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:07/15/2024

  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.

  On July 4, 2024 I contacted *********** shop customer support for informational assistance on a slow cooker product. My questions were "(1) Where is the product manufactured? (2) What country?" There response was that the slow cooker is designed and produced in the USA. However, the produced is made in CHINA. There response is willfully dishonest, and unacceptable customer service. Therefore, this unsatisfactory response requires an immediate total refund of $78.19. Note: I have several email correspondence for your review. I will need and email address so I can send them to you. Thank You.

  Business Response

  Date: 07/16/2024

  H* *******, 

   

  We are sorry that you received the incorrect information regarding the item that you purchased and certainly understand the frustration.  We are including a return shipping label for you to return your item back to us at no charge for a full refund.  In the meantime, we have gone ahead and refunded your shipping so that once we receive your item back, the remaining can be refunded.  You can access your shipping label here :

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

  Or we have attached the PDF to this complaint response.  

  If you have any questions or additional concerns, please feel free to reach out to our customer support team.  We apologize once again that you were provided incorrect information.

  Customer Answer

  Date: 07/16/2024

  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, reasons for rejection are included below.
  

  "The Business response does not demonstrate Good Faith in clearly ensuring that I will be provided with a Total Refund of $78.19.  The willful dishonest responses from their representative at ************ shop created this whole issue. The customer should not suffer and be made whole for this unacceptable customer service. 
  

  Regards,
  
  ******* ****
  

  Business Response

  Date: 07/16/2024

  H* ******* - 

   

  We have already issued a refund for your shipping.  We are happy to provide a full refund upon returning the product back to us.  We are unable to refund back for the product before this item has been returned.  We apologize for this inconvenience and appreciate your quick response.  Once we see that you have submitted this item back to us, we will go ahead and issue the refund immediately back to the original method of payment.

  Customer Answer

  Date: 07/16/2024

  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, reasons for rejection are included below.
  

  Note: My credit card was charged a total of $78.19, and it appears that the business will issue a refund of $22.31. "Upon the item being returned I want the company to provide me with a written guarantee that I will be refunded an additional $55.88. Not Less!

  "Please confirm this $55.88 Refund guarantee."  
  Regards,
  
  ******* ****
  

  Business Response

  Date: 07/17/2024

  H* ******* - 

   

  Once we have confirmed that you have sent back your purchase, you will be issued a refund for the remaining amount.  The amount returned was the amount of Shipping that you paid for your order. The remaining is for the actual item. Unfortunately, we can not issue you a refund for the item until we have confirmed you have returned this item.

• Initial Complaint

  Date:06/25/2024

  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.

  Originally placed an order for two items on June 3rd, 2024. One of these items was a framed picture that cost over $77 before tax and shipping. It was delivered June 7th, and the photo in the frame had a big mar in the middle of it that looked like someone had dropped the frame on the photo before proceeding to frame the photo and send it out. I took photos and contacted customer support. I offered to send the item back for a replacement, but they were just going to send me a new one. Sounded fine to me, but they stated multiple times in their email I’d receive follow-up info with tracking, etc. after a week went by I hadn’t hear anything I emailed them again, only to have them tell me the reshipment had been unable to be delivered due to insufficient address. At this point they offer a second reshipment or a refund. I stupidly asked for another reshipment as I really wanted this photo meant to be displayed without a glaring defect. I inquired about tracking 5 days ago and still have no response.

  Business Response

  Date: 06/25/2024

  Hi ****** - 

  We are so sorry this happened.  We are requesting another shipment to be sent to you (please let us know if you want us to change the address this is sent to).  We have also gone ahead and refunded the full amount of shipping as a result of this issue.  We sincerely apologize for this inconvenience and appreciate that you have reached ou to us to provide an opportunity to correct this.

  If the second replacement shipment does not work, please reach out to our customer service team with the BBB number and request a refund for this item so that we can quickly get you a refund. 

  Please allow 5-7 business days for the reshipment and 5-7 business days for the refund of the shipping charges.
  

