ComplaintsforLoop Lasso

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec. 3, 2023, I ordered 4 items from the LoopLasso.com for total $116.89 ($102.00 original 3 loop lassos + $6.99 additional strings + $7.90 taxes) USD processed via PayPal to "Live Gleam LLC". On Dec. 13, *** the founder of Loop Lasso sent an email stating, "First off, we're still on track for delivery by December 24th that's a guarantee. If we don't meet this deadline, remember, your order is absolutely free." The order was shipped on Dec. 22nd. On Dec. 27, I emailed asking about a refund because these were supposed to be Christmas gifts and hadn't arrived on time; automatic holiday response. The order was delivered on Jan. 2, 2024. On Jan. 3, *** sent an email stating that they were unable to honor their free guarantee. Ultimately, they agreed to accept 2 of the 3 loop lassos (I also mailed back the strings; all items were unopened). On Jan. 20, they sent me the return shipping label. On Jan. 28, ******* from Loop Lasso sent an email stating, "I'd be more than glad to process the refund for the entire purchase as promised." The tracking shows that the return was delivered to them on Feb. 1st. I trusted them to process the refund, but made the mistake of not verifying. I recently saw an ad for them and checked my account where I confirmed that they had not processed the refund. On May 16, I sent an email asking about my refund. They confirmed receipt of package and processed a refund of $43.95. I have emailed them twice to inquire about the remaining refund and they have not responded.

  Business response

  05/21/2024

  To whom it may concern,
  
  Thank you for bringing this matter to our attention. Upon investigating ******************** case, we confirmed that she agreed to return the unopened units to us, and we provided her with a return label and instructions on how to proceed with the return.
  
  Our process requires customers to notify us once they have sent the return, as our warehouse does not send automatic notifications upon receipt of returned items. This is why we included instructions for **************** to inform us when the return was sent, allowing us to track the package using the tracking information from the return label.
  
  Unfortunately, we did not hear back from **************** until last Thursday when she reached out to follow up on her return. It was at this point that we processed her refund.
  
  Regrettably, our customer service team initially refunded the incorrect amount. However, as soon as the error was identified, our team member promptly apologized and corrected the refund amount. **************** has now been refunded appropriately for the two units and a string pack she returned.
  
  As the returned items have now been refunded correctly, we consider this case resolved.
  
  Thank you for your understanding.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Really dissatisfied with this company and how they manage their policies and promotions. Promised delivery times were not honored. Their words were you would receive your products by a certain time or free, then explained it wasn't their fault along with a new delivery timeline of shipping later in December. Again they did not provide a service that was promised as I just got my products last week (first week of April). Bought 5 of these for the family. Save your money! After we got them (very late as I explained they refuse to allow me to return for refund). We haven't opened them yet and feel this was a massive bait and switch with false promises and no caring for the customers. Have emails and receipts of these promises and my experience??.

  Business response

  04/18/2024

  To whom it may concern,

  I hope this message finds you well.

  We are writing in response to the recent complaint filed by ************ regarding his order.

  Upon review of the situation, we confirmed that **************** order was indeed delivered on March 16. In an effort to address any concerns he may have had, Loop Lasso **************** Lead promptly reached out to ************ on April 8 to offer a full refund for his order, provided that all items were still sealed. However, despite our request for a photo to verify the condition of the items, ************ declined to provide one.

  
  As outlined in our company policy, we require photographic evidence to confirm that all units are still sealed before we can process a full refund. This policy is clearly stated on our website under the Returns and Refunds section. Link: ************************************************************

  
  Despite our attempts to resolve the issue, ************ chose not to provide our request for verification. Instead, he indicated his intention to seek assistance from his financial institution.

  
  Furthermore, we would like to address the issue of the late shipment. In early January, we reached out to ************ to explain the delay in shipment. However, we did not receive a response from him. In the absence of communication indicating a desire to cancel the order, we proceeded to fulfill it as soon as our stocks became available.
  Since **************** order has been successfully delivered and he has declined to provide the necessary proof for a full refund, we regret to inform you that we are unable to process the refund at this time.

  
  We appreciate your attention to this matter and hope for your understanding of our position. Should you require any further information or assistance, please do not hesitate to contact us.
  
  

  Customer response

  04/25/2024

  I didn't see any other responses until today. My apologies if this went to spam or something. I am not satisfied with this company and their bait and switch tactics with delivery promises or it's free. I see this item labeled as delivery promises and it is actually a guarantee for delivery or it's free statements when I purchased these products. Here is the photo of the unopened packages. I do not believe this company honored their promise to any customers and lied which is my complaint. This initially simply denied my request then changed and said they would consider the refund. It's all hog wash and not a healthy business model.

