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:08/01/2023

  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.

  On April 26, 2023 I placed one order for a pair of frames from Gift works online. It was strange as when I hit enter to place the order the screen did not change so I hit enter again and it came up that I had placed two orders. I called immediately to cancel the second one as I was billed twice, once for $43.90 and again for $47.50. Since then I have called more than 12 times as noted on the Gift Works #2 scan and finally received the frames June 12, 2023. As you can see in the notes I have made multiple calls and have still not received my refund for $47.50.I talked to **** and ****** many times. I want my $47.50 refunded.

  Business Response

  Date: 08/04/2023

  Our back office is showing this order as refunded.  I have attached the page from the website as well as the credit memo from our back office.  I spoke with *****'s husband, **** many times and assured him I had done this for them, which I had, back in June, as you can see from the attachments.  Our refunds would show ** in a bank account as coming from Studio Select, not GiftWorks Plus, this was also told to ****************.

  Customer Answer

  Date: 08/07/2023

  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

  The card referenced in Studio Selects response ending in **** is not a valid card as the bank closed and reissued because of a breach.  Attached is the bank deposits from that account from April 2023- July 2023. As you can see no deposits of $47.50 have been made into that account from anyone. I suggest Studio Selects or Gift Works check their bank account and they will find that the credit memo did not continue to the bank. Approximately July 7 my husband **** gave **** another card number to use ending in **** which was not done.
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/08/2023

  I have provided proof that I entered the credits more than once on my end in our website's back office.  I can't charge back to a card that is not connected to the order, as I have tried that for this customer as well. The third-party ****** that is used on our website hides all but the last 4 digits of the card number from us, so we can't process a credit any other way. My last resort is to send a check for the $47.50, as the customer's telling us now, that the card used is no longer valid.  It is not, nor ever was our intention to not return her mistakenly placed order payment.  I spoke with her husband many times and was doing everything I thought was at my disposal at the time.  Since their accounts have changed, I will send a paper check to the address provided on the order once I receive confirmation from customer that this is agreeable.  Thank you