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:07/06/2024

  Type:Customer Service 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.

  I spend time on their web site shopping and place an order. Shortly after the order is placed they cancel the order with no reason. I think I am blacklisted but think if that is so I deserve to know the reason why. I have perfect credit scout and no problem ordering from any other business.

  Business Response

  Date: 07/07/2024

  Hello,

  If an order was cancelled automatically it means it has been flagged by our system as fraudulent. We use a third party provider to analyze order information for fraud activity, including a database with contributions from other resellers and major marketplaces. We will always respond to any inquiries about your account or order history to our best knowledge and ability.
  
  Here are some possible reasons for cancelling a fraudulent order:
  The system detected suspicious activity associated with this order that could include a masked IP address or incorrect billing information.
  The system detected a shipping or billing address on a fraud list where fraudulent packages had been shipped to in the past.
  The system detected an unsafe shipping address with multiple stolen or lost items reported in that location. Unfortunately, we are unable to ship packages to unsafe locations.
  Your account has been suspended and we can no longer fulfill orders associated with the account. An account can be suspended for one of the following reasons: 
  You did not return an item as part of the advanced replacement process or otherwise abused our return policy on The Smartest House website;
  Returned items had been excessively damaged;
  A chargeback has been opened from the account;
  We received abusive or blackmailing communication from the account;
  Any type of scamming activity from the account has been recorded.
  Unfortunately, we are unable to reverse automatic cancellations to restore cancelled orders manually.
  
  If your account was suspended, our customer service team will not be able to restore it.

  Customer Answer

  Date: 07/08/2024

  
  Complaint: 21950986
  
  I am rejecting this response because:

  there is no specific reason for cancelling orders and no dispute mechanism.

   

   

   

   

   

  
  
  
  Regards,
  
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