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:02/27/2024

  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.

  I ordered glucose test strips on 2/19/23 and have not received them. I have complained several times and they said they would issue a credit, which was never received. Now I would like a refund mailed to me as I no longer have the card I used to purchase them.

  Business Response

  Date: 04/10/2024

  Dear *******,

  Firstly, we want to extend our sincerest apologies for the inconvenience and frustration you've experienced regarding your order of glucose test strips. We understand the significance of your situation, especially given the importance of receiving such essential items in a timely manner.
  
  Upon reviewing your order placed on February 19, 2023, it appears that the item was, unfortunately, backordered at the time of purchase. Recognizing the delay, we issued a store credit on February 24 as we were unable to fulfill the item within a reasonable timeframe. This credit is currently available in your account and will be automatically applied to your next checkout.

  Please contact our customer support team at ************** to explore refund options or any further assistance you might need. 

• Initial Complaint

  Date:02/06/2024

  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.

  I purchased glasses from FSA optical. They charged my HSA and sent me glasses I never ordered and then called me a liar and said I ordered the wrong glasses. They also lied and said I never tried to contact them but as I told them, I have over 30 email attempts and chat attempts recorded. They didn't want to see my records of course. I only want the glasses they helped me order online via a representative on a phone call.

  Customer Answer

  Date: 07/12/2024

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

  Business Response

  Date: 08/27/2024

  
  
  Dear ******,
  
  Thank you for bringing this matter to our attention. We understand how frustrating this experience has been for you and apologize for any confusion caused.
  
  After reviewing your case with ************ it appears there was some miscommunication regarding the lens type you intended to order. The records indicate that polarized sunglasses lenses were selected at the time of your order. We understand you wanted transition lenses instead and that this discrepancy has caused considerable inconvenience.
  
  *********** has stated that when you initially contacted them about the issue, they offered to replace the warped frame at no cost, provided you returned the glasses. They also provided an option to remake the lenses to your desired specifications, but this would be subject to their standard return policy, which retains 50% of the lens cost since the order was fulfilled based on the selections made online.
  
  They have clarified that the frame issue was promptly addressed, and the repaired sunglasses were shipped back to you on February 15, 2024, with confirmed delivery on February 16, 2024. Additionally, they have extended an offer to allow for a return or exchange of the lenses, where you would receive a credit for the full cost of the frame and 50% of the lens cost, should you wish to pursue this option.
  
  We encourage you to reach out directly to *********** if you wish to explore this option further or if there are any additional details you would like to discuss. We are committed to ensuring a satisfactory resolution and appreciate your understanding in this matter.

  Business Response

  Date: 08/28/2024

   

  Thank you for providing more details about your experience. Were sorry to hear about the difficulties you've faced and understand how frustrating this situation has been.
  
  As much as we would like to help resolve this for you directly, *********** handles its own orders and customer service policies, including refunds and exchanges. We encourage you to reach out to their customer service team to discuss your concerns further and explore your options for a resolution.

  Customer Answer

  Date: 08/28/2024

  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:

  That is 100% the problem.  *********** makes it abundantly clear that they do not care about what they did nor about the BBB ratings...per their own optical agent that I spoke with last February.  I was told that they really didn't care about the BBB.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/30/2024

  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 placed an order in 12/31/23; order #******** to utilize the money on my Fsa prior to year end. This sight advertises that all items are Fsa eligible; I have communicated with the customer service at this company multiple times since 12/31/23 with reassurance that my order would be processed. Despite this on 1/14/24 my order was canceled without explanation and refunded to the Fsa card; the issue with this is that I can no longer access this money due to year end making Fsa money no longer available I would like to receive items as originally ordered.

  Business Response

  Date: 08/27/2024

  Hi *********,
  
  We are sorry to hear about the inconvenience with your order. After reviewing the details, we found that there was an error in processing your refund. We have now corrected the issue and applied a store credit for the full amount back to your FSAstore account.
  
  Thank you for bringing this to our attention, and if you have any other questions or need further assistance, please let us know. We're here to help.

