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:08/25/2023

  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.

  My order was never received from the shipper. ******* and courier have claimed the package was signed for yet no one was home to sign and nothing was left on my porch. The shipper is refusing to refund me or replace the product that was never received. If something small I wouldnt even bother but this is a $2700 purchase.

  

  Business Response

  Date: 09/05/2023

  Thank you for the chance to respond to this complaint. The customer has already attached the proof from there side that the product was sent and delivered. This was done with two screen shots of the original order, the date it was fulfilled and the FED Ex tracking number. The customer used Affirm to finance the purchase. So CanineP4 received payment for this order from Affirm as part of the customer request to finance the system with their company. As a normal business practice (to help eliminate Freud which has become common) CanineP4 ships all high dollar systems ***** with signature required for deliver. The customer has claimed that they did not receive the system but we have a signed proof of delivery on file and attached to this conversation. The customer sent in a charge back to Affirm (the financing company) for the amount of $2700 (the cost of their order) because they claimed they did not receive the shipment. CanineP4 was contacted by Affirm letting us know that a charge back was being presented to them for a customer refund. CanineP4 sent Affirm all the same data from ***** confirming that the system was delivered to the correct customer address including the ***** of delivery signature that was required for deliver to be completed. With this data (the same data I am sending you here) ****** denied the charge back. CanineP4 has no control over what the finance company will do. They are the finial say on if the chargeback money is returned or not. In good faith we have talked to the customer several times to help them understand what had happened. We suggested that they talk to their ***** driver since he was the one that took the signature. They continue to insist that CanineP4 is responsible but as you can see we have all the data and proof that the system was delivered, the customer signed for it, and Affirm the finance company has rejected their request of a refund. Thank you for your time and consideration in this very important matter. 

  Customer Answer

  Date: 09/05/2023

  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.
  
  I have followed the advice of the sender and contacted ***** numerous times to resolve the issue of non-delivery. ***** has informed me there is nothing I can do as the sender is the one who has to resolve this with ***** it is under their account not mine. If I was able to resolve through ***** I would. But I have been turned away multiple times now saying the shipper needs to reach out for a resolution. And yes Affirm rejected my claim as they are just the finance company and they have no say in delivery issues. The proof of delivery has no proof. No one was home at the time of delivery and ***** says I signed for it which wasnt possible as I was at work. The shipper has not provided a copy of the claimed signature either. I have a security camera on my house and no package was delivered. Thank you for your time in helping resolve this matter. Had it been a small purchase I would not bother waisting any of our times. But this is a rather large purchase to have to pay for when I never received the product. 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 09/08/2023

  In good faith with our customers CanineP4 has in fact done all we can with ***** to get this situation resolved. As shown in the attached file CanineP4 did contact ***** and sent in a claim for the package the customer is talking about (please note the date of this claim report 7/27/23). This was done per the customers request. As you can see by the attached notification from ***** the claim from CanineP4 on this package came back from ***** as "Denied" for the reason that the claim report shows (Via *****) that the package was delivered and a ************************ Met". With this claim report from ***** I have also attached the "Signature Proof" that was provided by ***** telling us the package was in fact delivered and that ***** in fact has a signature on file for the delivery. In good faith CanineP4 has done all we can and the proof all shows that the package was delivered and signed for by the customer. All shipments for high value products from CanineP4 are shipped ***** with signature required due to the higher level of friendly fraud we see every month. The requirement for a signature on delivery is displayed to the customer at check out and is displayed in the ordering process. I have attached the image of the order summary from the order in question. The customer had this order summary provided to them at check out with the tracking number and states clearly under "confirmation" that an "Adult Signature Required". I thank you for your time and if we can do anything else please let us know.