Dear Warren Weeks

Customer keeps changing his story. Returned product and didn't return all items in box. We alerted him and he threatened that if we charged him for not returning the package complete, he would file a complaint with the BBB. He immediately filed a complaint with the BBB. We decided to give him a full refund for the item he purchased (which we would have anyways as it was only an ethernet cable and this was his 4th purchase with us). Next, he claimed he wanted a refund for shipping charges. The item he returned was not defective as we tested it (plus we have sold 1000s of the Surf SOHOs and it works great for so many). Also, now he claimed the items was an older model, that is also not true. The item we sold started with S/N “29”. All serial numbers that start with “29” indicate this is a SOHO with GB ethernet (which he claims it didn’t have). Our return policy clearly states you don't get shipping charges refunded. It is great being anonymous putting up your story on many web sites, but the number of satisfied customers is something like 100,000 to 1. We are very sorry it didn't work out for you Mr. Warren Weeks of Tennessee and do wish you the best of luck.
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ID
#715662 Review #715662 is a subjective opinion of poster.
Location
Mount Laurel, New Jersey
Reason of review
Poor customer service

3gstore.com sucks

I'm still out $38.00 total shipping for a returned defective router. Furthermore, the 3gstore.com tried to hit me with a 20% restocking fee until I filed a complaint with the Better Business Bureau. A restocking fee on defective gear? Ripoff artists I say! I also WAS NOT told I was being sold an older version router(Pepwave surf SOHO). The newer version wired connections(ether ports) are 10 times faster and had been out for months(as of 10-12-15) when they sold me this outdated gear(junk). Its not even an AC router! I chose to replace the Pepwave surf SOHO with a Netis WF2780 AC router. The Netis was 1/3 the cost of the Pepwave and thus far has performed flawlessly as a wifi as wan device. Its called WISP on the Netis unit. Warning! If you go with the Netis upgrade the firmware to take care of a security flaw. IMO, the 3gstore.com is a good place to lose money if you have a problem with a purchase.
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3 comments
#1047549

Customer keeps changing his story. Returned product and didn't return all items in box.

We alerted him and he threatened that if we charged him for not returning the package complete, he would file a complaint with the BBB. He immediately filed a complaint with the BBB. We decided to give him a full refund for the item he purchased (which we would have anyways as it was only an ethernet cable and this was his 4th purchase with us). Next, he claimed he wanted a refund for shipping charges.

The item he returned was not defective as we tested it (plus we have sold 1000s of the Surf SOHOs and it works great for so many). Also, now he claimed the items was an older model, that is also not true. The item we sold started with S/N “29”. All serial numbers that start with “29” indicate this is a SOHO with GB ethernet (which he claims it didn’t have).

Our return policy clearly states you don't get shipping charges refunded. It is great being anonymous putting up your story on many web sites, but the number of satisfied customers is something like 100,000 to 1.

We are very sorry it didn't work out for you Mr. Warren Weeks of Tennessee and do wish you the best of luck.

#1048596
@PissedConsumer1047549

The tone and construction of your rebuttal only serves to elevate my original statement to that of absolute fact. You walked right in and completely legitimized my complaint.

Thank you!

Firstly, concerning the last purchase I made from your company, the 3gstore.com, I assumed my purchase would be private. Unfortunately, you have chosen to publish my name and state of residence in your rebuttal violating your own privacy policy("Customer information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without the consent of the customer.") instead of focusing on the complaint itself. This violation is most grievous and clearly displays a sense of malice and poor judgement. Your stupidity is now published here, plain as day, for all to see...

including attorneys who monitor this site. I must say that was pretty Lo of you. That is your name isn't it? Ray Lo of Illinois?

Owner of the 3gstore.com. Since you have chosen to basically call me a liar and violate my privacy I feel strongly compelled to shed the light of truth on some cold hard facts which you have tried to bury. Don't bother changing your privacy policy on your website it has already been copied.

OK dude, listen up, it's time to go to school. After the router failed(Pepwave surf SOHO) and I received an RMA from your company via email I meticulously repackaged the router and sent it back 2day air(FedEx $22.90) to stay within your 30 day return guidelines.

