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:02/01/2023

  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.

  10/27/22 Charged $34.54 to my credit card for 3 bottles of lotion to ship from Wilson inmate website. 11/4/22 emailed Wilsons asking when it will ship, was responded to by email stating it takes 4-7 business days to process and 1-2 business days to ship.11/5/22 was emails a *** tracking number: ****************** (looked up tracking number and it comes up as label created even still today.)11/10/22 emailed Wilsons yet again asking when it will ship because there is no movement in tracking. Got this response: Good evening ***************, Thank you for contacting us. I will have our Shipping Manager review the status of your order. If its lost in transit; we will reissue your order. I will update you as soon as I have confirmation. Whats the best number to reach you? Thank you,************************* Team Wilson ******** Services 11/10/22 emailed back with my contact number.11/11/22 was left a voicemail by ************************* stating the package was probably lost and they would ship me a new package. She said it would ship the following week towards the end of the week and I will be sent new tracking info. She would double check to ensure it gets shipped and if I have any issues to contact her by email. (I still have the voicemail) 11/23/22 emailed wilson because I never got new tracking info or a follow up call, email, or anything. Never got a response. I tried to file a dispute with my card holder company but the company sent tracking info and receipts for merchandise. However, still those tracking numbers do not show shipped. I will never purchase from Wilsons again. They should not be in business. I just want my money back.

  Business Response

  Date: 02/17/2023

  Hi, and thanks for allowing us to respond to this dispute. The customer was refunded December 7, 2022. She also disputed this matter and we elected to refund her. It is entirely up to her bank to credit her card.We have absolutely no control over the matter once we issued/agreed to refund her. Please have customer contact her bank. 

  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 the customer never received any refund in December 2022. I had to dispute the charge with my bank. This website has multiple reviews also stating that they are a scam. Now I know and will never purchase from them again. Their website should be deactivated. Many customers are being abused by them.

   

   

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

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

  Business Response

  Date: 04/11/2023

  Hi,

  And thanks for allowing us to respond to this matter. The customer submitted a dispute regarding this order. We did not contest the dispute. We accepted it and she was refunded by her bank the week she disputed this order. She was refunded on 12/7/22. Why exactly are we here? It seems she is using the BBB to vent. Please close this case as she was refunded.

   

  Respectfully submitted,

   

  Team Wilson

  Customer Answer

  Date: 04/12/2023

  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. I would like others to know not to use Wilson inmate package Website because it is clearly a scam. They do absolutely NOTHING for their customers. They say they will reship items that never left their warehouse. They do not return calls and ignore emails. I will never use their website again.
  Once again their website shouldnt even be active because they scam people especially knowing now that I have read many other reviews. They  should learn to resolve issues at hand when it comes to customer service rather than make people dispute them. I can only imagine how many more unsatisfied customers they have had and will continue to have.
  Sincerely,
  A paying customer
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/24/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 put an order on 8/22/2022 and I had to wait 2 months for my order and there was foot wear missing. I called several times and spoke with someone who reassure me in October that I would receive the foot wear the following week. It has been 3 months and I have not received anything. I have emailed them several times and no reply as of yet. When you call the customer service number, there is no live person to speak to. They are only accepting emails and no one replies. here is my order number *******

  Business Response

  Date: 01/28/2023

  Thanks you for reaching out to us. Our phones are working, i.e., ringing in. We tried contacting customer several times by phone. We even left her messages. She did not answer our calls nor did she respond to the voicemail (s) we left. Please see attached phone record which clearly shows we tried reaching out to the customer. We reached out to inform her the sneakers she ordered were discontinued. And to give her better options at no additional cost. We have no issue refunding her $69.99. She should see her refund within the next 5-7 business days.

   

  Respectfully, 

   

  *******

  Customer Answer

  Date: 02/13/2023

  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 have reached out to Wilson Inmate package program twice since 2/6/2023. No one picks up so i left a message and no call back. 

   

   

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

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

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair 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.

  Date of Transaction was 8/6/22 Order number is *******, It was a free order basically I had store credit. They told me it would ship within a week. It has been over 4 months and my package has not shipped yet! I called and they are not accepting calls at this time I have emailed them and they are not returning my emails at all! This is not the first time this has happened with this company the first time I got them to ship the package a month late. This time it is over 4 months going on 5 and still no package! I have talked to numerous people before they shut their phone lines down saying they would return my phone call and they never did!

  Business Response

  Date: 01/28/2023

  Hi,

       Thanks for reaching out. First, our apologies for the delayed response. Somehow, while updating our system to comply and better complete orders, and serve our customers, in a timely manner, this order fell out of our internal "To be Shipped" log. We've located the order (*******). We will ship this order immediately. We will also accommodate her for her troubles. At ******** we seek to make all our customers happy and pleased with our services. And we definitely would like that they shop our site for the needs of their loved ones now and the mere future. Please consider this order complete. We will also give *** **** a call first thing Monday morning, i.e., the 30th of January. She was a regular customer of ours. And we feel terrible for this error. And we are grateful our shipping team was able to locate the order in our "Already Shipped" log. We hope our accommodation will make her whole again as she was when she had faith in ******** to get her loved one's order to him completed. 

