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BBB Accreditation

A BBB Accredited Business since

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

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

Reason for Rating

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

Factors that lowered the rating for Fumfie LLC include:

  • 90 complaint(s) filed against business

Factors that raised the rating for Fumfie LLC include:

  • Length of time business has been operating
  • Response to 90 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

90 complaints closed with BBB in last 3 years | 62 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 21
Billing/Collection Issues 10
Delivery Issues 28
Guarantee/Warranty Issues 4
Problems with Product/Service 27
Total Closed Complaints 90

Customer Reviews Summary Read customer reviews

1 Customer Review on Fumfie LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

top
BBB file opened: March 20, 2009 Business started: 04/01/2008 in NY Business incorporated: 01/01/2008 in NY
Type of Entity

Corporation

Business Management
Mr. Henry Frankel, Manager
Contact Information
Principal: Mr. Henry Frankel, Manager
Business Category

PHOTOGRAPHIC EQUIPMENT & SUPPLIES-RETAIL INTERNET SHOPPING SERVICES


Additional Locations

  • 226 Beach 101st St

    Rockaway Park, NY 11694

  • 3522 Flatlands Ave

    Brooklyn, NY 11234 (866) 666-9198

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  • Guarantee or Warranty

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Complaint Detail(s)

1/17/2015 Delivery Issues
1/13/2015 Problems with Product/Service
12/30/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a wine chiller on 10/**/14 and they charged my card immediately. The ******** told me it would ship within 2-3 weeks. I called after 2-3 weeks and the same ******** told me it would ship in another couple days and I would get it by the end of the week. I then called on that next ****** (after not receiving the item) and was hung up on and after calling back again was told that the item was discontinued. Not happy, I of course asked when I would get my $954 credit and was told that it would take a week and a half! After a week and a half I called and was told that they could not issue a credit to my card because their system was down and sent a check instead and told me I should receive it within a week. I called back after a week and was then told they would expedite another check that would take 2-3 days. It has now been another week and I have not received that check either. I called back and the ***** *** told me he would look into it and call me back. I still have not heard from him. I have never experienced a company that has had such poor customer service and follow through. I am VERY disappointed and in this company and the way they do business and I am still trying to get my money back!

Desired Settlement: I would like my $954 refunded, as the company has lied to me and not been able to follow through on getting me the product that I ordered!

Business Response: Hello,

A representative did contact *** ***** back on December *** to confirm that we are investigating this matter. Our records indicate that a check was sent last week. We are doing our best to get to the bottom of this so we can make *** ***** a satisfied customer. If need be, we have no problem voiding the check that was sent and issuing a new check. We are here to help and will not stop until *** ***** receives his funds. Our goal is to make sure our customers are completely satisified. 

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Fumfie has not contacted me once regarding this matter.  I have had to continually contact them and I keep hearing excuses and delays.  Today's excuse/delay was telling me that the SECOND check that was issued to me (that I have not received after a week and a half) cannot be cancelled until the end of next week and at that point they can issue me a THIRD check with a tracking number.  So, now I have to call the customer service rep yet again next ****** so that this will happen, as I am certain by now that I will not receive the second check they supposedly sent me.  I have confirmed with them the address, to which they are sending the checks, and there is no reason that they should not be delivered to me if they were indeed sent. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *****




 

Business Response: Hello,

We do apologize for any inconvenience that was caused. When we planned to send a check out with a tracking number to make sure ******** as well as ourselves can track the exact location of the check, we recieved a notification that a chargeback was put in by ********. Once a chargeback is left, the funds are already removed from our account. Since he Chargeback has been put through, we now consider this matter closed.

Best Regards,

Fumfie Home Appliances

12/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a warranty for an audio device I purchased through them (by a pushy salesman....I know I know). When I did, he insisted that the device will be replaced with a new one if it broke. Now it has broken and they will not honor the warranty (still 6 mos left in it).

Desired Settlement: I want them to send a brand new replacement and I will return the broken one in the same box.

Business Response: This customer when on the phone with us stated that their product is defective and they do not want to return the claimed "defective unit". The customer only wants us to ship a new product to him. This product was ordered from us 2 years ago, the customer also placed an order for an ***** TX-NR616 A/V Home Theater Receiver and an extended warranty. This warranty claim needs to submitted directly with the warranty company, not to fumfie.com.We would be able to take the product back, inspect it for defect and get the product repaired or replaced under the manufacturers warranty terms, however the product would need to first be returned to us. Either way, no matter the customer go through fumfie.com or ***********************, as stated above, the customer is unwilling to return anything for inspection and repair/replacement. Please return the product first and we can proceed with the warranty repair.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Fumfie is obfuscating and disingenuous with their response.  There are a few CRITICAL items that they have not mentioned:

1. Fumfie has declined to send me a box for me to ship the item back ...HOWEVER-- 
2. The receiver is still under ***** Warranty. ***** has indicated they will ship me a box to return the item to them for repair.  Everything for free. So why bwould I ship this at my own expense to Fumfie where they will ship it to *****?  Why did I pay for a Warranty?
3.  I was sold a FUMFIE warranty (under pressure by a Fumfie salesman) who indicated that the receiver will be replaced with a NEW one if anything goes wrong with it. BUT--
4.  NOW, Fumfie wants me to find a box, pay postage, and send the receiver to them so *THEY* will send to ***** for repairs.  This makes absoluteley no sense.  Why have I paid the Warranty from Fumfie for when I can do the same thing directly with ***** for free?  Again, I can do the same thing with ***** and FREE. Fumfie is clearly unethical by charging me for a Warranty that is no different than an existing ***** Warranty.

I will not accept anything less than a BRAND NEW replacement of my receiver (I will pay for an upgraded device BTW) by Fumfie. Once the I have the receiver I will send the broken one back and they can do whatever they like with it.

NOTE:  This is not an isolated issue with Fumfie, a cursory search will reveal they have a very poor record and repeated unethical behavior.

 



 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

** *******




 

Business Response: $399.95 was paid for the ***** TX-NR616 A/V Home Theater Receiver which the customer has owned and used this product for the past 2 and a half years.
If the customer wants to submit his ***** TX-NR616 in and claim warranty coverage then he can do so, but he will need to return the claimed defective unit back to us for inspection. If the product can not be repaired then it would be replaced, by the warranty company with a factory refurbished unit. We will not send this customer a box or pay for return shipping of the claimed defective receiver. We will not replace the claimed defective receiver with a new one.

Now, 2 and a half years after the original purpose, the customer is asking about buying a new receiver. The customer can purchase the ***** v577 for $400, the v677 for $500 or the v777 for $620. ?We will not sell the customer a new receiver for the price difference between a new receiver and the original price he paid for a now, 2 and a half years old receiver. We will only accept a wire transfer or a certified/bank check for a new receiver if he wants to pay for one.

This is all that can be done. There are no other options. The customer is requesting too much and their requests can not be met. If these options are not acceptable than we are sorry.
Please consider this case closed.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Again, Fumfie must answer why I have paid for a warranty that is less than *****'s free warranty? I have asked this multiple times and they have skirted the answer.  They are clearly unethical.

Again, to summarize:


The unit sold was defective from the beginning which is why ***** has extended the warranty until Dec ****, 2015 AND has arranged shipping for repairs all at their own cost.

Again, why have I paid $75 for warranty to Fumfie when they will be doing the same thing (sending my package to ***** after I send it to them at my own cost and packaging)?

They are clearly not honoring their warranty and is an unethical business.

I have proposed several amenable solutions:

1. Send me a brand new unit and I will return the broken one in the same box with prepaid shipping on it.
2. I will consider buying an upgraded unti at the price difference.  Send me the unit and I will return the old one with prepaid shipping on the box
3. Refund my $75 warranty.

Thanks!









 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

** *******




 

12/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been the victim of non-delivery of a product, and then refusal to refund my purchase price . This is on top of false advertising for said product, which they never even had. I purchased a refrigerator from them with my **** debit card on July **, 2014 and paid for expedited 7-10 day shipping. I found out after that the refrigerator was never in stock, yet they told me it was on national backorder. Each week they told me it "would be coming in the next week." It never did. I started trying to cancel my order on Oct *, and was told of new dates for the national backorder to arrive. I attempted to cancel my order multiple times: 10/*, 10/**, 10/**, 10/** and 11/**. Each time I was told it would be there the following week and was offered extended warranties to not cancel my order. In fact, one of the times I tried canceling was 10/** and the "warehouse *******" ***** told me that a refrigerator mysteriously showed up and was being sent out to me. 12 days later, nothing. I made my final cancellation request on 11/** when ***** admitted that the refrigerator was not coming in and I would be getting a refund along with another extended warranty. When I didn't receive my refund by Dec *, I contacted them again and was told that "they were having a problem with their credit cards" and that they would be mailing me a check sometime in mid December. ***** told me they have to go through a system of checks and balances, investigations and a lot of other nonsense. I threatened to contact the BBB and he finally called me back and said the check will be in my hands by Dec *. Well, it is now Dec * and no check. I called again and spoke with *****. He told me the same garbage again, that the accounting department needs to go through checks and balances and won't send me my refund until they are done. Always one absurd excuse after another. I repeatedly asked to speak to the accounting department and was always told that "they don't speak to people" Bottom line, I have been strung along for 4 months. They've refused to cancel my order. They refuse to issue me a refund. The lie about product availability. They lie about sending out refunds. I am now out $2595. (I originally paid $2735, but they refunded me $140 for a price match) I want my money refunded immediately.

Desired Settlement: I want the purchase price of $2595 refunded back to me immediately, either directly back to my **** card or via check. It has been 4 months now that they have lied to me and refused to issue my refund. They on two previous occasions issued refunds to my **** card, yet now they tell me they can't refund the purchase price of the non-existent refrigerator to my card, but have to complete "checks and balances" and issue me a check. They've already promised me a check by Dec *, and I still don't have it. It is just one empty promise after another . I have called or emailed them multiple times each month and have made at least 5 attempts to cancel my order. I've been trying to get my refund issued now since November. This is very shady.

Business Response: Hello,

We have informed the customer that this matter will be resolved no later than 12/**/14. We apologize for the delay and will do everything in our power to make our customers happy. Certain situations do need to be investigated prior to a decision to ensure everything is running correctly. We appreciate **** ******** patience and have also offered to compensate **** ******** for the delay. 

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Their disingenuous rhetoric as a reply is another lie and I can prove it with the .pdf attachement I've included with my response.  The last time I spoke with ***** at Fumfie was on 12/*/14 and he told me I would have the refund in my hands no later than 12/*/14.  I never received it.   Contrary to *****'s response to you, they have never told me it would be resolved by 12/**/14.  Even so, that is today and still no refund.  I am done being patient.  4 months is too long to wait for my refund. 

Fact:  They never had the refrigerator in stock
Fact:  They took my money for a non-existent product and have had it for 4 months.  That is more than enough time to do an "investigation"
Fact:  They never shipped my the refrigerator and I have already purchased it elsewhere.
Fact:  They to date have not refunded my $2595.
Fact:  There is nothing to "investigate" and make sure things are running smoothly.  That's just ridiculous.  They can easily see I have not been sent a product since it never existed.   They are merely wasting time.  
Fact:  They never informed me this would be resolved by 12/**/14, I have attached proof that the most recent promise was a refund by 12/*/14.  They gave me the excuse they had issues with their credit cards and needed to mail a check.
Fact:  I have saved all emails and phone conversations documenting this horrible transaction and can prove what they are saying is false.  

Regarding the compensation for delays they've  promised in the BBB reply, Fumfie how  can you compensate me for delays on the  product that I have 1) already cancelled with you and 2) have since purchased elsewhere?  If you want to compensate me, then pay me for the interest you've made by keeping my $2595 for 4 months.  At the average interest rate of 15% charged by most credit card companies, I calculate that to be $389.  So add that to what you already owe me.

Just refund my money.  You've now said in your BBB reply it will be done today.  Still waiting. ]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Hello,

**** ******** was sent the tracking number details for her check via email and we now consider this matter resolved. We will also be reaching out to **** ******** to offer compensation. We always make it our business to compensate a customer if they were not completely satisfied. 

Best Regards,

Fumfie Home Appliances

12/17/2014 Problems with Product/Service
12/16/2014 Problems with Product/Service
12/11/2014 Delivery Issues
12/9/2014 Delivery Issues
12/3/2014 Delivery Issues
12/2/2014 Delivery Issues
11/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a refrigerator through Fumfie's website on September ****, 2014. I received a call on the **** to verify the order and verify delivery (paid for express shipping) for September *****. On the ****, the fridge still hadn't arrived. After calling Fumfie customer service, they explained to me they were having issues getting the appliance from their vendor, *******. Roughly two weeks later, I called again to check the status, and the story remained the same, but they told me they'd seek another vendor if they didn't get the fridge from ******* by the end of that week (Oct *** if I remember correctly), they would spend the extra money and get the fridge from a secondary vendor and eat the cost. A week later, I got the same story when I checked in. I never heard anything from the company via phone or email again. I called at least 3 more times, leaving at least two messages. I emailed them an ultimatum on October **, saying if they hadn't purchased the fridge from their vendor and started the shipping process by October ***** I wanted to cancel the order and receive a refund. I told them if I didn't hear from them by October ****, to consider my order cancelled. I received no communication from that company after that time. I called one more time after the ***** and nobody answered, but I was able to leave a message and told them to cancel my order and refund my money. I haven't heard from them since my ultimatum letter on the ****, via phone or email. They have blacked me out.

Desired Settlement: Given that yesterday marked two months since I ordered the refrigerator, I have given up all hope on this business, and have no trust or faith in them. I wish for a prompt refund of my order. They have been holding $2,064.17 of my money since the day I bought the fridge. Most people would request interest or something extra. I only want my money back, and for people to know that Fumfie LLC may do this to them to, so to be careful.

Business Response: Hello *** *******,

We apologize for the unexpected delay. Unfortunately we have no record of an order being cancelled, as orders must be cancelled over the phone for security reasons. The model you have ordered has since arrived and was being scheduled to ship this Friday. I tried calling you a few times today and have been unable to reach you. If you wish to proceed with the cancellation, we have no problem issuing you a full refund. We would also like the opportunity to compensate you for the delay, even if you choose to purchase elsewhere. Our goal is to make sure all of our customers are completely satisfied. If we have a customer unhappy, we always do our best to compensate them appropriately. I will continue reaching out to *** ******* to offer compensation. We consider this matter resolved. 

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Fumfie will not accept my calls or emails. They will not accept my order cancellation. Fumfie is completely lying in their response to me. I previously emailed them, an email in which I know to work and get replies from, to cancel my order. I never received a response. I ALSO DID cancel my order over a voicemail to Fumfie (because they wouldn't answer the phone on a Monday afternoon). I never received a response. Additionally, they claim to have been calling me today (or yesterday) repeatedly, and although I have some missed calls from sundry numbers, nobody left a voicemail. If this matter was so important, why wouldn't they leave a voicemail? I at least have emails to prove I cancelled this order. In my research, I haven't seen one instance in which Fumfie has successfully delivered a refrigerator to a customer. I could accept their response, but won't, because it has already been 64 days!!!!! Something tells me that refrigerator will never get here, EVER. I have already ordered the fridge from a different business and it's already on the way to my home. Fumfie needs to cancel my order. I've told them every way I know how already, including through ***** **** ******* ******** *******, phone, and email. They haven't accepted the cancellation yet. Why would they now? Feeling frustrated as heck.

******* ******* ************************ ********** cell

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Fumfie still has not refunded my money. They DID contact me via telephone because of BBB (thank you) and informed me the order is cancelled and that they would refund my money in full, but my credit card has not been credited that money 5 hours after their voicemail, not even pending. I will consider the matter resolved when the money has been refunded. On ****, I've had two different users contact me directly referencing my review of Fumfie there, also claiming being ripped off by Fumfie. Fumfie has no business doing transactions with the American public. Of course, that is my opinion, and most likely the opinion of several other **** reviewers. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Hello,

When we had planned on issuing the refund, we received a notification that a dispute has been left. The customer received cancellation confirmation by our company on 11/**/14. The customer wrote in his review that he had disputed the charge and the review was posted by the customer on 11/*/14, which was 13 days prior to the order being cancelled. When a dispute is left, the funds are already taken from our account. The delay which occured was unfortunate and our goal is to make sure all of our customers are completely satisifed. Every transaction may not always be perfect but we will always go above and beyond to make our customers happy. We ship hundreds and sometimes thousands of orders each week and to have even a few unsatisfied customers is upsetting to our company, even though that is a small percentage of all the happy customers we do have. *** ******* disputed the charge 13 days before his order was cancelled. We now consider this matter resolved.

Best Regards,

Fumfie Home Appliances

11/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a gas range on 9-**-14 was told on phone would be 2 weeks but should be less because I live locally. My card card was charge for the item but two week went by and no range so I called back. I was told that it would be delivered the following week. Two more weeks went by and I called them back and was told the item is backordered which I find very hard to believe that they wouldn't know that when the order was place and how could they tell me a delivery was going to take place? I now asked for a refund but no response from them.

Desired Settlement: I want a refund and my card credited.

Business Response: Hello,

We apologize for the unexpected delay. Due to the recent Holidays, we have been slightly off schedule the past few weeks. An order cancellation must be confirmed over the phone. We will reach out to ********** to have this taken care of. We now consider this matter resolved.

Best Regards,

Fumfie 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I still have not received a credit on my credit card even after I returned their call and spoke to ****** to cancel the order at their request. They don't answer the phone nor respond to e-mail from their own web site but they are quick to charge your credit card. I want the credit processed ASAP. 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******






















 

Business Response: Hello *** *******,

We apologize for the inconvenience. When our Billing Department went ahead to refund the account, they were notified a chargeback/dispute was left. Unfortunately once a chargeback/dispute is left, the funds are already removed from our account. We do apologize for the unexpected delays as we wish we could have gotten the product to you right away. Our goal at Fumfie is to do whatever will make our customers happy. We also make sure to compensate a customer if there ever is a delay. We consider this matter resolved.

Best Regards,

Fumfie Home Appliances

11/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/*/14 I order 3 appliances to be delivered. I was told 10-14 business days. Fumfie within a week charged my credit card in full. Time came and went no contact no email bill nothing from them. Called and was told waiting on 1 appliance was coming from secondary warehouse. Another couple weeks nothing still called and was told Stove was on back order and they would send the refrigerator i ordered. That was delivered. Contacted company on 9/**/14 still no update on stove and they tell me the 3rd piece I ordered was also on back order, never told this prior nor when originally purchased all pieces did they tell me any pieces were delay. 10/* purchased the stove from **** **** and it was delivered 10/**/14. On 10/*/14 I canceled my order and they said they would refund my credit card. It is 10/** and I have not been credited/ refunded, forcing me to dispute the charge on my credit card. I called today and was put on hold for 10 minutes or they hung up on me.

Desired Settlement: They are looked into fraud/ deceptive trade practices & they should not charge a credit card if they do not even have a product they are selling! I paid for goods that never exsisted.

