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:10/22/2024

  Type:Customer Service 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.

  Requested modification of order prior to shipping in accordance with there terms and conditions section 4.0.1 and was ignored... was told my fears were unfounded and that the item would arrive by Saturday it did not arrive in time before my departure making the expedited shipping I paid for useless my request was that they change the shipping to the standard which was free on orders over 50$ as it would not arrive before I left for the week a day that receiving an item on Monday when I wouldn't be home tell the following Friday was a waist of money... I was degraded and denied this change and wasn't given my refund... was told I requested the change to late when I have timestamps emails that the request was made 1 before the labels were even generated and 2 before it was actually shipped they generated the labels at 10:40 am I request the change at 10:05am they then said it shipped out at 10:40am when I have an email at 2:30 from ***** saying *** picks up the shipments between 3:30-4pm thus leading to more and more dishonest responses from the what looks like owner manager and support guy... this seller isn't honest even when confronted with timestamps and very combative in his word selection

  Business Response

  Date: 10/22/2024

  Attached is the email exchange between the customer and myself with highlighted time stamps, the packing slip with highlighted transit time shown when the order was placed, the shipment notification email with highlighted time stamp and the delivery notification email with highlighted time stamp.

  Summary:

  October 17, 2024
  12:10 AM - Customer places an order
  9:43 AM - He emailed about hoping expedited shipping meant overnight and asking for it to ship rapidly.
  9:45 AM - I responded that the shipping he selected was shown as 1-3 business days and it would ship that same day.
  10:05 AM - He responded "all I am asking id you get it shipped out as fast as possible".
  10:15 AM - I responded again it would go out the same same day and reiterated the estimated transit times.
  10:40 AM - Customer's order is picked, packed and shipped (shown on shipment notification email). At this time order changes are no longer possible.
  2:09 PM - Customer says he wants the expedite shipping removed.
  
  October 21, 2024
  2:36 PM - Shipment is shown as delivered (shown on delivery notification email). This is 2 business days and within the **** published time frame.
  5:14 PM - Customer emails asking for a refund.
  5:25 PM - I explain the customer that the order was already shipped prior to him changing his mind (see above) and that expedited shipping fees are non-refundable.
  6:42 - 6:45 PM - Customer sends copy of the email traffic from October 17.
  6:59 PM - I respond with a snip of the shipment confirmation email proving the time, and explain the delivery was within the published timelines. At this point we consider the matter closed.
  
  
  I am not sure what yall do with this information. Do you resolve this response or do we need to do something else?
  

  Business Response

  Date: 10/22/2024

  October 17, 2024
  12:10 AM - Customer places an order
  9:43 AM - He emailed about hoping expedited shipping meant overnight and asking for it to ship rapidly.
  9:45 AM - I responded that the shipping he selected was shown as 1-3 business days and it would ship that same day.
  10:05 AM - He responded "all I am asking id you get it shipped out as fast as possible".
  10:15 AM - I responded again it would go out the same same day and reiterated the estimated transit times.
  10:40 AM - Customer's order is picked, packed and shipped (shown on shipment notification email). At this time order changes are no longer possible.
  2:09 PM - Customer says he wants the expedite shipping removed.
  
  October 21, 2024
  2:36 PM - Shipment is shown as delivered (shown on delivery notification email). This is 2 business days and within the **** published time frame.
  5:14 PM - Customer emails asking for a refund.
  5:25 PM - I explain the customer that the order was already shipped prior to him changing his mind (see above) and that expedited shipping fees are non-refundable.
  6:42 - 6:45 PM - Customer sends copy of the email traffic from October 17.
  6:59 PM - I respond with a snip of the shipment confirmation email proving the time, and explain the delivery was within the published timelines. At this point we consider the matter closed.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22456739
  
  I am rejecting this response because:
  

