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:11/02/2023

  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 ordered a cellphone, and it was shipped via ****** ***** allowed someone to sign for the phone, writing "m *******," which is not my name. The empty package was placed at my door with a sliced opening and a missing phone. ***** has verbally accepted liability and states that Purchasing Power needs to submit a claim to ***** on my behalf, and they will pay Purchasing Power for the phone. Purchasing Power refuses to submit the claim, stating they are not responsible. Purchasing Power says that they have completed their investigation and did not provide any outcome to me. I want Purchasing Power to submit the claim and send the phone to another location so I can have the phone I am committed to paying for.

  

  Business Response

  Date: 11/09/2023

  We are in communication with Tanisha to gain additional details necessary to work towards providing a resolution. As we would like to ensure that any service failures are addressed our direct contact information and availability have been provided.  We will keep in contact with the customer until all concerns have been addressed, as we'd like to ensure complete resolution. 
  We apologize for the customer's experience and thank her for allowing us the opportunity to make things right. 

• Initial Complaint

  Date:11/02/2023

  Type:Customer Service 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.

  Attempting to place an order, Purchasing Power (PP) refused accept the information that THEY requested. I selected my items and proceeded to checkout, no issues to this point. There are 5 steps to complete the process. On step 4, the checkout system requested a direct deposit enrollment 'form' be scanned and uploaded. Being an admin assistant, I went directly to the DIRECTOR OF HUMAN RESOURCES. The person in charge of the entire department, she provided the form. I filled out the form, scanned and uploaded to the system. 'Pending approval,' understandable. Next day, rejected? No clear answer why. I call again, they say upload a paystub, I download the form from my work system and uploaded to PP. Rejected again. No clear answer why. The next day (today 11/2), I call AGAIN and I am placed on multiple holds, totaling well over an hour of wait time. I was asked to email that same information I provided directly to a supervisor ************************************** Could not be approved, no clear answer why. I call back AGAIN.. Placed on an immediate hold for 30 mins. I'm finally transferred to someone that can actually help, after 3 days and countless hours. Don't forget, this is after waiting the **** days, to merge my current employer account with my previous employer account and 3-5 for my information to be updated. This person tells me.. that I have not reached my tenure with my current employer (I've had a PP account and placed orders since 2020, it's 2023). Having an account for 3 years, spending thousands of dollars in purchases (paid off completely at this point), and increasing my income via a new employer MEANS NOTHING! My biggest issue with this is not the policy, of being tenured with my company, that's understandable. Why in the h*** did I have to wait over 2 weeks, spending literal hours on the phone with staff and supervisors, to come across ONE SINGLE person knowledgeable enough to give that information? Plus its almost impossible speak to an American. YIKES

  

  Business Response

  Date: 11/03/2023

  Hi ****** ,
  ***** sorry to hear of your experience but happy to see you were able to speak with ********, a member of our leadership team, on Thursday for a more detailed update. I also see that communication was sent October 21st advising we are unable to update your participation as you have not met tenure. We appreciate you bringing awareness to this service opportunity and hope you comeback to shop with us once your new company's 9 Month tenure has been met.
  
  

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20816009
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/07/2023

  Hi ******,
  We are sorry to hear of your experience but happy to see you were able to speak with ********, a member of our leadership team, on Thursday for a more detailed update. I also see that communication was sent October 21st advising we are unable to update your participation as you have not met tenure. We appreciate you bringing awareness to this service opportunity and hope you comeback to shop with us once your new company's 9 Month tenure has been met.

• Initial Complaint

  Date:11/01/2023

  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.

  Purchasing power began taking money out of my bank account, I did not consent to automatic payments from my bank account at any point and certainly not in the amount they took. I contacted them about a dozen times and was told the person handling my account wasn't available and nobody else could help me. That person never contacted me back at any point.Now they are taking more than the amount I owe as my remaining balance with them is $54 and they are taking another $70. Again, I never consented to them taking automatic $70 payments out of my bank account at any point and certainly not for more payments than I owe. They refuse to talk to me.

