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Eastern Massachusetts, Maine, Rhode Island and Vermont

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TotalVac.com

Phone: (978) 777-3700 2 De Bush Avenue, Middleton, MA 01949 http://www.totalvac.com

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Description

TotalVac.com sells vacuums and accessories, small kitchen appliances, air purifiers, humidifiers, home and garden products, and more.

BBB Accreditation

On 6/12/2014 this business's accreditation in the BBB was revoked by the BBB's Board of Directors due to its failure to adhere to the BBB requirement that Accredited Businesses meet and abide by the following standards:

  • 6D. Cooperate with BBB in efforts to eliminate the underlying cause of patterns of customer complaints that are identified by BBB.

This business is not BBB accredited.

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

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

Reason for Rating

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

Factors that lowered the rating for TotalVac.com include:

  • 74 complaints filed against business
  • Failure to respond to 27 complaints filed against business
  • 1 complaint filed against business that was not resolved
  • BBB Accreditation was revoked because the business failed to honor its accreditation agreement with BBB.
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

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

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

74 complaints closed with BBB in last 3 years | 52 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 0
Delivery Issues 46
Guarantee/Warranty Issues 0
Problems with Product/Service 20
Total Closed Complaints 74

Additional Complaint Information

Based on BBB files this business has a pattern of complaint concerning delivery and customer service issues. Consumers state that they have ordered products that are either not received, or the order is cancelled. Consumers state that the business is slow in providing refunds or resolutions to issues that arise after an order is placed.  BBB sent a written notice to TotalVac.com on 5/15/2014 and 5/27/2014 identifying the potential pattern of complaints with a request for a business response.  As of 6/12/14, the business did not respond to BBB's request.

Customer Reviews Summary Read customer reviews

38 Customer Reviews on TotalVac.com
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 35
Total Customer Reviews 38

Additional Information

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BBB file opened: April 27, 2000 Business started: 03/01/1996 in MA Business incorporated: 01/01/2004 in MA
Type of Entity

Corporation

Business Management
Mr. Jeff Bradshaw, Co-Owner Mrs. Laurie Bradshaw, Co-Owner
Contact Information
Principal: Mr. Jeff Bradshaw, Co-Owner
Principal: Mrs. Laurie Bradshaw, Co-Owner
Number of Employees

9

Business Category

VACUUM CLEANERS HOUSEHOLD-DEALERS APPLIANCES-SMALL-SUPPLIES & PARTS APPLIANCES-HOUSEHOLD-SMALL-SERVICE & REPAIR VACUUM CLEANERS-INDUSTRIAL & COMMERCIAL HUMIDIFYING APPARATUS VACUUM CLEANERS-SUPPLIES & PARTS ONLINE & INTERNET SHOPPING HOUSEWARES-RETAIL APPLIANCES-SMALL-DEALERS AIR PURIFYING & CLEANING SYSTEMS & EQUIPMENT Household Appliance Stores (NAICS: 443141)

Products & Services

TotalVac.com sells the following brand(s): Cuisinart, Dirt Devil, Dyson, Electrolux, Eureka, Filter Queen, Haan, Hoover, Kirby, KitchenAid, Miele, Oster, Samsung, Sanyo, Sharp, Waring

TotalVac.com offers the following product(s): Air cleaner filters, Blender parts, Humidifier filters, Mosquito traps, Replacement coffee pots, Shaver parts, Small appliance parts, Vacuum cleaner bags, Vacuum cleaner filters, Vacuum cleaner parts

Method(s) of Payment
Cash
Personal Check
Business Check
Cashiers Check
Money Order
Mastercard
Visa
American Express
Discover
PayPal
Debit Card
Online
Refund and Exchange Policy
Products may be returned unopened for a refund within 30 days of its shipping date and may be charged a 15% restocking fee at our discretion. Items that are in un-sellable condition, no longer wanted, you changed your mind, missing parts or you ordered the wrong product will not be refunded. Please note that we will only refund shipping costs if the return is a result of our error up to $9.95, unless prior arrangements have been made with the return department. Return your items using UPS ground, FedEx ground or standard U.S. Mail. If you refuse your package, there will be return shipping charge. UPS, FedEx, and the U.S. Post Office charge us for returned items. You will be charged the original cost of shipping (even if you received free shipping), plus the cost of return shipping. Unless we sent the wrong product or made some other error on shipping out your product. You can expect a refund sent to the credit card company within 14 business days of TotalVac receiving your return. Note: shavers, shaver parts, flat irons, hair dryers, trimmers, massagers, foot spas and other personal hygiene products can never be returned once opened.
Alternate Business Names
TotalVac, Inc.
Industry Tips
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Customer Review Rating plus BBB Rating Summary

TotalVac.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 De Bush Avenue

    Middleton, MA 01949 (978) 777-3700

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Types of Complaints Handled by BBB

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

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

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

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BBB Complaint Process

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

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As of 8/8/14 BBB notes that the business website is inactive, and the business phone is disconnected.  BBB continues to receive consumer complaints and inquiries.


Complaint Detail(s)

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: TotalVac showed they had the part I needed (I ordered it on the internet). When I received it, it was the wrong part. When I returned it via their instructions and authorized return label, I never received a refund. All attempts to contact the company have failed. The phone is disconnected and I get no reply to emails sent to them.

Desired Settlement: A refund ASAP. They owe me almost $100.

10/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/23/14 I placed an order for 7 items totaling $50.77. Some of the items were apparently on back order. On 4/5/14 I sent an Email requesting order status update. No response from seller. On 5/4/14, I received an Email from TOTALVAC.COM that my PayPal payment had expired. On 5/6/14 I received a note from TOTALVAC via PAYPAL that I needed to re-submit payment of $21.92, which I did. On 5/6/14 I received an Email stating there was an error on the $21.92 amount and that I still owed $28.85. So on that same day 5/6/14 I also made the payment of $28.85 via PAYPAL. On 5/7/14 I received an Email from TOTALVAC.COM that all my items were in stock and ready for shipment. On 5/13/14 I received email from TOTALVAC.COM that part of my order had shipped, however I have never received any goods. Also on 5/13/14 TOTALVAC refunded my PAYPAL $5.45, which I assumed was for the part of the order that was not shipping. On 5/22/14 and again on 5/31/14 I requested information on my order and stated I never received any part of my order. So I paid them $50.77 in total of which they refunded me $5.45. I have never received any product from them and it appears now they are no longer in business. Web site is down and no answer on telephone calls. I'd like to get my $45.32 back.

Desired Settlement: I'd like to get my $45.32 back that I paid them and never received any product.

9/26/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: THIS IS ***** ******* *******, I PLACED AN ORDER WITH TOTALVAC.COM A FEW MONTHS AGO, THEY SENT ME A COURTESY EMAIL AFTER I COMPLETED MY ORDER STATING THEY WERE MOVING THEIR WEARHOUSE TO A NEW LOCATION A FEW MILES AWAY AND IT WAS TAKING LONGER THAN EXPECTED, THEY ALSO SAID THEY WERE MOVING THEIR COMPUTERS TOO.LITTLE DID I KNOW THIS ALSO MEANT THEIR SERVERS FOR THEIR WEBSITE HOSTING ALSO.INSTEAD OF A NICE SORRY WERE MOVING OUR SITE,OR SORRY SITE DOWN FOR MAINTINENCE MESSAGE. ALL I GET IS A MESSAGE SAYING THE SITE HAS BEEN TAKEN DOWN. I GUESS WHAT I AM REALLY GETTING AT IS THE FACT THAT I PLACED AN ORDER OF $144.45 AND JUST CONCERNED IF THEY ARE REALLY GOING TO REAPPEAR ONLINE IN THE FUTURE. AFTER THEY RETURNED MY EMAILS THEY SAID MY ORDER WAS BEING PROCESSED, I THANKED THEM. THEY THEN SAID THAT THEY HAD TO CANCEL MY ORDER BECAUSE THE PRODUCTS I ORDERED WERE NO LONGER AVAILABLE TO THEM. I ASKED WHY. THEY DID NOT RESPOND.I HAVE YET TO GET A REFUND FROM THEM. ORDER INFO AND EMAILS ARE ATTACHED THANK YOU,DAVID

Desired Settlement: Refund of $144.45

9/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order for vacuum bags was placed online on March 22, 2014. A confirmation was received on 4/20/14 that item was in stock and would be shipped. Nothing arrived. We sent a followup email on 5/13/14 asking for an update. Response on 5/17/14 from ****** ********, Totalvac, "Our distributor is the largest vacuum distributor in the country and they are waiting on the 839 bags to come in stock. I can either have you wait or cancel the order. I am very sorry I did not know about this since it showed as shipped. Just let me know what you wish to do." We attempted to email and call, but were unable to reach this company. No confirmation of shipment received, no refund of charges, items were ever received . This is a scam!!

Desired Settlement: Refund of payment.

9/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order in March for 1 item. Submitted payment through paypal. The order was not processed and after several emails they asked me to resubmit my payment which I did. It was processed at that point but I still have not received product and it is now August. I have sent several more emails and have not had any response from Totalvac. I would like a refund of my money. ORDER DATE: 27-Mar-2014 ORDER #: 5317168 REFERENCE #: 4367260

Desired Settlement: I would like my money returned. Getting the product would have been nice.

