BBB Logo

Better Business Bureau ®
Start With Trust®
Wisconsin

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers online retail sales for women and kids apparel, toys, home decor, health and diet products, medical scooters, wheelchairs, beauty products, kitchen utensils, gardening tools, cards and calendars.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Silver Star Brands 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Silver Star Brands include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 76 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

76 complaints closed with BBB in last 3 years | 25 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 16
Delivery Issues 8
Guarantee/Warranty Issues 4
Problems with Product/Service 34
Total Closed Complaints 76

Customer Reviews Summary Read customer reviews

12 Customer Reviews on Silver Star Brands
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 2
Negative Experience 9
Total Customer Reviews 12

Additional Information

top
BBB file opened: January 01, 1981 Business started: 01/01/1932 in WI Business started locally: 01/01/1932 Business incorporated: 12/28/1990 in WI
Type of Entity

Corporation

Business Management
Ms. Jolie Landrum, Call Center Manager
Business Category

Internet Shopping Beauty Supplies & Equipment Gardening Hand Tools Scooters - Medical Health & Wellness Home Decor, Accessories & Gifts - Online Retailer Online Retailer Bakers Supplies Greeting Cards - Wholesale & Manufacturers Calendars Childrens & Infants Wear - Retail Gift Shops Girls Apparel Greeting Cards - Retail Health & Diet Products - Retail Kitchen Accessories Mail Order & Catalog Shopping Toys - Retail Womens Apparel - Retail Skin Care Wheel Chairs Electronic Shopping (NAICS: 454111)

Alternate Business Names
As We Change BiMatrix Easy Comforts Exposures Miles Kimball Company Walter Drake
Additional Information

The Miles Kimball Company includes the following mail order catalogs: Miles Kimball, Just Between Us, Exposures, Exposures Home Catalog, and the Miles Kimball Christmas Card Catalog.


Additional Locations

  • 1 Memory Lane

    Oshkosh, WI 54903

  • 2155 S Oakwood Rd

    Oshkosh, WI 54904 (800) 296-5174

  • 250 City Center

    Oshkosh, WI 54906 (920) 231-3800 (800) 255-4590 (800) 858-4979 (800) 222-4947 (800) 203-5585

  • 250 City Ctr

    Oshkosh, WI 54906 (920) 231-6975

  • 1
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

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

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

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

X

BBB Complaint Process

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

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (800) 203-5585(Phone)
  • (800) 222-4947(Phone)
  • (800) 255-4590(Phone)
  • (800) 858-4979(Phone)
X

Additional Email Addresses

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

9/2/2014 Advertising/Sales Issues
8/18/2014 Advertising/Sales Issues
8/17/2014 Problems with Product/Service
8/17/2014 Problems with Product/Service
8/9/2014 Billing/Collection Issues
7/19/2014 Delivery Issues
7/1/2014 Delivery Issues
5/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a VERY expensive pair of black pants from this company and put them away until the warm weather (which only came this past week or so). I LOVE the pants, but after wearing them just about four times they are sprouting huge areas of white/ivory color plastic-y fibers from the seams. The pants are totally un-wearable. When I called to get help with the matter I spoke to ****** in customer service who refused to help, did NOT want to see a photo that I offered to send, and was absolutely unreasonable since these pants are clearly defective.

Desired Settlement: I would like a refund for the defective item.

Business Response:

Good afternoon,

We apologize for this issue. Our customer service team has contacted you and we will be handing a full refund once we get the item back. If you have any further questions please let us know. Thanks!

 

The AWC Customer Service Team

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid a bill for my sister, ******, on 12/9/13 of $23.95, by credit card via phone. One month later I received a call that the account was past due. I called back and was told that the VISA card that I used to pay the bill was not accepted by this company. I asked why I wasn't told this when I paid. No one seemed to know the answer. I was informed that they only take Master Card. I said that I have a MC and would be happy to pay via MC instead and asked them to waive the late fee, which they did. By this time there was an additional charge of $22.95 on the account. I told the rep that I would pay the total amount due, $46.90. I gave my MC account info and assumed the matter was settled. When I received my MC statement their were two CASH Advance charges of $22.95 and $23.95. In addition, I was charged a $10 fee per transaction plus interest. Total fees and interest equal $21.67. I called to inquire about the transactions and was asked to fax my MC statement to them so that they could resolve the matter. Since then I have had at least 5 phone conversations with Walter Drake/Miles Kimball reps to find out why the payments were processed as CASH advances. No one can give me a straight answer. One rep told me it was the bank's error. I went into ***** **** and was assured that this was a merchant error. I am fed up and just want a credit or refund of $21.67. Can you please assist me? Thank you

Desired Settlement: A refund to my credit card of $21.67.

Business Response:

Good morning,

Thank you for your inquiry to our company. We have reviewed your statement with our financial department. We do apologize, but we do not place any charges on credit cards that are used by our customers other than the amount of an order. We do in fact take Visa, MasterCard, Discover or American Express for our orders. Any fees or charges outside of the amount of your order would have been done so by your credit card company which they are responsible for. If you have any further questions, please do not hesitate to contact our customer service department at ###-###-####. Thank you.

 

 

Business Response:

Good morning,

We have reviewed your most recent response that you have sent us. As we have previously stated, we have no control over how Chase regulates their fees when it comes to paying off a credit balance with a credit card. Again, we did not charge your card as a cash advance. This is something that can only be done by your financial institution.

However, our finance department is willing to do a one time credit of $21.67 for you to resolve the fees that Chase has charged you. This credit will be sent out in the form of a refund check and should go out next week.

Please be advised that this is not something that will be done again, so if you pay off a credit balance with a credit card and receive fees from your financial institution, it will be your responsibility to resolve with them.

We hope that this will satisfy your request for this situation and apologize for any inconvenience. Thank you and have a good day.

The Miles Kimball Team

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.  Thank you very much for your assistance. I know that I would not have achieved this outcome without your help!

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Walter Drake on 11/07/13. Order #****** (2) arthritis compression gloves for $12.99 each Totaling $25.98. Another order same date #****** (1)P.P.B.@ $24.99,but returned next day after contacting Walter Drake Returns department and received credit for it. The total order was $62.95.I paid for the order #34399 $25.98. Received credit for #****** $24.99. Leaving a balance of 11.98 for S&H.The billing department continues to bill me for original amount of $62.95 With each statement adding on late charges and finance charge.I have repeatedly contact them and they refuse to make proper adjustments and continue to over charge me. From 12/01/13 they would not resolve this issue to reflect correct balance and continue to charge me for full amount of $62.95.I have their payment statement as paid $25.98,credit statement for $24.99 and my bank receipt that I sent to them severale times yet they are now threatening collection letters for $62.95

Desired Settlement: I want them to correct billing to reflect payment made and credit received and all late/finance charges dropped to reflect balance of $11.98 for shipping and handling. This s what I owe and will accept as true according to my records and statements.

Business Response:

Good afternoon,

We apologize for any inconvenience in dealing with this billing issue. Our finance department has a record showing we received the $11.99 payment on 5/1 which will bring your account balance to $0.00. Our credit department did not have the record of the refund from 11/20/13 for $24.99 but we have corrected the error. If you have any further questions, please contact our customer service department at ###-###-####. Thank you and have a great day!

Sincerely,

The WD Customer Service Team

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/4/2014 Billing/Collection Issues
5/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 22 Dec received 1st "past due" letter from company I had never heard of. Called 26 December & company promised to follow up and return call (did not happen.) January 2014 received 2nd past due notice and immediately called. Promised a "fraud" package would be mailed (never received.) February 2014 received 3rd bill and again called company. Fraud package promised within 7-10 days (never received). Also requested that "account" be frozen to prevent additional purchases. Was told "sporadic" payments were received on account in 2013 (NOT from me!) 3-14-14 telephone request for payment and after explanation, again promised "fraud" package. However, after repeated promises, decided not to wait any longer to file a complaint. I have never ordered a single thing from this company. Apparently my mistake not to have put my complain in writing; however, phone reps indicated record of phone contacts.

Desired Settlement: I want this company to do its research and direct these bills to the proper person for payment. I do not want to received future bills and I want assurance they have not and will not provide any erroneous credit information to the credit reporting companies. An apology would be nice as well. I am elderly and this has been a VERY upsetting experience. Consequently, the phone and email contact info provided belong to my daughter (******* Brown) as I find it too upsetting to deal with.

Business Response:

Good evening,

 

We have contacted our credit department about this issue and have recieved the following information:

12/26/13  Customer Service called and said that the customer was in her 80’s and had never ordered from us.  They said it was a fraudulent account.  A rep looked at the bureau and it had same name but different address, also the address on the account had been changed by Client (As we Change).  The previous address also matched the bureau address, may be clerical error.  Address was changed back to original information on the account: **** **** *** *** ***  **** ***** ** ***** ************.

01/02/14 ******* called and said doesn’t know who ordered, not even correct address. Said will send FTC packet.  ******* said her correct address is:  ***** **** *** *** *** ** ***** ** *****.

01/27/14 Sending FTC packet     

02/24/14  Customer called in and was told her FTC packet was on the way.

03/14/14  Never received FTC packet.

03/25/14  Customer wrote in and said never ordered anything would like to be called back about account.

03/25/14  Received a letter of dispute.  Also copy of dispute to BBB. Closing account (fraud)

If you have any other questions, please contact our credit department at ###-###-####. 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 this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate the fact that Miles Kimball is attempting to address my concerns.  However, it is not clear to me that the issue is actually resolved.  Attached to their response are three money order payments made to the account in September, October and November 2013.  Two of those money orders include the name (******* *******) and address of the payee.  Please note the address on the money orders is **** ******** **** ****** **** ****** ********.  I have never lived at this address, having lived at my current address at **** **** ****** in **** ***** ** for over two years; and previously for many years in ******** **.  It is clear there is another individual with a different address who was, at least at one time, paying on this account.  Why the bills inexplicably ceased to be mailed to THAT address and were redirected to my address is unclear.  Perhaps if the company would redirect their correspondence to the **** ***** ******* *******, the bills would be paid.  Miles Kimball refers to a Bureau report.  I could see from my investigation that they did indeed make a credit bureau inquiry - using MY name and address.  However, I fail to see the usefulness or relevance of this action since they were verifying the credit information for ME and NOT the Pine Bluff person to whom they should have directed their bills and inquiries.

