Complaints

This profile includes complaints for Odyssey's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Odyssey

  228 Park Ave S PMB 18249 New York, NY 10003-1502

• 

  Odyssey

  325 Hudson St Fl 4 New York, NY 10013-1045

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:01/13/2025

  Type:Delivery 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.

  1) I received an email saying my package was delivered to my mailbox. I went to my mailbox and nothing, I contacted sprattronics and Odyssey for shipping information so I can have a tracking number to call the post office. Odyssey gave me the number and to check with my neighbours. This is the email I received from Sprattronics **** was expecting a Saturday delivery. I recommend checking with your neighbors first. This sometimes happens where they mark it delivered, and then the postman delivers it the next day. Contact your local post office on Saturday. Let me know on Sunday if it still has not arrived and I will begin an insurance claim. NO WHERE in the email does it say I need to file a police report in order to file a claim. THEY filed the claim for me WITHOUT asking for a police report. Well, my package was on a neighbours doorstep, not at our mailboxes which is nowhere near our houses. When I finally opened the AMAZON PRIME box, it was empty! I immediately took pictures and sent them to Odyssey. Where they proceeded to tell me they will file a claim. 2) NEVER was I told about your 30 day policy until AFTER I submitted the police report. I called the police three different times in the matter of three weeks and finally the third ******* i talked to, came out to my house and gave me a police report. The first two would not and said I need to contact the sender, or ****. I was going in circles for weeks with everyone blaming each other . I submitted a police report on day 31 of it the empty box being delivered. I told odyssey immediately of my trouble with the local police department and I have emails to prove that! I was not told I needed to file a police report until October 16th by odyssey, so I did get the report within 30 days of finding out I needed to get one.

  Business Response

  Date: 01/27/2025

  Odyssey is a marketplace through which parents utilizing grants from the state can purchase items from various vendors. We facilitate these purchases and coordinate fulfillment on our platform.
  On October 6, 2024, *** ******* used the Odyssey marketplace to purchase a Canon EOS R100 camera from the vendor Spattronics. Subsequently, *** ******* reported that the packagemarked as deliveredwas found on a neighbors doorstep and, upon opening, appeared to be empty. Below is a summary of the situation, our policies, and the vendors subsequent decision:
  
  1. Delivery and Reported Issue
   - *** ******* reported that the package marked delivered was found on a neighbors doorstep instead of her mailbox.
   - Upon opening, *** ******* alleges that the box contained no camera.
  2. Vendor Communication and Documentation
   - The vendor initially provided guidance to check with neighbors, contact the carrier ******* and requested a police report to investigate a potential theft.
   - *** ******* obtained a police report, but its submission and any supporting documentation were provided outside the 30-day window stipulated by our posted return policy.
  3. Return Policy Requirements
   - As stated on our website (Return Policy link: *******************************************************************************************), items damaged in transit or delivered incorrectly must be reported within 30 days of receipt.
   - In suspected theft scenarios, the policy requires timely documentation (such as a police report) within that same 30-day timeframe.
  4. Vendors Final Decision
   - After reviewing the police report and *** ******** communication, the vendor concluded it could not grant a replacement or refund due to untimely submission of the necessary documentation and inconsistencies noted in the report.
   - The vendor closed the claim, referencing the missed 30-day window and incomplete information.
  5. Current Status and Next Steps
   - Our records show the claim is considered closed by the vendor based on the timeline and documentation provided.
   - ****************** have additional information or further documentation relevant to the case, our team is available to facilitate its review with the vendor.
  
  We appreciate the opportunity to address this matter. If the BBB or *** ******* requires further details or clarification, please feel free to contact us at ***************** or email us at *************************************************************.

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1. I did submit a police report within 30 days of me RECEIVING the package!

  2. I did file a report within 30 days of receiving my package.  They NEVER told me I had 30 days until AFTER I submitted the report.  They are just looking for a reason to not giving my product.  

  3. What are the inconsistencies? I have asked this question multiple times and NEVER can you give me an answer.  

  I followed you protocol for your insurance claim so a new shipment can be mailed and you are denying it for no real reason. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/11/2025

  Dear Better Business Bureau,

  We appreciate the opportunity to respond to *** ******** complaint and provide further clarification regarding this matter.
  

  Summary of the Situation

  *** ******* placed an order for a Canon EOS R100 camera through the Odyssey marketplace, fulfilled by the vendor Sprattronics, with **** tracking number **********************. According to **** records, the package was marked delivered at the mailbox on October 10, 2024, at 2:24 PM.
  

