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Business Profile

Online Auctions

Tophatter, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2023

    Type:Product Issues
    Status:
    Resolved
    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 had a cash balance with www.Tophatter..com. The app went out of business. Lost all money in the account. I was never contacted.

    Business Response

    Date: 05/23/2023

    Our company closed in 2022 and notified all customers who had any remaining balance of non-expiring credit that they could cash out into a gift card via Tremendous before a date. That date has passed, and remaining balances have been escheated to the customers' states. If you had a balance of non-expiring credit, you may contact your state's unclaimed funds department for details about claiming any escheated balances. Thank you.

    Customer Answer

    Date: 05/23/2023

    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.

    Sincerely,

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

  • Initial Complaint

    Date:04/24/2023

    Type:Product Issues
    Status:
    Answered
    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 some things on there website and didnt receive they issued we a credit of ***** which i havent been able to redeem cause they shut down. Im upset that they have my moneyni cant get it refunded to me now

    Business Response

    Date: 04/25/2023

    Hello and thank you for reaching out. On November 9, 2022, Tophatter sent an email to all individual customers (text attached) who had a remaining non-expiring credit balance instructing them to claim their balance as a same-as-cash gift card through the 3rd party partner, Tremendous by December 15, 2022. All remaining funds that we not collected were escheated to the individual customers' state unclaimed property. Please follow up with your state's unclaimed property department to collect any escheated funds. Thank you.

  • Initial Complaint

    Date:03/20/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Tophatter owes me a credit of approximately $15 from previous purchases.

    Business Response

    Date: 04/25/2023

    Hello and thank you for reaching out. On November 9, 2022, Tophatter sent an email to all individual customers (text attached) who had a remaining non-expiring credit balance instructing them to claim their balance as a same-as-cash gift card through the 3rd party partner, Tremendous by December 15, 2022. All remaining funds that we not collected were escheated to the individual customers' state unclaimed property. Please follow up with your state's unclaimed property department to collect any escheated funds. Thank you.

  • Initial Complaint

    Date:02/28/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    In a different complaint I saw that all account data was supposed to be deleted for all accounts on December 1st 2022, but in a digital footprint scan done by my insurance company it found my account. I was going to try to delete the account but have no way of doing so now. I just want my data erased from their servers.

    Business Response

    Date: 04/25/2023

    Tophatter no longer has servers since closing for business. Attached is a copy of the final email sent to all Tophatter customers on October 11, 2022.

  • Initial Complaint

    Date:11/24/2022

    Type:Product Issues
    Status:
    Answered
    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 have a refund amount that has not been returned and the site no longer exist. Another complaint states an email was sent to customers with outstanding refund balances, I did not receive. Please advise how to contact to receive monies owed.

    Business Response

    Date: 11/28/2022

    Effective October 11, 2022, Tophatter has permanently closed. Please note that Tophatter.com is offline, and the *************************** email address is no longer monitored.

    If something is wrong with an order or it wasn't delivered:

    1. All sales from June 1, 2022 were paid to sellers directly and not to Tophatter. We are unable to process any refunds, because we were not the merchant that was paid. The shopper will need to contact the store by replying to the email they sent when they paid for the order. 
    2. If the store is unresponsive, or if the shopper didn't receive an order from prior to June 1, 2022, the shopper may be able to file a dispute or chargeback with their credit card company. The shopper should contact the card-issuing bank directly to explore that.


    As of June 1, 2022 all payment data have been deleted from shopper accounts. All remaining account data will be deleted by December 31, 2022.

    Non-expiring Tophatter credit is that which was issued as a result of a refunded order initially paid with cash (credit, debit, PayPal) that could not be refunded to the original payment method. All shoppers with a non-expiring credit balance on their account were sent an email to claim the balance amount as a gift card through Tremendous. If the shopper does not respond by 12/15/2022 the balance will be considered unclaimed and escheated to the appropriate states unclaimed property agency. Once the balance is transferred to the state, the shopper will need to contact their office directly in order to claim the funds.

    If a shopper did not receive an email to claim a Tophatter credit balance, either there was no non-expiring Tophatter credit balance on the account, or the email went to the shopper's spam folder and the funds will be collectible from the state's unclaimed funds at a later time. 


    Thank you.

  • Initial Complaint

    Date:11/11/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    You How do I file a complaint against Tophatter.com , I have a balance on my account and have not been able to connect with anyone by phone or email,, I have a balance from refunds for bad products, misrepresented and such. Can you help me?

    Business Response

    Date: 11/11/2022

    Hello, There are no Tophatter accounts associated with the email: ************************. Not to worry though, all accounts having a remaining balance of non-expiring credit that they received from a refund have been sent an email to claim the funds. If your account had a balance of non-expiring Tophatter credit, please check your email. These emails were sent to the email address registered to the Tophatter account. Thank you.

