Review Time
I had to return an item because it didn’t work as promised, and the entire return process seemed designed to squeeze you for every penny. Their “30-day” return window begins when the order ships, not when you actually receive it, so you're already missing several days just waiting for delivery. Regardless of the reason, even if the product is defective and it's clearly not your fault, they impose a 20% restocking fee, and you have to pay for return shipping. They sent mine in a flimsy envelope that couldn’t be reused, so I had to buy a proper box just to send it back securely. After receiving the RMA email with the number, they only give you 10 business days for the package to arrive at their warehouse—not just for you to send it. Many companies allow you to postmark it within the timeframe, but they require it to be received by then. Add weekends, holidays, or any delays, and you’re racing to the post office, forced to pay for expedited shipping because cheap ground won’t suffice. Furthermore, they take up to 15 business days to process your refund once they receive it. How is any of this customer-friendly? It feels like they make returning items as painful and costly as possible, especially if something goes wrong on their end. Total rip-off! Avoid this company! One star!!
I ordered a $300 router to enhance my multi-WAN setup for work VoIP. Despite extensive troubleshooting (firmware updates, MTU adjustments, SIP Compatibility Mode, factory resets), the router was incompatible—VoIP services failed to register while everything worked fine when bypassing it. The return process was frustrating and seemed like deliberate delay tactics:• First, they requested photos of the router and contents.• Then, in a separate email, they wanted photos of all sides (something they could have asked for upfront).• In between, they suggested a fix that didn't work. Finally, after I pushed again, they issued the RMA—but only after reiterating their 20% restocking fee (~$60). I also had to pay ~$30 for return shipping (they don’t cover it). In total, returning a product that never functioned as intended cost me nearly $100. Think twice before buying from this seller. Their rigid no-exception policies, long return process, and lack of customer goodwill make it an expensive mistake. I won’t be returning.
I approached this device with limited knowledge. The online experience for the product was good. I received a call from tech support after my purchase—a pleasant surprise. I bought the device for a house I won’t be at for a few months, and I will install it when I arrive.
The purchase went smoothly, and the customer service representative was helpful. However, they failed to inform me to enable my feature on my router for a few minutes so it would receive an update for my 2-year renewal purchase. Soon, while logged into my router, I was receiving urgent notices that my support was expiring soon (and I had just purchased a 2-year renewal). I discovered this after calling to inquire about my purchase. A bigger issue occurred a year earlier when I purchased my first router. The original support started immediately, but it took a while to receive the router, which arrived defective. The staff assisted me with the replacement order and return, but the support period wasn’t reset, nor was I informed to do so. The replacement arrived later, and I lost support time on a device I didn't even have. After 10 months, I received my renewal notice and appealed, explaining the delays and issues. I received a denial, stating they needed to be informed within 2 weeks of receiving the original defective hardware. Again, the sales representative failed to inform them. There are two related examples of the sales associate not completing necessary steps during a purchase. Perhaps some training is needed, as they have good people on staff.
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