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:09/09/2024

  Type:Billing 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.

  I purchased items at the store 9/1/24 . I checked my bank account a few days later there i noticed i was charged twice for the same thing. it is the same charge one right after the other. 55.13 I called the store to speak with Sandy the owner was told she was not in they would leave her a message. Sandy finally returned my call the next day right at 5 pm . I explained the situation to her i offered to show it to her she said she wasn't at the store and there was nothing she could do about it. She told me to dispute it with my bank i said that i had hoped she would do the right thing and refund it because my bank will charge a 30.00 $ fee. She went on that she is a small business and can't afford to refund every time someone has a problem. I offered again to come to the store and show her my bank statement on my phone and the picture i took of the same from my computer. She again stated there was nothing she could do. Personally i feel that is fraud and theft.

  Business Response

  Date: 10/02/2024

  Ms. **** left a message at the store stating that her bank card was charged twice for a purchase made at the store. 

  After reviewing the information and double checking the transaction with our bank and credit card processing company, I learned that on the store's side of the transaction only one charge was made.  I phoned Ms. **** to let her know that our bank/credit card processing company only made one charge on our side.  I told Ms. **** that she would need to contact her bank to dispute the charge. 

  Ms. **** insisted that her bank said it was the fault of Wallace Market and she wanted a credit processed from us.  I tried to explain that making a credit from the store would result in the sale being canceled and that she should dispute the charge with her bank since the error appeared to be on her bank's side.  Ms. **** told me her bank would charge her $30 to dispute the charge.  I told her to go ahead with the dispute and that the store would pay her back for any bank fee due to the charge dispute. All banks I am familiar with do not charge a fee for charge disputes. 

  Ms **** argued that she did not want to dispute the charge, she just wanted a credit.  I reiterated to Ms. **** several times that the store would reimburse her for any bank fees charged to her.  Ms **** could not be satisfied and threatened to go on social media and tell all her friends and family how the store had stolen from her.  I told Ms **** how we appreciated her business and I was trying to help her resolve the situation.  I tried to offer a solution to Ms **** but she would not listen and ended up hanging up on me.     

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I did speak with my bank and they will charge a fee to dispute this.30.00 fee.  Sandy just kept saying not her problem that she can't refund everyone with a problem she is a small business.  Both she and her staff were rude and dismissive.   The amount of money we are discussing is not a huge amount it is the principal  I offered to so her what my bank had i was willing to go to her and show her and allow her to speak to my bank in regards to this .

  If she is not willing to work with me , it makes me wonder how many other people she has pulled this with.   She would not maker herself available for me to speak with her she acting as though she was in a hurry and did not want to be bothered by my complaint. 

   It is obvious that at this point she is not going to make this situation right all she had to do was to see what i was talking about and if she would even offer to refund half the amount made an attempt to make it right but she did not.  
  
  
  Regards,
  
  
  
  ******* ****