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:02/02/2024

  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.

  ********* is refusing to return my item (order ***************) placed on 1/2/24. **************** stated that the policy followed is *******'s however I was unable to return the item through *********'s website stating the item was ineligible to return. It had only been 29 days. I asked to speak with a manager and *********'s customer service agent refused and ultimately hung up on me. When attempting to dial back into customer service, their IVR blocks your number and doesn't allow you to get back in. I called from a different number and the same agent answered, hung up on me again, and I was blocked again from the different line. Poor business practice and rude customer service!

  

  Business Response

  Date: 03/03/2024

  As advised by the customer service team, you were to request your return through *******.  If you were having issues with the return policy we also advised to reach out to ********* customer care for assistance. ******* did provide you with the support and options for their assistance but the return was not initiated and the item is no longer eligible for return.

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21239143
  
  I am rejecting this response because:
  
  

  AntOnlines response is incorrect and does not represent what happened. I went to ******* to initiate the return prior to any contact with AntOnline. ******* attempted to return the item but their system said that I had to return through AntOnline because although I bought it through ******* online, it is a 3rd party seller. There was nothing that ******* could do. 
  

  I then contacted AntOnline who refused to return the item when it was still within the eligible time frame to return. **************** tried to tell me to contact ******* again and I advised them I already have. 
  

  AntOnline is refusing to return an item when it was eligible for return. Proper resolution would be to return the item through AntOnline as I requested within my rights as a consumer and according to policy. Also, my other complaints in the ticket still need be addressed. The poor treatment I received from the customer service agent who hung up on me twice and the *** that is programmed to block numbers of customers to prevent them from calling back in. 

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

  

  Business Response

  Date: 03/07/2024

  The facts remain the same since our initial response.  There is no further action we can take in this case.

• Initial Complaint

  Date:01/23/2024

  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.

  On 12/15/23 I placed an order for a ps5 spiderman2 bundle that includes a spiderman2 themed ps5 and a PlayStation portal for $775.99 including tax and shipping.Order #**********. Order shipped and was expected to arrived before Christmas. Package was delayed for several days and was lost. ***** located the package in ** and on 12/28/23 the shipment finally arrived to my home. Inside the box was a ps5 slim only and no PlayStation portal at all.Immediately I attempted to call customer service and was unable to get through so i emailed. The reply I'm so sorry. I will work with you to get this sorted out as quickly as possible. We appreciate the photo provided. For us to assist further, please provide the following:1. Please send a pic of the shipping package showing our label and any package damage if applicable.2. Please send a pic of the item received and any damage if applicable.I will start the process on our end and also open a warehouse / shipping investigation. I replied with photos of the box when it arrived, photos of the labels on the box. No reply, so I called the next morning and was told a ticket was initiated. I received an email from customer support with the same response as last time. I replied again with photos of the box as it arrived, the item inside from all angles, a copy of my invoice, a photo of the sku of the item received and the labels that were on my box the original label and the relabel that ***** created when the package was lost. I called to confirm receipt of this info- it was confirmed they got it and would get back to me by email.No reply.I have called many times since to check status to be told there is no update to the investigation.I have emailed several times since with no reply. The last time I got through, I was asked what the issue with my order was. I would like to be refunded for the PlayStation portal that I paid for but did not receive.The total amount of this item is ****** not including tax or shipping.

  

  Business Response

  Date: 01/31/2024

  We have investigated your concern with our warehouse. It has been determined your order has been correctly shipped in full. The photos you have provided shows a shipping container that was not shipped from our warehouse. Additionally, proof of delivery shows the correct weight for your package. ********* will not be taking further action on this shipment.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair 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 purchased an XBox package deal from them. Advertised 3 months free with XBOx game pass (like ******* for video games). The pass was only for one month, which I have a photo of and also confirmed with Xbox. They have not been responsive to my questioning, and this was purchased through the ******* site and ******* promises that their vendors will get back within 48 hours. *** had several inquiries, both through ******* and via email to the company and they are not getting back to me.