In any event, thankfully Miles Kimball has closed the account.  This is progress.  What is NOT clear to me is whether I am still considered liable for the outstanding bill!!  As We Change did not hesitate to contact me both by phone and mail to solicit payment.  Their latest letter in late March threatens collection agency contact!  Very upsetting.   I would consider this issue closed when As We Change or Miles Kimball 1) contacts me (in writing or by phone) to apologize for the error, 2) assures me that this issue is closed and I will receive no further bills and 3) and there will be no impact to my credit rating.

Your prompt attention to this matter has been greatly appreciated.

Regards,

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/5/2014 Problems with Product/Service | Complaint Details Unavailable
3/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made an over payment on paying my bill which was the last payment. I have not received my refund. I called and was told I would get my refund in 5 days. Called back on 2/26/14 talked to customer service and was told the representative should not have told me that it takes from 30 to 45 days. At that point I asked for a supervisor and a lady said her name was **** ********* assured me she would ask for a rush to be put out so that I would receive my money in 1 week. I called back 3/6/14 was transferred back and forth between customer service and credit department and was disconnected before I could get an answer. Called back 3/19/14 talked to John and he said it shows that I should get my refund by that day, the mail had already come so I knew I wasn't getting it that day, I asked for a manager and she gave me the robot answer I can write a email to finance and that's all I can do. I told her how dissatisfied I was but she continued to repeat all I can do is send an email to finance. I asked to speak to someone in finance and she said no one can talk to finance. I am owed 31.00 Which is not a Whole lot of money but if I owed it to them that would be enough to ruin my credit.

Desired Settlement: I would like to have my money back. I a'm not going to order from this company ever again.

Business Response:

Good afternoon,

Thank you for reaching out to us with this issue. We have worked with our credit department and have verified that a refund will be coming to you. The refund check was processed on 3/24/14 and you should be receiving it in 2-3 weeks for the amount of $31.73. We apologize for any inconvenience this may have caused. If you have any further questions, please contact our credit department at ************. Thank you.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2014 Problems with Product/Service | Complaint Details Unavailable
2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have attempted to delete my account on this site, but have been informed that this company will not delete an account.

Desired Settlement: To change their policy--which I wonder if it is even legal?-and enable accounts to be deleted completely (not "suppressed"--their word) which means it is not accessible, but the information is still there--which means someone can hack it--which is the point of deleting it in the first place.

Business Response: We have reviewed your concerns filed with the BBB of Wisconsin. We would like to apologize for any inconvenience you have encountered working with our Customer Service Teams. We have removed your email record from our system and have requested your mailing address information be removed from our customer database as well. If you are in need of further assistance you can reach our email Customer Service Team at help@wdrake.com and will receive a response within 24 hours.

Business Response: Mr. *****,

 
I sincerely apologize that your concern was not handled to your satisfaction. I have collaborated with our Web Development team to have your online My Account Profile removed from our database. Attached you will find screen shots taken during the deletion process that will confirm the removal of your email address and personal information from our online accounts. The final screenshot included shows that no information was found when searching your name after the deletion took place. If we can be of any further assistance, you can contact our online support team at ***************.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  I would like to express my appreciation for this being done--and I would also like to add that I have never heard of a business being incapable of deleting an account, which is what I was repeatedly told by 2 Customer Service representatives. If this policy, I hope it changes.

Thank you,

 

****** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/10/2014 Problems with Product/Service | Complaint Details Unavailable
1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i brought a Microwave Crisper Pan and a One Cup Microwave Coffee Maker. the crisper dose not work. the coffee marker lets the coffee out in the cup. i called customer service to report the issues. the lady on phone was rude and no help. she said i had to pay to ship it back to them. i said i should not have too because the items do not work as advertised. she said just because you do not like how the perform dose not mean they do not work. I told her this was outrageous and you should not treat customers like that.

Desired Settlement: i request a refund and the company pay to get the items back since they did not work

Business Response: We have reviewed your complaint filed with the BBB of Wisconsin. We sincerely apologize for the mishandling of your concern within our Customer Service team. It is unfortunate that we did not take the time to appropriately address your concerns. We have considered your concerns with the performace of the items in question. We will be offering you a full refund for the crisper pan and coffee maker. You will be receiving a prepaid return label so that you will be able to return the items to us at our cost. As soon as the items are received by our Returns Team, we will issue you the appropriate credit for the defective items. Again we apologize for any inconvenience.

Business Response: Upon reviewing your account, the letter containing your return label was mailed to ** *** ***** *********** ** ***** on 12/17/13. If you have not yet received the label, please advise us and we will send a second packet.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/20/2013 Problems with Product/Service | Complaint Details Unavailable
12/4/2013 Billing/Collection Issues
10/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: RE: *************** *********** $12.39TO WHOM IT MAY CONCERN:This will be my last communication regarding the sleazy actions of your company.I purchased the items on sale. The moment you cashed my check for the sale prices meant that you accepted my order for the items on sale. If you did not accept my order for sale prices, you were obligated to return my check. You did not. Secondly, you were told not to send the items and you sent them anyway. I am under no obligation to return them or pay anything more for them as a result.If you bother me again, or send this to any collection agency, I will report this sleazy scheme to the FTC and file a complaint about your company.Thank you.**** ***

Desired Settlement: This company accepted my order at a sales price and then tried collecting more afterwards.Stop trying to bill me above the sales price on the order.

Business Response:

Ms ***,

We have investigated your concern regarding the balance due on your account. Based upon your most recent email contact with us, our Customer Service team has already applied a credit to your account this morning. At this time your balance due has been removed at your account is current. Should you have any further questions, please contact Customer Service toll free at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered some items form Miles Kimball. I have been a customer for years. They sent me the items. Then I got a bill for $18.98 They said the sale in the catalog I ordered from was expired. Why did they send me the items if the sale was over. I would not have ordered the items at the higher price.

Desired Settlement: Cease sending me bills for $18.98 and accept the agreed upon amount.

Business Response:

Dear Mr. *****,

We have reviewed your complaint filed with the BBB of Wisconsin. We sincerely apologize for the issue and any inconveninece this has caused. After reviewing your account, we have applied a credit in the amount due of $18.98. At this time your balance owed is $0. Thank you for allowing us to assist you. If you need any further assistance, you may contact Customer Service at ###-###-####.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

***** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wrote a letter to *** ********* of the company As we change, asking her to please respond in writing to the following:I took a pre-approved offer from as we change on a credit basis at the time of making payments I asked if they accepted mastercard and they said yes, I wrote to the president stating that I should have been informed by the credit department that by making a payment with my mastercard, this would appear om my c.c. statement as a cash advance and not a payment due to the fact that they are a Financial Institution according to my c.card.Had I been informed of this I wouldn't have made those two payments and got charged by my credit card company. Ms.Vicky ****** did not answer my inquiries, instead she had the credit department of As we change send me copies of my account transactions which I did not require at all. The credit department failed to inform me of my options.

Desired Settlement: I want Ms. ****** to aknowledge that I had the right to know this infor-mation and reimburse me for the $20.00 dollars my credit card company (**** ****) charged me. Thank you so much for your attention regarding this matter. Should you have further questions, please feel free to contact me.

Business Response:

Dear *******,

We have forwarded your concern to our president, Ms. ***** ******. She has investigated this along with our credit team. Attached is a copy of her letter that was also sent to you via US Mail.

Consumer Response:

Dear Better Business Bureau of Wisconsin,

I was not satisfied with the resolution because I was expecting the company (As We Change) to issue me a check not store credit/gift card. Furthermore they (As We Change) say that they are not responsible for the cause of the problem.  This situation is very frustrating because As We Change blames Citibank and Citibank blames As We Change, I have no real answer, who is telling the truth ?  ( processing payments as cash advances inorder to collect cash advance fees.)

 

Business Response:

Dear Ms. ******,

We have reviewed your rejection of our resolution. We certainly understand your frustration with this issue and would like to help you resolve the concern. We have attempted to contact CitiBank and have been told that they are charging the fee as part of their credit card terms when one form of credit is used to pay the balance on another type of credit. Unfortunately, we have no control over the types of fees or terms that each individual bank charges for the use of their cards. We are uncertain why the bank is stating the charge is initiated by us, this is simply not the case. We do not feel it is our responsibility to return this fee to you as it was not charged by our company. The $20 fee went to Citibank, it did not come to our credit group. We suggest that you continue to pursue Citibank for reimbursement of this fee and an explanation of where this type of charge is outlined in your credit card terms. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Three companies are connected in the billing department of Walter Drake (Miles Kimball, Walter Drake, and Easy Comforts). In May, Easy Comforts sent me a letter stating that I had not paid my bill. Then a lady called me and when I tried to explain that I paid my bill every month, she was rude. I then told her I would go to the bank to get proof that my checks cleared but that am handicapped and it would be a few days before I could get down there, she told me that it didn't matter and that I owed this money. She even hung up on me. Then, I called again to get it cleared up and they told me to fax proof from the bank. I paid $20 to fax 10 pages of my bank statements showing that my checks cleared. First, they gave me the wrong fax number. After faxing the information, the credit center for Easy Comforts called me and they waived all late fees but told me I still owed money. As it turns out, they opened a second Easy Comforts account without my consent or permission and, even though I write the account number on the check, the numbers were so close that I didn't catch it. Then, Walter Drake began sending me letters saying that I hadn't paid. So, I called again. I told them they already had proof that all of my checks cleared. They had again opened a second account without my consent or permission. The lady I spoke with August 14, 2013 told me that she would look into it and call me within a couple of days. I have yet to hear from anyone from that department.

Desired Settlement: I want them to resolve this immediately, refund money that I overpaid (Walter Drake), and all late fees waived as I did not authorize another account to be opened in Easy Comforts or Walter Drake and they did so without my permission. According to my invoices, my balance is 29.51 yet the letter says that I owe that account 40.21. For the second account that was opened without my permission, my balance, minus late fees show that I overpaid them $10.92.

Business Response:

Ms. ********,

We have investigated your concern with our credit department. They indicated that they have also recently been in correspondence with you regarding your balances and have sent itemized invoices and statements outlining the items ordered and the associated charges with each of your orders. According to our system, the balances indicated in your account match those that have been billed. We certainly apologize for issues regarding payments being applied incorrectly. Our credit team has indicated that they spoke with you and have forgiven late fees in the amount of $30 on your accounts. Currently we show your Miles Kimball account having a balance of $47.49, your Walter Drake account a blance of $51.02 and Easy Comforts of $53.43. We understand your frustrations and certainly want to resolve any outstanding issues you may have. The easiest way to arrive at a resolution is to speak directly to our credit representatives as they have all the information easily accessible, they can be reached at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I think most of the $31.32 is mostly late fees and finance charges. With the company giving a refund that would mean my account is over paid and they had a balance left. they did combine the accounts in May because I have the statement from them. The customer services reps will not let me speak to a supervisor they just advise me they have spoke to the supervisor and the balance stands. No one will go over the account with me to get the answers I need.

Desired Settlement: The late fees removed and explanation of how I could owe a balance when they gave me a refund.

Business Response:

*******,

We have reviewed your account with our credit department and were able to determine that your correct balance should be $25.32. This balance is left from your order placed with Miles Kimball on 1/22/2013 for 2 of item Easy Feet Foot Scrubber at $5.92 each. The item total is $11.84, shipping was $4.99 and processing fee of $1.99. This comes to a total of $18.82 plus credit interest and fees bringing the total owed to $25.32. We are waiving any additional interest and late fees that have accumulated which attributed to the balance showing as $31.32. If you have any further questions, you may reach our credit department at ###-###-####.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/7/13 I ordered two tablecloths from Miles Kimball. They did not get around to shipping this order until June 12th. I received the order June 17th, a full 10 days after the order was placed. When the order arrived, on 6/17, I opened it and removed the two items, both of which were packaged in their own pouch. I did not have occasion to use the tablecloths until the evening of 7/31/13. When I opened the pouches containing the rectangular tablecloth, and unfolded it to place it on the patio table, I found that the tablecloth is torn near the zipper, and that the zipper does not work. The other tablecloth was fine. The next morning, 8/1/13, I emailed Miles Kimball and asked them to exchange the damaged tablecloth. They sent me a reply email stating that their policy is to accept returns/exchanges on for 45 days after they ship an order. They stated that, since my request for to exchange the damaged item fell 5 days past their 45 day threshold, they have no intention of replacing the damaged item. I pointed out in a 2nd email to Miles Kimball that the date I requested the replacement was exactly 45 days after the date I received the order. They responded that they refuse to replace the damaged item and that their return policy is stated on their website. While it is true that their return policy is buried on their website, it is also true that consumers would specifically have to search for this information. At no time during my purchase was I informed of their return policy. Frankly, had I been notified of their return policy, I would not have placed the order; I would have ordered from a different company. I spend tens of thousands of dollars a year on online orders, and I know that the industry standard is at least a 60 day return policy. I have never encountered an online merchant who has refused to replace a damaged item.

Desired Settlement: I expect a refnd of 50% of the full amount I paid for the order, since 1/2 of the order was damaged. The full amount of refund due is $16.98

Business Response:

Dear Ms. ********,

I would like to sincerely apologize for the difficulties you had regarding your most recent Miles Kimball order. We have reviewed the order placed and have determined that your request for a refund of the damaged product is reasonable. I apologize that our Customer Service agent was not more accomodating at the time of your original request for a refund. We will certainly use this as an opportunity to review our processes with the appropriate teams. I have asked for a refund to be processed on the damanged table cloth and you will receive a refund check for that amount. We will also be sending a $10 gift voucher for you to use on a future order should you be willing to provide us the opportunity to display the type of service that we are proud of. The check and the voucher will arrive separately. Please allow up to 14 business days for the refund to process.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2013 Billing/Collection Issues | Complaint Details Unavailable
7/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 3 table cloths on December 9, 2012 on order number ***********.I received an email saying the shipment returned to them as undeliverable. Which meant they had the stock on hand. A reorder was made to a different address, (the person the gift was for), and I was advised that shipment *********** would be sent. On January 3, 2013, I was emailed that they DID NOT have the stock available and could not get it from the supplier. What happened to the returned shipment from Order ***********? Did they ever have ANY stock on hand? They are still using my money and gaining interest on it! I repeatedly asked for someone from Management, not a local supervisor, to answer my emails and they have refused! How can a company say they shipped and item or items and have them returned and NOT be able to reship them, if they ever had them. Now they want to refund my original purchase price, Item Id Item name Original Qty Qty cancelled Remaining Qty Total price ****** Classic Weave Elasticized Banquet Tablecover Lg. Oblong 2.00 2.00 0.00 $33.98 332871 Classic Weave Elasticized Large Round Tablecover 1.00 1.00 0.00 $12.99 On 12/12/2012 12/9/2012 Purchase PAYPAL *MILESKIMBAL Computer Related $58.95 They have been using my $58.95 and making money from it! I have copies of the emails sent to and from Miles Kimball asking them to send this to upper management and it seems they have refused. They said they received the initial shipment back from the Post Office but seemed to have lost it before that could resend my shipment. How and Why? I still ask if there was ever any stock available or they were just padding their bank account during the CHristmas Season. It's easier to refund money after they have used it than admit they never had any stock available!

Desired Settlement: They said they received the initial shipment back from the Post Office. Let them find it and resend it to me at no cost to me since that are using my money to fill their bank account. If not, I would like 150% interest on the money I have invested with them or $176.85 since that are so unwilling to get management involved. It has been 41 days since December 9, 2012 and they have used my money for a month and a half

Business Response:

We received your complaint filed with the Better Business Bureau of Wisconsin. We apologizing if you felt we were misleading you, that was not our intention. When you contacted us with the updated address we had not received your original order back, so we were unable to forward it. Instead a replacement order was created on December 26th.  While processing your replacement order the table covers were cancelled, due to limited stock.  We did not receive your original order back until January 9th and by that time the refund process had begun.

We understand your frustration in contacting us; however two members of our management team, **** and *********, did email you directly offering a full refund or replacement for a similar table cover. Since we were unsure of which you wanted, a refund was issued.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On Mon, Mar 4, 2013 at 5:40 PM, ******* *** ********************** wrote:
A refund was NEVER issued.I still don't have the product or the money..Let them fulfill the order and then issue me the money I requested as they have been using it for a long time.

Regards,

******* ***

 

 

Business Response:

Dear Mr. ***,

We have contacted our bank and your refund check is still outstanding. We will cancel that check and issue you a new one. Is your correct address ***** ****** **** ******** *** ******* ** *****?  We will be sending the refund UPS once we have confirmation of your address. We will also send you a tracking number at that time to assure you receive your check. We apologize for this inconvenience and delay.

Sincerely,

Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On Thu, May 2, 2013 at 3:59 PM, ******* *** ******************* wrote:

More lies!
Please keep them on your NOT GOOD list.
I have contacted the Dept. of Agriculture, Trade and Consumer Protection to look onto their tall tales.
I really DO NOT believe they sent anything to me, merchandise or a refund and the Dept. of Agriculture, Trade and Consumer Protection will look into that as fraud!

It has been 6 months they have been using my money and collection interest or profits. They owe me 3times what they collected from me.

*******

 

Regards,

******* ***

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In December 2012 I purchased items they say they shipped and were returned. The said they could NOT resend the items that were returned because that were out of stock (?). After many months of getting no where with MilesKimball, I requested a refund of my $58.95. They sent me a check for $46.79 which is $11.98 short of what I paid them for non delivery of my order. Since they have used my money for over a year and a half, I would like the original order filled and sent and a refund if $50.00 for gaining interest on my money.

Regards,

******* ***

 

 

Business Response: Unfortunately, an error took place when the original refund was placed and the shipping and processing charges were not originally refunded to Mr. ***. We have sent the additional $11.98 owed to Mr. *** and have now refunded all monies sent for the order in question. We are not able to send the original orde as the product is no longer available. When the original order was returned to us it was dismantled and the product was placed back on our fulfillment line to fill other orders. Unfortunately, by the time we attempted to send Mr. *** a new order, the stock had been depleted and our only option was to issue a refund. We sincerely apologize this has taken such a long period of time to resolve. As mentioned, Mr. *** has now received all monies owed to him from his original order.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/18/2013 Billing/Collection Issues | Complaint Details Unavailable
6/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I filed a BBB complaint on in but to date have had no response from anyone, so in case the file has been misplaced, this is an additional request asssistance. I am not sure that this can be filed under 'unethical collection practices' but I don't know what else to file it under. I placed an order [#***********] on Feb. 4, 2013 with Miles Kimball for [2] items and order to be paid for through PayPal. PayPal executed payment authorization in the amount of $21.36 for items and shipping and handling. Ship Order shows date shipped as March 15, 2013 On Monday, Apr. 15, 2013 I received a letter dated Apr. 11, 2013 from Miles Kimball stating that PayPal rejected payment. I looked up my PayPal account and was showing that the $21.36 had been paid. I called PayPal and spoke with a **** [4/16/2013 approx. 11a.m.] and she insisted that payment had been sent. I called Miles Kimball to inquire about PayPal's insistence that payment had been sent. They said that PayPal rejected the costs because they, Miles Kimball, request for payment for items went past PayPal's deadline for payment. I called PayPal back - they were insisting that Miles Kimball was the one to reject the payment. I spoke again with PayPal and they say no such thing and they are still awaiting for Miles Kimball's request for payment as funds are still in my account. They then stated that they immediately wanted either my credit card number and/or a check for that amount to pay the outstanding bill. Per Miles Kimball account of the situation, they say their system isn't set up for re-requesting the amount of funds from PayPal Neither company will talk to one another to straighten this out. They are telling me that it's my problem and up to me to fix it. I feel that if I pay by credit card/and or check, Miles Kimball gets paid twice. At this point I am totally confused and very very very upset.

