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:07/18/2024

  Type:Service or Repair 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.

   
  Complaint: 22009435
  
  I am rejecting this response because:
  I did not message with the business, Aosome, but instead only spoke via phone call. Im assuming that the phone call was recorded and my number is **************. Im sure this can be located and it can be proven that Aosome refused to offer any resolution unless I sent the product back which was impossible because it weighed hundreds of pounds and was broken. There is no way a single person can pack up something like that and send it back. Its unbelievable to be expected to do that. The representative said there was nothing she could do unless I sent it back. She refused to let me speak to anyone else at the company. Its unbelievable that they say that I didnt respond to them. Im very unsatisfied with this response. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 08/08/2024

  Hello, 

  After hearing back from our ************** they said that communication between the customer and us ended on 6/27/2024 with our last messages not receiving a response so we could move forward with a resolution. Due to the time that has expired now, we have requested from ****** to refund the order. We do not have the ability to do it ourselves as we can in other marketplaces, so we need to await Target's response in the affirmative. If they deny it, our only other recourse will be a full replacement. 

  Thank you

  

  Business Response

  Date: 08/22/2024

  Hello, 

  As previously mentioned, we reached out to Target requesting they refund the customer without they needing to return it (please see attached screen shot). If the customer is stating they have not been refunded, then please let us know and we will reach back out to Target with a screen shot of the customer saying they have not been refunded yet, 

  Thank you

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22009435
  
  I am rejecting this response because:
  I appreciate the apparent effort to resolve this. However, I have checked the target app and it does not say refunded. I have also checked my credit card activity and there is no refund on that either. When could I expect this refund? Its been fifteen days according to the screenshot from Target attached to this message. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/04/2024

  Hello,

  We have re-opened the Target case and supplied a screen shot of ******** rejection stating she has not been refunded. We have asked them to verify to us if she has truly been refunded. I'll update once we receive a response.

  Thank you

  

  Business Response

  Date: 09/05/2024

  Hi ******,

  Regarding the complaint, I had responded yesterday stating I had re-opened a case with Target. They replied and their response is attached, but I can't add to the BBB complaint. ****** is a marketplace where they handle all CS-related issues and sellers have to follow what they say as opposed to ******, ******* and others, where sellers have more control over CS-related issues.

  Please let me know if there is anything else I need to do.

  Thank you,

  **** *******

  Customer Service Manager | **********************

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22009435
  
  I am rejecting this response because:

  I have attached a screenshot of my payments and refunds from my credit card to/from ******. I have not received a refund from ****** for this order still. This does not seem like something that should take weeks. The original order can be seen on the screenshot on 05/01/24 for $561. I do not have any refunds on my card for this purchase. Im not sure what is going on, but something seems fishy. Please let me know if there is something I can do to help speed this process along. 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22009435
  
  I am rejecting this response because:
    How come the last three messages from this business said that I was getting a refund and it should be delivered anytime. Now, suddenly, I am not getting a refund at all. ****** gave me a ten dollar giftcard for my trouble. Hardly sufficient. I cannot physically return the product. Of course I would return it if possible. Its massive and broken. It was shipped by a freight carrier. How am I supposed to pack it up in my car???? I would be perfectly happy with a partial refund from this business. As far as the suggestion of speaking with a manager at ******, I tried to escalate it and I was told by the customer support person that she didnt have a manager. I asked several times to speak with someone else and she refused to transfer me. I would be delighted to get a partial refund from Aosome and put this all behind us. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/19/2024

  An update to this case since my last response...

  I reached out through another avenue to Target, letting them know all that had happened, as well as both cases I had submitted to try and get this resolved. They replied back to me saying, they have submitted a manual refund, and the customer should see the credit back in 7-10 days. Please see the attached email screen shot. 

  Thank you,

  **** *******

  Customer Service Manager | **********************

  

  Business Response

  Date: 09/17/2024

  Hello, 

  I'm not sure if the attached screenshot from the Target case was read completely, so I'll include the message quoted below...

  -----------------------------------------------------------------------------------------------------------
  
  Thank you for reaching out regarding this guest order and refund request. Our guest services team decided not to refund in full because of previous contacts with the guest we advised to return the product and they chose not to. The guest has received a smaller reimbursement gift card from Target at our expense.

  If you need anything else let us know. 

