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:10/06/2023

  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.

  On 2/7/23, I made a purchase of $2,442.90 at FSA Store (order #********)On 5/5/23, my return for the amount of $484.97 was received by FSA Store (tracking: ************)FSA Store insists that this refund for $484.97 has been sent and that I should check with my bank, however hasn't given documentation of this refund. I have checked with Citi and they have confirmed no refund for $484.97 has been recorded. Of the dozen of times I've called FSA Store, they have assured me that a supervisor will look into it and will reach back out to me by the end of the day. I have received no callbacks nor emails.

  Customer Answer

  Date: 10/09/2023

  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.

  After 2 hours on the phone with FSA Store customer service, they finally took the time to understand my situation and issue a refund. They made an error in recording the tracking number on the return shipping label they sent me.

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

  
  

• Initial Complaint

  Date:07/28/2023

  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.

  I purchased online about the product that they showed in the website but when they delivered , the items are different. I ordered Aveeno Moisturizer for normal skin but they delivered Moisturizer for acne prone skin that is not even in the website and it happened 3 times. I ordered last May 24,2023, July 11, 2023, and July 18, 2023 same products with other items for 3 times but they keep on sending me wrong products. I believed that they were sorted out overstock items not in the website. I tried to go online to return following instructions but they is no link for return items so I called and chat with the customer service and has not settled yet until now. It says in the receipts that returns must be authorized and they cannot accept returns without approval.I want the company to explain why 3 times delivery mistakes? If it was happened only once I don't mind at all but 3 times is not acceptable. This is a false advertisement, delivery of wrong products, fraud, etc. I will not make business with this company anymore.

  Business Response

  Date: 05/21/2024

  Dear ********, 

  We sincerely apologize for the inconvenience you experienced with your past orders. We understand how frustrating it can be to receive the incorrect product multiple times.
  
  Your feedback is important to us, and we appreciate you bringing this to our attention. While we strive to improve our processes and minimize errors, we acknowledge that mistakes can still occur.
  
  Thank you for your understanding and patience. We hope to have the opportunity to serve you better in the future.

• Initial Complaint

  Date:07/14/2023

  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 have placed 2 orders with this company in the last 2 weeks. I needed to return 2 unused items. I submitted a return request on 7/10/23 and was told a return label would be emailed to me. It never came. I then called them on 7/11/23 and was told the same. I called again on 7/12/23 at 9:32am and spoke to ******. He said that the label was still being sent to my email. Still nothing. I called back on 7/13/23 and spoke to a man named "*****" and asked to speak with a Supervisor. He then tried to get me to tell him why. I knew better as they are powerless to do anything and keep giving me the runaround. He then hesitantly went to find a Supervisor. After many minutes, he returned to say, "She is in a meeting and will call you when done". I asked him "when that would be" and he said "I don't know". This is abominable and unacceptable! I want a full refund for these 2 items asap! I can send them back at any time as they have been sitting and waiting to be returned since 7/10/23!

  Business Response

  Date: 02/15/2024

  Dear ********, 

  First and foremost, we apologize for the frustration and inconvenience you've experienced in attempting to return your items. Your recent interactions with our customer service team do not reflect the high standard of service we aim to provide, and we are genuinely sorry for the delays and communication issues you encountered.
  
  We understand the importance of efficient and responsive customer service, especially in matters concerning returns and refunds. Our records indicate that as of 7/15, we have processed the refund for the two items you wished to return. Despite this, we recognize the need to address the service shortfalls you faced.

  We are committed to learning from this situation and making necessary improvements to prevent such issues in the future and value your patience and understanding. Thank you for bringing this to our attention.

• Initial Complaint

  Date:06/26/2023

  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.

  I spent $794.60 on goods through this company after being told all items were FSA eligible. My FSA claim was denied. The company told me they would contact my FSA provider to substantiate the claim. I never heard anything from FSA store. When I called them back they told me they would look into it. They then told me they couldn't substantiate claim. They told me I could return all the items. They told me they would send a shipping label within 3-5 business days. I still have not received a shipping label, so I am not able to return anything. I've called the company 5 times asking to speak to a manager, and every time I call they tell me the manager is "in a meeting." I am unable to return anything without a shipping label so I am seeking a refund. The last two times I've called, they put me on hold and then left me on hold indefinitely.

