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:06/30/2025

  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.

  On June 12th, 2025, I attempted to purchase a pair of shoes listed as in stock on a website called ***************************** 
  On June 13th, 2025, I was charged a total of $68.37 but informed via email that the item was "currently unavailable with no ETA at this time" so I could cancel the order, or just wait. These shoes have been discontinued by the manufacturer for sometime now. The only reason I was ordering from the website is because they were listed as available. So I replied that same day to just cancel the order.
  
  On June 14th, 2025, I received a reply stating "Your order has been successfully canceled and refunded as requested."
  
  On June 16th, 2025. I received a refund of $65.64, which is $2.73 less than what I was charged.
  
  I emailed the business and provided screenshots of my bank statement asking them to fix the error. They responded by saying the following: "There is a 4% charge for cancel order. We did not make any money. Your credit card keeps the fee. Thank you for choosing By The Sword."
  
  The issue I have with this business is that they are listing items for sale that they do not have possession of. They immediately charged me before verifying that the item was available, and then waited until the charge went through before issuing a refund. But had no problem sticking me with the bill for their mistake. These are unethical business practices and I have a feeling that they do this to people quite often.

  Business Response

  Date: 06/30/2025

  My apologies for any miscommunication. When you placed your order, you agreed to our terms and conditions at checkout, which clearly state that a 4% fee applies to all canceled orders.
  If you were aware that the item had been discontinued, we encourage customers to contact us directly to confirm availability before placing an order. While the item may still have had an “Add to Cart” button on the site, that does not always guarantee it is in stock.
  We are available by phone every day from 9 AM to 5 PM EST and are always happy to assist with questions regarding inventory or product status.
  Thank you for your understanding.

  Customer Answer

  Date: 07/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Hidden fee's that are triggered by negligence on behalf of the business owner are unethical. Listing an item as available on your website and insisting that it is the consumers responsibility to call and verify availability is not standard business practice. If that is the expectation then it would be clearly posted on the website, however at the time of purchase is was not. I recommend that a criminal investigation take place to ensure that this website owner has not been excessively using hidden contracts to steal money from numerous shoppers online. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/05/2025

  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.

  I ordered a WWII German K98 reproduction bayonet with scabbard from By The Sword for $101 on 6/1/2025. After receiving it on 6/4/25, I noticed that the blued finish on the blade was visibly scratched after inserting it into the scabbard for the very first time. The damage wasn’t caused by misuse — the scratch occurred due to poor design or manufacturing, as the bayonet appears to only insert properly one way, which was not explained or marked. There were no instructions provided, and I handled the item carefully.
  
  I contacted the company, willing to pay their listed 15% restocking fee to return it, but the customer service representative was cold, dismissive, and flatly refused the return. She also made a note on my order that prevents me from calling again about it, which I found both unprofessional and unfair. I received no helpful advice other than “use WD-40,” which is not a solution for bluing loss on a collectible blade.
  
  I later checked their reviews and saw many complaints similar to mine — bad customer service, unfair restocking policies, and refusal to work with customers in good faith. I feel taken advantage of. A reputable company should stand by the quality of their products and offer support when items arrive defective or are damaged during normal use.

  Business Response

  Date: 06/05/2025

  Yes, it is normal for the bluing on the blade of a K-98 Mauser bayonet (or any similarly blued steel blade) to show some rubbing or wear when repeatedly inserted into and withdrawn from the scabbard. Bluing is a surface treatment—a thin layer of black oxide (magnetite, Fe3O4)—applied to steel to provide limited rust resistance and a dark finish. This finish is not especially thick or hard, and mechanical friction from the tight fit of the scabbard can gradually wear away the bluing, especially on high-contact areas like the blade's edges or sides.
  
  This phenomenon is well-documented among collectors and restorers of original K98 bayonets, where bluing loss is common on blades that have seen regular use or handling. Even with careful manufacturing, the process of inserting and removing the blade from a steel scabbard will inevitably cause some abrasion over time. The effect may be more pronounced on reproductions or new blades if the fit is particularly tight, or if the scabbard interior is rough.
  
  To minimize further wear, it is recommended to keep the blade lightly oiled, as this can both protect the exposed steel and reduce friction. However, some degree of bluing loss is expected and considered normal for both original and reproduction bayonets.

  As you stated in your complaint and on the phone, you scratched the item while inserting it into the scabbard. You now want to return the damaged item at our expense. However, since the item was not damaged when you received it, we do not believe we should be responsible for your mistake. We will not accept the return of an item that you knowingly damaged.
  You also mentioned r in the call, but we were not rude to you at any point; the bottom line is that you simply did not like the answer we provided. Additionally, we do not send instructions on how to insert a knife into a scabbard—it should be evident based on the shape of the item.

   

  Customer Answer

  Date: 06/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it misrepresents my situation and fails to acknowledge the real issue. I did not misuse or intentionally damage the product — the scratch occurred upon the first insertion of the bayonet into the scabbard, which points to a possible defect or overly tight fit. I contacted the company politely and was willing to pay their stated 15% restocking fee, but instead of working with me, they were dismissive, unhelpful, and placed a note on my account to block further communication. Their response on the BBB was condescending and inaccurate, especially in suggesting that I caused the damage through improper use. I’m asking for a fair resolution — either a replacement or return minus the restocking fee — not a free item. I feel their refusal to accept responsibility and their treatment of me as a customer was completely unacceptable, especially given the cost and the condition of the product after minimal, intended use.
  
  
  
  
  
  Sincerely,

  
  
  
  
  **** *****

  Business Response

  Date: 06/11/2025

  Thank you for sharing your experience. We sincerely apologize that your expectations were not met and for any inconvenience you faced. Regarding the bayonet and its scabbard, we understand that even normal sheathing can sometimes lead to minor cosmetic marks, especially with replica items that have tight tolerances or less forgiving finishes.
  
  We do our best to describe our return policy clearly, but it sounds like there was a communication breakdown and that your concerns were not addressed in a way that felt supportive. We regret that you felt dismissed during your interaction with our team.
  
  We continuously review product designs and customer feedback to improve our service and to better set expectations. Your input highlights an area where we can provide clearer warnings and potentially improve packaging instructions for first-time users.
  
  Again, we're sorry for the frustration this caused. If you have further feedback or if there’s anything we can still do to help, please don’t hesitate to reach out via by email. Your account was not flagged.