Desired Settlement: I want Miles Kimball to get their monies since PayPal still says the money is in my account [and it is - I checked]. PayPal is still waiting to pay for the items I purchased from Miles Kimball. I want Miles Kimball to re-request monies owed. I want the account paid and Miles Kimball harassment to stop. Thank You for any assistance to you can give me. ****** ******* 5/26/2013

Business Response:

Dear Ms. *******,

We received your complaint filed with the Better Business Bureau of Wisconsin. We apologize you have been getting the run around concerning your balance due. Your order was placed on 2/4/13 and your PayPal was authorized at that time. Since these items were out of stock we did not ship them until 3/15/13. At that time we charged your PayPal account and it was rejected. It rejected because PayPal has a 7 day period from the time of authorization to the time the funds are charged.  Unfortunately, PayPal will not send us any payment after that time.

We ask that you please contact PayPal and have them isuse you a refund, so that you can then send us a new payment.  Again we apologize for any inconvenience.

 

Sincerely,

Miles Kimball Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

BBB of Wisconsin

What Miles Kimball is saying is so COMPLETELY UNTRUE. When this first came up I contacted PayPal on behalf of Miles Kimball and their response was that they did not understand the problem MK was having as the funds were in my account and were readily available for them to withdraw. It is not my problem that they are too lazy to withdraw the funds by saying their system isn't set up that way. I figure if they can drive me nuts by  their lies, they certainly can go back in and withdraw the funds WHICH ARE AVAILABLE even at this date [re-contacted again today with PayPal]. It is not my fault that they were late in withdrawing funds, it is not my fault they lie by saying PayPal funds for payment are not available.  I should not have to put up with their abuse and hounding.  THE MONEY IS IN THE ACCOUNT, REQUEST  THE FUNDS AND GET MY ACCOUNT  PAID UP. 

Business Response: Thank you for the response regarding your complaint with Miles Kimball Company. We have reviewed the situation and sincerely apologize for the frustration and confusion caused you. Unfortunately, our systems are limited and are preventing us from requesting further payment from PayPal for your order. Understandably this our shortcoming and an opportunity for improvement within our infrastructure. At this time, we have marked your account as paid in full and you no longer have an outstanding balance with Miles Kimball Company. We appreciate your business and again apologize for any inconvenience.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

I truly wish to thank the Wisconsin Better Business Bureau and its staff for its diligence in solving this matter. 

I am thankful that this matter with Miles Kimball has been resolved and that I am no longer indebted to their company for the purchase charge of $21.36 which is now paid in full.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2013 Advertising/Sales Issues | Complaint Details Unavailable
5/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed an order [#***********] on Feb. 4, 2013 with Miles Kimball for [2] strainer scoops and paid for order through PayPal.PayPal executed payment in the amount of $21.36 for items and shipping and handling.Ship Order shows date shipped as March 15, 2013 On Monday, Apr. 15, 2013 I received a letter dated Apr. 11, 2013 from Miles Kimball stating that PayPal rejected payment. I looked up my PayPal account and was showing that the $21.36 had been paid.I called PayPal and spoke with a Mary [4/16/2013 approx. 11a.m.] and she insisted that payment had been sent.I called Miles Kimball to inquire about PayPal's insistence that payment had been sent. They said that PayPal rejected the costs because they{**] had shipped the items later than PayPal's time frame for shipping and paying for items. They then stated that they immediately wanted either my credit card number and/or a check for that amount to pay the outstanding bill. I refused stating that I would be calling PayPal to find out what happened.I called PayPal back now they were insisting that Miles Kimball was the one to reject the payment. PayPal HAS DEDUCTED the cost of the items from my account.Neither company will talk to one another to straighten this out. They are telling me that it's my problem and up to me to fix it.I feel that if I pay by credit card/and or check, Miles Kimball gets paid twice.At this point I am totally confused and very very very upset. They've given me a huge headache and I never get headaches!

Desired Settlement: I want these two [2] companies [Miles Kimball and PayPal] to communicate with each other about getting the bill paid.Miles Kimball should re-submit for payment.Either way, I WANT THE BILL PAID!

Business Response:

Dear Ms. *******,

We received your complaint filed with the Better Business Bureau of Wisconsin. We apologize for the runaround you are receiving concerning your balance. When your order was placed we authorized your PayPal account; however, the items were on backorder so they funds were not charged until the merchandise shipped. Unfortunately, PayPal has a 7 day period to take the funds. Since your merchandise shipped after that time period PayPal rejected payment.

Since you stated in your complaint PayPal recognizes the payment was reject  we suggest you contact them and ask for a full refund, so that you can send the funds onto us. Unfortunately, because of security reasons we cannot contact PayPal and ask for payment on your behalf. Again we apologize for this inconvenience.

If you have any questions or concerns please contact us at ###-###-####.

Sincerely,

Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/26/2013 Problems with Product/Service | Complaint Details Unavailable
3/11/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 29, 2013, I placed an online order to Miles Kimball. The email receipt I received showed my correct mailing address for the product as my ***** *** address. Around February 4, 2013, I received a phone call from a male representative of Miles Kimball asking what my correct mailing and billing address was, as they had in their records showing my previous address in *******, which I moved from a year ago. I gave him my correct mailing and billing address of *** ****** ****** in ***** ***. On February 4, 2013, I received an email from Miles Kimball stating my order was received and it showed my ***** *** address as the billing/shipping address. This email was 4 business days after I placed my order. On February 11, 2013, I received an email from Miles Kimball companyin stating my order had shipped. The email showed a shipping/billing address of my ***** *** address. On Saturday, February 16, 2013, I received a notice in my mailbox from the post office stating there was $9.88 postage due on the package from Miles Kimball and that I could pick the package up at the post office on Tuesday, February 19, 2013 after paying the postage due. I called Miles Kimball Customer Service at ###-###-#### and, after a very lengthy hold time, finally spoke to a CSR, who was very rude and told me that they paid the 7.99 postage and handling. I told her that I got a slip from the post office saying there was postage due. She was very rude. I asked to speak to her supervisor. The "supervisor" came on the phone after another lengthy wait. The supervisor said that they had sent the package to my old address in ******* and that is why there was the extra postage cost. I tried to explain to her numerous times that everything I had showed my ***** *** address and also that I had spoken to someone at the beginning of February and verified my ***** *** address with him. She basically said that it was too bad, but that I would have to pay that postage due, make a copy of the receipt, send it to them and they would credit my account. I do not trust this. I told her that I was not going to go 10+ miles out of my way to pick up a package that should have been delivered correctly in the first place. It was their mistake and now I am having to use my gas, my time and my money to pay for their mistake with no guarantee that they will credit my account the $9.88. Gas is expensive. My time is valuable. The "supervisor" said they could resend out my order, but it would take 7-9 business days for them to process everything and get it out to me. What did I want to do. I told her that I wanted my order by Wednesday, as it was their fault that they had sent it to the wrong address. She told me she would not do that, and that their policy is 7-9 business days. My original order was apparently sent out in 9 business days and took another 4 business days to get to the ***** *** post office. Because of their mistake, I am now having to wait another 10-12 business days before I get my order, as I asked that this be reshipped to me. This is not acceptable.

Desired Settlement: I would like all the postage and handling credited to my account as this has inconvenienced me and taken my valuable time to call Miles Kimball and deal with rude customer service reps and "supervisors". Miles Kimball had my correct billing and mailing address since January 29, 2013 and still sent everything to my previous address, which I had moved from a year ago. I would also like a letter of apology from Miles Kimball for their unprofessional behavior.

Business Response:

Dear Ms. ******-*****,

We received your complaint filed with the Better Business Bureau of Wisconsin. We apologize your order was delivered to your old address, and that you were charge additional shipping. Our records indicate a replacement order was shipped on February 19th to your ***** *** address and the original order was returned to us. If you were still charged shipping by the post office we ask that you please send us a copy of your receipt and we will refund you for those charges. We again apologize for any inconvenience.

 

Sincerely,

Miles Kimball Customer Service

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   However, Miles Kimball had my correct address from the beginning, as they had sent me a catalog to my current address, which is the catalog I ordered from.  They have done a very sloppy job of running a business, and causing me to take my valuable time to contact them and their CSR and her alleged supervisor became very argumentative with me and showed absolutely no professionalism in their conduct.  I know Consumer Protection does not protect the consumers from unprofessional people, but maybe enough people will be treated as rudely as I had been and stop ordering from this company, as I will.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 7 Feb 2013 I visited the website *********************** and placed 3 items (approx $170) in my shopping cart, and then went to the payment page. I then entered a 25% discount promotional code *********** and the total decreased by 25%, and the shipping charge decreased to $19.99. Consequently, I decided to order the items and subsequently entered my **** card and hit 'submit'. The price always remained discounted, but when I received my confirmation email, the price went back up to the undiscounted price. I submitted a complaint via email and their customer service and they told me that "the source code expired" so I couldn't get the discount. I called the company's customer service department and explained that their website had granted me the 25% discount when I placed my order, and that I wanted them to honor their wesbite's discount. They refused. BTW, I just re-created my order on their website with the exact promo code, and it discounted my order again. Here is the payment page: Enter Promotional / Source Code Where do I find this? Your Source Code has been applied! Merchandise Total:$169.85 Processing:$0.00 Shipping & Handling: Discount:-$42.46 SUBTOTAL*: $147.38

Desired Settlement: Free order, free shipping. I'm posting warnings about this company on multiple websites (Yelp, BBB, etc.) and warning consumers to avoid them

Business Response:

Dear Mr. *****,

We received your complaint filed with the Better Business Bureau of Wisconsin. We apologize for the issue you had on our web site. The reason the discount was not applied to your order was because the source code actually expired on December 31st.  We have forwarded your information to our web team to look into this issue more.

Since you did send us a screen shot of the discount we have honored the 25% off on order ***********, placed on February 11th. We are also sending you a $25 gift voucher that can be used towards a future order. You should receive it within 3-5 days.  Again we apologize for any inconvenience caused.

