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:07/05/2024

  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 am writing to provide a detailed explanation regarding my recent **** purchase and the issue I am facing with the return process.Situation: Within the 30-day return period, I intended to return the laptop I purchased because it did not meet my requirements. However, due to an unfortunate mix-up with the return labels, I accidentally sent back a different item instead of the laptop. I run a shipping and exporting company, that being said I deal with ***************** etc every day for my job. Realizing the mistake, I immediately attempted to contact the **** store to explain the situation and correct the error.Complication: Before I could explain my situation and resolve the issue, the **** store suspended my account, preventing me from further communication through the platform to the store, Antonline. As a result, I was unable to proceed with the return or exchange process via the usual **** channels. I attempted to appeal the decision as well, explaining my part and showing proof of the laptop unopened and sealed, brand new. Current Status: I still have the laptop in my possession, which is completely unopened and brand new. I am ready and willing to return the correct item as soon as possible.Request: I am seeking assistance from you guys in resolving this matter. Specifically, I want to return the item however am unable to as ********* had my **** account suspended, so I am not able to reach out to them or communicate with them in any way. Supporting Documentation:Purchase receipt for the laptop Copies of communication attempts with the **** store Photos of the unopened, brand-new laptop Thank you for your attention and assistance in this matter. I appreciate your understanding and support in resolving this issue

  

  Business Response

  Date: 07/26/2024

  We are sorry, but unfortunately the return to seller window for this purchase has been exceeded. Originally we received an empty package from the customer and deemed this to be a fraudulent return. The reported mistake from the customer came after the ****** window had expired and the customer can no longer return their merchandise for a refund. 

• Initial Complaint

  Date:07/02/2024

  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.

  This is regarding the order # ********** place on 6/23. I see the taxes charged does not match with tax rate for my address. I raised a Support ticket right after placing the order when I saw tax is not calculated correctly. There is no response for that for 5 days. Contacted ***************** they said they escalated the case. But no response, again called, they said they opened another support ticket, there is no response for that either. They would not do anything, they keep disconnecting the calls, they do not want to connect their supervisor either. They said they can't fix the tax rate and I can RMA the laptop(which is sealed at this time), but insist I have to pay for the return shipping. In between they claimed tax rate for their location, but that in correct either. So they are unable to fix their billing error, they want to me return the laptop by on my dime. I what world that is acceptable. Either credit the tax difference, or send the label for laptop return and refund full ordering amount.

  

  Business Response

  Date: 07/08/2024

  Hello, 

  We have proceeded with refunding $10.55 back to your original payment method to resolve this matter. 

• Initial Complaint

  Date:05/07/2024

  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.

  Ordered a CPU from them, had an issue with it that required an RMA. Looked through emails realized they have never sent an invoice. Use the order number from the shipping email and it doesn't exist on the website. No response from support emails and when I got through with someone on the phone they hung up on me when I told them support wasn't answering emails and that they could only look at orders from a few months ago? Really regret going with this company, if you order just beware that if anything happens to your order this company will not help you.

  

  Business Response

  Date: 05/15/2024

  Hello, 

  With the information provided, we do not show any record of an order being placed with *********. 

• Initial Complaint

  Date:05/06/2024

  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 purchased a ********* Surface table from *********, through the Target website. I had NO idea that the delivery at my home would require a siganture when I purchased this item online. I work everyday, I am not able to be at my home to sign for the delivery.********* will not contact Fed Ex so that I can go myself to my local Fed Ex and pick up the package with my ID and signature. They also will not allow me to switch the delivery address so I can get this item at my work.They refuse to help in any capacity. The package will therefore be returned to sender, so I have to wait for a refund and then repurchase the item at a different retailer.

  

  Business Response

  Date: 05/07/2024

  Tracking shows that both packages were delivered to the authorized shipping address that was provided at checkout. 