Business Response: Hello,

We apologize for the inconvenience and hope that *** ***** is completely satisfied with the refrigerator he received from our company. When time was running out and we had to provide *** ***** with his products, we unfortunately were delayed on the range and dishwasher. The refrigerator was in stock and we shipped that to *** ***** even though we knew it would cost us more for shipping two different products on two different shipments. We will always go above and beyond to make our customers happy. Due to the delays with the range and dishwasher, we also provided *** ***** with compensation to show we value his business and appreciate his patience. After the range and dishwasher was continuously delayed by the manufacturer, *** ***** chose to cancel the range and dishwasher and purchase locally. The refund entry was sent in to the Billing Department and when the Billing Department went to refund the account, they noticed a chargeback/dispute was left. When a chargeback/dispute is left, the funds are already removed from our account. Although *** ***** purchased the range elsewhere, we have still offered the compensation for his time and pateince throughout this unexpected and rare delay. Fumfie will do whatever is possible to make its customers happy.

Best Regards,

Fumfie Home Appliances

11/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Fumfie on the *** October to order a Samsung RF23HSESBSR Refrigerator and was told that it was in stock ready for delivery and would be delivered to me within 5-8 days via their Express delivery service. The funds were immediately debited from my credit card. I called back the following week to check on the status and was told that it would ship on the *** October. Still no notification of shipment was received. I called back on the **** October and spoke to a ******* and he gave me an emailed guarantee that my refrigerator would ship on the **** October. Fumfie created a shipping reference but days later still nothing had shipped! I called on the **** October to cancel the order and Fumfie issued a cancellation notice on our order/invoice. I asked for a full refund and was told my refrigerator had shipped but the delivery company had lost it and I would not be refunded shipping costs as a result. I called the delivery company myself to investigate and they confirmed that they had not lost the refrigerator but that Fumfie had not made any refrigerator available for delivery. Twenty Two days after placing my order for an item that was promised to be in stock and Fumfie taking over $3,000 from me no refrigerator has shipped. I told them I expected a full refund (as the order has been officially cancelled and never shipped). To date no refund has appeared on my card. I keep calling their customer service line to chase my refund and I'm promised a call back from a ******* yet no one calls me back.

Desired Settlement: I would like a full refund for $3,157.97 and an emailed confirmation from the billing department that it has been issued and the reference number associated with it.

Business Response: Hello *** *******

We apologize for the inconvenience as we strive to make each customers experience a great one. The product had shipped out and there are times when the trucking company loses or misplaces the appliance that was shipped. The trucking company ships trailers for not only our company but several other companies as well. With the trucking company not wanting to take blame, they may say "theyre truck broke down" or " the company has not released it to them". This is unfortunate and we are taking the necessary steps to ensure our customers receive the best experience possible. When our Billing Department went ahead to refund the account, they received notification that a dispute/chargeback was left by the customer. Unfortunately when a dispute/chargeback is left, the funds are already removed from our account. We always make it a point to compensate a customer anytime they have not had a great experience. We consider this matter resolved. 

Best Regards,

Fumfie Home Appliances

11/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an LG French Door Refrigerator Model: LFX31945ST and Order #****** on September ***** I was contacted by a customer service representative about a couple days later (no email confirmation was received of my purchase) and was told my refrigerator would arrive in 10-14 days. I was told the delivery company would call me to schedule delivery because I was concerned that I would be out of town the first weekend of October. I called on October ****, and the recording said they were closed for the holiday (Columbus Day?). I called again on October ****, and the recording said they were closed midday October *** and reopening October **. Then they have been closed again since midday October ** and supposed to reopen Monday October ****. My credit card was charged, my payment has been made, and I have not received the refrigerator or been contacted to schedule delivery. Why did they give me a 10-14 day delivery window knowing they would be closed for so many days in October? Had I known it would take over a month to get the refrigerator I would have purchased it elsewhere.

Desired Settlement: I need to hear from someone regarding the delivery of my order. If it can't be delivered within a few days I will have no choice but to cancel my order and want a full refund immediately.

Business Response: Hello,

We apologize for the unexpected delay and we are taking the necessary steps to better serve our customers. Our customers satisfaction is our number one priority and we will go above and beyond to make our customers happy. After reaching out to the customer, **** ****** ****** stated that she has disputed the charge with her Credit Card company and immediately hung up on us. We tried calling a few times more but have been unable to reach **** ****** ******. We would like the opportunity to compensate **** ****** ****** and show her that we do appreciate her patience even though she has decided to purchase elsewhere. The customer never did indicate that she was interested in cancelling her order. We would love for **** ****** ****** to contact us so we can compensate her for her patience. We consider this matter resolved.

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I ordered the refrigerator on September ****, logged my complaint with the BBB on October ****.  I did not hear from Fumfie until November ***.  I did not immediately hang up on *******.  I told him I had to purchase the refrigerator elsewhere since I could not get a hold of anyone.  He explained that they were closed for two weeks during October for Jewish holidays. He also said the refrigerator I ordered had been discontinued and blamed the delay on that.  However, I already knew that because when I ordered from another company they informed me it had been discontinued for 6 weeks - BEFORE I HAD ORDERED FROM FUMDIE so they should have told me.  I told ******* the company has so many of the same complaints that I was questioning whether they were a legitimate business.  ******* understood that I had already received the new refrigerator so there was nothing he could do for me.  I told him my kids were waiting to go to the movies and that I had to go so we wouldn't be late.  That's when I hung up.  Clearly we had already had a sufficient conversation.  Had I not disputed the charge with **** I doubt I would have heard from anyone.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Hello,

I understand, and our goal is to get our customers their products as soon as possible. We apologize for the unexpected delays and would love the opportunity to compensate the customer for the inconvenience. We ship hundreds and sometimes thousands of orders each week and it is unfortunate that not every experience can be perfect. We do go above and beyond to make things right with any customer that is not completely satisfied with our service. We consider this matter resolved.

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and since there can be no true resolution I agree the matter has been resolved by default of **** reimbursing me.

Sincerely,

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



 

11/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a camera from this website that stated that it was brand new and came with a 1 year warranty. The product is not genuine and is considered "gray market" from the manufacturer. This advertisement was a bait and switch, it advertised that the product was Nikon but rather it's a fake Nikon.

Desired Settlement: I want to speak with Fumfie management and get an explanation of how this happened.

Business Response: Every product we sell is 100% Genuine. Those claims you stated in your complaint are completely unfounded, they are slanderous and libelous. Please be very careful.

I am sorry, but I think you are misunderstanding Something. As our web site states on every product listing page, a 1 year limited warranty accompanies each product we sell and ship. If you had any questions regarding the warranty you were certainly entitle to do so and we would have been extremely happy to answer.

Authorized dealers are required to sell their products at Manufactures Suggests Retail Price. This is the main reason why customers shop with us, because of our rock bottom prices. We are not an authorized dealer, as evidenced by our below MSRP pricing.  We offer discounted prices to customers because this industry can get quite expensive when upgrading and purchasing equipment. Most manufacturers don’t mind their products being bought below MSRP and will cover all terms of the manufacturer’s warranty, no matter if they purchased from an authorized dealer or not. The reason why we offer the customer to come directly to us for their 1 year limited warranty is to give them the added coverage should the manufacturer decide to not cover their warranty. We want to be there to protect our customer’s best interest. We have even caught manufacturers completely lying to our customers and persuading them to return the product to us and then directed them to go buy from an authorized dealer near them. These  manufacturers tell customers that even after the first year’s manufacturer’s warranty is up they still won’t take this customers camera in, even for a paid repair. You can confirm for yourself that is a lie by calling up any of authorizes service / repair centers in your area. These centers can be found on the manufacturer’s web site under service and repairs. They will in fact work on the product if it needs to be repaired. You will be pleased to see that they will work on your camera.

If you do not want the product that you purchased, please call us to arrange for a standard return. We can waive the restocking fee if returned in brand new condition.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

11/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a refrigerator on 9/*/14 and was told the expected delivery date would be on 9/**/14. It is 10/**/14, and I still have not received my refrigerator. I've been getting every excuse in the book, including the refrigerator was damaged on the way to their store. It's been almost 2 months, I don't buy any of their excuses anymore. I just want my refrigerator that i paid for. Order ******

Desired Settlement: I want my order delivered.

Business Response: Hello *** ******,

It was a pleasure speaking to you a few minutes ago and I am happy to know that this matter has been resolved. As per our conversation, the unit has arrived from our secondary source and will be shipped to you tomorrow. Please contact us once you receive delivery so we can set you up with the compensation discussed. We truly appreciate your patience and will go above and beyond to make our customers happy. We consider this matter closed.

Best Regards,

Fumfie Home Appliances

11/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I ordered a gas range stove and refrigerator(separately) on 9-**-2014, We received a call from ****** on 9-**-2014. He requested we combine the orders and he sold us the expedited shipping for $150.00, Witch at the time sounded great because we are a family of for without a stove, our recently broke. We waited about nine days with no call from the shipping company conforming our delivery, so we called fumfie to see where the appliance's were. they then proceeded to tell us that the fridge was on back order and would not be ship until 10-**-2014. we asked why the stove hadn't been shipped and was told that the don't like to ship out unless they have the whole order. We asked that they go ahead and ship the stove and they said it would cost us extra. we asked for a refund on or expedited shipping and they said they could refund us $50.00 back and give us a ten year warranty and that we would receive the stove on Friday. Friday came and went with no call or stove. also the credit for $50.00 was never refunded. We called again and were told it had shipped Monday and that A.M trucking would be calling us for delivery date and time and that we should see it by the end of the week. The very next day we received a phone call from holly telling us that because of a religious holiday that the trucking company did not pick up the shipment from there warehouse. I find that a little odd that we were told it shipped and then found out it hadn't even been picked up. we were once again told it would not ship till Next Monday and that we would revive an email with the tracing info Monday morning. By Monday afternoon we called fumfie again to get information and ask for a full refund on the express shipping. they told us once again that it had shipped and that we would get tracing info by the end of the day and with them being two hours ahead of us to call them at four if we hadn't revived the info and they would take care of it, they also offered us a ten year warranty And our appliances witch was something they had already given us. So why wasn't that shown on our order? It has been almost a month now with no refund for the sipping and I don't understand why they are charging us $100.00 for the shipping on the stove if it was free shipping in the first place? We should have never let them talk us into the expedited shipping and putting the appliance on one ticket maybe then we would have received our stove. and not lost money. today we tried to cancel our order but due to the fact that the stove has finally shipped if we cancel we will be charged and extra two hundred dollars for return fee... I have Two children that have had to live off of fast food and T.V dinners because we did not get our stove three weeks ago. They told us we can get a full refund for the fridge. But once Again what about the free shipping and the refund for the expedited shipping. also from what I've seen online the company take's weeks to refund any money. also they told us that shipping would only take a few days but we called the trucking company and the say about a week to two weeks. this has been a hassle from the start and we are never shopping with fumfie again. I will be posting complaints on every website I find and every social media so I can to ensure none of my family our friends or anyone I run across buys from Fumfe. I want my refund in 48 hours. other companies can refund in that time they should be able to as well. I'm Asking for a refund of 2,699.15 for the fridge and 150.00 for the shipping also I want whatever charge for the shipping on the stove taking off. I should be asking for more since I've had to spend so much money on junk food because I never received my stove in time. that's the amount of $2,849.15.

Business Response: Hello **** ******,

It was a pleasure speaking with you and I am happy to know that we were able to resolve the matter for you. Please remember to contact me directly once you have both the refrigerator and range serial number's so I can setup your free warranties as compensation. We always make it our business to make sure our customers are completely satisfied. Although it cost us more to do, we shipped the range on its own at no extra charge, while the customer agreed to wait for the refrigerator. Most companies out there would not even consider shipping one piece at a time. We have since refunded the customer and provided compensation. We consider this matter resolved. 

Best Regards,

Fumfie Home Appliances

10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a refrigerator (Samsung Model RF32FMQDBSR) on 9/**/14. It was never shipped in the promised 10-14 business days. Actually it was promised specifically to arrive by 10/*/14. On 10/*/14 I spoke to ****** in customer service who informed me that they did not even have any of the refrigerators in stock. He had no idea when they would have them and be able to deliver one to me. Since it would be long past the promised delivery time, he agreed to cancel my order and refund my money per their policy. Their policy states on their website that an order can be cancelled without penalty if Fumfie misses the delivery deadline. Although I was promised the refund in 7 business days or less, I have yet to receive any money or credit back to my **** account. The full refund amount should be $2579.03. I have called to check on the refund numerous times. I called on 10/*/14 to check the status and request a confirmation for the second time (it was received via email later that day). I called again on 10/*/14, 10/**/14, 10/**/14, and 10/**/14. The customer service person never had an explanation as to why it hadn't been refunded yet. The last two times I was told I needed to speak to the billing department, but they were too busy and would call me back. The billing department has never called me back. I had also called a few times prior to cancelling the order to check the status. Customer service has been polite, but unable to give me answers.

Desired Settlement: Refund my money immediatly as a credit to my account.

Business Response: Hello,

We apologize for the delay and always make it our business to compensate our customers to make sure they are completely satisfied. When we went ahead to refund the account in full, we were notified that a dispute was left. Unfortunately if a dispute is left, the funds are removed from our account and we are no longer able to process a proper refund. We apologize for the delay regarding the unit ordered. Anytime a customer has even the smallest concern, we go out of our way to make sure they are a happy customer. We consider this matter resolved.

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not received my refund. I do not know what they are talking about when they say "dispute is left." I will be contacting them.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Hello *** ********,

We apologize for the inconvenience and are happy to confirm that this matter has been resolved. After investigating this order, we have since refunded the customer in full. The customer is now completely satisfied and we consider this matter closed.

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

I did get the money back to my account on 10/**. I am glad to have my refund but I am still unhappy with the company. I had to send emails and make numerous calls, almost daily the last couple of weeks. The customer service person would always promise that billing or someone would call back but no one ever did. On Friday the **** I spent hours making calls, being on hold, and talking to different people. I still see no reason it should have taken 24 days to refund my money (the order was canceled on 10/*).

By the way, Fumfie's initial response to the BBB complaint was that I had put a dispute or chargeback on the charge, so they could not refund my money even though they tried. This was completely untrue, as I did not get the bank or **** involved at all. I wouldn't have been able to file a dispute anyway, as it had not been the required 30 days waiting period before filing a dispute. So Fumfie was mistaken or making this up. Bottom line, I still see no reason why my money wasn't refunded immediately after I canceled the order. This process took too long, and too many phone calls. 
Sincerely,

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



 

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Placed order with Fumfie on September *, 2014. Spoke to customer service rep verifying my order and the express delivery that was requested. On September **, 014 I contacted Fumfie's customer service department to inquire about the delivery of the refrigerator and ****** stated he would contact the warehouse and would receive a call from the warehouse or him before he left for the day. On September **, 2014, I contacted ****** after not receiving a call back to ask for a status. ****** informed me that the item had not left the warehouse and he did not know why but would get a status. I ask ****** to forward an email reiterating the status of the order. I replied to the email, stating if the warehouse can insure that the item will go out within the next 24 hours, i would not cancel my order. I also spoke to ****** again and he again told me he was trying to get a status from the warehouse. Later that day i received an email from ****** stating that the refund request had been submitted and it would take about 7 days to receive my refund. On September **, 2014, I emailed ****** inquiring about my refund. On September **, 2014, ****** responded informing me not to worry, that he would handle right away. On October *, 2014, I sent ****** another email, again inquiring about my refund. ****** stated thatI reached out to his billing department and will have them email me the refund transaction ID. On October *, 2014, I sent my last email to ****** and he stated that he apologize as his offices were closed on Thursday and Friday due to the Jewish holidays. I will follow with them during business hours tomorrow as you should have been emailed a refund transaction ID by now. As of October **, 2014, I still have not received refund. I have contacted ******** *******, to see how they can assist with getting my refund.

Desired Settlement: Unfortunately, I did not look at Fumfie's customer reviews before placing my order, but from what I have read Fumfie is not a good company to do business with. I really hope that The BBB investigate Fumfie and remove them as a BBB company.

Business Response: Hello **** ******,

We do apologize for the delay and not sure how the refund fell through the cracks. We have been slightly delayed due to the recent Jewish Holidays but now that the holidays are over, we are back to our normal schedule. When we went ahead to refund the order, we received a notification that a dispute has been left. If a dispute has been left, the funds are taken from our account and we can no longer process a normal refund. We always make it our business to compensate our customers if there ever is a delay. We consider this matter resolved.

Best Regards,

Fumfie Hime Appliances

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Credit card was charged $1649 on June **, 2014 when we ordered a refrigerator online. We waited three months for the appliance. During those three months, the company told us it was damaged on truck, then on backorder, then they couldn't find any replacements from other suppliers, then they might get a shipment in for Labor Day. We decided to cancel our order on September **, 2014. They told us it would take seven business days to see the refund on our credit card. It has been a month since the cancellation, and there has been no refund yet. I have contacted Fumfie customer service several times to see why it has not been settled. They said they would get on top of it and we would get a call by the end of the business day. They have not contacted us yet. The last time I emailed, I received a response on October **, 2014, that their offices were closed due to the holiday (Columbus Day), even though we had been corresponding that whole week. I am asking that you help us get our $1649 back.

Desired Settlement: $1649 refund on our credit card

Business Response: Hello *** *******

We are pleased to inform you that your order was refunded. If you have yet to receive any email regarding your refund, please call us at ###-###-####. We apologize for the delays and always make it a priority to compensate our customers if there ever is a delay. Although a customer may purchase elsewhere, we still make it our business to compensate the customer to show them our appreciation. *** ****** has received compensation along with his full refund. We are happy to have corrected this matter and consider this matter resolved.

Best Regards,

Fumfie Home Appliances 

10/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on the website ***************************** on 8/**/14. for 3 home appliances. I was charged in full on 9/* in the amount of $3607.97. The product numbers, item names and prices are as follows: 1. #RF28HMEDBSR, Samsung 28 cu. ft. French Door Refrigerator, $1,849.00, 2. #DW80F800UWS, Samsung Dishwasher, $643.97, 3. #NX58F5700WS, Samsung Freestanding Gas Range with 5.8 cu. ft. True Convection Oven, $1,125.00. I was given a shipping date of 9/**. I first called them on 9/** after not receiving any shipping info after the stated shipping date. I was told that the items were being delayed because the refrigerator was not yet in stock, but that all the items would be shipped as soon as the fridge arrived from the warehouse. I also followed up with an email on 9/** via their online customer service ticket page. I received a reply on 9/** that stated "The order should be shipping any day now, just waiting on the fridge to arrive to our main shipping facilities. Once it lands, you will be called to schedule a delivery date and time." So I waited a week and then called back on 10/*. At this point after being transferred several times, I was put on the phone with a woman who told me that the cause for the delay was because the fridge was still not in stock but I could choose another model that is in stock at no additional charge. I told her I would need to discuss this with my husband. So I called back the next day with a different model number but was told by a different person that I'd have to pay the difference for the higher priced item. So I declined this offer and asked for more information regarding the delay on my order. She explained to me that they are having an issue with all Samsung items being unavailable from the distributor and that all companies are having the same issue. However, they still had the same items I ordered on their website listed for sale. I then asked why the more expensive item that she said was in stock was available, since it was also a Samsung. She stated she did not know and that this item just happened to be available. Then I asked if they could just ship the dishwasher and stove now while I wait for the fridge to become available. She said that should be possible, but then put me on hold to check. She then came back on the phone and stated that all three items I ordered were currently not in stock. This was the first I was hearing of this, since the story the whole time had been that just the fridge was not in stock. I told her that I was not buying her story and would call back in a week. I called back again today and was given all the same lies and asked for my money back. At this point they told me they were going to charge me a fee to cancel my order. I am distrustful that I will ever receive a refund for my items which do not ever seem to be arriving. I wish I had known about all the bad reviews out there about this website since I have read so many stories after going through this that state almost my exact story. Please help me get my money back and put this company out of business. They are criminals.