Sincerely,

Exposures Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 16, 2012 I placed an order for 8 engraved Christmas ornaments. When they didn't arrive I contacted Miles Kimball on December 7th only to find out that they were sent to the wrong address and was promised a refund. I again contacted the company on January 13th. I was told that they instead zeroed out the balance (by mistake) and a refund (minus the 1.99 handling fee would be sent. After reminding them that it was their fault I didn't recieve them they agreed to return the full amount of 72.91. On 1/23/2013 I recieved a check in the amount of 1.99. I (again) contacted Miles Kimball on 1/24 and was told that a refund for the remaining 70.92 dollars would be sent out the next day When the refund didn't show up I called on 2/5/2013. I was told that the check would be issued within 7-10 days and I should recieve it within 3 weeks. Considering they cashed my check on November 20, 2012 and I didn't recieve the merchandise that I ordered, I feel the time frame is uncalled for. I would appreciate you looking into this matter.

Desired Settlement: .I want nothing more than the refund in the amount of the check that I sent to them to begin with, (minus of course the 1.99)

Business Response:

Dear Ms. *****,

We apologize you have not received your refund check. Our records indicate it was processed on 2/4/13 and mailed 2/8/13, so you should receive it shortly if not already. Please contact us at ###-###-#### with any questions.

Sincerely,

Miles Kimball Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing in regards to a problem I have with Miles Kimball in reference to a refund they owe me.
On 2 November 2012, I ordered a set of pens from Miles Kimball, *** **** ******, *******, WI *****.
I received a notice that the pens were out of stock. The pens in question were $5.00 a set. I ordered two sets which came to $11.98 plus S&H.
The company refunded me a total of $6.41. I wrote on 21 November 2012 and explained that the two sets of pens came to a total of $11.98 and that
they owed me a balance of $5.57. I did not receive a response.
I wrote again on 12 December 2012 inquiring about the rest of my refund. As of today, I have not heard from Miles Kimball.
I am asking you if there is a way you can help me to get a response from the company.
Thank you for any assistance you can provide me with this matter.

Desired Settlement: Read above

Business Response:

Dear ***** ********,

We received your complaint filed with the Better Business Bureau of Wisconsin. We apologize if we did not respond to your original letter. Our records indicate there was a balance on order ***********, which was placed on October 19th. This amount was taken out of the refund for order ***********.

If you have any questions please contact us at ###-###-####.

 

Sincerely,

 

Miles Kimball Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Please see attached.

Regards,

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

Dear Sirs:
I received your letter on 17 January 2013, thank you for taking the time to review my complaint against Miles Kimball.

I also noted Miles Kimball reply, needless to say their respond is very vague. I called the 800 number provided in their note . After several
attempts, a lady answered (she identified herself as Miles Kimball Co) . However, she was unable to answer my concerns.
Why wasn't the item *********** identified rather than a mere number.

If there "as a balance in previous order , why wasn't it brought to my attention right away instead of waiting to see if I was going to order
anything else in the future. This seems so absurd and why wasn't the balance explained in the statement .

The refund of the pens in question is a separate issue and should be handled accordingly. They still owe me that much $5.57.

The order number *********** does not mean a thing to me. I would like to know what exactly is the item(s).

I asked her specifically what were the charges . She said she would look at the records. She put me on hold, after awhile the line went dead .

I would like a copy of the original order of 19 October 2012, also an itemized list, so that everyone concern know what we are referring to, I
think I am entitled to more than a vague answer in order for them to keep my refund.

 Thank you again for your time.

Business Response:

Dear Ms. ********,

We received your response. We have looked into your order more and we have refunded you an additional $6.99. You should receive your refund check within 7-9 business days. We apologize for any inconvenience.

Sincerely,

Miles Kimball Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear Sir:

I am hoping that vou can help me, as vou have done in vears past.
On November 5, I sent an order to Miles Kimball, *** **** ******, **** *** ****,
*******, WI *****-****. After 3 weeks, and no order, I called them. I was told that
mv order was erroneouslv sent to **********. This was surprising, since mv name and
address were printed on the order. (see enclosure). I was told a replacement order was
being sent. I never received it.
I called again. My order had once again gone to **********, I was told. I asked that the
order be canceled, and mv monev refunded. Thev agreed to do this.
After 3 weeks, I called again. I was told that once again, I would get a refund on my order
On December 31, I called again, and was told, that yes, the refund order had been
issued, but to date, I have not received mv order or a refund. It's been over 2 months.
The Better Business Bureau has helped me twice before on sticky problems such as this.
I am hoping that once again vou can help me.

Desired Settlement: read above

Business Response:

Dear Ms. ****,

I apologize your order was shipped to a different address, not once but twice. Our records show two refund checks were sent to you. The first on December 4th and the second on December 18th. I did refund your shipping and processing so a third refund check has been processed. You should receive it within 7-9 business days. Please contact us if you have not received all of the checks. We have refunded the total cost of your order, which was $14.14.

Sincerely,

Miles Kimball Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

**** * ****

 

 DearBBB:

Thank you for your help in resolving my problem with Miles Kimball of - Wisconsin.
Miles Kimball has now refunded all the money I sent for merchandise. They did Not refund postage. Although I think that they should have (I never received a
Single thing on my order), I am letting the matter drop.
The matter is now closed, although not really satisfactorily. I will not pursue it Further.
Thank you so much for all of your help. I really appreciate it.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/9/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This is both a complaint about the non-delivery as well as their horrible customer service. We ordered a **** **** ******** as a Christmas present, and paid extra for guaranteed two-day shipping. After it hadn't arrived in a week, obviously being lost by ***, we asked them to send another so it would arrive in time for Christmas, since it was a Christmas present. They refused to do this because the *** site said it would be delivered the next business day -- Christmas Eve. I tried to explain to them that this is just an automatic update by ***, but they took ***'s word. After another week of non-delivery, I asked for my money back. But, they again said *** was going to deliver it the next day. Again, I tried to explain it was just an automatic update, that they apparently lost the item. Now, more than a month after I ordered the product, the item has still not been delivered and I have not received my money back. At this point, I just want my money refunded, and I want a permanent record on the BBB site of the terrible customer service I received. Sincerely, **** ******* Here is the order number, etc. Customer Account: ********** > Order Number: *********** > Order placed: 12/15/2012

Desired Settlement: I want a full refund and a permanent record on BBB about their terrible customer service.

Business Response:

We received your complaint filed with the Better Business Bureau of Wisconsin. We apologize you never received your order. Our records indicate you spoke with our customer service department and a full refund has been issued to your ****** account.

If you have any questions please contact us at ###-###-#### or *********************

Sincerely,

Miles Kimball Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/3/2013 Billing/Collection Issues | Complaint Details Unavailable
1/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The primary focus of this complaint is false advertising. I made my first purchase from this company for the 2012 holiday season. The item was advertised as available, 12 by 14 inches in size; a high resolution image; and designed by artists to match the quality of the examples presented on the website. The product was received well after the holiday season; the product was smaller than 8 by 10 inches in size; the resolution was lower than I can produce with my regular home printer and the image created was so grossly disproportionate that it was ridiculous and in no way shape or form resembled the examples presented by the company. I immediately contacted the company by phone to express my concerns. After spending several moments on hold I was told I would be paying for all shipping fees and that the company did not care that they had misrepresented the product, nor that I had received a product that was simply unacceptable with regards to overall quality.

Desired Settlement: The company should refund, not only my purchase price, but also the shipping fees I paid both to receive and to return the item. I would also like an apology or some acknowledgement of the company's failure to produce a product that resembled the one they advertised. Ideally I would also like the company to stop misleading consumers in the representation of their products.

Business Response: As you have requested we have refunded the full amount of your order. This should appear on your next ******** card statement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with them on 11/4 and paid with PayPal. One item was on back order so Miles Kimball only took payment for the items it was shipping, leaving $14.99 for the back ordered item. It shipped it one month later and, when it tried to get the $14.99, PayPal rejected it. They only hold funds for 7 days and saw this as an unauthorized charge. I received a letter, stating I needed to pay the 14.99. I told them the item was already mailed in as a return so payment wouldn't matter. I received an email that the returned item had been received by them, figuring this matter was resolved. Today I received a letter, again asking for the $14.99. I called and told them the item was returned so I wouldn't be paying for it. They said a refund was sent to my Paypal account. I looked at my Paypal account whole on the phone with them and there was NEVER a refund from them. The rep couldn't answer why they'd refund me for something they were never paid for.

Desired Settlement: I want this $14.99 removed and for these ridiculous letters to cease!!! Who ever heard of sending a refund something you were never paid for to begin with!!!!

Business Response:

Dear Ms. ***,

We received your complaint from the Better Business Bureau of Wisconsin. The reason there is a balance due of $14.99 on your account is because we refunded your paypal account on 12/12/12 for an item that was not originally paid for. A copy has been attached. Since your paypal was authorized originally our computer system automatically refunded the amount instead of applying it to your account. We do apologize for that inconvenience.

 

If you have any questions or would like to make a payment by phone please contact us at ###-###-####.

 

Sincerely,

Miles Kimball Customer Sevice

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Attached you will see a screen shot of my Paypal account for all payments/refunds received, dating back to December 1st. There is NOTHING from Miles Kimball. They have received the item back so they need to clear this ridiculous amount and settle this matter. They never sent any sort of refund. Why would you refund an amount you were never paid???  That doesn't even make sense!!!!!!




Regards,

******** ***

 

Business Response:

Dear Ms. ***,

We again apologize for any confusion or inconvenience. Since this was a Paypal order our computer system automatically generated a refund. We have contacted Paypal and they have confirmed that your refund was successfully processed on 12/13/12 in the amount of $14.99 and the ARN confirmation number is ********. It was processed under merchant order #********************* for account ending in **********.

We suggest you contact Paypal if you still have not received the refund. Since the refund was posted we are unable to reverse it and clear your account. At this time there is still a balance due of $14.99.

