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:04/07/2025

  Type:Delivery 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 received a different product than the one ordered and paid for. I have tried contacting them by submitting a form in their app and also by phone and when calling I get the message they are currently closed, during normal business hours.

• Initial Complaint

  Date:12/15/2024

  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 placed an order for an item shipped and sold by flipcost on ******, which is a 3rd party vendor. This was at 6:23 on a Saturday evening, pacific time. I researched and realized this product was not going to fit my needs. I cancelled this order about an hour later through ******. I also emailed them to respectfully request to cancel this item. I received an email within a few minutes from them stating they can not cancel the order as it has already been processed and shipped. I then asked for the tracking number showing the item has been scanned/picked up. The ***ly I got back was, and I quote "We sincerely apologize for the inconvenience caused by not receiving your order. Rest assured, we are committed to resolving this matter for ****** assist you, we have already contacted both the carrier and our warehouse for investigation and resolution. We will update you with any information as soon as we hear back from them." What investigation? Nothing was lost. The *** had just emailed me prior stating its been processed and shipped, now they state it's lost? This 3rd party shop just does not want to refund my money. There is no way this item was packed, processed and shipped in under 90 minutes at 630 pm pacific time on a saturday. I was misled and do not feel like a valued first time customer. This is one of the reasons I do not order from 3rd party vendors. I am seeking a full refund.

• Initial Complaint

  Date:12/07/2024

  Type:Delivery 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.

  Complaint: 22653783
  
  I am rejecting this response because:
  
  
  Firstly, I do appreciate the response. I also see that a refund has indeed been credited to my account.
  
  
  However, the remainder of the message lacks credibility and truth. And I cannot accept the response based on that. Allow me to explain in detail. I will provide direct quotation from your message:
  
  "We have conducted an internal investigation to understand the root cause of this issue. It appears that there was a mix-up in the tracking numbers due to a system error. We have since corrected this issue and implemented additional checks to prevent such occurrences in the future."
  
  
  While this sounds like a reasonable resolution, it defies provable facts. A very brief search of Flipcosts reviews shows complaints identical to mine, stretching back to at least October 23 of 2024. This is the oldest feedback that ****** provides.
  
  
  Further, many of these complaints have been struck-through, with a response from ****** that the fulfilment was not the responsibility of the seller. Many people might not know what this means, so here is the explanation - Sellers can refute negative feedback with ****** by stating that shipping problems were due to the carrier. In this case, ***** or UPS.
  
  
  What this means:
  
  1. Flipcost was not only actively aware of these complaints, as it requires active engagement from Flipcost to request these "strike-throughs."
  2. ***** and *** do not provide the tracking number to the customer - ****************** does. Every single complaint that states a customer received the wrong tracking  number is in fact Flipcost's responsibility, not the carrier, ******, or anyone else.3. It is not an ****** fulfillment issue. The order stated "Ships from Flipcost. Sold by Flipcost." Which makes it a Flipcost warehouse, not Amazon.
  
  
  You provide the evidence to this with your statement " We have since corrected this issue". If this was a problem with ***************** it would be a problem they would have to resolve; Flipcost would not be able to.
  
  Additionally; your response does not explain how a tracking number, from several days before my order, was copied and pasted into my order. I saw one review that mentioned the customer was provided a tracking number that was several months old. I've worked in shipping for nearly a decade, between multiple different companies. There is no plausible reason for a previously used tracking number to be provided to a new order.
  
  I reached out on ******, asking for more clarification about how this was even possible - both Flipcost representatives simply provided my new tracking number and ignored my other questions. They then ceased responding. Very unprofessional.
  
  I ask this next question without sarcasm, this is a genuine question - This is a problem that has existed for months. Thousands of complaints. Are you genuinely asking me to believe that it was not resolved for ANY of those other customers, but has suddenly been fixed within a few days, as a result of mine?
  
  Further... I see that there are additional identical complaints that have been placed on the seller page AFTER my BBB complaint.
  
  Examples (I have redacted the names):
  
  " I did not get this item, it shows delivered but I dont have it. Zero rating. " By Amazon Customer on December 18, 2024."
  
  "Never received this order. Says delivered but not to me.. *** ex did not deliver to correct address."
  By Amazon Customer on December 15, 2024.
  
