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:11/23/2022

  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.

  Order pet vitamin supplement via Amazon, which was sold by this vendor, delivered by this vendor (so we cannot request refund from Amazon). My wife and I live in an apartment complex, with specific mail area (mail is not delivered to door). The package was neither placed in our dedicated mailbox, nor was it placed in a package box provided by the apartment complex, nor did any other resident state it was placed in their boxes by accident. The item is claimed to be delivered on 11/10 using ***** Upon reaching out to vendor they suggested we reach out to post office and they would check with GPS data. Upon submitting request to ************ **** confirmed they could not track the item and it did not show it was delivered. Vendor stated that their investigation resulted in GPS data showing it was delivered, yet they also state the local **** office stated the package was recalled.Vendor is refusing to issue a refund and has instructed me to file a police report as they claim it was possible theft.This was a $76 (cost plus tax) purchase, and my wife and I simply want a refund. Vendor is refusing to issue a refund.Appreciate your support in helping to resolve this matter.

  Business Response

  Date: 12/05/2022

  We checked the *** scan and it was delivered to the right location.  According to the local ************ it was delivered properly.  We think it could be theft.  They responded to ** and said they spoke to the local *********** and they claimed they couldn't track it.  The carrier for the route confirmed to us it was put in the mail box.  We told them to contact their local police and the postal inspector.  If they haven't done it by now, they should. 

  Customer Answer

  Date: 12/07/2022

  Complaint: 18456170
  
  I am rejecting this response because:
  
  This is an apartment complex with locked centralized mailbox and locked package delivery boxes. 

  If **** placed in correct mailbox we would have received. Either by being in our box or a key linked to a specific and secure package box which only key provided to us can open. 

   

  Theft would be near impossible unless someone broke into our mailbox, which has no damage. 

   

  if **** delivered it would have been to the incorrect mailbox. I've checked with neighbors and no one has received. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/08/2022

  I agree with the customer. I was not made aware she was in an apartment complex with cluster mailboxes until the most recent response. In this case the delivery scan would have been made at the location of the cluster of boxes and could have been delivered to a different box in the cluster of mail boxes. While the postal carrier claimed to recall this delivery, I feel it would have been hard for him to recall that particular delivery if he was delivering to a large set of mail boxes in the same area. 

  In this case the customer is correct and a full refund will be issued. 

  Customer Answer

  Date: 12/09/2022

  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.
  
  Sincerely,
  
  *******************************