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Description

Potpouri Group, Inc., Catalog Ventures, Nature's Jewelry, North Style, Serengeti, Pyramid Collection, Catalog Favorites, Potpouri, Expressions, Back in the Saddle, The Company of Dogs, Stitchery and Counted Cross Stitch, The Stitchery, Potpourri Gifts, and Young Explorers is a mail order company.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Potpourri Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

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

  • 340 complaint(s) filed against business

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

  • Length of time business has been operating
  • Response to 340 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Reviews are not used in the calculation of the BBB Rating

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

340 complaints closed with BBB in last 3 years | 131 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 45
Billing/Collection Issues 69
Delivery Issues 49
Guarantee/Warranty Issues 4
Problems with Product/Service 173
Total Closed Complaints 340

Customer Reviews Summary Read customer reviews

115 Customer Reviews on Potpourri Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 3
Negative Experience 112
Total Customer Reviews 115

Additional Information

BBB file opened: August 13, 1990 Business started: 01/01/1988 in MA Business incorporated 02/06/1998 in DE
Type of Entity

Corporation

Business Management
Mr. John Fleischmann, President Ms. Judy Lichtenfels, Call Center Manager
Contact Information
Principal: Mr. John Fleischmann, President
Customer Contact: Ms. Judy Lichtenfels, Call Center Manager
Number of Employees

350

Business Category

MAIL ORDER & CATALOG SHOPPING Electronic Shopping (NAICS: 454111)

Alternate Business Names
Back in the Saddle Catalog Favorites Country Store Cuddledown Expressions In the Company of Dogs Magellan's Nature's Jewelry NorthStyle Potpourri Serengeti The Pyramid Collection The Stitchery Whatever Works Young Explorers
Industry Tips
Buying by Mail Mail Order and Catalog Shopping Shopping by Phone or Mail

Customer Review Rating plus BBB Rating Summary

Potpourri 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

  • 101 Billerica Ave

    N Billerica, MA 01862

  • THIS LOCATION IS NOT BBB ACCREDITED

    355 Main St

    Whitinsville, MA 01588

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/29/2016 Problems with Product/Service
8/29/2016 Problems with Product/Service
8/29/2016 Delivery Issues
8/28/2016 Problems with Product/Service
8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have emailed their Customer Service four times and have never received the courtesy of a reply. I called the Customer Service dept and spoke to a nice lady but nothing has been resolved. I ordered 8 different items from them and 7 were backordered. All the items show as "in stock" or "in the warehouse" but I cannot get them to ship the items or at least let me know when they might be shipped.

Desired Settlement: I would like my items shipped ASAP and to be notified of any further delay. I would also like them to supply me with tracking # of the shipments. I would appreciate a reply to my numerous emails to Customer Service.

Business Response: All of the items have shipped except for the coverlet. The merchandise has just been released to the warehouse and will ship shortly. The other items have all shipped *** ** to your local post office all in individual packages.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  [If you are rejecting the business's response please enter your rejection comments here.]Why such a long delay on the coverlet?  It has been listed as "in warehouse" since 8-7-16.  That is 14 WORKING days.............When will the coverlet be shipped? Regards, ******* ******    

Business Response: The warehouse resubmitted the order because the comforter in stock was not the correct one ordered from the vendor. We are expecting the correct one in the first week of September and the correct comforter will be shipped at that time. I am sorry for your inconvenience and have credited back your postage of 15.99.

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 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.  Regards, ******* ******Thank you for the update

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a clothing item in June 2016. I have yet to receive a refund.

Business Response: The return of the dress was done on 7/13/16 but the amount of the item was 79.95 and was under your account. I have refunded this amount back to the credit card used to purchase the dress that was returned on 8/23/16. Sorry for any inconvenience.

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 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.  Regards, ********* *****

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6/22 made a purchase online. On 6/28 called to cancel order which had not been filled. With complaint that I paid extra to have it shipped in a timely manner and it was not done. Spoke to ****, Manager and he stated that he would cancel the order. That same day we had to purchase the same type items at a pet store because we were leaving on vacation with two pets. On 8/12 this company after 2 months decided to fill the order and charge my card anyway. I did not at any time place a new order and I was on the phone with **** 2 to 3 times to get this order cancelled. Once while we were talking, you could hear another customer on the phone who kept saying I need to hang up. I felt that this was scary when speaking about my account so he had to call me back. I have records of the same.

Desired Settlement: I want these items that were delivered today picked up and I want a refund. I did not order them and they had no right to continue an order that was specifically suppose to be cancelled and after the Manager **** specifically stated he cancelled the order.

Business Response: I do apologize. Please donate the items to your local animal shelter and I will issue a full refund to your credit card.

Consumer Response: We would love to do that!   We will do so and provide you with proof if needed.   That is a great idea.  Thank you for the refund in advance.   ******** ******** Better Business Bureau: 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.  Regards, ******** ********

8/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Please help me to cancel my Order#******** placed on line July 16, 2016 with ** *** ******* ** **** for a wood stair gate and self adhesive traction pads for dogs. The status of the order has been "in warehouse" since I placed the order. After 2 weeks I called and the representative said that the warehouse just moved and I should get the product soon. On Aug 8 I called again and the was told it was"in the warehouse" and the order would be re-submitted. I called back later and the representative told me that it was "in the warehouse", she would not put a supervisor or manager on the phone. She hung up on me. I submitted an on line request to either get the order ASAP or cancel it. There was no response. On August 12 I called once again and asked to cancel the order. The representative said they couldn't cancel it as it was "in the warehouse" , but maybe it had been shipped as they didn't have any updates. I asked for a supervisor or manager and after a long hold I went into voice mail. I have received no contact back. I have filed on line today for a cancellation, but have little hope of hearing from these people unless someone can contact them with some clout. Thus I am filing this report. My old dog has a limited number of days left and it seems pointless after all this time to await for an order that may never ship. I would like to be free of the order. I especially don't want the order arriving after my dog has died! Please help me to receive a confirmation of cancellation so I don't have this hanging over me and my credit card!

Desired Settlement: Contact me either by phone or email and give me a confirmation that the order has been cancelled. To date they have NOT charged my credit card, so I have to think that they have not shipped the order. They don't seem to be able to fulfill the order in a timely manner and I want the order cancelled and a written confirmation of the cancellation.

Business Response: I have cancelled order number ******** and will have someone call to confirm.

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 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.  Regards, ***** ******

8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want to return an item that did not fit, and I have tried calling, and emailed the customer service department a number of times without response. When I finally reached someone today, the best they could tell me was call back and wait til customer service picked up, which is what I had just done for the 3rd time.

Desired Settlement: I am happy to return the item, which is unused, with the tags on, and still for sale on the website, but I want a full refund.

Business Response: All of our items are unconditionally guranteed and you may return to the addreas on the invoice received stating whether you would like a refund or exchange.

Consumer Response: Better Business Bureau: 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 couldn't find how to return them, and get an authorized return label, so there's no dispute as to the return.  Every company I hae had to return merchandise to provides an authorization for return, and a paid return labe. Regards, ***** ********  

Business Response: We do not have prepaid return labels. The return address to us should be on your invoice but if you have lost it the address is * ************ ****** ******  ********* ** ******

8/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 10th, purchased online a gift for a friend for a surprise party that was scheduled for August 6, thinking it was enough time to have it delivered. Received confirmation that order was accepted, about two weeks passed and no delivery. checked on-line order status, showed "in warehouse". checked again next day, going into 3rd week, showed "in warehouse", so called customer service, got the run around about opening new warehouse, it was still "back-ordered" because they couldn't ship it out. I asked to have order CANCELLED, but was told I could not cancel it because it was getting ready to be shipped, explained I didn't need the gift any longer, but the customer service rep I spoke with on Thur, Aug 4th (****), again told me it couldn't be cancelled, that it was too late, once it was in the warehouse, it was being prepared for shipment, she then offered to have it shipped next day, but again, I told her NO PLEASE CANCEL; that I had already requested the order to be cancelled online as well, with no confirmation. She told me all she can do is "request" the order be cancelled. I then asked if **** could email me to confirm something has been done; never received any confirmation email, my card was NEVER credited back and I still have NO GIFT. It was a "friends" pillow for a friend whose party has come and gone and I had to buy another gift for her party because the one I ordered never came, but yet was charged the day after I ordered it. It's been well over a month, still no gift, no credit back and nothing to show for my $21.94 charge. All I ask is that I am credited back the money for the gift I never received.

Desired Settlement: would like my card to be credited back in full in the amount of $21.94 ASAP, with no more lies.

Business Response: The 21.94 you saw on your credit card was an authorization only. We only charge the credit card when the item ships and it has not shipped, cancelling the order as you requested. The authorization is dropped by the bank if it is not charged within 7 days.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *******

8/13/2016 Problems with Product/Service
8/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order to *********** Catalog on June 29, 2016 for a bunny, carousel, book table and a duster. After receiving nothing and the charge deleted from my bank account, I called on July 22, 2016 and was told the bunny was in shipping but the rest of the order was backordered for 4 to 6 weeks. On July 30, I received and email stating the bunny and book table were pending and the remaining items on backorder. If I wished to cancel the backordered items to reply letting them know. I replied to cancel all backordered items. August 1, 2016, my bank account showed I was being charged for those cancelled items so, I called again. I was told that the bunny had been shipped but the other items were on backorder. I checked my bank account yesterday, August 4, and the items were all still there. I called again, talked to *****, who after I explained this problem, hung up on me. I called back, this time spoke to ******, who informed me the bunny could not have been shipped because it had just arrived in the warehouse. I was told the other items were pending. This time I asked that all items be cancelled. This afternoon, two items are still on my bank account.

Desired Settlement: All items cancelled and no more charges to my bank account.

Business Response: The operator did cancel the rest of your order. The only item you were charged for was the stacking table and postage for a total of 176.50. All other transactions were just authorizations because we do not charge until items are shipped.

Consumer Response: Better Business Bureau: 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 # ********. Regards, ***** ***** There is still a $30.00 hold on my bank account as of 4:00 PM, August 8, 2016.  Also, although I tried many times to cancel it, the stacked books table was delivered by **** today.  I have sent it back and expect a refund. here  

Business Response: We do apologize all credits have been issued for the entire order and shipping. If there were any expenses incurred as a result of this order please let us know and we will reimburse you.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *****

8/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received a gift certificate for this business. We live in GA and the gift certificate was purchased over the phone in GA. We have not been able to redeem it. The website payment options do not accept gift certificates and when we call the number listed, the people on the other end of the phone say they cannot accept gift certificates and then place us on up to 30 minutes on hold. After 30 minutes, I hang up. I have sent the Customer service dept several emails through replies to their marketing and also through their website Customer Service and after about 7 business days have received absolutely no response. Their ******** page does not allow comments. I am at a loss as to how to use my gift certificate.

Desired Settlement: Either refund my gift certificate to me or have someone contact me so that I can complete the purchase I am trying to make that your automated system keeps emailing me about but that I cannot reach a human to speak to.

Business Response: Our websites do not let you use a gift certificate but if you call our order line the operators can redeem the gift certificate on the order you are placing. If you have any problems please ask to speak with a supervisor and they will assist you.

8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the garden groomer on 6/20/16 and have not received the order yet. I have called many times trying to find out why I have not received the order. I was disconnected many time while trying to get in touch with someone. I have spoken with at least 5 different people. I have been told several times that someone would call me back and have never heard from anyone. I was told on 2 occasions that the order was delayed because of the move of the warehouse, but it would be sent within the next several days. I was finally told on 7/17/16 that my order was not processed because there was an error on part of the payment on the ******** card that was entered, but they could place the order if I gave them the information on the ******** card. I did not want to complete the order because of the lack of service, lack of communication, lack of care and lack of knowledge of those working for the company. I explained that I no longer have the **** gift card used to originally pay for part of the order. I was told they would credit my account . I again explained that I no longer had the card because it was used on the order and discarded. I was told the supervisor (*****) would call me to let me know how they could handle this situation. I have not heard from the company. I called again today and was told the money was credited by to the card and there was nothing they could do. I asked to speak to a supervisor and was sent to voice mail. I have also emailed the company previously and have not heard from them.

Desired Settlement: I want a way to get my money back.

Business Response: The order was placed on 6/20/16 but at that time we did not have the stock available. We did get an authorization for the order 50.00 on the **** and 37.49 on the ********. The authorizations are dropped from the bank within 7 days if the company does not bill the customer. We only bill when an item is shipped which we have not done, so we have never charged either credit card for this order.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I was never told that the product was not available when I ordered the item or any of the times that I called.  I was not told by the sales person that my card was not going to be charged.  I destroyed the gift card because the entire amount was used for the purchase.  I have no way to recover the $50 gift card.  The company should have told me when I called the first time and still had the gift card that the transaction never occurred.  It took me talking with 4 different people at different times to finally learn that the order had not been completed. The first time was two weeks after I ordered and was told the order would be sent out after the 4th of July holiday.  I called back a week later and was told that the order would be shipped by the end of the week.  At no point in any of these conversations did anyone tell me that the order was not processed or on hold.  I was told on the second call that the Customer service representative would personally check to see what the hold up was and call me back the next day.  No one called me back.  I then emailed the company and explained what I had been told.  No one from the company contacted me.  I called again several days latter and it was at this point I was told the reason the order did not go through was because the ******** card did not go through and I owed the balance. At this point I had not checked my ******** card to see if it had been charged and not had a positive experience with the company so I did not want to give my card information again.  So the representative canceled the order and said she put the money back on to the **** gift card. I explained I did not have the card any longer so how could I get my money back.  She told me she would turn it over the the supervisor because she did not now how to handle the problem.  She said the supervisor would call me the next day and she would call to make sure someone called me.  No one called me so I called again.  At this point I was told that neither card was charged.  I explained to representative that I no longer had the **** card so how could I get my money back and he told me I should never thrown the card away and there was nothing he could do.  I asked to talk to a supervisor and was told they would not tell me anything different. I insisted on talking to a supervisor and was sent to a voice mail.  That person has never called me. Regards, ****** *****    

Business Response: When orders are taken operators do not know what type of credit card it is. All of the gift cards have an insert stating not to discard due to the fact you might need to return an item and a credit goes back to the gift card. If you call we could access the complete number of the card for you to reuse at another time.

Consumer Response: Better Business Bureau:I have called and was told that the card number was never kept.  If you personel would have given me the card number i would not have had to file a complaint with the bb to try and get my money back.****** 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 # ********. Please add your rejection comments below.  [If you are rejecting the business's response please enter your rejection comments here.] Regards, ****** *****    

8/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered slippers for my wife from CountryStore.com, ************. They passed my credit information to CountryStoreVIP.com and placed me on their (VIP) program. After 30 days, VIP commenced billing my credit card $14.95 per month. I never signed up for this service. I don't even know what it is?? When I contacted Country Store, they claimed that I signed up for this on my own and they had nothing to do with it. The only dealings I ever had was with Country Store. I think that any company that deals in such deceptive practices should not be allowed to use the BBB symbol in their advertising. When I contacted them, they refused to send me a copy of where I signed up for this bogus service. They also refused to refund me money spent as a courtesy.

Business Response: When the order was placed via the internet the VIP program was accepted. You must fill out informtation as well as click on the accept button. You also get a follow up email to the address you enter on your order welcoming you to the VIP club with all the details listed again. I will contact the VIP program and cancel your membership and request a refund.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I am rejecting your assessment of the issue. I requested, and was denied a copy of the "form" I filled out to signup for the VIP club. Since you can't provide me with proof that I did indeed sign up for this bogus "club" you are running, I believe a full refund of the money I spent with your company is warranted.   Regards, ******* **********        

Business Response: There is no form on the internet. You enter in your responses to join the VIP and click on the accept button as well as entering your email address that you want to use and all information is sent to that email.

Consumer Response: I believe a copy of the page I filled out that enrolled me into your VIP club should be made public to me. The only reason you would not provide it is because you are using a deceptive practice to enroll people and you don't want the BBB to see it. And, as a courtesy you should refund me the full amount of my item because I  am a dissatisfied customer who has a right to see the technique you used to sign me up which you obviously do not want made public. ******* **********  Better Business Bureau: 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 # ********. Please add your rejection comments below.  [If you are rejecting the business's response please enter your rejection comments here.] Regards, ******* **********    

8/7/2016 Problems with Product/Service
8/7/2016 Problems with Product/Service | Complaint Details Unavailable
8/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I order a decorative item (glass starfish) from this company. When it arrived, it was not protected well in the packaging and was broken with some parts shattered. I submitted a customer service request 3 separate times asking for assistance on the issue without any response. The service is terrible and they don't seem to want to help me replace the item.

Desired Settlement: I would like for the item to be shipped again with no charge. If that can't happen, I want a full refund.

Business Response: Please disguard the broken starfish. I have replaced your order for you. The new order number is ********. At this time the item is on backorder but due in any day. Sorry for any inconvenience.

8/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order placed July 2nd. Over one month still have not received it. Auto voice said backordered. Emailed them 4 times, no response at all. If you go to catalog item I ordered, it states, IN Stock. I cannot get any response from them. Its like they do not exist. I want a refund immediately, or the item, that was a birthday gift for my Granddaughter. The worst company ever.

Desired Settlement: Want a live person to explain to me where my order is and how they can be so irresponsible to a customer. Want refund or item.

Business Response: Our warehouse has moved and some of the items are not in stock at this time. I have cancelled the order for you but you were never billed because we bill when the items ship. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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.  Regards, ******* ******

8/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/1/16 my check for my order cleared by bank. Check amount was for $109.74. On 7/8/16 I called to inquire about my order as I had neither heard nor received a product from them. At that time I was told 1 item was on back order and the others were being moved to a "new warehouse " and would be sent from there. On 7/19/16 having neither received or heard anything, I called again. This time I was told 4 items were on back order and 1 was in the warehouse. I was also told that if I cancel my order it will take 3-4 weeks to obtain my reimbursement of funds. This is wholly unacceptable for obvious reasons and I would expect my funds returned in full within 10 days of cancellation. On 7/19/16 I sent an e-mail to the company requesting an explanation and clarification not surprisingly I never received a response. On 7/22 I sent an email to company headquarters requesting assistance with this company, a part of their group On 7/25 received response of no assistance and to get my monies back would take 3-4 weeks. On 7/28 called alleged customer service and this time was told 2 items shipped and were due today,8/1. And 2 more items were to be sent on 7/29 which according to the Order Status page did not happen. It has been 1 month and I have no product and no monies. They will have had my monies for 2 months that I earn no interest on it. I also have absolutely no product. Please investigate the practices of this company and help the consumer.

Desired Settlement: I want my product. It is 1 month today and I have nothing!!!!

Business Response: Our warehouse did move to a different part of the state and items were not available to ship. Two of the items shipped on 7/22/16 and 3 of the items were on back order. The customer cancelled those items yesterday 8/4/16 and a check # ******* for 69.85 was generated. The customer should receive this check by the middle to end of next week.

Consumer Response: Better Business Bureau: 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.  Regards, ******** *******

8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order #******** on 6/28/16 totaling $44.39 for 2 items that were both listed as in stock. I checked the status on 7/10/16 to find one item was on back-order. I sent an email the same day with no reply. I sent another 7/12/16 after checking again and the status showed both items were in the warehouse. Still no reply even after informing them I would file a complaint with BBB if I got no response. Checked today and no change. I called and it was all automated so I was unable to talk to anyone. I could only find out my order was being processed for shipping. This entire time no one notified me about a back-order or any delays. I can't get a response so I'm contacting you to help me resolve this annoying issue!

Desired Settlement: I just want my order delivered. I was planning to send the items to a friend whose birthday was 7/10/16.I normally have received orders in less than a week from this seller. This will be my LAST purchase from them!

Business Response: The bracelet shipped out on the 16th of July and the suncatcher is in the warehouse and should ship by the end of the week. We have moved our warehouse to a new location and we have taken a little longer to ship out orders. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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 will not consider the issue resolved UNTIL my purchases are in MY possession and  intact ! I do not trust the business due to the fact they NEVER had the courtesy to contact me OR respond to my emails ! Once I receive my purchases I will then consider the issue resolved and will NEVER do business with them again ! If I give them any reviews they will be negative like the ones I recently read by other customers who also had  negative experiences ! Regards, ****** ***** ***    

Business Response: We will be sending this item out as soon as it becomes available to ship.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. I received the item that shipped I believe on 7/16/16 ! I checked the status today on the remaining item which is showing the item IS in the warehouse ! NOW they're saying it will be shipped when it becomes AVAILABLE ??? Their first response stated it would be shipped by the end of the week ! I'm not trusting them one iota ! As I said in my last message, the issue will NOT be settled until the other item is in my possession and intact ! I'm ALSO preparing to file a complaint with the Attorney Generals Office ! Nothing is settled ! Regards, ****** ***** ***    

Business Response: This item is not in a location in the warehouse. It could have been received but is not in a location to be shipped out. As soon as it is the customer's order will be shipped.

Consumer Response: Better Business Bureau: 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 # ********. THIS has gone on for an ENTIRE month ! TOTALLY UNACCEPTABLE !!! I'm DONE waiting on this incompetent Fly By Night seller ! They can CANCEL the item I ordered in JUNE !!! THEN I will consider the issue resolved !!! PLUS I DEMAND A SINCERE APOLOGY FROM THEM, ADMITTING THEIR TOTAL INCOMPETENCE !!! Regards, ****** ***** ***    

Business Response: I have cancelled the item for you and I do apologize that the warehouse was unable to fill your entire order for you.

Consumer Response: Better Business Bureau: 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.  Regards, ****** ***** ***

7/25/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Their numerous phone numbers and staff of various employees answering at the number printed on their NorthStyle catalog has caused much confusion to covet one prepaid order. I paid by check for a navy colored size 10 misses dress to be delivered to my home. When checking on the shipment I was told a periwinkle colored dress was on its way. I should not have to pay another $9.00 according to the **** to return the incorrect dress. My check cleared the bank on or by 6/1/16 and it is almost 6/15 when original order was promised.

Desired Settlement: Immediate delivery of the dress and/or full refund sent immediately in order not to covet $ while causing so much confusion. The reimbursement should be for $85.89 plus the $9.00 that the customer is expected to pay to return the incorrect item.

Business Response: We did a credit for the customer for the incorrect color dress and reshipped the new dress out and billed. This dress was delivered on 6/17/16 at 2:17pm.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  The first periwinkle polka dot dress sent to me in packaging requiring nine dollars and two cents return shipping has been returned to Northstyle via ****** ****** ****** ******* due to the fact that I ordered the dress in size ten Navy color. I SHOULD  be reimbursed the  seven dollars and five cents costs incurred plus postage stamps involved to mail correspondence to you and North Style. The return package is in the same packaging the corrected order was sent (too late) and weighs approx. Fourteen oz. Full refund is no longer necessary,  as the original dress ordered size 10 in Navy fits and I like the feel of the fabric. However, I have yet to wear it to any occasion and have yet to wash it. Refund of all postage and shipping, along with a prepaid return label is sufficient and should be mailed to my home: *** ***** *** ***** *****.  Regards, ****** *****    

Business Response: We have given you a full refund for both dresses the periwinkle as well as the navy dress that you still have. Return postage is not necessary because we did not charge you for the navy dress you have.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.   Regarding the incorrect merchandise sent and the correct order being sent by June 15, this is the following true status if my Order with NorthStyle and the confusion to covet.The periwinkle dress was returned and cost me additional shipping. The shipping cost was to be reimbursed to me and the refund check they claim they sent over ten days ago has not been delivered to my only mailing address and I get mail here every day. Although I received the correct merchandise which is a size 10 navy and white polka dot dress after the promised delivery time, I chose to keep the dress and it was prepaid along with shipping. The order originated in the month of May and we will soon be going into August. Where is the credit or refund due me. I do not want to continue a business and or customer relationship with those who have caused such confusion. Their manner of involving too many different people and excuses to bide time us unethical and worthless and wasteful. Regards, ****** *****    

Business Response: We have sent you a refund for the dress that you kept  check number ******* for 69.95 mailed on 7/11/16 to the address the dress was sent to. If you have not received this check please let us know and we will put a stop payment on it and reissue a new check.

7/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time I’m writing to you to question your monthly billing to my ******** ******* card ending ***** in the name of ***** ** ****** for $14.05 a month to be part of the “Serengeti Catalog VIP Club.” I have never joined this club, do not wish to be part of this club, and expect you to stop charging me for something that in no way benefits me. Take off my name, address and stop billing me.

Desired Settlement: As I did in April, I will dispute the charge that is about to post to my statement. I expect this charge to never appear again on my statement.

Business Response: I did not see any complaints filed in April regarding this charge. When you placed an internet order you accepted the VIP program. I will contact them and cancel and ask that you get a refund for your monthly charge.

6/18/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Recently I received a mail order catalog called ******** ***** (Garden Home Pest Control) in the mail. The address on the catalog is **** *** ****, **********, MA *****. The toll free number to call to order is **************. The customer service number is **************. I was looking through the catalog and things were fine until I came to pages 54 and 55. On these two pages were sexual vibrators with names such as "The Art of Orgasm" which is a DVD, "Love Vibes Massager," "The Climaxer," "Triple Tease," etc. My husband and I thought surely this must be a mistake in the catalog. So, he called the number and was told that it was no mistake. They have been selling these sex toys for a year now in the catalog. The rest of the pages of the catalog have garden and home items. Any child could be looking through this catalog as the parent would not suspect that there is anything they should not be seeing. We would never have thought we would find sex items in a garden and home catalog! The catalog cover shows grass seed, hammock chair with cushions, a set of ceramic ramekins with lids, and a music system of the past (like a stereo). Is it legal to do something like this? Is there any other organization I can complain about this? Thank you for your time and help. Sincerely, ***** ********

Desired Settlement: I would like an answer to my question. If this is not allowed, I would like this company to remove these items from their catalog. Thank you.

Business Response: These items are sold in the ******** ***** ******* and are done legally. The corporate address for any comments is ******** ***** *** ********* ******* ***** ********** Ma *****.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ********

6/17/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was sad to find out that this company has a dishonest "unconditional guarantee" that they proudly display on the first page of their magazines. They state that "if for any reason you're not satisfied, simply return the item for a prompt and courteous exchange, credit, or refund of the purchase price". I was planning to purchase several more items in the future because I found so many beautiful items in their magazines. I placed an order for 3 tops and a jacket totaling about $300 back in March of 2016. I felt comfortable placing a first order for that amount BECAUSE OF THEIR UNCONDITIONAL GUARANTEE. I am very happy with the jacket that they sent to me but I had to return two of the tops because one fits like a double tent and the other one shrunk about 2 sizes when I washed it (following the washing instructions on the shirt tag). The third shirt does not fit but I kept it anyway because I think I can alter it. My postal tracking number shows that they received my return (which cost me $12 postage) 4 days ago on 5/23. I contacted customer service of "Catalog Favorites" today to check on the status of my "prompt refund" and was told that it can take 4 to 6 weeks to process.. Customer service also stated that the invoice placed in the box of the shipment states that the refund can take that amount of time. To me they are proudly stating that the policy printed on their magazines is just a bogus joke for us foolish customers. I feel mistreated as a customer and victimized by this company's continued practice of false advertising. I thought that was illegal.......

Desired Settlement: I want a PROMPT REFUND (today or tomorrow) for the items you received from me on Monday 5/23 of this week. Order number ******** (Catalog Favorites) -Multi -Print Top/NB-949 $49.95; and Order number ******** (The Pyramid Collection) - Nile Style/PB-124 $49.95.

Business Response: The unconditonal guarantee means that the items may be returned at any time (meaning there is no time limit for a return and no questions asked) for a refund or exchange. The returns and exchanges can take at our busiest times 4-6 weeks for processing as stated on the back of the invoice where the return is filled out. At this time where you tracked the package and we received it I will process the credit for the 2 items.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  [I reject this rude response that is implying I am unable to comprehend what I read. (definitely not courteous as stated in their mail order magazine) They are simply reiterating the dishonesty in their guarantee that state that "items can be returned for a prompt and courteous exchange, credit, or refund".  The fact that they put their actual response time on the invoice AFTER the item has already been purchased is FALSE advertising.  I would not have ordered any clothing if I had known it would take over a month to process a refund if returned.  I do not agree with letting any retail online business hold my money for that amount of time. As of 6/4/16, I did receive one refund from Pyramid, I am still waiting for the credit from Catalog Favorites. Regards, ***** ******    

Business Response: Both credits were done on 6/1/16 one to the ****** **** ending in **** with a bank reference number of *********************** for 49.95 and the other credit to the **** card ending in **** with a bank reference numbr of *********************** for 49.95.

6/17/2016 Delivery Issues
6/7/2016 Billing/Collection Issues
6/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Dear Madam/Sir: I purchased this genuine onyx marcasite and sterling elegance ring, size 8 for $59.98 plus shipping from Nature’s Jewelry in Chelmsford, MA in either 2014 or I think rather 2015 and through no fault of my own and no abuse, the onyx marcasite and sterling elegance came off the part that goes around the finger. To get to the point, I called Nature's Jewelry last night and spoke to a Customer Service Specialist named “*******” and she told me that a replacement would be shipped out to me today. However when I called today to confirm if it had been and I spoke to “******” she told me it hadn’t been shipped and told me that I never ordered nor received from them such a ring only the pendant and earrings. I told ****** I purchased the ring separately because I live on a lower income. I told her that I was sending the Better Business Bureau a copy of the ring as proof that I had indeed purchased the ring and would ship the ring back to them insured and that is what I am going to do on May 6th.

Desired Settlement: Please assist me in getting a replacement for my onyx marcasite and sterling elegance ring, size 8 as was promised. I am sending them the broken ring and you this letter on May 6th, 2016.

Business Response: The original order was found and placed on 8/26/13. The exchange was processed and the new ring was sent out on 5/23/16.

5/31/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When I called Magellan’s again on May3rd they said the order had been cancelled but they were reimbursing my $193.99. It was supposedly mailed on April 26th, so far no check so that is why I called the Better Business Bureau. ***** seems to be at a perpetual meeting which has no beginning nor ending. She told me to fax a copy of the check to her which I did. She said she would contact me which never happened.

Desired Settlement: She also said I would get my check for $183.99 reimbursed. I am still waiting.I had my bank check the back of the check for $183.99. It was not deposited into any account, just appears someone cashed the check. My recent order number is ********. I would appreciate any help with this matter.

Business Response: The customer placed a mail order on 5/10/15 for a total of 252.99 which shipped out on 5/8/15. We received a stop payment on the check on 06/08/15. The customer then sent in another check for the merchandise received on 7/11/15. The new order ******** totaling 183.99 was flagged by accounting due to the previous stop payment. The refund check for this order ******** for 183.99 was generated on 4/25/16. If you have not received it to date I will reissue another check and put a stop payment on this check.

Consumer Response: Better Business Bureau: 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. Thank You for the response. They did refund my money.  

5/25/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order #******** Order on May 12 for a wedding May 21st. Paid for rush shipping. Sent numerous emails received canned responses. Finally got someone on phone on the on the 18th who said they would ***** over night. Well today is the 21st, the wedding, and ***** says it won't deliver until the 23rd. I was told my credit card had not been accepted but I NEVER received any indication during the ordering process nor even one email pointing this out as a problem. Strike 1,2 and 3 right there. Then I was offered their VIP program for 10% off and free shipping. For 15.00 a month!! And it's a REBATE program. Well scam me. Was NOT told I would be paying $15/mo for a REBATE program, would never agreed if I'd known it would take 4-6 WEEKS to get a rebate check... I'm hating this company right now. And I still have to deal with returning this, getting my credit card refund and getting out of their VIP program. AND apparently I have to PAY To ship back an order they screwed up. Damn too much hassle no matter how nice the clothes. ******** *****

Desired Settlement: I want to return this order because it was NOT delivered as promised WITHOUT having to pay for the return. I want OUT of the VIP program NOW without having to call them and have someone try to talk me it of it.

Business Response: The customer placed an internet order for some items. At the time of sale she accepted the VIP program which states cash back rebates. The program also states it is a free 30 day program and if you do not want to continue and be billed the 14.95 monthly fee all you would have to do is call the toll free number ************** or click on the email (customer receives an email when they accept the program) and no questions asked may cancel at anytime within the 30 days and will not be charged.When the order was placed the credit card did not get authorization and when she called the operator did take off all shipping charges and changed the ship method to a 2 day ****...If the customer does not want the merchandise she may send it back and we will reimburse her for the shipping. We do not have prepaid labels for shipping.

Consumer Response: Better Business Bureau: 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. However, I need to point out that an order revised to 2 Day ****** (I was told it was OVERNIGHT, not 2 day) on a Wednesday (the 18th) was NOT delivered until the 23rd - 5 days - totally unacceptable and I needed it on the 21st.  I sent 7 emails regarding this order and received canned responses with no follow up.  I had to call.  Shoddy customer service at best.  It took a BBB complaint to get a response. Thank you BBC Regards, ******** *****

5/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from Pyramid Collections on October 11, 2015. I returned the item via **** on October 30, 2015. I did not see a refund on my account and called them on December 14. The gentleman that I talked told me he would issue me a refund. I received a refund for the amount of $7.15 which was the cost of the shipping. I am still waiting for the $78.45 for the actual cost of the purchase. I have sent them repeated emails and correspondence and no one has contacted me about a refund. Today (May 10, 2016 - 7 months later) I called them again and spoke to an ****, he asked me to email all of the paperwork (which I had already done before) to show proof of shipping. By now, **** does not have it on their records because it is past the 60 days so the proof is not online. I sent them my print out from back in December.

Desired Settlement: I would like a full refund of $78.45 for my purchase that was returned to them in October of 2015.

Business Response: We never received the item back. When we tracked the package with the tracking number customer gave us ********************** back in December it stated not valid. I will do a credit for the item and you were given the return postage by the operator who answered your email.  

5/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a defective item and wanted to return it but was told by Customer Service that although the item was defective, I was responsible for return postage. I think I should be given a prepaid return label or reimbursed for return postage.

Desired Settlement: I think I should received a postpaid label to return the defective item or reimbursed for return postage.

Business Response: As per the email response there is no need to return the defective item. We have given you a full refund.

Consumer Response: Better Business Bureau: 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.  Regards, *** ****

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sent a order through postal service to this company on 3/29/16 with order form and check in the amount of $135.34. The order was for a jacket priced at $59.95, and a maxi skirt priced at $59.95. After several days with no order, And conformation from our bank that our check was cashed on 4/04/16, I emailed them to find out the status of my order, got an email stating an agent was investigating and would get back to me. Not hearing anything I ended up sending several emails, I get a response stating that there is no order under my name. I in turn ask how can my check be cashed that is made out to your company without the order being filled, when the order and check were in the same envelope. I received no further communication from them. To me this is an act of fraud.

Desired Settlement: I just want my money in the amount of $135.34 refunded back to me.

Business Response: The order was shipped to another customer with the same zip code and street number on 4/11/16. We do apologize. The customer called stating she would just like a refund so we issued a refund check to ******* ******** check number ******* for 135.34 on 5/9/16.

Consumer Response: Better Business Bureau: 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.  Regards, ******* *******

5/16/2016 Delivery Issues | Complaint Details Unavailable
5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from ******** ******* in February, using my **** card. Beginning in March, my **** card has been charged a monthly fee of $14.95 for some sort of savings club I did not join. I emailed ******** ******* customer service, who said they couldn't help me. They gave me an 800 number to call. After waiting on hold for over 10 minutes, I hung up and emailed customer service again. They again refused to help. I complained to the BBB in April. The company's response was that they would refund the charges and end my "membership." They didn't refund anything, and they charged my **** card again this month, for $14.95.

Desired Settlement: I want all three months' charges, a total of $44.85, refunded to my **** card, and I want them to stop billing me for the "VIP savings club" scam in which they enrolled me. They lied in response to my April complaint to your organization, and said they would correct this, but they did not. I want it to stop.

Business Response: I just called the VIP membership program and spoke with a supervisor who apologized that it had not been done to date. She is immediately going to cancel your membership and issue credits for all your charges back to the credit card billed.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ********P.S. I accept this response on condition that the business follows through this time, with the promised refund of $44.85 and no further billing for membership in the VIP club. Previously, they had agreed to do this but did not.

5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I looked at the product their website sent me around the begging of April. I put it in my shopping cart because i was interested. I kept getting emails about this item in my cart but didn't have time to deal with it. They claim I made this purchase on the 11 the of Apr, but our email server was down that day and No one was getting emails or able to get online. They have sent me emails for another 2 weeks that this product is in my cart. I have since removed them from my email list, but they sent me this product without my athorization.

Desired Settlement: I should receive a full refund including shipping and they should reimburse me the $7.08 shipping I had to pay to return the item I didn't order. Also, I tried ti login to my account and they won't let me into my account to wipe out my credit info. This is not right!

Business Response: This customer placed an internet order on 4/9/16 at 5:28 am EST. The customer had to have placed the order because her credit card number was entered and that information is not asked for on the internet until the order is placed. The customer called on 4/18/16 to say she received the item and at that time we verified the last four numbers of her credit card used. At this time our operator gave her the credit for the item back to the credit card used.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  [These are the email confirmations they keep sending me that I've made a purchase.  As I said our server was down on 4/11 so I couldn't make a purchase.  The there's a 2nd one from 5/10.  I am NOT making these purchases as I've repeatedly told them.  Now they're saying that I called them about the purchase the day before I made it, that's ridiculous.  The credit card company was recording the conversation the whole time they were on the phone with me and they knew it.  They can confirm how the conversation went.  1st they were going to give me a complete refund and then they decide not to refund the shipping.  Also, I still do not have confirmation from them that they cannot charge my card again.] Regards, ********* *****    

Business Response: The orders you attached are from the ******** and ******** are from the year 2014 (see date on top of email). The order you are questioning and give the order number of ******** on your BBB complaint is from April of 2016.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  [Sorry about that, these are the correct files.] Regards, ********* *****    

Business Response: The 15% off offer was sent to you on April 14th stating your Order ******** was shipped and on its way to you and if you wished to place another order within 24 hours of this email they would give you 15% off that order.The free shipping email dated 4/21/16 stated you had an item still in your cart that was not deleted and if you still wanted to order that item they would give you free shipping. You could have put two of the same items in your cart and only ordered one maybe different sizes etc. but the original order was placed for this item on April 9 of 2016. To order this item the last step was entering your credit card number. We could not have processed the order without it.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  [I don't understand why the order date keeps changing, now your saying that it was on a Saturday when I wasn't at work.  I did not place this order and I believe you have my credit card on file otherwise you would not have been able to credit it..] Regards, ********* *****    

5/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unable to opt out of their catalog over the phone due to the "mailbox being full".

Desired Settlement: I want them to stop sending me their catalog.

Business Response: I have sent your name and address to our Director of Marketing to have you removed from all mailings.

5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: An order I placed with Cuddledown VIP ** *** ****** ********** ** ***** by telephone ************ on 2/17/16. I was told the order would be delivered in five day. I was induced to try the VIP membership because I would get a discount and free shipping, I refused it because I said it was almost impossible to cancel a membership and that the companies offering such things usually charge your credit card for a renewal a year later, even if you have cancel by phone by phone and in writing They keep the renewal on their computer to automatically charge the customer's account, hoping the customer won’t notice the charge. I was told I could save money on my utilities with this membership, so I said I'd try it. When the membership agreement arrived there was no mention of utility bills discounts, so I canceled it by phone and by letter (and they’d better not bill me for renewal next year as ********* ******* did!). My products did not arrive in five days and after twelve days I canceled the order. On 3/3/16 I refuse to accept the two parcels. One the **** said would be in the hands of the sender in five days: the ***** parcel would be in the hands of the sender in four days. ON 3/26/16 my credit card statement listed three bilings totaling $229.84 by Cuddledown VIP and no credits to my account for refunds in that amount. I called Cuddledown. They knew nothing of returned products and said if I was entitled to a refund the process would be in six weeks. I believe they hold onto our money to earn interest in their savings accounts. Honest companies refund electronically as quickly as they debit your account when taking an order

Desired Settlement: . Please help me get a quick refund and please get my name off their computer

Business Response: All of our calls are recorded and we listened to this call. The operator never told the customer she would get credits on her utilities. What she was told was she could get free shipping and 10% off her order as well as 5% cash back every time she shopped at places like ******, *******, **** ***** etc.We received the package back with the PJ's in them and a refund was given.The other item that was sent from the Drop Shipper (the mattress pad) we have not received notification that they have gotten it back has not been credited. As soon as they notify us we will issue the credit.

Consumer Response:

Better Business Bureau:

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 # ********.  

Date Sent: 5/10/2016 12:00:00 AM
I canceled the membership as soon as I read the terms and before I was charged for the membership, But I absolutely refused to accept membership even for free postage and shipping until the phone sales woman said, " You can save money on your utilities." She also said i would get me products in five days. The post office and *** ** both agree that returns of the packages would only take 4 to 5 days, but the products did not reach me for Three Weeks. As they were to be birthday gifts and did not arrive on time I refused them unopened. If this were not a moot issue I would demand to hear the tape and I would swear in court that I was promised what I've stated above. I have conferred with ***** and again with Cuddletown VIP customer service and have received an apology for the delay in my refund, and that I should expect my credit card to register an additional credit of 109.00. The woman I spoke to was most helpful, a delightful change to the people who have been denying that my returned product reached them. Thank you BBB, for your help in communicating with difficult people in charge of not refunding money. the case is closed as far as I am concerned. i do not recommend shoppers doing business with this company. 
Regards,

***** *****

 

 

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a curling iron from this company in February. It did not arrive until mid-March. It was a piece of junk with parts falling off while still in its package. I have tried to contact the company about the issue and have been ignored. I think it should be known that their product is really bad and that they do not offer proper customer service. I will not order anything from them again. Of course, they have my money and that is all that matters to them.

Desired Settlement: Refund my money. I am mailing this junk back to them. I certainly can't use it as is.

Business Response: All of our items are unconditionally guaranteed. We will issue a credit for the item.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Regards, ***** *******    

Business Response: We have refunded the customer for the item she purchased. A refund was mailed # ******** for the 26.98 the amount on her order on 4/6/16 the day after we received the complaint.

4/16/2016 Problems with Product/Service
4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January, I ordered a necklace online from the Nature's Jewelry website. It was on back-order until February 23, but wasn't actually delivered until mid-March. In April, I received an email from my credit card company of a "card not present" transaction in the amount of $14.95 billed by Natures Jewelry Savings Club. I emailed Nature's Jewelry and asked them to refund the charge, as I hadn't joined their "savings club." Their responses consisted of the following excuses: I had to call the "VIP" at an 800 number because Natures Jewelry could not refund their own charge; that I had "acknowledged" membership in the club when I placed the order; and that they could not forward my email to the "VIP" because, essentially, they had nothing to do with it. I checked my March credit card statement and saw that I was also charged $14.95 for their "savings club" for that month. Apparently this is an ongoing scam. When I called the VIP number, I was put on hold and hung up when I ran out of patience. So far I've spent about an hour fruitlessly trying to get out of a bogus "savings club" I didn't join, and to get a refund for the $29.90 they've charged me so far.

Desired Settlement: I want a refund of the two payments that Natures Jewelry charged to my credit card, in the amount of $14.95 each. I also want out of the so-called "savings club" in which they enrolled me without my permission.

Business Response: This customer placed an internet order with our company and accepted the VIP program that was offered after placing her order. To accept this program you must enter your email address in the space provided as well as clicking on the start savings button. Emails are also sent to the customer regarding the program if they accept along with the telephone number to the VIP program. All of the terms and conditions are listed along with all the program benefits before you enter the information to accept the program. I will contact VIP and have your membership cancelled and your two monthly charges refunded.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ********

4/14/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On March 22, 2016 I ordered 2 items from Northstyle.com. My charge card was charged $125.89, I received a confirmation email, and then a confirmation that the order had been shipped. I kept checking the ***** tracking number. It said a shipping label had been created but it never went past that point. I finally called ***** and they told me they never received the package to deliver. I then called Northstyle. The person I talked to said they would consider it lost in transit, they would credit my credit card and then send a new order out and recharge my credit card. The next day I still did not hear from them and the charge was still on my card. I sent an email to the company. I got an automatic reply that my email had been received and I would be hearing from them shortly. After another day or 2 I tried sending another email to customer service. The same thing happened. I never got a response. Three days ago I called again. The persons I spoke to said the same thing as the first call I made. The order would be canceled and then a new order would be made. I got a confirmation email that I had made an order. My credit card was charged again for the order (this time $119.90 because it did not include a shipping charge). When another 2 days passed and I did not get an email stating the order had been shipped, I checked my credit card and it still had the old charge on it as well as the new charge. Today, April 12, I decided to check the status of my order from the email they sent me before calling yet again, but the link said there was no order with that number on file. I feel I am being scammed by this company.

Desired Settlement: I need my credit card to be credited the two amounts that were charged by Northstyle. That is a total of 245.79.

Business Response: We gave you a credit of 125.89 on 04/09/16 bank reference number *********************** for the order you did not receive. We placed a new order without postage and got an authorization for 119.90. We do not bill until the items ship. Only one item was in stock for 59.95 and that item shipped on 4/11/16 which we billed you for on 4/11/16 bank reference number *********************** (59.95) The other item at this time is out of stock and will not be billed until it ships. The only charges were 125.89 on 3/22/16 which we gave you credit for on 4/9/16 and now the charge for 59.95 for the item that shipped on 4/11/16...Your order number is ********.

Consumer Response: Better Business Bureau: 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.  My only concern is that the one item is on back order, so I won't know until sometime in June if the complete order is delivered. I did receive part of the order and my credit card has been credited accordingly.  Regards, **** *******

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of pajamas from Catalog Favorites in a size XL. When I received the pajamas in a sealed bag marked as an XL. After wearing the pajamas, I noticed the pants were a little tight. Upon further inspection, I saw the pants had a size L tag. I emailed the business five times to try to correct this issue and I haven't received a reponse from them. The emails were sent between 2/2/16 and 3/31/16.

Desired Settlement: I would like either the proper sized pajama pants or a refund if that is not possible.

Business Response: We have returned the incorrect item for a credit and then reshipped and billed the correct item and sent out on a two day express. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *****

3/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pair of earrings, from ******* *******, as a gift for my mother. I was satisfied with the purchase, but noticed that an additional $14.95 was debited from my account yesterday (03/16/16). I dug a little bit deeper and found that they have been charging me $14.95 per month for a VIP service that I am not interested in and NEVER signed up for. They have in total stolen $44.85 from me since January. These transactions that they are completing are not mistakes...I really feel like I got scammed, which is a shame because I liked the item that I purchased.

Desired Settlement: I want a full refund of the $44.85 that has been debited out of my account without my permission!

Business Response: We do not have any orders under the name of ******* **** with that address. We do however have an order under the name of ******* ****** with a PO box of *** placing any internet order on 01/08/16 in which she accepted the VIP program by entering her email address in the required box and clicking on I accept the terms and conditions of the program.  This person was billed the 14.95 on 2/13/16 and another on 3/16/16. This person canelled their membership on 03/17/16.

Consumer Response: Better Business Bureau: 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 # ********. The information that the company replied with is correct, but I did not sign up for their VIP membership and still request a refund for the two $14.95 withdraws.  Regards, ******* ***********  

Business Response: This was an internet order placed under the name of ******* ******. We do not go into orders that customers place via the internet. There were 2 charges for the VIP one on 2/12/16 and one on 3/14/16. I will contact VIP and request that you be refunded for the VIP that you accepted in error.

Consumer Response: Better Business Bureau: 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.  Regards, ******* ****

3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an email 3/17/16 regarding a purchase I "supposedly" made totaling $287.69. I've never heard of this company or ordered anything there. It is showing my name, but the merchandise is going to a different address than mine. I am in FL and the purchase is going to NC.

Desired Settlement: How did this happen?? Never heard of your company or ever ordered from it.

Business Response: This order was placed over the internet. I have stopped shipment on this order which is from our ********** company.

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Endless, fruitless attempts to get this evil, incompetent company to stop sending spam emails and unwanted catalogs have me considering legal action. I have called multiple times asking, begging, demanding to be taken out of their system, emailed with the same request, filed a previous complaint with the BBB to get these disgusting, useless, spamming, lying, subhuman pieces of filth to STOP SENDING SPAM EMAILS AND THEIR EXCEEDINGLY UNWANTED CATALOGS to me. Never have I gotten an apology, always I am told I will be removed from their system. MONTHS AND MONTHS have gone by, and I still get spam advertising emails, and today I got DUPLICATE COPIES OF THEIR EFFING CATALOG. If you buy ANYTHING FROM ANY ONE OF THE CATALOGS THIS COMPANY PUTS OUT, you will spend the rest of your life trying to delete or block the emails that will come from ALL THE OTHER BRANCHES OF THEIR EVIL BUSINESS that had nothing to do with the catalog you bought from. NO AMOUNT OF ASKING, BEGGING, PLEADING OR THREATENING will get them to stop sending you emails and catalogs. EVEN A PREVIOUS COMPLAINT FILED WITH THE BBB got nothing beyond a brief promise, made a thousand times and never followed up on, to remove my name from their system. NEVER HAVE I GOTTEN AN APOLOGY, STILL I GET EMAILS AND CATALOGS. I beg ANYONE who reads this to never buy anything from the following catalogs: Back In the Saddle • Catalog Favorites • Country Store Catalog • Expressions • In The Company of Dogs •Natures Jewelry • Northstyle • Potpourri • Serengeti • The Pyramid Collection • The Stitchery • Young Explorers • Whatever Works If you do, you will be followed by them for the rest of your life, and you will be able to do nothing to get rid of them, short of possibly legal action, which as I said, I am contemplating.

Desired Settlement: APOLOGIZE TO ME FULLY AND IN DETAIL - DO WHAT YOU HAVE PROMISED ENDLESS TIMES TO DO AND QUIT ALL FORMS OF CONTACT WITH ME, AND ADMIT PUBLICLY HERE ON THE BBB SITE THAT YOU ARE INCOMPETENT AND EVIL.

Business Response: I do apologize and again I have contacted the Director of Marketing Services to have your name and address removed from all mailings. He has assured me that this was done  when I contacted him the beginning of February. We do have a company that sends out our catalog mailings and they might not have been able to stop the catalogs you just received but he has assured me that your name and address have been removed from our mailing data base.

3/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a gift that was a duplicate and I was trying to exchange for something else but the company will not respond. The item was $79.95 and I would like gift credit and a shipping label to return the item. I have emailed them 3 times to find out how to return (its a large item) but no response from them.

Desired Settlement: I would like to get gift credit since this was a gift. I have asked for a shipping label so I can return but they do not respond.

Business Response: We do not have pre-paid labels but if you return the item along with the item number requesting a gift certificate in your name we would be happy to send one out.

Consumer Response: Better Business Bureau:Shipping to return such a large boxed item will cost me $20.  Does the store have a relationship with a particular carrier for less expensive shipping? 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 # ********. Please add your rejection comments below.  [If you are rejecting the business's response please enter your rejection comments here.] Regards, ******** *****  

Business Response: We do not but I would try the ****. Most of our customers send their returns back this way just save your tracking information.

3/26/2016 Problems with Product/Service
3/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed on order from this company for a dog bowl on 2/29/16. Naturally, I expected that my card be charged at the time of purchase, maybe 1-2 days even I could understand, but instead my card was charged on 3/9/16, 9 days later. Because this company charged my debit card on 3/9/2016 this resulted in a $30 withdrawal fee from my bank because I had insufficient funds. I called and spoke with several people in customer service before I finally spoke with a supervisor named ***** #***,. I again asked why my card was charged on 3/9 instead of when I made the purchase on 2/29, She than proceeded to tell me that they charge my debit card when my order was shipped out. I asked her to tell my where on their website or in any of my confirmation emails I received does it state this policy, because I've never heard of such a thing not would I have made the purchase knowing this. She was not able to do so. I than asked if I could get my $30 withdrawal fee reimbursed or something else for my troubles and she continued to say no.

Desired Settlement: I would like either my $30 reimbursed or a store credit or anything for my time and troubles.

Business Response: Orders are not charged until they are shipped. We cannot charge customers for items when the orders are placed.Companies will get an authorization when the order is placed and then when the actual item ships we can the charge the customer.

3/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/20/15 I sent a check to the company for $55.96 in payment of three items I desired to have for Christmas gifts. On 11/25/15 they promptly sent two of the items but not the third, a "Holiday Stars Top" for which I paid $27.99. I was, of course, disappointed that it was not sent nor was it sent /even 30 days later in time for Christmas. I inquired by email and on 12/23/15 they emailed me that they had received my email (in which I offered to wait another 30 days for the item or would like to have a refund). When 30 more days went by and I still had not received the item nor a refund, on 2/2/16 I emailed them and offered to accept a similarly priced item (Jeweled V-Neck Top) that appeared in their new catalog that I had just received. Thirty days later even THAT item had not been sent nor had a refund for the item I had paid for nearly four months ago.

