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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.

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Reason for Rating

BBB rating is based on 13 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 91 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

91 complaints closed with BBB in last 3 years | 36 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 23
Delivery Issues 13
Guarantee/Warranty Issues 1
Problems with Product/Service 40
Total Closed Complaints 91

Customer Reviews Summary Read customer reviews

13 Customer Reviews on Silver Star Brands
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 2
Negative Experience 10
Total Customer Reviews 13

Additional Information

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
Contact Information
Customer Contact: Mr. Jake Wojciechowski, Call Center Customer Care Team Leader
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 Mail-Order Houses (NAICS: 454113)

Alternate Business Names
As We Change BiMatrix Easy Comforts Exposures Miles Kimball Company Native Remedies 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.

Industry Tips
Avoiding Overspending While Shopping Buying Medicines and Medical Products Online Discount Medical Plans Ebay Shopping Tips Health Clubs

Customer Review Rating plus BBB Rating Summary

Silver Star Brands has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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

  • 6531 Park of Commerce Blvd STE 160

    Boca Raton, FL 33487

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/3/2015 Advertising/Sales Issues
4/23/2015 Billing/Collection Issues
4/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 9, 2015 I called Miles Kimball- Walter Drake credit department to pay my bill for both Miles Kimball and Walter Drake. I indicated that I wanted to pay $20.00 dollars on Miles Kimball and $15.00 dollars on the the Walter Drake bill which would add up to $35.00 dollars when I went to check my bank account they charged $70.00 dollars to my account which caused my account to overdraw and was charged $35.00. I did not give them the authority to charge $70.00 to my account. I called them up and told them about the unauthorized amount and they hung up on me. I then called back and stated the problem and they did nothing. They only had the authority to charge $35.00 not $70.00 to my account.

Desired Settlement: I would like them to return the $35.00 that was not authorized for them to charge to my account.

Business Response:

Good afternoon,

Thank you for your inquiry. We have been working with our credit department to get this issue resolved. Our credit department will be reimbursing you for your overdraft fees and will be contacting you shortly with any questions they may have. Should you have any further questions please let us know. Thank you!

~The Miles Kimball 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,

 

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

 

 

 

3/21/2015 Problems with Product/Service | Complaint Details Unavailable
3/16/2015 Delivery Issues
3/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 PELVIC KEGEL EXERCISERS at $199.00 EACH ($398 total). These devices are to be inserted inside the female body, inside the vagina cavity, in order to help train and strengthen the pelvic muscles and help with urinary incontinence with continued use. I received both devices today, one for myself and one for another family member, as they are NOT able to be used by anyone else due to being "medical" devices, per se, in that they are used internally. Upon opening the outer box, which had NO SEAL on either Kegel device, I started reading the instructions and with broken English it's difficult to comprehend. I called Walter Drake customer service and they are supposed to have someone call me to try to go over the instructions within 7 days, which is fine. 2 other items had NO picture and NO instructions so before I could ask about those, our call ended so I called back. However, upon further inspection of the Kegel devices, I noticed that not only was the outer boxes UNSEALED, the pieces that go INSIDE the body, had absolutely no seals either! Therefore I wanted to find out if all their Kegel devices of this brand were unsealed as I would NEVER EVER use an unsealed device that you insert internally when the risk of infection or disease is so high! They refused to accept it back or even exchange it for a sealed box since he said the supervisor told him that "it's new so it's fine". How would the supervisor know where these 2 devices have been or if they could have been used and returned before they received them to sell??! I could not, nor would I EVER use an internal personal device such as this when it was not received in a sealed manner. Like I told them, if the device part that was inserted was sealed that would have been fine, but nothing is sealed, it's all open to where anyone could have touched or used it. It's NOT able to be sanitized either. When you pay good money for a needed device such as this, then receive it unsealed, it makes me very angry when the company refuses to do anything at all about it! I could understand if it was attempted to be used then had second thoughts, but these were received by UPS delivery and I called within 5 minutes of opening the package to advise them of this most disturbing find. I can't see that ANYONE should use or buy this device from them since it's NOT sealed, thus opening up liability issues from possible infection or contamination or anything along those lines! These are unused devices that I want refunded due to the above issues of health concerns but they won't do so at all or even offer any other recourse. I would have thought such a well respected company would have realized that this is a serious issue and not only accept my return of these 2 devices, but look into pulling this product from their selling line due to them NOT being sealed! Why would they even want to sell devices like this internally inserted device when it's potentially contaminated??! I guess money and profit are all that matters to companies anymore! Very sad! I will NEVER order from them or their partner companies ever again and I'll certainly post a comment under this specific product on their website to warn others that it's NOT sealed so they won't waste $200 on it either, unless they want to risk using the device when they know it'll be unsealed when they get it!

