Complaints

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  .date of transaction on mar 21, 2024 .purchase amount $379.52 .big jeff audio committed to provide a new massive audio hippoxl152 subwoofer..the nature of the dispute is that the subwoofer big jeff audio sent me had 3 major flaws the 1st flaw is it has coil tick, the 2nd flaw is there are multiple screws that are striped on the top of the screws, and the 3rd flaw is that on the back of the motor there are 4 really big and deep gouges. I have tried to work with them on getting this problem solved and as of what I can tell they are trying to make it out to being a warranty issue and they are trying to tell me I need to go through massive audio to get it fixed. This has nothing to do with a warranty this had to do with they gave a bad product and I want my money back and a label to return the subwoofer and they are refusing to do so. and as a side note I have talked with several people abut this and 1 is a alpha massive audio dealer and they all have had very negative thinks to say about the big jeff audio. I do not know if this is the case but I think they might be selling used and or rejected subwoofers and saying they are new when they are refurbished or rejects..

  Customer response

  04/19/2024

  Big jeff audio has Refund the money.

  Customer response

  04/19/2024

  Yes I am sorry I thought big jeff audio sent me the refund but they did not. It was Paypal Showing the dispute of $379.

  They have 2 months to respond. 

  As of now they have not given me the refund.  

  Customer response

  04/22/2024

  No . The $379.52 money has not been refunded .

  Business response

  04/23/2024

  *********************************** contacted Big Jeff Audio on 4/15/24 to advise that the Massive Audio subwoofer he ordered from us is not working properly. He advised us that the subwoofer was making a ticking noise .  We suggested to the customer that he contact the manufacturer as he should have a one-year protection warranty with them directly. This is the same subwoofer he has purchased from other companies and had similar experiences. After the customer contacted the manufacturer, the manufacturer gave him the option to send back the subwoofer which would include a shipping fee. He contacted us again on 4/16/24 and stated he did not want to pay to ship to return the subwoofer to the manufacturer and we provided him with the following options: Open an RA claim with us for a full evaluation, or a second option of purchasing a replacement subwoofer at a 50% off discounted price. The customer did not want to move forward with either option and stated that he did not want to pay for shipping to ship the subwoofer back to the manufacture or back to us. It is our policy and the policy of Massive Audio that the buyer pays to ship if there is a warrantee claim. The customer filed a PayPal claim and PayPal processed a refund to the customer. 

  Customer response

  04/23/2024

   
  Complaint: 21594726
  
  I am rejecting this response because:

  Ok so when I received the subwoofer I did not get to opining the box and check it out for about 2 weeks or so. When I did open the box I contacted big jeff audio about the situation and after a few days they eventually came up with what they call a solution which they have stated.

  Big jeff audio is trying to claim this as under a warranty and that I can pay $80 to have it shipped and get another 1 for 50% off through massive audio. Well 1st off I am not going through this under warranty because the subwoofer is bad straight out of the box. I did not do anything to it to make it a bad subwoofer. And what kind of business makes the customer pay for the shipping to return an item that they got sent that was bad. The customer should not be paying for the sellers mistake. 

  Also I just finely got a response today on 4/23/2024 at 2:51pm from massive audio saying that they do not have the same subwoofer (hippoxl152) but they do have the (hippoxl152R) that they would sell me for $429.98 plus I pay shipping and then I would have to pay shipping to send them the bad subwoofer.  OK so this is 1 messed up offer.  So I pay $379 for the 1st subwoofer that is no good plus $429.98 for another subwoofer and pay $80 for shipping the new subwoofer and $80 for shipping the bad subwoofer. = over $969 I would have to pay all together for another subwoofer that the retail value is $514.49. WOW

  Can you see what these people are trying to do? there trying to get me to pay even more money. This is clearly a gaslighting narcissistic business trick that I am not going to fall for.

