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:01/26/2024

  Type:Delivery 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.

   
  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.
  
  Sincerely,
  
  ***************************and no response so I email for them to cancel my order again since there is no phone number to contact. No response, but later that day they ship everything via *** without notifying me at all. I only saw it on their website via my account... weird. Now today rolls around and it's scheduled for deliver tomorrow. They just sent *** a return to sender request earlier this evening. All of this has transpired without any communication back despite support being active during listed hours on website. It seems they are trying to give me a hard time and tie up my money because I expressed my frustrations. I have never had anything near an issue like this ordering ammo/gun-related stuff online and I have never went out of my way to file a report but more people need to be aware of their shady practices. Since they are not communicating back and hide their phone number I will likely have to file a chargeback and cross my fingers. Moral of the story: Do not do business with Saint Barb's Bullets.

  Business Response

  Date: 01/28/2024

  Hi there,

  I'm sorry you had a bad experience with us. We're currently investigating what happened and why you were incorrectly asked for ******** ID. As the last request we had was to cancel the order, and it had already been packed and shipped, that is why it is now returning to sender. Generally once we receive it back we process a refund, but because of how long this has taken I'm refunding it now. We're not deliberately holding on to your money any longer than necessary or attempting to be punitive towards you, we just need to make sure that shipped orders come back to us.

  As far as your comments about reply times, it's not often possible for us to reply instantly to all emails as we need to do some investigation, or may have many other emails to reply to.

  *******

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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.

   
  Complaint: 21133800
  
  I am rejecting this response because:
  The document sent by the buiness is for a person named *********************, not me.  It is for $593.40.   This is not in regards to my case.  My order number from the business is ******, totalling $249.85.  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/12/2024

  Unfortunately it looks like there was a glitch between our checkout system and Sezzle, which caused the refund to not go through the first time. This was resolved on the 3rd of January when we were made aware of it through Sezzle.

  Customer Answer

  Date: 02/03/2024

  The busines, St Barb's Bullets refunded my purchase in full.  I would like to close this complaint as resolved.  Thank you very much for your assistance.  I am confident your attention to this matter was instrumental in its resolution. 

  Sincerely,

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

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

• Initial Complaint

  Date:12/20/2023

  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.

   
  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.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/31/2024

  Apologies I have been out sick for a few weeks. This was resolved with a refund to Sezzle some time ago, Ill try and reply now with the details.
  
  Thanks,
  *******

• Initial Complaint

  Date:12/13/2023

  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 am rejecting this nonoffer as it resolves nothing.
  
  It's disappointing that ******* is continuing to harass us with regards to his order and take no accountability for his decision to not purchase insurance or contact **** to identify the package locker that is holding his order.

  
  -It is very sad that Saint Barbs Bullets (SBB) refuses to work with a customer who never received their order.  Why does SBB think a customer trying to be made whole is harassment?  SBB simply wants the customer to stop seeking redress and go away empty handed.  As for my contacting ****, SBBs claim is blatantly false.  If SBB had chosen to work with me directly they would have known that.  I realize they opt to continue to blame the customer for THEIR choice of shipper.
  We have attempted to contact him multiple times to provide assistance, but he refuses to take any action that *** help him locate his order that was delivered on the13th of November at 5pm.
  

  -More falsehoods from SBB as EVERY email from them, including the initial response, which was slow/late, was responded to.  SBB simply wants to get their way and have the customer accept their poor business practices and go away.  SBB insists on sticking with their lie of my refusal to take any action as they hope this will bolster their case.

  
   ******* has all the information at his disposal to contact **** and be provided the details of the specific parcel locker that contains his package, but for some reason has decided to continue a war of words through a public review, instead of taking pro-active action to obtain his goods.

  
  -Despite these claims from SBB, **** was UNABLE to state which parcel locker they claim to have delivered to.   What SBB claims to be a war of words is their unhappiness with honest reviews exposing their business practices.  If contacting the seller with an issue is NOT pro-active, if contacting **** is NOT pro-active then I have no idea what SBB considers pro-active to be.  Maybe we have opposing definitions.  The reason for posting on the public review was because in SBBs typical business fashion they refused to contact me directly.   Had SBB contacted me directly instead of responding to the review updates all that could have been avoided, something SBB chose not to do.  SBBs (in)actions caused these reviews.  I much prefer to leave positive reviews but leave factual information for others.  I fail to see how posting a factual review has any bearing on this matter with the BBB.  Bottom line, ******* still does NOT have the package.