Sincerely,

Miles Kimball Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

IF MILES KIMBALL IS SO CONCERNED ABOUT $15, THEY CAN HAVE IT AND SHOVE IT UP THEIR *****!!!!  I WILL NEVER SHOP WITH THEM!!!!  THEY RECEIVED THE ITEM BACK!!!  HOW STUPID ARE THEY THAT THEY REFUND AN ITEM THEY WERE NEVER PAID FOR????  HOW STUPID ARE THEY?????  I WILL NEVER SHOP THEM AGAIN!!!  THEY ARE LIARS AND SCAM ARTISTS!!!!!

Regards,

******** ***

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/11/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a yard tote off ****. The tote is from Miles Kimball and I was told if I was unhappy with it to use the order form included with it to return it. I did. That was October. I still have NOT received notice from them. As of now they have the tote and my money.

Desired Settlement: I would like my purchase price returned.

Business Response:

Dear Ms. *****,

We received your complaint filed with the Better Business Bureau of Wisconsin. Unfortunately, your merchandise was not purchased from us so you will need to contact ***************** for a refund. We apologize for any inconvenience.

Sincerely,

Miles Kimball Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I contacted the seller she told me to contact The company. I am getting the run around!

 

***** *****

 

 

Business Response: We did contact the **** seller, as they were refunded for your order. They assured us that they have emailed you and a refund will be sent. Again, you will need to contact ***************** for any additional information.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

 

***** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/29/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 18, I ordered merchandise (a ***) from **** ********. I ordered via mail, sending them a check. I've yet to receive the product. Customer service says it cannot locate my order. The check was cashed on October 25. They asked for a copy of both sides of the check. I emailed it to them. I'm tired of getting the runaround.

Desired Settlement: I want a refund. I no longer wish to do business with them, nor any of their parent or partner companies.

Business Response:

Dear Ms. *******,

We received your complaint filed with the Better Business Bureau of Wisconsin. Our records indicate refund check #******* in the amount of $31.97 was processed on December 7th, so you should receive your refund shortly; if not already.

If you do not receive it or have any additional questions/concerns please contact us at ###-###-####.

Sincerely,

**** ******** Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a 85 year old consumer in ******** who buys frequently from your company. I accidently ordered the wrong portable bath bench and needed to return it. I don't understand why I also had to pay $15.46 to send the package back to you?! You do not have a store I can simply go to and return my item. Most of your consumers are in the elderly population and live on a fixed income. I payed $33.98 for the bath bench, then had to spend the $15.46 to return it, so in reality I am only getting $18.52 dollars. I am definitely going to think long and hard if I ever want to buy from your company again, and I don't feel if asked by family/friends that I can give you a good review. I sincerely think you are taking advantage of your elderly clients.

Desired Settlement: I would like to receive a check for the $15.46 that I had to pay to return my item to you.

Business Response:

Dear Ms. *****,

We received your complaint filed with the Better Business Bureau of Wisconsin. We are sorry to hear you felt our return policy was misleading.  Unfortunately, we do not reimburse shipping fees on returned merchandise unless the item is damaged or defective.   

We do, however, provide pre-paid shipping labels on our web site for returning merchandise. There is a standard $7.00 charge which will be deducted from your refund or applied to any replacement/exchange orders.

If you have any questions please contact us at ###-###-####.

Sincerely,

**** ******** Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed two different orders and the orders are being sent by FED EX initially, and I am paying for that, but then when tracking my orders I find out that they are now pushing my order off to the local Post Office for the final delivery of my order! I am requesting the refund of my shipping charges since they are starting to ship, then they use the regular mail which is less expensive. This is what I consider double dipping! Plus they charge an automatic 1.99 processing fee!

Desired Settlement: I want refunded for the shipping charges from both orders! If they would have stated that we will ship via UPS or FED EX and then send it over to the local post office then that would be fair, but they don't! Plus I want refunded for both of the order processing fees!

Business Response:

Dear *. ********,

We received your complaint filed with the Better Business Bureau of Wisconsin.

Our records indicate both of your orders shipped via smart post. Order *********** placed on 11/6 was not charged shipping as you had a free shipping code. Order *********** placed on 11/29 was charged $4.99 for shipping, which is our standard rate.

To better explain our shipping vs. handling. The shipping and handling fee covers the cost for the postage and material used to mail your order and is based on your merchandise total.  The processing fee is a flat rate fee that helps defray the cost of hand-picking your order.  It also ensures that your order is carefully packed, and that we are able to maintain the service level our customers have come to expect. 

We hope this information helps. If you have any questions or concerns please contact us at the number below.

 

Sincerely,

Miles Kimball Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

* ********

 The company has avoided the request and is trying to stiff the customers, for shipping differently than the original shipping.  If you ship via FED EX then ship FED EX if you ship UPS then ship UPS if you ship USPS then ship USPS don't mix, because when I have them tracked it throws the delivery date off by at least two day!  That is not acceptable in my book!  I have managed several business and your company is absolutely the worst company I have dealt with!  Word of mouth can really hurt or help a business!  You seem to want to take your chances, in this day and age of technology!  But you know that your company will fail and is failing!  Other wise you wouldn't also be charging the 1.99 processing fee the only company out there that does that, you used to not do that, but greed got to you all!  I still want a refund for the 1.99 each for both orders plus the 4.99 shipping charge for the one order!  So I do not agree to the NON TERMS! GOD BLESS YOU!

Business Response:

Dear *. ********,

We received your rejection to our original response. We apologize for the confusion regarding our shipping methods.  Our standard shipping methods for all packages is a service provided by FedEx called Smartpost.  This is a shipping service provided by FedEx that simply delivers our packages to the United States Postal Service bulk mail facilities, this service is entirely separate from FedEx’s traditional shipping services.  Our true standard shipper is the USPS.  Many large companies utilize FedEx’s Smartpost service to deliver their packages to the post office simply due to the large volume of packages we deliver every day. misleading.  Both of your orders were shipped via Smartpost and appear to have arrived within our standard delivery window of 7-9 business days.  The shipping and handling charges associated with your order are inclusive of not only the actual cost to ship the package, but also cover additional costs involved such as packing materials, etc.  Our processing fee of $1.99 on each order is designed to cover additional expenses associated with packing and handling the order within our facilities.  Many companies choose to add fees such as this directly to their shipping and handling charges, however, we decided to break this down for our customers.  As previously stated you received free shipping on order *********** and paid standard shipping on Order ***********.  As a one time courtesy, we have decided we will refund your processing charges for both orders and the $4.99 shipping charge on order #***********.  If you would like any further assistance, our customer service team can be reached at ###-###-####.

Sincerely,

Miles Kimball Customer Service

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

* ********

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/14/2012 Problems with Product/Service | Complaint Details Unavailable
10/12/2012 Delivery Issues | Complaint Details Unavailable
10/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mom made a purchase from ****** *****. She was offered a rebate and asked me to sign her up for it because she doesn't have a computer. I was somehow redirected and signed up to freeshipping.com I was charged $12.97 monthly charge, called and they cancelled my account which I never wanted. They refused to refund me, claimed they had no manager and that they were not in the office. The girl wouldn't give me her name and was horrible to me. My mother never received the check and I was never refunded by freeshipping.com. My bank refunded me the amount to my credit card while they investigate. ****** ***** is a party to this scam and I am sure that many other elderly people are being scammed and if my mother used her credit card instead of me, she wouldn't even have noticed this monthly charge. It's probably happening to thousands of people who don't even know it.

Desired Settlement: A $15 rebate check which my mother was promised by ****** *****

Business Response:

Dear Mrs. ****************,

 

We received your complaint filed with the Better Business Bureau of Wisconsin concerning your mothers order. Freeshipping.com is an affiliate of our company. We have contacted them and they have verified that you have been refunded for the membership.

 

A rebate check was mailed to ** **** *** ******** ** ***** on August 17th.  Since the rebate check was never received a second check was mailed on September 30th. We do apologize for any delay or inconvenience.

 

Please contact us at ###-###-#### with any questions or if you have not received the second rebate check.

 

Sincerely,

 ****** *****Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2012 Billing/Collection Issues | Complaint Details Unavailable
7/17/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a Biggest Sale of the Year catalog advertizing 75% off. I immediately completed a order form within 2 days of receiving the catalog. All items that I ordered were on sale. I did not notice that the sale date had passed, so sale was not even active when I received the catalog. I called the company because I was billed for the additional amount between the sale price and the original price of the item. Their customer service personal are fast talking and trained to handle this type situation because in talking with other that have faced the same situation with this company say they have also expercienced the same problem. The company is sending out their sale catalog after the sale has expired to trick people in buying the items knowing that they will not be aware of the sale expiration date and then they receive the order they submit a bill with the items. I felt like the customer service representative was extremely rude, I could not get a word in edgewise and I finally hug up my phone to avoid his confrontation and rude manner in which he has handling the situation. He was blaming the Postal service for delivering the catolog late. I have been employed by the Postal service and I know how committed they are on timely delivery. The catalog showed no indication that this was a time senative mailing.

Desired Settlement: I would like for the company to honor the sale price of the items that I ordered and remove my name from their mailing list to not ever receive any addition false sale advertisement.

Business Response:

Dear Ms. ********,

 

We received your complained filed with the Better Business Bureau of Wisconsin. We apologize for any miscommunication; however, the Summer Sale catalog had expired on 6/5. Your order was not receive until 6/19, that is why you were billed for the additional amount. We did verify that some of the items are still on sale so we have credited your account in the amount of $5.60. There is still a balance due of $3.00 at this time.  For future reference, the expiration dates are located on the order form, also throughout the catalog.

 

We also apologize for the poor experience you had with our call center. Please know that we are looking into this matter further.

 

Sincerely,

 

Miles Kimball Customer Service

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2012 Problems with Product/Service | Complaint Details Unavailable
6/30/2012 Problems with Product/Service | Complaint Details Unavailable
6/19/2012 Billing/Collection Issues | Complaint Details Unavailable
6/8/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order by mail on March 11. My check cleared on April 3. Miles Kimball says they have no record of the order. I sent them a copy of the check, but they said they needed to see both front and back of the cancelled check. I then sent them a copy of the check front and back. This was mailed a week ago, but they say they never received it. After several emails and phone calls, I'm fed up and want a refund.

