PrimeClean CPAP Cleaner Reviews (%countItem)
PrimeClean CPAP Cleaner Rating
Address: 11222 S. LaCienega Blvd, #500, Inglewood, California, United States, 90302
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BEWARE OF THIS COMPANY AND THEIR PRODUCTS...If there was a 0 star rating that's what they would have received. I had to wait almost one month to receive my unit and when I did I received a box that had already been opened. The sealed tabs were opened and it was also missing the sanitizing bag. I assumed the unit was used and I immediately contacted customer service and requested a return shipping label and informed them of the situation. I also requested a full refund as I no longer had confidence in their company or product. I referenced their 30-day money back 100% guarantee which is plainly stated on their website. Joan Eilish in customer service insisted that they do not ship out opened/used products and basically insinuated that I was a liar. She questioned me numerous tiequested a return label and refund. This was within the first 24 hours of receiving the package that I waited almost one month to receive. I made a follow-up call and spoke to another customer service agent and requested a refund and my situation and was told that a rep from second level support would email me. After several days of no response I called again and was told the same thing. I then received an email from Joan that I would need to return the unit and pay for it myself and also pay a 10% restocking fee. I told her again that the unit was opened and used so how can you charge me a 10% restocking fee when you already sent me a used unit. I again requested a full refund and was denied. I again questioned the 30-day money back 100% guarantee but that made no difference. I decided to pay the return shipping and notified Joan that the unit was being returned on my dime and provided them with the tracking information. She responded and told me that now I was past the 30-day refund date and I would not receive a refund. ARE YOU KIDDING ME! THIS IS A SCAM. This is obviously false advertising and based on the other reviews I have read on this website the Revdex.com and the Consumer Protection Agency need to check further into this company because they are obviously ripping people off big time. DO NOT BUY FROM THIS COMPANY!
Hello Mark,
We're sorry for the inconvenience.
The time you returned your order has been over our return and refund policy.
It clearly states that you can only return the order to us 1 month from the shipping date.
We sent our return address last July 07 but you returned it just last August 12.
We could have accepted your return request for a refund if you have sent it back to us 1 - 3 days upon receiving our return address.
Which we included in our email.
We can only send you a replacement as your order is still under our 1 year replacement warranty.
Please let us know. Thank you.
I did not have a problem with the machine not "working", but I did have a problem with the smell it emitted. I started late at night because I am a night owl and knew I had time to run it before going to bed. What I did not count on was the foul odor that woke up the rest of my family who came in wondering if what the odor was. They thought there might be a gas leak in house.
When I finished running, I hooked everything back up and at bedtime turned on my machine and put my face mask on. Uggh! I could not breathe for the toxic odor. I had to break my machine back down, wash it in soap and water, wait for it to dry and put it back together.
This is a terrible device! Do NOT believer their description of "clean" smell. It is NOT. A clean smell would not wake people from their slumber!!
Hello Donna,
The bad smell was caused by Ozone.
Ozone is a naturally occurring gas, it is safe in any environment.
There are a lot of ways for you to remove the smell of Ozone on your equipment.
The ozone smell can be easily eliminated by running your machine for a minute or two prior to use.
Do not use your machine 1 hour after sanitation. You can also let your equipment sit towards a fan to reduce the excess scent of ozone.
You can put a cotton ball with a few drops of your favorite scented oil inside the sanitizing bag after sanitation to remove the smell of ozone completely. You can also do the sanitation outside the house if you do not want to smell the ozone during the sanitation process.
Please try these steps, it will make a huge difference.
Thank you again for your purchase and support.
I ordered this product and did not work. We contacted the company and they called and tried to diagnose why it would not cycle. It would charge but then would not process from there. They said to ship it back and they would replace. BUT, I had to pay for shipping. $18 to ship back, They told me that I would have to pay a 10% restocking fee!! I am shocked that I had to pay to ship back a defective product and then restock fee. I mean are they restocking the defective equipment?
thank you
Hello Teresa,
We're sorry for the inconvenience.
But we'll have to follow our return policy.
We'll refund you as soon as we receive the returned order.
Thank you.
I feel that your refund policy needs to state specifically that customer will pay to ship back even if the equipment is defective and does not work.