   

  Customer response

  04/25/2024

  Lastly, they informed me also that I would have to pay for return shipping and that they would not honor the shipping costs both ways and would deduct that amount from my return. I don't feel I should be obligated to pay for any of this ordeal. It's a simple case of me believing a promise from a company for a Christmas present for my family that wasn't even sent until March 12th! Look at the label! It wasn't even sent until over 3 months later! They lied and will not honor their statements!

  Business response

  05/15/2024

  To whom it may concern, 

  Thank you for reaching out to us again regarding **************** case.

  We would like to update you on the recent developments since our last response. After our previous communication, ************ reached out to us and provided photos of the unopened units. On April 26, we confirmed that we could process a refund for the sealed items upon their return. We provided ************ with detailed instructions on how to proceed with the return.
  
  However, we have not received any further communication from ************ since our response. As per our company policy, clearly stated on our website, we do not provide return labels and are not responsible for return shipping costs. We communicated this to ************ and informed him that he could proceed with the return by sending us a photo of the return drop-off receipt. Once we receive the returned items at our warehouse, we will issue a refund.
  
  Regarding the complaint about the late shipment, we have previously addressed this matter. We contacted ************ in early January to explain the delay, and this communication was included in the supporting documents he provided. Since we did not receive a response from ************, we proceeded with fulfilling his order as soon as our new stock arrived.
  
  We hope this clarifies our position and actions taken in this matter. We remain committed to resolving any valid concerns ************ may have and are willing to process the return and refund as soon as the items are returned to us as outlined.
  
  Thank you for your attention to this matter.

  Customer response

  05/21/2024

  Hello,

  I have responded to emails from Loop Lasso and expressed that I do not feel I should be obligated to have to pay for any out of pocket costs associated with this order after Loop Lasso lied about "on time delivery or free" promises. In addition Loop lasso promised delivery in late December or January; as I did not receive product until mid March.

  In one hand this company claims to be free of any wrong doing and in the other hand they insist the customer accept their demands and conditions (which loop lasso can alter freely?) and pay for this situation. This screams fraud everywhere. I am asking for a refund and to have Loop Lasso pay for the return shipping to resolve this. I think this is a fair request. This has been a horrible experience. 

  *****************

  Customer response

  05/28/2024

  After reviewing other BBB complaints similar to mine I see that they have refunded some customers. I am not sure what level of complaining they had to do to get refunded. Loop Lasso, your company gets to live with the reputation you have fostered. No refund here! Not satisfied. I responded and made a fair request. You pay for return shipping to get your items and refund my order please! Or just honor your words and make the order free due to your promise!

  Business response

  06/13/2024

  Better Business Bureau,

  Thank you for your continued attention to **************** case.
  
  As previously mentioned, we are fully willing to process **************** refund as soon as he returns the sealed units to us. Our records indicate that ************ seems to expect a complete refund without returning the items. Unfortunately, we cannot comply with this request.
  
  We aim to resolve this case as quickly as possible, but we cannot issue a refund if ************ retains the order. Our return policy, clearly stated on our website, requires the return of items before a refund can be processed.
  
  We appreciate your understanding and assistance in this matter.
  
  

  Customer response

  06/22/2024

   
  Complaint: 21542577
  
  I am rejecting this response because: I am not expecting to receive a refund without sending the items back. I am expecting shipping to be paid by the seller and have no cost out of pocket on my part to resolve this. I made this quite clear in  my responses. I also shared that others with similar complaints have received full refunds on BBB so I am not sure why I am having such a hard time with this company. First they lied and failed to deliver their promises. Second they assumed I opened the product and weren't able to help because of this which was not true. The seller also wrongly had my timeline upon receiving the product wrong and denied helping me because they wrongly had the dates of delivery. This has been a major PITA. This seller will weasel out of everything and I am sick of it.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a loop lasso for my kids for Christmas, and it never arrived. I received an email about a stock issue and was told id receive the new updated model. I'm still receiving emails with excuses and false assurance that it will arrive soon. Upon researching online, I see that a lot of people are having the same experience.

  Business response

  02/27/2024

  Dear ****,

  Thank you for getting in touch and sharing your concerns about your recent purchase. We deeply regret any inconvenience caused by the delayed delivery of your Loop Lassos.
  
