ComplaintsforCostway

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/4/21, I ordered a gaming chair from Costway via Walmart Marketplace. The shipment was supposed to arrive no later than 12/15/21. On 12/9/21, I got concerned because FedEx shipping stated that only the label had been created. Called FedEx and they stated that shipment had never been picked up by FedEx and only the label was created. Costway just keeps telling me to be patient that FedEx has the package but they are experiencing shipping delays. Costway has the worst customer service, and only able to receive emails asking me to be patient and they will give me a $25 refund once I receive the delivery. I just want them to fulfill their agreement and ship the package that they have received payment for.

  Business response

  12/16/2021

  Hello,

  It's still in transit via FedEx#************, Scheduled delivery:Thursday, 12/16/2021 by end of day.

  Can you still wait for it?

  If so, can you close your BBB?

  Thank you.

• Initial Complaint

  12/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order this fireplace December 5, 2021, it said that my item was shipped out was supposed to be delivered on December 10,2021. On the 10th nothing came. Reached out to them they said it have been shipped it changed to the 11th. I went on the FedEx website to track, and it haven’t been pick up from the facility yet. Contacted them again no reply.

  Business response

  12/13/2021

  Hello,

  We are unable to open your attachments, may I know your relatd order ID?

  Your tracking number of this shipment?

  Therefore, we can check and help you asap.

  Thank you.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase an online item from target, They use Costway as 3rd party delivery, Item was damaged I called both Target and Costway just to get the run around, I requested a Prepaid label to return the Item, I was told the company doesn’t supply a prepaid label for pickup, so I had to pay Out of pocket $12.90 to have UPS pick item up. This has been going on since last month, I’ve spoken to numerous people, I was told that I can return item to target store which I’m unable to due to Carpo Tunnel, the item weighs 80 pounds, order # *************, this company doesn’t represent a reliable company, I’m requesting a full refund plus the $12.90 I had to pay, this will be the last time that I will deal with Target and their third party delivery service, VERY UNPROFESSIONAL. My advise to online shoppers, if you order any items online, make sure Costway isn’t the delivery contact, VERY Bad Service.

  Business response

  12/09/2021

  Hello,

  For your order *************-**********, we didn't get your message until yesterday, it seems you communicated with Target platform, but not with us.

  May I know if you already returned this to us?

  If so, may I know the return tracking number first?

  If not, can you first confirm details with us?

  Thank you.

  Customer response

  12/09/2021

   I am rejecting this response because:The company Costway stated, I did not contact them which is not true, I have been try to contact Costway since December 3rd well over 2 dozen times, when calling their number *** *** ****, all I get is a recording stating due to high call volume, Try your call later, this is the worst company ever, attached are the photos of the damage, the company refused to send me a prepaid label, I had to come out of my pocket to have UPS pick up the package, I contact Target where I purchased the Item, I didn’t know that Target use this 3rd party company to deliver Items, I’ve never heard of this company, and which not to deal with the company any longer, I sent the Item back tracking # ******************, I’m requesting a FULL refund, plus the shipping fee to UPS of $12.50 ,
  
  
  

  Business response

  12/13/2021

  Hello,

  You only returned the item ********* (TV Fireplace Stand) via UPS#******************, is that correct?

  For this order, we shipped out two packages, they're ********* via UPS#****************** and ******* via UPS#******************.

  After confirmation, we will handle the right amount refund to help you.

  Thank you.

  
  

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have made many purchases with this company. Two specially I am not able to get a resolution for. One was for a water cooler with ice maker that I contacted the company about because the unit is having problems continuing to make ice and constantly the ice is melting and causing us to have to drain and restart. I contacted them and was told basic troubleshooting which we had already performed and they asked for video and photos. How do you take videos and photos of something not doing something? It is so silly no other retailer asks for such things. I just want a replacement. Second is a Christmas tree which is fiber optic and LED lights with a star on top which also lights. The fiber optic lights work and all the others LED and star do not. Of course you cannot get a hold of anyone by phone. The only option is email and they take very long to respond. I would like a working tree in time for Christmas! This would greatly disappoint my kids. I don’t think my requests are too much to ask. Both are in the warranty time frame. I want someone from the company to reach out and send me a replacement and I will gladly send the defects back. Or they can refund me for both so I can buy somewhere else.

  Business response

  12/08/2021

  Hello,

  Your attachments cannot be opened, and we are unable to find your order records.

