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:01/21/2025

  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.

  im filing a complaint against this company cause I had a really horrible interaction with them recently and i feel misled about the whole situation so we run a youth ************** here in *********, ********** we are a very small church so i Recently purchased five chest sets from this company so that the kids and the youth ministry can have something to do and play while their parents are attending to other business in the church unfortunately, due to our budget, I was forced to make this purchase out-of-pocket however, when I received my order, I noticed immediately that the boards were super super small not what I expected not what I had ordered asthey said they were standard tournament boards, which we all know a 20 x 20 the little boys they sent me with maybe 10 x 10 or something like that very small So I immediately contacted their customer service. I informed them of the situation I didnt feel it was right I felt misled. It didnt say anything about them being this small in the product description. It said that they were standardized tournament boards, which I assumed which 20 inches and the lady from customer service, she offered me other boards which were cheap and actually standard size but she tried to discourage me from sending the ones thatI couldnt use back. She wanted me to just pre-purchase new boards which as I stated we can do as our budget is just not there I tried to explain this she couldnt do much for me fast-forward about a few weeks later I contacted the company again. I spoke to a supervisor andit just seemed like they were trying to get over on me. They said that I had used the promotional code so they wanted to take away promotional code due to return shipping which was $15 which wouldve left me about $10 and then re-purchase the other boys that they were offering it just reallyseem like some big scheme and it was actually really rubbing me the wrong way. I attempted to talk to a supervisor to fix the situation was unsuccessful

  Business Response

  Date: 01/22/2025

  The message from 1/20/2025, at 2:18 on the recording, he says that when he ordered, he assumed that the boards were standard size.  This is the call where he spoke with ***** also.
  
  The call from 1/13/2025 is where he states that ordering small analysis boards was his mistake.  ***** offered the option of the $5 used sets, since he was paying for this out of his pocket for a very small cash strapped church.  ***** explained to him that returning the analysis boards might not be beneficial to him, since the cost of return shipping was his responsibility.  

  All of our calls are recorded, but I'm unable to attach them as they are mp3 player recordings.  I can email them to you if you can provide an email to send them to. On our website located here: ******************************************************************************************, it does not state that these are "standardized" tournament boards in the product description or product specifications.  In the product specifications it clearly states that Chess Board Footprint is *****" x *****".

   

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22834067
  
  I am rejecting this response because: first I never stated it was my mistake I clearly stated you misled me with you listening as it said Standard tournament size of which I can also upload a picture and we both know they were not tournament size and instead of trying to pressure me to re purchase instead of a exchange is actually Ridiculous So let me explain further I paid  around 40 bucks for 5 chess boards that I thought were standard including a promo I Immediately contacted your company and explained that I felt extremely misled that the boards were not standard and I wish to return them Your customer service told me that I can return them, but it would cost me more than my refund and that they would also take off the promo basically pressuring me not to return the item then your customer service *** offered me some of your standard boards for 5 bucks used boards 5 would be 25 well below what I paid knowing were a small church trying to do something nice out of my own pocket you should have offered a even exchange You couldve easily sent me the five used standard boards that I initially thought I was purchasing which was 25 bucks and accepted my return this is your response over a few dollars either way no mistake was made on my part your listing clearly stated tournament size boards and instead of making it right and just doing a exchange instead of trying to make more money that we dont have a even exchange is extremely fair Im not asking for nothing free I paid for standard new boards and still agree to settle for used boards but unfortunately I dont think its fair to make us pay more just do the right thing and exchange these small new boards for the used standard boards thats fair 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/30/2025

  Our website description and product specifications, clearly state these boards are *****" x *****", which is an analysis size and not tournament size.  ************** called us to inquire about replacement, returns and reorders, our customer service advised him exactly as she should have.  Our terms and conditions clearly state that the cost of return shipping is the responsibility of the customer.  The cost of returning the product to us would have cut into the refund Mr. ***** was seeking.  The offer of the $5 used boards was not something we normally offer.  It was done to help out a customer who was looking for the most cost effective way to get tournament size board for the kids in his congregation.  While we do sympathize with his situation, we have done nothing misleading in this situation.   We would still gladly be willing to work with him to get this resolved.  In the end, Mr. ***** ordered the incorrect items according to what he was looking for.  He had all the needed information on the listing available to him, to make an informed decision.  We are not in the wrong here, and if we were, we would accept responsibility and accountability.  

• Initial Complaint

  Date:01/22/2024

  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 attempted to order a chess set from HoS for a Xmas gift on Nov 28th 2023. I selected Amazon Pay as the payment method. That did not go through and I received a message saying the Payment was CANCELLED. Therefore I selected PayPal as the payment method and that went through. I only received a confirmation for the SECOND order. However a day later I received an email from HoS thanking me for giving my business TWICE! I contacted them and asked for confirmation that only ONE order would be sent. I was told sorry we are sending you two orders, and even though they haven't shipped yet we will be unable to cancel either one. I saw that my credit card was charged TWICE. I was told you can request the second item to be returned when you receive it. I live in ****** but these items were sent to my US postal service. I called Amazon and they said it does not concern them and there is nothing they can do.Now I have a second unwanted chess set that is still unpacked and no use to me. I asked for return instructions but I was informed that the duplicate item I did not want would have to be shipped back at my own expense (I would probably have to travel to the *** to do this) and also there would be a 25% restocking fee. This is not acceptable: I should not have to pay shipping or a restocking fee. This is not my error!

  Business Response

  Date: 01/24/2024

  The customer placed (2) orders.
  First order was placed 11/29/2023, Order # *********** (see attached documentation)
  Second order was placed 11/30/2023, Order # *********** (see attached documentation)
  
  The customer emailed us on 12/26/2023 @ 6:17 pm in regard to returning (1) of the orders and we replied on 12/27/2023 @ 1:31 pm (see attached documentation)
  
  Both orders had already shipped and we were not able to cancel and the tracking for the orders are below.
  Order # *********** shipped 11/29/2023: *****************************************************************************************
  Order # *********** shipped 11/30/2023 *****************************************************************************************
  
  The customer may return (1) of the orders, however they would be responsible for the return shipping per the return policy and we will waive the 25% restocking fee as a one time courtesy.
  
  The return policy is located at the link below:
  **************************************************
  
  
  

  Customer Answer

  Date: 01/28/2024

  I think that resolution would be acceptable (although I think the company should also investigate why the order went through when Amazon payment sent information that the payment did not go through and the order was cancelled). However, I will not be satisfied until I see my refund. I have to drive about ******************************** ******* to send this back so it will take at least a couple of days.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21175817
  
  I am rejecting this response because:  I think that resolution would be acceptable (although I think the company should also investigate why the order went through when Amazon payment sent information that the payment did not go through and the order was cancelled). However, I will not be satisfied until I see my refund. I have to drive about ******************************** ******* to send this back so it will take at least a couple of days.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/06/2024

  Please note that the customer did indeed place (2) orders on different days. The first order was placed using payment method of Amazon pay and the second order was placed using a payment method of PayPal. The customer logged into their registered Amazon and PayPal accounts to complete their purchases and we do not have any access to the customer's registered payment accounts. We have agreed to accept the return even though it is past the standard return policy of 30 days and have agreed to waive the 25% restocking fee. If the customer would like to return the order, he may do so, but he would be responsible for the return shipping per the return policy and the terms and conditions of the sale.
  

  Business Response

  Date: 02/06/2024

  Customer returned Order # *********** and PayPal refund has been issued today, 2/6/2024 per the terms and conditions of the sale.