  

  Business Response

  Date: 02/06/2024

  Hello,  

  We are sorry to hear that you experienced issues with your purchase. To resolve this matter, we provided a digital key for a 3 month Xbox game pass Ultimate for you to use via email on 02/01/2024. 

  Customer Answer

  Date: 02/07/2024

   
  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:01/03/2024

  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.

  Purchased an Xbox S on *******.com, sold and shipped by antonline.com, on Dec 1. Decided we didnt want to gift this item and returned it to the ******* store on Dec. 12. Received notification on Dec 14 that the item was received and the refund was issued. On Dec. 28 I got an email saying the serial number on the Xbox they received did not match the serial number for the one that was sent to me and they charged my credit card $307 again. They refused to investigate the issue, would provide me with no details over the phone, and even hung up on me when I was trying to figure out how to get my money back. Never trust this seller!!!!

  

  Business Response

  Date: 01/31/2024

  Hello, 

  We show that a refund has been issued for this purchase. No further action is needed for this return. 

  Customer Answer

  Date: 01/31/2024

  ******* ended up refunding me, not antonline.com. They actually refused. 

• Initial Complaint

  Date:01/01/2024

  Type:Service or Repair 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 purchased a computer from ANTonline official online **** account on December 17th and successfully paid for it. I admit the following - the item was significantly cheaper, likely due to mispricing, than it should have been. My payment was successful. A couple of hours later the seller cancelled my order and issued a full refund. Cancellation reason - "something wrong with buyers' address". This reason is a lie. My address went through the **** validator (which appended ***** to the Zip code, can be seen on the screenshot) and payment (which requires address too) went through my bank. Likely, the seller did not want to admit mispricing (likely human error on their end) and honor the deal. Instead, they blamed the consumer, me. This is a very dishonest practice. The item was still available, just at a higher price.Moreover, I attempted to contact the seller through **** messages (official communication channel). I waited until the Christmas is over for the reply (2 weeks). There was no reply whatsoever. Screenshots are attached for all important facts of this problem. Let me know if more evidence is needed.

  

  Business Response

  Date: 01/31/2024

  Your order was cancelled and refunded in full.  We have no further obligations with regards to this transaction.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21082443
  
  I am rejecting this response because:

  1. A business does not have a right to cancel the order and issue the refund unilaterally after the order has been confirmed. The deal has been made and should be honored as such.
  

  2. The business (see the screenshot) listed problems with the buyer's address as a reason for cancellation. There are no problems with the address whatsoever - it went through the **** validator and the credit card (which requires an address) was charged.

  Taken as is, AntOnline's response implies that for as long as they issue a refund they can refuse to honor a deal and, at the same time, blame the cancellation on a party that did nothing wrong.

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

  

  Business Response

  Date: 02/06/2024

  The facts remain the same since our initial response. No further action is needed from antonline as this order has been refunded in full. 

  Customer Answer

  Date: 02/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  It appears no progress is being made.

  I'll consider other, including legal, avenues to resolve the issue.

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

• Initial Complaint

  Date:12/22/2023

  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 purchased an Xbox series X from this company Dec 18th. Delivery was 11:25 on Dec 21st. My entire household was home, consisting of 3 people. ***** has a Shipping manifest stating it was delivered AND SIGNED FOR BY ******. No one in my household signed for anything, or recieved a package. NO ONE IN MY HOUSEHOLD HAS A NAME THAT STARTS WITH L! Our last name is ***** not *****. No one knocked on our door or rang doorbell. I checked outside at 11:31 after getting the notification the package had been delivered. I checked everywhere. We know all of our neighbors VERY well, and we knocked on all their doors. They said none of them even saw a ***** truck. 5 neighboring houses as well as my own house never saw this delivery take place. So far all ********* has provided is fraudulent manifests that somehow ***** corroborates. I NEVER RECIEVED THIS AND IT WAS NOT STOLEN FROM MY DOOR AS MY NEIBHBORS WOULD HAVE NOTICED AND IMMEDIATELY NOTIFIED US! Stop producing fake information and gas lighting me, and give me my **** refund.