Desired Settlement: Although I would still accept the original item OR the alternate item that I have paid for (if it would be sent immediately), I believe a refund of my payment price is the appropriate solution given the company's negligence in handling this purchase. The catalog address and customer service phone number are different than the street address and phone indicated above. Catalog address and phone: Country Store, ** *** ****, Chelmsford, MA 01824. ************

Business Response: I have canceled the back ordered item so a refund will be sent. You should receive it the beginning of next week.Sorry for any inconvenience on the item that was not in stock.

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 5, 2016 I placed an order on items listed in the catalog, titled "Whatever Works".com having a toll free number of 800-499-6757. The items ordered were: A magnetic Posture corrector ( *** *** ** ** 19.99) Easy grib toenail clippers ***** pg 53 7.99 Easy reach toenail scissors *** ** pg 14.99 Dryer lint removal kit ****** pg 45 22.99. My check for 79.45 including 13.49 insurance #****. On chase was included. I am looking for assistance from the Better Business Bureau.

Desired Settlement: Refund of 79.45

Business Response: All we would need is a copy of the front and back of the canceled check or the 6 large digits from the back of the check. I do not see any order in the system with the name and address you gave us.

Consumer Response: Better Business Bureau: 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. I have put a stop payment on the check. I consider this issue to be resolved. 

3/24/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Never received package even though ***** **** showed a confirmation of delivery. Company unwilling to contact deliverer and find out what happened or offer to ship product out until the other package showed up.

Desired Settlement: Would like my order (pants) that I ordered to be delivered or refund.

Business Response: The tracking tells us that the package was delivered to the address via her postal service  at 1:37pm on Saturday 3/19/16. We do not have access to local postal services but the customer can contact her post office with the tracking number of ******************* to check with the postman to see where the package was left. I will notate the customer's account that she will be calling back and to credit if the postal service is filing a claim to reimburse us the package cost.

Consumer Response: Better Business Bureau:You can delete the claim; the **** finally delivered the package after I filed a complaint with the head postmaster.thanks

3/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 03/05/2016, I placed an online order to this company for four items, Order Number: ********. I continually checked the status of my order through their website, which reflected the status of two of my items being in the warehouse, and two items backordered. On 03/10/2016, tired of waiting for my merchandise to ship, I called their customer service number, ************** to cancel my order. I held for over ten minutes, with a message repeating I could also contact their customer service department via email. I sent the company an email message on the same day (03/10/2016), advising them I was canceling my order with their company, and in addition, cancel the two backordered items. On 03/11/2016, I receive an email advising me my items had shipped. I no longer wanted, nor needed the items shipped because it was taking an unbelievable amount of time to ship. Originally, the order, as stated previously, was for four items; however, two items were shipped and I was charged $16.99 for shipping and handling. What was not only frustrating that after I contact the company to cancel my order, they then suddenly ship the two items; however, according to their shipping information, the amount of my order shipped should only have been $12.99, not $16.99. I thought it was a common business practice to only charge the shipping charges when an item actually ships, not for future shipping charges, which there would be no future shipping charges, because I CANCELLED THE ORDER.

Desired Settlement: I want my entire shipping charges from this company refunded, due to the fact I cancelled the order. Total amount refunded to me, $117.58. Itemization of refund: $16.99 shipping and handling, $89.90 for merchandise, and $10.69 I paid to return everything to their company, after I CANCELLED THE ORDER.

Business Response: We do charge the entire shipping on the first level that ships out and then when the back ordered items ship we do not charge any shipping. I have canceled your back ordered items and refunded the postage and return postage. When the items are received and paperwork processed the refund for the items will be credited back to the credit card used for the purchase.

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.  Regards, ******* *******

3/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i ordered 2 rings from this company and i recieved them later than they said and they were so cheap looking i returned them and had to wait forever for a refund and than they recharged my credit card for one of the rings..that were 39.95.

Desired Settlement: refund for double charge on credit card

Business Response: An order was placed for 2 rings (a purple turquoise and a black mother of pearl). She returned both rings but requested a size 8 in the black mother of pearl. We refunded her for the rings on 3/14/16 and then we got authorization to charge her credit card for the size 8 ring of 39.95. This item is on backorder so we have not charged the credit card to date, we only charge when shipped. I will cancel the order if the customer requests and then when the item becomes available she may order at her convenience.

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.  Regards, ***** *****

3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: MARCH 8, 2016 RE: FRAUD (in my opinion)-POTPOURRI GROUP, INC Young Explorers Catalog Merchandise ordered in November, 2015 (Christmas gifts) All merchandise has been returned - not one toy was ever used, some were never opened - most of what I inspected is of extremely poor quality. Payment Plan was utilized, I made 2 payments totaling $309.73, ----total refund to date is $99.94. Balance of refund has not been received to date. Your story: "We sent the refunds to your **** account". If so, why has the total refund not been credited to my **** account. I have reported this to my **** Company, they have been in touch with your company, however, they have not received a response either. I view your company's complete silence re this situation as fraudulent/ponzi scheme/outright stealing. I have called several times (************-listed on your web site), left message(s) to return my call, I have never received a call back. Sent email messages to info@potpourrigroup.com-as listed on your web site- however, all messages have been returned-reason: invalid address. I have spoken with an employee in your accounting office, but once again, she insists the refunds have been sent to my **** account. Not so! I iterated, to her, and on the voice messages left on your phones, that if I did not hear from you I would report this situation to the BBB. Advertised in your catalog, on your order sheet - "OUR UNCONDITIONAL GUARANTEE-WE STAND BEHIND THE PRODUCTS WE SELL-UNCONDITIONALLY! IF FOR ANY REASON YOU'RE NOT SATISFIED WITH YOUR "YOUNG EXPLORERS" PURCHASE, SIMPLY RETURN IT FOR A PROMPT AND COURTEOUS EXCHANGE, CREDIT, OR REFUND OF THE MERCHANDISE PURCHASE PRICE" (Truth in advertising?) The following was sent ,via email, to your accounting office: (name of customer rep withheld) Although none of the following is necessary, it's just to review: all money paid is the total refund due (minus, of course, refunds that have already been made ($99.94). ALL ITEMS HAVE BEEN RETURNED IN THREE SEPARATE SHIPMENTS. If the refund is not made promptly, you will hear from my **** company and from the BBB! Once again we need to review my account # ******** TRACKING # ****************** - arrived at your place of business 02/25/2016 - Contents - microscope, slides, ping-pong table - total return $144.85 TRACKING # 1ZRV96930319147571 - arrived at your place of business 01/08/2016 Contents - 2 pair training skates - total return $119.90 TRACKING # ****************** - arrived at your place of business 12/15/2015 Contents - Karaoke, prank kit, Mei Mei beauty shop pal - total return $169.85 TOTAL MERCHANDISE RETURNED TO YOUNG EXPLORERS: $434.60 + SH = $454.59 PAID - 11/12/2015 - $164.86 PAID - 12/14/2015 - 144.87 Total Paid - $309.73 To Young Explorers through my **** acct ending in XXXX REFUNDS to my **** ending in XXXX: 12/28/2015 - $24.99 02/18/2016 - 50.00 02/18/2016 24.95 Total refunds - $99.94 To my **** acct ending in XXXX RECAP AMOUNT PAID TO Y.E. $309.73 MINUS 99.94 (REFUNDS already made) REFUND DUE TO MY **** $209.79 ALL MERCHANDISE HAS BEEN RETURNED - TOTAL PAID IS THE TOTAL REFUND DUE - COULDN'T BE SIMPLER Potpourri Group, Inc.- CEO & President: ******** ** ********** *** ********* **** * ********** ** ***** http://www.potpourrigift.com Phone: ***** ******** Fax: ***** ******** Alternate Business Names: Back in the Saddle; Catalog Favorites; Country Store; Cuddledown; Expressions; In the Company of Dogs; Magellan's; Nature's Jewelry; NorthStyle; Potpourri; Serengeti; The Pyramid Collection; The Stitchery; Whatever Works; Young Explorers

Desired Settlement: REFUND OF $209.70 + SHIPPING COSTS CHARGED TO ME IN THE AMOUNT OF $19.99 - BOTH AMOUNTS CREDITED MY **** CARD A VERIFICATION LETTER RE OUTCOME TO BE SENT TO ME AND TO MY **** COMPANY REMOVE MY NAME AND ADDRESS FROM ALL OF YOUR AFFILIATES MAILING LISTS I.E., EMAIL, SNAIL MAIL COMPLAINT TO BE LISTED ON THE BBB WEB SITE

Business Response: The customer placed an order totaling 454.59. Her credit card was charged 2 payments one on 11/11/15 for 164.86 and one on 12/11/15 for 144.87. She received credits for 24.99 on 12/28/15 119.90 on 01/21/16 and 144.85 on 3/8/16 totaling 289.74. The total charge was 309.79. The difference in credit is the shipping of 19.99 which we do not reimburse. When the customer called she told the operator that the refund of an item was not credited of 74.95 so the operator did also credit the customer 74.95 on 2/17/16. Which now is a total credit to the customer of 364.69 and she was only billed 309.73

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. Yes, all merchandise has been returned, and I have acknowledged that I made 2 pymts  =  total $309.73, I do not expect to receive more of a refund than what I paid.  However, the credits shown on my **** are :2/18/16     24/952/18/16     50.00 12/28/15    24.99Total credited to date - $99.94  -  amount due to me $209.79  =  $309.73 (The amount I paid to Young Explorers)I have repeatedly reported this to Young Explorers to no avail.  If the amount they have quoted has been credited, it has not been credited to my **** acct.  My account is with **** ********* ********, who incidentally, have also been in contact with Young Explorers. **** has credited my account until this issue is resolved.Regards, ******** ******    

Business Response: If the credits have not reached your credit card it is because you filed a chargeback with your credit card company regarding charges from this order. The credit card company reviews the order and makes a decision as to what credits are due the customer and if the charges should be reversed.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. Regards, ******** ******    

3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted this company more than 5 times in the last 12 months to have my name removed from their mailing lists for all their catalogs! The wait time for these calls has never been less than 30 minutes. Additionally, I have been transferred into other queues where I had to wait another 20 to 30 minutes after asking for a manager only to speak to another customer service person. I honestly do not know what has to happen to be left alone by this company. I recently filed a complaint with your office to get a refund of the monies which had been fraudulently gotten by them via their "VIP club." I had not gotten the Back in the Saddle catalogs for at least a 2 months however now I'm getting that one, Pyramid, and Catalog Favorites all again and on the same day ... Today I spoke with ****** who once again "removed me" from the mailing list yet again

Desired Settlement: Remove me now and forever from these mailing lists! Seems pretty simple doesn't it?

Business Response: I have given all your information to our Director of Marketing to remove your name from our mailing lists as well as not purchasing your name and address from other companies.

3/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered some glasses on 2/26/16. They said "in stock". Waited a full week before checking to see why order had not shipped...it then says my order is on back-order. I went and put another pair in my cart just to see...and low and behold they still said "in stock". I have written 2 emails, in which I get ZERO response to....and I have called 4 times, each time getting a different story over what is going on here. The last call I canceled the order. The rep HUNG UP ON ME and failed to cancel my order!!! I put the glasses in my cart again, just to see, and THEY STILL SAY "IN STOCK"!!! If you look at the reviews on this company they have 95 negative reviews compared to 3 positive!!! It appears BBB has done NOTHING. I want some resolution here- I have never seen the likes of it!!!

Desired Settlement: I want the glasses shipped to me at no charge for all the ** this company has put me through and I want BBB to DEAL WITH THIS COMPANY.

Business Response: The customer did place an internet order for a pair of glasses. The glasses did show in stock. When the warehouse went to ship the item they were none in the item location. They then put the order on warehouse backorder to try and find the item. This week we are doing a yearly physical inventory and we are not resuming shipping until the 7th. The customer did call on the 29th and cancelled her order at which time the operator told her if she wished to order something else to replace those glasses she would give her free express shipping.The item was found and we do now have them in the correct location. If the customer would like us to replace her order and ship it out express we would be happy to do so.

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 # ********. Please add your rejection comments below.  [First of all this is the 3rd or 4th different story I have heard...it just sounds like another excuse to me. When I called on the 29th NO SUCH OFFER WAS MADE! The person on the phone was nice enough....until she HUNG UP ON ME!!! The order WAS NOT CANCELED. I just looked at the site and they finally ...FINALLY...canceled the order, no doubt AFTER they received letter from BBB. I do not want you to just say you are going to ship the glasses to me...for one I do not, and will not ever trust you again; and therefore the only way I will accept your offer is if you will ship them to me at ZERO cost and zero shipping.] Regards, ***** *****  

Business Response: The customer called on 2/29/16 and spoke with an operator who she told to cancel the order. We listened to the call to insure the customer requested cancellation. Because we were in the middle of physical inventory no order processing was done until inventory was complete. The operator put in to cancel the order as are requested on 2/29/16 and once processing was restarted it canceled the order which was on Saturday 3/5/16. As I stated the item went on backorder because when they went to ship orders they could not find the stock and had to warehouse back order the items. Once inventory started on 2/26/16 the missing 33 pieces of this item were found and put in its correct location. Once inventory was complete all backorders were filled. Because of this order being canceled on the 29th the item was not shipped when we resumed shipping on 3/7/16. I can at this time ship out the item to the customer as requested.

3/19/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with this company and they delivered an empty package. They will not answer my correspondence except for a standard message that my problem has been referred to an agent.

Desired Settlement: I wish to have my money refunded since this company will not answer my correspondence.

Business Response: I apologize for receiving an empty package and have issued a full refund.

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.  Regards, ***** *******

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a coat with NorthStyle on 9 February 2016 (Order # ********). The coat was shipped promptly and arrived on 16 February 2016. The cost of the coat was $99.95. When the coat arrived, it didn't fit, but it also felt cheaply made, so I decided to return it outright (rather than request an exchange). I shipped the coat back on 24 February 2016, via ****, and paid for the return shipping. Based on the tracking information, it was delivered back to NorthStyle on 26 February 2016. I didn't receive any sort of return acknowledgement about the receipt of the package, so I sent an e-mail to help@northstyle.com on 3 March 2016. I received no response. I sent another e-mail on 7 March 2016, asking for the status of my refund. On 8 March 2016, I received a one-line response saying "We apologize,refunds and exchanges can take up to 4 weeks to be processed." I responded the same day, asking for details about my specific return, as I have not yet received confirmation from NorthStyle that they have even received the merchandise that I returned.

Desired Settlement: I am asking for an immediate refund of $99.95, for order# ********.

Business Response: We started our annual inventory on the 26th of March and did not resume operations until the 7th of March. All are returns are taking longer than usual due to the this process, therefore I have processed your return to you and a refund has been credited back to the credit card used for this purchase.

Consumer Response: I have reviewed the response submitted by the business and have received my refund. The business' 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.  Regards, ********* ******

3/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I contacted the company's alleged customer service department via email three times with no response. I then returned "Soft-Washed Denim Tunic" for exchange. A snap broke on this garment. The company claims "All NorthStyle purchases are backed by our 100% satisfaction guarantee. To exchange or return your purchase, simply complete the form on the back of your packing invoice and return it with the merchandise." This was over a month ago and I haven't heard anything since from this company. I want a full refund of the purchase price.

Desired Settlement: Full refund of purchase price and shipping costs.

Business Response: The customer did place an internet order for this item on 02/22/14. We do have an unconditional guarantee on our items and we did receive the item back in February of 2016. A credit was given back to the credit card used to place the order for 49.95 bank reference # ***********************.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I am not seeing a refund on any of my cards or accounts.  The receipt from the order does not indicate how I paid, nor is it available on their website.I need to see proof of refund, please.Regards,******* **********    

Business Response: The credit was issued to the **** card ending in **** and the reference number given previously should help the bank locate the credit.

Consumer Response: Better Business Bureau: 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.  Regards, ******* **********

3/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am getting these catalogs from this company Serengeti and I like for the bbb have this company stop send me these catalogs in my postal mail.

Desired Settlement: I like the bbb to have this company stop send me catalogs I didn't order this catalog at all I just want it to stop send me catalogs in my postal mail

Business Response: I have contacted the Director of Marketing with the information you have given us to remove your name and address provided for all mailings.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *****

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company received my return on February 8th. Someone did not mark the return properly on the return slip. I was not issued a refund for boots. I spoke with a ********* on Feburary 16. She told me that I would need to fax in my postal receipt, because it would show the weight of the return product. That would ensure the boots were actually in the return shipment. I had the recipient faxed on February 17. I called the following day on Feburary 18 to confirm if my fax was received. I spoke with a customer service representative who had no knowledge of the issue and said it would take several business days for the refund. I called again on February 23 and spoke with a customer service representative named ****** * who was much more helpful. She told me that no one put any notes in the system. She went to ********* and said ********* could not read the fax and just filed it in her desk instead of contacting me. ****** *.told me of two options . I could refax the postal receipt or mail it. On February 24 I had a a darker copy faxed to ********* and on Thursday the 25 mailed ****** * a copy of the recipient. I still have not heard from the company or issued a refund. I asked ****** * if 3lbs 6.9 ounces would indicate that the boots were in the package and she said yes because the boots only weighed 2.5 pounds. The refund in question is order, ********.Fantasy patchwork boots turquoise for $150.

Desired Settlement: I want my refund and better tracking of products when company receives returns. It seems impossible for workers to keep track of returns if they are relying on sight and pens to mark on paper when a products are returned. It seems ridiculous that the company doesn't use electronic scanners to keep track of products and what is in return stock.

Business Response: Once our physicall inventory was complete a refund for the boots were done on 3/5/16 bacl to the credit card used to purchase the items.  

Consumer Response: Better Business Bureau: 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.  Regards, ***** ********

3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 20, 2015 I ordered a set of ******* Binoculars with built in camera from a Whatever Works mail order catalog and sent them an order with a personal check. The product arrived approx 2 1/2 months later without an invoice. The binoculars and or software are defective and there is no way for me to view any of the photographs (a search on the internet reveals this is a common defect). I have my canceled check and the original packaging with the Whatever Works bar code sticker. I have contacted the company twice but have been ignored on each occasion. Btw, the company advertises 100% customer service guarantee and also displays a BBB affiliation on their web site!

Desired Settlement: Although the company advertises a full refund, credit or exchange on their web site, I request a complete and full refund of exactly what I paid with my personal check - $26.98

Business Response: I do apologize that you received a defective item. I will issue a refund check in the amount of the order. At this time we are in the middle of inventory and all processing will not be complete until March 7th. At that time a check will generate and you should have the refund by the week of March 14th.

Consumer Response: Better Business Bureau: 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; however, based on my past experience with the business, I would prefer to keep the complaint open until I actually receive the refund check.  Thank you for your help and assistance! Regards, ***** *******

3/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In August of 2015 we ordered 2 "Tuffut Luxx Chew Proof Crate pads for our 2 dogs. One of our dogs is a chewer and we were delighted to find that there was a "Chew Proof" pad. However, within 2 daya our chewer had chewed and toatally destroyed both pads. I sent an e-mail (with photos of the chewed pads) and asked for a refund, since the catalog said "guaranteed Chew Proof." Having received no answer, I re-sent an e-mail and received an e-mail saying that my complaint was received and was being processed by one of their agents. I waited more weeks and wrote again. I received the same response. It has now been about 6 months that I have been trying to get satisfaction, to no avail. I tried calling but it asks for my "code word" and I do not have a code word, so could not get through. It has been very frustrating and I do not believe they have any intention of fulfilling their guarantee..

Desired Settlement: We would appreciate if they would keep their word and refund $159.90, which was the cost of 2 pads. Of course we do not expect them to refund the shipping fee which we have deducted..

Business Response: I do apologize for any inconvenience. I have given a full credit including the postage. At this time we are in the process of inventory so all of our processing is delayed until March 7th. A check will generate at that time and you should receive it by the following Monday the 14th. Please note that if you do not get a response from our email we have a toll free number and are open 24 hours a day and an agent would be able to handle your concerns. Thank you for your patience.

Consumer Response: Better Business Bureau: 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.  Regards, ******* *******

3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Re: NorthStyle order #******** This was a simple exchange from a medium to a small of the same item. Instead of processing the exchange, they refunded the returned item to my credit card, then created a new order #******** but never processed it. They did, however, manage to bill my credit card for the new order. When I called Customer Service on 2/22/16, I was advised that the item was no longer in stock. No notification from NorthStyle despite them having my e-mail address and phone number. They simply blew it off. The charge remains on my credit card. I was told by Customer Service Supervisor "*******" that I would have to provide a fax number for my credit card company in order for NorthStyle to refund the charge which is total and complete **. Reading other comments and complaints about this company, it would appear that this is standard operating procedure for Potpourri Group. Very indifferent attitude from everyone I talked to at NorthStyle. Never once an apology for their abysmal service and messed up order.

Desired Settlement: Refund the charge for the unfulfilled order. Remove me from all mailed catalogs and e-mails. Notify customers if a product is not in stock. Train Customer Service personnel in customer service.

Business Response: When an exchange is processed we credit the original order that was returned 1/28/16 and place a new order. We placed a new order for the smaller size . The customer was not charged by us for this order but an authorization was given by the bank which usually lasts 7 days (each bank is different). This item is unavailable so no charge was processed by our company and the bank drops any authorizations that are not charged which should have been approximately 7 days. We do not issue any refunds for this order because we never charged the customer.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.   Inadequate response from Potpourri Group.Why is the customer charged in the first place for an item that is not in stock? Most modern, reputable mail order companies have up-to-date information on inventory. This is 2016 not 1975.Why is the customer not notified if their ordered item is out of stock when NorthStyle/Potpourri has the customer's e-mail address? This seems to be a common theme in the many complaints filed against this company.Why an anonymous response from the company with no name or contact info from the responder to the complaint? Why no response from Customer Service? ( I e-mailed ************************** on 2/14/16 about the issue)Seems like things are pretty dysfunctional at Potpourri Group and nobody wants to be accountable.I do not want to close this complaint until I receive an adequate response from the company. Regards, ***** *******    

Business Response: We do the exchanges this way for the reason of the new item being backordered. We give credit first to the item that is returned for whatever reason (it is returned and should be credited). We then place a new order for the item wanted. As I stated we do not charge until the item ships therefore if the item is on backorder for any length of time it is not billed until we ship the item. At the time of placing the order the bank gives us authorization for that amount of money (we have not charged the customer).  We only charge at time of shipment. Some banks usually if it is a debit card will charge the customer and if the company does not bill within 7 days puts the money back in the customers account until a charge is received.I do apologize if your emails were not answered. We are open 24 -7 and have customer service staffed at those times for your convenience.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Just plain lousy service. A dysfunctional process. A customer should not be charged unless a product is available and in the year 2015 the company should have a way of knowing what their inventory is and whether or not a product is in stock. They have the customer's e-mail (and phone number) yet no process or interest in notifying the customer-instead the customer had to call and wait on hold to find out why merchandise has not been shipped. Regards, ***** *******    

2/24/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I made an on-line purchase and afterwards "PGI Company of Dogs VIP" started to charge my credit card 14.95/month. They did not respond to my e-mail question of what I had purchased. When I spoke to them, they said I had "clicked" a trial period of this membership. This was never clear when making my purchase. When I asked what I would get, they told me catalogs. This is a consumer scam. They advised I would receive a refund before they even explained what the charges were. It is clear that they know this is a scam. I am waiting for my 135 refund to my credit card.

Desired Settlement: Refund of $135.00 on my credit card.

Business Response: This is an online offer in which you get free shipping as well as 10% off all orders placed with our company and 5% off many major retailers in a cash back rebate. All details are listed before the necessary information is needed to sign up for this program. All credits were done on this account on 2/17/16.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *********

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered Christmas gifts from a subsidiary of this company called ******* *********. Nowhere in their catalog do they tell you about the VIP membership fee of $14.95 that will be deducted from your checking account automatically every month. I have requested, by telephone and e-mail, that they discontinue sending me their catalogs and give me a full refund of the two "membership" fees they withdrew from my checking account. As of this date, I have not received a refund of my monies.

Desired Settlement: I want a full refund of my monies immediately. I want no more automatic withdrawals of the "VIP membership" from my checking account, and I do not want to receive any more publications from this company or its subsidiaries. I want the public made aware of their practices.

Business Response: The customer placed an internet order. The offer she accepted is not in the catalog it is offered after the order is placed over the internet and explains the program as well as after the first 30 day free trial it states a charge of 14.95 a month is charged to the credit card used to place their order. It states they can cancel at any time within the first 30 days and will not incurr any charges or keep the program and a fee of 14.95 a month is charged until they call to cancel. To accept this offer the customer must enter their email address where it states by entering your email address below as your electronic signature and by clicking start saving after your free 30 day trial you authorize VIP to charge the monthly membership fee of 14.95 as described in the Offer Detailson the rigfht to the same account you provided  for your ******* ********* purchase.The customer received credit on 02/19/16.

Consumer Response: Better Business Bureau: 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.  Regards, **** ****

2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/16/15 I placed an order for a nail grooming tool for my dog. When it arrived part of the tool to trim the nails was damaged and made the tool unusable. I sent numerous emails to the company and I received several acknowledgements that they received my emails and the issue was being forwarded to the correct department but then no one gets back to me to resolve this issue with the damaged item.

Desired Settlement: The business should exchange the item for one that is not damaged or issue a refund.

Business Response: A new grooming tool was sent out on 2/18/16 . Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *********

2/22/2016 Problems with Product/Service
2/17/2016 Delivery Issues | Read Complaint Details
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Complaint: Placed a Christmas order with this company on December 15, 2015 for an Autistic boy. They never received the gift, I was not notified of any problems with delivery, and I emailed customer service twice. Response took over a month to reply to me. I could cancel the order, order another product (which was also out of stock). They could not give me a time frame for delivery, only on backorder. I've contacted the company again to no avail.

Desired Settlement: Exchange for another product similar with video and same price.

Business Response: This item is still on backorder and we would be willing to substitute any item for this item to ship out immediately if in stock. I will comment your order of this so please call our toll free number ************** and any operator will be able to assist you.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Other items that I have seen are also on back order.  Please cancel my order completely and return any monies that I have paid. Thank you. Regards, ***** ********  

2/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has been charging me an unauthorized charge of $14.95 for the past three to four months after I went to their website and ordered some clothing. I did not agree, nor do I remember seeing an agreement that I would pay a $14.95 monthly fee for their catalog. This is outrageous. When I called to talk with a "representative" about this, they stated that they could refund the "pending" charge, but I would have to wait 5 days to call back to get a refund for any additional charges. The "representative" was rude to say the least when I expressed my displeasure with the hidden charge. This company has knowingly charged unsuspecting customers with this phantom charge of $14.95. It is an outrage that they have been allowed to hide this in their website to the point that no one can see, or understand, that they will be collecting this fee on a monthly basis with an entered credit card which was used for the purchase of advertised items. There should be some security from this type of corruption.

Desired Settlement: This company is using customers' entered credit cards to charge this "hidden" fee. They should be required to refund fees to me, and to other unsuspecting customers who like and order Alfred Dunner from their website. If the BBB believes in the official name, then there should be some resolution to having this business be a "better business" and not use and take advantage of their customers. I actually believe there will not be a resolution to this and this will continue because no one cares.

Business Response: All of the charges were credited on 01/25/16.The offer specifically states to claim your 10% cash back and free shipping rebate on today's order, simply provide your email address below and click Start Saving to join VIP today. By entering your email address below as your electronic signature and by clicking "Start Saving" after your 30 days free, you authorize Serengeti VIP to charge monthly membership fees of 14.95 as described in the OFFER DETAILS on the right, to the same account you provided for your Serengeti purchase.

2/4/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My ex-wife, who ordered products from both the Potpourri Group and subsidiaries of the Potpourri Group, moved out of my residence back in January, 2012. Since her departure, I have continued to receive advertising catalogs from Pyramid Collection and Back-In-The-Saddle, both subsidiaries of the Potpourri Group, addressed to her name at my postal address, even though I have not personally ordered any items from this company or its subsidiaries. In response, I have contacted the Potpourri Group repeatedly by postal mail, telephone, and e-mail over a three-year period (2013-2015) and, when successful, received assurances their catalogs would no longer be mailed to my postal address. On Monday, January 25, 2016, I received yet another Pyramid Collection catalog in the mail, addressed to my ex-wife, in violation of what they promised. The group's privacy pages for their publications (e.g. ************************************************************************************* and ***********************************************************************************) both provide e-mail addresses and toll-free numbers to opt-out of receiving these catalogs, but neither operate correctly. The e-mail addresses are not valid (I repeatedly receive "Invalid Recipient" errors when I attempt to use them), and the toll-free numbers either do not provide an option to opt-out or their voice-mail box terminates the call due to being full. At this time I am preparing a complaint with the Massachusetts Attorney General's Office for assistance in resolving this matter, but would like your agency to attempt to resolve this issue first.

Desired Settlement: Remove my contact information, including my ex-wife's name and my postal address, from all of Potpourri Group's main and subsidiaries' database systems and discontinue sending catalogs from their business and all of their subsidiaries to my postal address.

Business Response: I will notify the marketing manager not to send any catalogs to this address under the name of ******** ***** and also not to purchase this name and address from other catalogs with this same information.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Catalogs are arriving at my postal address from Potpourri Group and its subsidiaries addressed to both "******** *****" and "******** ********" (see "Mailer Piece" attachments).  The company should search under both names and my postal address in ALL their databases for matches.  Also, the opt-out contact information on the privacy pages of this company's web site and its subsidiaries' web sites is not valid or difficult, if not impossible, to navigate (see details in "Mailer Complaint" attachment) and should be corrected or updated.Thank you. Regards, *********** *****    

Business Response: I will also have the Marketing department remove any catalogs with the name of ******** ********.

Consumer Response: Potpourri Group:Please verify ********'s name and my postal address on ****** ****** in Chippewa Falls are COMPLETELY REMOVED from your direct marketing databases.  If I continue to receive promotional materials from your business(es) bearing ********'s name in my postal mailbox I will be taking legal action against your organization.-CAP Better Business Bureau: 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.  Regards, *********** *****

2/3/2016 Problems with Product/Service | Complaint Details Unavailable
2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a shirt from this company for about $25.00 Feb 2015. Since that time they have been debiting my account for $14.95 monthly. I went through my account and discovered they have been doing this. I was so unaware of what this was I contacted my bank , cancelled my debit card and then spend another 2 hours trying to get to someone who could help me. I finally got a hold of someone who offered me a refund for one month. After me telling him I was going to file this complaint he offered the full amount. $179.40. After combing through my account I realized I had contacted them in June and asked this be stopped. They promised they would and issued me a refund for June only. My account was charged again starting in July. Although I was promised a refund today I want to files this complaint because a) They never stopped the charges in June when they promised to and b) I believe this company operated unethically and tricks people into this scam. Based upon reading other complaints files and resolve I am not the first person to have this issue.

Desired Settlement: I would like to be reimbursed for my time and the monies that were fraudulently gained by this company. Today I had to cancel my debit card, and I have to notify 4 other legitimate vendors,of my new card number when it arrives. Further in a Debit card society now I am without one. This company owes me $164.45 for the monthly debits . This is less the June refund. My current wage is $30.31 hourly . I have worked on this 3 hours today and expect it will be another hour notifying the legitimate vendors. That's another $121.24 for my time, total that's $285.69. Additionally after reading the other complaints and being told that I gave my email address, I believe this company needs to make signing up for their VIP club more clear. that they do it subtly and only offer refunds when a consumer is willing call them on bad behavior. I most likely believed I was giving my email address to ensure they knew where to send documentation of my purchase. This reminds me of the old ******* ****** **** club scam: customers had to send in a card to NOT get books. The long and short of it is, if this company cant be honest about how they do business they don't deserve to be in business. So I want to be reimbursed for the dollar amount for my time and money . Additionally they should have to update the explanation of the VIP club so consumers know what their signing up for. Thank You.

Business Response: We have refunded all money charged from when the VIP was accepted in February of 2015. I have contacted VIP and they have canceled your membership and no further charges will occur.

Consumer Response: Better Business Bureau: I will accept this offer only because I feel there is little else I can do. I still think this business does not deserve a B+ rating as they are gaining monies  by tricking people! I understand that you can not make them be ethical but I am thankful you re here to help with businesses like this!  Regards, ***** ******

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order on the 26th of November, Order #******** for two items from their catalog as Christmas presents for my great grandson who is disabled. I tried to track the delivery status on-line, however, the tracking information displayed on my order was incomplete. I sent an e-mail and was given an approximate delivery date. I was concerned that it was taking too long to receive the items, and followed up with a phone call on the 16th of December and was told I had to wait until the 19th of December before anything could be done. I called back on the 19th and was told that the tracking problem had been resolved, that there were many Playsets still on hand, and that the package would be mailed and would reach me in time for Christmas. The package did arrive, however, the Foldout Fire Station Playset which cost $49.95 plus tax was missing the top section of a ramp, making that part of the playset inoperable. Per phone instructions from a customer service representative on 28 December, I returned the Playset, following their instructions, via the ** Post Office by insured mail, which cost me an additional $22.96, and according to the Post Office, it reached Young Explorers on the 5th of January. I never received a credit for the postage which I was told would be paid by Young Explorers or a replacement for the Playset. I called again today to check on the status of my complaint and was told that there were so many complaints filed with the company over Christmas that I would have to wait an additional six weeks for my replacement to be processed and approximately 10 days to receive a credit for the postage I had to pay to return the item.

Desired Settlement: Replacement of item and the postage credited to my credit card.

Business Response: The credit for the postage was issued on 01/13/16 and the new item you should receive by the 20th of January. I am sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I received a credit from Young Explorers to cover my mailing expenses for returning the Playset.  I waited to respond to your inquiry because I received two contradictory e-mails as to when they would replace the item, one telling me it would be sent right away and the other indicating it would take several weeks.  I did receive the Playset last week, however, when I attempted to assemble it, I discovered that one of the interlocking tabs located on the same part of the Playset that originally had the missing ramp was also missing and another one broken, making it inoperable.  Rather than go through the hassle of returning it again, I'm going to try to glue it together.  There are multiple complaints similar to mine against this company on-line and I'm sorry that I didn't take the time to check it out before ordering from them.   I won't make that mistake again.  I want to thank the BBB for helping me.  I'm sure I would still be waiting for them to refund my postage and send a duplicate Playset if you hadn't interceded for me.  Regards, **** *****    

Business Response: I have given the customer a full refund for the item that she received damaged.

Consumer Response: Better Business Bureau: 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. I again want to thank you at the BBB for your assistance in resolving my problems with Young Explorers.  I know that your intervention was the factor in resolution and there is no doubt in my mind had you not assisted me with my complaint, I would still be waiting to hear from this company.  Respectfully,**** *. *****

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They received my return package on 1-14-2016, butt won't refund my money for 4-6 weeks, which is totally unfair!!

Desired Settlement: A faster process of my refund

Business Response: The paperwork has not been received to our department for processing as of yet, but I will process the return for you today but the cost of the one item ordered is only 19.95. I will process the return for that amount back to the credit card used for this order referenced.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. Regards, **** ****    

Business Response: This is the only item ordered on order ********. A refund for this item has been processed.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. Regards, **** ****    

1/26/2016 Advertising/Sales Issues
1/26/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two items as Christmas gifts for my 6- year old. I was notified that the items shipped but I only received one of the items that I had paid for. They continued to notify me that the second item was still in my shopping cart after I had already paid for both. I have sent the company several emails and have received no response about the status of the spy glove. My daughter only asked Santa for two things for Christmas and she still thinks that she must have been bad since Santa did not bring this after she was told that she would get what she asked for.

Desired Settlement: I would like to have the item delivered that I was charged for.

Business Response: It stated that item had been shipped so I did a return on the item and reshipped a new one on a two day service. You should receive that no later than Wednesday of next week. I am sorry for any inconvenience.

1/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a purchase from Northstyle for blouse which was made in late August or early September of last year. I returned the blouse 2-3 days later. I e-mailed them several times. They finally answered me in late November about sending me a return check but I've yet to receive anything. Oh yes, I e-mailed them several times and yet to receive a reply. I purchased the blouse by credit card from ******* *******-father.

Desired Settlement: I just want my refund.

Business Response: The order was placed on 9/3/15 and came into stock on 09/17/15 and shipped. The return was done on 11/18/15 and the credit was refunded back to the credit card used for the purchase on 11/18/15 bank reference number *********************** for 49.95.

1/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company is practicing blatant false advertising. Also, I’ve e-mailed them twice about it, they sent an automated e-mail response stating my e-mail would be answered within 24 hours. It was not, I waited a week and during that week received several advertising e-mails from them but no response to my complaint. Then I received an e-mail asking to rate them and “How were they doing”. So I then responded with a zero rating and said I am still waiting for someone to even acknowledge my complaint. I left my phone # and e-mail on both e-mails sent. I checked my spam, and there has still been no correspondence by phone or e-mail. I asked for at least a partial refund on my recent order as it was advertised as a “coat” and cost me over $100. When I received it I was extremely disappointed because it is clearly a sweater. I love it, it’s very pretty and everyone compliments me on such a pretty “sweater:. However the fact remains that I spent a large amount of money for something that would keep me warm. I still need a coat and can’t afford to buy one now. I’m so angry that not only do they practice false advertising but they will not even respond to my complaint! I don’t expect to get a full refund but this SWEATER is not worth $100.

Desired Settlement: I would like a partial refund. And the company to make this particular product advertised as it should be as a sweater. It would be nice if they would change the price to what a typical sweater would cost, not a coat. This is a price I would pay for a warm winter coat.

Business Response: Our merchandise is unconditionally guaranteed. If the customer is not happy with the item it can be returned for a full refund. The customer placed her order via the internet and a picture of the item is available with the description that it  is a knit coat that features an asymmetric, cowl neck collar, with silvertoned, rose detailed snap buttons down the front. Long sleeves;lettuce-edged cuffs. Poly/spandex  32"-39" long depending on size.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.    Regards, ******* ******    

Business Response: There was no statement to the rejection, but as stated the item can be returned for a full refund at any time.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. Calling it a "knit COAT" still does not make a sweater a coat.  Fine I will return in for a full refund (I need to know how and I do not want to be responsible for any shipping costs due to the falst advertising of the item), HOWEVER I feel you're advertising needs to be changed to say it is a SWEATER, because that is CLEARLY what it is upon receipt of the item! http://www.pyramidcollection.com/itemdy00.aspx?T1=P92202+S&source=igodigitalExclusive! Gray Garden. Two shades of gray! This striking, handsomely knit coat features an asymmetric, cowl-neck collar, with silvertoned, rose-detailed snap buttons down the front. Note the metallic, golden-thread sparkles in the lighter-gray knit. Long sleeves; lettuce-edged cuffs. Poly/spandex. Hand wash/dry clean. Imported. Sizes: S (6–8), M (10–12), L (14), XL (16), 1X (18), 2X (18W), 3X (20W); 32"–39" long.Regards, ******* ******    

1/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Catalog Favorites advertised a 10% of order and Free Shipping And Handling rebate. I have supplied (twice) the order number, the cost of order, billing address, I submitted a claim for the rebate and was given a claim number an a promise of the rebate check in 1-3 weeks. That was in Nov. 2015. I've supplied the info. several times. Each time I get an e-mail asking for what has already been supplied. If they pull up the order using the order number, or use the claim number what they keep requesting should be there. My card was charged and bill paid. So why can't they honor what was advertised. Yes I enrolled in the VIP program to be eligible for that promise. They refuse to send me the promised rebate.

Desired Settlement: Just honor the advertised 10% off order of $219.54-( $21.95) Plus the Free S&H of ($19.99.) $41.94 rebate due me. Thank You.

Business Response: We have reached out to the VIP membership team and they processed the claim on 01/16/16, so a check should have gone out this week.

Consumer Response: Better Business Bureau: 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. Providing the check is actually received by me within the time frame mentioned. I had been promised the rebate before with a 1-3 week window.  That did not happen which brought us to this juncture.  If they keep their word then I accept and the matter can be closed. Regards, ****** *******

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My bank account was charged $14.95 for a VIP membership which I did not authorize. On 01/07/16 I saw the charge on my bank site and immediately emailed help@catalogfavorites.com. I received a response that one of their agents was checking into it. I again emailed them on 01/12/16 and finally on 01/19/16. I did not receive a response to those emails. I want them to credit the $14.95 as I did not request a VIP membership. I have only made one purchase from them for a Christmas gift.

Desired Settlement: I want them to credit my account the $14.95 that was charged for a VIP membership that I did not request.

Business Response: The customer placed an internet order and accepted the VIP membership by entering their email in the box provided stating by entering hyour email address below as your electronic signature and by clicking Start Savings after your 30 days free, you authorize VIP to charge monthly membership fees 14.95 as described in the Offer Details on the right, to the same account you provided for your purchase. In the offer details it gives the toll free number to call to cancel or to answer any questions the consumer might have. An email is also sent welcoming them to the program.I will contact the VIP membership and request the customer's membership be cancelled and a refund issued.

Consumer Response: Better Business Bureau: 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. However, I did not receive any email from them about the VIP membership, it was not noted on my invoice that I had taken advantage of the membership and why would I become a VIP member if I only ever ordered from them one time?Their failure to respond to me immediate when I first contacted them says alot.  I have attached documents that will reflect my attempts to rectify the situation.  However, I agree to have them cancel the membership and issue a refund.  No further action is necessary.  Thank you. Regards, ****** *******

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I agreed to the resolution of this matter on January 20, 2016.  However, it is now been over 10 days and the company has not issued me a credit for this matter.  In fact, they just read my emails, copies of which I sent you, on 01/29/16. Regards, ****** *******  

1/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an item online with Young Explorers for our grand babies in December for Christmas. The wife and I came home on Jan 14, 2016 and notice their was a charge of $14.95 on my ****** account for that day. The wife and I was out all day, we never made any purchases with the card. (Potpourri Group Inc.) PGI*YOUNG EXPLORER charged my account for some VIP membership I never signed up for nor did I give them permission to deduct automatically out of my account. I called them to let them know that this is a scam. The customer service agent for Young Explorer said he had no record of the wife nor I ever joining any club to get rebates or discounts. We were never asked if we would want to join any club. This company had no record of us joining their club yet they stoled money out of my account without my permission, without my signature. I want my money back.

Desired Settlement: I want my ($14.95) fourteen dollars and ninety-five cents back and put back in my ****** account and I want "No further contact by the business."

Business Response: The customer placed an internet order with our company. After placing the order a special offer comes up to join our VIP Program. On the right side of the screen it says "Join VIP today to claim Free Shipping and 10% Cash Back on Every Order. Hurry! That's _____________(it adds 10% of their order and the shipping amount) on Today's Order. Under this it also lets you know that you save 5% at over 1,000 Marketplace retailers such as *******, **** *****, ****** and ******.Save up to $500 per year with shipping rebaters at over 1,000 Marketplace retailers including return shipping!Save 10% on Gift Cards to popular merchants such as *********, **********, *********, and ******.Total savings of up to 1,000 in cash back, $500 in shipping savings and up to $500in return shipping every membership year!Offer details: Simply click the "Start Savings " button (on left side of screen ) to activate your Young Exploreres VIP membership and take advantage of the free shipping rebate and 10% cash back on today's purchase. Start enjoying all of your VIP benefils free for 30 days now. If you decider not to continue your VIP membership simply call ************ or log on to cancel during your review. Otherwise we will automatically extend your membership for just 14.95 per month charged to the same card you used today. To cancel your benefits simply sign in or call our toll free number no questions asked.On the left side of the page it states to claim your 10% cash back and free shipping rebate on today's order, simply provide your email address below and click Start Saving to join the Young Explorers VIP today.By entering your email address below as your electronic signature and by clicking Start Saving after your 30 days free you authorize Young Exploreres VIP to charge monthly membership fees of 14.95 as described in the offer details on the right to the same account you provided for your Young Explorers purchase. The customer does not just get signed up for the program. They must enter their email address and click the start savings button. An email is also sent to the address they enter welcoming them to the program. I will at this time cancel the customer's membership and ask that a refund be given.            

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.    Regards, ** ****    

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To date we have not received a refund. We have attempted to contact them via email, online chat and phone to no avail.

Desired Settlement: We are asking for an immediate refund for product returned and we have proof that delivery was made, that is also enclosed.

Business Response: We issued a refund to the credit card used for the order ($28.00) on 12/2/15  reference number ***********************.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I exchanged a coat that was sent to me with the wrong size in the bag. I called customer service and they told me to return it with a note saying that exact situation and that I needed the correct size. I did. On December 17th I received an email stating that "my return was being processed" for Order#********. The amount was for $104.25. I've sent at least 5 emails with NO return message to just check the status. I've called several times to be on hold 5 minutes or more. I called again and this time I was on a phone call for over 20 minutes and finally told that a Supervisor would call me back right away, I was "on the top of the list". They said my credit was showing and I should contact my bank. I asked for the transaction ID which they could not provide. They said the supervisor would contact me. I had to call back again today (no call from a Supervisor) to be told that my credit was processed and it should be showing up on my bank account sometime after the 16th. I informed them I had my credit card transactions in front of me and NOTHING was showing up. They told me to just call my credit card company. At this point I just want a credit and I don't want to ever deal with this company or it's affiliates again.

Desired Settlement: I want my credit card account refunded in the amount of the jacket for $104.25. I want to be removed from all of their email and mailing lists for NorthStyle and all affiliates.

Business Response: The customer placed an order on 11/8/15. She ordered two items in 3x which she returned NB 490 for 52.46 and NB 495 for 104.25 on 11/23/15. A credit for the two items of 156.71 was given on 11/23/15 bank reference number ***********************. The customer exchanged the two items for a 2 x on the same day. She was charged 52.24 on 11/24/15 because the operator did the 3 installment plan for the two items. The customer returned one of the items but kept the item for 52.46, therefore no money is credited for the second jacket returned because she was never charged for it.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I've included all of the paperwork with this order.  As you can see by the numbers, they do not add up or make sense.  I called before returning ANYTHING the first time and they said, "just return it and we will exchange", which I did.  Next thing I know they credited me and charged me (without talking to me at all)-they then sent the right sweater but the wrong size in the bag for the jacket.  I called and again was told, "just put a note in it, tell them what they did and they will send the right one out!".  I waited, waited--saw it was received, waited. I emailed no response (several times) and I even called again only to be told by one "a supervisor would call me" they didn't and then I was told, "you have a credit that should be showing up on your credit card for $104.25--it's right here.  Call your bank, call your credit  card but we didn't exchange it we credited you.  Now I'm told I was never charged.  See attachment and do the math-it doesn't come out right. Regards, ****** ***********    

Business Response: The original order was Nb496 bk 24.95, NB490 bk3x 52.46 NB 495 Bro 3x 104.25 = 181.66 plus 17.99 shipping = 199.65The two items returned NB490bk3x 52.46 NB495 BRO 3x 104.25 =156.71 credit done.Two items were reshipped NB4902x and NB4952x = 156.71..the operator put the order on 3 installments so the customer was only charged 52.24 on 11/23/15..When the customer returnedthe item for 104.25 no credit was due because the customer was only charged 1 installment of 54.24 and she still had an item worth 52.46 so no credit was due for the returned 104.25 item.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Even if we go by just what I still have in merchandise and the the jacket returned the dollars do not add up.  Transactions:  Charge $199.95Credit:  $156.71-Charge:  $52.24I have a scarf and a sweater in my possession totaling $77.41 and I no longer have the coat.  NorthStyle has $95.48 of my money.  Actually more because the scarf and the sweater were on SALE!!!  The numbers do not add up.  This is so ridiculous and the fact that I wasn't getting any response from them and they were lying?  What about that part? Regards, ****** ***********    

Business Response: The difference is the postage that we charged to ship the items...Items on original order 181.66  plus 17.99 shipping. charged 199.95Return of two items credit 156.71   difference is shipping of 17.99 and one item of 24.99 that was kept. We did not refund shipping because we did not charge shipping with the replacement order.On replacementItem kept 52.46.. billed 52.24 So item kept from original order 24.99, item kept from replacement order 52.46 and postage of 17.99 is the total customer would have been charged.

1/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On December 17, I ordered several items from The Pyramid Collection. All items were advertised as being in stock on the website. I ordered with rush shipping as I need them quickly. I received an e-mail on Sunday that two items backordered, despite still being listed as in stock on the website, but the other two items had shipped. I sent an e-mail requesting information and received an auto-response that I would get a response from the company within 24 hours. It has now been 48 hours without a response. The third items was shipped but will not get here in time. When I look at my order on their website - it says there is one shipment, created on December 22. So despite them telling me that two of the items had been shipped on Saturday - they were not. All this even though I ordered with rush shipping (so I paid a lot of money for nothing) and the final item will not be shipped until mid-January - despite it still being listed as in stock on the website. Order placed on January 17, shipment information sent on December 22. This is 4 business days - that hardly qualifies as "rush delivery". I contend that Pyramid Collection lies about stock, lies about shipping dates, and falsely advertises rush shipping in order to defraud customers of money.

Desired Settlement: I want Pyramid collection to refund the cost of the shipping and pay for the returns of the shipped items as they did not "rush " this order at all. All items will be useless to me, I paid for "rush shipping" and they did not deliver (4 days to create the shipment is not a rush). I should have been notified immediately of the backordered items, not 3 days later.

Business Response: Rush delivery as stated on the web assures shipment on the next business day and takes 4 to 6 business days to arrive. The order was placed on Thursday 17th via the internet and two of the items that were in stock were shipped on Friday the 18th. The 3rd item was put into stock on Monday and shipped out on Monday the 21st. The 4th item became available on the 23rd and shipped out on Wednesday the 23rd. I will credit you the total of your shipping which was 4.95.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  the in stock items were not shipped on the 18th - they were taken to ***** but held until the 3rd item was in stock and all were shipped together on the 20th (I have attached a screen shot from *** ** showing the package was not shipped until the 20th, shipment information was sent on the 18th but it was not shipped until the 20th).  All items have to be returned and as they were shipped to a friends home (where I was at Christmas) I have no way of addressing that - and I do not want my friend to have to pay shipping to send them back. Nor do I think I should pay shipping to send them back.Additionally - I have sent two e-mails to the companyover a week ago with a return e-mail saying I woudl get a response in 24 hours. I have yet to receive a response. Regards, ******** *******    

Business Response: The package was sent to *** ** on the 18th and arrived from *** ** to the Ct/ *** ** facility on the 20th.(We are in Massachusetts) The other package shipped on the 18th as well but in the evening pick up and did not get to the Ct/*** ** facility until the 21st.All of the packages are scheduled to be returned for the reason below per *** **...all credit for shipping was applied Returning package to shipper******** **Incorrect address, unable to deliver - Returning package to shipper - Please contact shipper/merchant for details

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  On shipping date - disagree but dropping it (tracking number tells all). Another issue has arisen - at least one package has been delivered to the original address so it is not beign returned to the company. My family at the original address is having to go to the post office (this was shipped via *** ** smart post so it was delivered by ****) to determine if it can just be sent back or if they can forward to me so I can ship it back.Regards, ******** *******    

Business Response: The package was sent *** ** Smart Post which is *** ** delivers directly to the post office. Anyone can send the package back please enclose the packing slip (invoice).

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/10/2015, I returned two garments unused to Northstyle for a refund. I have a post office insured delivery receipt for this date. I still have not received a refund. I originally received the garments around mid-June 2015. They included a three-quarter sleeve cotton shrug for $39.95 and a slub knit printed top for $44.95. I waited for a while after returning the garments, assuming that Northstyle needed time to process the return. After not hearing from them for two months, I submitted a complaint ticket (#******) on 9/11/2015 requesting follow-up on the refund. No one followed up with me. On 9/29/2015, I followed up again on the same ticket, this time with a response that they were investigating. However, they never got back to me. On 11/3/2015, I followed up a third time and warned Northstyle that if I did not hear from them, I would file a BBB complaint to try to get the refund I am owed. As noted in the email: "Hello, I have tried to be patient about this ticket, but it has been over a month since I have heard anything from North Style Support. Unfortunately, if I don't hear from someone soon about the status of this ticket, I will be filing a report with the Better Business Bureau because you have goods I returned, but I have not received my money. I am willing to work with you, but I need to hear back from you by November 6, 2015, or I will file a report." I would like to be reimbursed as soon as possible for the items that I have returned to Northstyle. I'm extremely displeased with their customer service, which failed to respond over the course of several months - plenty of time to research the problem and issue a refund.

Desired Settlement: Issue a refund to me for the goods that were returned to them.

