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Business Profile

Online Retailer

Shopthing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:29/02/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased an item from the app on Feb 14, 2024, and was immediately charged for the purchase.

    Have been waiting since for order to ship. It hasn’t. I received an email on Feb 27, 2024, asking me for an ID and to verify the last 4 digits of my card, the reason being my billing address was different than my shipping address. I let the customer service rep know, via email, that I have already been charged, so wasn’t sure why this was needed. Again- received an email Feb 28, 2014, letting me know that this is needed to prevent fraud?? I responded confirming both addresses and letting them know that I would like my order fulfilled as indicated in my order.

    * **** **** ********** ******** **** a random customer service rep is requesting my government issued ID after I have already been charged and won’t fulfill my order by sending it to my shipping address (residential). I had also explained that it is a different address because I moved. How would my ID even clear up the discrepancy or prevent fraud?

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

    Business Response

    Date: 21/03/2024

    At ShopThing, we are committed to maintaining a safe and secure shopping environment. It is critical that we prevent unauthorized individuals from accessing customer accounts and/or making unauthorized purchases using a customer's information. All transactions completed by customers go through ******, our payment processor. To prevent fraudulent purchases, ShopThing requires the customer's billing and shipping address to match. In the event that a customer’s billing and shipping address does not match, we have an additional manual check in place. We ask the customer to verify their purchase, as a standard procedure aimed to safeguard the integrity of the transaction, and to ensure that the order is shipped to the correct customer and that their credit card is not compromised. In order for customers to verify their purchase, they need to reply with the following information: 1) Confirm the last 4 digits of the card that was used and 2) Provide a photo of their photo ID (with all information redacted except the name and address) or a billing statement that showcases the customers name and billing address. Once the above has been provided and verified, we continue to process the customer's order. In the event that a customer does not feel comfortable providing this information, we offer two solutions: 1) we can modify the shipping address to match the billing address or 2) cancel the order and process a full refund back onto the card that was used.

    ****** ****** purchased a ******* ****** Patent leather pump in brown - **** ** (ShopThing Order ID ********************) from our company on February 14, 2024 for CA $224.71. The customer agreed to our terms of service and authorized this transaction. ******’s transaction was flagged as fraudulent since they inputted a different billing and shipping address. 

    On February 26, 2024, we emailed ***** to verify their purchase. The customer replied stating that they already paid for this order and they would like their order to be shipped to their shipping address.

    On February 28, 2024, we replied to ***** confirming that the payment was complete but communicated that since their billing and shipping address were different we needed to verify the purchase to ensure the other is delivered to the correct customer. The customer replied stating that they did not want to provide their ID and would like their order cancelled. ***** **** ***** ********** ******* **** *** ***** ** ******* **** ******** ************ ** * ********* *** *** ******* **** ******** * **** *** ***** ** **** ** ***** ******** *** **** ** ** ** ******** ** ***** ***** ** ********* ** ********** * ****** ** **** ****** ** **** ** ****** * ****** ********** **** ** ************

    On March 4, 2024, we replied to ***** and communicated that we would be canceling their order and processing a full refund of CA $224.71 back onto the original card that was used. The refund was processed on March 6, 2024 and made available by the customers bank on March 8, 2024. Since the customer purchased this order in a CAD currency, we also refunded the order in a CAD currency. As the customer is located in the states, the customer's bank will automatically convert the amount to their local currency (US) depending on the exchange rate. Due to fluctuations in currency exchange rates the amount refunded may be higher or lower than the original price posted. 

    *****’s desired settlement is a refund of $166.11 which was already processed on March 6, 2024.

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