I have never heard of a company charging for equipment that does not work. This product was shipped usps on July 21, 2020
Want refund of *** for the PrimeClean. After finally arriving, I asked to send it back unopened. CS said I had to pay shipping + 10% Restock fee.
Husband ordered PrimeClean for my CPAP machine. Waited over a month. I began researching the product, and read the reviews and discovered not only is the customer service a scam operation, but the product usually comes apart, breaks, doesn't work as advertised, etc.
Product arrived when we were both down with COVID, so was not able to refuse it upon arrival...son was getting our mail for us.
Contacted CS on their website. Took over a week to receive a response. *** said I could return the product, at my own expense, as well as incur a 10% restocking fee.
When I called the number listed, it goes to an answering service and they can only relate messages, not take action, The first number I tried was no longer on service!
Contacted *** by email, and told her that as we were I'll, and as I had not opened the box, I expected a return label and no restocking fee.
She answered that was their policy as stated on their site, website. I sent their policy back to her from this website, which she had advised.
I wrote: *** your refund policy written near the bottom of the page reads as follows: "If for whatever reason you decide you are not satisfied, you can easily and quickly contact our helpful customer support (***) to get a refund. We just ask that you at least give the product a 4 week try and we'll refund you, no questions asked!"
I then told her if someone followed that 4 week trial, they would only have 2 days to return the product, and with the reviews I was reading at the Revdex.com, there was no assurance I would receive my full refund with, "no questions asked," as she and I had been discussing this matter through several emails already.
Her response, when I asked the contact info for their CEO or someone in authority who could make a different decision rather than siting what she had been told was to tell me I have two days to return the device at my expense with a 10% restocking fee.
I am now asking the Revdex.com to try to help me receive my full purchase price of *** with no restocking fee. Just want to be made whole, and never have to deal with this company and their fraudulent practices and poor quality products.
Refund of *** with no charge for shipping and no 10% restocking fee.
Hello ***,
We have been responsive to all your concerns.
We sent you our return policy. We charge a 10% restocking fee for every returned order.
Please check here again : ***
We're sorry but we'll have to follow our return policy.
We'll process your refund. Thank you.
Made my purchase of May 13, 2020 and expected to receive package in 10 days. Did not receive product after 3 weeks and followed up with company. They said sorry, they had a problem with shipper during coronavirus outbreak. They said they would make my request a priority. I received a notice that the requested package was shipped by USPS and should arrive June 9, 2020. USPS shows package delivered to my door but no package arrived. Spoke to
PRiMECLEAN CPAP rep and she suggested I go to USPS (their choice of delivery method). I did as suggested and USPS says they miss delivered package priority mailed package. I received letter from USPS and presented same to PRIMECLEAN the seller and sender of the product. PRIMECLEAN says sorry I had an issue but will not resend the product in paid for nor offer a refund or offer to help in any way even though the product was sent by priority mail which is insured for $50.00. Beware....as it appears there are multiple events such as mine reported.
Hello John,
We wish we can help more with the problem.
Your order was delivered to your address, as per USPS.
If the package was somehow got stolen, we will now be responsible for this.
We hope for your kind understanding.
PRIMECLEAN chose USPS to be THEIR shipper and as PRIMECLEAN suggested I provided a statement from USPS saying the package in question was miss delivered on 6-9-20 In an email to PRIMECLEAN that was sent 7-23-20, signed by China Perkins at USPS Office, 27104 zip code. There has been no acknowledgement of this email from PRIMECLEAN. I also asked PRIMECLEAN if the package had been returned to sender and if not they could at least apply for Priority Shipping refund from USPS as shipper with the letter I sent signed by Ms. Perkins. The only thing PRIMECLEAN to do is resend a very badly worded response
PrimeClean response on July 31, 2020 to my bad experience is a repeat of a very badly worded statement that they sent me by email on July 25, 2020. Their original response to my inquiry of "no delivery" was received on July 3, 2020 and suggested I contact my neighbors and the USPS (their shipper of choice) as the tracking record showed delivery to my door on June 9, 2020. I contacted my immediate neighbors. My neighbors did not receive a package addressed to me. I went to the USPS on two different occasions. There I found the package had been missed delivered. They gave me a letter signed by the Manager, China Perkins, of USPS zip code 27104. I sent that signed letter to PrimeClean on July 25, 2020 asking that they resend the package as THEIR shipper failed to deliver the package. I also asked if the package had possibly been returned to the shipper and suggested that they initiate and insurance claim on the Priority Package that had been sent. There was no response by PrimeClean as to whether the package had been returned or my request that PrimeClean (sender) apply for the Priority Package Insurance. PrimeClean Customer Service response to Revdex.com was only a very poorly written paragraph that they had sent me earlier by email.