Desired Settlement: I've already indicated my desired outcome and feelings above. Please refer to that. Thanks!

Consumer Response: On Fri, Feb 6, 2015 at 2:20 PM, ***** ******** ******************************* wrote:

ID: ********
I have an error in my complaint I filed that I wanted to clarify/Correct If I May do so. The date that it asks "when did I contact the company",  I listed Those 2 dates as 02-05-2015 but it's 02-06-2015 for both those dates. I thought TODAY was 02-05-2015 so that is why I mistakenly put in the wrong date for those fields. The package was not even delivered to me by UPS until 02-06-2015. I just wanted to make that clarification for the record/complaint.
My apologies for the error!
I also think I may have accidentally created 2 complaints because the "reason for complaint" was incorrect as it said "repair issue" when it's not a repair problem, it's a new product that's in dispute because it was not sealed up and therfore potentially contaminated and unfit for use in my opinion. So I tried to use the browser back button to fix the "reason for complaint" field and I think I may have created 2 complaints for the same issue. Not sure if I did but if I did, it's only 1 complaint and not 2.
Sorry again for my errors!
******* ******** ***************************** *** ********

Business Response:

Good afternoon,

Per notation on the customer's account, the customer is being contacted by the vendor on instructions on how to use the Kegel Exerciser. Customer is also aware that the item is not defective and they do not come wrapped as customer thought. We consider the issue closed. Thank you.

3/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 1/21/15 at 9:45pm my Credit Card was charged a total of $58.98 without my consent! I spoke with a representative at Walter Drake to confirm an order in this amount (per ****) at ###-###-####). After inquiring about the order I was infomed they needed to look into this further by getting my credit card information(in which I tot**** disagree with). **** said there was not other way for her to look up the order. After she looked into the order it was confirmed that a purchase had been made online. I asked her to please give me the customers order, name, address and location. **** refused to divulge that information. This is FRAUD! Again, I say this is FRAUD and the person or persons should be held accountable! Regardless if this was a mistake entering card numbers this is still FRAUD! Companies should ABSOLUTELY have to divulge this information because when I go to the local police department (I intend on meeting with them first thing in the morning) they will want ALL of this information to which I will not be able to complete the police report! I have contacted my Credit Card company on this matter, but as usual the amount authorized will not be removed until 24-48 hrs. I suggest this company (ALL OTHERS as well) CHANGE their rules on these matters! IMMEDIATELY! I have never even heard of this company and will NEVER do business with them if this is how they treat concumers! Please advise me that this matter has been investigated and resolved! Yours truly in-debt

Desired Settlement: I would like a phone call from the CEO of this business to discuss his/her policies and changes. As much time as I have had to spend tonight to try to get this corrected there should be some kind of reimbursement!

Business Response:

Good evening,

Thank you for contacting Walter Drake. We apologize for this inconvenience. Our records indicate you were NOT charged for the order that was placed on your account by someone other than yourself. You will also be receiving a letter in the mail stating that we were unable to remove the authorization from your card, per your bank’s rules. However, this authorization will drop off in 2-3 business days.

We also apologize for not being able to give you the information of the customer who placed the order. This is our company’s policy, however all information has been relayed to our finance department and we will be taking care of it on our end to ensure this does not happen again.

Should you have any further questions please let us know. Thank you and have a good day.

~The Walter Drake Team

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.

Obviously, this communication process is getting nowhere, so I will be contacting the local authorities in *** ****, Wisconsin to file a report since I cannot get any other information from your company. I do understand "security of the customer", however this customer has committed a crime and for MY security I have to be sure this is resolved and the person(s) know that they cannot STEAL from others! You have NOT contacted me to let me know this has been taken care of. How am I supposed to be reassured?

