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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 98 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

98 complaints closed with BBB in last 3 years | 32 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 26
Delivery Issues 11
Guarantee/Warranty Issues 2
Problems with Product/Service 42
Total Closed Complaints 98

Customer Reviews Summary Read customer reviews

20 Customer Reviews on Silver Star Brands
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 1
Negative Experience 14
Total Customer Reviews 20

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
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 Candle Corp. of America Easy Comforts Exposures Miles Kimball Company Native Remedies Native Remedies the Natural Choice 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
Buying Medicines and Medical Products Online Discount Medical Plans Health Clubs Internet Shopping

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 Ctr

    Oshkosh, WI 54906 (920) 231-3800 (800) 255-4590 (800) 858-4979 (800) 222-4947 (800) 203-5585 (855) 202-7393

  • 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)

7/7/2016 Problems with Product/Service | Complaint Details Unavailable
7/2/2016 Delivery Issues
6/28/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: False advertising!!!!! I ordered an L-Shaped pillow that says it included a damask cover. Upon arrival, no cover. After emailing customer service TWICE, I was told that it doesn't come with a cover and that should be removed from the advertising, yet it is still advertised to include it, almost a week later. I asked for them to make it right and send the cover that they sell separately, since it is their mistake. I was told they are unwilling to do that but I am more than welcome to purchase it. Being offered a gift voucher of $5 wouldn't even cover the cost of the pillowcase or the shipping. So now, I would have to pay processing, and S&H TWICE, and extra money, to get what was promised in the description of the item. This item is MUCH cheaper elsewhere, I only ordered it here because it said it came with a cover. This is blatant false advertising due to the fact that they are aware this item is still being described as coming with a cover, but still haven't "corrected" it...if it WERE an actual mistake in advertising. I only want what I paid for. I'm not going to use the pillow without a cover, so now I'm stuck with having to spend more money if I want one. They are refusing to take responsibility and send me a pillowcase/cover for it.??????

Desired Settlement: I would like an L-shaped cover to go with this pillow...as advertised. It doesn't have to be damask, it can be the one that you sell separately. No other resolution will do. I want a cover for this pillow, as advertised.

Business Response:

Dear Sir or Ma'am,

We do apologize for the misrepresentation for the pillow cover on the website.  We have gone ahead and set up a new for you free of charge.  Your new order number is SO135922800 and you should expect to receive this order in 5-7 business days.  We are sorry for any inconvenience this may have caused.

If we can be of further assistance, please do not hesitate to contact us.

 

Thank you,

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. If the item does not show up, I will contact you again. The information given to me so far, doesn't show a new order has been placed by them. Nothing has arrived as of yet, and I have not received any shipping information.

Regards,

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

6/26/2016 Billing/Collection Issues
5/20/2016 Delivery Issues | Complaint Details Unavailable
5/20/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered items on April 13. The recipient never received them. We called and they claimed the zip code was wrong. My husband gave them the right zip code and we never heard another word. Order Number: SO129484098 Order Status:Invoiced Order Method:Web Billing Address: **** ******* *** * ****** ** ************ ***** Customer Account:1010449221 Order Number:SO129484098 Order Placed:4/13/2016 Order Summary Subtotal:$31.98 Discounts:$3.20 Processing Fee:$1.99 Shipping & Handling:$0.00 Taxes (WI):$0.00 TOTAL:$30.77 Item ID Item Name Delivery Name Item Price Quantity Total Price 315154 Fruit Slices

Desired Settlement: At this point I want the items AS ORDERED to be delivered. Then, please take me off of your mailing lists, as I will NEVER purchase anything from Miles Kimball again. I don't need this humiliation.

Business Response:

Dear Sir or Ma'am,

We have reviewed your order and it shows that your order was delivered on 5/5 at 11:35am.  When the order was placed online the zip code was entered incorrectly onto the order so that is the reason for the delay.  After the order is shipped we are not able to change the zip code during transit.  If you did not received your order we please ask that you contact our customer service department below.  We are sorry for any inconvenience.

If we can be of further assistance, please do not hesitate to contact us.

