BBB Logo

Better Business Bureau ®
Start With Trust®
Eastern Massachusetts, Maine, Rhode Island and Vermont

This Business is not BBB accredited

Harvest Trading Group, Inc.

Phone: (781) 982-7300 61 Accord Park Dr, Norwell, MA 02061 http://www.harvestdirecttv.com View Additional Web Addresses

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Harvest Trading Group, Inc. include:

  • 91 complaints filed against business

Factors that raised the rating for Harvest Trading Group, Inc. include:

  • Length of time business has been operating.
  • Response to 91 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

91 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 8
Delivery Issues 6
Guarantee/Warranty Issues 0
Problems with Product/Service 72
Total Closed Complaints 91

Additional Complaint Information

BBB has received approximately 100 complaints filed by consumers against Harvest Trading Group. These complaints are currently being processed by BBB and will be added the Business Review once the complaints are processed and closed.

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Harvest Trading Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

top
BBB file opened: September 01, 2010 Business started: 02/07/1990 in MA Business incorporated: 02/07/1990 in MA
Type of Entity

Corporation

Business Management
Mr. James P. Lewis, President
Contact Information
Principal: Mr. James P. Lewis, President
Number of Employees

25

Business Category

ADVERTISING SPECIALTIES MARKETING PROGRAMS & SERVICES

Products & Services

Harvest Trading Group, Inc. offers the following product(s): GoGo Pillow, iRenew Bracelet, Smart Spin Containers

Hours of Operation
M: 8:00 AM - 6:00 PM
T: 8:00 AM - 6:00 PM
W: 8:00 AM - 6:00 PM
Th: 8:00 AM - 6:00 PM
F: 8:00 AM - 6:00 PM
Method(s) of Payment
Check
Money Order
MasterCard
Visa
American Express
Discover
Alternate Business Names
GoGo Pillow Harvest Direct Nail Active No Slip
Referral Assistance

The following Government Agency(s) or Association(s) may be able to provide you additional information:

Massachusetts Attorney General One Ashburton Place, Boston MA 02108 Phone Number: 617-727-2200 ot TTY (617) 727-4765 Fax Number: Please call the main telephone number at (617) 727-2200 and explain your request to the operator. Once the operator determines which division you need, the operator can provide the fax number for that division. http://www.mass.gov/ag emailcomplaints@state.ma.us

Federal Trade Commission FTC 600 Pennsylvania Avenue, N.W., Washington DC 20580 Phone Number: 202-326-3300 Fax Number: 202-326-2012 http://www.ftc.gov secretary@ftc.org

Industry Tips
Is Your Digital Marketing Outdated? Is Your Digital Marketing Outdated? - Video Refunds, Exchanges and Returns: Customer Service

Customer Review Rating plus BBB Rating Summary

Harvest Trading Group, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    61 Accord Park Dr

    Norwell, MA 02061 (781) 982-7300

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Web Addresses

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

9/17/2014 Problems with Product/Service
7/6/2014 Delivery Issues
7/6/2014 Billing/Collection Issues
7/6/2014 Billing/Collection Issues
5/29/2014 Problems with Product/Service
5/28/2014 Advertising/Sales Issues | Complaint Details Unavailable
5/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with them on 4/9/14 for $220.00 for an order of 20 Mr.Lids storage sets. I have an order confirmation my order was #****. They charged my credit card for the full amount, then sent me an email 2 days later that they did not have enough product to fill my order and that my order was canceled. It stated if I had any questions to reply to the email. If you try to reply to the email it is not a valid email. I have sent emails to multiple accounts on their site and have left messages on their phones and facebook. It is now 4/25/14 and they have not responded to any correspondence nor have they refunded my money.

Desired Settlement: They owe me $220.00

Business Response: We apologize for the inconvenience. According to our records, our customer service department spoke with the customer and provided a refund on May 6, 2014.  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Complaint was resolved through BBB Arbitration

3/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 28, 2014, I placed an order and my card was was charged a total of $35.85. As of today, March 11, 2014, I still haven't received my order and no communication from the company at all. I tried calling them several times with the number given to me upon ordering and I have not been able to get anyone, just a recording.

Desired Settlement: I would like a refund.

Business Response: We apologize for the customer's inconvenience, however, our records indicate that the customer's card was declined due to insufficient funds on 2/10/14.  The customer has not been charged for this product and should check with her bank to verify.If the customer has actually been charged, please have her fax a copy of her bank statement showing the charge to ###-###-####.We apologize again for the inconvenience, and are dedicated to providing excellent customer service. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I previously complained about this company -- complaint *******. I thought all was fine and they promised to send me a FULL refund for the product shipped to me and returned to them. They received same on November 26, 2013. On December 5, I received a refund of $79.80. This was not a FULL refund. The total of the order was $161.39. They still owe me $81.59. They sent me an email on 12-9-2013 indicating that they were refunding $71.64. I responded telling me they still owed me another $9.95. To date, I have not received any refund. How long does it take to send a refund? Their email stated 5 to 7 business days. Today is the 8th day and no refund.

Desired Settlement: I would like for this company to stand by their word and give me a full refund.

Business Response: According to our records, we provided the customer with a refund of $79.80 on 12/04/13 and $71.64 on 12/18/13. We will issue a refund for the additional $9.95. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the ******* CAN OPENER from **** food store (*** ** ***** Road, ******, AZ *****) for $19.99 which does not include tax on November 16, 2013, ******, AZ . We did not try to use it until November 29, 2013. I placed a call to their ************ number listed on the User Manual. I left a message that we were trying to open 27 oz cans and the machine did not work. We were asking: 1) whether that was too large of a can, 2) whether we could get a refund. NO RESPONSEWe tried to use the can again on December 1, 2013 on a 15oz can and a 16oz can. THE MACHINE AGAIN DID NOT WORK. I left a message on 12/3 requesting a refund. NO RESPONSE

Desired Settlement: refund of purchase price of $19.99 with or without taxSent to: ****** ****** *********** ****, **** ** **** Avenue, Apt **, ******, AZ *****

Business Response: In checking our records, this customer has not returned product to Harvest Direct. If customer returns product with proof of purchase, we can provide a refund for the product. Please contact via e-mail customerservice@harvestdirect.com and we will be happy to assist with returning of the product. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Complaint was resolved through BBB Arbitration

12/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by the company, Fabriclear, to ask about a product that I did not purchase. The lady I spoke with directed me to customer service so I could understand how a company had all my information when I did not place an order from them. The lady I was directed to told me that I had called in and ordered this purchase on Nov. 11, 2013, however, I DID NOT place any order. From my knowledge, companies who take orders over the phone record the conversation for quality assurance. I asked the customer service representative from FabriClear to replay the conversation that took place when I supposedly purchased this product. the representative would not allow me to listen to the conversation, probably because it never happened and I NEVER pruchased this product. I believe the company came in contact with my information and charged me for a product I did not want or order. I have been a victim of fraud, and I strongly believe this company is full of crap! When I asked to speak with a manager, the lady put me on hold, and then she came back and said she was teh manager, which was not true. I dont underdtand how a company can not contact me to a higher level person to solve this matter.

Desired Settlement: I wish to be contacted by a manager. I want to be able to listen to the coversation that I supposedly placed on November 11. I never made a call and I never ordered a product.

Business Response: We apologize for the customer's inconvenience.  We have issued the customer a full refund of $35.85. We have no way to obtain customer information including name, telephone number, email address and credit card information without the customer contacting us to place an order.  The order confirmation was emailed to *********@hotmail.com.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on www.gogopillow.com on Saturday, Nov. 9. They advertised that you purchase one pillow and get one pillow free just pay the shipping charges. Their website is very unclear. They don't tell you that you must get the same color. I thought I was purchasing 2 pillows and getting 2 free plus shipping so I selected the ones I wanted. Well you must input your credit card info first and then the next page is a confirmed order. Instead of $80 it wound up being $161.39 and for 8 pillows instead of the 4 I wanted. I immediately sent an email indicating what I wanted and since I didn't get that I wanted to cancel the order. The customer serv. rep. on Monday sent me an email indicating she could not find the order. The next day I received an email indicating that the order was already shipped. I wrote back saying I did not want the order and if it arrived I would refuse to accept it. I also contacted VISA and asked them to not pay for this order. I received a phone call on Wednesday from someone wanting to verify my address and I told him that I canceled the order. Then I received another email on Wednesday indicating that the order was shipped. This company had more than enough interaction with me to cancel my order.

Desired Settlement: I do not want this order and I will send it back. They should not charge me the $79 shipping charges since I tried several times to cancel this order. I am very unhappy with this company.

Business Response: We sincerely apologize for the inconvenience. Our records indicate that our customer service department e-mailed the customer on 11/18/13, provided RMA, and informed her that she will receive a Full Refund upon return of the items. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I placed an order on Monday, November 11 on the www.gogopillow.com website.  Their website is not very clear and they make you input your credit card information before you close out your order.  They also don't allow you to edit your cart or even to cancel the order at that time.   I immediately contacted them and told them I did not want the order because it wound up being 8 pillows and I only wanted 4.  The first email I received from them was on November 11 indicating that they could not find my order.  They asked me to reply giving them my name, address and phone number which I did.  I did not see anything on the website that stated you must buy one color and receive the same color free -- just pay the shipping.     The next day I received an email stating that my order shipped.  I wrote back wondering why the day before they could not find my order and now today it has shipped.  Needless to say I was upset.  I think a little effort on their part could have averted this problem.   That is when I contact the BBB to file a complaint about them.  I then received an email from them stating they would give me a FULL refund and I just knew they would NOT.  When I got the email from the BBB, I waited until I actually got the refund.  I just got it yesterday and it was for $79, not $161 which would have been the FULL refund.  I paid nearly $19.00 to ship this order back to them and they are trying to charge me $82 in shipping charges.   I think they are very crooked in their business practices and the general public should be made aware of them and how they operate.   Thanks for your help.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/11/2013 Advertising/Sales Issues
10/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was trying to orderone bag of grass seed?19.99 plus 7 plus shippingthe program after got my creditcard number wouldn't let me exit then charged me for 2 bags plus 2xshipping cost for 71 something dollarsI then tried to call and they wouldn't answerthe phone. they sent me email that said don't replystating so I have no way of canceling order.****** ******

Desired Settlement: I would also like company shut down for fraudulent program forcing people to buy products they don't want****** ******

Business Response: We apologize for the customer's inconvenience.  We have issued a refund for the unwanted products totaling $43.80.  The customer should see this refund reflected on his account within 7-10 business days.  The order has shipped, therefore, we  cannot remove the unwanted products.  The customer may keep them compliments of Cutting Edge. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order for two Gogo pillows. I was directed from an American website to a Canadian website since I reside in Canada and required shipment to here. I was charged for my order on August 4 but have not received the order. When I inquire about the order using my order number and shipping information, they claim that they cannot locate my order. Unacceptable

Desired Settlement: I think there is a disconnect between the american and canadian ordering websites. Fix this problem.

Business Response: We apologize for the inconvenience. The customer's order is currently on backorder due to increased demand. According to our records, the customer inquired about their order on 8/31/13 and we informed them that the order was on backorder. The customer will not be charged until we receive inventory and their order is shipped. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They received the return on 9/20/10, where is my refund? delivery confirmation #**** **** **** **** ****. Their phone system is a very bad joke. 3 times it said it would transfer me to a customer service representative and then HUNG UP on me. When I finally got thru the rep said they keep the money for 45 days? They keep the handling charge and then hold the $19.99 for 45 days. What a rip-off. I am reporting their company to the BBB. They send the same bracelet out over and over and charge & keep the $14.95 each time and hold on to the $19.99 for 45 days making many times more on the handling than that crummy piece of elastic cost. They are a crummy slime bucket.

