***Stay far away. We had an extremely negative experience working with CAE Online.They received $26,500 from me for a Thermo 3500xl and then began making excuse after excuse as to why the instrument was not shipping. Over the course of three months, they changed the location of the machine, changed the serial number, and repeatedly failed to provide photos of my actual unit.I was repeatedly told that the machine was located in a secured facility that required extensive documentation, permissions, and signatures to enter. These explanations were used to justify long delays and lack of transparency. After months of this, I was finally told the truth: the 3500xl was actually located in Malaysia, inside someone’s private residence.Because it was in a residential building, we were forced to pay an additional $300 just to remove it—something that was never disclosed upfront.They also charged me $500 for crating, then claimed they needed additional packing materials and that this would delay shipment by another two weeks. At that point, I canceled the crating and requested a refund. They agreed in writing and said the refund was “processing.” After a week, I was told they only process payments mid-month.It is now December 22, and the $500 has still not been returned. At this point, they have stopped responding altogether.The owner, Ryan, repeatedly disappears and excuses the lack of communication by saying he is “busy with hundreds of orders and thousands of emails.” That is not an acceptable explanation for taking tens of thousands of dollars and then failing to communicate or follow through.This experience involved misrepresentation, constant delays, changing stories, and unresolved refunds. Based on my experience, I strongly recommend staying far away. Do not purchase equipment from this company unless you are prepared for significant risk, stress, and financial exposure.
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