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:06/17/2025

  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.

  This business sold me a Straight ************ A15 ($160.00) on May 28th, 2025 and a Straight Talk $45.00 calling plan card .Card was received on 06/06/2025, phone was received on 06/07/2025.Opened card then phone. And then went to activate phone and use the phone card and both where not scanned by VIP Outlet so activation was not allowed. Straight Talk informed me this phone was now considered stolen because it left the seller's location with out proper scanning.Returned the product the following day to the address that was listed on the in bound packaging and with the ***** tracking #************.This package is still in ***** transit because the address that VIP Outlet uses a false address for returns. ***** wants their street address to research the package location and the VIP Outlet Store in *********, NV employee "****" fake name has told me that my refund was being escalated to a higher department on June 13th and this company told me they would contact ***** and ask them to return the product to me then use their return label for their return process. (Return label has not showed up as of June 16th, 2025.I want this complaint filed against ******* and *********** for not protecting their customers when dealing with third party sellers thru ***********.

  Business Response

  Date: 06/17/2025

  Hello,
  
  First and foremost, we sincerely apologize for the inconvenience and frustration this situation has caused. This is certainly not the experience we aim to provide, and we understand how disappointing this must be.|
  
  The delay and complications youve encountered stem from the fact that the return was not processed through the proper channels. A return must be initiated through the ******* marketplace, which would then generate a prepaid return label tied to your order. This ensures that the item is shipped to our authorized return center and that we can track and take full responsibility for the shipment.
  
  ********************************************************************************************
  
  In your case, a return was not opened through *******. (Return was only opened yesterday, Screenshot attached)  Instead, you used your own shipping label and returned the package to the address it was originally shipped from. Unfortunately, this address is not designated for customer returns, and since the label was created outside our system, we have no visibility on what address it was shipped to. . This prevents us from confirming delivery or filing a claim with the carrier on your behalf.
  
  Had the correct return procedure been followed, and our label used, we would have been able to track the item and take ownership if it was lost in transit. Because the return was done independently and without confirming the proper return address, we are now unable to verify the return or issue a refund. We are willing to refund if proof of delivery with address is confirmed however currently, according to the tracking you provided the package has yet been delivered. 
  
  That said, I do see that you spoke with an agent named ****. While that is in fact one of our agents, we apologize as he seemed to not understand what you were asking for a did not provide you the information you were asking for. It would have been appropriate for him to give you the origin address sooner to assist you with your ***** claim. For your reference, the shipping address your order came from is:
  
  *******************
  *******************
  
  This is one of several legitimate distribution centers we use and is not a false address.
  
  Again, we deeply regret the situation and the confusion surrounding this return. At this point, we recommend filing a claim directly with ***** using your tracking number, as they may be able to assist you further regarding the current status of the package as well as payment for the lost merchandise. 
  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23476550
  
  I am rejecting this response because:

  ***** returned the item on June 6th, 2025.  Call VIP Outlet as soon as the carrier (StraightTalk) informed me that the ******* A16 I bought on May 28, 2025 from VIP Outlet in *********, ****** was NOT SCANNED properly at departure from VIP Outlet in ***** and this phone was not able to be activated,because VIP Outlet dropped the ball at the time it was packed then shipped.

   

  This purchase was returned by ***** same day as received.

  After a few phone calls to the VIP Outlet, ****. was informed by the employee that this issue was getting escalated to a higher level and after three days nothing was done.  I decided on June 6thto return to seller using the return address on the in bound shipping label, (Hince the ***** return lable.)

  VIP Outlet is an conartist and I want a full refund!

  I have talked to my local ******* (************, **) about and an exchange.  

  The manager said that since was sold thru a third party vender, *********** or ******* in my home town where not responsible for this transaction, and I was pretty much S.O.L. with *******.

  Now I'm asking for the $66.00 I had to ****** from my wife ****** (Her name is on the ***** document, showing the item was in transit to said seller. The Total VIP OUTLET owes me is $170.00 with said taxes included.

   

  My bank has refused the refund and they will be hearing from the *************** about the Scam VIP OUTLET and ****** has done.

   

  That to VIP OUTLET, I had to go without insulin till today.

  Had to ****** what I needed from a contact I know.

  Now next stop is going to be filing a law suite against VIP OUTLET in a US Federal Court near my home!

  So tell VIP to give me my full refund.

