ComplaintsforShopHQ

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a long time customer of ShopHQ, i have spent thousands of dollars there in just the last 6 or 7 months. This ShopHQ VIP program you guys are running is misleading and basically false advertising. from my understanding you are having clarus commerce help with the VIP program. as you know the program offers 5% cash back for purchases from shophq, plus shipping refunds for shipping fees and even return shipping refunds. I was watching the shophq TV show the other night and the host kept mentioning how if you sign up for VIP, you get free shipping and 5% cash back. I have not received my 5% cash back or shipping refunds for many thousands of dollars of purchases. I am sure you can view my order history and see everything I have purchased. Back around November 2022, your shophq VIP people told me that because I spent a large dollar amount on watches, they personally feel I could be buying watches for non personal usage, so they refused to pay out over $1000 of approved cash back claims and removed me from the program. Purely based on their own hunch, and their employees personal opinions, they basically made this excuse of "Well our employees feel since you bought so many watches you're buying for non personal usage". So I have not received my 5% cash back or shipping refunds going all the way back to november 2022 with you guys. This has wasted immense amounts of my time online shopping, filing and submitting cash back claims and order confirmation emails/receipts, and it's also false advertising and a bait and switch. As you see in November 2022 I spent probably $300+ in shipping/handling costs on your website, which I did so because your VIP people were claiming those shipping/handling fees would be refunded at the end of the month and paid back to me. So the VIP program you have is getting people to waste their time placing online orders/cash back claims, and also tricking them into paying significant shipping charges. You need to drop clarus entirely.

  

  Business response

  04/03/2023

  Please see attached. 

  Customer response

  04/11/2023

   I am rejecting this response because:
  
  Clarus refunded my memebrship fee back in dec 2022 or january but never issued any outstanding rebates. They looked for fraudulent excuses. They states things like since I bought so many watches they suspect I could be buying for non personal usage.  Its false advertising to have shophq hosts on live national tv saying sign up for VIP program and get 5% cash back and free shipping but then make excuses like this to refuse to refund shipping fees after someone spends hundreds on shipping fees. November and december 2022, i was an active VIP member and constantly reminded i would havs shipping charges refunded and 5% cash back given.  This information made me comfortable spending hundreds of dollars on shipping fees and spending more on watches since i would also get 5% cash back.  Then 30 days after i already paid for shipping fees etc they make excuses to pay out the claims and instead offer to refund the membership fee because they didnt want to pay the claim. Shophq is a 30 day return policy and it takes abojt 30 days to approve and review claims. Clarus approved claims at first then kept dragging the process out for many weeks to where it was beyond 30 days since i had already paid for the shipping charges. Their excuse of me buying watches for non personal usage is totally defamatory considering i still have all the watches I purchased from last year and this year.  You cannot tell someone they will gef shipping refunded, get them to spend hundreds on shipping fees then 30 days later make excuses to pay out the claim after they already spent money on the shipping fees.  Their employees aren’t familiar with watch collectors who spend a lot on invicta watches, just using their personal subjective and flawed opinions on what they personally feel is spending “too much” on watches so they can falsely refuse to pay out perfectly valid claims

  

  Business response

  04/17/2023

  Please attached above.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Medic Therapeutics Special Edition Elite Folding Treadmill w/Bluetooth online on June 6, 2022, and paid in full in the amount of $745.01. It was promised to be delivered to me by June 21st. I waited three weeks and no treadmill. I called about it requesting another treadmill or a possible refund. They said I had to file a claim. I also contacted Federal Express. The item had been shipped to *********, PA, but never left there. The man at Federal Express said that HQ needed to file a Lost Package Claim. In the meantime I heard from HQ. They emailed me a claim form with all of the information on July 15th. I printed the claim form and then accidentally deleted the email with all of the fax or mail information. I have been trying to contact them since July 18th to get the fax number for the **************************************** of **** Prevention and to this date I still don't have it. When you call their number ************** the mailbox is full. This is my first time dealing with HQ and I'm very disappointed. I have been ordering online for many years and never had any problems and even if I did, they took care of it immediately. My original order number is #*********. My tracking number is #************. My claim number is #********. I'm sorry but I don't know how to upload documents. I have my printed receipt from the original order and also my credit card statement with the charge on it. Please contact me if you need any additional information.

  

  Business response

  08/08/2022

  We spoke with the customer on 8/5/2022 and advised that she had been refunded in full for the item on 8/5/2022 in the amount of $745.01. The refund can take 3-5 business days to show up on her original method of payment. 

  Customer response

  08/09/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