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:08/16/2023

  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 made a purchase for my son on 7/7/23 for $84.55 that my son paid for out of his Social Security Disabilities funds for an education project on one of the ********** Missions. On 7/27/23, I looked up on St. Jude's Shop website, where we made the purchase, and noticed that the order was still in the "confirmed and being processed" status meaning they had charged my son for the products yet still had not sent them. I attempted contact with St. Jude, where it says to contact them on their website. I emailed them inquiring as to the status of the order and why it shows not sent. I emailed on 7/27/23, 7/31/23 and twice on 8/15/23 without any response. I looked everywhere in my emails and even in my junk mail for a response, to be thorough. After no response via email, I called on 2 separate days shortly after leaving messages and still no response. At this point and now seeing many complaints on their reviews, most of them appearing to be online orders, I feel my only recourse is addressing the issue with BBB. If this direction doesn't resolve the issue, I'll need to address it with my son's Social Security Disabilities funds which I feel will open up a huge "can of worms" for St Judes because that is government funding for Disabilities. At this point, resolution in this situation would be a total refund for product not rendered upon purchase. The picture I added to support the charge and no product being sent was screenshot from their website today 8/16/23.

  Customer Answer

  Date: 08/23/2023

  I had followup on this order on 8/22/23 that the order is still being filled and is anticipated to be sent by the being of September.

  Business Response

  Date: 09/27/2023

  **********************. is the USPS tracking number Your item was delivered at the front door or porch at 4:37 pm on September 11, 2023 in GRASS LAKE, MI *****. It was originally stated when you placed the order that the items you ordered would not arrive in the States until the beginning of September. The order was shipped and delivered to the customer.

  Thank you

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

• Initial Complaint

  Date:01/12/2023

  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.

  Placed an order for 5 items on 10/10/2022. $234.00 was charged to my credit card. 2 defective items were received in December 2022. Got a return authorization and immediately returned the items. They acknowledged receipt of the items. I then canceled the rest of my order. They claim to have refunded for the returned items, but nothing has showed in my ****** account. No refund issued for the 3 cancelled items. Numerous phone calls and emails. The contact person keeps saying she cannot refund and has passed my information to her manager. This has been going on all month! Frustrated!

  Business Response

  Date: 01/17/2023

  As you stated in your letter there is always another side to any dispute. This customer has been fully refunded but in two occasions. The first is when she finally returned two shirts that she did not want because of size and the second time we refunded her was when she told us that she did not want to wait for the three other items she ordered to be fully fabricated. Upon processing her refund with ****** we discovered a few days later that ****** had an issue with refunding her the balance of her sale and we had to go directly to ****** and push through the refund. This issue was also addressed with a complaint the customer made with ******. I am surprised to see that she choose to also go this route of complaining especially after all of her funds have been fully returned. Thank you for taking the time to hear our side. Hopefully, with the customer obtaining all of her monies she wont find another means for filing a complaint.

  Customer Answer

  Date: 01/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Parts of the response are untrue.  But I finally got my money back, but not until I filed this complaint.  Glad to be done with this horrible company.
  
  Regards,
  
  **********************
  

• Initial Complaint

  Date:11/04/2022

  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.

  On October 9, 2022, I ordered a cross from the online St. Jude Shop and paid for the order online. When weeks had passed and I still had not received my item, I contacted the St. Jude Shop to ask where the item was and when it would be shipped. I was told that they would look in to it and then call me and let me know. When they didn't, I called them and asked to speak to *******. The person who answered said that ******* had gone home. Supposedly, she was unable to look up my order by the order number. At that point, I asked for a refund. She stated that she would refund me. She never did. So I again contacted ******* by email. ******* said that she would have to ask her supervisor. This is not a large amount of money, just $139 + tax, but this company took my money and did not send me anything except lots of stalling and excuses.

  Business Response

  Date: 12/01/2022

  This customer was refunded on November 10. We needed to make sure that the product was not sent from our source of supply before refunding the monies. Thank you for your time with this matter.

  Customer Answer

  Date: 12/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  After investing a great deal of time in back and forth emails and calls with the St Jude Shop, each week that I called to check the status of the order, I was given a different excuse, a different time line for getting the product and when it became very obvious that I was never going to get the product, a refund. Eventually (many weeks later and only after filing this complaint) did I finally get a refund, but it took more than a month. Thank you, BBB, for assisting me with this issue. I appreciate you more than you know.
  
  Regards,
  
  *******************