  Business Response

  Date: 07/20/2023

  We apologize for the inconvenience you faced with your purchase at ************ Out team reviews your account and our records indicate that your were successfully refunded for the returned items. We value your feedback and will work to improve our customer support. Thank you for bringing this to our attention.

  Customer Answer

  Date: 07/25/2023

  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

  Date:04/14/2023

  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 January 18,2023 I used my FSA money to purchase an item for $107.24. I have used the my item 3x and it stopped working. I have kept the item in the box it was bought in when not using it. So why it stopped working is unknown. I contacted the FSA Store April 11, 2023 and I was informed their policy is 30 days. They can not help me with my item. I was asking for a replacement not my money back. Using my FSA money they should help their customers more than turning them away. I am so upset and I feel they are stealing from me. Now I want my money back !

  Business Response

  Date: 07/12/2023

  Dear ******, 

  We apologize for any inconvenience you have experienced with your purchase from the FSA Store. We understand your frustration and would like to clarify our policy regarding warranty claims.

  While we are unable to directly honor the manufacturer's warranty, we encourage you to contact the manufacturer directly for assistance with any technical issues you may be experiencing. The manufacturer is best equipped to evaluate and address warranty claims and provide the necessary support. Please note that as per our policy, returns and replacements are accepted within 30 days of purchase.

  We appreciate your understanding in this matter. Should you require any further guidance or have any additional concerns, our customer support team is here to assist you.

  Customer Answer

  Date: 07/20/2023

  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:

   

  I am writing today to let you know that nobody has been in contact with me regarding my complaint and no monies have been reimbursed.

   

  This case should not be closed as it has not been resolved.

   

  Thank you, *****************************

   

   

   

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

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

  Business Response

  Date: 02/15/2024

  Dear *******
  
  Thank you for your message and for clarifying the situation further. We understand the frustration that arises when an issue occurs outside of our return policy and the limitations this poses on how we can assist directly with manufacturer warranties.
  
  As an e-commerce retailer, our capacity to directly manage warranty claims is indeed limited to the policies we have in place, which include a 30-day return window. While we strive to support our customers in navigating these situations, our guidance to contact the manufacturer is aimed at providing you with the most direct path to resolving warranty-related issues.
  
  We deeply regret any inconvenience this may have caused and understand that this may not have been the resolution you were hoping for. If there are other ways we can assist or support you within our policies, or if you have further questions, please do not hesitate to let us know. Our customer support team is here to help in any way we can.
  
  Sincerely,

  FSAStore Customer Care Team

  Customer Answer

  Date: 02/24/2024

  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:
  

  
  

  I paid funds out of my HSA knowing I would great service  I did not   They would not help me as it was just over 30 days  it’s been over a year now and I’ve lost my money and I don’t have an item that has ever worked   I expected great customer service from an HSA account but I didn’t  get that   I want my money back  

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:03/23/2023

  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.

  Made an online purchase of a ****** system with my wage works card and the order never processed, did get charged for it however. The transaction date was 2-14-23, Have contacted them shortly after to check on the purchase and was *********** did not go through and a refund was coming. Checked again 3-20 and still did not receive a refund, was talking to one of their CSR reps again and was told we would receive a call from a manager the next day and have still not heard back.The amount of the device was ******.

  Business Response

  Date: 07/12/2023

  Dear ******, 

  We apologize for the inconvenience you experienced with your recent order from our FSA Store. We understand that there were issues regarding the cancellation and refund process, leading to frustration on your part.
  

  Upon investigation, we found that the refund was processed on February 14, 2023, but unfortunately, there was a delay in the funds being credited back to your account. We acknowledge the difficulties you faced in reaching out to us and the lack of assistance provided, which we deeply regret.
  

  If you have any further questions or concerns, please contact our customer support team
  

  
  

  Customer Answer

  Date: 07/13/2023

  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:

   

  It has been 5 months, when do I get my refund back. This is ridiculous.
  

