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:12/13/2024

  Type:Delivery 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 ordered a camera from them. When it arrived there was nothing in the box. I contacted the company immediately. I was told I need to send pictures and or video, in which I did. I was then told to get a police report, in which I did. They are saying they will not refund me or reship my item because of discrepancies, in which they will not tell me about. I would like a refund or a new shipment.

  Customer Answer

  Date: 12/16/2024

  Yes I bought from the school, the are also a vendor for educational items.  I have emails with a confirmation date and correspondence between us. How can I send you an email chain? 

  Business Response

  Date: 12/16/2024

  The decision was made for the following reasons:
  
  Inconsistencies in Documentation: Our investigation identified discrepancies in the submitted documentation, which indicate an intent to misrepresent material facts.
  Delay in Reporting to the Police: The police report was filed more than 30 days after the delivery date, which does not meet our policy requirements.

  
  We understand this news may be disappointing. To assist our customers effectively and ensure prompt resolution of issues, we have clear procedures in place for handling missing, defective, or undelivered items. Following these procedures enables us to replace orders in cases of theft or incorrect deliveries:
  
  1)Check with neighbors and household members to confirm whether someone mistakenly picked up the package.
  2)File a police report within 30 days of the delivery date. The report must include:
  Confirmation that the package was delivered.
  The delivery address.
  The contents of the package.

  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 12/17/2024

  I have asked what discrepancies there are and how I can help figure things out.

  
  

  Regarding the police report, it was 31 days after and that is because the police would not give me a report and never did they tell me it needed to be within 30 days. 

  Business Response

  Date: 12/27/2024

  The item that was purchased with ********** ****** ***** ***** was shipped. The item was possibly stolen by a local community member once it arrived to [Customer]'s home. In order to combat fraud and eliminate theft through mail fraud we have a set policy for replacing items. This customer did not adhere to our policy. We will not be shipping another item to this customer.

  1)Check with neighbors and household members to confirm whether someone mistakenly picked up the package.
  2)File a police report within 30 days of the delivery date. The report must include:
  -Confirmation that the package was delivered.
  -The delivery address.
  -The contents of the package.

  The decision was made for the following reasons:
  
  1)Inconsistencies in Documentation: Our investigation identified discrepancies in the submitted documentation, which indicate an intent to misrepresent material facts.

  Response: On October 11th [Customer] was notified her package had been delivered. According to the **** the package was left in a mailbox. [Customer] reported nothing was delivered, and requested a new item be sent immediately. Our response was step 1 of our replacement guidelines: "I recommend checking with your neighbors first. This sometimes happen where they mark it delivered, and then the postman delivers it the next day. Contact your local post office on Saturday. Let me know on Sunday if it still has not arrived and I will begin an insurance claim. " [Customer] immediately responded that we should send another item. A few hours later, we received follow-up that upon opening packages that had been delivered, she actually did have the package we sent. Our claims department marked this course of events as probable inconsistences with an intent to misrepresent material facts. [Customer] later reported to multiple people that we sent her an empty box.

  Odyssey reported to us that customer was likely fraudulent and inconsistent with her communication. 

  "Thank you for providing further information regarding this matter. After reviewing the details, I agree that the customer's behavior does seem fraudulent, and I can confirm that the items were indeed delivered on the 10th.
  
  I have also informed the parent to file both a police report and a claim, which I will reiterate in our next communication. My apologies for the error in your name in the previous email. Thank you for your attention and for your assistance with this matter." 10-30-24

  
  2)Delay in Reporting to the Police: The police report was filed more than 30 days after the delivery date, which does not meet our policy requirements.

  Response: Items purchased with ********** ******* ***** ***** must be used through the Odyssey marketplace. When an item is missing, we need the customer to go through Odyssey to make sure all aspects of the grant are followed. Odyssey notified [Customer] of our policy for shipping replacement items. [Customer] now says the police would not take a report from her, which is an anomaly in all of our interactions with local police departments. The customer never notified us of an issue with the police until the claim was denied. The following were the only emails we received from this customer.

