ComplaintsforDisplays2go

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased on 2/2 for 6 total pieces of furniture (4 medium pieces and 2 large pieces).The 6 boxes arrived on 2/5.I opened the boxes on 2/6 evening to try and put the furniture together. The screws were not tightening and the locks were not locking + I saw damage on many of the pieces of furniture.On 2/7 I contacted Displays2Go for a refund via their chat on their website which I provided photos at that time. I have screenshots of customer service telling me to discard the furniture and they would provide a full refund. On 2/7 I receive an email asking if I want a full refund or a 30% off to keep units as is. I emailed back stating I want a full refund. ******** services wanted me to open all boxes to ensure all units had the same issues. I did this and provides over 10 photos plus 1 video sharing how none of them are functioning and many were damaged. They shared they want the units back and they would provide shipping labels. They sent only 2/6 labels which I had to call back to get all 6. This resolution was after 7 emails and 3 phone calls made to get to this resolution.Displays2go supposedly set up a pick up for 2/12 from 8a-5p. ***** never showed. I had to have my husband drive back and forth 20 min to bring these 6 heavy boxes outside then inside on Monday. I called on 2/12 they rescheduled a pickup for 2/13/2024 from 7a-1p. My husband had to drive another 20 min on this morning to bring the boxes outside. Pickup never happened. I called Displays2go and they were going to contact ***** and call me back. Instead of calling me back they emailed me stating this was never initially scheduled and now will have a pickup of tomorrow 2/13, therefore my husband needing to drive another 40 min (total) to bring them in and out again. Displays2go will also not refund me until they received their items back which I cannot wait for. I need a refund immediately as well as these 6 boxes picked up as this was a manufacturer issue.

  Customer response

  02/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a kiosk from Displays 2 Go on August 21st 2023 for an upcoming tradeshow mid September. When we were at our tradeshow, we noticed the kiosk was running extremely slow, causing frustration for potential customers demoing our platform. Upon digging into updating the kiosk, we discovered that the latest update was in 2016. It will not update any further. We purchased this in September of 2023, so the kiosk's software is outdated by 6 years, without the ability to update. Upon reaching out to Displays2Go, they insisted that there was nothing wrong with the product and that the outdated operating system was more than sufficient to operate websites. Only a few months later, they clearanced out these units at half price and released a new version with the updated software. It is very telling there was a known issue with the age of these units that was not properly disclosed. Digging further, I have discovered they were manipulating reviews on their website. I myself still cannot leave a review regarding this kiosk. They were also hiding negative reviews and only displaying the positive ones for their products. Should buyers been able to read accurate and transparent reviews, we would have avoided purchasing this unit. I am seeking an exchange for the new unit with updated firmware, or a full refund.

  

  Business response

  01/25/2024

  We have been in touch with Mr. **** regarding his purchase and asked for videos and instruction of his personal software being used.  The reason for the slowness has been investigated and determined to be related to the internet connection at the location where the unit is being used.  We've tested an identical unit with the same software as Mr. **** and the unit is functioning as intended.  The kiosk is not outdated.   As with all operating systems, there are newer versions that are created over time for our digital displays. 

  Mr. **** did have a problem updating his online review and that was determined to be an error in our deployment to our web code in our system that has since been corrected.  We do not intentionally hide any reviews. 

   We continue to work with Mr. **** to make sure he has a functioning unit for his upcoming tradeshows.

  Customer response

  01/29/2024

  Better Business Bureau:
  

  The company has taken care of the issue, I would like to withdraw my complaint. 

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********

• Initial Complaint

  08/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company refuses to delete account.They leave the accounts open and inactive indefinitely.Accounts should be able to be deleted for safety and privacy.

  Customer response

  09/15/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  09/22/2023

  We will reach out to ************ so that she can verify her identity before we make any changes in our system.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the monitor mounts on November 30, 2022, order number #WEB102977200 for $1,462.94.I called their customer serviced and mentioned that I purchased the wrong mounts (portrait) and requested to exchange for (landscape) mounts. I told them that I did not have the original packaging.They advised me to incur the cost of the packaging and return shipping and to return the mounts as long as it was within the 60 day return policy. I was also advised to make a new purchase for the replacement mounts. I made another purchase for the replacement mounts on December 29, 2022, order number #WEB102985037 for $1,460.85.I paid for the packaging and return shipping to return the replacement mounts. The ***** tracking numbers are attached and confirm that the return package was delivered on January 23, 2023. I waited over 30 days for the return credit. When I did not see that this happened, I contacted Displays2go to inquire about my refund.The representative advised me that they would not accept the return and unable to refund me. I have now paid $1,462.94 with no product or refund.

  

  Business response

  03/09/2023

  We apologize for the confusion on our part with this order and will be issuing your refund immediately.

  Customer response

  03/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As of 3/10/23, Displays2go has made no attempt to contact me regarding this matter and no refund has been processed. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Narin

   

   

  

  Business response

  03/20/2023

  We issued a credit in the amount of $1462.93 on 3/9/2023 to credit card used to pay for initial order.  We will contact you today to verify this information as your credit card bank should have this credit, but depending on your billing cycle, it may not appear on your statement until the following pay period.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sold us defective parts and refuse to send us the replacement, we have been waiting 3 weeks for a replacement and the company has not helped in this regard. We would like to have a full Refund of the Display itmes that we have purchased. We can not use them.. there is a defective part. Our church is ***************************.