  OK and here is another trick Big jeff audio is trying to pole ,mentioning the subwoofer I bought through unbeatablesails on amazon to distract you from themselves . The subwoofer I bought through unbeatablesails on amazon has NOTHING to do with Big jeff audio and what is going on here. But I would like to mention that unbeatablesails sent me a refund and a return label through UPS.

  Last thing,  as you can see in the new file I uploaded to the attachments is that PayPal  temporarily refunded the $379. Big jeff audio has not sent a refund.

  from PayPal = Please note the credit amount of $379.52 can be reversed if we receive information that shows no billing error
  occurred. We will notify you in writing if this occurs. If we do not receive such information within two billing
  statements from the dispute date, the dispute will be approved and the credit will be final. This does not
  change any contract or agreement that you have entered into with the merchant(s).

  So as I have said before Big Jeff Audio needs to do the right thing and refund the money. And If they want the subwoofer back then send me a paid for shipping label so I can give the subwoofer back.

   

  Sincerely,

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

  Business response

  04/24/2024

  If the customer returns the subwoofer to **********************, we will provide the customer with a refund as previously offered this is in line with what our policy states.

  Customer response

  04/24/2024

  Not that this has anything to do with big jeff audio and what they are trying to do. but since he Mentioned it . here is the Proof that Unbeatable sales on Amazon sent me A return label When they gave me the refund . 

  Thanks *******************************;

  Customer response

  04/24/2024

   
  Complaint: 21594726
  
  Yes I would like to return the subwoofer and get the refund. I need a paid for shipping label to return the subwoofer to big jeff audio. The customer should not have to pay to return an item that was bad. If big jeff audio could just please do the right thing and just send me a paid for return label and refund the money so this can just be over with.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This happened on 2-17-24 I ordered 4 items from big Jeff audio off of **** which was at a good price for what it was and they ended up sending me a message saying they needed more payment to be able to fulfill my order through an invoice off of **** and through my email, they had the price set at $44.## per set of items and then after purchasing them they sent that message and said they needed another $15#.## to complete the order otherwise they would just cancel the order which is what ended up happening.

  Business response

  02/22/2024

  Good morning, over the weekend of the 17th of February, there was a software glitch on our **** account while turning on our tax time sales.

  Unbeknownst to us, the item this customer purchased was set at an exponentially lower price than what it was intended to be. Once we were made aware of the issue, we reached out to the **** platform to let them know of the dilemma and receive input on how to deal with the error that took place and what would be acceptable for us to do. Once we received confirmation, we reached out to the customer to apologize for this inconvenience and error for us not being able to sell this item for what it was priced. We gave the customer the correct price in which it was listed and offered 10% off of the sale price additionally for the inconvenience.

  The customer stated that he wanted the item at the price listed in error and would take it up with **** and file a BBB complaint if the item is not sold at that price.

  Once again, we consulted **** and they stated that we were not obligated to sell at the glitched price and that the sale was not legally binding due to this being a sale price and not an auction. **** stated that we would be able to cancel the order on our end if we cannot fulfil this order since we could not work out the order with the customer. If you check the attached photos from the customer and the photo we attached as well, this customer was fully refunded the amount paid for the **** order. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a avatar stu-**** d2 subwoofer from big jeff audio . They sent me a defective or wrong labeled subwoofer that says it's a duel 2ohm subwoofer but when you test it clearly says it's a duel 1ohm . I contacted them and told them situation and filled out the rma return information that they ask me to do . At this time I've never heard from them about anything. The last time they message was over a week ago . I've tried contacting them and they just ignore as if the $307.00 I payed isn't important enough. I'm out my money and have a subwoofer I can't use and a company that doesn't seem to replace my subwoofer or anything. This subwoofer they sent me has made my amp over work causing it to overheat and I'm sure it's caused damaged witch will cause even more money . They to compensate me for my subwoofer and amplifer that was damaged by them and there manufacturer.

  Business response

  01/11/2024

  Hello, this customer reached out to us initially stating we sent him the wrong item. After looking at the photos that the customer sent, we determined that the item was correct. This customer has had this item since 11/29/23 and contacted us on 12/31/23 stating it does not work properly.

