Complaints

This profile includes complaints for Wilson Inmate Package Program Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wilson Inmate Package Program Inc.

  1178 Broadway Fl 3 New York, NY 10001-5666

• 

  Wilson Inmate Package Program Inc.

  5900 Decatur St Ste E4 Ridgewood, NY 11385-5955

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:03/30/2023

  Type:Product 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.

  I placed an order with this company Feb 24th 2023. Today March 30 still no package no communication. They email back twice saying once it was going to be shipped out weekend and they could not reach me since then Ive left a new msg with my number much more clear , second time the emailed saying they are going to check the status. On March 14th status changed to awaiting shipment today still no package no communication. *** called emailed left messages to call back. *** asked for a refund still no refund the 3rd party payment system who collected my money have been trying to reach them for a refund and still no communication no refund. I have already used another company who had a package within a week. They are scammers I dont wish to do any business with them and I just want my money back. My husband does not what their package. I also emailed **************************************** and still no response. I just want a refund and to part ways

  Business Response

  Date: 04/11/2023

  Hi, and thanks for allowing us to respond to this complaint. Please note customer was refunded April 6th, 2023. She used a Pay-in-Four gateway to make her purchase. Her refund was issued back to the same form of payment used. We would like to advise her to reach out to the bank she used regarding her credit as we completed the refund and did not contest her request.

   

  Respectfully submitted,

   

  Team Wilson

  Customer Answer

  Date: 04/11/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/27/2023

  Type:Sales and Advertising 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 ordered a package from this company on March 12 2023 its almost a month later and my husband has not received anything yet my package had been saying awaiting shipment for the longest..everytime I call or email them there is no response they tell u to leave a message on they phone system and they will get back to u the next business day and never ever call back after spending $319 with this company I am highly disappointed and frustrated to say the less at this point I juss want my money back so I can get my husband a legit package

  Business Response

  Date: 04/11/2023

  Hi, and thanks for allowing us to reply. The customer received the order to the intended recipient on Monday, April 10 at 1:26 P.M. at Front Desk. Please attached *** tracking number and documents. 

   

  Respectfully submitted,

   

  Team Wilson, Shipping and Receiving

• Initial Complaint

  Date:03/16/2023

  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.

  Hello I placed my order on 17 January 2023, order number ******* and I have been calling and emailing but no response from the company. I understand you have lots of orders to fill, but this is just not right over 2 months. I would like a response or my order please.Thanks

  Business Response

  Date: 04/11/2023

  Hi, and thanks for allowing us to respond. This customer's order was shipped and received. Please see attached documents.

   

  Respectfully submitted,

   

  Team Wilson

• Initial Complaint

  Date:03/09/2023

  Type:Delivery 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.

  I placed an order on 2/17/2023 #******* and almost a month later still no package.. I reached out the company 3 times with little to no response. My packaged has said "awaiting shipment" for about 2 weeks now. This company does not answer phone calls or emails. I will be disputing charges with my bank due to the fact that I feel they have no intentions on shipping my items out at all. People order these items for their loved ones in need and the absolute disregard by this company is horrible. I wish I would of looked at these reviews before ordering with them.

  Business Response

  Date: 03/14/2023

  Hi,

   

  Thanks for letting us respond. We give customer a call tomorrow the 14th, 2023.

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  It is 3/14/23 and I have no received a call as of yet. 
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/08/2023

  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.

  I ordered package for an inmate at ********* correction center in ***** ******** on October 16th 2022 worth $270.68. Items were never delivered and attempts to contact the company has not been successful. Their phone numbers tell you they are busy and let you leave your name and number and they never call back. Snap shot from my account still says awaiting shipment.

  Business Response

  Date: 04/11/2023

  Hi, and thanks for allowing us to answer this complaint. First, please accept our apologies for the missed response. we have been extremely inundated with orders and low on staff. We now have someone that answer all complaints accordingly moving forward. Please note this customer disputed this order. We did not contest her dispute. We accepted the dispute. she was refunded by her bank of which came to our bank. 

• Initial Complaint

  Date:02/28/2023

  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.

  I placed an order on February 10, 2023 They took my money but have not returned one phone call or email.Their vm says they will call back within a business day I have not received a call or response via email I paid for my order and to date it has not shipped and no communication at all.

  Business Response

  Date: 03/14/2023

  HI,

  Thanks for allowing us to respond. This order was shipped, delivered and consumed by the intended recipient, i.e., the customer's love one. Please see attached proof of delivery. and here is our policy in short:

  Hi, and thank you for allowing us to respond to this complaint. Please note; no where on our website or policy/policies does it state we ship in accordance to the customers demand. We have a very clear and easy to read policy that clearly states: "Shipping"  ****************************************************
  
  We ship to ************** Correctional Facilities ONLY. Note that there are restrictions and policies we must abide by throughout the packing, shipping and processing of orders. Also note, there are slight variances in Directive **** et al. & Facility Operating Procedures (better known as: F.O.P.). We must make known that allowable items varies per facility, e.g., one facility may allow black winter hats while another facility may not allow the black winter hat. We urge you consult with the person you are ordering for regarding their F.O.P. We charge a flat-rate shipping cost of: $14.99 no matter the weight.
  