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

Regards,

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

 

 

Business Response:

Good afternoon,

 

The customer has indicated that she will be contacting the local authorities to help her with her dispute. We have given the customer all of the information we are able to and will work fully with the authories should they wish to pursue the issue with us. We consider the matter closed at this time. Thank you.

2/13/2015 Delivery Issues | Complaint Details Unavailable
1/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 10/22/2014 and never received any communication from Walter Drake about my bill or where to send payment for the Preferred Credit I was eligible for. When I contacted them about an order I placed recently on when it would be shipped they emailed me back stating I needed to contact their Credit Dept. I did so and that was when I was told that because of past due on my previous bill that was supposedly sent out on October 29, 2014 which I never received nor did I receive a bill in November they wanted me to put a down payment on the new order which I ended up having to cancel. I told them I never received any bill and that had I received the bill I would have paid them on time. Now I'm told I have to pay $50 which is due on December 25th and because we live on a fixed income every bill is budgeted I won't be able to pay until January 3rd 2015. I'm very dissatisfied with their billing/Credit Dept. and how they make it sound like I'm lying about not receiving the bill. I can assure you I am not lying about bills. This is not my fault because I pay my bills each month and on time. I don't cheat people out of their money therefore I don't want to be taken advantage of where my billing is concerned.

Desired Settlement: I want a bill sent in a timely manner with all late fees dropped and my credit is not showing non-payment. I want the billing date for the 3rd of the month starting in January because that is when we receive our income each month. Contact can be made through the email or phone number that they have on my account. When they send billing they must use the whole address with the Lot number or I won't receive mail as there are over 500 mobile homes in the park we live in.

Business Response:

Good evening,

Thank you for contacting Walter Drake. We apologize for this issue with our billing department. We have asked our credit department to remove the late fees associated with your last late payment. If you have any further questions please contact our credit department and they will assist you. Thank you are have a great day!

~The Walter Drake Customer Service Team

Consumer Response: I sent you an email on 12/30/2014 stating that I hadn't received further communication with Walter Drake/Star Brands other than what I communicated to you in that email.  I stated that I was going to send on January 3, 2015 to Walter Drake a payment of $75.00 to cover November and December bills that I never received and also January 2015.  I did so and today (January 17, 2015) I received the first and only actual bill from Walter Drake where they did receive the $75.00 and have given me credit for the late charge of $15.00 and a credit of $6.07 for interest.  I am now up to date with them and will continue to pay my bill each month till the account is paid in full.

I am now satisfied with the billing situation.

Thank you for your time and help with the situation.

1/19/2015 Problems with Product/Service
1/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Quick Summary: There is an issue with the company's online ordering page, which displays a photo of an incorrect item, and then does not specify the selected color in writing. Therefore, making it impossible for the customer to know which color is selected. (Full Story): I made on online purchase from Miles Kimball which consisted of 2 Christmas ornaments personalized with my two daughter's names and birthstone color (both in red). When I received the items, one of the ornaments was an incorrect color. The company's website claims to have a "Quibble-Free Guarantee", and I called customer service to request a replacement in the correct color. They refused, saying that they do not alter online orders, and that I selected the wrong birthstone color in the drop down menu. I explained to the rep that before entering my credit card info online, I reviewed the 2 items in my cart on their confirmation/payment page. The confirmation/payment page did not specify in writing the birthstone color, or name of the month that was selected. However, it did display a photo next to each item, which depicted the ornament in red (which was the color I desired). The confirmation/payment page also listed identical item numbers for each ornament, which seemed appropriate since I was ordering 2 of the same ornament. Therefore, with matching item numbers, and 2 photos of the ornament with red birthstones, the confirmation page gave the impression that my order would be processed as I had intended. After placing my order I received an email from the company which also failed to specify the birthstone color, however it listed 2 identical "item ID" numbers, indicating that the 2 ornaments would both be the same birthstone color. Then when my ordered was delivered, one ornament had red birthstones (correct), and the other had white (incorrect). I have corresponded with Miles Kimball on the phone and via email trying to explain that their online ordering system is broken, and deceptive because it does not accurately display necessary information. When a customer chooses a birthstone month and is shown a review page depicting a specific color, the customer expects to receive the color displayed in the photo. Since their review page did not list the color of the birthstone in writing, the photograph and item number are all customers have to go on. Miles Kimball customer service department has not shown an interest in looking into this issue, stating that online orders are final. I am only asking that Miles Kimball makes this right by replacing the incorrect color ornament they sent me with the July (red) birthstone color. I would also like them to correct their online ordering system so that other customers do not encounter this. I am happy to provide you with copies of my receipt, order history, or whatever is needed to further explain. Thank you for your time and attention.