 

Thank you,

Miles Kimball Customer Service

###-###-####


5/6/2016 Billing/Collection Issues | Complaint Details Unavailable
4/22/2016 Billing/Collection Issues
4/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered some artificial flowers that when they arrived were very poor quality. The leaves and petals were falling off and did not adhere to the stems. While the advertisement portrayed the flowers in a basket - in tiny small print they did say the basket wasn't included. The deceptive advertising isn't the crux of my complaint however the poor quality is. If I didn't have to send the poor quality product back, I would not have had to pay the return postage. I already paid to have the merchandise shipped to me and again, because it was sub-par, I had to pay to ship it back. Because the quality or lack thereof is their issue, I believe THEY should pay the 7.75 return postage fee however, they have stated via e-mail they will not. Thus, I'm lodging this complaint.

Desired Settlement: refund of not only the returned merchandise, but also refund of the 7.75 return postage!

Business Response:

Dear Sir or Ma'am,

We are sorry for the defective item that you have received.  We would be more than happy to refund you for the return shipping you paid to return your order.  We please ask that you mail your receipt that you received when you paid for the return shipping to the following address:

Silver Star Brands

ATTN: ***** ******

Once we have received your receipt we will issue you a refund.  We are sorry for any inconvenience this may have caused.

If you have any further questions, we please ask that you contact our customer service department and they will be able to assist you further.

Thank you,

Silver Star Brands 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.

The reason I have not responded is that I was waiting to see if I actually got reimbursed for the postage – which I haven’t received yet so the matter really isn’t closed

Regards,

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

Business Response:

Dear *****,

We received your receipt in the mail today so a refund is going to be issued by our finance department.  Please allow up to 1-2 weeks for this refund to be received.  We have also contacted you by phone to let you know that we received your receipt.  We are sorry for any inconvenience this may have caused.

If we can be of further assistance, please do not hesitate to contact us.

Thank you,

Silver Star Brands Customer Service


4/11/2016 Billing/Collection Issues
4/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello , I paid $ 65.00 plus tax on a Cart Like a grocery cart from An Easy Comforts magazine in December 2015 . The first cart they sent did not include all of the pieces to the cart ,so per Easy comforts return policy I had to send the cart back to them and they sent me a another one, but I never opened it because they took so long to send the cart that by the time I received the new one my sister, whom I was buying the cart for no longer wanted it, so when I finally got the cart in the mail . I called Easy Comforts to request another return sticker to send it back and they agreed to take the cart and send me a check for the price of the cart witch I had already paid the 65 dollars plus tax towards and since December, I have been calling and speaking to customer representative's and they agreed to send me a check for the money that I had paid on the cart but have yet to receive it. After all I got a letter confirming they received the cart back to them. All I get is the run around Can BBB please help me settle this dispute Thank You

Desired Settlement: Easy Comforts never sent my Money back to me , And that's all I'm asking for I'm starting to think this is a scam towards the elderly.

Business Response:

Dear ********,

We are sorry for the issues that you have been having with this order that you placed with us.  We have reviewed order number SO********* and it shows that you placed this order on 12/21/2015 with your preferred credit plan you have with us.  Since you placed this order with your credit plan a refund was issued back to your credit account.  A refund check will not be issued for this order since you did not pay for this order by check, money order or with cash.  We are sorry for the confusion and the inconvenience this may have caused you.

If we can be of further assistance, please do not hesitate to contact us.

 

Thank you,

Easy Comforts Customer Service

###-###-####


3/11/2016 Problems with Product/Service
2/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received my bill this month but it had my daughter's name on it and when we called these people on it they refused to figure out why it happened. she doesn't order from them I do so she wasn't happy when this was done and neither was I. Why they couldn't fix their own error is wrong they did this they should fix it. not me trying to figure out how the messed up. or switching my daughter back in forth between to people saying I have switch you here or there when she talked to some in that department already.

Desired Settlement: Change name back to mine or it don't get paid. I'm tired of dealing with people who don't do their job right.

Business Response:

Good morning,

Thank you for contacting us. We apologize for this inconvenience. We are currently showing the account information to have the name ********** * **** with the shipping information under ********** ******. Since the account is under the **** last name, that is what the bills should be printed with. If this is incorrect, please let us know and we can look into it further. Thank you and have a good day.

~The Walter Drake Customer Service Team

2/7/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had made payments on time for merchandise ordered on store credit and was told the payments did not go through after having them confirmed, payments were applied as cash advances with fees charged by my bank, and, I was told I would receive a label for an item that was not included in the original shipment that I had subsequently cancelled and had to pay for that return. I wrote a letter concerning the aforesaid to the C.E.O. with a certificate of mailing. I received no response but kept getting excuses for payments made that were denied (by Miles Kimball, etc...)and spending much time on the phone having fruitless adjustments applied and re-charged as 'late fees'.

