ComplaintsforCostway
Online Retailer
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning issues with product quality and issues with contacting the company. Consumers are alleging company is selling items of inferior quality. They indicated some of the products break a few days after purchase or within the warranty time period. Consumers indicate it is difficult to contact company regarding replacement or warranty claims. Some have also indicated company will not offer a full refund or replacement even if product is within warranty. Others indicated products arrived broken and when they try to contact the company the company will not respond. If the company does respond it tries to charge a restocking fee for products that arrived in a broken condition. On April 7, 2021, BBB submitted a written request to the company encouraging them to address the pattern of complaints. The business provided the following response regarding the pattern of complaints: First we will fully cooperate with BBB's work and this is the plan our company is developing. Secondly, Our customer service work has been affected by the COVID-19, but we have made adjustments in order to provide good buying experience. Finally, in order to alleviate the complaints. We will improve it from two aspects. About quality management, we will stop selling those products of inferior quality or reporting this to manufacturers to improve the quality. About the customer service, we will train our CSR to improve their skills in order to provide satisfactory solutions plus we are hiring more customer service representatives . If you have any other questions please call me or email me.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
transaction date 6/15/2024 Received item 7/8/2024 amount paid: ***** resolution compete refunded and reimbursement of shipping cost for a total of ***** purchased: Shoulder pain device received: Knee massager nature dispute: false advertising I have submitted details in the pdf document provided.Business response
08/31/2024
Hi
We have contacted customer by email, but customer never provide us order number.
Once customer provide us order number, we will solve the problem asap.
Please help us close the case.
Thank you
*****Initial Complaint
08/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Product ID: ********* (Patio Single chairs Set of 1). Purchased at Target. I am a trained and experienced mechanic, so I know how things work, and what makes for good quality. The fit and finish on this product is beyond atrocious. The welds are so thick that the pieces would not properly mate. Dimensional tolerances are virtually nonexistent. Nothing fits properly. I had to grind down the welds to even have half a chance of getting these assembled. The metal used for the screws is inferior, and soft, with threads and heads easily stripped. It took me over three hours to assemble two chairs. I needed an assistant to hold things for me while I muscled the pieces together. This job should have taken one person no more that 60 minutes, including unpacking, assembly, cleanup and disposal of packaging material. There is no indication anywhere as to where these chairs were manufactured.Business response
08/21/2024
Hi
We have contacted customer by email, but customer never reply us.
Once customer reply us and provide us order number, we will solve the problem asap.
Please help us close the case.
Thank you
*****Customer response
08/22/2024
I am rejecting this response because: Costway has to accept responsibility for MANUFACTURING an inferior/poor quality product. They can't just punt it to the retailer, or their middleman. I want the world to know that Costway makes junk.Business response
08/26/2024
Hi
We have contacted customer, we will full refund for the order.
Pls help us close the case.
Have a nice day !
GracCustomer response
08/26/2024
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 have been refunded the entire purchase amount ($386.99), but it came from the retailer (Target). Thank you for the timely and vigorous pursuit of this matter. In this day and age, it is a refreshing outcome.
Initial Complaint
08/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a Pink desk for my 4 year old daughter from Costway. The most important part of the order was that the desk be the color pink for my daughter. Costway shipped me a white one instead. They are refusing to send me a return label and refusing to process a refund, and telling me to keep the white one.Business response
08/15/2024
Hi
Customer have contacted us by phone, we have provided ***** return label and the tracking number is ************ , once customer return item to us, we will resend a correct item or full refund.
Please help us close the case.
Thank you
*****Customer response
08/16/2024
I am rejecting this response because:
I want assurance that Costway will provide me a full refund once it receives the incorrect color item back. Because this order was time-sensitive for my child, I had to order another item with a different company already, and have paid twice for what I should have only had to pay once for. I do not seek for Costway to send me any sort of replacement at this point - I seek the promise of a full refund for Costway's failure to send the correct item, after they receive the item that I will return this weekend. This is not to mention all of the inconvenience Costway's error has caused, and their inappropriate response when I informed them of their failure.Business response
08/18/2024
HI
OK, once we receive the return item, we will full refund for the order.
Have a nice day !
GraceInitial Complaint
07/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
When we ordered this the delivery date was August 3rd. Then we got an update that it would be delivered the 2nd so even earlier. Now we're being told it'll be the 6th. This was for a birthday gift on the 4th. This isn't acceptable behavior for a seller or a reseller on ********Business response
08/04/2024
Hi
We sent item with tracking number ************ via ****** the package is on the way to customer's home, we have contacted ***** to recall back package.
Once we received return item, we will full refund customer.
Please help us close the claim, thank you
Have a nice day !
GraceInitial Complaint
07/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I ordered a portable washer at *******.com through costway. When the item arrived it was raining and the box was completely destroyed. Due to the item not being an efficient item I requested to return the item. ******* refuses to accept the return without a box & costway only wants to give me $80 towards a return. Costway refuses to assist any further with returning this item so I can get the full amount back. I am now stuck with a portable washer that doesnt work properly and that I cant return with a box . ( no store sells a box that big ).Business response
08/04/2024
Hi
We have full refunded for the order, customer does not need to return item.
Please help us close the claim, thank you
Have a nice day !
