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:05/22/2024

  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.

  The scam is that Top Lid prints a ***** label with tracking number. Sends the tracking number to the customer but never gives the box with the product to *****. Then Top Lids blames ***** for not shipping. I paid $560 and never got the aquarium lid I paid for. Top Lid CEO, *******************, lies about delays.

  Business Response

  Date: 06/11/2024

  This response was taken verbally by the BBB:

  The consumer has received the top at this time. 

• Initial Complaint

  Date:02/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 contacted the website about a custom aquarium lid. Was texted by a ****** who explained a few things, took my photos and a diagram. He told me in a few days I would get a 3D model for approval but I had to pay first. He sent me a link to make a payment. 5 days passed with no model. I website chatted asking where my model was. He said it was on it's way. Later that same day I received an email asking for all the measurements and photos again. I did not want to continue with the process as I was under the impression they were working on the model based on the information I gave ******. When I requested the refund I was told they keep 30% administration fee after 24hrs. I don't agree with this. Nothing was modeled, cut, made in 24hrs. It took me chatting them up to even get the measurement form. Since they refused to give me the refund we continued with the process. Now they have sent the model. It was wrong, as was the 2nd, 3rd, 4th models. I have begged and pleaded for a refund. They are holding me ****** over 30%. I either give up 30% and lose $140 for nothing, or I am forced to continue with them. I am beyond frustrated. I want a full refund so I can just leave this all behind. I was mislead during this whole process.

• Initial Complaint

  Date:02/13/2024

  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.

  In the beginning of August 2022, I started the process with Top Lids in ********** **. to make a custom lid for my turtle tank. Most of this was done over the phone or through texting. Pictures were sent of exact measurements requested to make the lid fit just right. ******************* was the one I dealt with for most of the time. It took from the beginning of August of '22 until the Middle of March 2023 until the lid was ready to go and was sent to me. The front of my tank is lower than the other 3 sides, so I decided to buy a new tank with level sides since the lid would need all sides even to fit right (This was while it was in the making.) I ordered a new tank from the pet shop but was stopped shortly after by *****. He insisted that they could make guard rails for the lower side to make all sides even. He then asked if I would be able to cancel my order for the new tank. I contacted the pet store and they were able to cancel. When I received everything from them, I put the new guard rails on and they were wobbling back and for. They were useless. I contacted ***** and sent a video also. He said they would send replacements but then proceeded to send a picture of what that would look like showing the measurements also. I was asked whether this was OK, or are these measurements correct. All measurements were given to them by way of pictures. I was not previously asked if any of the other measurements were correct. Not even for the lids. if I had said the first brackets were "OK" They weren't. How could I possibly know if the next ones are good. This is what THEY do for a living and I should know this? They made a mistake, but they want me to tell them the new set is right and then pay them more for any sets that don't work thereafter if this one doesn't work. I was willing to buy another tank and they stopped me. They want my approval to make the new set but this is their end. I am willing to send pictures of everything they need, but I can't approve if it will work right.

  Business Response

  Date: 06/11/2024

  This response was taken verbally by the BBB:

  The consumer provided the measurements and we sent to the consumer who stated that the lid did not fit. We offered to remake for the client but they would need to pay and they were not happy.