Complaints

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• Initial Complaint

  Date:01/04/2025

  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.

  Purchased wire on 12/10/2024.
  Received email that it was shipped on 12/11/2024 2 day air with FedEx.
  FedEx miss delivered package and ignored signs to put it in a locked parcel container.
  
  Product comes up missing and I report this to fedex. Contacted *********** through email and got no reply until 12/19/2024 stating that I should do a charge back.
  
  Called to speak with a customer service representative and a disgruntled male answered the phone stating he knows my name, phone number, and address in a threatening way. Also said he had GPS on the package and he’s going to find it.
  
  Still waiting on him to find it.
  
  This was totally uncalled for.

  

  Business Response

  Date: 01/04/2025

  The customer advised us they were going to file a chargeback, and we agreed they should proceed with the chargeback. We consider the transaction complete, as they will be refunded through their chargeback.
  

  As for the phone interaction, we were forced to interrupt the customer several times as they were making false assertions about the facts at hand.
  

   

  Customer Answer

  Date: 01/04/2025

   I am rejecting this response because:
  
  
  I would like proof of false assertions about the facts at hand. 
  

  Vender would not respond to emails until threatened with a charge back. 
  

  Phone call was extremely unprofessional from the moment he started talking. Posted our interaction on Reddit and I’m not alone on this complaint.  

  

  Business Response

  Date: 01/07/2025

  You emailed and said you were going to file a chargeback if we did not respond. Knowing this was the quickest resolution for you, we did NOT respond.
  
  When you called in the following morning, we explained that the delivery photo also has the GPS coordinates for where it was taken and that FedEx could determine if the package had been delivered to the wrong location.
  
  You also conferred to us the situation with the parcel lockers is not what we would call good or even acceptable.
  
  At that point, we also said we had not been able to find out if the property management could tell us if the package tracking number had been logged into the parcel locker system.
  
  We then spoke with the property management, and they told us they had no way to find a specific package in the system by the tracking number.
  For us, this means we no longer want to ship to this location.
  Hopefully your upcoming housing transition finds you in a better situation.
   
  We then responded by email in agreement that filing a chargeback was the best way forward for you.
  
  You then went online to air your opinion on Reddit, that's okay, but not factually accurate.
  There is no argument, you said you were going to file the chargeback and didn't do it.
  We agreed that you should file the chargeback, and you didn't do it.
  That's on you.
  
  We have issued a refund for the transaction.
  

  Customer Answer

  Date: 01/07/2025

  Answer is unacceptable. They indeed shipped to my location on a second order and the delivery was successful. 
  

  FedEx requested that I contact seller about the initial order. Seller ignored all emails until I mention a chargeback and then continued to ignore communication. 
  

  Their own screen shot shows how many times I tried to contact them to resolve this issue in a civilized manner. 
  

  Ignoring the problem and making accusatory remarks over the phone is not a proper resolution. 

  Customer Answer

  Date: 01/08/2025

  I did a chargeback on 1/4/2025. 
  

  Business did not refund my purchase.
  

  Tried to resolve this in a calm and civil manner and they’ve contradicted themselves in their replies. 
  

  I don’t want them to think it’s okay to treat customers this way and I’d like to continue to file my complaint. 

   

  

  Business Response

  Date: 01/09/2025

  Please find the attached receipt for the refund transaction.

  Customer Answer

  Date: 01/09/2025

   I am rejecting this response because:
  
  
  Seller refunded purchase on 1/8/2025 19:53 after ignoring multiple points of contact. I reversed the chargeback. 

  This doesn’t dismiss the way they do business. I still request proof of false assertions. 
  
  Vender would not respond to emails until threatened with a charge back and treated me like I had something to do with the missing package. I’m a customer,  not a criminal. 

  Reasonable and timely responses only came through the BBB portal. 

  I followed FedEx protocol only to be ignored and eventually mistreated on the phone. 
  

  This isn’t about money. It’s about common decency and mutual respect.