   

   

   

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

  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 02/15/2024

  Dear ******, 

  We understand your concerns regarding your purchase and the refund process. As previously communicated, we processed your refund of $131.43 on the same date as your order was placed. We sincerely apologize for any confusion or inconvenience this may have caused.
  

  If there are discrepancies or the refund has not yet been reflected in your account, we urge you to contact your bank or wage works card provider as there might be processing delays on their end.
  We appreciate your patience and are here to assist with any further questions or concerns you may have. Thank you for your understanding.
  

  Warm regards, 

  FSAStore ************* Team. 

• Initial Complaint

  Date:03/02/2023

  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 ordered over $600 worth of product from the online FSA store on 12/31/22 and never received shipment. I called in mid January to get an update because I saw on my shipping order online that they had a completely different address and town (which doesn't exist). I'm not sure where that information came from. I was told that it would likely come back to them and then they would reship with my correct address. I waited and heard nothing back from the company. I called back on 2/27 and I was told by ***** that a supervisor would call me back with in 24 business hours. It is now 3/2 and I am currently on the phone with ***** and she is refusing to refund or reship and I am not yet being connected to a supervisor.

  Business Response

  Date: 04/14/2023

  We understand that you have experienced some issues with the delivery of your order and we apologize for any inconvenience this may have caused you.
  We have reviewed your order history and found that the delivery was successfully completed to the address provided during checkout. We also sent notifications with the delivery status to the email address on file including delivery confirmation on January 14. Unfortunately the issue was not reported to us until over 30 days after the delivery date on 2/27 and we will not be able to reship or refund this order. Additionally there is a pending dispute on this transaction with your credit card provider. We appreciate your patience and understanding, we recommend that you review the confirmation email we sent to ensure that the address provided was correct.
  If you have any further concerns or questions, please don't hesitate to reach out to us. We value your business and we would be happy to help you in any way we can.

• Initial Complaint

  Date:02/23/2023

  Type:Delivery 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.

  Date of transaction: 02/22/2023 Order number: ******** Amount paid to business: over $600.00 Services and products: FSA Wex benefits card to get medical items.Purchased products this morning and I never received order confirmation email I would receive after placing order. Reached out via online chat with company, they declined/ refused to resend email confirmation, I asked for a supervisor they declined to connect me to one. They took money from my FSA benefits account, would not send me order confirmation, also I let them know from time of placing order from today, it doesnt show a processing / pending / and or authorization status on orders in my account unders order / tracking status.

  Customer Answer

  Date: 02/23/2023

  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

  Date:01/24/2023

  Type:Delivery 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 made an order (order #********) on 12/29/22. the order was received and 1 item was returned. I was issued a refund of $188.89. I placed a second order on 1/17/2023 (order #********) for $172.89, which was supposed to be taken out of my store credit and it was instead charged to my card. When ordering the web site said, "This will be taken out of store credit," as well as on my account next to the store credit it says, "your store credit will be used first during checkout." I immediately called as soon as the order was placed and was told this was a mistake and they would escalate the issue to supervisors to get it resolved and acknowledged it was supposed to come out of store credit. I heard nothing. I emailed them again on 1-19-2023, no response. I chatted on the website on 1-21-2023 and they again acknowledged it was supposed to come out of store credit but couldn't do anything but escalate the issue. Technically, I am out $188.89 because it sits there as store credit but can not be used and I am over drawn $14.78 on my FSA card.

  Customer Answer

  Date: 01/25/2023

  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

  Date:01/19/2023

  Type:Delivery 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.

  On Dec. 31, I ordered a pair of glasses from the optical arm of the FSA store for $392.00. On Jan 5, a representative reached out to clarify whether I wanted single vision or bifocals. I had ordered single vision, but replied that bifocals would be Ok and asked how I should pay for the extra cost. It is now Jan 18 and I've had no reply. The order status on their website shows "issue with order," which I assume is the outstanding question about lenses. I have replied twice more to that original email asking for a status update; I have used the online "contact us" form and have sent an email to the online email address provided. I have tried calling, multiple times to every number I can find for the company, but "calls cannot be completed" no matter which number I try. At this point, I'd either like my glasses within the next week or just get my money refunded. Thanks for any help you can provide.

  Customer Answer

  Date: 01/22/2023

  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,
  
  **************************************