Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for "CHOICE PRIVILEGE" pens for 2 cases and "HOUSEKEEPING DOOR HANGER" for 2 cases on 11/14/2024. On 11/18/2024 when I received my order it was both items are incorrect instead of Choice Privilege pens you have sent "ECONO LODGE" pens and instead of door hanger they sent in "ROOM CONDITION CARDS". I called them everyday since 11/18/2024 and left numerous voicemails but no callback. I emailed them on 11/18/2024 no response yet. I have started online chat on their website and no response for 120 minutes of waiting. All I need is correct items of what I ordered. .

  Business response

  11/25/2024

  Good morning! I apologize that there is so much trouble. Although it is no excuse, we were without our servers and phones on Monday and Tuesday and spotty service until Friday. We had sent some emails which are attached. They were sent to different email addresses - *************************** and ********************************* * The person that monitors the website chat did not let us know about the door hangers. We will get that rectified today. The correct pens were sent out on 11/20 and were delivered on 11/22. I will be reaching out to him today concerning the door hangers. 

   

  Thank you.

   

  Dawn R***

  CSR

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased hotel signs in January 2024. Then I had to file a fraud alert with my bank for a few unauthorized transactions, I did not recognize the purchase from SB so I listed it as well. the payment was made but put on hold pending an investigation by my bank. Andy H****** contacted me and told me that my payment was rejected (it wasn't, just on hold). He asked if I could pay a different way and I explained the confusion and fraud alert on my account, he understood or at least said he did. I paid with a different card and told him that when my bank contacts them for SB just to let the money go back, he said it wouldn't be a problem. So on January 16, 2024 my bank transferred $111.50 to SB and put it on hold. On February 6, 2024 I paid an additional $111.50 to SB per Andy's request. On March 14, 2024 my bank lifted the hold of the first $111.50 to SB because SB did not honor what Andy said about returning the funds when my bank contacted them, now SB has $223.00 of my money for $115.00 worth of product. I am owed $111.50 of refund. I have spoken to them numerous times trying to resolve this issue. If I call from the hotel or my cell phone they never answer or i will get voice mail that is full, so I have to result to using a borrowed phone just to get through to hear the same issues that they never received the money when I have proof from my bank that they did.

  Business response

  05/17/2024

  A full refund of $111.50 was processed for *** ******** on May 16, 2024.

  We sincerely apologize for *** ********** difficulty in contacting our office. Our company online payment platform informed us of the payment issue on May 6. That same day our company began executing a transition & move to a new office & warehouse facility. We had temporary lack of access to phone service & communication channels as a result.

  We are sorry for any inconvenience experienced with this transaction and appreciate *** ********** patience & understanding!

*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. ↩