• Initial Complaint

  Date:01/17/2024

  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.

  Purchased the heating pad on the *** website on 11/14/2023. Gave it to my husband around Christmas time. Cost 99$. Item stopped getting hot about two days into using the device. I notified the FSA store of my concerns in January. ( We moved at the time). They said they could not help me since it was ************************************ to work with the manufacturer. When I notified Calming Heat they informed me that the retail store was responsible and that the one year warranty could only be upheld if I purchased directly from Calming Heat. all I want is a replacement or a refund. No one will help. Its a lot of money to be out. Thank you.

  Business Response

  Date: 08/28/2024

  Dear ****, 

  Thank you for taking the time and sharing your concerns with us. Were truly sorry that the heating pad you purchased was faulty. While our policy typically covers returns within 30 days, we understand some items, like yours, come with a manufacturer warranty for extended support, including replacements and troubleshooting. We're sorry to hear that the manufacturer's assistance didnt meet your expectations. We value your feedback and are pleased we could find a resolution for you. Thank you for being a valued customer

• Initial Complaint

  Date:01/12/2024

  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 purchased the Aura Full Body Analysis scale as a Christmas gift and it does not work properly. We've attempted to calibrate it multiple times with no success. Their company website says to email ******************************** for processing. I've sent three emails so far requesting a store credit/refund/return label with no response. I paid $194.39 for the scale so at minimum I would like a store credit reflecting this amount.

  Business Response

  Date: 05/10/2024

  Dear ******, 

  We're sorry to hear about the issues you've encountered with the Aura Full Body Analysis Scale. According to our records, your return/exchange request came in slightly outside of our 30-day policy. However, upon reviewing your account and previous communications, we are pleased to make an exception and provide a store credit for the full amount of your order.
  
  You will receive a confirmation email shortly at the address associated with your order.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience. If there's anything else we can assist you with, don't hesitate to contact our customer service team. 

• Initial Complaint

  Date:01/05/2024

  Type:Sales and Advertising 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.

  My FSA claim had been denied 3 times due to the FSA Store not being able to provide me with a detailed receipt for my insurance company. I ordered items on the 14th of December and the 1st shipment was lost in transit. The second shipment was received. After I received I sent a receipt to my insurance company but did not look to review the details of the recipt. It seems as though the online version of the order does not include details of what was ordered. It only included the number of items and the total. In any event, I reached out to customer service several times and they kept sending me the same Non-detailed receipt. I have included all the documentation and the chats in this BBB complaint. I am simply looking to return all the items for a full refund. I will never use this company again.

  Business Response

  Date: 08/27/2024

  Dear ***,

  We sincerely apologize for the delay in responding to your concerns and for any inconvenience caused by the denial of your claim by your FSA administrator. We understand how frustrating this situation must be for you.
  Our team has tried to reach out to you to discuss potential solutions, including offering assistance with providing the necessary substantiated documents that could help overturn the denial ruling. We genuinely want to make this right for you and hope to have another opportunity to assist in resolving this matter to your satisfaction.

  
  Thank you for your patience and understanding.
  

  
  

  Customer Answer

  Date: 08/29/2024

  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

  Date:01/03/2024

  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.

  On December 30th I made a purchase at the FSA Store online and with in an hour or so a man called me and let me know that all my information went to him. He knew my phone number that he called me, address, my order everything without me saying anything to him. He said the FSA store done the same to him and his wife. I called the store and they said there is nothing they can do and there is no problem on there end.

  Business Response

  Date: 05/21/2024

  Hi *****,

  We sincerely apologize for the concerning experience you had with your purchase a few months ago. We understand the distress it has caused and take your report very seriously.
  
  We are ensuring that proper procedures were followed in handling your case. If we need any additional details, our team will follow up with you directly.
  
  Thank you for bringing this to our attention. Your security and trust are very important to us.

• Initial Complaint

  Date:12/08/2023

  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.

