Complaints

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:10/05/2023

  Type:Service or Repair 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.

  Purchased item. Items were marked as delivered items was never received. Company did nothing to resolve issue.

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service 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.

  This business has a points loyalty program and recently changed it policy without notice. I only caught the discrepancy while logging into my account to check my points balance.As of 9/9/23, 945 points were deleted from my account without notice or warning. And they claim it was due to 6 months of inactivity.However the policy stated when I earned those points that inactivity was defined as customers who have not earned or redeemed any points in a 6 month period this included then points earned through following, subscribing, or liking their brand.Without warning or notification they changed that policy to define inactivity as inactivity refers to customers who have not earned or redeemed any points through completing a purchase within the selected time frame. The key words being though a purchase now.So as of 9/9/23 they marked all my points as expired. Attached I have a screenshot that will show that there is a discrepancy which this date because if you look at the record, 6 months before that date there was no last purchase. My last purchase was back in November 2022. The points I had accrued to keep my account active were points earned through subscribing, liking, birthday, and following. I dont think that it is good business to have people accrue points under certain rules but then change those rules and not honor the points rules they were earned under. Id really like the better business bureau to look into this because this brand doesnt have a phone number listed to call and their customer service is horrible. They need to be held accountable.

• Initial Complaint

  Date:09/22/2023

  Type:Delivery 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 purchased the item originally on Aug 25, 2023. They shipped the item on August 29, 2023. That is a total of 3 business days and they promised 2 business days. Then after that, I received the *** tracking and it said this on the tracking "Due to operating conditions, your package may be delayed." and I said okay whatever shouldn't be too long. It was out for delivery on September 02, 2023. I said perfect and then arranged my plans accordingly. After than, it didn't delivery for THREE days. I had to contact *** to try to get something fixed because its been 3 days and it still said "Out for Delivery" as of September 02. On September 05, they were able to get it out for delivery again and delivered. I contacted Beis Travel because it was three days late and now they are refusing to accept my return. I'm not sure what their problem is but clearly they don't care about their customers. I'm more than happy to create a chargeback against them.

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service 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.

  I do not recommend this company. I tried to change my order within 10 minutes because I wanted a different bag. Unfortunately, they took hours to respond and then said I did not try to cancel in the required time. They had not even fulfilled the order, but insisted on sending it, & charging me for the return. Terrible customer service in my opinion.

• Initial Complaint

  Date:09/14/2023

  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.

  Over the year, this company has been texting me on my personal phone with advertisements, despite my multiple attempts via email requesting that they stop contacting me.

• Initial Complaint

  Date:08/29/2023

  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.

  Dear BBB,I have ordered a set of carryon luggage form BIS Luggage ******. The transaction took place on August 1st 2023. I got a confirmation email. I paid $557.88 via PayPal. They promised to deliver the two luggage bags within 3-5 business days after the confirmation email was sent. None of the bags arrived and it is past the expected date. When I went to track the parcel using my tracking number D576005060000101840001 there was no result. So I tried to contact the business via customer support email ************************************ But my email bounced. So I tried again and was again unsuccessful. When I tried to go to their customer support page on their website it said that it was unavailable. I would very much like to be refunded for the luggage I did not receive and for the business to be looked into because I suspect it may be fraudulent.Thank you for your help Sincerely yours,Marn

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair 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.

  Item broke in less than a month and customer service wont do anything about it.I contacted Beis due to a broken piece I noticed in a suitcase I got as a gift less than a month ago. Because it was a gift (from a coworkers girlfriend whom *** only met twice), I do not know the order number, date purchased, last four digits of the card number, phone and email. They refuse to help me. Im not even asking for a new suitcase just a replacement plastic piece so that this flaw does not create bigger breaks in the future! The representative (*******) had refused to help me and says they cant sand me the piece because they are not removable but you can see the 2 screws it takes to remove it and replace it. With how much this costs ($228.00) you would expect them to be made with quality products or at least be able to own up to it when they products do not live up to what is advertised. Per their site, this complaint does fall under their Limited Lifetime Warranty (see below) however they are not accepting it.WHAT THIS LIMITED WARRANTY COVERS ************ Warranty Covers Only:Cracks or breaks in the shell Wheels, handles and telescoping handles that break off or are otherwise no longer usable.Zippers that break or can no longer open and close.Tears or rips in fabric that would be considered a defect outside of normal wear & tear .DURATION OF WARRANTY AND MEANING OF "LIFETIME"This warranty applies for the reasonable lifetime of the Luggage. Lifetime does not refer to the lifetime of the purchaser or gift recipient, but to the reasonable lifespan of the materials and components that go into the Luggage.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair 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.

  I would like to file a complaint against Beis Travel. I placed an order with them online on 7/23/23. One of the items I purchased I wanted to exchange for the same item just in a different color (an even ********* *** processed the exchange on their website. On 7/28 I received the new item which was a completely different item than the one I ordered. I contacted them through email (they do not provide a customer service number on their website) to let them know I wanted to return the item & to say I was sent the wrong item. They told me to process a return on their website & said they did not send me the wrong item & asked for a picture of the item I was sent which again was the wrong item. They also wanted to deduct $10 off my return amount for a restocking fee. I did not think this was fair being that I was sent the wrong item due to their error. We emailed back & forth at least 10 ************ never addressed my continuous issue that I did not find it acceptable to pay the $10 & then stopped replying to my emails. Their return process is horrendous & took me a long time of trying to make the return because the order number was not working. I also emailed them several times saying I could not process the return as their website process would not allow me to access the order despite putting the order number in several times it kept saying no order found therefore i have no way to return the item to get my money back. Despite the number of times I asked for their assistance they were of no help & said instead the problem was my browser & instead of using my phone to try using a laptop or desktop computer to process the return so I tried both my **************** & still the same thing kept coming up, no order found & again as i said they stopped emailing me back to offer any solution to the problem. I would like my money back, the item was $66.30 plus taxes. I tried everything i could to try to return this item to them with no avail. I would appreciate your help.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair 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.

  I ordered and received a bag that has defective material . I submitted videos photos and have contacted customer service. Beis states they have a quality guarantee however since the bag discolors when it is used ( once) they will not return or offer a credit. I have followed every step and they do not stand by their product.

• Initial Complaint

  Date:05/17/2023

  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.

  On 4/21/2023, I made a purchase from Beis for a Work Tote, totaling $132.42. Regrettably, the bag was not as large as I anticipated and lacked sufficient space to fit my laptop in the laptop sleeve. Despite reaching out to exchange the item for a larger size, I have continuously been redirected to the automatic refund/exchange link. Unfortunately, whenever I try to use the link, I receive an error message indicating that my item is not eligible for exchange or refund. At this juncture, I would like to receive a full refund since I am utterly dissatisfied with both the product and the service. The business has been giving me the run around, and the only contact method available is via email, which is further complicated by the long queue. My order number is #*******.