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:01/06/2025

  Type:Service or Repair 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.

  Added order number and return info

  Business Response

  Date: 01/07/2025

  All customers are have full visibility to this 10 week period notice prior to processing a return submission, as seen in screenshots. All customers receive this information direct to their email inbox once they make a purchase. If they email us, ************************************************ an auto-reply and FAQ. On our returns/exchange policy page where a customer can access the return submission portal and review our policy, the 10 week period is stated at the top of the page. When a customer submits a return within the portal, direct access to this information identifying the 10 week window and an agreement to reading and accepting this window is at the top of the page, also seen in the screenshot.

  We do not offer instant refunds at time, and have not offered instant refunds in nearly a calendar year. As our returns increase, we have an equally increasing backlog of refunds to process due to limited cashflow as a very small business. We receive more refunds than we can feasibly process in day without going out of business. When a customer's return delivers to us, we do not process the inventory immediately. It goes through an extensive quality inspection process when staff has the capacity to do so, as only a few people work here. The customer's part of the claim to processing their returning inventory upon delivery is false and unfounded.

  We are continually making improvements to our website, putting this 10 week window in as many places as possible and clear in all website return areas to mitigate this issue. We fully acknowledge that this is an exceptionally long period for refunds. We are understanding of consumer financial strain and, if a customer reaches out, we are consistently making exceptions and helping in the process. This customer has no record of outreach or emails to our singular company inbox. Our intent is never to deceive or withhold, rather, we cannot stay in business in issuing refunds at the rate in which people make purchases and returns as though we are ******, or another big box company. 

  As it is only Jan 7, we have already held two internal company meetings regarding a strategy to access a greater amount of cashflow in order to narrow this window. We are doing all that we can at this time. Thank you for your time and consideration into our response.

  Customer Answer

  Date: 02/04/2025

  My complaint has not been resolved as I still have yet to get a refund from ripton for merchandise I sent back months ago

  Business Response

  Date: 02/04/2025

  This customer has already submitted a ******************** complaint regarding the same order.

  All customers are have full visibility to this 10 week period notice prior to processing a return submission, as seen in screenshots. All customers receive this information direct to their email inbox once they make a purchase. If they email us, ************************************************ an auto-reply and FAQ. On our returns/exchange policy page where a customer can access the return submission portal and review our policy, the 10 week period is stated at the top of the page. When a customer submits a return within the portal, direct access to this information identifying the 10 week window and an agreement to reading and accepting this window is at the top of the page, also seen in the screenshot.
  We do not offer instant refunds at time, and have not offered instant refunds in nearly a calendar year. As our returns increase, we have an equally increasing backlog of refunds to process due to limited cashflow as a very small business. We receive more refunds than we can feasibly process in day without going out of business. When a customer's return delivers to us, we do not process the inventory immediately. It goes through an extensive quality inspection process when staff has the capacity to do so, as only a few people work here. The customer's part of the claim to processing their returning inventory upon delivery is false and unfounded.
  We are continually making improvements to our website, putting this 10 week window in as many places as possible and clear in all website return areas to mitigate this issue. We fully acknowledge that this is an exceptionally long period for refunds. We are understanding of consumer financial strain and, if a customer reaches out, we are consistently making exceptions and helping in the process. This customer has no record of outreach or emails to our singular company inbox. Our intent is never to deceive or withhold, rather, we cannot stay in business in issuing refunds at the rate in which people make purchases and returns as though we are ******, or another big box company. 
  As it is only Jan 7, we have already held two internal company meetings regarding a strategy to access a greater amount of cashflow in order to narrow this window. We are doing all that we can at this time. Thank you for your time and consideration into our response.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ******

  Customer Answer

  Date: 02/05/2025

  They are saying I have not reached out to them, this is a lie, please see attached emails from communications since the beginning of January. I would like to ask for an expedited refund exception as they just stated they sometimes do. 

  Business Response

  Date: 02/05/2025

  This customer has been refunded, see attached. 

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ******