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:10/21/2024

  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.

  I called to have my couch picked up to be donated to good will. I was quoted one price of $162 in total. On arrival i was told there was a $92 recycling fee. I was at work at the time my neice was here to let them in and i needed my couch gone. I was told it would be refunded but it never was. I am having a lot of trouble with there customer service. I would not have agreed to the price had i known the entire total upfront. I feel like i was taken advantage of and i hate that. I want my deposit back

  

  Business Response

  Date: 10/22/2024

  Hi *********, 

  Sorry to hear about your experience! We're going to go ahead and refund the additional recycling fees ($92) for you. We never want you to feel surprised so I'm going to bring this up to our leadership team to see how we can make everything clearer up front. A receipt for your refund will be sent to the email you provided us on file. Appreciate this feedback. 

• Initial Complaint

  Date:08/22/2024

  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.

  Transaction Dates: 8/21/2024, 8/22/2024 On August 21st Resupply/****** Memorial Goodwill Industries (the company) intentionally lied about accepting two mattresses that I intended to donate while quoting a pickup fee of $214, which includes an $18 appointment fee. The company also stated while scheduling the appointment that if the mattresses were not in donation condition then the pickup team would offer to bring the items to a recycling plant for an additional fee. Initially this was acceptable to me as I the mattresses were in fine condition as they were lightly used. The pickup team arrived on August 22nd and immediately informed me that mattresses are ineligible items for donation, which was contrary to what the company stated to me the day before. The pickup team offered to take the items to the recycling center for an additional fee of $657, which I immediately declined and then subsequently cancelled the transaction. Fortunately I did not fall victim to this fraudulent behavior but am still seeking to recover the $18 appointment fee that I was initially charged. The company operates with intentional misinformation to manipulate a donors good intentions to offer belongings that others may be able to use. I do not know if this behavior can be considered criminal but the company should be regulated with the highest scrutiny or be forced to shutdown.

  

  Business Response

  Date: 08/26/2024

  Hi *******, 

  We want to apologize for any confusion with the scheduling of your donation pickup and around the acceptance of mattresses. Should you want to donate to ****** Memorial Goodwill through us or another service in the future, we just want to provide you with a link to their restricted item list, www.goodwillmass.org/what-to-donate/. It's not our policy to mislead donors and truly apologize for you feeling that we did. After an in depth review of this booked pickup we believe it was simply a misunderstanding of a new agent that did not understand ****** Memorial Goodwill does not accept Mattresses. Mattresses in general are only accepted by a few charities and that agent has been retrained on this subject. We will also be taking steps to clarify the accepted, and non-accepted, lists the agents have access to for each charity we partnered with to eliminate any confusion. In checking on the booking fee ($18 fee paid up front) it would appear that was refunded on Aug 22nd, please let us know if you do not see that refund in the next couple of days. No other fees appear to have been charged to you that we can see. Again, we do apologize for the confusion with the agent who booked your pickup. 

  Sincerely,

  ReSupply Customer Success Team

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising 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.

  On August 2, 2024, I went to the Re/Supply Donation site to schedule a 24-hour pickup. I filled out the form and there was nothing on the form that indicated how much their costs would be for a 3rd party pickup. I had to pay an $8 connection fee at the time. On the same day, they emailed me to say that I was connected to a a driver. This email contained no information about payment. On August 4, on the day of the pickup, at 854AM (PST), I was emailed about a driver coming that day between 8am-12pm. I was informed at that time on the day of what the costs would be: ******.I was at work and had my husband handle the pickup. At 9:03am, the driver comes and picks up the boxes (about 18 of books + toys). He provides a final estimate to be paid, asking for a credit card on the spot for a payment of ****** I'm complaining about this business because there was no information ahead of time about how much there services were and the amount for pickup would be. To ask about this, I had to call their phone number. No one picks up. Rather, you have to leave your phone number, they will text you, and you can converse via text. I ask them to call me back by text and they did but I wasn't able to pick up at that time. In which case they emailed me and I let them know of my grievance about the lack of clarity around payment and how much their costs of pickup are (for a local pickup and dropoff). I find their business model unacceptable. I am not alone. You have complaints about this company (established in ******, *************) on this website. The matters have been resolved. But on yelp, they consistently get 1 star ratings because of their poor communication, their high prices, and unreliable services. I'm complaining because 1) the outrageous cost of pickup to a local donation center; 2) the charge of $8 to be connected (found only on the online form); 3) the shabby means of communication after the pickup; and 4) the LACK of information re costs on their ****************

  