  
   At this point in time there is nothing else we can do, as we shipped his package, provided proof of delivery,submitted a claim to ****, and then this claim was rejected as the package is marked as delivered, at a parcel locker, in the right zip code. 
  -At this point in time I still do NOT have my package and was forced to make the purchase from a reputable seller who did manage to get it delivered through **** and WITHOUT buying insurance.   There are over ****** people living in my zip code and to reiterate, **** is unable to provide WHICH parcel box they alleged they delivered to.  I see SBB simply wants to wash their hands of this matter but refuses to resolve it at the same time.  SBBs resolution is for me to go away.  That is not going to happen.

  
  ******* placed an order and explicitly chose not to purchase package insurance, which is offered at checkout. This would have cost $3, which he incorrectly stated as costing $6 in his initial negative review and would have resulted in a missing package being refunded within 2-3 days of a claim being submitted and approved.
  -Once again SBB is trying to deflect and play a numbers game while refusing to work with a customer.  The price being quoted is another falsehood that SBB felt the need to re-word to try and make themselves look better.  I attached a screenshot from SBBs email showing the price of insurance to be $7.50, not the $6 I under priced and definitely not the $3 SBB claims.  **** insures packages for the $100 thus I saw no need to spend $7.50 for $17.72 which was the part over $100.   Had I known that SBB had a lack of customer service, I would not have purchased from them in the first place.  Be assured this is simply not buyers remorse of choosing a poor seller but a buyer trying to make a purchase right with ZERO assistance from the seller.

  
  As clearly stated on our missing package FAQ (********************************************************************************************************************),if a customer chooses not to purchase insurance, then it is up to the specific carrier of their package as to whether they will accept a claim for a lost/missing package. We originally asked ******* to contact ****, as this will result in faster resolution rather than us acting as a go-between. He refused to do this, so we contacted **** on his behalf, who denied the claim. We attempted to contact him through our ticketing system to advise him of **** rejecting the claim, and suggest he contact his local post office who *** be able to provide guidance on exactly where the parcel locker is that is holding his items.
  -SBB NEVER attempted to contact me on the fact they filed a claim nor that the claim had been denied until I read it on the public review which they seem to be unhappy about.  I attached a screenshot of SBB claim on the review site We can post a redacted screenshot here of the claim if you're not able to receive emails from us.    Of course I did not receive emails that were NEVER sent.  I anxiously await SBBs posting such so that I can see it.  Hopefully SBB will add it to their response.  I realize that SBB feels false claims somehow justifies their lack of customer service, which it does not.  SBB is too preoccupied in making false claims about what I did or did not do in an attempt to avoid dealing with the issue at hand as to what they are not doing.

  
  Our team could have done a better job of responding a bit faster to some of the emails, however due to the time of year and the tone of some of the contact, we spent extra time investigating what was happening before responding.
  -No dispute here that their team failed to respond in the time frame SBB specified.  This feeble attempt to hide behind time of year is laughable as SBB wants to imply the holidays but this order was placed in the beginning of November. The tone SBB objects to is simply that the customer who refused to just go away and ignore the situation.   The only tone was from SBB in their condescending tone in their initial  email response.  I would like to leave personal attacks out of this as it only seems to try and deflect from the issue at hand.  Why the desire to deflect?

