Nekia I.

On June 28,2020 I had the misfortune of ordering an item from the company CouchHero who is based in Australia, according to my bank. On July 6th, after not hearing anything from them, I sent a cancellation request for my item because they had not responded to an email I sent through their contact page and their 800 number is not a telephone number where you can make contact with a person. It appears to be for appearances only. Still, having heard nothing from them, I found a direct email address and sent an email confirming the cancellation of my order on July 13th. They responded by telling me that with the pandemic they had no idea when they could send my order. Of course, by this time I confirmed my request to cancel the order. Despite them having agreed to refund my money, they never did, and on August 5th I initiated a dispute with Visa who refunded the money on August 25th. CouchHero in turn, despite knowing that they still never sent the merchandise (which of course had been cancelled) and that the money had been refunded to me through Visa, had Visa reverse the refund on October 6th. Five months later I still had no merchandise (which I would not accept at this point anyway) nor money. I contacted my Visa department once again and today, November 19th, I was again refunded through the Visa dispute process. According to Visa they were told that they refunded the money though they never provided proof. I can show all my proof. However, I was told the matter would be placed in arbitration that would expire in February and they could retrieve the money and reverse the decision. Why? Clearly this would show fraud on their part by taking my money with no intentions of sending me the merchandise or cancelling as requested. I know from all indications that CouchHero is dealing with bad faith and deceit. Based on my experience, I would tell anyone and everyone not to order from a company that does business this way. It's just not worth it. Below is the complete transcript of my dealings with them.

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 13,2020, 3:14 PM

To CouchHero

On July 6,2020 I sent you the attached screenshot of an email copy of a cancellation request, sent through your contact link of your website. I ordered my cover on June 28th and have not had the courtesy of a reply from you as of to date. As stated in the original contact link, via your website, if the order could not be filled by July 7th, it was to be cancelled and refunded. I do not need, nor want the item at this time since I have not heard back from you. Please immediately refund the price I submitted to you via my credit card. I am not willing to accept product from you at this point. My order number is 4133. A response would be appreciated.

Attachments area

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Mon, Jul 13,4:10 PM

To me, contact

Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Jul 13,2020, 4:10 PM

To me, contact

Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support

GDAIMH<gdexxxxxxxxxx@. Com>
Fri, Jul 17,5:18 PM

To CouchHero

I'm not sending you my bank information. You must be crazy. You didn't have to wait to get the money so why now? I'm pretty familiar with issuing credits since I've had to do it for my business. So I know you are lying. I said I don't want the order since you told me that you have no idea when its shipping, and I meant it. I'm not going to continue to waste time with you. GIVE ME MY REFUND! Put it back on my card where you got it from. I noticed that you still haven't given me the timeframe when "you" would process it. If you process it, I'll have it within a few days. It was three days ago when I got your last email. I realize that you are holding it on purpose but it will not be worthwhile to do so. I will publish the full transcript of my conversations with you in the review if I further detect your insincerity in handling this matter.

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 13,2020, 8:09 PM

To CouchHero

I don't want your apologies, I said cancel it and that's what I meant! I want my money back. You haven't shipped it so what's the problem.

On Mon, Jul 13,2020 at 4:10 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support
On Tue, 14 Jul at 5:15 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
On July 6,2020 I sent you the attached screenshot of an email copy of a cancellation request, sent through your contact link of your website. I ordered my cover on June 28th and have not had the courtesy of a reply from you as of to date. As stated in the original contact link, via your website, if the order could not be filled by July 7th, it was to be cancelled and refunded. I do not need, nor want the item at this time since I have not heard back from you. Please immediately refund the price I submitted to you via my credit card. I am not willing to accept product from you at this point. My order number is 4133. A response would be appreciated.

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Jul 13,2020, 8:19 PM

To me

Hi GDAIMH,

We understand how you feel and we apologize for the inconvenience the delivery delays have caused. Would it be okay if we'll offer you a 20% discount to wait on your order and keep it when it arrives?

Looking forward to your response. Stay safe.