Desired Settlement: Refund check.

Consumer Response:

Dear Sirs,

 

In response to the following, I have now received a full refund from the firm and am satisfied with this.

 

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

 

 

Dear ****** ******* *

This message is in regard to your complaint submitted on 5/23/2012 5:26:35 PM against Miles Kimball Company.  Your complaint was assigned ID *******.

 

You recently requested our help concerning a problem with the company named above. The company has not responded to the BBB to date.

 

If you have heard from the company please contact the BBB at ***************************** or return this letter to the BBB.

 

Have you heard from the company? Yes No

 

Are you satisfied with the company's efforts to resolve this matter? Yes No

Consumer Response:

Dear Sirs,

 

In response to the following, I have now received a full refund from the firm and am satisfied with this.

 

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

 

 

Dear ****** ******* :

 

This message is in regard to your complaint submitted on 5/23/2012 5:26:35 PM against Miles Kimball Company.  Your complaint was assigned ID *******.

 

You recently requested our help concerning a problem with the company named above. The company has not responded to the BBB to date.

 

If you have heard from the company please contact the BBB at bcolmerauer@wisconsin.bbb.org or return this letter to the BBB.

 

Have you heard from the company? Yes No

 

Are you satisfied with the company's efforts to resolve this matter? Yes No

Business Response:

Dear Mr. *******,

We received your complaint filed with the Better Business Bureau of Wisconsin. Our records indicate the copy of the cashed check you sent us was not cashed by us. Attached is a copy of the back of your cashed check as well as a copy of what our endorsement looks like. Your check has a written signature which is something our company does not do.

Since you were very adamant we cashed your check and until recently we were unable to verify the check we did send you a refund in the amount of $20.46. Our records indicate you cashed it on May 21st 2012 so we further refund will be sent. A copy of your cashed refund check has also been enclosed.

Sincerely,

***** *******
Customer Service

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On March 15th--, I ordered a purse from Easy Comforts--and sent a check for $20.97 in payment for same. I did not receive it long after the check cleared and I phoned Customer Service on or about the 12th of April--to be informed that the purse was on back order. I WAS NOT INFORMED OF THAT STATUS at all at any time. I asked for my money back and was informed it would take 2 weeks---which is totally unacceptable as far as I am concerned. I have never dealt with a company that takes two weeks to issue a refund, especially since they have had my money for well over a month. I am a senior citizen on a budget and since I don't have the merchandise, I want my money immediately.

Desired Settlement: An express mail envelope with a certified check for $20.97 plus the$0 48 the stamp to mail my payment in the first place---and an apology both for the delay in refunding my money and the lack of notification of the item being on backorder.. It would be nice if the refund policy was stated in the catalog also so that other suckers like me would realize that Miles Kimball and Easy Comforts are playing at Ducks and Drakes with our money.

Business Response:

Dear Ms. *******,

I received your complaint filed with the Better Business Bureau of Wisconsin. I am sorry to hear you were not notified your item was on backorder. Also, for the delay in the processing of your refund check.  We recently upgraded our ordering system and the processing of refund checks was one of the areas most adversely affected.   Your refund check has been mailed via UPS Ground so you should receive it shortly. I cannot apologize enough for the trouble you endured.  I hope you will consider placing another order with us in the future as we would hate to lose you, a truly valued customer.   If we can be of any further assistance, please feel free to contact our Customer Service department at ###-###-####.  They will be happy to help you with any additional questions or concerns.  

Sincerely,

 

Easy Comforts Customer Service

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

Better Business Bureau

l047

 

 

N. Lyndale Drive

 

suite lA

Appleton, WI

 

 

.. 54914

 

Sirs,

BBB APPLETON

March 17, 2012

Wish to register a complaint against one of your local

businesses - namely:

Hiles Kimball

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

Around Christmas-time I received a product catalog from

Milas Kimball. mailing label enclosed.

PAGE

 

 

02/84

 

I

 

 

absolutely DETEST what is commonly known as "junk-mail."

 

That

 

 

is why this senior citizen -- (am 77 years of age) -- has

 

worked my butt-off for over

 

 

20 years in an effort to keep my name

 

off those damn "lists." After considerable time. effort and yes,

expense,

 

 

I have successfully been able to reducf..~ the amount of

 

this unwanted,,, ,and unnecessary

 

 

..••• mail by upwards of 90%.

 

Whenever something arrives

 

 

j in my mail, such as the Miles

 

Kimball catalog just described, I generally write in an effort

to ascertain from whom it was they obtained my name/address •

 

 

.

 

I

 

 

did this with Miles Kimball. January 10th, 2012. Was

 

livery

 

 

friendly" in t.his l.etter, even advising them that I was born

 

and raised in Madison, graduated from high school in 1953 whereupon

ea~istsd

 

 

in the U,S. Marine Corps shortly after. Also shared with

 

them that

 

 

I am, in spite of not having lived in Wisconsin since

 

discharge

 

 

from the Marines, am still ardent Green bay Packer. I

 

thought having some "common bortd" they would be encouraged to

reply, (Have found that 80%-90% don't extend the common courtesy

Of areply

 

 

in today's world: SICKENING!)

 

Not hearing from Miles Kimball. sent follow-up letter

January 31st.

 

 

(I always ask for a reply within lQ daysl)

 

NO RESPONSEl

on

Again.

sent third letter February

 

 

25th, even enclosing a 1st class

 

postage stamp sO no cost

 

 

would be incurred on their part. AlsO

 

advised them that if I did not receive a response I would

 

 

fill ....

 

a complaint with nearest BSB.

Again sirs: NO RESPONSE!

I realijre there are more important things, I suppose. than

answering mail, However, they initially solicited me. wanting

my business •••• and money •••• I feel the least they can do

 

 

iB ~ reply

to my letters in a timely manner.Especially when I include a 44cent stamp.. I am fully aware Miles Kimbel is a large company and has been around for many years.

But that is no *** excuse for not answering my inquiries!!!!

Hope you register this complaint with your agency. I find the obvious lack of business expertise of Miles Kimball to nothing short of apalling !

Have any question pleaselet me know.    

 

Desired Settlement: see Attached document

Business Response:

We received your complaint filed with the Better Business Bureau of Wisconsin. Our records indicate you have been removed from our mailing list already. If you are still receiving catalogs from us or any other company that you do not want we suggest you contact the below company and they can remove your name from all rental lists.   

 

Direct Marketing Association** *** ***
******* ** *****

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint:

Better

 

Business Bureau of-Wiscoasin .

.10101 West Greenfield Ave.  Suite 125

West
allis WI, 53214

P.O. Box 551

 

Buh1, MN 55713

March

 

7, 2012

 

I would like to file

 

a complaint against
***** ******** *** **** ******* **** ****** ***** ******** ********* *.4,9..o3~3600.

 

This

 

company sends me catalogs. ..I have o.J.;dered from them in the

 

past.

Last winter, .the company sent me a 20-%. eff coupon •. On Dec .... ,1, 2011,

 

I

 

used the 20%  off coUpon when I placed an order with this company. r

 

ordeted

 

product.~;._f.Qr $52~92. .-

 

:r

 

subtra'¢i!ed $10 .. ,58 (20% of my order.)

 

$42' •. 34.

t

 

added . $1.99 (the cost of .. the procesing fee, as listed on

 

the

 

order' form.)

 

I wrote a

 

check for $.44.33.

 

The order 

 

 form stated that shipping  and handling were free If I ordered more than $39.

 

In ..

 

January I recieved a letter form the company statting that. I owed  them $8.99. It appears that I am being charged for shipping and handling . I  did call their customer.service department . to question why I am being charged $8.99" I'· received no satisfaction by speaking to

 

their' .

 

representative.

 

:I  feel

 

that Miles Kimble is gulity  of false advertising . The or.der

 

-----form

 

stateS:thats shipping is free· totals· $39 or  more .. The

 

coupon for

 

20% off any.:.order. I am. ,,confused by:,.the .ffollowing~ statement

 

which

 

appears on the.bottom of my invoice Because.:.we: allow only 1 offer

 

per

 

 order, we' are honoring the . .best.value~ ...Addtional :billing may result. Exactly what is. meant by "1 off  per order. Does that mean forget about free shipping  and handling if I use the 20% coupon?· The

 

order form does not say

 

that .

I would appreciate hearing from you regarding this matter.
                                                                            Sincerly yours,

P.S I have attched copies of pertient information

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

 

Dear ***** ******,

As another year comes to an end, we remain grateful for friends like you. Thank

you for choosing Miles Kimball, and inspiring our simple mission to offer unique,

hard-to-find products, honest value, and old-fashioned service.

After

 

76 years in business, we're continually striving to improve your shopping

 

experience and make our best even better. Our team is constantly discovering

exciting products you won't find elsewhere ... new ways to help you enjoy life,

celebrate the seasons, and make your home a haven of comfort and ease.

Whether you shop by phone, by mail or online, we're here for you at every step

of the process, eagerly awaiting your feedback. As our tried-and-true classics

keep improving, one thing won't change-we stand behind everything we seUno

questions, no hassles ... no kiddingl

To express our gratitude, we have a special offer exclusively for you.

 

When

 

you use the enclosed coupon, you'll receive 20% off any order, regardless of

size. This

 

 

 

 

offer does not expire until December 31,2011, and there's still plenty

 

of time to shop before Christmas-so relax, grab a cup of coffee, and browse our

latest catalog or enjoy easy, online shopping at ********************.

Wishing you all the bestl

Sincerely,

***** *****

President

Miles Kimball Company

10531108801

 

 


 

Desired Settlement: see Attached document

Business Response: Dear Ms. ******, 

I recently received your complaint regarding the recent order you placed using the 20% coupon.  I appreciate you taking the time to share your feedback with me.  In your letter you mentioned that an invoice was sent to you for the shipping & handling charges on this order as we honored your coupon.   Typically, our normal policy is to honor only one offer per order.  When a customer has requested multiple offers be used, we apply the offer that affords the best value to the customer at the time.  We try very hard to make sure that our policies are clearly stated and visible to our customers to avoid any confusion and frustration when placing your order.  While we do not reference this policy in the letter mailed with the coupon; the back of the coupons do indeed state “Not valid with any other offer.” I apologize for the confusion and inconvenience you have encountered with this order.  We utilize customer feedback on a regular basis and I will be sure to share your concerns with the appropriate teams.  As a courtesy and a thank you for sharing your feedback, I will override the shipping charges on this order and remove the balance due.  

