Auto Accessories
SOFTOPPERThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/28/2024
Type:Product IssuesStatus:ResolvedMore 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.
Product arrived late (apparently one of the pieces was on backorder and no one called to notify me). I had to call to find out the status and update my order. When the topper finally arrived, it was damaged (box was beaten up, metal frames were scratched, and canvas had tears in it). Softopper refused to issue a refund and accept a return without trying to charge a processing fee and restock fee. What is there to restock? The item is damaged. I want a refund for the damaged product I receivedBusiness Response
Date: 01/03/2025
Hello,
We apologize for any lack of clarity in our initial email regarding the return process. The delay in processing the refund was attributed to our not receiving photographs that depicted the interior of the packaging; we only received images of the exterior. In many cases, we encounter situations where the packaging is damaged while the product remains in good condition. We did contact you in CASE144606 and received the necessary photos and the product was indeed damaged. The refund has now been successfully processed in our system, and now you have to wait for your bank's approval of the chargeback.Customer Answer
Date: 01/03/2025
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.
Sincerely,
********* *****Initial Complaint
Date:08/21/2024
Type:Product IssuesStatus: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 purchased a softopper on 8/2/24 with accessories for a total of $1,349.34 I received partial shipment, one item i paid for did not arrive and I was never provided a ship date but was charged for the item.Attempted to assemble when it was discovered major part was defective. Received a replacement, but then found out another part was defective making the item unusable. This product was intended for a travel plan on 8/23 making it impossible to receive yet another replacement in time. I have no faith in this product so returned entire product to Softopper. Their offer of a fees for returning the product is not acceptable since their product is not a quality product. They sent me a link for their return policy however this was not provided to me at time of purchase.Business Response
Date: 08/21/2024
Hello *****,
Our return policy is always available on our website for all customers to view before making a purchase with us. We also have a warranty policy in place, which states that we will replace any defective or broken parts of the package for you if something arrives incorrectly. If you are looking to return the entire product to us, please note that there is a fee for all returns. Our warranties are handled differently and are not intended for a refund; rather, sending a new part easily resolves the issue. While I apologize that the topper was not ready for your specific trip on the 23rd, we are still willing to make things right by processing your warranty request. Thank you.Customer Answer
Date: 08/21/2024
Complaint: 22173701
I am rejecting this response because: the first defective parts were replaced, however more defects were found. I lost confidence in the product after having multiple defective materials and requested a full refund since I should have received a quality product with my initial purchase. how many times must i wait for replacements, and will they even work? What about the item paid for but never received? Communication is poor and service is worse. I should receive 100% refund.
Sincerely,
***********************Customer Answer
Date: 08/27/2024
case ID number ********
Company sent me private email on 8/21 stating he would give a partial refund but no refund received.
Why a restocking fee for defective product?Business Response
Date: 08/27/2024
Hello *****. Here is the same email I sent you today via our system.
Hello *****. I have checked with our warehouse, who reported that the item is being investigated today for you. If we find there is a defect, we will gladly waive the 15% fee on the return. Where this did come back without the identifying number on it, it did take a bit longer to get to the correct place for this investigation.
We will let you know what we find and expedite the refund. Thank you.Customer Answer
Date: 09/04/2024
They still wont provide an invoice and are not including 2 items (1 not received) in their refund minus 15% restocking fee. Shouldnt pay to restock item not received!Business Response
Date: 09/12/2024
Hello *****. Here are all the credit memos showing you that we have refunded you the entire amount owed.
The refund for $12.17 was for the extra shipping cost.
The refund for $48.81 was for the item we never shipped. This was the full amount with no fee.
The refund for $1,031.97 was for the items returned. This is where the fee was assessed since we were able to install the topper with no issues and included images.Thank you.
Initial Complaint
Date:05/14/2024
Type:Delivery IssuesStatus: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.
Item was purchased April 30 total amount paid was $1216.12.I was supposed to be provided a bed topper with a cover and the transit means they paid did not deliver it properly.The business "attempt" to resolve was me reach out to ****** which I did, to make a claim. ***** did not come back with anything resulting in me getting my money back or the package that was misdelivered. Order number is 248741.Still just curious why it is on the customer to be responsible for the shipping error rather than the manufacturer who chose the shipping company.Business Response
Date: 05/28/2024
Hello ****,
After reviewing the case, it seems that ***** can provide us with accurate proof of delivery for your address. Since this is a large complex, packages are usually left in a mailroom or office. If ***** can show us that they did deliver this package, this is a matter that needs to be discussed with the complex, where the package was left in their care. We do apologize, but if the package was either stolen or lost by the complex, it must be taken care of through insurance or by contacting the complex directly.
Thank you.Initial Complaint
Date:03/19/2024
Type:Billing IssuesStatus: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.
Credit Card information was inputted into the ********** Check out box. Which Prompted my bank to lock all of my assets, due to fraudulent charges occuring. My personal information has been breached according to U.S. Bank through SoftToppers website.Business Response
Date: 03/19/2024
Hello,
We have conducted an extensive investigation with both our **************** and IT departments, and we could not find any record of this customer's name, email, phone number, or home address in our system. We are currently working with our IT team to investigate the issue and determine if there is a fraudulent site that is masquerading as the Softopper website.
To ensure that your orders are processed correctly, we recommend that you contact us directly through the phone number provided below. Please note that the correct spelling of our website is Softopper, with a shared 't' in the middle. If you have entered the website address incorrectly, it should have automatically redirected you to our actual website. However, we are investigating this further.
If you have experienced any issues with fraudulent activities or frozen assets, we advise you to contact us immediately, as we have never had any assets frozen due to any transactions on our website. In the case of any fraudulent activity, we would contact you as soon as possible to discuss and try a new payment method.
Since we have no record of any payment or phone call from you, and there is no match of information in our system, we do not believe that you were on our website. Nevertheless, we are still investigating the issue with our IT team.
For immediate assistance, please feel free to contact us at **************. Thank you!Initial Complaint
Date:09/10/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Hello. Months ago I ordered a topper from this company. I was told that I would have it in a few days. Months later it arrived. I also ordered some accessories, including a rear screen. Although it took an excessive amount of phone calls and emails (all but two went unanswered) all products were received. Although this company has absolutely horrible service, that is not my complaint. My complaint is that one of the products was received and is not usable. My additional inquires for a resolution have been unanswered. The damaged product is the rear screen.
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