ComplaintsforBig Cartel, LLC

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Scammed by Facebook Shoe Headquarters

  Business response

  11/27/2023

  Hi ******* - 

  We’re so sorry to hear you haven’t received your order from the shop you purchased from. To clarify, Big Cartel is a software company that powers nearly a million online stores around the world, but we are not directly affiliated or associated with any of these stores.

  Since we do not play a role in the order fulfillment process or manage store operations, we are unable to provide product or shipment details, issue refunds, modify orders, process returns, or put you in contact with a store owner (whether they are a past or present seller) for orders placed through a store using our software.

  If you’re looking for help regarding a missing order, we’d recommend filing a chargeback with your bank or card provider for the payment made to that shop if your goods have not been received. Please see the resources we’ve put together at the following link on how to start that process: *****************************************

  You can also register a formal complaint so we can keep a record of this on file: *********************************************************
  

  The vast majority of shops using Big Cartel to run their businesses do right by their customers, so it’s definitely a bummer to hear about these cases. We hope the resources above can point you in the right direction for getting your money back if the seller does not come through with a refund or fulfilling the order.

  Customer response

  11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer response

  11/27/2023

  On September 2 2023 I purchased 2 pair of sneakers from Shoe Headquaters/Big Cartel of Los Angeles California

  It was on Facebook and I NEVER received my paid items only to be told that the "tracking number" will be sent to me

   The last email from the "owner" was it will be sent. After October 19 2023 I never heard from them again

  Business response

  12/06/2023

  Hi there-

  We’re so sorry to hear you haven’t received your order from the shop you purchased from. To clarify, Big Cartel is a software company that powers nearly a million online stores around the world, but we are not directly affiliated or associated with any of these stores.

  
  Since we do not play a role in the order fulfillment process or manage store operations, we are unable to provide product or shipment details, issue refunds, modify orders, process returns, or put you in contact with a store owner (whether they are a past or present seller) for orders placed through a store using our software.

  
  If you’re looking for help regarding a missing order, we’d recommend filing a chargeback with your bank or card provider for the payment made to that shop if your goods have not been received. Please see the resources we’ve put together at the following link on how to start that process: *****************************************

  
  You can also register a formal complaint so we can keep a record of this on file: *********************************************************

  
  The vast majority of shops using Big Cartel to run their businesses do right by their customers, so it’s definitely a bummer to hear about these cases. We hope the resources above can point you in the right direction for getting your money back if the seller does not come through with a refund or fulfilling the order.

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: it was a sneaker website and not a software company 

  The NYC email is how I talked to the person, who sold me the sneakers. I have emails from September 2, 2023- October 19 2023 when he promised a shipping date and after that communication stop

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

  Customer response

  12/15/2023

  The website I bought the sneakers was off 

  ,Show Headquaters via Facebook page

  The r is missing, I know. I asked about that.

  The email I communicated with seller was

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

  And we communicated up until 10/19/2023

   

• Initial Complaint

  05/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pre ordered short in March that was suppose to be delivered on April and has not arrived yet, I have reached out to the company 2 times with no response order # ZSBQ-******

  Business response

  06/06/2022

  Were so sorry to hear you havent received your order from the shop you purchased from. To clarify, Big Cartel is a software company that powers nearly a million online stores around the world, but we are not directly affiliated or associated with any of these stores. 
  
  Since we do not play a role in the order fulfillment process or manage store operations, we are unable to provide product or shipment details, issue refunds, modify orders, process returns, or put you in contact with a store owner (whether they are a past or present seller) for orders placed through a store using our software. 
  
  If youre looking for help regarding a missing order, wed recommend filing a chargeback with your bank or card provider for the payment made to that shop if your goods have not been received. Please see the resources weve put together at the following link on how to start that process: https://help.bigcartel.com/missing-orders 
  You can also register a formal complaint so we can keep a record of this on file: https://bigcartel.wufoo.com/forms/file-a-store-complaint/ 
  
  The vast majority of shops using Big Cartel to run their businesses do right by their customers, so its definitely a bummer to hear about these cases. We hope the resources above can point you in the right direction for getting your money back if the seller does not come through with a refund or fulfilling the order.
  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've had an attorney contact me about infringement on a Snapchat logo I had on my page with BigCartel.com and have tried contacting them but they have no phone number or easy way to contact them. I have not used my bigcartel.com account for over 5 years and they have no way for me to login so i cannot remove anything that I am being accused of including on that site. I need the company to respond promptly

  Business response

  10/22/2021

  Hi there - 

   

  So sorry to hear about this issue. Our support team has reached out to you via email. They'll do their best to help you get this sorted.

   

  Let us know if you need a hand with anything else in the meantime.

  Big Cartel

• Initial Complaint

  08/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from this website it’s a complete scam they have taken my money and others money the lady threatened me since she has my address I have proof of the scam and proof of my order please help I don’t want anyone coming to my house she was upset she sent me the wrong product and it caused me to break out in hives I requested a refund with in 24 hours and she said she “didn’t have my money to refund”

  Business response

  08/16/2021

  We’re so sorry to hear you haven’t received your order from the shop you purchased from and that you are running into issues with the seller - we definitely do not condone that sort of behavior on our platform. To clarify, Big Cartel is a software company that powers nearly a million online stores around the world, but we are not directly affiliated or associated with any of these stores.
  