Desired Settlement: I will not waste time from my home office discussing this ridiculous pattern of ineptitude with Miles Kimball again. I want the balance written off because it is equal to the time and money I lost. I want the account closed, and no e-mail or catalogue mailings from this company, as well.

Business Response:

Good afternoon,

Thank you for contacting Miles Kimball. We are sorry for any inconvenience you have been caused by this issue. Unfortunately, we have no direct influence on if your credit card was charged as a "cash advance". This is something that is typically done by banks or credit cards that are used as credit to pay off some other type of credit bill. Your financial institution will have all of the details on this. We apologize but we cannot advise you on this issue further. In addition, if you would like to send us a receipt for the amount you paid to send our item back, we would be happy to refund you for it. We have also taken your name off of our mailing list. You may receive 1-2 more catalogs, but after that they will stop coming. If you have any further questions, please let us know. Thank you and have a good day!

~The Miles Kimball Team

1/24/2016 Billing/Collection Issues | Complaint Details Unavailable
1/22/2016 Advertising/Sales Issues
1/10/2016 Problems with Product/Service
12/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: IN SEPT OF THIS YR I SENT AN OVER-PAYMENT TO EASY COMFORT. I HAVE CALLED THEM SEVERAL TIMES, EMAILED THEM NUMEROUS TIMES AND I KEEP GETTING THE RUN AROUND. THEY OWE ME $170 OVER- PAYMENT ON MY ACCT #1009140029-B7. THIS LAST TIME THEY SAID IT WAS MAILED ON OCT 27TH. IT WILL HAS NOT ARRIVED. AND I NEED THE $170 AS I AM A DISABLED SENIOR. I WOULD APPRECIATE ANY HELP YOU CAN GIVE ME. THANK YOU.

Desired Settlement: I WOULD LIKE MY REFUND OF $170.00 ASAP.

Business Response:

Thank you for contacting Easy Comforts. Our records indicate that a refund check for $170 was sent out the week of October 19th. Can you confirm if you have received that check or not? If not, we can issue a new check. Thank you and have a great day!

 

~Easy Comforts

Consumer Response:



I RECEIVED YOUR LETTER. TO ME, THIS IS JUST ANOTHER 
DELAY TACTIC BY EASY COMFORTS. I NEVER RECEIVED 
ANY CHECK FROM THEM I TOLD THEM THIS VERY SAME 
THING A NUMBER OF TIMES, EVERY TIME THEY SAID 
A CHECK HAD BEEN SENT IN THE MAIL. 
IT IS MY BELIEF THAT A CHECK WAS NEVER SENT. 
I HAVE NEVER RECEIVED ANY CHECK FRO THEM.

Business Response:

Thank you for contacting Easy Comforts.  We apologize for this convenience. We have reviewed your account with our finance department and we will be mailing you out a check for $170 out today, 12/21. You should receive your check in 4-8 business days. We apologize that you have not received your refund sooner. If you have any questions please let us know. Thank you!

~The Easy Comforts Team

Consumer Response: On Mon, Dec 28, 2015 at 11:47 AM, ***** * ******* ************************* wrote: FINALLY AFTER MONTHS OF WAITING AND YOUR ASSISTANCE A CHECK FROM EASY COMFORTS,OSHKOSH,WISCONSIN ARRIVED AND WAS PROMPTLY CASHED. THANK YOU FOR YOUR INTERVENTION AND ASSISTANCE. RESPECTFULLY, ***** * *******

On Mon, Dec 28, 2015 at 11:47 AM, Carol A Evenson <carolaevenson@yahoo.com> wrote:
FINALLY AFTER MONTHS OF WAITING AND YOUR ASSISTANCE
A CHECK FROM EASY COMFORTS,OSHKOSH,WISCONSIN
ARRIVED AND WAS PROMPTLY CASHED.
THANK YOU FOR YOUR INTERVENTION AND ASSISTANCE.
RESPECTFULLY,
CAROL L EVENSON
On Mon, Dec 28, 2015 at 11:47 AM, Carol A Evenson <carolaevenson@yahoo.com> wrote:
FINALLY AFTER MONTHS OF WAITING AND YOUR ASSISTANCE
A CHECK FROM EASY COMFORTS,OSHKOSH,WISCONSIN
ARRIVED AND WAS PROMPTLY CASHED.
THANK YOU FOR YOUR INTERVENTION AND ASSISTANCE.
RESPECTFULLY,
CAROL L EVENSON

