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:08/19/2024

  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.

  I have been trying to get a resolution since October 2023. This is in reguards to a pair of brand new eye glasses that were lost by *** in transit. The letter attached explains the situation. I am seeking a refund for shipping costs plus the $100 due when a package is lost. When first contacting the store about this matter, per the owner's employee, I was told it is my responsiblity to contact *** directly about the claim. The first inforamtion given was for franchise support which I received no assistance. I filed a report via USP but was told it is a franchise matter. The owner did inlcude me on an email for her contact at franchise support and I have not received any updates or responses to her inquiry. The owner promises to call back but doesn't and further doesn't follow through on emails. We are deserving of the refund for the shipment plus the $100 due when a package is lost. This is a matter between the franchise and corporate, It's obvious by the way the system is set up because as a consumer, I cannot contact anyone at corporate ***. The store needs to refund all monies due and take up the matter with ***. I am including a picture of the envelope that shows where part of the packing came unglued allow the glasses to slip out. The owner made a comment to me about using that envelope for sending the glasses. If the envelope may not have been subiable packaging for the glasses. If true, why wasn't this explained to my husband? He was overnighting a pair of $400+ BRAND NEW- NEVER WORN JUST PICED UP FROM THE ********** glasses. He would have paid for different packaging if prompted. This is ***'s are of expertise, not a frantic, stressed out husband trying to assist his out of state emotinal wife who just lost her sister and also lost her mom Sept of '22. It's terrible that I have to keep reliving this stressful time at each attemept to get this situation resolved. The info is filed under my husband's cell with ***, ************

  Business Response

  Date: 09/12/2024

  Hello team,

  Sorry, we did not see the previous follow up. After checking the history of this case, we did file a claim with the **** We are just the store. Once the package was handed over to **** they are responsible to deliver the package safely if possible. We provided the detail info with the *** contact name to customer. We did also advise the customer using the box instead of bubble mailer. It is obvious that fragile glasses are not safe in the bubble mailer. Anyway, we are following up with *** on this matter again. If *** cannot resolve since it was the poor packaging, we as a store is willing to reimburse the shipping fee.

   

  Thanks,

  ***************************

  *** Store 1412

• Initial Complaint

  Date:06/14/2022

  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 was given incorrect shipping information by two employees at this location, after specifying that due to air travel, a package with time sensitive goods needed to arrive by a certain date. I paid for additional shipping and was told that the package would be delivered on time. The package had to be returned to me because the information I was given was false, and I am being told I cannot get a refund although the only reason I purchased that shipping was because of the information told to me at the store. The corporate office will not help me.

  Business Response

  Date: 06/18/2022

  Hi ******, So sorry for the inconvenience. I did talk to you on this on the phone and explained the situation. 

  I see you have shipped the package using 3 days select (3 business days service). You shipped the package on Saturday. Saturday's shipment does not get processed until Monday. The delivery date is showing for 6/16. You were probably thinking 3 days from the shipping date. Even the screen showed you the estimated delivery date before you signed. Please let us know if we can help further. By the way, they don't refund unless the package got damaged or lost.

  Thanks, RB