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Better Business Bureau St. Louis advises consumers to use caution if doing business with Dot Com Products, an online retailer of home security and household items headquartered in O’Fallon, Missouri. Consumers reported to BBB the company failed to deliver items, failed to provide refunds, failed to contact customers, and provided poor customer service.
Dot Com Products has an “F” rating, the lowest on BBB’s scale, due to recent unanswered and unresolved complaints. BBB has received more than 100 complaints about the business. Dot Com Products also has received more than 300 customer reviews, most of which are negative. It primarily sells its items through its website. The headquarters for the business is located at 4122 Keaton Crossing Boulevard in O’Fallon.
“Staying in communication with your customers is vital,” said Michelle L. Corey, BBB St. Louis president and CEO. “If a business can’t deliver the goods its customers have paid for, it should issue refunds.”
A man from Phenix City, Alabama, told BBB he purchased a three-pack of light bulb security cameras in June 2023. He said he was charged $128.25 for the items and said a shipping protection charge of $11.25 was added to the order. He said he never received a receipt.
The man was not satisfied with the product and asked to return it so that he could be refunded. The man said he was told he could only receive a 25 percent refund and received a refund of $37. His request for a full refund was denied. The man told BBB he would return the product if the company provided a shipping label.
The man said it was difficult to reach anyone with the company.
“I’ve never had a problem buying anything online before, but I’ll never buy from them again,” the man told BBB.
A West Columbia, South Carolina, man told BBB he visited the Dot Com Products website in June 2023. He was in the process of making an order for a security camera but decided not to make the purchase. He said he received a package several days later with security cameras in it and was charged $180. He told BBB he has tried to reach the company but cannot contact anyone. He told BBB he wants a refund and would like to return the items.
“I can’t explain it,” the man said. “I changed my mind and never completed the order, but still received it anyway. I didn’t authorize any payments.”
Dot Com Products was registered as Dot Com Product Inc. with the Missouri Secretary of State in December 2019. Bryce Lewellen is the owner of the company, according to information provided by the company to BBB.
Lewellen told BBB in an email that the company’s complaint rate is low, less than 0.0002%.
“We attribute this low rate to our commitment to resolving consumer issues promptly and improving our service continuously,” Lewellen wrote.
Lewellen told BBB the company established three warehouses across the U.S. in December 2022, which allows it to deliver products within 48 to 72 hours. He added that the business has expanded its call center and has improved its website to enhance the overall customer experience.
“The isolated cases of dissatisfaction are outweighed by the overwhelming majority of positive experiences,” Lewellen wrote.
BBB offers these tips on how to avoid online shopping problems:
- Research any business and its owners before paying any money. Check the company’s BBB Business Profile at BBB.org or by calling 888-996-3887.
- Be wary of sales or prices that seem too good to be true. In many cases, the items do not exist or are of poor quality.
- Read all terms and conditions before completing a purchase. Make sure to understand expected delivery dates and refund policies. Know your options in case you receive an item that was not as advertised.
- Pay by credit card whenever possible if you need to challenge the payment.
- Check a site’s security settings. If the site is secure, its URL (web address) should start with “https://.” You also may see a picture of a small, closed lock in the lower right-hand corner of the screen.
