Heather Wright

Review of Coextro

Need to fix their return process. They claim to ha...

Need to fix their return process. They claim to have sent an email on how to do so, but the only email I got was to confirm I cancelled. I checked all my mail folders. But let s say that it didn t get to me by no error of them, I contacted them and I received an address to return it to. No details, of when to return it, if I need to put my name or account number on it, just an address and that I ll be refunded when I do return it. This was the 29th at around 5pm. At 3:40AM on the 7th I received an invoice for not returning the device. To me this says on the 6th, exactly a week later, I was declared as not returning the device. Without any contact as to tell me this, and not knowing I had only 7 days.
Upon leaving a previously bad review, I was contacted and told when I return the device the invoice will be null and I ll be refunded. Which is great, but to not tell someone they only have 7 days was already starting off wrong. People get busy, I had to go find a box to package it in and I don t even know where to buy those. Upon finding and packaging said box, I looked into how to get this delivered. To here I admit my own ignorance, I m a student and yes, my mom has always sent my mail, so I had no idea what I was to do. Had I known I had only 7 days I would have likely done it all in one day and got it out. But again I m a student and my time is hectic with 6 classes and I didn t know I only had 7 days, or even that it was 7 days till I checked.
As well, they need to work on customer service. I understand A bad review is not good, but there is no need to continually berate customers for getting a small detail like a date wrong, or for that matter getting details to the story wrong when it s the story that matters above all. It s unfortunate, I had no ill will when I cancelled my account, only that I required faster internet for my zoom lectures. But now I ve been interrogated because I got some dates wrong, to which I ve apologized. When a customer complains you should help, not attempt to insult.
I m sure they treat current customers better, but not really those who choose to leave.