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:11/05/2024

  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 ordered a product on their website on 10/26/24 and paid for premium shipping. My confirmation said it would ship by 10/27/24 and be delivered by 11/2/24. I reached out to customer service via the address on their website on 11/3/24 and it came back as undeliverable. 11/4/24 I requested information via the chat function, filled in the required info, received an email that they will reach out to me during the business day, but have not received any followup.

  Business Response

  Date: 11/05/2024

  Hi L**** - 

  
  We are sorry that you have not received a response back from the customer service team.  We were able to locate your order and see where the issue is. these products are custom made and sewn and take approximately 16 days to process prior to shipping.  Your order is still in processing.  

  We have a couple of options - we can reach out to our team that handles the cut and sew process to see if we can cancel your order and issue you a refund for your order in full.

  If we are not able to cancel your order, we are happy to refund you a portion of your shipping.

  Please let us know how you would like to proceed.

  Business Response

  Date: 11/25/2024

  **** - 

   

  We are showing your order was already shipped out on 11/11 via **** tracking # ****************************** and was delivered on 11/18.  You can see the tracking information here:  ****************************************************************************************.  As a courtesy for this inconvenience, we have refunded your shipping.

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I would still like an apology and for them to change the language on their website about when products actually deliver.  
  
  
  
  Regards,
  
  
  **** *****
  

• Initial Complaint

  Date:10/22/2024

  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 10/13/24 I ordered a ****** *** costume from this, let’s call it a “business”. I have never received this item. I emailed the business and was promised someone would investigate and call me back. I never received any further communication.
  
  The USPS says a label was created 10/15 but nothing was shipped.
  
  I guess the only way to reach this business is a complaint so here we are.
  
  I want a full refund or I will absolutely dispute this charge with my credit card company for a chargeback.

  Business Response

  Date: 10/23/2024

  Hi **** - 

  
  We apologize you did not receive your item. It does look like this was shipped out via *** ECommerce to be delivered by USPS ( ************************************************************* ) but this was lost in transit to the processing center. It is possible you may still receive this item - however, we have gone ahead and refunded your order in full for the delay and the issue with you receiving your order. Please allow 5-7 days for the refund to be returned back to the original method of payment.  In the meantime, you should have received a confirmation email to the email address used to place your order confirming the refund in full.

  We apologize again for the delay and your order being lost in transit and appreciate the order placed with us.
  

  Customer Answer

  Date: 10/29/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** *******
  

• Initial Complaint

  Date:09/21/2024

  Type:Billing 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.

  Purchased a Cartman towel from the South Park store discounted at 34 and shipping and tax led to 43 bucks, which is 86 cents above the regular price. I request an IMMEDIATE refund and the towel be shipped to me for free of charge. Thank you.

  Business Response

  Date: 09/22/2024

  Hi ******** - 
  
  We are sorry to hear you are not happy with your purchase placed on 9/20 that was still unshipped as it was in processing. Fortunately, we were able to cancel and refund your order before it was processed. Please note for future orders, the price of the item you are purchasing does not include the cost of shipping. That is calculated during check out and is based on your address. We are unable to refund you the full purchase of the item you originally purchased and still ship you this item.

  Your refund has been processed as of 9/22/24 in amount of $43.89 back to your original method of purchase. Please allow 5-7 business days (or sooner depending on your financial institution) for this refund to be processed back to your original method of payment.

  We apologize again for any inconvenience and appreciate previous orders you have submitted.
  

  Customer Answer

  Date: 09/22/2024

  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.  I apologize for any  messages I have sent to the business.
  
  
  
  Regards,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:09/16/2024

  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.

  Hello I am writing this review to acquire a refund on a pre-order that I made back in February 2024. The item was supposed to be shipped in July 2024 and it was. I had to contact the **** gear shop customer support And ask about my two items. After contacting them, they told me that the item was delayed and will be released 4 yo 6 weeks later in August 2024. Also, I had to contact them No one ever told me that this item was being delayed. After that time has passed, I emailed them again and they told me that they We’re having issues with the supplier, and the item was being canceled and refunded to me. After waiting for the refund, I never received it. So I contacted customer support again and they got back to me September 9 and told me that I should have a refund to my ****** in 3 to 5 days. It has been a week and I still have not received a refund. I don’t understand how this is acceptable and I just want my refund and I will never shop here again. My order number is *********.

  Business Response

  Date: 09/16/2024

  Hi **** - 

  Thank you so much for reaching out to us regarding your refund. We confirmed with our customer service team that your refund was issued manually through ****** due to the time limit that our order management system places on refunds. Our CS team has confirmed that the ****** was sent through to your ****** account email address that you confirmed with that team.

  ****** is generally fairly quick to complete a refund - normally 3-5 business days at the most.  If you do not receive your refund, please let us know so we can assist you further.

  Thank you for your patience and we apologize again for any delay you may have experienced in your refund.
  

  Business Response

  Date: 09/23/2024

  Hi **** - 

  
  We apologize for this and did not realize that ****** was going to assess a fee for a refund.  We are going to go ahead and refund you 4.50 which will cover the refund of the fee plus any fees assessed by the 2.99% charge assessed.  Please give this refund a couple of days to process.

