Think twice before buying an Ascentiz H Ultra, my $1,747.90 order was incomplete and I still can’t return the unopened product.
I rarely post negative experiences about companies, but after what I have experienced with Ascentiz, I think prospective buyers should know what happened before spending this kind of money.
I purchased an Ascentiz H Ultra for $1,747.90 on July 30. It was intended for my mother, who is undergoing cancer treatment, and I chose the H Ultra hoping it would help with her mobility.
The unit arrived on August 11, but my order was incomplete. The H Ultra is sold as coming with two batteries. I received only one. Accessories that I separately purchased and paid for were also not delivered.
I contacted Ascentiz on August 14 because I had international travel approaching and urgently needed the missing items. On August 17, I was told that the outstanding items had not even arrived at their warehouse and were expected around the end of the month.
That was the point where I lost confidence.
With a product this expensive, you are not only buying the hardware. You are relying on the company for batteries, accessories, replacement parts, warranty assistance, and after-sales support. If completing my brand-new order was already this difficult, I was uncomfortable relying on the company for future support.
On August 18, only seven days after receiving it, I requested a return and full refund.
The important part is this: I never opened the H Ultra. I never used it. The package remains sealed in its original packaging.
Despite the incomplete order and unopened product, Ascentiz told me it intended to deduct a 10% handling/restocking fee from my refund.
Even more frustratingly, on August 21, Ascentiz acknowledged my confirmation that the package remained completely unopened and unused and told me that its logistics team had been asked to provide the return authorization and shipping label.
Today is August 31. Ten days later, I still have neither.
So I have an unopened $1,747.90 product sitting in its original packaging, I requested the return within their advertised return period, I am completely willing to send it back, yet I still cannot complete the return because I have not been provided the return authorization and label they said they were arranging.
I have now had to pursue the matter through my credit card issuer and file a BBB complaint.
Based on my experience so far, I cannot recommend purchasing an Ascentiz H Ultra, particularly if after-sales support, replacement parts, batteries, or the ability to return the product are important to you.
The product itself may be good. I cannot comment on that because I deliberately never opened or used mine. My warning is about the purchasing, fulfillment, and customer-service experience.
For a product at this price, I expected much better.
If Ascentiz resolves the matter fairly, I will update this post accordingly. But until then, I would strongly advise prospective buyers to consider the after-sales experience, not just the specifications of the product, before purchasing.
If anyone else has dealt with Ascentiz, especially for a return, warranty claim, replacement battery, or after-sales support, I would be interested to hear how your experience went.