Stellar Data Recovery, Inc.

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.
Thank you everyone who was involved.

Hi,As the customer is not satisfied with the product , we have refunded the complete amount to the customerRegardsStellar Data Recovery

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. I have received a full refund from the company. 
Regards,
[redacted]

I am rejecting this response because:
We have already attested to destruction of the software on FOUR occasions. We have no intention of signing their special form that would require legal review. Their policy at the time of purchase did not inform us of the need for any special processing or legal involvement for a refund.THE SOFTWARE DOES NOT WORK FOR ITS INTENDED PURPOSE - IT DOES NOT MEET ITS ADVERTISED CLAIMSNEVERTHELESS WE HAVE DESTROYED ITTHIS IS THE FIFTH SUCH NOTIFICATION

This has become inconvenient for me, and if this issue cannot be resolved I can't consider this product as useful
I have attempted to repair the photoshop file as the standard procedure, but I have the same issue from the beginning of the file.
I am unable to open the file with an "unexpected end-of-file was encountered" problem
This has been ongoing, I have attempted to fix this all day but this program has not proven its worth.
I have made many attempts through contact via email, sending screenshots in order and writing down my procedure of how I've been trying to repair file, 2 calls to fix this issue and I have nothing to walk away from this.
It's only been less than a day and I'm completely unsatisfied with the product, I believe I have the rights to claim my money back.
I was falsely advertised to believe that this program has the features capable to repair PSD's, and yet I still sit here with a completely broken PSD, unuseable.
I do not have excess money to my disposal as a student, and I would prefer it that I could use that money on something wiser than a disposable program that's of no use to me
I did ask for a refund, yet I am wary with the unsatisfied reviews of customers that have been flooded here so I feel I have nothing left but to complain aboutt this so something can be done before it's too late.

Review: I needed to repair an access database. I found this software on the internet and downloaded the demo. It just showed that it found errors and implied it would repair the file. The demo version does not do any repairs. I contacted them and they said the full version would repair the file. When my client gave me the go ahead to repair the file, I purchased this software. It did not repair the file, it in fact made it worse. The file functioned before the repair, but had some minor issues. After repair with this software it does not work at all. I contacted there tech support and they just ask a lot of questions. I answered them and then they moved it to advanced tech support. They did the same, just asks questions, but nothing to try and do to resolve, The software has no options, just select file and press repair. There refund policy they claim is that if they cannot repair the file they will refund. Next they asked for me to send them the file so they will repair it. My client will not allow me to send them the file as it has proprietary information. I keep asking them to provide me with any other steps to have their software repair the file and they will not offer any, they just keep telling me to send them the file and no refund. I asked for a refund less than 24 hours after purchasing this software. I feel there practices are very deceitful and improper. Eventually I called Microsoft and they repaired the file.Desired Settlement: I am not really concerned about a refund. My main objective is to make other consumers aware that this company is a scam and does not provide a product that works and will not properly stand behind their product.

Business

Response:

Hi,We have reviewed the case thoroughly and below are the details,Customer purchased our application Stellar Phoenix Access Database Repair through below website [redacted]Our website clearly states the * Disclaimer - Demo version of Stellar Phoenix Access Database Repair software provides preview of recoverable database objects after repair. To recover the database, you need to purchase the license.The application did the complete job by repairing the exact same data as per the preview in demo , The file is also usable as per preview in Microsoft Access Customer is using a customized application to use the database, we advertise our product for the repair of access file that can be used in Microsoft Access due to which we are unable to provide a solution here as we can support to open and use the file in Microsoft Access exactly as per our website.We even asked the customer to share the file with us so we can go an added step to give him a solution however it was denied. We were ready to provide him a secure FTP to ensure data confidentiality. We have responded to each and every query of the customer however as the customer is not satisfied with the application , we will be more than happy to give him a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if they provide me a refund that is satisfactory to me.I told them many times that in using the demo it implied that it would work, and that is why I proceeded to purchase. I also told them many times that my client would not authorize me to send them the file due to confidentiality. I asked for them to provide me steps to follow in using their software to repair the file.