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While I appreciate the change in tone, the company still refuses to accept a return or offer a fair resolution. I offered to pay a restocking fee, which was declined. This response still does not solve the issue, and I have since filed a chargeback with my credit card due to their refusal to honor their return policy.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/18/2025

  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.

  I purchased an item in early Jan 2025. Came in different and so I wanted a refund. Reached out to seller. Said item is right hat. I shown that the color was different then on their site. The insignia was different and craftsmanship was non existent. Argued about shipping and refund who they say they won’t reimburse. I repeated that it’s not the same. They say it is. Manufacture just changed some things. I said if they changed it I should’ve been notified. They said they don’t notify people.. we just take their money. Wow. So I put a review on ****. Not 20 minutes later they email me saying how they won’t return the item because of the review and they didn’t like what I had to say. I’m well within my rights to review you crappy business. Zero customer support. Dismissive. Vindictive. They believe their poop don’t stink. Funny. So I have a dispute with ****** but if one is thinking to buy from this company. DONT. Save yourself the headache as ***** isn’t very nice. Tons of reviews on here and **** about her and this business as a whole. Very rude. I will add if you do have an issue and reach out. You will be left on your own. They quote their terms and service which reads like a novel of why they can’t do something. I think in fact I know they go in after an interaction with a customer and amend it. For me they added on the bottom of the item page how the item may come with different insignia which wasn’t there before as proof in one of the pictures I’ve attached… steer clear!!!! As for *****/BTS… please close shop. Or learn how to talk to people who put money in your pocket and food in your kids mouths. Shame

  Business Response

  Date: 02/18/2025

  He has been told many times, he got the correct cap, He agreed to our term and conditions when order, and it clearly say that Hat are not returnable.  He posted a review on **** and Lied and said it come from China when he clearly sent a picture that says made in Germany. Offer to send a free insigne that can be sewn on and just cannot make him happy. He not sharing that email. 

• Initial Complaint

  Date:11/26/2024

  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.

  I purchased an item "OathBreaker Scabbard" on 11/15/2024 for $187.37. On the description of the item under "Key Features" it says it fits sword GOT-19. I purchased the Scabbard believing the Sword was a part of it, that was my mistake. When I received the Scabbard only, I did research to purchase the sword separately. On the description on 11/23/2024 the key features still said "Fits Item GOT-19" and nothing else. I tried searching the website for that item, which no item existed. I then did an Internet search for the actual sword, at which time I found out the Sword itself has been discontinued.
  
  I read the Return Policy which states that any item, non-apparel can be returned for any reason for a refund or exchange. I submitted a request for return at 5:23 AM on Saturday 11/23/2024. I called the company on Monday 11/25/2024 to follow up on the email and I was told the website stated that the sword was discontinued and it was non-refundable.
  
  This was completely incorrect, and I asked when the change to the website had been completed, the representative wouldn't tell me when the website had been updated and that she would not process my refund. I told her, this change happened after my request, because when I checked the website it did not say that, nor did it say it when I purchased the item.
  
  I believe this company is committing Fraudulent acts to retain money that they should refund. I cannot send my item back until I receive an Return Authorization number. I am happy to return the item, but this business practice is very sketchy and I have submitted a Fraud Claim to my bank in order to get a credit back. I feel I shouldn't have to go to these lengths to get a refund for an item that was eligible for a refund based on any reason.

  Business Response

  Date: 11/30/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the customer's complaint regarding their recent order for the GoT-28 Oathkeeper Scabbard, placed on November 15, 2024, for $187.37.
  The scabbard was shipped promptly on November 18, 2024. On November 23, 2024, the customer requested a Return Authorization (RA) number via email. We responded on November 25, 2024, providing the RA number for the return. During this communication, the customer expressed a desire for a full refund including shipping costs. We clarified that shipping fees are non-refundable and that a 15% restocking fee applies to all returns.
  
  We are currently awaiting the return of the scabbard and will process the refund as soon as we receive the item in accordance with our established procedures, which have been in place for 29 years. We strive to maintain transparency in our return policy and are committed to resolving this matter efficiently.
  
  Thank you for your attention to this issue. Attached you will find all the emails we have from customer with dates and times. Please read. 
  
  
  Sincerely,

• Initial Complaint

  Date:05/30/2024

  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.

  I attempted to purchase a sword online. The money was collected from my account. Then I received an e-mail asking me why my billing address and shipping address did not match. I answered their question. I received another e-mail asking if it was my account or another person's. I called the number on the e-mail, and left a message. No one returned my call. I then responded to the second e-mail and requested they cancel the order. I have had no reply, I have not received the sword, and the money has not been refunded. My bank states the transaction was authorized, and that I have to attempt to get my money back from the business. That is what I want a refund, but they will not respond to me.

  Business Response

  Date: 06/09/2024

  We believe that this customer is a fraud and it he is the real customer, he should see that he was given a full refund.  But being since he is a fraud, he would not be able to see that. 

  The one phone message we got from him was "Go **** yourself.  That was our clue. 

  Customer Answer

  Date: 06/10/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are lying about the refund and the message.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 06/21/2024

  As any good business, we want to protect our card holders from Fraud.  If you are the card holder, you should have seen a credit on your card.  If you are not the card holder, you would not see the credit.  We have provided in this complaint a copy of the refund in full.   We can provide two notarized statements that on Sat 4/27 at 11:41 AM message *52 line 2 that a message as stated in the complaint came from the phone number that is on this order. 

• Initial Complaint

  Date:03/20/2024

  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.

  I ordered an item from them that was over $500. The reason I ordered from them because anything over $500 is signature required. I have photo proof of it. Item was left on doorstep while I was at work and was stolen. They lied about signature required on orders over $500. I wouldn’t have ordered from them if I knew they’d leave item on doorstep. Now I’m out $591.15 us for item and $220 Canadian for duty and brokerage fees and they don’t care.

  Business Response

  Date: 03/23/2024

  You did not ask for a signature, you did not write a note in
  your order, you did not call us, and you did not email us.  You got tracking numbers, you paid customs,
  but you can see it is not a signature requirement and knowing that the package
  might get stolen you let UPS deliver it instead telling them to hold it for
  pick up. You call UPS and try to make a claim on it and got denied.  Then you email us, and after trying to help
  you, you go around calling us thieves. 