  If you both wanna read what I've do in the US Court System.

  I suggest going to *************** and look up **** B. ****** *** vs CSX Transportation. You will find a great read here!
  
  Sincerely,
  
  **** ****** Sr

  Business Response

  Date: 06/30/2025

  Hello ****,
  
  Thank you for your message.
  
  We understand that this situation has been frustrating, and we genuinely regret the inconvenience you've experienced. That said, we want to clarify the circumstances around your return and outline the resolution were offering.
  As previously explained, the return was not processed through the proper return channels. Instead of opening a return with ******* and using the prepaid return label provided through ************ would have ensured a safe and trackable return directly to our warehouseyou chose to ship the item using your own method to an address that was not designated for product returns.
  
  Unfortunately, the tracking number youve provided (********************************************************************************************) shows that the package has not yet been delivered, and again it is not addressed to a location we can verify or process returns from. This could have been avoided if the proper and correct process of opening a return was followed.  Under normal circumstances, in order for us to issue a refund, we must receive the item back in our facility.
  
  That said, we do acknowledge that mistakes can happen, and in good faith, we are willing to issue a one-time courtesy refund for this purchase, despite the deviation from the required return process.
  
  Please note, however, that since the free prepaid return label provided by ******* was not used, we will not be able to refund the shipping costs you incurred. This was a personal decision made outside of our process, and we are unable to assume responsibility for that expense.
  
  We hope this resolution demonstrates our commitment to fairness, even in complex cases like this. If you have further questions, were happy to assist.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  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.

  I bought two cellphones from this location, but they were not scanned and could not be activated. Despite this, the store continues to sell these devices, leaving anyone who buys one with a useless product. They have refused to refund my payment and have not responded to any of my emails. It is concerning that ******* still partners with this establishment to sell merchandise

  Business Response

  Date: 04/21/2025

  Hello, We are unable to locate any orders with the email and phone number provided. Could you please respond to this complaint with your order number so we may investigate? Thank you. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23221717
  
  I am rejecting this response because:

  2 ******* straighttalk phones, they have both been returned and I have not been refunded. Order number provided.

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

  Business Response

  Date: 04/22/2025

  Hello, We actually did submit the refund. One of the two went through. It seems the second refund for one of the phones is stuck on "Initiated" phase. Unofrtunately, It is ******* that actually pushes through refunds. The best option would be to ask customer support ************************. We have escalated this to be pushed through by ******* however we are limited on how much more we can do as it is not us but ******* that has to push the refund through. Attached are screenshots on the actual refund page we have along with the case number for the case we submit to have this refund pushed through. 
  
  

  Customer Answer

  Date: 04/22/2025

   
  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:04/09/2025

  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 ordered two unlock att phones and they are not unlock and they refused to fix the issue they are falsely Advertising unlocked phones

  Business Response

  Date: 04/10/2025

  I understand your frustration regarding the phones you purchased.
  
  Per our policy, all products have a 30-day return period, which aligns with *******'s return standard operating procedure as stated on their website. We actually extend additional protection through our 90-day warranty, which exceeds what many other sellers offer.
  
  According to our records, your purchase was made in December, which unfortunately falls outside both our return period and warranty timeframe. We provide customers with an extended window to notify us of any issues with purchased products, but we need to be informed within these established timeframes.
  

  Business Response

  Date: 04/10/2025

  I understand your frustration regarding the phones you purchased.
  
  Per our policy, all products have a 30-day return period, which aligns with *******'s return standard operating procedure as stated on their website. We actually extend additional protection through our 90-day warranty, which exceeds what many other sellers offer.
  
  According to our records, your purchase was made in December, which unfortunately falls outside both our return period and warranty timeframe. We provide customers with an extended window to notify us of any issues with purchased products, but we need to be informed within these established timeframes.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23184799
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Najar 

  The thing is they advertise it as locked and it's not which is false advertisement

  Business Response

  Date: 04/10/2025

  Thank you for your feedback regarding your return request. We understand your concern about receiving a locked device and want to clarify our position.
  
  While we take all customer claims seriously, we must adhere to our return policy timeframe. Our policy extends 60 days beyond *******'s standard 30-day window for third-party sellers, providing our customers with a generous ****** return period.
  Unfortunately, your return request falls significantly outside this timeframe. This policy is standard retail practice and clearly communicated to all customers at purchase. The amount of time we provide is more than enough time to ensure the product is working as it should. 
  
