I began the order process with this company back in September. The delivery times were listed on the website as 4-6 weeks. That delivery time I was fine with. I made the purchase on September 22. I never got a receipt of purchase. I had to call and ask for one numerous times before I got my proof of purchase. During one of those calls about a month after ordering I was informed that the shipping is another 2+ months. I wasn't not happy what that delivery time. This is a much greater time than listed on the site at the time of ordering. I then began speaking to their VP of operations and requested a refund.We had conversations on the phone and email for the next 3 weeks trying to get a refund processed. To each email I sent her, I got a different reply. "This has been sent to the accountant, it will take 7-14 days for a refund to process, we are trying to move money around." Then finally after three weeks after requesting the refund, I informed them that I would be filing a dispute with my bank instead. Upon reading other complaints on the BBB website for this company it became aware that this was not going to be easy. Three other complaints of the six that were listed clearly indicated this business didn't have the money to refund me or that it would take many months. At this point I was passed on to the CEO of the business. He didn't even address my original issue of requesting a refund and insisted that I take one of the upgraded machines. At this point I have no trust for this company and do not want their machines. He than found my desire to file a complaint her and a dispute with my bank to be aggressive. Ill admit I was starting to get aggressive because no matter how many times I explained what I was looking for he kept avoiding the issue of a refund. I have probably sent over 20 emails with the same direction, please issue a refund, and still nothing. This company is literally the biggest hassle to work with. I am appalled at how they run a business.
On July 27, 2017, I purchased the "EcoloBlue 30X Alkaline - Color : White" online for $1,699.00. Following the email confirmation of my order, I never any information about the delivery date I should expect. So on October I13, 2017 I decided to write them for more information. At this point, I was told the following by Senen Lopez, the Technical Department Manager: "I cannot give you an exact date. For all I know is there is extensive testing on the unit for mass production and that is part of the reason it is taking so long. I am hoping myself by the next month to get those units here. I am sorry this is taking this much time. We want to keep you as a customer. So I am adding a 6 month filter kit to your order. Thank for your patience!"
At this point I had no reason to doubt what I'd been told, although I'd already been disappointed by the customer service and Senen must have understood that as well, hence the offer to provide more filters with the order.
Later the same day the Vice President of Operations, Heather Jepsen decided to write: "We apologize for the continued delay, but the machines are still in production. We are looking at shipping around late November (that’s the latest update I have). I have added a 2nd 6 month kit onto your order for your continued patience."
On December 14, 2017, I still had not received my order, so I wrote in again. This time a reply followed the next day from Heather saying: "Unfortunately the delays are continuing a little longer that we planned. The machines are going to take several more weeks in testing at least. Once we know they are en route to our California warehouse, we will give you an update on when to possibly expect it. We apologize for these delays."
So on February 20, 2018, I wrote again as no one was keeping me abreast of the status of my order voluntarily. A reply from Heather followed the next day saying: "They are still in production and testing unfortunately. Our CEO has stated we would have more information by very early March."
On May 21, 2018, I wrote in yet again and received a reply from Heather the same day indicating the following: "I am no longer employed by EcoloBlue. Going forward, please direct all inquiries to EcoloBlue President, Wayne Ferreira at [email protected]."
So I then emailed Wayne four days later. I've never heard from Wayne nor anyone else from EcoloBlue since. Nor am I able to actually get a phone call through. I selected this company after becoming aware of them several years prior to making my purchase, so I would have expected a scam to have been identified long before now.
EcoloBlue Reviews
I began the order process with this company back in September. The delivery times were listed on the website as 4-6 weeks. That delivery time I was fine with. I made the purchase on September 22. I never got a receipt of purchase. I had to call and ask for one numerous times before I got my proof of purchase. During one of those calls about a month after ordering I was informed that the shipping is another 2+ months. I wasn't not happy what that delivery time. This is a much greater time than listed on the site at the time of ordering. I then began speaking to their VP of operations and requested a refund.We had conversations on the phone and email for the next 3 weeks trying to get a refund processed. To each email I sent her, I got a different reply. "This has been sent to the accountant, it will take 7-14 days for a refund to process, we are trying to move money around." Then finally after three weeks after requesting the refund, I informed them that I would be filing a dispute with my bank instead. Upon reading other complaints on the BBB website for this company it became aware that this was not going to be easy. Three other complaints of the six that were listed clearly indicated this business didn't have the money to refund me or that it would take many months. At this point I was passed on to the CEO of the business. He didn't even address my original issue of requesting a refund and insisted that I take one of the upgraded machines. At this point I have no trust for this company and do not want their machines. He than found my desire to file a complaint her and a dispute with my bank to be aggressive. Ill admit I was starting to get aggressive because no matter how many times I explained what I was looking for he kept avoiding the issue of a refund. I have probably sent over 20 emails with the same direction, please issue a refund, and still nothing. This company is literally the biggest hassle to work with. I am appalled at how they run a business.
On July 27, 2017, I purchased the "EcoloBlue 30X Alkaline - Color : White" online for $1,699.00. Following the email confirmation of my order, I never any information about the delivery date I should expect. So on October I13, 2017 I decided to write them for more information. At this point, I was told the following by Senen Lopez, the Technical Department Manager: "I cannot give you an exact date. For all I know is there is extensive testing on the unit for mass production and that is part of the reason it is taking so long. I am hoping myself by the next month to get those units here. I am sorry this is taking this much time. We want to keep you as a customer. So I am adding a 6 month filter kit to your order. Thank for your patience!"
At this point I had no reason to doubt what I'd been told, although I'd already been disappointed by the customer service and Senen must have understood that as well, hence the offer to provide more filters with the order.
Later the same day the Vice President of Operations, Heather Jepsen decided to write: "We apologize for the continued delay, but the machines are still in production. We are looking at shipping around late November (that’s the latest update I have). I have added a 2nd 6 month kit onto your order for your continued patience."
On December 14, 2017, I still had not received my order, so I wrote in again. This time a reply followed the next day from Heather saying: "Unfortunately the delays are continuing a little longer that we planned. The machines are going to take several more weeks in testing at least. Once we know they are en route to our California warehouse, we will give you an update on when to possibly expect it. We apologize for these delays."
So on February 20, 2018, I wrote again as no one was keeping me abreast of the status of my order voluntarily. A reply from Heather followed the next day saying: "They are still in production and testing unfortunately. Our CEO has stated we would have more information by very early March."
On May 21, 2018, I wrote in yet again and received a reply from Heather the same day indicating the following: "I am no longer employed by EcoloBlue. Going forward, please direct all inquiries to EcoloBlue President, Wayne Ferreira at [email protected]."
So I then emailed Wayne four days later. I've never heard from Wayne nor anyone else from EcoloBlue since. Nor am I able to actually get a phone call through. I selected this company after becoming aware of them several years prior to making my purchase, so I would have expected a scam to have been identified long before now.
I would appreciate a refund of money.