  Business Response

  Date: 08/20/2024

  Hi ***, my name is ***************************** I'm one of the co-founders here at ReSupply. I am more than happy to describe our process, reason for the costs, and our mission. We were founded on a military base down in ********, ** - with a mission to keep items out of landfills and redirect them to amazing non profits like the Habitat for Humanity that you donated to. Many nonprofits like the one you donated to, spend hundreds of thousands of dollars a year to run their own donation pickup service and struggle to run it profitably because of the costs of labor, fuel, insurance, etc. They become inundated with requests and are often booked out weeks at a time, can only take items from the curb or 1st floor, cannot disassemble, and they have to be really strict about the donations they accept. We found that they were missing donations everyday from donors that needed all of their items gone within ***** hours, from anywhere in their home - and sadly these donors were forced to end up calling a junk hauler that would take their items to a landfill. By providing donors another option, we have kept over 25 million pounds out of landfills and brought an estimated $20 million in resources to our charity partners. 

  To run this service, we subcontract out local movers and haulers to do these jobs, of whom we need to pay so that they can run and grow their own businesses. We do our absolute best to keep prices down however movers and haulers have significant costs associated with their business which is the reason for what we have to charge. I have attached for you a screenshot of the last page of the form that you filled out, that clearly states the estimated price of your pickup, before you put in a credit card and submit. At the time of the pickup, you also have the ability to cancel your pickup if you feel that the final costs are too much and would rather transport these items on your own. If you had chosen to cancel at that time, we would also have refunded your $8 booking fee.

  Yes, unfortunately Yelp has been a magnet for poor reviews and we're working hard to fix that and have personally responded to each donor to do our best to remedy the situation and learn from that feedback. However, I have attached for you a screenshot showing a much larger sample of reviews from our website, where you can see we've received 10's of thousands of 5 star reviews from amazing donors that were thrilled that we were able to provide a solution for them to donate. 

  I do appreciate your feedback and will make sure that we audit our communication with you and see if we can make things clearer in our confirmation email. I sincerely hope this gives you a better understanding of what we do and why we're so passionate about our mission. If not, I would be happy to jump on a call and speak further. 

  Customer Answer

  Date: 08/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response somewhat satisfies my issues and/or concerns in reference to complaint #********.         When I submitted this complaint, I knew there would be a letter explaining the costs in a way that would rationalize the $300 fee. (At the time of donating my goods to a local charity, I wasn't thinking about growing a third party's own business.) I wasn't disappointed. I think the price is still outrageous and I will never work with them again.
  

  Regards,
  
  *****************

• Initial Complaint

  Date:08/18/2024

  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.

  I requested a donation pick up and the fee was $49.99, to be paid AFTER pick up. They called me the day of the pick up to inform that the driver couldn't make and they needed to change the pick up date. Fine, I understand things happen so we changed it for Sunday 8/18/24. I stayed home all day and no one showed up. No call, no text nothing. Then when I went to cancel it they charged my card the fee when it states on the site that there will be no cancelation fee and charge to my account but they charged me anyways. I cant get a hold on of anyone. I have seen so many reviews that this company does this and they should not be allow to do this.

  

  Business Response

  Date: 08/19/2024

  Hi *******, my name is ***************************** I'm one of the co-founders here at ReSupply. I sincerely apologize for your experience that's understandably frustrating. We do not charge the payment method on file until after the pickup is completed, and our system shows that you were not charged yet. Do you potentially have a receipt or a way to show the transaction?
  
  I am looking into your chat attempts to understand why our support was not there to help you through everything but you're right that failure to communicate is unacceptable, I will make sure that our most senior customer success leader is aware of this. As for the pickup itself, it appears our agent made a mistake and assigned the pickup to the 18th when our driver had requested the 19th. I will bring this to the attention of our support manager as an opportunity for retraining and will bring this situation to our product team to make sure we solve this with software moving forward so that it is fool proof. 
  
  If there's anything else you think we should be aware of or anything that we can do to remedy the situation at this point, please do not hesitate to ask. We will get better, I genuinely appreciate your feedback and hope that we can help service your donation pickup in the future. 

• Initial Complaint

  Date:06/08/2024

  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.