  Customer Answer

  Date: 06/25/2024

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:12/11/2023

  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 - 6/20/23 amount of money - 98.48 what the business committed to provide you - refund nature of dispute - refund needed whether or not business has tried to resolve problem - no order number - ******* return tracking number - ********************** Order arrived late, was supposed to be Father's Day gift. Item was advertised as such as well. Item arrived after Father's day. Refused delivery of package, received tracking number back to original address. Sent tracking number to support department. Received nothing. No human communication period. I communicated that I would be satisfied with an account credit as well, still no human communication.

  Business Response

  Date: 07/19/2024

  
  
  The refund was processed on 1/31/24 via ****** to ********************* in the amount of 98.48.  I am enclosing a snippet from the ****** reimbursement:
  
  Thanks

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  

  They did refund my money, but did not notify me of any action that was taken.
  

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:07/05/2023

  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 for two items i have yet to receive them this is a fraudulent business. I never received what I paid for. Very horrible customer service they don’t answer emails. ORDER *********

  Business Response

  Date: 07/07/2023

  Hi - 

  
  We are sorry to hear that you did not receive your order.  We are showing both items were shipped out and delivered to the address on your order. The first one, a black graphic desk mat was delivered on 5/23/23 at 2:56 pm EST to the address on the order under DSL tracking info ********************************************.  The second item, a set of Halo 20th Anniversary Playing Cards was delivered on 5/18/23 via USPS tracking ************************************.  this was delivered to the address on the order at 3:41 pm EST.

  As a courtesy, we have refunded your order in full and apologize that you did not receive the order that was delivered to you.

  That refund notification should have been received on 7/7/23 with a full refund notification.
  

• Initial Complaint

  Date:06/28/2023

  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.

  Hello, On Father's day June 18, 2023 I bought a Motortrend + gift subscription which is a video streaming service. I had to enter my information as well as the information and email for the gift subscription recipient. I got an order confirmation email, but the gift subscription recipient did not get an email. They checked their inbox, junk, and deleted emails. I then contacted the motortrend store for help and they gave vague responses saying they needed to research further and no other solution. They were not getting back to me promptly and/or not at all, so I had to email back and got the same response saying that they needed to research further. This had gotten frustrating as the money had already been taken out of my account but still had not been able to use the service. Since the store support wasn't helpful, I then contacted the email for the regular motortrend site and got a better response saying that they would send the gift subscription email to the recipient within 48 hours. Great. That was on June 23, 2023 and as of today June 28, 2023 the gift subscription recipient has still not received an email to redeem their gift subscription. Yesterday, June 27 I reached back out to the regular Motortrend email that gave me a better response than their store customer service did and have not received a response. It has been just under 24 hours. It is now June 28, 2023 (10 days since original purchase) and have not been able to use the service. Motortrend does not seem to have any sense of urgency in helping find a solution. Please help. If they can't send the email to the gift subscription recipient to redeem their gift subscription then I would like a full refund immediately. If they are able to send the email for the recipient to redeem, does the 1 year subscription start when they redeem it? Or does it start when I purchased the gift subscription? If it starts on the purchase date, there should be a refund. Thank you.

  Business Response

  Date: 07/14/2023

  Hi ****** - 

  Thank you for reaching out to us regarding your concern.  We communicated with you regarding this issue and resent out the email containing the subscription code to the email address provided for the recipient of the gift subscription. We apologize that it was not received initially.  We did confirm as well that the recipient received their gift subscription and the code included is an active/valid code to use. 
  

  We are following up directly with MotorTrend regarding the length of the subscription and the code information and will communicate with you regarding the start/end of the subscription in your original ticket submitted through our help center.  

  We appreciate your patience and apologize again for any delay in response.  Please let us know if you have any questions at all.
  

  Customer Answer

  Date: 07/17/2023

  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. 