  

  Business Response

  Date: 01/17/2024

  Please see attached for proof of delivery from the carrier. ***** has confirmed correct delivery to the shipping address given at order placement. Please check with your neighbors as they may have picked up your package for you if you were not at home. If you have had a burglary at your home, you should report it to your local police and insurance company.
  
  

• Initial Complaint

  Date:12/22/2023

  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.

  Ordered an Xbox from company and the package was delivered to the wrong address after ***** finished the investigation and confirmed that package was lost ANTOnline refuses to issue a refund.

  

  Business Response

  Date: 01/15/2024

  The facts remain the same since our initial response.  ***** has provided proof of delivery to the authorized address with not additional comments.  There is no further action we can take in this case.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21045981
  
  I am rejecting this response because:

  Fed Ex opened a case regarding the lost package and told me the package was indeed delivered to the wrong address and I was to contact company and ask company to follow their lost package procedures so that I can get a refund. The proof of delivery picture is NOT MY HOME. I have yet to receive the Xbox I ordered. 
  I have attached the delivery photo from Fed Ex as well as other communications. The home in the picture is again not my home. 

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

  

  Business Response

  Date: 01/17/2024

  We have investigated your concern. ***** has confirmed correct delivery of this package to the address that was provided at checkout. ********* will not be taking further action on this order. Please see attached proof of delivery from the carrier. 

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21045981
  
  I am rejecting this response because:

  The proof of delivery was sent before the ***** investigation of the lost package was complete. That is erroneous information. 
  I am expect a refund since Xbox was not received. Contact ***** again they will tell you just as they told me today January 19 **** that package was lost!!!   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/20/2023

  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.

  item never was delivered upon checking tracking signature dosent even come close to my name .Reached out to carrier they told me only seller can file a claim. now im left with only 1 option to chargeback. Seller and merchant **** are not to be trusted they will leave u hanging just off a tracking webpage.when i infact never got anything it has been 2 weeks i wanted my money before christmas now this is gonna be the worst holiday of my life.

  

  Business Response

  Date: 01/02/2024

  We have investigated your concern, the carrier has provided a proof of delivery showing your package has been correctly delivered with signature obtained. ********* will not be taking further action on this order.  

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21037583
  
  I am rejecting this response because: my package still has never showed up and this company refuses to work with me and waive the rights so i can handle this claim with carrier.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/05/2024

  ***** confirmed correct delivery to the shipping address given at order placement. We advised that you check the exterior doors, porches and garages at your location as they often try not to leave packages in plain sight. We also advised to check with your neighbors as they may have picked up your package for you if you were not at home. 
  If you have had a burglary at your home, you should report it to your local police and insurance company.

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21037583
  
  I am rejecting this response because: because u guys are not cooperating with me as i did the all of the above and reached out to *************** who says that signature has never been used at my home.And they told me to tell u guys to file the claim yourself or simply sign a waiver to give the rights to me to continue the claim.I hope we can come to a resolution this has been a back and forth for almost a month and u guys havent responded to me at all on ebay.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/15/2024

   

  The facts remain the same since our initial response and there is no further action for us to take.

