Product arrived damaged and used item sold as new, issue not properly acknowledged
I purchased this product new through Amazon Europe for professional use. -V360EVO-ELITE Dual-Axis -
The Amazon outer packaging arrived in perfect condition, however the product inside was damaged, with visible dents, scratches, and poorly preserved internal packaging. I have photos and video evidence of this, although I understand that this platform may not always allow media uploads.
The main issue in my experience was the customer service interaction. Despite providing clear evidence, the seller did not accept responsibility for the condition of the product. Instead, the issue was attributed to transportation, even though the external Amazon box was completely intact.
From my perspective, the damage is consistent with a product that was not properly handled or possibly not in truly new condition.
What did not work well in this case was the lack of acknowledgment of the problem and the initial refusal to accept the evidence provided. This created a frustrating and time-consuming process.
Eventually, no direct replacement option was offered through the system, only a return or repurchase process, which caused delays in my professional work.
How could this company improve?
Better quality control before shipping, clearer inspection of products, and most importantly, a more transparent and accountable customer service approach when valid evidence is provided.