Review: I accidentally deleted some important video files from a memory card of mine. Upon recommendation from a few legitimate websites, I decided to use Stellar Data's Mac Recovery Software. When I went to their website, it told me to download the trial version to see if the files could be recovered. I downloaded the trial, scanned the card and it successfully found my files. When I went to preview the files, I got a message saying, "No preview available for files having size greater than 10 MB." This message gave me the impression that my files were intact, but that the trial version was limited to 10 MB. So I purchased the full version. I then scanned the card and tried to recover the files using the full version, only to find that they were not recoverable.

I sent an email to their support explaining the situation and asking for a refund. They asked me to provide some information on how I scanned the drive and what errors I got. Over the last week I have sent 5 emails with screenshots and answers to their questions, but each time the replies are handled by a different person and asks me the same set of questions. In my last email I asked to talk with a supervisor, but that request was ignored and they again asked me the same set of questions. I am very disappointed in both the product and the customer service.Desired Settlement: I feel like the trial was misleading. I would like a refund of my money.

Business

Response:

Hi,As the customer is not satisfied with the application , we have refunded the orderregards

Review: I purchased their product. It did not work how their website said it would. I've been trying to contact them over and over again for a refund, however each time I reach a new person and am thrown through loops trying to get anyone to act on my refund. When I tried to contact technical support to fix my issue they tried to charge me an extra $80 for help just because I was using a Macintosh and not a Windows computer. This company just seems to want to provide the least helpful customer service ever so that it will annoy their consumers and they will just give up.Desired Settlement: I want to be reimbursed in full for the amount I spent on this product.

Business

Response:

As customer is not satisfied with the product , we are refunding the order right away. We have informed the customer about the processing of his refund as well.

Review: On Saturday, Nov 15, 2014 I purchased a Software from Stellar Data Recovery, Order Number:[redacted] The software does not work. I contacted several times via email the Tech Support, receiving only excuses and delays. I spend a great amount of time trying to resolve this issue with them.

On Monday, Nov. 26 I received an email from a [redacted] that was really contradictory. First, he stated that Stellar Data Recovery team never tested the software that I purchased with [redacted] operating system. I was assuming (because he was not including any other steps) that he was unable to provide further assistance to solve the problem that prevent the use of the software. But, on the other hand he was indicating to me that I won’t qualify for a refund because the refund could only be processed in case, “if we (the company) are not able to provide you (me) with any support”.

I can clearly see only two outcomes for this issue. #1 – Stellar Data Recovery provides me an immediately solution for a software that is promoted as “Compatible with the latest [redacted]” –or- #2. The company refunds me the money. They failed with the first (provides me an immediately solution) and refuse to proceed with the second.Desired Settlement: At this point I want my money back.

Business

Response:

Hi,As the customer is not satisfied with the product , we have refunded the complete amount to the customerRegardsStellar Data Recovery

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I was looking for a software which would allow to recover SQLAnywhere corrupted database. I have one with version 16. I found Stellar Inc. is offering program on website. I downloaded trial version to my computer and ran it. Program recovered my version of file quickly, and showed all data on screen. However, since it was a trial copy, it would not allow me to export and save recovered data. It showed a message "This is a demo version you must purchase a license to save data". So, I did. Once I paid and registered new copy, I tried to run it again. As first time, program quickly recovered all data and showed on screen. However, this time it would not proceed further because of unclear reason. I was in touch with help desk with one week and they could not solve problem. Eventually I figured it is because I have version 16 of database, and they support from version 9 to 12. It says on web site. But it never said in program. I told them, that this is misleading and false statement "to buy license" if I want to save data. If program does not deal with the version of my file, it should never go ahead and get to the point of suggesting me to buy a license, it must clearly indicate "this version of file is not supported". Instead it showed all recovered data on screen and made me feel it is supported. Well, support team wished me a good luck and asked to feel free to contact them for any other issue.Desired Settlement: I am a software developer with 25 years, and I know well that it would cost nothing to Stellar to add support for the version of file I have, I suggested that to them, otherwise I ask for full refund.

Business

Response:

Hi,We have already accepted the refund request of the customer yesterday itself.The refund has already been processed and a refund confirmation email has been sent to the customer RegardsStellar Data Recovery

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you everyone who was involved.