Desired Settlement: I would like Miles Kimball to stand by their "100% guarantee", "integrity and excellent customer service" as stated on their webpage, and send me a replacement ornament with the correct color (red), personalized with my daughter's name, without any additional cost to me. I would also like them to fix this issue on their online ordering system so that other customers are not at risk of having the same problem.

Business Response:

Thank you for contacting Miles Kimball. We apologize for the inconvenience that has occurred with this order. We have processed a replacement order for the July ornament and you should receive it in 5-7 business days. If you have any further questions, please let us know. Thank you and have a great day.

~The Miles Kimball Customer Service Team

Consumer Response: I accept the business's offer to replace the ornament, and I have already received an email from the company stating that they are in the process of doing this. I noticed on their email, that the personalized name was incorrect, so I called their customer service on 1/15/15 to have that corrected. Thank you for your help.

[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,

 

****** ****

 

 

 

12/29/2014 Problems with Product/Service
12/27/2014 Delivery Issues | Complaint Details Unavailable
12/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A catalog/ mail order was placed/ sent Friday, 10/24/14 and paid for in full ($47.95) via check. Four personalized items were ordered - three of which had un completed personalization(s). Per Miles Kimball policy, they are not returnable. Per company promotions, Shipping was to be free of charge if order is thirty-nine dollars or more. Additionally, item # ****** was advertised as $9.99 - not the $11.99 that I was charged. Thursday, 12/4/14 a certified letter was sent to Management at *** **** ******* ******** ** informing them of this issue. A response letter dated Tuesday, 12/9/14 was a computer generated bill. Miles Kimball should check my history as a customer. This is the first time an issue has occurred and they refuse to resolve this matter. A copy of the original order form is available to BBB, if needed.

Desired Settlement: Just clear the balance on my account because each and every one of my orders - for the past several years - have always been paid for in advance, in full. I have ordered personalized items that were well within the characters allowed and yet your employee(s) still chose to partially complete them.

Business Response:

Good morning,

 

Thank you for contacting Miles Kimball. We apologize for any inconvenience that may have been caused with this issue. As a onetime courtesy, we have credited your account $11.99 to wipe out your balance due. This brings your account to paid in full. If you have any further questions please let us know. Thank you.

 

~The Miles Kimball Customer Service Team

 

12/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Three-fold complaint: 1) False pricing advertised: Prices being advertised as a discount when they are not providing a discount (2+ bonus pricing) Screenshot available 2) advertised pricing that clearly states Buy One Get One free but the actual terms require the purchase of TWO items for one free item. On website currently. (Screenshot available) 3) discount for items removed during the ordering process. (no screen shot unfortunately. Calendar advertised as $1.99 ea. then charged $2.99 each on completed order of Nov. 30. Pricing for the advent calendar was also changed on the website.) 4) Online Coupon code discounts not honored even though they are plainly acknowledged as valid. (screenshot available)

