Complaints

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• Initial Complaint

  Date:11/20/2024

  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.

  We had a real estate closing and went with the documents about 3 pm for notary service and overnighting. One document required a witness and even though there were multiple people there, we were told that we couldn't ask any of them and one of us had to solicit total strangers in the parking lot for help (we were told differently on the phone before even coming). Once it was all finally notarized, we paid $65.01 to have the documents overnighted with delivery time by 10:30 a.m. However, they must have missed a cut-off deadline or something because the package got stuck in ******** at the hub and we got ZERO help from either *** itself or this *** store in getting any updates or notifications that it would be there at all. We do not understand HOW their computer could have clearly offered us a *********** of not only 10:30 a.m. the next morning but even 8:30, if that was the case!?! Did we mention that these were legal documents and very, very important??? Due to the complete lack of communication with all parties and not getting any updates at all, we then had to make alternate emergency arrangements with a signer & mobile notary and send an early overnight with *****, who did get it there as promised for $111 and beat this very, very delayed ********** addition, we returned to this *** store for assistance, only to be greeted by a rather surly young man in a totally empty store who was clearly not interested in helping, refused to do anything - not even look up the tracking on his computer, and just said "call *** for a refund" which was a total LIE!!! *** will not refund from *** Stores as they are independently owned. What a complete and absolute waste of $165 dollars and we have taken the matter up with our card issuer - we would like a complete refund for this appalling service!

  Business Response

  Date: 11/29/2024

  We have spoken to the customer and submitted the refund for the shipping as soon as we were allowed to.   We as the *** Store have no control over the shipping for any carrier i.e. ***, *****  That responsibility of the carrier, and the customer signs PSO stating that fact. As far as the notary fees we provided our services as described. We gave the package to *** on the same day and unfortunately it was delayed by ***.  Which is why they getting the refund on the shipping.  We didn't advise the customer to use another shipping vendor and get the notaries again.  That was solely their decision.  Also, the package that was originally sent arrived a day late but still only a few hours after the second one was sent by the customer, at its final destination. We have provided our services, as described and submitted for a refund from *** for the customer.  If the customer wants to pursue further, they will need to contact ***.  Sincerely, The Owner

  Customer Answer

  Date: 12/04/2024

  We do NOT accept this response.  The refund amount sent was $53.05 which IS NOT the amount on the receipt for shipping ($65.01) and there is no explanation of that and also no apology for the complete lack of services they provided.  The business seems to be trying to shift all their responsibility to corporate, however, they willing took our money and clearly stated they would deliver the next morning.  Then when that did not happen, they refused to help at all the next day, which DID require us to make alternate arrangements to get these documents to ******** on a Friday morning, having already missed the close of the month.  We were not notified that the documents would be delivered on Friday until nearly 9 p.m. at night on the 31st!!  There was NO help offered by either this business nor their corporate office and these were critical documents.  This store needs to admit they dropped the ball on this completely.  We are not cashing this check or closing this matter.