On August 25, it came to BBB’s attention that according to Kanoa, Inc.’s website, they do not currently “have enough capital to stay operational”. BBB has received more than 130 complaints about Kanoa, Inc. since fall of 2016, and more than 90 were filed in the last week after the company posted an announcement on their website stating that they “will not be fulfilling any more preorders”.
Complaints state that consumers ordered headphones from the company and paid up to $199 through Kanoa Inc.’s website, yet never received the product. Complaints also allege difficulties receiving refunds and contacting customer service.
A letter posted to Kanoa’s website states that “all employees have been let go; this means that customer support and social media are unmanned or have been shut down”, but does not include information about obtaining a refund.
BBB sent a letter to Kanoa, Inc on July 13, 2017 regarding their pattern of complaints and asking questions about the company’s refund policy, but BBB has not received a response.
BBB recommends that if you have a complaint to contact the San Francisco District Attorney’s Office.
BBB offers the following tips when ordering a product online:
- Do your research. Look up the business on org to see their BBB Rating, complaint history, and reviews from past customers. This can help you avoid issues that others have experienced.
- Read the terms and conditions. Make sure to carefully read and understand the terms, conditions, and refund policies. This is especially important if you are pre-ordering a product.
- Be alert to red flags. Look for a physical address and support phone number on the company’s website. If you can only get in contact with the business through email, consider it a red flag. Keep an eye out for a lack of details, poor grammar and/or spelling, and any other unprofessional behavior.
- Pay with a credit card. BBB recommends that you use a credit card, as they offer more protection than other payment methods. If you never receive a product that you paid for, you may be able to file a dispute and receive a refund through your credit card company, even if the business that you ordered from fails to offer a refund.
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