Complaints

This profile includes complaints for Wilson Inmate Package Program Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wilson Inmate Package Program Inc.

  1178 Broadway Fl 3 New York, NY 10001-5666

• 

  Wilson Inmate Package Program Inc.

  5900 Decatur St Ste E4 Ridgewood, NY 11385-5955

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on February 10, 2023 They took my money but have not returned one phone call or email.Their vm says they will call back within a business day I have not received a call or response via email I paid for my order and to date it has not shipped and no communication at all.

  Business Response

  Date: 03/14/2023

  HI,

  Thanks for allowing us to respond. This order was shipped, delivered and consumed by the intended recipient, i.e., the customer's love one. Please see attached proof of delivery. and here is our policy in short:

  Hi, and thank you for allowing us to respond to this complaint. Please note; no where on our website or policy/policies does it state we ship in accordance to the customers demand. We have a very clear and easy to read policy that clearly states: "Shipping"  ****************************************************
  
  We ship to ************** Correctional Facilities ONLY. Note that there are restrictions and policies we must abide by throughout the packing, shipping and processing of orders. Also note, there are slight variances in Directive **** et al. & Facility Operating Procedures (better known as: F.O.P.). We must make known that allowable items varies per facility, e.g., one facility may allow black winter hats while another facility may not allow the black winter hat. We urge you consult with the person you are ordering for regarding their F.O.P. We charge a flat-rate shipping cost of: $14.99 no matter the weight.
  
  When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the facility your package is shipped to, it may take up to **** business days for processing. Please note orders received are processed during business days ONLY (business day include Monday-Friday ONLY). If an order is received over the weekend, it will begin processing on the next business day  i.e, Monday.  When ordering fresh foods (meats & vegetables) these items are ordered and delivered to our facilities fresh for immediate shipping.
  The way a customer pays has absolutely nothing to do with our shipping policy. If there was a cash option the same policy/polices would apply. Our policy clearly states **** business to process alone. In addition to our policies we have placed a link at the very top of our website the explains it may take even longer to ship because of State Policy Changes. Please refer to our home page link at the top. ***********************************
  In short, if read prior to ordering and checking the box all customers must check prior to checking out matters of this would not end up at the BBB. We have nothing to hide. These polices are there throughout the customers entire shopping experience. 

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is a fake business. They inflate prices almost by double. I end up paying more for one person than I do for a household with three people. And I only get like 35 items. Reason being that the company must make money as well. They also advertise items on the site that they dont even have in stoke. They try and tell you they substit with equal valued products. They dont. They actually sent four of the same product with alcohol in it that my loved one was not able to receive because it is not allowed. Or with something with less value. During holidays customer service communication was cut just giving you an option of email. Emails not responded to. And calls are not returned. When they are returned false promises are made. I ordered on 1/24/23. Items sent on the 8t partially fulfilled and with items not allowed. And half the order missing. Calls have been placed. Its over a month the order still hasnt been fulfilled. Nothing has been refunded either. This is consistent problem. I placed more than one order. Not once had it gone smoothly. I have spent over **** dollars in orders. I gave them benefit of the doubt. Do to food shortage because of Covid. Even though those items shouldnt be advertised. I gave them same courtesy during holidays because of a work load they can not handle. They have a bigger selection Simple because they advertise items they do not carry. I have tried multiple times to communicate. They have my money and I cant even be refunded or have any type of communication. I am. It the only one with this same problem. I have never spoken to any one that actually has any good feed back about them. I urge people not to use them at all. And more people to file complaints with the BBB. I want all my money refunded. And all the items to be given to the inmate regardless of restrictions imposed by the **** Because they are the root of the problem. Civilians abide by the rules. And they make it hard to get food to inmates. Because of lies