  False advertisement. Paid to disassemble furniture. Only to find out when guys got there cant take items anyway ! I canceled it and want refund

  

  Business Response

  Date: 06/18/2024

  Hi ****, so sorry to hear about your experience! My name is ***************************** I'm one of the co founders here at ReSupply. First off just wanted to confirm that we have fully refunded you for everything. I know you spoke with one of our senior customer success members but I left you a voicemail as well as I'd really like to hear where you found out about us and what we can do to make sure the expectations are clear and straightforward as we would never want any donor to feel mislead. Our driver team is going to investigate the situation on site to determine the future of this hauling partner. While we offer a service where we pick up everything a donor needs gone, we cannot guarantee that our charity partners can take everything as they have strict guidelines. We make every effort to donate as much as we can but it sounds like we need to do a better job of explaining how that process works. Hope we can speak soon and please reach out to me if there's anything else I can do to help. 

• Initial Complaint

  Date:06/08/2024

  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.

  This is a moving company. I scheduled an appointment to have a sofa and loveseat moved to donate to habitat for humanity. When the driver showed up late in a mini school bus that was full, he could not fit my sofa and loveseat on the bus and left the two items on our front porch. It was 9 pm and there was no way to reach the company since texts were automated. The next morning I immediately sent photos and tried to contract the company. Finally they called back and I explained everything that transpired and that the driver did not take our items. The rep reassured me I would not be charged and that my $10.00 down payment would also be refunded. A week later I was charged the $205.00 anyway. I contacted these people again and spoke with a manager, ****. He reassured me they were looking into it. 2 days later I got an email from them saying they charged me because the logistics team sent a photo for two items that were not my items. I sent all texts, photos and correspondence back, along with the number of the driver who did not do the job. I still have not heard back and my $205.00 has not been refunded. I called the driver and he said the pictures must have gotten mixed up. I asked the driver why he didnt communicate to the company that he left the sofa and loveseat and he hung up.

  

  Business Response

  Date: 06/18/2024

  Hi ********, my name is ***************************** I'm one of the co founders here at ReSupply. I sincerely apologize for your experience with your pickup. I know you already spoke with a member of our team but I made sure that everything has been fully refunded and taken care of ******* let me know if that is not the case). After a full investigation we have suspended this group that serviced your pickup until further notice. While no team is perfect and it does appear they mixed up two different pickups, that type of communication will not be tolerated as you deserved an explanation. I am also pushing our leadership to understand why this issue was not properly escalated up originally through our typical procedures as something complicated like this needs to hit a more senior level earlier on in the process (without you having to reach out multiple times). I completely understand your frustration through the process. If there's anything else that I can do to help or if you feel like there's more that I should understand about the situation my email is *********************************** I hope you know that this is absolutely on ReSupply and is not a reflection of our great partner Habitat for Humanity. 

  Customer Answer

  Date: 06/20/2024

  [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,
  
  *********************************

• Initial Complaint

  Date:06/01/2024

  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.

  I made sure everything on my end was in order for the pickup of donated items to be picked up smoothly during my timeframe i was given for June 1st of 12pm to 4pm CST. I then was notified via text 8 minutes after the start of my pickup time stating they are unable to pickup items. "Due to unforeseen circumstances" They offered to pickup the items June 2 8-12am, I replied to the text requesting the June 2 date. 30 minutes went by no notice if the June 2 date was secured by their staff so I resent the sent at 12:40 pm with the formatting they requested, I also called and left a voicemail message stating I'd like the June 2nd date and an explanation of what happen. It is now 1:16pm and still no confirmation of the June 2 date or a call from the company. I then manually went to the donation schedule to change it myself and come to find out the June 2 date is no longer available... So they lied in the information they provided in the text stating they could do June 2. I am requesting a discount, if not a full refund and completion of the job at no extra charge. Donating items should not be this difficult and the lack of communication from this company is ridiculous, and plus them stating false information on a date they couldnt actually offer seems a little bait and switch.

  

  Business Response

  Date: 06/05/2024

  Hi *****, sincerely apologize for your experience here. My name is ***************************** I'm one of the co founders here at ReSupply. After investigating your situation, it appears that moments after you submitted this complaint, we were able to confirm the date of June 2 with you and the pickup was in fact completed on June 2nd. I understand that it is frustrating that we were unable to pick up your items during your original pick up date. In a service business like this, it is very difficult to keep everything on a perfect schedule as this is the busiest time of year for our hauler partners. I am glad that we were able to accommodate your requested reschedule date of June 2 and just want to reiterate that the information that we provided you was accurate. We have put a hard focus on resolution time as it sounds like we could have solved this and eased concerns by communicating with you more efficiently in the first place. Because of that inconvenience I have issued a partial refund of your booking fee which you can find the associated receipt in the attachment below. We appreciate your feedback and for choosing ReSupply to help you donate your items in the first place. Please let me know if there's anything else that we can do to help you. 

• Initial Complaint

  Date:04/11/2024

  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.