Desired Settlement: Personal settlement: 1) advertised discount honored for calendars ($1.99 each with free rush delivery included) 2) advertised discount for fudge honored as BUY ONE GET ONE FREE along with free rush delivery included to three gift recipients ------------------------------------------------------------------------------------------------------------------------------------------ Company Outcome: 1) Discounts advertised are actual--REAL discounts 2) end of misleading language and misleading "sales": BOGO, and "Buy one get one:, clearly mean if you purchase one item you get another item for free. Unless it clearly specifies what kind of item the BOGO applies to,, this doesn't not preclude mixing or matching products (though this didn't seem to be an issue with the fudge) This does not in any way, shape, or form, imply or instruct that you have to buy TWO items to get one free. Completely misleading and false. Furthermore, any ad that advertises a Buy 2 or more for discounted pricing must ACTUALLY result in discounted pricing (different productss sale advertised pricing)! 3) coupon codes applied correctly for online orders (this was why I had to call in to place my order rather than order online. It took several hours to get appropriate assistance and by that time the calendar pricing had expired even though that order with the $1.99 pricing had already been placed but not completed. 4) Any deadlines for sales, codes, discounts and the like must be discounted if the order is already in process, or if the customer is or has been on hold, or if the customer has been in the process of completing an online order. Any pricing, ads, sales and codes that were in effect when the call, online order started, or phone order was initiated must continue to apply while the order is processed and until the order is completed. 5) If an order process has begun and interrupted for any reason then any codes, sales, pricing, specials and the like must be honored when the order is resumed and completed. Interruptions can occur due to customer error, phone disconnections, customer service error, transfer errors, or for any other cause and not be used as an excuse for raising prices--even if the deadline for such pricing has passed. 6) Free shipping actually means free shipping. Any potential additional fees must be clearly spelled out. *Although the coupon code included free shipping, I was charged $3.99 additional shipping for shipping to separate addresses. I don't have a problem with that, or the actual charges, but this should be spelled out in the discount terms. 7) customer service education: I spoke directly to three different customer service representatives--the first one was very helpful and knew what she was doing. I called back after interrupting my order to clarify the details and after putting my order on hold. I made sure that I was not going to have to start the order over, and that any pricing that was currently on the order would be valid even if there was a delay in completing it (I have a recording verifying this claim). I was concerned about missing the coupon code deadline--as I wasn't even sure if the deadline was on PST, or CST or EST, which would make a difference. She wasn't even sure about that either, but assured me that the pricing and the coupon code discount would be valid as it was already reflected on the order I had started. She assured me that all I had to do was give the sales rep my order number when I called back. When I called back after about an hour, hour and a half.my call was dropped after a good 20 minutes on hold. FYI: The first and third calls are recorded on my phone--time stamped. The first call took place right before 8pm, the second call after 10pm, and the third (problematic) call at around 10:45--I must note that it was so late directly due to the delays caused by the dropped call and the long waiting times as well as the delays caused by these customer service reps. This is why I suspect some of the prices changed (such as the advent calendars, etc.) WHILE I was on the phone trying to complete my order--and why I specify that sale prices, etc. should be honored if the customer has been on hold prior to deadline, or if the order has been started prior to deadline. I called back so that I could complete my order and after another 20 minute hold, finally contacted a sales rep. She had no idea what I meant about putting an order on hold and calling back to complete the order. I tried several times to give her the order no. I then asked to speak to a supervisor and she asked me to hold while she hunted one down. After another hold she said she'd transfer me to customer service. I repeated that I wished to speak to a supervisor, and asked her whether or not customer service would even be open. She stated that NO, customer service was closed--and then said she was transferring me to customer service! I said no, I had a deadline to meet or the coupon code will no longer be valid. I again asked for a supervisor. She again put me on hold and again said she was transferring me to customer service. Despite my repeated requests for a supervisor I was transferred. Lo and behold, customer service was actually open! The final Customer Service Rep refused to honor the discounted pricing for the advent calendars. When I contacted them instructing that they remove the calendars from my order completely, they offered a partial discount. This is not satisfactory. They need to either honor the full amount of the initial sale price ($1.99) or remove them as requested. The CSR told me she didn't see that pricing on the web site--but unless it also automatically changed the pricing on my order as well, that should have been apparent. I should have been told this was a possibility when I first asked the CSR to hold while I figured out the rest of my order. I only called back to resume the ordering when I was PROMISED that the sale pricing would be honored ("We're open until 2am" and yes, I was assured any pricing would be honored. That's just good customer service. If the pricing was in danger of being changed I should have been told up front. The Customer Service Rep (CSR) also continued to claim that the fudge was by 2 get 1 free, even though it quite plainly advertises Buy One get One free (BOGO). You don't see that fact that it is actually buy two and get one free unless you go directly to the multiple fudge web page, which STILL says Buy One get One free (BOGO) and the RIGHT BELOW IT says buy two and get one free! (Screen shot available). Very misleading, and not spelled out anywhere else. They really need to change their whole process. If an item is discontinued or if the pricing changes apparently these changes take place immediately on the website and order forms, with no record at all of the previous pricing or even the existence of the product that is no longer available. This leaves the customer and the CSR at a significant disadvantage. Even if it is changed on the website, these need to be visible to their staff so that they can at the very least understand what their customer is talking about. While there is more about the experience that was upsetting, these are the most pertinent details that BBB must address. Thank you. And feel free to contact me, ask any questions, or let me know how I can send you the screenshots. I can verify all of my claims.