  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/27/2022

  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 ordered a package from them on November 21st 2022 I was informed that this package would be delivered within **** days they charged my card ****** on November 21st, as of today December 25th 2022 this package still has NOT been delivered. It has shown awaiting shipment since December 4th. I have tried calling multiple times but they have shut down their phone lines indicating email only to reach customer service and they will respond within 2-4 hours I have sent 7 emails since the beginning of December and still have not gotten a response AT ALL!! This is the absolute worst experience I have ever had with a business and definitively not a good 1st impression. I feel like this store literally took my money with no intention on delivering the package I ordered. Im not sure why my card was charged on November 21st and still over a month later no package and no response from the company. Absolutely unacceptable! They try to say if you cancel they charge you 40% fee to restock this is absolutely absurd if its not delivered in the promised time frame there should be NO fee to cancel they did not keep their end of the deal. It seems to me this is a fraudulent business that does this simply to charge your card with no intention on delivering and expecting you to cancel so that they then make 40% for doing absolutely nothing! Total scam!

  Business Response

  Date: 12/29/2022

  Thank you for notifying us of the oversight. We have spoke with the customer and are working with her to correct the order. We are shipping the order along with the additional items offered. She will be in touch with you to confirm once the order is received. Thank you for allowing us to correct this issue. 

  Customer Answer

  Date: 01/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I spoke to the manager on the phone and he informed me that they would be shipping this package out today January 2,2023 He also promised to send additional things at no extra charge for my inconvenience. As of now I am just waiting to hear from the recipient of the package to see if the package was in fact received and was correct with all items in the package that I ordered and paid for. I was told by the manager that I would have a tracking number as well but as of today I have not received any additional information or tracking number from this company. So there is absolutely no way for me to find out if it was actually shipped today. I should hear from the recipient of the package tomorrow to see if in fact it was received. So at this time I dont have any further information on this complaint except that a manager at Wilsons called me on Thursday of last week to inform it was being shipped today. I will definitely contact you back by Wednesday to let you know if they actually finally delivered what I paid for back on November 21st.
  According to the Manager at Wilsons it should be delivered by tomorrow 1-3-23.
  Sincerely,
  
  ****************************************
  
  
  
   
  
  

  Business Response

  Date: 01/16/2023

  Hi, and thanks for ************. Please note, per our promise we shipped this order Monday the 9th of January. Tracking # ****************** ****** It was delivered: Wednesday, January 11 at 11:14 A.M. signed for by front door Officer. Please also note note customer was well aware of the the ship date: 1/9/23 & delivery date: 1/11/23. She received email of same. When we ship orders it is virtually impossible to skip/buy-pass sending the customer a notification as the shipping process is attached to the order. Wilson's has no control as to when an order will be distributed by the correctional facility. Again, thanks for ************. This completes this order. 

  Respectfully submitted,

   

  *******

  Customer Answer

  Date: 01/18/2023

  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. Although it was well outside of the original promised date it was in fact finally delivered on January 11,2023. I did receive tracking information literally the day it was shipped upon speaking to the person the package was shipped to MANY items were substituted for items I actually chose and lots were substituted for generic versions or smaller packages. I did have 2 different promise dates on delivery and neither was met but I did eventually get delivery. My opinion if you want the package delivered before a 7 week time period like I waited then this is not the place for you. Also the customer service was absolutely horrible going to lengths of shutting phone lines down and not responding to emails.
  
  Sincerely,
  
  ****************************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/21/2022

  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 made a order for my significant other on 11/23 totaling $279.48. I emailed the company with a few questions regarding when the order would be ships. The rep stated that it would probably be about a week to ship due to the Thanksgiving holiday. I emailed the company again on 11/29 regarding this order after I called and didnt receive a answer or call back from anyone. My order status changed on 12/4 to awaiting shipment and has not changed or shipped and its now 12/17. I emailed them on 12/12 asking for a update regarding the order and received no response and I emailed them on yesterday 12/16 asking to cancel and refund my money and still havent received a response. This company has cut info there phone lines and you cant speak with anyone and they do not respond back to emails. The lack of common is frustrating and unacceptable for a company who has taken my money and not produced the package.

  Business Response

  Date: 01/29/2023

  Hi, 
  
       First, our apologies for the delayed response. But we would like that our record with BBB is cleared. This order was shipped on January 10th, 2023 via *** tracking number: ****************** and scheduled to be delivered January 12th (Please see attached screenshots). Unknown to *******s at the time, customer submitted a dispute with the Pay-In-4 merchant she used to make her payment for the order. Although she received a "Shipment" notification on January 10 stating her order was shipped an scheduled to be delivered January 12th. She did not give us a call nor did she send an email to let us know she disputed the charge. The moment we realized she disputed the charge we called *** to have the package reversed and returned to sender (*******s). The reverse was successful. We received the return on the 16th of January ,i.e., A box of spoiled perishables. Please also note: we agreed to accepted her request to be refunded $279.49. Customer was refunded in full. in short, there was resolve in this matter. We respectfully request BBB remove the "Seller Failed to Response" from our record with BBB. Somehow we missed your email to us informing us of the said mentioned complaint. With the evidence attached that shows the package was shipped and returned, and the customer was refunded we ask that this matter be considered to be changed to read we did respond retroactively. Thank you far in advance for your assistance and understanding.
  
