Zizo Wireless

I am rejecting this response because:
You can keep it. Never buying anything from your company again. If this is how you treat your customers good luck with staying in business. It's not the money it is the principal. Great customer service!

The client purchased a product for the wrong phone model. There is a few different variations for the J3 phone model. The product wasn't a defect. Our policy clearly states that we will pay to ship the product to the customer, however in terms of returns/exchanges customer has to cover those...

shipping charges as it is a third party company that has execute those actions. Furthermore, if the customer was to exchange the product, we would cover the costs of re-shipping the product to the client. Unfortunately, we cannot cover the costs of return shipping and would be more than happy to accept the return of the product. However, if the customers refuses to return the product, there is no way we can offer them a refund.

The customer has been processed a full refund for order #[redacted] in the amount of $30.64. It may take 3-5 business days for the funds to reflect in their account.Sincerely,Zizo Customer Support

I am rejecting this response because:

Hi [redacted],   I apologize for the inconvenience you received, however nowhere does our product state/guarantee that your phone becomes indestructible. Honestly, if I tried I could probably snap a phone in half while using any industry standard phone cases. There is no such guarantee or...

warranty that we have in place that goes beyond our product to insure the costs of your phone damage. We are a cell phone accessories company, not a cellphone company.I apologize for the inconvenience. Sincerely,Zizo® Customer Support

Upon further review of the customer and pictures provided. The product itself was not defective, but intended to be separated. Customer was under the impression that the layers would not separte and refused to believe it wasn't a defect. Out of good faith and in efforts to provide excellent customer...

service, we absorbed the costs of shipping and re-sending a whole new product to the customer. Customer then claimed the second product was defective. We gladly accepted the customer's complaint and asked them to return the product for a refund. Without returning the product, we cannot offer a refund as it goes against our store policy. Thank you for taking the time to look into this.

Our company does not provide nor advertise any warranty or
reimbursements for physical damages to customers’ phone itself. Although our
cases are military grade dropped tested in a lab, it is not indestructible. Furthermore,
our add-on items, which includes the tempered glass screen, are not...

advertised
as military grade drop tested, only our cases are. Depending on the the
situation that led up to the phone’s fall, its momentum, and its impact with
the ground or another object, it is possible for the case, add-on items, and phone to sustain
damages. While having a case can add additional protection to a phone, it is
not a foolproof way to prevent damages. We can gladly provide our customer with
any replacements to the add-on items and case purchased if they are still
within the 30 Day Warranty.  However, we
cannot be liable for any damages sustained 
to the physical phone itself. Sincerely,Zizo Customer Support

We went ahead and processed a full refund to the customer. Sincerely,Zizo Customer Support

I am rejecting this response because: They sent me a broken case. I am not playing with this company anymore. I've hired an attorney to go after them.

We apologize for the inconvenience. Again we would be more than happy to have you return the product so you may receive a Full Refund. Unfortunately, you would not be able to qualify for a refund without returning the item.

Customer bought the wrong item. Returned it to us used and in opened packaging. Our policy states that opened, returned packaging will be subject to a deduction. Customer was unhappy about that. Out of good faith we offered them a replacement/exchange of the correct item. Free of cost. Customer...

still unhappy and demanded a refund. We went ahead and refunded the item 100%. It takes 24 to 48 hours to show up in their original payment method. Customer then goes and files a Revdex.com complaint, even after their issue was resolved.Here is a screenshot from the customer in regards to their issue being solved.

We understand there was miscommunication between the customer and our agent that led up to the concern regarding the returned items. Out of goodwill, we will go ahead and process a refund for the customer for the items they have returned to their credit card or paypal totaling $31.98. However,...

shipping and handling was a service paid separately and we cannot refund that amount. Sincerely,Zizo Customer Support

I am rejecting this response because:They straight out lied. They...

literally just sent me the refund meaning they did nothing until you intervened. I shouldn't have had to wait that long to get a refund for something that they falsely advertised and sold to me under false pretenses knowing full well that it was useless.

Sorry to hear of your experiences. It is possible your case might have been misplaced or lost in transit. We went ahead and processed a full refund for your order. For future issues or concerns, please feel free to reach out to our customer support team for immediate...

assistance. Sincerely,Zizo

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response, albeit NOT a resolution of any kind,  is satisfactory to me.  I have contacted the executive management of the company and have finally received the resolution necessary to gain closure.  I will NEVER use this company again as their customer service is rude and their business practices regarding their return policy are unethical and could be considered illegal.  Their resolution of providing my refund was not a favor to me as an exception to their return policy.  Rather, it was exculpatory to them in avoiding further legality with regard to this complaint.I have confirmed that the refund they offered has been received and I wish to use this communication to close complaint ID [redacted].Thank you for your help.T[redacted]

Yes, because you purchased the wrong phone model. There is Galaxy S7 and an Galaxy S7 Active. We understand that issues like this do happen because of how similar phone models are named. Which is why we have a policy in place where we do a free exchange. We absorb the cost of re-shipping the correct phone model to you. However, we are not able to honor an exchange and send out another free item, without the return of the original item in its original condition.Sincerely,Zizo® Customer Support

Valid Zizo purchases all come with a 30 day warranty for
replacements. We are able to process a replacement free of charge if the customer
is still within the 30 day warranty and can provide us with a valid order
number. Our Lifetime Product Warranty is sold separately on our website and we
do not see such purchase from the customer as they did not provide any order
information for their case. As such, it is out of warranty. Our customer
support agents did not offer a free replacement and free shipping of the item.
The customer was offered discount codes for the holster (100% off) or case (70%
off) and that does not include the cost of shipping and handling which the
customer was unresponsive to. This is a courtesy offer as the customer received
the item as a gift. We are not obligated to provide such discounts to customers
as this offer is provided under our Lifetime Product Warranty. More information
about our Lifetime Product Warranty can be found here, https://www.zizowireless.com/pages/warranty.
 
Sincerely,
Zizo Customer Support

Sorry to hear about your experiences. It seems one of our agents have assisted you with the orders. We have manually created and shipped the order CCD3446 and it shows delivery recently and have provided you with a full refund for CCD3345. We hope everything has been resolved in a timely...

manner.Thank you,Zizo

Dear [redacted] of the [redacted], As the order's tracking number does show delivery confirmed. At that point, we cannot take responsibility for stolen or misplaced item by the delivery service carrier. We did also send out a replacement package to the customer and they did indeed receive it. However, out of good faith, we refunded the customer's entire order including shipping. Please let us know if there is anything else we can do for you.Sincerely,Zizo Customer Support