  

  Business response

  06/14/2022

  We sent out a replacement order on Monday, May 23, 2022.  (Order Number SPL0077066).  The order is still in transit with ****** tracking number 273532361950.  ***** has made 3 attempts at delivery.  The updated delivery date is Wednesday, June 15, 2022 by end of day, estimated between 10:50am-3:30pm.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a podium and a additional shelf on April 29, 2022 in the total amount of $1,594.28. It is order #WEB102898504. When we opened the box it was discovered the podium was damaged and the "custom" work, which is merely a vinyl decal, is off centered and crooked. it's also peeling off. I contacted the company and they told me they would send me some new screws to fix it. I am not sure new screws will fix it, nor is it my duty to repair the damage. They then requested I send a video of the issue, which I did. They followed up and contacted my office and talked to my office manager as I was out. The best they told her they could do was refund us 10% of the purchase product, but that we would have to keep the product. We desire to return the damaged product and receive a full refund.

  

  Business response

  06/01/2022

  We apologize for this oversight and have processed a refund in full for the item.

  Customer response

  06/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  09/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 30 frames on 8/26/21. Charges of $595.75 posted to my account on 8/30/21. I checked my account a week later & noticed I had been charged $595.75 again on 9/6/21. I reached out to the company yesterday & they said they informed their accounting ************** should hear back in ***** hours. Today I finally received my order from ****** I discovered I only received 28 out of the 30 frames ordered. I reach out once again to the company. I was on hold for a long period of time so I opted to receive a call back when a representative was available. I received a call back an hour later only to get an automated message saying there are no available representatives at this time. I then initiated a live chat on the company website with a rep. I explained once again I was charged twice for a recent ********* was also missing 2 frames from the order as well. They said they would mail out the 2 frames. I was also asked for proof of the 2 charges & I would hear back in ***** hours.

  

  Business response

  09/10/2021

  Our accounting department processed a refund today in the amount of $595.75. The overcharge was due to a system error that has since been corrected.  We have a receipt that will be emailed to you for your records.  A replacement order was processed for the 2 frames and that will be arriving by Wednesday, September 15, 2021 per the shipping carrier.  Tracking number will be emailed with the receipt.  It looks like when we called you back initially from your callback request, there was no answer, so our representative ended the call, but it continued to ring to you and when you answered, the call was already disconnected, which is why you heard the message that there were no representatives available.  We are looking into this situation with our phone provider.

• Initial Complaint

  07/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order in Canadian funds for a shipment and agreed to pay for the fastest possible shipping (2-day shipping). My credit card was charged in American funds, which lead to an overpayment of $722.34. Further, although I paid $739.65 CAD for 2-day shipping, it was sent Ground shipping, which takes 7+ days. I was quoted substantially less money for Ground, around $250. I was overcharged in total by +/- $1,211.99 (CAD), including the difference between 2-day shipping and Ground shipping.I called Displays2Go on July 9, no one answered. I called 2nd time July 12th, spoke to an ****** who acknowledged the currency error and promised a call from a supervisor in 24hrs. This did not happen. I called a 3rd time July 14, was told there were no notes on my file and I needed to speak to a supervisor. They put me on hold for 30 minutes then my call was disconnected.This is unacceptable and I am seeking an immediate refund of this overcharge.

  

  Business response

  07/16/2021

  We're sorry to hear of the issues you've been having with the processing of your order and apologize for how it was handled by our team.  One of our supervisors tried to reach out but reached voicemail.  A credit was issued yesterday and receipt will be emailed shortly for documentation.  

  Customer response

  07/16/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate the response, however I am also looking for concrete timelines on when I can expect a resolution. Specifically:

  1. By what date can I expect the receipt emailed to me confirming the refund amount? It has not arrived yet.

  2. By what date can I expect the refund on my credit card?

  3. It is my position that I will not pay any interest on my credit card on the over-charge amount that Displays2Go took off my credit card in error. If the refund is issued promptly this will not be an issue. If the refund is not issued promptly, please confirm in writing that Displays2Go will indemnify me for any interest charged on my credit card as a result of your error and subsequent failure to issue the refund in a timely manner.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  07/19/2021

  *******, the refund of $996.47 was posted to your Mastercard on 7/16/2021.  The confirmation of the credit was emailed to you on 7/16/2021 at 11:11am.  As far as when the credit will appear on your credit card, you would need to check with your bank as we do not control how long it will take them to post to your account,  but the refund was processed on our end as stated on 7/16/2021.  As your order was placed on 7/7/2021 and the refund posted on 7/16/2021 and that is a time span of 9 days, there should be no interest charged by your bank, but if you run into any issues, just provide us with documentation of interest charged and we will address.

  Customer response

  07/19/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** subject to the understandings below: I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  -I confirm my understanding that the refund in cash was sent back to my bank on 7/16/2021 by Displays2Go and I will see the refund no later than 9 business days from same

  -I confirm my understanding that "if you run into any issues [re: interest being charged on the overage amount], just provide us with documentation of interest charged and we will address" is a representation by Displays2Go that they will indemnify me in full for any interest charged on my credit card on the overage amount as a result of their error.

  If either of the above confirmations are disputed by Displays2Go then this complaint is not resolved and will be reopened again.
  

  
  Regards,
  
  ***************************

*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. ↩