Desired Settlement: Refund of the total $34.95

Business Response: we apologize for any inconvenience. a credit was issued for 19.99 on 10/5. an additional credit was requested for 15.90 as of 10/8. total issued 35.89...

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered the product on 10/07/10 - (order #*******) called immediately after I placed the order as I had not realized they were charging double shipping for the free bracelet. When I called, after Amanda collected my information, I was informed the computers were down and to call back in an hour. I called back in an hour to repeat the same process to be informed by Jenecca the computers were down again and to call back in 2-3 hours. I called back again about 4 hours later and this time asked first if the computers were up. I was informed they were down again and to try back in the morning. I then called today (10/08/10) and after ***** collected my information, he then advised me the computers were down again however they were up 3 minutes earlier and may be up again in 10 minutes. He did give me his CSR # (***) to ask for him directly, however that does not help if the computers are never up to cancel the order.

Desired Settlement: I am seeking a full refund, including shipping and if the product ships because I am continuously unable to get this order cancelled before it ships, then a reimbursement of my shipping costs to return the bracelets.

Business Response: we apologize for any inconvenience. a full credit was requested for 35.89 as of 10/12. customer should receive credit within 7-10 business days.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 18,2013. I ordered Nail Active Ref#************** I paid for this with Visa. I have not heard anything about my order. No e-mail conferming that my order was received. I tried calling the phone # 781-982-7306. There were 7 options for different products listed but none of them were Nail Active. I have sent 2 e-mails to nailactive@orderfulfillmentexpress.com One on 3/28/13 & one on 4/1/13 with no response.

Desired Settlement: I would like to receive the product that I ordered or an explaination as to why it has not been sent.

Business Response: We sincerely apologize for the inconvenience. Due to low inventory and increased demand, order ************* was not processed and the credit card was not charged until 06/07/13. According to our records, the product was shipped on 06/19/13.  If the customer has questions regarding this order, our customer service number is 1-877-370-6428 and email is nailactive@webcsr.info.   1-877-370-6428  1-877-370-6428

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On the evening of October 25,2012, I called FabriClear Bed Bug company and order their product for the price of $19.99 plus tax and shipping. It was a product for bed bugs prevention.I ordered one bottle and I suppose to get small sample bottle for free. I gave them my debit card number and was bombarded several other aggressive offers. I decline them all. On October 26,2012 I viewed my account and saw I was charged $50.75. I called my bank and was told that I can't do nothing until next Wednesday. I am getting in touch with you some no one else would have to go though with this

Desired Settlement: Credit on my debit card.

Business Response: We apologize for the customer's inconvenience. Our records indicate that the customer ordered two upsells along with the original offer. We have issued the customer a refund for the upsells totalling $22.85 and the customer should see this credit reflected on her account within 7-10 business days. We apologize again for the customer's inconvenience.

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered the Twisty Clip and never received it. I ordered the Twisty Clip (Product numbers ********** and ************) on Dec. 27, 2011 (order number ********) and received an order confirmation, but never received the product.

Desired Settlement: I would like the items to be delivered to me.

Business Response: We apologize for the inconvenience the customer has experienced. We do not show an order for this customer on 12/27/11. We do show an order under a different name at the same address placed on 2/13/12. The products the customer ordered are currently out of stock. Restock will take up to 4-6 weeks. The customer has not been billed and we do not bill until the order has shipped.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I order product on line for product on 7/6/2012 for $140.67. Never got product when I call on it they told me it was return the very next day to them which is impossible for it to be ship and return in 2 days. Ask for tracking number and it did not show ship to me. Keep calling back and requesting refund and still have not got anything. They have stretch it on beyond my creditcard chargeback period. Everytime I call I get the same answer that we will escalate it. Today I have been on hold for one hour waiting for a supervisor who can handle it. They told me there in a meeting same story as before when I call. my invoice number in *************. Order_Number: ************* Account_Number: ********

Desired Settlement: Refund Full refund of my money I paid them for a product that I never received of $140.67

Business Response: We aplogize for any inconvenience the customer has experienced. We are unable to respond to this inquiry as we need more information. Please have the customer provide the name of the product they ordered.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Greetings, My name is ******* *******. On May 29th, I called the customer service department of Jack Rack at (***) ******** in order to change the date of an automatic withdrawal on my account. I do not remember the associates name, it may have been *****. I made it clear to the associate that my income has ceased and I would like to keep my account, but money would not be available to honor the withdrawal until after June 20th. Not only was she unwilling to help, but she instigated confrontation under the false pretense that I wanted to "skip" my payment. After clearing up the misunderstanding on her end, I was assured that my withdrawal would be moved from June 2nd to June 20th. This was not the case. The company withdrew money that was not available for them to take. I called to rectify the situation immediately. The first associate I spoke to on June 1st gave me an extremely hard time! After this, I insisted that I needed help and that I needed to speak to somebody that must help me. I made my inconveniences caused by them very clear and pleaded with the associate. I mentioned that I could wait no matter the length of time in order to get help. Hesitantly, she assured me she would find a supervisor but instead hung up on me. I believe she hung up on me because she indefinitely did not know how to help me. I called back immediately and spoke to an associate with more self control and poise. She informed me that supervisors were not on the premises and that it would take 24 hours for somebody to contact me . I do not have time to wait for a supervisor to contact me. I expressed to this associate that something has to be done as soon as possible. She was not reassuring and concluded our exchange in poor favor and faith.

Desired Settlement: Refund I need this company to call my bank, ********bank at ****** ******** and deposit $71.67 back into my account. I will still honor my payment on June 20th. Jack Rack has to do this by June 6th. I do not want to cancel my account. I just want my money back. Since my income ceased, the priorities have moved. Due to this inconvenience, I am unable to pay my tuition deposit for school this summer.

Business Response: We apologize for any inconvenience the customer has experienced. The representative did attempt to delay the payment on 5/29/12 when the customer first called with the request, however, to stop a withdrawal takes 7-10 business days to process. Once again, we apologize for any inconvenience.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Sept. 28 at about 5 pm Pacific time, I placed an order online with iRenew. I thought I was ordering 2 bracelets for $20. plus shipping. I was not given a chance to review the order before it was submitted. The order submitted was for 108.81. I sent them an email immediately (they were closed for the day)asking them to cancel the order. Then I called them the next morning, again asking to cancel the order. They refused, saying it had already been shipped. How could they have shipped the order that fast? No company I have ever dealt with ships within 2 or 3 hours of receiving the order. They say I can simply refuse to accept the package when it comes, but I will still be charged for shipping. I have called them three times asking to cancel the order without success. They are a dishonest company.

Desired Settlement: I want the purchase price plus the shipping refunded.

Business Response: we apologize for any inconvenience. a full credit was requested for 108.81 as of 10/8. customer should receive credit within 7-10 business days.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase the "as seen on TV" I-Renew bracelet, and I feel that this is a total scam! On TV, the add shows the before and after results on balance improvement. Well the first time without the bracelet, the consumer, (or actor), appears to almost fall over. The second time, they hold their balance. Of course they will, since the first time they weren't prepared to be yanked backwards and the second time, with the bracelet, they're expecting the yank! I can do the same thing without the bracelet. This is nothing but a rip-off!

Desired Settlement: Not only a full refund, but this scam should be shut down.

Business Response: we apologize for any inconvenience...a full credit was requested for 35.89 as of 10/12. customer should receive credit within 7-10 business days....

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 3PL WorldWide Administrator e-mailed me about my Irenew order. Irenew braclets advertised for 19.99 buy one get one free, S&H 7.95. Placed oredr online on 8/15/2010, wanted quantity 2, no confirmation before inputing credit card information, when credit card input a confirmation appeared on the screen, order number ******* showing item: BIRB bogo offer quantity 3 at 19.99 each total of $59.97: no tax and $52.65 Shipping & Handling for a total of $112.62. On 8/15/10 I sent a e-mail to the link for customer service with no response, iI saw they were not open on the weekends, so waither for a response. My credit card Visa was billed $112.47 on 8/19/10 transaction *** ******* ma 8/19/10 ******, Sent another e-mail on 8/22/10 then contacted ******** at customer service on 8/23/2010, explained the error, was given my customer number ******* and told I could get a refund for the extra braclets once I mailed them back. On 8/28/10 I got a USPS delivery with 6 braclets shipped from *******, CT, ***vest Trading Group, *** *** Dr Bldg *, ref id ***-******* - *, which is my customer number. I would very much like to send the braclets back, but fear that I will then loose the braclets and any chance of a refund, so I will keep the braclets and request a refund on the S & H charge. I have sent total 3 emails to this comapny and a phone call that got no satifaction. I have paid for 6 braclets total $59.97 and $52.50 for shipping for a package that weighs under a pound and took 10 days to arrive. the on line ad for Irenew braclets still shows BOGO for $19.99 + 7.95 S&H. No on-line security to allow the buyer to see what the total is before authorizing a payment. I would like the refund on the erroneous S&H charge. When the order is complete there is a link for a free shipping rebate, which took me to other businesses for additional purchases. Emails sent listed my order number *******, name, e-mail address telephone number, what I wanted to purchase and the erroneous total, the compamy list a PO BOX *****, ********** CT ********** as their address and, only after a purchase is made without confirmation that order is correct the Thank you E-mail indicates product has a 30 day Money-back guarantee(less S&H) the irenew@myorderstats.com is the address I sent the e-mail to on 8/15/10, 8/22/10 and 9/2/10. the web site I placed my order on is irenew.com the first page is a form to order, it processes your order without any verification of what your ordering or information on shipping, once you click process there's no way to make changes or cancel the order.

Desired Settlement: A refund for the over charge on shipping and handling of $44.55

Business Response: we apologize for any inconvenience. a credit was issued for 28.80 on 09/14/10. an additional credit was requested for 15.75 as of 9/30. customer should receive credit within 7-10 business days. total credit given 44.55 per customer's request.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Oct. 1,2010 I went on the "buyirenew" web site to order 2(buy 1 get one free) irenew bracelts. The Web site was very difficult to use which resulted in an order for 4(buy 2 get 2 free). I could find no way to cancel the order. When I finally found a phone number (***)******** I called and was told the order could not be cancelled and I would have to return items befor my debit card(bank account) could be credited.

Desired Settlement: Full refund of purchase price plus shipping. Total $71.78.

Business Response: we apologize for any inconvenience. a full credit of 71.78 was requested as of 10/12/10. customer should receive credit within 7-10 business days.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I saw an advertisement for this product on TV and found them on-line. When I ordered, it did not give me a total of shipping and taxes until after it charged my card. Now I know why they do it that way. There is no way I would have ordered that many (or any for that matter) had I seen the total first. I ordered 10 bracelets (small silicone and metal bangles) and was charged $159 for shipping and handling. Then it says if you cancel the order or return the merchandise, the original shipping charges are nonrefundable. This is the epitome of a scam to me. The "shipping and handling" they charge so much for is simply a plastic ziploc baggie per 2 or 3 bracelets all shoved in a single Sealed Air Jiffylite #0 Cushioned Mailer sent regular mail. What a complete and absolute rip off. I can see charging something for shipping, but $159 for shipping a bag that is the same size whether it holds 2 or 20 is egregious. The product and packaging weighed maybe 3 pounds total for all 20.

Desired Settlement: In the end, my issue is that the full amount of the sale was not provided prior to charging my card. I am looking for a partial refund of the shipping and handling charges ($159).

