Tuesday, February 1, 2011

My experience with the BBB

First, I apologize to my four readers that I haven't been posting in a LONG time. It's been mostly an uneventful period. A few minorly exciting things happened, but nothing noteworthy for the four of you (Unless you count getting a Jury Duty summons).

That being said, I had my first experience with the BBB!

Here's the story.

Back in December, I ordered something off one of the online deal sites I frequent. I used Paypal as my payment method as I had money there. It was a whopping $11.44. But, I never got an order number, nor did I get the item I ordered.

So, after 30 days, I emailed them. I got no response.

Then Snowpocalypse happened [oh yeah, something exciting DID happen.. We became Hothlanta!... here's some pictures!], and there was no mail (or deliveries of ANY kind as you can see), so I gave a few more days.

Then I tried several forms of contact and absolutely nothing.

I decided to do the resolution system in Paypal. But, alas, it was just over the 45-day limit, so they wouldn't refund me my money. Darn Snowpocalypse!

So, this past Saturday, I went to the BBB online. I registered the following complaint:
I placed an order with on Dec 10 at 10:13am via their PayPal checkout system. The PayPal transaction ID is . I have not received the item I ordered, and my numerous attempts to contact for an order status have gone unanswered.
I got a standard automated reply saying "We'll look into it, but it will take several days".

Monday at 3:07pm, I got the following email:
Dear Smply Unprdctble:

This message is in regard to your complaint submitted on 1/29/2011 10:22:39 AM against . Your complaint was assigned ID .

Your complaint has been sent to the business for their response. The entire complaint process can take four to six weeks from the time we receive your complaint. Once they have responded to the BBB, we will contact you again. During the complaint process the company may try to contact you personally to clarify information or try to resolve the complaint. We encourage you to be open to their correspondence or attempt to resolve the claim. We ask that you advise us in writing by email, fax or mail if your claim is settled directly with the company.


Person Named
The Better Business Bureau
Then, Monday at 3:51pm I got my $11.44 refunded!

This morning, I got the following from the BBB:
Dear Smply Unprdctble :

This message is in regard to your complaint submitted on 1/29/2011 10:22:39 AM against . Your complaint was assigned ID .

The business has sent the BBB a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. Please respond to this message at your first convenience.


Person Named
The Better Business Bureau


I do apologize for this issue. I looked over all communication and could not locate any emails from Mr. Unprdctble. I also looked into his order and indeed there was a payment but a Paypal notification was never received so an order was never generated. I have issued a full refund back to his account and do apologize for the inconvenience.
I think it's pretty cool that it was resolved quickly. I didn't WANT to get the BBB involved, but I do have copies of several emails, including one that went through their site. If they can't find those communications, something's wrong.

That being said, I'm probably going to continue to make purchases through them. I may have to go back to the standard credit card order instead of going through Paypal (unless I remember to file a complaint within the 45 days).

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