Better Business Bureau® of Upstate South Carolina (BBB) is urging consumers to be cautious when ordering from Spartanburg county based company Moda Flame who has failed to address complaints with any solution, leaving consumers out in the cold.One consumer purchased a fireplace then heard nothing for two weeks. After being told a product would be shipped within ten days twice and receiving a tracking number which had been voided, this individual has tried to contact the company to resolve the issue or get refunded with no answer. “I have sent numerous emails left numerous voice messages and called no less than 50 times with no answer.“Consumers who do receive a shipment allege that upon initial delivery products are faulty or missing parts and that while the business initially promises to ship missing parts out right away, they are left waiting for months as the company gives false information, including faulty tracking numbers, continuing to string consumers along without providing the product.One consumer who had been waiting since October for her replacement part alleged that the company continued to give her the same story, providing multiple false tracking numbers that upon further review would show a package registered to weigh one pound not moving when she was waiting for a 95 lb product.Upon continued efforts to contact the company to resolve the issue this consumer states “one of the representatives had even informed me that the previous representatives have been providing me information in order to get me off the phone, turning out to be false information and being too late to call back on the same day. There is no reason for this process to be taking so long, it has been 3.5 months for these parts to arrive.”When BBB reached out to the owner of the company, Artem Galperin, he denied having any contact with the business for the last three years although this individual had registered the company with the Secretary of State in SC and had his cell phone number on the door of the physical location of the business.A week later the business began to respond to the BBB, stating they had resolved each complaint, however consumers are crying foul. They report not having received refunds or products the business purports to have already taken care of.The mission of BBB is to be the leader in advancing marketplace trust by setting standards for said trust and calling out and addressing substandard marketplace behavior and therefore Better Business Bureau of Upstate SC encourages consumers with complaints to contact SC Consumer Affairs (www.consumer.sc.gov) and file a complaint at bbb.org/upstatesc. When buying merchandise online, BBB offers the following advice:Pay with a credit card. Under federal law, charges made on a credit card can be disputed up to 60 days after the purchase.Keep documentation of your order. After completing the online order process, there should be a final confirmation page or an email confirmation. Save any receipts for future reference.Know your rights. Federal law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren’t shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it’s defective or was misrepresented. Otherwise, it’s the company’s policies that determine if the shopper can cancel the purchase and receive a refund or credit.Do your research. Check the company’s BBB Business Review at bbb.org before making a purchase to see its complaint history, details about complaints and any advertising-related issues. Better Business Bureau of the Upstate is a private, nonprofit organization that serves the public interest by promoting ethical business practices in the 10 counties in the Upstate of South Carolina which include Abbeville, Anderson, Cherokee, Greenville, Greenwood, Laurens, Oconee, Pickens, Spartanburg and Union.