• Initial Complaint

  Date:04/17/2024

  Type:Sales and Advertising 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 made two orders for products from this business through their storefront on Newegg.com.It was on a good discount, which prompted me to order. Once ordered and shipped, the business halted the order and had the item sent back to themselves under false pretenses. they claimed I entered the address incorrectly. I double checked, that was not true.When Confronted via the seller contact portal on Newegg.com, ********* changed their story and claimed I request a return, I did not make any request, and then proceeded to ignore my attempts to contact them.It is obvious that the seller decided after selling the item to me, that they could sell it for a significantly higher price, and as a result, ended the transaction under false pretenses and in doing so, violated their seller agreement with Newegg.com and my trust as a consumer. They provided false advertising in-terms of the price they sold the item to me for, lied about why it was returned to them, lied about me requesting a return, and in doing so caused me pain and suffering in convincing me I had been robbed once I saw the package was redirected and their responses included no truth to them when contacted. My money was returned several days later, but my time cannot be returned for the hours spent on chats in phone calls nor does that make up for the distress caused when the ordeal began, or disappointment felt by not receiving the item I paid for and was taken from me through deception and bad business practices.

  

  Business Response

  Date: 04/23/2024

  Both orders have been refunded in full. We have no further obligations regarding these transactions. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21590628
  
  I am rejecting this response because: I did not request a refund. I purchased computers from your store and they were shipped, yet you did not fulfill your part of the terms of service. 

  You had them returned to you without notifying me at all. I had to reach out to ***** and then you to understand why my orders were not being shipped to the correct address. When I did get a response from your store, they claimed I requested a refund which is not true. When you ship an item then return it to sender without notice or any sort of communication it looks as though you are stealing. According to ******'s terms of service, sellers are to fulfill orders for sales they have listed online, yet you lied about me requesting a return and are now telling Newegg the item is out of stock. You shipped it back to yourself, so how could it possibly be out of stock? This is false advertising.

  The only response I will accept is my order to be filled as it was supposed to be. I would be happy to pay the amount you refunded for this computer.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/03/2024

  This was refunded in full by Newegg and no further action is required from antonline.

• Initial Complaint

  Date:03/13/2024

  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.

  They knowingly sold a defective laptop and refused refund, return or help pay for repairs due to the defect.

  

  Business Response

  Date: 03/18/2024

  We are sorry but unfortunately the return to reseller window for this purchase has been exceeded. Please contact the manufacturer directly for warranty support if applicable.

• Initial Complaint

  Date:02/10/2024

  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.

  On December 19, 2023, I placed an order for 2 viewsonic VP2786-4k 27 inch premium monitors on walmart.com's website. ********* was the third party seller who apparently received my order, processed it, and shipped it to my address. I received the incorrect monitors upon delivery which were viewsonic 2768a-4k monitors. I then contacted walmart.com about receiving the wrong monitors. They sent an email on my behalf, to *********, stating the problem with the order. On December 23, 2023, I responded to an email from antonline, upon their request for photos of the product. Showing the wrong items were delivered.********* then replied to me on Dec 27, 2023, stating that upon confirmation, that I indeed received the correct monitors. I again, checked the boxes and order receipt to confirm that they were mistaken. On Dec 28, 2023 I received a message stating how to begin the process of returning the monitors to antonline. I responded back the same day that I thought it was unfair that I should be responsible for paying for shipping back incorrect monitors because it was not my fault. On Dec 30, ******************************************************************************************************** the email it stated that my request for a refund of the shipping cost was ignored and not discussed by *********. I shipped the monitors back to antonline on the 30th of December with a request for signature to confirm they received it from ***** On January 3rd, they received the first monitor and the following day, they received the second monitor. I then waited for my refund (10 calendar days) and then contacted ********* when I still had not received my refund. To which, they blamed it on not being 10 calendar days, then my credit card, and then they told me to contact walmart.com for my refund. Recently, I contacted walmart.com who stated that, they cannot issue a refund because they were not the ones who received the payment or shipped it.

  

  Business Response

  Date: 03/04/2024

  Hello, 

  We show that a full refund has been processed for the 2 monitors that were returned. 

• Initial Complaint

  Date:02/02/2024

  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.