"We wish we can help more with the problem. Your order was delivered to your address, as per USPS. If the package was somehow got stolen, we will now be responsible for this. We hope for your kind understanding."
I know. I can't believe they didn't even take time to proof the email Still trying to receive resolution and hope there will do the right thing here, meanwhile BUYER< BEWARE
Hello John,
Here's your tracking number :***
It clearly shows that it has been delivered to your address.
We would suggest for you to contact USPS regarding this.
You can file a complaint to them for updating the tracking number delivered when its not.
We wish we can help more. Thank you.
I agree regarding the return policy and customer services. Return policy is deceptive. I originally saw the 30-day return with not problem. I received the unit and used it. It triggered my asthma. I contacted the company and requested the return instructions because the website said to contact them for return instructions. I received an email from the company customer service rep the next day with what appeared to be a generic message telling me to try other things. I replied stating I do not want the machine and have not received a response since. I know the message was received because I got my received notification. Upon researching I see they want me to wait 4 weeks to return. I can't use it today and I won't be able to use it tomorrow. After reading other's complaints, I am scared to wait because I my return window may expire. I will then be out of $109.00. In the meantime I do not have a cpap cleaner.
Horrible experience.
Hello Kim,
Thank you for your comment.
Please check your email again, we have sent our return address for refund.
Thank you.
Purchased one and it did not work. I asked for a refund. They want to charge me a 10% restocking fee and shipping. This is NOT a way to do business!
I would give this no stars if I could. I was sold a defective CPAP cleaning device. It never worked from the beginning After a few tries I was unable even to charge the device. It kept blinking red when a charge would be indicated by a blue light.
There were many unsatisfactory back and forth emails in which I requested a refund and was refused. The main feature of these emails made it clear that the employee did not even read my emails, but made requests I had already noted I had done. Failing a refund I requested a replacement part to be sent out immediatel so I could clean my CPAP hose. I was told they would not refund. They would only replace after they received the returned item. I told them I was in a COVID 19 lockdown situation and was not able to go to the post office and would they please send me a new functioning part and I would return the old one as soon as I was able. To call this customer support is an oxymoron. Their product is useless and their customer support does a misservice to the word "support."
Hello Rima,
Thank you for your review.
We have been responsive to you from the very start.
We received your last email that you returned the item back to us.
We'll assist you further. Thank you.
We apologize for the inconvenience caused.
Prime Clean sent a defective product that doesn't work (it doesn't hold a charge and won't initiate the cleaning feature). Requested return & refund.
On June 12, 2020, I purchased the Prime Clean CPAP cleaner online for $99.99 using my Discover Card via Paypal. The transaction appeared as shipping the device from *** (***). I received the product shortly thereafter.
After two cycles of cleaning and 14 days later (late June, early July 2020) the device stopped holding a charge and no longer worked. I contacted the company via email as allowed via its website, *** , and proceeded to describe the problems and requested the proper return address to return the defective product and get a refund. After a back and forth email exchange, the business ignored my requests and continued to to delay the return in what appeared to be an attempt to draw out an expiration of warranty. I have not heard back from customer service since July 9, 2020. The following contains some of the email exchange after following all troubleshooting guide informatio in an attempt to get the device to work.
Tue, Jul 7, 5:21 PM:
After several attempts to troubleshoot problems associated with your product, it has become apparent that the device is defective. The product will no longer produce the "blue" color cleaning protocol. Only 'Red" and "Green" work and it also appears that the battery itself is defective because it won't hold a charge. Needless to say, I am extremely disappointed with your product and will have to exercise the warranty and return it. Please advise on next steps, address, etc.
Message from *** Wed, Jul 8, 4:37 AM
Hello ***,
Thank you for contacting us.
We would like to assist you for a replacement.
Can you please try to charge your PrimeClean to any Android phone chargers or generic USB cable?
We just want to see if the charger is defective and not giving enough charge to run or the device itself is defective.
If successfully charged, press and hold the start button for 3 - 5 seconds or until you see the blue light.
