Complaints

This profile includes complaints for Until Gone's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Until Gone

  100 N HOWARD ST STE 4910 Spokane, WA 99201

• 

  Until Gone

  PO Box 219 Pmb 168 Duvall, WA 98019-0219

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:10/23/2023

  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.

  I ordered a pc from them. It did not turn on. They provided me with a return label.I securely packaged the pc back up how it came and returned the pc using their provided label.Fedex delivered the return.I am being refused my money back and they are misleading me saying they will give it but have not. I try to contact and 9 out of 10 times they do not respond to me. Attached is a screenshot of a Chat log from the last agent I was able to speak to.

  Business Response

  Date: 10/23/2023

  Return has not been received.  A return label was provided, but the shipment appears to have been delivered to a ********** address instead of the ** address it was intended for.  Since the customer is the shipper even though a return label was provided, the customer either changed the address or needs to work with ***** to recover the item and return it properly. 

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20769782
  
  I am rejecting this response because:

  Anyone who did not originally create the shipping label CANNOT change the delivery address. Only the original creator of the label can do that. The entire "lost and found" process has nothing to do with me. I did my part of returning. The liability is always completely on the person who provides label. I am NOT responsible for what ***** has done with YOUR label that YOU can change the destination to. You guys are a scam company and i will be loud about this if i do not get my money back. Im just trying to get my money back and move on.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/26/2023

  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 placed an order for 4 necklaces but never received order number or tracking information this was 4 weeks ago , today my venmo account was charged ***** and still have no order number supposedly no payment information connected to my account but somehow was able to be charged . Can't get ahold of anyone via this business.. THEY ARE A SCAM SITE

  Business Response

  Date: 09/27/2023

  We see that you created a customer account, but we do not have any record of an order associated with this email address.  If you were charged on Venmo, it wasn't by us.  If you'd like us to investigate further please provide a Venmo transaction ID and the identifier used for the charge and any other email addresses you may have used.  

• Initial Complaint

  Date:08/29/2023

  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.

  I purchased some wireless ear buds and never received them. I have contacted the company several times and all they kept saying was that they showed they were delivered. I never got them and I asked them to refund or cancel the order. ******** emailed me back and said that's not their policy. She said for me to contact the post office because they showed it was delivered. At this point I don't want anything from them except my money back. Why would I pay for something that I do not have.

  Business Response

  Date: 08/29/2023

  This item was shipped via *** and delivered by the post office.  The tracking information can be found here *********************************************************************************************************** which shows that it was delivered on July 18th at 10:41.  You can see similar info at ************************************************************************************ as **** did the final delivery.  We do not provide refunds when the item is delivered, but as you've opened a dispute with ******, they will investigate and make a determination.

• Initial Complaint

  Date:06/17/2023

  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.

  The date of the transaction was June 3 ****. I spent about $16.00. Order #*******. Tracking #*******************************. At first I called the shipping company and the lady on the phone was yelling call company you bought from. I did and all it is is a voicemail. You can't talk to a human. So I get on the live chat with until gone. He was very very apologetic. I explained to him that i have not received my electric massaging muscle tens unit. That it had been in "en route" for 13 days. He said let let me look into it and that was that was two days ago. I wrote another response This morning and still no answer.

  Business Response

  Date: 06/19/2023

  To keep costs low, this was shipped DHL eCommerce which carries the package until its delivered to the **** locally.  We have no control over DHL shipping times, but it appears this was delivered to ********, ** yesterday and should be in route to your home shortly.