Business Response: we apologize for any inconvenience. a partial credit was requested for 159.00 as of 10/12. customer should receive credit within 7-10 business days.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order in 1-1-12 in the amount of $25.90. I was sent an email on 3-30-12 stating that it would be shipped in 48-72 hours. I called on 4-16 to check the status & was told that the company had canceled the order, but did not state a reason. I was told that the order could be placed & shipped ASAP. I would receive a 50% discount on shipping in exchange for my trouble. The new total would be $17.95.The order was placed & shipped on 4-19-12 and I was charged $25.90. I tried to contact the company to correct the issue. After spending more than a hour on the phone unable to reach a human, I tried the email that was returned. Maybe this will get a response. Thank you Product_Or_Service: grout bully Order_Number: *******

Desired Settlement: Refund $7.95 - the amount I was over charged

Business Response: We apologize for any inconvenience the customer experienced. We have an order for this customer from 12/12/12 which was cancelled 4/4/12 due to credit card being declined. We do not show any other orders for this customer or,therefore, no charge has been made to the customer. We will be happy to place a new order for this customer with a new payment method.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received my product from JackRack on Wednesday, April 11. When I opened the box, one of the hand grips was broken. I immediately called the phone number listed for the Bridgeport, Connecticut office and spoke to someone in customer service. I explained that I had a broken part and that I would like it replaced. Without that part, the piece of equipment is more than 75% useless. I was told that they had to send it to "corporate" because they had to be the ones to okay the replacement part, and that I should hear within 2 days. When I didn't hear anything by the next Monday evening, I called on Tuesday and was told that they would send in the request to "Corporate" again and that I should hear something shortly. I called again on the 24th of April and spoke to their customer service agent (Fay), and I was again told that it had to go through "corporate" to get the okay to replace the part. I called again today, April 25, and spoke to (can't pronounce or spell name) a customer service agent, and I said that I was appalled that no one had called or emailed me yet about any of the requests. I asked for a phone number to call "corporate" and she couldn't give it to me. In all of this, the customer service agents have been very nice and very sympathetic, but nearly as useless as the broken part; they have no power to solve the problem. I looked up in the BBB to see that there were about 355 complaints about this company (I should have looked sooner). I want to keep the equipment; I just want the part replaced, and I can't seem to get any satisfaction, which I think is ridiculous. I don't think I should have to wait 2 weeks to hear about a replacement part. Product_Or_Service: JackRack Platinum Ultimate package Order_Number: *************

Desired Settlement: Replacement I want the hand grip replaced. I want it shipped overnight. I would like a discount on the total price of the JackRack Platinum Ultimate package system for the aggravation and the inability to use the equipment and the fact that I have called repeatedly and haven't received any kind of response.

Business Response: We apologize for any inconvenience the customer experienced. A replacement hand grip was shipped to the customer on 5/4/12. The tracking number for the part is ****************** and tracking from UPS shows the items expected delivery date is 5/9/12.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: items (grout cleaner) 4 small bottles....69.00 dollars..approximately....returned merchandise -just 23 or 24 dollars was credited to my credit card account...i called and was told postage was 39.75....could that be...it was sent regular mail. something is not right.thanks for your help in this matter...* ********

Desired Settlement: Refund a normal postage charge not 39.75

Business Response: We apologize again for the customer's inconvenience. We have issued the customer an additional credit of $39.75. Customer should allow 7-10 business days for this credit to appear on her statement.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: product is not what i anticipated. would like to return product and have my credit card credited in the amount of 63.00. the item was advertised on tv....10.00 and for an additional 10 more dollars - an extra set of grout bullys. i want to return the items but packing slip(which has no dollar amount listed)states that i would need a"return merchandise authorization (RMA) number. they also say that refunds will not be returned without a RMA. have never heard of that before. i would appreciate your help. i have tried calling the phone number listed on the packing slip and also on the website. your form did not accept the website address which is http://groutbully.com. waiting for your reply....thank you, ********* ******** Order_Number: *******

Desired Settlement: Refund i would just like my card credited for the amount they charged, 63.00 (and some change) thanks again

Business Response: We regret that the customer was not satisfied with the product. The customer was issued a refund for the cost of the product, less shipping and handling, which is non-refundable. The refund of $21.25 was issued 5/29/12 when the product was returned.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered FabriClear and never got it. They sent me a bogus tracking number for the USPS and a bogus customer care phone number the charged my bank account and that is the last I heard from themItem Number: ************Description: 1 - 16 OZ BOTTLES OF FABRICLEAR PLUS 1 - 2 OZ TRAVEL BOTTLE OF FABRICLEARQty: 1Extended Price: $19.95Shipped Via: NEWGISTICSShip Date: 11/13/12Item Number: *************Description: BONUS OFFER 1 - 16 OZ BOTTLES OF FABRICLEAR PLUS 1 - 2 OZ TRAVEL BOTTLE OF FABRICLEARQty: 1Extended Price: $0.00Shipped Via: NEWGISTICSSubtotal $19.95Shipping/Handling: $15.90Tax: $0.00Total: $35.85Amount charged to card: $35.85******** SHIPPING INFORMATION ********The merchandise indicated as SHIPPED ****** ********* ******* ** NUMBER ***** ***** *****MS *****(This Tracking number is Bogus)For your information, here are the tracking number(s) on your shipment: ***************(This phone number is to full phone number box)If you have any questions or need our assistance, please contact us at (***) ********. Product_Or_Service: FabriClear Order_Number: ********

Desired Settlement: Refund I would like to have the product I bought or my money back ******** SHIPPING INFORMATION ********The merchandise indicated as SHIPPED ****** ********* ******* ** NUMBER ***** ***** *****,MS *****(This Tracking number is Bogus)For your information, here are the tracking number(s) on your shipment: ***************(This phone number is to full phone number box)If you have any questions or need our assistance, please contact us at (***) ********.

Business Response: We apologize for the customer's inconvenience. Our records from Newgistics shows the following: Tracking Number ****************************** Reference Number *************** Status Delivered Destination *** ***** *****, MS ***** Carrier United States Postal Service - Parcel Select Delivery Confirmation Date 11/24/2012 Time 08:57 AM Description Delivered Location ***********, MS We have issued a refund of $35.85 for to satisfy the customer's complaint. The customer should allow 7-10 business days to see this refund reflected on his account.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: We apologize for the customer's inconvenience. However, we need more information to assist to resolve this matter. Please have the customer indicate the product ordered.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with this company (for Fabriclear) on November 18, 2012. They sent me an email saying my order had shipped and they had charged my card on November 20, 2012. In that email, they provided me with a tracking number for my order.It's now December 18, and they have had my money for almost a month, but I still have no product. When I plug in the provided tracking number to the website of the shipping company, it doesn't even recognize the tracking number. I have tried to reach out to the company asking them to cancel the order and refund my money, but I haven't heard anything back from them.I'm starting to think this is a scam and not a legitimate business. When I called the phone number provided on the confirmation email, I get a recorded message that the cell phone I'm trying to reach has been disconnected. Order_Number: *******

Desired Settlement: Refund I would like full refund of the $107.55 that they took from my bank account and I would like the company investigated for false advertising and to make sure they aren't scam artists.

Business Response: We apologize for the customer's inconvenience. Our records indicate that the customer was issued a full refund of $107.55 to the card used at the time of the purchase on 12/26/12. The customer should allow 7-10 business days to see this credit reflected on her account.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: We apolgize for the customer's inconvenience. Our records do indicate that two orders were placed. As requested, we have issued a credit for the order totalling $63.87. The customer should see this credit reflected on her statement within 7-10 business days. We apologize again for the inconvenience.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered fabriclear over the phone. I ordere 1 16 oz. bottle an d2oz. travel size for 19.95+ shipping and prossesing . And also the free + shipping bonus offers. I was then asked if I also wanted the pet bed spray so I said yes and ordered 4 of them. They never gave me a separate price for the pet bedding spray so I assumed it was included as another bonus offer. I recieved the order and my credit card was charged $176. Plus $19.95 for a membership that I did not ask for.the only thing I wanted charged to my card was the $19.95+$7.95 shipping and $7.95 additonal shipping on the bonus offer.which should have totaled just under $40.00. when I tried to call the company they just kept transferring me to different costomer service reps within the company. I feel that they are taking advantage of people and this is not right. Product_Or_Service: Fabriclear bedbug spray Order_Number: *************

Desired Settlement: Refund I want a refund of my order minus the 40 dollars for the tv offer of large and travel size bottles for $19.95+$7.95 shipping.

Business Response: We apologize for the customer's inconvenience. Our records do not show that the customer has returned the unwanted products. We will issue a refund for the unused products upon reciept of a tracking number for the return or the returned items. The customer will receive a refund faster if he provides the tracking number for the returned products.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to order Grout Bully for $17.95 and one more GB for only $7.95 for SH..for a total of $25.90 as they had advertised.When I got to the end of the order I saw thatthe total was $59.97.They added stuff to my cart i did not want and so I did not confirm the order. Since i had put my card number in to the computer i wanted to make sure they didn't charge me so I immediately called them and alerted them to the fact that I wanted the two for $26.00 dealbut the computer add all this other stuff i didn't want. I just tried to make sure that the order didn't go thru or to STOP it if it had.The first operator hung up on me.I called back and was reassured by another operator that she would take care of it and apologized for the first operators behavior. About a week later I received a voice mail on my cell phone indicating that they could NOT even find my order!(I still have the voice mail)So i thought it had not gone thru or been cancelled altogether.I just saw yesterday that they had DEBITED my account for $59.97.which has NEGATIVELY impacted my bank balance and left me overdrawn.They advertise ONE amount and charge another I don't even have the product and don't want it at all!Their business practice is deplorable. If you do not comply I will report you to the Better Business Bureau Order_Number: *************

Desired Settlement: Refund I would like my 59.97 back to my account asap.i have filed a dispute with my bank for the sameThis has cost me time in dealing with these underhanded people and now i have to reset all my auto debits due to the fact that I have to cancel my card so they dont take out any more of my money!

Business Response: We apologize for any inconvenience the customer has experienced. The customer was issued a full refund of $59.97 on 8/20/12 and the credit was processed 8/21/12. Customer should allow 7-10 business days to see this credit reflected on her credit card statement.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see attached or caselink

Desired Settlement: see attached or caselink

Business Response: We apologize for any inconvenience the customer experienced. We show that the customer's order was placed 2/24/12 and the product ordered has been on back order. We have cancelled the order as the customer requested in this complaint. The customer has not been charged for the product due to the back order.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Order Jack Rack system on 11/19/11. As per website, billing was to be $54.94 upon order ($14.95 trial and $39.99 s/h). Was billed $54.95 on 12/9/11. 3 weeks later still did not have system. Was billed $39.99 on 1/9/12. Called company and told someone would call me back, no return call. Parts were missing and billing was incorrect. Missing parts finally arrived on 2/9/12. Was billed $53.34 on 2/9/12. Incorrect amount once again...OVERBILLED.

Desired Settlement: I would like a refund of the $39.99 that was never to be billed from January 2012. A refund of the overcharge of $2.50 that was billed in February 2012 with the remaining 5 installments to be billed at the correct amount of $50.84.

Business Response: We apologize for any inconvenience the customer has experienced. The customer's record was canceled and therefore, she will not be charged the remaining installments.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: We apologize for any inconvenience the customer has experienced and have issued a credit of $27.80 to the customer making their total paid for the product $24.00. Customer should allow 7-10 business days to see this credit reflected on their account.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased the Jackrack product on 06/20/2011, received order confirmation number (********)on 06/20/2011. Total cost of product was $364.38, paid from debit card. Stated product would be delivered in 4 to 6 weeks. After no delivery within 4 weeks contacted company via email to check order satus on 07/27/2011,no response from company. Contacted company again via email on 08/06/2011 after no delivery still no response from company.

Desired Settlement: After viewing the many complaints against the company on the BBB website, I would perfer just to have my money refunded.