Desired Settlement: I would like my order to be completely canceled and receive a full refund back to my credit card.

Business Response: Hello,

We apologize for the inconvenience. If an unexpected delay ever occurs, we always make it our business to be upfront with our customers and let them know of an expected arrival date. If there is no expected arrival date, we inform the customer of that as we have no interest in stringing any of our customers along. We know that being upfront and honest with our customers is what makes our company stand out. Our priority is to make sure our customers have the best shopping experience possible. We do know that not every situation can be perfect, but we guarantee to go above and beyond to make that happen. Once the customer chose to cancel the order, the order was refunded in full immediately. We did have a ******* contact the customer as well so we can properly compnesate the customer for this inconvenience. If a customer has not had the best experience possible, please call us at ###-###-####. We have experienced representatives awaiting your call. As mentioned above, the customer has been refunded in full immediately and we now consider this matter resolved. 

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

10/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a refrigerator from "Fumfie Appliance" only to find out some weeks later that they no longer have the item we purchased. We eventually agreed to purchase a similar item that has been discontinued by the manufacturer that Fumfie supposedly has "in stock". Now, they are not returning my calls or voice mails about shipping the discontinued item. They were very quick in charging my credit card approximately $3,000 for the initial purchase, of course.

Desired Settlement: Since Fumfie Appliance appears to be unable to comply with their own purchase contracts I demand a full refund. I will not accept a refund that is minus ANY sort of "re-stocking" or other miscellaneous fees. The refund MUST BE IN FULL or legal proceedings will be initiated.

Business Response: Hello,

We have spoken with the customer earlier today and in addition to upgrading the customer to a better model for no extra charge, we have also provided the customer with additional compensation. The order will be shipping out tonight and the customer is now happy and satisfied with our service. Here at Fumfie, we make it our bsuiness to make sure that all of our customers are completely satisfied. If we feel that is not the case, we will always go above and beyond to make that happen. We now consider this matter resolved. 

Best Regards,

Fumfie Home Appliances
###-###-####

10/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered an LG French door refrigerator (Model: LFX33975ST) online and was told there was free delivery to our address. Approximately 1-1/2 weeks after ordering the fridge we were contacted because the delivery company doesn't deliver to our area and there was a $400 delivery charge. We could get the 5 year warranty and the delivery would be waived and the fridge delivered to our door. We were ok with this, however, it had been over a month from initial purchase and over 2 weeks from notice about the delivery charge and still no tracking information. I kept contacting customer service who assured me that a ******* would be contacting us "the next day or today," no calls were received. We are trying to cancel our order and get a refund so we can purchase the fridge from a reputable company. The customer service agent said we could not do it over email so I called (twice) to the extension number given and left a message. I also went through the prompt to customer service that transferred me to a line of nothing. Considering the complaints already against this company, they should be shut down for deceiving customers.

Desired Settlement: Refund back to our credit cards for the full amount (purchase price and warranty)

Business Response: Hello,

After speaking with *** ***********, we came to a resolution that would benefit us both. *** *********** has no knowledge of a complaint being written and advised us that he would contact whoever wrote the complaint to remove it immediately. *** *********** was pleased with our efforts to appease him. Here at Fumfie, we always make it our business to compensate our customer if any any inconvenience has occured. We are pleased to know that *** *********** will look to us in the future and this matter has been completely resolved. We consider this matter closed.

Best Regards,

Fumfie Home Appliances

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory (full refund on warranty and purchase price) to me and the matter has been resolved.

Sincerely,

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



 

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Fumfie.com for a washing machine on August *. I ordered with Fumfie because the principal in the company, *****, assured me he could deliver the washing machine by Monday, August **, the shortest delivery time of all the companies with whom I conferred. Did not receive a call on August ** that machine was not coming; I contacted the company that had BILLED ME the $1,033.27, but they refused to comment or talk to me, even though clearly they were supposed to deliver the machine. Fumfie is a storefront that makes arrangements with independent sellers. I called Fumfie.com to find out what was up and was told they could redeliver on WEDNESDAY. Not happy, but fine. Machine does not come Wednesday and I once again do not get a call. I call Fumfie.com to cancel my order and ***** gives elaborate reasons for why the delivery company couldn't deliver, promises a machine on the following MONDAY, with free installation for my troubles. Machine does not come Monday. I get a call saying Wednesday. Wednesday comes and goes. No machine. I have to call Fumfie.com to find out what's happening. ***** gives a thousand excuses, swears it will be there Monday. It does not come Monday. Once again a long call with *****, offers $100 Visa gift card, promises Wednesday. Wednesday machine is delivered IN THE WRONG COLOR. I refuse delivery. But wait, there's more! I call *****, defeated, and say, should we just call it quits? Can you really get me this washing machine? He starts to tell me the color I want costs more money -- then stops and says, "Oh, we'll cover that." Promises delivery the following Monday. Does. Not. Arrive. I call Home Depot, find out I can have a washing machine delivered by the following Wednesday. ***** says he can do that, keeping the offer of free installation and $100 Visa gift card. At this point I just think, surely they know what they're saying. No. ***** calls me late mid-day on Wednesday to tell me he has no machine. This is AUGUST **. And I have STILL NOT BEEN REFUNDED ON MY CREDIT CARD FOR THIS CHARGE DESPITE SEVERAL FOLLOW-UP CALLS ON MY PART AND PROMISES FROM *****. Do not do business with Fumfie.com. They are a sham and do not control the flow of their inventory. They buy their appliances from independent sellers and then when a situation such as mine happens, they therefore do not have the cash to issue a refund. I am furious. I have carried this charge for TWO MONTHS on my credit card. Completely unacceptable.

Desired Settlement: Refund ASAP.

Business Response: Hello,

When this order was placed, the unit ordered was model WM3250HWA. The customer was sent an invoice as well as the shipping email showing the WM3250HWA. Once delivered, the customer did contact us informing us that they had ordered the Graphite Steel unit as opposed to the White unit.  Since then, the customer has been refunded in full, and we did absorb the return shipping fee for the customer. We have also offered the customer future compensation to make up for this mixup and inconvenience. Our goal at Fumfie is to make sure our customers are completely satisfied. If we feel a customer is not completely satisfied, we will go above and beyond to make that happen. We consider this matter resolved. 

Best Regards,

Fumfie Home Appliances
###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

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

Complaint: On september ** I bought and was billed for a Sony Cybershot DSC-H400 Digital Camera The order became a # ***** On october * I wrote an e-mail asking for a tracking # On October * I got an answer saying i was going to get a tracking # by e-mail Today October * I still have got no tracking #

Desired Settlement: A tracking # and the promised delivery in 7 to 10 business days, meaning (today until october *

Business Response: Order Date & Time: **** ********** *******
Order Charged: ********** *******
Order Printed: ********** *******
Shipping speed provided:7-10 business days
Shipped: **** ********** *******
Tracking number: ***************
Courier: *****
Delivered: 10/**/2014 - Wednesday 4:07 pm

We do hope that you enjoy the product that you have received. We are sorry that you were frustrated by the shipping of your order.
Taking the 24-48 business hours time that it takes to process an order into account (charging the order, printing the order, picking the order from inventory, and boxing it up preparing it for shipment, than shipping the package). This processing time applies to all  orders starting from when it is charged, as our policies state. This order was delivered on the 6th business day of the 7-10 business day shipping speed, which is a day earlier than estimated. We do not believe were not late on the delivery of your order. Please feel free to contact me regarding this BBB complaint if you would prefer to speak through the issue and we can then close out the complaint afterwards.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

10/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a refrigerator online after confirming with chat rep that the fridge was in stock and would ship the next day. My credit card was charged the same day and I never received the fridge. I have been calling and told different stories each time 1) the fridge is in our second warehouse and needs to be transferred 2) the fridge is back ordered and will arrive Sept **** 3) and today Fumfie Appliances is no longer affiliated with Fumfie Camera. Both companies are a scam. I should have researched them online before placing my order as there are lots of complaints. This company should be put out of business before they take advantage of more consumers.

Desired Settlement: I want fridge shipped asap or my credit card refunded.

Business Response: Hello,

We are happy to know that this matter has since been resolved. We have provided the customer with a free upgrade to a better unit as well as a discount on a new item the customer ordered from our company. The order has shipped for the customer and they will be receiving the delivery shortly. We always make it a priority to make sure our customers are completely satisfied from beginning to end. We consider this matter resolved and closed.

Best Regards,

Fumfie Home Appliances 

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an LG WM3997HWA washer/dryer combo appliance on * Sep 2014. The Fumfie.com order number is # ******. I paid $1808.49 using my Air Force Federal Credit Union Visa debit card. I emailed the customer service rep, ******, the next day * Sep 2014 and told him that I'd like a refund immediately. Then, I spoke with the ****** *******, *** ****** ****, on * Sep. His phone number is ###-###-####. He told me that the funds would be refunded in 10 days - by ** Sep 2014. The ten-day period has passed, and I still have not received a refund.

Desired Settlement: I would like Fumfie.com to refund my original purchase price of $1808.49 immediately.

Business Response: Hello,

*** ***** placed his order on 9/*/14 and chose to cancel his order on 9/*/14. Normally once an order is processed and a customer decides to cancel, if Fumfie is not late on shipment, a 3% merchant service fee is charged. We waived the 3% fee for *** ******** The order has been refunded and the details of the refund have been automatically emailed to *** ******** We also would love to compensate *** ******* for the way this has transpired, as we look forward to doing business with *** ******* in the near future. We consider this matter resolved.

Best Regards,

Fumfie Home Appliances

9/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered a refrigerator online from Fumfie.com. They kept changing the delivery date, and told us the fridge was on backorder. Thirty days after the normal 10 to 14 day arrival time through shipping, I asked for a refund. The refund has not shown up yet. Fumfie order # was ******. The billing date on my A E card was July ***.

Desired Settlement: $1,569 needs to be returned to my American Express Card.

Business Response: Hello,

We apologize for the delay and are happy to know that this matter has since been resolved. Please note, we do always make it our business to compensate a customer if there is a delay with their order. Delays are not likely but they can occur from time to time in this business. If you have not received compensation from one of our representatives, please call us at ###-###-#### so we can make sure you are taken care of. The order was cancelled and refunded and we consider this matter resolved. 

Best Regards,

Fumfie

9/17/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for an Samsung RFF30HBEDBSR refrigerator on July **, 2014. My credit card was charged $2,249 on 7/**/2014. I still had yet to receive the unit by 8/**/2014, so I contacted customer service about the shipment conformation number. However, they stated: “My warehouse usually sends me tracking information in the early afternoon. I will forward your tracking number to you when I receive it”. I did not receive any shipment conformation until 08/**/14 and called back to the customer service with concern where my appliance is. The customer service replied that the fridge they had in stock was damaged or was losing compression and they ordered a new unit directly from Japan. I had still not heard from the company, so I contacted them again on 09/**/14 and called back to cancel my order and requested a full reimbursement; they told that my appliance was shipped out via AM TRUCKING on 8/**/14 and you should receive today or tomorrow a telephone call from them. By 09/**/14, I had still not received the unit or any telephone call, so I contacted Fumfie's again with demand to reimburse my money. On 8/*/14, the money had still not been credited to my account. I contacted customer service, and they stated that I should have received the money, but they would check with the billing department and call me back. I told them this was unacceptable that I ordered the unit 6 weeks prior without receiving the product. Customer service had threatened me if I will open a dispute with the credit card company, than they will not reimburse a full amount or $2,249 and will charge for the transportation cost. (Transportation cost??? They never shipped the unit!!!)

Desired Settlement: Refund of $2,249. I would also like yearly interest at 3%, beginning from July **, 2014 until balance will be paid in fool.

Business Response: Hello,

We apologize for any inconvenience this has caused. The order was in fact shipped 8/**/14 and did land in Washington on 9/*/14. On 9/*/14, the customer decided to cancel the order. We immediately informed the trucking company to recall the package, which has yet to arrive back at our facilities. In our attempt to stand by the 5 Star Customer Support we strive for, we waived any return shipping fee and Issued the customer a full refund. The customer was emailed the refund information as confirmation and is now happy with the service provided by Fumfie. We hope to hear from **** ****** in the near future. We consider this matter resolved. 

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The order of appliance was for Vancouver, Washington address, and the company delivered refrigerator to their ******* facility which is about 3-4 hours driving from my house.  Their warehouse told that my package was too
large and could not fit into their trucks; therefore they cannot deliver to my house, unless I will wait for another two weeks (their schedule deliver ones per two weeks).  I told them that I have
waited for one and half months already and if the company will not deliver tomorrow, than they will have to cancel my order and ship it back to NY.  I do not want anymore their fake promises!  I have emergency situation
because I have no place to store my food.  I am going to by a fridge from the local appliances store.  As a result, the only solution to this problem will be a full refund plus an interest of 3%, starting July ****, 2014 until payment in full.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******** ******



 

Business Response: Hello,

Unfortunately we were not notified of the information that the trucking company was telling **** ******. Had we known that information, we would have contacted the trucking company immediately to resolve the matter for the customer. Once the order was refused, there was not much we could do other than recall the package. **** ****** was refunded in full and the refund transaction id was emailed to the customer. We have no problem offering **** ****** proper compensation and we look forward to her call. If there ever is any hiccup or unexpected delay, we always make it our business to compensate the customer. We consider this matter closed.

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I received my money back.
Sincerely,
******** ******



 

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered an LG washer online. During the sales process, the site informed us we would get an email order acknowledgement. When we did not receive the order acknowledgment, I called to check on the order and get a delivery date. They said it would take 10-14 days to process the order, then a delivery date could be provided. I canceled the order on the spot. They first wanted to charge us 3% (for an an order that had not been processed, nor confirmed) before greeting to give us a full refund. I was told the refund would occur in 7 days. That promise was made August ****. It is now August *****...

Desired Settlement: Full refund, as promised. We have already disputed the charge with Amex.

Business Response: Hello ****,

When speaking with one of our representatives, you mentioned you needed the unit delivered by the following day or two. Shipping from New York, that time frame was unfortunately unrealistic. If an order is processed and a customer needs to cancel the order before the promised ship date, there is a 3% cancellation fee. This cancellation fee is noted in our terms and conditions. In this case, we were waiving the 3% cancellation fee for you as our goal is to make sure all of our customers are completely satisfied. When beginning the refund process, we were notified that a dispute was left. When a dispute is left, the funds are taken from our account and we are unable to complete the refund process. We would love the opportunity to do business with you in the future and hope you have a wonderful day. We consider this matter resolved.

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

 The matter is resolved since they finally provided a full refund AFTER promising such a refund but only AFTER filing with the BBB.  Their response is a lie.  I did not call and ask that the item be delivered in two days.  I called as I had not received a confirmation email about my order, as was also part of their terms and conditions.  I asked "when" they would deliver, and they told me it would take 14 days in order to "process" the order.  I told them to cancel the order then and there, as I knew I could get one delivered sooner.

Their sales practices are a joke.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

9/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July **, 2014, I ordered a GoPro Hero 3+ camera group from this company for a total of $679.90. The same day, I found the exact same offering on ********** for almost $200 less. I contacted Fumfie.com to cancel the order and when they asked why, I told them why. "******," looked it up on ****** and verified the price difference and offered to match the price. I agreed and was told that a refund of the difference would be forthcoming. When the credit never appeared on my credit card, I called back to find out where it was. I was then told that because the sales agent had not taken a "screen capture," of the offer at **********, the supervisors would not approve the refund. I then told them I wanted to cancel the order again because I had been lied too. In the meantime, the order arrived. One piece of the order was for a Cannon product and thus did not work with the camera I had bought. I called them again, and got a return shipping label to return the purchase, which I did. I was told a full refund would be made. It was not. I've called them again a week ago, and was told that a refund had not been sent, because a box had been torn that held the camera. You have to tear the box to get the camera off. I demanded a refund and notified my Credit Card Company, USAA, and initiated a charge back process. The last time I called then, I was told a refund has been sent. I called them today, August ****, and was told that a partial refund had been sent to USAA, the CC company, in the amount of $577.92, given transaction number (((REDACTED))) with a refund date of August **, 2014. When asked why a total refund was not issued as I had been previously told numerous times, I was told that a torn box inside the return shipment, prevented them from fully refunding my money and that they had kept the difference between the price charged and the alleged refund, due to "the condition of the return." I contacted USAA and found that no such refund had been issued for any amount. Since this whole process started, I have learned through internet research that this company sells, "Grey Products," which means the manufacturer does not warranty the product, and this this mode of conduct is how they do business. Yes, there are happy customers of this company out there, if the positive reviews are legitimate, but a pattern of conduct clearly emerges when reviewing others who have filed negative reviews. This is how they rip people off. I am retired Civil Service, and retired from the position of ******* of debt collection for the entire U.S. Government. As such, I handled many, many cases from the FTC, which I did personally because they were so complicated and dealt with conduct that I have seen in this case. This companyt may just skim the line between legal and illegal to stay in business. The bottom line is I have no product of any kind from Fumfie.com, and they have my money which they have to date refused to refund.

Desired Settlement: Full refund

Business Response: We spoke with the customer and resolved any open issues. Please close out this complaint.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] The complaint should remain unresovled  because I have not been given all of my money back. I was forced to take an in-house credit for one hundred dollars in lieu of cash refund. This is a pattern of conduct by this business and BBB's rating is inflated of this business. The correct way to resolve this matter with me would have been a full refund, period.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: *****,

You were not forced to take anything or even accept our offers. You were not under duress and you were not coerced. Under your own free will and accord, You, on your own behalf and ***** (our representative) negotiated the agreement regarding your returned items restocking fee and you agreed to it.  Not only did we offer to apply the full amount of the entire restocking fee towards the purchase of accessories in the future, but you also agreed to accept a free AHDBT-301 BATTERY, CHARGER and a 64gb MICRO SD card as part of the agreement USPS **********************. Now you are trying to break the terms of the agreement you made. You placed the order with us and by doing so you agreed to our return policies, which specifically states the outcome of a return sent back in the condition you sent it back in. Upon the return of the item you purchase you tried to extort us with constant threats against our business in order to get out of the return policies that were bound by when you placed your order. Before submitting your order by clicking the "place your order" button in big bold hyperlinked font it states by placing your order you agree to our policies. If you care to take you time to look at our policies, returns of go pros are not accepted, nor do we match competitors pricing. Given the torn/ripped condition of the manufacturer packaging of the product you returned this product was no longer able to be sold as new. This had to be sold as used. The value of the product was permanently reduced because of the return condition. You had stated to us before that you had to tear /rip the packaging in order to open the product. This is not true, you were able to peel half of the plastic seal off of the hard plastic cover and leave the other half of the seal attached to the cardboard gopro box. We Sell these items all day long and also receive many return for people who have buyers remorse and people who've opened the product but and never used it or just tested it out and do not want it. To open the manufacturers the box, tearing / ripping and not necessary, most likely what happened was that a the time when opening the box you were unaware that you you would later return the item and were not careful during opening the manufacturers box. If you wish to back out of ur negotiated agreement, please send the items back and we will start all over again. There is no guarantee that the future negotiation will come out more in your favor, most likely given the expenses incurred by us thru fulfilling the agreement you accepted, our stance in future negotiations will be more in our favor. Please keep the items already sent to you and accepted by you, as well as the credit towards a future purchase.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have found that my credit card company has retrieved all of my money and therefore this case is closed and the company can keep their credit.