• Initial Complaint

  Date:04/29/2023

  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 ordered a water toy for my daughter, first I never shipped it I had to put bugging them about order them second when it arrived it was totally the wrong item, I told them to give refund 4 times and they refused to do so

  Business Response

  Date: 05/01/2023

  Customer did not provide an order number, but using her email address we located an order from Nov, *********************************** April, 2023 for a necklace.  We did not find any order for a water toy under this email nor did we find any contact with our support team using this email.  Please provide an order number so we may investigate or just contact support directly at ********************************

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19997797
  
  I am rejecting this response because:
  I wasted money on items my daughter has been waiting for for over a month I want my money back jowy
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  If they dont agree they will Suspend you! ??I was a good costumer, spent a lot of money with this company. A year ago I contacted **************** trying to solve a problem. I paid for 3 extended warranties and asked how to find out about using them only to be told that I had never purchased them. This went on for awhile. I did send in proof of my purchase, confirmed what was needed and that was it . They never told me how to use the warranties. So they expired. I got sick, recovered and finally contacted them again this year. After being told again that I had never purchased the extended warranties and again proving again I had, I was finally referred to a supervisor (********). After sending me an introduction email I never heard back from her. Shes now ignored 4 emails over 8 days. In addition now the website says Im a suspended user.They do not take responsibility for their own mistakes. Nor are they concerned about customer satisfaction. Only recourse is to warn others about dealing with this company.Last Date of experience: April 27, 2023.

  Business Response

  Date: 05/01/2023

  Customer purchased a 2 year extended warranty and contacted us for assistance in May of 2022, but was unable to provide a receipt or order number.  After investigating, we were able to locate the orders in question and contacted her to confirm the specific request and issues.  Due to the lack of response after multiple requests over a two week period, the request was closed because we were unable to take any further action.  Eleven months later the customers contacted ** again demanding that we honor a warranty that now expired a year ago. 

  Customer Answer

  Date: 05/07/2023

   
  Complaint: 19996133
  
  I am rejecting this response because:

  Their **************** messed up.  I repeatedly sent them the order number and asked HOW to go about getting information on my Extended warranties. They repeatedly told me I had NO extended warranties even though I sent them a screenshot of my order with the Order Number.  I can only assume they ignored it and did not read my replies.  

  I have purchased Thousands of dollars worth of merchandise with Until Gone.  And have always encountered problems accessing my online account. I called them several times about this because I was always under the impression I had signed into my account, my information always came up! However, evidently I was registered as a "guest". Each time I called they were always able to locate my orders.   Anyway, I wasn't even sure when I had made my initial order, just that it should have been covered.  To be told by 3 **************** Reps that I had NOT bought extended warranties even when I sent links to them shows that they are incompetent or arbitrarily decided not to honor my purchase for some reason.  

  I did confirm that I needed both hoses and the gazebo replaced.  Which is further proof that they knew of my order, otherwise  how could they ask for confirmation if they had not found my order???

  Adding insult to injury I did offer them resolution options, but they ignored me.  Only after contacting BBB did they decide to answer.

  Please look at the threads, if they are read it is obvious that I gave them the information asked.  They in turn, didn't even give me my warranty information until after they had expired.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/10/2023

  As previously noted and shown in the emails provided, customer contacted us originally in May of 2022 and was unable to provide order numbers.  These were eventually located and connected the product orders with the warranties which was complicated by the fact that she checked out as a guest and that the orders were placed separately (e.g. warranties weren't purchased at the same time).  Regardless of the difficulty in connecting the dots, the customer stopped corresponding and didn't follow-up until April of this year demanding that we honor expired warranties.  Had she engaged last year before the warranties expired, we would have been able to make this work, but at this point there is nothing we can do.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19996133
  
  I am rejecting this response because:
  I did provide my order number and it proves I purchased the extended warranties at the same time, on the same order! This response from UntilGone just proves what Ive been saying. They make statements that contradict what theyve said before. They make false statements as well. 
  Ive attached, again, what I originally sent them last year. A screenshot of my order number with the products and the extended warranties clearly on it. 
  What more proof do you want? 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/24/2023

  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.

