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:09/06/2024

  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 bought the Fellowes Literature Organizer, 24 Compartments, Item #****** from Office Depot. The organizer is not stable. The organizer is poorly constructed. It is very cheap quality cardboard. I contacted the company regarding this product. I sent pictures and videos. However, they refuse to provide any support and have poor customer service. I asked the company to send a replacement wooden organizer as they carry it for the same price. The company claims the organizer is fine and the black inserts should stay on the shelf, but they keep falling off. I have sent ****** many emails.

  Business Response

  Date: 09/06/2024

  We are still in communication with ************ in order to fully resolve this concern. We have submitted an order on her behalf for a replacement organizer in the meantime. She did express post order, that she was not interested in this and ****** ( whom she was in contact with) asked if we should cancel this warranty replacement. We are waiting for a response in the meantime as the conversation continues. We would like to note that this BBB complaint was submitted prematurely, and we do not have a firm resolution on our customer service end at this time. Also to be noted, we no longer manufacture an organizer with wooden shelves to send as a replacement as was suggested by ************ so we are unable to fulfill that request. As mentioned above, we are more than happy to replace the item she currently has under warranty as there may have been an issue with the support channels of the item. When we viewed the provided videos, the frame itself appeared sturdy. It is important to note that when force is applied to corrugated shelving, there will always be some degree of movement. We feel as if this solution should resolve the complaint at hand. 

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22248010
  
  I am rejecting this response because: the quality of this organizer is poor. The cardboard is cheaply made and bends, tears, and is not long lasting. I also am not happy with the service provided by this company. The amount of times I had to email, send videos/photos to justify myself seems like they do not value their customers or stand behind their products. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/09/2024

  We do acknowledge that this is an unusual situation and as of our last communication with ************, she accepted the replacement item stating, "If the only option is a replacement, I guess I have no choice but to take it". We have further reviewed the videos provided and extended additional direction on how to install the shelf support channels on this product. We believe that we have extended all good faith in this matter, and it has been resolved to the best of our ability. 

• Initial Complaint

  Date:09/22/2023

  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 have a Iphone 11Pro phone case. I got it about 6 months ago. I dont have the receipt. I just wanted a replacement. Id gladly return the broken case. The clear film on the back is coming off. It started where it is thin around the camera lens hole. The agent just said with out receipt nothing they can do. This is ridiculous. Multiple ways to resolve the issue. I only wanted a replacement. The agent did ask any other info except about the receipt. All he cared about. No name,phone number, email. Ask for pictures. NOTHING

  Business Response

  Date: 09/26/2023

  Hello, 

  We will be reaching out to this consumer directly to address this matter. We typically do require a proof of purchase for a warranty claim, but she is correct in that pictures would have been beneficial. Please instruct the consumer to look for a corespondence from ***** at our corporate office. 

• Initial Complaint

  Date:04/04/2023

  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 spoke with ******* regarding our shredder which was not operating as it should. I was unable to provide their office with the original Target receipt? The manager suggested I attempt to get a receipt from Target, however the store goes back 90 days only. After pleading with Fellowes that our unit was a Manufacturer's defect ******* was kind enough to send a refurbished unit and I agreed. We noticed after a few uses the shredder was running hot and making a loud noise. I called their office 04/02/2023 and spoke with ******* and he suggested troubleshooting with oil? This didn't work I then called back and spoke with ****** and she stated that we were given the wrong information and this refurbished unit has no Warranty. This company is desparate and unfair to it's customers and consumers. These types of businesses should be forced to operate with integrity.

  Business Response

  Date: 04/06/2023

  Hello- this consumer was granted a one-time courtesy replacement for a machine from 2015 in October of 2022. The machines that was inquired about was well beyond our stated warranty( of 2 years), but we do strive to make our consumers happy with their Fellowes products and experiences. Per company policy, we do not extend warranties on one- time courtesy replacement machines. It is important to note, that while this is our policy, all replacements are tested and certified. With that being said, we cannot say how the replacement was used within the last 6 months as it presumably was working 100% since then given the fact that we were not contacted. Beyond normal troubleshooting for this machine, we have already gone above and beyond by providing a machine replacement for a 7 year old machine. 

• Initial Complaint

  Date:03/17/2023

  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.

