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:08/29/2023

  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.

  Used store for packing & mailing of delicate items. Employee did not secure *********** arrive shattered. Attempts to file a claim were very difficult. I wrote scathing review on ****** & was given response to file claim - which I did. BUT the information provided was bogus and when I contacted the store, they told me it was "computer generated and there's nothing we can do to help you". Further, the employee who failed to wrap the breakable items told her mgr that I had "refused to pay for bubble wrap" - and absurd comment & a lie.When filing the claim on *******, I was asked for banking information which seemed untoward.I was also told that even though I had shipped the materials, that "You are not the shipper" - so the website is very difficult to use.There is no method for follow up- I was given bogus phone numbers that no one answers. Used the online chat & no one knew what to do.

  Business Response

  Date: 09/14/2023

  This store has been in business for almost 10 years and in all of those years we have never received a complaint to The Better Business Bureau.  As a small business we pride ourselves on customer service and treating all of our guests with the utmost respect and professional service.  Unfortunately, a situation arose where this customer wanted to ship 2 lamps to ******* and did not want to pay for fragile packing.  When quoted the pricing for fragile packaging the customer stated that it was too expensive and berated the employee that was trying to help them package the items.  The employee was simply trying to help the customer and in all honesty they should not have packed these items if the fragile packaging fee was refused.  Center packaged items need to be packaged professionally and properly and in this case we should have refused to ship the items.  This customer did declare value on the shipment for $200 and they paid $94.82 for the shipping and packing.  The customer did not try to contact our location directly to voice their concerns, this person took to every social media outlet we have to leave us a negative review on each site.  After said customer left us MULTIPLE negative reviews, our ****** review responses are AI generated and the response stated to start a claim online, which the customer did follow those instructions and filed their own claim with *** online.  If the customer had reached out to our location directly we could have filed the claim for them and finalized the process, but since we did not file the claim and the customer did so on the *** claims portal, *** was in control of the claim.  *** actually PAID this customers claim for $288.82 right away.  The claim was finalized within the same day that the customer filed the claim with ***.  During the confusion this customer called our location and spoke with the manager of the store and they tried to explain everything to said customer but the customer was extremely upset, yelling and cussing at the store manager, using terrible names to describe the employee that assisted her in shipping the package and the manager stated that they would be more than happy to help the customer but they were not going to be spoken to like that and be completely disrespected.  It is extremely unfortunate that this situation occurred and we have apologized for this customers items being damaged.  This customer has slammed our small business all over the internet and disrespected the employees at this location.  We value each and every customer that walks into our location, it is unfortunate that this has happened however, this customers claim has been paid and there has been a resolution.  I have attached the proof of the claim that was filed by the customer and proof that *** paid the claim and directly deposited it into the customers bank account.