Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/08/2024
Type: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.
I recently ordered ********** Salmon from Shop.com, but my most recent order arrived in poor condition. The product was not frozen, and the packaging was different from what Im used to. I informed customer service that the package was soaked in water, and the foam cooler wasn't sealed like previous orders. I also sent them a photo of the salmon, but they claimed that based on the photo, the salmon was in good condition, which I cannot accept. Ive been ordering this product since 2021, with over ************ that time. To demonstrate what the product is supposed to look like, I shared a photo taken by a friend who received the same product, showing the condition I usually receive it in. Unfortunately, customer service maintained that the product was in good condition and refused to offer a refund.
Business Response
Date: 08/09/2024
Our response to the complaint below.
Details:
The order was placed on 7/20/24 with our partner store, Rastellis. According to their system, the order was processed and the label created on 7/22/24, shipped on 7/23/24, and delivered on 7/24/25. On 7/25, the customer reported that the package was not received frozen, and that the salmon was soft. We responded stating that the package was delivered in good condition. On the same day, the customer expressed dissatisfaction with our decision not to issue a refund. We replied, reiterating that the package was delivered in good condition, per our direct communication with ********* and their tracking methodologies.
Upon reviewing the situation with *********, we confirmed that the package was shipped within the 2-day window and delivered in a timely manner. Although the customer reported that the salmon was not completely frozen upon arrival, it was confirmed to be cold and safe for consumption. According to our supplier, Rastellis, the salmon appeared to be partially frozen and could be refrozen if still cold.
Given the circumstances and the fact that the product was delivered within the expected time frame and in a condition deemed safe for consumption, we and the Partner Store, ********* agreed and determined that a refund or replacement was not necessary.
We strive to ensure customer satisfaction and regret any inconvenience this situation may have caused. We believe we handled the situation appropriately based on the information provided and research completed. We appreciate the opportunity to address the customer's complaint.
*************************
Executive Assistant to *********************Office: ************
Fax: ************
Initial Complaint
Date:02/21/2024
Type: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 ordered a pair of sandals online, but never received confirmation of shipping or a tracking number. When I called their number - *********** number it was a scam and it was not actually shop.com but a telemarketing company trying to sell me a hearing aid. I never received a tracking number or confirmation of shipping or the item.Business Response
Date: 02/26/2024
Hi *******,
Please see the email trail below. Although this customer did purchase from one of our partner stores, we cant get her to respond to our calls.
****
*************************
Executive Assistant to *********************Office: ************
Fax: ************
Email ********************************
marketa****** | SHOPCOM
*** ******** *********** ******** I ********* I ************** ***********| ********
Confidentiality Warning: This e-mail contains information intended only for the use of the individual or entity named above. Any dissemination, publication or copying of this e-mail is strictly prohibited. The sender does not accept any responsibility for any loss, disruption or damage to your data or computer system that *** occur while using data contained in, or transmitted with, this e-mail. If you have received this e-mail in error, please contact the sender and delete the material from your computer.
From: ************************* <**********************************>
Sent: Thursday, February 22, 2024 4:26 PM
To: ************************* <********************************>
Subject: RE: BBB - AcknowledgementNo; She responded to my email
Thank you,
*************************
Global Director
UnFranchise Services | Corporate Training
**********************************
marketa****** | SHOPCOM
*** ******** *********** ******** I ********* I ************** *********** | ********
Confidentiality Warning: This e-mail contains information intended only for the use of the individual or entity named above. Any dissemination, publication or copying of this e-mail is strictly prohibited. The sender does not accept any responsibility for any loss, disruption or damage to your data or computer system that *** occur while using data contained in, or transmitted with, this e-mail. If you have received this e-mail in error, please contact the sender and delete the material from your computer.
From: ************************* <********************************>
Sent: Thursday, February 22, 2024 4:25 PM
To: ************************* <**********************************>
Subject: RE: BBB - AcknowledgementLord.
Has she returned your call?
*************************
Executive Assistant to *********************Office: ************
Fax: ************
Email ********************************
marketa****** | SHOPCOM
*** ******** *********** ******** I ********* I ************** ***********| ********
Confidentiality Warning: This e-mail contains information intended only for the use of the individual or entity named above. Any dissemination, publication or copying of this e-mail is strictly prohibited. The sender does not accept any responsibility for any loss, disruption or damage to your data or computer system that *** occur while using data contained in, or transmitted with, this e-mail. If you have received this e-mail in error, please contact the sender and delete the material from your computer.
From: ************************* <**********************************>
Sent: Thursday, February 22, 2024 4:12 PM
To: ************************* <********************************>
Subject: FW: BBB - AcknowledgementSee below. Where in my email did I say our number was 877? What in the world? Anyway, this is in motion. All roads lead to the partner store, Soled, not sending tracking information and its been 3 days since their order. Additionally, they called the wrong number and thought we were scamming them.
More to come
Thank you,
*************************
Global Director
UnFranchise Services | Corporate Training
**********************************
marketa****** | SHOPCOM
*** ******** *********** ******** I ********* I ************** *********** | ********
Confidentiality Warning: This e-mail contains information intended only for the use of the individual or entity named above. Any dissemination, publication or copying of this e-mail is strictly prohibited. The sender does not accept any responsibility for any loss, disruption or damage to your data or computer system that *** occur while using data contained in, or transmitted with, this e-mail. If you have received this e-mail in error, please contact the sender and delete the material from your computer.