Sincerely,

John

CouchHero Customer Support

On Tue, 14 Jul at 10:09 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I don't want your apologies, I said cancel it and that's what I meant! I want my money back. You haven't shipped it so what's the problem.

On Mon, Jul 13,2020 at 4:10 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
Thank you for reaching back to us. Unfortunately, we are facing challenges on the shipment due to massive flight suspensions and reduced air freight capacity to fly out orders. We would like to reassure you that we are doing our best to get your order to you.

There's no date for the shipment yet. Your orders are already in hand but we're doing our best to find available freight services to ship them. The tracking information will be available once the shipment has commenced.

We're so sorry about this and we hope you're staying healthy and safe.

Sincerely,

Davin
CouchHero Customer Support
On Tue, 14 Jul at 5:15 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
On July 6,2020 I sent you the attached screenshot of an email copy of a cancellation request, sent through your contact link of your website. I ordered my cover on June 28th and have not had the courtesy of a reply from you as of to date. As stated in the original contact link, via your website, if the order could not be filled by July 7th, it was to be cancelled and refunded. I do not need, nor want the item at this time since I have not heard back from you. Please immediately refund the price I submitted to you via my credit card. I am not willing to accept product from you at this point. My order number is 4133. A response would be appreciated.
GDAIMH<gdexxxxxxxxxx@. Com>
Jul 13,2020, 9:08 PM

To CouchHero

No. I'm ordering something that I can get in a reasonable timeframe, I want a refund. If you were having shipping problems, you should have indicated the potential on your website, Moreover, no response to my original contact shows poor customer service.

On Mon, Jul 13,2020 at 8:19 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi George,

We understand how you feel and we apologize for the inconvenience the delivery delays have caused. Would it be okay if we'll offer you a 20% discount to wait on your order and keep it when it arrives?

Looking forward to your response. Stay safe.

Sincerely,

John
CouchHero Customer Support
CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Mon, Jul 13,9:24 PM

To me

Hi GDAIMH XXXXX,
Thank you for getting back to us. We have canceled your order and may we ask for your PayPal account for us to credit the refund?

Looking forward to your response. Stay safe.

Sincerely,

Jec
CouchHero Customer Support

On Tue, 14 Jul at 11:08 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
No. I'm ordering something that I can get in a reasonable timeframe, I want a refund. If you were having shipping problems, you should have indicated the potential on your website, Moreover, no response to my original contact shows poor customer service.

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 14,2020, 5:12 PM

To CouchHero

I didn't pay you through PayPal, so you're not paying me back through PayPal. I want the charge credited just like you took it.

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Tue, Jul 14,5:32 PM

To me

Hi GDAIMH,

We understand.

I have forwarded this to our Finance Department for refund. They will send you an update once it is completed.

Sincerely,

John
CouchHero Customer Support

On Wed, 15 Jul at 7:12 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I didn't pay you through PayPal, so you're not paying me back through PayPal. I want the charge credited just like you took it.

On Mon, Jul 13,2020 at 9:24 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH XXXXX,
Thank you for getting back to us. We have canceled your order and may we ask for your PayPal account for us to credit the refund?

Looking forward to your response. Stay safe.

Sincerely,

Jec
CouchHero Customer Support

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 17,2020, 4:46 PM

To CouchHero

Why have you not processed my refund? I already told you that I do not want the order since you could not send it and I am not accepting any orders from you since you were notified well in advance, once you could not provide customer service. I want to know when the refund transaction was processed. It should have been the same day we last communicated.

On Tue, Jul 14,2020 at 5:32 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,

We understand.

I have forwarded this to our Finance Department for refund. They will send you an update once it is completed.

Sincerely,

John
CouchHero Customer Support

On Wed, 15 Jul at 7:12 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I didn't pay you through PayPal, so you're not paying me back through PayPal. I want the charge credited just like you took it.

On Mon, Jul 13,2020 at 9:24 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH XXXXX,
Thank you for getting back to us. We have canceled your order and may we ask for your PayPal account for us to credit the refund?

Looking forward to your response. Stay safe.

Sincerely,

Jec

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Fri, Jul 17,5:00 PM

To me

Hi GDAIMH,
As much as we would like to credit the refund directly to your card, it would take longer for the credit to reflect on your account.