  Business Response

  Date: 03/13/2023

  Hi,

  Thanks for allowing us to respond. First, every order this customer has ever made was delivered in full. It should also be noted this customer has ordered from us over six times! We have absolutely no clue as to fake merchandise. The order placed on January 24, 2023 was delivered in full. Yes, we agree some items were rejected. More specifically, 2  Korean BBQ Chicken Boneless Chicken Thighs, 2 Hawaiian Style Chicken Thigh ********************** Brussels Sprouts and 2 Grass Fed Beef Sirloin. It should be noted that manufacturers change ingredients at times for their own reasons. Reasons we are not made aware of often when it's too late. It should also be noted that Correctional Policies and Regulations change in accordance to happenings. We have absolutely no control of their process. This customer speaks directly with the top manager when making her order for her loved one. We are completely confused here. ****************** emailed us regarding these same matters. Once he explained what happened we immediately reissued more of meat products that were allowed and we added additional items. The items were Wednesday, March 08 at 10:12 A.M. Please see attached signed delivery. Please be sure the customer knows we do not refund monies for products that were delivered and consumed by the customer's love one. We are unable to share the emails of ************** love one sent but he is well aware his order was delivered. 

   

  Respectfully submitted

  Customer Answer

  Date: 03/14/2023

  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]

  In response to willsons my loved one has been incarcerated for **************************************************************************************************** not. Directive **** as an approved supplier they need to educate themselves on what is acceptable. The ingredients have not changed. The Oder was placed on January 24th. The items were fulfilled in March. After repeat calls and msg they still have not returned a call . If they claim they have then I would have received a voice mail. If the company did in fact have these items then why did it take them so long to fill the package. After I complained to the bbb that is when they contacted me. *******. ****************** is the resilient of the package. I am the customer in which paid for a service. Not me.*******. Wilsons chose to reach out to the incarcerated individual as apposed to the consumer placing and paying for the items because they know they are in the wrong. Yes I have orders six times and every time they have the same issues. The customer service is horrible. No contact what so ever. Upon the complaint to bbb is when they finally sent the rest. But failure to communicate with the payee. When a customer orders with the impression that you are a doc approved vendors it is expected that the company would be aware of the department of  corrections directive in which is the same for quite a few years. We looked past the price gauging because they advertised good products. But they fail when the products are not available but still accept payment in them. They should not claim they have no clue as to what i speak about because I have all the documentation. And its is nothing for me to call the doc and get a list of items that were included upon delivery. Why would you communicate with the incarcerated individual and not the person who placed and paid for the items. I am not the only person with these same complaints. After the sixth order and granting them ample time to rectify their short comings. They respond by saying they have no clues then why did it take over a month to send the food. Why are they communicating with the receiver and not the person who paid. Why are they telling the customer when I am able to tell them about the **************************************************** their response. My loved one finally received his food. the company is playing with peoples money. So being that their performance is so bad I will take the next step and report them to the cfbc as well. What has made this transaction worse is the failur ti communication with the customer in which is me. The fact that they dont even know about the directive. The fact that they send a package after a month and some days and act like they have no clue. 

   

   

   

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

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

  Business Response

  Date: 04/11/2023

  Hi,

  Thanks for allowing us to respond to this complaint. It seems this customer is filing frivolous complaints as all the orders she ordered through Wilson's was delivered to the intended recipient. it further seems the customer my be a little upset. We no longer accept orders from her. She is blocked from ordering from us. Theres just too many complaints coming form a customer that continued to come back and shop at Wilson's. Hopefully she will not continue to harass and slander our company as we are fine without her purchases. We wish her the best.

   

  Respectfully submitted,

   

  Team Wilson

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order on January 20th and have spoken to them 2 times about this order. Was told I would receive a call from supervisor but never received one even emailed and still no response. You call and can't contact anyone this isn't how business should be handled. Hopefully I would like to be refunded my 95 dollars if this can't be resolved it's a shame how costumers are treated knowing that our love ones depend on these packages when they are incarcerated

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond the customers compliant. The intended receiver of this order was located in a specific ************** facility when the order was placed. Unfortunately, the intended recipient was transferred before the order was processed and shipped. In the purchasing customer's defense he did call, and spoke with one of our representatives to inform us of this transfer. And requested we hold the order until he knew exactly which facility his love one was being transferred to. Do to heavy call volume we missed his call to correct the address. We spoke with **************** today, i.e., Friday the 17th, 2023 @ 12:12pm to add the new address where his loved one is located. That change has been made. We informed him the order will be shipped first thing Monday morning the 20th February with an anticipated delivery date of Tuesday the 21st. We also provided him with the *** tracking number* ****************** for his reference. Customer agreed to the resolution. 