  When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the facility your package is shipped to, it may take up to **** business days for processing. Please note orders received are processed during business days ONLY (business day include Monday-Friday ONLY). If an order is received over the weekend, it will begin processing on the next business day  i.e, Monday.  When ordering fresh foods (meats & vegetables) these items are ordered and delivered to our facilities fresh for immediate shipping.
  The way a customer pays has absolutely nothing to do with our shipping policy. If there was a cash option the same policy/polices would apply. Our policy clearly states **** business to process alone. In addition to our policies we have placed a link at the very top of our website the explains it may take even longer to ship because of State Policy Changes. Please refer to our home page link at the top. ***********************************
  In short, if read prior to ordering and checking the box all customers must check prior to checking out matters of this would not end up at the BBB. We have nothing to hide. These polices are there throughout the customers entire shopping experience. 

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair 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.

  This business is a fake business. They inflate prices almost by double. I end up paying more for one person than I do for a household with three people. And I only get like 35 items. Reason being that the company must make money as well. They also advertise items on the site that they dont even have in stoke. They try and tell you they substit with equal valued products. They dont. They actually sent four of the same product with alcohol in it that my loved one was not able to receive because it is not allowed. Or with something with less value. During holidays customer service communication was cut just giving you an option of email. Emails not responded to. And calls are not returned. When they are returned false promises are made. I ordered on 1/24/23. Items sent on the 8t partially fulfilled and with items not allowed. And half the order missing. Calls have been placed. Its over a month the order still hasnt been fulfilled. Nothing has been refunded either. This is consistent problem. I placed more than one order. Not once had it gone smoothly. I have spent over **** dollars in orders. I gave them benefit of the doubt. Do to food shortage because of Covid. Even though those items shouldnt be advertised. I gave them same courtesy during holidays because of a work load they can not handle. They have a bigger selection Simple because they advertise items they do not carry. I have tried multiple times to communicate. They have my money and I cant even be refunded or have any type of communication. I am. It the only one with this same problem. I have never spoken to any one that actually has any good feed back about them. I urge people not to use them at all. And more people to file complaints with the BBB. I want all my money refunded. And all the items to be given to the inmate regardless of restrictions imposed by the **** Because they are the root of the problem. Civilians abide by the rules. And they make it hard to get food to inmates. Because of lies

  Business Response

  Date: 03/13/2023

  Hi,

  Thanks for allowing us to respond. First, every order this customer has ever made was delivered in full. It should also be noted this customer has ordered from us over six times! We have absolutely no clue as to fake merchandise. The order placed on January 24, 2023 was delivered in full. Yes, we agree some items were rejected. More specifically, 2  Korean BBQ Chicken Boneless Chicken Thighs, 2 Hawaiian Style Chicken Thigh ********************** Brussels Sprouts and 2 Grass Fed Beef Sirloin. It should be noted that manufacturers change ingredients at times for their own reasons. Reasons we are not made aware of often when it's too late. It should also be noted that Correctional Policies and Regulations change in accordance to happenings. We have absolutely no control of their process. This customer speaks directly with the top manager when making her order for her loved one. We are completely confused here. ****************** emailed us regarding these same matters. Once he explained what happened we immediately reissued more of meat products that were allowed and we added additional items. The items were Wednesday, March 08 at 10:12 A.M. Please see attached signed delivery. Please be sure the customer knows we do not refund monies for products that were delivered and consumed by the customer's love one. We are unable to share the emails of ************** love one sent but he is well aware his order was delivered. 

   

  Respectfully submitted

  Customer Answer

  Date: 03/14/2023

  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:

  [Your Answer Here]

  In response to willsons my loved one has been incarcerated for **************************************************************************************************** not. Directive **** as an approved supplier they need to educate themselves on what is acceptable. The ingredients have not changed. The Oder was placed on January 24th. The items were fulfilled in March. After repeat calls and msg they still have not returned a call . If they claim they have then I would have received a voice mail. If the company did in fact have these items then why did it take them so long to fill the package. After I complained to the bbb that is when they contacted me. *******. ****************** is the resilient of the package. I am the customer in which paid for a service. Not me.*******. Wilsons chose to reach out to the incarcerated individual as apposed to the consumer placing and paying for the items because they know they are in the wrong. Yes I have orders six times and every time they have the same issues. The customer service is horrible. No contact what so ever. Upon the complaint to bbb is when they finally sent the rest. But failure to communicate with the payee. When a customer orders with the impression that you are a doc approved vendors it is expected that the company would be aware of the department of  corrections directive in which is the same for quite a few years. We looked past the price gauging because they advertised good products. But they fail when the products are not available but still accept payment in them. They should not claim they have no clue as to what i speak about because I have all the documentation. And its is nothing for me to call the doc and get a list of items that were included upon delivery. Why would you communicate with the incarcerated individual and not the person who placed and paid for the items. I am not the only person with these same complaints. After the sixth order and granting them ample time to rectify their short comings. They respond by saying they have no clues then why did it take over a month to send the food. Why are they communicating with the receiver and not the person who paid. Why are they telling the customer when I am able to tell them about the **************************************************** their response. My loved one finally received his food. the company is playing with peoples money. So being that their performance is so bad I will take the next step and report them to the cfbc as well. What has made this transaction worse is the failur ti communication with the customer in which is me. The fact that they dont even know about the directive. The fact that they send a package after a month and some days and act like they have no clue. 