Business Response: we apologize for any inconvenience. order was canceled effective today 9/6. the customer was never charged due to the product being back ordered. again, we apologize for any inconvenience.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 iRenew bracelets, they were $19.99 so it was $39.98 for both, shipping charge was supposed to be $9.99 they added an additional $31.80 for shipping for a total of $89.95. The quality of the bracelets isn't what I was expecting and the clasp is a cheaper uglier quality than what I was shown on the site. I just am not completely satisfied and when I contact customer care, it says to request a refund enter in a 10 digit number so I can look up your account and as soon as I enter a number it disconnects the call. I've tried this 3 times already and can't reach anyone. I only have 30 days from the date of shipping to get a refund and i've since read several complaints from other customers who have NOT been able to get a refund even though it was requested and are not happy with the bracelets and the results they were supposed to show. I want a refund.

Desired Settlement: I ordered 2 iRenew bracelets, they were $19.99 so it was $39.98 for both, shipping charge was supposed to be $9.99 they added an additional $31.80 for shipping for a total of $89.95. The quality of the bracelets isn't what I was expecting and the clasp is a cheaper uglier quality than what I was shown on the site. I just am not completely satisfied and when I contact customer care, it says to request a refund enter in a 10 digit number so I can look up your account and as soon as I enter a num

Business Response: we apologize for any inconvenience. a full credit of 89.95 was requested as of 8/12/11. customer should receive credit within 7-10 business days.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am copying the message I sent to Grout Bully this morning:Upon checking my account this morning I find the following for $59.35DDA PURCHASE 29672050 HTG*GROUT BULLY *********** MA USA ********** ********This is a huge error and it needs to be rescinded immediately!The background, I suppose, is that a couple months ago I saw an ad for your product. I called to place an ordera simple-enough project I thought. It was a terrible experience. There was no way to simply place the order so that I could try the Grout Bully. The automated process would not let me complete this. Instead, I ended up not knowing what I had ordered so called to cancel which was another horrifying experience.Finally, I actually got to talk with a person! I told her how unhappy I was with the whole process but agreed to purchase the original product. She said that the order was around $26. At that time, I deducted it from my checking account and waited for the product which never came. So, I assumed I had angered her and she had indeed cancelled my order. So I removed the charge from my checking account.Now, this morning I see the above charge that I had no idea was coming. At this point, I do not want your product nor do I want to do any type of business with your organization.I am advising the Better Business Bureau and the Oregon Attorney Generals Office of my experience.***** *****

Desired Settlement: Refund I want the amount deducted from my checking account to be reimbursed immediately.

Business Response: We apologize for any inconvenience the customer experienced and issued the customer a full refund of $59.75 on 2/14 and the customer should allow 7-10 business days for the refund to reflect on her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint do to Jack Rack's customer service center, fulfillment center and overall performance. I made my purchase for the jack rack in early November 20ll. This was supposed to be a Christmas present for my husband but he is still not able to use this piece of equiptment that I am still making payments on.When I placed the order over the phone the rep failed to tell me it was a back ordered item nor did she tell me that some of the equiptment sent to new customers is actually refurbished, so why should they charge full price?After a few weeks I was nervous it would not get here in time for Christmas when I learned it was back ordered I was furious but still wanted this for my husband.A couple of days before Christmas it arrived!My husband was excited and looking forward to using his gift but found that one of the main pieces of this machine was bent and was not able to be used well on this "new product." I contacted customer service and they told me that I needn't send anything back that they sent a request to the fulfillment center and it shouldnt be to long before I would receive the new piece and the nutrition guide that was not sent with my purchase.Since December I have been going back and forth with customer service and it seems that most of them are not even on the same page! One rep would say return the parts while the other was smart enought to consult a supervisor who looked back into the notes to see I was told I would not be responsible for the return.Each call I was told the same thing "the request was sent to the fulfillment center, they are working on it." I do not know what to do. I am so disgusted I just want what I am paying for. If you could help me I would greatly appreciate it Product_Or_Service: Jack Rack

Desired Settlement: Replacement I want the repacement piece and nutritional guide that was promised to me at the end of December!

Business Response: We apologize for the delay, and have reshipped the Padded Bar Assembly and Nutrition Plan to the customer. The order number for this reship is ********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 11-16-11 I ordered Booty Slide off of their website after seeing an infomercial on it a couple of days before. I received an email that same day that confirmed my order and said to expect delivery within 2-6 weeks. I STILL have not received this order! I have tried several times to email them using the website provided on their website to check order status which is: bootyslide@myorderstatus.com(on the website it says bootyslide@myorderstats.com and on the 800 recording it says myorderstatus .com) but every time I email them my email comes back to me as undeliverable. I have called the ************ ordering number to get to customer service so I can call and check on my order and a computer voice gives this number to call customer service ************ between the hours of 9-5 EST. I have called customer service several times and there is always this recorded comment "this number is reserved for future use." When you call the 800 number there is only a recorded voice to order and there is not a choice to speak to a live person. The creator of Booty Slide is ******* ******** and I have even emailed her off of her website and she has kindly responded twice to me saying she will look into it and contact the company but nothing ever happens. In summary I want to order the Booty Slide but if that is not possible I have another concern. This company has my credit card number. I have not been charged anything for the Booty Slide and I cannot see that my card has been used illegally for anything else but it does concern me that someone out there in a business that has no means to contact them and apparently no customer service has my credit card number. Could you help find out what is going on??. I would certainly appreciate it because I am so frustrated! Thanks! ****** ********

Desired Settlement: As above if Booty Slide is still available to order I would like to order it. If not I want to know who has access to my credit card number and what is being done with it.

Business Response: We do not sell, ship, or perform customer service for this product and therefore are unable to answer any of the customer's questions about it.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: we apologize for any inconvenience. order for this customer was canceled effective 10/25/11. we did not charge the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 of the i renew braceles. I purchased one for myself and when for a male friend. Neither of the bracelets stayed closed. Called the phone number for I renew. Was given an address to return the bracelets. In with the bracelets a note was written stating that I did not want a replacement, but my money back.I have never heard back from these people, not even acknowledging the fact the bracelets were received. I have tried contacting the phone number again, but only get a recording.I did insure these bracelets.I would like my $40.00 back for the 2 braclets. I have the receipts for the bracelets and shipping back. Product_Or_Service: 3/26/11 and 6/6/11

Desired Settlement: Refund $40.00 for the 2 bracelets as they were $19.99 a piece.

Business Response: we apologize for any inconvenience but unfortunately we cannot locate the customer's order in our system. please provide additional information. shipping address.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a bracelet from this company online and I used my debit card to pur*****. They had me put my debit card number and expiration date and charge it right away without even showing me first how much the shipping was going to cost. They don't ask if you want to proceed with the pur*****, they just debit your card right away and then tell you afterwards that the shipping charge will cost you an arm and a leg. I sent an email regarding the cancellation of this pur***** immediately after the transaction but I got no reply. I called the phone number and there is no live person to answer the call. I left a voice message and nobody called me back. I called ***** bank to tell them this was a fraudulent transaction. They credited me back the money but after 60 days they turn around and reversed the credit saying that the merchant refused to refund them the money. Of course the merchant will try to hold on to my money! The bank sent me a copy of what appears to be iRenew's documentation of the fraudulent transaction stating that they went ahead and sent me the bracelet anyway. I never got anything from the mail from these crooks! And even if I did, I would have sent it right back to them. I don't want their garbage bracelet. i hate making transactions with dishonest people. Who wants to buy from a company that charges your card even before they tell you the shipping cost? They wouldn't divulge the shipping cost prior to charging because that turns off customers. So they charge customers and catch them by surprise. Then they give customers a very difficult time to get their money back. Why are these people allowed to operate their business online? I wish you'd investigate these people. Product_Or_Service: irenew bracelet

Desired Settlement: Refund I want my money back.

Business Response: we apologize for any inconvenience. a full credit of 39.03 was requested as of today. customer should receive credit within 7-10 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 10/7/10: saw ad on tv, went online to buy bracelets, the website quickly fired questions about what I wanted to buy and I wanted two sets of the bracelet and the free one offered. The order registered that I had bought an additional bracelet and processed my order without any screen that showed me the final amount before it charged my account! They had actually charged $52 for shipping on an order of $59! If I had known, I never would have placed the order. When I called to cancel, they said the system was down and I would have to call back. Sounds like a complete scam.

Desired Settlement: I want a full refund for my order - $112.62

Business Response: we apologize for any inconvenience. a full credit has been requested for 112.62 as of 10/11/10. customer should receive credit within 7-10 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: see attached.

Desired Settlement: Unspecified

Business Response: we apologize for any inconvenience. a partial credit was requested as of 10/12 for 51.79. customer should receive credit within 7-10 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: we apologize for any inconvenience. a full credit was requested for 35.89 as of 10/11/10. customer should receive credit within 7-10 business days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with iRenew on Monday, July 5, 2010 for 1 pair of iRenew braclets for $19.95 plus shipping $7.95. By calling the customer service number, ************, for an authorization code consumers may return the product if not satisfied, however, a message says the number has been disconnected. Upon visisting the website, www.buyirenew, the message appeared stating the site is no longer available. Thirty days are allowed to return the product if consumers are not satisfied. Returned products will not be accepted without an authorization code. I have also called the telephone number at which I placed the order, ************, which yielded no results. The advertisement on the television as well as on the automated teller stated two bracelets could be purchased for $19.95 plus $7.95 for shipping/handling. The invoice states: 1 iRenew Bracelet for $19.99, Priority Processing for $0.00, Sales Tax $0.00, and shipping & Handling $20.85 all totaling $40.84. I do not agree with the price nor am I satisfied with the iRenew bracelets and would like to return them. Thank you.

Desired Settlement: Fulfill the satisfaction guarantee by providing an authorization code so the product can be return for a full refund which would be credited to the method of payment used, my credit card.

Business Response: we apologize for any incovenience. the authorization code is **********. once items are returned, appropriate refund will be given less shipping and handling.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: We apologize for any inconvenience this customer experienced. We issued a refund of $25.90 on 3/15/12 to the credit card used for payment. The customer should see this credit reflected on her March or April statement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered Twist N' clip on February 25, 2012. Their website says allow 4-6 weeks for delivery. After six weeks passed as of last week, I called the customer service number this morning and inquired about where they were. At this point, I was informed by an apologetic cs representative that it could be another 2 to 6 weeks until I would get them because they were on backorder. I appreciated the attempt at the apology, but six weeks is already ridiculous enough to wait on an online purchase, but two to three months is unacceptable. They should not be able to promise people 4-6 weeks if it will take them months to get it to you. Product_Or_Service: Twist n clip hair clips Order_Number: ********

Desired Settlement: I want my order now, now six weeks from now.