  I purchased a computer from until its gone and they sent me a shell with no hard drive. Ive been contacting them for over a year for a resolution and they keep referring me to the warranty company

  Business Response

  Date: 03/27/2023

  Customer purchased a computer in April of 2022 with a 30 day store warranty and an additional extended warranty.  She contacted us 8 months later indicating the computer didn't work so we provided her with the extended warranty information and contacts.  She never responded to that email or either of the 2 follow-*** and we haven't received any contact from her since.  If she is having a problem with the computer, she should contact the extended warranty provider to arrange for a repair.  

• Initial Complaint

  Date:03/03/2023

  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.

  I purchased a steel shelving unit. The clips for the unit that hold the shelves in place come undone the second pressure is applied to secure the shelves in place. The hard plastic clips are too large for the holes of the shelving units to fit into to be secured into place. I have put together similar shelving units and have never had this problem. Jamba from Until Gone is debating the return and sent manufacturers directions (the same that came with the shelving unit). Sending me the directions that I already have and telling me that the unit is not defective is just poor customer service. I was under the 30 day return policy when I asked to return the item and it seems as though ***** is giving me the run around and wasting time so the 30 days will be up before I can send the item back. I don't even care about the refund at this point....I just want to return the item and never order from this company again.

  Business Response

  Date: 03/06/2023

  A return label was already sent to this customer.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  UntilGone is known for selling items cheaper however often times they explain within the title of the items listing such as it being refurbished or used and so on. With the specific listing I had bought they hid the expiration date within the listing making it extremely difficult for customers to find it and make the proper decision on whether or not they would like the product. When I reached out to customer service if they had initially told me that the expiration was on the listing I would not be here right now filing a complaint, however, one of their customer service representatives had specifically asked me what the expiration date was on the item, proving it is difficult to discover the expiration date. When I escalated the case I was put in touch with the Co-owner of the company who had told me the expiration date was just for when its potency is highest. I reached out to the manufacturer of the company itself and found out the Co-owner lied to me saying it was safe to consume past the expiration. I had also went back to the listing to see if they had actually put the expiration date on the listing and to my surprise they took down the listing, here is the link (**************************************************************************************************************************************) I have been trying to request a refund however they are refusing and I even reached out to the owner and he is not responding. The BBB is my last hope to receive my $1,695.58 refund as I did not take this purchase lightly.

  Business Response

  Date: 01/06/2023

  The expiration date was included in the product listing as we do with all products that have an expiration date.  In addition, the expiration date was exactly the same as the two prior purchases made by this customer. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18688264
  
  I am rejecting this response because:

  When I was put in contact with your chat support agent they also had not known the expiration date, which probes that the expiration date on the listing is not visible. Customers also would not expect to order a consumable product and have it delivered expired, since you guys had known of the expiration date it is extremely unprofessional and dangerous to send customers expired products, the right thing to do would have been cancele the order and email us explaining why. Attached below will be the chat message showing even the employees do not know the expiration date. As you can tell at 10:41 PM *** requested that I tell her the expiration date of my product, which would not make any sense if the expiration date was listed on the listing. Also UntilGone is unable to prove that the expiration date was ever on the listing because they took down the listing.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/17/2023

  Our store sells multiple products and no agent is going to be an expert on any single product, in addition, they ask you for the information to confirm that it matches the listing when they check it.  We provided you with a screenshot of the listing showing the expiration date was there and available and was exactly the same as the expiration date on the two previous orders.  In addition, these items were shipped and delivered before the expiration date.  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18688264
  
  I am rejecting this response because:
  

  The expiration date was clearly not visible for even your employees. We have ordered many units before and the expiration was not the same, we first ordered back in November and the expiration date was for November. The product alone requires the consumer to have it before a little more than a month of expiration ad that it is how long it takes to finish the product. We again are requesting we receive a refund as a solution.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/22/2022

  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 have unsubscribed from untilgone multiple times and received confirmation they would unsubsidized me but get multiple emails every day

  Business Response

  Date: 12/23/2022

  Unsubscribing can be done by clicking the unsubscribe link at the footer of any email we send.