From: *********************** <**************************>
Sent: Thursday, February 22, 2024 4:05 PM
To: ************************* <**********************************>
Subject: Re: BBB - Acknowledgement[NOTE: EXTERNAL EMAIL ADDRESS]
Hi ******,
Thank you for your call and quick response. I never received any shipping/tracking info and when I called the number listed in my order confirmation email from shop.com - ************** - it went to a telemarketer. Then, I got an email this morning from someone at Market America who listed the phone number as **************, and now your email says it's a ***** number. These inconsistencies, and the fact that shop.com, marketamerica, and soled are all involved in this order but no one stepped up to update me on my order, made me think this was a scam, and so I alerted by credit card company as well.
I'm looking forward to getting the tracking info. Thank you again for your attention to my case.
Ulka
On Thu, Feb 22, 2024 at 12:45 PM ************************* <**********************************> wrote:
Good day, ****
Thank you for your recent BBB inquiry. My name is *************************, and I am the Director of **************** at ********************** | SHOP.COM.
The BBB has contacted us to further assist you with your purchase inquiry and we are happy to help. I do show that you placed an order ( Teva Women's Universal Trail Black M 7) on February 19 with our Partner Store, Soled, through our website. Your order has been invoiced and currently awaiting tracking information. We assure you that we have escalated this to Soled, and we are awaiting an update with the tracking information from them. We greatly apologize for the delay.
Also, in your inquiry, you mentioned that you called us, but only to be serviced by a different company. Our customer service line is: ************. Although I do show that you successfully reached us today so that is great news. I have also called and left a voicemail with you today. Please feel free to reply to this email, or you *** call me back at ************** if you have any questions in the interim. We hope to have updated tracking information available shortly.
*************************
Global Director
UnFranchise Services | Corporate Training
**********************************
marketa****** | SHOPCOM
*** ******** *********** ******** I ********* I ************** *********** | ********
Confidentiality Warning: This e-mail contains information intended only for the use of the individual or entity named above. Any dissemination, publication or copying of this e-mail is strictly prohibited. The sender does not accept any responsibility for any loss, disruption or damage to your data or computer system that *** occur while using data contained in, or transmitted with, this e-mail. If you have received this e-mail in error, please contact the sender and delete the material from your computer.
Customer Answer
Date: 02/26/2024
I am rejecting this response because:
1. "We can't get her to return our calls"
-I received ONE phone call from ************ on 2/22/24 at 12:34pm from ***************************** - see attached full transcript of her voicemail.
-I have not received any other calls, nor was I asked to return her call - see transcript
-Instead, she asked me to look out for her email follow-up, which I did receive and did respond to on 2/22/24 at 1:05pm (about 30 minutes after she left me the one and only voicemail I ever received).2. "Where in my email did I say 877"?
-Refer to attached voicemail transcript that clearly states she said I got the first 3 numbers of the phone number wrong, they are 8-7-7. I can provide a recording of the actual voicemail if needed.
-I didn't get the first 3 numbers of the number "wrong" - the number is listed as ***** in the order confirmation email I received from shop.com on 2/17/24 - see attached.3. I will consider this matter closed once I receive a tracking number and I have received the item I paid for.
Thank you to everyone for your attention to this matter. I appreciate your time and care.
*********************;Business Response
Date: 02/27/2024
Hello,
This customer filed a chargeback through their bank for their order and the bank has refunded the customer. Therefore, the order will no longer be shipped to them.Adding @Merchant Support @******************* @*********************************
Thank you,
*************************
Global Director
UnFranchise Services | Corporate Training
**********************************
marketa****** | SHOPCOM
Customer Answer
Date: 02/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
Date:11/07/2023
Type: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.
On September 8, 2023 I cancelled my account including autoship with this company. I double checked on this and was told yes, it was cancelled. This month they charged me again. When I called they told me it wasn't cancelled. I do not want their products, do not want the upline making money off of me and I want my money back and I want my debit card numbers removed from the system. Here is the person who told me my autoship was cancelled. Robert T********* Advanced Communications Specialist Direct ************ Fax: ************ Email ************************* **** ******** ***** ** * *********** ** ***** ************* * *********Business Response
Date: 11/08/2023
Dear ******* ******,
We sincerely apologize for the inconvenience and frustration
you've experienced due to the delay in processing your cancellation request.
We've looked into the matter and confirmed that your Annual renewal, Autoship,
and your account have indeed been canceled as of October 13, 2023.Our investigation shows that your original request on
September 8, 2023, was to cancel the Autoship and Annual Renewal. Following
this, an internal error led to an inadvertent delay in processing these
cancellations, leading to the October Autoship being processed erroneously.Upon discovering the error, we immediately issued a full
refund on October 10, 2023. Please rest assured, no further actions or charges
will be incurred on your account from our side henceforth.We deeply regret this oversight and would like to reassure
you that we are committed to ensuring such mishaps do not recur. Your feedback
has been invaluable in helping us identify and address procedural issues. Thank
you for your patience and understanding.
Market America | SHOP.COM
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