Business Response:

Good morning,

Thank you for contacting Miles Kimball. We are sorry for any convenience that may have occurred during this process. We require a bit more information to fully resolve your complaint. You mention in your email that you have screen shots available of the disputed issues you had. If possible, could you please email those to us? We are not able to recreate any of the issues you are referencing. The source code you used was the Cyber Monday Preview sale. We have attached a screen shot of the discounts that the email offers. We do not see any advertising of free rush delivery as well as a BOGO deal. There IS a buy 2 get 1 free deal for fudge, however we do not show that you ordered any fudge.

Any further details you can provide would be greatly appreciated. Thank you and have a great day!

~The Miles Kimball Team

11/24/2014 Problems with Product/Service | Complaint Details Unavailable
11/24/2014 Billing/Collection Issues | Complaint Details Unavailable
10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Item No. ****** *** on June 16, 2014. This Sherpa backrest pillow by Oakridge Comforts in burgundy is the most inferior product I have ever purchased. It is already totally flat, pills and sheds. I am extremely disappointed that they would sell something of such poor quality. They responded that it was beyond their 45 day return policy.

Desired Settlement: I would like a refund in the amount of $38.97 which is what I paid for the product (includes S & H).

Business Response:

Good afternoon,

 

We apologize for that you did not like the quality of our Sherpa Backrest. We have processed a refund for you and will be sending it out via a refund check that you will receive in 1-2 weeks. If you have any further questions please let us know. Thank you.

 

The Walter Drake Team

10/14/2014 Billing/Collection Issues | Complaint Details Unavailable
9/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am supplying you with all correspondence and replies that have evolved from this situation with my account **************

Desired Settlement: I want to pay what I owe. I will not in fact pay for any late fees or any extra interest that may have occurred.

Business Response:

Good afternoon,

We apologize for this inconvenience. We have checked with our credit department and have verified the error was indeed not on your end. We have instructed our credit department to wipe out the balance due on your account. If you have any further questions please let us know. Thank you and have a good day.

 

~The Miles Kimball Team

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order with this company, a( 2 year giant calendar). The company returned my payment with a letter, telling me that they received my payment damaged, (the payment was cut in half, but not by me). I called the company and spoke with customer service, I assured them that my payment was not damaged when I mailed it in, I told them that everyone knows that mail order houses, open their mail my machines, and when mine was being open, the machine cut it in half. Of course the conversation back and forth, until I told them that I was going to contact the BBB, and make a complaint, they asked me why would you do that! I then told them, you know that this is wrong, accusing me of sending in a damaged payment, just what sense would make, I'm afraid that I'm just not that dumb. If my payment had been a personal check, I could have just written another one, I send in a Money Order, so that means that I've just lost my money, ($12.98). I know that it's not a big deal to them, it's just wrong. I did go to the Currency Exchange where I bought the Money Order, and told them of the situation, they told me that the only was to get a replacement, was to put a stop payment on the Money Order, for $15.00. I once again called Walter Drake Company, and they gave me the same story. I know that this is a very small thing, but it's just wrong what they are doing, they know good and well that their mail opening machine, damaged my payment.

Desired Settlement: 2 year Giant Calender

Business Response:

Good afternoon,

We apologize for this issue with your order and your payment. We will be submitting an order for the 2 year calendar that you requested and you should receive it in 5-7 business days. You will not be charged for this order. If you have any further questions please let us know. Thank you and have a good day.