Sincerely,

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



 

9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Panasonic Lumix DMC-FZ200 Digital Camera from them on July **** 2014. I thought this camera would be an improvement over the camera that I currently own, a Canon Power Shot 50X. From reading the reviews online about the camera, the cheapest Panasonic Lumix DMC-FZ200 was being sold by Fumfie, so I clicked on the link to their web site to purchase the camera. The Fumfie website clearly states Hassle-Free 30 Day Returns. I purchased thousands of items over the internet, from **** ***, to *** **** and *** ***, so I expected I wouldn't have any problems if I had to return the camera. After testing the camera for one day, I found it's quality to be less then my Canon Powershot. I'm going to have to try a DSLR Camera. I'm still considering my options for that camera, and contacted Fumfie about returning the Panasonic that I purchased. Fumfie advised me that I could return the camera if the camera must came back to them in pristine condition, with all original manufacturer's accessories. I sent the camera back, and paid for shipping and a tracking number. Fumfie received the camera, and responded to me "We will provide you with a refund once the package is processed in returns." I paid Fumfie $419.95 for this camera, and they refunded me $356.95. Fumfie charged me $63 to return a camera within the 30-Day Hassle Free window. At no time in my email exchange with Fumfie was I advised that I would be charged $63 to make a return. ********* ***** ******** *****, **** ***, ****** and countless other merchants don't charge $63 to return a camera within 30 days. I'm upset. I wasn't made aware of this before my purchase, or while I was in contact with them about returning my camera. At first I wanted to exchange it for a DSLR camera, but decided on a refund while I research the DSLR cameras available. I won't be purchasing from Frumfie after this experience. Hassle Free doesn't mean that I have to pay $63 on top of the cost for me to ship it back to them.

Desired Settlement: I want a full refund of $419.95 so send me $63 and we'll be square. In the future, put it up on your website, right under the advertisement about "Hassle-Free 30 Day Return Policy" that customers will be charged a substantial amount to return an expensive camera. I'll never purchase anything from these people ever again. Purchasing a $400 camera is a very serious decision, and the customers have a right for a return, within a certain period of time, without being charged almost a hundred dollars. It's not like I could handle the camera, and test it out before I purchased it. I had to buy it from them online, wait for them to ship it, before I could try it. Lesson here is to purchase from **** ***, *** **** or **********. I want a full refund!

Business Response: This customers ordered a product. They did not test the product out before purchasing it. The manufacturers specifications, documentation and marketing material are all specific and fact based. The customer is entitled to have their own opinion on the product they purchased. If they have buyers remorse, that is acceptable as well. However the company policies, were valid and do govern the terms of the sale. The product was not defective and the customer received exactly what it is that was ordered. customer had buyers remorse and changed their mind about the product they want. The return policies are specific, the product was returned and was treated as a standard return.

8/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Sony DSC-RX100 camera from Fumfie on 8/*/14. I received the camera about a week later. Everything is fine except that the battery that was shipped with the camera was a generic battery ("for Sony NP-BX1") instead of a genuine Sony brand name battery. The box that was sent was not sealed, so apparently the batteries were switched. Generic batteries of this sort sell for under $5 on ****, whereas a genuine Sony battery goes for $30-$35. There is a real performance difference between such batteries. I emailed Fumfie a week ago, but they have failed to respond to my request for a genuine battery instead of this substituted one.

Desired Settlement: Either they send me a genuine Sony NP-BX1 battery, or they refund me $25 (what I believe the value difference is in the batteries)

Business Response: We spoke with the customer over the phone and we will be issuing a 25 dollar refund.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ****



 

8/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a stove from them for the purchase price of $1,429.05 that they assured me was in stock and one month after accepting my payment I had to contact them to find out why my stove hadn't been delivered yet. I was given some song and dance excuse that the delivery truck it was on had been damaged and that ALL of the products on the truck were destroyed! They then suggested I select a different stove; bait and switch. I told them, "No ." I wanted my money back, which they reassured would not be a problem. It apparently IS a problem because I haven't received a refund yet. It doesn't take 2 weeks to issue a refund and they are doing all they can to keep my money in their hands for as long as they can. They keep assuring me it will be refunded, but never issue the refund. This is NOT a business that should be allowed to sully the reputation of the BBB by prominently posting on their website their membership with your organization. This implies that they will deal reputably with their victims-I mean customers when they clearly have no intention of doing so.

Desired Settlement: REFUND MY CREDIT CARD- WHICH THEY STILL HAVE ON FILE AND FILLS ME WITH FEAR THAT THEY WILL PERPETRATE SOME SORT OF IDENTITY THEFT WITH.

Business Response: Hello *** ******,

We apologize for the way things have transpired and would love nothing more than to fulfill your order. We do understand that this unit is needed to you as soon as possible, therefore the order needed to be cancelled. When we processed the refund, we were infomred by the bank that a chargeback has been filed and the funds have already been debited from our account. Once a chargeback is filed, the credit card company does not allow us to proceed with the refund. After reaching out to you recently, we are hoping that we are given the opportunity to compensate you so you are a retunring customer of Fumfie in the future. We believe better prices and better service make a lasing relationship. 

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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

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

 

I would like to close my complaint as my credit card company has informed me that the disputed charge case I opened has since been resolved in my favor against the proprietor.

 

Thank you,

 

*******

Sent from my iPad

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

Complaint: I placed an order for an LG washer/dryer combination on June *, 2014. My credit card was charged $1455.00 on 6/*/2014. I still had yet to receive the unit by 7/**/2014, so I contacted customer service. They stated that my order "should have" been shipped. They stated the unit would be shipped in the next week. By 7/**/14, I had still not received the unit, so I contacted Fumfie's again. They stated that the unit had been loaded on a truck the prior night, but an employee noted it was damaged, so they had to get a new unit. They asked if I wanted a different version which was in stock. I told them that I wanted what I had ordered. They had no explanation why no one called to update me on the status of my order. They said that I should have the unit by the following Wednesday (7/**). I told them that I expected a call before Wednesday to update me on the status. On Tuesday, July **** I had still not heard from the company, so I contacted them again. They said that the unit had not been shipped yet, but they were hopeful it might be on the truck on Wednesday evening. I told them this was unacceptable that I ordered the unit 8 weeks prior without receiving the product. I think told them that I wanted to cancel the order, and wanted a refund. Customer service stated that they would refund my money. On 8/*, the money had still not been credited to my account. I contacted customer service, and they stated that I should have received the money, but they would check with the billing department and call me back. By late afternoon, they had yet to contact, me so I called them back. The same representative stated that billing department had recorded they refunded my money, but he needed to get a transaction number. He assured me that he or his co-worker would get the transaction number and call me back this evening. I told him that skeptical I would receive a call back as the company had never called me back when they said the would. At of 11 pm, I have yet to receive an update regarding my refund. The funds have not been credited to account, and I have verified this with my credit card company.

Desired Settlement: Refund of $1455.00. I would also like yearly interest at 3% which comes to $7.28 for 8 weeks.

Business Response: Hello,

We apologize for any inconvenience this has caused but I do want to inform you that the unit has since arrived in our shipping facility. Although the refund has already been processed, if you have any interest in reinstating the order with our company, we can ship the unit on the next available trailer. Your order was refunded a few weeks away and the Refund Transaction ID was provided to you via email as well as over the phone. We have also given you a $25 store credit towards any furture order. We are happy to know that everything has been taken care of and we consider this matter resolved. 

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

8/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, i ordered washer machine by 5/**/2014 and today is 7/**/2014 and i still waiting delivery. I call them many times and costumer service promise me delivery every time which never happened.

Business Response: Hello,

Unfortunately the unit that was reserved for the customer was received damaged. We immediately ordered a replacement model for the customer and were awaiting it to land. The customer needed the unit as soon as possible, which we understand 100%. After processing the cancellation, our billing department processed the refund but received a notice back from the credit card company that a dispute has been filed and we can no longer proceed with the refund. According to the bank, the funds were already debited from ur account. Once a dispute is filed, we are unable to proceed with processing a normal refund for the customer. We do hope the customer gives us the opportunity to compensate them so they can be a returning customer of Fumfie in the future. We apologize for this inconvenience and look forward to perfecting the imperfect to make the shopping experience at Fumfie as easy as possible.

Best Regards,

Fumfie 

8/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/**/2013 I purchased a refrigerator from Fumfie. The purchase price of $2673.99 included the refrigerator ($2,299), delivery ($149.99) and a 5 year extended warranty ($225). The refrigerator arrived fine but I didn't receive any warranty information. I have contacted Fumfie via phone and email numerous times, and have been promised "it's in the mail" every time. Almost 1 year later I still have nothing. I no longer believe what Fumfie has been telling me.

Desired Settlement: I would like a refund of $225 cash. I would also be OK with receiving the 5 year warranty but I would want paperwork confirming it, and I do not want the company providing warranty service to have anything to do with Fumfie, whom I don't trust and will not do business with again.

Business Response: Hello *** *****,

We are pleased to have come to a resolution in this matter. There have been Warranty Registration Cards lost in the mail, which delays our customers from receiving their warranty information. We did make a special exception for *** ***** and registered the unit for him while also providing *** ***** with the Activation Code. We are working on registering the warranty for all of our customers to make the shopping experience at Fumfie as easy and pleasant as possibe. If any customer reading this has not yet received their warranty information, please call us at ###-###-####. We are here to help and look forward to your call. We consider this matter closed. 

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

7/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered a GE range and microwave on April **, 2014 for $2926.93 plus a delivery charge of $270, and have been charged on our credit card. To date, neither appliance has been shipped. We were given a tracking number, and every time we check it, the pick-up date is scheduled within the next few days.

Desired Settlement: We want the range and microwave delivered ASAP!

Business Response: Hello,

It was a pleasure speaking to *** **** and clearing up this matter. We will proceed with having this order delivered as soon as possible. *** **** has a direct connect to one of our Representatives as we want to make sure *** **** is updated every step of the way. We consider this matter closed. 

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have been speaking to the rep, ******, for weeks, and while very nice, we still do not have our range or microwave.  As of yesterday, June **, the merchandise has not shipped.  ****** said that they had sent me an email saying that the range had been damaged, but I never received it.  Furthermore, he said that since they had not received a response, they interpreted that as we were no longer interested in it, hence the delay.  If that were the case, then why wasn't a credit issued.  Bottom line is that they have my money and I have nothing except this hassle of trying to get my range and microwave.     
wer Here]


We will not consider this matter closed until we receive the NEW merchandise. ****** made a reference to waiting on a part!  When I questioned him about this, saying I do not want a range that had been repaired, he inferred that he misspoke.  We expect to receive brand new appliances and will accept nothing less.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response: Hello,

*** **** has since received the microwave and we do have confirmation that ******* is extrememly pleased with the unit. His range is on schedule to be delivered this Wednesday and we look forward to resolving this matter for *** **** as well as compensating him for any troubles. We do appreciate *** ****'s patience throughout this investigation. 

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  Note that it took 70 days to receive the merchandise from the day I ordered it, and I'm not sure it would have been resolved without your intervention.

Sincerely,

****** ****



 

7/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a refrigerator on May **. I was upsold a warranty (which I later learned I didn't need), in return I was guaranteed a 5-8 business day delivery guarantee. 12 business days later, I do not have my product, I do not have delivery notice or shipment confirmation of any type. I tried to contact the company on June * and they were closed for some random holiday. I could not leave a voice mail so I sent an email which was never returned. I called on June *** and was told someone from electronics would return my call and address my concern. No one called me back. I called back later in the day and spoke with *******, the person that took my original order. I told him my concerns and problem and he said he would "look into it and contact the warehouse" and get back with me within 15 minutes. 3 hours later I have not heard from anyone and I cannot get through to their company. I am aware of the multitude of complaints against this company for similar situations. I have no idea why they have an "A" rating !!??

Desired Settlement: I do not want to do business with this company and I want a FULL refund on my credit card immediately. They should not have an "A" rating, there are many complaints that remain unresolved. I expect this issue to be resolved.

Business Response: Hello,

We apologize for any inconvenice you have been through. When you last spoke to ****** on Friday, he informed you he will check into this and come to a resolution for you. That is exactly what ****** did. Your tracking number was being prepared on Friday, and is supposed to be automatically emailed to you by our computer system. Sometimes that email does go to the spam folder. Your order was shipped out today with AM Trucking and the tracking number was *******. As you can see by logging on to **************, the unit is currently in transit. We tried contacting you a few times today to compensate you for the delay. If there ever is a delay, we always go above and beyond to make things right. I understand when an order is delayed, it gets frustrating but we ask for you to give us the opportunity to make this right for you. Once again, you can check the AM Trucking website to see that the unit is currently in transit. We look forward to your response and coming to a swift resolution.

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The response from this company is way too late. My product was not delivered as promised, and they were closed the entire week my product was to arrive. I never heard anything from them. After finding multiple complaints about this company for very similar issues on the BBB website, I decided to cancel my order and not do business with this company. They agree to free express shipping if you purchase a warranty and then do not comply with shipment dates. There were complaints about damaged products being shipped, incomplete or wrong items shipped and the customers were having a very hard time getting refunded. I want no part of that.
When I finally got a hold of this company, when they decided to open, I called twice and no one called me back when they said they would. I told ******* to leave me detailed message as to the status. He called me back 5 hours later with no message. When I returned the call, they were already closed. I'm not going to play games. I canceled the transaction and I'm done with this order.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Business Response: Hello,

We apologize for any inconvenience this has caused and our goal is to make sure our customers are completely satisifed. Unfortunately an unexpected delay occured whcih pushed back the delivery date that you were originally told. Anytime a delay occurs, whether the delay is 1 day or 4 days, we always make it our business to compensate the customer. We tried compensating you many times to make things right but were not given the opportunity. We are on our customers side and do eveerything in our power to get every order to our customers as soon as possible. We have many things that we can compensate with, like warranty, gift cards etc...When the order was cancelled, we went ahead attempting to refund the customer but was unable to beause a chargeback was filed. I understand how frustrating it can be to be without an appliance for a few days after originally anticipated but in the small event that this does occur, Fumfie always makes it our business to make things right. We would love the opportunity to compensate **** **** for any inconvenience this has caused even though her order has been cancelled. Please give us a call at your earliest convenience so we can work on compensation for your troubles. 

Best Regards,

Fumfie

6/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a camera online. The following day a sales rep contacted me and used pressure sales to upgrade to increased memory, warranty, and price. He then told me my card had been declined, and asked me to call my bank to approved. I recognized I had bowed to pressure and asked the sales rep to put a hold on my transaction until I contacted them. I went to my bank and no rejection of my card had actually occurred. There was no indication per my bank that a charge had been attempted. Feeling uneasy about the situation, I cancelled my card. Approximately an hour later, an invoice for the sale of the camera came through to my email indicating that the company had attempted the sale, including upgrades, despite the fact that I had not given them permission. Fortunately, the card had already been cancelled so they sale was declined. I later sent an email stating I was uncomfortable with the interaction with the sales associate, no longer trusted the company, and was cancelling the order.

Desired Settlement: I would like written notification from the company that they have received my email and that they have cancelled my order.

Business Response: Your order came in on May ****, You had agreed to purchase additional accessories. The charge was attempted twice on the ****, as shown here:

Amount of $
907.89 at
**** ********** ******* ********* **** *********** *** **** ********* ************ ********* *********** *** ********** *** ********* * ******** *********** ** ************ *** ********* * *** ******

Amount of $
907.89 at
**** ********** ******* ********* **** *********** *** **** ********* ************ ********* *********** *** ********** *** ********* * ******** *********** ** ************ *** ********* * *** ******

Then again on the ****:
Amount of $
907.89 at
**** ********** ******* ********* **** *********** *** **** ********* ************ ********* *********** *** ********** *** ********* * ******** *********** ** ************ *** ********* * *** ******

You had sent your email to cancel on the ****, i do see your email, however we were backed up with emails and did not get to it until after you had cancelled the order with James, your salesman on the ****. That is why we had attempted to put the charge through again on the ****. Sorry, this was an honest mistake, we are not sure why you don't believe us that we attempted to charge you but your card did not go through. If your card company did not show a charge attempted to be made, then most likely the card number was entered in wrong at the time of purchase. Not sure why you do not trust us.
You also received an email when you had cancelled the order, showing the order had been cancelled.
To verify for you, this order is still cancelled and was never charged.

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SUMMARY: Placed order for TV and shipping insurance in the amount of $2,794.00. Fumfie charged credit card on Monday 5/**/2014. On June *, (one week later) Fumfie call us and stated that they could not ship to Amarillo, TX and would have to cancel the order and credit my credit card. They stated that my credit card would be credited by COB June *. It is now Tuesday, June **, and my credit card still has not been credited in the amount of $2,794.00 Between June * and June **, I have contacted Fumfie 3 additional times and each time they promised that my account would be credited by COB that day. It appears that Fumfie is being allowed to commit miss-representation, fraud, or theft under false pretenses on consumers by taking orders that they likely knew from day one that they were going to cancel due to address being out of shipping area, and charging credit cards with deliberate intent to have beneficial use of funds for an extended period of time through a series of delay tactics. I still have not received a credit on my credit card for the order that Fumfie canceled. EVENT CHRONOLOGY: On Sunday, 5/**/2014 I placed an online order with Fumfie for a TV (Order #****** in the amout of $2,595.00 On Monday, 5/**/2014 I received an email from Fumfie representative *****, Ext *** stating to contact ***** for further processing of my order. On Monday 5/**/2014 I contacted *****, Ext *** and he indicated that they needed to charge me shipping insurance to my order in the amount of $199.00. He also attempted to sell me an extended Warranty for the TV. I accepted the charge for the shipping insurance, but declined all attempts to sell me an extended warranty for the TV. On Tuesday, 5/*** 2014 I contacted *****, Ext *** and asked if my order shipped and if I was going to get a tracking number from the shipping company. He assured me the order had shipped and stated that because it was going by a freight company that I would only get a call the day before delivery from the freight company and that I should expect my order in 7 to 10 days. On Tuesday 6/*, 2014 (one week later) ***** from Fumfie call our house and stated that they were going to have to cancel the order as their carrier could not ship to Amarillo, TX. When my wife asked ***** why it took him a week to notify us that Fumfie could not ship to Amarillo and ***** alleged that I had given a different address as the shipping address. No such questions about shipping were asked and a invoice confirmation clearly shows identical billing and shipping addresses. My wife called me to tell me the news. I contacted ***** with Fumfie on the same day and stated that they need to credit my credit card immediately so that I could re-procure the TV from some other business. He assured me he would take care of it that day. On Thursday, 6/*/2014, I contacted Fumfie again. ***** was busy, so I talked to another sales representative about the lack of action in crediting my credit card. He also assured me that it would be taken care COB that day. On Friday, 6/*/2014, I contacted ***** with Fumfie again and he stated that he would immediately take care of it and get my credit card credited for the canceled order. On Monday, 6/**/2014, I contacted ***** with Fumfie again as there was no pending transaction of a $2,794.00 credit to my credit card. He immediately transferred me to ***** @ *** ***? with Fumfie Customer Service and he stated that they had to manually enter the credit in the system and that he would have to get management approval to credit my account. He assured me it would be taken care of immediately. On Tuesday, 6/**/2014, I have checked my credit card account to see if there were any pending credit transactions in the amount of $2,794.00 from Fumfie. There has been no pending credits posted to account. Fumfie continues to provide lip service with no follow through to credit my credit card account for a TV order they canceled.

