Complaints

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.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In May and June of this year I ordered some boxes from ***. After making my payment they decided to change my order without authorization from me. They wanted to charge me more money for the boxes. I immediately cancelled the order and requested my payment refunded before they made the boxes. They went ahead with making the boxes without my approval and have refused to refund my payment. While making the boxes they were stalling me sending me emails to try and get me to accept their terms. I told them 6 times to cancel the order and refund my payment. They refuse to refund my payment and they have not sent me the boxes. They have taken $610 from me and given me nothing in return. I have copies of all email communication with them proving my claim I can fax to you if needed. Please help me with this, I would like a refund but if you are unable to persuade them to do that I would at least like the boxes I paid for. Thank you for your time and help. ***

  

  Business Response

  Date: 11/22/2024

  Dear Better Business Bureau,
  
  Thank you for bringing Rons concerns to our attention. We appreciate the opportunity to provide clarity and address the situation.
  
  After a thorough review of the matter, here is our account of the events:
  
  *** placed an order with us in May/June and requested a material change. That material was asked initially too and unseen by our representative at first. While this material change initially required an additional fee, we later acknowledged our mistake and agreed to process the order without charging any extra cost.
  
  Production was initiated based on the original agreement; however, during the production process, *** requested to cancel the order and refund his payment.
  
  By the time the cancellation request was received, the boxes were already in production. Although we attempted to resolve the matter through communication, the customer remained firm in their cancellation, resulting in the disposal of the produced boxes.
  
  To address Rons concerns and fulfill our commitment, we are in contact with *** via email and have initiated the reproduction process of new boxes that adhere to the agreed-upon specifications. We are working diligently to complete this process promptly and ensure that *** receives the product he paid for.
  
  We regret the miscommunication and the inconvenience this situation has caused. Our goal has always been to resolve the matter professionally and satisfactorily. Should you require any further documentation or clarification, please do not hesitate to contact us.

  
  We remain committed to ensuring this issue is resolved and appreciate your assistance in facilitating communication.
  
  Sincerely,
  OXO Packaging