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:05/08/2024

  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.

  This store provided me with an insured, "pack and ship" service. The item they shipped for me was damaged due to the store's poor packing. I am now attempting to make an insurance claim, however, the store's insurance claims portal is not functional and they have not assisted me in inputting a claim.On 6 April 2024, my agent ******************** used this store in order to ship an antique model to me, acting on my behalf. The store provides a "pack and ship," but they packed the model haphazardly, leaving significant empty space in the package for the very heavy, wood and metal model to move around. When the package reached me on 10 April 2024, the model had sustained significant damage as it had rattled around in the box during shipping. I am still waiting on a quote from a specialist who can repair the antique model, but I estimate it sustained $1,000-2,000 in damages. I have enclosed photos of the damage caused to the packaging, which was all caused by items coming loose inside the package itself. I retain the packaging, the damaged item, and further photos.I attempted to input an insurance claim on the portal on my receipt at **********************************, but the portal would not accept my insurance number and said to contact the store. I contacted the store by email and follow up with phone calls on 13 April, 18 April, and 28 April asking for assistance, but in each case they refused to assist me, in most cases promising to call back and never calling back. On 1 May they sent me an updated receipt for the package, but the portal will still not accept the tracking number on the receipt. I called them again and they failed to return my call. On 8 May I emailed them again requesting help and have received no reply. I have enclosed the email thread with them.

  Business Response

  Date: 05/29/2024

  TO: BBB and ***********************,

  Hello, I am the owner of this store. Today was the first I heard of this issue. After talking to the girls at the store, they informed me they had been in contact with ************** and where trying to submit the claim on ****************** behalf. They asked him to send pictures for the claim and where waiting for those picture in order to submit his claim. We did not receive the picture and where in a holding pattern. Getting the pictures through the BBB complaint we have submitted a claim to **** This will take up to eight day to get a response from them and then we will be in contact with ************** to let him know the result of his claim. Either way it goes I will make sure we come to a resolution. We will still need the estimate of repair to give them as well. So as soon as we get that we will submit that as well. We are very sorry for the inconvenience and will always make things right for our customers. Communication is the key to resolution. I can't fix what I don't know about.

  *********************;

  The *** Store 7614

   

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21681811
  
  I am grateful for the communication from the store owner, Bill on this matter. He tells me that he has submitted a complaint on my behalf, which I appreciate very much. I am rejecting this response because the matter has still not been resolved. As **** noted, the *** store may take up to 8 more days to respond to this issue. I will accept ****'s response as soon as I receive an actual resolution of the issue. Until that time I do not think it is appropriate to close out the response.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2024

  ******-*** has rejected the claim for insufficient packing. I am taking responsibility for the poor packing. I have started a claim with my insurance company and they have requested a receipt of purchase and pictures of the ****** where the damage has occurred. I have the pictures of the box and packing to send. Once we have received that information we will submit to the insurance company for payment. This will get resolve in a manner that is fair. Had we followed ******* Store protocol from the beginning we would have had resolution in a more timely manner. We as the franchisee do not have a choice in following there protocol.

   

   

   

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

  ******* Store 7614