Please keep on turning it on till it runs for a full cycle of 30mins.
Also, please send us a photo of the back label of your PrimeClean machine. Just for checking purposes.
Thank you.
***
-Customer Support
Reply from ***, Wed, Jul 8, 7:30 AM:
Thanks for getting back to me. Unfortunately, I have already tried all your suggestions before and get the same results. I can't even get the device to turn "Blue" at all. It did for the first few days, but hasn't done so for almost a week now. It simply won't turn blue at all. I will get the photo to you as soon as I am able to later today.
2nd Reply from ***, Wed, Jul 8, 11:13PM: (Photo Attached of Device)
Message from ***, Thu Jul 9, 12:36AM
Hello ***,
Thank you for your response.
We understand.
Can you please send us a short video of the problem that you are having with your PrimeClean?
We'll need this to file a report to our Management for replacement.
We will appreciate it. We'll wait for your response.
***
-Customer Support
Seeking a refund. I apparently will have had to pay for shipping the device back to California, so I at least want the $99.99. I am within the 30 day warranty period.
Hello ***,
We already assisted the customer with the problem.
The return shipping cost will be the customer's responsibility.
Please check our return policy here : ***
We already received the returned order and we are now preparing another shipment for the replacement.
We'll send the new tracking number as soon as possible.
Thank you.
Prime Clean has shipped me two times defective machines & won't credit my account.
1st machine I rec'd early June, I called *** of Prime Clean to tell her I was returning the machine. Her response was I was supposed to take a video on my phone, video I took & still didn't work. So I told her I want to return machine & get my credit to my acct..She said that I couldn't get a credit, because too much time had elapsed. So she sent me the 2nd machine after I sent back the first machine (sent 6/15/20 and She rec'd 6/18/20). 6/30/20 I rec'd the *** machine. I unpacked it & plugged it into outlet to chg.Aproximately one hr & half I tried to run the machine & no results. I called *** right away and told her the problem. I told her I want a credit to my account.This is the second time I had to pay return chgs and its just not right. I think they should pay return chgs.I'm returning the second machine & as of July 1st I have not rec'd my credit!!! The warranty in the manual I got says 90-Days refund.
I want full refund *** I want to be reimbursed for freight charges
Hello,
Good day!
We just want to assist the customer further because we send a replacement if the unit is defective. But we never hear back from him.
Yes he can return the unit back to us for a refund.
We will reach out the the customer regarding returns.
Thank you.
I returned PrimeClean machine, they rec'd it on 7/18/20 @9:38am. I still haven't rec'd credit to my account. Appreciate if you could help me on this.
Hello ***,
Yes we received the returned order.
However, since you agreed for us to send you a replacement. We sent you one and this was delivered last June 30.
Did you return this to us? What's the tracking number please?
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
I got a e-mail saying that a refund was in the process. As of 8/8/20 I have not rec'd refund.
I purchase a CPAP cleaner from primeclean for *** I never received it after numerous attempts to contact this company. No success
Refund Please
I purchased the CPAP cleaner and sanitizer from primeclean. Their website says that delivery would take one to three days. They sent me a tracking number that did not exist. They also sent me a order number that did not exist. After about a week I tried contacting this company to speak with someone about my order, with no success. The phone number that's on their website plays the same recording over and over. Sometimes the message was that phone had been disconnected. I've tried calling texting and email at least 20 times every week. It's like the text messaging and email was being sent automatically through a computer because the response is almost the same every time. I never get to speak with a live person everything is automated. I requested a refund through their website with no success.. this is really becoming frustrating and stressful for me I would appreciate it if someone could help me with this problem thank you.
I'm tired and frustrated with this company and their product they have not delivered on their promise I just want a refund and to be done with this company all together
Hello *** and ***,
We're sorry for the delay. Due to COVID-19 many shipping couriers are affected by the sudden cancellations of flights and shipments.
Upon checking on your tracking number it shows that your order has been delivered last June 17.
We'll contact you to send our return address so you can return the order to us for a refund.
Again we apologize for the inconvenience this has caused. Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
After I threaten to get the Revdex.com involved they finally sent my product. The process and customer service sucks and I would never purchase anything from this company again.
Prime Clean did not deliver a Prime Clean CPAP cleaning machine and sanitizer I order 3 weeks ago. Several calls and emails have not resolved this.