  As you can see in the attachments, we allow returns that are unopened and unused for 14 days. Anything used or outside of those 14 days constitutes as a warranty. We approved the customers return request and sent him an email letting him know the return address, the customer then wrote us again stating he has not heard from anyone. I then wrote the customer and let him know an email was sent to him with instructions in which he eventually replied and was unhappy that he had to pay for shipping. Our policy states that if an item is defective on arrival then we will cover shipping costs. However, this customer has had this item for over a month before stating there was an issue with it. In this case, we would not cover any shipping costs back to us due to the time frame and the less likely chance to prove that this item was defective as soon as the customer received it. This is stated in the policy on our website, before a customer is to fill out a return request. 

   

  As you can also see from the correspondence, that this customer stated that everything was working fine at first until an issue arrived. If an item was defective on arrival, this item would have not worked in the beginning. 

  Customer response

  01/11/2024

   
  Complaint: 21112411
  
  I am rejecting this response because: The item was a Christmas gift and I first contacted them in December at that time the item was only open for a maximum 5 days ! 

  The item also has caused thermal problems with my amplifier and they want me to pay more then I paid for the item to ship back there faulty product . Place seems like a scam to me.
  
  Sincerely,
  
  *******************

  Business response

  01/12/2024

  Good morning, this customer did not state any of this in any email correspondence. The customer wrote in on 12/31/23 stating they just purchased the subwoofer. Which the purchase was done on 11/26/23 and delivered on 11/29/23. 

  The customer then wrote us a month later stating we sent him the wrong subwoofer. I asked for photos of the box, in which I let the customer know the box states we sent the subwoofer that he ordered. The customer then said "correct" which is confirmation that he can see from the box the subwoofer is in and that the correct subwoofer was sent.

  If you look at the attachments, the customer then followed up and stated that the subwoofer worked at first. Which conflicts with the claim that the subwoofer was defective on arrival.

  And according to our policy, we only cover the cost of shipping if the item is defective on arrival. Which a message directly from the customer states that the subwoofer worked. 

  We have accepted the return from the customer, but he would need to pay for shipping. 

  Customer response

  01/13/2024

   
  Complaint: 21112411
  
  I am rejecting this response because: I never said I purchased the subwoofer on 12/31/2023 and second I never said the subwoofer did not work i simply said the subwoofer was defective because it doesn't test 2ohm on each voice coil , it test as 1ohm on each voice coil in witch it is impossible for me to just make that up and the subwoofer even has there serial numbers on the basket !

  They want me to pay more than I paid for the subwoofer to ship it back so they can claim it under warranty I should not have to pay to ship it back when they sold me the defective product.  I should not have to worry about if they ship me the correct product or not after all they are supposed to be professional at there job . If you can't guarantee the customer the correct product then you shouldnt advertise the product if you don't even know what it is . This is a learning ******* don't buy from a small unprofessional business.  Specially one that doesn't care if they sent you a broken product.  And for the record the product arrived on the 29th of November it was a Christmas gift that's why it was on sale on Black Friday ! Obviously they have this problem with there products that's why they are afraid to honor their products because they have to many problems with them.

  Terrible customer service and advertisement of products , I wouldn't doubt for a second they sold me a refurbished or open boxed product the way they treat there customers!
  
  Sincerely,
  
  *******************

  Business response

  01/16/2024

  Good morning,

  This customer initially wrote in stating we sent them the wrong item, after confirmation from the customer that we sent the correct item. He then went on to say that the item is defective and is reading at a different ohm. It was then said by the customer that the subwoofer was in good condition, and in the BBB claim he stated that he never said it didn't work but messages from the customers state that it is defective when he received it.

   

  From the messages provided, the customer did not state that he did not install in until a few days before Christmas, that was only stated in the BBB claim.

