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:08/24/2022

  Type:Billing 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 multiple items and the total was $*** and some change. As soon as I placed the order the full amount was charged to my account.
  In the upcoming days I noticed two additional charges accompanied by emails that 2 items were shipped. A total of $** was charged and then a $** charge followed. These were the items that were shipped out of my order.
  So the initial total was charged to my account and the items were charged independently based on when they shipped. I was livid because that $*** charge had not been released or credited.
  Customer service told me that the full total was a hold and it would be released after the order was complete. But, they're charging as the item ships since they ship from multiple locations.
  I asked why this was. As I've ordered from companies that charge the entire total and ship items separately without being charged AGAIN for each item. It's like they didn't hear what I was saying. I had 3 charges in my account from them within a 48 hr period.
  My order had been completely delivered and that $*** was still "pending" in my bank card. So essentially I paid twice for two items in the period of 2 days. One from this hokd and one from the independent charges as it shipped.
  This is outrageous. And I will never ever shop with them again. You can't hold that much and charge simultaneously. I saved in order to place the order and made the order based on my liquid funds and then the multiple charges completely ********** over. I've never seen billing like this, ever. It was almost 2 weeks of having that $*** held up.
  This payment procedure is criminal and in no way explained by the company. They know it's a problem. And they just say "oh well, you'll get your money back because it's a hold."
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 8, 2022/09/06) */
  As I understand, our order authorization process and payment process seems very complicated, there is currently nothing we can do to change the process. We are however exploring to see options available. When the order is placed an authorization is obtained on the order to ensure funds are available for the purchase being made. The financial institution determines how long they want to hold the funds. When the items ship, generally if it is a one for one order, the purchase matches the authorization, which is released and the charge is put through on the customers account. Many times, if the items are released separately, the original authorizations will not release. They will stay in tact and the new items will charge to the account. The length of the held authorization is determined by the financial institution holding the funds. Not by the business who put through the authorization. Generally they are 3-5 business days. We apologize for the inconvenience and have tried to reach out to try and make this right. We have not received a response to our voice mails or calls.