12/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have an ordered of personalized Christmas cards for the amount of 60 cards on 11/06/2015, which I have been placing with this company for over 20 years. Order was received short by 20 cards, which were fully paid, I called on 11/20/2015 and was promised that they would actually express deliver them since per the Customer Care Representative there had been a mistake and it was noted in the file that the order was not fulfilled and short by 20 cards. I received this shipment on 11/27/2015, but only received 17 cards and 21 envelopes, I called again and was told they would express them. Yesterday I received a response from the Customer Service that they were backordered and as soon as they received it and personalized it they would ship it. First we are close to mid December I have been on this for close to a month trying to get the Christmas cards I paid in full for and if it was not for my follow up the company knew of the lack of 20 cards but had not worked on it this is the poorest Customer Service I have been cheated out of merchandise and still dont have the completion of my order. I would appreciate if I can get a resolution to this before Christmas since the cards were supoose to be mailed last week. Thank you.

Desired Settlement: I would appreciate the delivery of the completion of the order or a refund since I have had to contact this company three times for the shortness of the order at this point I dont know what is wrong or even if I want to do any further business with this company. The times I have called the Customer Services representative are showing lack of empathy or interest in resolving my issue.

Business Response:

Thank you for contacting Miles Kimball. We are very sorry that these cards are now out of stock as well as the errors in not sending you the last full set. We are crediting your credit card $14.33 for one set of these cards as it was not delivered to you in full. You will see that refund on your card within the next 2-3 business days. The remaining cards will stay on back-order until we get them in or until you cancel the order. We are very sorry for any inconvenience this has caused. If you have any further questions please let us know. Thank you!

~The Miles Kimball 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,

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

10/26/2015 Problems with Product/Service
10/26/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I was looking to replace my umbrella which was advertised as windproof, but it broke in the wind after use. I call the company regarding warranty and replace. They toll me it had 45 day return and replace policy and I bought the item in January and it is pass that policy. . And I call my visa card for extended warranty and they told me to check for manufacture warranty and than it will cover the damage. I called back Mile Kimball for the manufacture warranty and they told me and can not provide manufacture information nor the warranty. I never heard company hiding production information for any benefit. I need the manufacture warranty, so my visa card can replace for me. I don't expect mile Kimball to replace because it is over their policy range. But they should give me the manufacture information so I can have my visa card work to get me the replacement. This hiding of information of manufacture is not correct in US. This need to be corrected.

Desired Settlement: get me the manufacture warranty information, so that visa can contact them.

Business Response: Good evening,

Thank you for contacting Miles Kimball. We are sorry that your Windproof Umbrella is no longer working. As a courtesy, we are willing to make a one time exception to our 45 day return policy and send you out a replacement. You should see that in 4-8 business days. We apologize but we have a contract with out vendors and we cannot give out any contact information about them. Should you have any other questions, please let us know. Thank you!

~The Miles Kimball Team

10/24/2015 Advertising/Sales Issues
10/17/2015 Billing/Collection Issues | Complaint Details Unavailable
10/16/2015 Delivery Issues
10/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed the orders copied below on *********** on September 20, 2015 at certain advertised prices and advertised to be filled and shipped for free from Miles Kimball Company. **************? **************? **************? **************? **************? On September 29, 2015, I received the following email stating my order had been canceled by Miles Kimbal Company. Hello. Thank you for your recent purchase of Silver Star Brands merchandise on ***********. We apologize, but we had to cancel your order. The price you were charged was incorrect and we are not able to ship the order at this low price. If you would like to reorder the merchandise, the pricing on *********** is now correct. We apologize for this mistake and the delay in updating you. Your order will be cancelled and your original form of payment will be credited within the next 2-3 business days. Please note, this email address is unable to accept replies. If you have questions, please contact ********************** Sincerely, Customer Service ********************** As you can see, the email did not state which order was canceled or if it was all 5 orders. ***********, still, has my orders as being in the "processing" stage. I am 48 years old and, still, remember a time when businesses honored their prices and advertisements regardless of whether it was a mistake on their part or not. The happiness of their customers was their primary concern not their bottom line. It would seem that Miles Kimball Company and/or *********** do not believe in doing business in such an honorable manner. I am very unhappy that my orders will not be honored, filled and shipped for the prices I agreed to on ***********. I am filing this complaint against both companies. *********** was where I placed these orders, but Miles Kimball Company (AKA: Silver Star Brands) sent me the cancellation email, so I feel both companies are responsible for fulfilling my orders as we all agree to on September 20, 2015. I will contact a consumer news team and file complaints with the Federal Trade Commission against both companies, as well, if necessary. I should not be penalized for either companies mistakes.

