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:03/06/2025

  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.

  03/06/2025 On March 1st I created a bonanza account threw, ************************** Trying to create a Seller's account to sell products online I was to pay the $14.99 Sellers activation fee to create an account,.... I go to the selling dashboard, Billing then add a Card add in my **** Debit card information for Lili ******** Fill out the Information that's needed on www.bonanza.com, website I try to click the box that says: Use this card first for automatic billing of: Seller's fees ** That Box is Greyed out? Wont let me Select it** I click on Add payment method/ Continue and get this error message in a red box saying: Whoops. There was an error.We couldn't process your credit card. Please check to make sure that you entered the number, expiration, and security code correctly, and that your billing address is correct (the billing address you enter must match the billing address on file with your credit card issuer).******* Plenty of Money on this Card... I will be providing a screenshot of the amount thats in my Checking account connected to the Debit card Im trying to add Iv used it several ***** ****** recently threw Temu app and Tik Tok Shop there should be no reason why it can't go threw on your guys end as a Legit payment-Method,......And then a representative who works threw: www.bonanza.com sent me an email to my email at: ************************** saying for me to check with my Bank and ask why the Process didnt go threw,..... The Process did not go threw because I keep getting an Error message on Bonanzas end saying my debit card process did not go threw?.....Thats why Im wanting help,....Sincerely,.....******* *******

  

  Business Response

  Date: 03/12/2025

  Hello,

  Thanks for reaching out. 
  
  It sounds like when you were trying to set-up your selling account, our system was unable to verify your card. You could always give it another try to double check your input.
  
  One other possibility may be that you are entering a different address on Bonanza than the address that was recorded at the time you received your Debit/Credit Card (if a debit card, it will be the address that you had when the debit card was sent to you). Try entering in the address that you used when you got your card and see if that does it. If so, you may want to consider updating the information with your bank so you can avoid future trouble with that.
  
  The two most common factors to cause the failed credit card are as follows:
  1) The credit card billing address MUST match the address in your Bonanza account settings. Even the formatting must be identical.
  2) the *** must match exactly.
  
  Be sure that javascript is enabled and allowed and cookies are allowed for Bonanza.com and *********************.
  
  If you are still having trouble you may want to call your Credit/Debit card company and see if they can clarify the reason that your card is being declined.
  
  We recommend continuing to communicate with the Bonanza agent, we cannot troubleshoot with you via BBB.  

  Thanks.

• Initial Complaint

  Date:02/07/2025

  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 was invoiced without any details with the threat of legal action against me. I made several attempts to reach out to the company but there are no phone numbers available. I sent a request to be contacted by a representative but have not heard back.

  

  Business Response

  Date: 02/10/2025

  Hello ****,

  In 2017, you opened an account on ******************** with the following information - 

  username: JEMConnections
  email: *******************************
  
  In June 2017, you sold three items - see attached screenshot. When you sell an item on Bonanza, you pay a small fee back to Bonanza. The fee for these three items totalled $14.33. This fee was never paid to Bonanza by you which is why Bonanza reached out to you as we're working on clearing and closing accounts and overdue balances. 
  
  The email you received is requesting you remit payment for the overdue fees. 
  
  Hope that helps to clarify.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair 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.

  Ive been selling on this website for over a year now. I am A top seller and have a five star review, fast shipping, low return, and fast responses. My account was linked to **** account as well. I have paid THOUSANDS of dollars in fees to this company. But They have shut down my account down without explanation and (will not let me create a new account at all) If they will NOT let open my account back up WITHOUT restrictions, Thats fine. Please refund the RIDICULOUS fees then. Either way! I would like to request all the thousands of dollars and fees that I have paid them back! I find this completely unprofessional, unfair and bad business I have brought several customers to **********************.

  

  Business Response

  Date: 01/23/2025

  Hi there,
  
  All sellers are subject to a fee (paid to Bonanza) each time you make a sale on our platform. The fees you paid, were for sales you made on the platform.
  
  If you collected money from the buyer and shipped them an item - that is a sale.
  
  If the buyer was refunded, sellers need to submit a "final value fee refund request" and provide proof that the buyer was refunded. In that circumstance, Bonanza will issue a refund on the fees collected from the sale.
  
  I have attached a screenshot of your January 2025 bill. This shows all the sales you made in January and the fee we collected from each sale. It also shows that ******* credited fees back to your account for a sale that resulted in a buyer refund. 
  