Desired Settlement: Immediate refund to my credit card in the amount of $2,794.00 as Fumfie canceled order. Fumfie has been in business since 2009 and is not new to supply chain management in shipping products all over the U.S or at least knowing what areas/towns their shippers deliver too. There is an industry expectation that Fumfie had superior knowledge of their ability (or inability) to ship to Amarillo, TX prior to charging credit card. It is also desired that Fumfie be investigated for deliberate miss-representation, fraud, or theft under false pretenses as there appears to be a history and repeating pattern of this practice.

Consumer Response: Better Business Bureau:

I have not reviewed the response made by the business in reference to complaint ID ********  as they took care of issue before receiving a response.  The matter has been resolved.   Fumfie has finally credited my account 2-1/2 weeks later after charging my credit card and then canceling order as they could not ship to Amarillo, TX.   Fumfie was slow in processing the credit back to my card.

Sincerely,

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



 

6/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Three appliances were ordered on 4/**/2014 and credit card was charged on 4/**/2014. Nothing has been received by the buyer. Sent an email on 5/**/2014 to ask for shipping information and got back from sales representative that he should have the tracking information available by the end of that day. Nothing happened after that day. Sent email again on 5/**/2014 and was told that he should have the tracking number shortly. I called the sales representative in the evening on 5/**/2014 and he promised to send the tracking number to me before he left. I have not received any tracking information.

Desired Settlement: If my order can not be shipped, I'd like to have a full refund. Their BBB rating needs to be brought down a lot. I placed order with this company as it has a A rating from you!

Business Response: Hello,

We apologize for this delay and we will be shipping all units on the same order to save the customer any inconvenience of needing to be home for two separate deliveries. This order is scheduled to ship in full this Thursday night. We will send the detailed tracking information this Friday. We appreciate your patience and hope you have a wonderful rest of the day.

Best Regards,

Fumfie

6/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently purchased a Nikon D5300 camera from Fumfie. Date 3/**/2014, Received on 4/*/2014. After I received the Camera I went to the Nikon Website to register my brand new camera. The website could not detect the serial number. I called up Nikon customer service and they confirm it is from the GRAY Market. Gray Market products have no warranty. Next day i call up the Fumfie customer service, The customer service professionals receive the calls and try to persuade me to keep the camera saying the camera is brand new and that "They will provide Warranty to the Product" I then decided to send back my camera back. The camera was sent back. I reviewed the website online on **** and Reseller Ratings and CNET Website. After they saw the bad reviews that I gave them. They are not returning me my money back. They have help my $276.99 back and they threaten me by saying they will only return the money if the comments are removed from the websites. I am feeling mentally harassed by these people. Their products are not good. I hope to get back my rest of the money. I really had the worst experience in my life with Fumfie. I am MENTALLY DRAINED by the HARASSMENT. I also have recordings of all my calls and I am willing to go further and file a case against them. Hoping to get my money back!!!! Primary Nature of Your Complaint could only pick 1 complaint: But given an option I would select all these below: 1. An Advertisement misrepresenting a product 2. An advertisement that failed to disclose all the conditions required to take advantage of the offer. 3. The company failed to honor a verbal commitment to provide refunds, exchanges or credit 4. A Sales presentation with unethical sales practices

Desired Settlement: Refund remaining money of $276.99

Business Response: Customer called and we accepted their return, The web site was clear that the product comes with a 1 year warranty, any manufacturer warranty issues they will have to contacts us during their first year of ownership and we will take the product back and have it repairs or replaced under manufacturers warranty. Customer did not want the product, and decided to return the product for a refund. This was treated as a standard return. Please close this case as any refund that might be processed can no longer be processed by us, this case is now out of our hands, because there is a dispute on the customers credit card purchase. The bank will have to work it out with our credit card terminal. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[The merchant's response towards the issue is totally baseless and wrong.
Firstly, they advertised incorrectly and they make sure that their website does not show where the warranty is from. They tell it only after the order has been accepted. 
If you look at their website, their website does not even tell that the products are NOT GENUINE. They try to trick the people by not telling all these and keeping all the facts.

As far as the Credit Card Dispute is concerned: I obviously filed a complaint to the credit card since they said they will not be giving me back my money during my 1st call which was on April *******, 2014.

This should not be a reason for Fumfie not to return me back my Hard Earned Money.

They should obviously learn to earn money Fair and Square and not play with people fraudulently. 

Their rating on BBB is A. Even after so many complaints from Consumers. They should obviously be demoted to B- or even C-. 

Thanks and Regards
******** *

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Every product we sell is 100% Genuine.
Those claims you stated in your response are completely unfounded, they are
slanderous and libelous. Please be very careful.

I am sorry, but I think you are misunderstanding what the points our
representative was trying to relay. As our web site states on every product
listing page, a 1 year limited warranty accompanies each product we sell and
ship. If you had any questions regarding the warranty you were certainly
entitle to do so and we would have been extremely happy to answer.

Authorized dealers are required to sell their products at Manufactures
Suggests Retail Price. This is the main reason why
customers shop with us, because of our rock bottom prices. We are not an
authorized dealer, as evidenced by our below MSRP pricing.  We offer discounted prices to customers
because this industry can get quite expensive when upgrading and purchasing
equipment.

Most manufacturers don’t mind their products being bought below MSRP and
will cover all terms of the manufacturer’s warranty, no matter if they
purchased from an authorized dealer or not. The reason why we offer the
customer to come directly to us for their 1 year limited warranty is to give them
the added coverage should the manufacturer decide to not cover their warranty. We
want to be there to protect our customer’s best interest.

We have even caught manufacturers completely lying to our customers and
persuading them to return the product to us and then directed them to go buy
from an authorized dealer near them. These manufacturers tell customers that
even after the first year’s manufacturer’s warranty is up they still won’t take
this customers camera in, even for a paid repair. You can confirm for yourself
that is a lie by calling up any of authorizes service / repair centers in your
area. These centers can be found on the manufacturer’s web site under service
and repairs. They will in fact work on the product if it needs to be repaired.
You will be pleased to see that they will work on your camera.

There was absolutely nothing that was misrepresented on our web site. The
product had indeed been returned and was already refunded. A 15% restocking fee
was assessed as state in our policies for all returned merchandise.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[The reason I am rejecting the business' response is because their response is completely false and baseless. They are still trying to mislead the general public by posting comments like saying the Manufacturers are not allowing the consumers to buy from their website. The products are not GENUINE!

Coming Back to the Policies:
If you see this link: **********************************************************************************************************************
there is no mention of their policies and anything related to why the product is cheap or whether the warranty is from them or the manufacturer. 

The need to change that and not mislead the public. 

I am not sure why BBB is not changing their credit ratings after all these complaints from the consumers.

]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a stove and a microwave online from FumFie 1/*/14 order *****. The total was $1659 ($1399 for the stove, $260 for the microwave, free shipping). The stove was wrong, my mistake, so I called and ordered the correct stove on 2/*/14 order ******. This order shows the return shipping for the wrong stove. The new stove is delivered and the old stove taken by AM Trucking on 3/**/14, Bill of lading *******. I assumed it would take some time for the stove to be returned to Fum Fie and the refund made to my credit card so I waited until 4/*/14 to check the status. All of my conversations have been with a gentleman named ******* ****** told me on 4/* he would check and call back, he did not. I called on 4/**/14 and was told he would check with the warehouse and call me back, he did not. I called on 4/**/14 and was told the stove had not been received yet. I called on 5/*/14 and was told the warehouse says it is will be back on Friday 5/*/14 or Monday 5/**/14 at the latest and was promised a call back.....which I did not get. I called on 5/**/14 and was told the stove was still not shipped back, but he was checking on it daily and would call me back that day.....he did not. On 5/** I called AM Home Delivery ###-###-#### and spoke with ******* and he said the stove was received by AM in California on 3/**/14 and was shipped to New York but I would need to speak with AM's New York Office to see what happened from there. I spoke with **** with AM in New York and she said the stove was delivered to Fum Fie's warehouse on 4/*/14. I called ****** at Fum Fie and he says he still has no record of the stove being returned and "these things take time, the shippers sometimes hold onto them for months." He said he would look right into it and would call me back today. It is 5:30 PM in New York and I have not received a call.

Desired Settlement: I would like $1399.00 credited to my credit card

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** *****



 

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered and paid for refrigerator April * they informed 3 week delivery called April **** they informed me they issued tracking number waited another week called trucking company they informed me never was shipped from Fumfie. Called Fumfie spoke with ****** the whole time nothing but lies from him. On May **** I canceled my order and demanded a refund, still no refund $2,367.07.

Desired Settlement: That they are forced to close and not swindle any more customers.

Business Response: Hello *** ******,

We do apologize for any inconvenience *** ****** has gone through and our goal is to make sure all of our customers are completely satisfied. We have spoken to ********* this past week and informed him that his refund would be taken care of by 5/**/14. We kept our promise and refunded *** ****** on Friday 5/**/14. *** ******'s refund transaction id is #**********. We consider this matter closed, and we hope that *** ****** will give us a second chance in the future to show him the company we truly are.

Best Regards,

Fumfie

5/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Nikon product purchased turns out to be what is known as a "Grey Market" product. Fumfie turns out NOT to be an authorized distributor of Nikon products.....lead to believe they were. CS Representative went on to tell me how I was misinformed and did not understand the dynamics of their services and that this is why they (Fumfie) could offer lower prices....by getting products imported and not the USA Warranted products. This is unacceptable to me...I am a professional photographer and a first time (last time) purchaser from Fumfie(

Desired Settlement: ONLY a USA WARRANTED (five year) product and NOT a GREY market product.

Business Response: The fact that we are not an authorized dealer is no secret. We sell below MSRP and that is specifically why our customers shop with us, because of our attractive pricing. Authorized dealers are required to sell at MSRP. If there is ever a product sold below MSRP, you are not purchasing from an authorized dealer. This camera has now been professionally used for 3 months. Over 1000 photos have been taken with this camera as mentions on the phone call with our representative. Our web site is specific in stating you are covered under a limited warranty, and that still is the case. A customer service representative will be contacting you shortly to follow up on this complaint.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

This complaint has not been resolved. I did receive a response from Fumfie, first admonishing me for not know that they sold grey market product, and they offered for me to return the product and they would inspect and get back to me with a potential return allowance. First off there is ZERO chance that I would trust them since they were deceptive to begin with and secondly, I cannot be without my camera for any unknown length of time.

 

The only acceptable remedy is that I receive an original (USA MFG) Nikon D610 with the 5-year warranty and I will immediately return the 'copy' import to Fumfie.

 

Regards,

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
******* ******




 

Business Response: I am sorry, but i think you are misunderstanding what the points our representative was trying to relay. We are not an authorized dealer, as evidenced by our below msrp pricing.  As our web site states on every product listing page, a 1 year limited warranty comes with every order, this warranty is covered directly through us the seller. The reason why we offer the 1 year limited warranty is because the manufacturer covers their own warranty, only when purchased through authorized dealer. Authorized dealers charge higher prices and are required sell sell at MSRP and not below. This is the main reason why customers shop with us, because of our rock bottom prices. We offer discounted prices to customers because this industry can get quite expensive when upgrading and making equipment purchases. The manufacturer wants their product sold at higher prices and only cover the warranty when the product is bought at msrp and from an authorized dealer. that is why upon submitting any warranty they want a copy of the invoice showing proof of purchase. We have caught this manufacturer in many lies to customers, trying to get the customer to return the product to the merchant they bought from and directed them to buy from an authorized dealer. This manufacturer ever said to customers that even after the 1 year manufacturers warranty is up they will still not touch the camera for a repair. This was another lie that was misinformed to customers, you can call up any authorizes service / repair center in your area and ask them, if after my 1 year warranty is no longer valid, would they work on the product if it needs to be repaired. You will be pleased to see that they will work on your camera.

5/22/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ORDERED SONY KDL-70R550A 4/**/14, THEY CHARGED MY VISA $2028.95.ORDER NUMBER *****. SAID WOULD SHIP IN 2 DAYS. TODAY I CALLED CUSTOMER SERVICE ******** EXT ***. THEY COULD NOT EXPLAIN WHY IT HAD NOT SHIPPED. THEY SAID THEY HAD THE TV IN STOCK AND PROMISED THEY WOULD HAVE THE FREIGHT COMPANY PICK UP TODAY(5-*) PLUS INCLUDE A COUPLE HDMI CABLES FOR DELAY. NOW I RECEIVE A E-MAIL THAT THEY CANCELLED MY ORDER. THEY HAVE MY MONEY AND I WANT MY TV. THE ADVERTISED PRICE WAS $1879.95, BUT THE SALESMAN TALKED ME INTO INSURANCE FOR $149 TOTAL $2028.95.

Desired Settlement: SEND ME THE SONY 70" KDL-70R550A R550 THAT I HAVE PAID FOR ASAP.

Business Response: the product was shipped via freight company, the web site where you can track the shipment is ****************** the tracking number is *******. It was picked up on 5/* and is currently on route to you. The insurance was required to pay since this size tv needs to be shipped freight and should it be damaged, this ensures a replacement will be provided.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[I HAVE NOT RECEIVED THE TV ]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: As confirmed by the delivering freight company with the customer the tv's delivery is scheduled for 05/**/14 between the hours of 13:00-17:00.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

5/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: The new refrigerator that we ordered (7/**/13) arrived damaged (8/**/13). Spoke with company and sent pictures on 8/**/13. Despite numerous phone calls to the company they still have not made the repair. I requested that they just pick up the product and refund my money and they refuse to do that as well. This process has been going on for five months and still no results! The last communication we had with Fumfie,we were told that a new door was ordered and would be there to be installed in two weeks. That was approximately 2 months ago! We wish to have the refrigerator returned with a full refund now. We are done dealing with this company.

Desired Settlement: We want a refund and they can pick up the product.

Business Response: Hello,

 
We apologize for the delay. The door has finally arrived after an unexpected delay. We will get in touch with the customer to schedule the delivery date for the door.
 
Best,
 
*********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# **********, and have determined that my complaint has NOT been resolved because:

We have been told that numerous times and nobody ever calls back or follows up.  This process started 6 months ago and we have lost faith in the company.  We would like them to refund our money and come pick up the product.  

 

 

 

 


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *********, and have determined that my complaint has NOT been resolved because:

Not resolved because we asked for a refund and return of the refrigerator after the absurd time period they have taken to respond. In fact, I believe they would have not ever sent the door had we not contacted the BBB.  Obviously, Fumfie has no intention of honoring our wishes.   Even worse, the replacement door was delivered to our house on March **.  It was delivered an hour later than what was scheduled and caused major chaos for getting children to school.  The crew didn't know how to change out the door after trying for 40 mins.  The old door had to be reinstalled and the new door was returned to the box and left in my kitchen.  I was told to make yet another call to Fumfie to schedule a service person to come out and change the door. Did Fumfie not know that the delivery crew wouldn't know how to change out the door?  How is this?  A skeleton door was sent so all the parts off the old door would have to be removed and placed on the new door.  My frustration level has exceeded the limit. The new door remains in my kitchen and I will have to make more calls to arrange this service call. I have lost count of the number of calls placed since this began.  Once again, I am asking that all of it, old and new, be picked up from my house and my account credited.    This is the most pitiful excuse of customer service I have ever encountered in my entire life.   

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: Hello,

This matter is currently being investigated and we look to come to a resolution shortly. We have no reason to hold back from shipping a replacement door, as our goal is to make sure our customer's are completely satisfied. The typical time frame for a replacement door to arrive at our warehouse is 2-3 weeks. For some reason, the manufacturer took a lot longer to get the replacement door to our facility. We continuously followed up with the manufacturer but were told " it should arrive shortly". In regards to the trucking company, we have shipped replacement doors in the past and have never come across any issues. We hope to have further updates over the next few business days. 

Best Regards,

*********

4/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: At the end of August, we ordered a GE Profile slide-in induction range and matching GE Profile microwave oven. We are rebuilding a home in our town and are staying with relatives until the home is done. The delivery was scheduled for the relatives' home. Fumfie did not provide a tracking number or delivery date. My husband called and was told that it had been shipped, but there was no delivery date given. The delivery company called the day of delivery (we do not remember the date) and gave a time. Both my husband and I were out of town on business and his elderly mother accepted delivery of the stove directly to the garage. My mother-in-law said she signed a tiny screen and did not see what was supposed to have been delivered. She did not get a copy or printout of the delivery manifest. They closed and locked the garage immediately after the delivery company left. I realized, when I returned, that the microwave box was missing. My husband called on 9/** to report that the microwave had not been delivered, and Fumfie was closed until Monday(this was Sukkot, a Jewish holiday). After several telephone calls, a manager at Fumfie told my husband that someone had signed for it, and that was it. We are still trying to get resolution. Without a manifest, there was no way that my mother-in-law would have known that there should be two boxes rather than one. We assume that the microwave was placed on a delivery truck in New York with every intention of it being delivered at our end. We have never ordered something that we did not receive and trust that a business with a BBB "A" rating will make sure that its subcontractors are competent. We want to assume that the delivery company also acted appropriately, that the microwave box just got moved to the back of the truck and was missed, or was errantly delivered somewhere else. At any rate, we assume that it was just a mistake on their part. We are frustrated that we are out more than $400, and that Fumfie is not willing to accept any responsibility whatsoever for the fact that we did not receive our microwave. desired reslolution: Replacement

Desired Settlement: We believe that this should be a matter between Fumfie and their shipping service. We would appreciate it if he folks at Fumfie would acknowledge that there could have been error PRIOR to the delivery or AT delivery, and not just assume that we are the ones at fault. Find the item and make sure it is delivered As a nurse, I know that in the operating room, we have a "time out" to make sure that we have the right patient, the right site, etc. If there were such a thing for delivery, then this would not have happened. The fact that we did not receive a copy of the manifest makes it all the more frustrating.

Business Response: The only proof regarding this claim is the Bill of Lading which is attached is evidence.  The bill of lading shows the model numbers for both items accepted and signed for as delivered by the recipients agent who accepted the delivery for them. Sorry, but there is nothing we can do since the shipping company says the 2 boxes were delivered.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

The "signature" on the bill of lading was hand written in by the delivering company.  **** ******** did NOT receive the merchandise as he was not present, **** ******** signed for it.  Nowhere on the screen that she signed was there ANYTHING stating that there were two packages that came off the truck.  The only thing there was room for on the screen was the line that she signed.  She DID NOT receive any sort of a copy or a receipt of her acceptance. 