  
  ******* seems to think we're scamming him somehow, which is frankly quite odd - As a business the whole point of our existence is to get products into customers hands, which we do hundreds of times a day. When things go wrong,once a package has left our warehouse and is out of our control, and package insurance has been purchased, it's resolved within a few days. When insurance is not purchased, we have limited options to drive resolution of the issue. In *******'s initial negative review, since overwritten, he clearly stated that he didn't purchase insurance because he didn't consider it worth it for the low value of the order and **** provides limited coverage. That is totally fine,and why insurance is optional on all orders, however that choice comes with consequences if something goes wrong.
  --SBB somehow thinks that a customer not receiving his order is perfectly acceptable and not a problem which frankly is quite odd.  Yes, the point of a business is to get products into the hands of customers which quite frankly seems quite odd that SBB fails to understand the concerns of this customer who failed to get the product in his hands.  Outside of my main job, I own two businesses and work with my customers to assure satisfaction.  I dont care about the people who do get their packages, I am concerned with the one who didnt, ME.  Yes, I now fully understand when dealing with SBB it would be very wise to purchase their insurance to cover the lack of customer service.  I used the carrier of SBBs choice being ****.  Why SBB feels the need to keep bringing up the insurance which I fully admit not purchasing to cover the $17.72 for $7.50.    
  --My reviews are still negative and as above I do admit to not purchasing insurance and why.  The reason for the overwritten review is the limit of characters.  The limit of characters is beyond my control which SBB knows full well as their own responses are overwritten.  When orders are not delivered TO THE CUSTOMER, this comes with consequences that SBB does not like including bad reviews and complaints.-Let me put it in a way that SBB might be able to comprehend.  SBB goes to a fast food chain and orders a big burger and pays for it.  The order comes up and the server gives it to somebody else or simply fails to get it to SBB.  SBBs business practice is to simply walk away and accept that they never received what they ordered and paid for and be happy about it?  Would SBB then go and post a positive review on this experience?  This is what we are facing here.

  
  And to reiterate further, all this time going back and forth on AmmoSeek reviews, with our customer support team, now a complaint here, and it looks like also a chargeback... A simple call to his local post office likely would have resulted in them explaining where the parcel locker is located. That is not something we can do, as we have no local knowledge of his post office, or what they *** describe as a parcel locker.

  --Obviously SBB fails to realize that when they do not contact the customer directly and the only way to obtain a response from them or learn where the matter stands is in their posted replies on AmmoSeek.  SBB could easily avoid this by working with me the customer but they opt not to.   To reiterate further, I would much have preferred to deal directly with SBB instead of playing their games on the review board. YES, SBB does have a negative review for negative service on the site. Why should I falsely leave a positive review for a poor sellers service?  That could easily have been avoided by working with the customer.  I dislike having to deal with SBB with the back and forth on AmmoSeek as well.  This is another situation caused by SBB in which they failed to alter the process.
  

  -Again a simple call WAS made to my local post office and failed to resolve the issue despite allegations by SBB to the contrary.  IF SBB was willing to work directly with me they would have known that, instead of their insistence of communicating on a review site.  To call out another falsehood of SBB, they know where this package was suppose to have been sent to and the attached zip code which was confirmed to them after the problem.  Thus the knowledge of my local post office is easily found.   In fact it is so simple that I can state SBBs post office is at *******************************************************  To clarify my local post office is with the ************* ************** just to avoid further deflections from SBB.
  

  -YES, there is a complaint with the BBB because SBB refused to work directly with the customer.  This was forced by SBB as I would much rather have gone a different direction. 
  

  -Not sure why SBB is bringing up a chargeback but when a customer makes a purchase in good faith.  The seller accepts payment and the customer does not receive what was paid and simply wants the customer to go away, what is expected?  I can count on one hand, with fingers leftover,the number of chargebacks I have filed as problems usually are easily worked out.   SBB operates under the principle of caveat emptor. 
  

  -A simple resolution was initially offered to SBB if they were willing to work with me in my initial email to them.  Apparently the tone SBB refers to is the willingness of the customer to work towards a reasonable outcome.  Something that SBB has rejected from the start and Ive learned in their unwillingness to communicate.
  

  -Thus I was forced to take actions that I would not have opted to but this was forced through inactions on the behalf of SBB.    It is a shame that SBB is unhappy from the results of their own inactions.
  

  -I do NOT dispute that the package was delivered somewhere as indicated by the ****.  I can attest that the package was NOT delivered to me.
  -In dealing with SBB, I am reminded of an old phrase; "falsus in uno, falsus in omnibus"

  
  I still seek to be made whole on this matter.
  
