Karma Mobility Inc.

This customer has been refunded.

[redacted],
Hi. I want to make sure we're on the same page here-- "It's almost June, over 5 months." It has been almost over 5 months for what? Once again, your return was confirmed received at our fulfillment center on March [redacted].
.We're well aware of what our return policy states, but I'll continue to reiterate what I have been saying which is the fact that we're experiencing significant delays processing returns which is resulting in extended waits for customers to get their refunds. At this point in time it has been 
Once again, your return was confirmed received at our fulfillment center on March [redacted] and based on the date we received it you can expect to receive confirmation that your refund is on the way within 6-8 weeks.
Best regards,
Alex

Revdex.com:
The case can be closed but I am not satisfied with Karma's explanation.  They received the item in February and took over 7 weeks to process.  Unacceptable.
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], 
Thank you for taking the time to offer up this feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at home. We underestimated...

how many people would want to use Karma for home, and our metrics were wrong. 
In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support.
While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund for your device and any unused data you might have left. You can set up your return at [redacted]
Please feel free to email me directly through support ([redacted]) attn: Erin if you'd like any additional help. 
Best,
Erin A[redacted]
Karma

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
[redacted]
[redacted]   I have received the $189 back into my account from Karma Mobility, Inc., so this complaint can be closed now.  Thank you for all your assistance.

Hi [redacted],
Thank you for reaching out. 
I understand the wait has been very lengthy. My apologies for that, but please know that what we've communicated to you when you've been checking in the status of...

your refund is correct.
I can see that your return was confirmed received (checked-in) at our fulfillment center on March [redacted], which means it was then added to the queue of returns to be refunded. We have had, and currently have significantly higher than normal return volume, which is leading to heavy delays on all refunds. This is not specific to you, and in order to keep things as fair as possible, albeit lengthy, we're only processing refunds in the order which returns have been received. Based on your return date (March [redacted]), I do anticipate you'll receive confirmation notice of your refund fairly soon (within the next week or two). I know this isn't the immediate response you're looking for, but understand we're working through this is as quickly as possible, and I can assure you we'll process your refund just as soon as is humanly possible with the resources available to us right now.
If you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex).
Best,
Alex

Hi [redacted], Thank you for your email. It appears that you have requested a return for a refund but have not yet sent your device back. Once you return your device and it's processed through our warehouse, your refund for the device and any un-used service will be taken care of. If you...

need any further assistance returning your product, please feel free to contact me directly through support (Attn: Erin). Best,ErinKarma

Hi [redacted], 
It appears that your order was refunded in full on [redacted] including the extra shipping cost associated with the order. 
Please let me know if you need any additional help. Feel free to send an email directly to support attn: Erin. 
Best,
Erin...

A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:This response is as meaningless and empty as the company's initial reply. What is he refund policy? What does it mean to be "compliant" with this policy? When will a refund be issued? Karma hasn't even attempted to address what boils down to a simple, fundamental, and extremely valid complaint: the company sold us a defective device; it replaced that defective device with another defective device; its customer service is among the worst I have ever encountered. All we want is a refund of our initial purchase for a device that we cannot use and for data that we cannot access! I am happy to send the device back to Karma. This should be simple, easy, and straightforward. However, it seems as if Karma has no interest in resolving the matter, and I'm not surprised that it has an "F" rating with the Revdex.com.  I'm going to ask one last time, before moving ahead with legal action, for a full refund. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
Thanks for reaching out-- I am trying to locate your order in our system to give you an idea of where your refund currently stands in our queue but am unable to find it using the email address and name you entered here. Is there different info you use to place your...

order? You can reach me directly at [redacted] (ATTN: Alex) and I can help address this with you directly. 
Best regards,
Alex

Hi [redacted], 
Thank you for taking the time to offer up this feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at home. We underestimated...

how many people would want to use Karma for home, and our metrics were wrong. 
In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support.
While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund. You can set up your return at yourkarma.com/returns.
Please feel free to contact me directly through support if you need any further assistance. 
Best,
[redacted]

Hi [redacted], Erin here, Head of Customer Experience. I appreciate the very thoughtful feedback. We certainly want to make sure our customers have all the information about our product BEFORE they make their purchase and have set up the store accordingly. We take suggestions like this seriously...

and I will be certain to share them with my team for the future. We do have a banner on the top of all of the store pages which indicates the cost of the item plus what our base subscription would be if you don't choose another plan. I have included a screenshot for your reference. Our items ship out very quickly after you order so unfortunately, we didn't catch the cancellation until your order had already shipped out. I am happy to help arrange a label to be sent to you so that you can return your device for a full refund. If you'd like to continue with Karma and keep the device, I can also help discuss a little discount for future payments. I can understand this situation has been frustrating but I'd love to help if I can. Please feel free to contact me directly through customer support (Attn: Erin) to discuss options. Best,Erin A[redacted]

Revdex.com:
The case can be closed but I am not satisfied with Karma's explanation.  They received the item in February and took over 7 weeks to process.  Unacceptable.
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
Thank you for your email. According to our CC processing company, the transaction has been refunded and it was confirmed. If you'd like a receipt directly from the CC processing company, please contact me through support (attn: [redacted]) and I can provide that documentation to...

you. Best,
[redacted]

Hi [redacted],Thanks for following up. Since we’re experiencing higher than normal return volume, and processing returns in the order they’re received, refunds are taking substantially longer than normal to process. We'll send you an email as soon as your refund has been initiated. Based on the...

date we received your return (confirmed received at our fulfillment center on 3/**), our normal 2-3 week timeframe for processing refunds, and the abnormally high volume of returns we received, you can expect to receive confirmation with your refund details in the next few weeks. I understand your frustration as the wait time has been lengthy. This is certainly not ideal, but please know we're working diligently to get all returns and their subsequent refunds processed as quickly as possible.In the meantime, feel free to reach out to me directly at [redacted] (ATTN: Alex)Best,Alex F[redacted]

I appreciate your continued feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at home. We underestimated how many people would want to use Karma for home, and our metrics were wrong.
In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support. While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well. You can set up your return at [redacted].

Hi [redacted],
Thank you for reaching out. 
I understand the wait has been very lengthy due to the abnormally high volume of returns. My apologies for that, but please know that we're working diligently to...

get through all returns/refunds in as timely a manner possible. 
Good news is I can see that your return was confirmed received (checked-in) at our fulfillment center on March [redacted], and with that said, I expect that you'll receive confirmation that your refund is on the way within the next day or two.
If you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex).
Best,
Alex

Thank you for your response [redacted]. I can see that you are extremely frustrated. I wish their was something I could do to make you feel better.

I am  just like  other customers , Karma  claims  they refund the money  and  we never see it.
 
I guess I join  the lawsuit  being  setup   by  state new york
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 This is unacceptable and its the same response I get from Karma Customer service.. Every time I've contacted Karma they tell me two to three weeks yet its been two months. Karma acknowledges they received my return yet can't refund me? My patience has ended.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]