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:02/27/2023

  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.

  We purchased the Spitfire Fireplace Heater. This product is a fireplace insert to warm up from the fire and disperse warm air into your home. The fire does not stay lit. We tried for many days and may ways to keep the fire lit. The longest we had the fire going is 5 minutes. I called the company for the return. Amanda from Northline Express told me it is not their problem that the fire doesn't stay lit and if we used the product at all that it was not returnable. I informed her that you would not know if the product worked or didn't work if you didn't use it. She said once again it was not their problem. The following is actually their website.
  
  Guarantee
  NorthlineExpress has an A rating with the BBB and we have a policy to keep the customer happy even if we lose money, it just makes life easier. When you call our company you'll talk to an individual who is always looking out for your best interest. We take pride in making customer satisfaction our personal responsibility and we stand behind each and every product and guarantee them with a promise that your order will arrive free from manufacturing defects and ready to improve your quality of life. Our products are returnable for 30 days after the date you receive your merchandise and are fully guaranteed by the manufacturer. If for any reason you are not satisfied with your purchase, our friendly customer service representatives are standing by and are eager to help you in any situation. We are here to take your calls Monday –Friday from 9AM-6PM, also on Saturday from 10 am -3pm EST. We are always available 24/7 on the web.

  Business Response

  Date: 02/28/2023

  We do apologize,  We did check into this when the customer called being
  we have never had a complaint like this.   We were advised that the
  tubes have nothing to do with the ability to keep the fire going and feel it is
  user error.   Customer can return the product following our return policy
  that I have attached. We also advise customer of the terms and conditions on
  the site and customer must click that they understand terms before order will
  and can be placed.  Full terms and conditions
  for returns are attached and an outline listed below.
  
  If you are not 100% satisfied with your purchase upon receipt you may return
  your new, unused purchase for an exchange or refund within 30 days after
  the date you receive your merchandise. You will be responsible for the return
  shipping, and if the product is used or not returned in its original,
  re-useable packaging, we reserve the right to charge a 15% restocking fee.
  If the product has been used, we reserve the
  right to deny your return, or charge a restocking fee of 15% in addition to the
  initial shipping as outlined below. You will still be responsible for return
  shipping. Used products returns will be approved on a case by case basis at our
  discretion

• Initial Complaint

  Date:11/25/2022

  Type:Service or Repair 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.

  Hello, On 11-4-22 I placed an order with The English Tea Store the order was received 11-17-22. They are part of onlinestores.com. The order consisted of many different items, some boxed, canned and some plastic bottles, as well as fragile chocolate bars. Everything was just piled into one box with some bubble wrap placed on top, sealed and shipped. Absolutely zero care was put into the packing of these items, many are damaged. The cans are mostly dented some severely. One box was crushed and the chocolate bars were broken and crushed. The order total value was $175 the damaged items total $64.10. I contacted the seller, but have not been happy with their response. They accused me of sending fake pictures and told me that the damaged items would taste the same. These items were intended for gift baskets, many are in no condition for that purpose.

  Business Response

  Date: 11/29/2022

  I do apologize for the arrival of the damaged product.  I have looked at the pictures and I have issued you a refund.  Transaction ID: *****************  I have also sent the pictures over to our warehouse and advised on how you received the order.   

  Customer Answer

  Date: 11/29/2022

  [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. 
  
  
  
  Regards,
  
  
  ******* *******

• Initial Complaint

  Date:10/07/2022

  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.

  aced an order on September 26, 2022 for a 5 x 8 Texas flag, order # ********* for our business. The flag that arrived was 4 x 6, labeled as such on the flag, and put in a box incorrectly stating it was 5 x 8. Called to fix this mistake, was told to send over the incorrect flag & that a new one would be expedited on its way. After I mailed the incorrect flag, I got a phone call stating the 5 x 8 flag has been out of stock for a year, and that our money would just be refunded for the flag. When I asked if my shipping & handling fees would be refunded, I was told probably not. So thank you for wasting our time to try and get away with sending us a faulty product, lying to us to get us to mail back the incorrect flag, and then not refunding the postage fees when it was entirely the businesses fault in sending us the wrong product. This business wasted a tremendous amount of time for a small business, if you're in the Texas area please go to ***** **** ** *** ******** **** this pathetic excuse of a company.

  Business Response

  Date: 10/10/2022

  We do apologize for the incorrect flag being mailed out.  I am showing that a full refund was done on 10/6/2022  for $93.91  Once again we do apologize for the inconvenience this may have caused

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Pay me my shipping fees you cheap conniving excuse of a business, it was $3.09 and you knew you were lying to my small business so I would mail your unwanted product back to you.
  
  
  
  Regards,
  
  
  
  ***** ********