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:12/26/2024

  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.

  I ordered Arctis Nova Pro Wireless Multi Gaming Headset fo* **** ****** **** **** *** - White through ******* from THIS seller. Everything else on the order was shipped by a different company and had no problems with being properly delivered. The item I mentioned above is the only item that was NOT delivered to me. I contacted UPS they said there is nothing they could do. I contacted ******* and they said I must contact the seller. I contacted the seller and it says they are unavailable. The delivery address is correct on my end but UPS said that it was a different address and a different receiver name to the tracking number under my order. At this point I would like a refund on this item also to include the shipping and taxes.

  

  Business Response

  Date: 01/02/2025

  Thank you for the opportunity to review BBB Complaint 22733712 and
  the purchase made by the buyer on *******.com referenced in ******* PO# 108935187860080
  / ******* Order# 200012659952289. SpaceBound is a seller on *******.com with
  the ******* Seller and Storefront name “DealClock”. Please see the additional
  details below for ********* Valenzuela’s experience:
  
  - As sellers on *******.com, DealClock strives to ensure the highest level of satisfaction to our customers and uphold the policies set form by *******.com.
  - In keeping with *******.com’s policy, our local phone number is available to all buyers on the *******.com site as is a link to contact our team directly through *******.
  - We have attached a screen shot of the ******* Website showing our contact details as a seller.

  - Because we closely monitor all of our orders, DealClock identified an isolated error within our tracking software and the ******* system.
  - Our teams reacted to quickly resolve the issue, notify the team at *******, and contact each customer that was impacted.
  - Please note, of the hundreds of ******* orders processed daily, this issue occurred only on three (3) orders, but that unfortunately included the purchase for ********* Valenzuela.
  
  - On 12/17/24, our team contacted ********* through *******.com’s approved Buyer-Seller Messaging to communicate the issue and offer assistance.
  - In that message, we reported to ********* that the UPS Tracking number she received through ******* was not valid for the shipment of her order.
  - Additionally, we confirmed that our team would reach back out with an update as soon as possible with updated details.
  - All messages sent and received through *******.com’s approved system are monitored and retained by *******, and we have included a screen shot of the message sent.   
  
  - Unfortunately, ********* did not respond back or contact our company in anyway.
  - Because we received notice of the BBB complaint, our team shifted from working with UPS to guarantee to the delivery of the order to recalling the shipment to our location.  
  - Once UPS has returned the shipment of tracking number ****************** to our location, the order will be processed for a full refund through *******.
  
  If you require additional
  details, please reach back out to our team. 

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  Ordered Jan 11 2023
  Order Order# **************** Cost 377.02
  Refuse to provide a second return shipping label and they will not allow me to return item to walmart.
  Seller also known as Dealclock, has refused twice to provide shipping label and I do not want the item and want a refund.

  

  Business Response

  Date: 02/07/2024

  Thank
  you for the opportunity to review this order and provide details about the experience.
  
  As
  a small female owned business selling in the Walmart.com marketplace, we work
  to provide buyers the lowest costs possible while upholding the standards and
  requirements of Walmart. Upon request of the return, an authorization and prepaid
  label was provided to the buyer. Because the buyer used the prepaid label to
  return an item that was not sold by our company, our team worked with the buyer
  to have the incorrect item returned to her. Because the buyer’s initial return
  request, authorization, and label were used, the ******* system is not able to
  provide or generate an additional authorization and label.  As a small business, we are not able to absorb
  additional losses to provide multiple return shipping labels for unwanted
  returns. Our team has provided the return shipping address (confirmed below) so
  that they buyer to send the item back for a refund.
  
  Please see the additional
  details about the order and communications below.
  
  ******* ****** ***************
  ******* *** ***************
  ******* **** ******************
  ******* ****** ********* ************
  
  01/08/24: The buyer purchased
  quantity of one (1) of the ***** ******** ***** **** ******* ***** **** model
  number ********. ******* processed the order with order number ***************.
   
  01/15/24: The buyer requested
  to return the item as unwanted in their account online. ******* provided the
  RMA number ****************** and a prepaid FedEx return label with tracking
  number ************.
  01/19/24: The return arrived
  at the seller’s location for processing where it was discovered the buyer used
  the ******* return authorization and prepaid FedEx label to ship back an item that
  was not shipped or sold by our company; a  ***** *** ***** *** *** ******* ***** ********* The buyer was contacted through ******* to report the issue and
  to provide to them the opportunity to return the correct item.
  01/19/24: The buyer responded
  back through ******* confirming that they did send ship back the wrong item,
  and our team began assisting the buyer with having the incorrect item shipped
  back to them. The buyer was also provided with details about returning the
  correct item for a refund.
  01/22/24: The incorrect item
  returned was shipped back to the buyer with UPS tracking number
  *******************
  
  *** ********
  ********* *******  
  **** *************
  *** *********** ***
  ********* ** *****

  Customer Answer

  Date: 02/07/2024

  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, details of the offer I reviewed appear below.
  
  
  I paid for the return of the wrong item so as a business, not small, since it was a mistake you should honor the request for a label or offer the option to drop off at Wal-Mart store like description says. An update to issue I returned the item back to ealmart store so I no longer need a return label I need a refund. 
  
  
  
  Regards,
  
  
  
  **** *********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 02/08/2024

  Thank you for reaching back out to us about this order.
  
  
  When the return was requested for the ******* Order Number
  **************, the ******* system provided RMA Number ****************** and a
  prepaid FedEx label with tracking number ************.
  
  Although an item that was not shipped or sold by our company
  was returned using the the authorization and prepaid label, the ******* system
  provided a full refund for the order.
  
  We provided details to the team at ******* about the issue
  with the return and the incorrect item being shipped back via UPS tracking
  number *******************
  
  
  At this time, ******* has not provided notification that a
  new return was made at a store location on online at Walmart.com.
  
  The correct item (quantity of one (1) of the ***** ******** ***** **** ******* ***** ***, model number ******** and Serial Number
  **************** back to the address provided below.
  
  
  RMA Address:
  ********* ******* 
  **** *************
  *** *********** ***
  ********* ** *****

  Customer Answer

  Date: 02/08/2024

  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, details of the offer I reviewed appear below.
  
  
  
  I dropped off the item at the local ******* store and requested a refund from Dealclock and they refuse. To bring matter to a close I want a full refund for the returned item. Its now the third party vendors issue to follow up with ******* to get their item back.
  
  
  
  Regards,
  
  
  
  **** *********