Business Response: A refund to the credit card used for the purchase ending in **** was issued a credit for 84.90 on 7/16/15 bank reference number ***********************.

Consumer Response: Better Business Bureau: 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. I also want to apologize for the complaint since I missed this refund when checking over my credit card statements. However, I would also like to suggest that Northstyle/Potpourri improve its customer support service, which led to this complaint. Had they simply researched and told me the refund had been issued the first time I contacted them, the issue would have been resolved months earlier. Perhaps Northstyle management can look into the customer support issue related to this case; however, I do not require a follow-up. Thank you for your prompt response to this complaint. Regards, **** ******

1/15/2016 Problems with Product/Service
1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered four items of clothing from Northstyle.com, a part of Potpouri Group, totalling $295.84, which were shipped to me on 20 Nov. 2015 and received on 24 Nov. 2015. Two items were mis-sized and two items were of poor quality. I returned all four items, two for refund and two for exchange on 25 Nov. 2015 via **** Priority Mail which Northstyle received on 29 Nov. 2015. I never received a notice from Northstyle that they were processing my return so I sent an email to customer service on 5 Dec. asking for information about my return. I received no anwer so sent another email on 8 Dec. and also called ************ to ask if my returns/exchanges were being processed. Still no answers to my emails and customer service said they had't processed m return yet. I called customer service again on 10 Dec. and talked to a man who said the return hadn't been processed but to call back in four days. I called again on 14 Dec. and talked to a refund specialist for Northstyle. She said it would take 4 to 6 weeks for any action on refunds and exchanges. It is now 8 January 2016 and Northstyle has neither refunded two items totally $109.90 or exchanged two items that were mis-sized nor notified me of any action concerning my returns/exchanges. It is almost 6 weeks since they received my returns/exchange directions and the merchandise on 29 Nov. 2015. I now want to receive my total cost of $295.84 for the entire purchase and forget any exchanges. I'm fed up with their incompetence, slowness and their seemingly lack of concern. It seems like this company has robbed me and I want all of my money back immediately.

Desired Settlement: Delete my exchanges and count them as refunds. I would like an immediate refund for the ENTIRE purchase.

Business Response: I do apologize we did not receive any paperwork for the return and exchange from the warehouse. I have given you a full refund back to the credit card used for the purchase.

Consumer Response: Better Business Bureau: 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.  Regards, ********* ********

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered items from North Style which posts a 100% guaranteed satisfaction on their webpage. I returned many of the items which I felt were of poor quality via *** with delivery confirmation back to North Style on January 4, 2016. On January 11 - a full week after North Style received and signed for my return, I called to see where they were in the process of my refund. The automated line stated they had no record of a return. I called back to speak to a person who stated they had 4-6 weeks to acknowledge receipt of a refunded item per the back of their return form. Since there is no 4-6 week delay notification on their website or return information page when you order your items, and I had a receipt from *** where they now have no choice but to acknowledge that I in fact did return these items items 7 days ago, I felt the least they could do was acknowledge they had the items and my return was being processed. However, they did not seem interested in handling my return in a speedy and business like manner and in fact, I believe they use delay tactics and simply poor business practices so as not to hoor their guarantee of 100% satisfaction. In the meantime the consumer is left to pay the interest rate on whatever credit card they used to make the initial purchase while North Style makes interest on the same funds while stretching out the refund as long as possible even though they have the merchandise.

Desired Settlement: I would like them to make it clear on their website, if you order from North Style and do not like their product, they will withhold your funds for 4-6 weeks even though they may have already received your merchandise in house. This honesty would allow consumers to make a more informed decision as to whether or not to do business with this company. I would like my refund to be handled within days - not 6 weeks - of receiving the items back in their warehouse. I would like the fact that they have my returned items in house be updated into their computer systems so their customer service representatives can acknowledge to the customer that the items have been received and are being processed rather than say we have no information as to whether or not we received your item as we do not promise we will process them when we received them.

Business Response: Our returns at the busy time of year can take 4-6 weeks as stated on the back of the invoice but rarely take that long. Your return was processed today on the 12th of January. One credit was for 139.00 and the other credit was a total of 624.63.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *****

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bought a sweater the neck hole was way too small , returned by priority mail on october 21-2015 ( two day return delivery ) they said 4-6 weeks for refund , it is now december 13-2015 and still no refund .

Desired Settlement: immediate refund for defective merchandise

Business Response: The credit was processed on 11/23/15 and the bank states the credit was done through a chargeback from the customer on 11/10/15.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.    Regards, my account shows no record of this according to this email attc. jpg **** ******    

Business Response: We processed the credit for the item on 11/22/15, but the customer had already filed a chargeback for the complete total of the order 80.94 prior to our submitting the credit. Because of the credit the bank then files with us a chargeback which they give 30 days to respond to. When we called the bank on Monday it was stated that the full credit of 80.94 was applied to the customers account because we did not contest the chargeback. 

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.    Regards, **** ******    

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered toys from Young Explorers. In January, a $14.95 charge showed up in my account, with a 1-855 number associated with it. Dialed the number - Out of Service. Contacted customer service who told me I signed up for a 'premium membership' which is $14.95 per month. I had no knowledge of this and did not knowingly or willingly do this. Customer gave me the 1-855 number, I indicated Out of Service. They gave me another number which was Out of Service. I phoned again and they gave me another number which is Out of Service. How convenient the month after Christmas. Quite honestly, I believe they are purposely giving out erroneous phone numbers. I e-mailed customer service with no response. This is an online scam. I am requesting to be reimbursed and my name and account number be deleted from any monthly 'premium' service.

Desired Settlement: Refund of $14.95, and name and account information deleted from any and all records.

Business Response: The customer did place an internet order and accepted the VIP program. When you accept the program you receive several emails welcoming you as well as a reminder post card that comes before the first billing. I have tried the ************** number and have gotten a representative. I will call and cancel the membership and ask for the 14.95 to be refunded to the customer.

Consumer Response: Better Business Bureau: 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 did not receive any follow up e-mails regarding the VIP program - only advertisements from Young Explorers.  For informational purposes, I tried on several occasions today to call the three toll free phone numbers given by your customer service department and all have a recording 'out of service'.  I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ****

1/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made an online purchase in December from Catalog Favorites (a PGI company) which was completely satisfactorily. Subsequently I have had an added debit to my credit card in December and January for $5.98 payable to PGI*FAVORITES with a phone number of **************. Their customer service representative claims they have no knowledge of this charge and shuffles me off to a PGI subsidiary in Florida which also has no knowledge of this charge.

Desired Settlement: A cessation of any further charges in this regard and a recovery of the charges to date.

Business Response: When the customer placed the order or warehouse sent the incorrect item so we credited him back the 17.95 to his credit card and reshipped out the correct item. The operator who shipped the new shirt put the order on 3 installments of the 5.98 for the shirt, the charges will be in Dec. Jan. and Feb. for the 5.98.

Consumer Response: Better Business Bureau: 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.  Regards, **** ****

1/6/2016 Delivery Issues | Read Complaint Details
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Complaint: I placed an order on December 17, 2015, paying extra for delivery by December 25, 2015. Today is January 5, 2015 and I have not received the order. I placed many calls to the listed customer service Phone number. Each tine I was transferred to another number, then the call was disconnected. I sent several emails to customer service, and have never had a reply. I never talked to anyone or received a reply, other than the computer generated reply stating someone would contact me. The shipping address is different than my billing address.

Desired Settlement: I wish a complete refund, including all charges for shipping

Business Response: The order was placed via the internet on 12/17/15 two day *** ** Delivery and delivered on 12/19/15 *** ** tracking number ************ at 1:59 to ***** ***** ** ******* ** *****.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Regards, ***** *****  

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in the Saddle store charged a fee every month from January 2015 until now for supposed shipping. I didn't catch it on my banking account until now, and I was never notified that it was going on. When I contacted them, they said, they would cancel as of now, but nothing before that. The fact I was never informed or that the fee was not authorized, was evidently not their problem. Nor was the fact the "service" was never used

Business Response: The charge that the customer sees is not for shipping. On 01/28/15 the customer placed an internet order and signed up for our VIP program which includes 10% cash back and free shipping on the order they placed when they sign up for a free 30 day trial to the VIP program. As a VIP member they receive 10% cash back on every order they place with us and also get 5% cash back when they shop at many of their favorite stores like ******, **** *****, *******, ****** etc. plus get rebates anytime you pay for shipping. It states that the benefits are free for 30 days at no cost. If for any reason you decide the VIP program is not for you, just call the toll free number ************** during your trial period and you won't be charged. Otherwise do nothing and after the 30 day trial period your access to the VIP program will automatically continue for just 14.95 a month charged to the same account you used for your purchase today until you call to cancel.To enroll online for this program you must enter your email address and click the "Start Saving " button on the order confirmation screen which states they agree to the Offer Details.I will cancel your membership and ask that they refund your membership fees.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  All that is great, if it had been so, but I never knew it ever existed, nor did I ever know to use it in any of the businesses listed.  There was never a notice given to me about this "offer".Most businesses which offer such services would also give some card, number, or something which can be used for such services.  None was given. I had no idea I had this service, therefore it was never used. Regards,   ******** ***** ******** *****    

Business Response: All of the information is sent in a welcome email (with the email address used on the order) within 24 hours which includes your Username and Password as well as the 1-855 number.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.    Nothing was received. Most businesses want a conformation of receipt.  Regards, ******** *****    

Business Response: As stated once the customer enters their email address and clicks the Start Saving button all the information is made available to the customer and an email is sent to email address they provided at time of acceptenance. We have not had any problems with the customers receiving their emails and unfortunately it has been a year ago that this was done so I am unable to provide you with the email you entered at that time.As stated I have contacted the VIP program to have your membership canceled and a refund issued.

Consumer Response: Better Business Bureau:The response from the business is a refund.  If this is true, only then is it settled I have reviewed the response submitted by the business and have determined that the response satisfies  my issues and/or concerns in reference to complaint #******** only If there is a refund.    If there isn't a refund it is not settled ******** *****

1/5/2016 Advertising/Sales Issues
1/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a Christmas gift on October 13, 2015 from their catalog, My check was cashed by them on October 19, 2015. The item ordered was never received. Called their service order status on December 1, 2015 and was told that they had no order for me but to have my bank fax the front and back copy of my check to *****, this was done on Dec, 2nd with a confirmation from my bank that they got the fax. Heard nothing so called again and was told my order (******* **** **** ******* ***** *****) would be shipped on December 10th. Nothing, so called again on December 16th and was told that it would be shipped 2 day express mail to be delivered on Friday, December 18th. Also was informed the item was in stock, but of course, I did not receive.

Desired Settlement: Since they can not or will not ship the item I ordered, I want my money back $26.94. Thank you for your help. After reading the reviews posted on the internet I'm not the only person to have issues with this company.

Business Response: We have placed the order and it will ship overnight tomorrow and you will receive it on Wednesday January 6th. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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.  Regards, ****** ******* Thank you for your help.  I hope I receive the order tomorrow,  This has been promised to me twice before.

1/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted the company 4 times and never received a response. I sent back an item on November 12th that was of poor quality and did not fit. I have yet to receive a refund in the amount of $69.99. I would also like to have shipping costs returned in the amount of $15.99 The order number was ********.

Desired Settlement: I would like my original $69.99 refunded, plus $10.99 shipping plus the $5 it cost to ship the dress back.

Business Response: The credit was processed for the dress and postage on 12/20/15 to the credit card used to purchase the item.

12/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered several jackets from one of this company’s catalogs, Serengeti, on 11/19. I received the order the next day, on 11/20. The order included one jacket with a defective zipper, one jacket that was the wrong size (I ordered all jackets in size small; this one was XL), and two jackets I just wanted to return. The following Monday, 11/23, I sent an email through Serengeti’s customer service form asking how I should handle the returns/exchanges. Obviously, I needed to pay return postage for the two items I wanted to return, but I thought the company should pay postage for the two items I needed to exchange due to, in the first case, a defect in the product, and, in the second case, the company’s mistake in sending the wrong size. Though I got an automated email message promising a response within 24 hours, I heard nothing from the company. I tried two more times with the same result. On Tuesday, 12/1, I drove to the company’s headquarters in North Billerica. A receptionist at the front desk listened to my story, took notes, and took down my contact information, promising that someone would get back to me immediately. Two days later I have heard nothing. I am deaf and do not use the phone. I depend on email, and with an online company, this is a reasonable expectation. At this point, I no longer want to exchange the defective/wrong size items; I just want to return the items, get a prompt refund, and never deal with this company again, but I still need to know how the postage will be handled.

Desired Settlement: 1) I want the company to contact me by email and explain how I should handle the return of this merchandise so I will not have to pay postage for the two items I am returning because of a defect in one item and their mistake in sending the wrong size in the other. (I am happy to pay postage to return the other two items I just don’t want.) 2) I want a prompt refund to my credit card.

Business Response: All you would have to do is return the merchandise with the innvoice received and either call or email with the total it cost to send the damaged merchandise back and we will reimburse you.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Their response would be fine IF they did what they said they would do. I sent the merchandise back (with tracking and insurance); I emailed them with the postage amount. They received the package on Wednesday, December 16. They have not yet credited my credit card for the merchandise I returned; nor have they refunded the postage or communicated with me in any way. (They don’t respond to emails, though they claim you’ll get a response within 24 hours). I’ve never dealt with a company that is less concerned with customer service than this one. Regards, *** ******    

Business Response: All I would need is the tracking number and the items returned. The items could have been received in the warehouse on the 16th but at this time of year they may not be processed until after the first of the year. That is why I asked for the tracking number the items returned and the amount of the return shipping and I will manually process the return.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Thank you for your quick response. I’m sorry that we have to communicate this way. It seems a little ridiculous, but here goes:Okay, the tracking number (****) was **** **** **** **** ****. The order number was *************. I returned the following: ***** Floral printed hoodie (I’d ordered a size S; I received an XL) $22.99; ***** Zip front denim hoodie (defective zipper) $29.96; ***** Reversible jewel tone patch jacket $44.96; ***** Floral studio hoodie black $37.46. Merchandise total is $135.37; postage was $11.05 (see attached). Thank you. I look forward to resolving this. Regards, *** ******    

Business Response: The credit was processed to your order on 112/23/15 for the price of the items 135.37. I have processed the return postage today for $11.05.

Consumer Response: Better Business Bureau: 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. I still think it's ridiculous that the only way this company would communicate with me was through a BBB complaint form. If they would just respond to their customer contact form, all of this could have been avoided. And they would have had a repeat customer instead of someone who will never do business with them again. Regards, *** ******

12/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a robot toy for my grandson from Young Explorers website. I received an order confirmation and later, an e-mail saying the item had shipped. That e-mail had a tracking function, but it does not work. I e-mailed Young Explorers' customer service to ask why I was not able to track the shipment. I received an automated response e-mail saying someone was looking into my request and would respond soon. That was several days ago. I have since sent 2 more e-mails asking for a response. After the 2nd e-mail with no response, I searched for reviews of the company online and noted there were many negative reviews with similar complaints. I now believe I have been scammed and just want to cancel my order and have my money refunded. I am reporting Young Explorers' lack of response to my several messages asking for help and my suspicions that they are scamming consumers.

Desired Settlement: I would like to cancel my order with Young Explorers' and have my money refunded quickly, please. I would like confirmation that this has been done. Thank you.

Business Response: An order was placed via the web on 12/12/19 and shipped on Monday 12/14/15. The shipping time is 7 to 10 business days. I tracked the package with the tracking number provided and it shows the package was in Atlanta Ga on Sunday the 20th. Per *** ** tracking the package will be delivered via the postal service on or before December 23rd.At this time of year we have an abundance of emails and are trying to answer them in the order in which we receive them. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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. The item I ordered did arrive before Christmas and my grandchild was happy with the toy, so I am willing to consider the issue resolved.  However, I will not do business with this company again and will discourage others from doing so because of their lack of response to my messages and the fact that I was unable to track my order.  In this time of wide-spread online fraud, it is imperative that companies provide excellent customer service (including timely responses to customers) in order to gain their customers' trust, especially for first-time customers.  I'm glad my grandson wasn't disappointed on Christmas day, but this is my one and only time shopping with Young Explorers. Regards, ***** ********

12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a chocolate ****** LuxxChew Proof Bolster Bed for our German Shepherd dog in a large. The bed is too small and initially we wanted to exchange it for a ex-large, now we have decided we just want a refund after trying to return this bed. We paid$199.00 for this bed plus $19.99 for postage and handling. When we went to the Post Office to ship it back they wanted $142.00 so we went to UPS they wanted $78.00 , so then we went to *** ** who came in at $67.00. We contacted the company around the first of Dec. to see about getting a return receipt sent to us to ship their bed back . The customer service department said they would not do that and I explained to them that they charge $19.99 to ship it to me yet I was suppose to pay between $67- $142.00 to ship it back to them. This does not seem very fair to me. I have ordered other things from this company, but I guess I never needed to return any large item before now.

Desired Settlement: I would like a prepaid return receipt sent to me so I can ship this bed back to them and I will not do business with this company again. I wish I had read the reviews about this company before I ordered as it seems so many people have had the same problem with this company with large purchases.

Business Response: We do not have pick up return labels.  I can email you a postage paid label that you can put on the return and then bring it to a *** ** location that will ship it back to us. Please check your email in the the next 24 -48 hours for this label to print.

12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 10/9/15 I ordered a light up poinsettia garland for $21.98 from country Store in Whitinsville MA and sent a chen in payment, on 11/3/15. I called the company to see when I could expect delivery. They informed me that item “was in warehouse being shipped and packed and should go out today”. When I received the holiday garland on or about 11/6/15, it was in a ball all tangled up, pieces were broken off and garland did not light up. In short, it was a piece of *****. I called company to complain. They said to send it back and I informed them I was not going to tape box up and go to post office and pay return postage. Talked to ****** at company and he said a full refund of $21.98 in a “week or so” on 12/2/15. I received a refund check for $14.99, cost of the garland minus the $6.99 shipping charge. I realize $6.99 is the paltry amount to complaint about but in this case, it is not the amount but the principle of the thing. Why should I pay the postage when if the item (from China)should have been looked over and checked first, it never would have been sent out.

Desired Settlement: Refund of $6.99-postage for ordering the item

Business Response: A refund for the 6.99 has been applied and a refund check will be mailed. Sorry for any inconvenience.

12/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Serengeti signed me up for a VIP service that I never asked for and now charge my card $14.95/mo and will not stop. I have called repeatedly to ask them to stop charging me and I am told that customer service will not handle this. They then tell me to call a number where no one answers the phone. I want my card to cease being charged.

Desired Settlement: I want my credit card to cease being charged immediately.

Business Response: An internet order was placed ******** in which you signed up for the VIP program. To sign up for the program you must enter you email address at the offer and check off you would like to join the program. I will cancel your membership and have them refund you from September of 2015 your membership fees.

Consumer Response:  Better Business Bureau: 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.  Regards, ******* *****

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Made on order on 11/9/15 and credit card transaction was authorized but on 12/9/15 an unauthorized transaction was made to my card for $14.95. Called company which they explained I would have to call a different number, which made me more concerned hat another vendor has my information. Called this number and spoke to a ****** on 12/9/15 between 9-930pm. She explained that when I made an order and gave my email address it automatically signed me up for a VIP membership and I received a 10%. I informed ****** that I did not agree to any membership nor received 10% off which she then explained, "Well it is a rebate." I confirmed with her, "so since I made an order and gave you my email it automatically signs me up for a VIP membership of 14.95 a month and my 10% which I had no idea about is a rebate?" She said yes. This is a scam to charge people's cards as well as share credit card information to another company? In addition, I asked to speak to supervisor. ****** said, "We have no supervisor on duty." When I got more assertive to get a refund suddenly a supervisor, ******** came on and was rude and disrespectful. I questioned why there was a supervisor on in an instant she said she got back from lunch- it was 9pm at night? This company is making unauthorized credit charges and 'tricking' customers in a money scam.

Business Response: When placing an order via the internet at the end of your purchase it offers a VIP program which you may or may not wish to sign up for. It is free for the first thirty days and offers free shipping and 10% of your order. You do not just enter your email address and we sign you up. You must respond to the questions such as do you agree to the terms and conditions and it states after the first 30 days if you do not cancel you credit card will be billed the monthly fee of 14.95 until you call to cancel. It gives you the toll free 800 number to call the VIP program for any questions or to cancel. You also receive an email letting you know you signed up for the program and then again before the first billing another email.At this time I will call the VIP and cancel you membership and request a refund.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ****

12/15/2015 Advertising/Sales Issues
12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had placed an order and received it. The product was an incense burner intended as a gift. The shipping packaging was fine so I did not expect any problems. When I went to wrap it, I wanted to check it out. The burner had missing, broken pieces. These pieces were not even in the product box, meaning the product was shipped broken. I had sent three emails to their customer service department asking for a replacement invoice (I had discarded the packing slip) so I can return the product for a refund. My emails have gone unanswered. The first was sent on November 14.

Desired Settlement: I would like a full refund for the product. Initially I was going to make another purchase, but with the lack of response from customer service, I'd rather take my business elsewhere.

Business Response: A credit has been issued to the damaged item.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *******

12/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with The Pyramid Collection on November 17, but did not realise until the next day that I had been charged an extra $70US for international shipping to Australia. After repeating the order process several times looking for any mention of this extra charge, I discovered that it was indeed mentioned on the order form, but it was in very small writing at the top of the page, and not even mentioned in the 'shipping options' section of the form. I have since emailed requests for a cancellation and full refund FIVE times, but received no reply beyond their automated responses. I am aware that my debit card payment may not have gone through yet, and that no refund can be given until it has, but I am very anxious for at least a response from the company to tell me my request will be seen to. I have neither the funds nor the stress tolerance to phone the company directly, but as far as I can tell from other complaints this would not get me any closer to receiving a refund, or even getting a straight answer from them. The extra $70 (over $120AUD) that I did not realise was being taken from my account has so far cost me $20AUD in overdrawing fees from my bank, plus a late fee for a layaway that this money was intended to go towards. I am not even certain that the payment will not bounce, as I did not and do not have the extra $70 in my account, which is now overdrawn. Although this is my first attempted purchase with The Pyramid Collection, I have been shopping online and internationally for over five years, and have never before experienced such a total lack of communication. It has now been a week since my first request for a refund, and I am almost certain I will continue to receive no communication unless the BBB intervenes.

Desired Settlement: I desire a full refund of $230.39USD (or $324.33AUD -- the amount deducted from my account on the day of purchase, if that amount is greater at the exchange rate of the time of refund) to have been returned to my card by December 23rd. After this is finalised, I want my contact details removed from The Pyramid Collection/their parent company's databases, and on no account must they sign me up or bill me for their VIP Club, as this is obviously NOT an opt-in option on their site as they claim, unless it is as hidden as their shipping charges.

Business Response: ...International ShippingCanada - Orders are shipped at standard shipping rate plus a $35 surcharge. Allow additional time for delivery.Other International - Special rules and restrictions apply for International orders. International shipping rates are standard shipping rate plus a $75 surcharge. Allow additional time for delivery.All non-US orders may incur duty, tax and brokerage fees. Contact your local Customs Office for more information.This is what is posted on the Pyramid Website under shipping. Also the customer would have received an order confirmation with the total after placing her order.One of the items has shipped and the skirt is on backorder at this time.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  This does not even being to address my issue. About an hour after I received a response from the BBB telling me my complaint had been sent to The Pyramid Collection, my initial debit card payment was cancelled and replaced with a second, which was for the same amount MINUS the $70 international surcharge. I can think of no possible reason for this except that I had stated in my complaint that I did not have the extra US$70 in my account. This action suggests to me that they had received and read my complaint, but STILL refused to refund me. The initial payment is now no longer showing on my bank account online, but I am attaching a screenshot of the second payment, clearly marked 26th November, with the overdrawing fee for the original 16th November payment listed below. I am also including a copy of the shipping notification I received on 27th November - 10 DAYS after I first requested a refund. I tried contacting the company again after this and again I received no response. Upon request I can provide copies of the emails I have sent, and the automated responses I have received for each one. The 27th of November also marked 10 days since I unsubscribed from their mailing list, which they claim to take 7-10 days to take effect, but between the 27th and today, December 2nd, I have received 8 sales promotion emails from them.The Pyramid Collection's behaviour is completely unacceptable. This company has proved to be not only ignorant and rude, but dishonest and downright deceitful. I will not be accepting the package when it arrives, and I will not pay for any return shipping costs. I am still demanding a full refund, and for my details to be removed from their database. Regards, ***** ******    

Business Response: The reason for the difference in the amounts has nothing to do with the shipping. One of the items are on backorder and we do not bill for the items until they are shipped. The items were in the warehouse on the 17th and ready to ship but the order was not shipped confirmed until the 25th and a confirmation sent out via email on the 26th.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Oh, for pity's sake--does that mean they're going to charge me AGAIN when the backordered item comes into stock? It is now SEVENTEEN DAYS SINCE I FIRST ASKED FOR A REFUND. I'm not going to let this go UNTIL I GET A REFUND. They sent half my order EIGHT DAYS after I requested a refund. Whether this is because they never read their emails, or just out of spite, THIS IS UNACCEPTABLE. The package will be rejected if/when it arrives. It should never have been sent. IS THE PYRAMID COLLECTION EVER GOING TO ACTUALLY ACKNOWLEDGE MY REQUEST FOR A REFUND? Regards, ***** ******    

Business Response: I have cancelled the back order and given you a refund for the returned items...

Consumer Response: Better Business Bureau: 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. Refund received in full. Thank you very much. Regards, ***** ******

12/12/2015 Problems with Product/Service
12/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This business sent a lewd catalog to my postal box. After several attempts to be removed from the mailing list, I have not been successful.

Desired Settlement: No more contact w/ this business.

Business Response: I will contact or marketing departmartment and have the name and address removed from our mailing lists.

12/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned clothing to NorthStyle via the **** on 10.22.15 at 10:19 AM. I used the company's return label **** **** **** **** ****. The package was delivered to the company in Whitinsville, Ma. on 10.26.15 at 9:20 AM. The items returned totaled approximately $362. I have emailed the company 3 times with NO response. (The website site states that I would be contacted within 24 hours.) I called the company on 11.10.15 at 1:01 PM and spoke with customer service person, *******. When she pulled up my account, she could NOT find any record of the return. She said that I should wait another week and call back. I gave her the **** tracking number **** **** **** **** **** **. I have the facility finance number ******* Firm name: PGI I still have not received a refund or any contact from the company.

Desired Settlement: I want the package found and I want my refund credited to my credit card. I also want their A- rating with the Eastern BBB lowered. I am not the only customer with this problem, as clearly stated in social media on the internet.

Business Response: We received items ***********, **********, *********, ***********. All credits were processed on 11/24/15 for a total of 302.85.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.   I am rejecting the solution.  They must have found the box with my 5 return items, as they wrote to you stating that they refunded /credited my credit card with $302.85 for 4 items, not the original five.  The actual amount credited to my credit cardaccount was $227.90.  I have no idea why.  North Style owes me $381.85 .  They have yet to credit my return of ***** ** ** * for $79.00.  It was included thin the return package with its own return paper work on top of the other four items in the box.I need to be credited $302.85 as they said they did.  I need to be credited for ***** ** *** for the amount of $79.00.  The total credit should be $381.85.  Regards, ***** ******  

Business Response: We receive the paperwork with the items that were returned from the warehouse to process. The item you stated was returned was not checked off therefore the operator processing the return did not do a credit for this item. I have processed the item as returned and the credit has been posted to the credit card used to purchase the items.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ******

12/9/2015 Problems with Product/Service
12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item from this company back in August as a gift to my mom for her birthday. Upon receipt of the item and her opening it, she decided to send it back to the company. I sent the item back along with the paperwork and was able to track it through the ****. I show it arrived at the return facility on November 3rd. As of today, December 2nd, I have yet to receive my money back for the item. I have contacted their customer service numerous times with no results. I simply want my money back from them. They have the item and I am out everything.

Desired Settlement: Refund!

Business Response: A credit has been processed to the credit card used to purchase the item.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *******

12/5/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: A product I ordered was on back order and after three weeks, it was unknown when the item would be available. I was told on the phone that unless the two items were the same price, I could not do an exchange. I cancelled the back order item by phone and ordered a different item on-line. Items are charged to the credit card at the time of purchase. I can see on-line that the backordered item was cancelled but I have yet to receive a credit for the purchase on my card. I e-mailed customer service on November 20th and have not heard a reply. When I called customer service, the person answering the call stated she could not help, she was a 'service' and to try the number same phone number again in hopes I reach someone at the company and not the overflow 'service.' I have not had any luck reaching someone who can help me resolve the issue.

Desired Settlement: I would like a reply by the company. I am looking to have $47.48 restored to my card and or a credit to be issued for another item in the future.

Business Response: We did not charge the credit card only received authorization at the time of order. The bank drops the authorization automatically if the item is not shipped and charged. We did charge for the new sweatshirt on 11/12/15 $47.48.

Consumer Response: I verified  Better Business Bureau: 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.  Regards, ***** *****

12/5/2015 Delivery Issues | Read Complaint Details
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Complaint: Never received product. Made contact 4 times sent copy of cancelled check, date company cashed check. Sent all paperwork to ***** ******, the person I was told to send paperwork to. Company has never made any attempt to resolve the problem. Company claims they have no order form me but they cashed the check date 8/1/15 in the amount of $54.84 Check cashed 8/7/15.

Desired Settlement: At this point my money refunded. I have no nice words for this company, nor ever was I given the courtesy of a call back, how rude. Just ignore a customer.

Business Response: We pulled the mail order with that number and the name and address on the order form were not that of ****** ****. The items were shipped to the address on the order form which is also in ******* **. We will change the name and address and do a refund for the amount of the check.

12/1/2015 Problems with Product/Service
12/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On October 1 I ordered a bracelet from Nature's Jewelry online. I received it on the 6th and it looked good. However, when I wore it it turned my wrist orange. ORDER NUMBER: ********* immediately emailed customer service asked for a RMA. They sent me a return email the same day saying a support ticket had been opened [#******]. I heard nothing. I have emailed them 6 times and called twice (put on hold for longer than I had to wait). I instigated another request for return from their online contact form. Again got the service ticket has been opened email and no follow up thereafter.I've put as much time into this as I have. Please help me.****** *******

Desired Settlement: I want to return the bracelet and get my refund.

Business Response: I have processed a full refund to your account.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *******

11/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Today I purchased multiple items on line from this vendor worth about $304.00. I provided my personal credit card information to complete this purchase transaction. After the transaction was completed, the vendor offered a "VIP" discount which would eliminate the related shipping fees of about $24.00. Only after I had accepted the VIP offer, did the vendor provide info that there would be a $14.95/mo fee, which amounts to an annual cost of about $180/year.I contacted the vendor to cancel the transaction, but was told to wait 10-11 days for the transaction to process before continuing with my cancellation.

Desired Settlement: I believe that the vendor should disclose all fees prior to the customer providing credit card information.I believe that the cancellation of the VIP discount should not take 10- 11 days, but should be immediate.The vendor should be prohibited from charging my personal credit card $14.95 monthly without my consent, which I do not give.*** *******

Business Response: This customer's order was placed on the internet and to accept this program before you enter your email address and select the accept the membership box it states that the program is free for the first 30 days and after if the program is not canceled a monthly fee of 14.95 is charged to the credit used on the order until you call to cancel. Never is the fee not shown before the acceptance required to join.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *******

11/7/2015 Problems with Product/Service
10/31/2015 Problems with Product/Service
10/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I submitted a return for reimbursement more than a month ago. I have had no communication from the company regarding the refund other than being provided with a "ticket" number. I have proof my items were delivered/returned. I have emailed the company following their instructions numerous times with no response. I have called customer service numerous times only to be told they have no information about the return or the refund. No one from the company has provided an update nor has the refund been processed. Their customer guarantee says "prompt and courteous refunds, credits, return processing." This is far from courteous or prompt. As soon as this refund has been processed I will cancel all future business with this company. Dreadful customer service and ridiculously poor customer communication and refund processing.

Desired Settlement: Full refund of returned items immediately with proof of refund processed via email to customer and apology from company to customer via email for outrageously bad customer service.

Business Response: The refund has been processed for the two items in the amount of 99.90. I do apologize for any inconvience this might have caused. Our returns normally take 4-6 weeks.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  This matter remains active until such time as I receive my refund. It has not been processed, yet. The "apology" from the company is worthless and does not address their customer guarantee of prompt and courteous service. Their customer guarantee says nothing about 4-6 weeks waiting period for refunds, it simply says "prompt and courteous service" neither of which has been performed. IN addition, the company never replied to calls or emails inquiring about the status of my refund. So, no, I do not accept the apology and this matter is not closed until the refund has been processed by my credit card company. ***** *******    

Business Response: The credit was processed on 10/27/15 for 99.90 bank reference number ***********************.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *******

10/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to get a refund from this company. My order number is ********. The company keeps telling me they will not refund me. The refund period is 4-6 weeks. I had one customer service agent tell me I should have read the refund policy. I'm beyond irritated. They required my money up front in order to get the items and I am now requiring my money since they have received the items. My *** tracking number is ******************.

Desired Settlement: Immediate Refund.

Business Response: A credit was processed for the return of the 3 items totaling 229.85. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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.  Regards, **** *********

10/26/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: My Credit card has been billed monthly by this merchant, doing business as WHATEVER WORKS BUYING CLUB. I have repeatedly contacted the merchant to stop this fraudulent practice and stop charging my card. The merchant ignored my complaints and continues the fraudulent practices. It is very dangerous to do business with this merchant using a credit card, since they use your information for fraudulent charges.

Desired Settlement: STOP THE FRAUDULENT CHARGES ON MY CREDIT CARD.

Business Response: The customer placed an internet order in January of 2015 and accepted the VIP membership program. The first 30 days are free and after 30 days as stated in the Offer Details unless you call to cancel there is a  monthly fee of 14.95. An email is sent at time of purchase with the VIP toll free number in which to cancel or inquire about the benefits.I will call and cancel this membership and have the fees refunded back to the credit card.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  From my own experience, and as it can be deduced from the business'  response (" a phone number is provided to inquire about the benefits"), the business enrolls customers, WITHOUT THEIR CONSENT ,  to a program of UNDEFINED BENEFITS, and charges the victims of the scam $14.95 monthly.Their response of the business is not satisfactory because they not specify exactly that they will refund my credit card with ALL charges they fraudulently received since February 2015.  The total amount should be 8 months x $14.95 = $119.60. I need a clear statement from the business that this exact  amount of $119.60 (and not only the last month's charge) will be refunded to my account  immediately. Regards, **** *********  

Business Response: We have contacted the VIP membership and the credits for the 8 months have been processed as of yesterday.

Consumer Response: Better Business Bureau: 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.  Regards, **** *********

10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Cover of catalog clearly states free shpg over 59.00, they refused to honor. Wanted a credit card number. Cashed my chk but never contacted me to tell me they were not going to shp because they wanted shpg chrgs. I had to phone them after unanswered e-mails I sent were obviously ignored. They gave me such a run around over the c phone. Awful customer service. I told them to cancel my order and mail me back my payment. I have a sick gut feeljng I have been ripped off. I am also going to contsct **** ** ****** on fox 5 news. This catalog is a huge scam & needs to be stopped.

Desired Settlement: I want the full amount of my check for $138.50 reimbursed and within 2 weeks.

Business Response: The customer called and cancelled their order and a refund check was generated for 132.83 check number *******. We do not have any catalogs stating free shipping with a purchase of $59.00, but if the customer sends a copy of the Favorites catalog with this offer on it, we will gladly send a refund in the amount of 15.00 for all of their inconvenience.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.    Regards, ***** ******  

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from this company, when it arrived the plastic bag the item was in had been torn open and taped shut. Inside the item (fleece chair cover) was balled up and appeared dirty. The instructions sheet looked as if it had been balled up as it was crumpled and torn. It was obvious the product had been returned by another customer and just sent directly to me. I notified the company and they apologized, and instructed me that my return shipping costs would be refunded as well. I returned the product, and they confirmed receiving the return. I was refunded the original product price of $19.99 only. The original shipping charge of $6.99 and the return shipping cost of $7.55 were not refunded. I have sent off several emails to them since and have not received any response. The information I have is: Re: ************: DAMAGED/DEFECTIVE ITEM(S) RECEIVED [#******] I should be refunded the original shipping cost as it was not a new item and I should receive the shipping charges I had to pay to return the item to them.

Desired Settlement: I am owed a refund of $14.54 and that is what was promised to me.

Business Response: Credits were done for both shipping postage and return postaage on 9/29/15.

Consumer Response: Better Business Bureau: 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.  Regards, **** *******

10/5/2015 Problems with Product/Service
9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I online ordered some clothing from this company in June. Since that time they have been billing me for membership in the "NorthStyle VIP Club". In ordering the clothing I did not willingly or knowingly consent to any such thing. I note there are multiple similar complaints online regarding this issue. When I called they did immediately offer me a refund, however I did not notice for a few months, and I suspect there are others that might be being bilked in the same situation. At no time have I received any information on my alleged membership, or any explanation of benefits associated with same.

Desired Settlement: Any offer of paid membership should be made explicit on the website so that consumers choose the alleged "VIP Club", rather than discover their "membership" on bank statements.

Business Response: An internet order was placed on 4/30/15 by ****** ****. At the end of the order when it decribed the VIP membership with details the customer selected that they would like the membership and entered their zip code as well as selecting the start savings option. All of the information was on the website and after the order is placed and the customer accepts the program again all the information as well as the toll free number to call and cancel is emailed to the email address used on the order.At this time I will contact the membership and ask that ****** ****** membership be canceled and all fees credited back to the credit card used.

Consumer Response: Like many of the other dissatisfied NorthStyle clients on the internet, I did not opt in for anything. My order with NorthStyle was the first, and I was not sure the overall quality would be to my usual standard. I would NEVER opt in for a "VIP Savings Club", not from anyone, but particularly not for a company where I had never ordered before. In fact the merchandise was so-so, and no way I would have ordered from NorthStyle again. There was no clear labeling of the "membership" option, I did not in fact receive any notification of my "membership" as claimed.  Regards, ****** ****  

9/7/2015 Delivery Issues | Read Complaint Details
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Complaint: After I called Serengeti store many times, they asked me to send the number of the money order in a fax and I did, attention ******* fax #1-***********0. AFter I sent it out 2 faxes I called them and they told me that they didn’t receive any fax. They are playing games with me because ********* is not helping me. ********* knows the name of the person who cashed the money order and I don’t understand why they refuse to tell me. Serengeti store knows too who did it. Many times that I called it the store I talked to different people and they told me the same thing, there wasn’t any order in the computer system.

Desired Settlement: I’m not sure if they just deposited the money order or if they cashed in **** ** *******. ********* has this information. They are giving me the run around.

Business Response: We have no order from this customer. What we request is a copy of the front and back of the money so we can see if our company has ever cashed this check. To date we still have not received an order from this customer. If ***** **** is requesting a fee for a copy of the cashed money order we would gladly reimburse you for that fee.

Consumer Response: Better Business Bureau: Thank you for your response. I am now working with ***** **** and **** ** ******* to find out who cashed the ***** **** card. ***** **** is saying it was cashed at **** ** *******, but **** ** ******* isn't giving us any information.   Regards, **** *******    

Business Response: If you incur any charges regarding getting copies etc. we will gladly reimburse you. As soon as you are able to get this information please call our toll free number and ask for my extension **** and I will assist you.

9/6/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Apparently when I made a purchase from Potpourri/Serengeti online, there was some kind of service agreement that I was unaware of with another company called *** ******* *** - I saw the charge on my online statement last month, and had no idea what it was for...there was no phone number listed. Today, I saw the charge again, so I started going back through my statements - I usually don't really check them unless it seems higher than usual - and I found that they have been charging me a monthly fee since July of 2013 (that is as far back as I can go). I tried to find contact info on the web, but instead found a lot of reports of MVQ being a Scam, and I found a phone number. I called, and a gentleman named **** told me it was an order from Potpourri/Serengeti and that I agreed to this service, and they would refund the last 90 days and cancel my membership. I told him I wanted a full refund, and he said he would send it up to their supervisors. I found a copy of the order for Serengeti.com, dated 07/19/2011, and there is no agreement for this *** ******* ***. I was perhaps remiss in not following up sooner, but I never ordered this and think they should refund all charges for this service that I never ordered.

Desired Settlement: I would like a refund of the charges for a service that I never requested. It started out at 15.95 in July of 2013, went up to 18.95 in 2014, and now it is at 21.95....never authorized the service nor the increases. Total due: $462.70 (this only goes back to July of 2013, as I have no idea how much they were charging before that - I can only pull up statements back to that date).

Business Response: The customer did place an internet order in July of 2011. At that time at the end of their orders a third party company placed an offer to our customers offering them a program called *******
***. We have not used this company in over 3 years but we will make every effort to contact them in your behalf and have your money refunded. We will update you when they have been reached.

Consumer Response: This is acceptable only if I get a refund of the charges, so I don't want to accept and close the case just yet.  I have attached a copy of my original receipt, and there is nothing on there about ******* ***. Regards, ***** ******    

Business Response: I called the customer yesterday letting her know we were unable to reach the 3rd party ******* *** which we have not done business with for 3 years. I let ***** know we would honor the credit due her and asked if she would like a credit to a new credit card or a check. She requested a credit to an ******** ******* card which we processed yesterday for 462.70.

9/1/2015 Billing/Collection Issues
8/31/2015 Problems with Product/Service
8/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint against Potpourri Group Inc. is this. If I am contacted by Potpourri Group Inc. and asked If I am in Interested in opening up a VIP account, which help save money on all sorts of products and things of that nature, and my response Is no thank you. Any one would assume that would be the end of the offer. My complaint against this company Is as such, they withheld and then used my credit card Information I used when I order from the Pyramid Collections catalog. which they own,to open up an account without mt authorization or knowledge and billed my credit card repeatedly. That kind of business practices not only destroy the trust the consumer had in that company, and to safeguard their private Information, But also kills their reputation as a company. really Bad practice for a company that's been In business for fifty two years.

Desired Settlement: I have already resolved the problem.you are the solution by being made a wear of this matter. I just hope the consumers are more informed about this company that take complete advantage of their customers is every way. Consumers beware!!!

Business Response: Start Saving Now Provide your email address as your electronic signature and click "Start Saving" below. Your electronic signature serves as your written authorization for VIP to charge/debit the monthly membership fees described in the Offer Details to the right to the same account you just provided with your e order. This is how someone would sign up for the VIP program after placing their order on the internet. All of the details are explained in detail to the right of this message on the internet and to join as stated above you must enter you email address in the space requested and click on the Start Saving. We do not just sign anyone up that does not want the program. I have checked and your membership has been canceled and all fees refunded.

8/27/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Was signed up "In the Company of Dogs VIP" Program for at least a year or more. Never intentionally agreed to any such program. Have ordered from the site and have no problems with price/merchandise. Do have problem with being billed for nonexistent discount program on a monthly basis. I do not sign up for these type of programs, especially anything with a monthly recurring fee.

Desired Settlement: Refund money from program.

Business Response: An internet order was placed by the customer on 2/14/15 where he signed up for the VIP program. The first 30 days are free so his first billing would have been in March of 2015. I will contactVIP and have his membership canceled and his monthly fees charged reimbursed.

Consumer Response: Better Business Bureau: 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. My ******** ******* Account reflects credits of $74.75 from In the Company of Dogs.  Provided that stands I accept the response. Regards, **** ******

8/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased clothing from ********* ******* via the internet in April 2015. In May, June, and July, $14.95 has been charged to my credit card. After investigating, this charge is for a VIP Membership and I did not knowingly sign up for. Evidently, by clicking on a coupon ad in the final billing process for this order, I unknowingly signed up for a VIP Membership. I do not and did not want this membership. I have e-mailed both ********* and ******** ********* **** to have this so-called membership cancelled immediately. From what I have read from others, I probably cannot expect that the $34.85 that has been confiscated by this company to be returned to me. This practice has been going on for years and nothing has been done to put this company on notice or out of business or fined. Please help.

Desired Settlement: I would like the 3 months of unauthorized membership returned to me. I want my name and info deleted from all of the files associated with this deceptive practice. I would like this company fined, or at least, the public to be made aware of all the companies associated with this company.

Business Response: The customer did place an internet order where at the end of the order it details a VIP Savings program (not a ******** ********** *******). To enroll in the program you must enter your email address and click on the start savings box. It states that the first 30 days are free and after the 30 days a charge of 14.95 is applied to the credit card used to place their order.I will contact VIP and cancel the membership and refund your credit card for the 3 months charged.

Consumer Response: As I did not know I was signing up for this VIP program, I did not receive any info about this program and I did not receive notification that a 30 day trial had ended and $14.95 would be applied each month.  Again, these are deceptive practices and there are many complaints with regard to this VIP program.  Again, I want this so-called membership cancelled immediately. Regards, ****** *******  

8/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I ordered an item which was pictured as black. No color choice was given. However, I also ordered another product from the same website. Colors were both pictured, and an option given. The item I received was a neon-blue. Simple enough, they made a mistake, I let them know via email. Here is their [copied & pasted] email response: Dear *****, Dear Customer Sorry,it is not stated what color the item is on website. Customer Service Thank you, Your Potpourri Group Catalog Help Team, -------------------------------------------------------------------------------- We hope this response has sufficiently answered your questions. If not, please reply to this email. I have disputed this charge with my credit card company, and they attempted to resolve the issue by contacting the company, but the company ignored them, as they have ignored my reply to their rude email reply. I have photographs, printouts, and downloaded copies of the website page I ordered from, which I will provide if requested.

Desired Settlement: Send me a prepaid shipping label to return the incorrect product, and send me the new one. Pretty simple, right guys?

Business Response: This item does not come in different colors it should be black only. I will credit you for your purchase and check with  our warehouse to see what color we received from the vendor. Sorry for any inconvenience.

8/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On April 12, 2015 I called *********** and ordered three (3) items for a total of $101.99 which I sent payment by check. I was not happy with two of the items and sent them back on May 20, 2015 and also insured them for $100.00. *********** received the product back on the 23rd of May 2015. I first called on June 15th, 2015 to inquire as to when my refund would be sent back to me. I called again on July 1, 9, and today. I was informed that it would take 4/6 weeks for them to refund my money and that the refund would be $68.00, despite the fact that I item I kept was $19.00 and I had already paid for shipping/handling. They were charging me $33.99 for an $19.00 item. I just spoke with them again and they said if I don't get my refund by tomorrow then to call back and they would issue another refund. I am very upset and feel that I am being ripped off by this company and find it hard to understand how they can operate a business this way.

Desired Settlement: I would like a FULL refund back from this company. My name removed from their mailing list.

Business Response: The customer did place an order for 101.99 which included her shipping. She returned two of the items for a refund of 68.00. It does state in our catalog that we have an unconditional guarantee and if for any reason the customer is not satisfied with their purchase it can be returned for an exchange, credit, or refund of the merchandise purchase price. We have at this time also refunded the customer the full shipping charge of 14.99 as well.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. I have not received myrefund as of today 7/30/15.  Regards, ******** *******    

Business Response: The refund for the items of 68.00 check number ******** was generated on 7/25/15 and mailed on Monday 7/27/15. The refund for the shipping check number ******** was generated on 7/29/15 and mailed on 7/30/15. You should be receiving them shortly.

Consumer Response: Better Business Bureau: 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.  Regards, ******** *******

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company took $14.95 out of my account for * mos. on a "VIP" monthly payment for the past 8 months, I never gave permission to be a VIP member. They credited me one month, & am still waiting & have been patiently for the remaining 7 mos. My bookkeeper brought this to my attention. I have tried to work with them, but there still seems to be some hesitation on their part, although Ive been told the money due will be credited to my account, but only one month has. On Sun, Jul 19, 2015 at 11:56 AM, ***** wrote:Why has my account NOT been credited for 7 mos of vip that I NEVER requested????You credited ONLY one month of $14.95, still waiting for the remainder of 104.65 to credit to my account, if this doesnt get resolved, I have no problem contacting BBB & let them handle this for me.On Thu, Jul 9, 2015 at 6:34 PM, ***** wrote:Why has my account NOT been credited for 7 mos of vip that I NEVER requested????You credited ONLY one month of $14.95, still waiting for the remainder of 104.65 to credit to my account, if this does not get resolved, I have no problem contacting BBB & let them handle this for me.On Sat, Jun 27, 2015 at 2:42 AM, ***** wrote:Thank you to ******* (in vip unit) for being so polite & handling my situation, your customer service skills, willl not go unnoticed. You were absolutely awesome this evening, thank you so much! *****

Desired Settlement: On Sun, Jul 19, 2015 at 11:56 AM, ***** wrote:Why has my account NOT been credited for 7 mos of vip that I NEVER requested????You credited ONLY one month of $14.95, still waiting for the remainder of 104.65 to credit to my account, if this doesnt get resolved, I have no problem contacting BBB & let them handle this for me.On Thu, Jul 9, 2015 at 6:34 PM, ***** wrote:Why has my account NOT been credited for 7 mos of vip that I NEVER agreed to.

Business Response: The customer placed an internet order and at that time she checked off the start savings box along with her email address in the space provided for the program. I have contacted VIP to have all previous payments refunded to the credit card used when she placed the order.

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 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.  Regards, ***** ******

8/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They keep charging my **** card for $14.95 a month for a VIP club I DID NOT SIGN UP FOR.I have repeatedly e-mailed and called them to get it stopped, but they will not stop it.

Desired Settlement: Refund on all VIP charges and they NEED to stop the charges altogether.

Business Response: The customer placed an order via the internet and signed up for the VIP membership. To sign up for the membership you must check off the accept terms and conditions and enter their email address in the space required.The customer also receives a confirmation email to the program. I will contact the membership program and cancel for the customer and ask that they receive a full refund.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *************

7/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The ******* Collection is one of several businesses run by The Potpourri Group. Recently, I returned two items for an exchange for two other items with the exact same price and ordered a new item which I paid for with a check for $48.94 including shipping (I have the **** tracking that shows my package was delivered to The ******* Collection on July 13, 2015). On July 16, 2015, without my authorization nor for any reason whatsoever, The ******* Collection accessed my debit card number they had on file for me and unlawfully took $110.91 out of my bank account. This is theft and should be prosecuted to the fullest extent of the law. Due to this theft, I no longer want anything from this company and I want them to refund the entire amount due to me which is $148.84 including the check for $48.94. If this does not happen in the next 5 days, I will file criminal complaints with the District Attorney's office in The Potpourri Group's area and the Attorney General's Office for the State of Massachusetts.

Desired Settlement: Refund of $148.84 to my bank account and no further contact with any company affiliated with The Potpourri Group.

Business Response: The customer placed an order on 6/13/15 for 149.89. On 7/16/15 we received two items back and credited her **** card used for the purchase 89.94 bank reference number ***********************. The customer then wanted to order 3 items. The total of the order was 159.85 and she sent in a check for 48.94. We authorized her credit card for 110.91 the difference between the total of the order minus the check on 7/16/15. One of the items were not available so we charged the credit card on 7/20/15 a total of 50.96. The items totaled 99.90 minus the amount of the check 48.94.

Consumer Response: Better Business Bureau: 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 # ********. This is a complete lie.  I asked for a full refund but instead, they partially filled my order.  I did not order 3 new items.  I returned 2 items for an exchange and ordered 1 new item with a check for $48.94.  They did not deposit the check but instead unlawfully and without my authorization used my debit card information they had on file for me and took $110.91 out of my bank account for no apparent reason.  After and only after I filed a complaint with the BBB did they credit $89.94 back into my bank account.  Then they unlawfully and without my authorization took another $50.96 out of my bank account for the 1 new item I ordered.  This is theft and should be punished as such.  The Potpourri Group needs to lose it's BBB accreditation.  I will never do business with any of the 15 companies affiliated with The Potpourri Group including The Pyramid Collection again.  They think consumers are stupid and don't monitor their bank accounts for suspicious activity.  Well, guess what, this consumer does. Regards, ******* *******  

Business Response: When items are returned or exchanged we credit the card used to place the order. We got authorization from the credit card for the 110.91 which was the items ordered 159.85 minus the check the customer sent in of 48.94. We do not charge the customer until the order ships. The bank is who either takes the money for the authorization or credits it back if or when we bill upon shipment. Authorization from banks last 7 days depending on the bank if not billed within that time frame. We do not know if they are debit or credit cards when orders are placed.