  Customer Answer

  Date: 03/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  On there website it say anything over $500 is a required signature. So I ordered from them be causes I knew it wouldn’t be left on doorstep. Yes I did pay duty because I got an email days before asking if I wanted to pay before package came in. If I knew they lied on website and no signature required on any orders, I wouldn’t have ordered. 
  
  Sincerely,
  
  
  **** *****

  Business Response

  Date: 03/25/2024

  This customer call first and ask how many we had in stock because his brother might want one. He asks us if a signature was required and he was told that in some cases, depending on where it is ship, signature is never gotten.  This customer was fully award of the situation before hand and had now open a Pay Pal dispute, however they have proof of delivery with a picture and time stamp. 

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I did call and ask if they had extra the day I bought it because my brother was interested and you can’t find in Canada. I never ask them anything about signatures because like in the pic, it says anything over $500 is signature required. There is a pic of a box, I’m not saying there isn’t. I can’t see any writing on box in pic saying where it came from or where it was going but, there is a pic. And the item was stolen because left on doorstep when I was working. My problem is, I ordered from them because it say on their website ORDERS OVER $500 IS SIGNATURE REQUIRED!!! They lied on their website and they lied saying I ask them about signature. I would like to hear recording of me asking them on the phone anything about signatures. PayPal took their side because there was a pic of a box, they didn’t take in account that their website says ORDERS OVER $500 ARE SIGNATURE REQUIRED!! I shouldnt have to eat all of the $1100 (that includes duty and custom fees)because of their lies. They should have to take some responsibility because their website says ORDERS OVER $500 ARE SIGNATURE REQUIRED!! And please please please, give the BBB a recording of me asking about signatures. I’d love to hear it!! But it’s impossible, you don’t have a recording because you are lying. That fact of the matter is their website says anything over $500 is signature required and they lied. I order stuff all the Time. This is the First time with a bad company. I ordered from ****** and their policy is signature required. I had to sign for my three knives. No problem with **** ** ******, no problem with ****, ******, I even order  from overseas. Never a problem. And what they say they do on their websites, they do and don’t lie. I’m sure if the government ordered from them in this exact situation, they would be forced to pay it back BECAUSE THEY LIED!!! But a little guy, it’s easy to walk all over. 
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 03/27/2024

  Dear Dale, 

  Our site says this. "LOST OR DAMAGED ITEMS DURING SHIPPING
  All our products are shipped in new condition and are insured. Items totaling $500 and over are sent signature require. By The Sword is not responsible for any lost or damaged items incurred during shipment"  

  When you got the tracking number, and when you got notice of customs fee that are due.  You can see it was NOT signature required.  It was delivered after working hours at 5:39PM. 

  You are not telling the truth about asking about the signature, because I took the call.  You have not answered the dispute in PayPal because you know you are going to lose that case. You could of ask UPS to hold the package for pick up but did not. You claim it got stolen, but how would anyone know that you are telling the truth. 

   

   

  Customer Answer

  Date: 03/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  You already showed what type of company you are by lying and saying we talk on phone about signatures and I know you have no proof because never happened and you being a big company must have a recording for training purposes or something like that. I payed the duty on line when order was at customs because I got an email saying pay now so there are no delays. Nothing about signatures. Pay-pal closed complaint and wouldn’t let me fight it so that’s why I couldn’t go further. They were happy with pick of random box. And again, you lied on website saying ORDERS OVER $500 ARE REQUIRED SIGNATURES. I find it very sad and pathetic that you lie on websites about SIGNATURE REQUIRED and I find it sad and pathetic that you lied and said we talked on phone about signature. And again, I’d love for you to show BBB a recording of that, but you can’t because you lie!! But I guess lying to try and win your case is ok. BBB, if you contact **** ** ******, an actual credible company that doesn’t lie, their website says nothing about signatures required. So I let them know exactly what I’d be doing to make sure I got my package. And, I got my package!! I even gave great review on there website. I will only stick with facts about case. And I won’t lie like you even if that means I lose the case. I have morals. 
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/01/2023

  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.

  By The Sword Inc listed a product on their site that they did not have in stock. I learned about this post-order via an email. After being informed of my options, I opted for a refund on my payment given that the item I ordered was a very specific item and the alternatives they did have would not work.
  
  They gave me a partial refund and refused to refund it in whole, by pointing at their policy of charging a fee on refunds. This is of course absurd given the fact that the refund was a result of their inability to only list the items they have in stock on their website. I tried to work this out with an email communication and they would not budge.
  
  It was a $3 difference that cost any and all future business from me and provided a poor review. I hope the $3 was worth it. I would not recommend working with them.

  Business Response

  Date: 12/03/2023

  Dear ***,
  We are very sorry that you are not happy with us.  However, as you agreed to our terms and conditions
  at check out when you order, there is a 4% charge for cancellation.  This is a legal agreement when you check the
  box and order at checkout.  You paid by
  Pay Pal and the fees were $2.55 and you have been given a copy of the transaction
  showing their fees. Pay Pal has not given back merchant fee since May of
  2019.  We cannot give back more money
  that we received as we would not be able to stay in business.  You ordered on 11/28/2023 and were emailed on
  11/29/2023 as it had now been discontinued and sold out and given other
  options. Our site does not show what is in stock or not.  The supplier does not tell us an item is discontinued
  until we try to get more in. You could have change to something else that we
  offer online. We have over 43,000 items.  You could have taken store credit that is good
  for a year. However, you chose to get a refund and we did just that. We made no
  money.
  I have attached all the emails, PayPal transactions and the PayPal
  dispute you did.  I know that you will lose
  the dispute as others have tried. I wish we could have supplied you with
  another blue vest that you wanted as we have many to offer.
  There are 14 supporting pages attached to this complaint.
  

  Customer Answer

  Date: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  YOUR business forced a refund. I wanted the item I purchased. You can't list items for which you dont have. As a business that is your responsibility. If you don't have it, and I want it, then either I should not be allowed to buy it or I should be given a full refund. I will win the PayPal dispute and I will fight it tooth and nail because of the president this sets.

  If you dont like PayPals fees, don't use PayPal. Or better yet just don't list items you can't source anymore. Most business list items they currently have in stock. When you list items you don't have in stock, YOU are taking the risk and desever the costs of that risk, not me the customer.