  We recognize your disappointment, particularly in light of the initially promised Christmas Eve delivery date. While we acknowledge that carrier strikes fall under our non-refundable circumstances, as specified in our refund policy, we understand the unique circumstances surrounding your order. We acknowledge that you may be hesitant to accept our explanations, particularly regarding the option we presented for the upgraded version set to be delivered this March.
  
  To address your concerns, we are deviating from our standard policy and have initiated a full refund for your order. Your satisfaction remains our top priority, and we trust that this resolution will help address the issues you've encountered.
  
  Should you require proof of the refund, you are welcome to request the Acquirer Reference Number from our customer support team. This reference can be used to verify the refund transaction with your bank.
  
  We appreciate your understanding and patience throughout this process. If you have any additional questions or require further assistance, please don't hesitate to reach out to us.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received an unsolicited email from the company on 12/13 containing the following information:Im **** the founder of Loop Lasso. Today, I want to share some important updates about your order and our commitment to delivering your holiday joy on time. First off, we're still on track for delivery by December 24th that's a guarantee. If we don't meet this deadline, remember, your order is absolutely free. The company shipped the product on the 22nd via **** priority main which is after the cutoff for delivery for Christmas and is posted online on ****.com. The item did not arrive until the 28th and when I contacted them to get my money back based on their guarantee of delivery by the 24th or it would be free they did not honor this.They referenced carrier and shipping delays due to the holidays, but they sent it via a method and at a time where it would never have arrived by their guarantee date. When pointed out they then pivoted and said they would make an exception for me to return the items for refund. Again, they promised by the 24th or FREE, and I would like for them to honor that commitment. I don't care about the money and these silly toys are still sitting here unopened, but they need to honor their commitment they sent via email, as they acknowledged the upcoming holiday, the shipping issues etc and still guaranteed delivery by the 24th or it would be free. It arrived the 28th and should be free, as in I should be refunded without having to return.

  Business response

  02/24/2024

  Dear *******,

  I trust this email finds you well.

  We are reaching out regarding the dispute opened regarding your recent order with us. We take chargebacks and disputes seriously, striving to ensure that our customers receive the products they've ordered as intended.

  Our dispute team promptly responded to your bank's claim last month, and it is currently under review. Upon checking the status, I noted that your bank is actively reviewing it, with a decision anticipated in 75 days.

  In order to expedite resolution, we kindly request your assistance in communicating with your bank to halt the review process. We have effectively addressed the concern and are prepared to promptly process the refund once the funds in your account with us are accessible. Your cooperation in expediting this resolution would be greatly appreciated.

  Regarding your recent Loop Lasso order, we understand the frustration caused by the delays due to carrier strikes and unforeseeable circumstances with DHL and ***** While our standard Refunds Policy typically doesn't cover parcels impacted by such events, we acknowledge the unique circumstances surrounding your order.

  In light of this, we want to offer an alternative solution. There's no need to return the item; please consider it as a gift from Loop Lasso. Alternatively, if you feel inclined, you may share it with your loved ones who you think will better enjoy our Loop Lasso product.

  We appreciate your understanding and patience during this time. Should you have any further questions or concerns, please feel free to reach out to our customer service team, who will be more than happy to assist you.

  Thank you for choosing Loop Lasso.

  Customer response

  03/03/2024

  The bank has not refunded my money due to me and have paid you for a product that did not arrive on time. You are the only people able to honor your commitment and refund my money, which you refuse to do. You promised delivery by the date in question and you did not send the product out with the appropriate shipping. This entire transaction was a scam and your company needs to do better.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for four Loop Lassos on 12/3/23 as Christmas gifts for friends. The company guaranteed delivery by Christmas Eve or they would issue you a full refund. I received an email 12/3 stating the next batch of orders would be sent out on the 12/17. On 12/13 I received an email stating there were delays but we were still on track for delivery by 12/24 and that they were upgrading orders to next day air. On 12/21 I received a shipment notification. I finally received my order on 12/30/23. I not only did not have Loop Lassos for my friends, I had to order new gifts so I wouldnt show up empty handed. I have contacted the company for a refund and gotten the run around. They offered 50% of my money back which Ive now declined 2 or 3 times. I have asked for a customer service number at least twice. This company plays the part of a family owned small time business but I cant even get a real person to speak to me. Their ethics and integrity are trash just like the guarantees the throw around. They have used every excuse under the sun but they had plenty of time to get my product to me. They also did not upgrade the shipping as promised. So many unkept promises!

