Orucase

I purchased a bike carrying case for $599. I received a used case.

They responded it was likely "test packed" by a customer and returned to them and mistakenly sent to me (email attached as proof). They offered a tiny discount. I called and spoke directly to the Owner, Isaac Howe and explained I would prefer to get what i purchased, a new unused case. Because my trip was coming up in about a week, we discussed I could purchase a replacement case and they would send a return label for the used case and refund.

Isaac however, specifically told me it would be better instead "go on my trip and they would swap it out for a new case when I got back. Orucase would use in his case rental fleet." I thanked him and emailed his customer service team confirming our agreement. When I got back, they provided a return shipping label, as promised. Here is where it gets very, very strange.

They kept the case and my $599. After nearly 2 months, I wrote them again. In spite of many emails proof of the facts and our agreement and Orucase acknowledgements (attached email), their very snarky customer service people and Isaac Howe refused to speak with me. With each passing email his team began making up different narratives, like "its impossible we shipped you a used case" or did I want a quote to refurbish my case or yet another to charge me as a rental.

They went further with more weird emails, one with "indeed we will replace your case" but with a $597 quote for shipping (attached screen shot)... then another insulting my emails as "long winded" I even suggested literally "please just refund my money and get rid of me." Yet, they continued to alter the narrative like it was a competition to win "worst possible way to treat a buyer who spent a fortune on your product." They flatly refused any option unless it involved extracting more money from me. Sadly and unnecessarily, this is now a bitter dispute and I'm researching legal options. All of this happened because of a single immutable fact, this company sent me a used repacked case.

(Side note) during my outbound flight, both my wheels were bent and needed to be trued, but that is not why I filed this complaint.

The owner (and his employees) are unethical and dishonest. I would suggest think twice about purchasing from Orucase.