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:10/02/2022

  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.

  I continue to have significant issues with a NON-WORKING system sold to me by this vendor. I contacted them as soon as I noticed my Xbox Series X console wouldn't even power up, but we were 10 days outside the standard return window and so were told to deal with the manufacturer. Zero accountability. The machine did not even start up. I am now on my 2nd repair with the manufacturer. I really just want my money back - and for someone to investigate this to see why this non-working device ("lemon") was sold by this vendor.

  

  Business Response

  Date: 10/19/2022

  This purchase was made on January 11th and is now well outside the return window agreed to at checkout. You must request a return within 30 days of the date of purchase, it is now October and the item was never returned. No refund or replacement will be provided for this order. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18156020
  
  I am rejecting this response from the business.  I made several attempts to contact the business to return the "lemon" that was sold to me and the business washed its hands of this with their simple justification that my initial attempt to return the unit was 41 days after purchase; it was a gift and we delayed opening it until the day of the event - and after a few weeks of trying to troubleshoot, determined that it was a lemon.  The business made no attempt to assist, and re-directed me to the manufacturer.  It was disgusting.  I've already returned the unit twice to the manufacturer.  No-one should ever buy from this distributor. 
  
  Sincerely,
  *********************

  

  Business Response

  Date: 10/21/2022

  Please review our terms of sale attached that were agreed upon at checkout, no return request was submitted within the return period and this order is no longer eligible to be returned. Please work with the manufacturer for warranty support. 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18156020
  
  I am rejecting this response because its unheard of to sell customers non-functional equipment, period.  Its also a disgrace to throw a 30 day return period notice at someone for an item that has been backordered across the world for over a year.
  
  Sincerely,
  *********************

• Initial Complaint

  Date:10/01/2022

  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 have just received $583.95 refund for the last order on 08/25 (Order # **********) but the amount of the refund was not correct. I spoke with someone on the phone last time and I know the refund will not be full because the $25 *** card currency was not refundable since it is a digital code. The correct refund should be $646.04 after deducting the $25 for the *** card. so, there is a $62.09 refund missing from my previous order. The *** driver was unable to deliver my item because no one was at home since I had to work during weekdays. I called the *** many times to tell them to deliver during night time as late as possible but the driver never did it. Their customer service was bad and there was nothing they could do and they told me to contact the shipper but they never responded to my email. I never submitted any RMA and I have contacted the merchant a couple of times to see what the merchant can do for me but the merchant never responded to my email. It was not returned by my own will and I never refused for the delivery. I called *** after missing the delivery and they said the package was held in the warehouse and I could contact the shipper to see what option they offered on 09/02 and 09/12, but I never heard any response. The Return of the Sender process has not started until 09/12. The merchant said there was a $50 restocking fee and return shipping on this item. It was not fair to me because I did not refuse the delivery or intend to return the order. I felt I got deceived because the merchant told me that I will get the refund minus the $25 digital code only. I ordered the two bundles from the merchant again on 09/19 and 09/21 and it got delivered already. At this time the *** driver delivered them successfully because I changed it into my work address so it will have someone to sign for it. I think I should get the $62.09 refund back since I did purchase the same items from them again and I gave them my business again but I was so disappointed now.

  

  Business Response

  Date: 10/10/2022

  Hello, 

  We understand your frustration and we are sorry for for the issues you experienced with the carrier. This package was treated as a refused package since it was not arranged to be at the address to take the delivery and therefore the $50 shipping and handling fee was deducted from the refund. The digital goods are non-refundable per the terms of sale agreed to, but we are willing to refund the $50 shipping and handling fee for your troubles. 

  Customer Answer

  Date: 10/11/2022

  Hello, *********,

  Thank you for your offer. However, it seems the refund amount of the shipping and handling fee is not correct. The correct amount should be $62.09 instead of $50. The digital currency on that order is $25 only and there should no sales tax on digital currency or gift card.