  Respectfully submitted, 
  
  *******

• Initial Complaint

  Date:12/01/2022

  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 Nov 12, 2022 I ordered a food package from this company for my husband who is incarcerated!! Today is Dec 1, 2022 and we have yet to receive the food package!! *** contacted them on a few occasions and they told me that my order was being shipped out and it has yet to be shipped out!! At this point I dont even want that orderI just want my money back because obviously theyre scamming people out of money!! Now theyre not even replying bk to my emails or anything!!

  Business Response

  Date: 12/29/2022

  Good afternoon, we have investigated this order and see that ****************** order was shipped and received. We did speak with ****************** and she was kind enough to accept our request to correct the situation regarding her order. The order was shipped out and received by the facility on 12.7.2022. She has received tracking and confirmation. Thank you for allowing us to support this complaint. 

• Initial Complaint

  Date:11/28/2022

  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 a order 30 days ago and it says still waiting fulfillment. I have emailed Wilsons several times with no answer. My son is in need of these items I want an answer why after 30 days nothing has been done.

  Business Response

  Date: 12/15/2022

  Good afternoon, thank you for contacting us. 

  Due to the policy changes within the Inmate Care Package Program for *** DOCCS, we are no longer shipping incomplete orders. The current restrictions require that we ship complete orders to ensure the safety of the staff and recipient of the order. A few items in this order are currently on back-stock. As a result this order is "Awaiting Shipment". This information was communicated with **************** via phone several times. Although we understand that her order is important we must follow the policy of the *** DOCCS. In addition, due to the holiday volume we are moving slightly behind schedule, this information is clearly stated in several places within our online shop. Prior to checking out; you must acknowledge that you understand our shipping policy which is not limited to delays, and that you agree to such prior to placing your order.  We have a new date of 12.20.22 for when our next shipment of the **** Boots will arrive. ******************** boots are allocated for her order and the complete order will ship upon receipt. Just as her previous order she will receive tracking details once shipped and her order will remain in transit for no more than one business day.  Please let me know if you need any further information. 

   

  Happy ***************************************************************************** & Logistics 

• Initial Complaint

  Date:11/03/2022

  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 made a purchase with Wilson inmate package program on October 14, 2022 order number *******, I first called them on October 26, 2022 to check on the status of my order and didnt receive a call back. The following day October 27, 2022 I received a email from them notifying me of order status change, my order was shipped. Friday October 28th I received a email with tracking number from *** telling me that a label was created. I decided to call *** November 1,2022 and ask for an update of my shipping and I was told a label was created but, they never received the package from Wilson inmate program. I called the program and I was told due to high call volumes they wasnt able to connect me to the shipping department someone will call me back in 2-4 hours but I never received a call. The following day November 2nd I emailed them again notifying them I made previous attempts to contact them to get answers regarding my order and did not receive a email back. Today November 3rd I called once again trying to get a update of when my order will be shipped and was told once again they not able to connect me to the shipping department but he will forward my information. Everytime I call I get told the same thing and no real answer everytime I email I get no response back! Im very frustrated I just want my order to be shipped or my money back.

  Business Response

  Date: 11/10/2022

  Good morning, this order was shipped and received by the intended recipient. Please see tracking details here ******************.  We require all customers to review our shipping terms which are **** business days. When there are high volume delays our customers are notified via email and this information is list in 4 locations within our online shop. We require all customers to review our Shipping Policy prior to checking out. In addition they are to agree that they've read and agree to our Shipping terms. Our customer service has been transitioned to online correspondence to apply our resources to the more needed areas such as shipping, supply chain, and logistics.  Order notes per **** Delivered Monday, November 7th, 11:01am signed for by Officer **********

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair 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 made a purchase with Wilson inmate package program on September 19th order number *******, I first emailed them on September 26 to check on the status of my order and didnt receive a email back. The following day September 27 I received a email from them notifying me of order status change, my order was awaiting shipment. Friday September 30th I decided to call them and ask for an update of when will it be shipped out I was told due to high call volumes they wasnt able to connect me to the shipping department someone will call me back in 2-4 hours but I never received a call. The following day Saturday October 1st I emailed them again notifying them I made previous attempts to contact them to get answers regarding my order and did not receive a email back. Today October 3rd I called once again trying to get a update of when my order will be shipped and was told once again they not able to connect me to the shipping department but he will forward my information. Everytime I call I get told the same thing and no real answer everytime I email I get no response back! I ordered my package 2 weeks this is ridiculous I want my package or my money back! They have no customer service skills

  Customer Answer

  Date: 10/08/2022

  The issue has been resolved between me and the business 
  
  Sincerely,
  
  *****************************