  Business response

  02/08/2024

  Hi *******,

  Thank you for reaching out and expressing your concerns regarding your recent order with us. We sincerely apologize for the inconvenience caused by the delay in the delivery of your Loop Lassos.

  We understand your disappointment, especially considering the promised delivery date before Christmas Eve. While carrier strikes are beyond our control and fall under our non-refundable circumstances as stated in our refund policy, we acknowledge the exceptional circumstances surrounding your order.

  In light of this, we are making an exception to our policy and have initiated a full refund for your order. Your satisfaction is important to us, and we hope this resolution addresses your concerns.

  Please note that if you wish to have proof of the refund, you may request the Acquirer Reference Number from our customer support team. This can serve as a reference for your bank to verify the refund transaction.

  We appreciate your understanding and patience in this matter. If you have any further questions or need additional assistance, please feel free to reach out to us.

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a toy for my son. He opened it on Christmas. The toy is awesome, or at least it was for 5 minutes. As cool as the product is, its cheaply made and broke. The on/off switch fell inside the device. I contacted them 3 times since Christmas and its been Crickets since. Loop Lasso, if you read this and decide to respond here, please spare me the passive aggressive babble. Please be a responsible adult and business owner and call me.

  Business response

  02/08/2024

  Hi ****,

  I trust you are having a fantastic day!

  I've reviewed the conversation with our colleague and I'm pleased to confirm that your concern was promptly rectified. I would like to highlight that as per our replacement policy, we do request a photo or video as proof of damage for our warehouse team to process a complimentary replacement.

  I appreciate that my colleague initiated follow-up efforts to address your concern promptly. It appears there might have been a misunderstanding, and I'm glad to know that we were able to dispatch a replacement order for you. We hope this ensures you enjoy the best Loop Lasso experience ever.

  If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. We value your satisfaction and are here to ensure you have a positive experience with our product.

  Wishing you many enjoyable moments with your Loop Lasso!

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a gift for Christmas on December 1st. As I ordered, the website guaranteed delivery before Christmas. Loop Lasso emailed me on December 13th, assuring expedited *** shipping vs **** at no cost. If the order did not arrive, it was supposed to be free, as you can see in the supporting documentation.The Loop Lasso product arrived on December 28th, long after the guaranteed date of December 24th. I contacted the company asking for my money back. They refused to return my money unless I shipped the product back to them unopened. I agreed, but they tried to make us pay for the return shipping! When I pushed back on paying for shipping, they stated this was an exception they were making for this situation and sent a shipping label via email.I reluctantly shipped the items back to Loop Lasso as I now have no product, and they hold my money. As I did this, I opened a claim with PayPal to ensure documentation of my issues. ******* has done nothing, even with my escalation to PayPal. I am reaching out to the BBB for help. Neither PayPal nor Loop Lasso have done anything to credit me back.Based on the Loop Lasso email, as documented by the **** I should get two free Loop Lasso devices and my money back. I tried to work with them on a credit only, but I want this business to be accountable for what they said in writing. I am seeking assistance with Loop Lasso following through on the guarantee they made coming through. I want my refund, and two of these devices sent to me at no cost for all the time I have spent. I am only asking for what was promised in writing if they did not deliver as promised.Thank you.

  Business response

  02/03/2024

  Hi *****,

  I hope this message finds you well. I want to address the concerns you've raised regarding your recent order with us.

  First and foremost, I sincerely apologize for any inconvenience caused by the delay in the delivery of your Loop Lasso order. We understand the frustration that *** arise when expectations are not met, especially during the holiday season.

  Regarding the guarantee of delivery before Christmas and the subsequent offer for a refund if the order did not arrive by the specified date, I want to assure you that we take such commitments seriously. However, as outlined in our refund policy, circumstances such as carrier strikes are beyond our control and are not typically eligible for refunds.

  In your particular case, given the circumstances surrounding the order date and your patience in awaiting its arrival, we made an exception and offered to refund your order. We understand the inconvenience of having to return the product, and we apologize for any confusion regarding the return shipping costs. We appreciate your cooperation in returning the items.

  I want to confirm that your account has already been refunded in full, in accordance with the resolution offered. Therefore, you are not subject to receiving the new model of Loop Lasso this quarter.

  Your feedback is important to us, and we take your concerns seriously. If there are any further questions or if there's anything else we can assist you with, please don't hesitate to reach out.

  Thank you for your understanding and patience throughout this process.