 

~The Walter Drake 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,

 

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

 

 

 

9/21/2014 Billing/Collection Issues | Complaint Details Unavailable
9/19/2014 Problems with Product/Service | Complaint Details Unavailable
9/18/2014 Problems with Product/Service
9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On my receipt there was a notice about a special internet offer. It stated my order qualified for a cash back rebate for up to %15.00. When I went to the website, it wanted me to put in my credit card information to get my rebate. I called the company, and the customer service person said that it was a requirement to get the rebate, and that I would be enrolled in freeshipping.com. I stated that I just wanted my rebate that was stated on my receipt, and I did not want to provide them a credit card.

Desired Settlement: I would like the rebate sent to me that my order qualifies for with no strings attached.

Business Response:

Good afternoon,

We apologize for the confusion on the rebate from your invoice. The rebate is only vaild if you sign up for freeshipping.com which is an affiliate company of ours. Please accept a $15 gift voucher to be used on your next order as our way of apologizing. Your gift voucher will be mailed out next week and is good for up to 1 year. If you have any other questions please let us know. Thank you and have a good day!

 

~*** ****** ***** ****

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,

 

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

 

 

 

9/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The product was not properly identified with the price. The seat height advertised at 30" was not properly specified for the much higher priced bedside commode. The 22" height is not adequate and yet the $59.99 price was not clearly stated for that particular commode. Your advertising practices are very misleading and I do not appreciate the added expense for shipping/handling and processing. Being on a fixed in come I have decided if the cost of shipping is not refunded for both to my home and to return the item I will discontinue my dealings with your company. It should have been specified as to which item was priced according to the add. If the bariatric commode is the more expensive one it should have been noted. YOUR ADD STATES: Lightweight bedside commodes can also be used over the toilet as a raised seat or safety frame. Sturdy but light weight unit features arm rests, slip resistant legs, elongated seat/lid, removable bucket cover, splash guard and custom height adjustment from 24 1/2"-30". Tool free assembly. 22 1/2x 14 1/2". Standard commode supports up to 350 lbs. Bariatric commode supports up to 650 lbs. (The 22" is totally unacceptable).

Desired Settlement: $10.32+1.99+7.00= 19.31 s/h/p

Business Response:

Good evening,

We apologize for the problems with the folding commode. We have done a credit for $19.31 to your account as requested. If you have any questions please let us know. Thank you.

 

~*** **** ******** ****

8/18/2014 Advertising/Sales Issues | Complaint Details Unavailable
8/17/2014 Problems with Product/Service | Complaint Details Unavailable
8/17/2014 Problems with Product/Service | Complaint Details Unavailable
8/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Open account with Walter Drake on 17 June 2014; received items ordered satisfactory 28 June 2014, but did not receive a bill for it. We called Walter Drake and was told it would be sent soon. A week went by and still no bill, called again and was told we should have already received a bill which we had not. Decided at that time to make a pymt of $30 and asked that an email of confirmation regarding the payment be sent to ***********************. and to cancel any future catalogs. They have failed to do so. We will await to see if they WILL honor their sending the confirmation or not before proceeding with a complaint to the FTC.

Desired Settlement: 1/ Provide a confirmation email, detailing the payment made and the current balance, along with payment due date and minimum payment need. 2/ Confirmation by email that we will not receive any further catalogs, flyers or advertisements 3/ Confirmation by email that our name, address and any other information not be given, sold or rented out. 4/ That they are made aware due to their failure to honor requests made and promised to their customers, we will no longer do business with them. Note; If not resolved within 24 hours, we will proceed to file the complaint with the FTC immediately.

Business Response:

Good afternoon,

We have reviewed your issue and had our credit dept look into this for you.

 

First statement was mailed June 30, 2014, first payment due on or before July 29, 2014. No record of receiving statement in returned mail. Address on account is

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

Payment of $30 was posted to account on 7/16. Next statement will be processed on or about July 30, 2014.

 

 

If you have any further questions please let us know. Thank you and have a good day.