  

  shipped in full. SBB claims to have filed claim on my behalf despite SBB is the one who paid for the service. I did not learn of the claim being denied from SBB until I did a follow up review which forces me to learn their actions elsewhere. **** claims they showed the package was delivered despite it NOT being delivered. SBB claims the order was shipped in full which I cannot prove at all. **** did something but apparently failed. SBB got paid for a tracking number which doesn't deliver as paid for by me/them. Unfortunately SBB ignoring customers with a problem forces me to turn to BBB. Not only do I hope for being made whole but to alert other buyers about the business practices at SBB.Attached are documents touting their insurance and nasty responses.

  Business Response

  Date: 12/13/2023

  It's disappointing that ******* is continuing to harass us with regards to his order and take no accountability for his decision to not purchase insurance or contact **** to identify the package locker that is holding his order. We have attempted to contact him multiple times to provide assistance, but he refuses to take any action that *** help him locate his order that was delivered on the13th of November at 5pm. ******* has all the information at his disposal to contact **** and be provided the details of the specific parcel locker that contains his package, but for some reason has decided to continue a war of words through a public review, instead of taking pro-active action to obtain his goods. At this point in time there is nothing else we can do, as we shipped his package, provided proof of delivery, submitted a claim to ****, and then this claim was rejected as the package is marked as delivered, at a parcel locker, in the right zip code. 

  ******* placed an order and explicitly chose not to purchase package insurance, which is offered at checkout. This would have cost $3, which he incorrectly stated as costing $6 in his initial negative review and would have resulted in a missing package being refunded within 2-3 days of a claim being submitted and approved.

  As clearly stated on our missing package FAQ (********************************************************************************************************************), if a customer chooses not to purchase insurance, then it is up to the specific carrier of their package as to whether they will accept a claim for a lost/missing package. We originally asked ******* to contact ****, as this will result in faster resolution rather than us acting as a go-between. He refused to do this, so we contacted **** on his behalf, who denied the claim. We attempted to contact him through our ticketing system to advise him of **** rejecting the claim, and suggest he contact his local post office who *** be able to provide guidance on exactly where the parcel locker is that is holding his items.

  Our team could have done a better job of responding a bit faster to some of the emails, however due to the time of year and the tone of some of the contact, we spent extra time investigating what was happening before responding.

  ******* seems to think we're scamming him somehow, which is frankly quite odd - As a business the whole point of our existence is to get products into customers hands, which we do hundreds of times a day. When things go wrong, once a package has left our warehouse and is out of our control, and package insurance has been purchased, it's resolved within a few days. When insurance is not purchased, we have limited options to drive resolution of the issue. In *******'s initial negative review, since overwritten, he clearly stated that he didn't purchase insurance because he didn't consider it worth it for the low value of the order and **** provides limited coverage. That is totally fine, and why insurance is optional on all orders, however that choice comes with consequences if something goes wrong.

  And to reiterate further, all this time going back and forth on AmmoSeek reviews, with our customer support team, now a complaint here, and it looks like also a chargeback... A simple call to his local post office likely would have resulted in them explaining where the parcel locker is located. That is not something we can do, as we have no local knowledge of his post office, or what they *** describe as a parcel locker.

  Business Response

  Date: 12/15/2023

  Attached is the latest communication from *******, showing that he is clearly receiving our emails from our customer support system. We shipped the package as purchased, and **** has it marked as delivered to a parcel locker. We submitted a **** insurance claim, and they have denied this claim because the package is marked as delivered.

  For some unknown reason ******* is refusing to take the necessary step of contacting his local post office to ask where this parcel locker is, which would either let him receive his order, or if **** cannot prove where this parcel locker is, *** be grounds to appeal the denied insurance claim. That is not something we are in a position to do, as this will require knowledge of his local area.

  ******* is also continuing to misrepresent the cost of insurance for this package (it is $1.50 per $100 or part thereof, so would have been a total of $3 for this order) and claim that we are not communicating with him through email, despite evidence to the contrary.