GraceInitial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased the Costway Evaporative air cooler, 4-in-1 9740 *** swamp cooler through Amazon. Up to 1800sf. Upon receiving the item, I filled it with water, plugged it in and to my surprise, the water did not being circulating. I then turned on the fan, and the water started to circulate ( not the way its supposed to work) The fan circulation was so weak, I couldnt even feel it sitting 8 feet away, I knew something was wrong. This is not my first swamp cooler. Normally, a swamp cooler with at least ****************************** my house at least 7 degrees within 15 minutes. This swamp cooler, with the air switch on actually went up 2 degrees immediately. I decided to return this item. It did nothing it was supposed to do. First I contacted Amazon, who relayed the message to Costway. When I received the return information, the return authorization slip described the cooler as 3450 ***. Thats why it didnt cool my house. The *** advertised was 9740***, when in actuality it was only 3450. Talk about false advertising. I would have never purchased a swamp cooler with a *** of less than 5000. I called Amazon and they said they would refund my money and I didnt have to return the item (not that I wanted it). When I called back 2 days later because my Amazon account did not show refunded, they then told me they cannot refund, but I could get a gift card refund. I said that was not acceptable, as the only reason I did not want this item was due to fraud in reporting the corrected info. They have now filed a claim and I have to wait another week to see if they will refund my money. I want something done to Costway for the misinformation they posted on Amazon.Business response
07/28/2024
Hi
The customer has contacted us and asked return item, we have sent return label (************) to customer.
Once customer return item to us, we will full refund.
Please help us close the case.
Thank you
*****Customer response
08/03/2024
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.Initial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
i purchased an electric shot basketball arcade game on Dec 10 2023. The legs on game bent and would no longer stand up within 90 days. I contacted them to report it and see if i can get a replacement sent to me and i will return original damaged item . I spoke with rep named ****** on may 22 2024 *************** SP35202GR and she stated they will send replacement legs to me that was being mailed from ***** within 30 days because they had none in stock which i found it hard to believe because the reviews stated customers had this same issue and was told this same response and they never received parts. I been waiting 2 months and still nothing. i been emailing and nothing. this is bad business. i used item a few times i was shocked the legs are like plastic and will bend so easily for no reason at all. i didnt ask for a refund just a replacement. i cant trust they would send me anything now so i would like my money back $95.99 plus tax and they can have item.Business response
07/22/2024
Hi
We have contacted customer and offer full refund without return, we are waiting for reply from customer.
Once customer reply us, we will full refund.Please help us close the case, thank you.
Have a nice day
GraceCustomer response
07/25/2024
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.Initial Complaint
07/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased a patio furniture set through ******* marketplace. ******* states we have to contact the seller which is Costway. Cost way refused to give us a refund or help us in getting it returned. We paid almost $400 for the set and it is not what was pictured on the site. We have followed every step that we were asked by ******* and the seller. The seller offered to refund us $30 or for us to drive across country to return them ourselves.Business response
07/10/2024
Hi
We have contacted customer by email, customer provided order number **************** and shop name is
Hotworld, it is not our shop, we also can not find the order in our shop.
The customer contacted wrong seller, customer can check his order again and contact correct seller.
Please help us close the case.
Thank you
*****Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On November 19, 2023, a 2 tier barrel waterfall was ordered for me from this company in the amount of $49.99, order #*******-57592585. This item was delivered on November 28, 2023. When I attempted to put it together, it was impossible as the screws provided were not the correct screws as specified in the instructions. In addition, the screws did not fit the pre-drilled holes in the barrel waterfall. I needed to use my own screws in order to put this together with much difficulty. I attempted to get the proper parts from Costway with no response. After I got it together, the top barrel leaked as it seems to have a hairline crack along its side. I emailed the company to inform them of the defect - they asked for additional information and a video of the barrel waterfall, which I immediately provided. After that, I never heard anything more from them. I tried emailing them again recently, with no response. I feel I am entitled to a full refund of $49.99 due to this defective product, but will not pay to return it as it is fully assembled and would be impossible to take apart, unless ****** wishes to pay for the full shipping amount to return it fully assembled. I would still be willing to supply pictures and videos showing how this item leaks water due to it being cracked.Business response
06/28/2024
Hi
We have contacted customer, customer accept $20 refund and keep item, so we have refunded $20 to customer.
We have solved the problem.
Pls help us close the case.
Thank you
*****Customer response
07/03/2024
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.Initial Complaint
06/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a Goplus 2 in 1 Folding Treadmill, 2.25HP Superfit ******************* Treadmill, Installation-Free with Remote Control, APP Control and LED Display, Walking Jogging for *********** from Amazon. The order arrived to me in January 2024. The item stopped working almost immediately and shorted out suddenly and abruptly causing the product to be unsafe. I contacted Amazon and they advised me to contact Costway directly (the manufacturer). Costway told me to contact GoPlus on Amazon. I contacted GoPlus on Amazon as directed by Costway, but they told me they could not help and to contact Amazon. I understand that I purchased the faulty product from Amazon but they told me to contact the manufacturer. Costway is refusing to help. I paid nearly $300 for this item and it worked merely weeks before it became unsafe.Business response
06/12/2024
Hi
We have contacted customer by email, but customer never provide us order number , we can not find the order in our shop.
Once customer provide us order number, we will solve the problem asap.
Please help us close the case.
Thank you
*****
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Customer Complaints Summary
147 total complaints in the last 3 years.
37 complaints closed in the last 12 months.