MD
Unwilling to accept responsibility for a faulty product
I purchased an iPhone cover from them and it was in 2 pieces after putting it on; the sides had separated from the back cover. I contacted customer support and sent pictures, and this was their response: "Hello XXXXX, Thanks for your email. By "already broken” you mean you broke it? Return and refund period have been expired for your order as we don’t cover for the items that customer break. Best XXXXX” Even though their policy states: "We accept returns/refunds if the product arrives damaged or broken." If you have any problem with the item you purchase, you won't have any ground to stand on... you decide! I heard back! I guess they read my review and in response asked me to erase the customer representative’s name and title, which I have graciously XXXX’d out. Then, I received a follow up email stating that Mavigadget didn’t think that my review was for their company, and said that I have the wrong company. Why would they ask me to first remove the customer representative’s name and title if that person wasn’t at their company? 😲 Sooo dodgy!!! After reading their responses below, it appears that Mavegadget does jot accept returns if the phone cover breaks the minute you put it on. Whaaaat??? 😳
Response from mavigadget.comSep 13, 2023
Firstly, thank you for taking the time to share your experience with us. We sincerely apologize for any inconvenience you've faced. We appreciate you bringing this issue to our attention, and we want to clarify our policy as well as how it applies to your situation. Our returns and refunds policy explicitly covers products that "arrive damaged or broken." In your case, it appears that the item arrived in proper condition, but then broke while in use. Let's consider a parallel example to illustrate the policy: If you buy a pair of shoes that are defective and fall apart the moment you put them on, then that's a clear case for a refund or replacement. However, if those shoes wear out after six months of regular use, the situation becomes different. The shoes were not defective; they broke due to wear and tear, which is typically not covered under most return policies. We understand that product longevity is important, but the distinction between a product arriving damaged and a product breaking during use is essential for our returns and refunds policy. Otherwise, it would be challenging for us to operate sustainably as a business. That said, customer satisfaction is incredibly important to us. Although our policy doesn't cover this situation, we're open to discussing a compromise, like offering you a discount on a future purchase. Regarding your comments on the conflicting messages you received from us—this is regrettable and we're investigating what happened internally. There should be no mixed messages when communicating with our customers, and we appreciate you pointing this out. Thank you for your understanding, and we hope to resolve this matter to your satisfaction soon. Best regards,