  

  Business Response

  Date: 11/03/2023

  Hi *****,
  We've reviewed your account and confirmed communication on 1/26/23, 1/31/23 and 2/1/23 with customer service for assistance setting up a payment arrangement following a change in your employment status. We greatly appreciate you reaching out to acknowledge the default and satisfy the balance. I apologize for any delay in the arrangement or confusion it presented. 
  
  Per purchaser agreement you voluntarily agree and authorize Purchasing Power to either debit your bank account for the past-due amount owed or charge the past-due amount owed to the credit card you provided to us, in one payment and/or recurring payments. More detailed information regarding this is available in part 12 of your purchase agreement. 
  
  The final payment was collected 11/2/2023 paying the account in full and ending the scheduled $70 payments. Please be encouraged to contact customer service for assistance with a refund of the $15.54 overage.  
  
  Thank you for your patience, and thanks for choosing Purchasing Power.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20811101
  
  I am rejecting this response because:

  I did not enter into an agreement to debit from my account. The agreement was made through my employer and did not include my bank account. I agreed to a manual pay once my company dropped your service. There was no change in employment status or default. There was no agreement at any point that you could debit arbitrary amounts from my bank account as you wished.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/09/2023

  Hi *****,
  Per purchaser agreement you voluntarily agree and authorize Purchasing Power to either debit your bank account for the past-due amount owed or charge the past-due amount owed to the credit card you provided to us, in one payment and/or recurring payments. More detailed information regarding this is available in part 12 of your purchase agreement. 
  
  12. Backup Payment Method. If a Backup Payment Method was provided as part of this transaction, then in the event of any Default, and
  subject to any required notice and your right to cure, if applicable, you voluntarily agree and authorize Purchasing Power to either debit
  your bank account for the past-due amount owed or charge the past-due amount owed to the credit card you provided to us, in one
  payment and/or recurring payments. After a Default and Notice of Acceleration, you agree and acknowledge that Purchasing Power may,
  at its option, and to the extent permitted by law, either debit or charge the Total Sale Price plus any authorized fees or charges due (or
  portion thereof) until such time as the indebtedness is fully satisfied.
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  Transaction Date: 10.28.23 @ 10:13PM Amount: $64.99 Business: Purchasing Power Nature of dispute: PO contract signed and Purchasing Power cancelled my order without notification or cause.Attempt to resolve: business advised they have to submit a request to see why my order was cancelled. But in the meantime, I could repurchase everything on my order. I looked at the cost of the items they remained the same except for the refrigerator. I asked for a supervisor, they advised they could offer me 10% off the new price. Also, anyone can change the website pricing at any time. I advise them, this is not a me problem it is a you problem and you need to fix it. Order # ******** Issue involves online pricing.

  

  Business Response

  Date: 11/02/2023

  Hi *****,
  Due to a system error, the ** ENERGY STAR **** Cu. Ft. Bottom-Freezer Drawer Refrigerator you ordered was advertised for the incorrect price and could not be fulfilled. This issue was discovered on day 2 of the **** business day processing timeframe. To correct this issue, the invalid item was removed from our site and communication was sent 10/31/2023 to explain the error and advise of the cancellation/account credit. 

  We sincerely apologize for the customer's experience and have resolved the error within Purchasing Power's fulfillment guidelines. 

• Initial Complaint

  Date:11/01/2023

  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.

  Hello, I purchased 2 rental cars through this 3rd party for a total of 2 weeks in the amount of over $2500 When I went to pick the car rental we were told we were not able to pick up since the did not accept my card. This comes out of my paycheck the dates in question are May 29th - June 12

  

  Business Response

  Date: 11/02/2023

  In efforts to resolve, detailed information was provided to ***** on 6/3/2023, 6/7/2023 and 10/27/2023 regarding our decision. Rental requirements are listed on the site, in the Travel FAQs and were disclosed prior to checkout. Please see below. 
  