  Given the tens of reviews giving you one star for the same reason you think maybe one of these reviews would cause you to recognize the errors of your ways. You lost a good customer and will lose many more.

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

  Business Response

  Date: 12/13/2023

  Dear ***,
  You were not forced into a refund. You emailed and said to
  refund the order and we did that. You ordered on 11/28/2023 and you were
  emailed on 11/29/2023 and given several options. You chose to refund the order.
  We gave you the PayPal receipt showing you what PayPal
  kept.  PayPal has not given back fees
  since May of 2019.
  You agreed to our terms and conditions at checkout otherwise
  you would not have been able to order if you did not.
  It clearly reads that all cancellations will be charged 4%.
  I am sorry if you believe that all handmade items or custom
  items on a specialty website are in stock. Since we have been in business for
  28 years, most of our customers are willing to wait or change it since they
  know the nature of what we sell. That is why we suggest on our site that customers
  contact us before ordering to check stock.
  None of our manufacturers tell us when they discontinue
  anything ever.  We run out of stock on
  many items every day.  We can get most
  items here within days.  However, if they
  have been discontinued, we only find out when we try to order more back in
  stock.
  PayPal is a convenient way for you to pay as with a credit card.
  They no longer give back those fees now.
  If you do not want to pay those fees, I would suggest you
  start writing checks or money orders.
  There are now places that I go to shop here in town, and
  they add a 4% charge to my bill when pay by credit card.  The world is changing, and no one likes
  change.
  We have customers that will order the same thing from
  several sites and when they get the first tracking from one site, they call and
  cancel the orders from the other sites before they can ship it.  This will help to prevent those people from
  doing just that.
  We are very sorry that you are not happy with us but with
  rising costs, we cannot continue to absorb these fees. 

  Customer Answer

  Date: 12/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I did not chose a refund as my first choice. My first choice was getting the item that you listed as in stock on your website. Your terms and conditions are valid, if and only if, I on my own chose to return the product and initiate a refund. You "offering" an exchange for your mistake is a really horrible way of trying to claim that I initiated a refund. Your lack of inventory and false advertising initiated a refund.

  I did not return an item - you simply did not deliver anything. 

  If your business model involves you listing items you do not have, then you need to accept responsibility for the costs of doing so. Only listing items you can get is an additional cost too, and most online retailers take the time and labor to remove listings for which they don't have access to. If you chose not to, then you should eat your business costs of returning the payment to the customer for which you are unable to deliver to. The way you run your business is not my problem.

  "If you do not want to pay those fees, I would suggest you start writing checks or money orders". NO. These are YOUR FEES because YOU use PayPal. You offer that as a payment method. If you don't want to properly manage inventory, then you need to either eat the cost of PayPal fees, for which you chose to use, on the occasion that you chose to sell an item you don't have, or chose to not accept PayPal.

  I wouldn't fight this if you had a warning before every purchase that said "Warning: We do not check inventory status before you order items. We may very well be out of stock of these items because thats how we run our business. In the event that we are out, we will not provide you a full refund because we refuse to account for the cost of business and don't understand what the term "customer service" means. We hide behind being a small business to deliver subpar customer service, including and not limited to taking a customers money and give them nothing in return except a hard time and a headache. Please keep buying from us. ;)"

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

  Business Response

  Date: 12/17/2023

  Dear ***,
  When we emailed you about your order, the very next day and
  given options, the first thing you said was “refund my order.”
  I have the email if you would like me to post them here.
  Once again, we carry 43,000 items online and no supplier tells
  us when they discontinue and item. We only find out when we try to order more
  in. That is one of the flaws of this business and we apologize.
  PayPal is a convenient way to take payment for both parties.
   If you did not agree with the terms and
  conditions, you should not have placed the order. As it clearly said PayPal
  fees are not refundable.
  I am sorry that you lost the PayPal dispute.  PayPal has informed us that you now change your
  reason and open another dispute with your credit care provider though PayPal.
   We do not pretend to be
  Amazon or Walmart. We are a specialty store and some items are custom made with
  time delay and are noted in the description.
  Happy Holidays to you and your family. 

  Customer Answer

  Date: 12/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You emailing me to ask me if either I want a refund or a different item after you did not have the item I ordered so that you could capture me saying "I want a refund" is a very slimey business practice. I never wanted a refund - I wanted the item I ordered. The refund was a result of your incompetent business practices and false advertising of having an item in stock that you actually don't have in stock.

  You carrying 43,000 items sounds like a business decision to me. Thats not my problem. Maybe carry 20,000 instead and actually manage your inventory to only list what you actually can source? I'm not sure how you handle that. But the good news for me is that I am the customer - not the business - and that is your job to handle, not mine. I'm glad you recognize it is a flaw of YOUR business! Now the next step as a good business owner is to offer a full refund on behalf of your business flaw!

  If PayPal is convient for you, then you have to pay the business costs of using PayPal. I accepted the terms and conditions because I had no plans on returning the item to request a refund. You FORCED a refund with your false advertising/lack of advertised inventory.

  I did not lose the PayPal dispute, sweetie. It just started. I talked to a PayPal representative and they shifted the reason on my behalf so I can get my full refund. You really are fighting hard for this $3. Some people might have started to recognize that their time is worth more than a $3 dispute and loss of a long-term customer. But I guess not all businesses make good choices. For me this is now something I am going to fight until I win, since you seem to be so adiment on me not winning.

  I work with small vendors and shops all the time over Amazon or Walmart actually. I love supporting small business. Believe it or not - small businesses can exist with customer service, reliability, and accurate advertising. Being a small business doesn't automatically make the business incompetent in those areas. Maybe if you used the time you have spent on this dispute to call and confirm vendors inventory you could have confirmed maybe 500 of the 43,000 listings and saved some customers a headache.

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

  Business Response

  Date: 01/04/2024

  We do not want to respond to the condescending comments. Some of them are just lies We did not give him back his money.  That is something Pay Pal did. Not us. 

  Customer Answer

  Date: 01/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My comments throughout this effort were not condescending, and certainly not lies. If anything, By The Sword Inc told me that, "I must be an only child" as a reply to my completely valid complaint. It seems the business owner is unable to understand what valid cririsim is and instead looks at it all as some campaign to lie about them. 

