for repairCameras are electronic items that can malfunction after useNo electronic item is immune from malfunctioning after useThe warranty repair center initially rejected the repair as there was damage on the product that indicated that the item had been dropped/mishandledWe did not want to send the customer back a broken product so we tried our best to negotiate and get it repaired but they refused to do soNonetheless we wanted to ensure that the customer get the product back so we paid for the servicing and had it repairedObviously with any warranty repair, the time it takes varies depending on the issues the camera has and if there are situations like this it may take an extended period of time but since we do not service cameras we are not responsible for the time frame of repair since it fluctuates from 2-weeks to 4-weeksThe customer then claimed that the item was "refurbished" and tried to get a full refund after four months of use which was simply against any and all guidelines for the platform we sell onThe customer also opened up an A-Z claim on the platform and she lost the case because the portal also agrees with the fact that there is a day return policy after receiving the order to return the camera for a refundBeyond that date any return will be sent in for repair and you cannot return the item for any refundA vast majority of shoppers who purchase from us have extremely positive experiencesObviously it may be impossible to get it right 100% of the time but we go above and beyond for every customer, including this customerUnfortunately there are times when we have to draw the line at certain policies, specifically a day return policy which is available for all our customers to view before shopping from us+

The complainant claims that we had sold him a fake, counterfeit product on ***The product in question, the Tamron AF 70-300mm f/4.0-lens, is an import model that is a genuine Tamron
lens manufactured in a different part of the worldThe customer’s claims that the item was “fake” is 100% incorrect as the item is an authentic lensAn import model of this lens does not mean that the product is “fake.” It simply means that the product was imported and not manufactured in the U.SThe customer ordered the item on May ***, and his first point of contact was on July **, As an online seller, we have a day return policy to ensure that customers do not use our products and return them whenever their use for the product is finishedThe customer had ample time to return the item if he felt that the item did not meet his needs but waited until July *** to contact us and ask for a refund by stating that the item was “fake.” In response we did tell him that the item was an authentic Tamron lens but the customer wanted a “genuine” lensThe customer was then given the option to return the lens for a refund (which was a courtesy given our day return policy) and we had told him that if the item was in used condition there would be a restocking fee on the returnThe customer then stated that he would rather file a complaint to the Revdex.com and he went through with the process of filing a complaint to the Revdex.comHe also stated that “hundreds of people on many websites say we sell “fakes” but we have never seen such a claim on any website and our customers appreciate the level of support and the quality of the products we give themWe are a customer oriented company with a strong positive feedback rating on ***We take our customers seriously and we have reached out to this customer, offering him a full refund if he sends back the itemWe have provided a free shipping label to return the product back as wellWe have gone above and beyond to support this customer and that’s wha t we do for all our customers who need support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Pixibytes has failed to mention that the camera was "refurbished" when purchased. The camera was bought refurbished and what they repaired--the lens--rebroke after minimal use. I am not a professional photographer, this was a camera used for in-home only, didn't even ever take outside my home.  They cannot prove that I dropped or misused (not a single sign of damage, not even a hairline scratch) those are unwarranted accusations on there part.  So what they have proven by sending to the outside repair center is that they SOLD me a refurbished camera that was not "like new" but rather was dropped and misused BEFORE my purchase, and more importantly they did not include this in their description of the camera when I bought it. If I had known it was a refurbished camera that was also dropped and misused I would have NEVER purchased.   They offered to repair and send back in a "few weeks", instead they went 2 months without communication and a total of 3 months later sent email (without my prior approval) that they re-repaired the lens and mailed back.  I want a refund for 4 reasons. 1.  the camera was FALSELY described on [redacted] Marketplace as refurbished "like new" instead of dropped and misused as confirmed by outside repair center.  I was mislead and this was not initially disclosed.  2.  I had the camera for 4 months, they for 3 months, so in the end to be fair makes it a 1 month and falls within their 30 day policy.   3. A partial refund minus restocking fees is NOT acceptable to me.  I want a FULL refund for their responsibility in not disclosing the true condition of the camera.  Take a look at these other recent customers in May and July that have also had same negative experiences with their company.  [redacted].  4.  They knew I didn't want this falsely advertised re-refurbished camera back because I opened [redacted] claim, Revdex.com and IC3 compliant to get refund, so why did they just put in the mail and think that a solution.  I want FULL refund I am clearly entitled to.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
In reference to complaint ID [redacted], the business finally shipped me a Nikon camera bag.  While they did not notify me of the shipping of the product, did require a signature, and thus missed the requested Christmas delivery timeframe, I did finally get the bag that...