Upon receipt of the router your company(3gstore.com) sent me an email stating that I was going to either be charged a 20% re-stocking fee on returned defective equipment or I could opt to send an ethernet cable back to you to receive a full refund of the purchase price of the router. A very petty way to try to make $30.00 on the back of a customer who is already frustrated by equipment failure. Equipment your company(3gstore.com) sold me! By your own admission in your rebuttal on this site you stated an I quote "We decided to give him a full refund for the item he purchased (which we would have anyways as it was only an ethernet cable and this was his 4th purchase with us)." end quote.

Now that your exposed, Mr. Ray Lo,.... it's "only an ethernet cable." Oh what a difference a complaint makes! Yet, in your email, you wanted 20% of the $149.99 that you originally charged me or return an ethernet cable I didn't have.

A shameful example of how you treat repeat customers I say.

In any case, that basically equals a $30.00 re-stocking fee to return defective gear with a supposedly missing ethernet cable! Here is a copy of your email attempt to rip me off. And yeah, I reported you to the Better Business Bureau. Rightfully so I might add.

3Gstore.com

------------------------------------------------------ Order Number: 146687 Detailed Invoice: [URL removed] Date Ordered: Monday 31 August, 2015 The comments for your order are: Dear Sir, In processing your return, the Ethernet Cable was not included in the box with device.

Would you like to return that for a full refund or deduct the 20% re-stock fee? We look forward to hearing from you. [roxanne] If you have any questions about your order, please call us at (847) 462-**** x1 OR contact us at: [URL removed] Your order has been updated to the following status: New status: RMA Received Please reply to this email if you have any questions. This email address was given to us by you or by one of our customers.

If you feel that you have received this email in error, please send an email to [e-mail address removed] This e-mail is sent in accordance with the US CAN-SPAM Law in effect 01/01/2004. Removal requests can be sent to this address and will be honored and respected. ------------- End message ------------- _________________________________________________________________________________ Next, I would like to point out that I sent back the router with a fresh factory reset. Consequently, in your subsequent failure analysis you were not testing the router in the configuration in which it initially failed/crashed.

I reset the unit back to factory settings to protect my privacy which you have already violated as I pointed out earlier. Suffice to say that without testing the unit with my configuration in place you could not honestly say that the unit did not have the problems I stated in my RMA request. As any good tech knows, code sometimes has to be in a certain configuration to fail. So your claim that the returned router has no issue cannot be stated as fact.

As I'm sure you are well aware many firmware updates correct problems on many devices with certain configuration issues. You never even asked how I had the router configured when you claimed it checked out as good. Now the problem I had might persist for other users with similar configurations. Your level of incompetence is astonishing.

Moving on, you stated in your rebuttal and I quote "the number of satisfied customers is something like 100,000 to 1." end quote. An obviously inflated number to say the least. However, logically speaking, if that number were true, refunding shipping charges and not charging re-stocking fees, like many other companies do, shouldn't be a problem since by your own calculation dissatisfied customer numbers are minuscule and any loses would be insignificant. It is my opinion, on the other hand, that because you have so many returns it is necessary for you to charge re-stocking fees and not refund shipping charges in order to fatten your bottom line at the customers expense.

Lastly, I'm considering a call the manufacturer Peplink directing them to this site so that they can evaluate how you handle problems with their products and violate your own privacy policy as stated on your website.

I may even produce a youtube video covering this matter. But that all depends on you now.....

#1051360
@PissedConsumer1048596

Yikes, don't even know where to start...

Your router's S/N started with "29", if you call the manufacturer, they will tell you that those units have giga ethernet ports built-in. Your original claim indicated that you were sold something that was very old and didn't have this (you called it junk).

Completely not true.

We also did test the Surf SOHO on our 5GHZ WiFi & channel 149 and it worked flawlessly, didn't drop a connection after testing for hours. The one thing you are correct about is there are many different variables when it comes to networking & WiFi and routers. Your location/setup isn't going to be the same as ours (and vice versa). It is too bad that you didn't give our tech support department a call when you ran into issues - as we solve these kind of problems every day.

Next, you claimed that we removed your BBB complaint, actually BBB sided with us, since we refunded your full amount for the item you purchased.

Here is a tip to work with online companies in the future.

If you have a problem, call or email them so they can help you when you get stuck.

Also, if you do need to return an item, be sure to include all the items that are sent to you when you purchased it. Doing either one of these things would have had a completely different outcome for you.

View more comments (2)
ID
#714859 Review #714859 is a subjective opinion of poster.
Reason of review
Sold me outdated defective gear. Did not refund shipping!
Loss
$38
Preferred solution
Refund shipping as well.

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