Confusing pricing and inconsistent explanations for replacement parts.
I purchased an Airdog X5 Air Purifier about four years ago through Amazon. Within the first year, the internal wire frame broke and Airdog replaced it at that time.
Recently the same wire frame broke again, so I contacted customer service and was directed to their website to purchase a replacement. The product page lists the wire frame as “from $95 CAD.” When proceeding to checkout, the price increased to $123 CAD, but there was no clear explanation or itemized breakdown showing what the additional amount represented.
Customer service later stated that the difference between $95 and $123 was due to shipping. However, when I attempted to place the order, an additional $83 shipping charge was added on top of the $123 price. This directly contradicts the earlier explanation that the price increase already included shipping.
I also received a message from another representative indicating that I would be given a $20 discount, but no discount code or instructions were provided to apply it.
I documented the checkout page with screenshots because the pricing displayed to customers does not clearly show what the extra charges represent. For essential replacement parts that customers must purchase to continue using the machine, clear and transparent pricing should be standard.
The company must improve the clarity of its pricing and checkout process so customers can see the true total cost upfront and clearly understand what they are being charged for.