The Home Security SuperstoreReviews of thehomesecuritysuperstore.com

Response from The Home Security SuperstoreSep 18, 2024

We are sorry to hear that Mrs. Ritter felt that her camera did not meet her needs. We provided her with the best assistance we could but determined the camera was not the right fit for her, so she was directed to our return portal. During the return process, customers are prompted multiple times to read the return policy and are informed that once they submit the return, they agree to said policy, as Mrs. Ritter did when completing her return. The reason a refund was not offered, despite the product working, is that the item was returned with packaging that was quite damaged, which violates the return policy as agreed upon. We do not sell used items and anything returned in a state like this has to be discarded. At the end of the day though, we have chosen to fully refund Mrs. Ritter as we are here to help and provide safety to our customers, so we only feel it is the right thing to do in this situation.

Response from The Home Security SuperstoreFeb 14, 2024

We are sorry that this happened to Mrs. Jan. We sold over 3,000 of these stun guns in 2023, but this is the first we've heard of anyone experiencing such an issue. Regardless, we refunded Mrs. Jan her entire order cost with no need to return any of the defective and non-defective units she has. We would have also gladly replaced them free of charge as she purchased one of our top sellers and we are in the business of helping others protect themselves. We also appreciate Mrs. Jan bringing this to our attention and we have gone ahead and alerted the manufacturer of what she experienced with the product, just to be safe.

Response from The Home Security SuperstoreFeb 14, 2024

Mr. Feder placed three orders with us on 1/28/23. He was attempting to have the items exported, despite us telling him they were not allowed as the products are considered weapons and illegal to own or even ship to most foreign countries. He proceeded to set up returns for his orders, 2 for store credit and 1 for a refund. We received his products back and promptly issued the store credits and refund on 2/23/23. Mr. Feder would later reach out to us on 7/6/23 and he was upset he was not refunded. We explained that he had requested store credit with 2 of his orders and those were issued in February. Unfortunately, the credit card processor will not refund money back after 90 days have passed and Mr. Feder reached out to us 6 months later about this. We have since refunded Mr. Feder in full using Paypal on 11/8.

Response from The Home Security SuperstoreFeb 14, 2024

We are sorry to hear that Mrs. Jan's wrist strap broke. She first reached out to us to let us know it fell off. Our staff worked with her first to try to show her how to re-attach it, and after working with her we found that it was broken beyond reattaching. Unfortunately, we are not the manufacturer, so we do not have spare straps we can send out. In lieu of this, we offered to set up a return replacement and simply needed the device returned to us using a free shipping label we would provide. We offered the replacement on 8/10 but never received a response. We will still gladly replace the broken device if Mrs. Jan would like to do so.