  I have attached a second screenshot showing your advertising history. The advertising level is set/adjusted by the seller/user - not Bonanza.This screenshot shows the changes to your advertising level (%) - which affects the fee amount that Bonanza collects after a sale. 
  
  If you have any further questions, please see our terms of service, which provide complete details about our user policies, including our right to suspend an account at any time.
  ***************************************************************;
  
  Thank you for your interest in Bonanza and we wish you the best of luck in your future endeavors!
  

  Customer Answer

  Date: 01/30/2025

  Please reopen this case!  the consumer bonanza.com did NOT provide any resolution/information at all on this case.

   

  Everything that was provided was irrelevant information that is already known. I need my account re-opened back with them to continue selling.

   

  They have blocked me from signing in and creating any new accounts as well. I dont care about fees. The least they can do is reopen my account and let me sell without restrictions again I have a five star rating in a top seller category with no complaints.

  

  Business Response

  Date: 02/11/2025

  Hello,

  Per the user agreement - which is agreed to upon activating the account/booth:
  
  - Bonanza reserves the right to modify or terminate any service for any reason at any time, with or without notice.
  - Bonanza reserves the right to refuse service to anyone for any reason at any time.
  
  You can read/review the full User Agreement, here: ***********************************************************
  See section titled "General Overview: Conditions"
  
  The fees you paid to Bonanza were incurred when you sold items on our platform. Those fees are not refundable since you shipped and got paid for the items you sold using our platform. 
  
  Your account was ultimately suspended due to a violation of our user agreement - which you can read more about, linked above. 
  
  We are glad that you are having great success on **** and we wish you the best of luck on any other platform you choose to pursue. At this time, we're not able to open an account for you on ********************. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22845804
  
  I am rejecting this response because:
  

  This is a very generic irrelevant response on your behalf. Fees are understandable never had a problem. I dont even sell on **** regardless if I did its completely irrelevant to this. I have read your terms and conditions before and didnt violate anything and have a 5 star rating with your site. 

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

• Initial Complaint

  Date:01/17/2025

  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.

  AuraVisionGlasses they are a seller on bonanza....we bought some glasses from them they came in the regular mail threw my mail box...i told the seller one lense can rotate and they wanted to see a video of it rotating so i did...told them i want a refund and so threw my mail box i sent them back...on the profile dont say they need tracking in order to do any refunds...they didnt say that in the begining at all....and now they are saying that even tho we sent it threw our mail box they need a tracking number in order to give us our money back....sorry you cant do tracking threw a regular mailbox....a home based mailbox....like i said they didnt say anything until the glasses was sent...seems to us like she wants to keep item and money.....im sorry even amazon dont ask you to do tracking when your sending stuff back.....half the time they tell you to keep the item and they still give you your refund.....so if you can please help us....it would be greatly appreciated...thank you...have a great weekend....like i said they do have a video of it messed up...and if there is a way...ill me more than happy to send it to you as well

  

  Business Response

  Date: 01/21/2025

  Hello,
  
  Thanks for reaching out. We're sorry to hear of your experience with this seller.
  
  Bonanza does not produce, house or ship any inventory. Buyers pay sellers and sellers ship the inventory to the buyer. ******* does not process the payment made from buyer to seller, so we're not able to issue refunds on their behalf. 
  
  We will advise the seller of better ways to handle returns - without tracking or a shipping receipt, there is no way to confirm or deny whether an item was shipped/received. 
  
  If you have already shipped the item back and the seller is unresponsive - you will want to contact ****** and file a dispute. 
  
  You can read more about how disputes are handled on Bonanza, here: *************************************************************************************************************;
  
  We hope that helps and that you're able to get to a resolution shortly.
  

• Initial Complaint

  Date:12/26/2024

  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.

  Hello on 10/2/2024 I had 2 transactions that people tried to purchase items from my online store with fraudulent cards thru Stripe. ******* cancelled the transaction and I contacted ****** to refund the transactions. One was successful but the other was a complete mess and the card holder opened a case which put it all on hold. I was finally able to complete the refund but after being charged over $100 in fees from ****** which I am told is non refundable, and I will no longer do business with them. In this transaction the sales tax was sent by ****** to ******* for remittance. I have since been trying to get this refunded with no resolution. The only way to get in touch with Bonanza is thru email so I sent an email and was getting responses but when I went to follow up I have been completely ignored. I find this unacceptable as a business. I supplied them with the transaction information and want my money refunded since it was sent to *******. I have submitted the chain of emails showing the last contact from them was Nov 4 as well as the transaction showing the amount of the sales tax that was collected and ****** documentation showing it was sent to *******. Thank you for your help in this matter.

