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:12/22/2023

  Type:Service or Repair 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.

  Attaching a letter with details

  Business Response

  Date: 12/27/2023

  Hello,

  1. They came on Saturday - it is not shipping day. Monday is a shipping day.

  2.Customs form at *** store now on the computer Infront of the customer and completed on monitor.

  ****** your husband came to the store - he used only bad words and screaming on the employers.

  Our stuff is training well and they are friendly. 

  4  The *** Stores are not keep the money. Everything going to *** corporation.

  5. If you need a refund you have to contact *** corporation.

  Thanks.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21043611
  
  I am rejecting this response because:

  Until I have refund Im not closing this complaint. This response is very unprofessional and I have already contacted ******** to report the issue and management of this establishment. As you can see the custom form was not at their store until I filed this complaint. They were managing illegally and need to be audited. Accepting my money to ship a package they that are not allowed is fraudulent. Ill await the ********oration response that also may address the excessive cost to ship at their location $222 and **** cost of $12. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/14/2023

  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.

  On Wednesday, 9/6, I went to the **** ***********, **, to send a document to PA. I arrived around 5PM and paid $41.36 for 2nd day air com delivery. I expected the documents to arrive by Friday, but by around 5PM on Friday, I was contacted by the lawyer because he did not receive the envelope. I checked the tracking #1Z0VW0780228960022 and found out it would be delivered on Monday by 7PM! I called the store, but got no answer, so I went into the store on Saturday, 9/9 and was told by the lady who originally waited on me that she had no authority to resolve this issue and I would have to call on Monday, 9/11, to speak with *****, the manager. On Saturday, I called and spoke with *****, the manager, who said he had to send in the complaint, but in his experience, they never returned anyone's money. He also added that although it does say 2nd day air com, they do not guarantee it, they only guarantee 1 day air com, which would have cost me about $92.00. I told him to send me a copy of the email he was sending to corporate but he sent me an email back denying me a refund and a copy of their policy showing a 2 day delivery was not guaranteed. I didn't think he ever sent anything to anyone except me; I felt he was just deflecting me. I believe it is false advertising to put on a receipt *** 2nd Day Air Com and have NO mention anywhere on the receipt that it isn't guaranteed. Furthermore, having to wait 5.5 days for a 2 day delivery from ** to PA in this day and time is excessive. I could have saved a lot of money by sending it through **** if I had known it was going to take this long! I would like to have *** add under their *** 2ND day air com-NOT GUARANTEED. (I do have emails concerning these conversations, but I couldn't upload them.)

  Business Response

  Date: 09/15/2023

  Hello,

  We are *** Store (franchise) not a *** corporation. We don't have any control on the deliveries and we don't do a delivery.

  The only what *** corporation guaranty is next day air. When i try to file a complaint they reject me because it is a second day.

  If is no information on the receipt. That how *** create it. We don't have a control of that. 

  The customer before paying have Terms of Service on the monitor in front of them.

  They have to read it and accept it. And it says Not Guaranty under the name of the customer.

  When she read it she did sign it. The *** did not see why to accept a claim.

  Sorry for.

  Thanks

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20599681
  
  I am rejecting this response because: Does it matter if they are a *** Store (franchise) and not a *** corporation? When a customer sees *** they have come to expect a certain level of professionalism and expectations.  If they have no control over the deliveries, they should TELL every customer that ONLY 1 day delivery is guaranteed and there is NO time limit on how long a two day delivery can take. He said when he tries to file a complaint "they reject me because it is a second day"- he never tried to file a complaint on my behalf because I asked him to cc me on the complaint and he directly came back in an email indicating it couldn't be done.  "If is no information on the receipt. That how *** create it. We don't have a control of that"- my response to that is *** should indicate that on the receipt, he may not have control over it, but *** does. I am sure that most customers that come into that store have no idea when they mail something through a *** store that 2nd day delivery can take any amount of time.  "The customer before paying have Terms of Service on the monitor in front of them. They have to read it and accept it. And it says Not Guaranty under the name of the customer. When she read it she did sign it. The *** did not see why to accept a claim"- That store was packed with people, I am sure no one had the time to read all of the terms and conditions that are displayed on a little screen before signing because if that were the case, it would have been midnight before that store would be able to close.  I do not think it is FAIR to any customer to call something 2 DAY DELIVERY, if that is NOT what it is!  The only thing *** should advertise is one day guaranteed delivery-NOTHING ELSE! 

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

  Business Response

  Date: 09/27/2023

  Hello,

  The customer did not have to read the document to the end.

  delivery guarantee or not just after the customer's name on the screen and everybody can read it because we ask everybody to check the names on the screen.

  And i don't share my inside information to the customer.

  And if she needs to have all that information on the receipt she has to contact *** ************. We don't create a receipt.

  And we did not handle the delivery and the information was provide to the customer.

  Thanks.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20599681
  
  I am rejecting this response because:  The response by the manager is written in such a manner that it is difficult to understand what he is trying to convey, other than he doesn't agree with my statements and is willing to do nothing to help me.
  
  Sincerely,
  
  *************************