This Business is not BBB accredited
Phone: (877) 235-6628 Fax: (866) 640-5851 14712 Franklin Ave #F, Tustin, CA 92780
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This company offers electronic equipment sales.
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Nextwarehouse Inc include:
- Failure to respond to 1 complaint(s) filed against business
- 1 complaint(s) filed against business that were not resolved
Factors that raised the rating for Nextwarehouse Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. Yvonne Juan, President Mr. Kevin Tang, Business Manager
Number of Employees
Computers - Supplies & Parts
Alternate Business NamesNextWarehouse.com
THIS LOCATION IS NOT BBB ACCREDITED
14712 Franklin Ave #F
Tustin, CA 92780 (877) 235-6628 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: An order was placed with this company. They failed to produce a tracking number or an estimation of delivery as they had promised. After multiple conversations with their sales representative and a cancellation of the order, for which they promised a refund, they have failed to refund my money. I have filed a complaint with my credit card company for it's my only hope to get my money back.
Desired Settlement: Refund and an exposure of these people's shady business practices.
Read Complaint Details
Complaint: I placed an order online for a projector screen ******** on 6/5/2014 with free shipping. I received an order notification (*******), followed by a shipping notification, but the item never arrived. I was contacted by email by Nextwarehouse on 6/17 that the shipper could not contact me (although I had given my phone number during the ordering process - I never received a voicemail). This email was directed to my Spam folder so I only noticed it 2 days later, 6/19, and i promptly responded, giving again my home phone and alternative numbers. I also called NextWarehouse about it and left a message. I got a call from them the week after, saying the shipper had already sent the item back, then another employee checked and thought it was still on site, they refused to get in touch with the shipping company to sort it out and had me, the customer, do this. I spent about an hour on the phone to find out that the item had indeed been sent back and was already in NextWarehouse's possession. They agreed to ship it out again the next day. No such thing happened - I did receive a shipping email on 6/23 that turned out to be fake and a call on 6/26 saying that I would have to pay 100$ in order to get the item re-delivered. This was supposed to be an "unloading fee". However, I had bought an item with free shipping - to that argument NextWareHouse's employee ***** ****** said " Yes, it's free shipping, but not free delivery!". After several phone calls over several days, they did not come up with any alternatives to honor their initial offer and I had to cancel the order, having wasted a month and several hours on this. They claimed it already had shipped to me before (although I was never contacted by the shipper and it was just sent back to the sender) and that's why my free shipping is basically used up. I also contacted the shipper, WRDS ***** Service Center, and they told me the phone number NextWarehouse has given them, and it was not my number. So the mistake was really NextWareHouse's, having given a wrong number to the shipper, they did not reach me. NextWarehouse had the correct number (they called me about the color of my screen just after having placed it), but did not pass it on correctly. They refused to be accountable for that mistake, refused to sort things out with the shipper (just gave me a phone number to call), and refused to honor their offer of free shipping, lied to me about the timeliness of the re-shipping (which they said was going to happen the same day 6/23 and also sent me a shipment notification, but it hasn't shipped until today 6/27). They tried to get me to pay 100$ extra for this order using a variety of different justifications that changed every time I talked to customer support. They never apologized for this issue and tried to make it my problem, although I as a customer placed the order, paid, never got contacted and still don't have my item, and now would need to pay 100$ extra to get it. Apparently, NextWarehouse's president has been contacted and is on board with this practice. I have all the documentation for this and am happy to provide it upon request.
Desired Settlement: I would like for NextWareHouse to acknowledge that it is their responsibility as a retailer to arrange for shipping and that this duty cannot be offloaded to the customer. This includes dealing with problems that may arise. Free shipping should be just that, free shipping. I would like to receive an apology for the time and effort I've wasted in trying to order from them and also see a change in their store policy so that the next customer with this problem has a better experience.
Business Response: The delivery trucking company had called the phone number customer provided (Phone:***********) to discuss the delivery. They never rec'd the response back from the customer. Due to the size of the item, our distributor has recalled the package back since they were charged the daily storage fee. Later on customer requested to ship again but we couldn't be able to get her the free shipping for the reshipping. Therefore she cancelled the order and we have refunded her the payment.
Better Business Bureau:
I ordered the item, paid in full, was never contacted and then was supposed to pay 100$ extra in order to get my item delivered. I call this fraud.
|8/29/2014||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: I am writing to file a complaint about my recent RMA experience with NextWarehouse.First, one of the items (item#1216005, price $88.18) for my order #********* arrived DOA. As a result, I filed a RMA and placed another order (#*********) for the same item.Second, NextWarehouse took the longest time (more than 10 business days) to process my RMA. USPS tracking# ********************** shows the RMA/defective item was received by NextWarehouse at 10am on 1/2, but I did not receive any refund until 1/16 night. If 1/2 is the first business day, then 10/16 is the eleventh business day.Third, the refund was processed incorrectly because the amount issued, $83.21, is less than the item price. It seems NextWarehouse took the liberty to deduct the credit used in my order from the item price.That is outrageous, because the item only represents a tiny portion of the total ($574.01) of the whole order. If they want to consider the credit, it should be prorated (4.97 x 88.18 / 574.01).Nonetheless, I don't agree that the refund of a DOA item should be reduced at all, because this is not an error on my part, and I already bear the cost for return shipping of a DOA item, and the amount of credit that they reduced from my refund is not added back to my account (even if they do, this store credit has no cash value to me, and as a result, this DOA issue is unfair to me if the item price is not completely refunded).
Desired Settlement: I would like to request a complete refund of the item price - i.e. an additional $4.97 of refund.
From: F***** **** <*********************>
Date: Fri, Jan 31, 2014 at 10:21 AM
Subject: complaint #*******
Thank you for your help, the business has resolved the matter with me. (Not sure why they didn’t respond to you) Therefore, you may close complaint #*******.
|11/13/2013||Problems with Product/Service|