Three weeks ago today, June 11, 2020,I placed an order with PrimeClean.com for one PrimeClean CPAP cleaning machine and sanitizer and paid for this item with a Visa card. The card was charged for $99.99, the sale price of this product, and Chase, the credit card company alerted by wife, the holder of this card, that an international charge had been placed. Though the company issued me a U. S. Postal Service tracking number, for the last two weeks or so, the message when I checked this number has been a label has created but it is not in the system. Having called and emailed Prime Clean several times (the latest was a call I made to their customer support number this morning, June 11, the person to whom I talked gave me what has become the recurring excuse the company have given me both verbally and in writing: though there shipping company had stopped operating, they were supposed to be back in operation the first week in June. The person with whom I communicated by email assured me that my order would be placed in their priority queue and it would be shipped to me via fast shipping. Also, in the last two communications I had with Prime Clean, they claim that though their shipping partner is up and running again, the Post Office does not have adequate transportation to handle Prime Clean packages right now. When I talked to a customer representative early this morning (her name was ***), I told her that I was no longer interested in this product and requested a refund. Her response was that the only way I could obtain my refund for $99.99 was deny acceptance of the package and have the Post Office return it to address on it. Since I have no guarantee that I will receive this package( when will the supposed issue with USPS as their carrier be resolved?) and even if I do, when, this puts me in a quandary and leaves me completely at the mercy of Prime Clean and there asine excuse about the lack of US Postal service transportation. ALL I WANT IS MY REFUND AND I WANT IT NOW!
I do not want this Prime Clean CPAP cleaning machine and sanitizer because they have failed to send to me in a reasonable amount of time and have no idea when it will be send to me. I want them to credit the *** Visa credit card for $99.99, the amount originally charged on this card.
Hello ***,
We're truly sorry for the delay. Due to COVID-19 many shipping couriers are affected by the sudden cancellations of flights and shipments.
Your order is out for delivery today. We understand if you're not interested in your order anymore. You can refuse the delivery. Once we see that it is being returned we'll refund you.
Again we apologize for any inconvenience caused. We hope this does not stop you from supporting us.
Thank you.
The complaint with Prime Clean CPAP Cleaner has been successfully resolved. They credited the credit card on which the original order was charged.
they keep lying about product being at shipper and will not refund money, add says 5-7 day shipping its been over 30
Product was ordered on 5/6/2020, they sent an invalid tracking # that sill is not valid as of 6/8/2020 at 8:47am. I have had endless emails saying that product is with shipper but the tracking number is still not any good. All I want is a refund, but they keep telling me its with the shipper and cant be stopped. When I ask why the tracking number is no good I dont get a response.
I want a full refund
Hello ***,
We're sorry for the delay. Due to COVID-19 many shipping couriers are affected by the sudden cancellations of flights and shipments.
Upon checking on your tracking number it shows that your order has been delivered last June 11.
Again we apologize for any inconvenience caused.
Have not recieved product. Unable to get anyone to pick up there phones.
Ordered and played for prodect on 5/12/20. Said they would ship in about 5 days. Recieved email say it had been shipped 5/20/20.Still haven't recieved. Been in contact with a *** via email. She only gives about same information I get when I speak to a representative which since I haven't been able to talk to. They sent tracking number on may 20th. I have yet to get any tracking information. So am fed up. Already contacted my bank concerning this matter
Want my money back
Hello ***,
We understand. We're truly sorry for the delay. Due to COVID-19 many shipping couriers are affected by the sudden cancellations of flights and shipments.
Upon checking on your tracking number you refused the package. We'll process your refund.
Again we apologize for the inconvenience caused. We hope this does not stop you from supporting us.
Thank you.
I have had extensive conversations with Prime Clean CPAP cleaning device customer service, and have found out some information that makes me apprehensive about buying their product. They claim to have a 30 day return policy, but actually they advertise two different return policies on their website, and customer service claims their return policy is different still.
(1) Return after trying for 4 weeks, no questions asked.
(2) Unused and undamaged return up to 30 days from shipping date. Customer pays return shipping and 10% restocking fee.
(3) Customer Service says one can return a device that has been used, but one needs to carry it out within 30 days from the shipping date, not from the date the customer receives the product. It can take 2 weeks for the product to ship (from China, apparently), so the customer does NOT have 30 days to try out the product. They have only about 2 weeks to begin the return, and that doesn't even account for if there are delays in shipping.