9/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/14/2014 I placed an order (#*******) online and was charged for products on 5/5/2014. I have not received items. I have tried to contact company via phone and email with no response.

Desired Settlement: At this point, I would like just to have my credit card credited.

8/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order, on line, with this company in March of 2014. I have NOT received the product that I ordered. I have attempted to contact the company to no avail. I would like the entire purchase price of $25.00 refunded as soon as possible.

Desired Settlement: Total refund

8/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered on-line on 6/11/2014. VISA statement shows transaction date of 6/12 and posting date of 6/16. Expected 1-week delivery. Never received product. Unable to reach them (TotalVac.com is no longer a valid domain, phone is not connected.) Searched for contact info and found the BBB has many similar complaints, (shows BBB removed accreditation 6/12/2014).

Desired Settlement: Either deliver the order, or refund the billed amount ($21.89)

8/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two new filters for my vacuum on 6/11/14. I waited for them and never got them. They took the money ($20.09) from my checking account on the 16th of June. I waited for what I ordered not never got it. If emailed them on 6/20/14 to see where my order was and they answered me by saying that they had moved their warehouse and that my order was in the warehouse and that they would send me a tracking order number once the warehouse got but to them. I waited and never got that tracking number. I tried again later to get a hold of them through email and my email was returned and was told that they would not except my email. I tried to go to their web site and found out that it is no longer. This order was made using my debt card.

Desired Settlement: I would like them to refund the $20.09 back to my bank account.

8/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for vacuum cleaner bags on May 25, 2014. My credit card was charged on June 2, 2014. Still to this day i have no received anything and they no longer have a website and the phone number no longer works. I would just like my money back. Thank you.

Desired Settlement: To place $43.55 back on my credit card.

8/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for products on 6/8/2014 and received shipping confirmation for the order. On 6/23/2014 I emailed and faxed over an inquiry about my order and they never responded, stated it would take 10 days for my order to be delivered, I waited and nothing so I inquired. I did not hear anything back so I emailed them later on that day and they sent an email stating they were inquiring as to where my order was and as of today, I have not heard anything from them. On 7/8/14 a month later I sent them another email asking about my order and where it was, they did not respond, so on 7/12/14, I asked for a refund and confirmation of this refund, and of course they did not respond, they have my money and my product. And will not contact me or return my money. On 7/13/14, I had to order the same products from another company so I want my money back.

Desired Settlement: I want my money back as I have ordered the products from another company.

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For order number ******* placed 03/11/2014. I returned the following by 5/23/2014 with UPS tracking # ****************** but have not received refund for: Qty 1 SKU: R-8077ES item: Rainbow E series Vacumn Electric Hose (11137) - $119.00 Qty 1 SKU : 12103 Item: Rainbow Vacumn Two Speed Motor Separator - $16.95 Qty: 1 SKU : RX-H524 Item: Rainbow Vacumn Separator Nut -$4.95 Plus never received Qty 1: SKU: R14955 Item: Rainbow Vacumn Assorted Luxury Fragrance Pack- Genuine - $22.95

Desired Settlement: I am tired of being ignored and would like a refund of $163.85

8/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed my order on June 15,2014 the order # is ******* for a replacement vacuum cord and for vacuum bags the total for my order is $ 50.61 they charged my card on the 18 of June I have not received my order as of July 9 2014 Ive emaled them numerous times, they responded with a generic email saying my order was processing now I cant even contact them at all my emails returned non deliverable

Desired Settlement: I would like a full refund in the amount of $50.61

8/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/31/14 I purchased the following product online at totalvac.com - #5828 SEBO Vacume cleaner automatic X service box kit at $42.95 + $6.99 standard shipping rate = $49.94 I received a confirmation email that day. On June 4, 2014 $49.94 was charged to my debit/credit card. On June 11, 2014 I sent an email to totalvac.com asking for tracking information, because I hadn't received anything yet. Their email response indicated that they were moving their warehouse and were overwhelmed with emails and could not take phone calls. The letter claimed to be sent by "******, owner of totalvac". Because my account had already been charged, the email stated that tracking and shipping info would be sent soon. On June 24th I canceled my order with totalvac.com and requested a refund with another email because I still had not received any tracking or shipping info. or the product I ordered. Totalvac.com has never responded and I still have not received the product I ordered or a refund as of July 5th.

Desired Settlement: I need the sweeper bags, but at this point I just want my money back so I can get them somewhere local.

8/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered vacuum bags on 06/09/2014, paid 54.01, the amount was deducted from my account on 06/11/2014, received confirmation of order. Then received this e-mail on 06/16/2014 to ******************** checking on the status of my order and I received an email the next day stating that they have been overwhelmed with emails since they are unable to take phone calls at this time and that they were working as fast as they could to fill the orders as well as " Inquiring about your order and you have been charged: The order has been sent to shipping and a tracking number will be forwarded soon. At this time the tracking is being entered manually and this process is taking longer than we expected. The files that are being sent back and forth to the shipper are complicated and errors have been made and have been fixed." then received an email stating that the order had been processed and was on its way on 06/17/2014. I then received an email on 06/22/2014 stating "Your order was received on 9-Jun-2014. Your Reference Number is: *******. We have canceled your order, the items that have a 0 next to the item are no longer available to us. You have not been charged since we did not ship the order, we will void the authorization." Well I was charged and have never received a refund. The phone number is "unavailable at this time" and my emails have not been replied regarding the refund that is due to me

Desired Settlement: I feel that I should be refunded the money for not receiving the product I ordered especially after I was told that I wasn't charged when clearly I was.

7/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for vacuum bags from Totalvac.com on 6/10/2014 and had the funds withdrawn from my bank account on 6/11/2014. I had never dealt with this company prior to this purchase however the BBB Rating that was shown (and is still shown) on their site was (is) listed as an "A+" so I did not think I would have any issues. After a week had elapsed, I had not received any notice of shipment from Totalvac. As such, I attempted to contact them through their listed telephone number during their normal business hours. A recording answered my call and informed me that there is no option to be transferred or to leave a message, totally useless. So I decided to contact them via the link provided in the "Order Status" page on their website which prompted me to fill out a form and advised me that I should be contacted within 24 hours. I waited another week and never received a response so I sent an email to the email address listed on the Contact Page located on their website. After yet another week (three weeks since placing order) I had yet to receive a response to my inquiries or a notification of shipment. I then replied to the order confirmation email and received an automated response which was very unhelpful.

Desired Settlement: I would like to receive my order. However, if this is not an option, I would like to receive a full refund.

7/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Total Vac on or abvout June 3rd and I can not get an answer as to where my parts are. My order number is ******* and I have paid for the goods. I ordered a gasket and cord and would like an answer from the company. When I went to there web address today I saw it is closed.

Desired Settlement: I would like my parts but if not refund me my money paid.

7/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from this company on May 29, 2014 and have not received it. I have heard excuses as to why i have not received it via email. The company cannot be contacted by telephone although it has a phone number on it's website. All I receive are generic emails with reasons why they are having problems fulfilling their orders. I have attempted to contact them via email to obtain some clarity, but have only continued to receive generic emails. I have warned them that I would file this complaint if I did not receive a definite and clear reply as to when the product would arrive, but have heard nothing since. So I am fling my complaint. I am unhappy about the failure to receive my order, the failure on the company's part to communicate, and the extremely poor customer service.

Desired Settlement: I want a full refund from this company including the cost of the product and shipping charges. I am not interested in receiving the product as I have ordered it elsewhere with excellent results.

7/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On April 29 I received my order #******* and an item was missing. It was not on the invoice either. I ordered a #******** ****** ******* *** 13 Inch Genuine Filter - $13.95 and paid for it through PayPal and have not received it yet. I sent my third request today (June 17, 2014) for a refund or the filter. I have ordered from Totall Vac before, but this is the worst service I have received.

Desired Settlement: refund or filter

7/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered online vacuum bags etc for a total of $36.89. Order #******** I have rec'd one email saying they were moving.. I requested my order be cancelled and money refunded a few weeks back. No response, no refund, no delivery of order. I now cannot pull website up on my computer. Cannot find any type phone number.

Desired Settlement: Refund of $36.89

Business Response: We canceled the order, but were unable to refund the customer. The credit card company did not accept the refund.Thanks****

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, ***** ****  

Consumer Response: My order is cancelled, but they have not refunded my money.  I contacted my bank and no attempt has been made to credit my debit card.  Will they be sending me a check?  How do I get my money refunded?  Thank you (BBB) for your help in this matter.  Regards, ***** ****  

7/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered item on 6-08-14. Have not received item. Sellers system does not show that it has shipped. Tried several times to contact seller through their website and they do not respond. Have since discovered that this seller has had a number of similar complaints.

Desired Settlement: I want to be refunded the entire purchase price of the item.

7/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Total Vac on 6/03/14 and paid with my credit card on their web site. I received no confirmation of the order. When I received my statement from the credit company, I was billed for the order but never received the parts. I sent 2 e-mails and left voice mails on their phone (no way to talk to a live person.) The order was for $110.39. I can't get any information regarding if this order was shipped, on back order or what have you.