  Attached are the detail of the order and it shows "(1) $25 PlayStation Store Gift Card (Digital Download) - $25 Gift Card to PS store - Digital code delivered via email - Non-returnable & non- refundable."

  I have paid $671.04 for the whole order and the total missing refund of the order after deducting $25.00 gift card should be $671.04 - $25.00 = $62.09. 

  Thank you. 

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

  

  Business Response

  Date: 10/17/2022

  Hello, 

  We have issued you a refund of $62.09 to resolve this case. Thank you for your business and any inconvenience this may have caused. 

  Customer Answer

  Date: 10/18/2022

   
  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:09/22/2022

  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.

  I placed an order for a PS5 on 09/21/2032. Got my confirmation email, card was charges and everything. However, I noticed that I wasn't charged sales tax on the order, which is concerning to me because I got the console as a birthday gift for someone. The shipping and billing address are different. I've submitted a support ticket, called and even sent emails. No response at all yet. When you're selling people electronics, you need to respond in a timrly manner. Especially if you are gonna charge their card for the order.

  

  Business Response

  Date: 09/30/2022

  We are very sorry that you did not receive a response in a timely manner. Sales Tax is charged based on the customer's address and this purchase was not subject to sales tax. *** tracking results show that you received this order and we hope you are pleased with the product that you have received. Please let us know if you need help our have any questions regarding anything else with your order. 

• Initial Complaint

  Date:09/19/2022

  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.

  1.On July 27, 2022, I purchased a PS5 through antonline.com. I paid $ ****** (taxes included). Order # **********.2.The taxes I paid for the purchase was $41.70.3.I have a tax exemption certificate on all purchases.4.I opened a ticket request through www.antonline.com/support/support_ticket to take taxes off the purchase and return the money I paid for taxes to my card. I opened 2 ticket requests between July 27 and august 5, because the estimated time of response is 48 hours. They did not reply.5.As I did not get any response on August 5th, I send an email to [email protected] to request they take taxes off the purchase and return the money to my card. 6.The same day, I got a reply. They asked me to provide my certificate showing I am exempted from the sales tax on this purchase.7.The same day, August 5, I send a copy of my personal tax exemption card. And since then, they have not returned the money to my card.8.After that I have opened more than 10 ticket requests through the website to follow up on my refund. I have not got a response.9.I have sent 6 emails to follow up on my refund but I have not got a response.10.Every 3-4 days I call customer service at ************ to follow up on my request. I call every 3-4 days because after every call they open a ticket and send an email to the support team, and they say I should wait 48 hours to get a response. As I never get a response, I call again, and they open more tickets that I never get responses.11.Today, Sep 16, I called, and they said they could open a new ticket. I asked to talk to the person in charge and again they said they can open a new ticket.12.I asked for a different solution, but they hung up the phone rudely, telling me they can only open a new ticket request. ***** days passed and I did not receive my money back. I kindly ask you to help me get the refund of the $41.70 to my card, because I am exempted from taxes on this purchase Order # **********.

  

  Business Response

  Date: 10/10/2022

  The customer purchased a product that is for consumer sale only and is not for sale to resellers as an authorized reseller for the product sold.

   

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18034824
  
  I am rejecting this response because:

  Hello,

   

  I had this response in my spam folder, so I could not respond on time. I disagree with the response the company gave because I am the customer and I do not know why they mention resellers.

   

  If they need to prove I used the item, I could send them pictures of the item and the serial number to corroborate that is the item they sold to me.

   

  Please help me because this is an abuse of the company.

   

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

  

  Business Response

  Date: 11/08/2022

  The customer was refunded the sales tax after management confirmed that they were not a reseller.

  Customer Answer

  Date: 11/09/2022

   
  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:09/14/2022

  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 bought a Surface Pro from them on August 2nd. I contacted them on August 19th about the performance of the laptop. They blew me off telling me to contact ********* for service. I didnt want service I wanted a return. I was told they have a 15 day return policy even though my order said I had until August 28th to return. I contacted them again on September 6th, this time because the screen is distorted and jumping. Again I was blown off. I paid almost $1100 for an item that barely lasted a month!

