Complaints

• Initial Complaint

  09/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had store credit on my account which I had forgotten about from previous return. Subsequently placed 3 orders since that time; that credit was never applied to any of my future orders. Received an email from customer service recently stating I had 1 day to place an order or lose my store credit which belonged to me. I explained the situation to them and Angela and Rebecca essentially told me too bad so sad. I had asked them how that credit should or could have been applied to any previous orders and they did not respond. Very shady business practice.

  Business response

  09/23/2024

  Hello, 

  Thank you for reaching out. 

  We ran a promotion with a store credit for a couple of days, this promotion was available for orders within those 2 days and did not apply to previous orders as it was a promotion. This store credit was not related to any order, return, or refund. We explained this to the customer. 

  Please feel free to reach us in case you need further information. 

  StrapsCo Team. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 straps from strapsco and returned them for a refund. They will not refund my $40.00.

  Business response

  06/24/2024

  Hello, Thank you for reaching out. We received one return *******, this return was refunded on May 24, 2024 Acquirer Reference Number (ARN) *********************** total refund was for $13.59 USD which was the amount paid for the strap. If there's another return we haven't received it or it didn't include the RA number or return name so we were unable to identify it, however, we can recognize returns with the tracking number which can be shared and we will be happy to look into it. Regards,StrapsCo Team

  Customer response

  06/25/2024

  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 included both RA numbers in the returns when I shipped them back. I still have not received my refund. This is borderline harassment, and for whatever reason yall seemed determined to keep my $40.  Regards, **** *******

  Business response

  06/25/2024

  Hello, I checked further about this matter and I can see the customer reached us about this return. We kindly ask for the tracking numbers of the returns and this was his response (screenshot) However, he now says that this is harassments when he was unable to be respectful. We really try our best to help but as our team member mentioned to him, we are unable to process a refund if we can't locate the return. At the moment he refused to provide the return details and now he's acting like we were in the wrong, when it was his lack of manners and cooperation. We want to have this matter resolved so as I mentioned in my previous response this refund was completed. The refund can take up to 10 business days to be reflected, this is up to the bank, we don't have control over this. Thank you!

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase here for three watch straps. They are all being marketed as genuine leather. When I received them, two were stamped/labeled as being genuine leather, one was not. The one not labeled felt like foam. All three of the straps I ordered look vastly different in real life versus the pictures on the website. I contacted the website about returning them for a refund, which they would do but only if I pay for return shipping. They claim they only cover return shipping if there is a mistake which there clearly is, since it is not genuine leather and they are false advertising this, as well as not accurately showing their products on their website. I would like a refund for my order and cover shipping costs in both directions.

  Business response

  06/07/2024

  Hello, Thank you for reaching out. We want to address the concerns regarding the straps ordered. While all three straps are indeed crafted from genuine leather, not all straps explicitly state this. However, rest assured that this material is consistently used across our products. We understand that personal preferences vary and the straps are not to the standard of the customers preference, which is why we're more than willing to accept them back and issue a refund.Regarding color accuracy, the images on our listings may differ slightly due to variations in screen displays, which is why we include this information in the listings. To resolve this matter, we're happy to offer you a refund upon the return of the straps. However, as there are no defects with the items, we're unable to provide a return label.Please let us know if you need anything else from our end. 

  Customer response

  06/17/2024

  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. Just cover this shipping costs and admit fault. The quality of these materials is immensely misrepresented, and the straps look nothing like the pictures online. The stitching looks different, the color is off, and the leather pattern is different. It's not that complicated. It is false advertising on your part.  Regards, *** ********

  Business response

  06/17/2024

  Hello, Thanks again for reaching out. We received a picture from the customer with the return request, as per the picture included the straps received are as shown on our website. I have included the picture as a reference, as well as the link to our website where you can see the straps. The patter of the straps is the same and you can also see in the description of the strap that the color might differ from the picture. ***************************************************************************************************************************************************/Once again, we are more than happy to refund the order once it's returned, however, we are unable to cover the return cost. Please let us know if anything else is needed from our end. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a replacement strap for my ****** *****, and they sent me the wrong item Twice I submitted a form with photo, and twice I submitted an email, with no response. They do not have a customer service number, so that isn't an option. All of this has been within the last 10 days.

  Business response

  02/06/2024

  Good morning, Thank you for contacting us to resolve this matter. We received email from this customer, which we responded to as shown on the attachments. The customer purchased the wrong strap, they purchased one for the ****** ***** 4 which is not the model they have, the ****** they have is the ***** 2 as shown in the attachment 5 as per the customers notes. The return was approved and we are happy to offer an exchange or refund once the item is returned. The item can be returned to the address below, please make sure the RA number is included.Return Authorization Number: *******StrapsCo102 West Service Rd, #514Champlain, NY 12919-4440United StatesPlease let us know if you need anything else from our end. Regards,AngelaStrapsCo

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *****
  
  
  
  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on the 22nd and they have not even took it to the USPS. Today is the 27th. When I placed the order they never sent a confirmation or anything. Just took the money and disappeared.

  Business response

  06/29/2023

  Hello, Thank you for contacting us. This order was received and we sent the confirmation via email, we have also talked to the customer in multiple occasions and he always seems to be unhappy with our company but yet keeps ordering. The order was already shipped out and the tracking has been updated, it will be delivered by July 3rd. **********************************************************************************

  Customer response

  06/29/2023

  Better Business Bureau: The response shows what lairs they are and how they do business. This is the first order ever with them. I have not talked to them not even one time. They are Canadian scammers filled with lies!!!!!!!!!!!!!!!! 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. Regards, ******* ********

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter bought me two ****** watch bands for Christmas 2021, and I contacted Straps Co company in January 2022 telling them that the pins broke off while trying to fit them on the watch. I received no reply - had to write again. Then they sent me pins which were the wrong ones. they resent the correct pants but the watch band still did not fit my watch. I wrote them several times that I had had SIX DIFFERENT people come over and try to get these watch bands on the watch. they could not they sent two other watch bands, which also did not fit. my final email to them, I asked them to take these back and exchange for watch bands for a completely different watch. I got absolutely no reply! so I have four brand new watch bands from them that will not fit my watch, I would like a refund or an exchange for different bands for a totally different watch. I have contacted them at least six different times the last time being about June 1922 or July got no reply please help.

  Business response

  03/13/2023

  Hello,  We tried for over 10 months to find the best solution for this customer, even when the person contacting us was not the same one that placed the order and the customer contacted us after our return window (30 days after the order was delivered). The customer first contacted us because of a broken pin, which we replaced (picture 1) then after 4 months she requested a refund and we offered an exchange due to our return window (picture 3). She accepted our offer for new straps (picture 4) and then she claimed the straps didn't work, we tested them before they were shipped out to avoid any further problems with this customer but we again offered replacements (picture 5) which she denied. Sorry, I couldn't add more pictures to show further communication. After that it was hard to try to help her so we stopped any communication with her since November 15th. Please let us know if you need anything else from our end.  Thank you.  StrapsCo Team

*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. ↩