  

  Business Response

  Date: 01/23/2025

  Thank you for bringing this to our attention.  After reviewing this account we are providing a full refund of disputed amount.

  Customer Answer

  Date: 01/23/2025

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/11/2024

  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 11/18/24 I ordered a ************ Generator using the Bonanza web site with an order number *********. After the purchase was processed I was informed it would be a direct ship from another company called Home goals and someone from that company would be in touch with a ***. No one contacted me to date. I tried to get in touch with Bonanza to which only email, mostly automation responded on multiple occasions. I was informed at this point they have nothing to do with the sale yet I have a Bonanza order number. I was told they could do anything for me and they could not even put me in touch with Homegoals. After some research Homegoals does not seem to exist and any phone numbers for Bonanza do not work and when googled is says their server is not working. I should have received the generator by now and with no contact from anyone on an *** Im starting a dispute with the BBB and my credit card company.

  

  Business Response

  Date: 12/17/2024

  On *******, buyers pay sellers directly and the seller ships the order to the seller. ******* does not process the payment made from buyer to seller. ******* does not produce, house or ship any inventory.
  
  Due to complaints about the seller, ******* removed the seller from the platform. All buyers were advised of this and were provided instructions on filing a dispute through ****** or through their bank/card issuer.
  
  Bonanza is not able to issue refunds because we do not process the payment made from buyer to seller and we do not process the payment made from buyer to seller. Order resolution instructions are outlined on this help page, here: *******************************************************************************************************;
  
  We have maintained steady communication with the user about the issue with their order. The user first reached out on November 18th, our agent responded on November 19th with instructions on how to contact the seller. The user reached out again on December 3rd, asking for an *** and our agent responded on December 3rd. The user reached out again on December 4th and our agent responded  December 5th and recommended they open a dispute against the order. The user and agent corresponded again on December 5th where, again, our agent recommended they file a dispute due to the unresponsiveness of the seller.
  
  On 12/12 we advised the user that the seller had been permanently suspended from the Bonanza site and we, again, advised them to file a dispute. The agent provided dispute instructions. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22667170
  
  I am rejecting this response because: when bonanza was first told of this incident they brushed me off with no help what so ever. Only after mentioning further action did Bonanza decide to give me any positive relief on how to deal with this. I still feel they are responsible in that it was their platform that was being used to move home goals products. Apparently they have had other issues with this so called company as they mention they have had multiple complaints enough to remove them from their platform. Bonanza reviewed money from the sale in way of fees from home goals and their vetting process should be stricter. I feel Bonanza does shoulder some of this responsibility.

   

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/28/2024

  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.

  I buy a vitamins but l never received the items and l asked for refund but l don't receive any refund l need help to get my refund

  

  Business Response

  Date: 10/30/2024

  On *******, buyers pay sellers directly and the seller ships the item to the buyer. The payment made to the seller is processed by ******, which is why it is recommended that the buyer file a dispute through ****** to work towards a refund.
  
  We have responded to the buyer's messages within 48 hours and have advised the buyer, multiple times, that they need to file a dispute through ******.
  
  Based on the responses from the buyer, they chose to file a chargeback through their bank/card issuer instead and their bank/card issuer is unable to assist. Since they filed through their bank instead of ******, as we recommended, ****** may not accept the dispute. 

• Initial Complaint

  Date:10/08/2024

  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 poster from this website back in early Sept. I have been given no tracking information and have not received this item as of yet. I contacted this company asking where my item was. A person that goes by the name "ButteredKat" sent me a response and told me that tracking would not give him an estimated shipping date. He also gave me an order number of *********. This item is for a b day gift for Oct 31st. I have not heard any response from this company since I e mailed them again, last week, and said if I didn't receive my poster, I would ask for my money back.

  

  Business Response

  Date: 10/09/2024

  Hello

  Thanks for writing to us and were very sorry to hear that you havent received your order just yet. ******* is an online marketplace connecting buyers and sellers to transact directly. ******* does not produce, house or ship any items. Instead, buyers pay sellers directly, and sellers ship their items straight to the buyer.
  
  After taking a look at the tracking information provided by the seller, we see that the item is currently making its way to you!
  

  *******************************************************************************************;

  Using the link provided, youll be able to keep an eye on the progress being made as it continues on its journey, so you can have a better idea of when to expect it to be delivered.
  