  Can you let us know the related order ID?

  Therefore, we can confirm and help you asap.

  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I ordered a portable washing machine from this company off of Amazon. I sent then seller a message stating that I needed to return it because my sister-in-law bought me one for Christmas. She could not return hers. They agreed to the return and sent me a label for return. I paid a little over 200 dollars for this machine. When I got to UPS I was told the return was going to cost $151.18 cents. They refused to pay for the return. I had to pay for the return on my own. They made me pay for half of what I paid for the machine. I called Amazon and they could not help me. I then tried calling Costway at ###-###-#### and received a message saying that the person was either helping someone else or out of the office. Each time I called and tried to leave a message the call got disconnected. I want my $151.18 back that I had to put on my credit card. I paid for half the machine that i returned and I am highly upset!! This is not right! Please help.

  Business response

  12/03/2021

  Hello,

  ***-*******-*******, is that your order ID?

  Maybe you didn't get our messages or our return label.

  ***********@gmail.com, is this your email address? Can you contact you via this email?

  Therefore, we can tell you details and help you asap.

  By the way, please help us close your claim.

  Thank you,

  
  

  Customer response

  12/08/2021

   I am rejecting this response because:
  
  Hello ******,
  
  This is **** ******* ID ********. I need to know if they will also refund me the 151.18 that I had to pay to return the machine also. I had to put that on my credit card. That's aot of money to me. Please advise if they will refund this too. 
  
  Thank you,
  **** *******
  

  Business response

  12/08/2021

  Hello,

  ******** isn't the right order ID, can you check again?

  If possible, please let us know your right order ID, the receiver name and the tracking number for your shipment.

  The more details will be better for us to locate your order and help you asap.

  
  

  Customer response

  12/09/2021

   I am rejecting this response because:
  
  

  My order number for the washer is ***-*******-*******. 

  
  

  I have attached the UPS receipt with tracking number. 

  
  

  Thank you,

  **** *******

  
  

  
  

  Business response

  12/09/2021

  Hello

  Sorry we didn't receive your UPS tracking number.

  And we checked your order ***-*******-*******, but we are unable to find it in our system.

  It seems you didn't order this from us.

  We also sent a message to your email ***********@gmail.com, can you check and get back to us?

  Therefore, it's easy to confirm more details with you.

  Thank you.

  Customer response

  12/15/2021

   I am rejecting this response because:
  
  I gave you the wrong product number. I attached the tracking number to you on the receipt. I attached the receipt. Tracking number is ******************
  
  **** *******
  

  Business response

  12/17/2021

  Hello,

  Customer filed a return request with a reason "Bought by mistake", therefore, Amazon provided an unpaid address return label to the customer via this return request.

  You can see more details via: 

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

  Fees Assumed by You(customer side), 

  1. For returns involving non-manufacturer defects, the following THREE fees will be assumed by you:

   1.1 Return Postage

  The cost of return postage differs based on the carrier. Please consult your preferred carrier for the approximate pricing.

   1.2 Original Shipping Fee

    1.2.1 If free shipping was NOT included in your original order of the product(s) you are returning, we will deduct the shipping fee from your final refund total.

    1.2.2 If the product(s) in question being returned was bought with free shipping, a base shipping fee that was incurred by the company will be accounted for, resulting in a reduction of the overall refund. (For more information, please refer to Shipping Fee Reference List Table as shown below.). 

  1.3 Restocking Fee

  We will deduct a restocking fee of 15% of the product(s) value from the final refund amount. (Please note that if the product(s) being returned was originally purchased with Free Shipping, the product(s) value part will be the product(s) prices minus the shipping fee incurred by the company. )

  Please check and close this case.

  Thank you.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the 4 wheels kid ride on go kart that was delivered to me on 11/13/2021, this item was bought for my 8 year old daughter and purchased with ****** to make several payments, upon putting this item together and adjusting it like it said on site, it does not fit an 8 year old but my 4 year old, it is extremely smaller than it said it was, so I emailed at *****@*******.com and I received email back stating that I could receive a 15 dollar refund for an order total of 139 if I keep the item and I extremely refused due to it being extremely insulting but extremely unprofessional as well. On Costway site it says it is a 30 day return policy, so it is no way I cannot return this item and stop the ****** payments. I will never shop with this company again not only due to their deception and disappointing an 8 year old but due to the lack of competent customer service agents whom refused to assist with this product

  Business response

  11/17/2021

  Hello,

  May I know your order Id? Or a tracking number for your shipment?