  "order did not ship to this address. says it was delivered to a dock with a signature. i do not have a dock nor the persons name that signed for it I do not know..."
  By Amazon Customer on December 15, 2024.
  
   Some of these have already been struck-through, which means Flipcost is continuing to actively respond to the negative feedback, and attempting to redirect responsibility. While these are not my reviews, they are intrinsic in my complaint, as it is part of my research into whether it was an actual mistake that happened to my order, or bad business practices on the behalf of Flipcost. Additionally, they provide overwhelming evidence that my situation is not unique, the problem is not unknown to Flipcost, and that it has not been corrected for myself or other customers.
  
  Therefore, I cannot accept this resolution on two simple grounds:
  1. Continuing feedback on Flipcost's store page shows, empirically, that the problem has NOT actually been resolved.
  2. Historical feedback and statistics prove that Flipcost has known this to be a problem for an amount of time that refutes simple justification.
  
  Sincerely,
  
  ****** ******** arly 25% or greater of their reviews mention the same complaint - wrong tracking number provided, item is signed for but not by customer, and a lot of the time, suddenly a correct tracking number is provided. Links: ******************************************************* ******************************************************************************* The BBB reviews mirror this result/these complaints. The overwhelming quantity and frequency of these reports defies any possibility that this is a limited occurrence or accident. This is poor business practice, and, as proven, a known and established problem with "Flipcost." They provide false information to customers, which costs customer time, both while waiting for delivery, then time spent tracking down where their order actually is.

  Business Response

  Date: 12/17/2024

  December 17, 2024
  ****** *.
  Disputes Resolution Specialist
  Better Business Bureau

  
  Dear ****** *.,
  Thank you for your letter regarding the complaint filed by Mr. ****** ******** with the Better Business Bureau (BBB), ID #********. We take customer concerns seriously and appreciate the opportunity to respond to this matter.

  
  We sincerely apologize for the inconvenience and frustration Mr. ******** experienced. We take full responsibility for the error and understand the importance of accurate and timely delivery of information.

  
  Investigation and Resolution: We have conducted an internal investigation to understand the root cause of this issue. It appears that there was a mix-up in the tracking numbers due to a system error. We have since corrected this issue and implemented additional checks to prevent such occurrences in the future.

  
  Customer Service: We strive to provide excellent customer service and are committed to resolving any issues promptly. We appreciate Mr. ********** patience and understanding in this matter. We have sent a full refund.

  
  Preventive Measures: To ensure this does not happen again, we are enhancing our order tracking system and providing additional training to our customer service team. We are also closely monitoring our processes to proactively identify and address potential issues.

  
  We value our customers and their feedback, and we are committed to improving our services based on their experiences. We hope that Mr. ******** will give us another opportunity to serve him better in the future.

  
  Thank you for bringing this matter to our attention.

  **** ***

  
  

• Initial Complaint

  Date:11/12/2024

  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 purchaed Canon Genuine Toner Cartridge 137 Black (9435B001) on Amazon via third party seller Flipcost on 11/7/24 for $94.23. It was posted as AMZN Mktp US********** ********************* WA on my PNC credit card account. I did not receive the item, although it says it was delivered on 11/8. I contacted the seller who has not provided the product or given me a refund. Upon review of the seller on ******, they have a 75% rating in the past 12 months (7618 ratings) with many reviews of similar issues where they take a customers money but do not deliver a product. I would appreciate any help in getting a refund so I can purchase the toner from a more reputable seller.

  Business Response

  Date: 12/17/2024

  Dear **************************ogsc="rgb(0, 0, 0)" style="margin: 1em 0px; padding: 0px; font-size: 12pt; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-stretch: inherit; border: 0px; line-height: inherit;">I would like to sincerely apologize for the inconvenience and frustration caused by your recent purchase of the Canon Genuine Toner Cartridge 137 Black (9435B001) through Flipcost on ******. We take customer satisfaction very seriously, and we regret that we fell short in your case.

  Upon reviewing your complaint, we have processed a full refund of $94.23 to your original payment method. You should see the refund reflected on your account shortly.

  We understand how disappointing this experience must have been, and we are taking steps to ensure better service in the future. Thank you for your patience, and we appreciate you bringing this matter to our attention.

  If you need any further assistance or have additional questions, please feel free to reach out.

  Best regards, 

  **** ***