Desired Settlement: I would like a credit on my charge card, this is not a good company.

7/11/2014 Delivery Issues
7/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered vacuum filters from this business. I received order confirmation. I was charged for the product. I emailed them for shipping information several times with no response. I called the phone # listed ###-###-#### and it was no longer in service. I feel I was scammed.

Desired Settlement: total refund

6/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Never shipped my complete order and will not respond to me. They kept giving me bull excuses so they could string out the 45 day non-dispute policy from ******. Last e-mail from them. The in stock was sent to shipping. The Electrolux Vacuum PN5/PN6 Brush Roll & Bearings is on a delay. Thank you, Nancy Reference number TotalVac.com The part is still on a delay with our supplier. They do not have an eta for shipping to our warehouse. The delay may be another week minimum.

Desired Settlement: I want a refund

6/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Order placed on date below, paid with PayPal and product never received. Total Vac does not respond to emails or phone calls. I have requested a refund check, still no response. I cannot buy the product in my area, which is the reason for ordering online. There doesn't seem to be any honesty or integrity with Total Vac. Can BBB help in this matter? Sincerely, ******** ****** Order Number : ******* Placed : 03/23/2014 17:53:20 EDT Ship To: Bill To: ******** ****** ******** A ****** ********************* ********************* **** ** ***** ****** ** **** ** ***** ****** ** ****** ** ***** ****** ** ***** ** US Code Name Quantity Price/Ea. Total ------------------------------------------------------------------------------------------- JTPOWDER Reliable Descaling Powder 1 $6.95 $6.95 Shipping: - Standard: $3.99 Sales Tax: $0.00 ------------------------------------------------------------------------------------------- Total: $10.94

6/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered some Dirt Devil vacuum bags from Totalvac off their website on 5/9/14. My credit card was charged on that date. No e-mail confirmation of the order with an order # was received. This was my first tipoff that something wasn't right with this company. I live in NH and Totalvac offcies are in*********, MA about a 30 minute drive from me. However, a week went by and no vacuum bags. I tried calling the number on their website but you can't leave a message or talk to a human being. I had no choice but to contact them via e-mail. I sent three e-mails to Totalvac and a "******" replied to all 3. She refused to provide an order number or provide a shipping status for my order claiming that all orders were now being shipped from Ohio vice their Mass. office. Consequently, I asked that the order be cancelled and a refund processed. Laurie indicated in her last reply that the order was cancelled and a credit processed. A week later and no credit for this purchase has yet been processed to my credit card. Given the number of negative complaints against this business a BBB A+ rating is a total joke. Do not do business with this company!!!

Desired Settlement: I requested a refund to my credit card.

6/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered $51.30 worth of vacuum parts on March, 3rd, 2014. Numerous emails have been exchanged, one promising a refund. But two weeks after that email, no refund has been given.

Desired Settlement: Refund $51.30 back to my Paypal account.

6/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Twice I have contacted the company that I have not received my order and twice they told me it has been shipped plus the first time when I ordered they said product was shipped which was DCC-RWF Cuisinart Coffee Maker Water Filter - 2 DCC-RWF Filters 1 $6.95 $6.95 Shipping: - Standard: $3.99

Desired Settlement: to receive my order or refund my money.

6/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered vacuum bags on 4/20/2014. After 2 weeks of waiting for a shipping confirmation, I checked my order and it said temporarily out of stock. So I sent an email to Totalvac asking when my bags would be shipped. I got no response but the next day I checked my order again. It said my bags were in the warehouse for packing. That was a week ago. I've emailed them twice since then with no response. I did, however, notice that they had charged my credit card. That's not supposed to happen until my product is shipped. In the meantime, I ordered bags from another company and had them within 2 days with free shipping. The order number for Totalvac is *******.

Desired Settlement: I would either like this order cancelled and my money refunded or item shipped pronto and some sort of compensation.

5/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On March 5th I placed an order w/ Total Vac for some vacuum cleaner parts. I used my Pay Pal to pay the charge of $75.21. After 3 weeks had gone by, I inquired about my order via e-mail. I did receive a reply that they are moving the warehouse etc. Their recorded message said the same thing. Thinking I was eventually going to get my merchandise. I was not within the 45 day window to file a dispute with pay pal. Now the phone number is disconnected and my e-mails have gone unanswered.

Desired Settlement: I would like to be credited for the $75.21. My order number was *******

Business Response: The order was shipped by FedEx Smart post. The tracking is ********************** Very sorry for the delay.

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. 

4/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We placed an order on ************ website on March 25, 2014 for numerous items. We have tried calling them to see where our items are because they haven't been delivered and all you get is there voicemail saying no messages can be left because voicemail is full. I have sent 3 e-mails to ************ trying to find out the status of our order. We have never gotten a response from any of our e-mails. My husband tried once again call ************ two weeks ago because of not getting anywhere or hearing anything from this company. He finally did a random dial by name on their voicemail and a woman answered the phone said that they had moved the warehouse and our order had been shipped. Really, because as of today, April 16th, there has not been an ordered delivered from this company. ************ DID debit our bank account on April 4th for the $208 that was the amount of the order. How do they get away with taking our money and not sending us our product!!! We did take our order number and on their website it allows you to look up the status of your order. We typed in the order number that ************ gave us on our initial confirmation e-mail and the order number came back no such number. Hmm, the woman that answered the phone 2 weeks ago said that the order was shipped with that order number and their website says no such order number found. We believe that there is a SERIOUS FRAUD going on here at ************. Somebody has taken our money and not given us our products!!

Desired Settlement: Totalvac.com needs to be held liable for this. Are they even a ********* company??? We were waiting on these products to be used for our business. I can't believe that this company gets away with taking your money and not giving you your product! We would like a REAL LEGIT AND HONEST phone call from THE TRUE OWNER who is held liable for this problem on where our product is and why they took our money without sending out our product!

Business Response: The customer's order was shipped. The Fedex tracking is **********************. Sorry for the delay.

4/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered $115 of ***** Vacuum cleaner parts on March 6, 2014. As of today, April 25, the parts on still shown on backorder and have not shipped. On 31 March, in response to an email to their customer service, I received a reply from ***** stating that they had been moving their warehouse, my order was important and would ship soon. On April 22, i checked the order status as I still have not received the order and found it had not shipped and status online had still not changed from that shown on March 30 (still on backorder). I again sent a message via their customer service link on their website (totalvac.com) requesting immediate shipment or cancellation of the order and refund via Paypal (through him I was charged for the order on March 6). I received no response. On April 24, I responded to their customer service department's email of March 31 requesting order cancellation and refund. As of today, April 25, 4:30 PM eastern daylight time, I have received no response.

Desired Settlement: I want a full refund of $115.66 payed via ****** transaction #***************** issue to me by check or via refund through ******.

Business Response: The customer has been refunded in full. I am very sorry about the delay.

Consumer Response: I received a full refund, via ****** as requested, for my unfulfilled order (nearly 2 months old) after submission of my complaint. Thank you for your assistance. 

Regards,

4/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered something on April 1, 2014 and have not received it as of yet. I was sent an email that as soon as my order shipped I would get an email. Have not gotten an email yet. I have called the company and gotten a recording saying that operators would not be answering the phones because they were changing warehouses. I guess operators are helping with this, I have also emailed them many times with no response. I have requested my money back but have not gotten it. They had no problem charging my credit card immediately for this purchase but have not been able to send it out. Can not understand why they have an A+ rating. How long could it take something to get from Massachusetts to Connecticut.

Business Response: The customer's order was shipped from a New York warehouse. The FedEx tracking is **********************

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 my package today and it was missing the belts that I ordered. They did not send me everything that I ordered. I am very disappointed in this company, I had to wait 24 days for my package to arrive and the order is not complete.

Business Response: The customer's order was shipped on 4/21.Here is a link to the tracking:https://www.fedex.com/fedextrack/?tracknumbers=**********************&cntry_code=us&language=enIt was delivered yesterday

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.    

4/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: emailed multiple times to cancel order after company failed to ship order. Never acknowledged any of e-mails. Phone is a recording only with no message capability. After 2 weeks company ships products I didn't order in addition to one of two orders. First order is MIA and still no response from Company. Horrible business with poor service. Prices aren't even that great.

Desired Settlement: I want them to accept return of what they shipped with no cost to me, and cancel the other order with no cost to me. There logistics issues should not be mine. I also want an apology for there communication failures.

Business Response: The ***** tracking for the first order is ********************** and is due to be delivered on Tuesday.

The ***** tracking for the second order is ********************** and is due to be delivered on Friday.

If the customer no longer wants the products they can be returned for a 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 #********, if barely. The business has very poor customer service and seems unable to meet its obligations until pressured by complaints. The owner sent me a very abrupt and somewhat rude response with outright lies about the shipping date as verified by ***** records. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

4/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered vacuum cleaner bags and belts on January 12, 2014. At first they held all of the order because a few items were on back order. Had I known this at the time, I never would have ordered them. I convinced them to send the items that were in stock, which came in 2 shipments. They have never sent me the ***** ****** ***** * **************** Vacuum Bags (9 bags). I have sent numerous emails because they don't answer their phone. They have promised time after time that they will send me the bags. The last email was received from them on April 4, 2014 stating: "Dear Customer, The order has been processed in shipping. Tracking will post within 48 hours. I apologize for the delay in shipping your order. Thank you, TotalVac.com" Once again, I have received no tracking information or the bags. I've asked for my money back or the bags and have gotten nothing but empty promises for the bags.