  

  Business Response

  Date: 09/28/2022

  Hello, we look to have received your item back and a full refund has been issued to you. 

  Customer Answer

  Date: 09/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is a joke. They continually refused to jawed refund. I had to go through ********************* to get this taken care of. ******* issued the refund not AntOnline. However this issue is resolved. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2022

  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.

  On June 21, 2022 I placed an order online for a laptop with the merchant ANTONLINE through ****.The amount of the transaction totaled $1,523.16.The business committed to providing me a fully functioning laptop.The problem arose when I received the laptop and I realized that the trackpad of the laptop was not functioning properly. I would run into issues where at times, a single tap on the trackpad would register as a double tap. I've tried changing the trackpad sensitivity in Window's settings but to no avail the issue still persisted. For example, if I wanted to switch to another chrome tab, a single tap would switch me over. However, sometimes it would register that single tap as a double tap and instead of switching me over to the tab, it would register as a double tap and now thinks I'm trying to move the tab into another spot. I go back on **** and file for a return. To my pleasant suprise it was a smooth return process. I was just asked for my reason of return which I wrote the double tap issue, and how I could not upload proof because it was not something that captured in a picture, only video, but ****'s return center only accepts pictures. To my surprise, the return was instantly approved so I shipped the laptop back. After receiving the laptop they refunded me only $1,294.69, their response being it was because I opened the product But that's not all, I also found my **** account to be suspended. I called **** and the agent told me there was nothing they could do for me because my account was now suspended. The agent would not tell me the reasoning for my suspension nor could he help me because of my account suspension status.In my return comments I wrote "While pictures won t be able to show it, a video can if necessary."They approved my return so I thought they accepted the fact that it was a defective laptop without me needing to provide video proof. Only for them to partially refund me. Please, I need the remainder $228.47 back.

  

  Business Response

  Date: 10/03/2022

  Hello, we have reviewed your concern and understand your frustration. A refund was issued based on the condition of the item returned. A fee is allowed to be deducted from the customer's refund per **** policy if the item purchased is not returned in the same condition as which it was sold. This **** order looks to have been disputed with your financial institution and there is nothing that can be done until they are done conducting their investigation. The status of your **** account has no connection with antonline and **** is solely responsible for monitoring the activity and status of customer accounts. 

• Initial Complaint

  Date:09/07/2022

  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.

  Placed an order on 8/1/2022 for a ps4 console. I received an email confirming my order and stating to allow 1-2 business days for shipping. It has now been over 1 month and I havent received my item or any update. I tried contacting the company through their support ticket feature on the website and no one ever got back to me.

  

  Business Response

  Date: 09/08/2022

  The game that was purchased does not release until 11/09/2022. Since this game does not release until November, this purchase is considered a pre-order. If you wish, we can cancel the order and refund the money back to your account. 

• Initial Complaint

  Date:09/01/2022

  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.

  Purchased a PS5 bundle from ********* in March of last year. Eventually discovered part of the purchase- a code for about $45 of digital merchandise - was missing. Emailed customer service requesting a replacement code and was basically met with a shoulder shrug. I'd like to be refunded for this product. It was a digital 12-month membership to PS Plus, a product no longer in force from ***** Antonline could have verified that I did not use the code they provided for this service, invalidated it, and replaced it -- all digitally, this could have been painless. Instead, their customer service sent me one sentence emails with no salutation or punctuation.Would have filed this complaint earlier but I moved abroad last year and have have dealt with family health issues since.

  

  Business Response

  Date: 09/12/2022

  Hello, we show all items were delivered to the address that you provided at checkout. There were no digital goods in the order that you placed. The physical card was shipped along with the other items in your bundle. This order was placed in March 2021 and is not eligible for a refund since all items were delivered. Please review our terms of sale attached.  