   

   

   

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

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

  Business Response

  Date: 04/11/2023

  Hi,

  Thanks for allowing us to respond to this complaint. It seems this customer is filing frivolous complaints as all the orders she ordered through Wilson's was delivered to the intended recipient. it further seems the customer my be a little upset. We no longer accept orders from her. She is blocked from ordering from us. Theres just too many complaints coming form a customer that continued to come back and shop at Wilson's. Hopefully she will not continue to harass and slander our company as we are fine without her purchases. We wish her the best.

   

  Respectfully submitted,

   

  Team Wilson

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair 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 placed a order on January 20th and have spoken to them 2 times about this order. Was told I would receive a call from supervisor but never received one even emailed and still no response. You call and can't contact anyone this isn't how business should be handled. Hopefully I would like to be refunded my 95 dollars if this can't be resolved it's a shame how costumers are treated knowing that our love ones depend on these packages when they are incarcerated

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond the customers compliant. The intended receiver of this order was located in a specific ************** facility when the order was placed. Unfortunately, the intended recipient was transferred before the order was processed and shipped. In the purchasing customer's defense he did call, and spoke with one of our representatives to inform us of this transfer. And requested we hold the order until he knew exactly which facility his love one was being transferred to. Do to heavy call volume we missed his call to correct the address. We spoke with **************** today, i.e., Friday the 17th, 2023 @ 12:12pm to add the new address where his loved one is located. That change has been made. We informed him the order will be shipped first thing Monday morning the 20th February with an anticipated delivery date of Tuesday the 21st. We also provided him with the *** tracking number* ****************** for his reference. Customer agreed to the resolution. 

   

  Respectfully submitted,

• Initial Complaint

  Date:02/07/2023

  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.

  On January 21,2023, i put in an order with Wilson's Inmate ***************** for my husband. I waited for a confirmation email from them letting me know when the order was filled and when it would be shipped out. January 26, i had not received any emails, so i called them. I was told that they were short staffed and having issues filling the orders. I asked to speak to a supervisor. I wanted to cancel my order. I was told ONLY a supervisor could cancel my order. Was told one would call me back. No one called me back. January 30, i started calling everyday, a few times a day. Leaving messages with the answering machine and speaking with 3 different people. As of February 3rd, the status of my order said 'Awaiting Fulfillment'. I no longer want their products or their business. They are very UNPROFESSIONAL and UNORGANIZED. They won't take my calls, return my messages, cancel my order but they will take my money. I NEED HELP... ive sent a copy of my call log to them (2 different numbers) and my emails to them. *** also sent emails to Afterpay disputing the order.

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond. This order was delivered Friday, February 10 at 10:56 A.M. Please refer to *** tracking document attached. 

   

  Respectfully submitted,

  Customer Answer

  Date: 02/22/2023

  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:

  [Your Answer Here]

   I reached out to them starting January 26, 2023 to cancel my order.  I used every tool I had to communicate with them. I called and i emailed. NO RESPONSE from them until after the delivery went out. The delivery was sent back by the facility. I let them know that i contacted the BBB and Afterpay with complaints. In their response to Afterpay, they said i called several times but refused to leave my number. I left my number EVERY SINGLE TIME i called, left messages on the machine and with a human and even in the emails. Not to mention i have an account still with them and my phone number is on there as well. Bottom line, they got all their items back and im not paying for the services. They are gonna try to charge ne a fee for returning the items and im refusing to pay that as well. So what do we do now?

   

   

   

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

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

  Business Response

  Date: 03/14/2023

  Hi,

  Thanks for allowing us to respond. This order was shipped and delivered: Friday, February 10 at 10:56 A.M. Please see attached proof of delivery.

• Initial Complaint

  Date:02/03/2023

  Type:Order 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.

  January 15, 2023 order #******* the order was put in two later they send a email saying order status has changed waiting for shipment no tracking number is available yet I just want my money refunded back to my debit card Thank You

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond to this complaint. This order has been shipped. We will notify the customer. *** tracking: ******************. 

  Customer Answer

  Date: 02/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************