Desired Settlement: $6.49 I want my money back. Plain and simple. I will never deal with this company again! Thank you!

Business Response: We sent an echeck for $6.49 through PayPal. I am verys orry about this mix-up.

4/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Placed order with this company on March 05, 2014 paid for it with my ****** account and as of today order is still on back-order and requests to have order cancelled and refund my money have gone unanswered. As of today April 22, 2014 if you enter my order number 5313008 (zip code *****) in their order status it still shows that order has not shipped. I contacted them thru their website on March 28 and their reply (March 30) via e-mail was that they were in the process of moving their warehouse but that if I wanted to cancel order to let them know. I opted to wait a few more days. Checked status of order again on April 02 and still no shipping info, contacted them again and on April 03 rec'd following e-mail: "Dear Customer, The only item on back order is the hose. We do not have an eta for this to arrive. Thank you, TotalVac.com". Please note that at time of my order none of the items order were listed as being out of stock, I purposely avoided out of stock items to avoid any delays in my order. Furthermore, the hose was the main item I needed, so if I had known that it was not in stock I would not have placed order, other items ordered were just to get free shipping. Anyway, after 5 weeks, I finally gave up waiting and have sent them various e-mails through their website and also to their customer service e-mail: ****************** to please cancel my order and refund my money, but have rec'd no reply to any of my requests, nor has money been refunded to my ****** account.

Desired Settlement: Cancel my whole order (*******) and put money ($51.55) back in my ****** account.

Business Response: The customer has been refunded. Very sorry for the delay

Consumer Response:
Thank you for interceding. I received a full refund.

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,

4/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On March 8, 2014 I placed an online order for both dyson and hoover wind tunnel parts. I heard nothing from the company even though I contacted them concerning the late shipment. I did pay for the items with paypal. I filed a complaint with paypal for nondelivery and received an email on April 4 that the items were to be picked and packed. Checked today, April 8 on their website and the items are still being picked and packed. I would like to have a refund since it appears that I am not going to receive my parts.

Desired Settlement: Having the goods but I am not thinking a refund is the only way to resolve this.

Business Response: The customer's order was delivered on April12th in two shipments. The UPSPS tracking numbers aare ********************** and **********************

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. 

4/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I originally ordered item # ******* ****** ***** ******** ********* ******* and paid for them in February of 2014. I received a different item and attempted 2 times to contact the company and did not hear back from them until March 11, 2014 at which time I did speak with someone and they told me that they would reship the correct item, however it might take about 2 weeks as they did not have any in stock. They emailed me a new order number - ******** It is now April 17, 2014, and I have not received the correct item, have emailed them 2 times and tried calling multiple times and cannot get an answer.

Desired Settlement: to please either ship the correct item, let me know when it is going to ship or refund my money so I can purchase elsewhere.

Business Response: I am very sorry about that. The filter will ship out today.

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 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We or in ordered a product from this company in January of this year which we have never received. The real problem for me is that there has been no communication concerning this order ******* despite many many calls and emails over the last 6 weeks. Is this a internet scamm that needs to be reported to the state attorney's office.

Desired Settlement: Phone call at the very least.

Business Response: This order was delivered back in February. The UPS tracking is ****************** Thanks ****

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: We shipped the order with UPS tracking. We fulfilled our part of the transaction.

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.

No the transaction has not been completed. The incorrect part was shipped. I called the company for a return label and shipped the incorrect part back and was told it would be two weeks to get the correct part. I was assured i would get the part. I have never received the the part nor any response to my many emails and phone calls. The company refuses to make ANY effort to find out why I have a problem. This strikes me as a complete disregard for the customer once they have received payment (which they have.For which I have not been reimbursed.) Say what they may. I have no part and they have my money and refuse to communicate which was really all I wanted before I contacted the BBB. Thank you for asking but no we have heard nothing from this company. They do not respond to any communications.                 

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order a vacuum part on Feb 23 2014. Part of the order was backordered. Emails sent kept saying the part still had not been received. I then ordered the part from another company and it shipped the very next day. I have attempted to contact Totalvac.com to get a refund and phone message says they are moving their warehouse and cannot answer the phone and have not received a return email.

Desired Settlement: Asking for a refund of the amount charged to my card. I should not have been charged for the order until it shipped.

Business Response: The customer was refunded on 4/15

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. 

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: re: TotalVac.com ordered vacuum cleaner bags online. shipment never confirmed. called company, phone no longer in service. search on their site for my order number, resulted in no record of order. emails go unanswered. yellow pages search results in no other number. company took money from my bank but failed to deliver items or offer any explanations. I want a TOTAL refund of $12.40

Desired Settlement: I want a TOTAL refund of $12.40

Business Response: **************The order shoudl ship out early next week. It is only two business days old.
Thanks
****

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 belALTHOUGH I DO AGREE TO ACCEPT THE BUSINESSES RESPONSE - IT DOES NOT FULLY SATISFY MY COMPLAINT.Emails to them go unanswered, their phone number is disconnected, no other options are available for contact.If the order is indeed shipped early next week, the complaint will then be fully resolved.I do realize the order was placed two days ago, but with no contact options or replies, I became skeptical. Regards, *** ****  

Business Response: I understand. We are moving out of our warehouse, so our processes have slowed down.
Thanks
****

4/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchased some parts for a vacuum and after two weeks no parts had arrived. Tried to call there establishment and could only get voice mail which stated they are moving. during the moving process there are struggling to keep up with emails. tried to leave a voice mail and the mail box was full as the message stated. after these attempts failed I can only assume this is a scam website.

Desired Settlement: refund to my credit card

Business Response: I am very sorry about that. The customer has been refunded in full. We are having another company do our packing and shipping for us and we have not worked out all the kinks yet.

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 have not received the funds back on credit card. as per the credit card website there are no reimbursements posted or any transactions pending at this time.

Business Response: The customer is refunded. I am not sure what else they want?

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.

4/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We placed an order on March 6, 2014 and still have not received the product but they have charged our credit card. They do not return email inquiries and never answer their phone.

Desired Settlement: We would like the product ordered or refund.

Business Response: I a very sorry about the late shipment. Your order did ship. The Fedex tracking is **********************

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, Wally Myers

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We placed an online order for vacuum parts on the 18th of February. After a week the dust was piling up and tracking information had not yet been received for the package. Two emails were sent to customer service starting on the 28th and again on March 2nd. We were responded to on March the 3rd. The email stated that one of the items was out of stock. We had requested that the other item be shipped and a partial shipment was made on March the 5th. When we realized that the rest of the order had been forgotten, emails were sent on 3-24, 3-27, and again on 4-1 simply asking when the rest of the order would be shipped. These emails have not been responded to as of this date (4-3.) A call was also made to the phone number on file for totalvac.com (************) and a message was left there today. The message said that they are in process of moving the warehouse but shipments would still be made so I can understand the terrible customer service but this is getting annoying. I would rather not have to spend 20 minutes on the phone with the bank disputing a small charge that was made months ago. Besides that, part of the shipment was already sent so we can at least appreciate that.

Desired Settlement: We just want the order to be completed. Thank you.

Business Response: The remainder of the customer's order should ship out next week.

3/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i placed an order with TOTALVAC.COM on February 16th. As of March 7th, no order/shipment has arrived and TOTALVAC was contacted via email. TOTALVAC offered to send a portion of the ordered vacuum bags (if they had some) but I told them to just keep the order as one. I also noted to them that this was very frusterating that on their website at the time of order did not state anywhere that this item was out of stock. the support stff member by the name of "*******" said they would credit me back the SHIPPING costs and send my package out as soon as it becomes available. March 22nd, i tried contacting TotalVac again via existing email string with "*******" of the support staff requesting a status update... still no response and sent yet another email on March 28th @ 9:02am. and still no response. Also please note current "reference #" provided by TOTALVAC via email string. reference number: ******* order number: ******* Order was done under my wifes name: ****** *********** Thanks, ******* ** *** ***********

Desired Settlement: I now would like to see one of the following resolutions... 1. Order shipped in full and some sort of financial accomedation/credit back besides the shipping costs. 2. Full Refund and possible additional compensation for lost time. 3. Online Store Credit shopping amount to purchase items from site (yes, im still willing to be a good customer and provide support) 4. File a financial claim of some sort in small claims if other resolutions do not follow through.

Business Response: We will ship out the bags on Monday or Tuesday. And throw in a pack of bags for free please not charge the customer a shipping fee.

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. 

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: January 26, 2014 placed an order for a item. The item never arrived. I searched website for status of order and it had there was no Oder BUT I had received order confirmation. I left 2 messages on phone but no calls returned. I emailed them & received a response on February 26th that they had been out of inventory of item but would get in the first of the week and send to me. I still did not receive the item. However they billed my credit card in January for the item. I have left four phone messages and not received a response and sent another email last week requesting that the Oder be cancelled ASAP, that my card be credited ASAP, and that I be notified that this had been done. I have still not received a response from them.

