ComplaintsforReturnmates LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, i recently filed a complaint with the company GOAT who recently returned my item using Returnmates, who then hands off to carrier Swyft for final mile delivery. Unfortunately, my item was never delivered nor can anyone locate the item. Tracking number is as follows cqs223823amg008bbek0.******************************************************************** Goat order was:103363038 I am suspecting theft is involved here and needs to be investigated.

  Business response

  04/02/2024

  We have contacted GOAT on the customer's behalf to let them know this is a valid claim. They will honor the claim and proceed with a refund/replacement for the customer. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  So I ordered a pair of sneakers from flight club. The shipping company they are using is a scam. I Been trying to contact a support team , I been trying to contact flight club, and I also asked for an update NO ANSWER.

  Business response

  01/23/2024

  Hi, *****!
  
  We sincerely apologize for the inconvenience you've experienced with the delivery of your sneakers from ************ We understand the frustration that can arise when packages are not delivered as expected, and we want to address your concerns.
  
  Upon reviewing the details of the delivery attempts, we found that there were failed delivery attempts due to safety concerns related to the location. After multiple attempts, this ultimately, the package being returned to sender.
  
  We want to clarify that our team takes all delivery concerns seriously, and we investigated each instance thoroughly. Unfortunately, despite our efforts to communicate and resolve the issue, we understand that you have had a frustrating experience.
  
  It's crucial to highlight that our team does not condone or engage in any fraudulent activities. We take pride in our commitment to customer satisfaction and the integrity of our services.
  
  We regret any misunderstanding that *** have arisen during this process and sincerely apologize for any inconvenience caused. We would like to work towards a resolution and encourage you to contact *********** directly for assistance with your order.

  
  If you have any further concerns or if there's additional information you would like to share, please don't hesitate to reach out. We are here to assist you and ensure a positive resolution to this matter.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to use Returnmates to send a return back to Nordstrom. It was worth over $8,000. Returnmates claims it delivered the items to Nordstrom, but ********* says it never received the items. Returnmates has provided no tracking information and no proof that it ever delivered the items to Nordstrom. I have been trying to contact Returnmates for weeks, but they have no phone number, only a text bot. The text bot keeps saying, "we are looking into your concern." I have received zero substantive information from them regarding my issue. I am very concerned this company is a scam. I do not know what to do to get the refund I am owed for my returned items.

  Business response

  01/10/2024

  Hello,

  I apologize for the inconvenience and frustration you have experienced with our service. I have thoroughly investigated your case, and I understand the importance of a swift resolution. According to our records, your pickup of 41 items was successfully completed on 12/8, and the items were consolidated and sent back to Nordstrom on 12/11. Typically it can take up to 14 business days for the items to be sorted in the Nordstrom facility and given the holiday I think this delayed the processing.I acknowledge your concern about the lack of tracking information and proof of delivery. I want to assure you that we take these matters seriously, and we are actively working to improve our communication and provide more transparency in such cases.I understand that ********* has refunded you for all the items, which is a positive outcome. However, I want to express my sincere apologies for any delays or difficulties you faced during this experience. We are committed to addressing your concerns and improving our service to prevent similar issues in the future. If you have any additional questions or require further clarification, please feel free to reach out. We value your feedback and are dedicated to resolving this matter to your satisfaction.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Returnmates is a third party shipping service that picks up packages and delivers them to ************** to then ship. Returnmates picked up my package (value about $500) and lost it. *** never received the package and the label was never scanned. This happened on 10/21/23. I have been in touch for the past two months seeking reimbursement for the lost package. I have been told over a dozen times that someone would reach out to me to make this right but no one ever has. I have followed up 3x/week since mid November.

  Business response

  01/03/2024

  We have connected with the customer and let her know the return was not lost. It was delivered to the merchant on Monday, December 18th 2023. 

  Customer response

  01/18/2024

   
  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

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 10/25 I had returnmates pick up my Gimos Shearling jacket for delivery. They picked it up, and subsequently lost it. I have gone back and forth with their customer service team in text messages to no avail. They have lost my item. Also it is passed the delivery date so I have lost $1000 for this coat. I demand the full insured amount of $1000.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Returnmates continues to charge me after I canceled my subscription on *** 14th. They have not reimbursed me for *** or June, which they said they would. I filed a dispute with my credit card but they keep charging me and won't delete my account from their system, even after I asked. *** 14th texted to cancel my membership, it was confirmed. *** 24th charged. *** 24th texted support, said they would reverse. June 24th charged again. June 24th texted support. Said they would reimburse and delete my data. July 24 charged again.

  Business response

  08/04/2023

  Thank you for bringing this matter to our attention. First and foremost, we want to sincerely apologize for the negative experience you encountered with our product/service. We pride ourselves on our commitment to customer satisfaction, and it's clear that we did not meet those standards in this instance. We conducted an investigation and it looks like the issue was caused by the representatives you interacted with not understanding that you had a different last name in the profile in our system. We have refunded you for all the charges for **** June, and July, and we have put in place procedures to make sure this doesn't happen again. 
  
  If you have any further questions or concerns, please do not hesitate to contact us.

*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. ↩