  We hope that you receive the item soon and are more than satisfied with your purchase. If by chance, something else comes up and you need any assistance at all, please let us know and well be happy to help in any way we can to resolve the problem.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22399152
  
  I am rejecting this response because:
  I will keep this case open until I receive my item.
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 10/17/2024

  The item did arrive in the mail.  I am happy with the product, but I am not pleased with the communication, or the fact that it took 3 weeks to get delivery from ******* ** to ******** WA.

• Initial Complaint

  Date:09/27/2024

  Type:Order 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 Angel **** seedlings from this company and the seller is Pembeli. The seedlings arrived today and there was a packet of black seedlings & another packet of tiny multi colored clips. There were NO instructions as how to grow these seedlings and Im upset given that I paid $18 for this worthless junk, I replied to Pembeli stating my dissatisfaction and Ive not heard back.

  

  Business Response

  Date: 09/30/2024

  Thank you for contacting Bonanza Support and we're sorry to hear that the seller has not been responsive to your inquiries. We understand your frustration and have reached out to the seller on your behalf in an attempt to expedite a resolution. We thank you for bringing this matter to our attention, and we have reported the problem to our team of experts to investigate this seller further.
  
  In the meantime, we highly recommend that you contact ****** to open a dispute for a refund. One of the reasons that ******* requires sellers to accept ****** is that ****** provides a level of buyer protection should something go wrong with your order. Filing a dispute with ****** will remove funds from the seller's account while ****** awaits a response from the seller, forcing the seller to act. A dispute on ****** will count against the seller, and if the seller is unresponsive to multiple disputes, ****** may take further action against the seller's account.
  
  For your financial security, ****** does not permit ******* to file a dispute on your behalf. Since your personal financial information is private, ****** will only allow the account or cardholder associated with the purchase to file a dispute. We've included information below on how to start the dispute process:
  
  If you completed your purchase by logging into a ****** account:
  File a dispute with ****** online: **************************************************************************
  *************************************;
  If you completed your purchase by manually entering a debit/credit card using ******'s guest checkout:
  File a dispute via telephone*: ************** or ************** or online: ***************************************************;
  *Please have the debit/credit card number you entered on ****** handy when contacting them so that you may quickly locate your order. Say "Representative" to speak to a live human for assistance.
  
  The ****** payment ID for your order is: 5Y0671283L755364R 
  
  If you are unable to reach a resolution with the seller and/or payment provider through the process above, please let us know so that we may continue to assist you in escalating your dispute to a claim. We hope this matter is resolved soon, and we apologize again for any inconvenience you've experienced.

  ***************************************************************************;

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

• Initial Complaint

  Date:09/17/2024

  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.

  Similar to other complaints people have brought. I was promised a special Omaha Steaks package for the low cost of $7.95. I thought it seemed too good to be true but couldn't find any information that demonstrated it was a scam so I thought it was worth the try. Never received any email confirmation or emails of any kind and a few days later was charged $79.95 for a "subscription" that I never asked for for some $150 'gift card.' Again, no email was ever received from this company.I contacted them to see if I could get a refund and they said they could not. So I contacted them again and was originally offered a 40% refund which I did not accept that then changed to 70% and finally they agreed to refund the $79.95 but not the $7.95 because that is supposedly for the Omaha Steaks sweepstakes....so not even the Omaha Steals package I thought I was getting when I gave them $7.95.They said they would only refund me the $79.95 if I did not dispute the other charge...which again demonstrates the fraud they are committing. I have disputed the charges with my bank and documented the lack of emails of any kind from them.I don't know how this company is allowed to exist. It's a complete sham and should be investigated and sent papers for a class action lawsuit.

  

  Business Response

  Date: 09/18/2024

  Hello,
  
  Thank you for your report. We place a high priority on protecting our users from phishing scams. We have sent this information to our team for further investigation. In the meantime, we do not recommend replying to the message you received.
  
  ******* employees will never send you an email or a Bmail (Bonanza's internal messaging system) requesting that you provide your email address in order to confirm a sale or receive payment through a link that will take you outside of your Bonanza selling account.
  
  Bonanza team members will never send you an email or a Bmail requesting that you provide your financial information or personal details to them.
  
  If you are ever in doubt about an email or Bmail that says it is from *******, please contact our support team by emailing ******************* to check on it's validity before clicking any links or providing your personal information. 
  Learn more about protecting yourself from phishing scams in our blog post here.