Complaints

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• Initial Complaint

  Date:09/19/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 hired Marketplace Launch to set up and manage an Amazon store under a written agreement dated Feb 11, 2025. Per the company, the 120-day performance period began Mar 22, 2025. I also funded an inventory budget of $4,347.50 on Mar 22, 2025.
  
  On Apr 4, 2025, Amazon deactivated the store citing an “inauthentic item” complaint. Throughout April–June I repeatedly asked Marketplace Launch (via email, Slack, and SMS) for a clear recovery plan, documentation, and appeal status. Updates were vague and sporadic, and appeals were not submitted with the frequency they themselves said was required.
  
  On Jul 20, 2025, I terminated the agreement. The company formally acknowledged termination in writing and stated that, under the “Refund and Guarantees” clause, a refund would be issued within 45 days via Relay. They also stated they would refund the inventory budget ($4,347.50) minus any sales during a short liquidation window.
  
  I completed the Relay banking form on Aug 15, 2025. The $5,000 service-fee refund has since posted to my bank account. However, the inventory refund remains unpaid. Accounting emailed that the inventory portion would be ready by Sep 12, 2025, but tied it to a third party’s buyer payout. I have repeatedly requested a simple ledger (SKUs, units sold, units remaining, sales total, net due) and payment confirmation/ACH trace for the inventory refund. As of today, I have not received the ledger or the inventory refund, and the Sep 12 target has passed.
  
  I am filing this complaint because the business accepted termination and promised, in writing, to refund the inventory budget within their stated timeline, but has not delivered and has not provided the basic ledger documentation supporting any deduction from the $4,347.50. I will attach the contract, the inventory invoice, the company’s written termination/refund acceptance, Accounting’s email setting the inventory payment date, and my dated requests for the inventory ledger and payment details.

  Business Response

  Date: 09/22/2025

  We appreciate the opportunity to respond and to resolve this matter professionally.
  
  1) Service-fee refund already issued
  As the client notes, the refund for services under the Agreement has been paid in full via Relay. This aligns with our written commitment following the client’s termination notice dated July 20, 2025.
  
  2) Inventory funds governed by liquidation terms
  From the outset, the client was advised that any refund of the separate inventory budget ($4,347.50) would depend on liquidation of the inventory purchased on the client’s behalf. The client was offered the option to (a) take possession of the inventory at their expense, or (b) authorize us to liquidate it for them. The client declined shipment and elected liquidation.
  
  3) Liquidation status and timing explanation
  We proceeded with liquidation and kept the client updated that a third-party purchaser was waiting for their platform disbursement before remitting payment to us—after which we would immediately release funds to the client net of any sales/fees. While the client requested a next-day update by noon, the timing of purchaser payouts is not controlled by us. Nonetheless, we continued to provide status updates as we received them.
  
  4) Ledger access provided (format expectations)
  We granted the client access to the live inventory ledger reflecting SKUs, units, movements, and sales/returns as recorded. The client has asked for the data to be broken down in a different format. We are willing to provide a simplified summary (SKUs, units sold, units remaining, gross sales, fees, net due) that mirrors the client’s requested layout, drawn directly from the same ledger data.
  
  5) Current position & good-faith resolution
  We intend to release all net liquidation proceeds to the client promptly upon receipt from the purchasing party in accordance with the agreed liquidation process.
  Alternatively, if the client now prefers to take possession of any remaining inventory rather than continue liquidation, we can arrange shipment at the client’s expense.
  
  Proposed path forward (to close this out):
  We will provide a simplified, easy-to-read ledger summary derived from the existing ledger the client already has access to.
  
  Upon receipt of the purchaser’s payout, we will transmit the net liquidation proceeds to the client without delay pursuant to the Agreement and liquidation terms.
  
  If the client elects shipment instead of continued liquidation, we will coordinate freight pickup upon receipt of the client’s chosen carrier and account number.
  We remain committed to a timely and fair conclusion consistent with what the client agreed to: the services refund (completed) and the inventory refund contingent on liquidation (in process).
  
  We welcome BBB to share this response with the client so we can finalize the preferred option, continued liquidation with payment upon disbursement, or immediate shipment at the client’s expense.
  
  
  

  Customer Answer

  Date: 09/24/2025

  
  
  Complaint: ********
  
  

  Thank you for the reply. I want to resolve this quickly and amicably.
  - I confirm the $5,000 service-fee refund was received.
  - The inventory refund ($4,347.50 minus any documented sales) remains unpaid, and your 9/12/2025 target has passed.
  - I have not received access to any “live ledger.” If access exists, please share the link/credentials. I’m fine with the simplified summary you offered (SKUs, units sold, units remaining, gross sales, fees, net due vs $4,347.50).
  

  Proposed resolution (cash only):
  1. By Friday, Sept 26, 2025 (5:00 pm CT): Provide the simplified ledger described above (or link/credentials to the ledger you say already exists).
  2. By Monday, Sept 29, 2025 (5:00 pm CT): Pay the net due by ACH and email the ACH remittance (NACHA trace) and initiation timestamp.
  

  If the ledger cannot be produced by Sept 26, then to avoid further delay:
  - Pay $4,347.50 on Sept 29 and provide the ledger within 14 days; I will true-up any documented deduction upon receipt.
  

  For clarity, I am not electing shipment of inventory. Please designate a single point of contact and provide brief status until payment is completed.
  
  
  
  Sincerely,
  
  ****** *********