  We would have gladly processed your return without question had it been submitted within the allowable period. However, the considerable time that has elapsed since purchase prevents us from making an exception in this case.
  
  For reference, you can review ********* standard return policy here:
  
  ****************************************************************************************************

  Business Response

  Date: 04/10/2025

  Please close this complaint. 
  
  Customer is trying to return a product 4 MONTHS after purchase. No retailer no matter company is accepting a return 4 months after purchase. Common for retailers *********** to have a 30 day return period. We gave 90 which the customer still exceeded. We are also adhearing to the marketplace return policy. 

  Business Response

  Date: 04/11/2025

  This is a case of the customer recieving a locked phone. The listing itself is not incorrect. We have sold many of these phones to customers.  If this complaint is due to the listing being up and beaing advertised as unlocked than there is nothing to be done. 
  
  If we were falsaely advertising a phone, consitently to all our customers, the marketplace would shut down our store front due to complaints/returns. This is not false advertising and its the customer simply recieving the wrong model (According to customer). 
  
  This is the same as a customer buying a TV, recieving a different model TV. and reporting it 4 months later that its different and not the model she ordered.  We provide more than adequate time to report any issues with the product sold. No martketplace or retailer is accepting a return 4 months after purchase. 

  Customer Answer

  Date: 04/18/2025

  I do agree about the TV but this is not a TV this was a gift that wasn't set up until now and wasn't open until now for a early Easter gift and it's not my fault that the wrong item was sent out and in that message stated that it was the wrong item so how is it that I get punshed for your Mistake.i will keep going till this is fixed for the fact companies taking advantage of miss lead ads

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23184799
  
  I am rejecting this response because:

  I do agree about the TV but this is not a TV this was a gift that wasn't set up until now and wasn't open until now for a early Easter gift and it's not my fault that the wrong item was sent out and in that message stated that it was the wrong item so how is it that I get punshed for your Mistake.i will keep going till this is fixed for the fact companies taking advantage of miss lead ads
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/21/2025

  We are requesting this be closed. Customer is attempting to return a product 4 months later. No matter how you look at this, this is not a practice any retailer would follow.  We will not be strong armed into refunding a product that was purchased last year. 

  Business Response

  Date: 04/21/2025

  We are requesting this be closed. Customer is attempting to return a product 4 months later. No matter how you look at this, this is not a practice any retailer would follow.  We will not be strong armed into refunding a product that was purchased last year.
  

  Customer Answer

  Date: 04/21/2025

  Now you're telling me the listing is not incorrect?But yet the picture I provide states unlocked and the phone is locked Which tells me false advertisement specially when it's two phones

• Initial Complaint

  Date:03/28/2025

  Type:Delivery Issues
  Status:

  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.

  I ordered my son a PXN racing wheel with brakes for his PC and Xbox on March 24, ******* arrived on March 27, 2025. Upon opening the package, I was shocked to see that it was the wrong item. Instead, they shipped a toddler seat swing set. This company is a third-party company that is run by *******. I've contacted Vip oulet and have no response.

  Customer Answer

  Date: 03/28/2025

   

    I contacted ******* about the situation. They are refusing to refund or credit my debit card back for the amount > Due to the fact that it states PXN racing wheel and not a toddler swing. So I am now requesting a refund back from *** outlet. The company is not taking responsibility about their mistake. It clearly, has their seller info on the website. ******* has confirmed that!. Looking on their reviews I see complaints about not receiving products or damaged products. I don't want to take legal action .But, ***** dollar needs to be refunded since ******* has refused to refund .

   

  Business Response

  Date: 04/02/2025

  Hello,
  
  We appreciate your reaching out regarding this matter. We did respond to your initial inquiry, informing you that we were unable to locate any order details using the tracking number you provided (************). Unfortunately, we have no record of this tracking number in our system, as stated in our previous communication.
  
  To assist you further, we kindly ask that you provide the order number associated with your purchase so we can conduct a more thorough investigation.
  
  Additionally, we see from the screenshots provided that a return has already been initiated. Please note that in order to process a refund, the incorrect item must be returned. We strongly recommend completing the return process as soon as possible to ensure a resolution.
  