Consumer Response: Better Business Bureau: 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 # ********. That is not a good explanation for what you did.  You were the ones who initiated the action to take money out of my account, don't try to blame it on my bank for authorizing the transaction.  Seriously? Regards, ******* *******  

7/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I received a gift in the mail from this company. The company incorrectly packaged the item. The package said size 10 but the item was actually a size 12. I contacted the company explaining THEIR mistake. They told me to return the item by mail, insure it and they would replace the item and refund me the shipping costs. I have received the item but I have never received a check for the shipping in the amount of $8.83. The receipt shows that I mailed the item on January 26, 2015. I spoke to customer service on 2/20/15, 2/24/15. I have contacted them by mail on January 26, 2015. I have had several email exchanges including April 5, 2015, May 18, 2015. The customer service department sends a reply email but they never follow though. I do not want a credit on the credit card that purchased the item as that belongs to the person who gave me the gift not me.

Desired Settlement: Please send a check in the amount of $8.83 to **** ************ **** ******** *** *** ******** ** ******

Business Response: A refund check was generated to go to the ship to today. You should receive it in 7 to 10 business days.

7/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I made a return on 7/7/2015. When I called to see if my return had been processed, they said it would take 3 days from the time of the return. When I spoke with a customer service agent, she said it would take 4-6 weeks for the return to be processed. I find this unacceptable. On the automated phone service, it said 3-4 days from the date of the return. I would like my refund in the next week, please. My order number was *************. The name of the business: Expressions Catalog, **** *** ***** *********** *** **********. I do not know if they are a legitimate business. The customer service rep. on the phone said the business had moved to Billerica, MA. Their phone #: 1-************.

Desired Settlement: I would like my refund of $39 next week. I think 6 weeks is an unacceptable amount of time for a refund to be processed. Thank you. ***** ******** (Also, I would like shipping charges to be refunded as well since they are not being expedient).

Business Response: The business offices are located on Billerica Ave. in Billerica Ma. but the warehouse where the returns are shipped are *** **** *** ************* ** *****. It does state on the back of the invoice to allow 4-6 weeks for exchanges and/or refunds by credit card or check. I see that you received the item on 6/26/15. We are processing at this time returns received  back to us on 7/8/15.

7/22/2015 Delivery Issues | Read Complaint Details
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Complaint: On 5/28/15, I placed an order for 8 items for a total of approximately $430. Within two weeks, I received 7 of the 8 items.On 6/29/15, I emailed customer service to ask about the 8th item and received the following email later that day stating "A request for support has been created and assigned #******. A representative will follow-up with you as soon as possible."Today is 7/13/15 and I haven't heard back from them nor have I received the last item I ordered $49.95. Shouldn't they have contacted me by now and/or offered to cancel the order?I found multiple consumer complaints online with various customer service issues after I placed the order but noticed that no one had reported this company to the BBB.Very poor customer service.

Desired Settlement: I would like the company to contact me as promised and send the merchandise I ordered or refund the purchase price.I feel they also review all of the online complaints and improve their customer service.I am a FREQUENT online shopper and will NEVER patronize ********** again and I will also tell everyone I know about their poor customer service.

Business Response: The order was placed via the internet and your last item ***** is on backorder and expected in any day. We do not charge for the items until they ship we obtain authorization only which drops within 7 days of placing the order if the items do not ship. You will be receiving that item as soon as it becomes available. If for any reason you would lilke to cancel the order please call ************** and any operator could assist you. Sorry for any inconvenience. 

Consumer Response: Better Business Bureau: 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 #******** PROVIDED I RECEIVE THE ITEM IN A TIMELY FASHION AND AM CHARGED APPROPRIATELY.  PLEASE NOTICE THAT THEY DO NOT ADDRESS THE FACT THAT IT TOOK A COMPLAINT TO THE BBB TO GET A RESPONSE TO MY INQUIRIES. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *******

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I was charged 3 different times the amount of $14.95 for something I did not order and clearly contacted business a few times to get fees returned to my bank account and was told it would be reversed but one of the charges they were not able to do because some sort of computer issue. They wanted me to call back because computer issue on 19th June but said money would be returned to my account and they would not take any more money. I called on 23rd June and was told they are having IT issues and it may take longer to receive my money back but they show that I am owed two different refunds at $14.95 and I said no there is a third one. They said they would put that one in for refund as well but again IT problems so not sure when I might get that money. This is over $44 which I need in my account asap, I never authorized for this to be taken and I am single mom living paycheck to paycheck. Business seems to use IT excuse for reasoning not refunding money owed to me the customer who purchased once from their company and will never purchase again. I would appreciate company being contacted to check out their practices of charging customers and then not refunding on something customer NEVER authorized.

Desired Settlement: I would like my money back ASAP in my account and for them not to be able to charge my account again. It was 3 charges at $14.95 never authorized by me and told they are having IT issues each time I contact them as to why I am not receiving money back into my account.

Business Response: When placing your order online you signed up for the ***** ********** VIP program which to accept you must enter your email address and it then states by clicking start savings you agree to the terms of the offer details on the right. It gives all the details which include free shipping and a 10% cash back rebate on your order as well as 5% back rebates at over 1,000 Marketplace retailers such as ******, ******, ****** etc.I see that they have refunded your credit card twice for 14.95 each on 6/23/15 reference numbers *********************** and ************************ I will contact the VIP membership and see that the third charge is also credited.

7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I just received the whatever works catalog. It advertises items for the garden, home, and pest control on the cover. I began looking through the catalog (even picked out a couple of items to purchase) and was appalled when I reached pages 54 and 55 and saw items of a sexual nature (vibrators and massagers).I would have thrown the catalog in the recycling bin had I known what kind of business they really are.They have certainly misrepresented themselves. After all, what do these items have to do with the garden, home, or pest control? I brought my concern to the attention of whatever works by email and requested that they remove my name from their mailing list.

Desired Settlement: I believe that whatever works should not hide these items in the middle of an otherwise enjoyable catalog to view. I suspect that these catalogs go to families with children in the home and feel that this is totally inappropriate material to mail to these homes.

Business Response: I will pass this issue on to management and at this time will make sure your name has been removed from our mailings.Sorry for any inconvenience this might have caused.

7/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: In May I ordered and received a Large tunic. It was too small. I was going to return the Large tunic but didn't have a Return Slip. In June I ordered the same tunic in an X-Large size. I was going to return the Large tunic using the X-Large Return slip. The X-Large tunic had a large blue spot on the back. I returned both tunics on the same Return slip., Both have been received by NorthStyle. Copies of Confirmation below. I have not received any communication after repeatedly contacting them. When I email I get an auto message saying someone will get back to me. Nobody has. When I phone I get an auto answering message. Nobody returns my call. Order Number: ******** Bill To: ***** ****** ***** ******* ****** **** *** ********, ** ***** Returned Products Qty Description Total Status 1 Soft Washed Rayon Tunic Blue Large $44.95 Returned Merchandise Total: $44.95 Shipping & Handling: $8.50 Sales Tax: $0.00 Order Total: $53.45 Here is the second Return Confirmation - Order Number: ******** Bill To: ***** ****** ***** ******* CIR **** *** ********, ** ***** Returned Products Qty Description Total Status 1 Soft Washed Rayon Tunic Blue X Large $44.95 Returned Merchandise Total: $44.95 Shipping & Handling: $8.50 Sales Tax: $0.00 Order Total: $53.45

Desired Settlement: Refund the Large tunic. Exchange the X-Large tunic.

Business Response: Order Number ******** was for a tunic in size L ordered via the internet on 12/11/14 and Order ******** was for an XL tunic ordered via the internet on 3/29/15. We received themboth back and credited on 5/1/15. The credit was posted back to your credit card ending in ****. The reasons on the forms were size so we did not do an exchange. If you would still like the item please call our ###-###-#### and our customer service representative would gladly replace the XL with no shipping.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. The X-Large tunic was not the wrong size. The X-Large tunic was defective. It had a large dark blue stain in the back. Regards, ***** ******  

Business Response: When the credit was done it had size written on the invoice. All we need to know is if you would like us to  make a new order for another XL. We already did the credit for the damaged one.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ******

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Potpourri Group Catalog (PGC) Young Explorers VIP submitted a monthly charge of 14.95 each month since I made one or two purchases. These charges began on or about January of 2015. I noticed the charges again in May and June 2015. I had assumed the first charge was for a purchase. I contacted the PGC about the charges and received an email response that I "acknowledged" a membership fee 30-day trial when I made my first order and if I "didn't cancel there is a 14.95 a month membership fee". I was also told that I had to cancel the "membership" to prevent further charges. I did so. I was not offered a refund. I did not "authorize" these charges. I have disputed each of these transactions. I was not notified when the so called "30-day trial" was about to expire or that I had a "membership." By the way, I am not aware of any benefits that I received from this "membership". I sought information about the company on the internet after this experience, and there are a number of similar complaints/feedback on this practice. Many noted the lack of clarity on this practice when they made their purchases and that their requests for refunds were denied.

Desired Settlement: I am seeking refunds of all monthly charges for PGC Young Explores VIP.

Business Response: This was an offer on the internet when the customer placed her order in November of 2014. All the information is given and to accept you must enter your zip code, email address and check the box that states start saving. I will contact VIP and request that all the billings be refunded.

Consumer Response: Better Business Bureau: 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.  Regards, **** ** *****

6/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I placed an order with them on 4/22/2015, Order Number ********. I received the items, but had to return the items and asked for a refund, as well as an exchange, but have yet to hear anything. I submitted a SUPPORT TICKET (#******) on 5/22/2015 and heard nothing. I sent an email request regarding my support ticket on 5/30/2015 and heard nothing. I called on 6/2/2015 and left a message regarding my order/support ticket and heard nothing. I submitted a 2ND support ticket today, 6/15/2015 (#******), but my guess is I will hear nothing. I would like them to RESPOND TO ME and issue my refunds, as well as my exchanges.

Desired Settlement: I would like them to RESPOND TO ME and issue my refund, as well as my exchanges.

Business Response: We processed the returns for 192.79 as a credit back to the credit card used for the purchase. We tried to process an exchange but the credit card declined. Please call our customer service number ###-###-#### if you have any questions.

6/21/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I have been charged a membership fee of $14.99 per month for,at least, the past two years on one of my charge cards. I just noticed the recurring charge on the May 2015 bill. I called the number on my bill and found out I have been charged for a "discount membership" fee for orders thru this company and several other catalog companies. I have not ordered anything from any of the so called discount companies in at lease three years. I was unaware that I had agreed to this membership. I have been billed at lease $269.00 for nothing. This is a scam. I stopped the charges today 6/04/15.

Desired Settlement: I would like a refund of all of the charges for this discount membership.

Business Response: The membership was accepted when you placed an internet order in 2013. I will contact the VIP program and have them cancel your membership and issue a refund.

6/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I got a confirmation email from my order he saying that I would receive a shipping email shortly. Weeks past and never got the shipping confirmation the Item never showed up. I thought I must've made a mistake in ordering and reorder the same item entering all the information again. Again I got a order confirmation email and this time I took screen shots of it saying the order had been proceeded and I should get a shipping email soon. Again 2 weeks go by nothing! I called customer service and they told me the item was on back order for a while but was in now and I should get it in a week. First of all I was very upset that I was not told when purchasing item that it was on backorder and that it would not be available right away. At this point it's nearly a month past Mother's Day but I said what the heck send it anyways. Now that another week has pasted I see 2 charges on my account from north style. I called to see why they told me I ordered the same item twice. I tried to explain the first time I ordered it I thought I had not gone through since I received no indication that the item was order or being shipped or that it was on back order. She said the company policy is not to contact the customer unless the item will be more then 30 days. It's just under 30 days. But come on 30 days. Anyone who dose online shopping would not see this as acceptable. Irregardless I asked the customer service rep to please cancel one of the orders I obviously do not need two of the same thing. She said the items had been shipped so there was no way to cancel now. Okay I understand that each company has its policies and the employees must follow them. But this would have never happened if they were more organizing communicated with customers. The lady on the phone was rude so now I'm upset and sakes to speak to a manager. Who was also rude, condescending and accuse me of lying. Saying that I knew the item was on back order when I purchased it and also the second time. Which makes no sense at all. They refused to do anything for me were very rude and keep saying "there's nothing we can do if you don't like company policy" I Contacted customer service via email and have had no response.

Desired Settlement: I would like to be contact and have this settled right away. I want a full refund on the second item and an apology for how was treated from 2 customer service representative one being a manager named ****.

Business Response: I will have the calls pulled and address the situation regarding the way you were spoken to. I do apologize. Two shipments were sent and should arrive on Monday the 22nd.I will credit you for one of the orders and please donate the duplicate item to the charity of your choice.

Consumer Response: Better Business Bureau: 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.  Regards, ******* ******

6/18/2015 Delivery Issues | Complaint Details Unavailable
6/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Whatever Works sent us a catalog today which seems to be selling home and garden type products. However, 2 pages are filled with sexually explicit items and videos. My ** year old daughter got the mail, saw this catalog and started looking through it. She brought it to me asking questions - I was SHOCKED! I did not give them the OK to send me a catalog and have never heard of them before. There are no warnings on the cover that it should be read by adults only because they sell things like "The Art of Orgasm" DVDs and "The Climaxer" vibrator. They need to be relegated to the sexually explicit organization bin where they belong so no other minors are exposed to this.

Desired Settlement: I want to be taken off of their mailing list ASAP. I also want them to not be able to just send these catalogs to any random address without the recipient requesting it.

Business Response: I will have your name and address removed from our mailings lists and bring your concerns to management.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  The response from WhateverWorks resolved one of my 2 requests.  They say they will remove my name from their mailing list, but they do not say if they will stop sending these catalogs to people who have not requested them.  Until such time as they agree to that, they will not resolve my issue. Regards, **** **********    

6/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Where is my refund please? This order was returned nearly a month ago!! I've opened Support Tickets with no response, I've written emails with no response, I've returned my items w/copies of the invoices with no response, and I've supplied the tracking # showing it was received. Apparently they make their money by selling your personal information to every catalog you’ve never heard about. As for Customer Service, it’s non-existent…sizing is inconsistent, website is non-cooperative, product quality is questionable, returns are painful…and I paid for expedited shipping and items were either received late or not at all. Tracking Number: ********* Your item was delivered at 9:39 am on May 8, 2015 in ************, MA *****. ORDER # ******** Fri, May 22, 2015 10:51 am - Support Ticket Opened [#******] Sparkling Printed Two-For Cardigan Item # WC917 RD 2X - RETURNED Two-For Cardigan & Paisley Skirt Set Item # WC554 PLGR 22W - RETURNED ORDER # ******** Fri, May 22, 2015 10:51 am - Support Ticket Opened [#******] Waves Print Beaded Cardigan and Tank Set Item # WB728 MIN 3X – RETURNED (Hole/sized wrong) ORDER # ******** Fri, May 22, 2015 10:51 am - Support Ticket Opened [#******] Ponte Skirt Item # WC686 TE 2X Backordered – CANCELLED! Printed Flyaway Two For Top Item # WC233 BKML 2X - RETURNED Americana Ditsy Print Dress Item # WC456 BLM 2X - RETURNED Waves Print Beaded Cardigan and Tank Set Item # WB728 MIN 2X - RETURNED

Desired Settlement: I would like my full refund as quickly as possible!

Business Response: I checked and your returns were processed on 6/7/15. I do apologize that they were not processed when you gave the operator the tracking number. It does state on your invoice that processing an exchange or refund could take 4-6 weeks. If our customer service line is called and a return tracking number is given we will process immediately. Sorry for any confusion.

Consumer Response: Better Business Bureau: 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. The courtesy of a reply is never wasted.  When a company ASSUMES their customer knows and understand their company policies without having the courtesy to respond to simple requests they create more problems. Customer Service is not a dead art and remains a very, extremely, important part of doing business. I have received my refund, but it goes nowherenear undoing the damage created. I will not ever purchase anything from this company again, nor will I recommend them to anyone else I know. I also want my personal information removed from ALL of their mailing lists, immediately. Mymailbox has been stuffed with their catalogs every day lately. My address has been registered on the “do not mail” list for years now and I expect them to honor that list. Regards, ********* *******

6/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I made several purchases from this company in Dec. 2014. I was happy with the purchases. Today I was reviewing my bank statement and this company has been charging me $14.95 a month on my debit card since Dec 2014. When I called the girl said, "oh you signed up to be a vip". No, I did not. I would not pay a mail order company almost $15 a month for the possibility of purchasing from them again. This is a fraudulent use of my debit card and very poor advertising. This is my first time to take such action but I am fed up with companies abusing the hard working public.

Desired Settlement: I expect this company to work it out with my bank in refunding this money

Business Response:

The customer placed an internet order and accepted the VIP program. I will at this time contact the membership program to have a refund issued to the customer.

6/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered product from ********** - around $250 worth of clothing. Nothing fit, or the material was not as explained, so I returned the product. A tracked package with the USPS said that they received it on May 14. It is June 2, and I still have no sign of a refund. After calling them, they said that it takes 3 - 4 weeks for a refund. They couldn't even tell me if they were yet processing the package. This is unacceptable. Like most companies online, they take your money BEFORE product even ships, however, ********** has been the worst at timely refunds. I would expect perhaps up to 5 days, but not 3 - 4 weeks. I would like my full refund for the still new products I returned to them.

Desired Settlement: I would like my refund immediately. Four weeks, and I will incur interest charges on my credit card for balance due.

Business Response:

The return was processed today back to the credit card used to purchase the items.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business  in reference to complaint #********. Finally on June 11, the credit for the amount of the products I returned has appeared on my credit card online account.  I am happy to have finally received this credit nearly a month after the product got in to the hands of the company on May 14. This is not good business practice.  I hope you will take this in to consideration for others who may want to purchase online with this company.  I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** **********

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have emailed customer service multiple times, the first e-mail was sent 20 days ago. Cust. Svc. acknowledges receipt of e-mails with assurances that they will respond asap. I have yet to receive any response other than they have received my e-mails. The e-mails sent were questions about sizing and return policies, unsatisfactory quality issues, change of order questions, status of items on back order, cancellation of items on back order. The lack of response to my questions and issues have led to multiple return shipping costs. I have also not yet seen any refund on returned items, some of which were delivered over 2 weeks ago.

Desired Settlement: Respond to customer service issues, refund for returned items and refund for return shipping cost due mainly to lack of response from customer service.

Business Response: On the website it states that all merchandise is 100% guaranteed. If for any reason you're not satisfied with your product, simply return it for a prompt and courteous exchange, credit, or refund of the merchandise purchase price.The customer did call on the 30th of April stated she would be returning items. On the back of the invoiceit does state please allow 4-6 weeks for exchanges, and or refunds by credit card or check. When the customer called, the operator told her if she had her tracking number for the package returned and the items she returnedwe could process the return sooner. We have not received the tracking number of the return nor the items returned.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Please see attached delivery confirmation of 2 returned packages, third scan of package details will not fit in this form.I was not asked for a tracking number when I called - I had not yet returned anything. The operator explained that a refund would be processed quicker if I returned the items for a refund rather than an exchange for a different size. (These items were received by Northstyle 5/2/15) In addition, the operator indicated that I could save money by signing up for VIP service at no cost for the first month with anytime cancellation - I have cancelled. Northstyle cust svc has yet to reply to any of my e-mails from as far back as 27 days ago. I have been in touch with MA consumer affairs and plan to proceed if Northstyle does not adhere to their policies and fair trade practices.******** ******* 

Business Response: The customer's refund was processed on 5/28/15 for all of the items returned. If the customer signed up for the VIP program she would have gotten a membership packet in the mail with the instructions on how to claim her return postage and her 10% cash back and free shipping. If she has any further questions on the program and how it works the toll free number is ###-###-####.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  My issues have not been resolved - have only received a portion for the items returned and received by Northstyle. They have yet to reply to any e-mails to cust service, they continue to send merchandise that was cancelled due to back order status, no rebate from the VIP program received.Lesson learned - DO NOT shop any brand under the Potpourri Group Inc. (PGI) umbrella. This is not a 'Better Business' Regards, ******** *******  

6/4/2015 Delivery Issues | Read Complaint Details
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Complaint: I ordered a shirt online from this company on May 5, 2015. I never received a order confirmation email however my credit card was charged $58.94 on May 6, 2015 by PGI Northstyle. I have tried to contact the company on two separate occasions and on one occasion I received an email back that a "ticket" had been opened and stated that a representative would follow up with me however I have heard nothing. I have not received my item I ordered and have no order number to even check the status.

Desired Settlement: Refund in the amount of $58.94

Business Response: The order was for a sleevless top which shipped on 5/5/15. If the package was not received I will do a refund. If you wish you can call and reorder the item at your convenience.

Consumer Response: Better Business Bureau: I am requesting refund from the business in the amount of $58.94.  I never received the item, never received order confirmation or even shipping confirmation. When I have received the refunded amount then this issue will be considered resolved in reference to complaint #********.  Regards, **** *****

6/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The company shipped me a pair of shoes that although was advertised as a size 10 domestically really was sized for a european market and was alot smaller. I called and spoke to a representative upon receiving them and was told a refund would be faster than exchange. It has been more than two weeks since my return tracking shows they received this item back and they still have not refunded me. I also faxed them a copy of my receipt for the shipping charges and they have yet to acknowledge receipt or reimburse for those charges either.

Desired Settlement: I would like this company to refund me for the full purchase price of this item, as well as the return shipping charges.

Business Response: I have processed the refund as well as the return postage for the customer.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Regards, ****** *****  

Business Response: We have given the customer the full refund. There is no comments as to why she is still disputing.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  This company is not telling the truth.  They never refunded me a single penny!  Regards, ****** *****  

5/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Country Store which was supposedly shipped March 29, 2015 and billed to my credit card on April 8,2015 in the amount of $122.47 u.s. which included shipping and handling in the amount of $47.50 u.s. This order has not been received as of May 21, 2015, despite me sending 3 emails inquring as it's whereabouts. The only responses I get are robot emails stating a support number and the promise that a representative will follow up shortly. These emails have been going back and forth since May 6, 2015 and not once has there been a response from a human. They have had my money since April 8th and I have nothing. Seems a bit dishonest to me.

Desired Settlement: I want my order and some sort of adjustment on my credit card and most of all an apology.

Business Response:

I do apologize the order shipped on 4/8/15 and I do not know why the package has not arrived. I have given you a refund for the order including shipping and then reshipped the items again without any postage.

Consumer Response: Better Business Bureau:

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. 

Regards,

***** *******

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with this company, but was dissatisfied with the merchandise and returned it at my own expense. I have the tracking number to prove they have recieved it, but to date have heare NOTHING regarding my refund. They keep issuing Support Ticket #******* and state I will be contacted. It is now May 15th with no word at all from them and no refund credited to my charge card. I have written to them several times to no avail. I am being ignored. All I want is my refund.

Desired Settlement: Full refund since I paid for the return myself.

Business Response:

The return was processed on 5/22/15 and the credit was processed back to the ****** **** used for the purchase.

Consumer Response: Better Business Bureau:

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. 

Regards,

***** *****

5/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a single purchase from their "The Pyramid Collection" website. Since then I've called once and sent emails in July 2014, November 2014 and April 2014 requesting to be removed permanently from their catalog mailings. This has not been done. The emails go unanswered.

Desired Settlement: Take me off the mailing list immediately and permanently.

Business Response: Tell us why here...I have forwarded your name and address to our Marketing Department to have you removed from all mailings of our catalogs.

Consumer Response: If I am, in fact, finally removed immediately from the list, it definitely satisfies my request!  It's bad business that I had to get you guys involved in order for them to finally acknowledge and act on this request.Thanks very much for interceding in this matter.  I'm glad the BBB exists.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.   I received yet another catalog from this company today. Regards, ******** *******    

Business Response: We responed to the complaint in April and have sent your name and address to be removed. Our labels are sent in advance to the printer and you will sometimes receive 1 or 2 catalogs before they can be stopped.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I'll accept if they confirm that their request to remove me from the list has actually been taken care of by their marketing department.  I submitted many such requests over many months and it ended up in a black hole. If I receive more than one additional catalog I will also have to reopen this issue.   Regards, ******** *******    

5/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As you can see, I have attempted to request removal of my name via this catalog (Favorites) company since August 2014 & it appears the staff are ignoring my requests. I am requesting your staff to assist me in as far as to rectify this nuisance matter at your earliest convenience. I personally believe I've been more than patient - plus 3 times I've attempted without success! Your most earliest reply will be most appreciated.

Desired Settlement: Remove my name from your mailing list.

Business Response: I have forwarded you name and address to our marketing department to discontinue any further catalog mailings.

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made an order and I tried to cancel it 5 times and they did not have the ability to cancel it so I had to pay for shipping both ways and they said they were putting a note on my order to stop it but they never did. They owe me 25$ in shipping costs. Product_Or_Service: * ******* ******* Order_Number: ********

Desired Settlement: DesiredSettlementID: Refund 25$ in shipping costs and please never send me a catalogue again. This was a very frustrating situation. They did not have the ability to cancel an order at all. I am not doing business with them again.

Business Response: The customer did place an order with our overflow service at which time she placed the order on express delivery. The first operator who she spoke with checking on her order told the customer that it had not been downloaded yet and she would make sure that the order went out express for the customer. She did check on the order and when it appeared in our system she did see that the package went out express not realizing the customer had called back to stop the shipment. She actually sent the package overnight and did not charge the customer express service.
At this time I will credit the customer her regular postage and return postage. We will refund the customer for the items when received. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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.  Regards, ******** ***** ****

5/5/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered dog boots 10/19/2014. My check was cashed 10/28/2014. Have not to this date received the ordered dog boots. I have called numerous times, faxed a letter with copies of the bank statement showing the cancelled check.

Desired Settlement: At this time, I would appreciate the $26.90 that I sent for the dog boots, returned. Thank you, ****** ** *******

Business Response: Tell us why here...I have generated a refund check which will print out on Monday and be put in the mail. I do apologize for any inconvenience.

5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a outfit for them. It was not what I though it would be and wanted to return the items. I told them I would send it back, and wanted a refund. I sent it back, and I never got my refund. They claimed they are small company and they can not refund my money right now. I want my money back as soon as possible.

Desired Settlement: I want my refund.

Business Response: Tell us why here...The customer placed an order on the evening of March 18th. The order shipped on the 23rd of March and was delivered on the 28th of March. Inventory for our company was started on the 26th of March and all processes (shipping returns etc resumed on April 2nd....The customer's pkg was received the week of April 13th and the credit processed on April 20th.               

5/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Potpourri is the name I was given as the main name of a conglomeration of catalog companies. I am not even sure it is the real name. A company at the address given owns many catalog companies including Potpourri, Stitchery, Pyramid, Cuddledown, and more than a dozen others.I have requested many times over almost six montyhs to get off their mailing lists. Not only do they NOT remove me, they continue to add my name to more lists.When I call and ask to get off their mailing list, I have been hung up on, transferred to nonexistent other lines (which then hang up on me), put into a never-ending telephone tree, put into a recording, etc..On the rare occasions someone pretends to find my name and remove me, nothing happens, and when I continue calling they "find" me again -- never having been removed at all -- and nothing ever changes.This company is extremely aggressive with its mailing lists and refuses to remove me. It also adds me to more and more of the overall company lists. No one has given me the real name of the main company though I have asked repeatedly to be given this information.

Desired Settlement: 1. Remove me immediately and permanently from ALL mailing lists for all catalogs.2. Do not release my information to anyone.3. BBB please keep a record of the extremely aggressive, rude and illegal actions of this company regarding privacy issues and mailing lists. Also please find their real name and put a complaint under their actual name which they take great pains to hide. You may have to find them using the address. Thank you.

Business Response: Tell us why here...I will forward your name and address to the marketing department of Potpourrri Group and have them remove you from their mailing lists as well as not to purchase your name and address from any other catalogs.

4/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: see pdf attached

Desired Settlement: see pdf attached

Business Response: Tell us why here..The customer mailed in an order totaling 172.95. She sent in 182.00 for the order. One of the items were no longer available ****** for 68.00 dollars. On 2/18/15 we sent her a refund for 68.00 plus the 9.05 overpayment for a total of 77.05 check *******. The check came back to us with a sticker on the envelope from the post office insufficent address.
The rest of the order shipped out on 2/17/15 and returned to us by the post office for the same reason. The customer did not put a telephone number on her order so we were unable to
contact her. At this time all we need is a complete address to resend out a refund for the cancelled items and reship the order or we can send a full refund if the customer no longer wants the items, but we do need the address to do this.

Consumer Response:

Better Business Bureau:

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 # ********. Please add your rejection comments below. 

Look up my mail order again w/zerox copies & refund/order.

No refund for $68.00/one money order for $85.00 included in envelope #*******. My name was not right, although it was sent correctly. Send me complete refund of $97.00.

Take me off catalog mailing list. No apologies for orders - very dissatisfied.

Regards,

***** ****

 

 

Business Response: Tell us why here...The first check for the cancelled item ******* sent on 2/18/15 and the order that was shipped on 2/17/15 came back to us undeliverable no apartment number.We have now fixed the name and we added the apartment number on before sending the refund check for the returned items. I will reissue a check for the canceled item and postage to the correct name and address.

4/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered some clothing from North Style (under the Potpourri "umbrella"). In both the catalogue and online it clearly stated that if you ordered 2 or more of the solid knit shells you would receive them for $17.95/each. If you only purchased one solid knit shell the price was $19.95/each. I did purchase two of this product, but I was charged $19.95 for each of them, rather than $17.95. I emailed the company on three separate occasions. Each time I received an auto reply that my problem would be addressed the following day but no one ever got back with me to resolve this issue.

Desired Settlement: I wish to receive the $4 dollars I was overcharged either with a credit to my credit card or through refund from a check.

Business Response: Sorry for the inconvenience. Because they were two different colors our computers did not take the sale price. I have applied the credit to the card used at time of purchase.

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.  A credit has been issued to my account.  I don't think they ever would have responded without my filling a complaint with your company.  Thank you!

4/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I puchased items over a month ago, needed to refunded for the item, which is item number ******. I returned the item over three weeks ago and i continue to get the run around. I've been given the same response for over 3 weeks now and that is, that the item has not been processed.In addition, I feel this organization has been very misleading in their advertising when they state hassle free returns, as well as free returns, as they state, but when you call its a different set of terms without the free return. The garment was defective is why i returned the item. Some of the phone staff are not professional/and or have a manner that is not caring and very non chalant. i feel that I'm getting a complete run around. I would like a complete refund along with my shipping cost. As of the date of this email, I have yet to hear from the pyramid collection, which is also known as the potpourri group. I get zero status update and i feel as though I'm being scammed, at this point. Very unprofessional staff. Thank you for your help in this matter. ******* ** ***********

Desired Settlement: Refund immediately, along with shipping costs

Business Response: Tell us why here...To date we have not received the item. We are in the midst of our annual inventory and a credit for the item will be processed as soon as inventory is complete.We did issue a credit back to the credit card used to place the order for the 8.00 shipping charge. Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I have not heard from the company nor did I get my refund Regards, ******* ***********    

Business Response: Tell us why here...To date we still have not received the item...I have processed the credit of 59.95 to your credit card today for your inconvenience.

4/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Christmas gift from ******* ********* in December, 2014. I received the merchandise in good condition. In April, 2015 I started noticing that $14.95 had been debited from my credit union account. I contacted the credit union who identified this company, ******* *********, as the one who debited my account. They instructed me to notify the company and immediately closed my debit card account. I called the number given to me **************. The first time I was hung up on. I called back and spoke to a customer service rep who told me I had signed up for a VIP account when I ordered in December and was sent an email. I told them I signed up for no such thing and had never received any email. I also told her that I wanted my account credited immediately. She said it would be credited within 30 days and when I asked for a confirmation number she said she would send an email. No such email arrived. I checked back in my December emails and there is no such email ever send. Pure and simple, this is fraud. In checking through my credit union account statements back to January 2015, I have had $14.95 debited each month and did not notice it until April. ******* ********* owes me $59.80 worth of fradulent charges that I did not authorize and I want reimbursed for these charges. I want nothing further to do with this company and judging from the website, I am not the only victim of this scam.

Desired Settlement: I would like the $59.80 that was extracted from my credit union account sent to me in the form of a cashier's check. I do not want them to have access to my credit union account at all.

Business Response: Tell us why here...The customer did place an internet order in December of 2014 and signed up for the VIP program. I will contact Favorites VIP and have them cancel the program and refund all monthly charges after the free 30 day trial.

Consumer Response: Better Business Bureau: 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.  Regards, **** ******

4/10/2015 Problems with Product/Service | Complaint Details Unavailable
4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ********** is a catalog or online business selling clothing, accessories, etc. I have ordered items from them but lately returned the items as they do not fit or look good and are no longer appropriate for my age group! They request an email address with orders to send confirmations and tracking info. (I think its required too.)I have been receiving 2 and 3 email ads a day lately from them so I clicked their "unsubscribe" button at the bottom of the email. It takes me to their web page and offers NO way to unsubscribe. A catch-22!! Most other such companies offer an unsubscribe that actually removes my address.I then sent emails to the help email address and others. I received one notice that they had received my email complaint. I have yet to receive any info saying they have removed me from their mailing lists.Can you assist in reaching them and asking that my email address be removed and that they include a working UNSUBSCRIBE option? Thank you for your help.

Desired Settlement: I want my name and address removed from their advertising lists especially the email lists.I want them to include a working UNSUBSCRIBE button on their website and sent emails. The consumer should have the option of removing themselves from this business.

Business Response: Tell us why here...I will forward all of your information to our ecommerce department to have all emails stopped.?

Consumer Response: Better Business Bureau: 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 do not understand what they mean by "Tell us why here?"  My original correspondence explains what they are doing as a business that is not acceptable to me the customer.  I want my name and address removed from their advertising lists especially the email lists.  I want them to include a working UNSUBSCRIBE button on their website and sent emails. The consumer should have the option of removing themselves from this business. I now would like a confirming email from them that they will do these things; removal of me from their list being the most important.  **** ******* *********************  

Business Response: Tell us why here...I sent the email to our ********** department and received the response back that the email address has been deleted. I believe the reason you cannot unsubscribe on line is because you are not in our data base with your email address, meaning you have never placed an order with our company. Your email address was not obtained from any history with ordering from our company.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Sorry, you are wrong.  I have a pink suede jacket right now with a ********** tag on it!!!  The most important thing to focus on is that ********** IS SPAMMING MY EMAIL WITH ADS WEEKLY.  I MUST be in your database somewhere.  Please check again.  I can handle an add once in awhile but you are sending more emails than I receive from family.  Please find a solution as its coming from your system. Regards, ****** ******    

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PLEASE REFER TO BBB COMPLAINT #********, which I filed against the Potpourri Group. The BBB sent me an email asking me if I agreed that the complaint would be resolved on the basis of the message I/BBB received from the Potpourri Group stating that they had sent me a refund of the $53.79 that they owed me; I clicked on the acceptance button BUT attached a Word document in which I stated that my acceptance was conditional upon the Potpourri Group's ACTUALLY sending the refund check to me and upon that check's being valid/negotiable. I felt it was necessary to make this explicit because the Potpourri Group has been extremely dishonorable in their dealings with me about this refund, so I did not trust their claim to have sent me a check. The BBB then sent me an email stating that the complaint was closed, without reference to this attachment (I assume because your system is automatic). However, I am now filing an additional/follow-up complaint because as of today I have NOT received any refund from the Potpourri Group, and when I click on the ***** "tracking number" which they sent to me via email (tracking #*** *** *** *** *** *** ****), this "tracking number" comes up as non-existent/not valid--***** does not recognize any such tracking number. When I click on the Magellan's/Potpourri Group's "order number" link in their email (********), which is also supposed to allow me trace the progress of the purported package, this number also comes up as non-existent/invalid. If the Potpourri Group had actually sent me a check via ***** then I should have received it by now. I have not received it and I cannot check on the supposed status of this purportedly mailed check, either with the Magellan's/Potourri Group's own website or with the website of the courier they claim to have used to send the refund. I therefore must assume at this point that this company has not in fact sent me any refund but has simply claimed to do so in order to influence me to close the BBB complaint and/or to induce the BBB close the matter. THE MATTER IS NOT CLOSED BECAUSE THEY HAVE NOT REFUNDED MY MONEY. I am now even more upset than I was before about the way this company has treated me and I believe the BBB should look into their business practices to see how many other customers have been defrauded by the Potpourri Group. (If they truly cannot afford the $53.79 that they owe me then they should not be doing business). I continue to need my money returned by these people immediately and I continue to hope that you can help me with this. Thank you again.

Desired Settlement: 1) As always, an immediate refund of my money. 2) This company should be penalized and/or investigated for lying to me and to the BBB about whether they sent me a refund by ***** in settlement of the matter. If they still claim to have sent a check to me, they should be required to provide A VALID/FUNCTIONAL LINK ALLOWING ME/BBB TO TRACK THE PROGRESS OF THE PURPORTED REFUND!!!

Business Response: ..A refund check # ******** has been sent to the customer at ***** ****** ** in ******* Ca *****. This check should be received by the customer this week. Refund checks do not
have tracking numbers in our system.

Consumer Response:

[I still have not received the check they have claimed to send, despite the above claim that I would be receiving it this week.  They state above that they do not provide tracking numbers with checks, but they in fact sent me two "confirmation" emails in response to my earlier BBB complaint, in which they stated that they were providing tracking numbers/links to tracking and order numbers; these links took me to the sites in question (i.e., they functioned as links) but once at the sites (Magellan's and *****), I received a message saying that there were no such order/tracking numbers.  Why would Potpourri Group send me these links if they do not ever provide such tracking?  Just to tease me??  And where, oh where, is this (apparently fictional) check they are supposed to have sent?  Tomorrow is Friday, the end of the week in which I was supposed to have gotten this check.  Am I supposed to wait another month for a check that never comes, then to again complain to BBB and start the whole process over again?  Because I cannot believe anything that the Potpourri Group says, I am not willing to agree/close this complaint until I actually have a check from them and it has proven to be valid/negotiable.  Thank you very much.]

 

 

 

Business Response: ..I understand but the check # ******** was generated on the 19th and mailed. We are in Massachusetts so it will take a few days.

4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rec’d check for $69.98 made out to “******** ****” Spoke to ******************. Wrote 2 letters about problem in January and February. They assured that I would receive a check!

Desired Settlement: A check to me “***** ** ***k” for $69.98 not ******** **** - that is not my name and they owe me my refund of $69.98.

Business Response: Tell us why here...I have stopped payment on the check issued in December and reissued a new check which will ship out the end of this week. Sorry for any inconvenience.

Consumer Response: I have still not received a check as promised in their March 11, 2015 response to the BBB for $69.98 made out to “***** * ****”. Please send this check to me to *** ******* ***** ********** ** ***** asap. Regards, ***** ****

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The customer service at this company is terrible. They double charged our CC and offered us a different product then the one offered on their website. Once the product showed up it was not complete, it was missing bowls. When calling back to customer service they ran us around in circles saying that there was nothing they could do and no managers were available. I was on the phone with them for 2 hours and they give excuses like they were not included and they were doing inventory and could not send it.

Desired Settlement: I want a letter and an apology for the worst customer service I ever experienced

Business Response: .I do apologize for the missing bowls. Yes we are doing our annual inventory and this should be completed at the end of this week. As soon as it is complete we will ship the bowls out express to you. I checked for the double authorization. The first authorization was on 02/27/15 when the order was placed. This item was not available at this time so because we did not ship the item we did not bill your credit card and the authorization drops from the bank. We again authorized the credit card on 3/24/15 when we shipped the item on 3/25/15. Again sorry for the confusion. A refund for your shipping was processed back to the credit card used to place the order.

Consumer Response: When the original order placed and charged to my credit card knowing it was on backorder the representative did not advise the customer. The item was a gift and was guaranteed received by the end of March/beginning of April. There was no problem with that according to the customer service representative. Upon receiving the item and proceeding to open the box it was not inspected by the business prior to shipment and items were missing. If the business had inspected the item before shipment there would not have been an issue. Inventory and a delay in having a complete order is not good company policy.  Furthermore the customer service representatives were not versed in the proper care of the customer and a supervisor/manager was requested to resolve the problem. Receiving a credit of the shipping cost does not remedy the problem. Understandably it is a courtesy, but the issue was with the initial order and inspection prior to shipment.    

Business Response: Out items are prepackaged from the vendors we purchase from. They are already boxed and are not opened before shipping. Again I do apologize and the replacement bowls were shipped out yesterday(inventory was completed)express and you should receive them on Friday.

Consumer Response: Better Business Bureau: 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. 

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received my order, and one blouse arrived damaged and dirty. I returned the item for a credit on my card. When I called to inquire when I would receive my credit, I was told it would take 4-6 weeks. That is not acceptable, and I have never heard of a company holding your funds for that long. The item was returned and they received it on 3/26/15, UPS. The order number was ********. Item returned was #WB642 White Peplum Top Size Medium $39.95. I am requesting $3.49 for shipping, total credit $43.48. Thank you for assisting me in this matter.******* ******

Desired Settlement: I would the credit card I used, to be credited ASAP, not 4-6 weeks. Also Customer Service was very rude with me.

Business Response: Tell us why here...This order did not ship until 3/17/15 and was not received by the customer until 3/20/15. If the customer sent the package back after the 20th we started inventory on 3/26/15 and all returns were processed and current. As of yesterday we have resumed normal operations and all returns are being processed daily. I will refund the customer at this time for the damaged item plus her postage.

Consumer Response: Better Business Bureau: 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.  Regards, ******* ******

4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased two ***** Black ******** travel purses for trip to Europe in Sept 2014. Latches on both purses broke, one in NY before leaving U.S., other in Paris upon arrival there. Contacted ******** Customer Service upon return to U.S. On 11/17/2014, ******** C.S. rep "*****" said to return both purses for refund. **** tracking receipt shows package received at ******** 11/19/2014. On 12/09/2014, C.S. rep "*********" took again all information previously given to "*****," acknowledged receipt of defective purses, and promised refund would be sent. Blamed delay on ********'s having been bought by another company. On 12/29/2014, C.S. rep "*******" again took all info previously given to "*****" (11/14/2014)and to "*********" (12/09/2014), and said same things previously said by "*********." Pressed, "*******" said she could not let me speak with her manager ("*******"), but that ******* would immediately forward info to "*****" or "*****" in ********, and if I don't have the refund in 7 - 10 business days, I should call back. On 17 February 2015 I spoke to "*******," who refused to tell me who now owns ********'s. I was transferred to "******," who would not transfer me to a supervisor, but who said she was told by her (unnamed) supervisor that I would receive a refund "by the end of the week." I specifically asked, "Do you mean this week, as by February 20?" She assured me this was the latest I should get my refund. It is now 6 December 2015. I have not gotten a refund yet. Product_Or_Service: Travel purses Order_Number: PO# ************ C#

Desired Settlement: DesiredSettlementID: Refund In the cover letter I sent with the purses, I asked for either repair or refund. In my early telephone conversations, I was told that a refund would be the better option, as it would be faster, and the people with whom I spoke were not sure that the described defect could be repaired. So I would prefer a refund.

Business Response: .We did purchase ********* which was based out of ******** in the later part of 2014. We had to have access to their data base for orders placed previous to our accquiring the company for a refund. We did generate a credit for Mr ****** on February 17th of 2015 (********). I will force out a refund check for the hanging credit of 108.12 and send it out within 48 hours. Sorry for any inconvenience and the delay.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  23 March 2015  Still no refund. 10:18 am ***** ******* have been told that there is a possibility I have not been communicating with a company at all, but with an answering service, whose function is to keep putting me off until I get tired of wasting my time. This from someone who once worked for such an answering service. Does BBB have a wait time for a response from the company? What if the company does not respond to you at all?10:19 am **** Your complaint was sent to the company in *********, MA. They are an Accredited Business with us, and do respond to complaints we send them. It was sent to them on 3/12. We ask for them to respond within 10 days. The whole process usually takes about 30 days. They responded, but with another empty promise:...We did purchase Magellans which was based out of Colorado in the later part of 2014. We had to have access to their data base for orders placed previous to our accquiring the company for a refund. We did generate a credit for Mr ****** on February 17th of 2015 (********). I will force out a refund check for the hanging credit of 108.12 and send it out within 48 hours. Sorry for any inconvenience and the delay.10:18 am ***** ******I have been told that there is a possibility I have not been communicating with a company at all, but with an answering service, whose function is to keep putting me off until I get tired of wasting my time. This from someone who once worked for such an answering service. Does BBB have a wait time for a response from the company? What if the company does not respond to you at all?10:19 am **** Your complaint was sent to the company in *********, MA. They are an Accredited Business with us, and do respond to complaints we send them. It was sent to them on 3/12. We ask for them to respond within 10 days. The whole process usually takes about 30 days.  Regards, ***** * ******    

Business Response: Tell us why here...The refund check number ******* was mailed and you should have this any day. When you call ********* it is our actual call center you reach. As I stated we purchased the catalog ********* and had to wait for all the actual records of customers past history to finalize credits as we did not have the actual orders placed previous to when ********* closed.
At this time we are trying to finalize any items returned that were purchased prior to our acquisition of the catalog, and are at this time sending out a new catalog and updating their website.
If you have any further problems please call my direct line ###-###-####.  Thank you for your patience.

Consumer Response:

Better Business Bureau:

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 # ********. Please add your rejection comments below. 

It is now seven days since Potpourri was going to "force ... within 48 hours"  the refund check that has been promised at least five times since October 19, 2014.

Regards,

***** * ******

 

 

3/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am appalled by this company. I purchased a Christmas gift in December and shame on me for not looking at my bill better, but today I noticed a charge for Feb and March in the amount of $14.95 each month for PGI Favorites. I called the number listed and was told that when I purchased the item at the end of the order it offered 10% cash back and some other things if I take a 30 day free trial. After the trial I could cancel the membership. I knew nothing of this, never saw this. I was told I had to enter my email address as verification. I do that for every site, why would I think it was for a membership. The woman on the phone told me my password was my zip code. I have NEVER and WOULD never use my zip code as a password. I obviously never chose one. As a matter of fact the woman on the phone didn't ask for my password she TOLD me what it was. I would NEVER have known it. I cancelled the program today but I was still charged for 3 months. I do a lot of online ordering and never ever have come across this. I asked if I got my supposed rebate and she said no, and I told her because I knew nothing about it. She said it expired within 60 days so it was too late. Would you not think if I signed up for this for 10% cash back I would have used it???? When I googled this company I saw that it happened to MANY other people. I told the woman this was a scam and she said it wasn't, many people enjoy the benefits. I bought one item from this place for an amount of $26.90, why would I ever sign up for this membership??? I will never ever order from anyone remotely associated with this company. They need to change their procedure so people like myself do not get scammed like this. I don't know how they get away with this with all the complaints I have noticed on google.

Desired Settlement: I would like a refund to my credit card for charges 1/5/15 in amount of 14.95 2/2/14 in amount of 14.95 3/3/15 in amount of 14.95

Business Response: Tell us why here...I will forward all information to VIP for a full refund to be generated.

Consumer Response: Better Business Bureau:

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. 

Regards,

***** *******

3/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have made several attempts to unsubscribe to various E- mails from the numerous publications represented by the Pot Pourri Group. The unsubscribe attempts have been unsuccessful. I have called P P Group 4 times and asked to be removed from ALL E-mails from ALL of their publications. As of today this has not been done.

Desired Settlement: I would like ALL E-mails to stop immediately and I would like an E-mail confirmation from a supervisor or person of authority that my requests have been successfully completed and that ALL E-mails will cease.

Business Response: Tell us why here...I can contact our Web Department but to remove you from these emails I would need to know what email address they are being sent to.

Consumer Response: Better Business Bureau: 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.  Regards, ****** ******

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Was the E-mail  *******************  provided to PP Group to stop all E mails?  Will they reply w/ an E-mail confirmation to me? Thx.Regards, ****** ******  

Business Response: Tell us why here...I have provided the internet marketing department with the email address you provided to be removed from all of our catalog email notifications and offers.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. E mail provided to be removed from their list is *******************   It was provided in the original complaint. Regards, ****** ******  

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Items were ordered in November 2014 from The Country Store. A letter confirming the return of unsatisfactory items was received 12/18/15, notifying us that a refund of $114.97 would be sent. When no refund was received the were called at ###-###-#### on 2/12/15. We were told by "********" that the refund was "canceled wrong in the system" and a new check would be issued. We called again on 2/23/15 and were told the check was sent out 2/17/15 by "****". On 3/3/15 we again contacted them and "*****" told us that the check was sent 2/13/15. She said a supervisor would call us. No supervisor called. On 3/5/15 we called and spoke with "******" and asked to speak with a supervisor. She transferred us to "******" who said she was not a supervisor and that we had to wait 4 weeks for the check to not show up, then we could call "*****" at X511 by 3/12/15. However, on 3/10/15 we received check # ****** for the amount due of $114.97. The check was immediately deposited. On 3/17/15 we noticed that the amount of $114.97 had been withdrawn from our checking account and we were also charged a $10 bank fee. Country Store was immediately called. As we had been given the name of "*****" at X511 to contact if the check had not arrived, we asked for *****. The first person we spoke with (did not get her name) said she did not know if she could transfer us to HER extension, but would transfer us to someone who could. She transferred us to "***", who said that she could not transfer us to ***** because HE was out to lunch. PLEASE NOT THE GENDER CHANGE! We asked for another supervisor and was told that all the supervisors were out to lunch. This was now after 1:30 PM. We asked to have a supervisor call back and no one did. 3/19/15 we received a notice from our bank that Country Store had put a stop payment on the check. We have no idea why they would do this as in one of the conversations they said they had to wait a month after the check was mailed to put a stop payment on it, and we had to notify "*****" that it had been a month. Again, we have the envelope showing it was mailed on 3/5/15 from zip code *****.

Desired Settlement: We want a refund of the $114.97 plus a refund of the $10 bank fee for a total of $124.97.

Business Response: Tell us why here...A new refund check was issued on the 19th and the first refund check had a stop payment put on it. I do apologize. The new refund check #****** has been issued and sent. We are also sending an additional check of 10 dollars as requested which will follow the check for 114.97 that has already shipped.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response will satisfy my issues and/or concerns in reference to complaint #******** IF and only IF they actually send the 2 checks and they are actually depositable. This company has lied so much that I will not consider this closed until their checks have cleared. Regards, ******* *******

3/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB: I returned an item that I purchased from ********** catalog via **** Priority Mail, with tracking (**** tracking number is **** **** **** **** **** **). This was an early purchase of an intended Christmas gift that did not work out. The tracking number when checked online shows that the returned item was delivered on January 26, 2015 at 1:01pm to the address posted for returns on the ********** website. The company has not attempted to dispute having received the returned package, but to date, the company has not refunded my money and has ignored ALL attempts I have made to contact them to request my refund or to resolve this matter. These attempts include: 3 (three) emails which I sent to the company via their website's "contact us" function; 6 (six) telephone calls made to their offices at the customer service number posted on the ********** website, most recently on February 27, 2015 between 4:00pm and 4:30pm (when I spoke for about 30 minutes with a customer service agent who identified himself as *****, Operator 99); and 1 (one) certified letter which I sent on March 6, 2015 to the attention of the ********** Customer Service Manager (the customer service manager was identified by *****/Op. 99 as being named ****, so the letter was sent to ****'s attention). With each contact--email, telephonic and mailed--I provided my name, telephone number and mailing address as well as the tracking number of the returned item and, in the case of the certified letter, photocopies of all receipts and purchase documentation. To date, no one from ********** or the Potpourri Group has bothered to contact me in any way (not email, not phone, not written). They have completely ignored me in every respect. When I have called and spoken to customer service agents (all six times) I have repeatedly been told that ********** was purchased by Potpourri Group and that they were running behind with returns processing, and that consequently they could not see my purchase details on their computer screens but would "pass along" the contents of my request their supervisor(s), who would get back to me. For the first few weeks I was patient and just waited. However, since no one has ever bothered to get back to me, let alone refund my money, I have to assume at this point (almost two months since they received my return) that they have no intention of honoring the refund at all. They now have both the original item and the money I paid for it, and of course I am also out the money I spent to send the item back to them via 2-day Priority Mail, which amounted to $5.95, as well as the further expense of $3.79 that I incurred from sending the certified letter to them, which I felt was my only option when all other communication attempts were ignored. I have retained and can provide copies of all related documents (purchase receipts with the item number, Priority Mail receipt with tracking number and certified mail receipt) if these would be helpful to you in investigating this complaint. It has become clear to me that this company is willing to defraud its customers by keeping returned items and failing to refund people's money; if they are doing this to me then I imagine they must be doing the same thing to other customers as well (I feel especially sorry for any customers who sent back items without a tracking number or other proof of a package's receipt). I am at the end of my rope now in trying to figure out what to do, so I hope that you can help me get this company to refund my money. Because of everything they have put me through, I feel like they should also refund the money I had to spend on the certified letter at a minimum, if not also the shipping fee as a gesture of good faith. But I realize they are probably not legally or contractually obligated to do more than refund my purchase amount for the returned item, which was $50.00, so I would be content with that amount (especially if sent right away). On no account do I want a store credit from them however--they have lost me forever as a customer for obvious reasons--so if they cannot refund my purchasing bank card directly then I want them to send a money order or check for at least $50.00 immediately. They really do also owe me an apology but I don't especially care about that since I don't see any way to repair the customer relationship at this point--I will never feel safe in buying from any of the catalogs run by this Potpourri Group since they do not honor returns and cannot manage minimal customer service practices (e.g., returning a phone call or email). I very much hope that you can help me with this problem because I cannot afford to just throw away the $50.00 that is owed, or even really the extra money or time I have spent on trying to get my refund when that process should have been automatic. Please feel free to contact me by telephone, email or mail if you need anything further from me. Thank you very much!