  We cannot determine that this item wasn't installed in the month that the customer had it, he never disclosed that information until a claim was made. At this time, his return was approved and he would have to pay the cost of shipping to return the item as it states in our policy. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Black Friday I purchase the subwoofer from Big Jeff audio I had them ship it to my address they received a call today the package was delivered saying it was delivered to the wrong address and then they got a call back again saying that someone with my identity picked it up well I don't have an identity like identification card I don't have a driver's license I don't have a state ID the big Jeff audio will not give me their phone number who called them they won't make it right with the shipping details they won't give me my money back I didn't get the product the people are speaking to are lying and they won't even work with me $300 down the drain for no reason

  Business response

  12/04/2023

  This customer ordered on 11/23/2023 after business hours, on 11/24/23 when our business opened for that day, Mr* **** sent us an email stating that he entered the wrong address and would like it changed to the address he is providing in his email. We moved forward with the address change for the customer, and he thanked us.This package was then delivered on Monday, 11/27/2023, and we were contacted by the owners of the house that Mr* **** had given us, just to inform us that they do not know who Mr* **** is, but he is welcome to come receive his package.
  On 11/27/2023, Mr* **** returned our call and we let him know that he can go to the address he provided and pick up his package.
  On 11/28/2023, we called the owners of the house to follow up, Mr. ***** stated that Mr* **** did indeed pick up his package, they asked him to show his ID in which they matched it to the name on the package.
  We then talked to Mr* **** and he stated that he did not go and pick up the package. We told Mr* ****, that Mr. ***** stated a “Clyde Devin Horn” came and received the package. Clyde confirmed that was his middle name, in which his middle name was not labeled on the shipping box, so it is assumed that his name was read off of his Government ID.
  Mr* **** then went on to ask for used product instead of the item that he considers “stolen” so he can do google reviews for us. We also confirmed with Mr* ****, that he did not purchase the shipping warranty offered.

   

  Business response

  12/05/2023

  Good morning,

  This customer is stating that they have an ongoing issue with the address, however, the customer himself, which his account has both his email and phone number listed, is the one that contacted us to change his shipping address to be shipped to the same place he is stating is fraudulent.

  This customer emailed us twice, to get his address changed to the address that this package was delivered to and is now stating that we are not helping him with his package because we delivered to the address he provided.

  At this time, this package was successfully delivered to the address that the customer that purchased this item provided. At this time, there would be nothing else to do.

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I didn't receive my package. I did request the package to be sent to that address but the person who the company spoke to doesn't even live there the house has multiple residents I don't know who why where or what happened to the package, I know I didn't receive it, now i would gladly take any open box or scratch and dent item in the show of good faith I'm willing to compromise to work this out I feel that's the right thing to do. The company and I have both done our parts but sometimes in this crazy world we gotta play the hands were dealt, i chose Big Jeff audio to purchase oroduct from and will continue further business with insurance to my actual residence where it's safe I hope we can work this out.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday 9/9/23 I purchased an item and paid 18.39 for 1 business day shipping. Monday 9/11/23 I called to check on the order status because I had to have the product no later than Tuesday. I was told by Mindy that the shipping I paid for was 3-5 days and that to get it next day I had to pay $24.91. I thought I chose the wrong shipping initially, so I paid the invoice she sent me for $24.91. After I got out of work, I went back and checked their website and the shipping I paid for was 1 business day. Tuesday 9/12/23 8:05am I called and spoke with Mindy. I told her that I verified that their website said 1 business day is what I paid for and I needed to be refunded because I paid shipping twice for one product. She said that it’s not 1 business day and that is just an estimate so they won’t issue me a refund. I explained that nowhere does it say “estimate” and that is false advertising if it says one thing on their website but she’s telling me that is not true. She refused to give me a refund and repeated that it’s just an estimate. The $24.91 that she charged me the second time for shipping isn’t even listed on their site as an option. I don’t know what they’re trying to pull but I need to be refunded either the $18.39 or the $24.91. They need to put correct information on their website and stop misleading customers.