Desired Settlement: Respond as promised on the website and phone answering service, credit refund ASAP and notify me this has been done. In my experience an item should not be billed until it is shipped

Business Response: The customer's order was canceled and she was never charged.

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,

3/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Item is on backorder and business does not return my telephone calls or emails. I want the order cancelled immediately and my funds returned

Desired Settlement: I want the order cancelled ASAP and my money refunded

Business Response: The order was already canceled and the customer was never charged. The order was only one business day old?

2/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On January 18, 2014 I purchased 5 items from TotalVac.com. I have checked on a daily basis the order status per the TotalVac.com website. As of January 29, 2014 there is no information. On January 27, 2014 I called, during business hours, the company, left my order number ******* and contact phone number with a request to be called back between 8 am & 9 pm. No call yet.

Desired Settlement: I have a broken vacuum, I need the part to be delivered.

Business Response: Two of the items are out of stock. I will ship the filters today. Thanks ****

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 request to cancel the entire order and have my credit card, credited.  The part that is out of stock is in urgent need and I can not wait any longer.

Business Response: The buyer was only charged $17.36 for two filters that shipped.

2/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: placed order for vacuum bags and drive belts on 12/9/13 via Totalvac website. called 1st week in Jan. 2014 was told to expect delivery 1/10/14. just received package today 1/15/14 and the belts are not included? No mention of back order, or what is going on. Called total vac got message machine. I have been over a month with out the use of this vacuum.

Desired Settlement: I can not use vacuum bags without a working vacuum. Vacuum needs drive belts to work, so delivery of just bags over a month after placing order is no help.

Business Response: We have credited the customer, but will still send the belts for free when they come in.
Thanks

Consumer Response:

 

 

 They  have credited the shipping only. Not the charge for the item, which I paid for via PayPal on 12/09/13. 

Business Response: The belts were shipped on 01/31/13. The tracking is 

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. 

2/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order back on Dec. 9th and I have emailed them about 6 times requesting items, only received a response ONCE and still have not received my items.

Desired Settlement: Please just refund my items - I no longer want to wait as stated in emails

Business Response: The customer was refunded in full.  Thanks  ****

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. 

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/4/2014 I ordered an on/off switch for my Kirby vacuum from TotalVac.com. When replacing the old to the new I realized that a small piece of the new was missing. I found it in the box. It had broken off. We attempted to fix it, but it could not be repaired. We requested replacement and were told that we can not get a replacement. There is supposed to be a warranty. We feel that this is extremely unethical. We are talking about a part that costs less than $30. Ridiculous that this is even an issue. So we have taken to you, social networking, and if they refuse to replace, then we will request a charge back from PayPal. Please help!

Desired Settlement: We would like a new ********** Kirby Vacuum Cleaner on/off switch.

Business Response: The customer's product was re-shipped. The USPS tracking is **********************.

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. 

11/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 29, 2013, I ordered (online) 20 vacuum bags and 2 HEPA filters from Totalvac.com. It is now November 4th (nearly 5 weeks later) and I have yet to received my shipment. My credit card was charged, but still no delivery of any of the items. I called the company six (6) times, and never once was able to talk to an actual human. Each time, I left a detailed voicemail message with my order number and a 24/7 cell number were I could be reached. I never once got a courtesy return phone call. In addition, I also replied back to the automated email that was sent with my order. Once again, I never got a reply. I am now in the process of disputing the charge on my credit card. Their lack of total customer service is a total sham. I will never do business with this company again. They should be ashamed of their lack of communication with customers!

Desired Settlement: Get my oder to me ASAP and apologize for never turning any of my calls or emails. Get training for their sales staff!

Business Response: The customer's order was re-shipped. The UPS tracking number is ******************
We are sorry you did not receive your original shipment.

11/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint: It appears TotalVac is using unauthorized/knockoff ***** parts and selling them as authentic ***** parts. TotalVac Product K-#******** pictured online ($49.95) shows a Generation 3 cloth vacuum bag which I ordered on or about September 9, 2013 (brand indicated on bag). The picture appeared to be designed like my original G3 cloth bag that came with my vacuum at time of purchase. The bag pictured and the original bag have a significantly different look and functionality than the one they sent,. The sent bag is a straight tube that does not allow sufficient space for the disposable bag to properly fill (16 1/2" circumference measured 3" above rubber cuff at base of bag). Also, it does not have the support bar inside the top rubber bracket that clips to vacuum. It has a woven nylon strap that feeds from the clip at the tope of the vacuum down into the bag about 12" connecting to the vacuum hose. The original ***** G3 bag has a separate sewn in section (seen in TotalVac pic on their web) that widens toward the bottom of the bag (20" circumference measured 3" above rubber cuff at base of bag) allowing room for the dirt to accumulate (inside a disposable vacuum bag, or course). The original bag has a metal support inside the top rubber part that supports the weight of the cloth bag and disposable bag. The exact bag they sent is pictured and can currently be purchased today as a buy it now on eBay through PRN products for $7.44. I am also wondering if the vacuum bags are also inferior and even they have print on them saying use only authentic Generation 3 parts to keep from impairing performance of the vacuum. The bags are not the traditional *****G3 yellow but a tan/peach color. I can provide specific pictures detailing the two specific issues (bag width and connecting mount to vacuum) if you like.

Desired Settlement: I had to install the cloth bag and disposable bag as I needed to keep vacuuming. I have lost trust in this company and I expect a credit for items purchased and they can send a pickup slip at their expense for the cloth bag, 2 belts and paper bags and I will send the used and unused pieces back.

Business Response: I don't believe we have a generic version of this bag. I will have someone contact the cutomer.

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. 

On November 1, I received an email from TotalVac with an authorization to make a return.  They did not send a label to return the items at their expense nor have I seen a credit to my account. I also originally stated I used some of the items and their email states used items may be refused, etc.  Their switch of the item pictured and the item shipped necessitates this entire problem. I've emailed them stating I still need my credit and a return label.

9/27/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a roller from this website on 8/30/2013, paid by paypal so they had their money the same moment I placed my order. I even paid extra for fedex shipping to get it here faster than normal USPS shipping. I emailed them on 9/7/2013 complaining that my order wasn't here and not even an email stating it had been shipped. I get a response on 9/9/2013 stating the order will be shipped that day or the day after. I called on 9/12/2013 and the woman claimed the order will be shipped out today. I explained how I was upset that I placed my order on 8/30/2013 and it should have been here a week ago with the extra in shipping and she said she was sorry but that it was shipped out today and that it would take 5 days to get here. This is totally unacceptable!!!!!

Desired Settlement: There should be some discount given since they couldn't even be nice enough to ship it out overnight. Waiting 3 weeks for an order with no discount or even them shipping it overnight since they messed up is unacceptable. Guess it will be the last time I do business with them.

Business Response: I tried refunding you the $7.99 in shipping, but was unable to since there is a PayPal dispute open.  Thanks  ****

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 company can easily fix the paypal dispute since the dispute is on them.

Business Response: We can't do a partial refund on teh dispute. If yo close it we can refund the shipping. Thanks ****

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.

And if I close the case in paypal I can't reopen it, so you could very well have me close the case and do nothing. After all it took you 2 weeks just to ship out the merchandise to begin with and I still haven't gotten it and have to wait another 4 days, at least, to see if it shows up. Sorry, but you lost my trust in this matter. I suggest you contact paypal yourself and see what they can do for you.

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jul 10/13, I ordered a Hoky wet/dry carpet sweeper from the above styled company (order# *******). Upon receipt of same, I attempted to test this item to see if it was suitable for my needs. It turned out that it was unsuitable & I have contacted the company re a return of same. I have been informed by the company that they will not do a return as the item is "used" (it was used about 5 min in an attempt to determine its useablity, period).

Desired Settlement: Acceptance of their merchandise & issuance of a refund.

5/17/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ordered a part and paid for it on the 8th, sent to see on the 10th if it's seen sent, they have been paid on the 8th. I also attempted to call no response just a voice mail. I just want my belts. Was told in the on line description product would be sent w/i 24hrs but nothing showing me on their site that this has been done instead shows a blank only "ordered". This is unexceptionable if you state your going to send the product w/i 24hrs then do so. I ordered 3 dyson belts hoping to get these asap. TotalVac Order Status Order date: 8-May-2013 Reference # ******* Web Order # ******* Shipping to: ***** ******** Billed To: ***** ******** SKU Item Name Ordered/In Stock Status DYR-**** Dyson **** Vacuum Cleaner Belt 3 Ordered, 3 In Stock Email TotalVac About this Order If your order has a "o" next to "In Stock" Please wait at least three business days before emailing us. It takes a few days for the inventory to update.

Desired Settlement: Would like my product sent to me as they stated it would be on their sale site. Need this product w/i the next few days hopefully Wednesday since this is Sat Thanks

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.

because I reported them they cancelled my order!! This business does not stand up to what they claim.. Horrible.    

Business Response: The customers order shipped. The DHL Global Mail / USPS tracking is **********************.  No where on our site does it say your order will ship in 24 hours.  Here is a link to the product http://www.totalvac.com/DYR-****-THREE.htmlThe customer ordered in the evening. We shipped the order in 2 1/2 business days.

