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:03/29/2025

  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.

  On March 1, 2025 I emailed the following and I included 4 photos. One of the photos was of the order which stated "Reference: BSM-EJNEGZXW-OS, Order date: Feb 24, 2025, Item: BSMGRBTSBTUS, Description: the-secure-ulti-safety-grab-bar." To: ************************* "Yesterday, Feb 28, 2025, I received this order. The grab bar received was not the one ordered. As shown in the attached photo of the advertised grab bars, the "Secure Bar" shown on the left at a price of $24.95 is the one I ordered. Please notice in the photo the length of the bar compared to the size of the hand gripping it. Now compare that with the photo of the box I received titled Helping Handle. Please notice, in the photo of the box, the picture showing a hand gripping the "Safety Handle". The length of the Safety Handle is much shorter than the length of the Secure Bar that I paid for. The "Handle" that was shipped was not the grab bar that was advertised and I purchased.I need to return the "Helping Handle" and ask you to please send me the "Secure Bar" that I ordered. The shipment came from:OPENSTORE *********************************** Is that the address that I should return the wrong item to??Please advise,J. ***** ********"I received no reply to the above email. So on March 7, I paid $9.59 to ship the grab bar back to OPENSTORE from where it came. I included in the shipment containing the grab bar a copy of the order described above as well as a copy of the unanswered email and photos described above. As of today, March 28, I still have not heard or received anything from OPENSTORE.I am requesting a refund of $24.95 plus postage to ship back of $9.59 = total refund of $34.54

• Initial Complaint

  Date:06/14/2024

  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 placed an order on 5/18/2024 with the open store acquired company Bahimi for $129.91 order number BH42070 and the order has gone missing. **************** wont answer my emails or messages about my missing order and/or money.

  Business Response

  Date: 07/11/2024

  Hello there, 
  
  Thank you for reaching out to us. We sincerely appreciate the opportunity to assist you.
  
  Upon review, we can confirm that *********'s order BH42070, placed on May 18th, encountered inventory complications and regrettably was not shipped. As a result, the order was canceled, and a refund to the original payment method was processed on June 14th. The cancellation/refund confirmation was sent to ********************* If you cannot locate it in your inbox, please check your spam/junk folder. Additionally, we have resent the refund notification today and followed up via email.
  
  We understand the frustration caused by these circumstances, and we sincerely apologize for any inconvenience experienced. We hope ********* can verify with their bank that the funds have been credited back to their account. Should you require further assistance or have any questions, please do not hesitate to contact us.

  Have a pleasant remainder of your day.

• Initial Complaint

  Date:01/25/2024

  Type:Delivery 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 placed an order on January 13th, the order still has not been shipped. I have contacted the company regarding this and they have refused to respond to my email. I filed a dispute with my credit card company also. The order should have been sent out days and days ago but it states on their website "Pre Transit" and no ETA provided.This company acts in a very fraudulent manner.I had sent them an email requesting the order to be canceled and they said they were unable to cancel it because it was shipping out but that was days ago and the order still hasn't arrived or has not been shipped.I have submitted documents showing the original order email on the 13th, my communication to them requesting a status update on the order, and screenshots of their website stating that the order has an ETA unavailable.

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Nov. 5, 2023 I purchased a bath mat from TheSecureMat.com. When I received it, I found it was smaller than I wanted. I completed their online return request and was told to donate the item, no need to return the mat and they would credit back the **** gift card that I used for the purchase.I have sent emails asking for my money back, or replied to their request for " rate our product, " or " your opinion matters". Each time I have described my issue and asked for my money back. I did receive an email from "*******" Dec 6 stating that they did not find my return in the system. ******* stated I want to return something I should start the return process on line.I would like my gift card to be credited back the amount I paid.

  Business Response

  Date: 01/18/2024

  Hello, 

  We acknowledge the challenges encountered during the recent return process, and we sincerely apologize for any inconvenience caused. It has come to our attention that an unexpected issue arose when attempting to process your return. In response, we promptly elevated the matter to our dedicated engineering team, who is diligently working to resolve the underlying issue.
  
  Recognizing the urgency of the situation, we further escalated the matter to our finance team, who has manually processed the refund on your behalf. We assure you that your concerns are of the utmost importance to us, and every effort is being made to address them promptly and effectively.
  
  To keep you informed about the refund status, we kindly request your patience as we navigate the final steps of the process. Please anticipate the credited amount to be reflected in your account within 5-7 business days. The funds will be returned to the original payment method used during the initial purchase. It's essential to note that the refund may manifest as a reversal, resulting in the removal of the initial payment from your bank statement without a separate credit issuance.
  
  Once again, we deeply regret any negative experience you may have encountered and appreciate your understanding as we work diligently to rectify the situation.
  
  Should you have any further inquiries or require additional assistance, please do not hesitate to reach out to our customer support team.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/11/2023

  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.

  I bought pants through this 3rd party and needed to exchange. Unfortunately when I shipped back to them at my expense priority mail I did not get the tracking number for the shipment. Based on this they said they cannot issue a refund so I expect the will return the pants to the company and keep my money. I am out $87 for the pants and $10 for shipping the return. I believe there is a way to track down the package and give me a credit.