Review: I ordered their program on 04-12-14 to recover a picture. Their program could not get back the picture I was looking for. So I emailed them and explained that I could not get back the picture I was looking for and wanted a refund. Since then they have done nothing but give me the "run around" and are not honoring their own policy of 100% customer satisfaction ,30 day money back guarantee . I have been patient and waited the 28 days they stated will take for a refund to process, I have waited 35 days and sent them a email on 05-15-15. I have saved every email between myself and this company. I am frustrated and tired of going back and forth to no avail, that they are not honoring their own policyDesired Settlement: I just would like a refund back please

Business

Response:

The customer has been fully refunded on 6/3/2014

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I was unable to recover some missing photos I'd accidentally written over using this software, but the company refuses to honor their money-back guarantee.

Their return policy says a customer is entitled to a refund as long as the following conditions are met: 1) That the customer was able to preview the data using the free trial version of the software but then unable to recover it, and 2) that the data was still unable to be recovered after seeking help from the support team. I met both of those criteria and was totally cooperative throughout the tedious process of working with the support staff - answering their questionnaire and sending screenshots, as requested, to prove my case. They took forever to reply to my emails (I bought the software, tried it, and requested a refund within the span of a weekend, but have been dealing with their customer service for almost two weeks now) and just kept saying that the product had a lifetime license and I could use it again.

I purchased this software in good faith, but it simply didn't work for my situation. I have been nothing but polite and cooperative throughout this entire process, but it's clear from their automated responses that the money-back guarantee is just a scam they use to get you to buy the software.

I have numerous emails I can give as evidence if needed.Desired Settlement: I would like a refund in the same form I used to pay them.

Business

Response:

Hi

As the customer is not satisfied with the product , we have refunded the order

Regards

Stellar Data Recovery

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: We tried the trial version of their software to recover some files that were deleted on our video camera. Images were found which indicated that the files had been found. When I came to the preview screen it disappeared quickly when clicked upon to see my files it took me to the purchase screen, I was not able to get back to preview screen and this made me believe there was some files there to recover. It turns out this was just a scheme to get me to buy the full version. After I paid the for the full version the software says it cannot recover the files. Surely this was known beforehand because the response from the company when I asked for a refund was that "the trial version is the same as the paid version" (in order to see files you have to pay them). In other words if there is nothing to recover you can pay us to tell you (yet they show you images of the your files to sucker you into paying them. THIS IS A SCAM.

When I asked for a refund I was told they would not give me one because their software is just fine and we can keep the software for future use.Desired Settlement: I just want a refund. Reports on the internet show MANY people have been ripped off by this company. Why are they able to continue doing this?

Business

Response:

Hi,

As the customer is not satisfied with the product , We have refunded the full amount to the customer

Customer has been sent an email as well for the same

Regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Stellar Info is a scam you can google it and numerous reports on this India based company does not honor their refund policy. When ordering their products it stats 30-day 100% money back guarantee if their product fails and if you contact customer support which both are true I bought 6-13-13 I have numerous e-mails I have sent CS starting 6-14-13 and they cannot help me with my problem they don't understand that their product ruined my only chance to recover my lost video this has been going on for days now and they keep replying we cannot refund you and give me a refund policy that was nowhere to be found when ordering this product. This company is a scam it's bait and switch. My problem is they set default setting to 10MB so if you recover a video/file that is 25MB and you don't know how to change it (and by the way it took me hours to find out how to change the max file size, you have to go through multiple steps to change it and if you didn't know, then you would never find it) you can only recover a video 1 time so you get 1 shot and screw up like I did only recover 10MB of the 21MB video file your left with half a video that you can no longer get back. Like I said their raw recovery is set to 10MB and the preview shows that the whole video is 11:15 in length yet it only plays 5:30 because the file was 21MB, it was my first time using this broken software and didn't know the default was 10Mb so I'm screwed now. Their software is broken and and ruined my long lost video. I know this because after I recovered the file and it only played 5:30 I was furious so went back on the software and fooled around with it and finally changed the file size bigger than the file was and recover the video and it played fine. Their product failed and I want a refund. Their customer support is a joke and beware I've done everything they have asked me to do and then denies me a refund this company is a scam.Desired Settlement: I want a full refund due to the fact their product failed recovering my video full

They changed their address on their website www.stellarinfo.com it has

[redacted] NJ [redacted]

as being the address

Business

Response:

Customer was provided a full refund on 7/2/2013

Review: Purchased a recovery program on 12/11/2013 from Stellar Recovery to recover a program of video that I accidentally sent to recycle bin, in hopes of recovering said video.