  Business response

  09/13/2023

  Good morning,

   

  This customer initially called in stating that they needed this item by a certain date and that they paid for ***** Overnight. As you can see in the screenshot above, the customer paid $18.39 for ***** Ground Home Delivery, which estimates 1-5 business days. Our website gives an estimate on location, and since this customer is in the same state, only an hour away, it estimated 1 business day. Which is only an estimate as we told the customer. ***** Home Delivery is not a guaranteed 1 business day delivery, the only one that is guaranteed 1 day is ***** Overnight. The cost for ***** Overnight as you can see in the attachment, when I create a draft order for this customer, the cost is $43.30. The difference between the ***** Overnight price and the price the customer paid is $24.91, which we told the customer what the cost was and that we cannot guarantee ***** Home Delivery will be 1 day, but if they do not want to pay extra, then it could possibly be there in 1 day.

  The customer decided to pay the $24.91 for ***** Overnight. And as you can see from their ***** Overnight tracking # ************, it was delivered the next day. 

  Customer response

  09/14/2023

  
  Complaint: ********
  I am rejecting this response because: You didn’t address anything I previously said about your $43.30 for shipping that isn’t listed anywhere on your site. Do you wanna explain that? I am not going to retype everything I already said. You charged me for one thing and then said no that’s not what I paid for. I want a refund for a portion of my shipping because your site says “1 business day” not the 1 to 5 estimate that you are claiming. Stop pretending that your site says the same thing you are telling me. It does not.
  
  Sincerely,
  
  ***** ******

  Business response

  09/14/2023

  Good morning,

  In any of these responses, we did not claim that our website said 1 to 5 business days. We stated it gives an estimate based on Location. Typically, if you enter in a Florda shipping address to a company located in Florida is estimates 1 business day. As stated, the 1 to 5 days come directly from the ***** site. ***** Home Delivery is 1 TO 5 business days. ***** Overnight is a guaranteed 1 business day delivery. We shipped out this package ***** Overnight. We would not be refunding due to use shipping out with the carrier at the price quote we gave.

  If the customer did not upgrade to Overnight shipping then they would not have had to pay anything additional. Again, that was a decision made by the customer. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a joke and a scam. After placing an order I was told the item wasn't in stock. Ordered a different item to be told again the following day it also wasn't. I then ordered directly through the company of the items i wanted because they had it. Big Jeff Audio then said it was in stock and it was a different item that could be switched out. Told th3m I had already ordered directly from the other company. Told them to cancel order and they said too late it's on the truck. Then another person said it hasn't left yet and I could cancel. So thats what i asked for. Without any communication I recieved notification later that it did ship. Now they won't take back the items that I have not even taken out of the box without me paying shipping to return and only giving me in store credit! I have no use for the items or the in store credit so I am screwed wither way!! This is the absolute worst company to try and deal with!! Their communication is absolute garbage. Different stories from different people. All I want is to return and get a refund and never have to deal with this company again! I did file with ****** so hopefully they can help me.

  Business response

  08/25/2023

  This customer was contacted due to us being out of stock of an item.

  The customer then agreed to the alternative item of the same price and his order was shipped out.

  During shipping, the customer called in stating that he reordered elsewhere and to see if we could cancel. We informed the customer that the item was already packaged and has left the building, so it would have been too late to cancel the order but he was welcome to do a return.

  The customer filed a return, but upon reading our policy, he did not like that he had to pay return shipping and that it was for a store credit. We informed the customer that our website does carry that policy and it has been set in stone for the previous 5+ years. 