  Since we do not play a role in the order fulfillment process or manage store operations, we are unable to provide product or shipment details, issue refunds, modify orders, process returns, or put you in contact with a store owner (whether they are a past or present seller) for orders placed through a store using our software.
  
  If you’re looking for help regarding a missing order, we’d recommend filing a chargeback with your bank or card provider for the payment made to that shop if your goods have not been received. Please see the resources we’ve put together at the following link on how to start that process: https://help.bigcartel.com/missing-orders
  

  You can also register a formal complaint so we can keep a record of this on file: https://bigcartel.wufoo.com/forms/file-a-store-complaint/. When you file the complaint, please provide additional info on your encounter with this seller so we are able to investigate this issue and take the appropriate action.
  
  The vast majority of shops using Big Cartel to run their businesses do right by their customers, so it’s definitely a bummer to hear about these cases. We hope the resources above can point you in the right direction for getting your money back if the seller does not come through with a refund or fulfilling the order.

  
  

• Initial Complaint

  07/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing this complaint due to a seller that uses Big Cartel with the URL : https://luxurydripco.bigcartel.com/products They took my money and sent a confirmation email and later sent a tracking email with NO tracking number after posting saying Wednesday (7/21) tracking numbers would be sent out via Instagram. There are now comments on their Instagram page (@theeditbarb) and Tik tok (account: @luxurydripco) of customers complaints of never receiving their packages. They blocked me from TikTok when I commented that I never received my items!! It’s a shame this company allows SCAMMERS to prey on people on this big of a scale with no repercussions. The scammer has over 12k followers on Instagram. I can’t imagine how much money has been taken. I can tell someone has done something because they are now unable to receive payment but their page needs to be removed and all monies should be returned!

  Business response

  08/02/2021

  Hi there - 

   

  We’re so sorry to hear you haven’t received your order from the shop you purchased from. To clarify, Big Cartel is a software company that powers nearly a million online stores around the world, but we are not directly affiliated or associated with any of these stores.
  
  Since we do not play a role in the order fulfillment process or manage store operations, we are unable to provide product or shipment details, issue refunds, modify orders, process returns, or put you in contact with a store owner (whether they are a past or present seller) for orders placed through a store using our software.
  
  If you’re looking for help regarding a missing order, we’d recommend filing a chargeback with your bank or card provider for the payment made to that shop if your goods have not been received. Please see the resources we’ve put together at the following link on how to start that process: https://help.bigcartel.com/missing-orders
  You can also register a formal complaint so we can keep a record of this on file: https://bigcartel.wufoo.com/forms/file-a-store-complaint/
  
  The vast majority of shops using Big Cartel to run their businesses do right by their customers, so it’s definitely a bummer to hear about these cases. We hope the resources above can point you in the right direction for getting your money back if the seller does not come through with a refund or fulfilling the order.
  

• Initial Complaint

  06/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a cupcake skirt from the RePrint clothing that uses big cartel. I did this on April 30,2021. They withdrew the money from my bank account. I haven't received my order yet. I've tried their email but there was no response. My sister has ordered from them before but she said it didn't take this long and she was able to track her order. I don't have any tracking information for my order.

  Business response

  06/24/2021

  We’re so sorry to hear you haven’t received your order from a seller that is using our platform to host their shop. To clarify, Big Cartel is a software company that powers nearly a million online stores around the world, but we are not directly affiliated or associated with any of these stores.
  
  Since we do not play a role in the order fulfillment process or manage store operations, we are unable to provide product or shipment details, issue refunds, modify orders, process returns, or put you in contact with a store owner (whether they are a past or present seller) for orders placed through a store using our software.
  
  If you’re looking for help regarding a missing order, we’d recommend filing a chargeback with your bank or card provider for the payment made to that shop if your goods have not been received. Please see the resources we’ve put together at the following link on how to start that process: https://help.bigcartel.com/missing-orders
  You can also register a formal complaint so we can keep a record of this on file: https://bigcartel.wufoo.com/forms/file-a-store-complaint/
  
  The vast majority of shops using Big Cartel to run their businesses do right by their customers, so it’s definitely a bummer to hear about these cases. We hope the resources above can point you in the right direction for getting your money back if the seller does not come through with a refund or fulfilling the order.
  

  Customer response

  06/24/2021

  
  Complaint: ********
  
  I am rejecting this response because: Big Cartel should share the responsibility of these stores that is using them as a platform to deceive customers. They should provide proof of being a legit business before using there platform. This insatiable to me and quite sure to others. There should be a way the big cartel can reach the owners being that they are paying them for services. There has to be some type of traceability.I would like a full refund for my order.
  Sincerely,
  ****** *******
  

  Business response

  06/29/2021

  Hi there - 

   

  Again, we are so sorry to hear that this has been your experience with this seller. The majority of the sellers that use our platform to host their website do right by their customers. In cases like this, you can register a formal complaint so we can keep a record of this on file: https://bigcartel.wufoo.com/forms/file-a-store-complaint/. 

  Since we do not play a role in the order fulfillment process or process payments for websites on our platform, we are unable to provide product or shipment details, issue refunds, modify orders, process returns, or put you in contact with a store owner for orders placed through a store using our software. We have more resources on how to proceed with a missing order here:  https://help.bigcartel.com/missing-orders.
  

*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. ↩