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:08/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  order on 7/24 $324.62 paid to the company order # ******* They provided 2/3 of our order. They shipped them in 3 different boxes. 1 box is missing. when we called the company they claimed we entered the address wrong. That is not the case or we would not have received the other 2 boxes from this order with the correct address on the label. We only checked out 1 time so the address would be the same on all 3 boxes. whoever shipped the order must have put the wrong shipping label on the box. They are refusing to reship without charging again for the product and shipping. They are also refusing to credit. I either want my package or want me refund. At this point I would rather take my business elsewhere so it would be nice if they would refund me my product and my shipping since I never received it! The business has not tried at all to resolve this! They just want us to order again so they can charge us again.

  

  Business Response

  Date: 08/03/2023

  Sorry for the confused.
  This order was shipped complete as per ordered to the address customer entered.As per declared in order receipt, items shipped from different warehouses, and would arrive separately in different packages.
  There were 38 hats been ordered, and shipped in three boxes. (one for 22 hats via **** one for 15 hats via **** and one for **** via ***** ) It turns out that the shipping address customer entered is incorrect(the city missing a letter r and the zip code also have a wrong digit; Attached is the order receipt showing the address entered, capture of address ****** result and **** zip code search result); Shipping label was printed batch from our system, we do not copy them manually.
  The two *** boxes successfully delivered(37 hats in total) just because *** corrected the address and billed us the address correction fee $20 for each box. The only item didnt arrive was shipped by *****  As per tracking info., it is now returning to sender. We usually refund item price only when item back to us.
  For this order, we will refund one hat +partial shipping fee first as an one-time gesture of good will. Refund will be done within 3 business days.

  Customer Answer

  Date: 08/03/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

   

  They charged us $37 in shipping total. That averages over $10 per box. They did not get me my hat that they charged me for plus over $10 in shipping.  We have an online acct with them and the online account still shows the correct address. They owe me my product cost and shipping. I uploaded my account settings above. 

   

  

  Business Response

  Date: 08/07/2023

  There were 38 hats been ordered, and only 1 hat didnt arrive. It was shipped via **** in a small parcel. This shipping fee for this item is a small percentage in total. Refund was done for this one hat, attached is the refund proof and refund details.
  Actually, customer can modify the shipping address online for their address book anytime, but once order had been submitted and shipped out, we unable to change the history order shipping address.  Address correction fee or returned shipping fee will incurred. Besides, the screen shot provided still shows incorrect address(the city missing letter "r").
  We have covered the *** address correction fee $20 for the two delivered boxes and also covered the **** return shipping fee for the one returned box. Refund was done, please kindly check.

• Initial Complaint

  Date:05/25/2023

  Type:Delivery 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 ordered something they say was in stock and it was not. Told me it would be a couple of weeks time passed and when the date came up they said it will be a few more weeks. All along they charged my credit card day one and its been over a month and still nothing. All other companies charge card when its time to ship. Will not order from them again. Still waiting for my item!

  

  Business Response

  Date: 06/02/2023

  ******** confirmed willing to wait for back order items, so we had to charge the payment first as the CC authorization would going to expire. We have cancelled the order and full refund as per request since customer change mind.

  Attached is the refund proof.
  

  Customer Answer

  Date: 06/03/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *******

   

   

• Initial Complaint

  Date:05/14/2023

  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.

  Open tip did not have in stock 2 steam valves *****$Order #****** The money was removed from my account Open tip claims by writing cancelled on my order The matter was solved But I have never received refund of ***** $ Money taken feb 21 2023 This istheft

  

  Business Response

  Date: 05/14/2023

  I am sorry that the item was out of stock when you place this order. It is only an authorization but not a real charge. When we canceled this order, the authorization was voided at the same time. Please find the proof attached. We didn't charge your card and no funds can be refunded. Please double check with your issue bank. Thank you.

   

  ******

• Initial Complaint

  Date:02/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising Purchased a globe for my ******* lantern. The website listed it as fitting my lantern. However, this is not the correct globe for my lantern. They would not take a return. Would not issue a refund. It's not a lot of money, however I did think their customer service was absolutely terrible

  

  Business Response

  Date: 02/07/2023

  I am sorry for the inconveniences it may cause. The item was shipped from our vendor directly and they confirmed that the item you ordered is the correct size for lantern 288A and it is the only size. Since the item does not fit your lantern and the vendor could not find out a reason, we will remove this item from our website to avoid such misleading.
  In order to keep a happy customer, we've full refunded this order to you although it is non-returnable. Please find the proof of refund attached. You do not need to return the item.
  Thank you for your understanding.

• Initial Complaint

  Date:10/06/2022

  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.

  These people took my money and I didn't receive product or a refund and they barely respond to emails with no contact information. I even offered for them to send out another product and the answer was to me to repurchase the product again. Like are you serious I already lost ******$ you think I have other ******$ just to give away!!! They treat they customers like trash. Now I just want my ****** back asap

  

  Business Response

  Date: 10/14/2022

  This order had been shipped and delivered to customers address via *** with tr# 1Z9E63800302763865 Delivered On
  Thursday, September 29 at 2:29 P.M. at Front Door . Attached is the delivery proof.
  
  If it was lost after delivery, refund will be processed once *** approve the claim. We have started an investigation with *** on behalf of this customer and it normally takes **** business days to resolve.
  Please kindly note that we have to wait until the investigation is complete before refund be issued, because sometimes *** may located it and re-delivery. Thanks.

  Customer Answer

  Date: 10/14/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******