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:07/26/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Hello,I am submitting a claim against this business due to a breach of contract and incorrect product description (counterfeit).I purchased an item online from this retailer on July 02. The item was shipped July 03, and took almost one month to deliver on July 25. It was for a brand name item called a Bogg Bag and I initially purchased it to use on a trip that would happen a few weeks later.They have a 30 day return policy for any reason, including I changed my mind. Since the delivery timeframe was so long and my opportunity to use the bag had already passed, I contacted the company requesting a refund. Though I had other reasons for wanting a refund, including the wrong color, damage in shipping, etc. I really only cared about the fact that I couldnt use the bag anymore and wanted to exercise my right to return it. They informed me that they couldnt process a return unless the item was damaged, which is not what their return policy states.After I received their email, I further inspected the item and found that it is a complete knock off of the Bogg branddifferent design, missing pieces, missing logos, missing tags, different material makeup, etc. I purchased a brand new Bogg bag last week from a local store, so I was able to easily compare. Not only are they ignoring their own return policy for unknown reasons, but they are selling fake items and using brand names to advertise them, which is wrong. I have several screenshots of their return policy, correspondence, and photos of the item I would like to provide, but this system crashes every time I try to upload them and I have to start the claim overIm happy to provide them in another form (via email or other) if necessary.

  Business Response

  Date: 07/28/2024

  Dear ******,
  We are truly sorry to hear about the inconvenience you experienced with your recent order. Customer satisfaction is very important to us, and we appreciate you bringing this issue to our attention.
  The bag you ordered is quite large, and our shipping carrier, ***** has to fold it for shipping. The bag is made from EVA ********* which is designed to be durable and resilient. The creases or marks you noticed are temporary and should disappear within a day or two.
  Our return and refund policy states that we only accept returns for items that are considered damaged. Since the marks on the bag are temporary and not permanent damage, it does not qualify as a damaged item.
  We understand this may be frustrating, and we apologize for any inconvenience this has caused. Please let us know if there is anything else we can do to assist you.
  Best regards,

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22047822
  
  I am rejecting this response because:
  
  Palmerey advertised and sold me a registered trademarked Bogg Bag but sent me a counterfeit and have refused to refund me my money.
  Ive included a copy of my sales receipt which includes the trademarked brand name and product image that they used, and a picture comparison of a brand name Bogg Bag (left, green) next to the counterfeit (right, brown) that they sent me.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2024

  We sincerely apologize for any disappointment caused by the misunderstanding regarding the **** bag you received. We understand your frustration and have carefully reviewed your documentation and photo comparisons.
  At Palmerey, we take pride in offering genuine products and are committed to upholding the integrity of our offerings. We acknowledge your claim regarding the bag not meeting your expectations as a registered trademarked item. However, our refund and return policy states that we are unable to accept returns of non-damaged items, which includes cases where the item received is not counterfeit but does not meet expectations.
  Despite this policy, we are eager to work with you directly to find a resolution that meets your satisfaction. Please contact us at your earliest convenience so that we may discuss possible solutions and ensure you receive a satisfactory outcome.
  We appreciate your understanding and look forward to the opportunity to rectify this situation.
  Sincerely,
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22047822
  
  I am rejecting this response because:
  

  Since you have acknowledged in writing that you are aware that you sold me a counterfeit item, then what you can do to ensure I receive a satisfactory outcome is provide me a full refund.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2024

  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 purchased a Bogg Bag from Palmerey (online site) on July 4th, 2024 and received bag on July 22, 2024. Not only was it a "FAKE BOGG BAG" they shipped it in a matter that the bag was defective when it arrived. Bogg Bags are made of Croc matarial and should not be folded up flat when shipped, the bag is out of shape and has crease marks all over it. Bogg Bags bares their Logo at the right bottom of the bag which this bag did not have the Bogg Logo on it. I emailed them emmeditaly after opening the package and explained I was not happy in the product I received and followed their return policy and they refuse to send me shipping label to mail it back to them and the refuse to give me a refund of $69.99. They kept emailing me back that the bag was not fake and the creases will come out after a while and they will not give be a refund. False advertise it is not a Bogg Bag and it was defective from the way they shipped it. The picture show how I received bag and there is one picture of the original Bogg Bag that I thought I was purchasing.This is their return policy below.We have a 30-days return policy, which means you have 30 days after receiving your item to request a return, if:(a) You have received a product with damaged or contaminated package;(b) You have received a product that is defective or otherwise bad;(c) You have received a wrong item;(d) You have changed your mind and want to return an unused and unopened product.To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Youll also need the receipt or proof of purchase.Sale Items: You have the same refund rights for sale items as you do for full-priced items.We reserve the right not to refund a customer if the item is damaged due to self-repair attempts or repair by a third party.