   

  Respectfully submitted,

• Initial Complaint

  Date:02/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 21,2023, i put in an order with Wilson's Inmate ***************** for my husband. I waited for a confirmation email from them letting me know when the order was filled and when it would be shipped out. January 26, i had not received any emails, so i called them. I was told that they were short staffed and having issues filling the orders. I asked to speak to a supervisor. I wanted to cancel my order. I was told ONLY a supervisor could cancel my order. Was told one would call me back. No one called me back. January 30, i started calling everyday, a few times a day. Leaving messages with the answering machine and speaking with 3 different people. As of February 3rd, the status of my order said 'Awaiting Fulfillment'. I no longer want their products or their business. They are very UNPROFESSIONAL and UNORGANIZED. They won't take my calls, return my messages, cancel my order but they will take my money. I NEED HELP... ive sent a copy of my call log to them (2 different numbers) and my emails to them. *** also sent emails to Afterpay disputing the order.

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond. This order was delivered Friday, February 10 at 10:56 A.M. Please refer to *** tracking document attached. 

   

  Respectfully submitted,

  Customer Answer

  Date: 02/22/2023

  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 reached out to them starting January 26, 2023 to cancel my order.  I used every tool I had to communicate with them. I called and i emailed. NO RESPONSE from them until after the delivery went out. The delivery was sent back by the facility. I let them know that i contacted the BBB and Afterpay with complaints. In their response to Afterpay, they said i called several times but refused to leave my number. I left my number EVERY SINGLE TIME i called, left messages on the machine and with a human and even in the emails. Not to mention i have an account still with them and my phone number is on there as well. Bottom line, they got all their items back and im not paying for the services. They are gonna try to charge ne a fee for returning the items and im refusing to pay that as well. So what do we do now?

   

   

   

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

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

  Business Response

  Date: 03/14/2023

  Hi,

  Thanks for allowing us to respond. This order was shipped and delivered: Friday, February 10 at 10:56 A.M. Please see attached proof of delivery.

• Initial Complaint

  Date:02/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 15, 2023 order #******* the order was put in two later they send a email saying order status has changed waiting for shipment no tracking number is available yet I just want my money refunded back to my debit card Thank You

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond to this complaint. This order has been shipped. We will notify the customer. *** tracking: ******************. 

  Customer Answer

  Date: 02/28/2023

  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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/01/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/27/22 Charged $34.54 to my credit card for 3 bottles of lotion to ship from Wilson inmate website. 11/4/22 emailed Wilsons asking when it will ship, was responded to by email stating it takes 4-7 business days to process and 1-2 business days to ship.11/5/22 was emails a *** tracking number: ****************** (looked up tracking number and it comes up as label created even still today.)11/10/22 emailed Wilsons yet again asking when it will ship because there is no movement in tracking. Got this response: Good evening ***************, Thank you for contacting us. I will have our Shipping Manager review the status of your order. If its lost in transit; we will reissue your order. I will update you as soon as I have confirmation. Whats the best number to reach you? Thank you,************************* Team Wilson ******** Services 11/10/22 emailed back with my contact number.11/11/22 was left a voicemail by ************************* stating the package was probably lost and they would ship me a new package. She said it would ship the following week towards the end of the week and I will be sent new tracking info. She would double check to ensure it gets shipped and if I have any issues to contact her by email. (I still have the voicemail) 11/23/22 emailed wilson because I never got new tracking info or a follow up call, email, or anything. Never got a response. I tried to file a dispute with my card holder company but the company sent tracking info and receipts for merchandise. However, still those tracking numbers do not show shipped. I will never purchase from Wilsons again. They should not be in business. I just want my money back.

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond to this dispute. The customer was refunded December 7, 2022. She also disputed this matter and we elected to refund her. It is entirely up to her bank to credit her card.We have absolutely no control over the matter once we issued/agreed to refund her. Please have customer contact her bank. 

  Customer Answer

  Date: 02/22/2023

  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 the customer never received any refund in December 2022. I had to dispute the charge with my bank. This website has multiple reviews also stating that they are a scam. Now I know and will never purchase from them again. Their website should be deactivated. Many customers are being abused by them.