Desired Settlement: I ABSOLUTELY DO NOT WANT A STORE CREDIT FROM THIS BUSINESS, for reasons explained above (they are not honorable). I would ideally like them to either credit my original purchase card directly or to send a money order because I am not sure I could trust a check from them, but failing that I would like them to send me a check immediately. I have been waiting about two months for this refund already, which is an unacceptable length of time and I really do need the money back. As I stated above, I believe they should also refund the $3.79 that I was forced to spend on the certified letter when this company ignored all my other attempts to communicate with them, in addition to the $50.00 owed for the returned item. If they have any decency (none demonstrated so far) or want to make up for the trouble they have caused me, they ought to also return the $5.95 I spent on shipping the item via the fastest postal method (2-day Priority mail) since clearly speed of mailing was a ridiculous consideration in dealing with this company. But if they immediately send a money order or check in the amount of at least $50.00 (but preferably $53.79) then I will be satisfied. Thank you again.

Business Response: Tell us why here...I have issued a refund in the amount requested 53.79 today.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *******

3/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered from the company only once, and was dissatisfied with the quality of the item. I returned it and a refund was issued relatively quickly. HOWEVER, in December 2014, and in January and February of 2015, a recurring charge of $14.95 appeared on my checking account. When I spoke with customer service, I was told that I had signed up for VIP status, and was charged accordingly. I let them know in crystal-clear terms that I most certainly NOT signed up for VIP status, especially since the one item I'd ever purchased was of unacceptable quality. I made plain that I was prepared to involve my Bank, and the BBB if those charges were not removed from my bank account. SOmetime in late February, the charges did, indeed, disappear from my account.I just happened to check my online bank statement on March 3, 2015 and saw immediately that the $14.95 charge had appeared yet again. I found a website for persons who had had issues with this company, and I read over and over again that Northstyle has lousy customer service, orders are late or not received at all, and most damning, quite a few people were signed up as I was for VIP services and as yet had not had their money refunded. I desire that not only this recurring charge be removed, but that they remove me from their customer database. Because of various hospitalizations, I have all I can do to pay back legitimate debt. I find these trumped up debts very upsetting.

Desired Settlement: As stated previously, I want the latest $14.95 charge refunded, but even more importantly, I want my name removed from their customer data-base. I don't want their catalog, and I don't want to receive any more of these bills for a service that I didn't ask for.

Business Response: Tell us why here...The customer did place an internet order on the 31st of October. She accepted the VIP by entering her email address in the tab provided on the VIP page and clicked on the START SAVINGS icon. I will notify VIP to cancel her membership and refund all monthly fees that she has been charged. I will contact the marketing department and have her name and address removed from our mailing list.

3/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased items on Feb 14, 2015 and need to return an item in the original order number of ********. I have emailed customer service 4 times regarding the return and only receive the standard "someone will contact you within 1 business day". No one contacts me and the customer service phone number immediately goes to hold without anyone answering. The website says to return the invoice in the original package except there was no invoice in the package to start the returns. The website does not let you print up a lost or absent invoice but it does claim 100% satisfaction guaranteed for returns on any item.

Desired Settlement: I want to be able to return the item for a full refund including my original shipping cost. I was wanting to exchange at first but not now after having such difficulties with customer service.

Business Response: Tell us why here...Customer Service | Our GuaranteeWe want you to be pleased with your purchase. If for any reason you're not satisfied with your product, simply return it for a prompt and courteous exchange, credit, or refund of the merchandise purchase price.Please note, personalized items may not be returned unless defective and all products are subject to price change and availability. We are not responsible for typographical or system errorsThis is what is stated on the website and is also on the order form in the center of the catalogs. There is no time frame for returns or exchanges.

Consumer Response: Better Business Bureau: 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 read this on the website and know the policy but that still does not give me a return invoice slip nor does it let me have an communication with the company to actually return the product. If you look on the complaint I stated I had attempted contact with the company via email and phone with no response except a standard "we will respond in 1 business day" which no one did. I want an actual human to email me or call me on how to return this product in order to live up to the companies policy.  Regards, **** *****    

Business Response: Tell us why here...We do not have return labels. Our toll free numbers would reach a live operator 7 days a week 24 hours a day. I do apologize if you were not contacted by email.I will have someone call to discuss any further questions you have regarding your return.

Consumer Response: Better Business Bureau: 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.  Regards, **** *****

3/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint was I sent for 2 sweatshirts for $44.97. Country Store cashed my check. But, I didn’t receive order. They said it was not enough money, so I sent $10.00 more. When I got the sweatshirts, they were too small. I could not get them over my head & shoulders. So I sent them back, costing me more money. Now I have to wait for another month & still have not received my money, nor heard from them.

Desired Settlement: My money back!

Business Response: Tell us why here...We have received the items back and a return was processed on 2/28/15. A refund check for the cost of the sweatshirts was mailed on 3/2/15 check number ****** for 49.98.

Consumer Response: Better Business Bureau: 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. Yes, I finally got my check. The weather was bad, big snow. As I am 83 years old. I find it hard to just walk in the house. But our mailbox is over the hill and I don’t think if we can’t drive down and back, I hardly think I could walk it. Besides this, they were a month to get the check to me.Thank you for all you have done for me.********* ******** 

3/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: (this complaint is against Young Explorers) I contacted the company Jan.30, 2015 - they said they had alot of snow and most of merchandise had set, since the snow. All Christmas returns had backuped. It would be 4 wks., before they could check. My daughter mailed the Walkie Talkies back, since it was her sons gift. (Her address on return package **** *****, **** ********, **********, OH *****.) The tracking number is **********************, and it arrived at Young Explorers Jan.6, 2015. She sent an email to Young Explorers Feb. 16, 2015 and she sent them my email for reply. They send an email back they would reply in 72 hours. I never from them. The Walkie Talkies do not work at all. *I put my daughters address in this report because her name in on the return of the Walkie Talkies. I do not want to cause her a problem if this is posted.

Desired Settlement: I would like a check not credit for $59.90, so my grandson can get his Christmas. I feel they have had enough time to respond.

Business Response: Tell us why here...A refund check # ****** in the amount of 59.90 was generated on 2/27/15. You should be receiving this any day.

3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered three items at Christmas time from the company and was enrolled into what they call the VIP program. I did not select the VIP program. They then start charging $14.95 per month for services such as free shipping, discounts on items, etc. This is after the three items I bought. They are numerous if not thousands of complaints about this very thing online from other consumers. Search Northstyle VIP fraud and you will see. This is the parent company that owns this a numerous other faciltiies making it difficult to to fill a complaint since they name of the site is hidden from the real owners under Potpourri Group, Inc. Once I discoverd the unathorized charged I emailed the company but they demanded I call to cancel the VIP program which I did. They would not refund my $14.95 per month for the last two months. www.northstylevip.com Again, you will see numerous online complaints about the same thing under the name www.northstyle.com VIP fraud. The parent company Potpourri Group, Inc. has approx. 20 other business which I believe have the same program and do the same dishonesty.

Desired Settlement: Refund what was charged for the VIP program which I did not select on the website as others have stated as well. They need to make the VIP program clearer and other precautions taken so the consumer understand they will being charged for something monthly. Why would I be charged for $14.95 for services I do not even use first? For future discounts?

Business Response: Tell us why here...The customer did place an order via the internet and accepted the program at that time. The program is free for the first 30 days. The details tell you how to claim the rebate for free shipping and 10% off the order they just placed as well as 5% rebates on stores such as ******, *******, *** etc. If the customers do not want to continue with the program after the 30 days all they have to do is follow the steps in the information emailed to them when they are signed up or call the toll free number. I will contact the VIP and have his membership cancelled and all fees credited.

Consumer Response: Better Business Bureau: 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.  Regards, ****** ********

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a kit entitled "Shaun The Sheep" (SS00004The Flock) for Christmas. In January I opened the kit and realized the stitching pattern was missing. So I called the Stitchery and they said they would forward my request for one - It would take 2 weeks to find one!!! - and then it would need to be mailed.So I waited. And waited. And waited. I called again this week and was told that the kit is out of stock and it will be another several weeks before I will receive my stitching pattern. (If then????). The man I spoke with did not seem bothered by these circumstances.Stitchery still has my money and I do not have my pattern and now it is months since the order was placed.

Desired Settlement: I would like the stitching pattern - I would also like my money partially refunded, given this inconvenience. Wouldn't it also be nice to receive an apology!

Business Response: Tell us why here...The customer bought a kit containing 2 items. What I have done is refund her now for the entire kit of 44.99 and when the item becomes available we will send her out a whole new kit and charge her for the item at that time. It is due in the end of this month. Your new order number is ********.Sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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 #********. BUT I DO NOT WANT THIS COMPLAINT CLOSED UNLESS AND UNTIL I SEE THE CREDIT ON MY CREDIT CARD STATEMENT    AND     RECEIVE THE PATTERN IN THE MAIL.I HAVE BEEN TOLD BEFORE THAT THE PATTERN WOULD BE MAILED OUT - AND IT WAS NOT!   SO I DO NOT TRUST THEM TO DO IT UNTIL I AM IN RECEIPT OF THE CREDIT AND THE PATTERN.Regards, ***** ****

3/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in April, 2014 I purchase some tee shirts from Catalog Favorites/PGI*FAVORITES VIP they have been charging me 14.95 ever since totaling $134.55. We have called them in the past asking to remove this charge from our account which of course they have no record of. I have no way to prove that I called them, but I want these charges removed from my credit card and would like them to reimburse me. In going on line I have seen this is an on-going problem for people who have ordered from this company. It is a scam that they are making a significant amount of money on. Please advise me what my options are. Thank you in advance for your help in this matter.

Desired Settlement: DesiredSettlementID: Refund I would like a full refund of the $134.55 that Favorites Catalog has been charging me and for it to never show up on my credit card again.

Business Response: Tell us why here...The customer did place an internet order in April of 2014. The VIP program is offered at the end of the order  and to accept the program the customer must enter her email address
in the space provided above the START SAVING Icon which is states is their electronic signature and authorizes Catalog Favorites to charge a monthly fee for the membership starting after the 30 day free trial with the credit card used to place the order. They then must click on the start savings icon to finalize the membership.
I will contact the VIP program and cancel the customer's membership and have fees refunded.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ********

3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted ******* ********** by phone and was informed that I had "signed up for their VIP program in October 2014 when I placed an order". I did not sign up for the program and did not authorize a monthly withdrawal from my bank account. Since November 2014, I have been charged $14.95 monthly. I contacted them and spent nearly 45 minutes on the phone, going through "customer service" and finally speaking with a "supervisor". He did relent, after much arguing, and did send me an email notifying me that I would be refunded the full amount of my past charges ($59.80). The charges should not have been there in the first place. Additionally, I was sent at least five emails regarding a backordered purchase I had made requesting from me a 'cancel/no cancel' reply on this backorder. I replied each time with a "please cancel this item" as instructed and was still sent the item and was charged $69.95. I feel that I repeatedly cancelled this order, in a manner that was requested, and they still took money from my account. When the item arrived, I refused it and was eventually refunded the amount.

Desired Settlement: If customers "sign up" for their "VIP Program", they should be notified, in writing, or at least by email, that they indeed signed up for the "Program". There would be a lot less confusion. Additionally, a monthly email should be sent notifying the customer that their account was charged for their monthly membership. I would also like the store to either change their "Backorder Cancel/No Cancel" policy of asking the customer in an email whether or not they would like their order cancelled, or to actually pay attention to, and acknowledge, the reply emails from their customers. If the company sends an email inquiring whether or not to cancel the Backordered Item, and the customer replies, as instructed, that they DO want to cancel it, the order should, OBVIOUSLY, be cancelled.

Business Response: Tell us why here...When the customer accepts the VIP via the internet an email is sent stating they have been enrolled in the program. The program is free for the first 30 days and the customer at time of acceptance is given the toll free number to cancel the program at any time. It is a monthly fee and is only charged one month at a time after the 30 day trial. If the customer has called VIP to cancel and request membership fees reimbursed a full refund will be issued by VIP. Because customers email change frequently we cannot reach out to them regarding billing on future fees. I will check into the backorder status. We do have customer service for canceling backorders or any other problems with orders on our toll free numbers 7 days a week 24 hours a day.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I most certainly did not receive an email stating I enrolled in anything. I have absolutely no idea what "VIP" is in regards to Pyramid Collection. If someone "enrolls" in that "program", they should know they enrolled. Be more clear. It is not my goal in life to cause issues where there are none. I have enough to do. In this case, however, I did not VOLUNTARILY enroll in anything and I was never notified that I did "enroll".  Regards, ***** *******    

Business Response: Tell us why here...I contacted the VIP and they have cancelled your membership and are refunding all monthly fees incurred. Attached is a copy of the VIP page on the web showing what has to be done to accept the program.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  ...and...? I didn't sign up for this. Are you saying this .png file you forwarded me is the same as back in October? I'm not sure what you're "saying". All I've asked is that the "VIP Program" details be made clear to future customers. Obviously, I won't ever order from you again. I filed my complaint on behalf of future customers so they aren't duped into paying for something they didn't sign up for. Also, my issues regarding "backorders" has not been addressed. Your company is completely lacking in effective and trustworthy customer service. Whether you you have some personal agenda to "get the last word in" or whatever the case may be, isn't my concern. I stated the reasons my complaint was filed. Unless you have addressed my complaints (a program I did not *knowingly* sign up for and the complete ridiculousness of your email backorder notifications), please don't bother me with irrelevant .png files or anything of the sort unless you are explaining your reasoning for the file and how it relates to MY complaint. Regards, ***** *******  

3/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After placing an online order last December using my debit card. Upon receipt, there was a problem with my order, along with a couple of items having been backordered. If "free shipping" was offered, I do not know, but I can say that I paid $12.50 in Shipping and Handing for the order. I called the company and asked what I was being charged for since January 2015, monthly charges of $14.95. I was told by ***** that at the end of my December online order I would have checked a box to enroll in their VIP program that costs $14.95 per month and that I would have had to fill out a form with identifiable information in order for me to be accepted to the VIP program. I can say that I DO NOT enroll in savings programs, coupon programs, or anything else for that matter. ***** told me that she would unsubscribe me from the "savings service", but that I would only be refunded March's payment of $14.95. I told her that I signed up for nothing, I've received nothing (not even the email she said I had been sent "welcoming" me to the VIP program. I told her that I wanted the total of $44.85 refunded from January 2015 for NOTHING, no service, not anything. She told me basically, too bad. I believe that the PotPourri Group takes advantage of people who see only free shipping and do not know they are signing up for a $14.95 monthly charge that they may never use. I consider this unethical and a scam.

Desired Settlement: 1. A refund of $44.85 that I have been billed since January 2015 (three payments of $14.95) for no products, no services, or anything because I never signed up for this program. 2. That this company, when you get somebody on the phone to correct something like this, they stop trying to sell you even more programs and stuff. How unethical. 3. Their customer service learn how to be professional and not ugly to customers.

Business Response: Tell us why here...The customer did place an internet order with our company in December. To enroll in the program an email address must be provided in the space indicated stating it is their electronic signature to all the terms and conditions of the program detailed on the same page. The customers must then click on the icon that states "Start Saving".I will contact the VIP membership and have all monthly charges refunded.

Consumer Response: Better Business Bureau: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, once the refund of $44.85 is received by me.  Regards, ***** *******

3/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I order an item for Christmas and was notified that it would not arrive for Christmas at which time I canceled the order. The first week in January I received notification item had been shipped at which time I contacted the company explaining that I had canceled. They informed me that once the product arrived I would need to ship it back and only then would my account be credited the amount charged. I was also told that I would be reimbursed for cost of shipping. **** tracking showed that package was returned/received on January 15. I waited 5 working days with no credit so again contacted Young Explorers. Long story short 7 phone calls two e-mails and each time I am given new excuses or steps I must take I am still waiting for reimbursement of $22.80 for the cost of shipping to return. The last conversation I had with a representative I was told to fax a copy of **** receipt -- I sent two. Still waiting for credit to my account.

Desired Settlement: I want $22.80 credited to the same account that the product cost was deducted from. They have the account info -- they've used it on three occasions and it in their records. I'd like to be paid for the time it's taken to deal with this but hey I'll settle for what I shouldn't have had to pay to start with.

Business Response: Tell us why here...A credit of 22.80 has been applied to the credit card used to place the order. I am sorry for any inconvenience.

Consumer Response: Better Business Bureau: 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.  Regards, **** ******

3/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 11/19/14 gave the lady a visa gift card # ending in**** for $100.00 to use for part of my order then gave her my credit # ending *******, also I sent a letter to the company with a copy of my bank statement no one has returned by emails or request to call me. My order number is ********.I was upset so I returned the dress and scarf which they gave me credit, I had to keep the coat because I wore it already. I have a new credit card # the one ending in 2317 was hacked into by someone, I would prefer a check.When I contacted customer service her name was Gail she told me that she could see on my account the 100.00 gift card was used and then I was charged 100.00 and 167.85 respectively

Desired Settlement: A check for $100.00

Business Response: Tell us why here...I do apologize but the gift card was never charged for the $100.00. The credit card ending in **** was charged the total amount....
On  11/20/14 it was charged 167.85 reference number *********************** and 100.00 reference # ***********************. I contacted the bank and the card ending in**** was never charged. The refund of the items returned was also credited back to the card ending in ****.

Consumer Response: Better Business Bureau: 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.  Regards, ***** ******

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There are multiple issues: 1- I ordered multiple items from the company in December 2- one of these items is the "feathered paint horse hoodie", which I ordered in Adult small for my *** year old daughter. This item was too small when received. The sleeves were too short for my daughters arms, who is slightly less than 5' tall and about 90 lbs. 3- I called back in the saddle and spoke with a gentleman. He recommmended that I place a new order for a medium size and process the original order as a return. I did this, placing the new order January 3 and promptly placing the small sweatshirt back in the original packaging to be returned. I shipped it immediately. 4- On January 27, I contacted the company because I had not received the new order or the refund from the second order. 5- on February 17, I finally received a response to my email on January 27, telling me their records show they shipped the item and it was delivered on February 7. 6- in the meantime, I had contacted the company by phone and was told that refunds take 4-6 weeks. The company states on their website that they do returns "promptly". 4-6 weeks is not prompt. 7- the item which was delivered on February 7 for fine, but the zipper was defective. 8- I did not want to deal with the company any further, but called today, Feb 24 to inquire about the refund I have not received and the defective zipper. I spoke with two people. They said they could not do anything with the refund and they showed no record of any of it. Regarding the defective sweatshirt, she suggested I return/exchange it. I said I did not want to go through another 4-6 week wait to get my money back or receive a new sweatshirt (the first order took a long time to receive as well). When I asked to escalate the situation, I was put on hold and subsequently hung up on. The first persons name was ***** and the second was ******. 9- I would like to receive the amount of the two sweatshirts back: $44.95 each plus tax, so approximately $95.

Desired Settlement: I would like to be refunded for both sweatshirts, which were $44.95 each, plus the tax paid. (Approx $95)

Business Response: Tell us why here...I have done the return for both of the shirts. The size medium was on backorder when you placed the order and I do apologize that the zipper would not work. At the holiday season it can sometimes take(as stated on the back of the invoice) 4-6 weeks for the return process. The credit will appear on the credit card used to place the order. There is no sales tax on clothing.

Consumer Response: I have received the refund for both of the purchased sweatshirts, and will accept this as a response that satisfies my complaint, with the clarification that this is a REFUND and is not contingent on the return of any further product or any further action on my part.  I am stating this clearly here since your email references that you "processed the returns".  I will keep both refunds for $44.95 (for a total of $90.90)  as well as the sweatshirt with the zipper that does not work. 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 #********, with the clarifying statement noted above. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would also appreciate if PGI would remove my name and address from their mailing lists. Regards, ****** ********

3/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from Expressions Catalog about 8 months ago. I recently went through my charge card statements, and noticed that a company called VIPExpressions was taking out $14.95 from my account every months for about 7 months. I started searching to find out out who they were. When I found out the number to call...a person said that I had signed up for a VIP Membership. I did not sign up for this. They tell me it was free for 30 days and then they take the money out. The only thing I can figure out is that if you order from Expressions catalog, be prepared to get ripped off. I called both VIP and Expressions Catalog. Both refused to refund me my money.

Desired Settlement: They took a total of $104.65 out over a period of 7 months at $14.95 a month.

Business Response: Tell us why here...The customer placed an internet order in August of 2014. The VIP offer is extended to the customer after the order is placed. It states "To claim your 10% cash back and free shipping on today's order simply provide youremail address below and click start saving to join. By entering the email address above as your electronic signature clicking START SAVING below you agree to the offer details on the righty and authorize Expressions to charge a monthly membership fee to the credit card used on the order placed."The customer would have also gotten an email confirmation when she signed up for the VIP.I will contact VIP and cancel the membership and have the membership fees reimbursed.

Consumer Response: Better Business Bureau: 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.  Regards, ****** ********

3/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased items from Catalog Favorites in November 2014, and they have helped themselves to my VISA account in the amount of $14.95 in December 2014, January 2015, and February, 2015. I sent them emails about this and even though I received an email in return each time saying that someone would contact me within 24 hours there was no contact. I called them today and was told they had signed me up for their VIP service for $14.95 per month and because I did not answer their email and cancel within a 30-day period, that meant they could pilfer my VISA account. The charge on my credit card is labeled "PGI*Favorites VIP." I asked what service was supposed to be provided and was told I would receive a 5% discount and free shipping on online purchases. An awful lot of product would have to be purchased each month for this amount to be any kind of a benefit. I was told today that they would not refund the previous charges and that they have an email they say they sent me in their records saying I did not rescind this VIP program within 30 days and that allows them to pilfer my credit card account for $14.95 every month. I think it is fraud for them to set it up so they just help themselves to peoples' credit card. I looked around the Web and I see that many others have this same complaint against this company. Even the purchase of a single item automatically signs a customer for this. I believe it is fraud because I was automatically signed up for it by purchasing a product. The laws in ************* must allow such shady business tactics to continue because of the number of complaints I found on the Web against this company.

Desired Settlement: I would like Catalog Favorites, PGI*Favorites VIP, or what ever other name they go by in ************* to remove the charges of $14.95 for December 2014 and January 2015 from my VISA account for a total removal of $29.90. I would like for them to be restrained by the State of ************* to refrain from such a fraudulent method of business transactions that results in the pilfering of other peoples' credit cards.

Business Response: Tell us why here...The customer did place an internet order with our company and at the end of the order there is an offer for the VIP membership. To enroll in this membership you must enter your email address and click on the start savings icon. It states that your email address is your electronic signature and by entering the address and clicking on start saving you have agreed to the terms and conditions of the program which are stated and listed on the right. An email is also sent verifying that the customer has joined the program.I will contact the VIP and have your membership canceled. The first 30 days are free so the billing would have been from the 20th of December. All charges will be refunded.

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 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. The Porpouri Group said they would refund the money taken from my VISA account from December 20, 2014.  It would have been nice if they had responded to my emails within the 24 hours they said I would hear from them instead of ignoring my emails and continuing to extract money from my account making me call the BBB for recourse.  Thank you BBB!  I appreciate ******* at the BBB in my area for pointing me in your direction. Regards, ****** ******

3/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/2/14 I ordered, by phone from a catalogue, an item called “Unforgettable Baseball”. On or around 12/19/14 I still had not received the item so I called the company. I spoke to a Specialist who, I was told, is one step up from a Customer Service Representative. (She, I was told later, is a Specialist, one step up from Customer Service.) I was told the item was on back-order and I may receive it by the New Year. She also said a letter was sent to me stating the item was on back-order. I informed her that I never received a letter from Potpourri. Also, this was a gift for a friend’s birthday on 12/26/14. Because of how Potpourri handled this order my friend never received his birthday gift. It is now 1/6/15 and I still do not have the item. Also, because of how they handled this order and that they told me originally that I would receive the item in 5-7 days and I never received it, I told them to not send me any more catalogues. Because the Specialist (I believe her name is ******* - ID#***) was so blase about the situation I told her I was reporting this to the Better Business Bureau. Her response to me was, “If you feel this is something you must do then, by all means do it.” I am still waiting for the item I ordered on 12/02/14. Also, I called again on 1/4/15 and I was told the item was still on back-order and I asked if it was noted that I no longer want the catalogue and that I was reporting this to the BBB. I was informed that the information was not on their computer. My friend is still waiting for his birthday gift. I believe I’ve ordered from this company once before and had this same issue. Most items advertised are on back-order and there is very little that is not back-ordered in their catalogue. I think this may be against some laws. I don’t know if you would handle the breaking of these laws or if I need to write someone else. Please let me know. P.S. As of 1/12/15 Potpourri stated the item is back-ordered to the 2nd to last week of February 2015.

Desired Settlement: I would like the item, “Unforgettable Baseball” to be shipped to me immediately. I would also like an investigation to begin regarding false advertisement of expected delivery of many items in their catalog.

Business Response: Tell us why here...The customer did place an order for the unforgettable baseball. The item was on backorder and a backorder card was mailed on 12/29/14 and 1/27/15 stating the item was still on backorder. The item came in and was shipped on 02/05/15 and delivered on 2/07/15. We removed all shipping charges for the customer's inconvenience.

3/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: First of all, I do not have hi-tech equipment such as a computer, e-mail, etc. I mailed an order for 1 black dress, small. Item no. ND-393 for $69.95 plus shipping, on October 22, 2014. Per my attached letter copy, you will note I called the company **********, PO Box ****, **********, MA ********** the later part of November, 2014 and inquired about my order. They said call back later as they did not have a record of my order. I waited a couple of weeks, called back and was told the same thing. Then I received my bank statement and my check for $80.45 (69.95 + shipping) payable to North Style had been cashed on October 27, 2014 and of course deducted from my checking account balance. I called North Style as soon as I received my bank statement and spoke with ****. She asked me to fax a copy of the cancelled check. I called **** ** ******* and was told it was not their policy to fax such information for security reasons, but they would send me a photocopy of the cancelled check. I mailed the photocopy of the cancelled check to *****’s attention in Customer Relations at North Style. To date, I have not had the courtesy of any reply whatsoever from **********. I also wrote a letter to ********** and sent it to the attention of the store manager, but still no reply. Their profit is inflated by $80.45, while I am out $80.45!

Desired Settlement: I am requesting a refund in the amount of $80.45 to close this complaint. Many thanks for your attention to my complaint against North Style for non-delivery! Very truly yours ***** ** ***********

Business Response: Tell us why here...We will process the order and express the item out to you.

Consumer Response: Better Business Bureau: Re: Complaint No. ********Today 2/23/2015, I received the black dress from North Style, which was the subject of my complaint and I am pleased with the dress! Many thanks for your assistance in bringing my complaint to a happy ending ! * *

2/24/2015 Problems with Product/Service | Complaint Details Unavailable
2/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 11/4/14 ordered (5) items from this company. They acknowledged my mailing address and that all items were in-stock. 11/6/14 and 11/11/14 I had contact with the company regarding their request to ship to an alternate address. On 11/11/14 I requested to be removed from all email and mailing lists (with a Customer Service Rep). 11/12/14 I received email stating (3) items shipped in a single package. 11/12/14 I sent company an email following up on the phone call (from them) as well as a complaint- auto reply received from company however; no correspondence which addressed my complaint. 11/18/14 only (1) item received. 11/20/14 I received emailing stating (1) additional item shipped- this was received. 11/20/14 I contacted company via ************** about the missing items from the first shipment and (1) missing item that was apparently never shipped. They said (1) item had shipped- and I agreed to accept this item. At that time I requested to cancel all remaining items from the order. In essence, cancelling (3) items not received. 11/24/14 I sent an email requesting a new itemization of my charges as my credit card had now been billed twice. I received an auto response acknowledging my email but none of the requested information. At that time I tried to dispute the transactions with my credit card company but ran into difficulty when I couldn't provide an itemized list for the items received and cancelled. 12/04/15 and 12/05/15 I received an email stating they were still going to ship an item that I cancelled. 12/05/15 I replied per the emails' instruction to "cancel this order immediately". On (2) occasions after that, and I will have to get the dates my cell provider, I received calls from a number in Arizona claiming to be the party shipping the item. I told the woman that this order had been cancelled several times in November/December and she stated it would not ship. 02/02/15 and 02/03/15 I received additional email that they were going to ship (1) of the previously cancelled items. On 02/05/15 they charged my credit card (before I could respond to the email). On 02/10/15 I filed a dispute with my credit card company.

Desired Settlement: 1) Credit for billing my card with an item which was cancelled, in numerous ways, on several occasions. 2) Assurance that this will be the end of their attempts to bill my card for cancelled items. 3) Itemized statement which shows the (2) items I received and the cost associated with them. 4) Immediate removal of my name from all marketing lists as well as assurances that they will not sell or share my information with third parties going forward.

Business Response: Tell us why here...This was an item shipped from a seperate vendor who will not ship to a PO BOX. Because you placed your order via the internet we had to contact you for a physical address before the vendor would ship the item. When we did get the physical address they shipped immediately and we were unable to stop the shipment when you requested.I have given you a refund for the ornament that was shipped. I apologize for any inconvenience.

2/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 22nd 2014 I placed an order for 4 horse canvas prints. Three of these prints arrived in a timely manner and in perfect condition. I then received an email from the company informing me that the last print was in high demand, and therefore, would be back ordered and sent to me within 30 days. By the end of December, I had not received anything. By the end of January, I had still not received the final canvas. Since the beginning of February, I decided that I had been patient enough and sent multiple emails to Customer Service enquiring about the status of my order. I have had ZERO feedback from them.

Desired Settlement: My account has been charged for 4 canvases, and therefore, I would very much appreciate either, the completion of my order or, a full refund of the 4th print.

Business Response: Tell us why here...The total of the 3 prints were charged on 11/28/14. The 4th print was on backorder but we did not charge you until it shipped which was 01/23/15 and arrived at the APOaddress in New Jersey on 01/29/15.

2/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After placing an order in September 2014, which I paid by credit card, I began receiving charges of $14.95/month for NorthStyle VIP. I did not enroll in any VIP Club with this company. On their website, I see many other complaints of this same nature. Interestingly, NorthStyle indicates that it is a BBB accredited business in its website.

Desired Settlement: I have been charged $14.95 for 5 months. I want the entire amount, $74.75 refunded.Thank you!

Business Response: Tell us why here...There is an offer for a VIP program after placing an order via the internet with our company. It states all the terms and conditions and explains to you that it is free for the first 30 days and if you do not call to cancel after the 30 days it will automatically charge the credit card used 14.95 a month for the membership until you call to cancel. It also gives the toll free number to cancel. To accept the membership you must enter your email address in the space provided and click on the start savings button. After you have accepted it also sends a confirmation email to the address given stating you have accepted the program. I will cancel the membership for you at this time and refund the money deducted for the months charged.

Consumer Response: Better Business Bureau: 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 #********, as long as the reimbursement is for all months charged. I never enrolled for this, so either the company is scamming customers or someone is hacking them. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *********

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned an item that I bought online from Young Explorers and have not received a refund. I e-mailed the company twice and have not received a response to address the problem.

Desired Settlement: I want to find out the status of the return I made in December and get the money owed.

Business Response: Tell us why here...I have done the return on the item and it has been credited to your credit card.

Consumer Response: Better Business Bureau: 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 #********. Please add your rejection comments below. The problem is that I don't see the refund on my credit card. I need a response to the e-mails that I sent to determine the date and credit card that you feel you credited the return to. There are two returns I made. I believe you are thinking of the wrong one. We cannot discuss the details in this forum so I would appreciate someone communicating with me through the methods you have established and which I have used. I sent two e-mails, received automated responses that you would respond in a day and then never heard from you again to address my questions.  Regards, ****** *********  

Business Response: Tell us why here...As you requested we did the return of the laser tag for 49.95 on 2/17/15 bank reference number ***********************.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *********

2/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After ordering some shirts, I clicked on a free shipping service that did not indicate a monthly charge for the service. Once the charge was observed on my ******** ******* card, I called the company and asked that the service be immediately discontinued and the charge removed (February 5, 2015). The customer service person told me that they would remove the charge but it has continued on my **** account. I have also started a dispute about the charge through ******** *******. I believe that the PotPourri Group takes advantage of people who see only free shipping and do not know they are signing up for a $14.95 monthly charge that they may never use. I consider this unethical and a scam.

Desired Settlement: I want a credit for the amount charged and complete removal of any further "VIP service." I will not deal with this company ever again and I will warn others to avoid them.

Business Response: Tell us why here...The customer did call and cancel her membership which will generate a refund to her credit card. I have also attached a copy of the offer where it does state all the terms of the offer.It does state the offer is free for 30 days and if you do not call to cancel the membership is extended for 14.95 a month to the credit card used.

Consumer Response: Better Business Bureau: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. However, the business does not clearly specify the terms of "free shipping" and misleads consumers.  This leads to unwanted charges to elderly shoppers who may not check their accounts.  The only reason I caught the charge was my alerts to any new charge on ****.  And, I also recognize what charges I chose willingly. Regards, **** *****

2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered A couch throw in late January and cannot get someone to tell me delivery status other than (in process) One person said they are waiting for check to clear and it has I have proof of that. Cannot get a human being to talk very readily to me on the problem. Are these people going belly up or what. Can you helpSincerely ** *******

Desired Settlement: Get me the product I ordered in a normal amount of time or at least tell me what is the hold up

Business Response: Tell us why here...A mail order was sent to our company and received on 2/03/15. The mail order was entered and sent to the warehouse where it takes approximately 3 business days to process. We are in the Northeast and have had numerous snow storms in which we have had state of emergencys  and Fed ex did not do pickups or deliveries. This item is being shipped to
you and should arrive by the beginning of next week.

Consumer Response: Better Business Bureau: 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.  Regards, **** *******

2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have ordered from this company several times. Looking at my checking account statement, I see that there is a recurring charge of $14.95 a month but I do not have a clue of why. I emailed the company last week and received back a general notice that they will respond in 1 business day. Of course, I never heard a thing. Wrote several more times, received the same general email back with no response. I requested that my account be refunded the monthly amount that was taken from my account. No response. Wrote that I was going to contact the better business bureau and post to social media my complaint. Nothing. I look on the Facebook page of this company and see many ongoing complaints about the same kind of issues I am having. You would think they would be embarrassed by this. I went to my bank and this has been taken care of for future withdrawals but I would like to be reimbursed for the past 3 or 4 months.

Business Response: Tell us why here...When placing an internet order on 10/7/14 you signed up for a VIP program. The first 30 days were free and as stated if you did not cancel within the first 30 days a monthly fee of 14.95 is charged. I will contact the VIP membership program and cancel your membership and have them refund your credit card for the months charged.

Consumer Response: Better Business Bureau: 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.  I noted on Back in the Saddle's Facebook page (since removed) there were others commenting on the recurring amount being taken out of their accounts.  Sure, I want to be in the VIP but did not realize the cost of belonging to it.  It is in small print and something one would not like for.  I still will never, ever order from Back in the Saddle again but am thankful for the action taken on their part.  I would like to have the reimbursement sent to my home address as I have canceled the card that the monies were coming out of.   Regards, **** ******

2/12/2015 Delivery Issues
2/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/19/14 I ordered the table. Dec. 10, I called to find out when I would receive my table. I was told the order had been cancelled and the check was in the mail. I still wanted the table so I gave ***** my AMEX card, he said it would come in express mail, which it did. However today is Jan. 17, 15 and I still do not have the refund check. (because they cashed my original check and charged my Amex card, I paid for the table twice). This could have all been avoided if they had called me and told me there was a problem with the original order.

Desired Settlement: I just want my $48.96 sent to me.

Business Response: Tell us why here...A check for 48.96 (check number ********) was generated on 01/23/15. If you do not receive this check by the end of this week please let us know and we will put a stop payment on it and reissue a new check.

Consumer Response: Better Business Bureau: 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.  I received the check in the mail today. BBB, thanks for all your help. Regards, ******** ****

2/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I got a fraud alert from my credit card company. Someone tried to use my credit card but it was declined. I e-mailed the company twice to get the information about the order and ship to and got no response at all. I want to file a report with the credit card company so they can investigate how my number almost got used but this company refuses to even acknowledge my request. I can't see that there is any "Company/customer confidentiality" privilege.

Desired Settlement: Get the information I requested.

Business Response: Tell us why here...The customer needs to dispute the charges with their credit card company. All the needed information would be given to us and we then give all details to the credit card provider.

2/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 12/23/14 I ordered a floor mat as a gift for a family member. This was a personalized item that should have read "Park Your Boots Here, The (family name)". The floor mat that was sent to my family member read "Park You Boots Here, The (family name)". I confirmed the order I placed had the correct spelling. On 1/5, 1/6, and 1/23 I reached out to the company via their website and requested that a replacement product with correct spelling be sent out immediately. Despite the website indicating that they respond within 24 hours, I have not received 1 response from anyone.

Desired Settlement: I would like a replacement sent to the gift recipient immediately and a refund for my cost.

Business Response: Tell us why here...We will contact the vendor and have a new one sent out immediately.

Consumer Response: Better Business Bureau: 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 #********. Please add your rejection comments below. I am not comfortable closing out this request until the business has provided the correct replacement product and provided me with a refund. I have received no response from the company directly and would like confirmation prior to closing the complaint.  Regards, ***** *****  

Business Response: Tell us why here...We contacted the vendor and got a response from them on 01/28/15 that states they are sending out a replacement.

Consumer Response: Better Business Bureau: 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.  Regards, ***** *****

2/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 12/10/14, I placed an online order with the company & used my credit card. They immediately put a temp. hold on my card in the full amount of the order $268.75. A week or so later, 2 of the items shipped with no explanation of the back-order status of the remaining 2 items. However my credit card still had the original temp authorization of $268.75 being held which tied up my credit card. After several attempts at calling them, requesting this hold be released, I was told each time, the hold would be removed. The hold was never removed & now I had the charges placed on my card for the 2 items plus the temp authorization still in place. I again called & spoke to customer service & complained & spoke with a CSR named ****, who told me that it was not right that the hold should still be in place. She asked for the credit card company's fax # & stated she would contact them immediately & request this entire hold be removed. She said this would take place immediately. Today the hold is still there & has my credit card tied up for the temp authorization of $268.75 plus the charges for the 3 items which have shipped. I again called & informed them that if this was not immediately corrected, I would file a complaint with the BBB.

Desired Settlement: I demand that the temp hold of $268.75 be removed from my Wells Fargo credit card & that the last item which has not yet shipped & still on back-order be cancelled.

Business Response: The only charges we have processed is one for 139.90 and 49.95. Any authorization holds per your bank should be no more than 7 days. I do see where on the 11th an authorization hold  was cancelled by us. If you have any authorizations still pending please have your bank call us and we can speak with them.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. This is an outright falsehood. I talked with **** (CSR) yesterday at your company & she agreed that there was still a temporary authorization of $269.75 showing against our C/C, however she told me there should not be & that this was an error on your company's fault. She told me that she would have to submit a request to our credit card company via fax to have them remove the temporary authorization. She requested their fax # from me & said she had already spoken to her supervisor & this would be resolved within the hour. The hold is still on our credit card & we have contacted our credit card company & they have advised us that you have done nothing to authorize them to remove this hold. And they said that you have both their CSR # as well as fax # & that you needed to contact them. Regards, **** ********    

Business Response: The customer placed two internet orders on 12/10/14. One of the orders had postaged bringing the total to 268.75  (********) the other order without postage (********) had a total of 249.80. When these internet orders were placed two authorizations were created. The customer called to cancel the one with the postage ******** which we did. The other order ******** we charged 139.90 on 12/11/14,  49.95 on 12/19/14 and 59.95 on 12/30/14 for a total charge of 249.80. The bank drops any authorizations where a charge has not been posted to that order after 7 days. Order ******** has not had any activity from us since we cancelled the order on 12/10/14. If the bank wishes to contact us please have them call our toll free number and a customer service representative will assist them in any way necessary.

Consumer Response: Better Business Bureau: 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 # ********.  As the merchant states, there have been no activity against the $265.71 temp authorization. However, I will state again for the 3rd time, that authorization has been on my credit card since the initial order was **de on 12/10. Per my credit card company, the merchant must reference that temp authorization each time part of that order ships. That would allow that authorization to be reduced by the $ amount of the shipment. However, the merchant's system did not reference that authorization number after any of those shipments & the result is that none of that original authorization has been removed. My credit card as of today (12/30) still shows a temp authorization/hold of $265.71, which is tying up the available balance on my account. And that is in addition to the (3) charges they have **de to my card that they are referencing. When you add those (3) charges + the $265.71 authorization, my credit card's available credit is reduced by over $500, which is the total of the charges + the authorization. The credit card company states it is the responsibility of the merchant to contact them & I have requested they do that 4 different times. The credit card company states that if they do so giving them authority to remove that authorization, they will gladly do so. But the merchant must contact my credit card company, not the other way around! And finally, the merchant is stating in this response that they have **de a final charge to my credit card today (12/30) & that the final item of my order shipped. This is the item that I specifically requested they cancel over 7 days ago in order to help get this transaction completed. They did not respond & obviously ignored my request just like they have ignored every request I have **de of them since beginning this fiasco. I demand that the merchant contact Wells Fargo Merchant Services (of which they have the phone number because they asked me for it) & authorize them to remove the $265.71 temp authorization. That & only that will resolve this situation. I have advised the merchant under a separate **iling that if this is not done & they do not comply with my wishes, I will contact the office of consumer affairs in the state of ** & file a formal complaint! Regards, **** ********    

Consumer Response: The temporary hold was finally lifted; my biggest problem with this company was the fact that they have been the only company I have ever dealt with who placed a hold on a card long after all items were shipped. And on top of that, they refused to ever communicate with us in answering our concerns/questions. Had they done so, this whole issue would have never arisen to a formal complaint level. But I’m aware your concern is to release & close the complaint, so yes, they have lifted the hold. Better Business Bureau: 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.  Regards, **** ********

2/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a Christmas gift on Dec 7th and during the time we were completing the order, their system went from IN STOCK to COMING SOON. ORDER NUMBER:Order Date:Dec-07-2014 We found out on Dec 26 the gift had never been delivered to our granddaughter in Ohio and her mother was never contacted about anything, even though the mother's Ohio contact info was included in the order. (We are in AZ) I called 3 times beginning on 12.26 and sent six emails over the next week with this message "It is frustrating at best to call your customer service number. I finally was advised after a 2nd ten minute on hold wait that the order placed on 12.7 for our granddaughter's Christmas gift that was to be in stock 'shortly' arrived at the warehouse on 12.23. I tried to explain the Silver was listed as IN STOCK when we were filling out the order, but it switched to DUE IN STOCK SHORTLY when we completed the form. *** said we MUST BE WRONG. (Of course, she must be correct!) I asked *** (supervisor?) if she could call and apologize, but she could or would not. You charged me $6.95 for shipping and it will not even still go until next week. WHAT POOR CUSTOMER SERVICE.... ****** at least apologized, while the 1st agent hung up on me. I think a Better Business Bureau communication is in order. We never received more than their automated system responses promising a response in 1 business day. Here is their sample response received 6 times, but never followed up on. On Mon, Dec 29, 2014 at 11:24 AM, Young Explorers ;wrote: Thank you for contacting Young Explorers. Your email has been received and will be addressed within one business day. The item was delivered in early January, with no apology or explanation to us or the recipient.

Desired Settlement: The item was delivered in early January, with no apology or explanation to us or the recipient.

Business Response: Tell us why here..I do apologize but the item you ordered via the internet was out of stock since the 3rd of December. It did state this on the internet. We get a date from the vendor when to expect the item delivered but sometimes changes due to shipment issues. We received the item on December 23rd and shipped the item out on December 24th. If items are on back order longer than 30 days customers are notified by mail giving them the option of canceling their order or waiting for the item(s) to come in.I will refund your money for your order.?

Consumer Response: Better Business Bureau: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 # ********. Please add your rejection comments below.   I will accept their offer of a refund, but feel the following should be notedThe responses from the company are not accurate.  1. When we first began our order, the silver color we selected was listed as AVAILABLE.  The confirmation when the order was completed changed to NOT IN STOCK - AVAILABLE SOON.2. There was no notice given to us as the one who ordered it, nor to the party it was going to be sent to in Ohio that the order would not be completed by the holiday. 3.  I called on 12.26 and was advised it would be sent the following Monday, which was well after their 12.24 claim.4.  They were rude, non responsive to 3 calls and 6 emails and should be noted in their file. Regards, **** *****  

Business Response: Tell us why here... As I stated the item was out of stock at the time of your order and the date you see is the date the vendor states we should have the item by. Sometimes due to shipping etc. we do not always get the items on the date promised. We received the item in on December 23rd it then went through quality control and shipped out the next day. The item was received by the gift recipent but I have also given you credit for the item on 01/16/15 for all of your inconvenience.

1/30/2015 Problems with Product/Service
1/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On January 12, 2015, $24.95 was taken out of my bank account by Back in the Saddle for a pair of sunglasses. When I had not received the sunglasses by January 21, 2015, I contacted Back in the Saddle asking when I might receive them. They responded that their records showed the sunglasses were delivered to me on Saturday, January 17, 2015. I advised them I was home on January 17, 2015 and did not receive any deliveries. I further advised them that I was not going to pay for something I didn't receive. Back in the Saddle responded on January 21, 2015 that they would send me another pair of sunglasses. The very same day (January 21, 2015), when I arrived home after work, I found the sunglasses in my mail box. I immediately contacted Back in the Saddle on January 21, 2015 and advised them I had received the sunglasses and not to send another pair. I did not get any response from Back in the Saddle. Upon checking my bank account, I saw another charge of $24.95 had been posted to my bank account on January 22, 2015. On January 23, 2015, I contacted Back in the Saddle to advise them they needed to credit the $24.95 back to my bank account as it was an unauthorized charge and in fact, a theft. I never heard from Back in the Saddle after that.

Desired Settlement: Back in the Saddle needs to credit the unauthorized charge of $24.95 back to my bank account (debit charge) or I will pursue criminal charges against them for this theft.

Business Response: Tell us why here...When you called stating you did not receive the sunglasses we did a return on the original order and a credit for the 24.95 was processed on 01/23/15 bank reference number *********************** and then we shipped out the new pair and rebilled the credit card for the 24.95. You now will have an extra pair of sunglasses at no charge.
We could not stop the shipment when you found the first pair because they had already shipped from the warehouse.

Consumer Response: Better Business Bureau:

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. 

Regards,

******* *******

1/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 products. 1 was backordered. They sent me a tracking number but *** ** didn't have the # in there system. Young exploeres said they might not have scanned it...***** said that the system for *** ** they have don't work. Complete run around. ***** the mgr said that they only have 1 of the 3 orders now when I called today and that he will 2 day express mail tomorrow of the only 1 item they have. Other 2 are on backorder so he will ship only one. They suppose to have shipped the order on 12-19-14. I called *** ** myself and they said I should have received the order and that ALL packages are scanned. Young explorer lied. They advertise a product that they don't have!!! They took 180 of my $$$ and still no product. They ruined and still continue to ruin my Christmas. The gifts were for my 2 yr old boy. They are a horrible business and they should not be in business. I feel that they stole my $$ and no product!!! Or there excuse is.."oops, its on backorder", or "oops, let's blame it on *** **!!!".

Desired Settlement: My desired outcome is for them to stop scamming people!!! I want a letter, not an email...but a hand written letter of apology. For them to stop advertising a product they don't have. Stop blaming *** ** and take responsibility for there scamming people...and a full refund.

Business Response: Tell us why here...The customer did place an internet order on 12/17/14 for 3 items. One of the items were on backorder and the other two shipped on 12/19/14. When the customer called on01/01/15 we tracked the package and *** ** had no details for the package. We got a physical address so we could reship the items 2 day express and shipped them out the next day.I do apologize for any inconvenience and we did cancel the backordered item as you requested. I will refund you for one of the items you did receive for the missing package we reshipped.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I have called them again...about 1 1/2 weeks ago...why were they still debiting my account...I had a very rude cs person...they continued to spam my emails...the cs said its not there fault and they still refuse to accept responsibility for there rudeness and bad business practices...  Regards, ******* *****    

Business Response: Tell us why here.. We only get authorizations at time of purchase. When we ship the items is when we charge the credit card for the purchase. We reshipped the packages with the tracking number that *** ** has no record of receiving and I have given you a refund for one of the items received as stated. The back ordered item is still not in stock. We advertise in our catalog for items that our vendors state we will have. If the vendor does not deliver at the time they stated there is nothing we can do but backorder the items because the  catalogs are printed months in advance.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. You stated that you "Only get" authorization at time of purchase...your own words. It never states when I did purchase the items that you will continue to screw with my accounts.  This is my acct summary: 12-22-14 -(99.80), 1-5-15 -(79.90) 1-6-15 credited 79.90, 1-8-15 -(29.95), 1-9-15 -(49.95)... even after I purchased the items, you still continue to mess with my account. When I did talk to ***** the mgr, he did say that he will debit 79.90 then credit it thereafter, I agreed to this, then stated to ***** that my account is no longer avail to you, that you do not have my permission to mess with my account.  Then on the 8th and 9th, you still continue to mess with my account, which is illegal after I stated that young explorers does not have my permission to mess with my account no longer.  If you want your crappy products back and I get all  of my $$$, then fine. I have not opened the packages yet...it's still in the fedex box. Anything to get rid of you guys, you have been a pain in my ***!!!Speaking of *** **, I have spoken to them and even went to the shipping center in Flagstaff, and they stated that they don't mess up and that they scan 100% of the packages.  From my previous experience with them, I have to agree with them.  If your company knows that the *** ** system does not work, then why don't you fix the system instead of blaming them for your laziness! Backorders: you stated that the catalogs are printed months in advance. Before you print them, don't you think that you should have checked your inventory before giving authorization to print the catalogs. Don't you have some type of quality control who notices the item getting low and orders those items so that there is no backorder.  It's called the law of supply and demand!!! The date for xmas doesn't change, it has always been the 25th of December.  Around the first of November, your company should have done inventory, notice certain items will be going faster than other products and order extras of those products...it's called statistics!!! Your company is a messed up company, your too lazy to fix the shipping center, lazy to do inventory and illegally messing with peoples account after we state that you do not have permission to do so.  I will always reject your offer to BBB because I STRONGLY feel that you are a bad business and that you should have a mark on BBB so that others will know how bad of a company you really are.  BTW...you also need to fix the friendliness of your customer service department...but I forgot...obviously the word "Lazy" is in your company's handbook.    Regards, ******* *****  

1/28/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered sunglasses over a month ago from Back in the Saddle and I still have not received that product. They took the money for them out of my bank account within 2 days of my placing the order. I also contacted them 4 times via email as I wanted to exchange 4 items of clothing for a smaller size as their Large size is more like an Extra Large size. I asked for a response as to whether they had those 4 items in a Medium size before I returned them for an exchange. I have not received any responses whatsoever from their customer support service even though I get an auto reply every time that they will respond to my email within 24 hours. If they are not going to send me the sunglasses, then I want a full refund for them. If they do not have the clothing items in a Medium size that I would like to exchange for the Large sizes, then I want to return those items and get a full refund for all of those 4 items.

Desired Settlement: Delivery of the sunglasses to my home by February 5, 2015 or a full refund of the money I paid for them. Response from them as to whether they have the 4 clothing items in Medium size for potential exchange of the Large sized items. If they do not have the clothing items in Medium size, I will return the Large sized items and I want a full refund of my money for those items, as well.