In any case, the customer pays for return shipping plus restocking fee of $10.
HOWEVER, the 30 days is from date the product is shipped to the customer. I asked how long does it take to ship, and I was told "about 2 weeks." So, this means that the customer has at maximum, 2 weeks to return the device. AND the customer has to pay the return shipping plus a restocking fee of $10.
All of these policies make me wary of buying their product, and the complaints on this site validate my concern.
Hello Cynthia,
Thank you for posting a review.
We appreciate you feedback as it will help improve our services .
We will make sure that we will pass *** along to the appropriate department .
Thank you.
ordered a prime clean on 4/19/2020 they still as of 5/29/2020 I still have not received the product it says 5-7 days to delivery and still no product
I ordered on 4/19/2020 order #XXXXX usps tracing #XXXXXXXXXXXXXXXXXXXXXX I have notified them 5 times about the delivery and every time they say it is in transit. They already took money off my card on 4/19/2020. It has been 1 month and 8 days and no product check usps label and it says label created but not in system they say to keep checking every few days but as of today says same thing. I have also told them if the cant deliver to refund my money still to no satisfation. I don't know what else to do but put in a complaint and maybe you can help me get product or refund.
May 19,2020.
Your order is confirmed
We've accepted your order, and we're getting it ready. Come back to this page for updates on your shipment status.
USPS tracking number:
XXXXXXXXXXXXXXXXXXXXXX
Order updates
You'll get shipping and delivery updates by email and text.
Customer information
Contact information
***@yahoo.com
Shipping address
***
***
(XXX) XXX-XXXX
Shipping method
Free Shipping(5-7 Days Delivery)
Payment method
Mastercard ending with *** - $99.99
Billing address
***
***
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Product image Description Quantity Price
PrimeCleanTM CPAP Cleaner And Sanitiser - primeclean1
PrimeCleanTM CPAP Cleaner And Sanitiser
1 $99.99Scroll for more items
Would like the product or a refund my patience is at ends wit.
Hello ***,
We're sorry for the inconveniences caused.
You order might have gotten lost during transit.
We'll refund you.
Thank you.
I ordered the product on May 25th. I have received a tracking number and to this day that tracking number on the USPS website says "A status update is not yet available on your Priority Mail�® package. It will be available when the shipper provides an update or the package is delivered to USPS. Check back soon.", I have been in contact with the company via email numerous times about the tracking of my package. They have stated that due to the covid-19 issues the USPS is working on delivering the package is as fast as I can but they do not have enough people. I should have had my product by now and I have requested a refund. Upon requesting a refund I have received an email from the company stating that they would refund 10% of my purchase price for my inconvenience, but the problem is that according to USPS the label has still not been created and the product is still not on the way. At this point I'm not sure exactly what to do as I have been waiting on the product for almost 3 weeks.
Hello Erik,
Upon checking on your tracking number, it shows that your order has been delivered.
We're sorry for the delay. Due to COVID-19 many shipping couriers are affected by the sudden cancellations of flights and shipments.
Thank you for your patience.
Customer Not Honoring Claim/Disclaimer on Website
I do not believe that PrimeClean is honoring the disclaimer and return policy on the website.
Here is a summary of the issue. The link that I saw advertising the PrimeClean CPAP says in a disclaimer:
Disclaimer
This disclaimer states there is no guarantee of specific results and each person's results may vary. However, PrimeClean does offer that if you try the product for 4 weeks and do not see measurable results or are unhappy with the product you purchased for any reason, we will refund your money.
Clearly the disclaimer gives me from 4/20/2020 to 5/18/2020 for my trial
Link to website - info at the bottom of the page: ***
The return policy from the home page says:
RETURNS
We accept returns of unused and undamaged items for full refund or exchange within 30 days of original ship date. Refunds will be made in the form of the original payment.
Please note, the customer will be responsible for the return shipping cost and a 10% restocking fee will be applied in every returned order.
To request one, contact us at ***@myprimeclean.com and we will provide you with instructions.
