Complaints

This profile includes complaints for Myplane.com Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Myplane.com Inc

  15887 N 76th St Scottsdale, AZ 85260-1696

• 

  Myplane.com Inc

  7701 E. Gray Road, Suite 7 Scottsdale, AZ 85260

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase order in excess of $850 with this company on 3/6 for overnight delivery. I called up to ensure that It would be delivered the next day (Saturday) and they told me no, it would be a charged upgrade of $80 to have next-day Saturday delivery ensureance. So I paid the extra money as I needed this device for Sunday. I later received an email stating that *** had a flight delay and could not deliver until the following Monday. I called up ************************** (myplane.com) to ask for a refund of the shipping as I did not receive the item as promised for the additional cost. I've called at least 5 times and spoken to a couple of different people who have been very unhelpful.... and repeatedly stated they had to speak to their manager. They also mentioned having to put in a claim with *** on my behalf. I've called yet again stating that the company should refund me to funds on my end immediately. Good customer service would refund me since they can see when the item was delivered and they can ALSO see that I paid for next day's SATURDAY delivery. I'm getting the runaround and they have saying they can not access *** and they continue to say they have to call me back which they NEVER do. I'm getting highly frustrated with lack of BASIC customer service from this company.

  Business Response

  Date: 03/25/2025

  1. This order was shipped *** Next Day Air Saturday delivery on Friday March 7, 2025 as requested by the customer.  

  2. *** failed in their obligation to deliver on time.
  3.  The customer notified us by phone of the late delivery.
  4.  The customer was told that a claim would be filed with *** and once approved he would be refunded in full.
  5.  *** approved the claim and the customer was refunded.

  There was no attempt to give a "runaround" or make things difficult.  We clearly explained the process and followed through with the refund as promised.    

  Customer Answer

  Date: 03/25/2025

  I called repeatedly within promising to call me back which I never did.   It was well over a week of calling before they stated that they were having problems logging into their *** system.   I provided a screenshots and they should have refunded as part of good customer service.  I asked if I can make the claim with *** and they said no I have to be done on your part.   So I stated that they should have just refunded me right away.    It wasn't until today that I received the refund.   Coincidence?

  Business Response

  Date: 03/28/2025

  We're not clear what the issue is.  The customer requested a refund.  A refund was issued in the full amount of the shipping charge. We have fully resolved this issue.  If there is something missing, please provide details.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Total nightmare experience with this company I have never dealt with a company like this one I paid for something and it was never received. They are not reliable

  Business Response

  Date: 12/03/2024

  A crime was committed on the customer's property which resulted in a loss her merchandise. This would normally be a homeowners insurance claim as it happened on her property.  However, as a token of goodwill, we are happy to offer a replacement for a 50% discount.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nightmare experience with mypilotstore Just wanted to share my experience in case it helps someone avoid the mess I went through.1.I initially ordered from this company, but they didnt have the items in stock. I had to go elsewhere to buy what I needed.2.Immediately requested a cancellation and refund, but customer service (******* *****, specifically) gave me the runaround with excuses about transit and cant cancel now nonsense.3.I was out of town and didnt even know the order eventually showed up (without a signature, by the way). Nearly a year later, I found it sitting in my company building. I had already followed up with multiple emails to cancel, even had proof, but they ghosted me and never provided a return authorization.When I called, they couldnt have cared less about customer satisfaction. Heres the kicker: instead of asking for my phone number via email, they actually Googled a family member to reach out to me. Who does that? Unprofessional, invasive, and just plain ********** mypilotstore: if youre reading this, maybe work on actual customer support instead of playing detective.Hope this post saves someone the hassle this has been one of the worst customer service experiences Ive ever had.

  Business Response

  Date: 11/12/2024

  This customer is upset that he was unable to return an item that was ordered almost one year ago.  He understands that we have a 30 day return policy but feels he should be exempt from that policy.

  Bottom line, He ordered a product, we shipped what he ordered, he forgot about the purchase.
  
  Here are the details of this transaction.
  
  1. He made a purchase on our website.
  2. We shipped on November 13, 2023. It was delivered to him 3 days later on November 16, 2023.
  3. He emailed and asked for the order to be cancelled on November 15, 2023 (two days after it left our warehouse). We provided him with the instructions to return the package for a refund.
  4. We never heard from him for the next 11 months.
  5. 11 months later, on October 10, 2024, we received his order back without a return authorization and far outside of the normal return policy with no details. We wrote to him to ask for details.
  6. Two weeks later, on October 26, 2024, wrote to us and said, "It sat in my garage because I was gone for a month, had a lot going on in my business, and forgot about it.
  7. We replied that this was returned without authorization and well outside of our return policy.
  8. He then called and had a long, profanity laced, interaction with our customer service team.
  9. He is posting inaccurate and false information about our company online in an attempt to strong arm us and get his way.
  