  "WHAT CREDIT CARDS CAN I USE FOR CAR RENTAL RESERVATIONS?
  Car rental companies generally place a minimum credit card hold of $200 while youre renting a car. Youll need one of these credit cards to rent a car:
  
  American Express
  Diners Club
  Discover
  MasterCard
  Visa  "
  
  
  As a result, Purchasing Power is unable to replace nor refund the Travel item. 
  The final decision has been made and we sincerely apologize for the customer's experience.

• Initial Complaint

  Date:10/31/2023

  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 have been using Purchasing power for a year, my phone number has never been in my name since its a family line. Which is common. All of a sudden I am unable to see my account summary or make purchasings and everytime i speak to another repersentetive they tell me something completely different. I have taken the test 4 times in the last 2 weeks and its asking me questions i have never heard of. I have had this number for 6 months. This is frustrating that there is no other way when they have my personal information including my work information and nobody will help me. I am unable to make extra payments, see when my items are paid off or purchase anything else. I am being told that my account was never escalated, however It was and that is how I was able to take the test so many times. I would appreciate help, but i have called 2-3 times a week for 3 weeks and nothing has been resolved.

  

  Business Response

  Date: 11/03/2023

  As an ecommerce store directly connected to your earnings Purchasing Power holds online security in very high regard. We would love to extend the opportunity to purchase with us we are not willing to do so in the expense of your security. Purchasing Power does not create the quiz nor the questions. The questions and answers come directly from Transunion as these are the responses associated with the *** entered. We cannot validate the account without successful quiz results. I see as of today, 11/3/2023 you are actively working with our **************** team and a new attempt has been requested. Please allow 2 business days to re-attempt. 

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20807536
  
  I am rejecting this response because:

  With purchasing power being able to pull money from my paycheck stub through my employer comfortably, they should figure out a better way to verify the account. It is very common for people to be on a family plan and this should have been thought of when placing such security into these accounts. Its not okay that i have money being taken out of my paycheck but i am not allowed to see a statement from purchasing power showing where those funds are going and what is being paid off and when. 
  

  the customer service rep today was very helpful and kind. 

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

  

  Business Response

  Date: 11/03/2023

  Hi ******* ,

  As an ecommerce store directly connected to your earnings Purchasing Power holds online security in very high regard. Purchasing Power does not create the quiz nor the questions. The questions and answers come directly from Transunion as these are the responses associated with the *** entered. We cannot validate the account without successful quiz results. I see as of today, 11/3/2023 you are actively working with our **************** team and a new attempt has been requested. Please allow 2 business days to re-attempt. 

  In the meantime, please be encouraged to contact customer service for real time updates on account balances and assistance with payments. 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20807536
  
  I am rejecting this response because:

  it has been 2 business days and i am still unable to retake the quiz. I have been waiting to retake the quiz since 10/27 and most likely will be told i need to wait another 2 business days to retake the quiz after i call again today. 

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

  

  Business Response

  Date: 11/14/2023

  Hi *******,
  We are sorry to hear your account access experience has been trying. I am however thrilled to see you were able to authenticate your account and successfully process an order today. 
  We appreciate your continued patience, and your participation in the program. 

  Happy Holidays!
  

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising 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.

  Purchasing Power C/O BBB:My name is *********************** and my email is: ******************* My phone number is: ************. In wiring in because I need someone from corporate to assist in this matter. Ive two orders, order number: ******** and ********. I never received the whole order ******** so they made a replacement order which was ********. Order number ******** was supposed to be fully refunded but it wasnt. Then the replacement order ******** was lost while in transit. I tried calling customer service to tell them the issue but they seem to not understand anything Im saying. To sum up everything, both orders ******** and ******** was supposed to be fully refunded as I did not receive anything from both orders. Both orders were completely missing, but instead I got partial refunds not the full refund! Someone needs to look into this because both orders are supposed to be refunded! Im not liable for both orders being completely missing. Ive enclosed both orders and as you can see I was partially refunded for both orders when I was supposed to be fully refunded for both orders.

