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Business Profile

Book Sales

Waltz & Hill

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Book Sales.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/25/2025

    Type:Product Issues
    Status:
    Answered
    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 3 blind dates with a book and never received them. I am attaching the receipt and the Email chain that was between me and the company. I inquired several times. and got the around from a representative named Tyler D********* with no answer to my last 2 emails.

    Business Response

    Date: 03/26/2025

    Order has been refunded due to order not received.

    Customer Answer

    Date: 04/03/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Case# ******** I have not recieved a refund from Waltz and Hill even though they stated they sent one. Waltz and Hill Wed, Mar 26, 1:12 PM (7 days ago) to me Waltz and Hill You received a refund of $40.41 Order No. ***** Placed on Jan 23, 2025 Refunded Items Blind Date With A Book Genre: Fantasy Cover Type: Hard Cover Please add any comments or notes to this Blind Date with a Book below.: Enjoy! Price: $9.63 Qty: 3 $28.90 Shipping $0.00 Subtotal $28.90 Tax $1.91 Refund Amount $40.41 If a promo code or gift card was applied to this order, the appropriate discount will be reflected in the final refund amount. Have questions or comments? Contact us. We'll do everything we can to make sure you have a good experience with us. Call us: +*********** Email us: *************************** This email was sent by Waltz and Hill *******************************************************  Regards, ******* ***********

    Business Response

    Date: 04/03/2025

    It is unfortunate that this refund hasnt reached Ms. ******* ***********. Attached is our screens, from our payment system stripe used on our website. We unfortunately do not have the ability to force anything through and she MUST contact her bank to trace these funds. This was also relayed in an email yesterday at 5:04pm EST 4/2/2025. As I stated our system has already showed this refund as processed, completed, and no longer pending. 

    If her bank is having difficulty locating the charge, then my recommendation is to use her banks recovery department to send us a fraud/dispute alert. To which we can send a confirmation and trace number as shown in the screenshot of the refund. Our company complied with refund policies, item was not received, lost in transit, and sent a refund immediately upon processing of the email request. Waltz and Hill is more than happy to help in this matter, but we have no way of forcing this refund through as it is entirely dictated by the customers bank. 

    If ******* ***********'s bank request issue of refund, and contacts us through ****** we will ensure this refund is accepted and processed. All of this being said if her bank cannot located and accredited the already processed refund.

    Our apologies for the lost package, and delay in this refund. Our company simply has no other steps we can take at this time.

  • Initial Complaint

    Date:11/06/2024

    Type:Product Issues
    Status:
    Unresolved
    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 21, 2024 I placed an online order for a “Blind Date Box”, for $45.99 which included a t-shirt, mug, 2 surprise books (one used, one new) and a bunch of stickers and other little stuff.

    After a long, painful wait with a couple of emails asking where it was the package arrived on October 15, 2024 (tracking number available upon request).

    When the package arrived, the mug was broken. The handle completely sheared off the mug.

    On October 16, 2024 I sent Tyler D*********, General Manager, informing him of the broken mug. He replied, “I am so sorry about the mug, it’s rare but does happen, I will have my team send out another mug to you.”

    As of November 5, 2024 I have not had ANY responses to my emails (dated 10/24, 10/31 and 11/5/24) inquiring about the new mug and when it will be coming. They have ghosted me.

    I would like to have a new mug sent to me or, at the very least, a refund of the retail cost of the mug. Although I prefer the mug sent to me as this was a gift and the recipient (my wife) wants the mug.

    Business Response

    Date: 11/06/2024

    We apologize that you haven't received a response, to the best of my knowledge your cup had been sent out, Tyler D********** is actually one of my employees and started his vacation a week ago, my name is Andrew A***** the owner, and I will get a new mug sent out for you along with a tracking number.

    Customer Answer

    Date: 11/21/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    The owner mailed me a package.  Does it have a mug in it?  I do not know.  The package came Postage Due $9.10.  I sent 2 emails to the owner about it and he has not responded.  I sent the package back "return to sender".  Pictures attached.  I believe the owner was malicious and did this on purpose because of my complaint to the BBB.  

    Regards,

    **** *********








Waltz & Hill is NOT a BBB Accredited Business.

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