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:04/09/2025

  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.

  On April 5, 2025, I agreed to pay $162 to have an electric organ removed from my house and donated. Today, when they came to remove the electric organ, we were suddenly slapped with a $110 "recycling fee" that we were not warned about and told they would not remove the organ until I signed and paid. The driver told my husband that "maybe" we'll get the recycling fee back "if" St. ******* ******* accepted our donation. I don't understand why I'm on the hook for them not being able to establish donations in advance and coerced to pay over $100 more.

  

  Business Response

  Date: 04/09/2025

  Hi *********, my name is ***** *********, I'm one of the co-founders here at ReSupply. I am so sorry to hear that your pickup did not go as expected. Unfortunately, specialty items like organs are very hard to donate and costly to remove. All charities reserve the right to say yes or no based on the item and it's condition when we arrive at their locations. Especially for specialty items this cannot be guaranteed so we assign a temporary hold just in case, so that in case the item is accepted, we are giving you the lowest price possible. We outline all of this in our confirmation email when booking and when you call into our scheduling team. We are actively building a processes to even better explain this to donors as well which should be going live here shortly. I will escalate this to the rest of our leadership team to make sure they are aware because we do not want any part of the process to feel unexpected. I appreciate you bringing this to our attention and again sincerely apologize that the process did not go as planned. 

• Initial Complaint

  Date:04/08/2025

  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.

  We hired ReSupply to donate some of the items from my dad's house after he died. I paid in advance for 12 items to be removed. Unfortunately, when the team arrived, they only had one small truck and were not prepared for such a big job. I told them it was okay, and that they could just take what they could, give me a refund for the rest, and I'd have the rest hauled away by 1-800-Junk the next day. I was disappointed we couldn't get some of the nicer items to Goodwill so they could have more life, but also was ready to be flexible and understanding. The two boys who came with the truck were sweet!After close to 4 weeks of emailing and calling to try to get this refund, I was offered $74.97 dollars off of a bill that was more than $500. Separately, I'd had to pay another service to actually remove the majority of the items (7 out of the 12 items I paid Resupply to remove). Even the refund that was offered has yet to actually arrive in my account. I was asked to provide an itemized bill from the other service that would "prove" that they took the items Resupply didn't take, yet they certainly were not offering any proof they DID take them, and couldn't, since they didn't take them! Unfortunately, my 1800 Junk bill was not itemized.Perhaps the drivers lied to Resupply about what they were able to take, but either way, the customer experience of this has been long and exhausting. I've spent hours trying to resolve a dispute over a few hundred dollars, more because it just feels wrong to be treated like this and probably honestly because it's insult to injury that this is my late dad's stuff!

  

  Business Response

  Date: 04/09/2025

  Good afternoon, my name is ***** ********* I'm one of the co-founders here at ReSupply. First off, I am so sorry for your loss and am genuinely sorry that we made a difficult situation even more stressful. I know a senior member of our customer success team has already spoken with you and provided a refund for you, but I hope you know we take this feedback incredibly seriously and am glad that you reached out. It sounds like this was an honest mixup on the part of the provider, but we should have communicated better and fixed this immediately. If there's anything else that we can do to remedy the situation please respond here and I will be happy to make sure you're taken care of. 
  
  All my best,

  *****

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/30/2025

  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 03/08/25, I scheduled a pickup with Resupply to donate my furniture on 03/29/25. I paid an $18 booking fee and was charged that day. I received confirmation that the team had received my order and would be there. On 03/12/25, I received a text from the driver saying that they didnt work on Saturdays and would need to reassign me to a different team. With no further contact, my pickup was cancelled out of the blue on 03/28/25, and I had to scramble to reschedule. The email I received also said that I was the one who cancelled it, which is not true. Rescheduling costed another $18 booking fee. On the morning of 03/29/25, I was told that their driver was unresponsive and would not be coming to pick up my stuff. I asked for a refund on both booking fees and did not receive either, as well as not receiving the service I paid for.

  

  Business Response

  Date: 04/01/2025

  Dear ******** ******,

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration caused by the issues surrounding your scheduled donation pickups. Your feedback is invaluable in helping us identify areas where we need to improve.

  We deeply regret the following:
       -The unexpected cancellation of your pickup on 03/28/25, as well as the inaccurate email stating that you initiated the cancellation.
       -The lack of communication and clarity regarding the reassignment of your pickup request.
       -The second cancellation on the morning of 03/29/25 due to an unresponsive driver.
  

  However, we did initiate a refund for you of the $18 booking fee on March 29 at 3:57pm EST. Please let us know if you still have not received the fund back into your account. 

  We understand how frustrating and inconvenient this experience has been, and we are committed to making things right. We will be: 
       -Investigate why these communication and scheduling errors occurred to ensure they do not happen again.    
       -Offer to prioritize a rescheduled pickup at no additional charge, should you still require our services.

  Please let us know if this proposed resolution meets your expectations, or if there are any other actions we can take to address your concerns. We appreciate your patience and understanding as we work to improve our processes and provide better service moving forward.