   

  I have attached the image of the refund that was sent through ****** for verification.  Thank you again for your patience and we apologize for the error.

  Customer Answer

  Date: 09/30/2024

  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.

  This is my opinion of the whole situation. I firmly believe that it should of not had to come to this to get my get my refund after contacting their customer support through email. This all could of been avoided if proper communication was made to let me know that this item had a production issue and was not going to be shipped. Again, I want to let you know that I had to go to them and email them to find out what is going on with my order they did not contact me first. There should be a revamp of the email customer service support to have proper communication and confirmation of results and faster handling of issues. I will never buy from this company again after this and will use word of mouth to inform other people not to and show my situation as proof to avoid them. Issued is solved but I am still not happy with how it went.

  
  
  
  Regards,
  
  
  
  **** *******
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Billing 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 no idea who this business is or what it does. I did not knowingly enter into a business contract with them and believe they charged my credit card fraudulently on the following dates and amounts: July 15, 2024 ($102) / August 20, 2023 ($112) / July 30, 2023 ($110) / June 25, 2023 $110). These are the only confirmed amounts I can locate since my statements don't go back further than 2023. I demand a refund of $434, a cease of all future charges, and deletion of my information from all company and shared databases. Failure to do so will result in escalation to a complaint with the **** ******** ********* ******. Thank you.

  Business Response

  Date: 08/26/2024

  Hi ********* - 

  We are not showing any information on our side indicating these charges.  Can you please provide additional information from your bank statement indicating what these charges are for?
  

  Your bank statement should have a breakdown of company name and phone number as well as specific dollar amounts. This will help us with determining what you were charged and how we can assist you further.
  

  Thank you!
  

  Customer Answer

  Date: 09/05/2024

  
  
  I spoke with *** in your office this afternoon, and would like to re-open this complaint based on the fact that I did not receive your request for information dated August 26.
  I have attached a screen shot of unauthorized charges by Snow Commerce dating back to 2023 in the amount of $434. When entering www.snowcomme.oh in ******, the website that pops up is Snow Commerce.
  I demand reimbursement in this amount, and removal of my credit card information from their database. 
  Once again… I have had no communication with this company. 
  If Snow Commerce refuses to acknowledge that these charges are fraudulent, or does not make me whole and discontinue the billing process, please provide me with contact information for the **** Attorney General’s Office as I will be filing a Complaint with their office.
  Thank you,
  ********* ******** 
  ###-###-####

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22180279, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ********* ********

   

  I have attached a screen shot of unauthorized charges by Snow Commerce dating back to 2023 in the amount of $434. When entering www.snowcomme.oh in ******, the website that pops up is Snow Commerce.
  I demand reimbursement in this amount, and removal of my credit card information from their database. 
  Once again… I have had no communication with this company. 
  If Snow Commerce refuses to acknowledge that these charges are fraudulent, or does not make me whole and discontinue the billing process, please provide me with contact information for the **** Attorney General’s Office as I will be filing a Complaint with their office.
  Thank you,
  ********* ******** 
  ###-###-####
  
  

  Business Response

  Date: 09/06/2024

  Hi ********* - 

  Thank you for sending over the screen shot - unfortunately, this is not providing us enough information to locate any charges under your information.  These are showing as authorizations, not settled charges.  Can you confirm if you reached out to your bank to dispute these authorizations and to confirm if these authorizations fell off of your account and did not settle as purchases?  This would be the first step you should take if there are disputed charges that you do not recognize.

  Can you confirm if anyone else may have access to your credit card information or made a purchase under a different name?

  Thanks!
  

• Initial Complaint

  Date:08/19/2024

  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.

  On March 23rd I purchased merchandise from an online store they are contracted to run by ***** *******. When I ordered it said my order wouldn't arrive until August 3rd thru 7th. I still have not received what I paid for. I have proof that it cleared and the money was taken from my account. My order number was *******. Any time I have tried to search my order thru the online store it keeps telling me I have no orders.

  Business Response

  Date: 08/26/2024

  HI ****** - 

  We are so sorry you haven't received your order yet - this item was purchased during our second wave of orders and has been on Preorder pending shipment from our supplier.  This is scheduled to be shipped out this week. In the meantime, if you would prefer a full refund, we are happy to go ahead and issue a full refund and cancel the order. You can either reach out to customer service or send a message back via this complaint and I can make sure that this is taken care of for you.  Please let us know how you would like us to proceed.

  
  Thank you!

• Initial Complaint

  Date:07/15/2024

  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.

  On July 4, 2024 I contacted *********** shop customer support for informational assistance on a slow cooker product. My questions were "(1) Where is the product manufactured? (2) What country?"
  There response was that the slow cooker is designed and produced in the USA. However, the produced is made in CHINA. There response is willfully dishonest, and unacceptable customer service. Therefore, this unsatisfactory response requires an immediate total refund of $78.19.
  Note: I have several email correspondence for your review. I will need and email address so I can send them to you. Thank You.