The cost of the program was $66.94.

Tried to recover the said video program, in addition was over an hour and a half of video. The only part that the program would recover was under 2 seconds worth.

The company specifies that there is da money back guarantee on the product, so I sent in a request for a refund.

Their reply was that a refund was not the option, to try various tasks which I wrote back to them explaining that everything was attempted, and that it only recovered a very small amount.

Few days past :I get the message that they could not find were I had ordered their product, and they requested info on the order.

I submitted a user name given me when ordering the product [redacted], and in addition Key [redacted].

Received a messages back in a day stating that they found the order, but however are requesting the same info of what they were originally informed of, in addition they wanted a snap shot of the video, which I informed them that the video was useless to me of something that was an hour and a half in length originally and all that their program recovered was less than 2 seconds in length which had no use to me so was deleted. They seem to think that I am lying.

All that I have been requesting is my refund, and they keep on giving me messages of no value, which I just received another one just recently asking for the snapshot and other non pertinent information request.

By the way, the less than 2 seconds of video which their program recovered did not even have sound.

The program that I wanted was John F. Kennedy Funeral, originally broadcast of NBC on November 1963. There is doubt that I can see this program rebroadcast at a latter date.

All that I want is for the company to honor their 30 day money back guarantee. The program does not work.Desired Settlement: Desire that the company honor the refund amount of $66.94 that they specify a 30 day money back, and besides stop giving me the run around.

They seem to think that I am lying. But I have explained to them many, many times that the program does not work.

I am a veteran of 21 years in the U.S. Navy, and I was also taught by my parents, never to lie

Review: I am having trouble with Stellar Data Recovery for QuickBooks. The software doesn't work for its stated purpose, tech support is not helpful and sales support requires you to fill out forms to attest to the fact that the software that does not work has been destroyed - as if someone would want to use software that doesn't work. I have told them multiple times that the software has been destroyed yet they won't provide the refund."Desired Settlement: Refund requested

Business

Response:

HiWe apologize for the inconvenience caused.We have already accepted your refund request however in order to process your refund we have asked you to fill the document which states that the license is cancelled and you shall not use the license anymore.We understand you have destroyed the product however this document is required for us to complete the refund process , As it states the termination of the license.As soon as we receive this document, we will be happy to process your refund.We request you to send us the letter of destruction for the license so we can process the refund to your account RegardsStellar Data Recovery

Consumer

Response:

I am rejecting this response because:

We have already attested to destruction of the software on FOUR occasions. We have no intention of signing their special form that would require legal review. Their policy at the time of purchase did not inform us of the need for any special processing or legal involvement for a refund.THE SOFTWARE DOES NOT WORK FOR ITS INTENDED PURPOSE - IT DOES NOT MEET ITS ADVERTISED CLAIMSNEVERTHELESS WE HAVE DESTROYED ITTHIS IS THE FIFTH SUCH NOTIFICATION

Business

Response:

Hi,We are processing your refund by accepting this reply as termination of license and destruction of the package.The letter we were providing you only stated that license is terminated and you are no longer authorized to use the product The refund is issued from our end and will reflect in your account in 3-4 business days RegardsStellar Data Recovery

Review: On the weekend I made 2 purchases of pst to mbox for MAC(accidental) and Windows and need a refund for them.

I have NOT installed the software and have NOT used the unlock keys (License).

MyCommerce

order # [redacted]

order# [redacted]

case#[redacted]

DRI*STELLAR*PHOENIX*SW

I have contacted support USA (Support) -- ###-###-#### and all they do is submit a ticket to "Orders Department" [redacted] 2x explaining the situation but "Shipla" (representatives name) says this to me. COMPLETELY IGNORING MY STATEMENT IN THE SUPPORT TICKET.

"Hi,

Thank you for your email.

I would like to inform you that Orders department is not available on call, you may contact us only through email.

Also I would like to inform you that our software comes with a lifetime license and so you should keep the software with you for any future purpose. I suggest you to please keep the software with you as it is not meant for only one time recovery/repair. It carries a lifetime license which would certainly help you in future and along with that we provide unlimited technical support to all our valued customers.

Hoping for your kind cooperation.

Thanks,

Shilpa

Stellar Data Recovery"Desired Settlement: I am an honset person and I feel that I have been taken advantage of. I would like a full refund of $58.00 USD

Yes I did purchase the software but I have NOT used the 2 unlock keys.

