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:02/16/2024

  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.

  I placed an order in NOV 2023, it's February 16, 2024....I have not received my order, and no one will return my phone calls that I have been making for weeks. Today, 02/16/24, they emailed a tracking number, I called the shipping company and they said they don't have an order from Garage Organization under our name, address or order number. Also, questionable reviews are TAKEN DOWN/BLOCKED from all social media and their website. Consumers really need to be aware!

  Business Response

  Date: 02/16/2024

  The customer is nothing short of a scathing liar. Yes, the customer did place an order on November 30th (Order ******** for a Red garage Cabinet System, and his order confirmation clearly states that his order would ship within 6-8 weeks. Every one of the customer's and his wife's phone calls were promptly responded to. On January 18th the customer called us and requested to change the color of his cabinets from Red to Grey. He was told that this may cause an additional slight delay and that shipping may take roughly 3-4 weeks.
  
  If the customer had not wanted to wait he could have easily requested to cancel his order at any given time. The customer's credit card WAS NOT charged until the customer's order shipped. Kimberly, our customer service manager, spoke to ***** (the customer) last week and told him that his order would ship by the end of this week (February 16th) - he was fine with this - otherwise again - he could have asked to cancel the order. The customer's order shipped on Thursday February 15th and tracking information was emailed to the customer on February 16th at 11:42am. The customer called yet again asking for order status at 3:22pm - Kimberly told the customer his order had shipped. He stated that he no longer wanted the order, was going to refuse delivery, that he's made other arrangements and that he was going to dispute the credit card charge. The customer then proceeded to hang up on Kimberly.
  
  I instructed Kimberly to contact the vendor and the carrier and to have the shipment reverted and returned back to us due to the customer's threats and indication that he would be filing a credit card dispute / chargeback. If a customer has no intention of paying for goods shipped we have no intention of delivering those goods to him. The customer and his wife then proceeded to go online (******** and *********) and started going through each and every post on our pages and leaving distasteful and scathing comments complaining that they had not received their order - yes - that is correct - if a customer makes threats, files credit card disputes, changes his order color etc etc we are not inclined doing business with that customer. We are talking about 10-15 comments left within minutes on our social page accounts. We proceeded to block their accounts, report both of them to ******** and ********* and remove their comments since neither of these platforms are the appropriate forum to leave such vile comments.
  
  Kimberly had sent them an email to refrain from using such behavior otherwise we will seek further action - we deem this as harassment which is criminal conduct especially when being asked to stop such behavior. If the customer continues to badger us we will seek legal action. Again... the customer had spoken to my staff at least 10 times so his claim that nobody called him back is an absolute lie. He could have cancelled his order on each one of those calls but chose not to. We would have been more than happy to cancel his order at any given time.
  
  Funny that he requested to cancel his order after it had already shipped. Why call us and ask for order status if you plan on filing a chargeback and refusing delivery of the cabinets he had been waiting for?! If the customer no longer wanted the order then why wait until after it had shipped? If the customer no longer wanted the order then why then go online and complain that he has not received his order? The customer literally said he was going to refuse delivery and file a dispute - how can he then complain for hours on end via Social Media that he has not received his order and is still waiting for it.
  
  Every time a customer calls our answering service takes messages and provides us with a digital record of the customer's call. Each one of these calls is promptly responded to - normally within less than 10 minutes during normal business hours. The customer was called each and every time. You can clearly see his request to change his order on a January 18th call causing further delay of his own order. Every time he called he was provided with the same exact information. We have been doing this for a long time and we are very accurate with our estimates. We cannot be responsible if customers fail to read and hear what they want to hear, don't check their emails and so forth.

• Initial Complaint

  Date:08/13/2023

  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.

  On July 18 2023, I made an online purchase for a Newage garage cabinet in the amount of $202.56. They said the item would ship within 7 days. The item didn't ship and I contacted them on August 8, 2023 to cancel my order however they informed me that I couldn't cancel the order because of the form of payment (Affirm) which I never heard of anything like. The next day after I requested a cancellation, all of a sudden they sent me a email saying my order had been shipped by US Pack and providing me with a tracking number. I call this company to check the shipping and they informed me they don't have any information about the shipment or the company that I placed the order with.

  Business Response

  Date: 08/13/2023

  The customer was provided tracking on 8/9/2023. Sometimes it can day a couple of days for tracking information to propagate through carrier's systems. The customer was immediately responded to via email (attached). The shipment is on the way to her and the carrier should communicate with her in the next few days to schedule delivery. A refund is not an option at this time since the item has already shipped and is en-route. Also... the customer's order confirmation clearly states that the item ships within 7-14 business days. The customer's order was batched for shipping on August 3rd which is within the estimated timeframe provided. Please be advised that there are some freight delays nationwide due to YELLOW freight announcing bankruptcy. Many carriers have had to step in and bear the extra load in order to alleviate some of this burden that has affected shipping nationwide: ********************************************************************************************************************************

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  I placed an order on February 27, 2023 totaling $1,740.71 for garage wall storage panels. The shipment was split into 11 packages. I received 2 of the 11 packages on March 2nd and March 6th.
  
  The remaining packages have not been delivered. Unfortunately those packages contain all of the wall panels (which is 99% of the expense). The FedEx tracking numbers for those packages show the packages arrived in my city but have not received any updates in more than 8 days.
  
  I’ve contacted FedEx and they say the packages are lost. They say I need to take it up with Garage Organization.
  
  I’ve contacted Garage Organization and they refuse to refund me or replace the items. They claim the items were shipped to an incorrect address. However that is incorrect. The address contained a minor spelling issue. But clearly that was not an issue as 2 of the 11 pieces were delivered without issue.
  
  At this point I need to receive the items I paid for or receive a refund. I do not care which at this point.
  
  Thank you for the assistance.
  
  Best regards,
  *****

  Business Response

  Date: 03/11/2023

  The customer placed an order on February 27, 2023 for an order that was supposed to ship to Madison, WI 53704. He contacted us on Thu, Mar 2, 7:15?AM, after his order had already shipped informing us via email that he had entered the wrong information and wanted us to change the ship-to address to Waunakee, WI 53597. Our responsibility is to ship the order to the designated address on the original order which we did. The customer's order was shipped on February 28th - 2 days prior to him realizing that he had entered the wrong ship-to information. We had requested a change of address, per his request, while the packages were en route, as a gesture of good faith and ate the cost to request the reconsignment (there are fees involved). We advised the customer that we cannot be responsible for his mistake and that we cannot guarantee that the change would be "caught" in time by FedEx's systems. These packages are scanned digitally via barcode and requests to change addresses during transit is highly ill advised as some of the packages can be "caught" by the system and some can be missed by FedEx's systems which in turn can cause packages to be lost. We advised the customer to also file a claim with FedEx which we are not sure if he did or did not do. The customer is highly combative and refuses to take any responsibility for his error which has caused this whole mess. The customer needs to follow the instructions which were provided to him more than once: 1) File a claim with FedEx as well which could take a couple of weeks - they have an investigative team who look into the matter; 2) Wait for the packages to be delivered. The customer will have to patiently wait until this matter is situated - this is 100% the customer's fault and he should take full responsibility for his actions.

  Customer Answer

  Date: 03/21/2023

   this complaint but the matter has been resolved to my satisfaction