  PayPal refunded me because the seller violated the PayPal Terms of Services. You may not sell a product for which you dont have and then refuse to apply a full refund. You may have your own "Terms of Services" but the use of PayPal as a processor has a separate set of terms, which you violated.

  I hope other buyers take the same route that I did until PayPal suspends your ByTheSword PayPal account for numerous Terms of Services violations.

  When things don't go your way in life I would recommend more self introspection rather than blaming everyone else for a conspiracy theory to lie about you. As you threatened in response to my Google review - take me to court and prove to a judge I have lied. So far you are 0 in 1, as the PayPal judge made their verdict clear. Good luck. :)

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

  Business Response

  Date: 01/05/2024

  We accept that he will never accept our response.  We will not tolerate any more lies. 

   

• Initial Complaint

  Date:10/18/2023

  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.

  Placed order ****** 10/14/23. Called & spoke to someone 10/18/23 as I'd received no shipping info, was told my item was not in stock. She said she was preparing to email me this. I was confused and concerned at the timeline, and that the item was listed as in stock, and to ship w/in 48 hours per website.
  She quickly became combative, said she "hears this all day" and suppliers "don't tell them when items are out of stock." I asked if I had waited for her email, would I have received a full refund? She said I agreed to a partial refund when I placed the order and that canceling was my choice. She said if I cancel I won't receive a full refund since I used Paypal. I asked what that meant. She disrespectfully stated I "wasn't understanding" and "didn't like what I was hearing" and that she "wasn't being rude" as she yelled at me. She repeated that "Paypal doesn't refund the fees and hasn't refunded fees for three years." I asked to speak to supervisor- she said there is no one else, she works remotely. I stated that on the website it states there are "multiple operators available" to answer questions. She refused.
  
  I asked when the refund would be issued, its amount, timeline. She said it would be $91.56. I paid was $95.38. Still escalated, she repeated that because I am canceling the order, I agree to the loss of full refund and that I agreed to this. She said that I should have called first.
  
  How can a customer be charged a fee if they are canceling an order that was never going to be fulfilled? In her refund note, it also says that I emailed her to cancel it - this is not true - I have only phoned the company. It also states that I agreed to a 4% charge if I canceled. This was not visible anywhere when my order was placed nor was it indicated in the receipt I received. She continued yelling, said I should "shop somewhere else" and hung up on me. I attempted to call back, including the other #'s listed on the website, but each # goes to her home answering machine.

  Business Response

  Date: 10/21/2023

  You placed the order on Saturday 10/14/2023 and paid by PayPal.
  You called on the morning of Wednesday at 11 Am. On 10/18/2023 and wanted to
  know the status of your order.  We told
  you that the note in your order said sold out and you asked what that means. We
  told you the supplier has now discontinued it and there are no more available.  Your order was on her desk, and she was emailing
  you about the situation and you went raging about wanting a refund.  We gave you a refund while you were on the
  phone.  Your options could have been a store
  credit that is good for a year or a change to something else that we have in our
  store.  We have over 43,000 items online
  to choose from.  You got the refund minus
  the Pay pal fees of $3.82 that we did not receive.  Pay pal has not given back PayPal fees now
  for about four years now. You had to agree to our terms and conditions at check
  out before you made the purchase online. 
  Our online store does not show stock quantities. We strongly suggest
  that if you are in a hurry to call first.  We are not open on Saturday or Sunday. Suppliers
  do not notify us when they discontinue an item. We made no money on your order,
  and you were insulting about our business practices and how we should run it. When
  asked why a business would give back more money to the customer than we received,
  you had no answer.  You were asked three times
  if there was something else we can do for you but you continued to yell and
  insult her. I suggest you take it up with PayPal instead of our customer service
  representatives.  Calling three more times
  after the call to continue with your badgering was not necessary. The three calls
  you made do not go to her personal phone. They go to a business answering machine.  You were yelling at the representative, and
  she had enough and yes, she hung up on you. 
  There was no need to continue the conversation. You were beyond reasonable.
  All calls are recorded, and I can justify that you should shop somewhere else
  and although you found it funny that no one ever reads those terms and conditions
  at checkout, you might want to reconsider.  

  Customer Answer

  Date: 10/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response to my complaint contained a number of inaccuracies and mistruths by By the Sword, which I will address individually.

  
  1. The response from By the Sword states there was a note in my order indicating it was sold out and discontinued. This is untrue. There was no note in my order, receipt or any information indicating it was sold out or discontinued when I placed the order. Upon placing the order, I received a receipt which confirmed the item, its details and cost, my shipping method and the amount that I paid. Concerned after receiving no additional information five days later, I contacted By the Sword to inquire on the status of the order. Why was there no communication for five days after my order was placed? That is problematic.

  
  2. My calling back after being hung up on after the customer service representative yelled, "I suggest you shop somewhere else!" was my attempt to reach another customer service representative or, as I had requested during my call, a supervisor, to resolve my concern and let them know what is happening to customers when they call in with concerns. This is not badgering. This is an appropriate response by a customer who has been mistreated and whose concerns have not been resoloved. The website states that "multiple operators are available to answer your questions." Where are these operators? Every number leads to one person and a bizarre answering machine message that doesn't give the name of the company...? 

  
  3. Customers have to be notified that calls are being recorded per federal law. This recording will indicate that a customer was concerned, frustrated, and repeatedly asked reasonable questions which were met with anger, disrespect, and combativeness as soon as a refund was requested.

  
  4. A note at the bottom of the partial refund information states that I emailed to inquire about the status of the order and requested to cancel via email. This is also not true. I did not email. I phoned the company to inquire about my order status.

  
  5. The combativeness from the customer service representative began when I asked for clarification about receiving a partial refund for an item that was never going to be shipped to me in the first place. I was answered with, "You're not understanding!" repeatedly, as well as, "You don't like what you're hearing!" and "I hear this all day!" as I expressed concerns and repeated my questions. My questions were repeated, not yelled or "raging about wanting a refund."
  Asking questions and not accepting misinformation is not "raging" - it is an appropriate response to a terrible experience. My questions and refund request clearly were not welcome, which resulted in poor behavior on the part of the customer service representative...and a poor response here from By the Sword, which appears to be written by the person I had the unfortunate luck of having to talk to in my call. I have a feeling that if I simply accepted an exchange and not asked any questions, I wouldn't have been yelled at. Instead, I was bullied and and attempted to be pushed into accepting store credit. But, according to other BBB complaints, Google and Yelp reviews, this behavior and treatment of customers who ask questions about their orders seems to be common practice for By the Sword. Quite an unfortunate reputation.