  Thanks, 

  ******* ....

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

  -----------------------------------------------------------------------------------------------------------

  That was what we received from ****** about this case. I don't know if this would work, but you might try reaching back out to them and escalate to a supervisor.

  Thank you

• Initial Complaint

  Date:07/17/2024

  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.

   
  Complaint: 22003021
  
  I am rejecting this response because:
  This company as attached originally was offering me a replacement. Temu provided 116$ credit ON THEIR PLATFORM and didn't credit my 90% off coupon. This item is now listed for 7 times that amount. Also the fact is. This is shipped DIRECTLY from these guys. Not temu. These guys have a B2B online shop ON temu.  As well as a manufacturer warranty... Believe it or not consumers get extremely frustrated when they are scammed and then refunded credit**. Again offer was made. These guys are selling through their b2b temu shop on temu platform. And manufacturer warranty. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/31/2024

  Hello,
  
  After checking with our customer service department, I was told this order was through the **** marketplace. It was their customer service department who initially was going to charge them for the return of the damaged product. We stepped in and had the order refunded without the return of the product to help streamline the process.
  
  I have attached a screenshot from our side of the **** marketplace showing this order has been refunded already. The amount the customer is stating is incorrect. We only received funds for the item, which ended up being $116.61. Any other value would need to be handled by ****. *** also attached a screen shot of part of the conversation thread between the customer and us showing his abusive language.
  
  Thank you

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair 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 saw that the company asked for an Amazon order number for our purchase pertaining to the complaint I opened but i was unable to access the information on vacation and update the claim. The Amazon order number is 112-9302280-6105007. The order number was listed in the original the complaint but it was under my husband's name- *********************. My BBB reference number is ********. I would appreciate it if the claim was re-opened so it could be resolved.are about my issue because it was outside of the one year **** is disheartening, as someone who works in customer service myself.

  

  Business Response

  Date: 07/11/2024

  Hello,

  After searching for an order by the customer's name given in the complaint, I was given 8 orders going back to 2018, but none of those orders were for an A/C unit. If we could get the Amazon order#, I can have this looked into.

  Thank you

  

  Business Response

  Date: 07/29/2024

  Hello, 

  After contacting our customer service, they informed me this unit is sold out, so a replacement is currently unavailable and due to it being a seasonal item, it is more expedient to process a refund. They have processed this from our side in the Amazon marketplace. Please allow 2-5 days for the funds to show back to their Amazon account. 
  
  Thank you

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair 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.

  As promised, the tracking number is FE ************ and should be viewable on fedex.com by tonight or tomorrow morning. 

  Thank you,

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

  

  Business Response

  Date: 08/01/2024

  I reached out again to get information on this order. I was told we were unable to find it. We did finally find it... it was under a different name than she gave in the complaint; ******************************* not *****************************. We do not have the ability to refund an order in Target like we can in *************** or ***** so we are sending out a replacement. This will ship tomorrow and I can update the complaint in the portal with the tracking number once it ships. 

  Now that many marketplaces use masked emails instead of the customer's actual email, and that sometimes people do not give their name as it was exactly in an order, it would be very beneficial if marketplace/store where purchased and order # were mandatory fields for customers to fill-in when filing a complaint. Is this possible?

  Thank you,

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

  Customer Service Manager | **********************

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

  

  Business Response

  Date: 08/02/2024

  As promised, the tracking number is FE ************ and should be viewable on fedex.com by tonight or tomorrow morning. 

  Thank you,

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

• Initial Complaint

  Date:06/29/2024

  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 placed an order on February 5th, 2024 through Amazon, order number 114-5409157-8667435 for a Pawhut Raised Pet Feeding Storage Station with 2 Stainless Steel bowls for *****, with tax ******. This was delivered on February 10, 2024 and promptly put together for use. This was used by 1 dog, indoors for water and dry kibble only. I never used the storage container.I am beyond concerned to have discovered in the course of 4 months the amount of mold growth that has occured. Upon finding the reviews on their Amazon page for this item, I have since discovered many other similar reviews and complaints about mold. This item has zero sealant, lamination or any type of protective coat used for the intended purpose of an animal drinking and eating off this. They are purposefully selling defective products and misleading consumers.Aosom/ Pawhut is very aware of these complaints and has done nothing to rectify this product and continues to sell this on various platforms. I want an immediate refund regardless of Amazon's return policy and think this company should be investigated due to the dangerous nature of these products. I contacted the company via Amazon and spoke with "*****" who refused any type of refund or warranty.