  • Initial Complaint

    Date:08/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 called Tophatter they tell you to wait so many days for your order OK I called them back because it never got shipped by or 123 or whatever they tell me they check their vendors very closely to make sure theyre legit I got ripped off by one that wasnt legit and they tell me theres nothing they can do to help me we need to make the public wear this because they dont stand behind with fire protection or nothing like they say they do so I got ripped off $118 in it its my fault I bought from somebody that they put on there but yet they tell us they check out everybody well evidently they dont I need a responseGod only knows how many other people are getting ripped off people need to be made aware of Tophatter I tried to leave feedback but they got it where you cant put anything negative so need your help they need turned into every possible ***** see there is because they are a fraud there are some good vendors dont get me wrong but they dont stand behind you they dont care if you get ripped off or not they say they doSome fire protection to me theyre fraud in the public telling everybody they have all this and that in place but they dont need your help thank you

    Business Response

    Date: 09/01/2022

    Hi *****,

    Tophatter does not provide support via phone, so anyone you talked to via phone was not Tophatter.

    I  do see you previously wrote to us via email regarding a number of your orders which were purchased via Partner Auction.
    Partner Auctions are where you purchase a product directly through the seller's website, without paying through the Tophatter. For more details see: https://help.en.tophatter.com/article/824-partner-payment

    As explained in our FAQ, no protection is provided by Tophatter for this type of purchase. We recommend buyers try to resolve any issue with the merchant first; however, credit and debit cards, PayPal, and digital wallets offer buyer protection when things don't work out:
    https://help.en.tophatter.com/article/826-partner-buyer-protection

    We appreciate this is a negative experience and sincerely apologize for that. The reason we are unable to issue a refund ourselves is simply that we are unable to refund what we have not charged. Since the payment was made through the 3rd party website, no refundable charge has been made by Tophatter.

    Please reach out to your payment provider, so they can assist you further.

  • Initial Complaint

    Date:08/07/2022

    Type:Product Issues
    Status:
    Answered
    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 have asked this company over 10 times to unsubscribe me and they continue to send me emails. Ive complained over and over they responded with it must be coming from a different email??? Why am I getting on my email. Is there any thing I can do about them wasting my time??***

    Business Response

    Date: 08/08/2022

    Hi ***,

    Thanks for reaching out!

    I see our team has unsubscribed the account associated with the email you are writing from and we have asked you to forward any further emails receive from us to *************************** so we can investigate.

    It is possible that the emails are not from Tophatter and simply someone using our name/logo in an attempt to scam you. 

    Once we can review the emails you are receiving we will be able to determine if they come from us and if so, what account they are related to.

    Thanks again,

  • Initial Complaint

    Date:07/23/2022

    Type:Product Issues
    Status:
    Answered
    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.
    It is impossible to unsubscribe from their emails without agreeing to the terms and conditions of the company.Its a backhanded way of ensnaring customers some time in the future.Unethical towards the individual user.

    Business Response

    Date: 07/24/2022

    Hi ****,


    Generally, if you are receiving an email from Tophatter, it is because you have an account with us, so the terms have already been accepted. However, there are a couple of rare scenarios where someone could be subscribed without an account, such as when their account has been deleted per their request.

    In any case, we are happy to unsubscribe anyone on request. If the links in the email to unsubscribe are not resolving the issue, our support team ***************************** can be reached 24/7.


    There is no Tophatter account associated with the provided email.

    Please provide the email associated with the Tophatter account and we will be happy to ensure it is unsubscribed.

    If you do not have a Tophatter account and are receiving emails, please forward the email to *************************** and request to unsubscribe, so we can investigate further for you.

    Thank you,

  • Initial Complaint

    Date:07/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought 3 items from TOP HATTER THAT I HAVENT RECIEVED. AND CANT GET HOLD OF ANYONE TO DETERMINE EITHER WHERE THEY ARE or GET REFUND.

    Business Response

    Date: 07/12/2022

    Hi *******,

    Our support team can be reached by contacting ***************************.

    There are no tophatter accounts associated with the email address provided. Additionally, we were unable to find any accounts associated with your name or mailing address provided.

    Please provide the email address associated with your Tophatter account or the order numbers found in the confirmation emails provided after purchase, so we can investigate and assist you.

    Thank you,

    Customer Answer

    Date: 07/15/2022

    I reject the answer. V correct email is. ************************* I have checked every where. I want these refunded.

    Business Response

    Date: 07/21/2022

    Hi *******,

    Thanks for your message. 

    It is not clear from your messages which 3 orders you have not received, however, there are only 5 orders on the account so I have reviewed the 3 which you are most likely referring to.

    Order #: 151301723 is a partner auction, so any issue with that order will need to be handled directly with the seller as explained in our FAQ: https://help.en.tophatter.com/article/822-partner-refund
    If they are unable to assist you, I recommend reaching out to PayPal for assistance.

    Order# 151242704 & Order #********* were sent together and last mile tracking shows delivery to the correct location:
    https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=92612902410577543438501286%2C&tABt=false
    Because tracking shows delivery to the correct location, we are unable to require a refund from the seller. If you received a package with tracking number 92612902410577543438501286 or WNBAA0192249334YQ but it contained something else, please let us know.

    If your question relates to other orders, please provide the order numbers and we will be happy to review.

    Thank you,


Tophatter, Inc. is NOT a BBB Accredited Business.

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