   

   

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

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

  Business Response

  Date: 04/11/2023

  Hi,

  And thanks for allowing us to respond to this matter. The customer submitted a dispute regarding this order. We did not contest the dispute. We accepted it and she was refunded by her bank the week she disputed this order. She was refunded on 12/7/22. Why exactly are we here? It seems she is using the BBB to vent. Please close this case as she was refunded.

   

  Respectfully submitted,

   

  Team Wilson

  Customer Answer

  Date: 04/12/2023

  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 would like others to know not to use Wilson inmate package Website because it is clearly a scam. They do absolutely NOTHING for their customers. They say they will reship items that never left their warehouse. They do not return calls and ignore emails. I will never use their website again.
  Once again their website shouldnt even be active because they scam people especially knowing now that I have read many other reviews. They  should learn to resolve issues at hand when it comes to customer service rather than make people dispute them. I can only imagine how many more unsatisfied customers they have had and will continue to have.
  Sincerely,
  A paying customer
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/24/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put an order on 8/22/2022 and I had to wait 2 months for my order and there was foot wear missing. I called several times and spoke with someone who reassure me in October that I would receive the foot wear the following week. It has been 3 months and I have not received anything. I have emailed them several times and no reply as of yet. When you call the customer service number, there is no live person to speak to. They are only accepting emails and no one replies. here is my order number *******

  Business Response

  Date: 01/28/2023

  Thanks you for reaching out to us. Our phones are working, i.e., ringing in. We tried contacting customer several times by phone. We even left her messages. She did not answer our calls nor did she respond to the voicemail (s) we left. Please see attached phone record which clearly shows we tried reaching out to the customer. We reached out to inform her the sneakers she ordered were discontinued. And to give her better options at no additional cost. We have no issue refunding her $69.99. She should see her refund within the next 5-7 business days.

   

  Respectfully, 

   

  *******

  Customer Answer

  Date: 02/13/2023

  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 have reached out to Wilson Inmate package program twice since 2/6/2023. No one picks up so i left a message and no call back. 

   

   

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

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

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction was 8/6/22 Order number is *******, It was a free order basically I had store credit. They told me it would ship within a week. It has been over 4 months and my package has not shipped yet! I called and they are not accepting calls at this time I have emailed them and they are not returning my emails at all! This is not the first time this has happened with this company the first time I got them to ship the package a month late. This time it is over 4 months going on 5 and still no package! I have talked to numerous people before they shut their phone lines down saying they would return my phone call and they never did!

  Business Response

  Date: 01/28/2023

  Hi,

       Thanks for reaching out. First, our apologies for the delayed response. Somehow, while updating our system to comply and better complete orders, and serve our customers, in a timely manner, this order fell out of our internal "To be Shipped" log. We've located the order (*******). We will ship this order immediately. We will also accommodate her for her troubles. At ******** we seek to make all our customers happy and pleased with our services. And we definitely would like that they shop our site for the needs of their loved ones now and the mere future. Please consider this order complete. We will also give *** **** a call first thing Monday morning, i.e., the 30th of January. She was a regular customer of ours. And we feel terrible for this error. And we are grateful our shipping team was able to locate the order in our "Already Shipped" log. We hope our accommodation will make her whole again as she was when she had faith in ******** to get her loved one's order to him completed. 

  Respectfully submitted,

  *******

  Customer Answer

  Date: 03/14/2023

  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,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package from them on November 21st 2022 I was informed that this package would be delivered within **** days they charged my card ****** on November 21st, as of today December 25th 2022 this package still has NOT been delivered. It has shown awaiting shipment since December 4th. I have tried calling multiple times but they have shut down their phone lines indicating email only to reach customer service and they will respond within 2-4 hours I have sent 7 emails since the beginning of December and still have not gotten a response AT ALL!! This is the absolute worst experience I have ever had with a business and definitively not a good 1st impression. I feel like this store literally took my money with no intention on delivering the package I ordered. Im not sure why my card was charged on November 21st and still over a month later no package and no response from the company. Absolutely unacceptable! They try to say if you cancel they charge you 40% fee to restock this is absolutely absurd if its not delivered in the promised time frame there should be NO fee to cancel they did not keep their end of the deal. It seems to me this is a fraudulent business that does this simply to charge your card with no intention on delivering and expecting you to cancel so that they then make 40% for doing absolutely nothing! Total scam!