  ********* is refusing to return my item (order ***************) placed on 1/2/24. **************** stated that the policy followed is *******'s however I was unable to return the item through *********'s website stating the item was ineligible to return. It had only been 29 days. I asked to speak with a manager and *********'s customer service agent refused and ultimately hung up on me. When attempting to dial back into customer service, their IVR blocks your number and doesn't allow you to get back in. I called from a different number and the same agent answered, hung up on me again, and I was blocked again from the different line. Poor business practice and rude customer service!

  

  Business Response

  Date: 03/03/2024

  As advised by the customer service team, you were to request your return through *******.  If you were having issues with the return policy we also advised to reach out to ********* customer care for assistance. ******* did provide you with the support and options for their assistance but the return was not initiated and the item is no longer eligible for return.

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21239143
  
  I am rejecting this response because:
  
  

  AntOnlines response is incorrect and does not represent what happened. I went to ******* to initiate the return prior to any contact with AntOnline. ******* attempted to return the item but their system said that I had to return through AntOnline because although I bought it through ******* online, it is a 3rd party seller. There was nothing that ******* could do. 
  

  I then contacted AntOnline who refused to return the item when it was still within the eligible time frame to return. **************** tried to tell me to contact ******* again and I advised them I already have. 
  

  AntOnline is refusing to return an item when it was eligible for return. Proper resolution would be to return the item through AntOnline as I requested within my rights as a consumer and according to policy. Also, my other complaints in the ticket still need be addressed. The poor treatment I received from the customer service agent who hung up on me twice and the *** that is programmed to block numbers of customers to prevent them from calling back in. 

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

  

  Business Response

  Date: 03/07/2024

  The facts remain the same since our initial response.  There is no further action we can take in this case.

• Initial Complaint

  Date:01/23/2024

  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.

  On 12/15/23 I placed an order for a ps5 spiderman2 bundle that includes a spiderman2 themed ps5 and a PlayStation portal for $775.99 including tax and shipping.Order #**********. Order shipped and was expected to arrived before Christmas. Package was delayed for several days and was lost. ***** located the package in ** and on 12/28/23 the shipment finally arrived to my home. Inside the box was a ps5 slim only and no PlayStation portal at all.Immediately I attempted to call customer service and was unable to get through so i emailed. The reply I'm so sorry. I will work with you to get this sorted out as quickly as possible. We appreciate the photo provided. For us to assist further, please provide the following:1. Please send a pic of the shipping package showing our label and any package damage if applicable.2. Please send a pic of the item received and any damage if applicable.I will start the process on our end and also open a warehouse / shipping investigation. I replied with photos of the box when it arrived, photos of the labels on the box. No reply, so I called the next morning and was told a ticket was initiated. I received an email from customer support with the same response as last time. I replied again with photos of the box as it arrived, the item inside from all angles, a copy of my invoice, a photo of the sku of the item received and the labels that were on my box the original label and the relabel that ***** created when the package was lost. I called to confirm receipt of this info- it was confirmed they got it and would get back to me by email.No reply.I have called many times since to check status to be told there is no update to the investigation.I have emailed several times since with no reply. The last time I got through, I was asked what the issue with my order was. I would like to be refunded for the PlayStation portal that I paid for but did not receive.The total amount of this item is ****** not including tax or shipping.

  

  Business Response

  Date: 01/31/2024

  We have investigated your concern with our warehouse. It has been determined your order has been correctly shipped in full. The photos you have provided shows a shipping container that was not shipped from our warehouse. Additionally, proof of delivery shows the correct weight for your package. ********* will not be taking further action on this shipment.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair 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.

  I purchased an XBox package deal from them. Advertised 3 months free with XBOx game pass (like ******* for video games). The pass was only for one month, which I have a photo of and also confirmed with Xbox. They have not been responsive to my questioning, and this was purchased through the ******* site and ******* promises that their vendors will get back within 48 hours. *** had several inquiries, both through ******* and via email to the company and they are not getting back to me.

  

  Business Response

  Date: 02/06/2024

  Hello,  

  We are sorry to hear that you experienced issues with your purchase. To resolve this matter, we provided a digital key for a 3 month Xbox game pass Ultimate for you to use via email on 02/01/2024. 

  Customer Answer

  Date: 02/07/2024

   
  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,
  
  *************************************