Desired Settlement: I want all of my orders to be processed, filled and shipped at the prices agreed to by all on September 20, 2015. I hope neither of these companies try to call on something in 'fine print' somewhere, so they can go back on their word and the implied understanding I had on September 20, 2015 that my orders would be fulfilled and shipped.

Business Response: Good morning,

Thank you for contacting Silver Star Brands. We apologize for this inconvenience. According to our records, you placed two orders with us. Both orders contained one Telescoping Corner Broom with Swivel Head. We will be processing both of these orders and you should receive them in 4-8 business days. In addition, we will also be processing a full refund for both of these items that would should see in 2-3 business days. Should you have any other questions please let us know. Thank you for shopping with us and have a great day!

~Silver Star Brands

Business Response: Good morning,

Thank you for contacting us about this issue. Like previously, we have decided to send out the items to you and refund you as our way of apologizing for the confusion. You should receive your items in 5-8 business days and your refund in 2-3 business days. If you have any further questions please let us know. Thank you and have a great day.

~The Miles Kimball 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.]

Dear Silver Star Brands and 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, greatly, appreciate Silver Star Brands fulfilling my canceled orders. I did not expect you to refund my money.  I would have, gladly, paid for the items at the price listed on *********** at the time of my original purchases.  However, it was extra nice of you to send these items for free.  I, honestly, do appreciate your kindness.  Thank you, for your time and help in resolving my issues.  I pray you have a great day The Lord has made for you all!!

Sincerely,

****** ****

9/29/2015 Advertising/Sales Issues | Complaint Details Unavailable
9/28/2015 Advertising/Sales Issues | Complaint Details Unavailable
9/21/2015 Problems with Product/Service
9/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Sept 3, 2015 at 1:06 AM I placed Order ********** with expedited Next Day Shipping for $19.99. According to the Shipping Policies, if the order was received prior to 1PM, expedited orders would go out the same day. As of Sept. 7th, UPS Tracking indicated that only the label had been requested electonically. The order was delivered late afternoon on Sept. 9th. The box had been opened at the business so that they could include a separate order and not pay shipping. The box was retaped and a different shipping label placed over the initial label.

Desired Settlement: Full refund of the $19.99 expedited shipping fee since they failed to follow published shipping policies AND retained the expedited order for several days so that the package could be opened and the 'free shipping' item could be included without my consent or knowledge.

Business Response: Good morning,

Thank you for your inquiry. We apologize for the unusual delay in your shipping time frame by our shipping vendor. We have credited back the $19.99 for shipping for your order. If you have any other questions please let us know. Thank you and have a good day.

~The Native Remedies 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. 

I will monitor the credit card activity and reopen the complaint if the credit is not pending within ten business days.

Thank you.

Regards,

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

9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I thought I purchase a lap desk off of ******, the size a laptop would fit on. When I got the product it was a very long lap desk and not the picture. I emailed the company to see how to get a refund and send the product back. I was told that I would get a refund when they receive the product. I sent the product back and was charged $40.28, when I emailed them to let them know how much it was and a picture of the receipt along with the tracking number I was told they wont pay for postage. This was the first time anything was said to me that they would not pay return postage and it was after the paid to sent it back. I wrote them four times to get the problem resolved and day three of no response. I asked to speak to a supervisor and still no response. I wrote ****** and they said they can't do anything because they are a third party.

Desired Settlement: All I would like is a refund of the desk price and postage. I was not told that they will not pay return postage until after I paid it. The desk was $11.99 and the return postage was $40.28, I'm not asking for more money just what I paid for the wrong product that was sent.

Business Response: Good afternoon,

We have received word from our finance department that a refund check for $40.28 will be sent out this week. Thank you for your inquiry. 

