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:12/27/2022

  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 12/7/2022 I placed an online order for a fly tying device as a Christmas gift and Ron called and said that the online order would not process and he needed to process it over the phone and I was then charged 3 times for the purchase. I will include the screen shot form my cured it card account. Once on 12/8/22 & twice on 12/15/22. Ron called me from this phone number ###-###-#### and I see the number on the website is different than the one he used to contact me.

  Business Response

  Date: 01/09/2023

  We sent an email response along with 'hard copy' in the mail on 1/5/23.  Refunds were given prior to the complaint.  We also did try to speak on the phone or visit in person early last week.  Please let me know what else is required.  Thanks.

  Business Response

  Date: 01/13/2023

  Early morning on 12/2/2022, our web store and shopping cart were credit card ‘blasted’, which means someone was likely trying out ‘illegally gotten’ credit cards.  In fact, we were hit 4,000 times in 2 hours.  Fortunately, our Risk management ‘temporarily’ shut down our ability to process credit cards.  Unfortunately, restarting the service has caused duplicate charges on some of the orders received in the first half of December.  Please know that we are constantly working through correcting all errors and making any refunds necessary.  As always, we (Ron, Eric & Terry) take FULL responsibility for making ‘good’ on all of it.  I, Ron, have set up an email address for problems related to recent activity and as owner, I will :  ****@********.com.
  
   
  
  Ms. *******’s dissatisfaction is understandable.  Ms. ******* is correct that I called her to reenter the credit card information.  Our POP (point of purchase) system showed that the credit card was incorrect or insufficient info, so I did want to reenter.  What we didn’t know was that while we showed no transaction on our system, monies were being collected by our merchant bank, *********.net.  We are still uncovering some problems and address those associated with similar errors many times each day.  (For the record, *********.net and our processor, Heartland Financial, have not been able to fix the problems they created so I must constantly check for problems.
  
   
  
  Bottom line for us at Hook & Hackle is that when we find a problem, we fix it.  For instance, the attachment shows that the refunds were issued as soon as we were made aware.  In Ms. *******’s case, the refunds were issued on 12/25/22 … yes, that was Christmas Day and I tested positive with Covid but still worked on these issues.  Although banks were not open to ‘settle’ transactions on 12/25, when I issued the refunds, emails were sent from the merchant bank, Authorize.net, confirming the refund simultaneously with the transactions.  (copy attached)  I find it noteworthy that the complaint was submitted after the refunds.
  
   
  
  I called Ms. ******* from my cell phone, as I often call many of our customers, as a matter of routine business.  With problems or errors, such as those in Ms. *******'s case, I always call the customer at the first possible moment I have available and it is more often than not from my cell phone. 
  
   
  
  If there is any other information I can provide, please don't hesitate to call.  As I am seldom at the shop and my cell phone is always the best way to reach me:  ###-###-####.  Thank you for your attention to this matter.