  Sincerely,

  *** ******

  VP of Operations
  ReSupply, Inc.

• Initial Complaint

  Date:03/29/2025

  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 pre-paid for donation pickup services, but no one showed up or called. It was challenging to get anyone on the phone. I contacted support via text, and no one has gotten back to me. Its over an hour past delivery and has been an hour with no response from customer service.

  

  Business Response

  Date: 04/01/2025

  Dear **,

  Thank you for reaching out and bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you. Your experience does not reflect the level of service we strive to provide.

  We are currently investigating why our team failed to complete the scheduled donation pickup and why there was a lack of communication. Please rest assured that we take this matter seriously and are committed to addressing your concerns promptly. We do want to let you know that the only payment was the $8 booking fee, which has already been refunded, no other payments have been processed as we only process after the pickup has been conducted. 

  To resolve this matter, we will:
       -Ensure a member of our team contacts you immediately to reschedule the donation pickup at your earliest convenience.
       -Complete the job as per your initial request, if you would still like this to be done.
       -Assess the situation and discuss an appropriate billing adjustment to reflect the inconvenience you have experienced.
  
  We value your feedback and will use it to improve our processes and customer service. Thank you for your patience and understanding as we work to make things right.

  
  Sincerely,

  *** ******
  VP of Operations
  ReSupply, Inc.

• Initial Complaint

  Date:02/14/2025

  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.

  Resupply was hired to remove a chair, a love seat, a sofa, and two ottomans. The price was $243. The gentleman told us, when he arrived, that there would be a $40 contigent additional charge for recycling if necessary. Keep in mind that the pieces that were removed were 5 year old ***** ***** custom furniture pieces that were in perfect condition and spotlessly clean. We were just notified that the furniture was rejected and sent to the recycling processor and that the $40 would not be refunded.Please don't make me consider this company, that touts a noble cause, is nothing better than a scam.The purpose of selecting Resupply is singularly aimed at donations. I cannot imagine how this furniture could have not have been used by someone. Shame on you.

  

  Business Response

  Date: 02/18/2025

  Hi ***, my name is ***** ********* I'm one of the co-founders of the business. We take this feedback very seriously. First off just want to let you know that we will be refunding you the $40 recycling fee and an additional $20 for a total of a $60 refund, this will take a couple of business days to fully process. We are conducting a larger investigation to better understand what happened and will be interviewing both the hauler that picked up your items as well as the charity that this pickup was assigned to. It appears that the specific charity that was assigned your donation, was experiencing an overflow of donations and was unable to accept your items because they simply did not have space for it. A heavy majority of non profits that accept used goods take items and resell them in their stores to benefit their mission, rather than simply placing them in someone's home. Therefore they depend on the speed at which the sell items to free up floor space. That being said you had a very generous donation and I can assure you that we are actively working on a piece of our system that should account for this right away and make sure that items like these go to a charity that can accept them. We are doing everything we can to make sure we efficiently donate as much as possible and if you'd like to discuss this further to better understand our mission I'd be happy to chat with you over the phone. Please let me know if there's anything else that we can do to make this right. Thank you for the feedback.
  
  ***** ********* -VP of Growth & ***Founder

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

• Initial Complaint

  Date:02/04/2025

  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.

  Stealing donation items for personal sale

  

  Business Response

  Date: 02/05/2025

  Dear *******,

  
  Thank you for bringing your concern to our attention. We take all complaints and allegations very seriously and appreciate the opportunity to address your issue.

  After conducting a thorough review, we were unable to find any information that indicates you have been contracted with our organization as a partner or a donor. We have strict policies and procedures in place to ensure that all interactions with our organization are handled with the utmost integrity and transparency.

  We would like to clarify that our company is committed to maintaining high ethical standards and we have not found any evidence supporting the claim of donation items being stolen and sold for personal gain. However, we are still open to discussing this matter further to ensure that all concerns are appropriately addressed.

  Please contact **** ******** at ************************************************************* to discuss this matter in more detail. He will also attempt to reach out to you. We value your feedback and are committed to ensuring transparency and integrity in all our operations.

  Sincerely,

  *** ******
  VP of Operations
  ReSupply

• Initial Complaint

  Date:01/18/2025

  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.

  This company is a total scam! They promote that they are a veteran organization, only to use the affiliated tax exemption.More importantly, they fraudulently bill excess charges upon arrival. I have used this company twice in three weeks, just to see if the outcome would be different the second time around to which it wasnt. In both instances I was quoted $149 for a two seat sofa, which on their website is listed as a large item. Upon arrival, they automatically up -charged for an extra large item, and then an additional $50 for recycling.The price jumped from $149 to $209 on both occasions.FRAUD and deceptive business practices at its finest!NEVER AGAIN!!!

  

  Business Response

  Date: 01/22/2025

  Dear ***** ****,

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration you have experienced. We take all customer feedback seriously and are committed to addressing your concerns.

