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:01/31/2025

  Type:Delivery 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.

  I have had multiple issues with *** not delivering packages to my home, causing me to have to wait for items for an extended time. Today was the final straw, I ordered a $700 product with my correct address, to make it easier for the delivery company to find me. For some reason, *** system changed the beginning of my address. For some reason, I can use either ************************* or *****************************************, ****** various DoorDash delivery drivers, and *** have absolutely no problem finding my address. I have received thousands of deliveries at this address, using both 383 N and 383 S. There is no reason a company as well-established as *** cant locate my location.

  Business Response

  Date: 02/02/2025

  Dear BBB:
  
  Someone at your office is asleep at the wheel and not doing their job.  We are a franchise store in ************** NOT ******.  Also, retail *** Stores DO NOT CONTROL delivery drivers.

  Customer would need to contact *** directly and not a franchised storefront in **********  

  Perhaps BBB staff should stop watching TikTok videos and DM besties on Instagram and actual do their work.

  Your Welcome

• Initial Complaint

  Date:11/22/2024

  Type:Delivery 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.

  *** started delivery on October 25 and the package didn't move for five days after it arrived at the *** facility on November 1st, so I asked them about the package. *** then told me that the package was lost and asked me to submit a claim on the website. I failed to do this because *** shows that I need to contact the sender. But the sender's website have been undergoing maintenance for several weeks, which means I have no way to contact the sender. I have already sent emails, made phone calls and submitted many forms to both *** and the sender for quite many times but nobody gave me any replies. I'm angry about *** and the sender's attitude. So there're two options: find the package and deliver it to me, or give me the refund.

  Business Response

  Date: 11/30/2024

  Dear BBB:

  Stop sending complaints about *** the shipping company to The *** Store a separate entity that has NO CONTROL over the delivery, tracking or timeliness of delivery.

  Please have the customer contact *** at ************** to address actual *** transit time issues.

  Also, it would be advisable for BBB staff to actually do their job correctly instead of being preoccupied with crumble cookies and baked good for all the imaginary "birthdays" at  your office.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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.

  I had *** pickup a 64 pound defective power wheelchair on August 8th the chair cost me $1699.00, plus paid $18.00 for same day pickup fees. They did not pickup the package that day because I did not have a label. The *** driver told me to hand write a label and he would return the next day for which he did pickup the package on August 9th. Upon checking the status of the delivery, it was found that it never arrived. *** customer rep after many calls determined the *** driver attached another label for which they did not have the new label information details. Ive been trying to obtain any information on the whereabouts of this package without any success. Many many phone call and no one can provide any updates or status. I am handicapped and in dire need of this chair or a refund of the cost. *** tried to submit a complaint with ***, that havent worked as well. Im on a fixed income and the cost of this chair took me months to save. Please help me obtain something for this error on behalf of ***.

  Business Response

  Date: 09/14/2023

  Dear BBB:

  This is addressed to the BBB NOT the customer.  There are over **** ******* Stores throughout the ***.  The concern that the customer has is with *** the shipping company NOT ******* Store which are all independently owned and operated.  This is not the first time that BBB staff have been lazy and complacent and directed a customers concern to the wrong entity.  Just a simple ****** search, which the BBB failed to do because everyone at the BBB office is busy eating cupcakes in their cubicle farms and trying to justify their job positions, you would see that the customer service number for *** is:  ************* or **************.  So address the customer concern with the actual entity that can do something about it.  Stop being lazy BBB.