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:07/07/2023

  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.

   
  Complaint: 20290372
  
  I am rejecting this response because: your platform provides a way for crooks to steal other people's money. In the screenshot attached your company, no matter how valiant your efforts are, admit wrongdoing in allowing this defunct merchant to continue on your platform. I have taken this to both my bank and PayPal with no resolution.

  In summary, this fake merchant has stolen my money, refuses to contact me or provide any sort of resolution or response to my claims, all facilitated by your platform.

  I believe you can do better to either a) remove this merchant from your platform so others don't go through this hardship or b) help me resolve this issue directly with contact with them, as they are still using your platform to sell products and services they have no intention of fulfilling.

  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 07/11/2023

  Hello there,
  
  Thank you for contacting us at Donorbox regarding the recent complaint filed with the Better Business Bureau. We understand the frustration of the item not being received, and we are here to provide clarification on the matter.
  
  While we appreciate your concerns, it is important to note that Donorbox is a donations platform that enables organizations to create donation pages and forms so they can manage their fundraising efforts. As such, we at Donorbox are not directly involved in the fulfillment process, payment processing, or shipment of products. These responsibilities lie with the individual organizations that use our platform.
  
  We are happy to know that you included the screenshots in this complaint of the email exchange between the organization, you, and Donorbox. In the screenshot you provided of the email exchange, we indeed contacted the organization on your behalf. The organization responded while you are copied that the item has been sent.
  
  It is imperative to clarify again that Donorbox is not a fulfillment center. The organization which you donated or bought an item with will send the items to you.
  
  We also informed you in the email that it is highly recommended that you raise a dispute with your bank or with PayPal if the organization does not honor the sale.
  
  Please be assured that Donorbox takes violations of our terms and conditions seriously. We have policies in place to ensure that organizations that use our platform provide a reliable and satisfactory donations experience. If the organization breaches our guidelines, we take appropriate action within our scope to address the matter.
  
  We apologize for any inconvenience caused and appreciate your understanding. Should you have any further questions or require additional assistance, please do not hesitate to let us know. We are committed to helping you.
  
  Thank you for your cooperation.
  
  The Donorbox Team