  Business Response

  Date: 07/16/2024

  H* *******, 

   

  We are sorry that you received the incorrect information regarding the item that you purchased and certainly understand the frustration.  We are including a return shipping label for you to return your item back to us at no charge for a full refund.  In the meantime, we have gone ahead and refunded your shipping so that once we receive your item back, the remaining can be refunded.  You can access your shipping label here :

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

  Or we have attached the PDF to this complaint response.  

  If you have any questions or additional concerns, please feel free to reach out to our customer support team.  We apologize once again that you were provided incorrect information.

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  "The Business response does not demonstrate Good Faith in clearly ensuring that I will be provided with a Total Refund of $78.19.  The willful dishonest responses from their representative at ************ shop created this whole issue. The customer should not suffer and be made whole for this unacceptable customer service. 
  

  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 07/16/2024

  H* ******* - 

   

  We have already issued a refund for your shipping.  We are happy to provide a full refund upon returning the product back to us.  We are unable to refund back for the product before this item has been returned.  We apologize for this inconvenience and appreciate your quick response.  Once we see that you have submitted this item back to us, we will go ahead and issue the refund immediately back to the original method of payment.

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Note: My credit card was charged a total of $78.19, and it appears that the business will issue a refund of $22.31. "Upon the item being returned I want the company to provide me with a written guarantee that I will be refunded an additional $55.88. Not Less!

  "Please confirm this $55.88 Refund guarantee."  
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 07/17/2024

  H* ******* - 

   

  Once we have confirmed that you have sent back your purchase, you will be issued a refund for the remaining amount.  The amount returned was the amount of Shipping that you paid for your order. The remaining is for the actual item. Unfortunately, we can not issue you a refund for the item until we have confirmed you have returned this item.

• Initial Complaint

  Date:06/25/2024

  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.

  Originally placed an order for two items on June 3rd, 2024. One of these items was a framed picture that cost over $77 before tax and shipping. It was delivered June 7th, and the photo in the frame had a big mar in the middle of it that looked like someone had dropped the frame on the photo before proceeding to frame the photo and send it out. I took photos and contacted customer support. I offered to send the item back for a replacement, but they were just going to send me a new one. Sounded fine to me, but they stated multiple times in their email I’d receive follow-up info with tracking, etc. after a week went by I hadn’t hear anything I emailed them again, only to have them tell me the reshipment had been unable to be delivered due to insufficient address. At this point they offer a second reshipment or a refund. I stupidly asked for another reshipment as I really wanted this photo meant to be displayed without a glaring defect. I inquired about tracking 5 days ago and still have no response.

  Business Response

  Date: 06/25/2024

  Hi ****** - 

  We are so sorry this happened.  We are requesting another shipment to be sent to you (please let us know if you want us to change the address this is sent to).  We have also gone ahead and refunded the full amount of shipping as a result of this issue.  We sincerely apologize for this inconvenience and appreciate that you have reached ou to us to provide an opportunity to correct this.

  If the second replacement shipment does not work, please reach out to our customer service team with the BBB number and request a refund for this item so that we can quickly get you a refund. 

  Please allow 5-7 business days for the reshipment and 5-7 business days for the refund of the shipping charges.
  

  Customer Answer

  Date: 06/25/2024

  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. 
  
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:12/11/2023

  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.

  Date of transaction - 6/20/23
  amount of money - 98.48
  what the business committed to provide you - refund
  nature of dispute - refund needed
  whether or not business has tried to resolve problem - no
  order number - *******
  return tracking number - **********************
  
  Order arrived late, was supposed to be Father's Day gift. Item was advertised as such as well. Item arrived after Father's day. Refused delivery of package, received tracking number back to original address. Sent tracking number to support department. Received nothing. No human communication period. I communicated that I would be satisfied with an account credit as well, still no human communication.

  Business Response

  Date: 07/19/2024

  
  
  The refund was processed on 1/31/24 via ****** to ********************* in the amount of 98.48.  I am enclosing a snippet from the ****** reimbursement:
  
  Thanks

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  

  They did refund my money, but did not notify me of any action that was taken.
  

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Regards,
  
  
  
  ***** *****
  
  

• Initial Complaint

  Date:07/05/2023

  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 placed an order for two items i have yet to receive them this is a fraudulent business. I never received what I paid for. Very horrible customer service they don’t answer emails.
  ORDER *********

  Business Response

  Date: 07/07/2023

  Hi - 

  
  We are sorry to hear that you did not receive your order.  We are showing both items were shipped out and delivered to the address on your order. The first one, a black graphic desk mat was delivered on 5/23/23 at 2:56 pm EST to the address on the order under DSL tracking info ********************************************.  The second item, a set of Halo 20th Anniversary Playing Cards was delivered on 5/18/23 via USPS tracking ************************************.  this was delivered to the address on the order at 3:41 pm EST.

  As a courtesy, we have refunded your order in full and apologize that you did not receive the order that was delivered to you.

  That refund notification should have been received on 7/7/23 with a full refund notification.