  I purchased the Therabody RecoveryAir JetBoots, Medium size. The chart on the website said that medium would fit my height. When I received the purchase the boots were too long. I asked for an exchange and was told that they wouldnt exchange or return them because the box was opened

  Customer Answer

  Date: 07/12/2024

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

  Business Response

  Date: 09/05/2024

  Dear ****, 

  Thank you for reaching out to us, and we're sorry to hear about the experience you had with the Therabody RecoveryAir JetBoots. We understand how frustrating it can be when a product doesn't fit as expected, especially after relying on the sizing chart provided.
  
  Due to the medical classification of the items we sell, including the JetBoots, we are required to follow our return policy that prevent us from accepting returns or exchanges on products that have been opened or tried on. This is to ensure the safety and hygiene of all our customers.
  
  We understand this isn't the response you were hoping for, and we apologize for any inconvenience this may cause. Your feedback is important to us, and we'll use it to improve our sizing information and customer experience moving forward. Thank you for your understanding.

• Initial Complaint

  Date:11/16/2023

  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.

  On 2/8/23, someone attempted to charge my benefits card for $569.99 & was denied. The next day FSA Store made two charges to my account, first for $558.74 & then $11.25. I didn't even have $569.99 in my account & somehow this store charged my card & cannot provide receipts. I was not the person that made these charges. I have reached out 4 times trying to get this resolved, twice through email and twice through chat. I was told by the CSRs that this company takes these matters seriously & that the payments department would be reaching out to me ASAP. No one has bothered to contact ********* are very aware that money was taken out of my account without my knowledge. How they have my card information in the first place is a complete mystery as I do not have it stored in their store account. This is fraud.

  Business Response

  Date: 02/15/2024

  Hi ****, 

  We're very concerned about the unauthorized charges on your benefits card and apologize for any distress this has caused. A refund was issued on 11/20, we take such matters seriously and have reviewed your case to ensure it is resolved.
  If you have further inquiries or require additional information, please feel free to reach out to us.

  Best regards,

  FSA Store ************* Team 

• Initial Complaint

  Date:11/07/2023

  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.

  On 10/11/2023 I placed an online order with the online FSA store. I have done business with them for approximately 2 years. I ordered an acne care bundle which included several skin care products, and a multi-spectrum acne light. Upon receiving my order 2 days later the light did not work, I immediately called and was told not to worry a replacement would be shipped. I asked about how to return the item, and was told I didnt need to since it didnt work. I was even told that they would likely replace all products in the bundle. (Which was way above and beyond what needed to occur). Approximately 2 weeks later I called the check on the status of the order and was told that they arent sure what happened but that they would elevate the ticket and make sure the order was processed for the replacement and that I would receive a shipping confirmation within 1-2 days. I never received any confirmation. One more week went by and no item, so I called again was told the exact same thing and that I would receive a shipping confirmation within 2 days. I have called and total of 5 times and been assured each time that this is being taken care of and that I would receive a shipping confirmation within 1-2 days. Today the gentleman told me that a replacement was shipped out back in October. This is the first I have heard of this. He again assured me that I would receive a shipping confirmation within ***** hours. At this point nothing that they have said is truthful, I just want what I paid for. Today when I said I would just like a refund I was told, not to worry the item would be shipped. At this point I am pretty frustrated and tired of being lied to. The last time times I have called I have asked to speak with a Supervisor/Manager and been told that there isnt one available.

  Business Response

  Date: 02/15/2024

  Dear ******,

  We sincerely apologize for the frustration and inconvenience you've experienced with your order. While our records indicate that the issue was resolved, and the replacement product was shipped on 11/7, we understand that the communication and process leading up to this resolution were far from satisfactory.
  
  Your trust is invaluable to us, and we are disappointed that we did not meet the high standards of service we set for ourselves and our customers. To make amends and as a gesture of our commitment to your satisfaction, we would like to offer you some additional perks along with our apologies.
  
  A member of our team will be reaching out to you directly to discuss what we can do to further rectify this situation and ensure you are fully satisfied with the outcome.
  
  Thank you for your patience and for bringing these concerns to our attention. We are committed to improving our service and your feedback is crucial in this effort.