  Customer response

  02/03/2024

   
  Complaint: 21216891
  
  I am rejecting this response because during the carrier strike, your CEO doubled down on getting this to me by using s different carrier. Additionally, I provided proof that Loop Lasso did not send this via *** as the email stated it would be. Since the carrier strike was not with ***, the package would have arrived on time.  Instead, it was sent ****.  Lastly in the email, it stated they would be free and no cost to me.  I tried to lean in and help a small business out and just return the items. After all the time I have wasted chatting with Loop Lasso and only getting my money back after filing a complaint to the BBB is a poor business practice. 

  I want Loop Lasso to do what was put in writing by the CEO.  I am expecting two units to be sent to me at no cost as well as the credit back I received.  All of this is attached in writing. Check the tracking information, this was shipped on 12/21 and if Loop Lasso did as they started and sent this via *** 2 day, it would have arrived as promised in the email on Dec 24th and not Dec 28.  This is why I reject your response on the carrier strike. The emails prove Loop Lasso did not follow through on anything.

  1. Devices did not arrive by Dec 24th

  2. These were shipped **** and not *** 2 day

  3. Devices were to be free and this did not happen either.

  4. Money was only returned after I open this case with the BBB.

  Once the devices are shipped to me per the email, I will close this case.

  
  Sincerely,
  
  ***********************

  Business response

  02/08/2024

  Dear ****************,
  
  I appreciate your follow-up on this matter, and I understand your concerns regarding the handling of your order. After reviewing the information provided, I would like to clarify our position on the resolution.

  While we acknowledge your mention of the carrier strike and the subsequent change in shipping carriers, our CEO did mention *** in one of his emails. We regret any confusion caused and, as a resolution, offered a return label for the items.

  In support of our stance on delays in delivery during the holiday season, we shared articles highlighting the challenges faced by carriers, including DHL Express and ***** during that period:

  Article 1: DHL Express Strike - **************************************************************************************************************************************************************************************************************
  Article 2: ************************** - *************************************************

  However, it's crucial to reiterate that your payment has already been refunded in full, and as such, no replacement order will be processed or shipped. While we understand your disappointment with the overall experience, sending items for free without a justifiable reason is something we are unable to accommodate further.

  We appreciate your understanding in this matter, and we will consider this case closed.

  Business response

  02/08/2024

  Dear **************,
  
  I appreciate your follow-up on this matter, and I understand your concerns regarding the handling of your order. After reviewing the information provided, I would like to clarify our position on the resolution. While we acknowledge your mention of the carrier strike and the subsequent change in shipping carriers, our CEO did mention *** in one of his emails.
  
  We regret any confusion caused and, as a resolution, offered a return label for the items. In support of our stance on delays in delivery during the holiday season, we shared articles highlighting the challenges faced by carriers, including DHL Express and ***** during that period:
  
  Article 1: DHL Express Strike - **************************************************************************************************************************************************************************************************************
  Article 2: ************************** - *************************************************
  
  Regarding your request for two units to be sent at no cost, I want to clarify that our initial resolution did not include an agreement to send new items once the returned items were received. The return label, which we provided as a courtesy, was outside our standard provision for returns, and we appreciate your cooperation in returning the items.
  
  However, it's crucial to reiterate that your payment has already been refunded in full, and as such, no replacement order will be processed or shipped. While we understand your disappointment with the overall experience, sending items for free without a justifiable reason is something we are unable to accommodate further.
  
  We appreciate your understanding in this matter, and we will consider this case closed.

  Customer response

  02/08/2024

   
  Complaint: 21216891
  
  I am rejecting this response because:

  1.  You all have wasted enough of my time to get my funds back and would not do so until I contacted the BBB.

  2. Loop Lasso can site any articles from the web, but the fact that your CEO stated it would NOT ship **** and would ship VIA *** 2 day or it would be free is CLEARLY stated in his email.

  It is not fair as a consumer to have a business make statements and not follow through.  Further, when I tried to meet you half way, Loop Lasso completely dismissed my claim until I refused to pay for a return label. Please help me understand how you can guarantee something to a customer and then not do what you said.

