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:10/08/2023

  Type:Product 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.

  Hi. I made a purchase from the Canadian Red Cross website on January 23 2023 for 2 Deluxe Disaster Preparedness kits, amounting to a total of 569,22$ (Order #*********) which is technically handled by Hawktree Solutions from what I gathered.
  
  On February 23 my order still had not shipped and I contacted Hawktree Solutions and they couldn't tell me when my order would be shipped because of high demand.
  
  On March 26 I sent another email since my order had not been shipped, and they offered me to either add some bonus items, or request a refund. I requested the refund, and there my problems began.
  
  They told me in an email on March 27 that my refund would be processed within 20-25 business days. At that moment my order status on Shop was set as "Refunded" but I had not received my refund yet.
  
  On May 02 I reached out to them since I hadn't received any refund. I sent another email on May 08 and received an answer stating that they were investigating the issue and that I should receive news soon. May 18 I sent another email and they told me they would contact me the next day.
  
  Then I sent them emails on May 29, June 1, June 14 and no more answers.
  
  I would like to have that refund if possible, since I paid for these products. When I requested a refund I never got my money back. Thank you.

• Initial Complaint

  Date:16/07/2023

  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.

  I ordered a emergency preparedness kit and a first aid kit reference guide on Feb 23, 2023 from the Red Cross for $152.47. I still have not received either. I contacted them in May and they said they do not have a shipping date yet. On July 1, 2023 I still had not received anything and asked them if I could have a refund instead, so I can buy one from someone else. On July 13, 2023 they responded saying they can't give me a refund but a store credit instead. I don't want a credit. I want to buy the kit from someone else. They sent a link to their refund policy which said they had set this refund policy JUST AFTER my order was made. Since I did not have the information prior to my order I think this is unfair. Can you help me get my money back so i can buy a kit somewhere else?

  Customer Answer

  Date: 11/08/2023

  Thank you. I have received a lengthy email from them and hope to get either my product or a refund in a few weeks. I was given quite a thorough explanation of what has been going on with the company and feel satisfied with their response.

   

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

• Initial Complaint

  Date:28/06/2023

  Type:Product 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.

  In November 2022, I placed an order for two emergency preparedness kits on the ******** *** ***** website. All items were indicated to be in stock. However, when I didn't hear anything back, I reached out to their customer service in December and was told that the items were not in fact in stock and would not be for an extended period of time due to a warehouse transition. I followed up again at the end of January 2023; I was told the items were still not available. At this time, I requested to cancel and refund my order, as I could not wait any longer. I was told that I would receive the refund within 10-15 business days.
  
  Again, I did not hear anything back, so I followed up again in early March. In mid-March I received a refund, however, the refunded price excluded the price of tax and shipping (totalling $53.38) that had been originally charged to my credit card. I told them about this and was assured by their customer serivce that this would be resolved for me. However, I have been waiting to receive the outstanding amount ever since, despite numerous follow-ups.
  
  I have included a copy of the e-mail correspondence so far, which shows that each time when I was told this would be escalated or that someone would get back to me, nothing happened.
  
  I'm lodging this complaint against Hawktree Solutions (instead of ******** *** *****) as it is my understanding based on the emails that Hawktree is solely in charge of the logistics and fulfilment of the online shop.

• Initial Complaint

  Date:08/06/2023

  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.

  I ordered KN95 face masks from the Canadian Red Cross e-shop website. Apparently, their orders are filled by Hawktree Solutions. The masks I was sent are not the masks I ordered. They are an inferior product. I have previously purchased these masks and so expected to receive the same product with this order. Not so. Now I’m being told that Hawktree reserves the right to substitute any item ordered without notice to the consumer. I don’t see how that’s even legal! I requested a refund for the product, as well as shipping, which was quite expensive. I’m told all I can get is a credit (not including shipping) for future orders. But how can I possibly place future orders with a company that reserves the right to send me any product they choose, regardless of the what I ordered?!
  I have included photos. The first image is from the Red Cross website. The nose wire in that product is sewn into the fabric. And the ear loops have a high quality double stitched attachment. The second photo shows what I received. The nose wire is just glued onto the top of the mask and the ear loops are flimsily attached.

