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ClickHeaters complaints

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10962 57th Place South
Lake Worth, FL 33449 | Get Directions

(561) 324-5867

http://www.clickheaters.com

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Total Amount in Dispute:
$125.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against ClickHeaters closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against ClickHeaters

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9/22/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $125.42 Amount Settled: $0.00

Customer Complaint

8/23/2022

We purchased the CkickHeaters product on 08/09/22 from a kiosk at Natick Mall, Natick, MA. Upon removing the massage pad from the original packaging, we were dismayed to find that the pad was already crystallized and despite following the directions (placing in boiling water for 20 minutes), it didn't return to its original state. We returned this item only to be given another that still does not work; we get the same result. Unfortunately, the vendor will not provide a refund. And based on reviews, this is a common occurrence ( product doesn't work as described/expected). Resolution Sought We'd like a full refund credited back to our original form of payment ($125.42); processed ASAP.

Company Response

9/1/2022

Thank you for the email. We do not have any emails or calls from the complainant to our customer service department. Our company has a no refund, exchange only policy. Their products were purchased in Massachusetts and returned to Massachusetts. According to the laws in Massachusetts, a seller's refund, return, or cancellation policy must be disclosed to the buyer clearly and conspicuously before the transaction is completed, which it was, all of our booths and kiosks have a sign displayed at the point of purchase. We also remind each customer by printing it on their receipt for them to take with them. Goods may be returned within a reasonable period of time unopened and unused if no return policy was disclosed, but that is not the case here We apologize to the complainant for the inconvenience. We have this policy to be able to provide a lifetime warranty on our thermal pad products. Our company has video and instructions on how to reset and work the pads on our website or can always contact our customer service department at (561) 324-5867, or via email to info@clickheaters.com. Had we received any type of communication from the complainant directly we would have no problem further explaining how to use the pads properly, inspect the pads to see what the issue is, or possibly even a return and refund. To add, a common occurrence our customers have is lack of familiarity with the pads, but we are available to help Monday-Friday 9am-4pm EST to answer any questions. We have clear instructions on our website, on the product packaging and on a Warranty Card we hand out with every purchase. For this specific issue the complainant stated he tried to boil the pad once for 20 minutes, we suggest (as written on our Warranty Card on the Frequently Asked Questions section), "If crystals begin to form during or after cooling, boil again until all crystals disappear", meaning it could take an extra 10-15 minutes for the crystals to fully dissolve. Nonetheless, this is the first we are hearing of this issue, we have already reached out to the complainant and have resolved this matter.

Customer Rebuttal

9/2/2022

REVISED 09/12/2022: Note that this response is from Darryl Spencer, customer. Received package of replacement clickheater products and the problem persists! None of them work as expected. I am requesting a FULL refund to the original method of payment ASAP. I've walked through the proper use of the product several times and explained this to Elisa (Wright) during our call yesterday, 9/1. Elisa has agreed to reship replacement products for us to "try" for one week and noted that if they are still non functioning, a refund will be processed.

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