  
  6. Nowhere in the terms and conditions is it stated that Paypal orders are subject to an additional 4% fee. Thus, this blameshifting that is occurring where Paypal is indicated as the reason for the fee, is blatantly misleading and a glaring issue. Telling a customer that "Paypal hasn't refunded fees..." is unprofessional...that is not a customer issue. That's a business issue.

  
  7. I still have no idea what your question about giving a customer back more than they paid means. It is blatantly unethical to take money from customers for items that are listed is in stock, misleading them and capturing their payment, then wait several days before informing them their paid item is out of stock, then locking them in by telling them their only option is a)a partial refund or b) a store credit to an inventory of items that may or may not be in stock, but obviously must be paid for up front before it will be determined and shared whether they are in stock. Misinformation from step one here. 
  If a customer pays a certain amount for an order that is listed as in stock, after being misled by the website that the item is in stock and will ship in 48 hours (per By the Sword's website guidelines)...and then just happens to find out that the item is out of stock only after having to call five days later to inquire on its status because no communication has been received from the company...Essentially, money was taken by a company that never intended to fulfill the order. Upon inquiring, and discovering this misleading situation, the customer cannot then be forced into accepting an exchange (from an "inventory of 43000 items" that may or may not be in stock?) or be left with only a partial refund (then subsequent yelling, disrespect, repeated condescension...) - this is alarming on so many levels. No person in their right mind would proceed with another order from a company that misleads its customers, is verbally combative when questions are posed, and then concludes their responses with bizarre statements such as "You might want to reconsider..." 

  
  8. I continue to request a full refund, which would amount to $3.82, for the entire amount of money that I paid for the order that was never to be fulfilled.
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 11/08/2023

  Dear Better Business Bureau,
  We will address the complaints from this customer by each section.
  1. There was a note in the customer’s account that they cannot see, stating that the item had been sold
  out (at our store) and discontinued by the manufacturer. The last one had already been sold to a prior
  customer. These notes are so the customer service operator will know what is happening with an order.
  The customer ordered on Saturday night, outside of business hours. They called on Tuesday morning
  and we had only been open a few hours. We are here Monday-Friday 9AM to 5PM eastern standard
  time. We are sorry we did not reach out to them on Monday, but as always, Monday is crazy busy since
  we are not open on Saturday and Sunday and it was during October. Halloween is one of our busiest
  seasons.
  2. There is not, nor ever has been a statement on our site that says multiple operators are available. I
  have listened to the tape; the customer asked three times to talk to someone else and was told three
  times that calls cannot be transferred. How we answer our calls is our business and again the customer
  should not be telling us how to run ours.
  3. All calls can be recorded and are not illegal unless they are used against you. They are used for
  training only. Again, not illegal.
  4. The customer is correct the notes on the refund should have said “Customer Called” and not
  customer emailed. Our notes have been corrected.
  5. The Representative on the phone never raised her voice while communicating with the customer and
  told them that they were not listening to her. She gave the customer a refund within one minute of the
  call and they were sent a receipt from us and PayPal.
  6. In this complaint we have included a picture of our terms and conditions all customers have to agree
  to before check out. It clearly states that “Cancellation of an order before it has been shipped will incur
  a 4% cancellation fee.”
  7. Again, we will attempt to explain. Due to the special nature of our products, our website never lists
  stock availability whatsoever. 90% of our products are handmade or custom made, and all are only
  produced in very small quantities from many suppliers around the world. Our help sections suggest that
  customers contact us to check on stock before placing an order.
  The customer paid by PayPal. PayPal (and credit card companies) no longer refund their fees for any
  transaction even if it the transaction is not completed (ie. Canceled). This occurred during the pandemic,
  and we are no longer able to absorb these costs, so we are forced to charge a 4% fee for any order that
  is canceled or voided. As such we were only able to refund the amount that we got back from PayPal.
  PayPal has the customer’s $3.82 not us.
  Many companies now charge an upfront fee for the privilege of paying with a credit card or PayPal. We
  do not do this. We only charge if an order is not completed.
  8. Unfortunately we feel we are unable to refund these fees as this would not be fair to our customers
  who understand and abide by our terms and conditions. We are including a copy of this PayPal
  transaction which shows the $3.82 fees that PayPal kept.

  Customer Answer

  Date: 11/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  By the Sword has presented additional inaccuracies, blameshifts and mistruths, which I will address individually.
  1. In their response, By the Sword states I called on Tuesday. Inaccurate. I called Wednesday at 11:21am, EST, which is a typical time for a business to be open, and no one answered. An answering machine picked up that didn't give the business's name, but I optimistically left a message, thinking someone would call me back, but was generally uncomfortable with the fact that the message didn't give a business's name. I attempted again at 12:03 pm, and someone answered. At this point it had been five days since I had placed my order. The website states orders ship within 48 hours. (screenshot attached) Obviously, this is untrue. Excuses about it being a "busy day" or a "busy season" as the reason for not contacting a customer to tell them their item is out of stock and discontinued (as I learned in the most recent response from By the Sword) are invalid and unprofessional. As reflected in the FAQs on the website, orders are to ship within 48 hours.  (screenshot attached) 
  If an item is not in stock, a customer should not be charged for it and should be provided a full refund. This is a very simple ethical business practice. Thus, failing to indicate whether items are in stock or not, but accepting full payment for the items is fundamentally misleading to customers - a customer will pay for an item they want if it is listed as in stock on the website, which is precisely what I did...except I didn't know this was inaccurate and that I'd been misled until it was too late. This is a significant misleading and unethical practice by By the Sword. Customers shouldn't have to "call first" to verify that an item listed as in stock is such before making an order. This is setting customers up for experiences such as mine, which is an abysmal business practice, but certainly guarantees that By the Sword makes some profit by keeping a portion of a paid order even if they never intended to fulfill the order. 4% over time on canceled orders sure adds up, I am sure. This is alarming.