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 wasn't able to add a response to why I am rejecting I called this company the business stated that it sent the package threw I gave the number to them and they stated they didn't know anything about it.  So that's why I rejected it. 

Business Response: I can cancel the order and refund you then

Business Response: The customer has been refunded in full

Consumer Response: I need to inform BBB that I was told they sent the belts via DHL gave me a bogus tracking number, When I called DHL they told me they have no idea about this tracking number that it is not in the system to either process or pick up. When I contacted TotalVac about what I was told, they all of a sudden emailed me stating that they canceled the order and returned my money, Which is yet to be seen. I used my atm card not paypal. I also feel that after reading several complaints via internet that this company is far from respectful and now I believe it after dealing with them, I will never ever use them again.

I feel that BBB needs to let other's know and remove the unearned A+ for it's really like a U.

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.

4/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/3/2013, I placed the order # ******* wih Totalvac.com. On 2/8/2013, I called the customer service and asked them about the status of my order. They told me that they were out ot stock for that item and they will ship it when they receive the merchancide. I waited and I called back them in 10 days. They gave me the same respond. When I asked them why they take orders while they can't supply them, the customer service lady disrespectfully pretend that she did not understand my question and after a while she hung up on me without answering my question. Since then I had one more phone conversation with the customer service. Meantime I sent them 6 emails asking them about my order. They response was the same as I copied and pasted from my email inbox: We are sorry to inform you that one or more of the items on your order number 5162131 is temporarily out of stock. We are working to ship your order at the earliest possible date. You may receive a partial order from us containing the in stock items.  Ordered: 15 Shipping: 0 ***** ******* ***** Lotion Cartridges  We will automatically ship your order when the merchandise arrives if we do not hear from you. You may choose to cancel part or all of your order. Please contact us if you wish to change your order: Toll free 866-535-9125 Thanks TotalVac.com The last time I emailed them was yesterday, 3/26/2013. I asked them why they delay the shipment after 51 days, and why they don't give me a definite date for the shipment. Also, I asked them why they take orders that they can't supply. Finally I asked them why they take orders for the same item everyday, while they are unable to ship the old orders. Regardless of my questions, they gave me the same standars answer as I mentioned above. To prove their dishonesty, today, 3/27/2013, I just placed an order for 20 of the same item on Totalvac.com website. Below, I copied and pasted my order: Part Product Quantity Price/Ea. Total ***** ******* ***** Lotion Cartridges 20 $7.95 $159.00 It appears that they have enough of that item in their stocks because they take orders for any nubbers every day. I would like Totalvac.com explains me the delay in shipment while they are taking new orders.

Regards,
***** *********

Desired Settlement: I would like to receive my order asap. Also, I need an explanation on why they take and ship new orders for the same item while they are unable to ship my old order. I want to know about their shipping policy and how long in average it will take them to ship an order. Also I need to know their policy regarding out of stock items: Do they inform the customer if those items are out of stock when they take the order?, For how long they take orders for out of stock items while they can't supply them?

Business Response: This order did not ship originally becuase the credit card was declined. The customer was also emailed several times that this product was on back order. He was also told that they are on back order over the phone. We canceld the order and emailed him. He called and wanted the order open again. I have canceld the order. The customer was never charged.

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 never cancelled the order.  Totalvac cancelled it without my authorization.  Then they apologized and re-instated my order on 2/25/2013.  They charged the same credit card that originally they did which did not have enough funds by time of charging (Wells Fargo Bank).  I gave them a new credit card (US Bank) on the phone.  They accepted and re-instated my order by charging a different card.  I copied and pasted the emails were exchanded between us:Dear Customer, I have re-opened the order but the card will not re authorize. I will try for the authorization again. I have checked with the supplier. He does not have a date listed for shipping the item at this time. He does expect it in to ship to us. Thank you,*****Reference number *******TotalVac.com You can check your order status at: http://www.totalvac.com/order-status.htm Free shipping on orders over $65. Tell a friend! 2/25/13 ShowReply ?ReplyReply allForwardDeleteMark as unreadMark as readDelete all from senderPrint messageView message sourceShow message historyHide message historyShow detailsHide details ***** *OK. Please re-instate my order. I need the shaving lotions. I have only one box of 5 left from my previous purchase. How long will it take to ship my order? 1 week? 1 month? 1 year? Give me an estimatTo *****@totalvac.comFrom:***** * (acct_****@hotmail.com)Sent:Mon 2/25/13 11:48 AMTo: *****@totalvac.comOK.

Please re-instate my order. I need the shaving lotions. I have only one box of 5 left from my previous purchase. How long will it take to ship my order? 1 week? 1 month? 1 year?Give me an estimate. Always be honest with your customers. You should have informed the customrs about the backorder when they place the order or in your confirmation email. ***** *rakelian 2/25/13 ShowReply ?ReplyReply allForwardDeleteJunkMark as unreadMark as readDelete all from senderPrint messageView message sourceShow message historyHide message historyShow detailsHide details Customer Service Add to contactsHello, I can re-instate the order but the item is not expected in by Wednesday for shipping. I apologize if I misunderstood but I thought you wanted to cancel if it could not ship by then. Thank you, To '***** *'From:Customer Service (*****@totalvac.com)Sent:Mon 2/25/13 11:28 AMTo: '***** *' (acct_****@hotmail.com)Hello, I can re-instate the order but the item is not expected in by Wednesday for shipping.I apologize if I misunderstood but I thought you wanted to cancel if it could not ship by then. Thank you,*****Reference numberTotalVac.com

You can check your order status at: http://www.totalvac.com/order-status.htm Free shipping on orders over $65. Tell a friend! 2/25/13 ShowReply ?ReplyReply allForwardDeleteMark as unreadMark as readDelete all from senderPrint messageView message sourceShow message historyHide message historyShow detailsHide details ***** *I did not ask for cancellation. I asked you to deliver your order as you promised. You breached your contract by charging my credit card and not shilpping the merchendise. Remember that you are still To *****@totalvac.comFrom:***** * (acct_****@hotmail.com)Sent:Mon 2/25/13 8:51 AMTo: *****@totalvac.comI did not ask for cancellation. I asked you to deliver your order as you promised. You breached your contract by charging my credit card and not shilpping the merchendise.Remember that you are still taking new orders for that product at higher prices. You should honor your contract even the price has increased in the market.

I will reject your cancellation and I will take any legal actions if you don't ship me my order shortly. ***** *rakelian 2/25/13 ShowReply ?ReplyReply allForwardDeleteJunkMark as unreadMark as readDelete all from senderPrint messageView message sourceShow message historyHide message historyShow detailsHide details Customer Service Add to contactsDear Customer, We are still waiting for our supplier to ship this product to us. Since we cannot guarantee delivery by 2/27, the order has been canceled and a confirmation email has been sent. The autTo acct_****@hotmail.comFrom:Customer Service (*****@totalvac.com)Sent:Mon 2/25/13 5:30 AMTo: acct_****@hotmail.com

Business Response: I am not sure what to do. We have canceled the order for a second time. The customer was never charged. We do not have the product to ship to him.

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 have a contract with Totalvac, the order number *******. I never cancelled the contract. 

The price of the ***** shaving cartridges has substantially gone up since I placed my order on 2/3/2013.   That is, I will be due damages if they cancel the order. I paid for my order on 2/26/2013 when they re-instated it after cancelling without my permission.  The order was not canceled until yesterday, 2/27/2013.  I copied the response I received from Totalvac regarding my inquiry for the status of my order. I am pasting it below: We are sorry to inform you that one or more of the items on your order number ******* is temporarily out of stock. We are working to ship your order at the earliest possible date.  You may receive a partial order from us containing the in stock items. Ordered: 15   Shipping: 0   ***** ******* ***** Lotion CartridgesWe will automatically ship your order when the merchandise arrives if we do not hear from you.  You may choose to cancel part or all of your order.  Please contact us if you wish to change your order: Toll free 866-535-9125 ThanksTotalVac.com 

