ICEWHALE: Consumer Alert: Damaged Products, Unprofessional Service, and Incomplete Refunds for Orders

Insight & Feedback
1

Introduction

I share here an account based on my extremely frustrating experience with the company responsible for orders #24554 and #24521. From the very beginning, on January 7, 2025, I faced a series of issues—from damaged products due to inadequate packaging to excruciating delays in responses and logistical failures, such as the absence of a person with a valid SSN in the USA to receive the package. This account serves as a warning to future consumers, as it demonstrates the neglect the company shows when its own packaging errors cause problems. I emphasize that on February 21, 2025, I received only the refund for the HDD purchase, and since then, my requests for a refund of the shipping costs and taxes have been completely ignored. If anyone would like more details, photos, and additional information, I am available to share them privately.

Chronological Account of the Events

  • January 7, 2025:
    I initiated contact by reporting severe issues with the HDDs acquired (orders #24554 and #24521). I stated that, out of the 6 HDDs purchased, 4 exhibited spinning failures, 2 made strange noises, and 2 displayed visible damage on the PCB—evidence of inadequate packaging.

  • January 8, 2025:
    I received the first response from the support team, who requested that I send photos and additional details about the damages. I forwarded high-resolution images proving that the HDDs were stacked without proper protection, which resulted in scratches and other damages.

  • January 13, 2025:
    I questioned whether an issue with the backplane of my device might be contributing to the damage and reinforced that the case was not being resolved satisfactorily, demonstrating the company’s disregard.

  • January 15, 2025:
    After confirming the credit card payment, I urgently requested an update regarding either an exchange or a refund, since the issues persisted and no concrete solution had been provided.

  • January 16, 2025:
    Nancy, from the Supply Chain team, sent me the address for returning the HDDs (located in the USA). Upon confirming the address, I discovered that there was no person with a valid SSN to receive the package, evidencing a severe logistical failure.

  • January 21, 2025:
    I sent payment proofs, a shipping label with tracking, and other documents, reiterating the urgency of a resolution. However, the package was not even accepted by UPS, as no authorization was given for dispatch due to the absence of a qualified recipient in the USA.

  • January 25, 2025:
    I insisted again on the need for a response and solution, stressing that the issue persisted without any estimated time for resolution.

  • January 27, 2025:
    I was informed that the company would be on holiday for Chinese New Year (from January 27 to February 4, 2025), which further delayed the resolution of the case.

  • February 11 and 13, 2025:
    After almost two months of waiting, I sent new emails requesting updates on the exchange tickets, emphasizing that I had reached the end of my patience and demanding an immediate response.

  • February 18, 2025:
    I sent a forceful email, making it clear that after 20 exchanged emails and two months of waiting, the situation still had not been resolved, increasing my dissatisfaction and concern regarding the treatment provided.

  • February 19, 2025:
    I decided that I no longer wanted the HDDs and demanded a full refund—including the shipping and tax amounts—while also expressing my intention to seek another supplier if the situation was not resolved immediately.

  • February 20, 2025:
    I emphasized that the company had not provided a valid document for receiving the package (they used a passport, which is not accepted as valid) and insisted on obtaining a concrete date for the refund of the shipping and tax costs.

  • February 21, 2025:
    I received the refund only for the HDD purchase. After this refund, the company began to ignore my requests for reimbursement of the shipping costs and taxes.

  • February 25, 2025:
    I reiterated in a new email the urgency of a response, as the problem remains unresolved and the company continues to adopt measures that only delay and hinder the refund of the outstanding amounts.

Conclusion and Warning

This account clearly demonstrates how the company treats its consumers when packaging errors cause product damages. The delays in responses, the neglect in resolving the issue, and the failure to reimburse additional costs (shipping and taxes) are unmistakable signs of a flawed customer service policy that can seriously harm any consumer.

I reiterate: if you are considering purchasing products from this company, be aware and carefully assess the risks. For more information, photos, and details, I am available to discuss further in private.

Sincerely,

Lucas

2

Dear Lucas,

Thank you for bringing your experience with orders #24554 and #24521 to our attention. We sincerely apologize for the frustration and inconvenience you’ve faced due to the damaged products, delays in communication, and logistical issues. We deeply regret that our service has not met your expectations or our own standards, and we take full responsibility for the shortcomings you’ve outlined.

Currently, our supply chain team is actively communicating with you regarding the tax matters and has reached out via email. Please check your inbox (including the spam folder) for the latest updates and details.

If you have any questions or need further assistance, please feel free to contact us via private message or email at any time. We are committed to resolving this matter for you as soon as possible and ensuring your satisfaction.

Once again, we apologize for the inconvenience and appreciate your understanding.

Sincerely,

The ICEWHALE Team

3

Hi everyone,

I wanted to provide an update on my case. The company contacted me and informed that my refund request was denied because the amount was considered too high. I responded by explaining that the document and receipt I submitted are official, and I even provided a link to the Brazilian government’s tax calculator: https://www4.receita.fazenda.gov.br/simulador/

Note: We are subject to a 60% import tax, 18% ICMS, and 6% PIS/COFINS, all applied cumulatively—including on the freight.

I’ll keep you posted on any further developments.

Lucas

4

Sorry for your troubles man but your post straight up bitching about the USPS service is kind of funny.

In the USA you do no require a SSN of a individual to send a package to someone or receive one. if you asked for that you would be called a scammer along with many other names.

To add to this point, this is a business and not a individual and business do not have SSN’s…

So after removing the postal (USPS) stuff your left with:

“The company I bought something from didn’t refund my international tax and international shipping.”

This is common practice due to it being a tax on you and not them and same for the shipping.

Don’t like it?
The reality is you purchased something from a vendor not on your shore and they didn’t provide you with what you needed. Move on. Cut your losses. Build a x86 system with local components and source your own drives/parts from your own shore and use Zimaos software on it.

5

Hello Daddy,

I really agree with what you said, but I’d like to add a few considerations:

  1. Shipping to the United States:
    The decision to have the defective hard drives sent to the United States, in the name of an individual, was not mine – it was made by the support team. I could have shipped them anywhere in the world. Therefore, it’s the responsibility of the person in charge of the company who requested the return to know and comply with the applicable laws and regulations.
  2. Tax Refund:
    In a conventional warranty process—where the product comes with a factory defect or develops a fault after some time of use—I understand that paying the taxes is normal and correct. However, in this case, the products were damaged due to poor packaging. All six hard drives were affected, and I have already sent photos to them. They agreed with the assessment and will indeed process a refund, including the taxes.
  3. Buying Locally vs. From the Same Supplier:
    I agree with you about buying from the local market, but I chose to purchase everything from the same supplier to avoid compatibility issues, especially since I’m buying a NAS that requires compatible hard drives to function properly. With the manufacturer, I’m confident about the compatibility.
    As for the “move on” suggestion—yes, I’m already following that approach. Once I receive all the refunds, I will definitely make future purchases locally.

These are my considerations regarding the situation. I hope this helps clarify the points under discussion.

BR,

Lucas

6

Hello everyone!

Refund done!