My Timeline for ORDER #XXXXX:
Order Product 4/10/2020
Shipped Product 4/14/2020
Delivered Product 4/20/20
Emailed Support to Return It 5/11/2020
*** (***@myprimeclean.com) denied the claim saying the return had to be made within 4 weeks. Clearly the website disclaimer and return policy do not agree with ***'s interpretation of the return policy.
Simply honor the disclaimer and allow the refund\return.
Hello,
Thank you for informing us about this problems.
We received an email from the customer last May 12 about wanting to return his order because he cannot tolerate the smell it gives off (its a CPAP cleaner).
We assisted him with the problems, we sent instructions on how he can eliminate the smell, but he's still not satisfied, he wanted to return.
However, our return and refund policy has ended for his order the time when he contacted us. It clearly indicates on our return policy that he can return the item to us 1 month from the day he placed the order. He ordered last April 10th and he contacted us May 12.
We hope for your kind understanding but we cannot accept his return request due to our return policy.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
The website lists two different return policies - one says "PrimeClean does offer that if you try the product for 4 weeks and do not see measurable results or are unhappy with the product you purchased for any reason, we will refund your money." the other says to return it "within 30 days of original ship date" - the original ship date was 4/14 and my return request was 5/11 - either way this company is choosing not to honor it's return policy
Hello,
We're sorry but the customer's return request is over our return policy.
Please check our return policy here : ***
We hope for your kind understanding.
If I could give ZERO stars to this company, I would. This is one hapless and deceptive company. I am in the middle of the same experience as John G and Mike T. I ordered the CPAP cleaner on May 22, also paid the extra charge for 1 to 3 day shipping - an now, on June 11 nothing has happened. The tracking number they gave for the Post Office says the "label was created" but it has not even been delivered to the Post Office. No updates from them either.
As far as their ripoff return policy goes, it surely was not prominently displayed or disclosed. This is a very shady operation. Is Bernie*** on the board of directors?
Hello Mark,
Thank you for ordering to us.
We sent you an email for the status of your order.
We understand your frustration. We are doing everything for your package to be delivered soon.
Due to COVID-19 many shipping couriers are affected by the sudden cancellations of flights and shipments.
Your order has shipped and is expected to be delivered by June 18.
We hope for your patience and kind understanding.
Ultimately, the unit was delivered - but nearly a month late after I had paid extra for 1-3 day delivery. While I would raise my rating to 2.5 stars, I believe that the company could do much more in terms of explaining UP FRONT the delivery issues and instead of referring to the "fine print" 10 percent restocking charge for returned items. Under their terms, effectively you will pay 10% of the cost even if you return it for problems or defects that cause you to decide you do not want the item. Now I hope it works.
Website changed their return policy on line once they received my returned item.
I purchased the prime clean cpap machine cleaner knowing I had 30 days , If not used, to return an item to get a 100% refund.. I DID return the unused item within 30 days and they did receive it... The company sent me an email stating they were going to reimburse me less a 10% restocking fee... Their website NEVER stated anything about restocking fee. I called them and they asked me if I took a picture of their website stating 100% refund.. I told them no, but I will.. When I looked it up, they added that one sentence "stating a 10% restocking fee ". One paragraph it states 100% refund. And then they added their additional sentence of "10% restocking fee.. I have received my refund EXCEPT for the restocking fee.I called custom service many times and they got in touch with "upper management" several times but now "upper management won't even respond to their own employee who is trying to help me. It's amazing how the "upper management" in this company won't even contact a disatified customer. This company has lied about the 100% refund return policy . BTW, the restocking fee is only *** BUT that *** is my money not theirs!!!.
I am looking for an additional refund of *** that is my money. They changed their website after they received my return and added a sentence stating they were going to charge a 10% restocking fee.
Hello,
Good day!
The return policy on our website has been there since the beginning. We didn't change this just for the customer's case.
It clearly indicates that we charge a 10% restocking fee for every returned order.
The customer don't want to accept that. We're sorry but this is our return policy.
Please see attached file when we forwarded our return policy to the customer.
We hope for your kind understanding. Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
On their website it says you can return the item within 30 days and not used and get 100 refund. That is EXACTLY what I did!. How can they explain a 100% refund if there is a stocking fee. YOU CAN'T! The stocking fee is an additional line that was added in their return policy. Its not even in the same paragraph.
Hello,
Here's our return policy: ***
It clearly indicates there that we charge a 10% restocking fee for every returned order.
Thank you.