  

  Business Response

  Date: 07/10/2024

  Hello, 

  After looking into this with our customer service department, I was told this case was already taken care of by a different rep and refunded. According to our side in the Amazon marketplace, they released the funds back to the buyer on 7/1/2024. 

  Because of the mold that grew in the bowl with water, I believe this can happen naturally. I looked online with an AI search and received the following information...
  
  You
  Sent by you:
  Can stainless steel items grow mold from having water in them?
  

  Copilot
  Sent by Copilot:
  Certainly! While stainless steel itself is not porous and doesnt naturally support mold growth, water can still create conditions for mold to thrive. Heres how it happens:
  Surface Contaminants: If theres any organic material (like food residue or dirt) on the stainless steel surface, water can provide a moist environment for mold spores to settle and grow.
  Condensation: When stainless steel items are exposed to temperature changes (e.g., cold water or beverages), condensation can form. If this moisture isnt wiped away promptly, it can lead to mold growth.
  Humidity: High humidity levels in the surrounding environment can contribute to mold growth. If your stainless steel items are in a consistently humid area, mold may develop.
  Stagnant Water: Items like water bottles or containers left with stagnant water can become breeding grounds for mold. Make sure to clean and dry them thoroughly.
  To prevent mold on stainless steel:
  Regularly clean surfaces.
  Dry items promptly.
  Keep humidity levels in check.
  Remember, mold can be harmful, so its essential to maintain cleanliness and prevent moisture buildup!
  
  So, it is a good practice to rinse out and wash animal water (and food) bowls regularly, because of the bacteria and food that is in the animal's saliva can begin to grow. Those who do this regularly know this to be true as they find a slimy film that appears on the bottow and walls of bowls.

  Thank you

• Initial Complaint

  Date:06/13/2024

  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 purchased a kitchen island on 6/3/2024 was informed it would be delivered by 6/10/2024. I originally purchased through my local Target in **************. I've contacted both parties and told they don't know where the item is at. They took my money immediately I have fed ex # of #************ . Third party AoSom is to deliver it with item # An item from order #*************** . Their contact is ***** S.W. Kingsmen Rd. *********** OR ***** Phone: ************.I would like the item here today or a refund of the amount I paid. Thank you so much for your assistance

  

  Business Response

  Date: 06/17/2024

  Hello,

  We are sorry to hear you have not received your order. Upon checking, the package still has not been scanned into the system, so we will consider it lost in transit. We have reshipped a replacement via ****** tracking# 776872621890. It has been scanned into the system and shows an ETA of Friday 6/21/2024. 

  Thank you

• Initial Complaint

  Date:04/26/2024

  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.

  This has been going on only since Sunday nite, 04/21/2024; I have tried 3 separate times to purchase an industrial sized mop bucket. I saw it advertised online for $99.99 ,free shipping and tax only $8 and change. I entered all their required information only to see it was "cancelled", as was the 2nd one and the 3time this morning , 04/26/2024. Each attempt followed by a phone call hoping for a reason this was occurring. I spoke with some woman, 2nd and 3rd time I spoke to *****. She explained it was my bank as ***** did the second time followed by suggesting to me to check with ******** Amazon or Lowes and ***** I did but the buckets they handled wasnt: 1) as what the same quality as I thought was in AOSOM's picture and, 2) not near as expensive! after the 3rd attempt its order showed my account number and a timer that was counting down on my "NotPaid" status so I called again and there was no answer. My bank again repeated to me that my account had plenty of money in it and to call again. I decided Id had enough and sent them an email that I would report this "BATE and SWITCH" scam they was running (in my opinion), was going to be reported to the BBB. I see that this will be their 14th complaint and I noticed their low rating, also. I doubt they care. I would not settle for anything less than a great big,fat, black-eye that was unable to hide from the public and even if they was put out of business as folks like these give honest, hard- working, online companies bad names. I also hope this isnt a waste of my time as I think highly of my time , Aosom,( pronounced Awesome, and they arent!) could care less and it shows in their excuses and blame-throwing !! I thank the BBB for allowing me the space to blow my whistle! now this ball is in the BBB's hands. *******************

  

  Business Response

  Date: 04/29/2024

  Hi BBB,

  Regarding this complaint, we use a 3rd party anti-fraud company that checks and verifies information given at the time of purchase, name, address, phone number, email address, against the credit card.This person was declined by this system. When a transaction is declined, it automatically voids the order started on our website and does not send it over to our warehouse management software to fulfill, because it hasnt been paid for.

