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:09/14/2023

  Type:Billing 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.

  Ordered product on 8/30/23 order # ****** for $115.30. i received an email stating that the order was delivered. I did not receive it and when I looked at the email I noticed that the street address was correct but the city and state were wrong. I live at **************************************************, ** and the product was sent to *****************************************************. I believe that when I entered my address when ordering it automatically filled in the incorrect city/state. I notified Sallie Tomato and received a e-mail stating that was the address that they had and was it possible that I clicked autofil. It could be possible, but I don't remember clicking autofil. When I asked how they would handle this I was told that I can wait and see if the recipient refused the delivery and sends it back and then they would notify me and invoice me for the shipping. If I needed the product right away they would just charge me another $115.30. I told them I was not satisfied with those options. they respond that they were a small family owned business and were not responsible for Shopify programming or outside human error. I am retired and on fixed income, this was a large expense for me and I find their lack/willingness to correct this error unprofessional and in poor customer service.

  Business Response

  Date: 09/26/2023

  Customer placed an order with our company at 8:43pm on August 30th, 2023. Upon placing the order it appears the customer entered the incorrect shipping address as you can see in attachment 3. With no way for us to know that was the incorrect address they entered, we shipped the order like normal. After the order was already delivered to the incorrectly entered address the customer reached out to us for resolve. We were able to share our policy on returns & exchanges as seen in attachment 1 and 2. Attachment 2 clearly states in our policy that "We are not responsible for misdelivered mail due to wrong address or misdelivery by the mail service of your choice." This is an extremely unfortunate incident and upon becoming aware of the issue on the customer's behalf we started investigating the location of the incorrect address entered by the customer. We tried to find a contact for somebody at the incorrect address to see about getting the product returned and unfortunately had no luck being able to find a contact or even find a number to get ahold of anybody as it was unclear who currently resides at the address incorrectly entered. The customer was then notified that we would wait to see if the person at the incorrect address happened to ship the product back which again unfortunately did not happen. At this point we leaned on our policy, which as earlier mentioned, clearly states our stance on this. Ultimately we are being asked to completely refund or reship $115.30 of merchandise on our dime to resolve a customer's complaint for an error that they made entering their information knowing that, that would be a direct loss to our company. We understand how unfortunate this is and highlights how important it is to ensure you are entering your information correctly. 

  Customer Answer

  Date: 09/28/2023

  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.
  
  [Please type your response here.The incorrect address was automatically  entered by the system Sallie Tomato uses. I believe in customer service, and feel ********************** should provide the product or at the least give me partial store credit
  
  Regards,

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

  Business Response

  Date: 10/06/2023

  The Sallie Tomato System (we use Shopify) does not automatically enter addresses, however, it does suggest addresses that show up as a pop up below where addresses are entered. It is possible once the pop up came up the incorrect address could have been clicked or selected causing the incorrect address to appear on the order. Please see attachments which show the suggested addresses. The attachments show as the address is typed the system initially suggests the ************** address and the other attachment shows as you type more of the address in it suggests the ************ address. 

  After consideration of this occurrence we decided to reach out to the customer via phone call. A voicemail was left with the customer asking if they would be open to discuss over the phone and find resolve through discussion. Customer agreed and returned our call to discuss. We explained our position as a company to ensure the customer understood our stance and why and we also listened to the customer to hear their stance and understand their frustration. We asked the customer what they would accept as resolve to this and they stated a form of store credit. Through discussion we came to agreement with the customer to meet directly in the middle of the cost and offer that value in store credit. The customer confirmed they would consider this resolved so long as that happens. Sallie Tomato agreed as well that this would resolve this for us as well. A store credit for half the amount of the cost was issued on 10/5/2023. Please see attachment.

  Customer was notified we would still need to respond the this rejection following this in order to continue on getting this resolved in the BBB system. As of this response on 10/6/2023 this issue on both parties was verbally confirmed as resolved.

  Customer Answer

  Date: 10/06/2023

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