  Customer response

  08/25/2023

  
  Complaint* ********
  
  I am rejecting this response because: once again lying through their teeth. Can pick and choose what they want from conversations but over the phone was told I could cancel the order. Hence why I placed order through another company because not only was the original item not in stock but also the next item as a substitute and also a 3rd item. In fact after ordering through the manufacturer and called back to cancel order was told by big jeff audio that ds18 was lying and didn't have the item either and wouldn't get shipped out. Called ds18 back and even they said big jeff audio was lying as they had hundreds of them and would ship it that day for me. So as far as I can tell big jeff audio is good for lying. Was also told I could cancel order if I called back within 10 minutes to confirm with ds18 they had the products and could ship. Called back within 2 and told they sent it but I could return and get refund. Then when I tried that they said they could only give in store credit and I had to pay shipping. Why should I have to pay more for something I didn't want in the first place. After several conversations they said they would talk to supervisor/owner and get back to me. As usual I never hear anything back and have to contact them again. Same response. Only in store credit and pay for return. I doubt they even talked to a supervisor. Just waited out the 14 day return policy. Also was never once told about the 5+year bs. Again just another lie. And who would have thought to look at return policy when an order was supposed to have been canceled. These people are liars and crooks. Customer service is non existent. At this point its just the principal of it all as I was able to sell the items and get my money back anyway. It's the fact that they so this to someone and think it's ok.  I'm just putting out my experience so other people may be warned.. just as I would have done if it was a good experience. 
  
  Sincerely,
  
  ***** *********

  Business response

  08/29/2023

  Good afternoon,

   

  This customer was first contacted due to us not having an item he ordered. He agreed to a separate item and we told him it would ship out today.

  The customer called back later stating he had already ordered with someone else and to cancel the order. He was told, by the supervisor directly, that they would see if this was able to be cancelled due to his order already being sent out to the warehouse and that we would let him know.

  A few moments later, the customer called back again to double check and was told that it was too late to cancel per the supervisor. He then asked about a restocking fee, and as you can see from the messages, he never asked about a refund.

  We told the customer to put in a return request, which he did, and on the same page, before you get the form, is the policy for our returns which clearly states that we do not offer refunds. We offer store credits and we also do not pay for the cost of shipping. 

  This customer was told multiple times in messages that there is no refund to send. This would just be a store credit.

  At this point, the customer scrolled through the returns page without reading the policy, which is no fault of ours. 

  We informed the customer of the policy as you can see, on multiple occasions. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On june 2nd of 2023, I made a purchase for a battery for $717.31. On date of delivery my package was mishandled and delivered too and signed by a “M. D****”. On this order I purchased shipping insurance. I was redirected to their warranty company by the name of guardia one. After first contact, they collected all information needed to help replace the item. From there I received no information until I called back to guardia one 2 weeks later stating that they have already shipped out another item. Item stated that it was delivered approximately 4 days after I total contact. I asked as to why wasn’t I informed about reshipment. No answer was given. At this point of this call I was told that big Jeff online no longer utilized the services of guardia one for shipping warranty and that I needed to contacted the seller again. I reached back out to big Jeff online once again, I was give. The run around for 2 weeks, stating that the shipping manager was not available. As of today, they are refusing to help refund this order because they feel as if the post office is responsible. I asked if they placed insurance on this “second package” sent out and was told no. I’ve filled out a police report to support this issue but the company has yet to give a proper solution.

  Business response

  08/25/2023

  ****** ***** placed an online order and claimed it was not received although the *** ** tracking number ************ for the order shows that the package was signed for on 6/5/2023.

  On 6/6/2023, as a courtesy, we had Mr. ***** make a claim through the shipping warranty that he purchased, we then reshipped him a new item.

  The customer called in asking for the tracking information of the new battery that we shipped out, which was sent to him 7/21.