We DO NOT accept the delivering company's bill of lading as the signature on the bottom could not possibly have been **** ********'s.  We consider this a forgery and an attempt to defraud.

Again, we went with Fumfie in part BECAUSE of their "A" rating with BBB.  We are disappointed that you just assume that the company is in the right and the customer is wrong. 

Please imagine a patient going into an operating room, the surgeon tells the nurse to prep his right foot for amputation, and when she says, "It's his LEFT foot that needs amputating," and having the doctor tell her, "I am the doctor, I know what is correct."  Just because the doctor "knows" doesn't make it right, and the person who points out the discrepancy should be rewarded, not told "you don't know anything about this."

This is a $425 microwave.  It may not be a lot to Fumfie, but it is a lot of money to us.  When we look at the positive reviews online, we have to wonder if they have been written by (or at least prompted by) Fumfie itself.  As honorable people, we also expect those with whom we do business to be honorable.  We expect Fumfie to replace the microwave that we never received or at least to come up with a PLAUSIBLE reason for not doing so.

Sincerely,

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




 

Business Response: Hello,

After receiving approval, the check will be mailed out to *** ******** this week. We appreciate ***********'s patience throughout this investigation. We now consider this matter resolved. 

Best Regards,

Fumfie

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

4/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have ordered my camera on April ** and I paid 14.xx USD for 3-5 days shipping, I didnt get any response from them for one day after that I called them through customer care number and I got the response like they are off for two days (nowhere mentioned on the site of these holidays). I called after two days and asked them to ship as early as possible. I have ordered on April ** 2014 and I got the product on April **, 2014with additional charges of 14.xx USD. My Order Number is: 63646 The product which I got is not new and I is a Opened box. They mentioned in the site as "BRAND NEW AND IN STOCK" The camera and the Lens was completely opened and the lens was out the lens box. I am seeing some of places in the camera got cleaned up with solution or something. I am totally unhappy with the product and the way of they deliver it to the customer.

Desired Settlement: I need a Box pack as they mentioned in their site as "BRAND NEW AND IN STOCK" or I need refund.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

4/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Fumfie sent me a defective lens---it took 3 pictures on first day of use then failed. I had another lens to use with my camera and my further attempts at getting the defective (refurbished) lens to work were unsuccessful. I requested and received an RMA and returned it to them for a full refund on this defective item. After several emails and weeks went by without any credit or contact, I contacted them. They then issued a $390 refund instead of the $459. They said they kept the $68 as they decided lens was working. They did this without notifying me of this.I just happened to see it on my statement weeks later. Why would I go through all of this to return a lens that was working-which it was not!! This is not very professional service. I have had to buy a replacemnt lens from another (more reputable) vendor. I requested them to return the $68 they kept and they refused. Perhaps you can ask them to do the right thing? They understandably have many bad reviews online(see yelp) but on their website show the BBB "A" level of good business conduct which they are not doing & are holding you outas proof of their professionalism, which then cheapens the BBB name & reputation. Thanks for your help.****

Desired Settlement: Refund of the $68 that they kept of my $459 paid for the defective lens that I returned.

Business Response: We had gotten the lens back and tested it with a panasonic gf3 for over 10 min and it focused quickly every time. There were no issues as the customer stated. We do get returns from customers stating there is a defect with the product they received and turns out there is no problem with the product at all. Sometimes this happens when the customer did not know how to use the lens and sometimes this happens when a customer wants to try to get out of paying the standard restocking fee and shipping costs which are not refundable for regular returns. If a product is defective those fees would be waived and we would ship the lens back to the manufacturer for replacement, but there was no problem with this lens and it had to be put back into stock and sold as used, the value of this product has now been brought down because it has been used and is no longer wanted. The customer agreed to all policies before making the purchase.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Their response is entirely unsatisfactory. The lens was defective and failed after only a few photo's. It was represented as a "Refurbished" lens so perhaps this is the same defect that it was refurbished for. Their representing that the lens was not defective after only a few minutes testing on a different camera is inadequate to find an intermittant defect as was present in this lens.

their characterization of my motives as either incompetent or deceptive is also wrong. I am experienced in photography and was able to switch out that lens with another lens from same manufacturer and found only their lens was defective so I am not incompetent. Moreover the charactetrization as deceitful is also wrong and a low blow. As I submitted proof to you, I had to buy this same lens from someone else subsequently as I needed the lens & would not go thru all the expense and time to contact them, ship it back to them at my expense and then have to wait for weeks after I returned it before any refund was issued and only after repeated emails from me. Moreover, not informing me of the $68 deduction from my refund was underhanded of them.

I would appreciate it if they would issue me a $68 refund as a complete refund of this defective lens, returned under RMA upon first use of camera. That is the only right thing to do under the circumstances.

I read initially on yelp and elsewhere many negative reviews of this business, but thought that the later reviews showed an improving trend. I can see however that they don't stand behind their merchandise and are hostile to their customers with their underhanded practices. **** *****


]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
**** *****




 

Business Response: Reference # **************
Amount 68.85

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** *****


 

4/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The television I recently ordered from this company was listed at $849.95 w/Free Shipping. My invoice also states that my total for this order is $849.95. Today, I was instructed via email to call this company to process my order and, upon doing so, I was informed that I would have to pay $99 for “shipping insurance”. The advertisement was $849.95 w/free shipping. If I am to pay an additional $99 for shipping insurance, then the shipping is no longer “free” as advertised. The individual I spoke with said the insurance cost was stated in their policies, but again, paying for shipping insurance constitutes paying for shipping.

Desired Settlement: To advertise free shipping on your website and then later (via phone) attempt to charge a substantial amount for the service is not only scandalous, but it is false advertising. The company should honor their free shipping advertisement, or remove it from view. To resolve this issue, I want my television shipped to me, with insurance, for the advertised price of $849.95.

Business Response: Our policies state "We are responsible for the monetary value of the merchandise only. All cost associated with insuring shipments for orders contain cameras and camcorders are include in the total price of the product. Costs associated with insuring shipments for anything that goes freight are not included in the total price of the product. Insurance for oversize items going via freight shipments must be paid for in addition to the cost of the product itself." These policies were agreed to by the customer when placing their order. The order was never charged, the customer requested us to cancel this order, so we did. The cost of shipping is a separate from the cost of insuring the shipment. There is nothing more that we can do for this customer. Our policies are specific and can not be made any more clear.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ***********, and have determined that my complaint has NOT been resolved because:

 

1. Something much more evident was agreed to when I placed the order for the television and that was the statement on my invoice which stated:

 “Total Package Price (including handling and insurance): $849.95

Furthermore, there was:

Total Order Price: $849.95

Again, this business falsely advertised this product.  The above excerpt from my invoice specifically details that my order, including insurance, will cost me $849.95.  The invoice containing the above information is attached for review.

2. I did not solely request that my order be canceled.  Initially, I requested that I be sold the item I ordered as advertized ($849.95) and not be charged any extra costs.  I specifically stated this to ***** when I spoke to him over the phone.  He then told me that he would speak to his ******* and see what he could do.  I ended the conversation by reassuring ***** that if I would not be sold the television for the amount that was advertized on the website, and coincidentally, the amount that was on my invoice (please reference above) to cancel my order.

3. ***** says there is nothing more Fumfie can do for me, but this is untrue.  This organization can accept the fact that they intentionally misled me by providing false information on the invoice and claims to “free shipping” when they later attempted to charge “shipping insurance” in the amount of $99.  I would like the television for $849.95 as advertised and as my invoice stated.  My request for an honest transaction “cannot be any more clear.”

Respectfully,

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

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# **********, and have determined that my complaint has NOT been resolved because:

 

It was actually somewhat difficult to understand this message from Fumfie, but my attempt to decipher it’s intent has led me to believe they are again attempting to fall back on their crutch, stating that their “policy” is so clear.  This “policy” was nowhere in view during the checkout process.  You advertise “free shipping”, which in the customers mind means it will arrive free of charge.  However, prior to sending out the order you email the customer and instruct them to call Fumfie where they are privileged enough to speak to some ill-mannered customer service agent who attempts to charge nearly $100 to have your order sent out—nothing about this is “free”!  If shipping insurance is required to be paid, but you are attempting to make the customer pay for it, you cannot advertise “free shipping”.  In my case, you did this and now I want what I ordered and what was advertised.  If you charge for shipping make it known during the checkout process, do not attempt to hide it within the fine print. 

Fumfie stated clearly on my invoice that they intended to charge me $849.95 for the television, shipping, and insurance.  This did not happen because they refused to honor their advertisement and honorably execute the shipment of my order.  They deceive their customers, and worse, they do nothing to accommodate their customers when they are unhappy with the lack of service they were provided. 

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

 

 

 

 

 


Sincerely,

Jarrod White




 

Business Response: we can not take responsibilities for our customers skipping over an not reading the policies that they agreed to by placing their order with us. this order was never charged and payment never went through. Therefor a contract for sale was never a completed. Please consider this case closed. If customer would like to complete their order as our policies state insurance is a required charge on large items shipped via freight.

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a DSLR camera, order number **, then returned it returned order ***($831.89). I explained that I need a longer recording time than what the camera offered. The person told me that there would be no restocking fee if I ordered another product, and if it was in the original condition. I ordered another camera, order number ***for $929.94. I should have been charged $116.05 for the difference, but was charged $280.84 ($164.79 too high). I called to find out what happened. I was told that I was charged a restocking fee because of the condition of the camera. He said it was "very used," and "thrown into the box." This is not true! I babied the camera, and packaged it as carefully as I could. The salesman said things like "the camera strap was still attached and some of the bags were missing." Absolutely true. But, how is "very used?" All the boxes were present, and the camera was in brand new condition. I only had it a few days, and there was not even a bump on it. When I was told that I would not be charged a restocking fee, the salesman KNEW I had opened it and assembled it. When returning things to any store, I have never had anyone complain that it was missing a piece of plastic. He was incredibly rude and argumentative. It is also bad business practice that I had to call to find out why they charged me as much as they had.

Desired Settlement: I want the $164.79 restocking fee refunded to me.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID **********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********



 

3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please allow me to make it clear, this case is not about a Defective item. This case is about an incorrect item inside the box, and the store refused to take it back. I bought a $2000 lens for my son as a gift. Upon opening the package, my son noticed the lens is not a real lens. It is a lens cup which has the appearance just like a real lens. But it is not. The whole unboxing process was recorded since my son was so excited about the new lens. He wanted to share the unboxing video with his fellow photographers. Fortunately, the video was recorded uncut and there he has the video to prove. After sending a couple emails and pictures to the store regarding this issue, I received a phone call from the store customer representative. The CSR was rude and unable to help to resolve the issue. He wanted to file an investigation with UPS, and UPS will contact me to come to my house to take a look at the package. I said no, I do not have time this week. The CSR kept saying that I have to make time. I offered him to ship the package back to the store and he would have the package to investigate. He refused and hung up the phone. All I want at this point is to return the package to the store, then the store would have time to file an investigation or anything that makes them happy. I am a customer and I do not want to go through all the hassles. If you are a person from BBB, please review this case and contact the store on my behalf to solve this issue. I really appreciate your help. If you need more information, please contact me the the number I provided. I give permission to my son to talk about this issue since he knows everything about this. Thank you and have a nice day.

Desired Settlement: I wanted to receive a placement; however, due to their poor customer service, I would take a refund to my credit card. I DO NOT trust this store anymore.

Business Response: We had shipped out a Canon EF 70-200mm f/2.8L IS II IS USM LENS with Serial number **************************. This customer is unwilling to cooperate with this $2000 fraudulent investigation. This investigation cant not be carried out properly if this shipping box was shipped to us and if this customer is unwilling to COMPLY with the UPS investigations department than there is nothing FURTHER that we can do to assist the customer. It is extremely convenient and somewhat strange that video was taken at the time of the claimed"unboxing", however it had not been sent to us for review. However, even if we received the video this wont change the fact that the recipient could have opened the box from the bottom and replaced the product we sent with a different item. If this was done than the top of the box looks unopened perfect for an "unboxing" showing an item that would appear as being received was incorrectly shipped out. We do not commit fraud, we are a reputable company. We do not carry this product that this customer claims they had received from us (a coffee mug). We asked this customer for evidence to assist us in our own internal investigation like, a copy of their purchases from marketplaces like **** and ****** and any other marketplace, e-commerce or retail purchase, however they were unwilling to comply again. If this were to go to court we the burden of proof would be on the customer and we would seek discovery and ask for more evidence to prove beyond a reasonable doubt that this customer is not perpetrating wire and mail fraud. If this customer is unwilling to to comply with all aspects of the investigation into this matter than please consider this case closed. Thank You.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

WOW! What kind of business is this. A business that blames the fault on their customers. Please allow me to make it clear, originally, the "unboxing" video was recorded for Youtube purpose. My son was so excited to receive this lens; he wanted to share with his fellow photographers. That is the whole point. If the business can think of the way to open the box from the bottom and exchange the item inside, well, this business is GENIUS. Please STOP assuming. Stick to what we have here. The item is clearly INCORRECT. The video is just a coincidence; fortunately, it is a hard evidence in this case.

This is an "incorrect item inside the box" case. It is not a "lost package" case. If the package is lost, then I would be happy to work with UPS. In this case, please understand the situation here. The business shipped me the incorrect item and they want me to work with UPS to resolve the issue. Sorry, I cannot. In my point of view, UPS is a courier company. They delivered the package to the right recipient and they did the right job. That is the reason why I refused to comply. Plus, I do not want to deal with all the hassles here. The business shipped the wrong item and now they want the customer and UPS to work together to resolve the issue. In the first place, the customer and UPS did nothing wrong and now we have to resolve the issue. The business is just sitting there and wait for the result. That is NOT right.

As for ****, ****** accounts, I do not have to give you any kind of info. I sent several emails to ask this business why do they need this kind of info. They did not tell me why. Everything is still in my mailbox. I will be happy to forward those emails to BBB at anytime. Again, Fumfie, please stick to what we are dealing here. If you need those information, please tell me why. Then, I will be happy to answer your questions.

The business said they are reputable company. I am not arguing. I am just saying this is my first time and It will also my last time to do business with this company. Please do a quick Google search for with the keyword "Fumfie". You will be able to see a screen full of COMPLAINTS and ISSUES with Fumfie. I was so wrong. I jumped into the deal just because of their great price. I did not check their reputation online. Many photography websites and forums have threads about Fumfie. They all say that Avoid/Stay away from this business. Apparently, I have to agree.

As a side note, BBB should remove the A score from BBB website. An "A" business will never blame their fault on the customers. An "A" business will work with customers to resolve any kind of issue. An "A" business will never hire someone who would yell at the customers over the phone. Very poor customer service.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****




 

Business Response: Every product we sell is covered under manufacturers warranty, as specified on our site. If this customer didn't get a warranty card in the box that doesn't mean they will no be covered under manufacturers warranty. They can register the product on line or via telephone with canon directly. Did this customer not get a warranty card in their box, so they assumed it was not covered and now made up false claims against us. So did the customer in fact actually receive the correct product, but because of a false assumption than out of anger, claim we shipped them a coffee mug instead. Why else would this customer claim we sell grey market products unless they experienced first hand receiving something that was grey market. If they are relying on hearsay than they are spreading these unfounded claims which are libelous and slanderous statements. There is no reason for us to take a coffee mug from this customer since we shipped out a lens, so we are not going to take something back that is not what we shipped out. The only way this customer might have received something different than what was shipped out would be if a ups rep who handled the package opened it and swapped out the inside, and that's what the claim was for. This customer needed to keep the original box it was shipped in for ups to inspect. But the customer still does not want to comply with our request from them in order to help them out. This case is in the credit card companies hands and they will be ruling on this. There is nothing further that we can do for this customer via the BBB. Please close this case.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

May I ask, base on what you make an assumption that I received a correct item? I really wish I received the correct item from you, FUMFIE. Then I would NOT have to go through all the hassles. And No, I am not letting my anger to take control in this situation. There are rules and laws. That is why I am letting my bank to take control over this case. I am not happy because you want me to deal with UPS and you came up with an assumption that UPS opened the package and exchanged it. Well, I told you in my email. You asked me what condition of the box when it arrived? I replied that the box appears in ok shape. There is a hole on the box and that is it. The hole is not big enough to do anything to the item inside. And you still keep blaming UPS for this. How professional are you FUMFIE? What I am seeing here is that Fumfie is trying to stay away from responsibilities. Fumfie is pushing it to either the customer or UPS. Which, in the first place, neither the customer nor UPS did anything wrong.

Registering a product does not mean that your product is from Canon U.S.A. If you do not know anything about photography gears other than selling them. Then please, stop pretending like you know about them. Canon does not care whether you enter a correct serial number or a wrong serial number. They will just let you proceed to the next step to complete the registration process. I tried to register a $12,000 lens (which I do not have) with a random serial number and Canon let me to finish the process. Don't you know that and Have you ever tried that FUMFIE? Canon does not need a warranty card, that is true. But that does not mean that It is OK for Fumfie to ship a product out without a warranty card. Warranty card has to be there to verify where the product is from and in what country the warranty is valid. Canon will take and fix any product as long as the customers have the original receipt from Canon USA Authorized Dealers. And apparently, FUMFIE is not Canon Authorized Dealer. Do you have anything else to add, FUMFIE? Would you like a link to check?

I encourage BBB representative to do a search for the keyword "Fumfie" and look for any photography website or forum. I am pretty sure that you will find at least one thread about Fumfie and those people stated AVOID/STAY AWAY from this company. This is not an assumption.

The fact that FUMFIE shipped out grey market products is 100% true. What is the point for those people in photography websites/forums to lie for? They are just telling the truth. Again, I really wish BBB to remove FUMFIE from BBB's Trusted Company list. The most fundamental thing for a business to be in BBB list is ethic; FUMFIE does not have that. Unethical behaviors (ripping people off, shipping out incorrect item, selling grey market products, rejecting to take responsibilities, charging shipping fee while it is FREE) and very poor customer service.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****




 

3/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I researched the camera I wanted extensively online and then decided to order the Nikon D5200 with 18-105mm lens together with a case from Fumfie given the apparent competitive pricing and BBB A rating. I called prior to confirming my order to ensure that the wireless adapter noted in the Product Features section was included with the camera and to ask if a memory card was also included. The sales person confirmed that the: "Wireless Mobile Adapter WU-1a: Share images directly from the D5200 to a smartphone or tablet that runs on Android or iOS*, or control the camera remotely via your device." (copied from website) was included with the camera but suggested that I purchase an additional Nikon battery and a memory card for the camera. I paid extra (and since these extras are not Nikon parts, a premium price) but felt that I had a fair deal. The package does not include the Wireless Mobile Adapter which was a critical factor in my decision to buy from Fumfie.

