Yuri V.
I ordered a laser from idjnow.com and…
I ordered a laser from idjnow.com and received a lower end version of the laser that is almost identical in outward appearance. At the time of my purchase only the higher end version of the laser was available. A few months later the lower end model (1.2 watt vs 2.5 watt) became available and selling for a lower cost. At this point I realized, based on some subtle differences, that the laser I had received was that of the lower end model. I contacted several customer service reps at idjnow simply requesting the item I had purchased im return for the incorrect item they had shipped. The response was the same with all reps refusing to assist in the matter because the item was outside of the 30 day return window. Their only consolation was offering that I repurchase the item with a 10% discount, a discount they normally run as promo on their website anyway. They were essentially selling the cheaper versions of the laser for a higher cost and getting away with it because the products were nearly indistinguishable, particularly since they didn’t even offer the lower end version as a sales item at that time. Very shady business practice and horrible customer service. I would highly recommend avoiding this company.
Response from idjnowJan 28, 2025
Thank you for bringing this matter to our attention. We take customer feedback very seriously and strive to ensure every experience with idjnow.com is positive and fair. We’d like to clarify that at the time of your purchase, the higher-end version of the laser was indeed the only model available, and we make every effort to ensure the accuracy of our shipments. If a mistake occurred in this case, we sincerely apologize for any confusion or frustration caused. Regarding your concern, our standard return policy is 30 days from the date of delivery, which is prominently displayed on our website. However, we understand that this situation is unique, and while we initially offered a discount as a courtesy, we acknowledge your dissatisfaction with that resolution. We are committed to addressing this matter further to ensure you feel valued as our customer. We’d appreciate the opportunity to make things right. Please contact us directly at [email protected] or 800-355-7746 and reference this issue so we can re-review the situation and work towards a resolution that is fair and satisfactory. We remain committed to transparency and excellent customer service and thank you for your patience as we work to resolve your concerns.