Business Response: Tell us why here... The sunglasses were already reshipped out to you on 01/23/15 and all of the items you ordered in a size large with the exception of ****** are available in a size medium.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.    The business told me their records showed delivery of the sunglasses on Saturday, January 17, 2015.  I advised them I was home that day and there was no delivery.  I contacted the company again on January 21, 2015 to advise them I had not received the sunglasses and I was not going to pay for something I did not receive.  When I arrived home after work on January 21, 2015, I found the sunglasses in my mail box.  I immediately notified the company I had received the sunglasses and not to send another pair.  They did not respond.  On January 22, 2015, without my authorization, they charged me another $24.95 for the sunglasses I had already received.  This amounts to theft by the company.  I advised them at that time that if they did not reverse the charge of $24.95 they illegally took from my bank account by the end of business on Monday, February 2, 2015, I would file an additional complaint against them with The Better Business Bureau on Tuesday, February 3, 2015.  To date, I have had no response from the company regarding the second pair of sunglasses and the illegal withdrawal from my bank account.Regards, ******* *******    

Business Response: Tell us why here...Because you stated you had not received them before you contacted us we did a return on the pair you stated you did not receive (credit) and reshipped a new pair out to you. (charge) You will be getting another pair of glasses but have only been charged for one. There is no reason to return the duplicate pair.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  My bank account still shows the second $24.95 as a charge, not as a credit (it was never shown as a credit, it was always shown as a charge).  I will give Back in the Saddle until Wednesday, January 28, 2015, to credit that amount back into my bank account.Regards, ******* *******  

1/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on this business's website on 12-24-14. I received a confirmation e-mail. On 1-02, another e-mail came with shipping information, however the tracking number given was incorrect because Fedex said it did not exist. On 1-09, I sent an e-mail requesting the status of my order. They responded that I had to wait 15 days and then call customer service to file a lost package, however the customer service number had 11 digits and not 10.I then sent another e-mail requesting my $81.49 refunded to me and now they have blocked my e-mail address from further messages. And I was not abusive in my e-mails but I did say I was going to file a complaint with you. I want what I ordered or a complete refund.

Desired Settlement: Ship what I ordered or refund my money.

Business Response: Tell us why here...I have reshipped the items out to you. You will see a refund for the total amount of the order (81.49) and then I charged for the reshipment (68.99)with no postage. I apologize for any inconvenience.

Consumer Response:  Better Business Bureau: 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.  Regards, ******* ******

1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a $240.91 order on December 23rd and did not receive any of the items. It is now January 13th so I called customer service since trying their email service has not worked. The first person found my order and could not find a reason for my lack of delivery. She forward me to a "supervisor" to further look into my order. The "supervisor" said she didn't even see an order from me. I have the email to show the multiple items I ordered. This was my first experience with this company and I am completely dissatisfied. Now my concern is that they have my credit card number and might misuse that. If they can't even find my order from one person to the next, what kind of business is that?

Desired Settlement: Shut this business down. Who mails catalogs then doesn't even ship the items you order.

Business Response: Tell us why here...I do not see any orders under that number nor under your name and address. I will have someone contact you to replace your order and we will expedite your order and give you free shipping.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Until I hear from the business and the issue is resolved, I request the complaint remain open.     When I hear from them and they complete all of the proposed remedies then I will be satisfied.                   Regards, ******* ****  

Business Response: Tell us why here...We have tried to contact you 3 times with the telephone number on your account. If there is another daytime number that is convenient please let us know.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  I received a message on 01/22/2015 from the business to call back.  I called the next day and left messages but have not received any response back.  This is why I want to leave this complaint open. Until the issue is resolved by sending all the items I originally ordered, no shipping cost, and expedited, I will continue to reject responses. Below is the order I placed on December 23.-----Original Message-----From: ******* ***** *************************************To: ********* *******************Sent: Tue, Dec 23, 2014 10:45 pmSubject: ******* ***** Order ConfirmationThank you for ordering from ******* ***** Your order number is   ********. Thank you for shopping with ******* *****. We have received your order and it is currently being processed. A shipping confirmation email will follow when your package ships. If we can be of any further assistance please email us at **************************** or call toll free ###-###-####. Sincerely, ******* ***** Order Number: ******** Bill To: ******* **** *** ********** ** ******** ** ***** Ship To: ******* **** *** ********** ** ******** ** ***** QtyDescriptionTotal   1Enchantment Quilt and Sham Set Full$39.99 1Maple Leaf Top 2X$34.99 2Crystal Snowman$23.98 1Butterfly Rug Green 30 x 46 in$34.99 1Six Zipper Pocket Bag Set$24.99 1Fuller Professional Brush$21.99 1Purple Swirl Shirt Set 2X$54.99  Merchandise Total: $235.92   Shipping & Handling: $4.99     Sales Tax: $0.00     Order Total: $240.91   For Customer Service issues please e-mail **************************** or call Toll Free: ###-###-####. ******* ***** | *** ********* ***** ***** * | ** ********** ** ***** ? Regards, ******* ****  

1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned this item on December 22nd via Fedex and it was signed for on December 2th by ** ******. I did not receive any confirmation of receipt of return, per normal business practice by any retailer, On 3 occasions - January 2, January 6 and January 8 I emailed *********************** requesting update on my refund status. Each time I got an automated response email advising my email had been received and would be addressed within one business day. This has not happened. On January 9th I called the 800 number and the automated system did not show my return was received. I called back to speak to a representative and was greatly surprised to be told that she had no way of contacting the “warehouse" to find out if, in fact, they intended to process my return. Sincerely, ********** **** ***** **** ******, **** *** *********, NY ***** c.c. BBB *** ****** ***** ********** ***** *** *********** * ** **********

Desired Settlement: Please follow up on status of my refund and extend me the courtesy of a timely response,

Business Response: Tell us why here...The return was processed on 1/13/15 to the credit card used on the purchase. As stated on our invoice it can take from 2-4 weeks for returns to be processed. 

1/27/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent for 2 sweatshirts, $44.97 - no postage (free if so much money spent) Got a letter saying I didn’t send enough, sent $10.00 more. Waited hoping they would soon send, no not yet. They cashed my first check. And I don’t have back my latest bank statement. Anyway I have not heard anything from them. And I am getting disgusted. I have ordered from other catalogs without any trouble.

Desired Settlement: My money back - all of it.

1/26/2015 Billing/Collection Issues
1/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: cancelled an order from October 2014 FOUR TIMES by email as they ask you to do, and I have copies. I also cancelled by phone. Order status and account NOT AVAILABLE on website, per website message. They sent items anyway, I refused some, paid to return some, finally received LAST time that I'd cancelled 4 times, and it was also wrong size. Called., they were belligerent. Tried to fax proof -- TWO fax numbers listed on their corporate websites were INVALID, out of service. *** *********** is their CEO, this was a $289 order, and I insist on full refund for my inconvenience and all the returns. Further, they did not credit for items returned/cancelled in June 2014. This company is going downhill, I was a customer for probably 20 years, but no more. They are impossible to contact, ignore emails, send low quality stuff that was CANCELED, they send the wrong sizes, they backorder items for SIX MONTHS sometimes AND charged me for some VIP service that I'm still not sure I was credited for, because they charged me about 6 times for it!!!!! THEY ARE SNEAKY and UNPROFESSIONAL and owe me about $500 for merchandise and about $5000 for the GRIEF THEY PUT ME THROUGH! ANd time!

Desired Settlement: Credit me for the cancelled items, $289 ANd for all the times I was charged for some VIP program I never signed up for, and for the items NOT SENT in JUNE 2014, and $1000 for not having a valid fax number as posted on their website, and $4000 for my time, anger, inconvenience, and I want a letter of apology/explanation on what has happened to this good company, and I want a personal EMAIL, and I refuse to PAY MY OWN MONEY TO SEND BACK ONE MORE THING THEY SEND THAT IS CANCELED OR WRONG SIZE! THey don't credit for returns! WHAT IS GOING ON? THE COMPLAINTS HERE show I am NOT THE ONLY ONE TREATED THIS WAY! I am disabled and this has caused me so much trouble from a company I used to trust. They should make it right in a way that satisfies and soothes, a remedy that is over and above just crediting my canceled and returned orders. Pyramid is yanking people around and it needs to STOP.

Business Response: Tell us why here...We gave the customer a credit of 69.95 on 01/17/15 and another credit of 69.95 on 01/19/15 and then on 01/20/15 we gave the full credit of 289.80 to the credit card used at time of purchase. A manager called this customer to discuss her order.

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response barely satisfies 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. This company needs to clean up its practices, make sure their site has account /order information available to the accountholder AT ALL TIMES, not constant "no information available" messages in red on their pages. Further, they need to read and respond to CANCELLATION notices. I printed out several email ones I had sent them, DATED - and included in the latest return I paid to return at a cost of almost $6 (and WHICH HAD NOT BEEN CREDITED as of 5 minutes ago)

I will be looking for proof from my bank about this supposed credit. The only notification is from company. My bank reflects nothing at this point.

As a customer of this company for nearly 20 years, if not more, I am deeply distressed and outraged at their cavalier disregard to proper business behavior. They have invalid phone numbers, FAX numbers, and though I was able to find the CEO's home phone, I did NOT bother him at home, but I did leave a message at his office.

They need to read the complaints and take them to heart. This will end my ordering with them FOREVER. It's a shame, because I was a good customer and represented their items well, gaining them other customers.

In the name of more and more and more profits, the attention to retaining a customer has become secondary, or tertiary.

I am also enraged by the unprofessional and uninformed and sketchy "Customer Service" representatives, who all need a good re-training course in how to listen to the facts, soothe an upset customer over a MANY hundred dollar order, etc.

But mostly -- if they have sent an email saying a backordered item is not available, and give detailed instructions on how to cancel or continue the order, they then ARE BOUND to pay attention to which choice the customer made. I am sick to DEATH of trying to deal with Cancelled orders that arrived 6 months after the fact, no record of which credit card used, and having to 1) find and dispute charge, 2) repackage 3) buy postage 4) drive to post office, 5) go through the customer service LABYRINTH, 6) wait for credits to appear. I WANT MY LIFE BACK.  WHen I have cancelled four times and the item arrives AND IS THE WRONG SIZE, am I supposed to be a HAPPY CUSTOMER? 

They have inconvenienced me, they have ripped me off, cost me time and money...and though I am accepting their somewhat lame "remedy", I will keep my eyes open on this company. I STILL want a written apology, and I want payment for MY TIME in having to deal with their constant errors.

NOT HAPPY, but SICK OF DEALING WITH THIS COMPANY. All  I can do is spread the word, and believe me, I will tell a truthful story about all I have been through. I do not threaten, I do not lie. I will say how they have treated me. I have not had an order go correctly in about two years.

I want people to KNOW what they're getting into with this company. Sad, because they have nice things.

Regards,

***** *****

1/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I purchased an item with this company. In December I noticed an additional charge of 14.95 to my account from this company when they had already charged my card for my purchase. Looking at my bank statement today (1-15-2015) I noticed that I was charged again, 14.95. After looking a little closer to the charge, I have found that this is for VIP service which I never signed up for. Now they have over-drafted my bank account which is totally uncalled. I sent them an email in December requesting an explanation and my money to be returned and received no answer.

Desired Settlement: I would like my money back. I want both 14.95's back that they took out and I want reimbursement for the over-draft fee I had to pay which is 32.00. That will be a total of 61.90. They also need to change their form when ordering online.

Business Response: Tell us why here... The customer placed an order via the internet and accepted the VIP program online. A confirmation email is sent to the email adddress provided at time of order.At this time I will contact the VIP program and request a full refund for the customer.

Consumer Response: Better Business Bureau: 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.  Regards, **** *****

1/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unwarranted charge on my credit card. Attempted to get explanation for charge and could not get anyone to return my call. Contacted credit card company to investigate.

Desired Settlement: Contact company to look into matter.

Business Response: Tell us why here...We would need to know the amount od the charge and the last 4 digits of the credit card charged to investigate further.

Consumer Response: Better Business Bureau: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. Regards, **** ********       Amount.....$14.95         Card# ****

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/31/14 I received an email from North Style stating they had received my return and my credit card would be refunded within 72 hours. After waiting over a week for the refund I contacted North Style who told me to check with my bank. I did, and the bank had no history of the refund. I called again, and the next North Style associate told me the issue was with the length of time since the purchase of the items. Since it had been a while, my credit card expiration date had changed, and this made it impossible to refund the credit card. She said they would send me a check instead. On 10/28/14 I called again since the check hadn't arrived. I received an apology and the assurance that a supervisor would handle the refund immediately. Around 12/2/14 I called again since the check hadn't arrived. I received an apology and the assurance that a supervisor would handle the refund immediately. I asked how long I should wait this time, and I was told if the check didn't arrive by 1/1/15 to call again. I waited until 1/11/15 to call, and when the associate started to get snippy I was done. I feel the only way I might receive my money back is by going through the BBB. The goods were returned and were in new condition never having been worn, and their unconditional guarantee states items can be returned for refunds at any time. I included my receipt with the returns, and retained the email they sent listing the items and prices that I was to receive the refund on. Since no account numbers are to be included, I did want to mention I have my order number if it is needed to access my account for refund purposes.

Desired Settlement: I want the refund that was promised in the email, and on the phone on three separate occasions. This was what the email said: Merchandise Total: $324.65 Shipping & Handling: $31.90 Sales Tax: $0.00 Order Total: $356.55 I don't know if they refund the shipping and handling, but at this point I think they should as a goodwill gesture.

Business Response: Tell us why here...I do apSologize. When the return was done we issue to the form of payment used at time of purchase. Since this was purchased in April of 2012 we did put through a credit to the credit card. We had to notify the credit company to find out if the credit was declined and once it was verified and they returned the credit back to us a refund check can be issued. You should receive the check within 7 to 10 days.

Consumer Response: Better Business Bureau: 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. As I have been told three times previously that I would receive a check within 10 days I am alerting you that I will refile again with the BBB should the check not arrive by January 23, 2015. Regards, ******* ****

1/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 25, 2014 I placed an order of 3 items which were supposed to be holiday gifts for my child (order #********). On December 5, 2014 I received email notification that one item had shipped and the other 2 items were backordered and I had been charged for the first shipment. After about a week of not receiving any notification and the first shipments tracking showing it had been in the same position, I emailed the company asking them to give me any information they could on my order. I received no response and emailed a few more times since then. The rest of the order supposedly shipped on December 20, 2014. The tracking information tells me it "can not be found" and I have been charged for the 2nd shipment as well. I have yet to receive a response from this company. I decided to check their BBB listing to see if this is the quality of this company's "customer service" and to no surprise of mine, this seems to be the norm for this company. I have been online/catalog shopping for many years and do it very regularly. I have never experienced such poor customer service and lack of communication on any other company's part. I am appalled that this companies idea of customer service is waiting until a BBB complaint is made before addressing the issues at hand. I have never had to turn to the BBB to get an issue with a company resolved and I hope I never have to again. Since I have been charged for items that I never received and, due to lack of communication, don't expect to receive nor do I want any longer, I expect a refund for the full order amount.

Desired Settlement: I expect a full refund for the order amount since I never received the order.

Business Response: Tell us why here... This was an internet order placed by the customer. As I look at the order I see the zip code entered on the order was ***** but the zip code the customer gave on this complaint is *****. When you track the package the postal service could not deliver the packages and they will return to us. I will give a full refund to the customer.

Consumer Response: Better Business Bureau: 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. I hope this company learns to respond to their customers' requests before the customer goes to the BBB for help. Regards, ********* ********

1/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two products from this website on December 11, 2014 with a guaranteed arrival by Christmas. I received an email from the company on December 17th indicated the order has been process and expected to arrive in 6-9 days (extending it past Christmas). I called them only to receive an explanation from customer service that there was nothing they can do to expedite the process, and even if they shipped it overnight it would not arrive by Christmas...obviously that statement was completely false since the overnight would mean the latest arrival date of the 19th. I then was sent off to a "specialist" to handle the situation, who found a tracking number and indicated the expected arrival was on the 22nd. This call lasted for approximately one hour. I did not receive the package on the day indicated, and called the Young Explorers back to determine why. They discovered the items were damaged in shipping and sent back to them. I stated I needed them here for Christmas and that they needed to be overnighted to me. I was again, shifted to a customer service "specialist" named "****" who informed me one of my items were on back-order (was not aware of that) and ensured me he would have the other item shipped out overnight to arrive Christmas eve at no charge to me (this was another hour process). Christmas eve is here, and the package is not. I called at approximately 2:10 PM and shuffled my way through an automated system since the call center is closed. After four attempts, I retrieved the appropriate tracking number, only to find out the package is being sent standard delivery, expecting to arrive on the 29th! Needless to say the disappointment experienced by myself and child, when the expected gifts were not under the tree. The service was horrible and the delivery expectations not being met is unacceptable given the length of time from order date to expected date of arrival.

Desired Settlement: It is obvious I am not going to further disappoint my child by not having at least one of her gifts, I am also not going through the hassles of a return. For starters, any and all shipping charges incurred should be waived/refunded and some compensation for the hours spent trying to make up for the incompetence of the customer service, processing, and shipping departments.

Business Response: I do apologize. We were not notified on December 20th when *** ** stated they were returning the items to us. The operator did put the exchange on overnight but the size of the guitar box does not allow it to go overnight only UPS ground. We have already credited you for the original items sent on the first order and I will now refund you the postage and price of the guitar.Again I do apologize.

1/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Young Explorers which is a subsidiary of the Potpourri Group. My order was for 3 items placed on 12.12.14. Shipping for in stock items was to be 3-5 business days. It is 12.22.14 and I have not received my products ordered. When attempting to utilize the tracking number provided by Young Explorers, it was determined it was not a valid tracking number. This order was to be shipped via Fed Ex Post. I called Fed Ex and they stated they have no deliveries scheduled to my address regardless of tracking number. I then called the USPS and they stated the same. We have reached out to Young Explorers and they state there is nothing they can do. I have been transferred multiple times and then even during my complaint even offered to join a membership club through their organization. Hold times are excessively long and customer service representatives are horrible to speak with and rude. There is no accountability. I am now out $96.80 with 3 Christmas presents missing under my Christmas Tree for my son. I am filing with the BBB for the first time ever because the way they have treated me and their response is absolutely horrible. I hope and pray that my packages miraculously appear but it is looking doubtful. They won't refund money and aren't offering to reship at this time. This is inexcusable.

Desired Settlement: I want the items I ordered delivered by Christmas Morning. Anything short of that is unacceptable specifically because I ordered IN STOCK items 2 weeks before Christmas Eve. They're website says 3-5 business days in eastern time zone and it has been 10 days.

Business Response: Tell us why here... I have also tracked the package and it has no tracking history. At this time I have issued you a full refund. If you wish to replace the order we will give a 15 % discount and free shipping. Just call our toll free number your account has been notated.
I do apologize.

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 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. Regards, *********** *****

1/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my jacket with the zipper broken after 2 years, because a customer service rep said I could get a refund plus $10.80 shipping because of their return policy. I sent the jacket back on October 31, 2014 via **** Tracking ***************************, received at Northstyle on 11-3-14. My order number is ********. They said they would credit my account ending in ****. Later I called saying my account ending in **** had been closed after 2 years and they could send a check. They agreed and stated the check would take 3 weeks to receive the $70.75. Threes weeks would have been 12-15-14. I have not received the check. I called a week before 12-15-14 and they said they sent a check on 11-13-14 which was falsehood, because I did not request a check until around 11-24-14. I call again to check if the check had been issued and no check was issued.

Desired Settlement: I would like a refund of $70.75.

Business Response: I have found the order with the jacket that was purchased in 2011. The return was done but unfortunately the credit card on file received the credit. I have just generatred a refund check for the 70.45 which you should receive by the end of next week.

1/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 11, 2014 I placed an order over the phone for 1 t-shirt. This shirt was out of stock at the time but expected to be in shortly. On November 25 I called customer service to inquire about my order. I was informed there were plenty in the warehouse and more were coming in, and my order would ship to me the next day, November 26. I called again around December 8 or 9 to inquire about my order. When I was told it hasn't even left the warehouse, I told the customer service representitive I was told it would go out on November 26. By December 15 I was losing hope of ever recieving my Christmas gift I ordered so long ago. I spoke to another customer service representative who told me she would send one out right away. Then she said the warehouse was out of stock and I would not have it for Christmas. When I suggested I may have to file a complaint with the BBB, she asked me to hold for a moment. She came back and said her supervisor agreed that later orders should not be filled before mine, so he was going out to the warehouse to stop the shipment to a later order and, to show good faith he would send it to me priority at no added expense to me, and I would definately have it Wed. Dec. 17. I did not receive anything on Dec. 17, yet my credit card was charged on Dec. 15, not just placed a hold on it. The evening of Dec. 17, after a customer service rep told me there were no shirts in stock, a supervisor told me he will expidite one to me because there are 20 in stock. He said this is a regular item and is always in stock. He even promised to overnight it at no added expense to me. I will have it Friday, December 19, according to this last phone call.

Desired Settlement: I would like my Christmas gift in time for Christmas, or I still want it but at no expense to me for all of this aggravation and empty promises.

Business Response: The item was delivered on 12/19/14 and a refund has been issued.

12/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: CUSTOMER SERVICE AND COMPLAINT ISSUES. On 12/4/14 I placed an order for two items. At the time one of the items said back ordered until 12/5/14 which was the next day. I payed extra for quicker shipping. Yesterday i went online to track the package. I saw only one item shipped and the other was still on backorder. I called the customer service line and the gentleman I talked too told me they send emails when an item ships. I received no email for the first item and asked why I was not contacted about the delay on the second item. He said the item was due in (hopefully) on 12/12/14 and might ship out on Monday 12/15 but I would probably not see it before the end of the year. I asked what happened to paying for the quicker shipping and got a strange answer. He said I could choose another item, I went online and looked and most are on backorder until some time in January. I asked why they don't contact customers of delays and his response was that the date I saw that the item was expected was an estimate. I asked to speak to a supervisor, was put on hold then a couple of minutes later they disconnected. I tried emailing last night and got a computer response that it would be addressed within 1 business day. It has been more than 24 hours and no response.

Desired Settlement: I would like an apology for the problem and my item shipped to me to ARRIVE by the 18th of this month as this is a gift I will need to ship out to arrive before Christmas.

Business Response: As stated in the catalog and online only instock items can be expressed. The item that was on backorder did come into stock and was shipped out on 12/15/14

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  Regards, **** *****  

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.   I received an email stating it shipped on 12/15.   Not true according to tracking info.I was told this would be available on 12/12 and would ship 12/15.  It  was processed on 12/16 and *** ** has it now 12/17 with an estimated delivery of 12/20, too late for me to Priority ship by the time it is delivered.   Had it shipped on 12/15 like the representative said it should it might have been here on time. Regards, **** *****    

12/30/2014 Advertising/Sales Issues
12/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 11/28/14. I never rec'd it. I emailed them 3x & NO response. I called them & they would take any responsibility & told ME to call the PO! They sent it to the PO not me.I ordered from them & am dealing w/ them (not the PO). I want a refund or replacement of the order. {I ordered items from other companies after this & have rec'd everything}

Desired Settlement: Refund or replacement

12/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a gift for my son from young explorers who will be 6 12/15/14 they mailed me a toy for a 24 month baby,I called them to resolve the issue and they gave me the run around kept me on hold for an hr,I finally called back while on other phone waiting for someone to resolve issue come to find out they were closed called back todAy,and they can't mail me the right product unless I repay for it,so now my son won't have a gift for his birthdAy..and I have to wait until my money clears on debit card then call again to reorder ,I payed 60.90 cents originally and she is giving me back 49.99 and when I get the refund posted to my card I can call them back to reorder!! How does that work for me on an error committed by them..????

Desired Settlement: And some compensation for there disgusting way of handling business!!! Now I don't have the gift my son is waiting for his birthday,I'm really sad about that ,and the poor wY they conduct business

Business Response: This order was replaced on 12/11/14 and reshipped express on the 15th.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. if it was replaced and shipped to me express today the 12/16/14 ,and I've yet to receive anything ! They say they resolved the issue I have a 5 yr old with no birthday gift due to someone negligence !! Also I received a letter from them yesterday which said they were out of stock ,,which is it I'm so confused ... Regards, ****** ********  

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. I ordered laser pegs 104 pcs space adventure set was sent a toy for a two year old,then I contacted you guys for help they refunded my money I reordered and they still sent me the wrong thing this time they sent laser peg 102 piece,space fighter ,I'm not sure we're or how they keep getting it wrong but the receipt both of them has the item. I have also contacted FTC, not sure what to do send me what I ordered or refund me my money it's simple not keep sending me substitutes. Regards, ****** ********  

Business Response: We reshipped the order to you on a two day express which shows received on 12/17/14.

Consumer Response: PpBetter Business Bureau: 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 # ********. Please add your rejection comments below. Regards,it hey still didn't get the order right on the recite it has what I ordered what I received is a different story ,my child's birthday was ruined,I gave him gift for Christmas!!! I'm very unhappy with the way they conduct business!! Who authorized them to substitute my purchase ?  ****** ********

12/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: pg 40. Stealth Sound Amplifier - 39.00 pg 51. 5/open any jar or bottle with ease - 9.99 pg 51. Eyebrow scissors - 9.99 pg 22. Train Your Dog Faster & Easier - 12.99 Postage-12.50 Total 85.46

Desired Settlement: $85.46 + $25.00. Order was in July and this is November

Business Response:

A refund check was issued to the person on the order form ****** ******* at *** ****** ****** *****. It was cashed in the amount of 85.46 on 08/12/14.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below.  ****** ******* is my Daughter-In-Law. I was told the company mailed her the check. I'm not ****** *******, I'm the Mother-In-Law. They live on my land. Regards, ***** *******    

12/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered an itel #******* Himalayan Natural Dog Chew Ad stated the price as Package of 3 then listed the prices as small 12.95 Medium 12.95 Large 14.95 XLarch 19.95 We received a package with 1 XLarge bone,Contacted the company and they advised they would forward the addittionl items. Received another package with 1 bone. When I Contacted tne company I was advised that the xLarge cost was or only 1 bone. I feel that their is misleading and snould be corrected.

Desired Settlement: I feel thst I should receive 3 bones as the ad states.

Business Response: The item states in the catalog beside the small only pkg of 3. The chew goes by the weight of the dog as stated. The small is for dogs up to 20 lbs. and the xtra large which the customer purchased is for dogs 40lbs plus.  We have sent the customer two of the xlarge at the price of one. I do not know the weight of the dog and would send the correct size needed.

11/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am receiving unwanted mailings addressed to a person that has moved more than three years ago.

Desired Settlement: 1. I want the mailings to "***** ********" terminated immediately. 2. I want my address removed from all mailing lists. 3. I want material addressed to my address but not yet posted pulled from the processing stream. 4. I want the name and address of the source of the obsolete mailing list, used for the offending mailing. 5. I want an apology.

Business Response: I will contact our Director of Marketing and have him remove your address from all mailings.

11/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 4 occasions, 2 of which are documented on email, I have asked Pyramid Collection to stop sending me their catalogs as I find some of the material offensive. They would initially agree, but then start sending them again. They are refusing to honor my wishes and I am at my wits end on how to get them to stop. If anyone has any guidance on how to stop this unwanted advertising and obvious waste of paper, I would appreciate your guidance. Than you.

Desired Settlement: I would like to stop receiving their advertisements of any kind.

Business Response: We will notify the Direct Marketing Manager and have the name and address removed from out catalogs and also put on the list not to purchase your name and address from other companies. Sorry for any inconvenience.

11/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company started taking out a fee of $14.95 from my credit card for something that has to do with a VIP that I did not agree to nor signed up for. I only ordered clothes from this company to which they abused it further by conducting unauthorized transactions to my credit card.

Desired Settlement: I want a FULL refund returned to my credit card and this refund needs to start back of May of this year, this is when they started taking this $14.95 out of my credit card and I want them to STOP!

Business Response: We do not see any orders with the address of *** ******* *** ** *********** ** but we do see where an internet order was placed from ****** ******* *** ** ********** ** where a customer accepted the VIP program. Could you please verify if this is the address the order was placed from.

Consumer Response: I no longer live on ****** ******* nor did I agree to a VIP!  I only bought clothes, nothing more!!!  Plus this company has ignored my email messages about this issue. Regards,  

Business Response: Because all the correspondence was at the ******* *** address we could not find any record of an order. We will contact the VIP membership and give them your old address on ****** ******* ** so they may cancel your membership send out a refund to the new address on ******** ***.

Consumer Response: Before the company answered this complaint, they should have contacted this so called VIP company and provided a reference number as to the refund being provided as well as a letter stating that these VIP charges will STOP!  Their response does not state any of this expect that they will contact the VIP company to get a refund - unacceptable.   This is not give me a guarantee a full refund will be issued and/or that these unauthorized VIP charges will STOP! I want something showing me that a full refund has been issued as well as a letter stating these VIP charges will STOP!!!  Again, I did not authorize these charges, therefore I want something showing me a full refund has been issued as well as a letter! Regards,  

11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: June 7th of this year, I returned an item I purchased online from Pyramid Collection, which was purchased with a credit card. At the time, I had a postal tracking number and verified that they received the item I shipped back. Per the tracking number I had at the time, they received the item two days after I sent it. After I verified the item was received by them, I discarded the tracking number information believing I no longer needed it. Five months after the fact, they are refusing to acknowledge the item was sent back and will not issue credit to me, stating they never received it. I have called their customer service on multiple occasions attempting to get this issue resolved but they refuse to do anything without a postal tracking number. I have contacted the post office and was told they keep tracking number information for only 90 days. Also, when the item was shipped back, I placed a note inside the package requesting a replacement item of the exact dollar value. The only way Pyramid Collection would have known I wanted the replacement item is by the note which was placed in the package. I made no phone calls to them, sent no e-mail requests, and did not order the replacement item online. I have placed several orders with Pyramid Collection over the past year and they have even somehow got mixed up and charged me for the replacement item on my ***** Bank Debit **** card, which I never authorized. They are telling me they believe there was a mix up in the way they processed the order for the replacement item and that my debit card was legitimately charged, which I believe is incorrect. They do not seem to want to work with me to get this issue completely resolved, are continuing to deny I sent the item back to them, and are denying that they placed the charges for the replacement item on the incorrect card.

Desired Settlement:  Refund All I want them to do is refund $119.95 to me. I prefer it in the form of a check because I am extremely frustrated with them and have no desire to call their customer service number again.

Business Response: What I would need to know is what was the item returned in June so a correct credit can be processed.

Consumer Response: I have called the business on several different occasions and told them it is for their item #******, ********* ****** ********. I have no idea why they are giving me the runaround about this.  

Business Response: I had checked the customer's orders but did not have this item on his orders....I dug further and found orders under this name with a different address and city. I have returned the item given credit back to the credit card for the amount of the item.

Consumer Response: Better Business Bureau: 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 # ********.   

11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two items to assist with carrying our border collie after surgery (order no.********). I paid for express shipping to insure that the items would arrive before the surgery. In the Company of Dogs shipped the items by standard means and they arrived after the surgery took place. I purchased different items to to assist with carrying the dog. I contacted the business. They first refunded the extra charge for express delivery. I told the company that I was not able to use the items because of the failure to ship them as I asked (and paid for). The representative gave me return instructions. I told the representative that the company should pay return postage and the representative agreed, but said I would have to pay the return shipping cost and request reimbursement. I returned the items by *** ground. The cost was $67.26. I have submitted the receipt by mail and by email and have called numerous times about this matter. Each time I call the company, I receive assurances that the refund will be processed. The last call, last week, the representative told me that a supervisor would call me. I have received no such call.

Desired Settlement: The rest of the purchase price for the items has now been refunded, but I have not been reimbursed for the return shipping costs. The company needs to send me $67.26.

Business Response: I have issued  the return postage credit of 67.26 ?

Consumer Response: Better Business Bureau: 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.  Regards, ******* ********

11/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from The Pyramid Collection back in May and ever since then I have received catalogs from them and various affiliate and non-affilated companies despite having only bought a product from them one time! If I had seen others had similar complaints beforehand I would have never made a purchase from this company. I have sent two emails in the past two months telling them to remove me from their Mailing List and to NOT continue selling my private info to other companies and they have continued to do so regardless. I got a bot response both times stating they would look into in one business day and they never have. "To market products and services for our various brands (such as adding to our or any of our sister brand’s email list or print catalog list when you make an online purchase)." I was unfortunate to skim over this little fine detail when I made the purchase. When I made my purchase, I had no idea that it made it "a-ok" to sell my private customer info to the sister brands and various non-affilated companies. (*****, after the first try was incredibly polite and removed me from their mailing list, something The Pyramid Collection still has yet to do) And now I am beginning to receive other various catalogs (** ****** today, Midnight Velvet (?), and previously noted,*****.) Oh, it doesn't stop there either, they added the rest of my family to their mailing list when selling my private info to other companies. This is very invasive and incredibly rude.

Desired Settlement: To be removed from the Mailing list and no longer have my information sold to other catalog and sister brand companies. My info and the rest of my family needs to also be removed from those mailing lists of catalogs. I would also like a formal apology and proof this will never happen again.

Business Response: I will forward your name and address to our Director of Marketing to have your name and address taken off our mailing lists as well as not purchasing this information from other catalogs.

Consumer Response: Better Business Bureau: 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.  Regards, ****** ******

11/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In December 2009 I purchased a gift from the Potpourri Website. Since then, I have been charged a monthly "membership" fee. It was $11.95 back then. almost 5 years later, yes, shame on me for just now catching it, the fee is over $21.00. This is an unauthorized credit card charge, I have only noticed it because the credit card has been inactive. Shame on Potpourri for scamming people. If it took me almost 5 years to notice this monthly charge, how many of us are out there???

Desired Settlement: I wish to have my all the "membership" fees refunded, beginning with December 23, 2009.

Business Response: This was an offer by Shopping Essentials available to customers after they placed an order with our company. The customer would have to cancel with Shopping Essentials due to personal information  and request membership fees refunded. The toll free number is **************.

10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have not received credit for an item returned in August.

Desired Settlement: Would like my credit card refunded the purchase amount less any S/H.

Business Response:

The customer was refunded 50.96 on 8/25/14 the price of the shirt returned.

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is my second complaint against the Pyramid Collection. To resolve my first complaint, the company sent me a letter saying to return the item and they would pay a refund as well as original and return postage. I enclosed their letter with the return. They refunded ONLY the purchase price, not the postage, which is around $15. I e-mailed them reiterating the complaint and their promise, asking for resolution as promised. I received an automated response saying they would reply in two business days, but I never received any kind of a response. In my experience, they simply do not answer their e-mail even though they say they will.

Desired Settlement: I would like the original and return postage as promised, around $15, credited to my Master Card, the number of which they have.

Business Response:

We did not receive the return postage receipt so I will just credit you for the full postage for (the item kept and the returned item) a total of 14.95.

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 does satisfy my issues and/or concerns in reference to complaint #********. My acceptance is contingent upon Pyramid Collection following through on their promise.  I did indeed attach the original postage return receipt with my return.  They simply chose not to honor their promise for the refund.  I understand that by choosing to accept the business response that my complaint will be closed when it is resolved and the refund appears on my Mastercard statement. 

Regards,

****** *******

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item from North Style (AKA Potpourri) and used an online code that should have given me free shipping. However, I was charged shipping. I emailed to inquire about that and never got a reply. At that point I decided to return the item. I tracked the return and found that it had been received at their facility on Oct 9th but as of the 22nd I have had NO confirmation of the return. I have emailed twice since then asking for confirmation of return and also when I might receive my credit. I have had NO reply to either email.

Desired Settlement: I am only asking for a refund of the cost of the item which is $59.99. I am willing (but not pleased) to lose the $10.50 but at least I would expect that the item cost be refunded ASAP.

Business Response: As stated on the return form a return can take 4-6 weeks to be processed. I will at this time issue a refund for the customer.

Consumer Response: Better Business Bureau: 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 # ********. Please add your rejection comments below. My husband and I own a business and I do the customer service - which includes issuing refunds. Prior to that I was a Customer Service rep for 12 years. I KNOW that it does not take 4-6 weeks to issue a refund. That is not acceptable and I would like to insist on a refund as soon as possible or I will contact the Attorney General.Thank you! Regards, ****** ******  

10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been receiving 'gadget' catalogs from the company that produces these catalogs called:"The Pyramid Collection" and"Whatever Works"I assume the companies had gotten my info from somewhere else as I hadn't requested to receive these. Both catalogs carry "adult toy" items that are very disturbing. I contacted both catalogs (both w/same company address) and requested several times to have my address including "or current resident" removed from their mailing lists as I don't want to receive ANY magazines from that company. I am still receiving catalogs and hope that you can stop them from sending any further catalogs to ANY RESIDENT at all at the stated address.

Desired Settlement: I want to stop receiving any magazines/catalogs AT ALL at the stated address which are produced by the company at the **********,** address including "Whatever Works," and "The Pyramid Collection." Thank you very much

Business Response: We have removed your name and address from out mailings and have contacted the Director of Marketing not to purchase your name and address from the Direct Marketing Association.

Consumer Response: Better Business Bureau: 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.  Regards, ******** *******

10/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Potpourri Gifts in June of 2014. The check has been cashed and I have called twice to find out why I have not received the order. I was told both times that the item had been discontinued and that I would receive a refund in the amount of $37.90. The first call was about six weeks ago and the last one was three weeks ago and I still have not received a check.

Desired Settlement: check for $37.90

Business Response: I do apologize. The money was hanging in your account because the order was an exchange not the actual order. I have forced out a refund check for you and then credited you for the postage on the original order, so you will now receive two checks...one for the item of 29.95 and one for the postage of 7.95 ?

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered merchandise online twice from the company. After my orders, the company has sent me its unsolicited catalogs. For the past five months, I have received five of this company's unsolicited catalogs. Each time after I received the company's five unsolicited catalogs, I have requested on the company's website that the company DO NOT SEND ME ITS UNSOLICITED CATALOGS. Subsequently, a company customer representative emailed me and assured me that the unsolicited catalogs will stop. However, my five requests to the company has not stopped the company's advertising practice.

Desired Settlement: This company should stop sending its unsolicited catalogs to its harassed and lost customers and better manage its advertising budget and bottom line.

Business Response: I have sent your name and address to the Director of Marketing to insure removal from all of our catalogs.

Consumer Response: Better Business Bureau: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 #********. Please add your rejection comments below. The company's customer service reps emailed me approximately 10 times over the past five months that the company will stop sending me its unsolicited NorthStyle and other divisions (*********, T** ******* *********** ********** ******* *****) catalogs.  I highly doubt the company will honor its commitment in its BBB response, its 11th reply.  Therefore, I shall cautiously wait and see if and when its unsolicited catalogs stop arriving in my mailbox.  Thus, I reject the company's response. Regards, ******** *** 

Business Response: The customer service representatives can stop mailings of our catalogs but if your name is on a marketing list we purchase names from them and you would then be put back in the system as a new mailing and the cycle starts again. By contacting the Director of Marketing he can flag the name and address and stop all correspondence with the address.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does conditionally satisfy my issues and/or concerns in reference to complaint #******** at this point in time. Upon receipt of future catalogs from the company, a given based on the company's track record, this acceptance is, thereupon, rescinded and further action is needed.  I understand that by choosing to accept the business response, at this point in time, that my complaint will be closed as conditionally resolved.  Regards, ******** ***

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sent a wrong size of an item I'd like to return at their expense since it was their error. I have emailed them six times about this. I get a message saying my email will be answered in 24 hours, but it is never answered. Ever. I would like them to email or send me a return label so I can return the item at their expense and get a refund on the erroneous item. Seems simple enough. Nobody is manning their email reply desk, apparently. The days drag on. I want to get this returned within the 30 day limit. And I want both the postage and the price refunded.

Desired Settlement: I would like them to email or send me a return label so I can return the item at their expense and get a refund on the erroneous item. Seems simple enough. Nobody is manning their email reply desk, apparently. The days drag on. I want to get this returned within the 30 day limit. And I want both the postage and the price refunded.

Business Response: I do apologize for you receiving the incorrect size. We do not have return labels but will pay the return postage for this item. Our items are unconditionally guaranteed and can be returned at any time. If you wish to exchange the item for the correct size we can do that over the telephone as well as refunding you for the return postage by calling **************.

10/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Mr. **** ****** Please allow me to share my experience with you, of one of your company, Catalog Favorites over the past month. I I mailed my order with payment August 22,2014. I was unable to verify my order had been received for several days after it cleared the bank. I have never been able to get a shipping date or tracking number, if there is one. On Sept. 13, 2013 I received one (1) of the 7 items at my Florida Address, I had paid for it shipment to North Carolina. I assume now that I may never receive the rest of the order I paid for. So be it as it may. Many seniors living in north-west Florida depends on mail order shopping as well as dependable local merchants. A system is in place where as residents of villages and communities are informed the type of service others have received, and to make each own decision about the company. Company within Potpourri inc. has been entered into this system, along with Massachusetts BBB Review, Inquiries and Customer Reviews Summary Reports.

Desired Settlement: * see attached order info: The next times we’ll check with BBB’s BEFORE placing orders or doing business.

Business Response: I do aplogize. We called and left a message regarding this order. The operator that entered the order misunderstood that only 1 item was to go the the North Carolina address and sent all the items to that address and sent only the 1 item to your address. We would like to know if you would like the items shipped to you at no charge or just a complete refund for the order. Please call our toll free customer service number ************** and reference order********.

Consumer Response: Better Business Bureau: 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.  Regards, ****** *****

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For seven months I was CHARGED 12.97. I DID NOT AUTHORIZE ************* to join any club. I purchased items twice which I charged my***** CC. There is no way that I joined a club, to be charged 12.97 each month.....for what? This is a scam.....I want a REFUND of 90.79....IMMEDIATELY.

Desired Settlement: $90.79

Business Response: On 12/9/13 an internet order was placed where the customer accepted our VIP membership program. This program is offered after the order is placed and to accept the program you must enter your email address  which states Provide your email address as your electronic signature and click start saving below. Your electronic signatuare serves as your written authorization gor********* VIP to charge/debit the monthly membership fees described in the offer details to the right to the same account you just provided with your ********* order.You must also click on the red "Start Savings" bar. It states before the bar by clicking "Start Savings" below you agree to the Offer Details on the right and to join ********* Catalog VIP and claim your 10% cash back and Free shipping on today's order.I will contact VIP and ask that you be canceled from the program and all monthly fees after the 30-day free trial be refunded.

Consumer Response: Better Business Bureau: 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 #********. Please add your rejection comments below.  Regards, ********* ******* I was charged 12.97 TWICE ON MY **** ** ******* ****** ****.  i want a FULL REFUND OF 25.94.  

Business Response: I  contacted the membership program as I stated  and all charges are being refunded from the start of your billing.

Consumer Response: Better Business Bureau: 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.  Regards, ********* *******

9/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned these items to Back In The Saddle, a catalog distributed by Potpourri Group. Order number is ******** Qty Description Total Status 1 Beaded Abilene Hat $29.95 1 Trick Rider Tee Large $19.95 My USPS tracking # confirms that these items were delivered to them on August 27, 2014. I called them on September 3 and they claimed my item had not been received and to check back in a few days because "we are very busy because it is the holiday season." It is not the holiday season. I sent them an email on September 8 and got an automated response saying they'd address it within one business day. That came and went; I emailed them the next day to check status and again this morning and they are not answering my email.

Desired Settlement: I just want them to honor their return policy and give me the refund.

Business Response: As stated on the back of the invoice it can take 4-6 weeks for the full process of the return/exchange. The items returned on that date mean that is when the package is received. The warehouse processes many returns and then the paperwork is sent to the data entry level to process the return back to the credit card.Because you have the tracking on the package I will issue the refund for the two items today.

9/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last month we were reviewing an item to purchase. However, the company's web site malfunctioned, so we called them. They insisted I give them my Visa card info to begin. Then, the rep advised us of the product which we decided NOT to purchase. However, when I checked my bank statement on line, I saw that the company DID charge us for the item. When I called, they resisted removing the charges, but did so. This month, yesterday, 3-SEP-2014, I reviewed my bank statement and saw two (2) charges of $14.95 with no explanation. When I called them I spoke with a rep, *****, who said that this charge was a monthly charge for a VIP membership and we had requested it last month with the aforementioned mixup, which we did NOT request. Also, she said they only processed it once, but my bank statement showed it being processed twice. My bank did reverse one of the charges and the company said they would cancel this membership which we never approved. It is still showing up today. Finally, they never advised me that they were holding on to my Visa card info. which I feel is totally unethical.

Desired Settlement: Immediate refund and confirmation that that they have removed our Visa card info. They should be publically exposed as a fraudulent and unethical company, as well, for these actions. Thank you

Business Response: The customer **** ***** placed an internet order on 8/2/14 for two items. At this time our VIP program was offered at the end of the order confirmation which she accepted. This order the customer called stating she did not receive it (which we show delivered on 8/11/14) We gave her a refund for the purchase. To remove the charges she must call the VIP program and cancel her membership and they will refund her credit card. **************.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned an item that I had ordered but did not like. I returned it by priority mail with insurance per instructions. I included the return form in the package. I received delivery confirmation on 8/30/14. I tried contacting by email twice (Sep. 5 and Sep. 8) with no reply even though the auto-response said I would receive a reply within 1 business day. I tried calling once but could not get a person unless I wanted to place an order. I want a refund for the item I returned in the amount of $59.95.

Desired Settlement: Refund for returned item as a credit on my credit card for $59.95.

Business Response: As stated on our returns please allow 4-6 weeks for refunds. The date of 8/30/14 was a Saturday and the warehouse is not open. The following work day (Monday) was a holiday. We have not processed the paperwork to date, but I will issue the refund at this time, but please be aware with future returns it could take the allotted time stated on the invoice.

Business Response: Your credit card gets authorized the day of the order but is not charged until the items are shipped. On the back of the invoice where you write in whether you would like to return or exchange the item it states Please allow 4-6 weeks for Exchanges and or Refunds by Credit Card or Check.

Consumer Response: Better Business Bureau: 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.  The information provided on the company's web site regarding returns is misleading as it states that returns and refunds will be "prompt and courteous" neither of which happened until I contacted BBB. Regards, ***** *******

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called North Style at least 4 times over the past 18 months and emphatically asked them to stop sending me catalogs. I have told them they have a legal obligation when I make this request to take me off their mailing list. I have given them the common variations of my name and asked them to block them all should they tap into other lists. After each request, the catalogs stop after 6-8 weeks, which is reasonable since I know companies print catalogs ahead, but then a few months later, they start coming again. I have told them that because they can't seem to abide by my requests, I will never buy anything from them again. Additionally, my one experience with their products was that quality was poor and the representation in the catalog less than accurate. I abhor the waste of paper, and I feel completely disrespected. If I could afford it, I'd sue them for violating the law that says they have to take me off their list when I ask. I shouldn't have to go to these lengths to get common courtesy. Please contact them and do whatever is necessary to force them to abide by the law and stop wasting resources and annoying people like me. Thank you.

Desired Settlement: An apology and a commitment to follow the law and take people who request it off their mailing list and make sure we don't get back on. I also believe that with companies such as this one, who show so little regard for such requests, there needs to be follow-up over at least the next 1-2 years to be sure they are sticking by it.

Business Response: I have contacted our Director of Marketing to stop all mailings of our catalogs.

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. 

It is not enough to simply make sure I am removed from the mailing list. I want to know what North Style is going to do to improve their system so when others call and ask to be removed, they can be assured it will happen. I have also asked that they implement their computer system in such a way that my name or some variation of it--and I've given them the most common ones--will not go back on the mailing list. It is my understanding that legally I can ask for this and expect it to be effectively implemented. I also want to know what the BBB will do to check up on them at some reasonable future date to make sure they are carrying out these functions and being consistent and responsive over time in doing so.    

Business Response: We do remove  your name and address from our system, but we also purchase from different mailing lists names and address frequently. So if we remove your name and another source gives us the your name again it then goes into our data base. That could be why it is going in with different variations. By giving your name to our Director of Marketing I have asked that we check to see that you are put on the Mail Preference Service List to not purchase your name and address.

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.

Simply removing my name is not sufficient. What I have asked for is evidence that the business is putting in place a regular process to prevent what has happened to me from happening to others who make the same request. Legally when someone asks for their name to be removed from a mailing list and steps to be taken so it does not get back on a mailing list, they have a right to expect this task to be done consistently.  I also want to see some sort of a accountability in that someone with authority to enforce this checks up on this company periodically. They have shown themselves to be disrespectful and disdainful of someone making such a request, and as such, do not seem like they can be trusted to keep their word without some sort of oversight.  

9/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 23, 2014 I placed an order with the above company. The order screen showed shipping of around $12 until I hit submit at which time the page refreshed and showed a $40 shipping and handling fee I promptly tried to cancel the order by exiting out of the screen, but it did not cancel. I contacted them off their website to cancel. I received a response they had received my email and would contact me within 24 hours- no response. Emailed again on July 25 same scenario as above. Then I received a shipping confirmation so I called. The rep said there was nothing she could do and to return it and I would receive a full refund including the shipping cost to return. The parcel arrived mid August and on August 19 I again contacted them via the website asking to have the above promise (return for full refund plus the cost to return it to them) in writing. Once again I received the message that my email had been received and I would have a response within 24 hours. Again no response. On the 22nd I emailed from my email account rather than the website and asked for the above promise in writing or a $27.95 refund to offset the outrageous shipping charge and I would keep the product. I sent the email with read receipt on so I know they read the email that day, but no response.

Business Response: As stated in the shipping chart it is an additional 35.00 to ship to Canada. The order was placed at noon on the 23rd and packaged and in the warehouse by 2:00pm the same day.At that point we could not stop the shipment. I will credit you the postage requested at this time.

9/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An online purchase was made in April of 2013 for clothing. During the checkout process, a screen pops up for VIP status indicating a rebate is available. You select this (and cannot get out of that screen without selection) - then you proceed to checkout. This causes a reoccurring monthly charge of $12.97 that is automatically charged to your credit card. The charge was never picked up during our monthly payments (shame on me) BUT once it was, a call was made (May of 2014) to cancel the $12.97. I requested that a refund was due as I would never have agreed to charges placed on my credit card account. The total refund to me is $155.64 but multiple this by countless customers who have been also scammed by this company - they are making a killing with this VIP status.

Desired Settlement: I would simply like to receive my money spent on a VIP status I never knew existed.

Business Response: An offer comes on the screen after the order is complete. If you do not want to accept or read the offer to exit you would either click on the X in the upper right hand corner of the offer or click on the "Return to Order Confirmation" in the lower left hand corner of the offer.
To enroll in the offer it states"Provide your email address below as your electronic signature and click the "Start Savings" button. Your electronic signature serves as your written authorization to charge /debit the monthly membership fees described in the Offer Details to the right to the same account you just provided with your order.
I will contact the VIP Savings to cancel your membership and refund your monthly fees.

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. 


As I understand I will be receiving a refund for those months I was charged the VIP membership.   Thank you

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item via catalogue. I have contacted the company via e-mail on NUMEROUS occasions since July 9, 2014. I get an automated response that I will be contacted within 1 business day. I HAVE NEVER BEEN CONTACTED BY THE COMPANY OTHER THAN THESE AUTOMATED REPLIES. On July 16, 2014, I returned the merchandise to Expressions, citing their extremely poor customer service. To date, the company has neither acknowledged that return, nor has it issued a credit to my credit card. In addition to this, they charged a postage and handling fee in excess of what it should cost, since I returned the package to Expressions for $2.68, not the $7.00 + fee they charged me.

Desired Settlement: Issue a credit to my credit card account to include full purchase price and postage and handling. Apologize for lying to the customer numerous times.

Business Response: I do apologize we did have problems with our customer service emails in the month of July. I will process your credit today. Our postage and handling is based on the value of the item as well as the insurance because our items are unconditionally guaranteed. If in the future you have any problems our customer service department is open 24 hours a day, 7 days a week. ?

Business Response: A full refund of 31.50 was issued to you on 07/29/14.

Consumer Response: Better Business Bureau: 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 #********. Please add your rejection comments below.  I am aware that a credit for $31.50 has been issued.  In my earlier rejection of a solution, I requested an additional $2.68 to cover the amount of postage I paid to return the merchandise.  This was a cost I would have ignored had Expressions ever bothered to respond to my numerous requests for information.  The fact that they experienced e-mail problems isn't a legitimate reason as they were aware of the problem and hadn't corrected it over the course of an entire month during which I attempt to get answers to my inquiries.  Expressions may refuse to reimburse the $2.68 but will have lost a customer who will not recommend the company to prospective customers.   Regards, ******* ****  

8/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a catalog from this company in the mail. It was labeled Garden, Home & Pest Control but there are several pages that contain adult sexual items. There is no indication that those things are included in the catalog. I have children that pick up the mail and for them to see items like is absolutely disgusting and misleading. You would think that if things like this are included in a catalog there should be some warning that says it might night be appropriate for anyone under the age of 18 years old, that it should be sealed in someway, or at the very least it should not be mailed unless it is requested.