  Business Response

  Date: 11/08/2023

  ******************************* had previously engaged with the customer. They became escalated due to them not receiving a prompt reply. After it was escalated to a manager, and upon the customer's request, we promptly provided and shipped the replacement pants. 
  
  However, a challenge emerged when the customer returned the item without providing any tracking number or accompanying details. Subsequently, the company was required to await communication from the warehouse, during which daily follow-*** were diligently conducted to expedite the resolution of the matter, despite the absence of tracking information.
  
  As previously communicated, the company successfully provided the customer with a replacement item that corresponds to the preferred size and color. We are pleased to report that this issue has been effectively resolved, and the replacement item has been delivered to the customer.
  
  If the customer has any further concerns or specific requests, we kindly request them to communicate those to us. The company is dedicated to providing the best possible service and ensuring customer satisfaction.

• Initial Complaint

  Date:08/23/2023

  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.

  Company does not want to meet their responsibility on a product purchased with an extended warranty. The product is not working and still under warranty so I went to the company and they were helpful until I provided my mailing address, they came back and said they changed their policy and no longer to ship to ******, and instead they tried to refund my cost for the extended warranty as their solution. Of course I went back and informed them that this is totally unacceptable. I purchased 1 unit at the original cost and they offered a discounted price if a 2nd unit is purchased, so took the offer and also purchased 2 year extended warranty. After going back and forth informing them of my dissatisfaction, they came back and said they would refund the discounted cost. This is totally unacceptable, all I want is a replacement and they wont do that because they wont ship to ******, which my original order was sent to ******. I want them to meet the warranty requirements and this is where I need the assistance from the BBB. Appreciate your attention in this matter. I will send a pic of my original purchase order.

  Business Response

  Date: 09/06/2023

  Hello,

  The customer initiated contact with us to articulate a specific issue they encountered. It is important to note that the ***** brand was recently acquired by OpenStore in October 2022, and owing to recent policy amendments, we are currently unable to fulfill shipments to ******. It is pertinent to mention that the customer had previously procured a warranty and also availed of a promotional offer in 2021, which allowed them to acquire an additional water flosser at a discounted rate.

  We extended an offer to refund the customer for the warranty, given that they had utilized the device as intended and did not encounter any issues warranting a full replacement. Furthermore, we diligently escalated this matter to our financial department to consider providing an additional refund for one of the flossers, as an act of goodwill. However, it is essential to clarify that this additional refund was not initially required since we already refunded the warranty.

  We empathize with the customer's dissatisfaction regarding this situation, and we genuinely wish that we could provide an alternative resolution. Regrettably, we have exhaustively explored available options, and the actions taken thus far represent the extent of our ability to address this matter.

  Regards.

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service 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.

  Openstore operating the website *********************** is extremely dishonest. They automatically add a Route Order Protection onto your order. You have to be the one that remove that before check out. Otherwise, you will automatically be forced to pay for that without consent. They also would not remove or refund the purchase when you reach out to customer service. When you ask them to cancel and refund the order, they said that can only be done within 1 hour of purchasing. I e-mailed right away. They do not honor what their own terms and conditions.

  Business Response

  Date: 07/06/2023

  Dear *************************,

  
  We appreciate you taking the time to reach out to us and express your concerns. We understand that you are dissatisfied with our 1-hour order cancellation window and feel that you were not adequately informed about our Route package protection plan. We apologize for any inconvenience caused and would like to address your concerns.

  
  In regards to the order cancellation window, our intention behind implementing a 1-hour timeframe is to ensure efficient processing and delivery of orders to our valued customers. This timeframe allows us to promptly prepare and dispatch packages, maximizing our ability to provide timely service. We understand that circumstances may arise where customers wish to cancel their orders after this window, but by that point, the order has typically already entered the processing phase, making it challenging to cancel.

  
  Regarding our Route package protection plan, we strive to provide transparency and clarity in all our offerings. When placing an order on our platform, customers have the option to add the package protection plan at an additional cost of US$0.98. However, it's important to note that this option is not mandatory, and customers have the freedom to toggle this feature off before proceeding with the payment.

  
  As to your request for a refund, we understand your frustration. While we sympathize with your situation, as the order had already been processed and entered our shipping pipeline, we are unable to offer a refund at this stage. We hope you understand that our fulfillment process aims to dispatch orders as quickly as possible, which limits our ability to cancel orders beyond the 1-hour window.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20268592
  
  I am rejecting this response because:

  This company sneaks this charge in right before customer completes the order. The charge did not appear during the ordering process. It was not there until the very last minute when customer assumes the order is complete. This is extremely dishonest. Many customers complain on ****** that they got charges without consent from this company and they can't get order refunded. 

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

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair 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.

  In September I purchased a ***** water flosser and an extended warranty. The unit broke in December and I sent four emails to ***** support to find out how to get a replacement. I have never heard back from ***** and I would like a replacement

  Business Response

  Date: 02/24/2023

  Hello, 

   

  We reached out to the customer in regards to their issue. We were experiencing issues with the integration of our support email and we couldn't get to the customers concern in a timely matter. But we are willing to work with the customer in regards to their device. We are just waiting for the customer to reply to our email. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18940000
  
   I cannot accept or reject as all I have is an email stating they had a problem with their customer service and asking one question.  I replied to the email and am awaiting a response from them.  When they respond, I will contact you again.
  
  Sincerely,
  
  *********************