Complaints

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• Initial Complaint

  Date:05/28/2024

  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.

  The person responding to the email states they have me a months time to make the payment, this is false. I stated in my first complaint that I called 2 days after the second voicemail. They called me on April 18, then on April 30th which I called 2 days after and have phone records for proof. When I called 2 days after the second attempt the business made, this would have been only 2 weeks after, not a month. When I spoke with them, I was offering to make the payment to have my items shipped, they said it was at the other warehouse and they needed to check if it was there still. No one called me back and I made 3 attempts to pay and check on my item. I have phone records and proof of the phone calls. Thank you so much! am emails like most. Thank you!

  Business Response

  Date: 05/29/2024

  We are a shipping company.  We ship for nine different online auction companies.  We follow the same protocol with all clients of those auction companies.  We pick up items from the auction companies which have sold and are to be shipped.  The auction company puts all of the items in a designated area for us to pick up.  We then bring those items back to our retail location, package them appropriately, contact the customer for payment of the shipping, packaging, etc.  Once payment is received and the address is verified, we ship the items and send the tracking information to the customer.  

  Our process in contacting the client is the same with everyone as well.  We call the number on the auction invoice.  If we reach a voicemail, we leave a message stating who we are, why we are calling and leave our call back information.  We then follow that call up immediately with an email stating all of the same information including the address on file as well as an option to have us send an invoice via PayPal if it is more convenient for the customer.  If we do not receive a response from either of those attempts, we repeat the process in two-three weeks (depending on how busy we are).  In the final email, we title the email 'FINAL NOTICE' in capital letters and in the body of the email is a deadline to make payment before the items are donated.  

  Unfortunately, we cannot control the email settings for our customers and are unaware if the emails go to spam.  We can only do what we are able and feel it is the customer's responsibility to know what they purchased and to either return the phone call within the time period or respond to the email(s) they receive.  

  We gave **************** four opportunities to pay for his item over a month's time.  Unfortunately, he did not respond in that time frame and as the email stated, his item was donated.  I do not feel this is an error on our part as **************** clearly stated he received the voicemails but failed to return the calls until after the deadline.  The fact that he does not check his spam is out of our control.