EIOReviews of eio.com

Response from EIOMay 11, 2022

Tracking 9400111202508312608498 shows order delivered on April 6.

Response from EIOMar 17, 2022

The customer's review contains DEMONSTRABLY FALSE and thus defamatory information. First and foremost, the tracking for the customer's order shows it was delivered on March 17, 2021 which proves that her claim of "Order not received after having to contact about it" is 100% false. She also states falsely that "Impossible to contact company via phone no one ever answers" and we do provide phone support, however, we are a small business with limited staff and we respond best by email.

Response from EIOJan 20, 2022

Update: 1/28/22 - After multiple attempts to reach the customer to work things out (our first contact with him he seemed very keen to work the matter out) we have yet to receive any response since the first contact. The one time we got through to him, he hung up on us, we thought it was accidental, however it appears as though he is actively avoiding our contact so as to not have to work the matter out. Seemingly, yet another example of the problems with review platforms like this where customers would rather rip a small business than actually resolve the matter. This is what's wrong with America today. Previous reply Upon seeing this review we reached out to the customer for more information so we could address and fix the problem as we prefer to work with customers to resolve prior to bad feedback but since he left feedback first, we opted to still see if there was something that could be done. The customer explained the country of origin was different than advertised so we immediately fixed that issue. Oftentimes manufacturers change the country of origin and do not inform us and we sell thousands of SKUs it's virtually impossible to keep updated when a manufacturer changes something. After explaining this, the customer seemed to be understanding and expressed a desire to return the order for a refund. After a brief conversation with this buyer we had apparently come to an understanding and the customer was amicable to returning the order for refund and we sent a prepaid mailing label for return. We advised the customer he could do so for a full refund and we sent him a prepaid label as a good faith gesture towards resolving the matter. Our initial conversation with this customer was positive and looked as though we were going to resolve the issue. However, ten days passed and we had not seen the returned items so we reached out to the customer to inquire about returning the order. Immediately upon identifying ourselves, the customer hung up. Assuming it was an error, we called the customer back again, and it went to VM suggesting that the customer does not actually want to resolve the issue but instead would prefer to just rip a small business with negative feedback. Subsequent calls and emails have gone unanswered. It is unclear, but the customer seems to have opted to not work with us to resolve the issue for reasons unknown to us and would rather leave negative feedback than actually be reasonable and try to work out an understanding. Very sad

Response from EIODec 2, 2021

Tried to call customer to hear his side of the story but there was no answer. Reached out by email and received a very minimal response, he did not get into details of the problem or what solution he wanted to resolve the issue. His response was: “I had no intention of placing any sort of review on my experience. That is until I received an email asking, "How many stars would you give EIO.com?" I couldn't resist. Hope that eliminates the confusion.” And this is emblematic of the problem with reviews on this platform – people get off on ripping businesses. When haters rip a small business for no reason in a review they're escaping from their own insecurity and flaws and it makes them feel better about their own inadequacies and problems they're trying to project onto others. They're pulling others down to make themselves feel better like crabs in a bucket. Further, it appears as though this customer had stated (in his first review) that we "deceived him" which was a verifiably false statement and when we reached out to him to let him know this he changed his review from a 2 star to a 1 star further proving the point about people pulling others down. After reviewing this customer’s order, it was confirmed that the customer ordered an item that at the time of order had "EXTENDED HANDLING REQUIRED" right above the add to cart button (the customer either didn't read this, chose not to or was unable to) and thus immediate/2-day shipping should not have even been an expectation. The customer sent a somewhat terse email to us a couple days after ordering: “Why is it taking so long to fulfill this order?” We replied immediately: “This is actually shipping out from Nebo today, and we should have it on hand by next week. We appreciate your patience in the matter, and will email tracking as soon as the item becomes available.” The item was on order with imminent arrival, thus our listing stated extended handling. Once the item arrived on time to us, we shipped it out. At no point was 2-day delivery offered for this order and at no point did we give the customer an expectation of 2-day delivery The review left here was because someone had an unreasonable expectation of 2-day delivery on an item that had extended handling clearly marked prior to purchase and was reiterated when the customer inquired about the perceived delay with his order.

Response from EIOSep 3, 2021

Customer called and asked for refund 2-3 months after receiving the order. Our return policy allows returns for up to 15 days after RECEIVING the order. We were trying to work with the customer, however he asked for a refund out of policy and since this product has a limited shelf life we were obligated to decline the request to return for a refund. That said, had the customer actually asked us to EXCHANGE the item instead of receiving a refund, we would have worked with him to exchange the item. It should be noted also that this customer received his item in June, and took 2 months to realize that the item he received is "not correct" which can come across as suspicious. Also strange, the customer received this request for feedback in June but sat on it in their email until they realized there was an issue and then used it to rip us. This is a perfect example of why review sites are not good indicators of performance as we send out HUNDREDS of feedback requests and since most of those are satisfied, nobody leaves us a review until they have a problem and then they rip us so of course the reviews are skewed negative. I am not sure why someone sits on a review request for 2 months, THEN leaves the feedback when they've asked for something out of policy. Since the customer cited willingness to exchange in this review (he failed to request that in his interaction with us) we reached out to try to exchange it and make it right, however despite the customer's facade of being willing to work with us, he could not be bothered to actually do so or reply to us. Should he change his mind we will remove this review.

Response from EIOJul 6, 2021

Customer was refunded in full.