ComplaintsforOnline Stores PA LLC

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a pair of shoes on 2/19/94. They say they were delivered, but I received no shoes. Requested a refund because ordered somewhere else. Never did receive the shoes to return. Paid $122.68 for the shoes and don’t believe I should eat this cost.

  Business response

  03/29/2024

  I do apologize, we have a POD that we have attached with a picture of the door package was left at and have filed a claim with the carrier. Once claim is complete refund will done. We apologize and will follow up with customer concerning the claim.
  
  In FedEx possessionAt FedEx location
  CHARLOTTE, NC
  2:20 PM
  
  Shipment information sent to FedEx
  
  2:20 PM
  
  In FedEx possessionAt FedEx location
  HUNKER, PA
  2:54 PM
  
  Picked up
  FORT MILL, SC
  7:23 PM
  
  Arrived at FedEx location
  FORT MILL, SC
  7:25 PM
  
  Shipment arriving On-Time
  FORT MILL, SC
  7:51 PM
  
  Left FedEx origin facility
  FORT MILL, SC
  Thursday, 2/22/24 4:10 AM
  
  Arrived at FedEx location
  CHARLOTTE, NC
  7:14 AM
  
  Departed FedEx location
  CHARLOTTE, NC
  7:28 PM
  
  Arrived at FedEx location
  PLAIN CITY, OH
  11:18 PM
  
  Departed FedEx location
  PLAIN CITY, OH
  Friday, 2/23/24 3:11 AM
  
  At local FedEx facility
  COLUMBUS, OH
  3:11 AM
  
  Arrived at FedEx location
  COLUMBUS, OH
  3:38 AM
  
  On FedEx vehicle for delivery
  COLUMBUS, OH
  10:46 AM
  
  DeliveredLeft at front door. Signature Service not requested.
  Johnstown, OH

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 23 I placed an order ************ with Northline Express. They had approximately half of the components in-house and I believe split the remaining components between two other vendors. I have received all of the components Northline had in-house and one of the vendors quickly. All of the components from the second vendor are missing in actions. I have contacted Northline Express multiple times to try to get an update or an ETA on the missing components. Every time they say they will email the vendor and get back to me within 24 to 48 hours. So far they have yet to contact me back with any update in regard to those missing components. One time they sent me the shipping information for an item which I already received the week prior. I contacted them via phone the last week of Nov. They said I should receive word back by the following Monday. When I didn't receive any word back I requested information again via their email interface on their website. I didn't receive any word back within 48 hours so later that week I called them again. Again they said they would contact me within 24-48 hours. Shortly after that phone call someone called me in regard to the email entry. They didn't seem to understand what was going on as they just wanted to email me the tracking information for the one vendor order which had been received the week prior. Seeing no update on the remaining components today I decided to cancel the remaining portion of the order. Again they're telling me it will take 24-48 hours to do this. At this point I just want a certainty of cancellation and refund for the amount related to the components that have not shipped. I was planning to have my fireplace installed and operational by now. I'd like it in place for Christmas but I don't know that will be possible now, especially if I have to wait another 2+ days to know the order has been cancelled and then order from a different company.

  Business response

  12/12/2023

  I do apologize, we did not hear back from the other location about the shipping of the missing items.   We will get you refunded for all items not shipped and we will reach out to the customer today.   

• Initial Complaint

  11/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed an order from Northline Express aka Online Stores PA LLC on September 7, 2023 for the Osburn 3500 EPA Wood Burning Stove Insert - ******* (Accessories: Black Door Overlay - *******, Rigid Firescreen: No, 5" Fresh Air Intake Kit Oval: No, Optional Accessories: None, Faceplate: Medium faceplate 32"x44" *******, Faceplate Trim: Black Faceplate Trims 32" x 44" - *******), for the amount of $3,434.20. At this time, the expected delivery date was November 6th, so we set up installation of the unit accordingly based on the expected delivery date provided. The wood stove was actually delivered on October 5th, more than a month earlier than expected. On October 17th and November 12th respectively, I contacted the helpdesk email regarding the bent side panel (1 of 3 side panels bent) and missing door overlay. There has been no resolution on either of these issues since contacting the helpdesk besides that Northline is "waiting for tracking from the vendor". What tracking are they waiting for? This has not been communicated. On November 5th, the helpdesk email was contacted regarding a warranty claim to be made for the nonfunctioning fan, which has never worked since the unit has been installed. Osburn covers the fan through the warranty provided with the purchase. No update has been provided from Northline on this issue. Attached to this claim, I have also provided a picture of the packing slip provided with the wood stove upon delivery. All in all, this has been a horrible experience, and I would never order anything again from Online Stores PA LLC, Northline Express, or their affiliates.