I ordered back in November, so you may close this case.  Given the hassle with this purchase, I will avoid using Pixibytes for any camera orders in the future.
Sincerely,
[redacted]

The customer ordered this item four months ago and then had issues with the product. We acknowledged her issues and asked her to return the camera back to us for repair. Once the item was sent back...

and we sent it in for repair, the repair center denied the warranty repair on this item as they said there was damage caused from a fall or drop. We did not want the customer’s warranty repair to be denied and we had numerous and back and forth conversations with the repair center to try to get this repaired. The process took a long time. In the end we paid for the repair and then the customer created a new A-Z claim and said we sent her a used/refurbished item. This claim was after four months of using a new camera with no issues. The A-Z claim was rejected by [redacted] because they also felt that it was unfair to issue a full refund for a camera that was used for that time period. We denied a refund and sent her back the camera but she refused to provide a new address because she prefers a refund. The item is still in transit back to us after we sent it out initially and now we can only issue her a partial refund because we are receiving an item that was used for four months and repaired. Our return policy is 30 days on all new items and if any issues occur in the first 30 days the customer can return the product for a full refund or replacement. The customer did not claim anything within the first four months of using the product.

The complainant claims that we had sold him a fake, counterfeit product on [redacted]. The product in question, the Tamron AF 70-300mm f/4.0-5.6 lens, is an import model that is a genuine Tamron lens manufactured in a different part of the world. The customer’s claims that the item was “fake” is...

100% incorrect as the item is an authentic lens. An import model of this lens does not mean that the product is “fake.” It simply means that the product was imported and not manufactured in the U.S. The customer ordered the item on May [redacted], 2015 and his first point of contact was on July **, 2015. As an online seller, we have a 30 day return policy to ensure that customers do not use our products and return them whenever their use for the product is finished. The customer had ample time to return the item if he felt that the item did not meet his needs but waited until July [redacted] to contact us and ask for a refund by stating that the item was “fake.” In response we did tell him that the item was an authentic Tamron lens but the customer wanted a “genuine” lens. The customer was then given the option to return the lens for a refund (which was a courtesy given our 30 day return policy) and we had told him that if the item was in used condition there would be a restocking fee on the return. The customer then stated that he would rather file a complaint to the Revdex.com and he went through with the process of filing a complaint to the Revdex.com. He also stated that “hundreds of people on many websites say we sell “fakes” but we have never seen such a claim on any website and our customers appreciate the level of support and the quality of the products we give them. We are a customer oriented company with a strong positive feedback rating on [redacted]. We take our customers seriously and we have reached out to this customer, offering him a full refund if he sends back the item. We have provided a free shipping label to return the product back as well. We have gone above and beyond to support this customer and that’s wha t we do for all our customers who need support.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Pixibytes has failed to mention that the camera was "refurbished" when purchased. The camera was bought refurbished and what they repaired--the lens--rebroke after minimal use. I am not a professional photographer, this was a camera used for in-home only, didn't even ever take outside my home.  They cannot prove that I dropped or misused (not a single sign of damage, not even a hairline scratch) those are unwarranted accusations on there part.  So what they have proven by sending to the outside repair center is that they SOLD me a refurbished camera that was not "like new" but rather was dropped and misused BEFORE my purchase, and more importantly they did not include this in their description of the camera when I bought it. If I had known it was a refurbished camera that was also dropped and misused I would have NEVER purchased.   They offered to repair and send back in a "few weeks", instead they went 2 months without communication and a total of 3 months later sent email (without my prior approval) that they re-repaired the lens and mailed back.  I want a refund for 4 reasons. 1.  the camera was FALSELY described on [redacted] Marketplace as refurbished "like new" instead of dropped and misused as confirmed by outside repair center.  I was mislead and this was not initially disclosed.  2.  I had the camera for 4 months, they for 3 months, so in the end to be fair makes it a 1 month and falls within their 30 day policy.   3. A partial refund minus restocking fees is NOT acceptable to me.  I want a FULL refund for their responsibility in not disclosing the true condition of the camera.  Take a look at these other recent customers in May and July that have also had same negative experiences with their company.  [redacted].  4.  They knew I didn't want this falsely advertised re-refurbished camera back because I opened [redacted] claim, Revdex.com and IC3 compliant to get refund, so why did they just put in the mail and think that a solution.  I want FULL refund I am clearly entitled to.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer ordered this item four months ago and then had issues with the product. We acknowledged her issues and asked her to return the camera back to us for repair. Once the item was sent back and we sent it in for repair, the repair center denied the warranty repair on this item as they said...

there was damage caused from a fall or drop. We did not want the customer’s warranty repair to be denied and we had numerous and back and forth conversations with the repair center to try to get this repaired. The process took a long time. In the end we paid for the repair and then the customer created a new A-Z claim and said we sent her a used/refurbished item. This claim was after four months of using a new camera with no issues. The A-Z claim was rejected by [redacted] because they also felt that it was unfair to issue a full refund for a camera that was used for that time period. We denied a refund and sent her back the camera but she refused to provide a new address because she prefers a refund. The item is still in transit back to us after we sent it out initially and now we can only issue her a partial refund because we are receiving an item that was used for four months and repaired. Our return policy is 30 days on all new items and if any issues occur in the first 30 days the customer can return the product for a full refund or replacement. The customer did not claim anything within the first four months of using the product.