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:12/28/2023

  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 purchased rack towers and a used Hullavator rack at ReRack on May 31, 2023 and had it installed for $394.94 charged to my Mastercard. The rack was faulty, and I returned it on June 4th after talking to Mgr. ************************* on the phone June 3rd. I was issued a refund receipt for $369.99 to my **** card. The $369.99 has not been refunded either to my **** nor to my Mastercard. After multiple attempts to reach ******************, I finally obtained an email address and notified her of the failed refund. She responded that her [unnamed] card processing company had processed the refund. I offered to show her all my statements showing it had not been refunded, she did not respond to that. I also told her that neither ****, Advantis CU, ************* nor Mastercard had any record of a refund transaction. ****************** has discontinued any further response to me. If her card processor made an error in transaction, it is her responsibility to get it corrected. I believe she should also pay me for the Certified Letter expense I had to pay in another attempt to recieve my refund, which is an additional $8.56.

  Business Response

  Date: 12/29/2023

  This customer has been provided the information multiple times regarding her refund that was distributed to her 06-06-23. The refund took place on 06-04-23, was batched out on 06-05-23 and dispensed 06-06-23. We cannot confirm what has taken place on her banks end, but there seemed to be a fair amount of confusion on what cards were used at the time of the original purchase and then for the refund. To clarify the confusion we re-shared the receipts with her showing the last 4 digits of the cards she provided to us. She had originally claimed that she checked her accounts, but it seemed she may not have been checking the correct accounts. We did not want her to feel as though she needed to share her banking statements with us, but have since offered to schedule a time with her to go over what she is comfortable with sharing. She has been provided every form of proof that the transaction was completed on our end. We have not requested that she provide proof that it was not completed on her end, nor have we made any claims that she could be falsely trying to get more money out of us despite her asking for us to write her a check. We just want to ensure that this situation is resolved and that we can help her out however we are able to. 

  Business Response

  Date: 12/29/2023

  None of the email information will be shared in this message as it contains private banking information related to the consumer as well as our merchant banking information. We are currently working with the consumer to set up a time this coming week to go over the documentation we have already provided to them confirming the transaction was processed on our end, as well as whatever banking statements the consumer feels comfortable sharing with us. As per our documentation the consumer made the original purchase via Mastercard and then completed the return utilizing a **** card. The refund took place on 06-04-23, was batch completed via our merchant services on 06-05-23, and processed for distribution to the consumer's **** on 06-06-23. The process shows completed on our end as of that 06-05-23 date and the funds had been removed from our account. At the time of the consumer reaching out, it had been over 5 months since that transaction took place. We have confirmed all information multiple times and have made all information available to the consumer.

  Customer Answer

  Date: 01/10/2024

  I met with ReRack in person and showed my **** statements did not show any refund.  I suggested they check with their card processor company and request proof that **** received a refund.  They did so, and found that their card processor had NOT processed the refund.  They have requested it be processed.  Please do not close this case until they complete the refund and I receive it.

  Thankyou.

  Customer Answer

  Date: 01/18/2024

  ReRack has sent me a check to refund me the money they owed.  They found that their credit card processor had not completed the refund transaction.  It is unfortunate that they did not track the error sooner.