Business Response: We contacted Ms. Baker on 4/25/12 and resolved the issue directly with her. A new order was placed 4/25/12 and her order of 2/25/12 has been cancelled.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered the platinum jackrack (advertised for $419. on the website, my confirmation states $429.)over the phone in mid Jan.,2012 and when I recieved my conformation, I noticed that I was over charged approx. $10. I then called again to discuss this matter, I was not satisfied - so then I pulled my money from my account. Jackrack causing the cancellation. 2 weeks later jackrack called me to see if I was interested in buying the piece of equipment - I TOLD THEM NO...(the price was still not correct)Now in early May the jackrack was sent to my house and money was taken from my account after I had said NO seveal months earlier.I have made several phone calls to jackrack and have gotten nowhere...I last spoke to a rep. who told me she would write in the notes to hav a supervisor call me, but noone has to this point...I am very frustrated Those phone conversations I believe should have been recorded - for training purposes Product_Or_Service: jackrack Order_Number: *************

Desired Settlement: I would like to keep the jackrack, but only for a lesser than advertised price for my troubles. Afterall, I did say NO - so why was this machine still sent to me months later?? Jackrack never called me to inquire about my issues?? Thats not good business...So I choose to make this my first step

Business Response: We apologize for any inconvenience the customer has experienced. We ask that the customer return the unwanted Jack Rack for a refund. The customer can refuse the delivery if he has not opened it and avoid paying for return shipping.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I never received the merchandise. I removed my shipping information below since it might be publicly posted. I even payed extra to get it quicker. I wanted to give the product as a gifts(I ordered two). I have tried to email the company, but the address is invalid.This is the email I received on March 31 after I placed the order:Your updated Booty Slide order is complete!Thank you for your Booty Slide order! This email confirmation contains your entire order history with Booty Slide. You can disregard any previous confirmation emails.Shipping Address Information:Item Quantity Price Total Additional Booty Slide 1 $14.95 $14.95 Booty Slide 1 $19.95 $19.95 Priority Processing 1 $5.95 $5.95 SubTotal $40.85 Processing & Handling $7.95 Tax $0.00 Order Total $48.80 Please allow 24 to 48 hours for customer service to have information on your order.Your Credit Card will not be charged until your order ships.Please allow 2-6 weeks for delivery! Product_Or_Service: workout DVDs

Desired Settlement: Refund I would like a full refund. I no longer want to deal with this company. I couldn't even email them. I no longer trust what they are trying to sell.

Business Response: We apologize for any inconvenience the customer has experienced. We show an order was placed on 4/13/12, however, due to an overwhelming demand, the product is back-ordered. We do not charge for a product until it has shipped, therefore, the customer has not been charged. We will cancel the order as the customer has requested in this complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband & I ordered the Grout Bully after seeing it on television. They were running a special for $10.00+s/h ($7.95). They immediately charged my debit card for payment but instead of charging me $17.95, my card was charged $57.70, which caused my account to be overdrawn (in between paychecks) & my bank charged me an additional $25.00. I tried calling the same # in which we ordered but it is an "order only" line. They listed a customer service number so I tried that as well but there is noone on the other end. Once you dial the number, your call fails. So I waited for the product to come in so that I could try the number listed on the invoice, only to find that it is the same number. When we got the product in, they also sent us the "bonus" of 2 extra grout bully's w/2 erasers (which I don't recall ordering the bonus - you pay the additional s/h of $7.95). Nonetheless, the total still should not be more than $25.00. They have an email address that I will send an email to & hopes for a reply but at the moment I have no way of getting in contact with this company to advise of their mistake. Product_Or_Service: Grout Bully Order_Number: ************* Account_Number: *******

Desired Settlement: Refund I would like the amount that was overcharged to be refunded back to my debit card & I would like for them to be accountable for my overdraft charge of $25.00 at the bank. Had they not overcharged my card, my account would not have resulted in an overdraft fee.

Business Response: We apologize for any inconvenience the customer experienced. The customer may return the unwanted portion of the order for a refund less shipping and handling. The return instructions and address are on the packing slip the customer received with the order, but is also stated below. Grout Bully *** *** Drive Bldg * ******* CT *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the color tan for Grout Bully. I received Terracotta and the box is moxed Terracotta. Called today to exchange and they refused to do so. I purchased the color tan and received terracotta. The box is clearly marked terracotta but due to business travel, I was not able to open the box until 4 months later. I called today to explain they sent me the wrong color. The young customer service girl said there was nothing they could do because it was past the 30 day refund date. I said I was not asking for a refund, I just want the correct product I ordered sent to me which is the product I paid for. She said there's nothing they can do because it's past the 30 days. I explained I didn't want a refund, I just want the correct product. She would not listen and kept stating the scripted response. I said I wanted to speak to her superior. She put me on a brief hold and came back to say no one could talk to me because he was busy. I work in a customer service field and I know what "busy" means. She insisted she could do nothing because it was past 30 days. And I was clearly upset because I told her it's incredible that they have such bad customer service that they won't listen to the customer at all and just continue to iterate their scripted response. On the packing slip they claim their "goal is for you to be 100% satisfied with EVERY Grout Bully product you purchase", however, they send the wrong product and won't stand by their product to send the correct one. That seems like an illegal practice to me. I'm very dissatisfied with this company. This is the first time I felt so compelled to write to the BBB about anything because I truly believe it is an illegal practice to sell the wrong item, take the customer's money and expect them to not be upset. This is THEIR mistake and they will not fix it. It's just incredible to me. I don't want the money back, I simply want the correct product I ordered to be sent to me. That is all.

Desired Settlement: All I want is the correct color to be sent. I specifically ordered tan and they marked it as such on their packing slip but what's inside the package is the color terracotta. On the box, they also marked terracotta. So it's just a matter of someone in the warehouse placing the wrong order in the wrong box. All I want and deserve is the correct product I ordered.

Business Response: We apologize for the customer's inconvenience. We have issued the customer a full refund of $25.90 on 8/27/12. The customer should allow 2-3 weeks to receive a refund check via USPS mail.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: the product price is $19.99 plus shipping & handling.they charged my credit card $70.65As of today I havent received my product, and they said they would refund my money in 45 days, after I ship back the product.Thank you

Desired Settlement: Refund I am returning my product so i would like my full refund in a timely manner.Thank you

Business Response: We apologize for any inconvenience, but are unable to provide a response or to accomodate the customer without knowing what product the customer ordered.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I responded to advertisement 3 1/2 weeks age for a product call Fabric Clear (bed bugs)My first concern was that I could not reach a person, then the recording ask if you want other products (ststed no) I was able to get a number, once I spoke with a person (next day) told her I wanted to cx order. she refuse to cx order, stated that the order was already ship out, we went back and forth about the order and rhe price, I put her on hole while I called my bank, bank told me to wait until the order never came in (never has, still hasn't)started at 19.95 plus shipping and handling, my order was 50.75. I would like for my account to be refundedthanks****** * *******

Desired Settlement: Refund Would like for my account to be refunded

Business Response: We apologize for the customer's inconvenience. Our records indicate that the order shipped 10/24/12. Per our return policy, the customer will be issued a refund upon receipt of the return of the order.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Still waiting for 4 weeks,after emailing and calling FabriClear. I initially sent an email to FabriClear on September 9th; after noticing that my order of their TV Ad special deal on their most recent commercial was incorrect. After waiting at least one week with no response to my email, I looked up their phone number from their website; and placed a phone call. I had to point out that I had sent the email, and the guy who took the call, had to look it up while I was on the phone, (told me they were suspiciously back logged)then proceeded with taking extra information. I am still waiting for delivery since then (the last week in September)

Desired Settlement: Just getting the products I paid for delivered to me. Even though the money has not been taken from my credit card yet; I still feel they're customer service is in poor quality.

Business Response: To whom it may concern, The complainant did not purchase this item from Top TV Stuff. Complaints and concerns about the product or ordering process should be directed to FabriClear. Their customer service information is: Fabriclear PO Box ***** **********, CT ***** Phone: ************** Official Website: www.fabriclear.com Email: fabriclear@myorderstats.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: We apologize for any inconvenience the customer has experienced. Due to overwhelming demand for this product, it has been out of stock and the inventory received had to be shipped on a first come first serve basis. We will have more inventory in stock within the next thirty days. Our records indicate that the customer cancelled the order 10/11/12, therefore,they will not be charged for or shipped any product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for their product and received the following email. The order was placed on 11/15/12. When I go to the tracking number, I receive the message below the email stating that they find no record of the shipment.Here's an update regarding the status of your recent FabriClear order which has been assigned order number***************ORDER INFORMATION*********Item Number: *************escription: 1 - 16 OZ BOTTLES OF FABRICLEAR PLUS 1 - 2 OZ TRAVEL BOTTLE OF FABRICLEARQty: 1Extended Price: $19.95Shipped Via: NEWGISTICSShip Date: 11/15/12Item Number: *************Description: BONUS OFFER 1 - 16 OZ BOTTLES OF FABRICLEAR PLUS 1 - 2 OZ TRAVEL BOTTLE OF FABRICLEARQty: 1Extended Price: $0.00Shipped Via: NEWGISTICSShip Date: 11/15/12 Subtotal $19.95Shipping/Handling: $15.90Tax: $0.00Total: $35.85Amount charged to card: $35.85******** SHIPPING INFORMATION ********The merchandise indicated as SHIPPED above has been sent to:---*********, IA *****For your information, here are the tracking number(s) on your shipment: ***********************BILLING INFORMATION*********Please do not reply to this e-mail. If you have any questions or need our assistance, please contact us at (***) ********. Our business hours are Monday - Friday, 9:00 am to 5:30 pm EST.********TRACKING INFORMATION*********Tracking SummaryShip DateTracking NumberReference NumberCurrent StatusDestinationEstimated DeliveryUnknown *************** Unknown Not Received N/A No tracking information found for the following tracking value: ***************.********Furthermore, when I call the phone number listed, I get a message that the mailbox is full and I will have to try back again later. I have gotten this message for three days straight. Product_Or_Service: Fabriclear Buy one, get one Order_Number: *******

Desired Settlement: Refund I would appreciate a refund of the $35.85 that was charged to my account. I would also like any further available information on this company.

Business Response: We apologize for the Customer's inconvenience. The tracking for this package shows that the order was delivered to the customer 11/30/12, after the complaint was made.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their website is very shady and not clear. When I went to purchase one item, it came up differently in my order totals. After I made my choices, it asked me to put in my credit card information. After I did that, it showed me exactly what I didn't order. I tried to go back and edit or cancel and the screen froze. I immediately called the number for customer service and pressed the number for canceling orders and I got someone on the phone who said that the order is too new and she couldn't look it up. When i got the confirmation email, I replied back to that and to the email they provided and told them to cancel my order. Their website states that orders would take 4-6 weeks for delivery, so when I called the very next morning, I couldn't get a live person and the automated person told me they couldn't cancel my order because it had already shipped! Very shady. Product_Or_Service: hair clips Order_Number: *******

Desired Settlement: Refund They are charging me $93.98. Below is a copy of their confirmation email:-----Original Message-----From: donotreply@3plworldwide.com (mailto:donotreply@3plworldwide.com) Sent: Tuesday, November 27, 2012 7:48 AMSubject: Your TWISTY OrderDear ***** *********:Thank you for your Twist N CLip order!This email confirms that your order ******* was receivedand uploaded into our system. Please note, you will not be chargedfor the item(s) ordered until your order has shipped

Business Response: We aplogize for the customer's inconvenience. The customer was issued a full refund of $93.98 on 12/12/12 and should allow 7-10 business days to see this credit reflected on the credit card used for the purchase.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I place an order on Thursday 3 2013 @ 12am for 1 item went the bill popup it had doubled and I spend the whole day of Thursday 3 2013 calling back to see if they could fix it they keep telling me that there was no information on the order I place then they told me to wait for 24hr to see if they had it so I waited and went I call back on Friday 4 2013 2:00pm they said that sorry the order was processed and they could not fix and that I need to pay the full amount how can a company not fix something or find any record on an order placed and refused to fix the order or even cancel the order and went I call them even the order # was given a wrong number which I think that they would have by on easer any information on it by now any way this is what they have on the site We are committed to providing the best products and friendliest customer service. If you should have any questions about ordering or about any of our great products, please feel free to contact us via the information provided below: FabriClear PO Box ***** **********, CT. ***** Phone: ************** Email: fabriclear@myorderstats.com Monday through Friday, 9:00am to 5:00pm EST.OFFER DETAILS: Order today and we'll give you one 16 oz bottle and one 2 oz travel bottle of FabriClear for only $19.95 plus $7.95 S&H. Plus, we'll give you an additional 16 oz bottle of FabriClear + an additional 2 oz travel bottle of FabriClear FREE, just pay $7.95 add'l. S&H!Sales tax may apply. Please allow up to 4-6 weeks for delivery. Continental U.S., AK and HI orders only. All products have a 30-Day Money Back Guarantee (Minus S&H).And here is the information on the order I placed Order # *********And this is what they put on the receipt 2qty price19.95 s&h 15.90 subtotal 71.70 taxes 0.00 total 71.70 this was placed online Product_Or_Service: FabriClear? Order_Number: *********

Desired Settlement: Refund My desired to get refund or that they fix the order and that they treated customers with respect and not Trick them with their lies

Business Response: We apologize for the customer's inconvenience. We have issued the customer a refund of $71.70 as requested. The customer should allow 7-10 business days to see this credit reflected on his statement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the exercise DVD on 11/05/2012 and I am not satisfied with the product. I have called numerous times thougout the past 2 weeks trying to contact a customer service rep and they have a automated phone system in which there is no option to speak to live rep. They will not allow to ship the item back with out a (Return Merchandise Authorization Number) as well as further instructions on the return.I have sent an email to 'bootyslide@myorderstats.com' and again Not a single response from them. I explained in my email that I was taking further action as I want a FULL REFUND for this item. Product_Or_Service: 4DVDS , 1 pair of booties&2 knee pads& han Order_Number: ************* Account_Number: ******* Under *

Desired Settlement: Refund Customer # *******Order # *************I want to send this item back and get my money back.