  Business Response

  Date: 12/29/2022

  Thank you for notifying us of the oversight. We have spoke with the customer and are working with her to correct the order. We are shipping the order along with the additional items offered. She will be in touch with you to confirm once the order is received. Thank you for allowing us to correct this issue. 

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I spoke to the manager on the phone and he informed me that they would be shipping this package out today January 2,2023 He also promised to send additional things at no extra charge for my inconvenience. As of now I am just waiting to hear from the recipient of the package to see if the package was in fact received and was correct with all items in the package that I ordered and paid for. I was told by the manager that I would have a tracking number as well but as of today I have not received any additional information or tracking number from this company. So there is absolutely no way for me to find out if it was actually shipped today. I should hear from the recipient of the package tomorrow to see if in fact it was received. So at this time I dont have any further information on this complaint except that a manager at Wilsons called me on Thursday of last week to inform it was being shipped today. I will definitely contact you back by Wednesday to let you know if they actually finally delivered what I paid for back on November 21st.
  According to the Manager at Wilsons it should be delivered by tomorrow 1-3-23.
  Sincerely,
  
  ****************************************
  
  
  
   
  
  

  Business Response

  Date: 01/16/2023

  Hi, and thanks for ************. Please note, per our promise we shipped this order Monday the 9th of January. Tracking # ****************** ****** It was delivered: Wednesday, January 11 at 11:14 A.M. signed for by front door Officer. Please also note note customer was well aware of the the ship date: 1/9/23 & delivery date: 1/11/23. She received email of same. When we ship orders it is virtually impossible to skip/buy-pass sending the customer a notification as the shipping process is attached to the order. Wilson's has no control as to when an order will be distributed by the correctional facility. Again, thanks for ************. This completes this order. 

  Respectfully submitted,

   

  *******

  Customer Answer

  Date: 01/18/2023

  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. Although it was well outside of the original promised date it was in fact finally delivered on January 11,2023. I did receive tracking information literally the day it was shipped upon speaking to the person the package was shipped to MANY items were substituted for items I actually chose and lots were substituted for generic versions or smaller packages. I did have 2 different promise dates on delivery and neither was met but I did eventually get delivery. My opinion if you want the package delivered before a 7 week time period like I waited then this is not the place for you. Also the customer service was absolutely horrible going to lengths of shutting phone lines down and not responding to emails.
  
  Sincerely,
  
  ****************************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/21/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a order for my significant other on 11/23 totaling $279.48. I emailed the company with a few questions regarding when the order would be ships. The rep stated that it would probably be about a week to ship due to the Thanksgiving holiday. I emailed the company again on 11/29 regarding this order after I called and didnt receive a answer or call back from anyone. My order status changed on 12/4 to awaiting shipment and has not changed or shipped and its now 12/17. I emailed them on 12/12 asking for a update regarding the order and received no response and I emailed them on yesterday 12/16 asking to cancel and refund my money and still havent received a response. This company has cut info there phone lines and you cant speak with anyone and they do not respond back to emails. The lack of common is frustrating and unacceptable for a company who has taken my money and not produced the package.

  Business Response

  Date: 01/29/2023

  Hi, 
  
       First, our apologies for the delayed response. But we would like that our record with BBB is cleared. This order was shipped on January 10th, 2023 via *** tracking number: ****************** and scheduled to be delivered January 12th (Please see attached screenshots). Unknown to *******s at the time, customer submitted a dispute with the Pay-In-4 merchant she used to make her payment for the order. Although she received a "Shipment" notification on January 10 stating her order was shipped an scheduled to be delivered January 12th. She did not give us a call nor did she send an email to let us know she disputed the charge. The moment we realized she disputed the charge we called *** to have the package reversed and returned to sender (*******s). The reverse was successful. We received the return on the 16th of January ,i.e., A box of spoiled perishables. Please also note: we agreed to accepted her request to be refunded $279.49. Customer was refunded in full. in short, there was resolve in this matter. We respectfully request BBB remove the "Seller Failed to Response" from our record with BBB. Somehow we missed your email to us informing us of the said mentioned complaint. With the evidence attached that shows the package was shipped and returned, and the customer was refunded we ask that this matter be considered to be changed to read we did respond retroactively. Thank you far in advance for your assistance and understanding.
  
  Respectfully submitted, 
  
  *******