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:05/26/2024

  Type:Sales and Advertising 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.

  This is an online store that is a go-between for resellers. They are allowing scammers to sell clothing on their site and steal money. Only after the purchase does it show that the emails and names are completely different. I'm currently waiting for my bank to reach out to the fraudulent person for a response. After immediately reporting, the item was no longer available on the site, although the day before, there were several sizes. They do not check anyone. Just make a profit and let scammers steal money. Buyer BEWARE.

  Business Response

  Date: 05/28/2024

  Each store on Storenvy is run by an independent merchant who handles all their own products, shipping, and refunds themselves. If you are having trouble with an order that you placed on Storenvy and the store will not resolve the issue for you, we ask that you reach out to ********************************** with the details so that we can help.
  
  In the case of your order #******** that you placed three days ago, I do see that you contacted us the day after you placed the order advising that you believe we are allowing scammers on our site and ripping people off (because you do not believe the email address for the store that you ordered from is real), and that you would report us to all sites including this one. We asked that you let us know if you were unable to get a cancellation and refund from the store owner, but we did not hear back from you.
  
  We have investigated the store that you purchased from and can confirm that they have a long history of shipping and fulfilling the orders that were placed with them. The store that you ordered from posts a 7 to 14 day delivery time, and 1 day is much too soon to have received your order. Stores are not required to use email addresses that have the same name as their store name. Regarding your concern that the product is no longer active, I took a look and the product that you purchased is still available for sale in various sizes. I'm not sure why you have not been able to find it. It is available here: ******************************************************************************************************************************************
  
  Typically, if there is an issue with an order that you placed through a store on our site, we first ask that you try to communicate with the store owner and let us know if they do not resolve the issue for you within a few days. If that happens we will try to reach out to the store owner on your behalf to resolve the issue. In the vast majority of cases the store owner will resolve the issue. In those cases where the store owner does not resolve the issue then we will typically deactivate the store. However, in this case you chose to file a PayPal dispute against the payment that you made and did not give the store a chance to resolve the issue for you. I am showing that PayPal has already returned (or is in the process of returning) the funds to you. At this point there is no action that we can ask the store owner to take for you as the funds have already been returned (or are in the process of being returned) to you by PayPal.

• Initial Complaint

  Date:01/02/2024

  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 ordered 3 *** Sets of Past Nickelodeon programs. The disks arrived, and the covers on the *** shells were printed. The Disks inside were blank. Each disk had only a blank white label. When I loaded them into the *** Player, it said they all had no content. I checked on my computer and was informed they were blank, awaiting to be burned. I have uploaded pictures showing this. I emailed the company, Cult, and OOP Blu Rays, and they did not reply. I e-mailed Storenvy and they sent an e-mail to the seller telling them to do something about my problem. That was 12/11/23. From that point on, neither COBR or Storenvy have returned my e-mails. As with other complaints, My receipt was issued by Storenvy, not Cult and OOP Blu-Rays. I don't suppose using Storenvy's platform is free. For all the fraudulent sales, Storenvy is makeing money. So it makes sense to to help people get refunds. When Amazon was a wash in fraud and scam sellers from *****, they bit the bullet and supplied the refunds. Amazon has cleaned off more than 20k fraudulent ******* companys. I see Cult and OOP Blu Rays as still selling blanks and you are still profiting. A refund is in order.

  Business Response

  Date: 01/02/2024

  Sorry for the trouble! I do see that you contacted us on December 11th and at that time we replied and asked you to try reaching out to the store owner, and to let us know if the issue was not resolved. I am not seeing that we heard from you again until now in this complaint. I apologize again for the trouble with that store. We have shut them down. Unfortunately I would recommend filing a dispute with PayPal to receive a full refund. Please note that each store on Storenvy is run by an independent merchant who handles all their own products and refunds themselves.
  

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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.

  No shipping number or tracking number, no second response, no product. 15 days

  Business Response

  Date: 12/08/2023

  Sorry for the trouble! Please reach out to the store if you haven't already. Each store on Storenvy is run by an independent merchant who handles all their own products, shipping, and refunds themselves.
  
  There are several ways to get in touch with a store.
  
