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:08/25/2023

  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.

  I purchased an item (blanket) from giftmug.net on July 30th, 2023. I paid $35.40. I was told it would take 2-4 days for handling and packaging and then 7-10 business days for shipping. On August 5th, I saw that their had been progress on my order and it had not shipped yet, I email their only support email address ([email protected]) to get assistance on the timeline and see when they would expect my item to ship. I received no response. I sent another email on August 7th requesting to cancel or order as I knew it would not be receiving this item in time for my event. I received no answer. I then send 4 more emails spanning the next two weeks and never received any response at all.
  
  Once I received my item, too late to use for my event, I requested to return it for a refund. They have instructions on their website as to how to do this:
  
  "To be eligible for a replacement or refund, your item must be unused and in the same condition that you received it. This only applies to incorrect and/or faulty item(s) upon receipt. We do not keep inventory therefore we cannot accept returns. Plausible reason must be given—we do not exchange products due to a change of mind, and any exchange requests of item type or model that was mistakenly chosen by purchaser will be not accepted.
  
  To file your claim, send us an email at ****************. Please provide some helpful information, at least a clear photograph of the item showing the defect(s) and the receipt or proof of purchase. Once the claim is received and inspected, we will send you an email notification of the approval or rejection of the claim."
  
  After attempting to file a claim as instructed, I still received no response.
  
  I simply need someone from this business to communicate with me. It has almost been a full month with zero attempt at communication form this business.

  Business Response

  Date: 09/08/2023

  hello,

  we are so sorry for this convenience, we agree to refund this transaction, and have done to refund this transaction.. thank you

  Customer Answer

  Date: 09/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  After reaching out 10 separate times over a months time, *********** has still not reached out to me personally. They responded via BBB only after being reported to to the BBB and being reported to my bank. I received a PARTIAL refund only after spending hours of my time attempting to get in contact with them. Their refund policy is a 100% refund if dealt with within 3 days of receiving item - which I attempted to do by reaching out to them immediately, with zero response, as we know. Again, still no response personally on any email threads I have started with GiftMug and no reason for lack of response given in their statement to BBB. Is it just me and this one circumstance that they refuse to communicate about or do they not respond to ANY emails that come to the ONE email address listed on their website?

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

  Business Response

  Date: 09/12/2023

  agree to refund Shipping cost

  Customer Answer

  Date: 09/12/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** ********