Business Response: We apologize for the customer's inconvenience. The email the customer used to send the return request is an outgoing order confirmation box only, therefore, the request was never received. However, we have notated the record to give the customer credit upon reciept of the return per the money back guarantee.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I Order This Product Over The Phone And They Did Not Tell How Much The Product Cost When I Got Threw With My Order And A Couple Days Later I Looked On My Bank Statment And They Had Took 111.44 Cents Out Of My Account With Out My Permission And I Had Cancelled The Order A Couple Days Before That And I Dissagree With Them Taking This Ammount Of Money Out Of My Account The Order Supposed To Been 19.99 Buy One Get One Free Plus Shipping In Handling Of Each Order So I Dont Know Why It Came Up Too 111.44 Cents It Should Of Been At Least 60$ Plus Both Of The Boxes Was Tapped Together And One Order When They Had Delivered It Too Meh Product_Or_Service: Bed Bug Spray Order_Number: ************* Account_Number: ***************

Desired Settlement: Refund I Would Like Yall To Get Them Too Put My Money Back Into My Account Along With My Over Draft Fee

Business Response: We apologize for the customer's inconvenience. Our records indicate the customer called to return the product for a refund 12/24/12. There have been no returns received for this order. We have issued a refund of $111.44 on 1/21/13 in anticipation of the customer's returned product. The customer should allow 7-10 business days to see this credit reflected on her account. We are unable to assist with the refund of overdraft fees.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I saw the adver on channel 7 and made the order for someone in nov of last yr .I try to contract fabric on couple time and even email them but no response.i was also charge double for my product and up to now ,I don't get my product to give the person. Product_Or_Service: fabriclear

Desired Settlement: Refund I need my 50 back

Business Response: We apologize for the customer's inconvenience. Our records indicate that the order was returned used/damaged on 12/21/12. A refund of 29.90 was processed to the Master Card ending in **** on 12/26/12. As per the Money Back Guarantee, shipping and handling is non-refundable.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I place and order with this company and paid with my credit card on April 23 today is April 30 I called the # ************ to see if my order shipped the recording stated that the order # was ******* and is was shipped April 24 tracking # *************** still have not received my order I have called the # that was on the order all I get is a recording I would like my product or my money refunded Product_Or_Service: fabriclear Order_Number: ******* Account_Number: *****

Desired Settlement: Refund the amount 37.95card card payment

Business Response: We apologize for the customer's inconvenience, however, the tracking shows that the item was delivered 5/1/2013. Tracking Number ****************************** Reference Number *************** Status Delivered Destination *****, OH ***** Carrier United States Postal Service - Parcel Select Delivery Confirmation Date 5/1/2013 Time 11:02 AM Description Delivered Location *****, OH ***** 5/1/2013 09:17 AM Out for Delivery *****, OH ***** 5/1/2013 08:26 AM Arrived at USPS delivery unit *****, OH ***** 5/1/2013 06:15 AM Arrived at USPS delivery unit *****, OH ***** 5/1/2013 06:07 AM Accepted by USPS *****, OH ***** 4/29/2013 02:53 PM Departing Newgistics Facility *******, IN ***** 4/29/2013 02:50 PM Electronic Information Received by USPS 4/29/2013 02:50 PM Electronic Information Sent to USPS *******, IN ***** 4/27/2013 06:38 AM Arrived at Newgistics Facility *******, IN ***** 4/26/2013 02:41 PM Departing Newgistics Facility *********, NJ ***** 4/26/2013 09:36 AM Inducted into Newgistics Network *********, NJ ***** 4/25/2013 11:35 AM Shipped from Client

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 0

Desired Settlement: Unspecified

Business Response: we apologize for any inconvenience. a credit was issued for 39.98 on 9/22. another credit was requested for 31.80 as of 10/8. customer should receive credit within 7-10 business days. total credit given 71.78

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In July placed an order and the next day called to cancel the order. Now in October they are taking money out of my account saying they did not see it canceled. When I clearly talked to one of their reps in July to cancel my order. They took the money out of my account only took 2 days and now are not able to refund for another 7-10 days. This whole thing is ridiculous. The amount was 63.87. Product_Or_Service: Ez Chair Covers

Desired Settlement: No settlement requested - for I just would like for the BBB to have this information on their site to warn future victims of the scams this company is trying to run on innocent consumers.

Business Response: We apologize for the customer's inconvenience. Our records indicate that the customer has been issued a full refund for the order totalling $63.87 on 10/24/12. The credit was processed on 10/25/12, the customer should allow 7-10 business days to see this credit reflected on her credit card. We apologize again for the customer's inconvenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted this business via the phone for several days(11/1/12-11//5/12) with no response. The warranty is for 30 days, if i cannot contact them, well then, the warranty time will expire. I think this business should give a valid number to its customers!!!! Product_Or_Service: exercise dvd Order_Number: ************

Desired Settlement: Refund refund

Business Response: We apologize for any inconvenience the customer has experienced. As Per the return policy stated on the packing slip enclosed with the booty slide order, the customer may return the product for a refund within 30 days of receipt. We have notated the customer's account to reflect that a refund be issued upon receipt of the order. The customer should call customer service at ************ for a return authorization, or simply return the product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an item from their company on 12-26-12 and then tried to cancel the order immediately after i placed the order because they had overcharged me during the ordering process. I called and then sent an email stating i wanted to cancel the order but the next day they claimed order was already shipped. SO they told me once i received the order to go and and either refuse the order or ship the order back for the refund. I then shipped order back to them on 1-4-13 and the order was received returned to them on 1-7-13 according to my USPS tracking information. I then placed a call following up about refund I hadn't received on 1-10-13. At that time they told me the item had been received returned to them on 1-7-13, and that refund would be issued as of 1-10-13. I then requested an email confirming this which I did receive but not until 1-14-13. The email stated refund would be processed within 10 business days. I have still yet to receive refund and today is 1-28-13. I have placed several calls to this company and every time I do, they have a different excuse to why i haven't received my refund. I called again this morning, and now they want me to provide a copy of my bank statement showing that a credit has not been issued or else they wont do anything else. So I have no idea what to do from here. I just want my full refund (including shipping, because I also paid return shipping on items, I didn't even want in the first place after they overcharged me to begin with) Here is a copy of the transaction:12/27/2012 08:51:28 VISA PURCHASEHTG*EZ COVERS*********** ,MATerminal: ******** -$ 63.87 Here is a copy of the email regarding the refund:Dear Ms. **********,The request for the refund was put through for you, our records indicate that it processed on (01/10/13) from this date the refund should post on your account within 10 business days. Please keep in mind you may contact us at customer service anytime at ************.Sincerely,******EZ Covers Customer Service Product_Or_Service: EZ chair covers Order_Number: *************

Desired Settlement: Refund I am requesting a full refund in the amount $63.87 mailed to me in the form of a check. That way they can't keep coming up with excuses to why refund hasn't been processed. They can mail it to me **** **********, ***** ***** ***** ***, ******, OH *****Thank you for your cooperation in this matter!!

Business Response: We apologize for the customer's inconvenience. Our records indicate that a credit for $49.89 was issued for the returned product on 1/10/13. We have issued an additional credit of $13.98 on 2/19/13 to satisfy the customer. These credits have been issued to the visa card used at the time of the purchase ending in ****.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: someone needs to do something about fabriclear advertising on tv a product that does not exist. They are ripping people off. I ordered fabriclear 3 months ago. Not only do I not have the product. the product doesnt even exist. they some kind of thieving operation stealing from the people. No telling how much money they have grossed so far. So the IRS needsn to get involved because im pretty sure they are dogging them too. they preying on the vulnerability of people. knowing what that product is supposed to be for they know a person can get desperate. somebody should do something. Im not concerned so much with the money as the feeling of violation of being stolen from.

Desired Settlement: for them to be stopped.

Business Response: We apologize for the customer's inconvenience, however, we do not show any order with this customer's name or address. Please have the customer provide the method in which the order was placed so we can try to track down the order, payment and get the product to the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This product was advertised on television so went on web site and ordered the grass seed was sent an e-mail stating in the next 24 to 48 hours order would be processed and that it would take 2 to 6 weeks for delivery. that was back on the 7th of July after not hearing from them I sent them an e-mail asking what the status was on the order and that was on the 12th so 5 days after placing the order still didn't get a response so I called there customer service people today the lady was very rude and stated order would not be processed for 2 to 6 weeks and then it would be another 2 to 6 weeks after that to have the product shipped to us this is a false advertisement as far as I am conserned Product_Or_Service: Grass seed

Desired Settlement: DesiredSettlementID: No settlement requested - for I just want consumers to be aware of this company and maybe think twice about ordering there product they advertise one thing and come to find out it's not what they advertise

Business Response: We apologize for the customer's inconvenience.  Our records indicate that the order placed has been cancelled.  We apologize for the customer service representative not properly informing the customer that the due to the high volume of orders the grass seed is currently out of stock, which is why the customer would have had to wait for the order to ship.  And after shipping the order would have taken approximately 2 weeks to receive.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We wanted to order two different colors of pillow since the offer states buy one get one "free" - (which is also misleading). We wanted one blue and one animal print. The website does not clearly note that the second pillow must be of the same color. Also - you are not able to review an order status with ALL charges prior to submitting the order - so you never get to see all of the charges, nor what the submitted contents of the order are in order to verify everything. So - what happens is you expect a $19.95 order of 2 pillows with the added 9.95 shipping and handling and what you get is $81.69 in charges. We also declined the shipping "insurance" of 1.99 - that charge was also added to the order. We called customer service immediately (7/5) and provided the order number from the confirmation email which was immediately received -******** . The customer service rep said she could do nothing as she could not "see" the order - which is suspect. She said all she could do was put in a "request"...... The way this company operates - is to add charges and product to unsuspecting customers, and not provide order verification prior to charging credit cards and then not provide a way to resolve - cancel, make changes, etc. We want this order cancelled.

Desired Settlement: We want this order cancelled and a refund of all charges.

Business Response: After investigating this order, it is evident that the customer purchased 1 Buy One Get One Free Set of Blue GOGO Pillows as well as 1 Buy One Get One Free Set of Animal Print GOGO Pillows. Each Buy One Get One Free Set is $19.95 + $9.95 p&h for the first pillow and  $0 + $9.95 p&h for the additional pillow. As a result, the price of the order was $79.70 + $1.99 for Insureship, which equals $81.69. 