  However, this is the worst customer service I have ever experienced, and I hope Motortrend makes serious improvements.  More specifically, having agents that put forth the effort in helping instead of scripted email responses, adding the ability to contact someone via phone so issues are resolved quicker, and having agents available in the chat instead of automated responses that are useless.  The issue was finally resolved just under a month since purchase date and could have been resolved much quicker if said suggestions were in place. 

  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:01/18/2023

  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.

  On 1/10/23 I purchased one ***** ****** blanket from *********** TV Shop for $77.12. It was supposed to be delivered by UPS carrier, tracking # ****************** to my **** ****** ***** *** ******* ** ***** residence on 1/13/23. However, I never received this package from UPS, I have sent 4 email messages informing the *********** tv shop that I have not received my order! I was assigned case ticket numbers (*****, *****, *****, *****) but no responses have been received to date. This is unacceptable customer service.

  Business Response

  Date: 01/19/2023

  Hi *******, 

   

  We are so sorry to hear that you have not received your order.  We are showing that your order that was placed on 1/10/23 was delivered via UPS to a UPS access point at the following location:

   

  Pickup details
  *** ***** **** * **** * ******** **** * ******* ** * ***** * **

   

  This information is listed in your tracking link here:  ***********************************************

   

  We did receive your several emails, including the one where you referenced that it was UPS that stole your package and not a failure of our business to send out your product. We are happy to issue you a refund, though we recommend first reaching out to the UPS picking up point to retrieve your order as well. We apologize that you did not receive your order through UPS and appreciate your patience.

  Customer Answer

  Date: 01/19/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ******* ****

  I've ordered several items from *********** shop, and they were delivered to my address by UPS without any problems. However, this order was delivered to an address Not Authorized by me. I am a disabled American veteran and I do not want to have to travel to a UPS location. This is clearly the willful failure of UPS to properly deliver this package to me. 

  Therefore, I'm requesting an immediate $77.12 Total Refund in good faith.

  Respectfully, ******* ****

  Business Response

  Date: 01/21/2023

  Hello *******, 

   

  As a courtesy, we are going to refund this order with the understanding that the fault of the delivery is not on our company, but rather is on UPS not delivering this order to you.

  Customer Answer

  Date: 01/25/2023

  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. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  Date:01/12/2023

  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.

  On dec 30, 2022 I purchased, a ********, yellow stone vest from the *********** TV shop. I paid for expedited shipping. I have contacted this company many times about where my item is, they will not respond. I would like to have the item or a refund immediately. My order number is ********.

  Business Response

  Date: 01/13/2023

  Hi *** - 

   

  We reached out to you through our customer support to confirm your order and expected shipment date and offered to cancel your order if you did not want to wait for your order to complete processing prior to shipping.  We also provided the following information:

  The expedited shipping that you selected does not speed up the processing time for the vendor, but it does speed up the shipping time once the vendor has completed the processing of your order.

  Once we have a response from you, we can reach out to our vendor to cancel and refund your order, or see if they are able to expedite the processing for you as a courtesy.
  

  Customer Answer

  Date: 01/13/2023

  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. 
  
  Regards,
  
  *** ******
  

• 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 placed a preorder for 2 ***** **** **** **** figures from the startrek.com store. I have asked the retailer several times to please cancel the order and refund my money. The retailer states that are unwilling to do so. I have not received the preorder item and I would like to cancel my order and be refunded the full amount of $44.52. Order # is ******* Placed on 7/6/22

  Business Response

  Date: 12/27/2022

  Good Morning!

   

  When this item was purchased, the product page specifically stated the following:

   

  Return Policy: Due to the nature of this special presale event, all sales are final. Payment will be collected at the time of your presale purchase, and returns or cancellations are not permitted. 

  In addition, we have also provided the following information and FAQ on the product page directly:

  Customers may purchase up to 3 units per order of this item.
  

  All sales are final on this exclusive figure.  No returns and no cancellations.
  Please see our special Funko exclusive FAQ for more details on this exclusive presale.