  Your time tables are a lie and I have emails to prove it first you said all I asked for was expedited shipping I asked if you could ship it out that morning you responded all mail is picked up between 330 and 4pm It was picked up in that time frame per post office so to claim departure at 10am is a lie I also prior to 10:15 stated that if it doesn't ship tell this evening that expedited shipping would be a waste of money as it will not arrive tell Monday so please use standard shipping... to which you replied it's likely to still arrive on Saturday to which I replied it won't bc it will not depart until the following day so no chance of it being overnighter it will not arrive until Sunday and bc they don't work Sunday it won't deliver tell Monday and thus expedited shipping is a waist of money and to please use standard shipping... all before the 336 pm pickup ... per terms of service any order can be modified until it ships they are claiming printing the label is shipping  it out it didn't leave until later that evening

  Shipment Received, Package Acceptance Pending SCOTTSBORO, AL 35768 October 17, 2024, 3:32 pm

  Shipping Label Created, **** Awaiting Item SCOTTSBORO, AL 35768 October 17, 2024, 10:40 am

   

  So stop your lieing 

  9405511105501016499875 here's the tracking number for proof

  I asked at 9 15 to switch if you were going to ship it out in the morning at 249pm you msged me stating it will ship out today between 330 and 4pm to which you said if you have a problem with a delivery date you should ask before you place the order not after to which I replied that would be easier if you guys would actually answer a phone bc that email exchange lasted from 9am to 3pm 

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

  Business Response

  Date: 10/23/2024

  We provided the full transaction history to the customer and the ********************. This included all email correspondence between us and the customer and the documentation for the order was placed, shipped and delivered. All documents show the timestamps for when they occurred and are in systems that we do not control. We are continually being accused of lieing when we have been completely transparent, both before the BBB complaint and in our responses since. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22456739
  
  I am rejecting this response because:
  You have offered no resolution only the same lies it was picked and packaged at 10am but was not shipped until 4pm ... you are also omitting the time stamp of 2:36pm on the 17th where u said it would be picked up between *****... you are still lieing and refusing to honor your terms of service that until item has shipped meaning left your physical possession as the term in legal standing is not ambiguous or multifaceted the package was still in ur possession until 3:36pm when **** picked it up from 9am to 3:36pm you were completely capable of canceling that order which is free and choosing the standard shipping which was offered for free on orders over 50$ my order was 75$ you just didn't want to pay to ship it urself in honor of your own promotion and thus refused to alter bc it would have affected your profits had i utilized your own promotion 
  Sincerely,
  
  *********** ******

  Customer Answer

  Date: 10/24/2024

  In this screenshot of his own submitted document at 10:19 am he stated that the items will be shipped at 3:30-4pm at 2:09 pm the same day October 17th i in his own highlighted text stated to take off the expedited shipping and go back to the standard shipping then 2:14 pm you resulted that it was still likely to arrive on Saturday in a effort to dissuade the change that i requested prior to the departure of the package... so fact is Package didn't ship until 3:36pm and 2:09 pm I requested clear as day to change to standard shipping and was not ignored but instead was written off bc he didnt want to... and is claiming postal shipment was at 10am even by his own admission wasn't until 4pm and postal site confirms a 3.36pm pickup so he had time even if he had pulled it labeled it and shipped it the following day that would have been acceptable bc the end was its not arriving by Saturday so it doesn't matter if it takes 5 or 6 days to deliver bc i won't be home during those missed days anyways ... your a dishonest company and you don't even honor your own terms of service 

• Initial Complaint

  Date:08/18/2023

  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.

  They took no responsibility for sending me a damaged product.

  Business Response

  Date: 08/18/2023

  Customer reached out to us with pictures of a direct thread mount that had a tiny bare spot in the nitride finish on the threads, while still inside the *** packaging. We responded that while the small blemish would not impact the use of the mount we would bring in the *** for their guidance and cc'd the ***. (As stated in our posted Ts&Cs, all product defect/warranty issues are handled by the ***.) Customer began making unfounded accusations that we damaged the product prior to shipping and then resorted to degradation of our business.

  Attached is the email chain showing where the *** was immediately brought in for resolution. Also attached are the Ts&Cs that are agreed upon at checkout showing how product warranty issues will be handled.