Description

I am filing a formal complaint against Stacees, an online retailer, regarding their failure to reimburse me for a package that was confirmed lost by their courier. On September 17th, 2025, I placed an order with Stacees and paid in full. The item never arrived. After contacting the shipping courier, I was informed directly that the package had been lost in transit. The courier confirmed this in writing via email and stated that the merchant (Stacees) should initiate the refund process once provided with the confirmation of loss. I promptly forwarded this email to Stacees as instructed and have since made multiple attempts to follow up through email and their customer service channels. Despite acknowledging receipt of my messages, Stacees has neither refunded my payment nor provided any meaningful resolution. It has now been 7 weeks since the issue began. I have acted in good faith, providing all requested documentation, including proof from the courier verifying that the package is lost and unrecoverable. Stacees’ continued failure to process the refund constitutes poor business practice and neglect of consumer rights. I am requesting that the BBB intervene and assist in securing a full refund of my original payment, along with any related costs or fees. I am happy to provide copies of all email correspondence and the courier’s statement for verification.