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:01/31/2024

  Type:Billing 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.

  Purchased go big electric accuquilt and a die at 10 am 1/30/2024. They immediately put a pre auth charge on my bank account. That's all fine. It still has not shown up under my orders and has not shown up as being shipped. I called today and they told me it can take up to 48 hours to "review" a charge. I asked why my first purchase at 10 am is still being reviewed but my 2nd purchase at 350 pm was not and has shipped. They told me they couldn't tell me. I said where on the site or email confirm does it say there is an additional waiting period of 24-48 hours. They told me that it wasn't advertised. I want to know why this is not advertised. They told me it just falls under shipping. Shipping is not pre authorization or a review of the purchase. They refuse to provide me with any information pertaining to a place to send a certified letter to complain about this. I'm supposed to send a support ticket to have my complaint sent to a department. I want them to update their information to make aware consumers who see a pre authorization charge (charge) on their card but don't see order history. Or at the least of why the first purchase is under review but they allowed a second purchase to go through simply because it was of lesser dollar amount 800 vs 200. The first purchase was 1/30/2024 at 10 am the second purchase was 1/30/2024 just before 4 pm. Same day but they let the lesser charge move through. I would be cautious. Their review department seems to let your card get charged even if your first purchase is under review for "fraud".

  Business Response

  Date: 01/31/2024

  Hello ************ 

  Thank you for reaching out to us here to express your concern and frustration, which we sincerely apologize for any inconvenience this may have caused. All credit card payments that are processed go through a review before approving and with data sensitivity and protecting our customer information a higher level review is done when there are larger payments and multiple purchases to make sure a "bad person" is not making multiple purchases on a stolen credit card. I have followed up with our accounting team regarding this and the order has been released as of this evening and should ship out tomorrow and you should also see this order in your order history now. You will receive an order shipment confirmation when it does ship. Thank you for your patience and understanding in this matter. If there is anything else we can help with please don't hesitate to reach out to us at [email protected]. Thanks and have a wonderful day!  

  AccuQuilt Team

  Customer Answer

  Date: 01/31/2024

   
  
  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.

  accuquilt team has provided me with the reason in which the additional time was needed. They also have rectified the issue within an amazingly timely manner. I feel that more transparency is needed for consumers who see their initial email which states to go to their order history and don't see an order history. Regardless they have corrected my situation within a timeframe I would never have guessed. Thank you accuquilt.

  
  
  
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