Sincerely,

 

Miles Kimball Customer Service 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2012 Problems with Product/Service | Complaint Details Unavailable
2/29/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Around November, 2011, I ordered some gifts from a Miles Kimball catalog that had been mailed to me. I paid for the order at that time and received the items accordingly. 2 months later, after the time for returning the items lapsed, I received a bill in the mail from Miles Kimball. I called the company because I had already paid for all of the items ordered. Their customer service person told me that the catalog prices had expired and I owed the money for the higher prices. I told them that was ridiculous. If the prices were no longer valid, why did they mail me the items for the amount I sent. I believe this company sent me the items and took my payment and then waited until I could no longer return any item (60 days) and then billed me for the higher price they wanted. Never do you order and pay in full and then get billed for a higher amount 60 days later. This is deceptive sales practices. Had the catalog expired, this company should have sent back my check and advised me of this, or at least contacted me to see if I still wanted the items at the higher price.

Desired Settlement: I want the $8.99 they are billing me now removed. I shouldn't owe them a dime. It's a matter of principle and of deceptive billing.

Business Response:

Dear *** ***,

 

We received your complaint filed with the Better Business Bureau of Wisconsin.

 

We do understand your frustration and we apologize if you feel our free shipping offer was misleading. The expiration date is always located on the order form next to any special offer rules/information. When you received your order you should have also received a packing slip. This slip would have the balance due amount on it and the reason for a balance due. At the time you placed your order a more current catalog was also running a free shipping offer; so as a onetime courtesy we have removed the $8.99 balance from your account.

 

If you have any additional questions or concerns please contact us at **************.

 

Sincerely,

 

****

Miles Kimball Customer Service

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** ***

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 11/11/11 I purchased two ********* bathing suits online from As We Change. I wore the first one approximately one month and it fell apart. My hand went through the mesh on the back of the suit. I am now wearing the second suit and it is almost in that state now. I called As We Change to try to get some information on ********* so I could contact them. The store could not or would not give me any information. I then ask them if I returned to suit to them, would they send it back to the manufacturer. They said no. The customer service department also told me I had no recourse because the purchase was over 30 days old and nothing could be done. If merchandise is defective, is it true that nothing can be done? I used the suits 50 minutes a day for water aerobics and rinse in cold water as soon as I get home. I have worn ********* suits for many years and have never had a problem like this.

Desired Settlement: I would like for the manufacturer to be held responsible for defective merchandise. I also think As We Change owes me a apology for their lack of assistance.

Business Response:

Dear Ms. *******,

 

We received your complaint for the Better Business Bureau of Wisconsin concerning your swimming suits. We do have a 45 day return policy in place; however, we did contact ********* and they are very concerned.

 

First we need to know if you still have both swimming suits and if you would be willing to mail them to us, we would pay to have them returned.  If you do and are willing to please let us know and we will have a Fed Ex call tag created.

 

Once ********* examines the suits they will replace them with another suit of equal or lesser value.

 

Sincerely,

 

As We Change Customer Service

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

**** *******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2012 Advertising/Sales Issues | Complaint Details Unavailable
1/29/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company ( Easy Comforts ) sold me a product I was satisfied with but they also offered a rebate of $15.00 on the back of their shipping invoice/receipt through another company called "Freeshipping.com" which stated that if I went along with a free 30 day trial of their so called service and cancelled before the 30 day period ends I would still get the rebate which was over 6 months ago and I have still not gotten my rebate and both companies say it's the others responsibility and in recent requests to both companies to discuss this matter they now refuse to answer my Emails. A rebate WAS in fact promised and I was even asked by the other company what address I wanted my rebate check mailed to which clearly indicates to the customer that he or she will be getting a rebate check. Easy comforts offers this rebate on THEIR form and I feel that is misrepresenting a rebate that doesn't exist and the other company uses as bait to get a person roped into a year of some non existant service and then charging as much as $80.00 to $125.00 to their credit cards. On my most recent complaint to both companies ,they now say they never received a rebate request which leads one to believe that they are both culpable. Im 83 ,on a fixed income and I needed the lousy $15.00 and I feel both companies are wrong in promising a rebate that doesn't even exist. My main concern is that someone could get scamed out of their credit card info and be taken for money they need. Any help would be appreciated. Thankyou.

Desired Settlement: I want my rebate I was promised.

Business Response:

Dear Ms. ********,

 

I received your complaint filed with the Better Business Bureau of Wisconsin. 

 

Let me first apologize for the problems you had experienced with our rewards program affiliates.  I have looked into the matter further and found that you had actually signed up for 2 different programs.  

 

Both companies have been contacted and have assured us that you will be receiving your rebate checks. Free shipping.com will be sending you a $15 rebate check within the next 2 weeks. Affinion will be sending you a $20 rebate check in the next few weeks as well as an apology letter from their president.

 

Again I apologize for any inconvenience and hope that you will continue to shop with us.  Please contact our customer service department if you do not receive your checks. Their number is ###-###-####.

 

Sincerely,

 

********* *

Easy Comforts Customer Service

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

I will be happy to withdraw my complaint as soon as I receive my rebate check but not before.

 Whatever the outcome ,I do appreciate the BBB Wisconsin for their help in this matter.

Regards,

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Walter Drake sent to me the wrong Christmas Cards. They have not refunded to me the procesing fee or shipping. I demand refund of processing fees and shipping charges for a product that I did not order. I think that they are engaging in bait & switch tactics. I think that they were out of th product. Whatever the case may be, they do not have the right to charge me for processing and shipping a product that I did not order. As of today, they have not credited me processing and shipping charges that I am due. Can you imagine how many other customers that they do this to? This was the first and last time that I deal with these con artists. The product was advertised in a newspaper insert. It is absurd to try and make me pay for processing, shipping and handling of a product that I didnt order. I think that these actions require a class action suit.

Desired Settlement: I think that you should make them as a matter of policy refund processing, shipping and handling fees on all shipments that are in error on their end. I should not have to pay for thir mistakes when I receive no benefit whatsoever. I should not have to go to such extremes to get my money back when the error is on them. I should not have to ask for it. It should be policy. Not just in bait & switch fulfillment but in all transactions with processing and shipping errors. I am the injured party. They should not benefit at my expense. Quite the contrary. They should be required to refund all past and future transctions wherein they kept processing and handling fees withheld from customers and they should eat the shipping costs as it is THEIR error.

Business Response:

Thank you for contacting us. Our records indicate you emailed us several times concerning this issue and we responded on December 24th that we will be refunding your shipping and processing fees. This amount was credited back to your Visa card. We apologize for any miscommunication concerning your refund.

 

Please contact us at ###-###-#### with any additional questions.

 

Sincerely,

Walter Drake Customer Service

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

I requested a policy change. I forwarded to you their email wherein they refunded only $12.99.  I received the balance only after I complained to you.  In my original complaint, I requested a policy change to automatically refund shipping and processing fees to customers when the error is due to the merchant. It should not require additional request by customers or require a BBB complaint. Thier email confirms that they only refunded originally the cost of the order--i.e. $12.99. This is apparantly systemic in their billing practices and therefore has to be corrected by a policy change.  I also requested all prior processing fees and shipping charges be refunded or proceed to a class action.  The email that they forwarded to you was AFTER I filed the complaint.  Now I have found out that they charged my account $1.94 on 12/14!!!  For what??? I didnt order anything!!! Is this, again, systemic?  Do I have to file another complaint to get back the $1.84? There are to many "errors" for this to be unintentional.  If not intentional fraud then it is sytemic fraud.  Their billing practices have to be changed and I still demand a policy change with confirmation of same.

Business Response:

---------- Forwarded message ----------
From: Walter Drake Customer Service <Help@wdrake.com>
Date: Sun, Dec 18, 2011 at 4:41 PM
Subject: RE: Replacement/Refund
To: ***** ****** ***********************


Dear *****,



Thank you for your recent email.  We apologize for any inconvenience we may have caused you.  We do not need the cards back.  We have issued a credit of $12.99 to your Visa.  The credit should appear on your future statement.  The card value packs already shipped.  If you no longer want them, you can refuse the package.  We will credit you back for them once received.

If you should have further questions or comments, please feel free to email us or contact our Customer Service Department at the phone number provided below.



Thank you,

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

From: ***** ****** ***********************
Sent: Saturday, December 17, 2011 10:07 PM
To: Walter Drake Customer Service
Subject: Replacement/Refund


Customer Number:
Order Number: ***********

You sent the wrong Christmas Card!!!  There is no way that I will receive the right one now in time to send them out!!! Cancel the 2 value packs and refund my credit card your charges.  I cant believe that this has happened to me. How could you mess up such a simple task?

Business Response:

Dear Mr. ******,

 

Thank you for your feedback. Please know that we do already have a policy in place to refund shipping and handling in full when the error is ours. The reason you did not receive your shipping and handling fees back right away was because there were other items on your order that were already shipped. If there would have been only 1 item on the order you would have received the full refund right away. As stated via email when you first contact us the additional items had already shipped, so we were unable to cancel your order. Since these items have not been returned to us your credit card was charged in the amount of $1.94. You do have up to 45 days to return any items for a full refund.   If you would still like to do so please contact us at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2011 Problems with Product/Service
12/13/2011 Advertising/Sales Issues
11/26/2011 Problems with Product/Service
11/13/2011 Problems with Product/Service
11/7/2011 Problems with Product/Service
10/18/2011 Guarantee/Warranty Issues
9/27/2011 Problems with Product/Service
9/26/2011 Problems with Product/Service
9/13/2011 Guarantee/Warranty Issues
9/6/2011 Guarantee/Warranty Issues
1