~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,

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

8/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Company claims to have a one year, 100% money back guarantee policy but doesn't honor it. I ordered multiple products from this company that were completely ineffective. I returned the products and requested a refund. I have tracking information that I have provided to the company that confirms that they received the return shipment on 5/29/15. It is now 6/23/15, almost a month later, and I still have no refund. The company doesn't credit the account that was used to make the purchase but, instead, alleges to send the refund by check, which gives them more time to stall/delay the refund. I have contacted the company on three occasions to determine the status of the refund only to be told that "the check is in the mail" literally. I was told that the check was mailed on 6/12. There is no reason I would not have the check by now if it had truly been mailed on the 12th. The last time I called, which was today, I was told that I'd have to give the check 2-3 weeks to be delivered and if it's not delivered in that time frame, they could request a new check. It doesn't take any company this long to process a refund and it is obvious that this company does not honor its commitment to provide a money back guarantee. Now they have my money and my products.

Desired Settlement: I would like to have my money refunded immediately. The company should credit the refund to the same payment method that was used to make the purchase initially.

Business Response:

Good afternoon,

We apologize that you are unsatisfied with our refund policy. To help better assist you, could you advise if your refund check has been received? Thank you and we look forward to helping you with this problem. Have a great day!

~The Native Remedies Team

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid my bill in December of 2014, paying the entire balance in full. I received another bill from them, saying I still owed them $11 & some change. I paid that in full. I just received another bill from them, stating I owe them $12 & some change & that it is due by june 30th. I called them & they say I now owe $22. How do I keep owing them money, when I have already paid them. I have not ordered anything else from them. June 30th is about a week & a half away, & yet the bill I received & what they say I owe aren't even the same. I should not owe them anything at all.

Desired Settlement: For my account to be paid in full and closed out. & I also do not wish to receive any more mailings from them, as I will no longer do business with them.

Business Response: Good afternoon,

Thank you for contacting Miles Kimball. We are showing that a payment for $22.10 was received on 6/30/15. That brings your account balance to $0.00. If you have any other questions, please let us know. Thank you and have a good day!
~The Miles Kimball Team

7/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/10/15, I placed an order with easy Comforts. This was paid in full of easy Comforts asking price by PayPal on 4/16/15 to easy Comforts. The recipient of this payment was verified. The amount that was transferred from my bank account to the internet sales company was exactly what was requested from PayPal by easy Comforts. This included all applicable taxes and other charges. The shipping was suppose to be FREE! Since then, I have received a total of three letters of demand for more money from an unnamed person at Easy Comforts. There was no explanation or justification. Just someone claiming that I owe them money. Now the letters are threatening, which I consider meaningless and an insult. This should have been a simple transaction. I see an ad for a Rollator for$99.99 with free shipping.. I click on add to cart then click on checkout with PayPal. easy Comforts then debits my PayPal account for $116.97. I was in shock! The price was suppose to be: $99.97. easy Comforts owes me $16.98. I can only assume that this is a scam. The funds requested were sent and delivered, the item was shipped and delivered. This completed the sale’s contract.

Desired Settlement: No further contact by the business, ever!

Business Response: Good morning,

Thank you for contacting Easy Comforts. We apologize for any inconvenience this issue may have caused. According to our records, the source code that was used on the order did not have free shipping. However, as a courtesy we are crediting you back $14.99 for the shipping. This will take care of the $10 balance on the account that was for over sized items to ship. You will be receiving a refund check for $4.99 within the next 1-2 weeks. Thank you for your business and if you have any other questions please let us know. Have a great day!
~The Easy Comforts team

7/17/2015 Advertising/Sales Issues
7/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We received an email regarding a flash sale. The email specifically states EVERYTHING is 50% off. We are out of town. We spent the day having my father find the albums at home we wished to purchase to match. After spending hours on this project we went to place the order before the sale ends. We selected the items and went to apply the discount and it wouldn't work. We called the company and at that time we were informed that the sale only applied to 10 items that appear when you click a link. I went through the email advertisement numerous times to find where I misunderstood. Nowhere does it say the sale only applies to any specific items nor does it say it only applies to the items in this link etc etc. It simply states "Flash Sale - Everything (with everything underlined) is 50% off! The advertisement is blatantly false and entirely misleading. I would be more than happy to provide a copy of the email advertisement.

Desired Settlement: I expect them to honor the sale which they represented and advertised as soon as possible.

Business Response:

Good afternoon,

Thank you for contacting Exposures. We apologize for the inconvenience with this email offer. We would like to offer you 50% off of your next order with Exposures. This order does need to be placed over the phone so our representative can apply your 50% discount. If you have any questions please let us know. Thank you and have a good day!

