Complaints

This profile includes complaints for Pop Top Heaven Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pop Top Heaven Inc

  31650 Dunlap Blvd Yucaipa, CA 92399-1602

  
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  Pop Top Heaven Inc

  PO Box 1549 Yucaipa, CA 92399-1436

  

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:08/13/2024

  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.

  As you can see, this business has numerous complaints against them already. I'm not surprised. I WAS GOUGED ON S/H FEES and experienced utter dishonesty and gaslighting from them, especially a woman named **** at the company, along with poor customer service in terms of getting back to me in a timely way.They quoted me an improper shipping fee and did not disclose the handling fee, which was about 3x as much as the shipping cost. I discovered the actual shipping cost by giving the package to my local postmaster who told me how much it actually costed. When I told them about it, they have refused to reimburse me for the incorrect shipping fee and the hidden handling fees and instead try to blame me, which is ridiculous, since it's all in writing between us. BUYER BEWARE OF INACCURATE SHIPPING FEES AND HIDDEN HANDLING FEES IF YOU DECIDE TO DO BUSINESS WITH THIS COMPANY.

  Business Response

  Date: 08/19/2024

  The customer was charged for the two items plus shipping. After the invoice was initially sent, the customer asked for a reduction in price on either the shipping or the item. We let him know we have to charge what we charge to pay for the time it took the employees to uninstall the used parts, package, and take them to the post office. The customer approved the invoice by paying for it, if he did not want to pay for the shipping, he did not have to purchase these items from us. After the item was received the customer requested a refund on approximately 2/3 of the shipping price. We  stated we are not able to issue refunds on shipping especially after items are received. We offered to refund the customer in full if they shipped the parts back to us. We're sorry that the customer feels like this is unfair, but we are not able to offer wholesale shipping costs. 

  Customer Answer

  Date: 08/21/2024

   I am rejecting this response because:

  I will not do business with this company again. Their last response is the same reasoning Pop-Top Heaven gave to me in email between us, and they continue to ignore the facts and evidence and make any changes to be fair to customers. That discussion is attached (if it is allowed), as is my invoice, which shows the shipping charge but not the hidden exorbitant handling fee, which was undisclosed to me. Here is the rest of my response, in a nutshell. my responses are marked by an asterisk*:

  The customer was charged for the two items plus shipping. After the invoice was initially sent, the customer asked for a reduction in price on either the shipping or the item. We let him know we have to charge what we charge to pay for the time it took the employees to uninstall the used parts, package, and take them to the post office.

  *This is false. I was charged shipping and a hidden, non-disclosed handling fee (see attached invoice only says "shipping" and not S/H). The shipping fee was appox. $8 (I had my local postmaster scan the code to determine this). I was told by the company that the shipping cost was ***** and that there was no wiggle room because, and I quote the employee, "We don't have any wiggle room in the shipping quote since this was provided to us via ****.com." So, I trusted that and grudgingly paid what seemed to be an exorbitant and inflated shipping fee. When I got the package I found out that, sure enough, the $***** was not the shipping cost the company got from **** (the package was feather light). When I questioned the employee about it, she said that the $***** included a handling fee. I said, well then it's not true what you said about the shipping cost, and you never disclosed a handling cost (again, note the invoice). Finally, I don't even think they had to pay employees to "uninstall the used parts" because I was previously told that they had a lot items marked "handles" (indicating they were already loose). Regardless, if you charge a handling fee, fine, but you need to disclose it (which they did not) and be honest and accurate about the shipping fee.

   The customer approved the invoice by paying for it, if he did not want to pay for the shipping, he did not have to purchase these items from us.

  *This not entirely true. I approved an amount that I was falsely told was the shipping fee. So, I grudgingly agreed to a falsified fee.

  After the item was received the customer requested a refund on approximately 2/3 of the shipping price.

  *Yes, that 2/3 was their undisclosed handling fee! It is 3x the amount of the shipping cost :/ and they don't disclose that.

  We  stated we are not able to issue refunds on shipping especially after items are received.

  *Yes, they did, and I told them that they are obligated to issue a refund because the shipping fee was falsified.

   We offered to refund the customer in full if they shipped the parts back to us.

  *Almost accurate: they offered a "full" refund but would not cover my cost to return the items. It's a bogus offer anyway, because, as I told them already, I was not dissatisfied with the items, just their dishonest "shipping" cost. When the manager wrote me back she confused me with another customer who was ordering awnings (I ordered handles) and also seemed to be complaining about the shipping fee.

  We're sorry that the customer feels like this is unfair, but we are not able to offer wholesale shipping costs. 

  *Ironically, they are the ones who told me that shipping would be "wholesale," which was the same price they got from ****. Their arguments amount to gaslighting and plain dishonesty. I have gone to this trouble out of principle and to warn other buyers, because every buyer I know dislikes being gouged for shipping and handling.
  
  Sincerely, **********************

  
  

  Business Response

  Date: 08/26/2024

      The invoice for the parts, tax, and shipping was presented to the customer with the total we would be collecting for our product and shipping. The customer paid the invoice and the product was shipped. The total price was disclosed, there were no additional surprise or hidden fees after the invoice was paid for. The customer received the items and told us he was pleased with the parts. We have offered a full refund for the returned parts and original shipping costs if unsatisfied, but the customer has refused. 

      The customer has decided that we should only give them a wholesale price on shipping, which we are unable to do. When we explained to the customer that the shipping charges cover our time to package, transport to the post office, and ship the package he has now decided that these are hidden fees. My employees went above and beyond to make these otherwise unavailable parts available to him. We are a small business and it is our busy time of the year. We let him know it could be up to a week before we could find out if we had the parts available for him, as we have a lot going on as an RV dealership in the summer months. Otherwise our correspondence was within a few business days every time, and most of the time within 24hrs, which is well within reason in my opinion.

       In the meantime he was snarky, disrespectful, and condescending to my female employees in the front office that really went out of their way to help him get what he needed. As I took the time to read through his correspondence with them, it became clear that perhaps he has been trying to set us up this whole time to try and get the parts and/or shipping for free. He repeatedly asked for pricing adjustments and we had declined to give a further discount after already charging less because he was purchasing 2 items. I was further disenchanted by the email correspondence with his attitude toward them and I will not tolerate it. If I had known how he was treating them, I would not have let them help this customer further because I do not believe anyone should deal with disrespectful individuals, life is stressful enough as it is. We wish him peace and positivity.