  My onn. MagSafe Compatible Rugged Phone Case for iPhone 13 - Clear broke in to pieces and all I want is ** to replace I will do what ever I got to get to warranty it for me seeing it broke in to pieces and and will file with the attorney generals office if got after this if u dont nothing here and the attorney generals offices dont work I will get my lawyer to deal with it

  Business Response

  Date: 03/21/2023

  Hello, We are diligently working through this inquiry with our customer service team and have been in touch with this consumer for several days now. We ask that we are given time to resolve this inquiry internally via our customer service team. We are receiving the same exact request and documentation from two separate people. As soon as we identify the correct contact information, we will be able to remedy this matter. We do stand behind all of our products and have an extensive and detailed warranty document. 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19616883
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************** I dont no y but u better cover my case or eles

  Business Response

  Date: 03/21/2023

  Please note that we have already replied to this case. Thank you ! 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19616883
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************** stop try to lump me in with my boyfriend roommate and deal with my case sorry I say at my boyfriend a lot more then my own home witch is y I am using his adress

• Initial Complaint

  Date:03/17/2023

  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 got a onn. MagSafe Compatible Rugged Phone Case for iPhone 13 - Clear I want replacement for seeing on 3/15/23 it feel out my hand and case shattered into pieces and dont got it no see the sweep it up and throw it out

  Business Response

  Date: 03/21/2023

  Hello, 

  This case was submitted with the same exact and duplicate information as another. In addition to the receipt being the same, these two consumers shared an address as well. After some additional back and forth with our customer service team, we have shipped one courtesy replacement for the one provided receipt. This replacement item has been shipped and tracking information has been provided to the consumer. On our end, this warranty replacement has been fulfilled and the case is now closed. Should another and different receipt be provided at a later date, we can potentially revisit. We do ask consumers keep broken product as well as submit pictures. Thank you. 

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband bought the shredder at ******* supercenter in ********** and ************* in **** **. He paid $100.00 dollars. We called the company and the lady has been arguing with me and didn't want to replace it she only wanted to do the oil and acted like she didn't care. And the shredder is not working correctly there is a very strange sound when we shred our papers . We don't really put the oil because it will ruin it . We just want our money back. We are recovering from covid. We are on oxygen. We are a disabled couple. We are on social security disability. Resolution, we want our money back or a replacement shredder. Thank you.

• Initial Complaint

  Date:01/11/2023

  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.

  My husband bought a Fellowes paper shredder from ********************* and ************* in **** **. He paid $ ***** dollars. The shredder doesn't work good and doesn't sound right. And the box was damaged and the shredder didn't cut good. We are recovering from covid. We are on oxygen. We want our money back or a replacement. We are a disabled couple. We are on social security disability. Resolution, we want our money back or a replacement paper .thank you.

  Business Response

  Date: 01/13/2023

  Hello ********, 

   

  Thank you for giving us the opportunity to help remedy this situation! We are sorry for the inconvenience. Please contact us directly via phone at ************** so that we are able to coordinate a replacement as soon as possible. 

  Should calling not be feasible, our team can also be contacted directly via email at ***************************************. 

  We take our customer satisfaction very seriously and look forward to hearing from you. 

   

  Kind regards, 

   

  Amanda 

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18726666
  
  I am rejecting this response because:

  G

  Gritty Fritty

   reported via email

  an hour ago

   

  To:"Better Business Bureau" <**********************************************************************************************>

  We want a new shredder because the one we have doesn't work correctly. Or a refund check. Do you guys have my information. Thank you.

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

  Business Response

  Date: 01/18/2023

  Hello, we are more than happy to work with you in order to resolve this matter, but we do need to speak with you directly in order to obtain details about your specific machines and mailing address. We do not currently have access to your information. While you are near your machine, please call us at Fellowes directly. We are reachable via phone at **************. If calling is not an option for you, please contact us via email at ***************************************  

• Initial Complaint

  Date:11/23/2022

  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.

  REGARDING COMPLAINT REF # ******* Will from Fellowes customer Service is refusing to investigate how I keep receiving R-Kive boxes that have glue being dropped on the cardboard. I bought one from Staples that was defective. And then I received a replacement directly from Fellowes, and that was defective also. When I emailed Will from customer service on November 23, 2022, he refused to investigate further. I ask for a serious investigation into my concerns.

  Business Response

  Date: 12/05/2022

  Hello, we have been communicating with ******************* over this matter for nearly 9 months. We would like to note that the set of replacement boxes were sent out post a conversation in June, following an initial communication regarding an offered replacement in March. Even though we did not receive a response for nearly ************************************************ return windows, we did send replacement boxes immediately.From our records, it appears that we only received pictures of the original boxes and that the replacements were thrown out prior to the consumer contacting us. Given the timing of the communication and the inability to provide any documentation of a defect on the replacement box, ******************** was told that we are unable to process a refund. We will be moving forward by alerting our quality team so that a complete quality check can be done on our production line.  

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18458298
  
  I am rejecting this response because: I never asked for a refund. I asked for their company to inspect the quality of their boxes. 
  
  Sincerely,
  
  *****************************