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:12/27/2024

  Type:Service or Repair 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.

  attempted transaction on 12/24/2024, I was unsure how much was left on my FSA card so i accidentally ordered a little more than was on the card. A message popped up saying insufficient funds on the card and the window closed. I assumed this meant the transaction was declined. However this business instead put this business charged $930 to my FSA card and would not process it until I paid the remaining balance. There is no clear way to actually do this online. After calling they claimed there was a "glitch" and would not refund my FSA card. I don't know what kind of "glitch" stops a refund, but that's pretty convenient on their part. They then claimed a refund would take 2 days to process and an additional 5 to go back into my account. which would be going into Jan 1st after my *** benefits reset. I am suspicious that these are tactics in place on purpose to pressure me into taking store credit or paying the additional amount.

  Business Response

  Date: 02/03/2025

  Dear *********** 

  We appreciate you reaching out and understand your frustration. When placing an order with an FSA card, we do not have access to your account balance, so our system attempts to process the full amount. If the card cannot cover the total, we offer the option to add another payment method or adjust the order to match the available balance.
  
  We apologize for the issue with your refund. Due to an unexpected processing error, our team had to use a payment processing tool to complete the refund, which was successfully processed on 12/26 per your request. Refunds typically take a few business days to reflect, depending on your financial institution.
  
  If you need further assistance, wed be happy to help. Please let us know how we can support you.
  
  Best,
  FSA Store Customer Experience Team

• Initial Complaint

  Date:09/23/2024

  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.

  Company approved the return and after a delay of over 2 weeks and a few more calls and emails I was eventually sent the ***** shipping label. I was told that the original form of payment would be re-credited my $119.88 (pretax). Tracking for the ***** label says the items were delivered to FSA Store Aug 29th but I still havent received a communication from company nor have I been refunded. I emailed back the most recent customer service *** for returns Id been communicating with on 9/12/24 and havent received a response. I also sent a message through the websites customer service return request page and havent gotten a response. Its been 3+ weeks now since the items I ordered has been back in companys possession and I am feeling leery of a company that not only takes this long to process a refund but they arent even responding in a timely manner to customers. I feel as if Im being stolen from

  Business Response

  Date: 02/03/2025

  Hi ********** 

  Thank you for reaching out and sharing your concerns. I sincerely apologize for the delay in processing your refund and for the lack of timely communication regarding your case. I completely understand how frustrating this experience has been, and I want to assure you that we take this matter seriously.
  
  After reviewing your case, I see that your return was received on August 29th, and the refund was issued on September 27th to your original form of payment for $119.88

  We understand that the delayed response to your follow-ups added to your frustration. We are actively working on improving our response times to ensure better support for our customers. Please let us know if you need further assistance or if the refund has not been reflected in your account so we can investigate further. We truly appreciate your patience and the opportunity to make this right.

  FSA Store Customer Experience Team

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair 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 ordered from fsa store. Ordered the wrong item shipped it back using the ***** label sent. I tracked the package saw it arrived to the warehouse waited 2 weeks and emailed the person that I originally talked with about the return. A week went past with no email back. So I do a chat and told no problem money will be back in 3-5 days. The money never went back. I have now talked with an additional 2 customer service **** who cannot get me to a supervisor to resolve this matter. I am owed quite a bit of money. At this point since they have my item and cannot figure out how to refund the money and are not making any attempts to reach out to me. Instead I have had to handle it myself by contacting them. So I see this as theft at the moment since they have stolen my money, cannot figure out how to refund it properly and have my item. I wont ever use fsa store again. Since they dont care about their customers, and are not organized to handle returns.

  Business Response

  Date: 08/29/2024

  Dear *****, 

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience you've faced regarding your return and the communication issues. We can confirm that a refund was processed for your returned item on July 28th. It typically takes 3-5 business days for the funds to reflect in your account, but sometimes it can take a bit longer depending on your financial institution. If you haven't seen the refund yet, we recommend checking with your bank or credit card provider for more details.
  
  We also apologize for the difficulty you've had in getting in touch with a supervisor and the overall handling of your case. Your feedback is important to us, and we are committed to improving our processes and communication to serve you better. If theres anything else we can assist you with or if you have further concerns, please dont hesitate to let us know.
  
