Beware of this company and their products
I received an unsolicited ad on the internet from BuyNuroClean advertising bathroom cleaning products that claimed to clean an entire toilet bowl without the need for scrubbing. I fell for the ad and ordered their toilet cleaning powder. During the order process, items were added to my order without providing me an opportunity before order placement to review and remove any unwanted product. Instead, I was charged $144.75 for products that I both wanted as well as those that I did not want.
Within 4 minutes of placing the order, I sent an email to their customer support email address explaining the issue and requesting that the unwanted items be removed from my order and that I not be charged for them. Customer support replied 2 minutes later and said they would check with the warehouse. Thirty minutes later the same representative informed me that the warehouse had already packaged my order and it was too late. However, the representative informed me that I would be able to return the unwanted product for a refund without issue.
Nineteen business days later (they claim shipping to US consumers within 7-12 business days), the product arrived and I tried the toilet bowl powder. BuyNuroClean claimed that the powder would foam up and clean the entire bowl. Nothing happened. I immediately sent a reply to the customer service email thread explaining that their product did not work as advertised and requested instruction on how to return the items for a full refund.
It took daily emails between myself and customer service for 7 additional days where I was offered a 25% refund, then a 70% refund, and then return shipping instructions with the caveat that I would be responsible for shipping the product back. In my initial email, and almost every subsequent email, I made it clear that because they shipped me unwanted product, that I would not be paying for return shipping.
I did everything that the company asked me to do including submitting an on-line survey of their process from ordering, to customer support, to product quality. All areas received an unsatisfactory rating from me. Even their survey user experience was terrible.
I believe, and stated to them clearly in my final email, that they were practicing delay tactics in order to use up the 30-day return window by making it extremely difficult to obtain my desired result which was a full 100% refund for the products that THEY added to my order and charged me for, and for the product that I did want but that did not work as advertised. Their website made false claims about product quality and how simple it would be to go through the return/refund process.
I also believe that they anticipate that most consumers will give up after one or two communication attempts in which case they have made their money while consumers are left with unusable and/or unwanted product and a hefty payment for unusable cleaning supplies.
In the end, they did refund my full purchase amount of $144.75, but if I had not been persistent I’m sure it would have gone their way.
This company, buynuroclean.com, falsely advertised their products, designed their ordering interface so that consumers do not have an opportunity to make changes and confirm their order before final purchase, and created an extremely tedious and time-consuming customer service process that most likely results in a loss of funds by unsatisfied consumers.
They should not be allowed to conduct commerce on US internet sites. Beware!
