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:03/07/2024

  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.

  Late afternoon on Wednesday, February 28, 2024 I entered store to *************** a garment that was covered. I advised **** that I needed assistance with the store items he saw fit to purchase to properly ship the garment. ****'s initial response was a deer in headlights. Therefore, I explained if he could pick out the items I required in order the safely ship the item, damage free, and I would pay for whatever was needed in order to do so. Still confused, I asked **** if we needed to start with a box or other shipping container. FINALLY, **** had a glue and grabbed a box. I had to readdress adding bubble wrap. **** said that he could cut the box down to reduce movement. I agreed. **** fumbled with the box and computer system stating he could save me money on the box. We had this conversation ********************************************************************** He saved me an entire $1.50 (now I can pay the house off)! Highly irritated but remaining calm for the 45 minutes plus it had taken him to save a 1.50, I remained calm. Although I believed the cost was rather cheap for delivery for Friday, March 1, 2024, I ignorantly gave **** the benefit of the doubt. The package was to arrive in PA on Friday. My nephew never received the garment. I immediately called the store on Saturday, March 2, 2024. The minor girl who answered the phone accessed my information and then gasps. I asked if there was a problem and she immediately stated to call corporate. Corporate!!??? We have no details on this package, yet he had my name, nephew's name/address, and tracking number. Called corporate, they said the store is at fault. Called the store back and the little girl placed me on hold and never returned. Called a 3rd time and the line was busy when I called back. Livid at this point I visited the store, got the runaround and little missy was leaning on the counter using her cellular phone (busy). ******* never left the store to the warehouse. Store has new *********************

  Business Response

  Date: 03/15/2024

  It's unfortunate that we couldn't communicate this through. Our staff members are all fully trained and certified to address our customers' concerns. ***** (not ****) is attentive the needs of our customers and aims to make the transaction as economic as possible for those who are patient. **** looked into the missing package and discovered that it was lost at a transit facility. Since we are a retail store, there isn't much that we can see on our end so the sender was advised to contact customer service for immediate clarity. This was brought to my attention through a phone call that was made to the store with the sender. I explained that our packages are picked up on a daily basis by a *** driver and that everything gets scanned upon arriving to the distribution facility. When the tracking number had no activity, I explained that it may have been lost in transit or at the facility. Also, I explained that I could file a claim for the amount insured of $100 and for the shipping costs.  Unfortunately, *************** was not satisfied with the protocol. *************** was more interested in finding her belongings than filing a claim so we left things be in hopes that there will be some activity. I did not hear from *************** after that day. We are interested in resolving this matter immediately. I can process the claim so that it will be more helpful towards her replacing the lost goods. I am available 6 days a week at our store email, *********************************************************** or by phone at ************** to resolve this. Looking forward to addressing your concerns. 

  Customer Answer

  Date: 03/25/2024

  I am confused. I did respond. I apologize that so many agencies lack attentive customer service individuals. I previously explained and uploaded receipts for items paid, alterations, and shipping. The warehouse is blaming the store stating the package was never given to driver to be scanned. Therefore, *****/****/Thief/Slow left the package in store, or he or the big guy stole it. What is the issue with the understanding. I want entire payment as ***** was too STUPID or intentionally did not add the insurance. The tracking number still says ITS AT THE FREAKING STORE