Complaints

This profile includes complaints for Round Eye Supply's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Round Eye Supply

  Acworth, GA 30102-3133

• 

  Round Eye Supply

  PO Box 5249 Douglasville, GA 30154-0005

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:01/13/2025

  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.

   
  Complaint: 22805998
  
  I am rejecting this response because:

  I take issue with the fact that "a special discount wasn't created in this circumstance because it's common for special order items to have extended lead times" because while I was made aware of this being a special order item on 12/11, it seemed like this was a new change to this item from how it was described to me, as in, it was not previously a special order item, but now it was, and it was clear I was frustrated with finding that out, and most businesses want to make customers happy, especially new customers that could become returning customers that also refer others to a business. 

   

  Yes, I did receive my refund, but I'd have been much happier waiting even if the ship date was pushed back again if they had been more willing to work with me regarding the discount because I've been looking for the non-precut version of these cookies on and off for the past 4+ years (ever since I moved away from an area where they are very common to find and therefore freshness of pre-cut versions aren't as much of an issue as ordering from somewhere on the internet because who knows how long they have been sitting out then). 

   

  I'm upset that I now have to start all over in my search and they've lost a possible customer for life (I'd have likely re-ordered periodically as long as the freshness and quality was acceptable) and who knows how many potential future customers because they couldn't make an exception for an issue that was mostly on them. I can see how it wasn't all their fault, but had they simply been willing to offer even a 10% discount and acknowledge that it was going to be a bit longer (even if the discount had only been offered the second time I contacted them), I'd have never involved the BBB and I'd have been at least 85% more patiently waiting for something I've been looking for for over 4 years rather than feel like I was being strung along and not worth their time like I had been feeling. 

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

  heir own site had told me it was in stock and it was a week after I'd made my purchase and it would be nice to get a discount for the inconvenience (she said no, annoying, but somewhat understandable). Then on 1/10/25, I realized no update or anything had come for my order so I reached out again. Tried calling, got immediate voicemail, so I sent an email inquiring about it. Received their response today, 1/13/25. It will be another month and still no discount. This is extremely poor customer service, first the fact that I have to hound them for my order and then the fact that they still won't offer a discount when they're saying the ship date won't be until 2/3/25, meaning almost 2 months after my purchase and I can't even trust that it will actually ship then given the prior experiences with this company. I really want the product and would hate to have to start all over in my already years-long search, but I feel I deserve a full refund for the poor service and lack of communication.

  Business Response

  Date: 01/16/2025

  This order was placed December 5th, after office hours and began processing the next business day.  This was for a case of rainbow, Italian cookie bars. As we are a small, family-owned business we only have the ability to process, source, and respond with customers during our office hours. This order began processing the next business day, being sourced from our supplier. The customer was left a voicemail on December 10th, the following Tuesday, as soon as we were alerted this item was not in stock and only available as special order. We were not aware of these changes before the order was placed or the item would have not been available for purchase. I spoke with the customer on December 11th explaining the situation and offering the following solutions: replace the product with the pre-cut version of the cookie, wait for the lead time of the special order, or cancel the order. 

  The customer explained the "back in ********************" email she received. This is an automated email when our supplier's stock updates on our system. Unfortunately, this issue has brought to our attention that the stock it accounts for may not be  purchasable even though it shows active in the warehouse.

  The customer asked if there was a discount available and unfortunately, we did not have a coupon at the time that would apply for her order. A custom discount was not created for this order as this circumstance of special ordering a product is common with online retailers. 

  The customer agreed to wait for the special order and was told she would be contacted if there were any updates other than the item shipping per usual. 

  The item was set to ship on or after 1/6, but was unfortunately unable to ship out as it did not arrive to the supplier from the manufacturer as expected. The supplier sent us this information on 1/9. The customer emailed us on 1/10 asking about her order. This is completely understandable as she did not receive tracking or an update. However, we were out of office on this date due to inclement weather. This was noted on the automatic response email she received. 

  The customer received an email the following Monday letting her know the current situation of the order, that it would have to be placed as a special order again if she would still like the product. The BBB was contacted after she received this email and responded. 

  Her concern and testimony of the incident has been discussed and reviewed. We regretfully have cancelled the order and refunded her payment in full as we cannot guarantee the delivery date of this item and do not wish to cause further issues for our customer. 

  Historically, we have not refunded a payment and continued with an order for an item having an extended lead time. We completely understand this can be an aggravating experience to wait longer than expected for you favorite products and we work diligently to ship as soon as we are able and to inform the customers of any backups as soon as they are made known to us. 

  Business Response

  Date: 01/23/2025

  We sincerely apologize for the frustration felt by the customer. 

  This order has been cancelled with a refund issued and we wish her the best in her search for this beloved treat. 

• Initial Complaint

  Date:02/27/2023

  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.

  I saw round eye supply online cause my daughter loves Italian rainbow cookies.ordered them on 2-24-23.they said they shipped them and charged my card 40.88.fedex said they were coming today 2-27-23.and never delivered them.so I want a refund for cookies I never got.thanks

  Business Response

  Date: 05/02/2023

  The customer is NOT due a refund.  She did in fact receive her cookies.  I have attached the email communication with her and the tracking information.  She placed her order over a weekend on 2.18.23.  We do not process orders on weekends.  Her order began processing on Monday, 2/20/23 and shipped out to her from our warehouse in ** on 2/23/23.  Our website states 4-6 Business days for processing.  We even let her know via email about the time frame.  She received her cookies on 2/28/23 via ***** #************.  The customer never reached out to ** directly to request a refund.