  On October 11, *** ******* contacted the vendor stating that the package was not in her mailbox. The vendor advised her to check with neighbors and to wait a day in case of a delayed **** delivery. She later reported that she found the package at a neighbors doorstep but that it was empty.
  

  Return Policy & Police Report Requirement
  

  Our publicly available return policy clearly states that any claim for missing or damaged items must be reported within 30 days of delivery, and in cases of suspected theft, a police report must be submitted within that timeframe to proceed with an insurance claim. This policy ensures that claims can be processed in a timely manner.
  

  For reference, the policy is available at:
  Odyssey Return Policy (*******************************************************************************************)
  

  The vendor communicated the requirement for a police report on October 16 and again on October 17. However, *** ******* did not file the report until November 12, which was outside the 30-day claim window.

  
  Addressing the Complainants Concerns

  
  1. Notification of the 30-Day Policy:
   - *** ******* asserts that she was unaware of the 30-day requirement until after she submitted her report. However, our records confirm that the vendor communicated this requirement on October 16 and October 17well within the claim window.
   - Additionally, the return policy has been publicly accessible at all times.
  2. Inconsistencies in the Claim:
  - Initially, *** ******* reported that the package was not delivered (October 11).
  - Later, she stated that the package was delivered but found at a neighbors house, and when opened, it was empty (October 14).
  - These conflicting reports contributed to the vendors decision to deny the claim.
  3. Final Decision & Next Steps:
  - The vendor is unable to proceed with a refund or replacement due to untimely submission of the police report and inconsistencies in the claim details.
  - ************** has additional documentation that clarifies the police report timing or further supports her claim, we are happy to review it with the vendor.
  

  We regret that we cannot override the vendors decision in this case, as all claims must comply with our standard policy, which applies to all customers equally. However, should *** ******* wish to provide additional information, we remain available to facilitate further discussions.
  

  
  

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did turn in a police report within the 30 days of them telling me I needed it. And the police didnt give it to me right away. It took a week to get it. I dont see how thats my fault!! 
  

  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/01/2024

  Type:Product 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.

  The company, Odyssey, contracted with the ***************** to distribute funds per the 'Close the **** ********* ****** I was allocated $2,060 for my two children. I submitted a qualified reimbursement request in the amount of $1,336.00, on or about February 1, 2024, on their website, for my child's musical instrument. I have attempted to contact them by phone and email multiple times to verify the receipt of my request and to obtain a status update regarding reimbursement. None of my contacts received a response - the phone disconnects after a series of prompts. Please help!

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Odyssey regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 05/21/2024

  ******************** sent in emails regarding the reimbursement for the musical instrument as a part of Missouri's Close the Gap program and we responded to each one of her emails she sent in. Unfortunately, her reimbursement did not fit within the guidelines of the program, but we offered other options for reimbursement.

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their emails have been vague and I need specific information as to why my reimbursement requests have been rejected.  I have called many times and their automated answering service disconnected my calls every time.  I requested in my most recent email that they call me to clarify the information and so far I have not heard from them.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/30/2024

  We are pleased to inform you that all 13 of ************************* reimbursement requests have been approved by Odyssey. They are now awaiting final approval from the State. We understand the importance of these funds and are working diligently to expedite the process.
  For your reference, here is the verbatim reply Odyssey provided in response to her initial queries:
  "Based on the details you've provided, the key aspect we're currently missing is the reimbursement amount matching the exact amount paid, not just the invoiced or stated amount. The reason we ask for this level of detail, including an itemized receipt or statement clearly showing each transaction related to the Internet connectivity service, is to ensure that we comply with the specific guidelines set by the Close the Gap ****** This helps us to confirm that the charges you're requesting reimbursement for directly correspond to allowable expenses under the ******* guidelines.
  In the documents you've submitted, while you have provided statements showing the service and the payment, the requirement is for these documents to show a clear, itemized breakdown of the payment for the services rendered. This should include any specific charges related to the **************** that you paid for during the month in question. Essentially, we need to see not just that a payment was made, but exactly what services or fees the payment covered.
  If it's possible, please review your statements or receipts to ensure they include:
  A breakdown of the service charges, specifying the cost associated with Internet connectivity.
  Confirmation that the amounts requested for reimbursement match these exact figures, excluding any taxes or unrelated expenses.
  Resubmitting with the required detailed, itemized documentation will greatly assist our review team in processing your requests as quickly as possible. We truly wish to facilitate this process for you and understand how critical each request is."
  We appreciate your patience and cooperation as we navigate this process. Should you have any further questions or require additional assistance, please do not hesitate to contact us.