  Business response

  11/24/2023

  Thank you for speaking with us today.   We are waiting on tracking for the replacement blower and as soon as we do have the tracking we will get that over to you.   We have also applied the 30% refund back to  your card. 

   

   

• Initial Complaint

  11/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My husband ****** ********* & me placed an online order with Northline Express for a YardSaver & 10x16 shelter on 10/7/2023. We received the YardSaver. We received an email that the 10x16 would be arriving via Este Freight. On 10/19, we received 3 boxes from FedEx which were labeled Shelterlogic. The box of poles was damaged so the shipment was rejected. After the Este ship arrived, we saw that it was not a complete unit. I called cust serv. asking them about the FedEx ship. & on 11/6 I got an email stating the vendor was unaware of the FedEx ship. I was asked to email the paperwork & pictures which I did on 11/6. On 11/9 I called again & spoke to Jamie who couldn’t open the pictures so I re-sent them. She said she’d get the info to the vendor. After no follow-up, I called on 11/15. I got Jamie again & she said that she would reach out to the person internally that contacts the vendor & mark it as a priority. She called me back an hr later & told me that it would be delivered that day. I asked her for the tracking info. She said that she didn’t have it. I called back later in the day to get the tracking info & spoke to Jennifer who said that it had shipped. I again asked for tracking info, which she didn’t have. She stated that they probably wouldn’t know anything until 11/17. On 11/20, I called since I didn’t hear anything & spoke to Marcie. She had no new info & wasn’t able to tell me if it had shipped. I told her that I wanted to cancel the order & be issued a refund. She said she understood & would also provide me with a return label for the box that I had. She said that it was showing out of stock but shows available online. She said that she would monitor the acct & mark the request as a priority & would get back to me in 24 to 48 hours (2 days). I am convinced that this is a stall tactic & that if I never reached out again, they would never cancel the order, never send me the product & never refund my money. Amt paid is for this unit incl. discount & tax.

  Business response

  11/24/2023

  I do apologize, I do show the rep reached out to the MFG and has not had a reply.    I am having prepaid labels issued and emailed to you to return at no cost. We will also get the refund issued.   Once again we apologize for the missing item.   

  Customer response

  11/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted this business for stove pipe. They offered a service where if I gave them a sketch and measurements, they would make a list of all the parts needed to do my job. I sent the sketch and measurements, they sent back an email with a list of links to the parts I would need. I copied and pasted these into the online shopping cart and made the order. On receiving the order and unboxing it I realized they had sent a part (they gave me a link to) that was not compatible to any of the others. I tried to call them, no answer, I left a voice mail. Several days later I got an email telling me, "you can pay the shipping and return this" even tho it was their mistake. Again they don't answer the phone, I emailed and outlined how it was their mistake not mine and received no response. I finally shipped it back to them (at a cost of $151.57). They received it at their dock on 10/09/2023. Three days after I shipped it, they finally wrote and said they would send a shipping label! I replied to that email as well and have heard nothing in return. I want refunded for the wrong part they told me I needed as well as what it cost for me to ship that back. Total of $508.55.

  Business response

  10/19/2023

  We do apologize for our mistake and have issued 2 separate refunds   ******* ******
  ******* *******    

  Customer response

  10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought two pair of clearance jeans from them. The size on site and the tag on the items said 30 length, but they are clearly 32 as I have 6 pairs of same at 30 length. They denied a return as their policy says no clearance item’s returned. The fact is they sold an incorrect item so I didn’t get what I ordered. Their policy is irrelevant when they sell an item that is clearly a factory error in labeling and tagging. They will not call me back.

  Business response

  10/04/2023

  We do apologize if the incorrect size was sent I do show that we asked for pictures of the sizing to help get this taken care of.  Once we do receive the pictures we will be back in contact with you.   

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the SkeeterVac SV5100 from them on March 21st. I put it out at the first sign of mosquitos (May 1st) and it didn't appear to be working very well. Per the instructions I waited one month before expecting to see results. It has caught no mosquitos, and I believe it to be defective. When I contacted Northline Express I received a very short response from a NO REPLY email stating I am outside of the 30 day return policy and there is nothing they can do. Their website has text posted several places that says the following: "SATISFACTION GUARANTEED. We stand behind everything we sell! If you are not satisfied with your purchase, return it for a full refund. Click for details." "Warranty On All Products, we stand behind everything we sell 100%". I am finding these claims to be completely false, and believe they are deceptive and should be removed.

  Business response

  06/14/2023

  I have reattached the documents

  Business response

  06/14/2023

  I do apologize, I have had a call tag issued to get the item back and once received we will then issue a refund.   Issued
  UPS call tag: ******************
  Will
  make 3 attempts.  Please have item ready for pickup starting today.   I
  have also attached the Satisfaction Guaranteed page.  if you click for
  details it will take you to the page that explains the return policy.Tell us why here...