On http://www.**********.com where the customer purchased the product, it states that the Buy One Get One Free deal is of the selected color. Please find the offer details below as stated on our site: 

"OFFER DETAILS:
Get 1 GoGo Pillow in the color of your choice for ONLY $19.95 + $9.95 (P&H). And if the savings aren't big enough already, we'll even throw in a GoGo Pillow of the selected color for FREE! (just pay additional $9.95 P&H). We are currently not shipping to Alaska, Hawaii, Puerto Rico, & US Virgin Islands."

According to our records, our customer service department spoke with the customer on July 8, 2013 and changed the order at the customer's request to 1 Buy One Get One Free Set of Blue GOGO Pillows for $19.95 + $9.95 p&h for the first pillow and $0 + $9.95 p&h for the additional pillow. As a result, the price of the order was $39.85 + $1.99 for Insureship, which equals $41.84. At this time, the order has been shipped. 



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I order one set of ** ** pillows from their webpage. I wanted to different colors a blue and a pink animal print pillow. They site advertised a buy one pillow get the other free. I wasn't aware the second (free pillow) would automatically be the same color as your first selected option. So I selected the second pillows color. I put in my credit card information and while I am waiting for it to show me the review order screen a bunch of pop up picture ads of the ** ** pillow up selling to by more comes up. I choose the No option that I didn't want to order any more pillows other than the 1 pillow getting 1 free for a total of 2 pillows. The webpage then asked about shipping, I chose the the priority rush shipping for $5.95 to my order. The next thing that came up was a thank you confirming the order with a order outline that said my card will be charged $87 dollars. I was out done because I had only expected to pay like $36 or $40, not $87. A Review page never appeared until after it had already charged my card. Their was no option to go back and remove or edit the selected items. They were charging me for 2 sets of 2 pillows for a total of 4 pillows. I looked up the number for customer service and called but they were closed on 7/17/13 after 8:pm PDT. I called the very next day on 7/18/13 at 9am CMT and 8am PDT. and spoke with a ****** who informed me she couldn't see my order yet and that my card wasn't charged yet because it takes them 48 hours to process these charges. ****** took my name my address and zip code and told me that she would put a hold on this order so that when it did show up in the system they would call me to verify what was to me charged to my card before completing my order. I called today 7/19/13 and just spoke with a Stephanie to make sure that I can get the corrected with my debit card and order and was informed they have processed the order already for the $87 and that their was no hold put on the order and that I can only wait now until I receive the 4 pillows and then mail the unwanted ones back then upon their receipt of the 2 unwanted pillows they will refund my money back. This is unfair and a terrible business practice. I did everything in my power to make sure the correct amount would be process and that my order of two pillows only would be processed.

Desired Settlement: I want the amount of the unwanted pillows refunded back to my card immediately.

Business Response: According to our records, our Customer Service Department spoke with the customer and has issued a full refund that will apply once the order has been returned. On 07/19/13, a return label was sent to the customer that allowed for the customer to return the order free of charge. We are currently awaiting return of the order. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife orderd the go go pillow plus an extra one for a total price of $49.85. This order was placed in April and she has yet to receive the product. Calls to cusromer service feel more like a run around than actual customer service and I want her products shipped immediately.

Desired Settlement: I would like to receive this order plus an extra pillow for the rather lengthy wait and plethora of excuses.

Business Response: According to our records, the payment was declined on 05/20/2013 and 06/07/2013. As a result, we were not able to ship the order until the payment was accepted on 07/02/13. At this time, the order has been shipped and the customer was charged $49.85. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to order two GoGo Pillows (pillows designed to hold tablets on your lap), advertised for $19.95 plus S&H, buy one get one free. When I completed the order, they had charged me $19.95 twice, PLUS shipping insurance (which I had declined), PLUS almost $40 for shipping! The total cost came to $81.69. I cancelled my credit card in order to stop payment. Also when I tried to go back to their home page from the computer used to place the order, it would not give me their home page again - only the confirmation page, and no contact information.I would encourage any consumer NOT to use this company.

Desired Settlement: I would request the BBB investigate this company's practices.

Business Response: After investigating this order, it is evident that the customer purchased 1 Buy One Get One Free Set of Grey GOGO Pillows as well as 1 Buy One Get One Free Set of Burgundy GOGO Pillows. Each Buy One Get One Free Set is $19.95 + $9.95 p&h for the first pillow and  $0 + $9.95 p&h for the additional pillow. As a result, the price of the order was $79.70 + $1.99 for Insureship, which equals $81.69. 
 
On http://www.gogopillow.com where the customer purchased the product, it states that the Buy One Get One Free deal is of the selected color. Please find the offer details below as stated on our site: 

"OFFER DETAILS:
Get 1 GoGo Pillow in the color of your choice for ONLY $19.95 + $9.95 (P&H). And if the savings aren't big enough already, we'll even throw in a GoGo Pillow of the selected color for FREE! (just pay additional $9.95 P&H). We are currently not shipping to Alaska, Hawaii, Puerto Rico, & US Virgin Islands."

According to our records, the customer has cancelled their order and their credit card has not been charged. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear BBB, I would like to file a complaint against the Go Go Pillow Company, 61 Accord Park Drive, Norwell MA 02061. Phone Number is 877-378-4292. On Saturday, July 13th, at approximately 5pm MST, I went online to order a “buy one get one free” offer for these pillows. The website is deliberately set up to deceive and doesn’t let you review your order before you purchase. The pillows are listed at $19.95, with shipping and handling price of about $10. Upon checkout, I realized I was charged a double shipping charge. I would never have opted for this if I was allowed to review the final checkout price (as legitimate vendors do). Effectively, there is really no buy one get one free. I realized the con and immediately tried to contact the customer service to cancel. They were closed, so I emailed them and told them to immediately cancel the order which they replied – so I have evidence they received this request on 7/13 circa 5:30pm. I received an email on Monday, July 15, 2013, at 2:50 PM, telling me to contact customer service. After I contacted them, I realized they conveniently contacted me almost 48 hours after I cancelled the order and told me they shipped the pillows (again – 2 days after I cancelled the order). They deliberately did this so they could charge me the $20 and not have to refund that charge. Again, I have the email trail to prove what I stated. Bottom line: Yes, I made an error in judgment, but I cancelled this order 2 days before they shipped it. This company is dishonest and should be sanctioned. I want a full refund.

Desired Settlement: Refund the credit card the full payment because I immediately cancelled the order. And they deceptively sent it 2 days after in a deliberate attempt to weasel $20 out of me.

Business Response: Our Customer Service Department received an email from the customer on 07/17/13 stating that the order will be returned for a full refund. Once the order is returned, we will issue the customer a full refund. Return information was sent to the customer by email on 07/17/13. We are currently awaiting return of order. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint because Gogo Pillow for the following reasons:My debit card was charged by company name, Gogo Pillow approximately 3 weeks after I placed my order and which I had cancelled only 3 days after on May 28,2013, Tuesday due to when I called their main number which is the 1877.378.4292 on May 25, on May 26, on May 27 the recording said they are close and will not be open until after the holiday on May 27. And so, in the morning of May 28, I had called them again to cancel and was able to talk to a lady which I regret very much that I was not able to get her name. I had explained to her that the price was too much and that I just wanted the $19.95-pillow which their advertising shows and not be charged $98.64. The lady I spoke with assured me that she will note my account that my order is cancelled. Only to find out yesterday, Monday, June 17 that my account was charged $98.64. I immediately called the company, Gogo Pillow, to ask why they charged my account when I had already cancelled approximately 3 weeks ago. I spoke with employee *******, employee #**** and employee ***, employee #**** and had said they are not able to find my order, my record and we got disconnected. I called them again a few times yesterday but I cannot get anyone to talk to me. To my frustration, I called my bank , Claims Department (Chase Bank)
to dispute the charge on my account. Up to this time, I am still waiting for my bank to give me any update/status of my claim.

Desired Settlement: I hereby request the company, GoGo Pillow, to return the money they took from my account which I did not authorize.

Business Response: Customer contacted customer service and was advised to refuse delivery of package.The customer did so on 6/25/13 and we are just waiting for delivery back to our facility. Tracking shows this package is due to return on 7/2/13. Once package is received, customer service will be issuing a credit to customers credit card.We apologize for this mishap.Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On the request on my daughter I made an order of GOGO Pillow on 4/14/2013. The price advertised on TV ad and online was $19.95 with a free pillow included with the paid one. As I submitted the order, the website does not give any shipping options. Once you make the purchase, it sends you an email that you will be charged $19.80 for shipping. I was charged $39.85. Today its 5/23/2013 and I have not received the merchandise. I got an email stating today that I will receive it in 7-10 days. I tried to call the customer service number several times and I was put on hold for more than an hour till I gave up. I am very disappointed by this company. It looks so good on TV but its just a way to make money at the cost of the consumer. This is the 1st time I am writing a complaint to BBB that shows how upset I am. I am going to return the pillow to them

Desired Settlement: I would like to be fully refunded including the shipping charges. Thank You

Business Response: The offer is buy one GOGO pillow for $19.95 and pay $9.95 for the S&H on that one pillow; and get one GOGO pillow free when you pay the $9.95 S&H on the second pillow.That is why the customer was charged $39.85. 1 pillow = $19.95 + $9.95 S&H; 2nd pillow = $0.00 + $9.95 S&H.Customer can return product for a refund on the product price. The S&H is nonrefundable as stated in our return policy.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

These practices appear to be unethical:
1.I wanted was 1 pillow and yet they charge me for 2 for $40! Don’t even give me a chance to review order…
2. The quantity selector misleads the consumer into believing that they’re selecting the quantity of pillows to be ordered, when it actually selects the quantity of orders of two pillows.
3. The website does not allow the customer to confirm the total prior to placing the order. The credit card, billing and shipping information are collected, along with the quantity and color, and the order is immediately placed.
4. Received the pillows in 6 weeks . Cant return as they will not refund the shipping costs of $19.80

Business Response:

In reviewing customers concerns, I have summarized as follows:

Concern #1: The website clearly states that it is a buy one plus shipping & handling and get a second bonus pillow-just pay separate shipping and handling. And order review is part of the process.

Concern #2: The website clearly states that the customer is selecting the color of the buy one get one free pillow. Before the color selection, the following question is included "Step 1: How many Buy 1 get 1 free pillow sets would you like of each color?" This is clearly determining that they are to choose sets. Also, on the drop down menu of each color, it shows if they want to select 1 set, 2 sets, etc. This clearly shows that they are not ordering one unit but one set.

Concern #3: Order review is part of the ordering process.

Concern #4: The website and order confirmation clearly states 4-6 week delivery. Customers can cancel their order anytime by calling customer service, if they are not happy with the order. This customer states that he was not happy with order total right after he placed the order.

Once product is shipped, our policy is that the shipping and handling is nonrefundable.  In addition, our commercial states the same.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/14/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 1. Claims you get two pillows for 19.95 + P&H (Ended you costing $64.74)2. Never tells you the P&H will be 25.853. Never tells you shipping insurance is 3.994. Charges extra for "priority" service... but shipping is still 2-3 weeks 5. Confusing menus trick you into ordering a third pillow6. Never displays a summery page to confirm your order8. The "order complete" email, has no contact information7. Once you place an order, the website blocks you IP Address so you can't find customer service.Miss-guides you into

Desired Settlement: I am trying to cancel my order, but can't because it is not in the system yet...It takes 24-48 hours to process the order... only then can it be canceled.This, after paying for "priority" service?