  We aim to be transparent in all our business dealings. While we understand things can be forgotten due to busy schedules, our normal return window is much shorter than 11 months. We value all customer feedback and always strive to provide clear communication and fair resolution of any issues.

  
  

  Customer Answer

  Date: 11/12/2024

  The website mislead me to purchase something they claimed was in stock on order to get my sale, time went by when I saw nothing was getting shipping, I had to spend my time to reach out, and get answers. They were dishonest about what was in stock, I wasted my time and purchased from another site because their site was wrong. I told them, and cancels the order. I did NOT agree to purchase something on back order for who knows how long, months?

  these guys are a scam, backyard operation that doesnt care or know what customer service is

  Business Response

  Date: 11/13/2024

  This person knows and understands that we have a 30 day return policy, just like his own boot business. This was returned more than 11 months outside of the return window.  We are happy to make reasonable exceptions, but this request is unreasonable.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a few items including a Bose headset and sent in a price match request. When I placed the order, there was no shipping charge. Later, they denied my price match request because **** items are excluded from price matching. Apparently, it was listed on their website and I missed that part. My bad. Fair enough. I asked them to cancel the Bose headset from the order and they did. Later, I realized they added shipping charges to the rest of my order without informing me. When I called, they told me it happened because the Bose headset was cancelled. But, I was never informed about the shipping charge kicking in. I asked for the shipping charge to be refunded but they wouldn't. A manager called me and apparently he discussed it with their senior management and a refund for the shipping charge wasn't approved.

  Business Response

  Date: 06/26/2024

  A refund was issued.

  Customer Answer

  Date: 06/26/2024

  
  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,
  
  *************************************
  
   
  

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Submitted a product for consideration by their new product submission **** over a month ago. Per their instructions, if I wanted the product to include a return shipping label. Which I did.- emailed two weeks ago inquiring the status of the submission and if not selected the status of the return. No response - emailed them a second time a week ago (from a different email in case the first email went to junk). Once again no response. - called two days ago and talked to a gentleman, explained the events and was toldthat product submission person is not here but someone will contact you before the end of the day. Again, no response.-at this point I dont care if they choose my product or not as I do not feel comfortable with the way they conduct themselves. I jyst want my product back.

• Initial Complaint

  Date:09/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. On Sept 20 2023, I ordered a Suction Cup Mount for Garmin GDL 50 / 51 / 52 ($63.00) online at mypilotstore.com. I received an order confirmation #*********. I purchased 2-day shipping and paid $18.25 for that shipping.2. On Sept 22 2023, I received the shipment via *** (tracking number 1Z05A93R0247499846) at 2:45 PM.3. On Sept 22 2023, I opened the order and discovered that mypilotstore had shipped me the wrong item (a SXM antenna, not the suction cup mount).4. On Sept 22 2023, I called mypilotstore at appox 4:39PM EST to report the issue and ask for the correct product to be shipped to me overnight (to correct the error on their part - shipping the wrong product). I was told that it would be sent for approval and I would be contacted before the end of the day.5. I was never contacted regarding the shipping of the correct product or the return of the incorrect product between my initial call and Sept 27th. During that same time, I never received a shipment or return label from MyPilotStore.com.6. On Sept 27th at approx. 11:57am EST I contacted customer service for the second time. I was told:a. The correct product has not yet shipped because approval for overnight or 2nd day shipping has not yet been approved. The reason it was not approved was stated as [a] they do not work over the weekends and [b] charts had changed and they were busy. 7 days had now elapsed since I placed a 2-day delivery order.b. They could only ship the correct product standard postage (even though I paid 2-day shipping) and they would be willing to refund the shipping cost.c. After stating that I would like a refund because they did not comply with my order (2-day shipping), I was told that they would not refund my order until they received the product they incorrectly shipped back because of the value of the product. This product was not ordered by me and was mistakenly sent by MyPilotStore to me.

  Business Response

  Date: 10/10/2023

  A prepaid, pre-address return label was sent to ***************  And, a full refund of $63.00 + ***** shipping = $81.25 has been issued to his **** card. This case is now closed.