  

  Customer Answer

  Date: 04/02/2025

   
  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 ***************** has refunded me the money due But, not satisfied with the company's business.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/20/2025

  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 ordered several items from vipoutlet. I received all but one. The tracking number used was the same for all items. So I never received the one item.I contacted customer service. I was told too bad. And nothing was done. I was a repeat customer. I will never be back and I make sure to tell everyone else the same

  Business Response

  Date: 02/26/2025

  Hello,
  
  Thank you for reaching out. Based on your email correspondence with our customer support team and senior sales manager, you were informed that the package was delivered and signed for. Please note that the items in your order were shipped under separate tracking numbers. This particular package was shipped under tracking number ************, which was also signed for upon delivery.
  
  For your convenience, here is the tracking link:
  
  *****************************************************************************************.
  
  Additionally, the other items in your order had different tracking numbers: ************, ************, and ************all of which were signed for by the same individual at your residence. You previously acknowledged this email thread (Uploaded for your convenience)  that this person has signed for your packages in the past. While we understand your concern, the signed delivery confirmation serves as proof of receipt, especially given that the other packages delivered under separate tracking numbers were also signed for by the same individual.
  
  According to ************* and the signed confirmation, this package was successfully delivered to your address.
  
  Please see the attached messages for reference.

  Customer Answer

  Date: 02/27/2025

  I never signed for a second package. Also, the items that were more expensive were there. It was a $4 item. I have no reason to lie. All of my items were in 1 single box, missing the one. And it was lightweight, small, and $4. You expect people to believe you shipped with signature separately that arrived the sa.e time. 

  Terrible customer service. Especially to a customer who shopped many times. But never will again. Enjoy the $4. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22967577
  
  I am rejecting this response because:

  I never signed for a second package. Also, the items that were more expensive were there. It was a $4 item. I have no reason to lie. All of my items were in 1 single box, missing the one. And it was lightweight, small, and $4. You expect people to believe you shipped with signature separately that arrived the sa.e time. 

  Terrible customer service. Especially to a customer who shopped many times. But never will again. Enjoy the $4.
  

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

• Initial Complaint

  Date:12/28/2024

  Type:Sales and Advertising 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.

  Hello i purchased an item(vacuum) from vip outlet on 10-18-24 and it arrived on 10-25-24. It was advertised as NEW! Not used refurbished but new. The box showep up mangled and taped so much around itself to try and hold the completely opened box together. Ive called them multiple times as well as emailed regarding issues in which im facing. According to there advertising i should be covered under warranty forsure!! Instead they said they can just refund me. I dont want a refund i want a working vaccuum that is exact or even similar. Again it was listed and sold to me as new. When *** asked for a replacement they say we dont have it in stock. However there has been multiple occasions where i can log on and see inventory and my vaccuum that should be being covered is listed as for sale. When i call them to ask why cant i get the replacement since its in stock at the moment i will then be put on hold where eventually someone disconnects the call. Then they will send an email days later saying its not in stock we cant replace it. Its not fair theyre pushing me back to prolong the 90 day period to avoid the warranty on there behalf.

  Business Response

  Date: 12/30/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the condition in which your vacuum arrived and for the frustration caused during your efforts to resolve the issue.
  
  Our records indicate that we previously offered to have the item returned for a full refund, as this is our standard policy for purchases made directly through our platform. While we understand your preference for a replacement, we must clarify that the policy regarding replacements or similar item exchanges applies specifically to wholesale purchases, which are not eligible for refunds. (This can be seen in the very screenshot of the policy you provided. This is for wholesale purchases. Not a standard return.) For standard purchases like yours, a return for refund is the resolution we can provide.
  
  We recognize your concerns about the inventory youve seen online. Stock availability for replacements and sales inventory may differ due to how our systems handle various order types. We regret any confusion this has caused and apologize for the inconvenience it may have added to your experience. If you see the product (Same model) in stock and would like to purchase it. You may do so. Price match will be given if the price is different. 
  

  Business Response

  Date: 12/30/2024

  Please close. 
  
  Customer has been offered a full refund for return as is standard for any retailer. Customer is asking for a different product and enforcing a policy that is for wholesale purchases which she is not. 
  
  ********************************************************************************************************
  
  

  Business Response

  Date: 12/30/2024

  Please close. 
  
  Customer has been offered a full refund for return as is standard for any retailer. Customer is asking for a different product and enforcing a policy that is for wholesale purchases which she is not. 
  