• Initial Complaint

  Date:08/29/2022

  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 purchased a ****** legion 5 **** gaming laptoporder # **********, on the 08/09/2022,cost $620.59I emailed antonline 08/10/2022 informing that I received no purchase confirmation, no order # ,no tracking # etc.(No response to this email to this day).I received the laptop a few days later,I powered it up and confirmed it was working ok, then left it alone for a few days as i was preparing for an exam on my iPad.on the 08/17/2022 I powered it up for use,however after approximately 15 minutes a blue screen appeared with the words your device ran into a problem and need to restart.well restart it for you.while continuously rebooting without success.I informed ********* on the 08/18/2022 of the issue and my desire to return the product.customer service informed me that a ticket will be created for me,and I can also request an RMA on their website,both was done.Got no response up to the 08/22/2022,so I called again on 08/22/2022,told customer I received no response,she created another ticket,informed me of another 24 hrs to 48 hrs wait. At 12 noon 08/24/2022 after no response I called again,only to be informed that the I was left off the Gmail in my email address,,,,another ticket was created,informed again of another 48 hrs wait to deliver a simple return address to my email.Which I received after 7 days,,I then had to pay for shipping and handling return for a product that was being returned within the window stipulated,then Im told that I have to wait 7 to 14 days for a refund, after return while I suffer the inconvenience of not having the use of a product I paid for.I am simply asking for a full refund of my hard earn money so I can purchase another well needed laptop than you very much.UPS Tracking shows a delivery to antonline on 08/26/2022 and there is no acknowledgement of the status of the return,,I find this quite unacceptable coming from and IT company in this day of the Information Age.a

  

  Business Response

  Date: 08/31/2022

  This item was received in our warehouse on Friday,  August 26th,  for evaluation and refunded in full on Monday August 29th. 

  It is unfortunate that the customer had a bad experience with a product that has a high track record of customer satisfaction.

  Regardless, we make an effort to promptly refund a customer in full in such cases.

   

  Customer Answer

  Date: 08/31/2022

  Complaint ID ********

  Good morning BBB

  Be advised that I have received a full refund from *********. Reference my complaint  about my purchase of a ****** gaming Laptop on their website.

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

• Initial Complaint

  Date:08/12/2022

  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 a PS5 July 18th. On July 22nd in the morning it was on a delivery truck and on the way. No further updates, and after a few days I tried to file a claim with the seller AntOnline and with **** Got nowhere. It's now August 12th, *** bounces me everytime I try to get a claim started saying AntOnline restricts buyers from starting investigations for lost packages. "This package is lost and we need to file a claim, but you, the buyer, needs to go through AntOnline as per their policy." Okay. I go through AntOnline "support" again and they repeatedly bounce me saying they refuse to investigate for 30 days from the sale. Conveniently, this policy is written nowhere. The only 30 day policy in their terms is the refund policy, which only entitles you to a refund 30 days from the sale. Hmm. Coincidence? No wonder there's widespread complaints about the refund process and restocking fees and customer support in general. It's another way to hold onto customer cash in the event of mishaps with sales. Well, after all this, they refuse to communicate at all via phone. They state customer service is only via email, which responded 2 or 3 times before ghosting me completely. 4 or 5 emails, almost 2 weeks, and they haven't responded once. My refund window will be gone next week. For a company known to give trouble with refunds, I'm most likely going to have to chargeback soon if they don't at least try to communicate with me. It's incredibly frustrating. If they would just let me start the several weeks delayed investigation into a lost package with ***, this wouldn't be an issue. If they would do it themselves, a situation they're forcing, this wouldn't be an issue. If they could literally just say 1 single thing in response to 5 emails over 2 weeks. But they can't. Ridiculous customer service.I'm anticipating trouble with a refund soon. Chargebacks may unfortunately be on the table.

  

  Business Response

  Date: 08/17/2022

  Hello, a full refund has been issued for this order. We are sorry for any inconvenience this may have caused you. 

  Customer Answer

  Date: 08/17/2022

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