  

  Business Response

  Date: 11/07/2023

  We are in communication with ****** to work towards providing a resolution.
  As we would like to ensure that any service failures are addressed our direct
  contact information has been provided to the account holder to assist.  

  Customer Answer

  Date: 11/07/2023

   
  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:10/30/2023

  Type:Billing 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 have been a customer of ********************** for about 5 years. During this time, I have never had a complaint or any issues. My account has always been in good standing until a final payment of $25 and some change was due. I'm confused as to why this happen as I had two bank accounts on file. I was unaware about this issue until I received an email from a collections company. I paid the collections company the money and tried to log into my Purchasing Power account. I received a message saying to contact the company to receive my new spending limit. A representativegave me my new amount over the phone and told me I was all set. I tried to log in again two weeks later and received the same message. This time when I called I was told that my account was closed and I can't get it back. I do not feel that my account should be closed due to a situation I was unaware of. Once I learned of the issue, I took care of it. I would like for my account to be restored so that I can continue using the service

  

  Business Response

  Date: 11/02/2023

  We've been in communication with the *******, and the issue has been resolved.  We apologize for any inconvenience and always encourage our customers to contact our Account Recovery team with any payment related questions. We appreciate Colleen for reaching out and allowing us the opportunity to make things right.

  Customer Answer

  Date: 11/02/2023

   
  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:10/27/2023

  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.

  1 of 4 items in my order was incorrect upon delivery. It was supposed to be a **** Ti graphics card, but I instead received a ****. After chatting with support I was told I would have to wait 48 hours for the team responsible for listing products to look into it. Okay, so I waited. 48 hours passes, same issue, ** told I will have to wait an additional two days and they cant just exchange the incorrect item for the correct one despite the retail sales agreement in my order packet stating that ANY PRODUCT DELIVERED WILL MEET OR EXCEED THE SPECIFICATIONS OF THE PRODUCT ORDERED based off that alone It shouldnt have been an issue in the first place. Today, I messaged live support once again, 48 hours after being told it twice already, only to be told Id have to wait ANOTHER 48 hours or I could return the item, receive a credit back, then place the order again, the issue is with that is they delisted my original product I ordered and now, the rest of the **** Ti options are more expensive. Im fed up with being run around by this company I just want what I ordered.

  

  Business Response

  Date: 11/02/2023

  Hi ******, 
  We are sorry to hear that you did not receive the product as described and the replacement process has not been as smooth as it should've. I am pleased to see that the replacement has been ordered and will ship shortly. Our *********** Specialist ******* is actively monitoring through resolution and will make a second attempt to contact you with tracking information. We appreciate you for reaching out and allowing us the opportunity to make things right.

• Initial Complaint

  Date:10/23/2023

  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 a sectional sofa from purchasing power and paid the $300 extra for the white glove service set up since I am a single female.The delivery guys were great and I assumed this was not their first rodeo as they got it set up very quickly. They did notice however, that 5 of the legs were missing , tore apart every box looking for it.They finally had to use bricks that I had to prop it up when customer service couldnt help me I then emailed purchasing power who apparently didnt believe me that the legs are missing. He kept telling me where to look for the legs and I told him the delivery drivers looked everywhere, tore all the boxes apart and looked in the furniture .Over the.course of the next 10 emails, he kept telling me that I needed to dislodge the sectional , turn it upside down to look for the legs, I retold him that the drivers covered all the bases and that I couldnt physically do what he was asking me to do I asked why he couldnt just send me 5 legs, he said it was the manufacturer asking all of this. You would think I was asking them to send me a brand new couch!I also asked for the white glove delivery charge to be refunded since the guys couldnt perform the set up without the missing 5 legs.That request was largely ignored and I asked more than once

  

  Business Response

  Date: 10/30/2023

  We are in communication with ******* to gain additional details necessary to work towards providing a resolution. As we would like to ensure that any
  service failures are addressed, we will remain in contact with ******* until we've reached a final resolve.