  Mr. ***** then contacted us again stating that he did not receive the second battery we shipped out that was with a new carrier, with USPS tracking number ***********************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 28, 2022, I ordered two XS Power Lithium Battery from Big Jeff Online. While the order was in transit I recognized I order the incorrect model. I immediately contact the merchant and was instructed to submit an RMA request form on their site. I proceed with the submission of the RMA form and promptly sent the order back to the vendor within 14 days return period. The order was never removed from the original packaging. The merchant emailed me today confirming my return had been processed successfully and that I would be issued a store credit. I informed the merchant I would like to receive a refund back to the original form of payment. The merchant then informed me that they do not offer refunds which is completely contrary to the stated refund policy on their website. As a result, the merchant is withholding $1359.90 in funds. I've repeatedly expressed to the merchant I have zero interest in receiving a store credit but to no avail. I've attached the refund policy from the merchant's website. Please note there is no mention of store credit only as a refund method. In closing, the fact that I returned both orders back to the merchant (new and unopened) and now have been informed I'm not entitled to my funds is unsettling. I certainly hope BBB can interject here and bring this matter to a resolution. Order Submission Date: 4/28/22 Order Numbers: BJ7224 BJ7225 Order Tracking Numbers: 1Z59E3A34205454396 (Order # BJ7224) 1Z59E3A34215847818 (Order #BJ7225) Order Total: $1460.36 Order Return Tracking Number: 7767 5103 3977

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/12) */ This customer is correct in everything he has said. The issue is he has already started PayPal claim before we have even have had a chance to process all of this.. originally on our website it says no refunds store credit only and he found a back page somewhere that said we would refund less 20%. Either way by the time he brought that policy to our attention he already made a PayPal claim which was 2 days ago and now a claim with you. His order was delivered April 30th 12 days ago and told us he ordered wrong item and open a return request next day, we approved return request and got the items back a few days ago and before we have had anytime to process this, mr Goode has maid his claims. I am not sure if he thinks all of this should happen overnight, but like I said before we were even able to process return here opened PayPal claim and now this claim. As we tried telling him we have no intention on not refunding his money. But as you can see with in 7 days he keeps opening up another issue for us to properly deal with. When we get returns back, we have to process them, that means open them test them. There is a process and being that we process over 10,000 orders a month and have several hundred returns a month, they do take a few days to go though. I am sorry her ordered wrong items, and I am sorry he would like us to process everything overnight and I am sorry that before we even get chance to do so, he opens other cases that we have to respond and deal with before his return was delivered last week on 5-4 in the afternoon and was not even processed yet, my team according to our posted return policy says we will issue a credit.. Mr goode, didn't want that, he did find a back page on our site that states we will refund minus 20% which we were not aware this even existed, and we were going to honor that. In final note, we will be issuing his refund with PayPal by the 19th as per PayPal policy Consumer Response /* (3000, 8, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The notion that I opened case with PayPal and BBB before Big Jeff had an opportunity to process return is inaccurate. Big Jeff received merchandise I returned on Wednesday, 5/4/2022 at 2:41 pm. On 5/9/2022 at 3:00 pm, Big Jeff sent me two redeemable voucher codes, each in the amount of $679.95. The issuance of the voucher code is confirmation they had officially processed return. Immediately after receiving voucher codes, I sent multiple emails and called Big Jeff but with each response I was informed refunds are not allowed. Only after multiple interactions with Big Jeff is when I raised PayPal and BBB complaints. At this point I am exhausted with exchanging words with owner. There are other businesses only that avoid shady business parties so I will be avoiding this company entirely moving forward. As a customer I frankly could care less about your volume of orders each month. I am only concerned with my return and experience which has been less than stellar. In closing, your phone call to me yesterday was the epitome of unprofessionalism. At this point, please expedite my refund so I can put this awful experience behind me. Business Response /* (4000, 10, 2022/05/16) */ We have refunded our customer quicker than the original date of 5/19 attached are screen shots form PayPal of both refunds for the batteries that were returned. Like we said prior message, we in no way were planning to not refund his money, but there is a process that we have to do any type of refund, and when Kerry opened claim in PayPal , then left negative reviews and finally a case with BBB all it does is slow down the process. We continue to do good business here at big jeff online inc and we will continue to try to make good with every customer we have. Consumer Response /* (2000, 13, 2022/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Incident can be closed. Merchant issued refund.

*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. ↩