  To avoid a continual escalating war of words we are not willing to engage any further on this matter, as we have done everything within our power (submit an insurance claim to ****, provide contact information for finding his local post office). The last proof we have of what happened to the package is that it was delivered to a parcel locker in his zip code, so from that point he could have collected it and be lying, it was stolen, **** delivered it to the wrong address, or any number of things.

  In one of the initial reviews left on the AmmoSeek website ******* clearly acknowledged the risk of not purchasing package insurance, and it appears now that he is frustrated that this risk has been realized. Given that **** clearly showed delivery of the package to a parcel locker, it is extremely likely that he will be able to receive his goods, assuming he takes the step of contacting his local post office, or as mentioned before be able to use that as grounds to appeal the rejection of the **** insurance claim.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21000719
  
  I am rejecting this response because:

  It fails to resolve the issue.

  As typical with the ongoing falsehood from Saint Barbs Bullets (SBB), I have received minimal emails from this business.   Receiving one email does NOT imply that others were sent or in a timely manner.  Most of the information I learn is from SBB responses on AmmoSeek.  I would much prefer to have dealt direct with SBB but SBB chose NOT to, forcing AmmoSeek to become the location of communication.  I did not learn of SBB submitting a claim until SBB posted it and did NOT email me on it.  I only learned of the claim denial on same website.  As has obviously been the ongoing situation with SBB is the complete lack of communication on the part of SBB.  As SBB clearly stated,they find it harassing when a customer contacts them with an issue.  Strange that SBB continues with their known false statements as if these lies somehow give them credibility.  Yes, a package was allegedly delivered to some parcel locker somewhere but not to me.  Despite the false statements from SBB, the **** is unable to tell me which locker the package was supposedly left at.  I have found it to be beneficial to deal directly and not play games with a seller and matters usually get worked out.  However that takes a respected seller who is concerned with customer service.

  Here we go again with more ongoing lies from SBB.  It is unknown why SBB feels the need to continue with their falsehoods. Maybe SBB has been able to lie their way out of matters before but I will not tolerate blatant lies about me.  **** has been contacted by me despite the untrue claims by SBB.  SBB intentionally refused to tell me about the claim they file and the result until the time frame for appeal expired.  SBB was in a position to inform me they filed an appeal and the outcome but opted not.  SBB WAS in a position to inform of actions taken but with their refusal to deal with a customer they followed their usual path of ignoring the customer.  Apparently expecting SBB to deal with facts is not in their best interest for some reason.

  SBB is doing one of two things here.  Either they are misrepresenting the cost of insurance or knowing supplied false information to me. Given the history of SBB I presume it was false information.  I realize not being up front and honest is the business practice of SBB but I wish they would at least be more forthcoming with BBB.

  SBB loves to use the phrase war of words which simply means they wish the shorted customer would simply stop trying to resolve an issue.  Sadly the poor choice of words was from SBB, not me.  The false statements have been from SBB, not me.  The refusal to honor their initial email was on behalf of SBB, not me.  The refusal to keep the customer informed was done by SBB, not me.  So if this is a war of words, I fail to see how it such.  SBB has now hit a new low and blatantly is calling their customer a liar and they want to talk about a war of words?  Seeing how SBB wants to go down the rabbit hole, then nobody even knows if SBB actually sent a package containing the items ordered or simply took the payment and ran.  The way SBB is reacting to a customer does make this a possibility.  Such a thought had not crossed my mind but SBB did plant the seed and make me wonder if that is a likely possibility.  The other thought is SBB may intentionally send partial orders and then hide behind the insurance to make good?  ************* used by SBB pays out directly to the seller, thus the only person being insured is SBB, how convenient.  My issue is with SBB, not their insurance company. 