  
  2. By the Sword continues to blameshift and provide different reasons for their failure to provide a full refund. They continue to blame Paypal, and this time around even blamed the pandemic, when in fact they are blaming a customer for canceling an order they had no intent of fulfilling given that the item was never actually in stock...they just hadn't bothered to notify customers and update their site. Instead, they continued to take payment for items that weren't in stock, then refused to refund the full amount after having misled their customers. Again, very alarming. Essentially, customers will place orders for items that continue to be listed as in stock, only to find out days later (after calling in on their own) to be told that they can either accept an exchange or they will be charged a fee. See the issue here? Baiting customers into making full payment, then trapping them with an unethical policy where depending on the excuse either the pandemic or Paypal will be cited as the reason, or perhaps even By the Sword will share that they in fact charge the fee...Customers are being fundamentally misled from the outset with this company. Any customer who has been told their order will not be fulfilled, and in fact would never have been fulfilled from the moment they paid for it, has the right to cancel an order and receive a full refund. Again, this is a common ethical business practice...don't take payment for items that won't be provided to the customer. Pretty simple. 
  Misinformation and a variety of excuses continue from By the Sword, and this time the pandemic is cited as the excuse...  First, By the Sword has blamed Paypal, stating they charge a fee and so By the Sword won't refund it to its customers... Now in this most recent reponse they state that they themselves have been forced to charge a fee due to the pandemic? (I think we're past using the pandemic as an excuse...) Third, they blame me as a customer for canceling an order that was never going to be fulfilled in the first place. See the problem here? Each time a question is asked of By the Sword regarding the fact that they take money for items that are not in stock, a different reason/answer is provided. Three different reasons for misleading customers. Pretty alarming. The responses to a very simple issue just continue to morph into further excuses, blameshifting, and general poor business practices...
  
  3. By the Sword continues to claim that there is no statement on their site indicating multiple operators available. It is clearly stated that multiple operators are available to help in the FAQ portion of their site. (Screenshot attached.) So, where are these operators? It seems highly improbable that one person handles the entire customer service department...and that no one else was available for my call to be transferred to. Instead, the customer service rep chose to continue bullying and refusing to transfer. I am sure there were other people that could have assisted, but she blocked my requests. Truly bizarre and alarming. Further, a customer asking for a supervisor is entirely appropriate when they are being treated poorly, being told, "You're not understanding!" "You just don't like what you're hearing! "I hear this all day!" by a combative customer service representative. Again, poor behavior, poor business practice. Customers have the right to express their concern about unethical business practices. Hence, this complaint and the multitude of others by other customers mistreated by By the Sword. Statements in the By the Sword response such as, "How we answer our calls is our business and again the customer should not be telling us how to run ours," are blatantly defensive, combative, and again offers a glimpse into how customers are treated when they ask questions and express concerns about misleading information, ill treatment, and unfulfilled orders. The responses I have received from By the Sword are just further indication of how things go when customers point out glaring issues in the way this company does business.

  
  4. Again, Federal law requires that customers be notified if calls are recorded. This is pretty much just common sense...any human being who has ever called a business is accustomed to hearing a recording indicating calls are recorded...it is just a normal thing. And yet no recording exists when you call By the Sword, and By the Sword has clearly stated they record all their calls without informing their customers... So, yeah, pretty alarming. In this recent response they state they record calls for "training" ...and yet they only have one customer service representative? Truly odd. Yet another example of blameshifting, misinformation and how any sort of question gets a different response when posed.
  There is not much more to say here. Yet another alarming aspect of this whole experience, but oddly not surprising to me at this point given my experience with this company.

  
  5. The representative did in fact raise her voice, was sarcastic, and combative, from the moment I began asking for clarification about why I wouldn't receive a refund for an order that By the Sword never intended to fulfill. She repeatedly said, "I hear this all day," "You just don't like what you're hearing!" "No, you're not understanding!" as I asked for clarification, asked to speak to a supervisor, expressed concern about her tone, and repeatedly asked to speak to someone else... Again, for a website that clearly states "many operators are available," (Screenshot attached)...where are they, exactly, when customers are being treated this poorly? 

  
  6. By the Sword states the order was canceled before it shipped. Well, yes, because logically it never was going to be shipped...except that I was misled into believeing it was in stock per its status on the site, my full payment was taken, and then five days later I was informed of this. Thus, it never would have been shipped as they now have said it was discontinued...thus...making the logical conclusion that it was never going to be fulfilled in the first place... according to the most recent response by By the Sword. Logically, if a customer is told their order will never be shipped, they would cancel it. Logically, a full refund is due. 
  This is not simply a matter of a customer changing their mind. The item I ordered was out of stock, and now I have learned, in fact discontinued...and yet I was told I had to accept an exchange or a partial refund...and was penalized for canceling an order for an item that would never have been fulfilled from the very moment my payment was taken. This is fundamentally not right. This is a situation where a customer was misled, paid in full, then later informed that their item would never have been shipped in the first place, but they will be charged for canceling it. See the issue here? Again, alarming, misleading, baiting of customers. It is unfortunate that By the Sword operates by taking money for orders containing items that may or may not be in stock, may or may not have ever been shipped out, then traps its customers by telling them they'll only receive a partial refund if they cancel. They're blaming customers for canceling orders when they aren't honoring the transaction itself. If customers are being misled from the very beginning, there is little chance of them being able to sort it out without suddenly being told about a "partial refund policy", only after they've paid in full, received no communication about their order, are concerned that they've received no shipping alert in accordance with the guidelines on the site (Screenshot attached), and are left to deal with a single combative customer service representative. 

  
  7. By the Sword stated in their last response that they don't have the $3.82, and yet they state in this reponse that they charged the fee of $3.82...and are unwilling to refund it to me because it "wouldn't be fair to customers who understand and abide by the terms and conditions..."  Those are two very different things. Each response contains a slight variation on the answer they've given before...blameshifting...so unfortunate and unprofessional. 
  Ethically, if a business has failed to provide an item that a customer has been paid for in full, businesses refund the full amount, they don't pick and choose who they provide full refunds to when they are at fault...then insult their customers saying they "don't understand." This is alarming on so many levels. When I initially called in, one of the things the customer service rep yelled at me was "We don't have it! Why would we give you more than what we got for your order?" That statement remains very bizarre for many reasons, and again, combative and disrespectful, but it seems to link to what has been said here by By the Sword. They charged the fee, but are punishing a customer who requested a full refund and pointed out the misleading nature of the website, requested additional support by asking to speak to a supervisor, and sought clarification for being misled from the very beginning. Again, very disturbing.

