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:01/20/2023

  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.

  Regarding order #********** I am contacting to report two unreceived packages from order ********** shipped by ***** via ************ and ************, which contains one unit of PlayStation 5 Digital Edition God of War Ragnarok Bundle, five units of PlayStation 5 DualSense Wireless Controller Gray Camouflage, and five units of ****** Legion H200 Wired Gaming Headset.Total worth: 459.99*1+74.99*5+19.99*5=934.89 in US dollars. I have contacted ***** regarding the issue, however, they are not able to find the packages, nor issue a refund. They told me only ********* as shipper can file a claim. I have placed dozens of orders through ******** and never had any issue, until approaching the holiday season when ***** hired a lot of temporal employees, and the mis-delivery rate increased.Again, this is not stolen at my address, since we have 24/7 surveillance cameras on and can confirm no ***** trucks or carrier stopped by at the indicated delivery time. The best solution is that antonline file a claim to ***** for the loss, and issue me a refund of $934.89.As a customer, I will not pay anything I have not received.Thank you.

  

  Business Response

  Date: 02/16/2023

  Hello, 

  Please see attached proof of delivery that shows those two packages were delivered with signature to the address provided at checkout. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18869927
  
  I am rejecting this response because: during holiday season with extremely high volume of packages, ***** runs differently. Rather than scanning the packages at customer's receiving sites, they pre-scanned and pre-signed the packages at ***** facility, and then delivered them to customers. So a proof of delivery does not mean the packages was delivered to the correct site, nor the signature means anything. 

  As a human being, there will be a chance of mis-delivery (common sense). I encourage merchant to contact ***** for a claim. 

  I have 7/24 security camera on, and no ***** employee or trucks approached to site at indicated delivery time. A footage can be sent upon request. 

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

  

  Business Response

  Date: 02/22/2023

  ***** confirmed correct delivery to the shipping address given at order placement. We advised that you check the exterior doors, porches and garages at your location as they often try not to leave packages in plain sight. We also advised to check with your neighbors as they may have picked up your package for you if you were not at home. 
  If you have had a burglary at your home/business, you should report it to your local police and insurance company.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18869927
  
  I am rejecting this response because:

  ***** confirmed correct delivery to the shipping address given at order placement.

  I need a written format from ***** or a picture of delivery from ****** Again, proof of delivery means nothing, it will be generated even the package was delivered to the wrong address. In fact, I have open a case on BBB against ****** and ***** admitted a chance of mis-delivery and ask the merchant (antonline) to file a claim with them. Reference number BBB  Complaint #********/ SF #********/ TRACKING # ************

  "We advised that you check the exterior doors, porches and garages at your location as they often try not to leave packages in plain sight. We also advised to check with your neighbors as they may have picked up your package for you if you were not at home. "

  Everything was checked, but I confirm I did not receive the packages. Also footage of security camera indicated NO ***** employee or ***** trucks approached at the delivery site at the indicated delivery time. 

  "If you have had a burglary at your home/business, you should report it to your local police and insurance company."

  Again, no burglary was occurred at the address at the indicated delivery time. Footage of security camera also can confirm, thus NO local police or insurance company should be involved. 

  Bottom line, I will not pay anything I did not receive. I have also disputed the indicated charge through my credit card company. All information provided here will also be shared with them if necessary. 

  I encourage ********* to touch base with ***** and file a claim, rather than repeating the same thing to me again and again.

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

• Initial Complaint

  Date:01/14/2023

  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.

  I've been messaging AntOnline for some time now, but cannot seem to get assistance. I ordered an xbox from them in October 2022 via ***** Order details are bellow. Order: ************** Tracking: ************ ***** Case: C-******** ***** initially showed the order was delivered on 10/27/22; but we never received it. ***** indicates they cannot investigate without authorization of the seller but AntOnline has refused to provide a release allowing ***** to assist - or proof of delivery. The package requires a signature due to the value, and ***** says no signature was received.Please provide a release or email stating that ***** can assist us with the investigation or provide a replacement for our order

  

  Business Response

  Date: 01/24/2023

  Hello, 

  FedEx proof of delivery shows that this was delivered with signature to the address provided at checkout. Please see proof of delivery attached. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18814503
  
  I am rejecting this response because: the attached document does not contain a signature. It does contain a name "H ***** which is not a person I am familiar with at my address. Please authorize ***** to work with me on an investigation on the status of the package. I have spoken with them again, today Jan 24, and they agree it was likely not delivered to the right location - but they require your authorization and a release from you before they will work with me on locating the package. 

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

  

  Business Response

  Date: 01/30/2023

  In response to the customers inquiry, we submitted signed proof of delivery provided by Fedex.