  After you place an order
  -->>Storenvy will have sent you an email confirmation when you placed the order. You should see the store's contact information there.
  -->>If you paid through PayPal, they will have sent you an email confirmation when you placed the order. You should see an email address for the store there.
  -->>If you have a Storenvy account, you can view your past orders and there should be a contact link for each store next to each order.
  
  If you have already tried reaching out to the store owner and have been unable to get the issue resolved, please reach out to ********************************** with the details so that we can assist you with this. To date we have received no messages from you other than this complaint.

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair 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 purchased a bridesmaid dress on May 28 2023 for $169 . The seller emailed me informed seller it was for.my wedding. Sent the dress to ********* to my bridesmaid, dress was completely different from the pictures. Contacted the seller was informed they need to speak to the factory, now seller isn't responding to emails. Made a complaint on PayPal, I just simply want to return this dress and receive my refund. This is horrible customer service, now I have to search for new bridesmaids dresses before my wedding. This company emailed me and informed me the site has independent sellers and they can't help now I'm out of money . This should be illegal.

  Business Response

  Date: 07/21/2023

  Sorry for the trouble with this order! I was able to locate a message that you sent us on July 10th and I can see that we sent a reply to you 30 minutes after your message was received. It is true that each store on Storenvy is run by an independent merchant who handles all of their own products, shipping, and refunds themselves (as we let you know in our reply).

  We also stated in our reply to you "If you do not receive a response soon, please let us know and we would be happy to contact the store on your behalf. Please allow at least 4 business days for the store to respond to your email."

  Other than this complaint to the Better Business Bureau I was not able to locate any other communication from you to us regarding this matter. Please reach out to ********************************** with the details (being sure to mention that you tried to contact the store owner but were unable to get the issue resolved), and we would be happy to reach out to the store owner on your behalf.

• Initial Complaint

  Date:05/30/2023

  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.

  I placed an order via PayPal for two (2) jars of Tualang honey on May 7, 2023. The order was accepted through Storenvy. Storenvy collected the funds and provided a receipt. Ten days later there was no correspondence or product. I contacted both the "seller" and Storenvy to request a full refund. I received a response first from Storenvy stating that I must deal with the individual seller. I have contacted the original seller (in ********) and have been given the run around , (1) will get back to me in two hours, (2) the honey will be issued by a local distributor in Georgia (hence not ********* honey), refund will be received by May 28, etc. When I reached out again after May 28, I received an email from the seller asking for ACH wire instructions, my bank's routing number and my account number. The original payment was through PayPal. I again contacted Storenvy and was again told that I have to deal with the original seller.Since Storenvy collected the funds via PayPal and provided a receipt, they are not exempt from liability if one of their "sellers" is engaged in a SCAM or other fraudulent activities. Storenvy cannot then simply claim they have no responsibility. The funds need to be refunded. There is no way of knowing if the two entities are in cahoots with one another, with ****** company claiming "no responsibility." A full refund in the amount of $159.99 needs to be issued to me immediately since that is how the monies were collected - by Storenvy. Then they can deal with their unscrupulous "seller" to recoup the funds. Then certainly more due diligence would be in order, and not simply a shoulder shrug claiming "no responsibility."

  Business Response

  Date: 05/31/2023

  Hi *****,

  Thank you for bringing this matter to our attention, we truly appreciate that. I want to address address a misconception that I noticed within your initial complaint. Storenvy is not in cahoots with this seller.  We host a website/marketplace and allow businesses/artists to sell their products through their own stores. The seller found on Storenvy all have to set up their own PayPal or Stripe to process payments for purchases made through Storenvy. If you go look at the screenshots you sent ** about this matter, you can clearly see that payment was made from your PayPal account to the seller directly via their PayPal account, not **********************'s. Unfortunately, we have no control over the seller payments/refunds.  This is why our support was asking you to file a chargeback through PayPal for "product not received". Filing this dispute will be an easy win, it is clear the seller did not send you the product you paid for.  

  We agree this experience is from satisfactory and not the type of experience we want for shoppers. I also want to address you did the right thing by reporting the seller asking you for your ACH information. This kind of activity is a clear violation of our terms of service that the seller agreed to. Due to this gross violation of our very clear terms of service the seller's account has been terminated. We have zero tolerance for this activity. Thank you for reporting this. 