  "I bought it from you! I expect a refund or replacement " 10-14-24

  "Have you sent a new order yet?!? I am still waiting." 10-30-24

   

   

   

  Customer Answer

  Date: 01/07/2025

  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. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  
  
  Regards,
  
  
  
  ******* *******

   

  I would like to know what part of the policy did I not adhere to?
  Also I was never I formed of a policy until AFTER I submitted the police report.
  
  1)      I received an email saying my package was delivered to my mailbox.  I went to my mailbox and nothing, I contacted sprattronics and Odyssey for shipping information so I can have a tracking number to call the post office.  Odyssey gave me the number and to check with my neighbors. This is the email I received from Sprattronics “ **** was expecting a Saturday delivery. I recommend checking with your neighbors first. This sometimes happens where they mark it delivered, and then the postman delivers it the next day. Contact your local post office on Saturday. Let me know on Sunday if it still has not arrived and I will begin an insurance claim.” NO WHERE in the email does it say I need to file a police report in order to file a claim.  THEY filed the claim for me WITHOUT asking for a police report. Well, my package was on a neighbors doorstep, not at our mailboxes which is nowhere near our houses. When I finally opened the ****** ***** box, it was empty! I immediately took pictures and sent them to Odyssey. Where they proceeded to tell me they will file a claim. 
  2) NEVER was I told about your 30 day policy until AFTER I submitted the police report. I called the police three different times in the matter of three weeks and finally the third officer i talked to, came out to my house and gave me a police report. The first two would not and said I need to contact the sender, or ****. I was going in circles for weeks with everyone blaming each other . I submitted a police report on day 31 of it the empty box being delivered. I told odyssey immediately of my trouble with the local police department and I have emails to prove that! I was not told I needed to file a police report until October 16th by odyssey, so I did get the report within 30 days of finding out I needed to get one. Again, in the email I received from Sprattroincs does it say I need to file a report in order for them to file an insurance claim.  AND NEVER was I told I needed to get one within 30 days until AFTER I submitted it.  
  90% of the communication was between myself and odyssey (Sprattronics) not Sprattronics, so to say I didn’t communicate with anyone is also a lie. 
  
  

  Customer Answer

  Date: 01/08/2025

  No, I did not take a picture of my package at the wrong house. I got the tracking information on 10/11/24 after I asked for it, never did I receive it BEFORE my package was shipped.  

  Business Response

  Date: 01/08/2025

  Good Morning.

  I am going to give a complete overview of this Idaho based program. The Idaho State Legislature passed a bill to provide grants to eligible families to support student education. The State Board of Education for Idaho oversees the program. They contracted a company called Odyssey to administer the funds and serve as the "Marketplace". 

  When you log on to ****** and shop. You are shopping on ******** ***********. You could order an item from "Carl's Camera Shop", but you would pay Amazon, the marketplace provider. The marketplace would then make sure "Carl's Camera Shop" sent the item, and they would pay the camera shop, keeping a small percentage, like a credit card processor would do.

  We are a vendor on the Odyssey marketplace. When customers run into issues on Odyssey (** ******) they would go through the Marketplace Provider for service.

  The customer purchased an item on the Odyssey Marketplace. We shipped the item to the customer. Odyssey paid us, with state funds from the ********** ******* ***** when we verified shipment of the item.

  Happy to explain in more detail if needed.

  Preston

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

  Customer Answer

  Date: 01/08/2025

  I have gone to them, but they are not the ones who I ordered the camera from, sprattronics is.  Odyssey has nothing to do with it, they just provided the money, the insurance claim and the camera was ordered from sprattronics.  Mind you, Sprattronics charged me over $850 for the camera but used their personal ****** ***** account to order the camera which only costed $600, so they made over $250 off of this as well.