3/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: RE: Order # ******* RMA # *************
Since February 19, 2013, I have communicated six times with this company (via their "customer service" and "returns" e-mail addresses) regarding a vacuum attachment dust brush that was sent as part of the referenced order. I am already an established customer with this company, having ordered from them previously, and the ONE time I had an issue with only ONE of the products they sold, there has been no satisfactory response to resolve the problem. My last FOUR (4) messages to TotalVac, regarding my recent order, have remained unanswered by the company. I have copies of all referenced communications. To summarize: Part No. *********** (a dust brush attachment) was purchased from this company as a part of my order # ******* on February 3, 2013. I have a copy of how the advertising for this item appeared on the company's website as of the time I placed the order. It was shown as the ninth (9th) item on the advertised list for “******** Vacuum Cleaner Attachments.” A copy of that documentation may be furnished upon request. Upon receipt of the order, it was found that Part No. *********** does not fit my ******** vacuum cleaner hose. When I brought this matter to the attention of the company’s "Return" department, I received a response from “***” stating that the information posted on their website was only a "GUIDE," and that “everyone does have to know the diameter of the attachments they need.” I was put off by this response because of the company’s refusal to acknowledge that it was inappropriate to advertise a product in the “******** Attachments” section that did not fit a standard ******** vacuum cleaner hose. And how can it be considered a GUIDE when the advertising is inaccurate. Although an RMA was issued, there was no apology for the time, trouble, and bother this caused, or offer to cover the return shipping costs. Later I actually measured my ******** vacuum cleaner hose, and found that although the hose itself measures 1 ¼ inches in diameter, the brush attachment sold by the company, which is also 1 ¼ inches in diameter, does NOT fit the 1 ¼-inch ******** hose. The company’s advertising states that this part item “fits all 1 ¼” vacuum cleaner wands and hoses.” That claim is not correct. When I measured the old brush (that I was trying to replace), it measured 1 3/8” in diameter. Therefore, it is obvious that the attachment must be slightly larger in diameter in order to fit onto a 1 ¼” hose. This was called to the attention of TotalVac's "Returns" department in my message dated February 22, 2013, and the company never responded. It is my position that this problem occurred due to inaccurate advertising information that was (is) posted on the company's website. It is understood that company policy is to “refund the return shipping costs if the return is a result of their error.” I have been requesting a pre-paid shipping label to return this item, and my requests have been summarily ignored by the company's personnel. If they will accept responsibility for the misleading advertising that caused this problem in the first place and can assure me that they will refund the full shipping price of my return, I am willing to pay the return shipping costs up front for reimbursement later. However, the courtesy of a response to this inquiry is still necessary. It is ridiculous that I have had to go to this length of trouble to receive rectification for a $2.95 item (now advertised on their website with a slightly revised part number costing $3.95). Apparently, it does not matter that I have been a good customer over the past many months, who has purchased other products from this company with no issues. The lack of professionalism demonstrated by this company's staff the ONE time that I have a problem with an order is troubling. In my February 27, 2013 e-mail message to the company, I informed them that if I had not heard from them by end of yesterday, with offer of satisfactory service, I would be contacting the BBB to report how this company is treating their customers. True to form -- there was NO response. I have to wonder why, if they have any regard for their customers, it should even be necessary for this step to be taken. I have retained copies of everything substantiating this problem.

Desired Settlement: Receipt of a replacement brush attachment that will FIT my ******** hose, OR conveyance that the full purchase price AND my return shipping costs will be reimbursed upon receipt of the return, OR credit for the full purchase price of the item without returning it IF the company does not CHOOSE to cover return shipping cost, OR otherwise demonstration of some degree of business integrity in making this problem right. An apology for ignoring my concerns would have been nice, but given the level of service received thus far from the company, I am not expecting that to happen.

Business Response: The customer was refunded

Consumer Response: The business continued to try to blame the customer for not properly reading what was advertised on the company's web site -- when in fact it was the COMPANY that was not READING the content of the customer's complaint which was based on the fact that the company's advertising was not accurate.  It is a real shame that the customer had to take this much time and trouble to recoup a $2.95 credit that was rightfully due from this company.  That credit was finally posted to my credit card today.  I will consider complaint CLOSED.

1/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back on Dec 4th I ordered one product, a Style 9 filter kit (for a *******). My credit card was charged immediately however the product wasn't sent out until the following Tuesday (Dec 11) and that was after emailing and calling the business on Dec 10th. I ordered the same product from ****** on that Tuesday (Dec 11) and I received it on that Thursday (Dec 13) MUCH FASTER than TotalVac. The turnaround time from TotalVac is unacceptable. Quick to get my money but very slow on the turn around of shipping the product. I should have read the reviews before placing my order.

Desired Settlement: It would be very helpful if on their shipping policy page they state how long after you place an order it takes for them to process it. (I had ONE small item.) The current policy states how long it will take when it leaves the warehouse; but unless you know how long it's going to take to process, that section is useless. They need to review policy and update. Also, they should not process the charge until they actually ship the product out. This would be in line with other retailers and wouldn't look so suspicious -- a week goes by with no communication and it is up to the consumer to call and find out the status of their order. Overall -- unacceptable

Business Response: We were vey busy during the month of December, which is great for us. We hired three more employees mid-December to help with the Christmas rush. Sorry your order was shipped later than you expected.

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 response received is not acceptable.  The business made no reference to reviewing their policy which is where the issue stems from.  Them hiring new employees should have no bearing on how long an order takes to ship out especially since my order was placed the BEGINNING on December.  Unacceptable.

Business Response: Not sure what to do about this 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*.

Unacceptable, you all should hire someone to review your policies...  Refund me the shipping for my order and I will close this complaint.

1/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially ordered a ***** lighted switch for Total Vac order# *******. The switch that was shipped was not the correct switch. Customer service was contacted and told of this problem and Customer service said they would ship out the correct switch. The second switch came and was the same as the first. My wife then called Customer Service and was told to send the incorrect switches both back to Total Vac with a Return Authorization Label. I also sent a picture of the switch from our vacuum cleaner with the switches to show Total Vac what I needed. Our checking account was reimbursed but no further communication from Total Vac was given. I then ordered the same part # from a competitor and had the correct part in two days.

Desired Settlement: Improved Customer Service by Toatal Vac.

Business Response: We had sent the customer a replacement switch and the customer was refund in full.

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 never received the correct switch

Business Response: The customer said he received the wrong part so we re-shipped a replacement. The customer said the replacement was not correct, so we refunded him.

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.

12/21/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I order online a $155 fully electric vacuum hose with controls in the handle, part ********, This is the ***** ****** Deluxe Hose, on 30 Oct 2012. My order number was ******* and the reference number was *******. What I got was a non electric hose that was part number ******* which lists for only $64 and is not compatible with my vacuum. Total Vac returns department sent me a UPS shipping label and I sent it back. Today I received from Total Vac the corrected order and I got the same incorrect non electric hose part ******* which lists for $64. However they put the label for a ***** *** *** Deluxe Hose over the incorrect part number of *******. I think this is a scam as this looks deliberate and should be reported.

Desired Settlement: Refund my charges in full. Actions taken thus far by Total Vac indicate an insincere effort to provide a product as advertise at their website or severe ineptitude. I can send photos.

Business Response: The customer was refunded in full

11/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recieved parts for my steam cleaner on 06/27/12. The parts did not fit. I told totalvac I wanted to return them as they advertise a "60 day no hasssle returns" policy. On 06/29/12, I received a email reply from ******* at totalvac, said they would send me a RMA with instructions to return my purchase. They never did. I sent several more emails over the last few months, to send me the RMA, none were answered. I sent an email 11/05/12 with a delivery/read receipt. They received my email and deleted it.

Desired Settlement: I would like a refund for my purchase. I also want totalvac to pay for the return shipping.

Business Response: This order is five months old. It is too old to credit the credit card. We will send a check to the customer for $7.03.  A return email was sent to the customer, but she must have not received it.

Thanks
****

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.

11/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company shipped the wrong product - one that was not ordered.

Desired Settlement: Refund the shipping cost of $10.73

Business Response: The customer was refunded in full already. The customer ordered the wrong part, returned it and she was refunded. I am not sure what else to do.

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 did not order the incorrect part however was shipped the wrong part. I should not need to pay the shipping expense to return the part to the business as this was their mistake, not mine.

Business Response:

We did not ship the wrong part. You wrote in your email to us:  "What is needed to return the product received (SKU KN256WW) and get one that will fit my mixer?"

You ordered KN256WW and were shipped the KN256WW. You are changing your story. Please be honest and ethical as you would like us to be.

Thanks
****
TotalVac

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 ordered the correct product based on the information listed on the company's website. In my email communication I stated the part that was received. I suggest that Total Vac be totally honest. 

10/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the blender blades for an Oster Blender. They sent the ice crusher blades instead. The cost of the blades was $6.95, cost of shipping was $3.99. I returned the blades, explaining they were the wrong ones and sent a photo of the correct blades at a cost of $4.58. They promptly credited my credit card for $6.95, the cost of the blades. I emailed the company that that since it was their error in sending the wrong blades I should have been refunded both shipping charges. They have failed to respond. Their website makes it impossible to contact them directly about any complaint. I had to notify them using the order confirmation I received by email.

Desired Settlement: Simply refund the both shipping charges

Business Response: I refunded you in full for the shipping. We are not able to refute you for more than what you are charged it is not possible on a credit card. I would send you a new OC blade, but I am afraid you would not be happy. The OC blade is a generic blade and it sounds like you received thw more expensive better quality genuine blade, which you were not happy with. If we send the cheaper generic blade that ordered I don't see you being happy with a lesser quality version than what you received.

10/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vacuum cleaner brush for 2.95 . the shipping was 3.99. when i received the item it did not work on my vacuum so i contacted them for an RMA for return, in their policy it states nowhere that they do not refund original shipping cose. I dont know why they wouldnt any way . I paid it. I paid the return shipping without hesitation as this piece didnt fit my vacuum. When I got my email confirmation of my refund it was only in the amount of 2.95 and not the initial shipping which I paid. I went back and re-read the policy and cannot find where they do not refund original shipping. I feel this is theft..