Desired Settlement: That this company takes the appropriate action to not mail catalogs with this kind of material in it unless it's sealed and to never mail me again! (Already requested to be removed from the list)

Business Response: I will notify the managers who are incharge of selecting items for their catalogs of your concerns and will make sure your name and address are removed from the catalog.

Consumer Response: Better Business Bureau: 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.  Regards, ******* ******

8/15/2014 Advertising/Sales Issues
8/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company has been charging an unauthorized recurring monthly charge of $12.97 since 11/18/2013. They insist that I joined their VIP Club and that I agreed to this when I placed an online order with Catalog Favorites. I did not agree to this. After discovering these charges today, 08/05/2014, I called them to question what this charge was and to request that it be stopped immediately and a full refund on the 10 charges. I was told that they can cancel this service, and that they cannot refund the past charges as it is "Non-Refundable" and they could not refund the previous charges. I am on paperless billing statements with my credit card company and sometimes I don't look at the statements each month I just pay the amount due. Nevertheless, I did not authorize these people to deduct money each month for a membership service unbeknownst to me! I was living in Colorado at the time of the original merchandise purchase (the CSR had trouble finding an account under my name).

Desired Settlement: I would like a full refund of all charges related to this so-called VIP Club that they say I agreed to. At this point, I show 10 charges of $12.97 for a total of $129.70. I haven't ordered or used this "membership" and I shouldn't have to pay for it since I did not order it! As far as I know, I haven't ordered from Catalog Favorites since that November date! I also request that they stop sending catalogs to my address and that they never contact me again via phone, email, or mail.

Business Response: This is a membership offered on the web after your order is placed. To accept you must enter your email address and check off the appropriate boxes.
I have contacted VIP Savings Club to issue a full refund and to cancel your membership.

Consumer Response: Better Business Bureau: 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.  Regards, **** ***

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have bought one product from this online company and returned one product to them since last September. For the past five months, I've called numerous times requesting them to stop sending me their various catalogs .... I don't want ANY of them. While they are agreeable to fulfill my request (calling me hon and dear), there has been no follow-through and I continue to receive these catalogs in my mailbox. PLEASE MAKE THEM STOP.Thank you!!!

Desired Settlement: It's simple ..... I want them to STOP sending me their catalogs!!!!

Business Response:

I will send your name and address to the director of our marketing department to remove you from our catalogs.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a clothing item to this company on 6/30/14 via **** As per the *** tracking information (******************) this item was received by ********** at the address specified on the return slip included in the initial package on 7/3/14 signed by ******. I have not received a confirmation by ********** that this item was received and the amount of the item credited back to the card used for the purchase. I have emailed ********** customer service regarding this returned item three times since 7/7/14 and have not received a response other than an automated message saying they will contact me within one business day.

Desired Settlement: Please have NorthStyle contact me via email regarding the returned item and expected time for processing my refund.

Business Response:

We tracked the return and it was received and a credit for the item was posted. We are sorry for any inconvenience.

7/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a gift from this company. First the picture of the item was misleading. I was a plush pony blanket. I received a plush pony only. I choose to keep it due to only receiving a day before Christams. I did call the company and complained about fake advertisement. I am now being charged on my credit card a monthly fee for discounts for this company for the amount of $12.97 since December of 2013. They are saying that I was signed up for a discount program. I do not recall doing this and I only made one purchase and plan to never deal with this company again due to the bad deal I have had. It does not make sense to pay a fee to get a discount. This company is a very bad company to deal with. When I had called to complain of the purchase I asked the person to look at the picture and wording of the plush pony and tell me what they would think they were buying and they agreed with me. I do not remember details of paying for a discount.

Desired Settlement: $12.97 per month since December 2013.

Business Response: When placing her internet order the customer signed up for our VIP exclusive savings program. The program has discounts at over 800 Marketplace Retailers.To sign up the customer must enter her email address as well as clicking on "start saving". All of the information regarding the program details are on the website and when the customerjoins all the details along with the toll free number are then sent again to their email address. It is free for 30 days and you can cancel at any time within that time frame and not be chargedand you still can claim a free shipping and 10% of your order placed. After the 30 days if you have not called to cancel the monthly fee is charged until you call to cancel.I will contact the VIP membership and ask that the customer is cancelled and her money is refunded.

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. 

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 11/12/13 wrote check for order--forgot to put order in envelope--found order in files 6 weeks later.11/18/13 check #3214 for $133.80 cleared my bank.12/13/13 or sometime shortly after call to customer service--will be sending check. No check yet.4/23/14 hand-written letter sent--no response.7/4/14 e-mail sent--respond says will be dealt with within 24 hours.7/14/14 24 hours X 10 days = 240 hours. Still no $133.80.! New e-mail sent.

Desired Settlement: Still waiting for my money.

Business Response:

I have checked into this situation and found the order was shipped to an incorrect customer and have now generated a check and it will be issued to ***** ****.
I am sorry for any inconvenience.

Consumer Response:

7/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/28/14 I placed an order with NorthStyle online order# ******** at which time after I placed the order a notice came up stating the item was on backorder. I was expecting to receive the order within the next 2 weeks so I decided to give the vendor an opportunity to deliver. I received a notice from NorthStyle on June 4th apologizing for the delay in the backordered item and that I could reply by sending the email with the request to cancel or I could request a substitution or just not reply. I sent the reply message as instructed with a request to cancel the item that I had requested almost 2 months ago. On 6/27/14 the item was shipped to my house and $65.45 was deducted from my bank account. I sent the company a copy of the email that had been sent from their company regarding my backorder and advised them that I was sending the item back and wanted a full refund. I have proof of the email from their company and the reply that was made to that email which provided my order number, item and amount of the purchase. When I attempted to send the item back at the post office on 6/30/14 they advised me that I had to pay for return shipping. Upon calling the company and speaking with customer service representatives: ***** and ******* I was advised they had never received my reply. When I questioned them on how they could not have received my reply when the email was sent and I returned the answer with hitting reply they could not explain. I was further advised that I needed to pay the return fee for something they errored in handling. I am returning the item and I want to be fully refunded the $65.45 and the return shipping fee that I should not have to pay. This company made an unauthorized payment from my bank card when they had been properly notified. They held on to my money for close to two months and I should be reimbursed immediately. I am requesting an investigation in to this companies fraudelent practices and I am demanding my refund immediately. The company has poor customer service and I will never shop with them again.

Desired Settlement: I am returning the item and I want to be fully refunded the $65.45 and the return shipping fee that I should not have to pay. This company made an unauthorized payment from my bank card when they had been properly notified. They held on to my money for close to two months and I should be reimbursed immediately. I am requesting an investigation in to this companies fraudelent practices and I am demanding my refund immediately. The company has poor customer service and I will never shop with them again.

Business Response: I do apologize that we did not receive the cancellation of your back ordered item. We do not charge for the items until they are shipped and this item was shipped out on 06/18/14. We will do a full refund including your return postage for a total of the $74.00 you are asking for.

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. 

This company has a history of advising they have never received responses from customers which is untrue per my attachment. There are numerous complaints on the internet concerning their poor customer service, unlawfully charging of peoples bank accounts and issues with backorder accounts. I want my refund immediately upon receipt of the returned item and I want nothing more to do with this corrupt company. I will be blocking and cancelling all catalogs affiliated with Northstyle/Potpourri. If I find any future withdrawls from my account from this company or any of its affiliates I will consult with the Attorney General. I will close this case when the refund is returned paid in full including all shipping expenses.  

Business Response: The total of 74.00 dollars was refunded on 7/1/14...

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.

6/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an online order with SerengetiCatalog.com (Order Number ********). On June 5, 2014, I received an emailed confirmation of this order along with the following message: Thank you for your recent order, which now on îts way. Your order number ís ********. To thank you for being a valued customer, we'll deduct from your next online order when you place it within 24 hours! You must click through email to receive discount.” That same day, June 5, I placed a new order through Serengeti.com in order to take advantage of the 15% discount. That order (********) was confirmed by email on the same day. "Your Serengeti order has been received and is being processed. You will receive addìtional confirmation emails for order within the next 24 hours. If you need additional information please do not hesitate to contact Customer Service." When I placed the order, I noticed that the discount had not been taken and immediately contacted the Customer Service web site (*************************) That email was submitted through a form on the Serengeti website and I do not have a copy the actual email; however, I did receive confirmation that my email was received. I tried four more times to get a response from Serengeti about the discount (copies of available emaíls enclosed; unfortunately I think I deleted one of them) but they have never responded other than to send a confirmation of receipt of my inquiry. Needless to say, I paid full price for the second order. I would have returned it, except that would have cost me about $12 in shipping charges to do so.. I know a 15% discount is not a large amount of money but there is a principle of good business pracìices involved, I would like to receive the discount and a response. Can you help? According to its website, Serengeti part of Potpourri Group Inc.. (PGI) in ***** *********, Massachusetts. its mailing address is P.O. Box ***** **********, MA **********. Sincerely, ***** *******

Desired Settlement: 15% discount

Business Response:

I do apologize for your email not getting answered. You are able to contact our toll free customer service line 24 hours a day if this problem occurs again. I have refunded you the 15% off your order totaling 12 dollars.

Consumer Response: Thank you for your satisfactory response. I did not call Customer Service because I am hard of hearing and have difficulty with phone conversations. That's why it was so frustrating to never receive an email follow-up. Having received the 15% discount that I knew was owed satisfies this complaint. 

6/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We received an unsolicited catalog from this company in the mail. It is mostly clothing and jewelry but there are several pages that contain adult sexual items. There is no indication that those things are included in the catalog. My 10 year old daughter was looking at it when she discovered them. I would think that if things like this are included in a catalog there should be some warning that says it might night be appropriate for anyone under the age of 18 years old, that it should be sealed in someway, or at the very least it should not be mailed unless it is requested.

Desired Settlement: I would like to see their catalog marked in some way so that it is identified as something that should not be looked at by children.

Business Response:

I do apologize for receiving our catalog. I have removed your name and address from our mailing list which will stop any further mailings of our catalog.

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Person: On 3/3/14 I sent out an order to this company for above order . On 3/18/14 I called and was informed that I had a $10.00 short payment . (this was my 1000 check from my account and for some reason my math was off by $10.00) (check cleared bank 3/5/14)  I got out my bank card to pay balance due over the phone and was told they would not let me . Payment had to be made by check . Check written and sent 3/18/14 piked up from my mailbox 3/19/14 also the date I got their letter telling me of shortage but no overall total , shipping and handling charge order numbered ********  I was ready and able to pay due balance on 3/18/14 but they outright said no . This is 4/29/14 and they claim they don't have the $10.00 payment but on 4/14/14 told over phone they had received it .  I had called once again because on 4/28/14 while doing my monthly bills I called my bank to verify bal. Check **** not posted for $10.00 They said I should cancel check and send new one . (They being Whatever Works)  Now during this  time I was told that they were going through a move and other related events.  I have never had any check off for the right amount . Before and somehow on my ( 1000) check it was off by $10.00 exact .  They would not let me use bank card to correct payment over phone (from same account) They now claim they don't have my $10.00 check after they said it was received , and the first check with order was picked up on 3/3/14 and posted 3/8/14  But it took until I called 3/18/14 to find out there was a shortage. If they don't have balance check I will only pay over phone ! 

Desired Settlement: Unspecified

Business Response: We did receive a mail order from the customer which was entered on 3/10/14. The customer was short 10.00 from the order total to the amount of the check mailed with the order. If the shortage is more than 10% of the order a letter is generated letting the customer know that their order is on hold awaiting the amount due. We wait 6 weeks for the customer to send in the balance and if we do not receive the payment we cancel the order and send a refund check for the original amount sent in. Ido not know who the customer spoke with but we did not relocate or have any issues with moving etc. We do have notes on the 14th stating that he called and we still had not received a check for 10.00. To date we still have not received a check and the order was canceled and a refund for the original amount of his check has been sent back. If the customer would like to place the order via a credit card I would be happy to place the order and send it out express.

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.

There phone record’s should show who I connected with.  Not that it would make a difference.  Note, they say to place order via credit card (but, I couldn’t pay the $10.00 shortage by credit card). And I was told the $10.00 check was received. I give up, someone is lying and it’s not me.  They also want you to believe that the Post Office did not deliver the letter with the check in it and my bank statement notes check is out of sequence.    

Business Response: I do apologize but we did not receive the check and the operators would not know when checks are received they go to our accounting department. I would be happy to replace the order if the customer would lilke,

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 followed all the instructions and they still offer B.S. reason's, not one fact." What difference does any of this make.  They chose not to honor their order form, full payment and shipping  & ins. agreement.  The $10.00 check was posted 5/14/2014 at my bank. And their acct. dept is the whole problem. I just want to know who else I could get order in question from.  "whatever works" failed being a mail order company!  

5/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ORDER CANCELLED 170.90 TOTAL INCLUDES 4.95 FOR FASTER SHIPPING ( DID NOT HAPPEN _ WITH ***** 4-10-14 8:27 AM , TOLD TOO LATE TO CANCEL - ALREADY SHIPPED WHEN I SAID " NOT SHIPPED AS REQUESTED" REFUND OF 4.95 ONLY REFUND RECEIVED , STILL OWED $165.95 , TOLD I'D RECEIVE FULL REFUND PACKAGE RECEIVED IN OFFICE 4-18-14 TOLD CLERKS " RETURN TO SENDER , ORDER CANCELLED" REFUSED PACKAGE AS I WAS TOLD TO DO IN ORDER TO GET FULL REFUND DUE $165.95 TOLD REFUND WOULD BE BY MAY 31ST 5-10-14 1:40 PM CUST SERVICE ******* SAID "RETURN NO RECEIVED" TOLD BY OTHERS IT WAS AFTER MANY CALLS TO CUSTOMER SPECIALISTS - NO SATISFACTION ******* SAID " YOU HAVE TO WAIT UNTIL END OF JUNE I WAS SUSPICIOUS BECAUSE THEY RETURNED 4.95 WHICH WAS EXTRA CHARGES I PAID FOR FASTER SHIPPING BUT WHEN CALLED TO CANCEL AFTER PLACING ORDER WAS TOLD TOO LATE ORDER ALREADY SHIPPED "  If true why order placed April 8, 2014 was not received in office until April 18 , 2014 refused and returned tracking # ********************** by Smart Post through Post Office called spoke to ******* who again wouldnt help and said " return not received" couldnt track . I call post office after no help ! and many calls about refund due . Spoke to ****** filed a case # ********** 6-2-14 2:05 pm ( * *** *** ****)  Received call back later in day . The post office tracked return which ******* said " She cant do " Post Office told me " Return Package in MA distribution center April 28 14 " I called * *** *** **** spoke to ***** 6-3-14 9:08 AM " Still not received" I feel someone is confused since was tracked by Post office who gave me (***) *** * **** Opt * mail fraud number . Feel company must have other complaints  Sincerely  ******* ******

Desired Settlement: Refund rest of charge due $165.95 ASAP

Business Response: The customer placed an order on 4/8/14 with the rush service. The package left on 4/8/14. The customer called back on the 10th and was not happy that rush service was Fed Ex to the post office and did not want package delivered via postal mail. At this time package could not be stopped and by tracking number through Fed EX ******************** it was delivered on 4/17/14 at 4:33pm. There was no record of returning the package to us. I tracked with the tracking number the customer stated she received by the post office **********************
and the post office stated that was the tracking number they give the package and it was delivered to the customer on 4/17/14 at 4:33pm. We have no record of the package being returned by either FED EX or the postal service. When the package is received to us we will give the customer a full refund. At this time we have not received any 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. In regards to complaint # above, I had problem with order placed, ******** with Expressions - Catalog *-***-******** Paid 4.95 for faster shipping.  This was refunded to credit card, but not balance I paid 170.90 - 4.95 = 165.95 still due! Package **** **** **** **** **** ** reached office in my Senior Complex on April 18. 2014.  Was sent Smart Post. I went to the office same day. Refused - return to sender, Was canceled.  Handed back to person for mail person.  I never had possession at any time of this package.  Spoke to several customer service reps, last one being ******* who said “Package not received”. I filed ******* **** to locate package with ******, 5-2-14  2:30PM. PO Tracking showed returned to ***********, MA 4-28-14.  When nothing heard, I filed another **** ******, 5-12-14 7:55AM with *****, to be re-opened. I’m 87 year old senior, no internet no cable, no computer, etc. Only my land-line which has no long distance to call. As of today, Post Office still trying to find package returned, which did reach ***********, MA  4-28-14. Since package returned and received, why can’t I get back rest of my money due me?  I’m on fixed income and really need this $165.95.  

Business Response: We did do the credit for the customer yesterday on 5/19/14 but to date have not received back the package. Once the package is delivered it cannot be handed back to the mail carrier the next day and say refused. The customer must send it back through the postal service at that time.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2/13/14 BETTER BUSINESS BUREAU I AM CONTACTING YOU IN REGARDS TO MY PURCHASE OS A "**** * ****** " ULTRASONIC PESTREPELLER , LAST YEAR FROM A CATALOG FIRM . THIS PRODUCT IS INEFFECTIVE . I'VE TRIED CONTACTING " **** * ****** " SEVERAL TIMES & MY LETTERS WERE RETURNED LABELED " RETURN TO SENDER - UNABLE TO FORWARD" PHONE CALLS TO THEM - GETTING A ****** ****** ESTABLISHMENT IN ****** , IL (THIS ADDRESS & PH # LISTED ON THE WEBSITE ) (PH # **********) AS " **** * ******S ! APPARENTLY - SOMEBODY IS USING THE WELL KNOWN FIRM **** * ****** TRADEMARK TO MARKET THESE PRODUCTS (OTHER * * * ITEMS SUCH AS HAND HELD AM , FM . SHORTWAVE RADIO , TORCHLITE ETC.)  I THOUGHT YOU MIGHT BE INTERESTED CHECKING INTO THIS " BOGUS" FIRM - ( WHOEVER/WHEREVER THEY ARE) & WHAT ACTION IS TO BE TAKEN ...TO PROTECT OTHER  UNSUSPECTING VICTIMS THANK YOU FOR YOUR TIME & ASSISTANCE . AWAITING YOUR FAVORABLE REPLY .  SINCERELY  **** ** *** *** PH ********** **** *** RD ******** , WI ***** * WELL KNOWN SLIDE PROJECTOR MFG. 1930'S - 1970'S ETC ** PHOTO COPIES ENCLOSED : LETTER TO "******** *****" & CATALOG ADS & **** * ****** ADDRESS & PH NUMBER .  "SEMPER FI"

Desired Settlement: see Attached document

Business Response: **** *** ****** is not a company any more. Their name is licensed out to various companies. This company for this item is *****. Any item that is sold through our company is unconditionally guaranteed. If it is a question regarding the **** *** ****** company then ***** must be contacted.

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.

05/01/104 Re: Complaint ********B.B.B.290 Donald Lynch Blvd Suite 102Marlborough , MA 01752 Nothing has been resolved in this matte , as I did not contact " *****" nor have I heard from " Potpourri Group , Inc " " ******** *****" , " **** * ******" , etc , etc.....More than likely I would have to return the so called " Pest Repeller" which would cost at least half as much as the price of said " Item" , shipping , handling , etc, etc...It is just the principle of it , that these items are advertised to do " Wonders" are just a " sham" , is how I feel about this (I also had other so called " **** * ****** " products (radio) which failed . I also was informed by a friend of mine who had the same poor results with the so called " Pest Repeller"....Basically , I wanted to inform the BBB of the false misinformation & items of the so called " **** * ******" description etc of said products , making BBB & others aware of these practices . As previous letters. PS The original **** * ****** firm was a reputable business , etc....Thank you for your time , Semper Fi !  

Business Response: As we stated we have an unconditional guarantee and stand behind any products we sell and all you would have to do is call our toll free number and a refund would be issued. I thought it was a question regarding the manufacturer of the item.  

5/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company failed to honor a price that was advertised on their website for their Eye of Ent pendant. They advertised it for $6. I ordered 7 pendants. When I called to check on the status, they informed me that all 7 pendants were damaged. I did not believe them. when I finally spoke to a superviser, she told me that there was a typo on the website and that they had put the wrong price there. I was also charged for a top I didn't receive. Today, I received a letter that they were not sending the top. I called to see if they would credit my debit card back and they refused, citing that my card had never been charged, although it clearly had.

Desired Settlement: I would like the seven pendants at the price it was advertised. I would also like a refund of the $50 I was charged for the top. I have the order confirmation from this company that clearly shows the advertised price for the pendants.

Business Response: I do see an order where the customer ordered 6 of the pendants and the item was cancelled because there was an error on the website and the incorrect price was advertised. If the customer would still like to order these I  will honor the price she had seen on the web. She can call me directly with the credit card she would like to use.My number is ************.

5/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ATTEMPTED to order item online never got confirmation, just popup that tried to get customer to buy into a "SAVE" program... week later I was charged for 18 of the item.. called customer service on 11 apr 2014 and the 3rd or 4th rep claoimed to have canceled order.... on 12th april they were still active... called agin and rep called bank and they disappearded of my bank account.. ON 21 April charge for 64.80 appeared again, which would have been for 3 items plus shipping... NEED TO GET IT FIXED... Product_Or_ Service: shound have been 3 t shirts if website was right Order_Number: non-ever given

Desired Settlement: GET CHARGES OFF MY ACCOUNT PERMANETLY !!

Business Response: The customer placed 5 orders via the internet for 3 of one item on each order under 3 different profiles. We did cancel 4 of the orders but the 5th order was under a different profile and thatorder shipped with 3  shirts ....The customer will return the items and we have already given him his credit for this order.

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i placed an order on March 20th. My account was charged $395.-- 2 weeks later I received my order. I returned, for REFUND, 1 sweater -$44.951 dress $59.951 jumper $34.95Total REFUND should be $139.85 I have received nothing.I also sent back some items to be exchanged.3 cuffed shirts at $29.95 each ($89.85) (for a different size)1 jacket that was sent by mistake $34.95 and asked that the cardigan that I initially ordered be sent which was $27.99These items had all been paid for. Plus there should be another adjustment of $6.96 for the item that was shipped wrong.Instead, they have shipped out these items AND CHARGED my account $109.84.This is fraud and I want satisfaction now.

Desired Settlement: I need to have $256.65 returned to my account immediately.

Business Response: We received all of the items returned and  credited you back on 4/21/14 266.15 which was the items plus the item that you requested ***** that you did not receive. We then rebilled  you for the items you requested in a different size as well as the item ***** 109.84 which will be charged when the items ship. If this is a debit card it is an authorization before shipping.                      04/21/14 *****    P&H     0.00 Tax     0.00 Other     0.00 Returned      Prod ***** BR L           Qty 1      Amt 44.95         Reason 09 Returned      Prod ***** RD L           Qty 1      Amt 27.99         Reason 78 Returned      Prod ***** KH PXL         Qty 1      Amt 59.95         Reason 09 Returned      Prod ***** CHC PXL        Qty 1      Amt 17.95         Reason 09 Returned      Prod ***** RU PXL         Qty 1      Amt 29.95         Reason 88 Returned      Prod ***** BR PXL         Qty 1      Amt 29.95         Reason 88 Returned      Prod ***** SG PXL         Qty 1      Amt 29.95         Reason 88 Returned      Prod ******               Qty 1      Amt 25.46         Reason 88 P&H 0.00     Tax 0.00      Other 0.00      Tot Prod 266.15     Total 266.15     ***** BR PL              1 Cuffed Knit Top Brown Petite Large                               29.95  04/21 In The Warehouse        ***** RU PL              1 Cuffed Knit Top Rust Petite Large                                29.95  04/21 In The Warehouse        ***** SG PL              1 Cuffed Knit Top Sage Petite Large                                29.95  04/21 In The Warehouse        ***** RD L               1 Open Front Multicolored Cardigan Red Large                       19.99  04/21 In The Warehouse      

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.

The order is wrong. I have sent my reply to their e-mail. They have $505.93 of my money and I have $121.35 worth of merchandise. If you  would total up the order I think you would find that the numbers do not add up. They are in the wrong, they are holding my money and I want it back. 

Business Response: We charged the customer 392.99 on 3/21/14 for all of the items that shipped. We then did the returns and exchanges and credited the credit card for 266.15 on 4/21/14. We then charged the credit card on 04/23/14 for the exchanged items 109.84 which gives the final charge for all items kept and exchanged to 236.68.

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.

The statement from company states that my account was charged $392.99 when in fact it was $395.99. This is what I mean by this company's tactics. It is not trustworthy. Either that or they need a new accountant. Whatever the case may be, I don't expect they will give much mind to my rejection. We both know that I will not be dealing with them again. However, an unsatisfied customer is not a good thing to have.  If someone is looking at this line I will not recommend it. There is already a small pool of people that I work with that are forgoing ordering from this company .Thank you for your help and good day to you.

5/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Without my knowledge a charge of $12.97 was added to my bank account in December 2013 and has been charged monthly since. I called and asked them to stopped and reimbursed. They agreed to stop but it seems this is something I inadvertently agreed to when shopping online from their catalog--which, I WILL NEVER DO AGAIN! These recurring charges that people accidentally agree to online should be ILLEGAL!!!!!!!

Desired Settlement: I'd like $64.85 refunded to my bank account for the Dec, Jan Feb Mar April and May $12.97 charges.

Business Response: The customer did place an internet order on 11/29/13 and accepted our VIP exclusive savings membership. She enrolled in this membership entering her email address in the location under the membership application which states Provide your email address as your electronic signature and click "Start Saving" below. Your electronic signature serves as your written authorization for  VIP to charge/debit the monthly membership fees described in the Offer Details to the right to the same account you just provided with your  order. I will contact the membership services and have her membership cancelled and her monthly fees credited.

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.    

Business Response: The customer was credited for the charges posted to her account and the membership cancelled on 5/2/14.

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. 

I sincerely believe that these obscure online customer agreements ought to be illegal.  Thank you for your help with this matter.

5/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Placed online order and received shipment and MasterCard was charged $154.85 on 3/14/14 (transaction date) and posted 3/16/14. During time of mail order it expressed free shipping for $14.95. I did not receive the free shipping and actually was charged it within the $154.85 charge. Emailed NorthStyle 3/13/14 inquiring about the free shipping never received. Never heard back from NorthStyle. Contacted NorthStyle today 5/1/14 when credit card statment received with additional $14.95 charge which posted 4/15/14 (PGI Northstyle Club). ************ Reference Number: *****************. I was advised I was sent an email with a link in it and did not proceed with the link to activate. I requested these charges be removed as it was faslely advertised and did not wish to be a part of any Club, just wanted my free shipping of $14.95. I was advised they could not remove the charge and I asked to speak to a supervisor and was denied. Not only did I pay for shipping and handling, but now they are charging a duplicate charge of $14.95.

Business Response: This customer placed an internet order on 3/13/14. After placing an order an offer for our VIP membership program comes up asking if they would like to try our membership program which allows you to claim free shipping and 10% off their order. It gives them all the details and tells them to accept they need to enter their email address to the right of the offer and click on start saving. The first 30 days are free and if the customer does not call to cancel (with the toll free number that is provided and sent to their email link) a monthly charge of 14.95 is applied to the credit card used at time of purchase. I will contact the VIP program and have her membership cancelled and have them refund her monthly charge of 14.95.

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. 

I would like to add:  If that is true of this business.....I was charged the $14.95 on my order therefore proving I never requested membership of the VIP Club.  My order total was $139.90 plus $14.95 for s/h = $154.85.  There was no free shipping nor 10% discount obtained. By all the complaints I have read, this is falsely advertised and all the email links go to spam!  Customer is unaware this is happening until the next credit card charge hit their account.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My sister bought me a necklace from **** ** *** ******. The necklace tarnished, so I exchanged it for another. I also bought a pair of pajamas with the same order and paid the difference. The pajamas had 2 buttonholes that hadn't been sewn, and the pajama pants were torn in the seam. I returned them and ordered a purse and another necklace instead. I didn't want the pajamas. I wrote a check for $50 to cover the additional cost. The company sent another pair of pajamas, which I didn't want, and cashed my check. The purse was damaged. When I called the company, they said I could exchange it for anther purse. Meanwhile, they charged my account with another purse. When I called the company, the salesperson put me on with a manager. The manager couldn't quite follow the trail of events, but said I would be charged for another purse. I said I shouldn't be, as the first was damaged. I explained what the damages were. She said she wouldn't be able to help me, but indeed, they had charged my credit card, even though they had also cashed my check. I said I would have to take it up with my credit card company, as I had not ordered another purse. It was an EXCHANGE. Further, I never received reimbursement for mailing the damaged pajamas back to the company. Her response was, "Well, I guess you'll have to take this up with your credit card company." She said this with an attitude of sarcasm. Also, I had called this company several times. Each time, the call was received by someone who didn't seem like she knew what to do. Also, each time I ordered something, they mailed the purchases to my sister's home. I asked MANY times that they change this in their system and use my address. One salesperson said it wasn't possible to change the mailing address.

Desired Settlement: I wish to be reimbursed for the items I was charged for, which included the pajamas and 2 purses, along with postage. I would also like to return one of the necklaces. The person for whom I bought it didn't like it. I will keep the other necklace.

Business Response: The order was placed for two items ****** Necklace and ****** a lounge set charged to a **** card ending in **** and being shipped to ***** *******. On 1/29/14 the customer called stating the lounge pants were defective (credit given back to the **** ****) and a new pair was shipped on 1/30/14 and billed to the **** ending in ****.
The lounge pants were returned on 2/25/14 (credit given back to **** ****) and a check for 50.00 dollars and another order with 2 items were sent ...****** 24.99 Bag and ******* 69.95
snake chain necklace. The **** **** was charged the difference between the total of the items minus 50 dollars ...44.94. When the customer called on 3/15 stating the bag was damaged we credited back the **** 24.99 and when we reshipped the new bag on 3/17/14 we recharged the ****.
If there are any credits that were not given please let me know and we will issue the credit.

Consumer Response:

If the company credited my account, it hasn't shown up on my card. I still haven't received a check for mailing the defective products back.

Regards,

\

 

 

Business Response: The only way to resolve what the customer needs is to have her let us know what has not been credited so we can move forward with the credits.

4/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a pet bed from In the ******* ** **** on Dec 1st. I received the wrong bed approximately 10 days later. I called and explained the situation and was told to send the bed back via usps. I paid the postage and insurance and sent the bed back. After mailing back the bed, I called and was told by ****** that he would phone and let know when the correct bed was enroute. ****** never called. I never received any emails on shipping status either. Today, I checked my email account and got an email from them asking "How are we doing"? I emailed them asking where is my dog bed. I then called them only to be told that I could track my package. When I looked up the information, I saw that the package was delivered on Dec. 19th at 2:20pm. It was not delivered. I was at home and have not received any package. I phoned them and told them that I didn't receive any package. They told me to contact ***** and that it is their fault. I spoke with ***** who said that In the ******* ** **** is bullying me.. I attempted to file a claim on line with ***** however, it appears that In the ******* ** **** has already filed a claim. I was told by **** to call In the ******* ** ***** I did and was told that they will notify me when they hear something from ****** Even though they have my phone number & email address, I've never been notified of the status of my order or any updates. So, I can't believe I will receive any notification. I'm in the middle of this mess and out 300.00 dollars.

Desired Settlement: I want reimbursement for 309.00 and other consumers warned of this awful company.

Business Response:

We did overnight the new bed. We tracked the package and as you can see ***** states it was delivered on the 19th of December. We filed a claim with *** ** after the customer called on the24th of December. Fed Ex will call us back with the results of the claim in 5 business days...(this gives them time to try to find out with the driver where he left the package and time to deliver the package if they find it) at that time they will notify us as to the outcome of the claim. If they honor the claim
we will refund or exchange the order whatever the customer would like.




Date/Time
Activity

Location




 -  
12/19/2013  -  Thursday

2:20 pm

Delivered


BENICIA, CA



Left at front door. Package delivered to recipient address - release authorized

12:06 pm

On FedEx vehicle for delivery


PACHECO, CA

9:23 am

Delivery exception



PACHECO, CA



Package at station, arrived after courier dispatch

9:23 am

At local FedEx facility


PACHECO, CA

7:53 am

Departed FedEx location


OAKLAND, CA

6:25 am

Arrived at FedEx location


OAKLAND, CA

4:59 am

Departed FedEx location


INDIANAPOLIS, IN

2:53 am

In transit


INDIANAPOLIS, IN

2:01 am

Arrived at FedEx location


INDIANAPOLIS, IN



 -  
12/18/2013  -  Wednesday

11:32 pm

Shipment exception


EAST BOSTON, MA



Delay beyond our control

8:01 pm

Left FedEx origin facility


WEST BOYLSTON, MA

3:20 pm

Shipment information sent to FedEx




1:17 pm

Picked up


WEST

Business Response:

A credit of 309.00 was issued to the customer's credit card on 02.21.14.

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 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. 

Regards,

***** *******

4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two mole traps and an anti-mole pellet solution from this company and paid for the purchase with my **** card. I received the goods and considered the transaction fulfilled and complete. While reviewing my bank statement, I noticed that an additional charge for $14.95 from this company and when I contacted them, they indicated that it was a this ongoing charge was for their VIP program that I apparently agreed to participate in when I completed my transaction on-line. I don't recall agreeing to any monthly VIP charge with this company, but apparently by clicking on the order button, you are apparently automatically enrolled in this monthly program.

Desired Settlement: I have already called and canceled this program with the vendor, but I wanted other consumers to know that they are automatically signing individuals up for a monthly program that I'm sure no one really wants to participate in.

Business Response:

You do not automatically get enrolled when you press the order key. After your order is placed an offer comes up asking if you would like to claim free shipping and get 10% Cash Back on Today's order. On the left side of the page it tells you how to enroll (entering email address) and then clicking the Start Savings Button..and on the right side it gives you all the offer details of the program. If you do not want to join all you would do is X out of the offer or click on the return to order confirmation button...

I will call the VIP membership and make sure the 14.95 is refunded back to your credit card.

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. 

Regards,

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned an item to Pyramid Collection by mail on March 3rd. I contacted the customer service department on March 20th and they confirmed they received my item on March 5th. I emailed Pyramid Collection on April 12th requesting refund information to which they sent an email stating I would be contacted within one business day. This did not happen. It clearly states on the return form I should expect 4 - 6 weeks for returns to be processed. That time has now passed.

Desired Settlement: I want a full refund of my purchase for 59.95 with P & H of 10.95 as I now have used more of my spare time than reasonable to resolve this mater.

Business Response: A full refund has been issued.

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. 

4/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted claim #******* but only 1 month has been refunded which they told me over the phone. I want the 4 months they charged my card fraudulently refunded asap, the remaining balance is $38

Desired Settlement: the remaining balance credited to my card $38

Business Response: As stated in our response to the previous complaint, we have contacted the membership program and they issued a full refund on the 3/24/14.

4/7/2014 Guarantee/Warranty Issues
4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Some how the ring got sent to Potpourri by mistake. It arrived at their warehouse Jan. 20,14. Signed for by their employee Nathen. Have never seen the ring since. Mistake or not it had all my information with it. I want my RING or the $100.00 price tag. Butterscotch amber ring, sterling.

Desired Settlement: I would like my ring back, $100.00 ring that was stolen by one of their employees, ******-shipping/receiving

Business Response:

Please send the tracking number for this package and address it was sent to because we do not have a ****** in our shipping department and your name and address are not in our data base so how would  you have our address to return this package? If we receive a package and the merchandise is not ours and it has a return name and address on the package we would return it to the return address. If it is just an item in the package with no address information the package is returned to the postal department.

Consumer Response:

Better Business Bureau:

Following is the information you request

 

 

 

Business Response: I spoke with the customer regarding the ring. We have just concluded inventory and are currently looking for this item. If it cannot be found customer will provide invoice for price of item and we will reimburse her.

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. 

Regards,



please have the lady from the company call us again

thank you

3/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase over the internet from Potpourri Gift on 9/18/2013 order number ******** for $26.90. I have been receiving a credit card charge of $12.97 ever since. I make approximately $4000+ in credit card charges a month so this one slipped by me and I did not realize it until the other day. I informed the customer service representative over the phone that I never signed up for this "VIP" program and wished to be removed immediately and issued a credit for the past charges. I was informed a credit is not possible but they would cancel. I under no circumstance ever signed up for this program. I would like to be issued a full credit.

Desired Settlement: I would like to be issued a credit for the full amount during the months of OCT 13- March 14.

Business Response: The program via the internet you signed up for was the VIP membership. I will email them to cancel the membership and refund your money because you did not realize that you signed up for the program and have not used the benefits.

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.

Anything but a full credit will be unacceptable.  The business only credited 1 month. 

Business Response: As I stated we have contacted the membership program and canceled the membership and a credit will be issued.

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. 

3/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Despite the fact that I pay to be listed on DMA non-send marketing lists, in the past 3 months I have received dozens and dozens of catalogs from the Potpourri group. Sometimes 3 or 4 in one day. All the catalogs come with different names and sell different products but they are all owned by the same company and have the same return address. I then filed specifically with DMA choice and Trusted ID to be removed from Potpourri's mailing list and was told my request was accepted. And yet months later I still receive multiple catalogs every week, sometimes daily. I then went directly to Potpourri's privacy page (something I believe the BBB is supposed to monitor or at least inspect) and they have a paragraph on there about opting out of their printed mailings and they give an email address that you should write to for privacy complaints. I wrote to that email address and my email bounced back with the auto response that the email address did not exist. So not only do I think their privacy policy page contains false and misleading information, but I also think they are not compliant with best practices of the Direct Marketing Association. I think they completely ignore all requests to be removed from their mailing list and give out fake email addresses to register complaints. That is why I am shocked that the BBB gives them an A+ rating. On their privacy policy page (http://www.potpourrigift.com/CustomerService.aspx?p=lbCustServ ) they provide info@PotpourriGift.com as the email address for complaints. When I wrote to that address, I got this: Delivery to the following recipient failed permanently: info@PotpourriGift.com Technical details of permanent failure: Google tried to deliver your message, but it was rejected by the server for the recipient domain potpourrigift.com by us-smtp-2.********.com. [205.139.110.61]. The error that the other server returned was: 550 Invalid Recipient - http://kb.********.com/********_Knowledge_Base/Administration_Console/Monitoring/********_SMTP_Error_Codes#***

Desired Settlement: I would like the BBB to investigate Potpourri's privacy policy page and confirm that it contains a non-working email addresses. I would think that is in violation of BBB and DMA best practices. I would also like the company to stop sending me catalogs. And I don't mean just the Potpourri catalog. I mean ALL the catalogs that this company owns. They send me so many catalogs under different business names but they all come from the same address. I want off of all their mailing lists. I have also never ordered anything from them so I am curious who sold them my name and address, especially since I am listed on several marketing association lists as someone who does not want catalog mailings.

Business Response: I have sent all your information to our Director of Marketing to have your name and address supressed from our mailing lists. You are not in our data base so your information could have been purchased from a direct marketing association. You will be removed from all of our catalog mailings.

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: .This company has been charging my credit card without authorization since December (4 months). I noticed a charge on my credit card for 12.95 this morning and called their customer service, after I told her I would dispute this with my bank she was willing to credit the March payment... however, after reading these reviews Im now worried even that one will not come. I would never join a membership program to charge me monthly when I have ordered from this company ONCE, a $15 Christmas ornament! I am sick to my stomach that a company that sends out monthly catalogs is trying to bait people into this SCAM. Im glad I noticed when I did, now I just want my $51.80 back

Desired Settlement: I want the unauthorized charges of $51.80 credited back to my card

Business Response:

Your order was placed in November via the internet and the program you accepted was the In the Company of Dogs VIP membership program. I have contacted them to cancel your membership and have your monthly fees credited back to the card that was used to place your 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 #******** I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughters and I received merchandise from relatives from CatalogFavorites.com for Christmas. There were 5 items we received that did not fit. I contacted the company by telephone and explained the circumstances to the person that I spoke with. The circumstances being that we received the items and the girls want to return for different merchandise, we have a catalog, but do not have a receipt for these items, will that be an issue. The person I spoke with assured me this would not be an issue, that all I needed to do was include with the returned items my name and address with a contact number and the person I received the items from, list what I am returning and what I want to exchange the items for. I specifically followed all instructions for exchanging the items for other merchandise. It turned out to be an even exchange $90.83 of merchandise for $90.83 of merchandise. After 6 weeks of not hearing from the company I contacted them to find out what happened to my replacement merchandise. I was told that they refunded my sister for two of the items (which this refund has not been verified with my sister) but the other 3 items were not purchased by my sister so I will not be receiving anything for those. Someone purchased these items from them, it is their merchandise, because I found all the items we received in their catalog. The customer service person did not instruct me to find out who specifically purchased these items for us before I could return them. After I called numerous times to correct the situation, I was told nothing could be done because they can not trace who originally purchased the merchanidise. This is asinine, where is our merchanidise we received as a gift that amounts to $90.83?

Desired Settlement: Replacement I would like to received the following items from the catalog in replacement for the items that I sent back:(1) ****** ********* t-shirt size M(1) ******* ******* ***** t-shirt size M(1) ******* ******* Sling Bag(1) ******* Nightshirt fuchsia(1) ******* Nightshirt blue

Business Response: To be able to exchange the items and correctly send you the items needed we would have to find the order placed. All we need is the name and addresses of the persons who ordered the items. Our catalog items are sold in many other catalogs as well and are not exclusive to us unless stated. Once that information is obtained we will send out the merchandise requested.

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 reject the businesses response in resolution because I received these items as a gift, I do not know specifically WHO purchased them and WHEN they were purchased and under WHAT specific account they were purchased under.  I do know that my sister was the one who sent me the items, some of the items shipped to me directly from Catalog Favorites and other items went to her house, other items were sent to my nieces home in ********* Maryland.  Not only was my return for exchange a total disaster by this company, the entire original order was a total disaster.  I specifically CALLED Catalog Favorites BEFORE returning my items for EXCHANGE, not a REFUND or for any MONEY but a simple exchange of items received.  I followed the return instructions I was given.  I was not instructed to track down any information from the person that gave this gift to me, a person who happens to be a world traveler and probably can't determine when the items was purchased or what account it was purchased on if she tried.  It should not matter what store these came from, because these items are in their catalog.  I am giving them an item that is specifically in their catalog and asking for something back with the same value.  I was told to provide the name and the address of the person I received the gift from, I did that.  They tracked down part of the order from her, shouldn't that be enough to verify that the rest of the order probably came from her too. Here is where this really gets good.  Because this weekend I received a package from Catalog Favorites sending me back a nightshirt and a watch that I tried to exchange.  Isn't that lovely.  They couldn't even return ALL the items back to me that they couldn't trace.  Now I am out a Fuchsia color nightshirt that was sent back for exchange AND $12.00 of postage to ship the items back to Catalog Favorites in the first place!  Obviously this company has a lot of issues to resolve and unfortunately I ended up being the brunt of their issues.  They totally botched the Christmas order that my sister placed when she was out of the country in early December, half the items that were supposed to come to my house went to her house in December, other items went to my nieces house in *********, some items did actually come to my house.  Once I did get my items, all I wanted to do was exchange them for something that my two daughters and I could use, now we are out 2 t-shirts that supposedly was credited back to my sisters account, she can't find that credit on her card by the way, all we wanted was to exchange these items, and now they waste money on postage to send back items to me that I don't want because they don't fit because they can't trace them to any order.  I don't think this company is competent enough to trace these items to any order.  They can't even find my name and address in their system that says they ever shipped anything to my address and I have a shipping order that says they did. Why can't this company just realize they made a huge mistake and try to make it better by sending me what I wanted in the first place.  One ****** ********* t-shirt size M One ******* ******* ***** t-shirt size M One ******* ******* Sling Bag forget the nightshirts for me... just send these things so my daughters will have something for Christmas from my sister!  

Business Response: The two t-shirts ****** and ****** were received back and credited to ******** ****** the purchaser on 01/29/14 bank reference number ***********************. We would be glad to exchange the items you sent back but we would need to know who purchased the items. Because the name of ******** was on the return we received and an order was found we could credit back the credit card. If you would like us to issue a gift certificate to you and recharge the card we could do that as well for those two items.

3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was "steered" to this website while shopping online. An ad popped up with a dress I liked. Fortunately I took a screen shot of the ad so I can prove it, but it offered the dress i wanted, and "free shipping" at "The Pyramid Collection". I linked on it, and bought the dress at The Pyramid Collection website, having never been there before. When I tried to check out, I kept getting $11.95 shipping charges added to my order. I wanted the dress if it was quality once delivered, for a wedding ,so I still went through with it, thinking I would just email them after or call, about the shipping. I have tried and tried. I have two automated email responses that say they will get back to me within one business day, but they have never. I have called and either I am put on hold forever, disconnected each time they transfer me to "a customer service specialist" or one gal said "they are out to lunch so I can't ask them" but never called me back. I emailed them the screen shot of the ad. The first girl I spoke to said "we don't ever advertise free shipping" But I have the ad/picture!! and the link on my screen shot. All I want is my $11.95 back but they won't respond!! I can upload the ad if you need me to.

Desired Settlement: $11.95 back on my card.

Business Response: The website you visted might have said there was no shipping but our websites do not offer free shipping. The free shipping on our Pyramid site is after an order is placed  a VIP membership program is offered and free shipping is one of the benefits of the membership. That is the only free shipping on our websites.

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 got the same story already from them, and I am including to you, what I sent to them! It shows they "sponsored the link" and it says free shipping for the exact dress I bought, and right under the dress is The Pyramid Collection! I can't help who advertises for them! Should I now go to the FTC for false advertising??  Are they REALLY taking that stand for $11.95!??

Business Response: We do not have free shipping on our websites. What the other sites post does not mean it is our policy. We have already refunded your order for the postage but wanted to let you know it must be on our website to be honored.

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 will look for my refund of postage to my credit card. Thank them, however I must point out for their customer service review, that when I clicked on the dress in the ad, it took me directly to The Pyramid Collection.  Seemlessly. How would a consumer know they were not using "their direct" website, as per their response. Perhaps that should be more clear.  

I understand that by choosing to accept the business response that my complaint will be closed as resolved, provided the postage refund is received.  Thank you

3/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased through their online service a "****** ** * ***". A hair styling kit shown in a pink box with the words "****** ** * ***" displayed on the box. I was actually frightened when I open a brown box from the company and inside I find a head partially wrapped in plastic. With no directions on how to clamp the head onto anything, how to clean the hair. All that was in the box was the head, a clamp, and a walkie talkie set that was enclosed in its packaging. I was startled to see the head. As was my granddaughter when she opened it Christmas Day. I was embarrassed. I have sent them 4 emails all are answered with the same statement that they received my complaint and it would be handled within 24 hours. I sent the first one Dec 14th. Many 24 hour time periods have come and gone with no response. The product was not as advertised and I was left giving an embarrassing gift with no accessories or directions.

Desired Settlement: I would like to receive an apology and some sort of restitution or replacement of the so called "****** ** *** ***" that did not arrive in it's box at all and for the 3 emails that lied about solving the issue within 24 hrs.

Business Response: The ****** ****** ** * *** does not come in a pink box. What is in the pink box is the lighted makeup station shown to the right of the item ********. The beauty shop pal which is a mannequin doll comes in a clear plastic bag shipped  in a box. If the item is damaged in any way we would be happy to replace the item.

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. The head came with no plastic covering the hair. It was wrapped around the base and packed with the rest of my order. The hair was matted and there were no directions. I had to comb it out before finding a box to wrap it in that didnt allow so much movement.   I was embarressed to give it as a gift.  

Business Response: We would be more than happy to replace the one you received. I will send out a new one immediately.

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. 

Consumer Response: Better Business Bureau: 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 # *******. Please add your rejection comments below.  I had filed a previous complaint against the ***** ********* ** where I had purchased a child's hairstyling kit. My complaint was the damaged packaging and hair and not arriving in original packaging. An agreement was reached that the company would send another item without the defects at no charge to us. Which they did but they charged us $12.87. Since that time we have been getting charges against our bank acct in the amount of $12.87 every month. The last time the charge incurred a $25.00 overdraft as well! While doing some research the $12.87 is the amount that the company originally charged for shipping. I have no clue what is going on but clearly this company has some illegal dealings taking place. These charges were NOT authorized. Please help us get our money back plus the $25.00 overdraft charge. We are also asking that any further contact of us by the company be stopped! I feel like we were giving the company a chance to settle a wrong but now we feel continually taken advantage of. My bank has been notified to block any further charges from this company. Of course, we were charged at the bank for the stoppage. I would appreciate any help we could receive in dealing with this company. Thank You* ***** ******** ************ ********************* 

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been charged $12.97 for five months and did not notice the charge. I am disputing a membership charge that they are charging my debit card. I told them by e-mail to cancel three times and they are still charging me. Please help!!

Desired Settlement: Refund all the charges.

Business Response: The customer placed an internet order and accepted a program via the web called Favorites VIP. The program offered a 10% rebate off the total of the order as well as future orders and free shipping. To accept this program the customer had to enter the their email address in the area provided that states it is their electronic signature and then click the start savings icon that they agree to the offer details. They also were emailed the benefits again as well as the number to cancel after the free 30 day trial if they wished to discontinue. The number to call and cancel is **************.

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for 5 items. I received 4 of the items. I later received a 5th item and it was nothing like what I had actually ordered. I contacted Pyramid Collection and asked that they reimburse me for the postage on that 5th item, as well as the return postage, because I had not ordered the item. I was told that I needed to ship the item back and when they received it they would reimburse me for the postage. I put detailed information in the box so that they knew the history and could reimburse me appropriately. However, I not only did not get the reimbursement for that item's shipping, I also did not get reimbursement for items in the box. I rcvd the following reimbursement: Order Number: ******** Returned Products 1***** Dress and Headband X Large $79.95Returned 1********* Dress X Large $89.95Returned However, I also returned: 1******* Velvet Dress X Large $79.95Shipped 10/29 1Tiered ********** Dress X Large $99.95Shipped 11/15 (this was the item that was entirely wrong and I was asking for shipping reimbursement both ways) I have called several times and keep being told that my order number is wrong, even though I am taking it directly from the email order confirmation. I have asked to be put through to a supervisor and have been put through to voicemail or to a never ending ringing. The most recent time I called I asked specifically if I would be put through to a real person, but I was put through to a never ending ringing, not even voicemail. I have also emailed several times, and do not get resposes to my emails.

Desired Settlement: I would like reimbursement for the two items I returned that were never reimbursed. I would also like reimbursement for the shipping both ways on the dress that was not the dress I ordered.

Business Response: The two items were credited on 02.23.14 one for 79.95 and the other for 99.95. The customer was not charged the postage on the incorrect item shipped only the item. All we need to credit is return postage on the 1 item. If the customer either calls our customer service number we would be happy to reimburse her the amount it cost to return or simply let me know and I will do the credit.

3/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company has been charging an unauthorized recurring monthly charge of $12.97 since 11/13/2013. They insist that I joined their Whateverworks VIP club and that I agreed to this via the phone. I did not agree to this. After discovering these charges today, 02/26/2014, I called them to question what this charge was and to request that it be stopped immediately and a full refund on the 3 charges. I was told that they can cancel this service, and that they cannot refund the past charges as it is "Non-Refundable. I spoke with the office Supervisor ********, after getting no where with with CSR. She agreed to only refund the most recent charge of $12.97 and that she could not refund the previous charges.

Desired Settlement: I would like a full refund of all charges related to this so-called VIP Club that they say I agreed to. At this point, I show 3 charges of $12.97 for a total of $38.91. I also request that they stop sending catalogs to my address and that they never contact me again via phone, email or mail.

Business Response: We did listen to the call and the customer did accept the program and was told it was a free 30 day trial. The operator told her it was a rebate and she would get the rebate form in the mail and had to fill it out and would get a check for her postage as well as 10% off her items. She did agree to the terms but I will submit her name to the VIP club to have them refund her charges as long as she has not received checks for her rebates.

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. 

3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered at Christmastime on my debit card a set of kids's Walkie talkies.Firstly, they sent two sets, when I ordered only one. I tried for weeks in vain to email their site to find out where my refund is, as we promptly returned the unwanted second set.Their Email says they'll reply within 24 hours. I've written everyday for three weeks now, and no reply.So! I called the toll-free number three times, talking to three different people at YoungExplorers.Not only will they NOT reply EVER, the info I received from the people on the phone, was vague, no one took any order numbers that I DO have. They all gave me different times for a possible refund.Up to six weeks one told me.I'm doubting il ever see my $63.50 owed me. This is not in a timely manor, after taking my funds quickly.I NEED this $ immediately, and if I have to wait, so be it, but their tactics, and lack of information is getting to be too much.If this site from Amazon is this bad to everyone, m surprised they're still in business.PLEASE look into these rip-offs, and see if you can get any results.This is very stressful, and we have a terminally ill person here, so things are very, very tense already, without this run around.Thank-you! Sincerely, ***** *****. Product_Or_Service: Kids' Walkie talkies Order_Number: *******

Desired Settlement: Refund I'm not sure what this means, but I want my refund, and not next summer! In the timely manor they TOOK my funds from debit card.