  FEDEX confirmed correct delivery to the shipping address given at order placement. We advised that you check the exterior doors, porches and garages at your location as they often try not to leave packages in plain sight. We also advised to check with your neighbors as they may have picked up your package for you if you were not at home. 
  If you have had a burglary at your home, you should report it to your local police and insurance company.
  
  

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18814503
  
  I am rejecting this response because you have not provided any evidence of delivery. We'll go ahead and dispute with AMEX.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:01/03/2023

  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.

  Worst customer service ever! On 10/26/2022 I purchased PNY NVIDIA GeForce RTX **** Graphics Card ($1,792.03 USD) on Antonline.com. My order was shipped via ****** According to ***** it was delivered on 10/28/22 at 2:55 pm. However I have never received this package. I checked video footage and there was no ***** delivery on 10/28/22 around ****pm. ********* doesn't want to help me to find this package. Several times I asked them to provide me with a signature of a person who signed for the package (they can obtain it through *****), however they never sent me this confirmation signature. The only answer I got from them is a standard template they sent me saying I need to ask neighbors and other people in case someone received my package. They have never initiated ***** investigation, never shared with me any details regarding their investigation (that's why I think they never initiated it)! I have no idea where this package was delivered to!Now ********* are not even answering my emails. So I was charged almost $1800 and never received this graphics card!

  

  Business Response

  Date: 01/30/2023

  Please see attached the proof of delivery with signature to the authorized shipping address that was provided at checkout. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18677055
  
  I am rejecting this response because: I don't know who ********************** (the person who signed for this package) is. It looks like ***** delivered it to the wrong location or lost this package and marked it as delivered. I have never received this package. Plus I have never received any information, updates from *****. It looks like ********* has never initiated ***** investigation (this could be done only by the shipper). 

  I never had bad experience with ********* before October 2022 (I bought a lot of items from them during 2021-2022 worth more than $10000), but this time my credit card was charged and I have never received this package!
  

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

  

  Business Response

  Date: 02/03/2023

  In response to the customers inquiry, we submitted signed proof of delivery provided by Fedex.
  FEDEX confirmed correct delivery to the shipping address given at order placement. We advised that you check the exterior doors, porches and garages at your location as they often try not to leave packages in plain sight. We also advised to check with your neighbors as they may have picked up your package for you if you were not at home. If you have had a burglary at your home, you should report it to your local police and insurance company.
  
  

• Initial Complaint

  Date:12/31/2022

  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.

  December 14 I ordered PlayStation 5 to be sent to **********************************************************. Received email confirmation of order on the same day. Received ***** tracking number ************ on Dec. 15 and a withdrawal from my bank was made on Dec.16 for $569.99. . Shipment was lost at ***** showing 'Pending' at ************, ** on Dec. 17. ***** said ********* filed a claim for the lost package and was paid for it. However, ********* has not refunded my money after repeated emails and phone calls (where a recording tells you to email) and they have not responded since Dec. 25 when they said they were investigating. Seems like a real scam collecting money from me and from ***** without any proof whatsoever that they really sent a PS 5. Sounds VERY crooked to me. What really was in the lost package?,

  

  Business Response

  Date: 01/24/2023

  Hello, we are very sorry that your order did not arrive to you. A full refund was issued on January 9th to the original form of payment you used at checkout. 

• Initial Complaint

  Date:12/29/2022

  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 12/22/2022, I ordered a laptop from Antonline through Newegg.com. The order was shipped with a signature requirement and redirect restrictions. Of course, when ***** attempted delivery on 12/27/2022, I wasn't home to sign for it. I contacted ********* to remove the restriction and they refused; they lied and said they couldn't but ***** confirmed they are the only ones that could. I contacted them again to inform them what ***** told me and without further contact, they had ***** return the item back to them. They took this action and have yet to issue my refund. I never received any item from them, so normal return wait times should not apply to this situation.

  

  Business Response

  Date: 01/24/2023

  Hello, we are very sorry you experienced issues with this order. A full refund was issued on January 6th when the item was returned back to **. 

• Initial Complaint

  Date:12/29/2022

  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.

