Panda Security
Panda Distribution Woudn't send refund until I complained to Better Business Bureau

I purchased Panda Security AntiVirus 2010 on 8/24 at MircoCenter (a retail store). Panda Security claimed to be Windows 7 ready. It was not. But there was 30-day refund guarantee. On the packaging Panda had printed a false URL to apply for the refund (which Panda did not re-direct to a functioning web page).

I tracked them down and filed for a refund. Panda responded by telling me to send my proof-of-purchase to a US postal address, which was returned to me as undeliverable because they had moved away and it could not be forwarded! So I kept after them, and they sent me their correct address. Fortunately both times I used Certified Mail.

Then began weeks and months of neither sending the refund nor responding to communications by email and telephone. I even wrote to the feedbackCEO email address to CEO Juan Santana. He could have easily forwarded that message and said "this is unreasonable and disreputable of Panda Security, an Internet-security company; please take care of this customer ASAP." But no response at all from Santana.

After four months of no satisfaction I contacted the Better Business Bureau of Los Angeles. Almost like magic, I had an immediate response from Panda! It took another 2.5 weeks to post my refund check — exactly 5 months and one day after my purchase. Panda Security evaded by giving two false addresses (electronic and physical) and then reacted only when they were all-but-physically forced to do so because of formal complaint to a third party. BBB of LA was awesome and stayed on top of it through a very user-friendly electronic complaint process.

Company: Panda Security
Country: USA
State: California
City: Glendale
Address: 121 West Lexington Drive, Bldg 401 Suite L106
Phone: 8185436901
Site: pandasecurityus.com

  <     >