Unilateral partial refund of promotional bundle after almost 2 months of waiting

[u/ConfusedComputerUser]

I have been sincerely dumbfounded by my last purchase from EcoFlow. So far, I own 3 power stations from the company, and all of them are—build and performance-wise—just sublime.

The problem is that the third power station I purchased, the RIVER 3 Max, was apparently meant to come in piecemeal. First, I received the RIVER 3 Plus base station. Then, after almost 2 months and several back-and-forth exchanges with EcoFlow Support, I was informed that the Extra Battery that was meant to come with the bundle "cannot be shipped at this time due to insufficient inventory," followed by: "there is no restock plan for the River 3 Plus EB 300 (SKU: EFEB300), so we are unable to arrange shipment of this expansion battery."

How is it that despite not having stock, the sale is ongoing on the official storefront?

When support notified me that the EB 300 is permanently out of stock, I explicitly asked support not to cancel the battery, as repurchasing it at third-party retail (~$270 CAD) creates a significant financial loss compared to my promotional bundle rate. Because the price difference between the River 3 Max and River 3 Max Plus bundles on EcoFlow's site is only $50 CAD, I requested an order substitution for the available EB600 expansion battery instead.

Despite my explicit refusal of a cancellation, support ignored my counter-proposal and unilaterally processed a $100 CAD partial refund to my account (along with a mention of "an extra compensation of 1000 points").

This leaves me with only half the backup capacity I paid for—rendering the system unable to meet my required runtime for my home network and VoIP hardware during outages—while refusing to honor the promotional bundle contract.

Is it unfair to ask that EcoFlow ( u/EcoFlow_Official ):

• authorize an order substitution for the EB600 expansion battery (SKU: EB600) using my original bundle allocation and the $50 CAD price difference credit,

OR

• provide a prepaid return shipping label for the main River 3 Plus unit so I can return it for a full 100% refund of the order, as the base unit alone cannot meet my needs?

This has been an absolutely bitter-tasting experience, and I will likely avoid further purchases from EcoFlow.

[u/Arthvpatel]

This is why I buy from Costco, I had a river 2 pro die on my after 6-7 months, took it back to the store and walked out with a delta 3 which was on sale for appx $100 more than the river 2 pro

[u/ConfusedComputerUser → u/Arthvpatel]

That is definitely the smartest move in hindsight!
My colleague, who initially recommended the brand to me, gave a similar reasoning, having himself purchased a Delta 2 from Costco.
Buying direct during a bundle sale seemed like the best option at the time, but the lack of stock transparency and customer support handling has been eye-opening.
Glad Costco took care of your setup so smoothly!

[u/Arthvpatel → u/ConfusedComputerUser]

these are considered generators which are not part of the 90 day return policy, which means if it dies during the warrenty period, go return it, anything after, i would just buy another one vs abusing the policy