  
  The presale date for this item was listed as the following on this page:

  Product Details
  

  The expected ship date of this Funko exclusive figure is February 28, 2023.

  All of this information was provided on this page which was available before this item was even ordered:  *****************************************************************************************************************************

   

  As a one time courtesy, we have canceled and sent you a refund for this order. Please be sure you are reading all ordering information prior to placing an order to avoid future issues when placing an order for a final sale item.

  Customer Answer

  Date: 12/27/2022

  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. 
  
  Regards,
  
  *** ******
  

• Initial Complaint

  Date:12/14/2022

  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 ordered some merchandise from the ***** **** Shop, but it was incorrectly labeled and never delivered. I have requested a refund and the vendor has refused to issue a refund.

  Business Response

  Date: 12/27/2022

  Hi - 

  
  This customer was advised on multiple occasions that when a Chargeback is submitted to their bank, we are unable to process a refund back to their original method of payment until the chargeback is resolved, which can take up to 75 days.

   

  On 12/12/2022 we advised the customer that their order was likely lost in transit and we were happy to issue a refund or a replacement.  The customer did not respond to us.

   

  We are happy to provide a refund for the missing items! In order to do that, we need there to not be a chargeback open on the account as it locks any refunds or replacements.

   

   

  Customer Answer

  Date: 12/28/2022

  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, reasons for rejection are included below.

  
  

  I only created a chargeback after the business refused to refund my order. They claimed my order had been delivered when it clearly had not. This claim was made by the business on 12/14 and led to the chargeback as they refused to confirm a refund for me. In order to close the complaint, I want confirmation that the business will refund my money after the chargeback is resolved. 
  
  Regards,
  
  *** *********
  

  Business Response

  Date: 01/13/2023

  Hi ***, 

   

  Thank you for your patience. We are showing that the Chargeback has been resolved on our end.

  Customer Answer

  Date: 01/20/2023

  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. Thank you so much for your help holding Snow Commerce accountable!
  
  Regards,
  
  *** *********
  

• Initial Complaint

  Date:10/11/2022

  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.

  On August 30, 2022 I placed an order for part of a birthday gift for my mother. Weeks went by without any notification of the item having been shipped. I sent several emails that went unanswered. I contacted my mother to inquire if she received her item and she informed me that nothing had arrived. I filed a claim through ****** which Snow Commerce did respond to saying the item was shipped and received that day. I continued to email Snow Commerce directly with still no response. I requested through ****** that either a new item be sent to my home address so I could deliver the item personally or get a full refund. Upon checking for a response, Snow Commerce agreed to either solution but then my case was automatically closed through ******. At this point, I simply want a refund for the full purchase price of the item and forget this transaction with horrible customer communications ever took place.

  Business Response

  Date: 10/14/2022

  Hi *****, 

   

  We apologize that you did not receive the response that you had hoped for.  We are showing that there was several conversations both through chat and email that happened:

  September 18th, 2022 - Initial email requesting a replacement or a refund.

  September 18th, 2022 - Response providing tracking information as this item was in transit.

  September20th, 2022 - Incoming email indicating that no confirmation had been sent or tracking information- tracking info or refund requested.

  September 20th, 2022 - Response back providing order status and tracking information.

  October 7, 2022 - Follow up on request indicating that order was not received at the address provided.  Requesting another order or refund.

  October 8, 2022 - a replacement order was offered with no response.

   

  9/21/2022- ****** dispute filed

  9/29 - Response via ****** providing tracking information and shipping information

  10/8 - Response from husband asking for a refund or a replacement.

  10/11 - Response provided via ****** as we had not received any response from customer or husband confirming an updated address for a replacement - this was requested multiple times with no response.

  ****** closed the case due to no response from the customer.

   

  Per tracking information, this item was delivered 9/21 to ********* **.

   

  We have issued a refund in full for this order as of 10/14/22 in the amount of 34.46
  

   

  Customer Answer

  Date: 10/14/2022

  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. 
  
  Regards,
  
  ***** *******