We can still process the credit to your card but you will have to wait.

Please confirm if you wish to wait or kindly send us your bank information for faster processing.

Let us know how you would like to proceed. Stay safe.

Sincerely,

Davin
CouchHero Customer Support

On Sat, 18 Jul at 6:47 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
Why have you not processed my refund? I already told you that I do not want the order since you could not send it and I am not accepting any orders from you since you were notified well in advance, once you could not provide customer service. I want to know when the refund transaction was processed. It should have been the same day we last communicated.

On Tue, Jul 14,2020 at 5:32 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,

We understand.

I have forwarded this to our Finance Department for refund. They will send you an update once it is completed.

Sincerely,

John
CouchHero Customer Support

GDAIMH<gdexxxxxxxxxx@. Com>
Jul 17,2020, 5:18 PM

To CouchHero

I'm not sending you my bank information. You must be crazy. You didn't have to wait to get the money so why now? I'm pretty familiar with issuing credits since I've had to do it for my business. So I know you are lying. I said I don't want the order since you told me that you have no idea when its shipping, and I meant it. I'm not going to continue to waste time with you. GIVE ME MY REFUND! Put it back on my card where you got it from. I noticed that you still haven't given me the timeframe when "you" would process it. If you process it, I'll have it within a few days. It was three days ago when I got your last email. I realize that you are holding it on purpose but it will not be worthwhile to do so. I will publish the full transcript of my conversations with you in the review if I further detect your insincerity in handling this matter.

On Fri, Jul 17,2020 at 5:00 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
As much as we would like to credit the refund directly to your card, it would take longer for the credit to reflect on your account.

We can still process the credit to your card but you will have to wait.

Please confirm if you wish to wait or kindly send us your bank information for faster processing.

Let us know how you would like to proceed. Stay safe.

Sincerely,

Davin
CouchHero Customer Support

On Sat, 18 Jul at 6:47 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
Why have you not processed my refund? I already told you that I do not want the order since you could not send it and I am not accepting any orders from you since you were notified well in advance, once you could not provide customer service. I want to know when the refund transaction was processed. It should have been the same day we last communicated.

CouchHero Customer Support *******@couchhero.freshdesk.com via sendgrid.net

Oct 4,2020, 6:52 AM

To me

Hi GDAIMH,
Thanks for getting back to us! We have canceled your order (#4133) and refund has been issued. Please allow 3 - 10 business days for your bank to process the refund and reflect on your account (delays may occur due to the current situation).

A refund notification has been sent to your email.

Let us know if you have any more questions. Stay safe.

Sincerely,

Tobey
CouchHero Customer Support

On Sat, 18 Jul at 7:19 AM, GDAIMH<gdexxxxxxxxxx@. Com> wrote:
I'm not sending you my bank information. You must be crazy. You didn't have to wait to get the money so why now? I'm pretty familiar with issuing credits since I've had to do it for my business. So I know you are lying. I said I don't want the order since you told me that you have no idea when its shipping, and I meant it. I'm not going to continue to waste time with you. GIVE ME MY REFUND! Put it back on my card where you got it from. I noticed that you still haven't given me the timeframe when "you" would process it. If you process it, I'll have it within a few days. It was three days ago when I got your last email. I realize that you are holding it on purpose but it will not be worthwhile to do so. I will publish the full transcript of my conversations with you in the review if I further detect your insincerity in handling this matter.

On Fri, Jul 17,2020 at 5:00 PM CouchHero Customer Support <*******@couchhero.freshdesk.com> wrote:
Hi GDAIMH,
As much as we would like to credit the refund directly to your card, it would take longer for the credit to reflect on your account.

We can still process the credit to your card but you will have to wait.

Please confirm if you wish to wait or kindly send us your bank information for faster processing.

Let us know how you would like to proceed. Stay safe.

Sincerely,

Davin
CouchHero Customer Support

On Sat, 18 Jul at 6:47 AM, GDAIMH<gdexxxxxxxxxx@. Com> wro

LAST I HEARD FROM THEM