Desired Settlement: I called and requested that I receive the Wireless Mobile Adapter by Friday December ***, however Fumfie does not stock this part. As a result, I will be unable to use the camera as planned and therefore wish to obtain the full package elsewhere and obtain a full refund from Fumfie since the product is not as advertised. I also requested that they change their website to clarify that the part is not included since every other item mentioned in the Product Features section is included. Also, that their sales staff are clear on what is offered in the packages and make clear in their sales pitch that their batteries and memory chips are not Nikon parts, thus potentially invalidate the Nikon warranty.

Business Response: This is a clear misunderstanding. The d5200 is compatible with WU-1a Wireless Mobile Adapter. However the  WU-1a Wireless Mobile Adapter does not come with the d5200. The product includes section does not have the WU-1a Wireless Mobile Adapter listed, therefor the WU-1a Wireless Mobile Adapter is not included. If the product has not been used and is still in new condition (same condition as it was when shipped to the customer) than it can be returned for a refund.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I have requested a full refund (the normal practice of this business is to deduct 15%). This is due to the fact that their website was not clear to me thus I placed a phone call prior to purchase during which I was assured that the item was included. I expect a full refund and for the website to be modified to ensure clarity for future customers. Thank you. Sue 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

Their sales person verbally assured me prior to my order that the camera did in fact include the adapter. The replacement camera I purchased from Costco included it in the package. The effort to make a like comparison was the entire reason I called. I now understand that no verbal assurances are valid in the business transaction.  I am therefore seeking the entire replacement cost to be refunded since I was somehow misled. The business is deducting a 15% restocking fee per my VISA and I dispute this since they assured me by phone that I would get a full refund - I informed them that the camera had been unpacked assembled and the shutter released. Again, this was verbal since they declined to answer my emails.   
Obviously had I thought I would incur a significant cost I would have retained the camera since the part was not worth 15% of the camera cost. 
Thank you for your consideration. 
*** ****


 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ****




 

Business Response: The full refund was issued back in January. The customer initiated a charge back. The customer was made whole over 3 weeks ago. Customer should contact their credit card company do verify. Please consider this case closed.

2/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have ordered a refrigerator the model *****from the FumFie Home Appliances on December **. 2013. It was advertised on the website and the company representative accepted the order by phone. They also charged my credit card for the amount of $1959 on 12/**/2013. It has been more than a month and I still dont have the order. They claim that the do not have the fridge, yet they advertise it online and say it is available for other customers. Since then, we have incurred many expenses during this month of holidays without having the refrigerator. If we had known that there would be such delay, we could take some measures or order it from somebody else at that time. The price at that time was comparable with prices from others. I have agreed to purchase it from the company and if it was not able to fulfill the order in a timely manner. After I contacted the company and complained that there is still no refrigerator, they called me back and have offered me other models. These models I was able to order at that time for a lot cheaper than they are trying to sell me now.

Desired Settlement: Fulfill the order as it was agreed within few days

Business Response: Hello,

 
We are currently waiting for the unit to land in our facility. We are currently investigating this, and will contact the customer with any update we receive.
 
Best,
 
*********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 It has been more then a month since we heard the same response from the company. They only promised to deliver but nothing was shipped. Meanwhile, they have  advertised the same model for other customers while we did not get our order.The accepted response will be either a delivered,within two weeks, refrigerator  or a reasonable monetary compensation so we can buy the same model from some other company. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
********



 

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID *******regarding Fumfie LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

***********

2/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A single SLR camera (Order #*****) was purchased from this online retailer with a Credit card that had never before been used and was only used once - for this transaction. In the following days the credit card was fraudulently used in several transactions amounting to over $4,000. One of the charges was for over $900 at WalMart with manual input. Upon hearing from the Credit Card company the cardholder was notified that they had spoken with her twice before, which they had not. As Fumfie did make what appeared to be "identify security calls" following the purchase, we suspect that information was used for identify theft as well as credit theft is afoot.

Desired Settlement: We would like a full explanation of the sales process and how it is in accordance with the laws of New York. We would like the names, roles and possible ID numbers for any associate who was involved with either the sale or the telephone calls. We want all the information on the credit card processing company and their identification information. We would also like a letter of apology from the company for all trouble caused.

Business Response:

We do not store credit cards in our system and everything is encrypted regardless. Im not sure how this happened. Unfortunately there is a lot of fraud going on. Have you shopped in Target in the last month? Please see below: ************************************************************************************

I would like to let you know we take fraud matters very seriously. I will have my fraud team look into this as well. As you can see initially, we put your order on hold since it was shipping to a different address. We then verified that you placed the order and sent it to a different address. It is very unfortunate that you are a victim of identity theft and we will investigate further.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

This does not fulfill my requirements for resolution in the least.   As stated, this card was only used ONCE at this store and the card number was manually entered at all the locations of fraud.  Therefore, I would like a full response with information requested should we discover future issues and/or identity fraud down the line as a result. 


 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because: The company that processes credit cards is not a confidential piece of information.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: We are sorry but the sensitive information you are requesting we are not able to just provide to anyone who asks. This information is confidential and we are not at liberty to release it. We have a fiduciary responsibility to our customers and the company as an entity to itself and take security seriously. You might be able to find the information you are requesting on the billing statement of the card you used to make your purchase from us.

1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We contacted Fumfie to let them know about a camera that needed to be repaired. I was told to send it back and it would be looked at to determine if it could be repaired or replaced. I asked if we would get the same camera back (meaning the same style and color) and we were told yes. No one has ever contacted us to inform us of the status of this camera from the start. From the beginning it took over a month to get through to someone who knew who I needed to talk to and where to send the camera to for repairs. I finally contacted the Repair Center on Monday, December ***, 2013 and was told it was sent out that day and would have it the next day. We received the camera late on Christmas Eve and after we opened it were disappointed to find out that it was not the same color, it was black. Inside was a note from Canon that we should be happy with our order to call if not. Since it was late at night and the next day was Christmas. We contacted Canon today Thursday, December ***, 2013, however noone knew about any camera. I then attempted to contact Fumfie and spent well over an 1 hour and a 1/2 on hold I finally talked to someone who had no idea how to help us at first. He finally gave me the repair number and phone number for Canon. I then spoke with someone at Canon who was most helpful and researched this and found out that the reason we got the black one was because the green one is no longer available.We are very pissed off that we were never notified that this was going to happen. I was told by Canon that they had no knowledge of us in the system, because the warranty went through your company not our name. He then stated that maybe Fumfie could allow us to exchange the black one for a green one as they have them in stock. I tried to attempt to contact them yet again but could not get through and then sent and email. The fact that we were never made award of this information, because for some reason they didnt put our name on it. If I knew I was not going to get the same camera back I would have not sent it back and went and bought the camera some where else.

Desired Settlement: I would like them to send me the same camera but in Green as this was the camera we purchased. If not then they need to send us a check for the amount we paid for this camera.

Business Response: we spoke with the customer over the phone regarding their issue. Canon themselves had replaced the green camera with a black one most likely because they no longer had that color, the customer has contacted canon direct to address their concerns.

Consumer Response: Better Business Bureauany:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 eAs stated in my email to them, I spoke with Canon and they advised me to contact Fumfie to ask them to accept the black camera back in exchange for the Green as Fumfie had this camera in stock. I purchased a Green Camera and would like the same camera back. I have numerous friends to have the same black camera and it would be very hard to distinguish between them. Although Canon cannot direct do anything they believe that Fumfie could help me as they never advised me the consumer that the green one was unavailable at that time. Direct contact from Canon to Fumfie via email to ****was done without them ever knowing that it was our camera. Therefore Fumfie should exchange the camera with the correct one or I would appreciate my money back. If they had put in the warranty claim under our name then Canon would have directly contacted us to advise and at that time we could have figured out something. Also I had been trying since October to get the camera back to Fumfie to no avail. If it had gone back then maybe my camera color would have been available. I did email them onn 12/***and they responded within 24 hours asking us to call and if we had a hard time getting through then to email them back. I have tried numerous times since the email on Dc ** and have been unsuccesful in getting through. I do have a job to go to that would not permit to call all day long therefore I would like some resolution ASAP! My next call will be to the Attorney General's office as well as my own attorney if this does not get resolved.

 

Thank you!

 

*********

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

Melanie Lawton




 

Business Response: canon replaced a completely used camera for you free of charge. If we had a green color or any color of the sx260 we would have no problem exchanging it for  you for the new replaced one canon sent you. But we dont have any sx260's any more, its completely discontinued. The manufacturer of the product doesn't even have the green color you want. The website inventory has been updated and now displays as discontinued. What you are asking for is impossible for us to fulfill, and what you are asking for is completely impossible for canon to fulfill.  We are not playing a game with you, we are being upfront and honest with you. What more would you like for us to do?

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

At this point I understand that I have to make due with what I have. However, I feel that I should not have to pay for a warranty that really is useless because I do not get the same camera back and if the camera should break within the next two years I will definitely not get my camera back. Also I feel that it was false advertising that it was still listed on the website until I brought it up and then low and behold it was taken off the site. Again my issue is not  just the fact that I got the wrong camera but that this was an ongoing issue that I started calling in October and NO ONE seemed to know what to do or where to send it. If it had been resolved then, I may have gotten the green camera. Also, my wrist string that went with the green camera that I sent back has yet to come back to me. This was from an old camera and I really liked it not the one that came with the camera. I need it back. I feel that I should be compensated for the warranty and then maybe some type of accessory should be given since this problem arised because of miscommunication from the Company and no one wanted to rectify this. I am aggravated that every time we try and call, we are on hold forever and when we are finally through they say oh hold on we have to transfer you and then we get disconnected.

Thank you!

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
*****************




 

1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a Nikon D90 last year 03/***/2013 from Fumfie. Because their website stated this product is Brand New and comes with 1 year USA warranty. My Order # ***I had issues with the camera since last month Dec 2013,I sent it in to Nikon USA. Nikon USA refused to fix the camera. They said the camera is not cover with US warranty ,It is a ******Martket Product. They will not fix even I **************** and wait more than 10 min on the phone every time ,no one answer. My camera can not take picture after camera has focused on most times

Desired Settlement: Send me RMA# and have my camera repaired as it should be. Have a supervisor take care and his phone # tha I can contact with.

Consumer Response: Better Business Bureau:

I could talk with Fumfie Customer Service, They told me send the camera back ,they will fix it.

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


 

1/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Firstly the company is advertised as *** ********* and your form only allows USA/Canada businesses. My research shows the owner ** *** *** ****** ******** also owns ********** so this was my only way to alter you. the trading address is in the same street: *** ***** *** *** *** ** ******** ***** ** *****. The issues is that *** *** are pretending o be a UK company with a false address at *** ********** **** ****** which is a mailbox company and they use a UK London phone number which forwards to the USA, therefore the online business transaction is conducted in the USA. My guess is they have an undisclosed warehouse in the UK as the goods I ordered only took three days for delivery. Internet postings about this company are extensive. The camcorder I purchased for £1477 was mis sold as I asked if the advertised NTSC format would work in the UK for making DVDs from and they said yes but they also said they would look for a PAL version and send it to me. They agreed to a full refund if it didn't work. After a week I discovered the difference in frame rates caused jittering in any movement recorded on video and therefore a product that does not function properly. So the issue is misprepresentation of a UK business and misrepresentation of the agreed sale. They have offered a refund but there smallprint gives them a thousand ways to not give a full refund and I would be vulnerable in losing the goods as well as not getting my money back if I return them right now. The camcorder is in perfect condition but they did not supply a guarantee and lied about the value for Customs duty declaring it is worth £16.00. The transaction was in UK Sterling pounds.

Desired Settlement: A full refund in exchange for safe return of goods. I can video record rthe exact condition of the goods before they leave me. Normally in the UK the seller would collect, on issuing an RMA. O have asked for an RMA but the boss has not sent me one and says I have to pay for the return of the goods to the USA. They never told me it was a USA business. alternatively the outcome could be for them to replace the unit for a PAL UK version at no extra cost.

Business Response: This business is Fumfie, we are not ******, We operate business in the USA not the UK. Please consider this case closed as this customers complaint has nothing to do with Fumfie.

11/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I think I am beginning to lose my faith in BBB. I just read some of the complaints and was surprised how many people have experienced the same thing, yet Fumfie.com still maintains an "A" rating. I was looking for a Canon EOS T4i with EFS 18-55mm lens bundle and came across one on Fumfie.com at the competitive price of $380.00. I called immediately to place an order but had to wait in a seemingly endless hold until a salesperson with a rushed tone of voice asked me what I wanted. I said that I want to purchase the camera on their web site. “It’s sold out” he said. He sounded to me as though he was not telling the truth. I thought he did not want to sell the camera at that price because it did not have large enough profit margin for them. I asked him to check again because it was advertised on the web site. "They are all sold out" he responded again. “When will you have some more” I asked, this time sounding like I was bothering him and said he does not know, maybe in a couple of weeks. I hung up and immediately called back only to wait in another seemingly endless hold until another sales person answered. I said that I wanted to place an order for Canon EOS T4i with EFS 18-55mm lens bundle. He said OK. Just to be sure I asked so you have the canon advertised for $380.00 on the web and he confirmed “yes and they are all brand new”. I happily placed my order and then since I needed some accessories he began to explain their special bundled packages. Listening to him was a mistake because before I knew he totaled my order to about $1,000. I was really surprised but trusted that their system does not make a mistake adding, not realizing it was not the system adding but he was. Then he said that I was paying $1000 for this package and but by choosing this other bundle I get all that I ordered plus new Tele lens. In addition, all the other lenses I ordered will be upgraded. I agreed and let him charge my credit card without asking him for the individual prices. That was another big mistake, but I figured that I’ll find out once I get my orders. I received my package after about ten days and opened it excitedly like a kid. There it was my camera with a lot of other little stuff including a few lenses, cleaning stuff, three very cheap tripods and a dinky little case that would break my $1100 camera with a slightest force. Then I realized that the lens my sales person talked about was not among the items. I checked the box again and there was no itemized invoice but a customer order form with a grand total of $1099.99. I looked at the order form but there was nothing mentioned about my lens. Then I decided to check the pricing of every item. After getting individual price for every item and totaling it I was shocked to see that it totaled to about $185.00. So, had I bought every item separately, my total cost of this purchase including the camera would not have been more than $565.00. I paid $1100 for $565 worth of cameras, almost twice as much. This upset me so much and I decided to return everything. I called the fumfie.com again and after another endless wait I spoke with the RMA. They took my information and did not give me any hard time. Just to be sure I asked if I was going to be fully refunded but RMA person kept avoiding giving me an answer. I pushed for answer and he kept saying that it depends on the condition of the camera. I told him that the camera was not used and he said he cannot take my word for it, so I pushed again “Will I be fully refunded if the camera is in a perfect shape”. He said “No. It depends on other things but anyway we charge 15% restocking fee”. So, in a perfect situation they charge me $110.00 for sending me a wrong package and charging me by $565.00 extra. My $380 special sale pricing is not being offered anymore. Oh, their 30 day return policy is not even 30 day. It is 30 days from the time you place your order. It took me about ten days to get my camera. I recommend Fumfie.com to nobody. Customers should stay away from this company as far as they can. I wish that I had read about them at first. This company is ridiculous and I am not going to do business with them anymore.

Desired Settlement: To purchase the camera at its advertised price of $380.00 and purchase other items individually and separetly I also asked for a fish eye lens but received a different lens.

Business Response: Customer was looking for a "Canon EOS T4i with EFS 18-55mm lens bundle". We were not in stock of this specific model but did have the "Canon EOS 650D with 18-55mm IS II Lens Kit".  As shown on the invoice as well as on the web site this listing is displayed as "Canon EOS T4i/650D Digital Camera with EF-S 18-55mm f/3.5-5.6 IS II Lens  Bundle". These 2 models go by different names depending on the region of the world they are sold or purchased however they are the same camera, same specs, same body, just the stamp in the body is different. same camera that is why the website displays as well as all invoices are specific in  the title of T4i / 650D. The first agent was being more specific with the customer, stating the t4i was not in stock, because that's the model the customer was specifically asking for. The second call placed ended in a placed order and the customer received an invoice which showed the Canon EOS T4i/650D Digital Camera with EF-S 18-55mm f/3.5-5.6 IS II Lens  Bundle". Attached is the invoice that had been sent to the customer once the order had gone through, as well as a screen shot of the bundle that is listed online. There were upgrades to the items included with the bundle and the customer created a custom package and was given a discounted lump sum price, Instead of purchasing everything individually at prices which would have totaled well over 1099.99. This products inventory without any accessory packages now sells for $669.95. the bundle package with accessories without any upgrades and additional items sells for $759.95. The return policies are very clearly stated on the website. All orders accompany a 15% restocking fee any returned items that are used can incur up to a 50% restocking fee or if not acceptable would be returned to the customer, as the policies state, so we can not determine the exact refund amount until the item is received back and inspected. This order has not been returned yet and can not be refunded. Pricing can not change after the purchase was made either.

11/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On Sept ** I ordered and paid for a GE Profile PHS925STSS Slide In Induction Range (Stainless Steel). I also advised Fumfie in many calls and in email from Sept ** through Sept ** that I wanted that specific model because I had purchased a match GE Advantium Over the Range Mircowave. On each occasion, I was assured that the item was in stock and would be delivered within 14 business days of order. Beginning Sept**, I called and wrote each day asking for expected delivery date and assurance that the specific model would be delivered because I learned that GE discontinued the model, and the number of available new ranges was diminishing rapidly from other vendor inventories. Again, each time I was assured the specific model ordered would be delivered. About 1 hour ago, Fumfie advised they didn't know if they could deliver the model ordered. This will cost me considerable funds to locate, ship and install a GE Profile PHS925STSS Slide In Induction Range (Stainless Steel). Cost of cover will exceed $1,000.

Desired Settlement: This is not a simple refund. I could have purchased the same model from Brey & Scarf for $2,660 delivered and installed at any time up to this past weekend. The cost of the only remaining model found on the internet is $800 more, plus additional $200 cost to install. Fumfie knowingly misrepresented that they had item in stock, as my cost of cover increased by at least $900, plus time lost. That is fraud, and I am entitled to that increased costs.

Business Response: We are not responsible for any consequential or incidental damage resulting from the sale or use of any merchandise bought from us. We are responsible for the monetary value of the merchandise only. this customer has charged back their purchase, they are full reimbursed the price paid and the order has not been delivered. please consider this case closed

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

 

Fumfie did refund my purchase money, but, there should be a report that for nearly 3 weeks, Fumfie assured me that the GE Profile Range I ordered, which was then discontinued, became out of stock at nearly all distributers and internet, that I called Fumfie back daily to find shipping status on near daily basis and asked that they verify they had item in stock and that reason for delayed delivery was transportation only because there were fewer and fewer of the same range available and at higher prices that were escalating.  Finally, after 4th or 5th delivery delay, I got through to a manager who stated I was getting a replacement model (which would not match my other GE appliances.)

So, while I got my purchase money back, lots of extra time, and ended up pay more for a floor model from Sears Outlet which was not in new condition, missed some  items.

 

Others need to know this was not satisfactory.

 

 


Sincerely,

**** **** 




 

Business Response: We are sorry that we were not able to fulfill your order. There are many times we have been able to supply customers with discontinued models however this discontinued product was impossible to to get our hands on. Since this is the only model you wanted we are happy your were able to actually get a hold of one, albeit being a floor model and through a different merchant. Use the range in good health.

