Sphero, Inc.

Complaint: [redacted]
I am rejecting this response because:The company will not admit their fault in false advertising and provide a refund given that I received this as a gift.
Sincerely,
[redacted]

Hello [redacted], First off I want to apologize for the experience you have had with our company, it is not how we do business or strive to treat our customers, and for that I cannot apologize enough. I was in contact with your wife, [redacted], in December and made sure you were taken care of. Everything...

was delivered, according to UPS tracking number [redacted], on 12/23/15 at 8:53 AM and your order was refunded in full on 12/17/15 for the amount of $129.99. If we can help with anything else at all, please reach out to me directly at [redacted] All the best, [redacted]

Initial Business Response /* (1000, 6, 2015/10/29) */
Please note, we cancelled this order which should void the PayPal transaction. Additionally, we shipped the product to the customer as well because of all the difficulties she experienced with her order. If you require any additional...

information, please let us know.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as I know the case was closed from PayPal and the money was credited back after no response for two weeks from the seller. As I had escalated the case prior due to not receiving item nor any more responses from this company as I had purchased the item.
October 28th I received a package opened the label because I could not see what it was, says from Boulder Co. I wonder what did I order? I thought oh wait, this is from sphero. Box has stayed closed as the case is closed and I can see PayPal refunded me the money. Now two weeks later after refund and my complaint here is the sphero! Yesterday the 29th I receive an email from sphero that says "well shoot your order has been cancelled." It says either I cancelled it and if not, it may be due to a credit card declined.
I never heard from sphero and unsure where this email came from. A sphero arrived on the 28th of Oct and now an email on the 29th telling me order has been cancelled. This order was placed on Sept 3rd. So I'm not opening the box in fear for a huge bill or a hit to my credit card after this email being received I'm in a quandary of what to do. Do I keep, do I pay, or will I be sued? This whole transaction is a mess. That email should have come Oct 17th or in that window frame saying my order was cancelled and money was given back to my account two weeks ago. Not after you send me what I would assume is the droid. Box is unopened. What am I to do with it now?
Final Consumer Response /* (2000, 11, 2015/11/17) */

Initial Business Response /* (1000, 6, 2015/12/23) */
Hello [redacted],
I sincerely apologize for the challenges that have impacted your order. I took ownership of this situation and overnighted your order from our warehouse in California. That was delivered today at 9:30 AM this morning with UPS...

tracking #[redacted].

Please don't hesitate to contact me with questions or concerns.

Thank you so much,
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 8, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Did receive BB-8 referenced in company's reply on 12/23/15. Did not receive Sphero 2.0 until 12/28/15, well after the guaranteed delivery date. Company has promised to refund amount of purchase.

Hello [redacted],  I want to start by apologizing for everything you went through to receive your order. It was unacceptable on our part and we do not do business that way. I took a look at your order and it appears that your order was delivered on 12/28 at 10:08 AM (UPS...

tracking [redacted]), but I also went in and issued a refund for that as well ([redacted]). If we can do anything else at all to turn your experience around, please let me know. All the best, [redacted]

Hello [redacted], I am so sorry for everything from what happened to your order to the name mix up in the previous message. It was disrespectful to you as a customer and as a person. I went in and refunded your other order (#[redacted]) for the remaining $149.99. As for those items that didn't arrive, I am shipping those and handful of other accessories to your address with UPS Next Day shipping. If you do not want these items, I implore you to donate them to a local school or charitable organization. I know that your trust in us as a company has been shaken, and it pains me that we have done wrong by you and hope that what little trust that's left can be rectified in one way or another. Please don't hesitate to reach out to me directly at [redacted] with anything at all. All the best, [redacted]

Initial Business Response /* (1000, 6, 2015/12/21) */
Hello [redacted],
My name is [redacted] and I reached out to you personally and shipped your order with expedited shipping. Your tracking information is [redacted] (see attachment). I also refunded your order for the full amount of your...

purchase and that should be reflected in your bank statement within a few business days depending on how long your holding bank takes to process credits.
I will also email you detailing this information.
Thank you!
Best,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This issue was resolved after [redacted] stepped in to assist

Hello [redacted],  I want to start by apologizing for everything you went through to receive your order. It was unacceptable on our part and we do not do business that way. I took a look at your order and saw that it did not make it to you until 12/31 (UPS tracking [redacted])....

Because of this, I have gone in and refunded your order for the cost of the robot you purchased ($99.99, see attachment) which you will see credited to your account in the next few business days depending on your holding bank. If we can do anything else to right these wrongs, please don't hesitate to reach out to me directly at [redacted]@sphero.com. All the best, [redacted]

Hello [redacted], I want to start by apologizing for everything you went through to receive your order. It was unacceptable on our part and we do not do business that way. I took a look at your order and it appears that we delivered your items on 1/2 at 9:36 AM (USPS...

tracking [redacted]). I also just went in and refunded your order for the full amount of the purchase ($149.99), because we simply didn't deliver on our promise to you as a customer (see attachment). If we can do anything else to turn your experience around, please let us know. All the best, [redacted]

Initial Business Response /* (1000, 9, 2015/11/12) */
I can't apologize enough for the negative experience and poor customer support she received.
As far as the issue with placing two orders goes, we cannot place order for someone, so this may be an isolated case of a bug with our checkout cart...

and has been brought to our development team's attention.
Attached are two screenshots, one of the two orders showing a "Refunded" status, the first order was refunded on 10/27 and the second on 11/3, and the second screenshot showing the last communication made with [redacted] where our agent attached two return shipping labels.
Again, I can't apologize enough for this experience and please reach out to me directly at [redacted]@sphero.com with any further questions or concerns.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)