ZERO STARS
ZERO STARS — BUYER BEWARE! Absolutely Disgraceful Company!
I purchased a Fraimic, and it simply did not work. But the defective product was only the beginning of an unbelievably frustrating experience.
There is no customer service phone number, no live person to speak with, and apparently nobody willing to help. When I requested a return, they insisted I first allow them to try to fix it. Their idea of “fixing” it was emailing me a generic troubleshooting link I could have found myself! I specifically asked for someone to help me. Nobody was available.
When I insisted on returning the defective product, they demanded that I pay the return shipping, despite my understanding of California consumer protection laws.
Then it became downright outrageous. After I posted a negative review, I received a communication indicating they would remove it. Worse, a man identifying himself as Anthony, apparently the CEO or president, began personally insulting me simply because I wanted to return a product that didn’t work!
I’ve dealt with countless companies over the years, and this ranks among the worst customer experiences I’ve ever had.
A defective product, nonexistent customer support, questionable return practices, threats to remove negative reviews, and personal insults from someone in management.
BUYER BEWARE! I wouldn’t recommend this company to anyone. Save yourself the money, frustration, and aggravation. ZERO STARS!
I'll be brief. The reply from the company is this: disingenuous and just simply untrue. I'm happy to post the emails.
I requested a return of the product. That's it. The website says "14-day return policy" with no instructions on how to return. When I contacted them, they said, "Can you let our support team help you fix it?" I said yes. Instead, what I got was just a link. There are no live people to talk to. I tried fixing it via the link. It didn't work, so I asked for a return again. Again, they wouldn't return it, so I wrote a negative review.
I then got an email from their CEO or founder, named Anthony. I'm not sure which one he was. He claims that he was going to take the review off their website because it wasn't pertinent to the product. Then he continued to call me names. I think he called me either a moron or "What's wrong with you?" I can't remember, but I will post the email if they refute it.
Never got a refund. Finally, they said, "You can send it back." They sent me a ticket to send it back, but I had to pay for the shipping back. I'm not going to pay for the shipping back on a product that came defective. California, in fact, supports that, and the rule is that unless there's a service center near me, they had to pay for the return postage, which is not going to be cheap.
Those are the truths. You decide for yourself how you want to deal with this company. There are no live people to talk to. They don't honor their return policy, and they've lied in a ridiculous way that can easily be disproved by just posting the texts and the emails. What's more alarming is they think that they can take off negative reviews. When you read the reviews on this company, take into account that they may have taken away all the negative reviews. That's all I have to say.
Antwoord van Fraimic
We’re sorry to hear that this customer remains frustrated, but we do want to clarify several important details.
Our support team made multiple attempts to assist this customer with setting up their Fraimic, including providing troubleshooting instructions. When the customer refused to try our troubleshooting instructions, our founder personally reached out to offer direct assistance. Unfortunately, the customer declined that help and chose to pursue a refund instead.
We respected that decision and issued a Return Merchandise Authorization (RMA) so the product could be returned and the refund processed. As of today, the customer has not returned the unit, which is why the refund remains outstanding.
We also feel it's important to note that this customer has contacted both our support team and our founder directly, threatening to publicly disparage our company and spread misleading information across multiple platforms and channels. While we fully respect every customer's right to share their experience and provide honest feedback, we do not appreciate threats intended to pressure our team. Despite these communications, we have continued to act in good faith and have taken the necessary steps to facilitate the customer's refund.
We also want to directly address the customer's claim that we threatened to remove their negative review. This is categorically false. At no point did anyone at Fraimic threaten to remove this customer's review, nor have we ever removed it. In fact, the original negative review remains publicly visible on our website today. We welcome honest feedback, including criticism, and believe customers deserve to hear all perspectives. However, making false claims about our company's actions is neither fair nor constructive.
We understand that technical issues can be frustrating, and we genuinely want every customer to have a great experience with Fraimic. However, we do ask customers to give our team an opportunity to help resolve issues and to follow the return process when requesting a refund.
We stand behind our product, our support team, and our willingness to make things right. While we can't guarantee every interaction will end in satisfaction, we remain committed to treating our customers fairly and professionally.