Desired Settlement: I want my initial/original shipping charges refunded. This is in the amount of 3.99

Business Response: On the return request form / consent form http://www.totalvac.com/returnauthorization.htm it states "Unless the return is due to shipping damage or the error of TotalVac.com. I will be responsible for all shipping charges."  We do this because the post office does not refund the shipping charge. I will refund you on this to make you happy.

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.

Thank you for your refund "to make me happy" however i really dont understand your response that **** does not refund shipping charges... You know what?? I paid those shipping charges--- you did not. I totally understand my responsibility in return shipping charges -- which I paid..So for you to get refunded charges would be ludicrous- and that is what you would have been getting if you had not refunded it.. Why should you get paid for shipping charges that I paid?? So, you would not only get your part back but in addition my shipping charges as well?? Like getting your cake and eating it too if you aske me.. You get the part which you can totally resell plus the 3.99 I paid in shipping and what do i get?? ummm,, 2.95 back for the part and I lose the 3.99 plus the return shipping of 2 bucks.. So I lose over 6 bucks on the deal and you think that is fair?? I think not.. And if I were to continue on solely on the fact that your response was to "make me happy" which i find quite rude.. Your instructions to not mark on the return box and if you do you may not get  your refund?? What if I had tossed the box and sent it back in my own packaging?? This is ridiculous and again why I say I will NEVER purchase again from you.. I see how your business is run.. Thank you for the refund for that is the only right thing to do..


 

Business Response: I am not sure what else to do? We followed our return policy and then when the customer was unhappy we refunded her shipping plus a refund on the product.

Consumer Response: I am not asking for anything further. I was just stating fact. Perhaps you should be more explicit in your refund policy in the future. Also,, there is NO justifiable reason for you to keep someone's shipping charges. That is outright theft as far as I am concerned.. Thank you

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.

8/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a replecement hose for my electrolux vacuum cleaner. The hose arrive in 4 days but did not fit the attachment of my vacuum cleaner. The problem is the return process. They don't provide any contact information in their website. You have to fill out an online form then wait for them to contact you. I filled out the form and almost inmediately I received an email response that said they have received my request and someone will be contacting me shortly. As of today nobody has contact me in any way, by email or phone call. And totalvac.com does not provide any customer service number.

Desired Settlement: I paid $88.95 plus $7.99 for shipping a total of $99.61 for a hose that I can not use. I need to return the hose and get a refund for what I paid. At least the cost of the hose.

Business Response: The customer used an email address that was different than the one she used when she place her order. We cold not find her order because the information on the return request was different. i will isue a return authorization. She can return the hose for a full refund.

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 #*******.

Regards,

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

7/29/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I placed an order with TotalVac on June 10, 2012 for 4 products. To date, the Laundry detergent has not been shipped and instead on or about June 22, 2012 we received 2 bottles of a fabric softner. On June 23, 2012 I contacted the company via the customer service email account and included a description of the incorrect merchandise and a photograph of the products and shipping material. The company contacted me on June 27, 2012 and told me I had to use UPS to return the incorrect merchandise and once the incorrect merchandise was received they would then ship the correct product. Unfortunately, neither my husband or I were able to get to a UPS store during business hours before we had to leave on assignment. Upon my return to our home, I will need to return the items via USPS, not UPS. No where on Total Vac's website do I see the requirement that I use UPS to facilitate a return and this burden of a return is by no fault of my own. Furthermore, I am unable to return the items via USPS or any mail carrier for at least another 10 days as we are on temporary duty and not at home at the moment. In addition, my credit card has been charged for the items I have yet to receive going on 4 weeks now. $40 may not seem like a lot of money, but to have been charged for merchandise I haven't received and to be told I have to figure out how to return the items before the correct items can be sent to me is nefarious. At this point I am almost willing to pay for the incorrect merchandise, so that the merchandise i actually ordered is no longer being held "captive." Yet, I really have no use for the random fabric softner they sent me... ******** ***** Laundry Washing Machine Cleaner & Descaler 2 $20.49 $40.98 ********************* ********* Sensitive Laundry Detergent 2 $19.99 $39.98 Shipping: - Standard: $0.00 Sales Tax: $0.00 --- Total: $80.96

Desired Settlement: I would like the correct merchandise to shipped to me in accordance with the order I placed on June 10, 2012. I would like a USPS return slip to be issued to me for the improper products--which I will be unable to return until later this month. At this point I am almost willing to pay for the incorrect merchandise, so that the merchandise i actually ordered is no longer being held "captive." Yet, I really have no use for the random fabric softner they sent me...

Business Response: The missing product was shipped on July 3rd. FedEx tracking **********************

6/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Prior to June 4, 2012, I ordered some ****** ******** ****** ***** from Total.Vac, ie., lid seal, pressure gauge and canner rack. The total charges including shipping was $30.11. When I received the shipment from Total.Vac and opened the box, I noticed one edge of the canner rack was bent upwards, almost if it was bent upwards to facilitate them inserting it into the box for shipment. My friend ** ***** can attest to the fact that it was bent from the factory. I also noticed that the rack was too small. I also noticed that the lid seal gasket they sent was too small. I subsequently boxed the parts up and shipped them back to Total.Vac. When they got the box, they emailed me initially stated they would reimburse me $22.43. They then sent a subsequent email advising they would not reimburse me on the rack, since it wasn't damaged when it left their facility. They advised they would reimburse me $15.48, although I had nothing to do with damaging the rack. In the interim, they have billed my bank account a duplicate charge of $6.95 on the rack, effective as of this morning. Additionally there has been no money credited back to my account from Total.Vac. With the duplicate $6.95 charge, I am now out a total of $37.06. The duplicate $6.95 was an unauthorized charge from my bank by Total.Vac.

Desired Settlement: Full reimbursement of the initial $30.11 charge from Total.Vac billed me on June 4, 2012, plus reimbursement of the unauthorized charge of $6.95 billed to my bank account this date (June 21, 2012). ($37.06)

Business Response: Customer has been refunded in full. There was a refund of $22.43 on 6/20, a refund of $6.95 on 6/21 and a refund of $0.73 on 6/26, which totals $30.11

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 # *******.

To-date, my online bank still reflects a $22.95 Credit on June 22, 2012, and a $6.95 Debit also on June 22, 2012 (cost of the damaged lid that I didn't damage).  I have responded to TotalVac last email and enclosed an attachment of my bank records reflecting the above transactions.  With the $6.95 debit from my account, TotalVac has only reimbursed me $15.48!  I just checked my bank account this date (6/26/2012) at 5:PM and there has been no change.  Total Vac is incorrect on what they have reimbursed me.  Regards, ** ** ******


 

 

Business Response: Customer had sent our company an email stating that everything was okay this morning.

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 #*******.

Regards,

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

5/26/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/23/12 I placed an order for ********** Type U vacuum bags filters (order# *******). The order was for 20 ********** Type U filters (***) and 12 ********** Type U filters (generic). Received the order, but the 20 ********** filters that were sent were Type R. I have tried multiple times to contact TotalVac.com by phone and email trying to get order corrected, but have yet to hear anything from the company. I do have the online
receipt & the receipt enclosed with shipping that shows that all filters should have been type U.

Desired Settlement: I want the correct filters sent to me (20 ********** Type U) along with a prepaid shipping label to return the items they incorrectly shipped!

Business Response: We were out of stock of the 20 loose type U bags, so we are substituting a genuine 24 pack of style U bags. The order will ship today.

2/29/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a vacuum hose 11 days ago and paid immediately with paypal. Nothing has happened. Part is still on company website available for purchase and repeated calls during office hours are sent to voice mail because they are"assisting another customer". This is a awful experience.

Desired Settlement: I want to buy the part locally and get reimbursed by TotalVac.

Business Response: The customer has been refunded in full.

1/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wrong part received, an e-mail was sent to them asking for help was never replied to. Called them numerous times at different times of the day, their phone was never answered. Left a message as their answering machine requested, never got a call back. Very unhappy

Desired Settlement: Like to get proper parts or a full refind... I will be contacting my bank today to reverse charges if I do not hear from them!

Business Response: Your order was already re-shipped and delivered? USPS.com tracking is **********************.
****
TotalVac

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 #*******.

Regards,

***** ******

1/25/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i ordered a replacement part for my ***** *** ****** blender and they sent me a part for a ***** blender ..i contacted total vac by email they apologized and sent me a return label and i returned the braun parts on 12/29/11 and they have not sent me the correct parts yet...my order started on 12/6/11. I it is now 1/24/12 and i still have not heard from total vac about my correct parts...if they don't have the parts they should refund my $16.81...

Desired Settlement: totalvac has lost a customer because they have no regards for others feelings and needs...had i not been disabled i could have went to the store and bought a new blender this has taken away my faith in doing online business...totalvac has the responsibility to finish and make sure the order is correct before leaving the building..***** *** ****** does not look like *****...if they didn't have the parts they should have said that before they stole my money....

Business Response: No one is stealing your money or disregarding you. We never received back your return. I have refunded you regardless.
Thanks
****

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 #*******.

Regards,

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

1/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ordered the product on1/1/12...on 1/5/12 no product arrived...called the company and only got messages...sent e-mails with no response

Desired Settlement: i would please like to get a credit on my credit card and that would be the end of it...regards *****

Business Response: *****'s order was canceled as requested and he has been 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 #********

Regards,

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