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Business Profile

Retail Stores

Terminal Depot

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Ordered a item for credit machine
    I do not need the item now

    They won't send me return label
    N no one returns calls

    Business Response

    Date: 11/12/2024

    The customer submitted a return request on the 28th after business hours. We called him the next day to clarify the issue with the cable, as he had indicated that he received the wrong product. We've occasionally seen this issue with this product because the terminal it connects to has multiple USB ports. The correct port is slightly separated from the others, so it’s easy to mistakenly plug it into the wrong one.

    During our conversation, he mentioned that his technician told him the cable didn’t work or fit, though he was unclear on the specifics. We asked to speak with the technician directly, but he said the technician had just left and would return the next day. We agreed to wait for his call.

    However, later that night, we received an email from the customer, asking why he hadn't received a return label. We replied, reminding him of our earlier conversation and that he would be consulting with his technician to determine the exact issue. We also offered to speak directly with his technician if that was more convenient. His response at midnight was, “Noooo I. Just want to return the item! ******** ******* and my credit card company if label is not sent to my email address in next 24 Hours.” Since this was sent outside of business hours, we responded the next day.

    The following day, we sent him the return label. We received the item back but discovered it was not the same cable we had originally sent. Although his return request stated that the cable didn’t fit, our inspection showed signs of extended use, such as bent and kinked connection port wires, which typically result from prolonged use. Additionally, the batch number on the returned cable didn’t match the original one we sent, suggesting a possible mix-up. Furthermore, not all accessories were included in the return.

    We attempted to reach him by phone on the 7th, but there was no answer. We followed up with a detailed email and sent another follow-up this morning but have not yet received a response.

Terminal Depot is NOT a BBB Accredited Business.

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