  
  8. I continue to request a full refund, which would amount to $3.82. My experience is reflected in a multitude of poor reviews on Yelp, Google, and the Better Business Bureau. You've misled and mistreated yet another customer here. This is an opportunity to do the right thing and get your reputation back on track. The wheels have really fallen off the wagon here with how you are treating customers and responding to their concerns and questions. And yes, customers have the right to point out concerns, express them, and ask for an appropriate response. Businesses that care apologize for their mistakes, and do anything they can to make things right with their customers. Don't continue to treat customers so poorly, insult and fail them. Do better. 
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 11/24/2023

  Here are the facts.
  You placed an order online and agreed to our terms and conditions
  at checkout.
  You did admit that you did not read them and said, "No
  one ever reads them."
  You call to check on your order and given three options, store
  Credit, change to something else or cancel the order.
  You chose to cancel the order and we did just that, minus
  the PayPal fees per our terms and conditions.
  You fail to acknowledge that you have been given a receipt
  from PayPal showing what fee PayPal took out in this complaint.
  You fail to acknowledge that you have been given a
  screenshot showing our terms and conditions in the complaint.
  This has been going on long enough and enough has been explained. 
  We have been in business for 28 years and one thing we have
  learned is that you cannot please everyone.
  You need to accept the responsibility for your choices.

  Customer Answer

  Date: 12/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  1. I continue to be met with bullying and rudeness, which is just embarrassing for your company, By the Sword, and truly a reflection of a reputation I would think you would want to start repairing at this point, but here we are. Bullying and rudeness do not work here, By the Sword. I have attached the receipts that I received, one from Paypal and one from your company. Neither indicates a Paypal fee. Thus, the information you have presented is inaccurate and I remain entitled to a full refund. That would amount to the remaining $3.82 which you retained when the order that would never have been shipped as you have now stated in your second response as the item was discontinued. I do not accept a receipt that you have created after the fact. That is a huge red flag.

  
  2. You did not respond to the inaccuracies you presented in your second response so I will restate them here. You stated I called on Tuesday. Incorrect. I called on Wednesday having waited five days since placing my order and having received no communication that the item had shipped. Per the attached screenshot of your FAQs which clearly state that items in stock ship within 48 hours, this is yet another glaring discrepancy in what you tell customers and what you actually do when it comes to their orders. 

  
  3. You stated that nowhere on your site does it state that multiple operators are available to answer questions. It is clearly stated in your FAQs. Screenshot attached. Thus, when a customer calls in, is treated poorly and given misinformation, prompting a request to speak to a supervisor, standard ethical business practices would prompt a transfer to a supervisor. It is a huge red flag to consumers that the customer service representative at By the Sword (who said she was the only person who answered the phones???) is blocking requests by customers to speak to supervisors...truly disturbing. Further disturbing that she hung up on me, but this behavior is reflected in repeated complaints from other customers who have also been treated this way. This is just how By the Sword does business. They list items as in stock when the items may in fact be out of stock, take full payment for these items, fail to inform customers of whether items are in fact in stock and failing to adhere to promised shipping policies, prompting customers to have to reach out on their own to inquire, then provide multiple reasons for retaining a portion of the purchase price if a customer chooses to cancel an order for an item that would never have been shipped to them given that it was out of stock. All the while, retaining the full purchase amount the customer paid. Huge red flag.
  I have so far received four different reasons from By the Sword for why the fee was charged. 1) My choice to use Paypal (first response to this complaint) 2) Paypal itself (on the phone and in the first response to this complaint) (also, embedded in some part of the yelling from the customer service rep was about how they've stopped using Paypal with their other companies...) 3) the pandemic (listed in the second response to this complaint, and I have to say this excuse was really an odd one...) 4) By the Sword itself in fact charges the fee...(stated in the second response to this complaint).   
  Lots of smoke and mirrors here. Big red flags for consumers.

  
  4. You stated I was given the option for store credit. Untrue. I was not. I was told I could do an exchange or I could cancel, but would receive only a partial refund. I remember finding that part about a partial refund very alarming...especialy since the customer service rep said it so quickly...she sort of slipped it into the response she gave...saying that I agreed to a partial refund in the terms and conditions when you paid..." Except that I didn't agree to that. Nowhere in the terms and conditions is it stated that Paypal orders are subject to a 4% fee. Thus, this is also inaccurate. 

  
  5. In the middle of my payment, a strange box popped up full of small font that said something about how chalices and wigs couldn't be returned. I honestly didn't know what I was looking at, so I clicked out of it, comfortable with the fact that I was purchasing neither a wig nor a chalice... It certainly did not look like "terms and conditions." It looked like some odd pop up ad or attempt to get a customer to add on to their order. As a customer pretty attuned to pop up ads and add ons, I clicked out of it, it was too strange. I now see that you hide the information about canceling orders at the very bottom of the terms and conditions, so a customer has to truly sift through the information about chalices and wigs being non returnable in order to see the full picture of how By the Sword does business. That is just plain shady. Not much more to say there. 

  
  6. It is fundamentally unethical to list items as in stock, accept full payment for these items, promise to ship within 48 hours, then fail to inform customers that items are out of stock, charge them a fee for canceling, and bully them all along the way.  This is not an instance where a customer canceled and order for an item that was in stock, and the customer changed their mind, for example. This is an instance where my order would never have been completed. As you have clearly stated in your second response to this complaint, the item I ordered was not only out of stock (as you stated in your initial response) but discontinued. That invalidates the order and ethically, a full refund is due. 

  
  7. I see now that you have changed your terms and conditions from the terms and conditions that were in place when I originally placed my order and filed the complaint, and those terms and conditions that you originally attached to your response to this complaint. You now have included the phrase "for any reason" referring to canceled orders incurring a fee. This is obviously a change you have made given my complaint and likely that of other customers and this was not in place at the time of my order.

  Thus, the full refund amount applies to my order. Screenshot 149 is the terms and conditions you have changed. Screenshot 150 is the original terms and conditions that you attached in your initial response to my complaint here. 

  
  A full refund, which would be the remaining amount of $3.82, is due to me from By the Sword.
  
  
  
  Sincerely,
  
  
  
  *** *******