Business Response: Customers order was canceled on 5-22-13. This has not been charged nor shipped to customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I emailed these people several times about my order *******, the order went through and i never received the product. Where is my order.

Desired Settlement: Send my order immediately.

Business Response: We apologize for the customer's inconvenience.  Please have the customer provide the name of the product they ordered so we can better assist with the resolution of her complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on 3/5/13 I tried (twice) to place an order for their device. Both times their online system told me that the order was incomplete and did not go through. On both tries (about 2 hrs apart).Behold, the next day I found (two) THANX FOR YOUR ORDER emails...It took THREE DAYS to get anemail response from them No answer on the phone) apologizing,and saying that both orders were cancelled. that was on 3/8/13. BEHOLD AGAIN LAST NITE I noticed that they had hit my accountfor $37.90 TWICE for orders (that I was told were canceled on 3/8/13 )It's only been 20 days since I was told that those orders were canceled!!! So I called again today ( got through this time) and spent about an hour hearing from them that I had to wait until both orders were delivered, THEN RETURN THE ITEMS and then WAIT for a refund to my account. UNBELIEVABABLE AND UNACCEPTABLE!!

Desired Settlement: I EXPECT THESE CLOWNS TO CANCEL BOTH OF THESE ORDERS . I DO NOT FIND IT IT "ACCEPTABLE PRACTICE"TO WAIT FOR THESE PEOPLE TO DRAG THIS OUT ANY FURTHER. IT'S ALREADY BEEN TWENTY DAYS SINCE I WAS TOLD THAT THESE ORDERS (# ************* AND # *************) WERE CANCELED.MY NEXT STEP WILL BE A LAWYER i ALSO EXPECT THEM TO RETURN ANY FUNDS THAT THEY SUCCESSFULLY COLLECT FROM MY ACCOUNT.I AM PAST "HOPPING MAD" AT THIS POINT. ANOTHER PUZZLING THING. THEIR COMPANY IS LISTED IN MASS.BUT NOT THEIR OPRS

Business Response: Customer was issued credit card refunds for $37.90/each on 3/29/13. Therefore, customer was issued a total credit of $75.80 for the 2 orders that were placed incorrectly.  Customer should see that they have been refunded in full.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

2/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ORDERED CHAIR SEAT COVERS FROM THIS COMPANY AND USED MY CHARGE CARD, THEY CHARGED ME TO MUCH. THE PRICE ADVERTISED WAS 4 COVERS AND 2 FREE FOR $19.99 PLUS $6.99 S/H. THEY CHARGES MY ACCOUNT 39.92 AND CHARGED ME PRIORITY SHIPPING THAT I DIDN'T ASK FOR. I KEEP CALLING THEIR ONLY NUMBER AND GET A RECORDING AND SELECTIONS TO PICK, BUT NONE OF THEN CONNECT ME TO A HUMAN. I HAVE ASKED REPEATEDLY FOR THEM TO ADJUST MY BILL AND CREDIT MY ACCOUNT AND THE SAY THEY WILL CREDIT $5.95 FOR THE PRIORITY SHIPPING BUT HAVEN'T CREDITED THE OTHER DIFFERENCE OF $6.99 WHICH IS ANOTHER SHIPPING FEE. FOR WHAT I DON'T KNOW. I HAVE E-MAILED THEM SEVERAL TIMES AND I GET THE SAME ANSWER REGARDING THE ABOVE CREDIT. I HAVE ASKED THEM TO CALL ME REPEATEDLY AND NO CALL. ALL OF THIS IS DONE BY E-MAIL AS THEY HAVE NO ONE TO TALK TO. I NEED HELP WITH THIS COMPANY OR A PHONE NUMBER TO CALL AND TALK TO A HUMAN. THAY ALSO HAVE ANOTHER ADDRESS IN NORWELL MARYLAND. Product_Or_Service: BURGUNDY CHAIR SEAT COVERS Order_Number: *************

Desired Settlement: Refund PLEASE GIVE ME THE RIGHT AMOUNT OWED ME $12.94 NOT $5.95

Business Response: We apologize for the customer's inconvenience, however, our records indicate that the customer has been issued 2 credits totalling $39.92.  The first credit of $5.95 was issued 1/29/13.  The second credit of $33.97 was issued 2/4/13.  The customer should allow 7-10 business days to see these credits reflected on her statement.  We apologize again for the inconvenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I attempted a purchase in early July for EZ Covers at buyezcovers.com which is another DBA name for this company. There were multiple issues from the start. July 6 I attempted to place an order, their website has you select items of your choosing and afterwords prompts you to start filling out your information and credit card info...it does not disclose the full price of your purchase until after the purchase is completed. I emailed myself screen shots of this confirmation even though it states that I would receive an emailed confirmation shortly (I still have this screen shot that can be provided). I never received a email for this transaction. I, in fact, did not receive anything from this company including any charges to my bank account. Assuming that perhaps their website was not working properly and waiting a couple weeks to make sure no emails, charges or products were shipped, later July I decided I would attempt to try to purchase again. The same thing happened, no email confirmation, no communication from this company, no charges to my bank, nothing. Giving up, I decided to go purchase fabric and upholster my chairs myself (I was eager for this purchase because I was hosting a party at my home on July 30th). Here it is nearly three months later and all of a sudden my bank account is charged by this company for both purchase attempts. Since it was still holding as an authorization with my bank, I was advised to try and contact the merchant directly to ask them about these debits (this was the evening of October 3rd, the same day as the transactions on my bank account). I tried to call their number it would beep twice and hang up, I tried again the next morning, same thing happened. So I tried again during my lunch around 1:00P October 4th and finally was able to get through to a customer service rep, I immediately asked for a supervisor and was given to someone by the name of ***. I attempted to have *** cancel out everything and immediately refund, she stated the products shipped on October 3rd so I would need to wait to receive the products and then return them for a refund. I explained that I never received any notification that these orders had been received by them. She stated the products were on backorder and thats why it took so long for them to ship. It is a merchants responsibility to notify of any backorders, in which they did not and give me an opportunity to consent to continuing with the purchase (and since I had a deadline I would have cancelled) but since they never sent anything, it was a valid assumption that no orders had gone through. I asked to speak with someone in charge at their corporate office... she refused to give me any contact information and she would not disclose her last name, she said that she could only contact them by email and that she could request them to call me...I asked for someones name at the office or a phone number or a mailing address or an email...she refused to give me any information or allow me to speak with anyone higher than her. I asked how she gets in contact with them and said she only has an email address that only people within the office could have, I asked why was this company so secretive (assuming that all of this was a scam) and due to the nature of the complaint that she should be able to get me help immediately, she still refused and said I would have to wait for a call 24 to 48 hours. I then asked *** for proof that they had actually sent me these items...*** provided me a tracking number and said these products were shipped via ****. With her on the line I contacted **** and they stated the tracking numbers were not valid, the lady at **** was very helpful and tried also to demand to speak with the corporate office, *** still refused, getting nowhere with *** the **** advised that we should get off the line and wait to hear back... (**** reported the incident as well since *** stated thats how they ship and that she could not provide valid tracking information with this claim that items were shipped)... FINALLY, 6:30PM Oct 4th (same day as speaking to *** and ****), hours after speaking to *** I received "confirmation of shipment" emails consisting of the tracking information for both packages (these can be supplied to BBB) Both emails stated the items were shipped October 3rd via Parcel Direct, which means that they had my correct email on file and that I should have received email communications from them from the start. I would love this company to send proof that they ever emailed me any other notifications because I know that they did not, which is misleading and caused a duplicate purchase. I later find out that, (after my bank began investigating and did a google search of the tracking number) the packages were actually shipped October 4th, not October 3rd as *** stated and that they were shipped ***** not **** and that they were shipped after my conversation with *** (this can all be viewed on ***** tracking which I can supply for review) it shows that ***** received shipment information at 6:30 PM October 4th which means the label had just been printed to mail the items... As of right now, one of the two packages still has not been picked up by *****, I have proof of this as well which I can submit and the other package was picked up October 5th. All of this meaning that they only shipped the products because I called and complained and they wanted to justify the charges to my bank account. I have everything documented and would be more than happy to send this to the BBB for review. I am requesting all of my desired outcome be completed immediately. For HTG reference regarding the orders: ***** package tracking information for both orders: ********************** & ********************** Order #'s: ******* & ******* Total charges that need to be refunded: $63.87 & $39.92= $103.79 Ship to address is on file with BBB.

Desired Settlement: I am requesting an immediate and full refund for all charges to my account. I am requesting this company to intercept their packages with ***** and have them shipped back to their warehouse which can be done by calling ***** or send me prepaid labels to my email address so that I can print them and put them on these packages should they not be able to be intercepted, this should not be done at my own cost. I am requesting a letter of apology be sent to my home or email for the time and efforts I have spent researching to find out their legal name and contact information since their customer service REFUSED to disclose any other form of contact, and an apology for their customer service not giving immediate and proper assistance to resolve my issue and the lies that were told by the representative (in which I have a witness at ****) and finally for their lack of communication (by not sending email confirmations that orders had been placed/ and no back order notifications).

Business Response: We apologize for the customer's inconvenience.  Our records indicate that Ms. **** placed two orders.  And both orders were issued full refunds, including, $39.92 on 10/5/12 and $63.87 on 10/4/12.  There are no further credits due to the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/29/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered fabricare product for 19.99 buy one get one free, total came to 21.94 shipping an handling charge 23.85. after they took my money from my acct. they shipped item iam being ripped off the total for an purchase of 19.99 has cost me 45.79 .

Desired Settlement: i want to return item , ihave not opened the box . I want my full amount returned to my account $45.79

Business Response: We apologize for the customer's inconvenience.  The offer states buy 1 get 1 free, plus shipping and handling. However, our records indicate the customer ordered the main offer, one additional offer and upgraded to priority processing and added insurance for the shipment.

We will note the customer's record to have a full refund of $45.79 issued to the customer's account upon receipt of the return to satisfy the customer.



Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/21/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed my order on January 2nd, 2012 and was told 2-4 weeks for item to ship. I still have not received this product and its been almost 11 weeks since my order was placed. I have sent a few emails and recieved no response back and no one ever answers their customer support phone line.

Desired Settlement: I want my product now and I want it shipped express at no extra cost to me since the company is taking three times as long to deliver and did not notify me of any delays.

Business Response: We apologize for any inconvenience the customer has experienced, but this product has been on back order. However, as she was told we cannot ship the product when it does come in stock because her credit card was return as an Invalid Number.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/3/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered grout ***** on 01/11/12. First of all when I paid for the item... It would only allow me to take advantage of a second bottle for free... It wouldn't let me just purchase the one through their website. So, for 25.90 I was suppose to get two bottles of *** grout ***** and some cloths that allow you to wipe off the extra product. When I received the produce on Saturday 1/21/12 I tried it out. The product was a complete joke! It wasn't even the same consistency as seen on the infomercial. Not only did it not work, but it was WHITE and left my grout WHITE... Although the bottle was labeled TAN. When I called to return the product, I was told I would be credited 10.00 and the rest was shipping/handling. After I asked about their rating with the BBB they agreed to also credit an additional 7.95. So, I am still out 7.95 + whatever the return shipping may be, because they sent me the wrong color or faulty product? I guess this is how they make their money. Offer something that is a gimmick and make a couple bucks on each person from their shipping.

Desired Settlement: I would like a full refund. There is no way that I can be at fault for purchasing a falsely advertised item. I ordered tan and received white marked as tan.

Business Response: we apologize for any inconvenience. a credit was issued for 7.95 on 1/24/12. another credit was requested as of today for 17.95 totaling 25.90.

17.95 should be back on the customer's account within 7-10 business days.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response satisfies my issues and concerns in reference to complaint #*******.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.