  I had to contact Loop Lasso through your support, ********* PayPal and BBB.  Only here am I getting response. There are many failures on your part and I am only asking you to do what was outlined in your email.  I would not be asking for this if you CEO did not make this guarantee.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Loop Lasso is a new toy company and I saw their advertisement on ********* so I went to their website and purchased two toys and replacement strings. They immediately sent me a confirmation email, then sent another email PROMISING that if the toy was not delivered by a specific date, they would refund me and I could keep the toys. Its been a month, no delivery. *** sent numerous emails and ******** messages with no response. I finally received an email from the company telling me that they could not refund me because it would put them under. They offered me a new and improved version of the toy for all the trouble, but it wont be shipped out for another 3 months! Four months I have to wait for a gift I purchased for Christmas?! They also told me a ton of excuses as to why none of this was their fault.. were a new company and we trusted our shipping partners, circumstances out of our control, we were foolish enough to believe in our partners, etc. I have gone on their ******** page and their are tons of angry faces on all their posts because I am definitely not the first or last person theyll do this to! Now, they stopped communicating with me and are refusing to refund my money. I dont even want their worthless toy at this point, I just want my hard earned money back!!!!

  Business response

  02/08/2024

  Dear *******,

  I appreciate your reaching out and bringing your concern to our attention. I understand the frustration caused by the delay in the delivery of your order and the subsequent communication issues.
  

  I want to assure you that we take customer satisfaction seriously, and we have thoroughly reviewed your case. In consideration of the exceptional circumstances, including carrier strikes, and acknowledging the inconvenience caused, we have decided to make an exception to our refund policy.
  
  I want to confirm that your full refund was processed on January 27th. I appreciate your understanding as we work to resolve your concern. In case you wish to have a proof of refund, please feel free to reach out to our customer support team. They can provide you with the Acquirer Reference Number, which can serve as a reference for your bank to verify that the refund was indeed processed.

  I hope this resolution aligns with your expectations, and if you have any further questions or need additional assistance, please feel free to reach out.

  We appreciate your patience and value your feedback.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/24/23 my wife (*********************) placed order #LL71566 with loop lasso. On 12/13/23 she received an email with the following "Hi *****, *********, the founder of Loop Lasso. Today, I want to share some important updates about your order and our commitment to delivering your holiday joy on time. First off, we're still on track for delivery by December 24th that's a guarantee. If we don't meet this deadline, remember, your order is absolutely free."On 1/02/24 I sent Loop Lasso an email request for them to honor their guarantee. I received an auto reply that I should receive a response within 72 hours. I never heard back from them and they did not refund my money. The items arrived at my house somewhere around 1/07/24.The order arrived about

  Business response

  02/08/2024

  Hi ****** & *****,

  I appreciate your patience and understand the frustration caused by the delay in receiving your Loop Lasso order. I acknowledge your email on 1/02/24 seeking resolution, and I regret the delayed response.

  In line with our commitment to customer satisfaction, we've initiated a full refund for your order. It's important to note that our refund policy specifies that circumstances like carrier strikes are beyond our control and typically not eligible for refunds. You can consider the received items as a gesture of goodwill, and there's no need to return them.

  If you have any further questions or require additional assistance, please feel free to reach out. We value your feedback and appreciate your understanding.
  

  Thank you for bringing this matter to our attention.

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product on Dec. 13, 2023. Paid $101.42.The product was never sent. I was sent several blanket emails stating that I would be contacted in 72 hrs. I have never been contacted by someone from customer service. Just sent more blanket emails. I asked that I just be refunded. I was sent a different blanket email that the product would be shipped by Feb. ****. No one will address the issue or offer me a refund. I believe they are a scam and I want my money back. It was deducted from my bank account on Dec. 13, 2023.

  Business response

  02/18/2024

  Hi ***,

  I hope this message finds you in good health.
  
  We sincerely apologize for the inconvenience caused by the delays in fulfilling your Loop Lasso order, attributed to unforeseen carrier strikes with DHL and ***** Unfortunately, these circumstances were beyond our control. We understand that the initially proposed resolution involved upgrading your order to the Loop Lasso Nano, with an expected delivery date initially set for February, later extended to March.
  
  The adjusted shipping timeline has been strategically planned to facilitate the efficient transportation of units from our manufacturer to our warehouse. This meticulous logistical process is aimed at ensuring a seamless and reliable delivery of the **** Loop Lasso to your doorstep. However, we acknowledge your reservations regarding this situation.
  
  In response to your concerns, we have processed a full refund for your order, and you should have received an email notification regarding the cancellation and refund. If necessary, our team is more than willing to provide proof of the refund, and you can obtain the Acquirer Reference Number, serving as a unique code for verification with your bank.
  
  We appreciate your understanding and patience during this challenging time, and we remain committed to delivering a positive customer experience. If you have any further questions or require additional assistance, please do not hesitate to reach out to our dedicated customer support team.
  
  Thank you for your understanding.

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