  Thank you for your patience and for bringing this to our attention.

• Initial Complaint

  Date:07/18/2024

  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 Placed: 7/8/24 Order Status: Ordered Shipped to: *************************** Total Items: 20 Order Total: $1,082.82 The product provided was significantly different than what was delivered. It was much longer and would not fit me. I didn't even try it on because of how extremely long it was. the picture shows it being about knee height but the product delivered was higher than my waist. The one delivered gets wider towards the top unlike the advertised product. I want the product that was shown or a my money back. Once they denied a full refund I requested store credit to allow me to buy a different product but they haven't got back to me. Originally on the call the employee said it would be ok to return and get a full refund but then they sent a denial email.

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by FSA Store, Inc regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 08/28/2024

  Dear ******* 

  Thank you for bringing your concerns to our attention. We're sorry to hear that the item you purchased was larger than expected. We want to assure you that we have a return policy in place to address such issues, and in your case, we made an exception by issuing a return label for a full refund or exchange.
  However, after reviewing your account, I noticed that the return label hasn't been used, and the item hasn't been returned yet. We've attempted to reach out to you to help facilitate the return process, but it seems that the phone number you added to your account may not be correct.
  

  We genuinely value your satisfaction and would like the opportunity to make this right. Please feel free to contact us directly so we can assist you further.
  
  

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair 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 received a credit of over 500 that I was saving for glasses. I received the credit but it wouldn't show during checkout on *********** which is an eligible service on their sight. They will not give the credit on optical???? They claim it's a separate company but same name and advertised on the site. This is shameful. I saved for this specific product and was told I could use my credit on anything FSA. It was very dishonest. Buyer beware

  Business Response

  Date: 08/28/2024

  Dear *******

  Thank you for reaching out and sharing your concerns with us. We apologize for the confusion regarding the use of your credit with FSA Optical. We understand how frustrating this must be, especially when planning to use your savings for a specific purchase.
  
  FSA Optical, along with other affiliate sites featured on our website, operates as a separate company with its own policies and processes. As a result, certain credits or promotions from our store may not apply to these services. We understand this can be confusing and are sorry for any inconvenience this has caused.
  
  However, you still have $148.37 of unused credit that can be applied to eligible purchases directly through the FSA Store. We appreciate your feedback and will work to ensure these distinctions are clearer moving forward. If there’s anything else we can do to assist you, please let us know.

• Initial Complaint

  Date:06/17/2024

  Type:Product 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 used my ******************* Plan (****) pre-tax dollars to make a subscription purchase of semigutide. I used, based on the ************* advertisement of weight loss services, the online telemedicine site ******. My **** allowed the debit transaction to go through, however I was then required to submit a letter of medical necessity. ****** advised, via text only as thats the only communication method available, they cannot provide such medical documentation and I could use the receipt in the patient portal. They advised me to download the receipt which had a Dx code in it. I submitted the receipt to my **** provider and they indicated it was insufficient and required specific information. I passed that information along to the *********** Team and they advised to submit the same documentation. I reached back out my **** and again, they advised the documentation was insufficient. So, I reached out to the ****** Coaching Team and they told me to go back to the care team. The product cant ship until I have a coaching session and the coaching session cannot happen until I get the letter. So, Im on the hook now for potential penalties and taxes as the **** is pre-tax dollars, and as it currently stands the cost is not an authorized **** expenditure. The only contact us information is a SMS text number. Theres virtually no other information available. I just want my money refunded back to my **** and the recurring charge and subscription canceled. In my initial chat with the ************* support team, I was told that my inquiry had to go through ******. They WONT help me. This is so frustrating. The consequences of this are far more reaching than just the money. I will now have my card suspended.

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  No response from FSAstore.com; however, the merchant from whom they obtain the service from refunded me in full.

  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/30/2024

  Type:Sales and Advertising 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.

  Name: ********************************* Email: *************************** Order Number: ************ Subject: ******************* Description: When the box arrived I received an email citing I would only receive part of my order. In the day of delivery I returned it to sender *** *********.They claimed it was a part order, nothing else had come, until 4/12/24 I shipped that portion of the order back personally on Wednesday 4/24/24 via **** for $9. I am demanding an investigation and full refund on the entire order. #******** in the amount of $522.25. *** attempted several times to get a resolution.