   

   

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21037583
  
  I am rejecting this response because: bad business refusing to cooperate with me to coordinate with ***** to proceed with stolen package claim. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.because without him filing a claim with ***** i wont be able to get my money back from ****** and the claim expires in a couple days
  

  Regards,

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

  

  Business Response

  Date: 01/31/2024

  We have responded multiple times and our position has not changed.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21037583
  
  I am rejecting this response because: after speaking with supervisor at ***** they are telling me u must sign over a waiver or file the claim yourself. This is not hurting u in anyway I am the victim that never got what I paid for. I dont know why its so hard for you to not do your part
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary. yes because i really need my funds and 

  RE: 774412489332
  
  A pleasure speaking to you,
  
  We regret any inconveniences this issue as caused. Per our discussion, because your financial arrangements are with the shipper, you should contact them for further assistance regarding claims for reimbursement or replacement. The shipper may contact ***** for any loss claims or client waiver assistance they require. We will make a courtesy effort to update the shipper on your behalf, and  advise that they may file a claim. A waiver would be needed if they elect to resolve the issue directly to you. 
  
  As you requested a copy of the delivery record is attached for your review. We will reply to the BBB in a couple days regarding any progress made.  Thank you for your patience on this matter.  
    
  Respectfully,
  
  ************************|***** Service Recovery Escalations |O. ********************

  Regards,

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

  

  Business Response

  Date: 01/31/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

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

• Initial Complaint

  Date:12/20/2023

  Type:Billing 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.

  Payment info Ending in ****Visa credit card ending in **** ************************* $495.72 Nov 15 at 3:56 AM 1 item $459.00 Shipping Free Tax $36.72 Order total $495.72 Order information Buyerlamar5164 (*************************)Sellerantonline Placed onNov 15, 2023 Payment methodCredit Card Paid onNov 15, 2023 Shipping address ************************* ************************************************************************************************* Order total 1 item$459.00 ShippingFree Tax$36.72 Order total$495.72 Items bought from antonline Order number: ************** QuantityItem nameShipping service FREEItem price 1PlayStation 5 Digital Edition God of War Ragnarok Bundle (295921416629)Standard Shipping$459.00 *Your purchase is covered by **** Money Back Guarantee. If your request is not resolved, you can ask us to step in and help beginning Nov 23, 2023.PlayStation 5 Digital Edition God of War Ragnarok Bundle Order number:************** Seller ID:******************:1 Request ************* Request opened:Nov 17, 2023 Results of investigation Order number:************** Seller:antonline Quantity:1 Case #:5326908563 Case opened:Nov 17, 2023 Case closed:Nov 23, 2023 I have attached the delivery confirmation, but i never got it, balso theres no signature because it IS required.

  

  Business Response

  Date: 12/26/2023

  The proof of delivery provided confirms the merchandise was delivered with signature to the buyer's address that was provided at time of purchase. 

  Customer Answer

  Date: 01/03/2024

  FedEx Express proof-of-delivery details appear below; however, no signature is currently available for this
  shipment. Please check again later for a signature.

  NO SIGNARURE!!!! SO HOW DID I SIGN FOR IT? WHO IS TBRADY?

  Customer Answer

  Date: 01/03/2024

  IM ************************* AND I HAVE BEEN TRYING TO GET MY REFUND PLEASE  FEDEX HAS CONFIRMED THEY ARE AT FAULT  PLEASE READ THE INSERT SCREEN SHOTS  

  Customer Answer

  Date: 01/03/2024

  IM ************************* AND I HAVE BEEN TRYING TO GET MY REFUND PLEASE  FEDEX HAS CONFIRMED THEY ARE AT FAULT  PLEASE READ THE INSERT SCREEN SHOTS  

• Initial Complaint

  Date:12/16/2023

  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 merchandise on November 26 an XBOX. ***** says it was delivered November 29,2023. I never received I was told by ******* to contact the seller. I contacted them they said there was a signature on file from ****** I checked ***** website and it says no signature currently available. Called the seller back and asked for them to file a missing merchandise claim and the guy on the phone said no and hung up the phone. I emailed them and asked them to file the claim and got the response that they were satisfied and claim was resolved as far as they were concerned. I also let them know that there was no signature available through ***** website and now neither company is returning my calls.

  

  Business Response

  Date: 12/26/2023

  The proof of delivery attached that was provided from the carrier shows the merchandise was delivered with signature to the authorized shipping address provided by the buyer at checkout.