  I have NEVER implied did purchased the insurance.  Not sure why SBB hides behind that.  It was also explained as to why.  Of course when I opted out I was under the impression I was dealing with a reputable company.  AGAIN, nobody is denying that **** is showing delivered but nobody can say where those items were delivered, if in fact there were items in the package.  This ongoing lie from SBB of me not contacting my local **** is getting tiresome.  As mentioned before, SBB failed to keep me inform that not only did they file a claim but had received a denial AFTER the appeal process expired.  Just another gotchafrom SBB.  I have tried to work with SBB from the start but their lack of communication, condescending tone has made it difficulte to work with SBB.  SBBs ultimate goal in hopes the customer will simply go aways has not worked for them.  What is frustrating is SBBs refusal to be an honorable seller, NOT about the insurance.  Had I know the poor business practices of SBB I NEVER would have made a purchase from them in the first place requiring insurance.  SBB feels the need to make/repeat deceptive statements somehow bolsters their failures.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/05/2023

  Type:Delivery 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.

   
  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.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/17/2023

  Hi ***,

  We're sorry it took so long to process the refunds for your orders. Things got complex, as there was multiple orders, one that was shipped out, another that was intercepted before it went.

  I've just checked our records and see that the first refund was processed back on the 12th of October, for $430.60, and the second on the 10th of November for $434.95. Because you submitted this complaint on the 5th of December, you may need to go back on your credit card statements a couple of months to see the refunds. Refunds take at most 5 business days to clear, so they should have shown up a long time ago.
  
  I'm attaching redacted transaction records from our credit card processor.
  
  *******

• Initial Complaint

  Date:08/28/2023

  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.

  Be careful before you deal with them. Returned items I brought and they cant seem to refund my purchase and they cant give me a reason why.

  Business Response

  Date: 08/29/2023

  Hi there,

  It appears that the issue is that a different return label was used to return your items, rather than the one that was supplied through our returns system, which is why we had been unable to locate your package. The tracking number for the label that we provided you shows that it was never used and so was not able to be tracked through our return portal.

  We did manage to locate your package on August 27th, however it did not include the *** number that was provided to you when you requested a return, which again made it difficult to connect the incoming items to your requested return.

  We like to make returns as easy as possible for our customers, however when the labels we provide free of charge are not used, and the *** number is not included, that can make it very difficult for us to process these quickly and easily.

  As explained in our return policy (**************************************************************************************) it can take up to 10 business days for refunds to process, but that took a bit longer than usual because of the tracking issues mentioned above.

  I'm processing a full refund now, and going to be checking with the support agents to see if there is something that could have been done to escalate this issue to help us track down the owner of the package we received sooner.
  
  Saint Barb's Team

• Initial Complaint

  Date:08/12/2023

  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.

  This company sells products without complete descriptions and refuses to cancel orders before theyve even been processed.

  Business Response

  Date: 08/12/2023

  I'm frankly a bit shocked that a complaint was submitted for this order. There appears to be two issues - The customer ordered the wrong item, and was upset that they may be required to return the product, at no cost, because the ordered wasn't showing a status of 'shipped'. Secondly, mentioned in this complaint was incorrect or incomplete product information. Addressing the second point, the product description for the item that the customer purchased explicitly states that it was recently added to our catalog so may not be fully complete, with the below text: 
  
  Please Note - We just added this product to our catalog, so it may not show all attributes, description, or pictures. We're working on cleaning it up!.
  
  For the first point, we're pretty clear on our cancellation and return policy - Once an order is submitted, it's usually not possible to cancel as things move very quickly from an order being submitted to the product being picked, packed, and put on a truck ready for shipment. We only mark orders as shipped once they are successfully handed off to the carrier, and because there is no guarantee that we can intercept an order once it has begun process, we offer 30 day no questions asked returns. 
  
  From reviewing the messages that were exchanged with our support staff, it looks like we clearly explained why things can't be cancelled and intercepted in most cases but can be returned at no cost, which resulted in threats to leave negative reviews and complaints. Our support team member could have explained a little bit more about the status of the order, such as that it may have already been put in a box with other orders, and only tagged as shipped when it's in ******* hands. While we understand that submitting a return isn't always ideal and may take some time, ultimately that would have resolved the situation with no cost to the customer in this case, and the return is as simple as requesting a label, sticking it on the box that was delivered, and then requesting a pickup. 
  
  It looks like we were able to get this one cancelled, as it came in late enough in the day on Friday, and one of our team happened to be on site for an unrelated issue so was able to find it, however this is not normal for a Saturday which is partly why we offer no cost returns.