  Business Response

  Date: 05/13/2024

  Dear ********,

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced regarding your order.
  
  We have thoroughly reviewed your case and would like to inform you that we processed a full refund of $522.25 on 5/3/2024. Our team has confirmed that the refund was successfully issued.

  We appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to contact our customer service team directly.
  
  Thank you for your continued trust in FSA Store.

• Initial Complaint

  Date:03/15/2024

  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.

  FSA store has a guarantee on their website that states "Are all of your products FSA eligible?Everything on the site is guaranteed FSA eligible or your money backfor the most part. There are certain flexible spending accounts that dont cover every item and some may be limited to only specific items and/or services. You should always check with your employer and/or FSA administrator to find out exactly what your FSA will cover. Other than those rare FSA accounts, everything we carry is FSA eligible.Still cant find what youre looking for? We have an Eligibility List with all the answers!"I took this information that was featured on their *** section and purchased the product through the manufacturers website believing it to be guaranteed FSA eligible. When I expensed the product through my Health FSA account, it was denied. I contacted my FSA provider to do a grievance and they confirmed it was not FSA eligible expense. I contacted FSA Store seeking a refund per the guarantee on the *** section of the website and was told that since it was not purchased through the FSA store that it was not covered through the guarantee. No where does it say in the *** that the product had to be purchased through the FSA store to be guaranteed.

  Business Response

  Date: 05/13/2024

  Dear *******, 

  Thank you for reaching out and providing your feedback regarding your recent experience.
  
  Our 100% FSA Eligible, Money-Back Guarantee Policy applies to products purchased directly through ************. As stated on our website:
  
  "Our guarantee applies only to purchases made directly through our website and does not extend to any links we may provide to services/products you purchase from a third party."
  Full version can be found in the following link **********************************************************************;

  We appreciate your understanding and are always looking for ways to improve our communication and service. If there is anything else we can assist you with, please do not hesitate to contact our customer service team directly.
  
  Thank you for your continued trust in FSA Store.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair 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.

  FSA Store **** is not refunding me the amount that I am owed. Due to the maximum amount of characters I am allowed on this form, I have attached a 1 page word document (along with many other documents) explaining what happened with this company. All I am asking for is a FULL refund.

  Business Response

  Date: 07/03/2024

  *****, 

  Thank you for bringing your concern to our attention. We understand that you requested a refund for your order, which was partially paid using store credit from a previous purchase. Due to our policy, refunds must be processed to the original form of payment, making it impossible to refund the portion paid with store credit back to your card.
  
  We are pleased to inform you that our team resolved this issue on 3/14. We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to reach out to us directly.

  Best, 

  FSA customer support

• Initial Complaint

  Date:03/12/2024

  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.

  Order #******** Order date Feb 20 2024 Order cost $6174.35 Purchase FSA Certified OTC and requested refund of some items. Items unopened in original packaging and fully refundable as required on their website. Initiated refund with March 03 2024 @ 800pm with employee Channel on telephone. Their website indicates return shipping labels will be sent email 3-5 days. Return labels never sent so I called and spoke to Wincess on 3/08 at 845am. She assured me that record on refundable products on 3/03 was in computer and I would definitely receive return labels by the end of day. Never sent and called again next day and requested a manager to resolve issue. Discussion with *** and he advised return shipping labels should be emailed sometime that day. Again, never sent as of Mar 09. Their website refund policy assures refund within 30 days of shipping. Refunds will be credited to original form of credit. FSAstore is flagrantly non-compliant with their own policies and seem very comfortable with consistent lies to customers.

  Business Response

  Date: 05/10/2024

  Dear *******,

  We're truly sorry for the inconvenience you experienced with your recent purchase (Order #********). We deeply value your business and are committed to providing excellent customer service.
  
  According to our records, your refund for the returned items was processed on March 15, 2024. If you haven't received the refund yet, please check with your bank or credit card provider as it might take a few days for the funds to reflect in your account.
  
  We understand the frustration caused by the delay in receiving the return shipping labels, and we sincerely apologize for any misinformation provided. We've reviewed our procedures to ensure this doesn't happen again and will work hard to deliver a better experience next time.
  
  Thank you for bringing this to our attention.