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:04/11/2024

  Type:Delivery 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 1/31/24 I ordered a New Matched Quad (4) Electro-Harmonix 6SN7 Gold Pins Vacuum Tubes Item NP137-4. I paid a premium for expedited shipping knowing that both ***** home and **** regular mail are the least reliable shippers in the country right now. I paid a premium to be assured my shipment would take priority. I received an email the following day from Viva Tubes that my product had shipped with a tracking number. I tracked the package later that day and found that it, in fact, had not been shipped but a label had been created but the shipment was not picked. I again tracked it the next day only to find the same message. I contacted Viva Tubes that day to request information on my shipment. I did not hear back on Tuesday or Wednesday and my irritation grew to the point where I lost my temper. Finally, I received an email back with the speculation that sometimes if the **** does not scan the package it is indeed routed but no tracking information would be available. I again tracked it on Thursday, the day I was supposed to have the product in hand, only to receive the same message. By this time I was irate. O contacted VIva tubes again and they refunded my shipping cost and stated explicitly they would refund me the full amount if I did not receive the tube the following day. I did not and they did not. Instead, I received a very stern non-apologetic note from the owner claiming that I was abusing his employee and he would no longer communicate with me or send a return label for the late tubes that I had ordered elsewhere in the meantime and got overnight from ****** for less money than via **** I decided to keep the tubes, because of the other tubes I ordered I like only to find out that one of the tubes sent by Vivatubes was defective and since the owner has blackballed me he will not fulfill his legal obligation to honor his product. I would like a refund for $71.

  Business Response

  Date: 04/16/2024

  We have put our best efforts forth to try to resolve this issue by apologizing & refunding. 

  We shipped the item in less than 24 hours using the shipping service that they selected which is **** Priority Express Mail. Express mail is supposed to be a 2-3 day service, so when the package had not arrived within 3 days, we refunded the buyer's premium shipping charge in full. Even so, all carriers are late sometimes, this is the nature of logistics. 

  The order was placed on a Saturday, 4/1/24 and we shipped early the next day on 4/2/24. The tracking took a day or two to update which is standard with all carriers and not abnormal in any way. The buyer immediately started posting negative reviews and made some wild accusations on various internet forms. This was again, after we refunded the shipping and just a few days after they made their purchase. 

  During this period, we received quite a few abusive emails with swearing *********, threats and false accusations. This is when I stepped in as the owner. Sometimes things go wrong, but I cannot allow my employees to be mistreated like that. We continued to respond to the buyer's emails after it was addressed. 

  We later had found that they had started several internet threats making up things about my business that aren't true. We even found multiple posts from different accounts which were recently made for the purpose of leaving multiple bad reviews. I don't think this complaint should stick given this fraudulent behavior. 

  The order arrived on 4/6/24 and the buyer sent us a message saying that they are pleased with the item and that they would be keeping it. Despite requesting to "return it from *******" several times, whatever that means. The next day, the buyer sent another fairly aggressive email changing their tune yet again and stating that one of the items was faulty. Their issue is technical, but, it is not unusual for the product and is not a fault or defect in any way. They were concerned that one of their vacuum tubes was glowing slightly more bright than the others. All tubes glow slightly different, it's how these products are across all models, brands etc. 

  We requested that they return the order at our expense. Yet, the buyer refused and said they wanted to keep the items for a full refund. And started threating to leave us bad reviews which is something we would consider to be a light version of extortion. 

  Even with all of this in mind, we decided to refund them $65.26 which covers 1/4 of their order as they purchased 4 vacuum tubes and claim that one is defective. The buyer has not returned the goods and if they so choose to do so, we would be happy to refund the rest of the order. I feel as though we have gone above and beyond for this buyer and am having a hard time understanding why the complaint was lodged. 

  Yours,

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

  Owner

  VIVA TUBES LLC

   

  Customer Answer

  Date: 04/17/2024

   
  Better Business Bureau:
  

  The business Vivatubes has satisfied my complaint by issuing a return label. No further action is necessary
  
  Sincerely,
  
  ***************************