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased $1008.93 of light fixtures in January from Online Stores for a small commercial project. Fixtures were installed within two days of receiving them. The fixtures went bad one after another, blinking on and off. Every fixture from the order eventually stopped working. Almost immediately, I made multiple phone calls and emails to Online Stores. Also, multiple three hour round trips to jobsite trying to diagnose problems using meters and thermal equipment on Online Stores defective fixtures, all at my expense. Online Stores froze my project for several weeks while I waited, as I didn't know if they would refund or replace and they didn't respond except to say they were working with the manufacturer. I was threatened with lawsuits by owner and GC if I didn't finish the project, as I was holding up the opening of a new store. I couldn't finish project because Online Stores ignored me and kept saying they were working with the manufacturer for several weeks. I eventually replaced the fixtures at my expense and asked Online Stores if they wanted the defective fixtures back in order to get a refund. They admitted in email that the fixtures were defective and stated they would refund, but never asked for fixtures back when asked specifically by me. Months later Online Stores still refuses to refund because they claim I have the defective fixtures that were thrown out after being replaced. I suspect Online Stores stalled for three weeks because they were trying to cover their back side financially and secured a refund from the manufacturer for my defective fixtures, yet refuse to refund my money. I have email back up of everything except for the previous sentence, which is speculation based on years of experience dealing with lowlifes such as this. They stole $1008.93 from me. Don't do business with these lowlife, slimeball fraudsters.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want refund I email on line stores they give me excuse we can't money on hold go2bank said no it's not this company won't give my money back I send purchase back refused return to sender in Feb 2023..I want full refund

  Business response

  03/20/2023

  Customer refused the delivery of the item and filed a charge back.   Once the charge back is filed we are not able to refund we have to submit through the charge back the information.   Customer called us and advised that she contact the bank and removed the charge back we replied back to the charge back with this information.    
  
  
  Customers bank then called us on 3/16 and advised they would continue the investigation.   
  
  Advised she wanted to cancel after order was shipped and refused shipment then held on to the item do to not wanting to pay shipping back and that is in are return policy- and there are fees for refusing it -we offered a label but she refused packaged do to not wanting to pay for the label.
  
  Bank asked if there was return policy for the customer placing the order
  
  advised she had to agree to our terms and condition when checking out and that is our return policy and that we cant cancel orders once they are shipped.
  
  I would gladly refund, but being charge back is still pending we can not it will not let us.  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Spitfire Fireplace Heater. This product is a fireplace insert to warm up from the fire and disperse warm air into your home. The fire does not stay lit. We tried for many days and may ways to keep the fire lit. The longest we had the fire going is 5 minutes. I called the company for the return. Amanda from Northline Express told me it is not their problem that the fire doesn't stay lit and if we used the product at all that it was not returnable. I informed her that you would not know if the product worked or didn't work if you didn't use it. She said once again it was not their problem. The following is actually their website. Guarantee NorthlineExpress has an A rating with the BBB and we have a policy to keep the customer happy even if we lose money, it just makes life easier. When you call our company you'll talk to an individual who is always looking out for your best interest. We take pride in making customer satisfaction our personal responsibility and we stand behind each and every product and guarantee them with a promise that your order will arrive free from manufacturing defects and ready to improve your quality of life. Our products are returnable for 30 days after the date you receive your merchandise and are fully guaranteed by the manufacturer. If for any reason you are not satisfied with your purchase, our friendly customer service representatives are standing by and are eager to help you in any situation. We are here to take your calls Monday –Friday from 9AM-6PM, also on Saturday from 10 am -3pm EST. We are always available 24/7 on the web.

  Business response

  02/28/2023

  We do apologize,  We did check into this when the customer called being we have never had a complaint like this.   We were advised that the tubes have nothing to do with the ability to keep the fire going and feel it is user error.   Customer can return the product following our return policy that I have attached. We also advise customer of the terms and conditions on the site and customer must click that they understand terms before order will and can be placed.  Full terms and conditions for returns are attached and an outline listed below.
  
  If you are not 100% satisfied with your purchase upon receipt you may return your new, unused purchase for an exchange or refund within 30 days after the date you receive your merchandise. You will be responsible for the return shipping, and if the product is used or not returned in its original, re-useable packaging, we reserve the right to charge a 15% restocking fee.
  If the product has been used, we reserve the right to deny your return, or charge a restocking fee of 15% in addition to the initial shipping as outlined below. You will still be responsible for return shipping. Used products returns will be approved on a case by case basis at our discretion

*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. ↩