  ********************************************************************************************************

• Initial Complaint

  Date:12/16/2024

  Type:Order 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 paid for a dehumidifier that never arrived to my address.These people purposely ,won't ********** scam!!

  Business Response

  Date: 12/30/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience caused by this situation.
  
  According to the tracking information associated with your order (Tracking Number: ************), it appears the product was unable to be delivered. We understand how frustrating this must have been for you, and we deeply regret any misunderstanding or dissatisfaction you experienced.
  
  After reviewing your order details, we see that a refund was already processed through ***** If you have not received this refund or need further assistance, please feel free to contact us directly, and we will be happy to provide documentation or additional support.
  
  We value your feedback and will work to ensure that issues like this are handled more effectively in the future. Please dont hesitate to reach out with any further concerns.
  
  Sincerely,
  
  *******
  Customer Service Team
  VIPOutlet

• Initial Complaint

  Date:11/18/2024

  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 ordered a 14ft bounce pro trampoline through them as theyre a seller through *********** . They canceled my order right before it shipped because they didnt want to honor the price they mistakenly made it as. They refused to honor my order as the price previously ordered. ******* said there was no reasonable explanation for my order being canceled as it was in stock . ******* helped me tremendously although the seller was horrid and did not help or try to resolve their own mistake .

  Business Response

  Date: 11/19/2024

  Thank you for reaching out to share your concerns regarding your recent order for the 14ft Bounce Pro Trampoline. We sincerely apologize for the frustration and inconvenience this situation has caused.
  
  We want to clarify what happened. The cancellation of your order was not due to a pricing issue, but because the item was oversold and subsequently out of stock in our inventory. While the product may still be available from other sellers on ******** website, unfortunately, it is not currently in stock with us.
  
  For transparency, Ive included a screenshot from our seller portal, showing the last update to our inventory for this product. As you can see, the inventory was removed entirely on the 15th when we realized we could no longer fulfill orders for this item. (Since facility did not have any other units available)  Additionally, the price remained unchanged, which would not have been the case had this been a pricing error. We simply had no stock available to ship.
  
  We deeply regret the inconvenience caused by this situation and appreciate your understanding that inventory availability can sometimes create challenges. While we strive to avoid such issues, we will use this experience to better improve our processes.
  

• Initial Complaint

  Date:10/11/2024

  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.

  Seller intentionally ships rod/reel combos without the expensive reel, knowing that returning the rod is a pain most people wont bother with.Seller deletes all negative feedback in real time.

  Business Response

  Date: 10/11/2024

  Hello,
  
  This is Michael, a supervisor at VIPOUTLET.
  
  We sincerely apologize for the inconvenience you’ve experienced with your order. I want to assure you that we never intentionally withhold items or make it difficult for customers to return products. We fully understand your frustration in receiving a rod without the reel, especially given its importance and value.
  
  To resolve this, we’ve offered several solutions, including a partial refund, which you declined due to the cost of the missing reel, as well as a full refund if you return the product. We can also arrange for a carrier like FedEx or UPS to pick up the item directly from your home at no cost to you, to make the return process as easy as possible.
  
  Regarding feedback, I’d like to clarify that we do not delete negative reviews.  As an eBay seller, we do not have the ability to remove feedback on our own. Only eBay can take action if a comment violates their guidelines, but the decision is entirely theirs. The claim that we delete reviews is simply not true. Most we can do is report a review violating ebay guidelines. 
  
  As for our current inventory, we’re unfortunately unable to separate the reel from other items in our listings to send to you. Many of our items are sold on behalf of other retailers. Due to this, we cannot break up items that are listed. 
  
  Please let us know how you would like to proceed, and we’ll do our best to assist you further.
  
  Best regards,
  Michael
  Customer Service Supervisor
  VIPOUTLET

  Business Response

  Date: 10/11/2024

  Custoemr is practically harrasing us constantly and has even recently threatened us with legal lawsuit even though we have followed return procedure to the T. According to ebay and thier terms. We have done absolutely nothing wrong. Customer recieved incorrect/incomplete item so we offered a return for a full refund. 
  
  He is upset we are not doing what he wants. 
  
