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:05/28/2025

  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.

  Date of transaction: May 26, 2025 Amount paid: $165.19 USD What the business committed to provide: I purchased 2 Perlick 650SS faucets.Nature of the dispute:I placed an order on May 26, 2025, and paid $165.19 USD for 2 Perlick 650SS faucets. The company canceled the order without a clear explanation and has refused to fulfill the sale. They are claiming the transaction is fraudulent, but I have proof that the payment was made in full and legitimately. I have not received a refund or the items I purchased.This situation is causing delays in my current projects, as I was relying on these parts to move forward.Whether or not the business has tried to resolve the problem:The business has not made any effort to resolve the issue. They simply state the order was canceled due to "fraud," but have not provided any details, evidence, or a refund. I have asked for clarification and proof of the refund but have received no resolution.Does the issue involve advertising?No.

  

  Business Response

  Date: 06/04/2025

  Hello,
  Thank you for bringing your experience to our attention. We have opened an internal audit of your order and have discovered the following:

  
  It appears you were in direct communication through website chat with our sales and service teams beginning on 5/7, 5/8, and 5/20. Through these communications we can see you inquired about obtaining a few beer faucets. 2 of which we market and 1 we do not.We can also see from this chat correspondence that your ** address was indicating you were communicating from outside *****************. Specifically,from: ******, Internet Provider **************, ** address 201.174.222.***(last digits removed intentionally).

  We see on 5/20, you attempted to purchase the faucets online with a credit card. Both attempts were rejected by the bank card processor (a temporary pending status likely appeared on your banking app).The first attempt was declined by the processor with a reason code (which you referred to on the phone with our VP of Solutions on 5/27 as an error code)that states Declined by Processor or Issuer CVV2 Value supplied is invalid.This indicates incorrect numbers were entered at checkout and the order was not processed. The second attempt supplied a different Reason stating Your billing information does not match your credit card. Please check with your bank.

  
  Since neither of these attempts passed the payment gateway thresholds, checkout was not completed, and no order was created. The pendingcharges seen on your bank app would have been dropped typically within ***** hours. No charge was made and no money was collected for these failed checkout attempts.

  
  Then, on 5/26 we see you returned to our ecommerce website and successfully completed checkout by using an alternate payment method of PayPal.This checkout DID create an order, but that order was placed on HOLD since the ** address of the machine that placed the order was outside ******************This is setting we have in place to help us investigate and prevent fraudulent card usage and payments for our customers.

  
  For a successful transaction with our Online webstore, there are several filters and safeguards that need to met, including having the Billing, Shipping, AND machine ** address of the purchaser to be within the ************* or ******. Your transaction did not meet these three criteria, so it was canceled and closed until we could contact you for more information or to set up an alternative payment and shipping method. You would have received an email 5/27/2025 at 2:19:31PM CDT indicating this along with the phone number to call to make other arrangements.

  
  Through your phone conversation with our VP of Solutions on 5/27 and the correspondence we have through chat 5/7 - 5/20, and from the cancelled order, it became apparent your intent was to purchase from your location in ******, have the product shipped to your family members address in the **, where you would pick it up and take it back to ****** for installation.Since we are unsure of how tariff processing may be executed (us being from the *************) we cancelled the order and fully refunded your ****** account.That refund transaction was processed 5/27/25 at 1:37:32 PM PDT with transaction ID ****************.

  
  If you would still like to purchase the faucets, you can visit us at either of our retail stores in **** or ********* where they are typically in stock.
  Or, due to the distance involved, we can process your order via ACH Payment with a shipping address of an approved freight forwarder within *****************.
  

  Thank you,
  Rapids Team