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:02/19/2025

  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.

  I brought in 5 boxes for shipping on Jan 10th. 2 boxes contained ******************* external hard drives, Wi Fi routers, Passports, Sabrent hubs, keyboards and other computer equip and weren't sealed. The *** indicated the items could fit into one box. I wasn't advised to declare values or provided with options on insuring them. Tracking No. 1Z17V5010352941516, wasn't sealed prior to my leaving The *** Store and didn't make it to **. I contacted the store on numerous occasions (8) and received conflicting or no info. On Wed, Jan 29 I was told the store would put in a claim. I asked how they would know the value since no one asked me. **** stated they should have asked me when processing the package. Told me to send an email with screenshots/values for replacing the items and he would submit it with the claim. I emailed the info that night. Approximate replacement value $3,500. Thurs, Jan 30 Told my email was received and would submit documentation with my claim. Fri, Feb 7 Told claim processed. Couldn't see the amount. Wed, Feb 12 Received check from *********** for $267.45. Called *********** and was told that the claim was only submitted for $100.00 and the shipping costs contrary to what I was told by The *** Store. Thurs, Feb 13 Emailed The *** Store **************** to escalate complaint. No response received as of today. It should be incumbent on staff to advise all customers on declaring values for their items and about insuring items. They failed to do either in my case. I also find it beyond circumstantial that the only package that wasn't sealed and containing the most valuable items was lost. This leads me to believe that the package didn't leave The *** Store as contracted or was placed on a truck but never made it into the Facility. In either case that would seem to indicate that the package was taken/stolen by an employee. I'm not sure what can be done to recoup the loss but wanted to express my feelings of dissatisfaction with the process.

  Business Response

  Date: 02/19/2025

  The customer came in and informed us that the box contained "computer equipment". He did not specify what exact computer equipment was in the box. When I started talking to him about the claim needing to be started there were was an issue with the claims portal. Most times I tried to log into it it would pop up an error message. I included a screenshot we got from our store support team stating that they knew of the issues and were working to fix them. I was able to get his claim entered. I entered the claim amount for the max that it would let me ($100+ shipping cost) because extra declared value was declined by the customer. He sent me an email with the pictures and value of everything. I was able to add the pictures a few days after receiving the email. I have included a screen shot of his claim with the list of pictures that were added. I never told the customer any value to expect to be paid because that is out of our control as The *** Store. We enter the claim info and *** Claims department determines the amount that needs to be paid based on the individual circumstances. I did tell the customer I would add all the information that I had, which I did do. When making a shipment the customer is required to check the address and other information we entered to verify it is all correct. This page includes a section for declared value. It clearly states that additional declared value was being declined. The customer signed this page insuring everything, including the additional declared value being declined, was correct. I have included a file of the signed ***. I have also included a picture of a mock shipment I created to show what the customer saw before signing the *** that states the additional declared value was *********** for the implication that somebody at our store stole the package, if he does a police report we will be more than happy to pull the camera footage to prove that it did in fact leave our store when it was supposed to.
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22957367
  
  I am rejecting this response because:
  I was told to review the addresses to make sure they were correct and then scroll/hit the button to go to the bottom of the form and sign.  There wasnt any mention that there was information pertaining to values, etc. between the addresses and the signature portion.  It is, in my opinion, a deceptive practice not to verbally inform customers about declaring values and insurance options.  I was in The *** Store on January  8th and shipped two boxes and again on January 10th, the date in question, to ship what should have been four boxes.  I wasnt told on either occasion about declaring values and/or about insurance options.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/24/2025

  I see where you are coming from. We have every customer check and verify all information about the shipment, including the declared value. I will 100% go over this with the employees to make sure we are being more clear as to what customers are supposed to be checking before they sign. It is a quarter of that screen that mentions declared value. I'm sorry we were not more clear and we I will go over that with everyone. It was signed as declining additional declared value. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22957367
  
  I am rejecting this response because:  I understand and I believe the business fully understands that this is a toothless and meaningless process.  Their response, if actually implemented and put into action, is good for future customers but doesn't have an affect on my situation.  It is unfortunate but I could have achieved the same result I'm getting right now if I would have dumped my deceased brother's computers and computer accessories in the middle of the street.
  
  Sincerely,
  
  ******* *******