These Keys (licenses) CAN be removed from the database so no one can use them.

I do not wish to use their software.

I have not installed the software

I have not used the keys

I do not need the product now or in the future

Business

Response:

Hi,The customer has contacted us with our case number as [redacted] , His issue was related to dual purchases of our application Stellar PST to MBOX converter.Customer has made one purchase for Windows and one purchase of MAC , He mentioned that he doesnt have a MAC machine and hence need refund, We have happily agreed to refund the purchase of MAC version as the customer doesnt have a machine to use the same .However , Customer now wants the refund for both the products stating he hasnt used both of them and dont need them anymore.Our orders department has informed the customer to keep the Windows Application as there was no valid reason for this refund request.We are still more than happy to refund the wrong purchase to the customer RegardsStellar Data Recovery

Consumer

Response:

I am rejecting this response because:

I want ALL of my money back. I want $58.00 USD.I have NOT used Keys.I will NEVER need softwareand morally and ethically this is stealing and your company should be ashamed oftreating their customers this way.PLEASE CREDIT MY ACCOUNT AND REMOVE KEYS FROM YOUR DATABASEREMOVING KEYS WILL ENSURE THAT NO ONE USES THIS INSTALLATION

Business

Response:

Hi,As the customer is not satisfied with the product and no longer wants to use it , we have refunded the complete amount to the customerRegardsStellar Data Recovery

Review: This is a direct quote from the product's website :

"One Stop Solution for Mobile Phone Recovery - Don't fret after losing your esteemed pictures and video collections on your mobile phones, have the software do it all for you with a minimum effort. Recover everything stored on your smartphone's internal storage or memory card with this exquisite utility on hand."

I have an old blackberry that no longer works, so I was extremely excited to buy this product and recover all of the pictures that I lost when the phone died. When I attached my phone to the software, it came up with a message that said "no data found". I emailed customer service and they told me this:

"We regret to inform you that the Stellar Phoenix Photo Recovery software does not support recovery from the internal memory of mobile phones."

The only reason I bought this program is to recover the lost data from my phone, which it is advertised to be able to do, but it does not. I asked customer service for a refund on their faulty product, and they told me that it is against their refund policy and refused.

In addition, I bought this program in a bundle with another program that is supposed to fix distorted pictures, which of course it does not. It actually makes the pictures worse.Desired Settlement: I work part-time as a hostess and go to university full time. I make very little money, and I need all the money that I have. It would be worth the money if I could retrieve my lost memories, but I cant afford to have my money go to useless programs that don't even work. Please get my money back, this is very unfair.

Business

Response:

Dear Customer,

As you are not satisfied with the product , we are providing you a full refund.

The same will be reflected in your account in 3-4 business days.

Please acknowledge the same so this complaint can be closed.

Regards

Stellar Data Recovery

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for your help. This business was very reluctant to comply to their own terms, but did so immediately upon your request. This is very much appreciated.

Review: I bought software from the company which states it has a 30 day guarantee. After numerous attempts to get the software working, their level 1 & level 2 tech support was unable to resolve the issue & requested I get a refund from another department. The refund department flat out refused, although I meet their conditions for a refund. I am also appalled that a foreign company in India is claiming to do business in New Jersey, when in fact their operation is located entirely in another country. That seems fraudulent at best deceptive. When I did need help with the level 2 support, on multiple nights I was requested to stay up past 11:30 PM to be in the correct time synchronicity as India, which is the time those techs worked. Mean while I have to wake up in the morning in my time zone to be ready for business, after I stayed up until 3 AM with these people in India.Desired Settlement: I desire a refund as stated that I am entitled to.

Business

Response:

Hi,We are accepting the refund request of the customer as he is not satisfied with the solution provided.RegardsStellar Data Recovery

Review: The website advertises the 30 day money back guarantee. When you click on the blurb, the only requirements are failure to retrieve data and that you must have contacted technical support. I asked for my money back having met both those requirements. They responded that I did not meet other requirements and therefore could not receive a refund. The other requirements were nowhere on the 30 day money back guarantee ad page.Desired Settlement: Full refund as advertised.

Business

Response:

The customer has been fully refunded on 05/20/2014

Consumer

Response:

This issue has been resolved. I was refunded. Thank you