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Business Profile

Online Retailer

Pins and Aces

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/21/2024

    Type:Product Issues
    Status:
    Answered
    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.
    On November 14 I ordered products from this company. The next day, less than 12 hours from when I placed my order, I received an email from the company that the same products I ordered were now, "but one get one free." This essentially made my previous ordered half price. I emailed the company and they refused to honor the discounted price. I could have cancelled my previous order and placed a new one at the **** price. When I pointed this out, the company still refused to honor the new price.

    Business Response

    Date: 12/18/2024

    Mr. ******* purchased from our company. Shortly after, we ran a promotion where we offered a "buy one get one free". We told Mr. ******* that previous orders could not have the discount code. We told Mr. ******* the best way to take advantage of the sale would be to return his order, and then re place the order to get the **** deal. We issued Mr. ******* a prepaid return label, but never received the items back. The return tracking label was never sent back to us. 

     

    Return Tracking Number: 4208000218129302010899600084449530

    Customer Answer

    Date: 12/18/2024

     
    Complaint: 22589142

    I am rejecting this response because:  Your response is incorrect.  I was never offered the opportunity to receive the **** discount.  I was told by your representative that I was too late, but he would provide me a discount on a future purchase.  He provided me with a return label because I was unhappy with your business, not as a means to participate in the promotion.  This is verified in the email attachment you included.  In addition, if your claims were true, it validates your poor customer service and lack of good-faith business.  It is unreasonable for me to place the exact same order, and wait for the original order to arrive just to return those products.   My original purchase was still processing and had not shipped.  Your representative could have easily discounted my original purchase and saved me, the customer, absurd work. Instead, they took on the mentality of, "too bad for you," and simply told me to return the products if I wasn't happy.    

    Sincerely,

    ***** *******

  • Initial Complaint

    Date:05/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 made a purchase on 5/4 totaling almost $150. 5/9 I was provided shipping information via a *** tracking number. To this date, *** has not received the package. I have reached out to the company three times to request help with my order. Once on 5/16, once on 5/19, and again on 5/21. Only the first request for help was acknowledged or responded to. I was simply informed that a warehouse move on 5/6 delayed the processing of some orders. No actual resolution to my issue or further action was given. This context never made a lot of sense to me seeing that after that time, on 5/9 my shipping was originally processed. I'd like the company to locate my order and deliver it to *** as it should have been 2 weeks ago, or process my refund if my order cannot be located as I have now requested via unanswered customer service correspondence twice.

Pins and Aces is NOT a BBB Accredited Business.

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