10/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered close to $3000.00 in GE applances,17 days ago, get nothing but a run around when I can, now telling me one item back ordered, which isnt true, called GE in stock and can ship out same day ?? All I get is a run around when I call and never any return call. Very disappointed in the way they handle a customer, would NEVER deal with again and hope this give insight to other people. I ask to cancel they said would be a restocking fee ??? for something I have never seen or recieved, horrible service.

Desired Settlement: After all they are putting me through, would hope there would be some adjustment , and of course recieve my products together, as one goes with the other to install. and real SOON

Business Response: Customer was refunded for the back guard and the microwave as shown below.

10-**-2013 10:18:32
*********** *** ********** ******* ******* ******** ******* *** ******** ******** ***** ***** *******

09-**-2013 11:34:04
T
********** *** ********** ******* ******* ******** ******* *** ******** ******** ***** ***** *******

They are keeping the GE Cafe Series C2S985SETSS Dual Fuel Range (Stainless Steel) that was ordered and has been charged $2484.00 for it.
This case should be considered closed.

10/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a refridgerator on August **** - it is now September **** and we still don't have our fridge. When I called to try and cancel the order on September *** per their company policy listed on their site (after waiting on hold for over 40 minutes) your customer service rep told me he was going to have to find out what the status was before he could potentially cancel the order. Instead of getting back to me about the cancellation it was pushed out the door for delivery on the **** of September nearly a full month after I originally ordered it. Here we are a full week later and it still hasn't been delivered. I was calling the business almost daily begining on August **** for the order status and either got no answer or varying excuses about the status.

Desired Settlement: I need to know if I should go out and buy a fridge from someone else sincxe theirs has failed to show up - am I going to get a refund? I would like for this company to be removed from the BBB site or at the very least given a poor grade

Business Response: the product had been delivered and we have not heard from the customer since. this case is unfortunate for the major delay in shipping, however is resolved and should be closed.

8/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: order #*****: placed order for refrigerator on 07/**/13 -- fumfie confirmed order on 07/**/13 (billed on 07/**/13) -- 07/**/13 called to ask where's the fridge? -- the salesman couldn't say for sure when it would be shipped, so I stated that it's taking to long, and to cancel my order -- then I had to speak to the manager (*****) who said that I should call back at the end of the day to see whether or not it will be shipped -- called back before 6pm but received no update -- i requested a cancellation -- the salesman said ok to the cancellation, but I would be charged a 7.5% restocking fee

Desired Settlement: remove restocking charge on grounds that product not shipped - product never in my possession ---- restock what??? it never left the warehouse!

Business Response: Customer confirmed the order on 07/**/2013. Customer requested Standard Ground * (10-14 Business Days). As our policy states http*************************** :

Cancellation Policy for Unshipped Orders


Orders can only be cancelled and refunded in full if they are cancelled on the same day the charge was made to the card, as long as the request is received and approved before 4:30 PM Eastern Standard Time. If an order is cancelled any time after 4:30 PM Eastern Standard Time of the day it was charged, there will be an 8% cancellation fee. No order can be cancelled once a tracking number has been assigned by the shipping department. Orders cannot be cancelled via e-Mail. Orders must be cancelled by calling customer service at ###-###-#### during regular business hours. Exceptions to the cancellation fee and policy are only made if Fumfie.com misses the guaranteed time frame for shipping.

Appliances

Orders cannot be cancelled once they have been marked as shipped, and the tracking number has been created. Any items that are special ordered cannot be cancelled once the order has been charged. Orders cannot be cancelled via e-Mail. Orders must be cancelled by calling customer service at ###-###-#### during regular business hours. Exceptions to the cancellation fee and policy are only made if Fumfie.com misses the guaranteed time frame for shipping. 

Nothing out of the ordinary happened here, we were not late, we did not miss any fulfillment dates and the customer wanted to cancel 3 business days after the order was confirmed.  There was no restocking fee with held, our restocking fee is 15%, what had been with held was a cancellation fee as customer agreed to when placing the order with us as displayed in our policies which have been pasted above.. 

5/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Panasonic GH2 camera from Fumfie on March **, 2013, the camera was supposed to arrive within 5-10 business days. On March** I received a call from Fumfie stating that the camera I ordered is not available. They offered to upgrade the camera to the new model, GH3, for $300. I accepted. I received the camera on April *, 2013. After using the camera once I realized that it was the wrong camera, the camera they sent can only be used in countries that use the PAL standard. The US uses NTSC, so the frame rates of my camera will not match NTSC cameras. This information was not available on the packaging, the only way to find out is to use the camera and check the settings. On April ** after speaking with Fumfie numerous times I asked for a refund and was sent a return label. After receiving the camera Fumfie said that the camera operates in both NTSC and PAL modes and wanted to ship the camera back to me. This is incorrect. Please see correspondence with Panasonic regarding this matter at bottom. It took me several tries to have them issue me a refund at all. Fumfie still maintains that the camera can be used in both NTSC and PAL modes, even though I have provided documentation to the contrary. I have also explained that the camera can only use both modes for viewing on a TV using the HDMI out function. On May * I received two refunds from Fumfie, $105 and $999.94. This is minus a restocking fee of 15%. Fumfie's stance is that I agreed to their terms including the restocking fee when I returned the camera. Also that they have all the recordings of our conversations to prove said point. My stance is that if there is no discernible difference in packaging between the correct camera and the incorrect camera, the only way to know if I received the correct product is to open it and use it. The only way to check these settings is on the camera menu. If there concern is that I fraudulently purchased the camera simply to use it and return it this patently false. At best this is a case of stubbornness. At worst it is a deceptive business practice, and after researching more thoroughly I am not the only one who has had major issues with this company. ---------------------------------------- Panasonic Correspondence: Case Number: ******** Dear Valued Customer Thank you for your inquiry, If in the video settings the camera is showing 1080/50, it was designed with the PAL system. You are unable to change this specification. Thank you for contacting Panasonc. On May*, 2013 at 10:56 PM, [redacted] wrote: I ordered a GH3 from a US company and when I turned it on the video settings were 1080/50, not 1080/60. Is this a PAL camera? They are convinced that the camera can switch between NTSC and PAL. I know that there is a setting to switch for HDMI out, not recording. Nowhere on the box did it indicate PAL or NTSC. I emailed earlier but just looking for clarification. Thank you for your time and I love your cameras. -------------------------------------------- Since I did in fact shoot with the camera I have documentation that shows this camera does shoot in 1080/50. I've never had this type of issue with any other company.

Desired Settlement: Refund of 15% restocking fee, $195.

Business Response: Customer had not just taken the product out of the box and inspected it, but had used it to a point where it can no longer be sold as new, it must be sold as used on a marketplace like ebay. When it was returned to us the customer had not sent back the entire package, there were original manufacturer supplied accessories missing from the box and we informed the customer we were shipping the product back to him because of the used condition it was in and because of the missing items not included in the return.  Customer than informed us that the missing items were sent back in a 2nd shipment and that he didnt want the product to be replaced or returned, just a refund, we had than informed there would be a restocking fee for the product if a refund was wanted instead of a replacement product as stated on the terms of use and conditions page and the customer understood and agreed to the fees. If a product was incorrect than the product needs to be returned in the same if not near close to the same condition it was sent out in. customer doesnt have the right to return a new product back in used condition. Used products carry up to a 50% restocking fee, we only charged the customer a 15% restocking fee which is applied typically to standard returns of item unopened and unused as stated in our policies as well. This case should be considered closed the customer verbally agreed to the terms and conditions by placing the order and paying for it and over the phone when he stated he didnt want the order shipped out. 

5/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I tried to place an order and ask them if they can send me and I will get on the date I like or I have to cancel my orders. they told me that yes they can and I also paid for expedize . but trurn out, they sent ups ground and not on the date I like,so I call them that they can't do on the date I like then just cancel. so I did not even receive the I them because they talked to ups to redirect it to there warehouse. and I did not refund me in full amount they told me that because I change my mind, so it is 15% restock fee. but that was their faut, because they did not make it

Desired Settlement: I ask for full amount refund. thanks

Business Response: full refund has been submited

Business Response:

Transaction ID: **********
Payment Method:********
Amount: USD (837.42)
Customer Name: *** *****

Transaction ID:**********
Payment Method: ********
Amount: USD (27.48)
Customer Name: *** *****

Consumer Response:

Thanks, hope you will treat customers nicer.



Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely, 

*** ***** 


 

4/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The website offers a 50% off sale on "all items in inventory" using promo code *******, however there is no place to enter the code. When I placed a call to the company, first they told me that was for accessories only, then they told me the sale price is of $234.95 included the 50% deal (Regular price $399) when I challenged that because 50% of $399, is $199, not $234 I was told the sale was "up to" 50%. I would like to purchase the camera for the listed price of $234.95 minus the sale of 50% for a total of $117.47.

Desired Settlement: I would like to purchase the camera for the listed price of $234.95 minus the sale of 50% for a total of $117.47.

Business Response: This customer is correct, our promo does reads "flash sale use promo code "*******" from 12-3 pm and save up to 50% off all items in inventory". The promo does not read "flash sale use promo code ******* from 12-3 pm and save 50% off all items in inventory". "Up to" are key words and is a very important to be clear about, . The price quoted the customer is the final price and they are getting a great deal. Please consider this case closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

It says "up to" now, it didn't when I made the complaint.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response: The banner always stated "up to" and this was confirmed with the web master, this had never been changed. Plus the sale price of what each product typically sells for and the sale price is displayed already on the listing ad page already.

4/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Mitsubishi 3D projector and two pairs of the Mitsubishi 3D glasses (model #EY-3DGS-78U) from Fumfie. I originally received only the projector and no 3D glasses. After contacting Fumfie twice, they finally shipped me two pairs of 3D glasses, but some non-brand/knockoff glasses, and not the ones I specifically ordered and which are referenced on my paperwork-off. The customer service agent who I spoke with on both occasions (****) admitted on my first contact (on March **** at 11:43 AM) that they were experiencing problems in their shipping department with patial order fulfillment. After not receiving any shipping confirmation for the Mitsubishi glasses, I contacted Fumfie again and told **** that I would put a block on my payment (via American Express) if the glasses I ordered were not shipped immediately. He did provide a UPS tracking number, and today I received the two pairs of knock-off glasses.

Desired Settlement: At a minimun, I expect to receive a $198 refund on my American Express card - and I have initiated this action via American Express. My preferred resolution would be to have Fumfie take all three items back and receive full credit back on my American Express card (for the total amount of $1447), and to not have any business dealings with this vendor ever again. What a horrible experience!

Business Response: we are shipping customer the mitsubishi glasses they were expecting. and will let him keep the pair that were receive on the house for the error.

Business Response: No problem whatsoever, we will refund the full amount paid for the 3d glasses once they are returned to us. In good faith we will refund one of the two glasses now and the balance one the 2 pairs are received. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

3/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I found a camera i wished to purchase from Fumfie, it was well below the offers on any other site. When i placed my order i was asked to contact FumFie Via Phone call to confirm my order. I called in which case i was given a ring around the rosy, and was made to believe the battery that came with the camera only lasted an hour, I caved and asked for the battery. a new invoice was emailed to my inbox. the next day i received an email stating that my address was not the same address as my billing address. I called to confirm. Things seemed fishy so i called my bank and put a stop on it. Tried to call FumFie and cancel and was put on hold for 30+ minutes. After never being taken care of i Promptly Emailed the company trying to stop my order and tried to call and cancel and again was put on hold for a long time. Everything was alright with my bank so i had figured that fumfie would not try to send it out again, as i had sent sevral emails stating that they had no authorization to touch my account. They Sent it through again anyhow and shipped it. In the mean time i had purchased my product from someone else. when i found out i called FumFie to figure out why and what was going on.... again i was put on hold. I called the 'If you want to make a payment through the phone press 2" and was helped imediatly. the man there told me that he has no clue why i was put through on hold with customer assistance as they were closed, an hour ago. I stated my problem and he took my information and i was told i would be called first thing in the morning.... Right. I called the next day and asked for customer assistance, and the gal put me through, after waiting AGAIN for more than 30 minutes, i called and received the same lady who helped me, she said she didn't know how i got back through to her, and i was promptly helped by somebody, He sent me a shipping label and was very apologetic, i was told that i would receive my money back within 2 to 3 business days after they had received it. It has been a week, i never opened the package, i didn't do anything but ship it back.... I want my money back. This is the most fraudulent group of people ever, trying to up-sell and messing around with authorization. I just want my 689.88 back, and i want it back Immediately!

Desired Settlement: I was told this would be Painless, and all it has lead to is Tearing out of my hair! I want my money as promised, you have what was promised to you. now i would like what was promised to me. Thank you.

Business Response: customer has been approved for a full refund and is currently being processed. standard return policy has been waived.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

3/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a camera from this company. They proceeded to sell me a number of accessories and upgrades. Each one of the upgrades or accessories has been defective and poor quality. Each time I try to get something returned, I get transferred around and place on hold and eventually disconnected. The only department that answers the phone is the one who will be taking incoming NEW orders! This is not an uncommon issue apparently, as I have read many negative items about this company. Unfortunately, I read them AFTER I decided to do business with them. I don't know how they are able to display their A+ rating from the BBB on their website but it is very deceiving.

Desired Settlement: I just want the products to work that I paid for and if they have only junk and defective merchandise, I want my money back!

Business Response: On March **, 2013 at 1:54 pm the replacement for the defective battery had been delivered with First-Class Mail tracking number ***********************

the customer also purchased a bag from us which we have not have not received a complaint about.
Customer called to tell us his battery his battery did not work.
So a replacement was sent out.
This order is from 01.**.2013. we have a 14 day return policy from the date the product is received or 30 days from the date of the order whichever comes first.
If customer wants to discuss this further with management they can reach  ****** at ###-###-####.
Other wise please consider this claim closed because the issue they were complaining about had been resolved regarding a defective battery.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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



 

2/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Fumfie on 11/**/12 prior to ordering a digital camera to ensure it would be delivered in time for my vacation. The Fumfie representative told me he would make sure it was delivered on time, but I would have to pay for RUSH delivery for an additional $19.99. RUSH delivery per the website is 3-5 working days. I was scheduled to leave Chicago the morning of 11/**/12 for my trip which was discussed. On 11***/12 I got an email confirming delivery for end of business day 11/**/12, AFTER I was scheduled to leave Chicago. I immediately called the Fumfie rep to discuss the problem. I explained the situation that I was told the camera would arrive between 11/**-11/**, not after I left for my vacation. The whole purpose for my purchasing the camera was to use on my vacation. The only solution offered was for Fumfie to deliver a camera to my first destination address in New Orleans, for which I would have to pay the overnight shipping fee. At this point I agreed to this, because I really wanted a camera for my vacation. I then paid an additional $36.00 to have the camera shipped with the one requirement that I would be reimbursed for the original camera shipping and return. I then received my second camera in New Orleans. When I returned from my trip I called Fumfie to request shipping labels for the original camera ordered. At that time I was told by the rep that they did not have shipping labels and that I would have to pay to return the camera. I told the rep that I was extremely unhappy with the situation and did not think I should have to pay more money for return shipping in addition to the extra $36.00 I was already forced into paying. He then promised that he would remedy the situation once the original camera had been returned at my cost. He said he would call me once he saw the camera was returned. On or about 12/**/12 I returned the camera ($8.00 charge). I called today 1**/12 because I have not received my original refund of $154.94. I was informed by ******* that my refund was being processed today. I asked about a "remedy" to the situation regarding the shipping problems. ******* put me "on hold" to check with his manager. His response was that his manager was upset with me and that he "pulled strings" to have the camera shipped "on time" on 11/**/12! I asked him what his manager's first and last name was. He said ****** and "I don't know a last name". I asked him "so you don't know your manager's last name?" and he replied "no" and told me there was nothing they could do.

Desired Settlement: I would like to be refunded the $36.00 for the overnight shipping to New Orleans. I would also like to be refunded $8.00 for my return shipping cost. Both of these additional costs should never have been placed upon me as the original camera should have been delivered by 11/**/12 at the latest. I am extremely unhappy with the inappropriate and utterly disrespectful treatment from the Fumfie staff.

Business Response: Customer had made a purchase in the amount of 154.94 and the order had a must deliver by date on it of 11/**/2012 as you would be able to see from the original invoice. The package was received on 11/**/2012, unfortunately that was too late for the customer even though that was the date mentioned when the order was placed. The customer did not call prior to 11***/2012 to inquire about the status of the order. A tracking number also get sent to the customer when it is marked as shipped. In order to have her camera in time for her vacation she had requested to place a 2nd order and pay for overnight delivery to an alternate location where she was staying. We shipped the 2nd order out and that was also received on the guaranteed delivery date. We had spent money on shipping the original order but understood the customer was unhappy it wasn't received for her trip so when we received the 1st package back which she had paid to return once she came back from her vacation we refunded her in full for the original order. Unfortunately  we can not refund the next day shipping nor reimburse the customer for the money she paid to return the original order back to us because we were not late on delivery, we always made sure the package was delivered on the must deliver by date. we are offering send out to the customer a package of accessories for the camera free of charge including a 16gb memory card and an extended life battery.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

The point of my complaint is that I, as the customer, had to pay more money out of my pocket, because of a "misunderstanding" and a guarantee that was not fulfilled on your end (shipping time period). I am asking for the additional money that I had to pay to be refunded. As stated previously, I would like $24.01 refunded ($36.00-$19.99 + $8.00). I do not want accessories that I will not use for a point and shoot camera, as this does not help my situation.

I also feel as though I was treated terribly by your company. The Fumfie representatives made me feel belittled and unworthy. These are not things a customer should have to feel, especially by a company rated as highly by the BBB as yourself and as a company that prides themself on customer service (as your website claims).

 

Sincerely,

******* ********* 



 

Business Response: 11/30/2012 was the must be delivered by date specified on your invoice as provided already in a reply to a previous rejection.


The details below are from ups direct.
Friday,  11/**/2012 at **** P.M.
Residential
BRI    

The product was delivered on the date speficied on your invoice.
The shipping info that he been displayed on your invoice unfortunately was not an error on our behalf. 
In order to receive the product next day shipping to an alternate address you had agreed to pay for next day air as well as for an entire 2nd order to be shipped out. 
This was your choice. And you had agreed to it. All terms of the deal were finalized over the phone before the 2nd order was put through.
We can not refund anything more.

Customer is asking for approx 20% of the price of the product to be refunded and that is not acceptable to us. 

If no part of our offer is acceptable by the customer to this point than please consider this case closed.

2/14/2013 Problems with Product/Service
2/13/2013 Billing/Collection Issues
2/5/2013 Delivery Issues
1/31/2013 Advertising/Sales Issues
11/27/2012 Delivery Issues
11/15/2012 Problems with Product/Service
10/22/2012 Problems with Product/Service
9/14/2012 Billing/Collection Issues
8/29/2012 Advertising/Sales Issues
8/13/2012 Advertising/Sales Issues
7/17/2012 Problems with Product/Service
7/10/2012 Delivery Issues
6/19/2012 Billing/Collection Issues
5/16/2012 Advertising/Sales Issues
4/11/2012 Advertising/Sales Issues
3/20/2012 Problems with Product/Service