  Therefore, we can find your order and help you asap.

  Thank you,

  
  

  Customer response

  11/18/2021

   I am rejecting this response because:
  
  My order number is ********* and I am yet to recieve my return label and also what do I do with the upcoming klarna payments? Klarna has paused but I believe waiting on costway. I also wanted to exchange this item  for something bigger, why wasn’t I presented that?

  Business response

  11/25/2021

  Hello,

  For your order *********, we sent a prepaid return label, you can check your account.

  Here we sent it again in the attachment.

  FedEx #*************

  You can use the original shipping box to return it.

  Thank you.

  Customer response

  11/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 humidifiers from this company I set one up to make sure it worked it stayed on for about 2 min and never came back on I got in touch with the co. and ask for a refund they refused they offered me 40 dollars to have it fixed it is an elect. prod. that water has to be added to it I don't want to have it fix I expected it to work when I received it I want my money back and they can have there units back.The amount is $147.70

  Business response

  11/08/2021

  Hello,

  We found your order was fully refunded and you can wait for 3-5 days for the refund to be processed back to your account.

  For the tax, please contact Walmart customer service and get it.

  Thank you,

• Initial Complaint

  10/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to return the tree but it had a broken parts and broken box. I also changed my mind about the tree. They are willing to give me $25 back. I want a full refund.

  Business response

  10/25/2021

  Hello,

  It's fully refunded, please check attachment and find our screenshot.

  Please close this case,

  Thank you,

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept 20,2021, I ordered a jewelry armoire from Walmart for just over $302.95 with tax and it was delivered Oct 5,2021. Order #*******-******. It came from Costway and so I had to deal with them. I had boxed the armoire back up for return (no easy task)but Costway insisted I unpack it and take pictures of the problem areas I'd told them about. I sent them the pictures and they said they were refunding me $60. The top was scratched and gouges missing and the drawers did not align when closed. The whole thing was poor workmanship. I told them I had not agreed to a $60 refund and I wanted to return it for a full refund. Still waiting for a response but their customer service is lousy. Sending me $60 hoping to quiet me when I had said I wanted to return it for a full refund and having to open the box to take pictures when my explanation should have been sufficient.

  Business response

  10/10/2021

  Hello,

  We found it's fully refunded, please check.

  Customer response

  10/11/2021

   I am rejecting this response because:
  
  Walmart refunded my money when Costway wouldn’t . They tried to send me $60 of the over$300 I paid. Costway was awful to deal with. I’ve never dealt with a worse customer service. Koodos for Walmart customer service. 

  I did get my money fromWalmart not Costway. 

  I want my complaint to stand for others to see and not do business with them.  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a baby bassinet on amazon sent by Costzon. It smelled like diarrhea and vomit when i opened it. My boyfriend said “lets just clean it”. But no! I did not pay for a “new item/unused” item only to have to clean it! It should have never been delivered in the condition it was sent. And for a newborn? Who would want to put a baby in such filth? Anyways, i requested a refund and a return label. Had issues returning it because the label they sent was invalid. Requested label again and the sent me a label that is not prepaid. So now i have to come out of pocket $34 to return something they messed up on. I should not have to pay anything for this trash! The hassle and inconvenience to return this item is unacceptable! How is this company still selling on amazon? I also. Tried to contact them with phone number provided and the mailbox is full and of course tte did not answer. I want a full refund and postage fee returned.

  Business response

  10/06/2021

  Hello,

  111-8###-###-####264, is that your order ID?

  We found it's already fully refunded, please check.

  Thank you.

  
  

  Customer response

  10/20/2021

   I am rejecting this response because:
  
  J attached images of postage that was sent to me. Neither were prepaid nor did they show a list of

  locations for me to return their trash

  Business response

  10/24/2021

  Hello,

  We sent our prepaid return label via Amazon.
  

  Yes, we can provide a poof, please check attachment and find the PDF prepaid return label.

  111-8###-###-####264, return label with UPS tracking number 1Z82V59F*********6.

  Please check this and close this case.

  The buyer didn't use our prepaid return label and chose Amazon's unpaid shipping label, it's not our fault.

  Please help.

  Thank you,

*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. ↩