Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order on 10/23 for some sneakers (New Balance 1906 Utility "**** Oak" in a size 9. I received the package on 10/30 and immediately noticed that the package had been tampered with, after opening the package I noticed that the sneakers had been removed from inside the box. I immediately reported the issue to the seller and was advised that I needed to contact the carrier, in this case **** explain the situation and file a claim.I filed the claim with *** and after a few days I followed up with the seller as *** advised that the claim payment would be mailed to the sender. Upon contacting the seller and asking about the status of the claim, I was told that they had provided all the documents that *** requested and that they were not responsible for issuing a refund, that *** would be sending me a check directly.On 11/12 I received email confirmation from *** confirming that the claim had been paid. I waited a few days and followed up with the seller, who insisted that they had received nothing as far as the claim payment was concerned and once again insisted that they were not responsible for issuing a refund, that *** would be mailing me a check directly. I believe i waited a day or two and reached out to **** I requested that they confirm whether the claim payment had been sent out to the sender and confirmed that it was sent and already delivered to the seller. I immediately contacted the seller, and they hung up after identifying who i was; I made several attempts and was not able to reach anyone at the store, they ignored the follow up calls I made after the owner hung up on me. I have waited long enough for the seller to do the right thing which is to issue the refund, and it is clear that the seller has no intention of doing so.

  Business response

  12/16/2024

  This response was taken verbally by BBB:

  We advised the customer to file a claim with *** and allow them to do their process, unfortunately when *** does refunds it would normally go directly to the consumer but for some reason they sent it to us. When we received the check we immediately refunded him in full via the credit card he used when purchasing with us.

  Customer response

  12/16/2024

   
  Complaint: 22604332
  
  I am rejecting this response because the company is lying, it wasnt until I left a negative review in yelp, filed a claim with ******** and filed this report that the company did the right thing and immediately issued the refund. 

  Sincerely,
  
  **** ******

*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. ↩