leecast Posted June 8, 2023 Share Posted June 8, 2023 I wanted to share this and was not sure if there was a better forum to choose, so here it is... I have had some success with Zooz products and like an outdoor motion detector they make as it takes common batteries and seems to work well with eisy. I went to their site to order more of them as the pricing is better than on Amazon. I provided my CC info and placed the order. Moments later an email order confirmation arrived. Right after that, an order cancelation message arrived without reason. I tried calling and went straight to voice mail. I emailed multiple times over the course of a week and got nothing back. I also left two additional voicemail messages. The order status on their site says "fraud." I have ordered from them before with the same card and all is legit with my card and my end of things. Is my experience with them unique? Are they going out of business or something? Horrible. Thanks for reading my rant. ;) Link to comment
vbPhil Posted June 8, 2023 Share Posted June 8, 2023 7 minutes ago, leecast said: Is my experience with them unique? Sorry to hear about your issue with them. My experience has been good in 2022 and Jan 2023 was my last purchase. They have replaced broken devices for me in the past as well as evaluated a device that wasn't working well for me. So, no real issues that I've seen but no transactions with them for many months. Link to comment
Javi Posted June 8, 2023 Share Posted June 8, 2023 I have no experience with this company, but have had orders canceled with similar status. Every time it was the Credit Card provider who canceled the order and added the fraud alert for the merchant. I needed to call the Credit Card Provider to approve transactions for the merchant then submit the order. The CC continued to work for other transactions only failed with a single merchant. 2 Link to comment
Jimbo.Automates Posted June 10, 2023 Share Posted June 10, 2023 Sorry for your issues, but I had great experiences with them in the past. I've ordered from them many times and they were also very responsive to emails. Sounds like that's changed now which is too bad.Sent from my Pixel 6 Pro using Tapatalk 1 Link to comment
Athlon Posted June 10, 2023 Share Posted June 10, 2023 On 6/8/2023 at 3:57 PM, Javi said: I have no experience with this company, but have had orders canceled with similar status. Every time it was the Credit Card provider who canceled the order and added the fraud alert for the merchant. I needed to call the Credit Card Provider to approve transactions for the merchant then submit the order. The CC continued to work for other transactions only failed with a single merchant. Yep - the OP needs to contact his CC company for sure. Something triggered his bank and he should find out what that is ASAP. 95% it's not 'thesmartesthouse.com' at fault here. 1 Link to comment
leecast Posted June 10, 2023 Author Share Posted June 10, 2023 1 hour ago, Athlon said: Yep - the OP needs to contact his CC company for sure. Something triggered his bank and he should find out what that is ASAP. 95% it's not 'thesmartesthouse.com' at fault here. I appreciate giving them the benefit of the doubt, which I did initially as well. They have now had a week to return any of three emails and three voicemails without a word. I did also check with my CC and it appears the charge never hit my account and was not declined by them. I also tried another payment method yesterday and placed the same order with identical results. An initial confirmation email, and seconds later a cancellation message. I can understand if people set up a storefront like this is a part-time/side-hustle thing, and if they have regular jobs. But a week gone by is way too long without any contact or explanation in my opinion. I can only guess that either there are issues with their transaction system, bank, and/or staffing causing the current issues. I have generally been very happy with ZOOZ products. As this storefront indicates they are the makers of them, I would expect more. I did also contact ZOOZ support and did receive a prompt reply saying they cannot do anything to help with transactions from any vendors. So, my choices now are to pay much more for the same products through Amazon, hope to hear back someday with some reasonable justification for the transaction problems and lack of timely response, or move on to another brand and vendor. Has anyone had good luck with any Z-Wave Plus motion sensors that take either AA, AAA, or 9V batteries? I prefer to stay away from specialty battery types if possible. Thanks! Link to comment
leecast Posted June 10, 2023 Author Share Posted June 10, 2023 On 6/8/2023 at 3:57 PM, Javi said: I have no experience with this company, but have had orders canceled with similar status. Every time it was the Credit Card provider who canceled the order and added the fraud alert for the merchant. I needed to call the Credit Card Provider to approve transactions for the merchant then submit the order. The CC continued to work for other transactions only failed with a single merchant. Thanks, Javi. As far as I can tell, it was not an issue with my CC company. No fraud alert and no signs of an attempted charge. I actually tried another valid payment method yesterday with the same results. Link to comment
Athlon Posted June 10, 2023 Share Posted June 10, 2023 2 hours ago, leecast said: I appreciate giving them the benefit of the doubt, which I did initially as well. They have now had a week to return any of three emails and three voicemails without a word. I did also check with my CC and it appears the charge never hit my account and was not declined by them. I also tried another payment method yesterday and placed the same order with identical results. An initial confirmation email, and seconds later a cancellation message. I can understand if people set up a storefront like this is a part-time/side-hustle thing, and if they have regular jobs. But a week gone by is way too long without any contact or explanation in my opinion. I can only guess that either there are issues with their transaction system, bank, and/or staffing causing the current issues. I have generally been very happy with ZOOZ products. As this storefront indicates they are the makers of them, I would expect more. I did also contact ZOOZ support and did receive a prompt reply saying they cannot do anything to help with transactions from any vendors. So, my choices now are to pay much more for the same products through Amazon, hope to hear back someday with some reasonable justification for the transaction problems and lack of timely response, or move on to another brand and vendor. Has anyone had good luck with any Z-Wave Plus motion sensors that take either AA, AAA, or 9V batteries? I prefer to stay away from specialty battery types if possible. Thanks! Odd for sure... Link to comment