  I ordered a *** ****** Core i7-12700KF) from antonline.com on 12/21 for $269.99 (before tax). ***ir website advertised an option for expedited shipping with the question "want this to arrive before *********** *** standard, free shipping option indicated that the package would arrive on 12/28. I paid $17.00 for expedited shipping ****** 2 Day). *** following day, I received an email from ***** informing me that the package had been received with an estimated arrival date of 12/27. Even though this estimate failed to meet the advertised arrival date, I understood that holiday shipping and inclement weather meant that I might have to accept a longer timeframe (even if, technically, that timeframe violated the terms I agreed to). *** package moved to a holding facility and has not moved since 12/23. I contacted antonline.com directly to request an order cancelation and a refund, but a support representative declined my request as the order had already left their facility. I subsequently requested a refund of the expedited shipping cost, content to wait for the *** as long as they could waive the shipping fee (as much more than two business days had passed), but was directed to a generic set of refund instructions that had nothing to do with the shipping cost. I have already filed a complaint with *****, but seeing as antonline.com charged me for the shipping, I want to petition a refund from them specifically. I would also like the shipment to arrive, though a full refund (including tax and shipping) would be acceptable at this point. I simply want the product that I paid for to arrive in a reasonable shipping window, and I want to be compensated for the fee I paid for expedited shipping.

• Initial Complaint

  Date:12/12/2022

  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.

  I will start with the fact that this is an unusual situation. I initially received notification from my CC company that my husband had charged close to $750 on video gaming items.....my husband and I immediately put a fraud claim on this charge and began working with our CC company to investigate. Within a week of this charge my husband and I received a box with gaming items and an itemized invoice. (We are in our 60's and do not game...ie playstation). Since receiving this box, and being unable to solve how the order was placed, I have emailed ********* 4 X and phoned 4 X speaking with a ****** (3x) and a T.J. (1x). I have explained the situation and have asked for an RMA # which ********* claims to have sent to my email; however, we have never received this email. I have never once had anyone from ********* reach out in an attempt to return all items. I am suspicious of why ********* has been so unresponsive in facilitating the return of unopened items which are thought to be fraudulent in the initial ordering.

  

  Business Response

  Date: 12/18/2022

  Customer accepted and signed for delivery at the authorized address.  Their return request was accepted and customer service sent them a return label.

  Item cannot be refunded until returned and evaluated.

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18563181
  
  I am rejecting this response because:

  One: we have never disputed the receipt of a package which contained items which we never ordered from Antonline.  

  Two:  as mentioned in 4 phone attempts and 4 email attempts we have yet to receive a RMA from Antonline.  

  This is a company I would caution any well intentioned individual to do business with as they have continued to withhold the necessary information to return items.  As far as I am concerned this BBB complaint has gone nowhere but I do hope the BBB will take its' role seriously and make the public aware of *********'s sketchy business practices.  

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

  

  Business Response

  Date: 12/22/2022

  Hello, 

  A return label was provided to you for you to return the items that you received. Please see attached for the return label. The *** number for your return is 243087. 

   

  Customer Answer

  Date: 12/22/2022

   
  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:12/07/2022

  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.

  Return ********** for unreturned *****. Returned item in its original unopened shipping materials. Was inaccurately told that the item was opened and used and had return fee added. Fee is a fraudulent attempt to generate revenue by seller abusing the return policy of *****

  

  Business Response

  Date: 01/05/2023

  Hello, 

  We show that a full refund has now been processed for your return.  We are sorry for any inconvenience this may have caused you. 

  Customer Answer

  Date: 01/07/2023

   
  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:12/02/2022

  Type:Order 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 has processed my payment and created a shipping label but has not delivered the product to the **** and has not responded to emails or messages through **** and does not handle anything other then purchases over the phone. Zero response from them.

  

  Business Response

  Date: 12/29/2022

  Hello, 

  Please see attached for proof of delivery to the address provided at checkout. 

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18512922
  
  I am rejecting this response because: Your customer service is so terrible that there are many threads all over the internet flaming you for it. Just hire someone ffs. It's not hard to answer emails or idk HAVE A PHONE NUMBER FOR SUPPORT absolute *******.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/03/2023

  Hello, we understand your frustration and we are very sorry you were not pleased with the level of support you received. However, we do see that a response was sent to your email address letting you know that **** can occasionally have scanning issues and delays during the holiday season. We try to tell buyers to allow the carrier **** days for the package to be delivered during the busiest time of the year. For future reference, please contact [email protected] directly or our support number ************ to get the best possible assistance. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18512922
  
  I am rejecting this response because: your customer service is still ****. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2022

  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.

  antonline.com is falsely representing that they are an authorized seller of PHOOZY products. They are not an authorized seller and are creating a misleading and false presence on their website, Amazon.com, and Walmart.com that they are authorized to sell PHOOZY products. They are infringing on trademarks and copyrighted materials that create a false and misleading offer to customers.

  

  Business Response

  Date: 12/28/2022

  Hello, 

  We are very sorry that you are not happy with this purchase. If you wish to return the item, please request a return a return through the ******* website or antonline.com and you can return the item for a refund.