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged my credit card, the headset I returned to Lightspeed got sent back to them . They did not return it to me or did they refund my credit card. Lightspeed has a 60 day trial, they have a 30 day. I called within two weeks stating my concern. Please help I am out $699 and do not have a headset

  Business Response

  Date: 08/02/2023

  This individual has filed multiple disputes with her credit card company.  Each time one is resolved, she immediately files a new dispute which causes a delay in shipping her the merchandise.

  Until those disputes are resolved in writing to us by Discover, we are unable to ship any new merchandise to her.

  Once the dispute has been resolved, we are more than happy to ship her a new headset.
  

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered product online. Despite their Ad, the product did NOT work with my item.I called them and they issued an RMA for refund.Product was shipped to them, with tracking, which they received.No credit. Was given to my card . I called them and they confirmed that they received the product back, and to give a few days to process the refund. 2 weeks later, STILL no refund. I email them again, and they say to give them time to start the refund processThey have had their item back for over 2 weeks now, and havent even started my refund !!!!

  Business Response

  Date: 07/24/2023

  This order - and return - was handled professionally and promptly from start to finish.  Here are the facts.

  1. The customer placed an order on our website on at Sunday, July 2, 2023 at 15:11.
  2. The customer ordered the wrong items for his particular iPad.
  3. The order was delivered to the customer at 1:16 pm on July 5, 2023.
  4.  The customer requested a return authorization on July 5, 2023
  5.  The return instructions were emailed to the customer on July 5, 2023.
  6.  The return was received and inspected on July 18, 2023.
  7   The original charge was $61.09.  The original outbound shipping was $6.71. Shipping charges are non-refundable.  The refund was issued for $61.09 minus $6.71 equals $54.38 to the customer's **** card on July 21, 2023.  

   

  Customer Answer

  Date: 07/24/2023

  I was quoted and CHARGED $4.95 shipping. You stated shipping Actual cost was $6.71.
  The $6.71 you were charge for shipping, minus the $4.95 that I was charged and PAID is a difference of $1.76..NOT the $6.71 that you are shorting my refund !!!

  If what you are saying is true You paid an additional $1.76 for Shipping. I PAID the first $4.95 of the shipping charge.
  Your webpage shipping calculator, that determined and CHARGED shipping costs to me, did NOT mention any discount for shipping ..So I dont know where THAT is coming from .

  So WHY the difference in ACTUAL price to me, here ???? This does NOT add up, to my credit card company, or me !
  NOT to mention MY return shipping fees that I paid !
  Please explain the difference to us..

  Business Response

  Date: 07/25/2023

  The actual shipping charges are non-refundable upon a returned order. The customer agreed to the return policy during checkout.  The full return policy - and the page where the customer went to request a return authorization - can be found at:

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

  Calculating Your Refund
  When the item is returned in its original condition with all original packaging, your credit card will be credited for the price of the purchase and any taxes, excluding shipping costs and re-stocking fees. If the return is due to a MyPilotStore error, the return shipping charges will be waived.
  Many times we charge a discounted shipping cost for the original shipment. If you return an item and the outbound shipping cost was greater than you paid, the difference will be deducted from your return. For example, if we charged you $4.95 for shipping and our actual shipping cost was $8.50 we will deduct $3.55 ($8.50 minus $4.95) from the value of the return. If you need clarification on this return policy, please email us at **********************************.
  
  This order was promptly shipped and promptly refunded *************. No further action is needed.
  

  Customer Answer

  Date: 07/25/2023

  The amounts do NOT add up.

  There is ONLY a difference of $1.76 between what THEY claim they were charged, and what I PAID ! NOT the difference between $61.09 and the $54.83  that they refunded !

  They Pocketed the difference...   That is money that should have been refunded to me.  

  I will NEVER do business with this company again, and I am sharing this experience with EVERY aviation and Consumer outlet that I can reach, to let them know of their devious business practices....

  This is nothing but pure THEFT !   And I intend on sharing that with as many people as I can !

   

   

• Initial Complaint

  Date:12/21/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 2 ********************* H3331 Ground Support Headset for $638.00 under PS Shipment ********************** Shipped on August 16, 2022, 1st attempt to deliver on August 18. 2022 then, the package was lost.I am calling My pilot store customer support every week, all the time is that they will call me back, but they never call me back.I am trying to resolve the problem with them and get reimbursed because the goods were never delivered, but they tell me all the time that they will get back to me, but they never do..Rgds