ComplaintsforOn Time Mall

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on February 7, 2023 for furnace filters with an automatic annual order. Needless to say when I inserted in street address the drop down box actually placed the incorrect address for both delivery and billing address (for the credit card). The address shows at **** ******* ****** ********* **** *****, and my correct address is **** ****** ***** ******* ********* **** *****. As near as I can tell this address is on the other side of town from me. Today, February 21, 2022, I have contacted Dynamic Filter Store by phone, email and chat and I have been told I am out of luck. All I want is for the automatic purchase to be stopped and the charge on my credit card to be refunded. I do not want to do any further business with this company as the customer service was completely unprofessional and extremely rude. I spoke with "******" upon 2 occasions and she was extremely degrading to me and told me I was "lucky" someone answered the phone. I would like a confirmation letter from the company stating the annual order will be cancelled and a refund of $95.08 will be given to my credit card. Thanking you in advance.

  

  Business response

  02/22/2023

  This client is a first-time buyer. She placed an order online and entered the incorrect shipping and billing address on 2-7-2023, per her complaint. We shipped the order on 2-7-2023 to the address she entered. It was delivered on 2-10-2023 to that address, and we have photographic proof of that. On 2-22-2023, she contacted us and asked us about her order, then informed us that she had entered the wrong address. We have no idea how to get this item back, and it is her responsibility to return it to us if she does not want it and our office is thousands of miles away. She wanted us to refund her money or send a second shipment out to her for free. Her subscription has been canceled, so we will not auto-ship her any additional shipments. If somehow the person living at the address she had us ship it to returns it to us we will happily refund this clients money.

  Customer response

  02/22/2023

  I firmly believe this address was a mistake, but I was not notified concerning the shipment.  The rudeness of this company was absolutely unacceptable and no consumer should tolerate.  I would like to make a negative complaint concerning this company and I feel we could have come to some sort of happy medium concerning this error, but no civil conversation could take place with this company.  I have not given up on all resources at this time, but I also feel that I could not have possibly inserted an address on ******* (I have not even heard of this street until yesterday).  The thought of knocking on someone's door and asking about this package with the way our society is unsafe was an absolute ridiculous thought.  I would have been willing to just take a credit for the merchandise alone and ate the cost of the shipping, but again, no working with Dynamic.  I will move forward from here to make a formal complaint, etc.  I pray no other customers would be treated the way I was yesterday.  

  

  Business response

  02/23/2023

  Apparently, this client entered the wrong shipping and billing address herself online. We paid FedEx to deliver the product to that address. She was sent an email seconds after she placed the order with all the information about the order. It shipped in 30 minutes, and she was sent a second email with the tracking data and order information. I suppose it is possible that she entered the wrong email address since she entered the wrong shipping address for her home, so perhaps she did not receive those two emails. We have decided to refund her complete purchase amount, including our shipping costs. We have also canceled her subscription. As far as her CSR complaints, we provide the best service in the industry and have an experienced in-house CSR team to answer clients' questions via phone 11 hours per day and email messages 24/7. Every mistake made was made by the client, but she seems unable to accept responsibility for them. This matter is now closed.

  Customer response

  03/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** **********

  Thank you for your response. Unfortunately, the customer service I received when I placed several calls concerning my error was degrading.  I was honest and forthright concerning my error from the very first call I placed.  Again, I have never heard of this street and was willing to eat the shipping charges myself, but not pay for the product.  The ideas that were given to me by your customer service was ridiculous and asinine.  My entire issue was the way I was treated and spoke to from my very first phone call.  I have received the refund to my credit card.  Thank-you for reviewing my concern and also your speedy response and resolution.  I work as an Executive Assistant for 47 years and I can't imagine speaking to my clients in the manner I received during my calls.  I wish you and your company success moving forward.

  ******

   

   

  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered filters from this company ************************************************************** delayed fulfilling the order due to supply chain issues. Now it appears they in the process of a business restructuring. I would like a full refund.Below is invoice:Order #***** confirmed Skuttle Parts ***************** via shopifyemail.com Mon, Nov 8, 2021, 4:01 PM to me Thank you for placing your order with Skuttle Parts!Due to the Covid-19 pandemic, shipping of your product may be delayed up to 5-7 This email is to confirm your recent order. Date 11/08/2021 Shipping address ********************* **************************************************************************************************************************************** Billing address ********************* ************************************************************************************************************* 3-Pack DB-25x16 MERV 11 Filter Replacement for $83.25 each 1x 3-Pack DB-25x20 MERV 11 Filter Replacement for $83.25 each Subtotal : $249.75 USD Shipping : $35.00 USD Total : $284.75 USD

  

  Business response

  01/20/2023

  This order was not placed with us, and we have nothing to do with it. We are a distributor of Skuttle brand parts like many other retailers. The plant has been having troubles for about three years and has not shipped us more than a hand full of items since then, even though we had truckloads on order. I believe they may be bankrupt, but I don't know. They stopped answering their phones about two months ago. They have a website and a shopping site on the links below. The shopping site they have has not been working for the same length of time. This order seems to have been placed with the factory. Please direct your complaints to them.
   
  ********************
   
  ********************.myshopify.com/
   
  

  If you have any further questions, please contact the office at ************.

  *********************
  General Manager
  ************ x2143

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