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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I attempted to order products from this company and they didn't ship out so the order was canceled I have a refund receipt and yet they refuse to give me a refund
Business response
11/02/2023
We have explained the situation to this customer over the phone. We cannot work with the customer on his orders as he placed chargebacks with his bank for both of the orders. Once that occurs we no longer have the ability to issue a refund or take any further action on our end with the order. The money was taken from us as a result of a chargeback with the reasoning that the orders were fraudulent. Since the customer did confirm he intentionally placed these orders we have no choice but to provide evidence that the orders were legitimate and that the chargeback should be reversed. If we do not dispute chargebacks when required it can lead to further penalties against our company. Since it appears the card issuer has finished reviewing the evidence submitted by both the customers bank and ourselves they have decided to side with us and reverse the chargeback. In that case any funds issued to the customer are most likely withdrawn by the customers bank. While we understand this may be frustrating there is nothing we further we can do.Customer response
11/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
My bank has stated the merchant was paid I have not recieved any products or services and was supposed to be refunded nether the merchant nor the bank is willing to help but I am owed money, I will be taking both the merchant and bank to court I have clear documentation and proof of theft , to me I think that would be more detrimental to there company but that is there choice it was stated clearly if the statement made by merchant they are aware I was charged even though my order was canceled
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Initial Complaint
09/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased products 7/1/23 and have never received them. I messaged with customer support 5 times over the past few months and they keep telling me theyre investigating the issue and cant refund until theyve completed their investigation.Business response
09/20/2023
This has been refunded as the customer has placed a chargeback with their bank. They have already received their money back and there is no complaint.Customer response
09/20/2023
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
06/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I made pre-order ********* for a ********* Collector's Box on 1/20/2023. I got an email that the order shipped on 4/21. Over two weeks later on 5/9, I checked the tracking ******************* in the email to see where the package was because it was taking so long and saw that the only update on the package was "Shipment Information Received". It still only says this today as of 6/6.I contacted customer support immediately by replying to the order email because at the bottom it says "If you have any questions, reply to this email or contact us at [*******************************](mailto:*******************************)". I got an automated response that request (******) was received, and over two weeks after that on 5/24, I had still not gotten a response.I sent another reply to the email and got another automated response that request (******) was received. Almost a week later on 5/30, I had still not gotten a response, so I tried sending a support request through the Gfuel websites help button with my order number and request for assistance with emphasis that I had not gotten a response after two email replies and 3 weeks of waiting.I got a unprofessional reply on June 5 with no apology or appreciation for my patience in this matter, that told me the package had been delivered, with tracking number *************. This tracking number was for my other order ********* I made in February. After I told them that, I got another reply that they can cancel and refund the order so I can re-order it. There would be no way for me to re-order it as the item is now out of stock, and I begrudgingly accepted a refund. Then I noticed that they only refunded me the price of the item and not the shipping. I sent another reply wondering if it was a mistake, but they had the audacity to tell me that the shipping cost does not get refunded. So, I got no compensation for this problem, lost money, and cant get the product I wanted of absolutely no fault of my own. This is unacceptable customer service.Business response
06/07/2023
Original staff member that assisted the customer was under the impression the delivery failed but there was an issue with the tracking from before it was even picked up. In those cases we should offer a re ship or a full refund to customer. I followed up with the customer to explain our mistake. Refunded the full order amount and advised the customer we would ship his item back out as a courtesy to make things right.
Customer response
06/07/2023
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 and the matter has been resolved.
Sincerely,
*****************
Initial Complaint
05/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is about order #********* and the order was made on May 4th, 2023. Shipment of it arrived on May 9th, 2023. After it arrived I realized that I received the wrong flavor in my order and immediately contacted them to get my issue resolved. I have yet to receive a response on the matter as of today, even after leaving multiple emails, and would really like a response to get this resolved.Business response
05/18/2023
Customer complaint was addressed and fixed. *************************** was transitioned from old staff to new staff so ticket wait times have increased.Customer response
05/19/2023
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
05/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order back in January, one item is a preorder for April 2023. No items in order have been sent. I sent a ticket March 17th asking if I would get any of the non preorder items and my representative cut the conversation after a canned response.It is now halfway through May 2023 (well after the April date for shipping), and I have called every number I can find on Gfuels site. You get automatically disconnected. I have left several voicemails with no reply. I have sent multiple tickets to the ******************************* address several days ago and get absolutely nothing back.At this point they have had $82 of mine since January 28th and I have no idea whats happening with my order. I cant even cancel the order because they wont respond. This is my second order with Gfuel and I am not sure I will do another.Order number: *********Business response
05/26/2023
The item the customer ordered was a pre order item, on our site there is information explaining pre order items do not ship until they are ready. The items were originally expected to ship in April but were delayed coming in, customer was notified and updated on the situatiuon. Customer has sent in 3 unqiue tickets regarding the issue and has received a response explaining the situation in each one.Initial Complaint
05/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Never received my order. Incorrect autofill information was listed in my apple pay when the order was placed. I immediately reached out to support regarding this the minute after the order was placed to resolve the issue. For three days I emailed and called and was unable to reach a single customer support representative. The order shipped to an incorrect address and was returned to sender by the postal office. I still have not heard back from the business for a refund a week later of still calling and emailing. Absolutely terrible customer service leaving me without the product, and out of $50.Business response
05/22/2023
Delivery was completed per details entered by customer. Delivery was returned to ********************** warehouse as delivery was not able to be completed. Customer was refunded amount of order less shipping and handling and informed of this as of 05/22/2023.Customer response
05/23/2023
Better Business Bureau:
It took a month and a formal complaint to Gfuel but I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
05/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order for 3 stainless shakers and only received 2. Missing one black onyx shaker even though it showed as packaged on the packing slip. I called and left a message the day the order arrived about 2 weeks ago. Since then I've sent multiple emails and left another message today. No response from any attempts to contact G Fuel. I would like my missing shaker sent.Business response
05/03/2023
Hello ****,
We have responded to your email inquires and apologize for the delay, as offered in the email response, we will send out the missing shaker and issue a refund of $17.59. We hope the additional explanation in the email response will be helpful and you find this resolution satisfactory.
Customer response
05/03/2023
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 and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
04/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order of $175 was completed but with a non working tracking link. The company is not responding to any emails or calls since over a week now. I do not know where my order is, when it is coming, or if it is even on the way. I tried calling at least 3 times a day since last Thursday without any success. I sent multiple emails without any reply. I either want someone to finally respond or my money back because this is starting to feel like being scammedCustomer response
05/10/2023
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 and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
02/21/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I placed a $97 order on January 22, 2023. Since then, I have emailed them about 5 times. I also tried to chat with them on ********* I also tried to call them during business hours and I can't reach them. I feel like I'm not valued as a customer and wonder if I'll even get my products. I've never had a business ignore me like this before. Non-existent customer service.Business response
02/24/2023
We apologize for any misunderstanding!
One item that was included in your shopping cart was a pre-order item. As per our shipping FAQs, when a shopping cart contains a pre ordered item, we ship the entire order once the pre-order item is shipped.
Please let us know if you would like us to refund the pre ordered item and fulfill the remaining items.
Customer response
02/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
02/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I made an order the 7 january 2023 of 163$ order # *********. they never shipped it and they cant be bothered to answer any email I send them. I just want a professional experience ********* my order please. Quite worrysome to be treated like an aftertaugh after a 150+ purchase.Customer response
02/24/2023
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 and the matter has been resolved.
Sincerely,
***********************************
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Contact Information
Customer Complaints Summary
43 total complaints in the last 3 years.
12 complaints closed in the last 12 months.