lilyoyo1 Posted June 10, 2023 Share Posted June 10, 2023 This isn't my experience either. As a matter of fact, I just placed an order last week without any problems Link to comment
landolfi Posted June 10, 2023 Share Posted June 10, 2023 I've bought about 10 Zooz products from them and found them to be very prompt with shipping and support. Link to comment
tlightne Posted June 10, 2023 Share Posted June 10, 2023 (edited) Placed an order today for (2) Zoos Open/Close sensors. Order processed promptly with credit card charged. Confirmation email received. Awaiting tracking number but since it is Saturday I expect to see that sometime Monday.. Monday Update: I received and email @ 8:27 am with a shipping notification and tracking info. Looks like there are no issues with The Smartest House. Thursday Update: Order arrived all is well.... Edited June 17, 2023 by tlightne 1 Link to comment
leecast Posted June 27, 2023 Author Share Posted June 27, 2023 I felt the need to post an update. The folks at this online store are the worst and least professional group with whom I have ever dealt. After not returning phone calls or emails, and attempting to place my order multiple times with various payment methods over the course of a month, I finally got a response indicating that they essentially blacklisted my account and claim it cannot be undone. This is really amateur hour. They give a number of vague reasons why this can happen, and the only thing I can come up with is that on one of the orders I placed, in which I received a single defective item that I sent back, they claimed it was not defective and wanted to deduct fees from my refund. I challenged that and they acquiesced. It seems they then blacklisted me and prevented me from ever ordering again. Seriously?! Talk about passive-aggressive behavior. There is nothing wrong with any of my credit cards, my shipping address, or my IP address. I spent money with them, wanted to spend more, and they simply will not allow me to buy from them. What in the world?! I attached what I was sent most recently: Should I receive further updates or anything that attempts to rectify this, I will post about them. I actually like their Zooz products. Some of them seem quite good for the money. Their business currently gets zero stars from me. Buyer beware. Link to comment
vbPhil Posted June 27, 2023 Share Posted June 27, 2023 That is utterly ridiculous and rotten customer service when they say it can't be undone. They should at least fire that third party provider or give you some recourse. Very strange because I've had just the opposite experience with orders, defective items and returns with them. Not very smartest of them. 1 Link to comment
tlightne Posted June 27, 2023 Share Posted June 27, 2023 I want to thank @leecastfor posting his original post (complaint) about this company. I had never heard about them until the post. Since the original post I have placed three orders all of which were processed on a timely manner. In fact the last order I placed on Friday 2:30 eastern time and I received it Monday morning without pay for expedited shipping. Their prices are the cheapest for Zooz products..... Thank you.. 1 Link to comment
leecast Posted June 27, 2023 Author Share Posted June 27, 2023 3 minutes ago, tlightne said: I want to thank @leecastfor posting his original post (complaint) about this company. I had never heard about them until the post. Since the original post I have placed three orders all of which were processed on a timely manner. In fact the last order I placed on Friday 2:30 eastern time and I received it Monday morning without pay for expedited shipping. Their prices are the cheapest for Zooz products..... Thank you.. I am glad someone is getting good results from them. I could not be more dissatisfied presently. They are the cheapest for Zooz gear as they indicate they manufacture Zooz. I looked at a couple of the ratings sites and it seems my experiences are not unique. Lots of reports of horrible customer service, unreturned communications, bad returns policies, etc. They also shipped in used, tattered Amazon packaging for one of the orders I placed that I actually received. I would certainly expect that on eBay, but not from a new seller/manufacturer. I have done about all I can to not permanently write them off, but it seems they do not care for me, want me as a customer, or want my money. Link to comment
TheA2Z Posted July 6, 2023 Share Posted July 6, 2023 I've had good experiences with them in past ordering directly on their site or on Amazon. I have had fraud alerts before on expensive credit card purchases online in the past with other sites but usually either login to card site or call to validate the purchase. Link to comment
leecast Posted July 7, 2023 Author Share Posted July 7, 2023 16 hours ago, TheA2Z said: I've had good experiences with them in past ordering directly on their site or on Amazon. I have had fraud alerts before on expensive credit card purchases online in the past with other sites but usually either login to card site or call to validate the purchase. I looked into it, and it was not either of my credit cards, a blacklisted IP, or anything they will divulge. I returned a defective item they incorrectly claimed was not, I requested a refund, they gave it, and then appear to have blacklisted me from buying again internally. This is my best guess. They refuse to return calls or emails asking for assistance completing a purchase. Very unprofessional business. They also sent things using taped up old Amazon packaging at times. The price at that site is much better than Amazon, and the products are decent, but from my recent experiences, IMO they are a part-time clown show, petty, and inattentive. Their return policy is also terrible. I would expect much more from any legit business, and from people indicating that they manufacture Zooz products. #fail Link to comment
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