Business Response: The customer placed two internet orders in December number ******** and ********. We did received one back ******** and a credit was done to the credit card charged on 01.24.14. The credit was for the item and sales tax. With returns we do not credit the postage to customers but I have given the customer back her 9.95 postage due to her duplicate order.

2/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July of 2013, I bought an article to embroider. In their forms sent with their product was a statement that if not enough yarn was supplied, to notify them and they would send the appropriate amount as a courtesy and free of charge, so I could finish the picture. I started calling in Sept 2013 that I needed about 10 strands of the dark green to be able to finish the picture. Every time I called I was transferred to another operator: *****, **** ***, ****** and so on. Each told me they had to fill out a form to request the yarn and then it would be sent to me. The last time I called was October 2013 and here it is January 2014 and there is no sign of the yarn. Can you help??

Desired Settlement: Just send the darn yarn. No refund requested if yarn is sent. Otherwise, yes I would like a refund so I can go out and buy the yarn myself.

Business Response:

The yarn request form comes from the manufacturer and not from our company. We will contact them and get you the yarn needed and you should have it in approximately 2 weeks.

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 received notice this morning that my complaint has been closed.  This is not resolved.  I do not have my yarn which was promised last Fall.  I have waited almost 6 months for this company to perform its part.  Please do not close this.  I need help with this company.   

Business Response: We have sent your request to the manufacturer when the complaint was filed and the yarn is on its way.

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After placing my order with Young Explorers, I was offered a VIP Membership which would include Free shipping and a 10% Rebate on the order just placed. I followed instructions to the letter. when I received no confirmation email, I called and was assured that I had joined and everything was received correctly. Over the next 7 weeks I called 3 times and emailed 5 times asking about the status. The emails were never answered and when I called I was told my request was "pending". It has now been 7 weeks.This is The WORST CUSTOMER SERVICE I have ever dealt with and you are bordering on Fraud. The purchase was $135 and the S&H 15.95. Total:$29.45 that I am owed. Product_Or_Service: Toys Order_Number: ********

Desired Settlement: Refund I request what was promised: The purchase was $135 and the S&H 15.95. Total:$29.45 that I am owed.

Business Response: I have contacted the VIP membership program and they did not see your rebate forms submitted but have issued you a refund check for the amount you requested today.

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. 

2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I never agreed to join some sort of coupon club that cost $13 a month. I was only on their site ordering clothes for a friend who wanted some of their items. Now I have been getting a $13 charge from them each month and their customer service has done nothing to reply to my requests for a refund despite their guarantee to respond within one business day. It has been over a week now and I have contacted them every day with no response.

Desired Settlement: Refund of $26 and complete deletion of any my account information on their site

Business Response: The customer placed an order on the internet and our VIP program is offered after placing their order. To accept the offer you must enter your email address which states that is your electronic signature and you must then click on the I accept button. All of the terms and conditions are also provided at that time as well as all the information is sent to the email address provided. I will call the VIP toll free number to have your program cancelled and all fees refunded.

Consumer Response: It is standard business practice to enter an email address and click an I accept box when ordering from 99% of online retailers.  This is the only retailer who sneaks in hidden charges which seem to have no purpose whatsoever.  What was the $13 getting me?  And why would I agree to something when I never intended to order from them ever again?  And why did it take over three weeks of emails, all of which promised to "reply within one business day" and never did?  I had to finally go to my bank to protest the charges - northstyle.com did absolutely NOTHING to resolve my complaint until I made the protest through my bank.  I ended up having to cancel my credit card and have it reissued to avoid this crooked company from continuing their deceitful business practices.  I marked this as resolved only as my BANK has resolved the issue - Northstyle.com has done absolutely nothing.  Please do not credit them with any effort at fixing this problem.

2/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 12/6/13 for a Tee Shirt at a cost of $17.95. I paid an extra $4.95 for priority handling. The total was $29.85. I alerted them the next day of my own clerical error in the email address which was promptly answered and I was given the order # ********. To my horror I found when checking my online banking that they charged me twice for the same thing for a total of $59.70. I immediately contacted them to report their error and request an immediate refund of the overcharge. They did not reply until this morning only to tell me that the order was shipped on 12/8/13 and should be expected within 7-10 days. I sent another email (the 3rd) reminding them of my request for refund and to inquire about their priority handling which was obviously not attached to the order. I warned them repeatedly that I would not just sit back and take this abuse of fiduciary trust and would complain to all the people in the senior bldg where I live (that's a lot of grandparents also living on Social Security) and today I warned them I would contact you, the BBB. The ticket # they gave me for all these emails is **********: ************. I tried to be nice and got nowhere, not even the courtesy of a confirmation of my complaint and the expected date for the refund. They have not responded to any of them.

Desired Settlement: I want the overcharge of $29.85 plus the priority handling charge of $4.95 for a total of $34.80 refunded immediately since I cannot sit around and wait for them to get around to it since, as I said, I live on a fixed income and could not afford to cover their errors.

Business Response: I have called the credit card company and the only charge for this order was on 12/9/13 reference number ***********************. We do not charge until the item is shipped but when we get authorization and it is a debit card the bank will deduct the amount of the purchase from your account. When we bill the item the bank should drop the authorization.

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. First of all, the name of the company I complained about was CatalogFavorites, not Potpouri. Nonetheless, it does not address their continuous delay in advising me of their purchase practice of doubling the amt spent until a later date many days later when one of the charges falls off. All they had to do was answer my repeated inquiries about the double charge and none of this would have happened. At the least, they owe my a formal apology for the anxiety their very poor customer service caused me, not denials. Days after this complaint was placed with BBB, they sent me a barrage of emails explaining the double charge--too late to be of any good to me.

2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a two tone cuff watch from Serengeti and the cover fell off. I returned it and received another cuff watch. The cover fell off. I ordered a third cuff watch and the cover fell off.I am not happy. Your Customer Service Department would not give me a name to write a complaint letter nor an e-mail address. What kind of service is that?The amount of the watch has been refunded.*****, who took the call, said she would e-mail the manufacturing department to notify them of this issue. Product_Or_Service: Two tone cuff watch Order_Number: ************* Account_Number: **********

Desired Settlement: I would like to receive an item from the Serengeti catalog valued at $29.99 free of charge as a token of your good will.Thank you.

Business Response: This customer did place an order for a watch in July of 2013 and returned in December of 2013. We sent her two replacements. She did ask for the manufacturer to write a letter but we are under contract and cannot give any information regarding our vendors. ***** passed all the information to our buyers who will contact the vendor directly. The customer has been refunded for the watches fully and I will refund her entire postage for the original order which had 2 items on it for a total of 10.95.

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. 

2/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a personalized doormat for my boss December 6, 2013 (order # ********). It arrived December 16 and was personalized incorrectly, so I called and the business agreed to send out a new mat as well as refund my money. I thought the refund was unnecessary, but wonderful on their part. At any rate, we waited and waited for the new mat to arrive. Three or four times I have called and the business has said the mat was likely lost in the mail, and they have said they will call or email with a tracking number so I can locate it. I've received no calls or emails about said tracking number. I am not sure if my conversations with service representatives just aren't recorded, or why they continue to tell me to wait for a tracking number via phone or email which never arrives. At any rate, my boss still doesn't have her Christmas present. I absolutely love this business and have ordered from them before!! I just don't understand why the inefficiency in this particular instance.

Desired Settlement: A correctly personalized doormat... Going on two months since they've sent it out!

Business Response:

The mat was shipped out on Monday 02.10.14. Sorry for any inconvenience.

Consumer Response: BBB:  Thank you 100 times!!!!

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. 

2/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased three (3) items from Pyramid Collection on 08/31/13 and two (2) of them were unacceptably defective. I have contacted customer service numerous times for a refund on inbound and outbound shipping but they do not help and have bad attitudes. The manufacturing of the products is also very bad. Purchase Order # ******** dated 08/31/2013

Desired Settlement: I demand refund for inbound and outbound shipping in the amount of: Inbound: $16.95 Outbound: $8.89 --- Ttl: $25.84

Business Response:

This order was placed on in June of 2013 and returned in August. We did not hear from the customer until January 27th of 2014. We have credited her the original postage even though she kept an item valued at 60 dollars and given her the return postage of 8 dollars.

2/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This new complaint is in reference to Complaint ID ********. I have returned the items at my expense via the US Postal Service Priority Mail with full tracking and signature required to this company and have only received a refund of $151.60 to my credit card. There were two (2) orders being returned. They still owe me another refund to my credit card of $151.60 plus shipping charges of $18.22 for the first package and $18.22 for the second package. They explicitly stated in the previous complaint response that they could not provide prepaid return labels but would reimburse me for the return shipping charges. I put detailed information inside each package referencing the BBB Complaint and the company response.

Desired Settlement: $188.04 refunded to my credit card within the next 5 days. (So they are clear that is $151.60 for the 2nd order and the 2 shipping charges totaling $36.44 refunded to my credit card.)

Business Response: A full credit for the second order plus return postage for both orders have been issued.

Consumer Response:

 

  AS OF 12/24/2013 at 11:15 AM EST, THESE CREDITS HAVE NOT BEEN POSTED TO MY CREDIT CARD ACCOUNT; UNTIL THEY HAVE BEEN POSTED I CANNOT ACCEPT THE RESPONSE.]

 

 

 

Business Response:

The credits have been posted to the credit card but could  take 24 hours for the credit to be posted to your account.

Consumer Response:

. I FINALLY RECEIVED AN EMAIL ABOUT THE RETURN MERCHANDISE BUT IT IS NOT THE CORRECT ORDER AND NOT THE CORRECT REFUND AMOUNT.  YOU SHOULD BE REFUNDING ME $151.60 PLUS $18.22 AND $18.22 FOR 2 RETURN SHIPPING CHARGES; THE EMAIL I RECEIVED STATES THE REFUND AMOUNT IS $139.60.  I AM VERY FRUSTRATED RIGHT NOW WITH THIS SITUATION AND WANT IT RESOLVED CORRECTLY AND EFFICIENTLY.]

 

 

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/1/13 I placed an order on their website for 14K GOLD genuine lapis earrings and a pair of ********** boots. When the earrings arrived they were silver NOT gold. I sent two emails over the next two weeks with NO response. On December 23 I called customer service and they apologized and said they would send the correct item (but had no reason why my emails were not responded to). I still did not receive the item. I called again on 1/3/14 and was told I was being transferred to a specialist and then was on hold for 15 minutes and then disconnected. I called back and spoke to ***** (operator #***) who promised she would not disconnect me but the same thing occurred. I was on hold for 10 minutes and then disconnected. I called back a third time and spoke with ***** (operator # ***) who told me that they would ship me the new earrings but could not give me a new order number or tracking number. It is now the 16th and I STILL do not have the earrings I paid for.

Desired Settlement: I want my earrings shipped to me and they should refund me the price of the original earrings for my inconvenience. $34.98

Business Response: The earrings are 14k gold over sterling silver. I have sent out a new pair with a new order # ********...We credited you for the original order and rebilled for this order so you will see a credit then a debit which is an even exchange. Sorry for any inconvenience.

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. 

1/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On 11/27/13 I placed an order with In the Company of Dogs ********for a "**** ** ******" hoodie and I cant live without long sleeve top.Received my orders several weeks later but the **** ** ****** hoodie has a visible hole in the front of the sweatshirt. I contacted In the Company of Dogs - I was asked if I wanted a refund or new sweatshirt I stated I wanted the sweatshirt. It is now Jan 18th and after 4 follow up calls to In the Company of Dogs I still have not received my sweatshirt. I am very upset and frustrated. I called again today and received a new order number ******** but was told I would not have the sweatshirt for another 3 weeks. I went to the "In the Company of Dogs website and it states the product IS IN STOCK. This tells me I have been lied to with no expectation of delivery for nearly 2 months!!!This is totally unacceptable. I would like a new sweatshirt via any holes or damage and sent immediately. I believe I have been more patient. I have never received any communication regarding the delay or confirmation that I am even getting a delivery. If the sweatshirt is impossible to get then I want a refund for the cost amount of $39.95 plus my shipping costs

Desired Settlement: a new "**** ** ******" sweatshirt blue xl with a confirmation emailor full refund of $39.95 plus shipping with a confirmation email

Business Response: The customer called on the 23rd of December stating that there was a hole in the sweatshirt. We did the exchange creating the credit card that was used and placed a new order for the sweatshirt. At that time the item was out of stock and did not come into stock until the 17th of January. At that time the item must go through quality control before the item can be shipped. The order shipped out on 1/20/14.

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. 

1/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a dog couch protector from this company in September. I only purchased this one product and did not agree or authorize any other charges to my credit card other than the product that I ordered. I noticed this weekend that this company had been fraudulently charging my credit card 12.97/month for a supposed "membership" to their company. I have never signed up for or authorized any kind of "membership" to this company. I bought a $40 product from the website for my pets. Why would I want a membership!! Beyond that, I called the company to address this issue and there was no one there to take my call on a Friday during regular business hours. I then have emailed several times asking why they are charging me for something I NEVER authorized, I asked them to cease and desist and they have not called me or canceled this. They said I had to call some other number as they could not help. This is absolutely fraud and I hope that other consumers will not fall victim to their scam.

Desired Settlement: My American Express company has blocked them from making these fraudulent charges. I don't believe I need anything further except that this has been a complete waste of my time. My goal is to inform BBB in hopes you will reduce their score because they certainly do NOT deserve an A rating. Please take my testimony seriously.

Business Response: When a customer places an order via the internet at the end of the order a VIP Savings Program is offered. It states"Claim Free Shipping and 10% Cash Back on today's order." As a member of VIP you would save every time you shop at 14 Premier Brands like In the Company of Dogs. Shop at In the Company of Dogs and an additional 13 Premier retailers and you can receive free shipping rebates and 10% cash back on every purchase! It includes purchases you make at brands like Serengeti, Northstyle, The Pyramid Collection, Cuddledown, plus many more.5%  Cash Back and Rebates at over 1,000 Marketplace Retailers such as Walmart, Home Depot, Target and Kohls5% Cash Back and shipping rebates by shopping through our Marketplace! Shop at any one of our Marketplace retailers like the Home Depot, Target and Kohl's and you can get 5% cash back plus a shipping rebate of up to $10 on your purchase.Return Shipping Rebates on All Premier and Marketplace Retailers. Enjoy pease of mind with Return Shipping Rebates!Any qualifying purchase is eligible for up to a $10 return shipping rebate. Save 10% on Gift Cards to Popular Merchants such as Marshalls, Applebee's, Starbucks and Lowe's. Discounted $25 gift cards to many popular stores, gas stations and restaurants!Purchase $25 gift cards at a 10% discount at many popular merchants lilke Olive Garden, CVS and Barnes and Noble.Offer Details:Simply click the"Start Saving" button to activate your VIP membership and take advantage of Free Shipping and 10% back on today's purchase. Start enjoying all our VIP benefits free for 30 days now. If you decide not to continue your VIP membership, simply call ###-###-#### or log on to cancel during your review. Otherwiser we willautomatically extend your VIP membership for just 12.97 per month, charged to the same card you used today.START SAVING NOWProvide your email address in the box below as your electronic signature and click "Start Saving". Your electronic signature serves as your written authorization for In the Company of Dogs VIP to charge/debit the monthly membership fees described in the Offer Details.This is the offer and the customer must enter their email address as well as checking the box that states "Start Saving". This program is not a scam and many of our customers are members.To cancel all the customer must do is call the **************. If she calls she may request a refund.

1/24/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I ordered one item from Pyramid Collection and when I got up this morning I found that my bank account had been charged twice. I immediately called them to inquire and they stated its a credit card "glitch" and assured me both transactions would not go through. I asked them to completely cancel my order. The customer service rep stated that she didn't think she could because it was already in shipping. As I pressed on I stated that I had just ordered it last evening and i most certainly, by law have the right to rescind. She then stated oh yes, I have canceled it. I asked for a confirmation for my cancellation in which she replied, just use your order number.???? I have yet to receive an email stating they canceled my order. This is VERY bad business! Charges are in pending state on my card but, thanks to this I now have no grocery or funds available.

Desired Settlement: I want confirmation that I have canceled the order and I want both pending purchases cleared from my bank card immediately. Thank you

Business Response:

We have not charged the credit card. It is a pending authorization. With debit cards the authoriztions are automatically taken from the balance and held awaiting the charge. Your order was in the warehouse and we stopped the shipment. You will not receive the order and once we release the order and return it to stock the order is canceled. At that time you will receive a letter.

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.

so why is it that no one is addressing the fact that this Company double charged my card, holding my funds with their bogus charges, sending an automated reply to me on11/30/13 at 9:30pm saying I will hear from them within one business day and I still have not heard from them?  Do you allow this company to constantly use these practices because there are tons of complaints about how they are doing this for years!  I find it appalling that no one is addressing this matter at all!!!!!  I do not accept this. You cannot allow companies to do this constantly and let them get away with it!  In Ohio we call that THEFT!!!   What is going to be done about THAT!  When I called customer service the female who took my call stated to me that it's just a credit card error, um not on my end.  THEY CHARGED MY CARD DOUBLE!!!!  Their customer service representative also had very little regard for the situation and even told me she could not cancel my order, only after my insistence of the law did she take it further. I had to close my card for fear that they would attempt to take more monies from me.  My funds are brill frozen, remember that?  That is my grocery and gas money, I have nothing,  This whole ordeal is nothing but shady practices, period!!!  Saying to me once the item is returned to the warehouse, then they will cancel the order?  I canceled it, that should have been taken care of immediately and they should have revoked BOTH TRANSACTIONS FROM MY CARD.  I do not understand how you allow this to keep happening?

Business Response: I have called the credit card company and we have not charged the customer's credit card. The customer is using a debit card which when it gets an authorization it takes the funds out of the customer's account. If the customer called her bank the authorization could be dropped immediately rather than waiting for the bank's 3-7 day authorization hold( waiting for a charge).  If the customer needs any assistance we would be happy to assist her.

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 just spoke with my bank and your company has most certainly NOT called to release my funds!!!!!!     

1/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
1/22/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Logged onto my bank today and saw charges from this company I previously did not even know existed. I did not write them a check or reveal to them my debit card so I have no idea how they debited my bank. Potential fraud. I want my money back, and I also want my information taken off Potpourri and everyone of their subsidiaries. This scam hit me for $136.74 and $118.85 of unauthorized debit from my bank in one day.

Desired Settlement: I want $136.74 cash refunded to me from Potpourri and $118.85 cash refunded to me from ********* within 7 days. These are of the same parent company, their websites are EXACTLY the same layout.

Business Response: We do not have anything with ******* **** name or address in our data base. He would have to call his credit card company to dispute the charges and find out who is using his card.

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 called my bank this morning to find out whay is going on, and it seems that my wife's debit card, which sits in a drawer at home, is the one that was charged without our consent.  The money has already been debited out my account.  please stop this shippment and refund my money back to me.  Ir was not purchased by anyone in my household and it is probably not even shipped to ******** **, where I live.  Try searching by my wife's name ***** ****.    

Business Response: I have checked the data base for your wife's name and we have no record of that name. If you credit card company could get the order number from the charge we can pull up the order and get the name and address of who used that credit card.

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 # .Don't look for the name in the order, come on its common sense that whoever is doing this is not going to use that name on the order.  Look for our names on the Credit or Debit card used.  I called my bank, all they can see from their side is the business name, the amount charged and the phone number.  You need to look in your own database to resolve this issue.  This isn't the first time you have had to do this judging by previous complaints  

1/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: 11-9-2013 I purchased a jacket from Serengeti. In the midst of placing the order a duplicate order was generated. I immediately called customer service to notify them of the mistake. I was told that the order had already shipped. Two packages were delivered on November 15, 2013. I again called customer service to tell them that 2 packages were delivered and what do I do to return the duplicate. I was told that I did not need an authorization number, to just write REFUSED across the package and send it back unopened, and that's what I did. I sent an email inquiring about the status. They answered back that the post office are slow in sending those returns back. Today, 1-10-2014 the return has not yet processed. I am awaiting a refund of $80.90. The ticket# generated via their answer by email is **********.  The order number for the duplicate is ********. Thank you

Desired Settlement: The required outcome is to credit the appropriate amount to my debit card.

Business Response: To date we have not received the package back. The tracking numbers show the packages being delivered on the 16th of November but do not see any activity back to our company. We will issue the credit to your credit card at this time while we try to locate the package.

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. 

1/10/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: On the morning December 7, I placed an order for a dress from the ********* catalog. That afternoon, before going out to do grocery shopping, I logged on to my checking account to verify my funds. I was shocked to find two pending charges in the amount of $92.45. My order number is ********. They were both for *********. Here is how it looks on my bank account history. I have copied and pasted this directly from my account history on the bank website. Pending Misc. Debit POS DEBIT PGI********** ************ . $92.45 Pending Misc. Debit POS DEBIT ******* ******* STORE** ********* ID $21.66 Pending Misc. Debit POS DEBIT PGI********** ************ MA $92.45 I contacted the number for customer service showing on my bank history, at 6:13 p.m. Mountain time. The woman told me this is "just how the system does it." She said they put one authorization through, and then the charge, and that the authorization would come off after the order ships. I told her that this was more than an inconvenience, as it will possibly prevent other charges from going through. I was told there was nothing to be done about it. Still dissatisfied, I called back at 6:17, and spoke to a different agent who told me that the first charge, or authorization, should drop off after the second charge is placed. I told her that this was unacceptable and needed to see if there was a way to take one charge off. She forwarded my call to a "specialist" who told me that their system does it this way and that it will take up to three days for the duplicate charge to come off my account. She did, however, offer to fax my bank to take the authorization charge off my account. However, I bank with ** ****** *****, and did not have a fax number for them, and there isn't one on their website. The agent told me that was the only way to fix the charge issue. I asked if it could be fixed if I simply cancelled the order. She said yes, if she cancelled it, it would come off my account immediately. She said she cancelled it, apologized, and we ended the call. The next morning, I checked my email, and discovered one sent from ********* confirming my order sent at 4:34 a.m. I checked my account, and indeed, the charges were still there despite the agent's assurances that she had cancelled them and they would no longer be pending. As it was Sunday, I decided to wait and see if things changed with the start of the banking day on Monday before calling again. This morning, I checked my account, and found both charges still pending. I logged onto the ********* site, which showed the order still active. At just before 10:00 a.m., I phoned ********* again to find out why the order was still active and why the charges were both still pending to my account. The first agent I spoke to told me the order had not been cancelled, though the shipping had been, and then confirmed that double billing accounts was the way their system worked, and that one charge would drop off approximately 3 days after the order was confirmed/authorized. I told her this was again unacceptable, and not what I had been told before. She offered to transfer me to another "specialist" who could assist me. I sat on the line for nearly 10 minutes while the line rang and rang and was never answered. I hung up, and called back, and spoke to yet another agent, who yet again had me speak to a specialist. This time she placed me on hold for over 10 minutes until the specialist could answer the call. The specialist told me that the order had in fact been cancelled in full, but that it would be several days for that cancellation to be processed, and the pending charges to come off my account. Again, she stated that she could fax something to the bank, but she would need me to provide her with the number, and even then it could be several days before either charge was reversed. I called my bank, and have filed a dispute. However, the bank must wait 15 days before issuing even a temporary credit for the charges. They did however provide me with a fax number. I called ********* back with the intent of giving a specialist the fax number for my bank. The representative who answered was initially unwilling to send me over to a specialist. I told her that having already been through this now a couple of times, I knew she would need to send me to a specialist. She put me into the queue to speak to a specialist without speaking a word. I then waited on hold for nearly 10 minutes before the call was terminated on their end. I called again, and succeeded in giving a specialist the fax number for my bank. I have been assured that a supervisor will be faxing my bank "right away," to drop both charges against my account. However, given my experience thus far, I'm not going to hold my breath in hope that it will happen at all, let alone quickly. Perusing your own list of complaints, I note that I am not the only person who has had this experience. I note that you have MULTIPLE complaints against Potpourri Group for the same double charge issue, and that each time the company gives the same response: "We do not know why you were charged twice." Several times it appears that the customer had already been waiting or attempting to resolve the issue for over a week before finally contacting the BBB. Further, I note that BBB has not altered Potpourri's A rating despite the clear pattern of disputes/complaints. I can attest that Potpourri knows EXACTLY why the customers have been charged twice, and that any customer who tries to get it resolved is going to be out that money for an extended period of time why they get the complete runaround by inept customer service agents and specialists. Customers will receive different answers as many times as there are agents they have spoken to, and promises made by those agents will not be kept. At this point it is like Potpourri has borrowed $92.45 without my permission and without interest. I can't use the money for other things because of the hold. There is also a refund I am due that has not been made, and the way things are looking it is unlikely it will be made in a timely manner. I'm out $184.90, and my account is currently in the negative $60 as a result. I would stop payment, but that would cost me another$80 I can ill afford. I shop online a lot. Just this last week I made purchases from *****.com, *******.com, ******, **** ***, ***** ******, and ***** ******. Other sites do place authorization holds on accounts, but I have rarely had one of those holds be for more than $1. It certainly has NEVER been for the entire amount of the purchase, EVER. This has been a horrible experience. And to have a representative tell me "sorry for the inconvenience" when this is actually bordering on a financial disaster for me just rubs salt in the wound. Unacceptable!!!

Desired Settlement: I want the amount refunded to my account immediately. I will never again order from any of the Potpourri Group catalogs, ever. Further, I think the BBB needs to look at the complaint history and verify the veracity of Potpourri's claims as it appears to be a practice to double charge customers.

Business Response:

The order was cancelled and there are no charges or authorizations to date per the credit card company. I do apologize but the credit card is authorized at  time of purchase but not billed until shipped.

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.

While I will agree that the charges have finally come off my account, I am dissatisfied with the response for several reasons. First, my complaint was made and forwarded to the business on Dec. 9. The response took a full 14 days. I do not consider this to be prompt in the least. Rather, it seems PPG waited until they knew the charges were off the account to respond that any validity my complaint had was taken away. I hardly call that acceptable, or honest. Second, the two charges on my account were both on my account until the 16th, a full week after I was assured by their agent that the fax was sent to my bank authorizing the charges to be removed. Incidentally, the bank reports they never received such a fax and never heard from Serengeti or Pot Pourri Group by phone.   Third, I take issue with the statement that they do not make a second charge until the item is shipped. As I stated in my complaint, which included a quote from my online account history that day, TWO charges were pending against my account immediately. That being said, it is true that both were "pending" charges, rather than finalized. HOWEVER, holds like that still have the affect of taking my money and making it unavailable to me, in twice the amount of my purchase, for a week. As I said before, it was like PPG had borrowed my money without permission or interest, and had only given a vague promise of it being returned "sometime" in a week or two. While it is true that my bank would have likely allowed me to run a negative ledger balance by letting me spend the money, to do so would have incredibly irresponsible and unreasonable of me to do until I knew for a fact that both charges weren't going to be authorized. Further, had my card been a credit card, rather than a debit card, the bank would not have allowed me to use the funds at all until the final authorization went through. The fact remains, that despite PPGs claims they DO have an established procedure to  submit  two holds on the accounts of its customers, making the extra funds unavailable for a minimum of a week, but possibly longer depending on how long it takes the order to ship. They do not respond promptly to complaints, and seem to do so in a way as to manipulate the truth so they come off as understanding and ethical, and the customer just sounds impatient and possibly unintelligent or dishonest.  PPG DOES initially double charge the accounts of those who buy from them. Those who have that kind of cash to spare probably aren't bothered as much. For someone like me, who has to budget down to the penny, it was more than a hardship. I had to put off paying a bill, and making another Christmas purchase for my daughter because over $180 in holds were pending against my account. Fortunately, my bank paid my house payment , allowing me to run a negative ledger balance until the situation was resolved. I will never again order from PPG, or any of its subsidiary catalog businesses. I strongly urge the BBB to actually look at the history, and the responses. If I can spot the pattern, certainly the BBB can. Customers are not notified in advance that they will have two pending charges. None of the other catalog/online vendors I've purchased from do this, so it is clearly not required to do so. PPG's claims are inaccurate to what really happens to their customers.   Finally, the order was NOT cancelled. I received the dress on the 23rd. Fortunately, it had a return label enclosed, so I have returned it. PPG is lucky that I am more honest than they are.    

Business Response:

I again do apologize but we did fax a drop authorization form to the bank  (************)on the 9th to have all pending authorizations dropped. We did cancel your order when it was in the warehouse which at that time must have already gone out the door.

1/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased products on Dec 19 and ordered 2nd day delivery expecting the items to be delivered by the 2nd day I was will to pay for the shipping rather then purchase my items elsewhere. the items were not delivered until a week later on Dec 26th. I would not have bothered to purchase the items had I known I would not get them when expected. when I complained to the company they said they would give me $14 dollars back out of a $23.90 CHARGE. This is not an acceptable solution. I paid for a service and did not get the service. I am requesting the entire amount I paid for shipping ($23.90) back.

Desired Settlement: I want my shipping charges returned in entirety - $23.90

Business Response: This is a duplicate BBB complaint ....

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.

it is not a duplicate BBB complaint and the only one we have filed with BBB.

Business Response: I was replying to the BBB that it was a duplicate sent to our company. I have already responded on complaint *******. This is complaint ******* which is a duplicate. All of your postage has been refunded.

1/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Item #******* Dog Bone Water Trapper Mat 3'x5' advertised for $$99.95 was shipped to me from Potpourri Group. It arrived 34"x52", smaller than advertised and what I paid for. The size that I received was not even an available option from the "In The Company Of Dogs" holiday 2013 catalog.Phone calls were made to customer service on 11/19/13 (talked to ********), 11/20/13 (talked to ******, ****** and then Lead Rep. *****) and on 12/16/13 (talked to ***** and customer service specialist, ******). I was given order #******** and placed on hold for long periods. I was told my name was added to a list of other customers who called and complained of the same problem. What was sold to me was not as advertised and clearly a misrepresentation on the company's part.I asked for some type of credit since I do not believe I should pay for a larger size rug and receive a smaller one. I asked and was told to use the rug, some type of compensation would be made. No one in the company ever bothered to contact me. No one really cares. They got their money.In my last phone call on 12/16, ***** told me that her manager ****** sent an e-mail to Potpourri and I would receive a phone call that same evening or by the next day 12/17 to clear up the mistake. This company has not taken the time to listen to and address my concerns. I have not been contacted. As a consumer it's frustrating to try to resolve an issue with a company who clearly does not live up to their unconditional guarantee....."we want you to be pleased with your In The Company of Dogs purchase".

Desired Settlement: I was told to keep and use the rug on 11/19/13. Some type of adjustment would be made. I believe that I should receive a credit back to my Master Card of at least $25.00 and receive an apology from "In The Company of Dogs" for the inconvenience and many calls I endured for the lack of professional customer service on their part.I ordered 3'x5', received 34"x52".Other mat sizes offered for purchase are: 18"x27", $39.95 2'x3', $39.95 1'10"x5', $69.95 or 4'x6', $159

Business Response:

I will credit you the 25.00 as requested for the size of rug received.

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. 

1/7/2014 Delivery Issues | Read Complaint Details
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Complaint: I purchased products on Dec 19 and ordered 2nd day delivery expecting the items to be delivered by the 2nd day I was will to pay for the shipping rather then purchase my items elsewhere. the items were not delivered until a week later on Dec 26th. I would not have bothered to purchase the items had I known I would not get them when expected. when I complained to the company they said they would give me $14 dollars back out of a $23.90 CHARGE. This is not an acceptable solution. I paid for a service and did not get the service. I am requesting the entire amount I paid for shipping ($23.90) back.

Desired Settlement: I want my shipping charges returned in entirety - $23.90

Business Response: I have refunded the customer the additional 10.95.. the package left on the 20th as it should have because it was placed after 2pm est on the 19th and should have been delivered on the 24th by Fed Ex. Unfortunately Fed ex did not deliver the package until the 26th.

1/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I made a purchase for $244.76 on 12/18/13 online using a debit card. I discovered on 12/19 that they had charged me twice and that money had been removed from my bank account. I called them. I was told it was "Standard Policy" to be charged twice, although that was not mentioned anywhere when I placed the order. They said I needed to speak to a supervisor to get the money quicker - they transferred me to a number that rang and rang and was never picked up. I called them again, told the whole story, was put on hold for 10 minutes, was given a supervisor who asked for the name and fax number of a person at my bank. She said she would fax them authorization to release the funds. On 12/20, the bank still had not received the fax and the funds had not been replaced, so I called again. I told the whole story again, and was immediately put on hold - after 20 minutes I hung up and called again. This time I was told the fax had been sent - I got the bank on the phone to confirm that the fax had not been received and asked them to send it again, which they said they would do immediately. Three hours later the bank had not received the fax so I called again. This time I was told that with debit cards we were billed twice and the money was held for 72 hours. In the meantime, I have no money for food, gas or any more Christmas presents.

Desired Settlement: I would like my money back immediately. I would like them to be prevented from automatically billing people twice without telling them and then holding their funds for a long period of time, collecting interest on money they shouldn't have while innocent people suffer. If this is in fact an illegal practice (it should be), I would like them prosecuted.Thank you.

Business Response: We do not double bill the customer. With debit cards the authorization is deducted from the account which will hold the money for 7 days. Banks should be dropping that when we actually bill the credit card and the items ship. We billed the credit card on the 19th. We did fax the bank on the 19th, 20th and again on the 23rd to drop any authorizations other than the one related to the billing charge on the 19th. The number we faxed was ###-###-####.....

1/4/2014 Delivery Issues | Read Complaint Details
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Complaint: I ordered Item ********, Order # ******** on December 13, 2013. It is now December 22,2013 and I have not received it. It is a Christmas present for my granddaughter which she picked out from their catalog. She is expecting it for Christmas. I am filing a complaint because of the FRADULANT SHIPPING SERVICE this company provides. I PAID $8.95 for shipping of one (1) item from MA to OH. It should not take more than nine (9) days. They do not provide a regular tracking service like other companies do. I called the Customer Service Dept. several times. THEY COULD NOT TELL ME WHERE MY PACKAGE WAS. WHY DID IT TAKE THREE DAYS FOR THEM TO SHIP IT?? THEY DIDN'T SHIPPIT TILL 12-16. They said they shipped it via ***** *********. I asked to talk to a manager on one of my several calls - he said FedEx picks it up and then gives it to the US Postal service for delivery. What kind of service is this??? If the company was going to ship it via US Postal service - why didn't they do it from the beginning? Why did they waste a day or two waiting for FedEx to pick it up and then give it to the US Postal service???? This does not make sense - nor is it fair to me. I paid $8.95 for this???? My granddaughter will not see a gift that she is anxiously waiting for under the tree for Christmas. I am very upset about this. The manager said he could not send me another item ******** Lighted Makeup Station, until after Christmas - does this make sense???? This is cruel. This company has no regard for it's customers. Their customer service and shipping policies should be examined.

Desired Settlement: I want justification for the anguish that this is causing me. I want full credit given to my credit card. I DO NOT WANT ANY EFFORT ON THEIR PART AFTER CHRISTMAS - IT WON'T GIVE ME OR MY GRANDAUGHTER ANY COMPENSATION AFTER NOT RECEIVING IT FOR CHRISTMAS.

Business Response: An order was placed by the customer after 3pm est on  Thursday 12/12/13 with regular shipping. Our shipping time for standard shipping is 7-10 business days. The order shipped on Monday 12/16/13 and I just tracked the package and delivery is scheduled for 12/24/13.

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.

My granddaughter will not get the one gift that she wanted - a lighted makeup mirror.  Tomorrow, 12-24-13, is Christmas Eve.   As of this day, 12-23-13, I HAVE NOT RECEIVED THE ORDER.   I could not find another lighted make-up mirror  like the one SHE CHOOSE OUT OF THE CATALOG.  As the company stated - I ordered the item 12-12-13.  WHY DID IT TAKE THEM FOUR (4) days to ship it??????  Then, they wasted another two days or so having Federal Express pick it up and deliver it to a post office to deliver it by United States Postal Service. This is no way to run a business.   I PAID $8.95 FOR SHIPPING which is VERY UNREASONABLE FOR THE SERVICE THEY ARE GIVING.  They are in MA - I am in OH - this is crazy to take this long even for regular shipping by the U.S. Post Office.   I want to be compensated for half of the amount of the item and my shipping charge of $8.95 refunded also.  

Business Response: This order was placed after 3pm on 12/12/13. As stated in the catalog the cutoff time is 2pm EST...the package went to the warehouse on the 13th of December and was shipped out the next business day which was Monday the 16th. Standard delivery is 7-10 business days and it is out for delivery today which is in time for Christmas delivery.

12/29/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 items for holiday gifts for my daughter and paid extra shipping fees to expedite. Shipping notice first stated parcel would arrive Friday, Dec 20. No parcel has been received and the tracking site now states Friday December 27. Disgusted and frustrated. Also received emails from this company to get 15% off next purchase; discount has already expired before I received any of their products. Certainly will not buy from them again.

Desired Settlement: Deliver parcel or refund ALL money including bogus, rip-off shipping charges of $16.90 for a pair of earrings and a small jacket. Thieves.

Business Response: You placed your order on Saturday December 14th at 5:47 est and the package shipped on Monday the 16th. I do apologize for ***** not delivering until the 27th. I will give you a full refund for all of your inconvenience.

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.  Regards, ****** **********

12/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered four items from this company. 3 days after I placed my order I checked the status on their website ******************. I reviewed my order and discovered that 1 item ordered had been cancelled. I called the company to find out why it was cancelled. They simply did not have the product although when I ordered it stated it was "In Stock". The representative on the phone told me that they send an email notification upon cancellation.I told her I did not receive an email so she said, well then you should get a letter via snail mail. This did not make sense to me. I am a frequent online shopper and anytime an item is cancelled, an email is sent, not snail mail . I asked to speak to a supervisor. The representative placed me on hold then came back on and said "My boss told me to tell you that you will get a letter in the mail, that is just the way they do it." I asked to speak to her supervisor and she transferred me to her voice mail. I called back 6 times and spoke to 6 different representatives who all gave me different answers in regards to how I should have been notified about my cancellation some said email, others said snail mail, and others said I would be notified when I receive my package. On all 6 occasions I stated my problem and asked to speak to a supervisor. I told them I kept being transferred to the supervisors voice mail. The representatives were extremely rude, they did not display respect or proper customer service. I fail to see how this company can be accredited by the BBB.

Desired Settlement: I am not a happy customer I could have ordered from any toy store in the world but I decided on young explorers. I hope that the BBB investigates this company. I hope to hear from a supervisor soon. I will not recommend this company to anyone I know. Thank You.

Business Response: The customer did place an internet order on the evening of 12/10/13. The item that is no longer available was a sale item and was sold out. At the time of her purchase it could have shown in stock but when her order went to be picked in the warehouse the quantity available was gone. We do send ship confirmation letters which would have shown the item as being cancelled. We also send email ship confirmation letters to the email address we have on file. We do not bill until the items are shipped so you were not billed for the item.

12/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on December 8, 2013 and paid for Expedited Shipping. On the order form and on the company's webiste, it states that expedited shipping will take 3-4 days. After a few days and I did not receive my order I contact the company via email and asked about my order. Their website stated that they would return my email and respond within one business day. After a few business days went by with no response, I contact the company again and asked for a refund for the shipping cost I paid and a service not rendered. Again it stated that they would reply within one business day. It has been several days and no response from the company.

Desired Settlement: A refund for shipping cost paid of $11.90

Business Response: The customer did place an order via the internet and added rush service which is an additional4.95...Rush Service - For in-stock merchandise ordered by 2 PM Eastern Time by phone or Internet, add $4.95 to Standard Shipping/Insurance charges. (Not available where "Express Delivery not available" is in item description.) Eastern and Central Time Zones: allow 3-4 business days for delivery.Mountain and Pacific Time Zones: allow 5-7 business days for delivery.The order was placed on Saturday the 7th and was out to ****** on Monday the next businessday and delivered on the 17th which was the 7th business day. South Dakota is in the Mountain time zone which does take 5-7 business days. I will however credit the customer herrequest of the additional 4.95.

Business Response: I have refunded the total postage for the package and I have tracked the package and it was delivered by the postal service on12/17/13 at 1:56pm.

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. Thank you for your consideration and coorperation.

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered merchandise with ***** ********* on dec 2, 2013. The customer service experience was so bad (hung up on numerous times, promised discounts in error, rude service, unable to speak with management) I was prompted to research reviews on the company. Upon doing so I learned of customers not receiving merchandise, being charged in error, unable to get responses from customer service on these issues. I immediately called and cancelled my order as money is very tight and I certainly could not afford to pay for merchandise I would possibly not receive. I was told the order was cancelled and I would see the hold of funds come off my card. Instead, the items were sent to me anyway and my card charged. I refused the package as they instructed me to do but now the company is telling me they don't have the package despite the post office saying they do and that they will not credit my account even once they get it for months. This is an experience many others seem to have had and never receive their money. I cannot afford to have this happen, I cannot afford to be without the money right now.

Desired Settlement: I want my money back in full. This order was cancelled and should have ended there. I refuse to lose money on merchandise I did not want.

Business Response: I do apologize that this order was not cancelled and I have given you a full refund.

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. 

12/23/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Wednesday October 3 , 2012 I placed an order from a catalog store. A rush order was placed on this order. The store said it would take two days for me to receive the merchandise after deducting the payment from me , I never received the merchandise. Monday or Tuesday of the next week I contacted the store and they said because of a holiday the merchandise would arrive somewhat late . Never received the items . Between October 9 , 2012 and October 25, 2012 Thursday . I talked to representatives from the store and a fedex mail center , Heard many different reasons as to why the package didn't arrive. One person said it is at FedEx at a later time . When I went at a later time , another worker said my package went to a somebody elses address. A worker gave me a call and said she had my package at FedEx . When I called the number did not go through the way it should. The answering machine said the phone number was disconnected . Another worker said " There is a hold on Mrs. ****** package until October 25at FedEx center . This package was ordered a second time October 24 , 2012 (around or about) and still did not arrive at my apartment . Finally the store accredited my account , Yet I never received my items for a show that I was going to perform for Halloween . 

Desired Settlement: I think restitution is not just accrediting my account , although I was accepting the payment  Extra fund (money or maybe free clothes for certain amount of time ) Thank you for your help , please call if necessary . 

Business Response:

Mrs. ***** did place an order on 10/3/13 and a Fed Ex 2 day was put on the order. It shipped on 10/3/13 which was a Thursday and should have arrived on Monday 10/7/13 (as stated in our catalog 2nd day service is business days). When the customer called on regarding the package we traced the package and found out from Fed ex that the package was being held at the Fed Ex **** * ****** Blvd Address per the customer's request on 10/7/13. The package still had not been picked up on 10/17/13 and the customer no longer wanted so we had Fed Ex return the package to us and on 10/28/13 return was processed and a full credit was given to customer.

12/21/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a specific dog bed from this company. On November 19, 2013 they delivered a totally different product that I could not use instead of the dog bed ordered. I immediately contacted their customer service department and spoke with a nice representative who basically told me that they had made a mistake at the warehouse but that it was now up to me to find a way to ship the large dog bed back to them and to pay for the shipping. She did state that if I called them back with the shipping costs they would reimburse me for them. She also stated that the shipping costs would be significant because the box was so large. I explained that the box was too large to fit into my car and that I was not comfortable spending another significant amount of money after already being charged $288.95 for a dog bed that I never received. She repeated that I was on my own as far as returning the bed and that they could not refund my money for the product that I never received until I returned the incorrect product. I asked to speak to a supervisor. I spoke with ***** who was very polite, agreed that the policy was terrible but re-stated that they could not pick up the product that they sent incorrectly and would not even send a return label. I called the credit card company the next day, 11/20/13, and explained the situation. They stated that the company should be responsible for resolving the situation, not me, since they made the mistake and that they should not be charging me for an item I never received. They put a dispute on the charge. I then called the company back and spoke to a different customer service representative named ****** who was actually very rude. I explained that I was disputing the charge and that they could certainly have the product back that they sent to me in error that I did not order and could not use but that they needed to pick it up. She said they would not and that when the credit card company called them they were going to say that I received the dog bed. I have never had a company treat me in such a manner and I often shop through on-line services. Any other company I have ever dealt with has picked up a large item if it arrived broken or if they sent the incorrect item. I am appalled.

Desired Settlement: I would like them to refund my credit card for the dog bed that I never received and if they would like the incorrectly sent item back I would like them to please pick it up or arrange for pickup through a carrier service.

Business Response: We have done the exchange and reshipped the correct item. I have put in a request for a call tag to pick up the incorrect item. I do apologize for any inconvenience.

12/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company, under their subsidiary Whatever Works, has put a pending authorization on my checking account, I used a debit card, twice, in other words, for double the amount. They claim to have shipped the item two days ago and billed for the amount though my checking account does not reflect this. They claim that once the charge gos through the second amount on hold will drop off. In the meantime I am in danger of having checks returned due to their double hold. I have called them twice. They tell me to have my bank call them on a 3 way call, I have called my bank twice and they say they can only take incoming calls and cannot do so. The bank also tells me that until their actual charge comes through, there is nothing I can do. If a check comes through and it is returned, I then have a problem with my creditor. I will never order from any of their companies again and intend to warn all my friends and family as well.

Desired Settlement: I want my money released from hold in my account immediately. The tracking number I have for the purchase is ********. The amount of #115.94 is on a double hold for a total amount of $$231.88. I want this company stopped from doing this to people. In reading the complaints, they have had other complaints for this same thing. In these financial times, a lot of people, including myself, do not have the kind of money that they lose use of that kind of amount for a week or more. They need to change this policy ASAP.

Business Response: The order was placed on 7 pm 12/2/13 and the order was shipped on 12/3/13. We billed the customer per the credit card company for 115.94 on 12/4/13.

12/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: *******'s website did not accept the password I entered when I tried to log in to the website to place an order. Assuming I simply forgot my password, I attempted to retrieve it through the customer service section of the site. The interface said the password was sent, but when I checked my ***** mail there was no message. I tried this at least a few times, and even tried using a different email address, but no email with my password was ever sent. I checked my spam folder just in case; no message. On 10/21/13 I sent ******* a message through the customer service section and received an automated reply saying Customer Service would contact me within 24 hours. No one contacted me. On 10/22/13 I sent another message through the website and again received an automated reply... No one contacted me. On 11/12/13 I sent another message... No one contacted me. On 12/8/13 I sent another message... No one contacted me. I have been unable to log in to my account for some time now. I was unable to give my wife the gift I wanted to give her for our 1yr anniversary, and it looks like I won't be able to purchase gifts from ******* for Christmas. I feel as though ******* is ignoring me and holding my account hostage. They have my credit card information on file, so this is absolutely unacceptable.

Desired Settlement: I simply want to be able to access my account and purchase gifts for my wife. I have been ordering from ******* for some time now and am troubled by this disrespectful lack of customer service.

Business Response: You do not need your password to log in to place an order. All you would need to do is state you are a new customer and create a new account with a new password. I not know why the site has not responded to your email address with your password but you can call our toll free number and an operator would be able to look up your password for you.We do not store credit cards. The only portion of your credit card we keep is the last four digits.....

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 understand I do not need to be logged in to place an order and can order as a guest.  However, I have an account and would like to be able to log in when ordering.  I also understand that I could call customer service, but this is 2013 and if you offer a service on your website it should function.  ******* also has my phone number, and has chosen not to call me despite four requests asking for the same thing.  

Business Response: I have forwarded the problems you incountered on the web to the appropriate department. I thought you were upset because you were unable to place an order and I gave you an alternate solution. I understand that you would like your password but until the problem is fixed on the  internet any of our operators on the toll free 800 number would be able to assist you.
Our call center handle inbound calls.

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.  My wife loves ********* unique products, to the point where I give her the catalog and a sharpie each time a new one arrives.  Not being able to log in and order for our anniversary and now Christmas has been frustrating.  I trust the internet portion will be handled soon.  Her birthday is in February and I have a catalog full of products circled in sharpie!

12/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from this company this morning. I finally got a confirmation email with an order number. However when I checked my bank account (as I always do, especially for a first time purchase) I found that they charged/debited my account TWICE for the item.When I called - their customer service told me that they always do that and that as soon as the item shipped the additional charge would drop off. I have been ordering online for over 15 years. No merchant has EVER done this. When I told her that according to their web site the item had already shipped - she said "well there is nothing I can do about it" and transferred me to a "supervisor" The supervisor could not tell me why the additional charge was still there since it had shipped, and proceeded to tell me that it would come off my account after 24-48 hours! This is a debit account - they have been paid not once but TWICE for an item I don't even have yet. They had no reasonable or good explanation for this questionable practice. And she basically said it would come off "whenever" and hung up on me - because I did not accept her ridiculous explanation!Again I have been ordering for over 15 years online and NO merchant has ever done this.

Desired Settlement: I want them to refund the double amount immediately!I also feel that they should be clear and be forced to explain this practice on their web site BEFORE someone orders. many people use debit/cash and should be forewarned about this unethical practice. AND know that they will be paying for their item TWICE the amount until the merchant gets around to crediting it back to their account.

Business Response: We have not double charged the customer. We get an authorization from the bank on the day the order is placed and we charge on the day the item is shipped. When the item is shipped and charged the bank will drop off the original authorization leaving just the charge. I called the bank and it was charged only on 11/19/13 for 146.90 reference number ***********************.

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.  THEY ABSOLUTELY PUT A HOLD ON DOUBLE  THE FUNDS IN ONES BANK ACCOUNT! THIS IS UNACCEPTABLE. THEY TRY TO BLAME THE BANK AND BANK SAYS IT'S THEM.  THEY ARE ILLEGALY HOLDING DOUBLE THE FUNDS WITHOUT THE CARDHOLDER AUTHORIZATION. DOUBLE FUNDS WERE ON HOLD ON MY ACCOUNT FOR SEVERAL DAYS TYING UP MY MONEY. DO YOUR RESEARCH... MANY PEOPLE HAVE POSTED COMPLAINTS ABOUT THIS. NO OTHER ONLINE RETAILER HAS EVER DONE THIS TO ME AND I HAVE SHOPPED ONLINE FOR 15+ YEARS. THEY ARE HOLDING DOUBLE FUNDS WITHOUT LEGAL AUTHORIZATION.  

Business Response: We do not get any additional monies ....we do not charge the customer's account until it is shipped and I have called and only one charge by our company has been charged to your credit card.

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'll say this again! You put twice the amount ON HOLD  in my account for several days! you have no right to do this. Regardless of what you are billing for in the end, you are still doubling the amount on hold in ones account WITHOUT authorization. Take note... there are MANY complaints on here about this very subject with your company. NO other online vendor has ever done this.

12/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was attempting to place an internet order with "whatever works" and after entering all necessary billing and shipping information, I clicked on the block to place the order. Then, an additional screen opened offering me discounted shipping and purchases to enroll in their VIP Club. I was not at all interested in joining a club that would cost $12.95 a month to belong, I only wanted to complete my purchase. There was no way to avoid this screen or close it out. I tried backing out but then found my purchase erased. The only way to continue the purchase was to enter my email account in the space provided, then click start saving. The screen advised that by entering your email address and clicking the start savings button, you have entered your electronic signature thereby enrolling in this scam. I found the experience very frustrating and it completely removed my holiday spirit.

Desired Settlement: I feel an apoligy is warranted but more importantly, the deceptive practice should be stopped. I would be extremely surprised if there were not customers who complained regarding this practice either before the enrollment like myself or after they have been billed.

Business Response: This is a pop up that comes up after you have placed your order. It has in the top right hand corner an X that you can click on to exit the offer. If you go back it does not delete your order because the offer is after you have placed the order.

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. There is no X to close out the advertisement on your website. Try it. I even tried where it should have been with no results. It also created additional problems for me with a duplicate order because your ad popped up instead of the usual order completed sending me through the process again.

Business Response: There is an X in the right hand corner that once you click on it the program offer is gone.

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. So you are telling me that I did not see this X that was there, with countless hours spent on a computer and holding a Computer Science degree from Rutgers University, I was unable to locate the X to close out your advertisement. I have reached my limit. You are lying and if there is a visible X to close out your advertisement, it was recently added or adjusted. Bad business on your end!!!

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Pyamid denied my two requests to cancel a membership in a VIP Program that I have never utilized. There was no benefit and I don't even remember signing up for it. I would like to be credit the entire amount $90.65 which is the amount charge