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:10/13/2022

  Type:Billing 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 9/17/22 I made a purchase at Apple City Wholesalers using a debit card. At the register, my card was swiped and the cashier told me she didn’t “think it went through” and to try swiping my card again. I told the cashier I wanted to be sure it didn’t go through because I didn’t want double charged. She again said she didn’t think it did because another screen should come up. I told her I want to be sure. She then asked for help from another employee who seemed unsure and also said she didn’t think it did. I told her I wanted tot be sure as well. She said no it didn’t and to swipe card again. After checking my bank account on 10/12, I discovered I was charged twice for this transaction which debited out of my account on 9/19. I immediately called the business and notified them of this. They took my name and number and an owner called me back at 1018 in 10/13. She took some information including purchase amount, date of sale and last 4 digits of the card used and said she would have to look into it. She called back and hour later to inform me that I was indeed charged twice and that I could come to the store to get my money back in cash or get an in store credit. I informed her that those options would not work for me as I live 2.5hrs from the store and that would be a 5hr round trip for me. She was not sympathetic in the least. I asked if they could mail me a check, no. I asked if they could mail me a money order, no. When asked why they could not it was simply, we don’t do that. They told me my only options to get my money back was to drive to the store and pick up cash or a store credit. I again said that is 5hrs round trip and she then said “I don’t know that you live 2.5hrs away” insinuating I was lying about that. She was very angry and frustrated with me because I told them that it was their error and they should be able to make it right by mailing a check or money order. Again, this was the female OWNER I was speaking with.

  Business Response

  Date: 10/17/2022

  The customers card was declined the first time and we waited to run it again. It then came up as error.  My mgr. waited a few more minutes and ran it a 3rd time and it worked.  When the cu received her bank statement it went through twice via ****** (payment processing company) and we found that to be true.  After 10 days you can not refund the card.  It's been 25 days when the customer called.  We offered an in store credit or cash back.  The customer refused, stating she lives two hours away.  This is our policy, instore credit or cash back no matter where you live and we do not do money orders.

  That offer still remains, if the customer would like come into the store, please ask to see the owner.  Please call the store first before coming back into the store so that a store owner is here to assist you on that day and time.    

  Thank you,

  Dave

  Customer Answer

  Date: 10/27/2022

  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.
  

  The business is requiring me to travel 2.5hrs each direction, for a total of 5hrs of travel time to receive refund for an error on THEIR part.   5hr travel time would require me to pay as much money in gasoline as the refund owed to me.  In a situation where the refund is due to an error on the retailers end, I do not find it to be unreasonable to request a check to be mailed for the refund amount. 

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

  Business Response

  Date: 11/07/2022

  Per phone call from Business:

  The customer disputed the charge with her credit card company and the customer now has her money back.

  Thank you,

  Dave

  Customer Answer

  Date: 11/17/2022

  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 received my money back via my payment processing company, not the business.
  
  
  Regards,
  
  
  
  ***** *******