7/19/2014 Delivery Issues | Complaint Details Unavailable
7/1/2014 Delivery Issues | Complaint Details Unavailable
5/17/2014 Problems with Product/Service | Read Complaint Details
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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

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

 

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

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

 

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

5/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with Easy Comforts back in March 1, 2013 and there has been nothing but problems with this order ever since. They sent my entire order to the wrong address, my old address in *** **** even after I gave them my new address here in ******** ************. I told them when the items returned to them they can send it to me. I really just wanted a couple of canes there were some sale items they could no longer see to me so I then streamlined my order. Any way to make a long story short. My order total comes to one hundred and fifty six dollars ($156.00) shipping included for the items I finally did receive. But they are sending me a bill in error for the amount of three hundred and sixty five dollars and seventy two cents ($365.72) I called them numerous amounts of times to go over my order and make them aware of what I did and did not receive. The last time I spoke to a supervisor named Ms. ***** was on July 10, 2013. We went over the order item by item and she said they will resend me the bill for the correct amount of ($156). But today again I received a bill in the mail for the same three hundred and sixty five dollars.

Desired Settlement: I would like it if they would stop trying to over charge me. I told them i will pay them when I receive a correct bill. I do not understand why they keep sending me a bill charging me more then double for what I received in the mail from them. I received a total of 7 canes, 2 cane covers, 1 medi beads, 1 pack of booties. I told them if they did not correct this that I would have no recourse other then reporting them with trying to over charge me to the Better Business Bureau. Please help me.

Business Response:

Dear *****,

We sincerely apologize for the inconvenience caused and the frustration you have encountered during your efforts to resolve these billing discrepencies. We have finished researching the issue with our credit department and have found the error that was causing the misbillings. Unfortunately, one of your returned orders did not get properly credidted to your balance within the credit system and therefore was still counting on your balance due. We have applied this credit and recalculated your balance due. At this time your account shows an outstanding balance of $198.10. If you have further questions regarding this concern, you may contact our credit department directly by calling ###-###-####. Again, we are very sorry for the issues you encountered with your order.

Sincerely,

Easy Comforts

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 accept the fact that they are acknowledging they have overcharged me and found a reason why and although the amount charged has decreased drastically there is still an overcharge by $42 dollars. I should be charged for what I have received. It comes to $156.00 and not a penny more. I am not giving them my hard earned money for what I did not get from them. I still would like to know how their calculations came to $198 and not $156. I will give them a call once more just to see what they are talking about here and will get back to BBB immediately after I have called and spoke to someone. Thank you kindly. 

5/2/2014 Billing/Collection Issues | Read Complaint Details
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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,

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

 

 

5/2/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/11/2014 Problems with Product/Service
4/5/2014 Problems with Product/Service | Complaint Details Unavailable
3/28/2014 Problems with Product/Service | Read Complaint Details
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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,

 

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

 

 

 

3/26/2014 Problems with Product/Service
3/25/2014 Problems with Product/Service | Complaint Details Unavailable
3/13/2014 Problems with Product/Service
2/24/2014 Problems with Product/Service | Read Complaint Details
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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,

 

****** *****

 

 

 

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

 

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

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

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

 

***** *****

 

 

 

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

9/3/2013 Billing/Collection Issues | Read Complaint Details
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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 ###-###-####.

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

 

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

 

 

 

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

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

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

 

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

 

 

 

6/25/2013 Advertising/Sales Issues | Complaint Details Unavailable
5/27/2013 Problems with Product/Service
5/13/2013 Billing/Collection Issues | Read Complaint Details
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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

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

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

 

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

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

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

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.

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

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.

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,

******** ***

 

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,

 

***** *****

 

 

 

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

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

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,

* ********

 

12/14/2012 Problems with Product/Service | Complaint Details Unavailable
11/19/2012 Problems with Product/Service
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

9/4/2012 Delivery Issues
8/25/2012 Billing/Collection Issues | Complaint Details Unavailable
7/19/2012 Problems with Product/Service
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

7/10/2012 Problems with Product/Service | Complaint Details Unavailable
7/2/2012 Problems with Product/Service
6/30/2012 Problems with Product/Service | Complaint Details Unavailable
6/29/2012 Delivery Issues
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