~The Exposures Team

6/22/2015 Problems with Product/Service | Complaint Details Unavailable
6/12/2015 Problems with Product/Service | Complaint Details Unavailable
6/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: in there summer sale 2015 catalog,on page #3 they advertise a personalized patriotic eagle garden flag and "pole"i ordered this item,when i received my order there was no flag.i called miles kimball and was told that this was a misprint and if i wanted the pole there would be a charge of $5.00.i informed them the misprint was not my fault and they send me a flag pole,the flag is of no use to me without a pole. i received an e-mail from a person by the name of zach #*****,and was told that the only way i would get a pole sent to me was if i sent $5.00,due to the misprint. i think this is very unfair to the public,its your catalog and you should have had it proof red,before you sent it out to the public.

Desired Settlement: i think miles kimball should stand by what the catalog said and advertised,before sending it out to the public and should send me the pole i ordered.

Business Response:

Good afternoon,

Thank you for contacting Miles Kimball. We are very sorry for this inconvenience. We are unable to send you the pole for free, however we have refunded you the $11.99 you paid for the flag. Your refund will go back to your card that you paid with within the next 2-3 business days. If you have any other questions please let us know. Thank you and have a good day!

 

~The Miles Kimball Team

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the Miles Kimball Door Screen from their ebay store on April 27, 2015.. It was completely defective as it would not stay up, and it also caused damage to my door frame. They said they would provide me with a refund only if I mailed the item back. I paid 9.99 for the item, but it is going to cost me approximately 7.00 to mail this item back. Technically I am only getting 2.99 back,which is not the amount I paid for. I think it is ridiculous for me to have to mail an item back for almost the same amount I paid for it, and I have to pay my apartment complex for the damage that was done to the door frame from the Miles Kimball Door Screen.

Desired Settlement: I want my entire refund of 9.99. If the company wants their product back they need to provide a refund that will cover shipping. With being on a limited income due to being on disability, I don't have money to waste!

Business Response:

Good morning,

 Thank you for contacting us. We apologize for the inconvenience that you experienced with this item. We have handled a refund for $9.99 back to your original form of payment. You should see the credit within 2-3 business days. If you have any other questions please let us know. Thank you and have a good day!

 

~The Miles Kimball Team

5/12/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/6/2015 Problems with Product/Service | Complaint Details Unavailable
5/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted many representatives at Mile Kimball stressing that I have paid my bill in full. I have sent not only by fax but also by mail proof of finall bill payment and they still harass me about turning me over to collections. I have sent a copy of the cashiers check many of times with letters just being sent back stating that I need to pay this amount or risk of the account being turned over to a collection specialist. Also, my bank has informed me that the cashiers check was cashed by someone at the Miles Kimball office.

Desired Settlement: To have the account closed and to have a zero balance owed. With a letter stating the account has been satisfied and paid in full.

Business Response:

Good afternoon,


We have spoken to our credit department about this matter and they have indicated that they require addition information from you to get this issue resolved. Previously you have sent them a copy of the front of the cashed check, however they require a copy of the back as well. Please send a copy of the back of the check via the same method you send the front. If you have any further questions please let us know. Thank you!



~The Miles Kimball Team


Business Response: Good morning,

Thank you for sending the required information. Our credit department now shows a $0.00 balance for your account. Thank you and have a great 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,

 

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

 

 

 

4/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ON 2/18/2014 THIS COMPANY PLACED A HARD INQUIRY ON MY CREDIT REPORT W/O MY CONSENT, KNOWLEDGE OR AUTHORIZATION, A VIOLATION OF MY CIVIL AND CONSUMER RIGHTS UNDER THE FCRA AND THE FDCPA.

Desired Settlement: THE COMPLETE REMOVAL OF THIS INQUIRY FROM MY CREDIT REPORT IMMEDIATELY.

Business Response:

Good afternoon,

We apologize for any inconvenience this issue has caused you. Our records indicate that our credit department has reached out to you asking for a copy of the consumer credit report that includes the inquiry so an investigation can be launched. If you are able to provide this information, we will be able to start to work to resolve this issue. Please contact our credit department at ************. Thank you.

 

~The Easy Comforts Team

Business Response:

Good afternoon,

We have received word from our credit department that the credit inquiry has been removed from your credit report as of today, 4/22/15. If you have any other questions please let us know. Thank you!

~The Easy Comforts 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,

 

******* ***  

 

 

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

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