  I dont know if this person is legitimate or not and is trying to find out the specifics of why they were declined (which dont get shared), so they can try to work around it. We (and most companies) run into credit card scammers daily and have to rely on these 3rd party anti-fraud companies to keep us safe from losses.

  Whatever item she was trying to purchase, was more than likely purchased by many people that day or around that time. It was recommended to purchase on those other websites, because they have our products also, so if she had made purchases on those sites before, it is possible she may have been able to do so again for this item.

  I wanted to give you this information as a more detailed reason for this situation, since I am only going to reply to the complaint in a very short and concise manner. On a side note, she stated we have a low rating on BBB, yet last time I checked we were at an A+ rating. This complaint appears more to be an attempt to coerce a purchase from us and bypass our anti-fraud security company. We will not be allowing this purchase.

  Thank you.

  

  Business Response

  Date: 04/29/2024

  Hello, 

  After checking with our accounting department about this purchase request, I was informed that the purchase attempt was declined by our 3rd party anit-fraud company. When this happens, the attempted order is automatically voided and not sent onto our order fulfillment software. 

  The other websites we had mentioned, also carry our products, so it was possible to buy the same item on their website if you already had a history of purchases with them.

  We're sorry for the inconvenience. 

• Initial Complaint

  Date:04/25/2024

  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.

  Asked for an owners manual for HOMCOM lift chai/ recliner. Was told I would have to pay $5 for it. Then charged $46 ("refundable" they say -- lots of luck). I want an owners manual so I can strip this HUGE chair down to it's basics.

  

  Business Response

  Date: 05/01/2024

  Hello, 

  After reaching out to our customer service department, they informed us the original message from the customer was actually from 2023 where they only messaged in one word (see attached). Until this complaint, we did not know the customer needed a copy of the manual for the chair they had bought back then. Our CS department has now sent a copy of the manual. 

  Regarding a $5 charge for the manual and a $46 charge. We do not nor have never charged for a manual. We also have no mechanism to charge a customer for anything except when they place an order on our website for new products. 

  Thank you

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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 bought an Outsunny 10' x 6' walk in greenhouse through Bed *************** Two pieces of support for the roof system and several bolts were missing. This was the last two roof pieces to be installed. the last of 4 pieces of completion. After contacting them they said they could not get any parts but i could send it back for a refund. the greehouse which is not feasible at this point. it is installed and needed many extra supports to make it sturdy. ie 4x4s. I also contacted Aosom and they said they cannot get parts for this product either. There is no way that i have found to contact the manufacturing facility that I can find.

  

  Business Response

  Date: 04/23/2024

  Hello,

  I contacted our customer service department and they let me know they had placed a replacement order, which should be shipping by tomorrow. 

  Thank you

   

• Initial Complaint

  Date:04/13/2024

  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.

   
  Complaint: 21570336
  
  I am rejecting this response because: I have submitted photos already. *** already started taking it apart to junk it, the photos clearly show that the poles are bent and damaged. Again,  the product came in damaged and I already had to spend money to replace that, only for it to fall apart days later. 
  
  Sincerely,
  
  H ******

  Customer Answer

  Date: 04/22/2024

  attached photos here that was sent to company originally 

  Customer Answer

  Date: 04/22/2024

  attached photos here that was sent to company originally 

  

  Business Response

  Date: 04/16/2024

  Hello, 

  I've reached out to our customer service department requesting information and photos submitted by the customer. They confirmed the same situation the customer explained, but said they received no photos from the customer showing the collapsed and damaged kennel. This is the reason they had requested a return of the kennel to refund the order. 
  
  If possible, if photos can be submitted either through the email thread or here, showing the kennel is collapsed and unusable, we can re-evaluate if the return is necessary. 

  Thank you

  

  Business Response

  Date: 05/03/2024

  Hello, 

  I was informed by our customer service department that the order was refunded on 4/24/2024.

  Thank you