  I scheduled a pick up of donation items through Re-Supply for March 18, 2024. The original receipt was quoted at $312.36. This quote included the base price, 4 large items, 7 medium items, 1 fee for a staircase, and a 5% fuel fee. I was told that there could be disposal fees in the event that an item or 2 were not accepted at the charity. When I received the final bill, I was charged an additional $100+ for disposal fees for 12 items, even though they only took 11, for a final quote of $477.61. I requested proof that the items were disposed of instead of donated, and have yet to receive that information. I also requested the name of the disposal site but was told they could not provide that information. I asked for the reasoning behind the donation center refusing the item or proof that they would not accept the items, and was told they did not have that information. They have repeatedly requested I authorize them to charge my credit card, to which I have requested proof of services rendered before I will authorize. I have asked to speak to someone else other than the person who has been emailing me, to which I received an email from a ***** with no additional information or way to contact. There is no other means of contacting someone and I have not been able to find a way to escalate my concerns. I am prepared to pay the original quote for the services that they performed, but unwilling to pay additional money for services that they refuse to provide proof of.

  

  Business Response

  Date: 04/12/2024

  Hi *******, my name is ***************************** I'm a VP and one of the co-founders here at ReSupply. Sincerely apologize for your experience and I understand your frustration. Our most senior customer success manager has launched a full investigation to make sure that this does not happen again. She has left you a voicemail but can be reached at ************, we will also be sending you a detailed email to outline what happened and what we're doing to fix this moving forward. We are going to immediately refund/remove the additional disposal fees. I assure you we are working to improve our technology to make sure there's a smoother process when it comes to verifying if your items were accepted by the charity. We keep our service as affordable as possible but ultimately we have to add disposal fees in the event that the items do not fit the guidelines of your intended charity as they have to be strict about what they can accept. We are looking into the reasoning behind the fees connected to your specific items. It appears our support team did not do an adequate job of following up with you and in situations like this we should be over communicating and following our already set escalation procedures to make sure you get the help you need if the first representative cannot properly solve your issue. Just so you know, you can be connected with our support team over the phone by calling 7654-DONATE MON-SAT 8AM - 8PM, I will discuss with the team better ways to make this more visible. I appreciate your willingness to trust us with your donation pickup in the first place and for providing us with this feedback because we genuinely want to get better. If there's anything else that we can do to remedy the situation, please do not hesitate to reach out. Hopefully we can make it up to you sometime in the future!  

• Initial Complaint

  Date:12/06/2023

  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.

  ?Date of transaction - 29 November 2023 Donation ID: ****************** what the business committed to provide - hauling items to local donation center, providing tax receipt nature of dispute - I was given untruthful information which affected my decision about which items to donate. I was assured that a like-new mattress would be wrapped for sanitary transport and would be donated. On the date of pickup, without prior consent or warning, a mattress in my home was handled in a way that rendered it unsanitary, and then they told it was going to the dump anyway. THEN they gave me the choice to keep it. AFTER it was rendered unsanitary. I was essentially forced to pay to have the mattress hauled to the dump. ?It was impossible for me to get a hold of anyone at ReSupply donor support. I was told they were just the sales department and that the actions were the fault of the local contractor. ?I have tried contacting both ReSupply and the local contractor, Luv Junk. I will never let personnel from either business into my residence again. There's nothing to keep them from spontaneously handling and dirtying any upholstered or nonporous furniture. My desired settlement is refund and replacement because the cost of the haul is less than half of the cost of the mattress.

  

  Business Response

  Date: 05/15/2024

  Hi ****, my apologies for our slow response on this platform as I was not aware of the complaint here. I know that we spoke at the time of the incident and again, sincerely apologize for your experience. I know we issued a refund for your pickup but to make sure you know your feedback is valued further, here are the items we've worked on since we spoke.  We have worked hard to improve the accessibility of our support by providing phone support and we have put a major focus on our response times and satisfaction scores so that things like this get sorted out at the time of the pickup rather than afterwards.  We have retrained this local contractor, with a close watch on their performance, and am happy to report they have maintained very positive reviews since then. Donating mattresses can be very difficult as many charities choose not to take the risk of bed bugs but it is important we keep any donate-able item in the best condition as possible to make sure it has the best chance of being accepted by the charity. We offer an all in one service where we will pick up absolutely everything a donor wants gone but of course not every item is a good fit for the charity. We are actively working on our messaging to make sure that this is clear and what the guidelines are. I promise you we're doing everything we can to donate as much as we can for our charity partners, and will improve our processes because of your feedback. Hoping we get another chance at some point in the future to help you out.