J
Jessica D
Active since Mar 2024
2
Reviews
0
Industries
Reviews
2 reviews2 months ago
Unusable Product, Misleading Listing, and Refund Conditional on Review Removal
I purchased a pony kick bike from Exclusive Brands Online for my daughter’s first birthday. The product appeared to be of good quality based on the online listing. When it arrived, we were unable to assemble it. No assembly instructions were included, despite the website indicating that a manual is provided. After multiple attempts, the parts did not align properly to allow the ***** to pass through, making the item unusable. I also noted discrepancies between the product advertised and the product received. The bike is marketed as an iGlide kick bike, and the images show branding on the side as “pony.” However, the unit delivered was branded “Yukita,” with an iGlide logo present, which was not reflected in the product images. This created a different impression of the product than what was actually received. When I contacted the company, I was informed that I would need to pay for courier collection and a possible restocking fee, despite the product being unusable. The company later advised that the product was not defective and provided a video as evidence. However, the video shows difficulty aligning the components and does not demonstrate successful assembly, which is consistent with my experience. Of greater concern was that I was informed a full refund would only be processed if I removed my Google review. I did not agree to this, as my review reflects my genuine experience. The matter was escalated, and the refund was eventually processed in full. While the refund has now been resolved, I am concerned about the discrepancies between the advertised product and what was delivered, as well as the handling of the return — particularly the attempt to link a refund to the removal of a consumer review and the initial application of fees in circumstances where the product was not usable as intended. I believe it is important for other consumers to carefully review product details and return practices before making a purchase.
0 replies
27 months ago
Excellent service during the sign up process from Taryn October
Excellent service during the sign up process from Taryn October. Quick, easy, and painless. Very happy!
1 reply
Review Distribution
5 Star
1 (50%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
1 (50%)