• Initial Complaint

  Date:09/03/2023

  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.

  On the date of 23-JAN-2023 I ordered a product *********************************************************************  for 365.73 under order number ********* via Hawktree solutions who currently runs the business shop for the ******** *** ***** ************. At the time of my order the product stated it was a “special order product” however, the company did not state the delivery time for the product. The confirmation stated I would receive another email when the product was shipped. On 27-JAN-2023 I contacted support services to inquire about the products expected delivery date. National Operations Coordinator ******** replied and notified me my product would have a 4-10 week extended lead time. On 24-FEB-2023 I contacted ******** on the same email chain inquiring about my orders status. A customer service representative ******* responded notifying me 6-10 weeks would be applied to my order on top of the 4 weeks I had previously waited. I then requested a refund on my order as I was unaware this product would have this extended time and I had already paid. I was informed by an unknown representative on the same email chain a refund would take 20-25 days to process. As per the attached policy under the companies website return policy, (attached) refunds on credit cards are processed in 3-5 business days after the return of a product which no product was ever shipped to me . I phoned the company on 27-FEB-2023 at 09:27 am and spoke with a representative who I voiced concerns over company policy to. This representative informed me the policy had been changed. I asked to have a copy of their new policy and was told I would receive an update of the policy and an update on my refund by 16:00 that day. I received no further communication that day. I inquired via email about the phone call on 05-MAR-2023 that was never answered and inquired again today at 14:48. Since returning to the refund page I have found the company has updated their website to reflect a new policy.

  Business Response

  Date: 24/03/2023

  Good afternoon,

  We have received the complaint regarding our ***** ********* ***** and confirm that a refund was issued on March 9, 2023.

  The item that the customer ordered is a special order product, as noted on our website. We do not carry this item in stock and order from the manufacturer on an as-needed basis. When we received the customer's order, we in turn ordered the product from the manufacturer, who was experiencing supply chain issues and as a result was unable to provide an ETA. We kept in contact with the manufacturer, who provided a number of revised timelines for delivery. In the end, the product was not received before the customer needed to cancel their order.

  In light of the delivery delays, we accepted the cancellation request and issued a full refund on March 9, 2023.

  I trust this addresses the concern adequately. We sincerely regret that we were unable to supply the product in the required timeline, and also that our customer was frustrated by the refund timeline. We appreciate the opportunity to respond to this complaint.

  Thank you.

• Initial Complaint

  Date:21/01/2023

  Type:Delivery 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.

  I ordered (online) 9 Pediatric AED pads and 4 adult AED pads with a value of $1,786.11 on July 10th 2022.
  There was no indication on the web site that the items were not in stock. Indeed the checkout page states
  "We're getting your order ready to ship". My Credit Card was debited on July 11th for the full amount despite the fact that Hawktree knew they weren't in stock and were back ordered. Given their statement, I anticipated seeing the shipment within a couple of weeks.
  2 months later the order had still not arrived. I contacted Hawktree and was told that they were back ordered with an expected delivery date of January 2023. I asked why I wasn't notified of the delay and the supply issues and was told that they couldn't do that.
  I called back 17th of January 2023 to inquire about the order and was told that it may be another 2-3 months.
  I asked how Hawktree was going to pay the interest on my money that they were holding. I was told that it wasn't their policy to pay interest. I was told I could have a $20 gift certificate on my next order. I told Hawktree that I didn't need to order anything else and it seemed unreasonable to have to spend money in order to get the gift certificate.
  To their credit the website does now have a warning that items are out of stock.
  In summary here are the issues:
  1.Hawktree did not warn that the items weren't in stock. This is at best deceptive. I would not have ordered if I had known they were not in stock.
  2.Hawktree's written statement "we're getting your order ready to ship" is very misleading making one think that delivery would be quick. (untrue).
  3. Hawktree should not have billed my credit card until they had the items in stock and ready to ship. $1700 at 5% interest for six months is approx $45. This is fraudulent. They billed my CC knowing that the items were not in stock AND did not give me the option (at the time of checkout) to cancel my order which I would have done if I had known that the items were not in stock.