  We would like to clarify that our organization is indeed a veteran-owned business, and a for-profit organization, therefore we do not qualify for, nor attempt to claim any tax-exemption status. We provide a donation service that allows donors such as yourself an option to have your items picked up timely, at your convience, and in the event items cannot be accepted, we have an option to dispose of them on your behalf. These services do have associated and appropriate fee structures. Our goal is to provide quality service and to assist our charity partners in supporting their local communities. 

  Regarding the pricing issue, we apologize for any confusion caused by the upcharges. Our pricing structure is based on the size and type of items being serviced, and additional charges may apply for items that require special handling or recycling. We understand that you feel this was not clearly communicated to you, and we are taking steps to improve our communication and transparency with our customers.

  To resolve this matter, we would like to work with you on an apporpriate refund of the additional charges you incurred. One of our team members will be calling you soon to speak with you about your experiences and what refund we can provide. 

  We value your feedback and appreciate your patience as we work to improve our services. Thank you for giving us the opportunity to address your concerns.
  Sincerely,

  *** ******

  VP of Operations

• Initial Complaint

  Date:12/19/2024

  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.

  They falsely got me to use their business. Its for donations nd they ended up throwing everything. Away. They arent about donating goods, they are a scam after money.

  

  Business Response

  Date: 12/19/2024

  Hi Ali, 

  Thank you so much for letting us know about the issues you experienced with your pickup, however without further information to review your pickup history and run an investigation it will be hard for us to determine proper next steps. If you have the donation id, email address, phone number or full name for the scheduled pickup we should be able to look it up. I would also love to have one of our amazing Customer Success Managers get in touch with you, so I will be providing them with the phone number you provided here. Hopefully that will speed the process up. 

  Thank you again, 

  *** ******

  VP of Operations

• Initial Complaint

  Date:12/02/2024

  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.

  My wife schedule a pickup for Saturday, November 23rd between 12 and 4 PM. At 11 AM the drivers arrived at our house. Since the appt was scheduled for after 12, we were not home. We did speak with driver and said that we could not be there until 12 and he said that he couldn't wait. My wife rescheduled the appt for the following Tuesday. This time we sat around waiting. We did not receive a call or message from ReSupply. We started contacting them which is an arduous process because you can only text support. They could respond within a few minutes or an hour. When we finally were able to contact someone, they said there was some issue with the driver and that they would need to reschedule. Keep in mind no one from ReSupply proactively reached out to us. The pickup was now scheduled a third time for today December 2nd. Once again we did not receive any communication from ReSupply. After waiting a couple of hours, I started the process to once again contact ReSupply. After about ****************************** After my response to them, at times, it took 20 minutes to get back to me. Finally, the response I got was that the pickup driver didn't confirm availability. ReSupply should be verifying this so the customer has a heads up. I took time off work waiting for this pick up and now I have to do it all over again. There is no guarantee they will show up next time. This is poor customer service by **********************. You are the customer facing operation. Even though it was minimal, we had to pay a deposit. The only thing we have received up to this point is poor communication from ReSupply and finger pointing. I have attached a screenshot from ReSupply's website showing that our time was reserved for today.

  

  Business Response

  Date: 12/03/2024

  Hello *** *****, 

  My name is *** ****** and I am the ** of Operations for ReSupply. I want to personally apologize for the experience you had. Although your kind of experience in not common, it does point to some flaws in our processes that need to be addressed and we will be doing an evaluation of your experience to improve. I want to thank you for reporting the issues so we have that opportunity. I will be having one of our Customer Success Managers reaching out to you and should you want to have us still do the pickup, I will authorize your pickup to be completed free of charge for a date of your choosing. We will coordinate with the best partner in the area prior to finalizing your pick up and ensuring they make it to you on time. We will also have you stay in touch with the Customer Success Manager to ensure a smooth process and best possible support experience. On behalf of the team, I sincerely apologize again for your poor experience and hope the solution above can make amens. 

  Sincerely, 

  *** ******

• Initial Complaint

  Date:11/21/2024

  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.

  We had this company come and pick up our couches that we wanted to donate. We paid for them to come and get the couches. The two people who moved the couches out of our house completely ruined our front door. We called the company and told them about our situation on September 11th, 2024. They gave us someone to take care of our case. The person has been somewhat communicative but keeps insisting they will send someone to fix our door for us. We honestly just want our money back at this point, Ive given them every opportunity to make this better but they havent taken action whatsoever and its been over 2 months. I told him my next step was going to be reporting to the BBB and he said he was working on a solution for me but its been 22 days since Ive heard anything.

  

  Business Response

  Date: 11/22/2024

  Thank you for making us aware that the issue was never resolved. We strive to ensure issues like yours are taken care of promptly and will be fully reviewing what went wrong with the escalation process and making any necessary adjustments. As you have already spoken to the Customer Success Manager for your area, we have fully refunded the pickup costs. We are also taking corrective actions with the partner assigned to your pickup as their behavior is no inline with our expectations. ********, the Customer Success Manager you spoke with, may be in touch again after we make contact with the partner, should there be any other information we can provide you. We sincerely apologize for the issues your experienced and hope you find the resolution to your satisfaction. Thank you again for the final opportunity to make amens. 

  Customer Answer

  Date: 11/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************