  I want to encourage you for file the dispute with PayPal. It should be a clear case of product not received and PayPal should side with you as the merchant has provided no tracing information and the product was not shipped. Due to the payment being made to the seller's PayPal account, we can not do what the seller should have done and refund you.  This is why filing a dispute with PayPal is your only path to getting refunded. Please feel free to use this BBB response from us as additional evidence to further strengthen your dispute claim.  We are happy to provide you with anything you may need to help resolve this matter with PayPal, please reach out to support if you need anything else.  

  Customer Answer

  Date: 06/01/2023

  I am rejecting this response because:

  Although their response is well written, it is actually missing the point. (1) Storenvys response admits that they had entered into a contract with East Honey and **************** (2) Storenvy issued the receipt for the purchase. To now backpedal (which apparently from the complaints of other consumers is a clear pattern) is unethical on a small scale and fraudulent at the other end of the spectrum. If Storenvy is not involved then why did they get involved? If the sale for ********* honey was the seller, PayPal AND the consumers responsibility, then those facts should be clearly communicated to consumers BEFORE a transaction is completed, and not shrugged off afterwards. In addition, Storenvy OFFERED to communicate with the seller on my behalf, then backpedaled when they saw the seller was problematic. Their offer clearly demonstrates that Storenvy does have a responsibility to consumers (and in this case me). I believe that (1) Storenvy is absolutely involved in the transaction, (2) should take responsibility to refund the $159.99, and (3) recoup the funds from a seller with whom they had entered into a contractual relationship, and not pass the buck after the transaction is completed or has gone awry. Finally, the honey was needed because I am a Stage IV cancer patient, hence the hassle from both Storenvy and THEIR seller (and not receiving the honey to boot) is a bit much, and has left an extremely poor impression of both. Going forward, any review or word of mouth will be exactly what I experienced from both clearly demonstrated unscrupulous companies.

  
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair 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.

  Bought a product and it did not come in time.asked for a refund and never received it. Contacted both seller and storenvy. Storenvy said they were not responsible for the problem. I am just wanting a refund.

  Business Response

  Date: 05/08/2023

  Each store on Storenvy is run by an independent merchant who handles all their own products, shipping, and refunds themselves. As we let the customer know a few times now via email, we attempted to contact the store owner but were unable to get a satisfactory response. For that reason we have deactivated the store and removed them from our platform. Unfortunately we are unable to process refunds on behalf of the store as the funds for the order never actually touch Storenvy's account. The customer should file a dispute with their bank or credit card issuer to receive a full refund. Please also see the attached screenshot of one of the emails where we previously explained this in detail to the customer.

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because: there was no information given to me that proves storenvy removed this company from their platform. Also my bank cannot ***** me the money back for a purchase I made. They are telling me to contact the company I purchased the product from. There should be some financial safe guards for the customer when things like this happens. Removing the company from the platform does nothing for the customer who's money was stolen.
  

  Business Response

  Date: 05/09/2023

  It can be verified that the store is no longer active by attempting the visit the store's former page and noticing that it gives a generic Storenvy page and no longer shows the store: *******************************************.
  
  All banks and credit card issuers have protections in place for all purchases that are made through them. It is called a chargeback/dispute. The customer needs to contact their bank and advise that they wish to initiate a chargeback/dispute against the charge in question.

• Initial Complaint

  Date:08/03/2022

  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.

  Made purchase on 7/2/22. Never received item. Made several attempts to contact the seller directly with no return response via email. Contacted store Store Envy. Advised they would attempt to contact the seller and get back to me. Ive heard nothing back yet and Ive been charged for the item. Im very worried that this is fraud.

  Business Response

  Date: 08/03/2022

  I apologize for the trouble with that store. We have attempted to contact the store for awhile and at this point we have yet to get a satisfactory response, so we have shut them down. Unfortunately we are unable to process refunds on behalf of the store as the funds for the order never actually touch Storenvy's account.
  
  I recommend that you file a dispute with Afterpay to receive a full refund.
  
  They are very proactive in handling incoming disputes after receiving information from your bank or payment processor, and will usually issue a refund immediately while they review the case, as well as charge the seller a chargeback fee.
  
  After notifying the seller of the dispute, if they don't receive proof that the order was fulfilled as described, they will not return the payment to them.
  
  Please contact Afterpay for information on how to file a dispute with them.
  
  Again, we're so sorry for the trouble which is not typical of Storenvy store owners.