  

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22411402
  
  
  
  I am rejecting this response because:

  Seller made no reference to their policy of short shipping and minimal compliance with eBay’s policy.

  eBay also uses 1099 CS reps exclusively in India and when they finally stepped out of the bar they were in, I was told that the only way to access communications between myself and the seller was to download a third party Indian app in Hindi that would give a drunk man across the globe total access to my phone.

   The behavior referenced by the seller consisted of me flagging the auctions that contained the reel I paid for, never received and they claimed they no longer had in inventory.

  I will indeed sue both eBay and the seller if this is not resolved and have 17 users willing to sign on for a class action lawsuit already. eBay can’t quash other sites where the seller uses identical tactics.
  All the seller had to do has ship what I paid for or issue a refund. Instead, they lied and delayed. It is personal now and I will take this to its conclusion, wherever that leads.

  
  
  
  Sincerely,
  
  
  
  Thomas Drew

  Business Response

  Date: 10/15/2024

  Please close this complaint. Complaints is now talking about sueing both ebay and us because he does not want to return the product which we have both offered to pick up from him and pay for shipping for. There is nothing more we can offer this customer as he wants either a full refund without return or for us to send a product we cannot send him. 

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising 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 purchased an Apple Watch from VIPOutlet via *********** on 12/14/23. We immediately started having problems with signal to the watch. We went through the process of taking it to our cell service provider, they sent the watch out for diagnostics and returned it to us. We have also taken it to ***** on 3 occasions, each time it was sent out for diagnostics and returned to us. On the most recent return to us, the Apple Store associate informed us that the watch we were sold was refurbished and that's why we're having the problems. The watch was advertised as NEW when we purchased it, and the supplier continues to claim that it was new...but ***** says it was refurbished. After months of trying to get a $200 watch fixed to no avail, the supplier hides behind their 30-day return window.

  Business Response

  Date: 10/03/2024

  Thank you for bringing this to our attention. To assist in verifying your purchase, we will need your order number. As a reminder, our return policy provides a 30-day window, and we offer a 90-day warranty period. During this time, customers are welcome to return items in either new or used condition.
  
  Since your purchase was made 10 months ago, this falls outside of both the return and warranty periods. Once we receive the order number, we can look into the details of your purchase and see what options may be available. However, please note that we cannot process an exchange or return after 90 days, as we offer a generous amount of time to address any concerns within that period.
  
  We appreciate your understanding and look forward to your response so we can assist further.

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22306464
  
  
  
  I am rejecting this response because:

  I have spent months and months taking this watch to the Apple Store and to my cell service provider to troubleshoot why it wasn't working. I have made a valiant effort to NOT have to not have to return/get a refund. Ultimately, regardless of the time elapsed, you MISREPRESENTED the product you sold me. You represented it as being NEW condition, when in fact, Apple has confirmed that it was a REFURBISHED watch when it was sold to me via Walmart's website. 

  The order # was provided with the initial complaint, but here it is again: 2000116-62905244. 
  
  
  
  Sincerely,
  
  
  
  Amanda Haskins

  Business Response

  Date: 10/16/2024

  This customer has opened I believe 2 complaints already that have already been closed in our favor here in BBB due to us following ALL return protoquals and giving the customer 90 days (Which most vendors in WM only give the standard 30) to return. THis is well past the return period. No response should be needed anymore. Customer is harrasing us at this point to refund which we will not do due to this product being past the warranty period we provide. 

  Business Response

  Date: 10/16/2024

  Hello,
  
  Thank you for reaching out. Unfortunately, we are unable to process a refund, as the purchase falls outside our return and warranty periods. We offer a 90-day warranty period, during which we would have gladly accepted the watch, no questions asked.
  
  Regarding your concern about the watch being refurbished, a sealed Apple Watch in its original manufacturer packaging and wrapping would not be a refurbished product. We understand that mistakes can happen, which is why we provide a generous 90-day window to report any issues with the product.
  
  However, this purchase was made in December of last year, which is well beyond our return and warranty periods. While we strive to make exceptions when possible, a 10-month gap is unfortunately too long.
  
  Given the time elapsed, we are unable to accept the return at this point.
  
  Thank you for your understanding.

  Customer Answer

  Date: 10/17/2024

   
  
  Complaint: 22306464
  
  
  
  I am rejecting this response because:

  it in no way provides any solution for the issue.
  
  
  
  Sincerely,
  
  
  
  Amanda Haskins