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:17/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Reason: items ordered from the company and paid for in advance (****** **** ******* **** ********)were not available but the company decided to keep the payment and offered completely different items instead. The order was placed on the phone at 9:00 a.m. on February 23rd for the plastic boards to be cut out from the material P95 matt white. After the telephone conversation, a staff member of Plastic World asked to send the information about sizes and dimensions in an email as well, which we did. In the telephone conversation, there were a few clarifications given about the features of the material, which had to be matt finished on the one side and glossy on the other side, all in white color. It was a specific requirement for the material to have white finish on both sides because the boards were meant to be glued to the wall and could not be clear or see-through. The company confirmed they have this material and the order can be completed. The email had a shortened information saying "Matte finish" because it was about dimensions mostly as the color specifications were discussed on the phone. It was the first time ordering from this company. I filled out the credit card information form they requested and sent it to them after which the credit card was charged in the full amount. At the end of the day, the company sent the transaction invoice which had another company's information (not the one which charged the credit card) and the ordered material description saying "Frosted" instead of "Matte white" as was ordered, confirmed and paid for. Because of these discrepancies, in the morning of February 24th, we decided to call the company to check why there was an error in the invoice regarding the company name and the material specifications. To which the company employee said that "Frosted" was the material we wanted and it is white matte on one side; however, their website gave a completely different description of the material specifications and, namely, it did not have white finish on both sides(They only have two variants of "matte" - white and black, the third type of material is "frosted" , but it is not matte and not white finished on both sides ? *** *** ********** **** *** ******* **** *** ********* ** ********* *** ***** *********** ********). In our telephone conversation on February 24th, 2023, we pointed that out. A few minutes later, the company changed the material description on their website(********** ******** ** *** ********). They also said they could write the word "Matte" in the invoice if it makes us feel better. The company started to manipulate facts to make us accept a totally different kind of material because the one we ordered was most likely not available as they later said if we wanted it, we could place a new order for that material with the 10% discount because they don't want to admit they were wrong. We were never able to collect the material because it is completely different from what we ordered and the company kept the payment of $991. I would like to request the company to refund the money in full amount.