ComplaintsforArctic Supplies

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for three cases of Ice Cream supplies, PAID IN FULL, this company only sent ONE case. I've emailed them many times, called their number dozens of times, they never respond to emails and never answer their phone, Items Ordered Product Name SKU Price Qty Subtotal 16 oz Polka Dot Ice Cream Cups AS-PC16PLKCT $99.95 Ordered1 $99.95 16 oz PP Paper Ice Cream Cup Flat Lid, 1000/cs C-KDL112-PP $69.95 Ordered1 $69.95 6 oz Polka Dot Ice Cream Cups AS-PC6PLKCT $85.95 Ordered1 $85.95 Subtotal $255.85 Shipping & Handling $0.00 Estimated Total $255.85 Back to My Orders Order Information Shipping Address William Simmons Scoopy's Homemade Ice Cream 620 S East Benton, Arkansas, 72015 United States T: 5013267000 Shipping Method UPS - UPS Ground Billing Address William Simmons Scoopy's Homemade Ice Cream 620 S East Benton, Arkansas, 72015 United States T: 5013267000 Payment Method Credit Card

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 2/16/2022 @ 7:00amCST Amount of Transaction: $217 Item Purchased: Dart 4J6 4oz White Foam Food Bowl, 1000/cs I never received an invoice, whether through email or mail, and never received any shipping information either. I tried calling the 800# on their website but it just goes to voicemail with no return call (call made on 2/18 or 2/19). I even tried entering random "extensions" and those did ring through but ultimately went to voicemail, with, you guessed it, no response. Next I tried the "Live Chat," but there was no one alive to chat with on the other end. I resorted to sending an email, but as I figured, was a complete waste of my time. Now that I did some digging on the internet I see the only way to get a response from this company is to file a BBB compliant. What a great and smart business model! I regret doing anything with this company, but as you can guess, they charged my credit card the same day I placed the order. About the only thing they haven't screwed up to this point. Basically I need to know if and when my stuff was shipped, which for some reason is impossible for this company to do without getting BBB involved. If it hasn't been shipped then I want a refund and I need to order from someplace else because my event is coming up and I'm running out of time to get these in.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/03/01) */ *******, Your order # **** was placed on 2/16 and was cancelled and refunded on the day it was placed as the item is not currently in stock due to a manufacturer shortage. An email was sent to you confirming the cancellation as well. You can reach our customer support team at any time for order status related inquiries at *******@arcticsupplies.com and we are always happy to help. The amount of time it takes for a credit card refund to reflect on your card account can vary but typically is no longer than 10 business days. You may wish to reach out to your card issuer if you are still unable to locate the refund. Consumer Response /* (2000, 7, 2022/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Amount was refunded but no attempt to return our phone call, email, or "Live Chat" message saying the item was no longer available after we had checked out was found in our records. I see other complaints saying something similar...

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a case of premium ice cream pint containers and lids in Dec 2021 and paid the full shipping. When I went to use the containers I discovered that the lids do not stay on the containers as they should. I reached out to customer service several times over 8 days and received a delayed response asking for proof that they didn't work. Once they saw the video they acknowledged that I had received defective containers. Their response was "Thank you for providing that video. That definitely does not look like the normal fit for this particular brand of containers and lids so we will bring it to the attention of the manufacturer. We would normally go ahead and ship a replacement case out to you in this situation but the fact that the order shipped to HI makes that a bit more challenging. Instead, I have gone ahead and issued a refund for the purchase price of the item and we will allow you to keep the case." A case of containers that don't work is trash to me. I paid $82.19 in shipping charges to have defective containers that I can't use sent to me. I should also be refunded the shipping amount or sent a new case of lids and containers. It is their responsibility to ship a product that works so why would they not refund my shipping? It's not my fault that I live in Hawaii and it cost more to ship things here. I emailed them back immediately after the response they sent me on Jan28 and I have heard nothing. They do not answer their phone. I'm including a picture of two different brands of pint containers. The blank one is defective, you can clearly see that the lid does not have the crimp line that holds it onto the cup. The container on the right has a crimp line in the lid and it works well, this container is from an entirely different company/purchase location.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/08) */ Hi *******, It looks like our customer support team has been working with you regarding the defective item that was received. We advised you last week that we had brought the issue to the attention of the manufacturer and had issued a full refund for the purchase. Please note that since this was a Hawaii shipment, the shipping charge was quoted to you separately and was charged in a separate transaction on a different day. Because of this, the refund for the shipping charge may not be reflected to your card on the same day as the product charge but both charges were refunded in full. We would never expect any customer to pay for any product that is defective or less than satisfactory in any way. Consumer Response /* (3000, 7, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I look forward to receiving the refund for the shipping portion of my order, however my original form of payment is no longer available so please reach out to me personally for a new CC to refund to. I think it is important to note that in the response email I received from customer service on Jan 28 it was only stated that I would receive a "refund for the purchase price of the item". The credit memo I received on the 28th was only for the cost of the product, there was no mention of the shipping. I immediately sent a reply email inquiring about the shipping as part of the refund and never received a response. The credit for the product portion showed up the evening of the 28th so I don't see how there was a natural delay in refunding the shipping portion. Again, I look forward to a response so that I may receive my refund. Thank you Business Response /* (4000, 9, 2022/02/09) */ Hi *******, A refund for both the product and the shipping charge were issued at the same time. If you have not yet received the refund for the shipping charge and the card account is no longer active you may need to contact the card issuing bank regarding this. When a payment is made via a credit card we have the ability to refund the payment back to the same card but we do not have the ability to send the refund to a different card number. Both refunds have already been debited on our end and the credit card issuer should be aware of this and be able to further assist you. Consumer Response /* (4200, 11, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no refund issued. The card has been available to refund to the entire time. Please issue the refund for 82.19. I have never received a credit memo for that amount. Business Response /* (4000, 14, 2022/02/11) */ *******, As indicated in our previous response, a refund has already been issued for both the product and shipping charges. The shipping charge for this order totaled $82.19 and was refunded to a *** ********** ending in ***** The ARN reference number for the refund transaction is XXXXXXXXXXXXXXXXXXXXXXX. Your card issuer should be able track the refund using this number and advise you when it is expected to post to the account if it has not already. I can assure you that all payments associated with this order were refunded in full on our end. There is nothing further that we can do to refund this.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed 2 orders $145 each for paper ice cream cups. The first order a place under email ********************** was never confirmed but payment was taken. Tried contacting the company via phone, email, and chat with no response. The other order was placed under my company name **************************** and I rec'd a confirmation but nothing else and no shipment. At this point I want all the money returned and the orders cancelled. Order # **** and Order # *****

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/09/19) */ Hello, An order confirmation email for both orders was sent at the time the orders were placed. Since the items in both orders are currently on backorder, a shipping notification would not have been sent until the items became available and processed for shipping. We received an email from you on Wednesday 9/15 requesting the cancellation of both orders and the cancellation request was processed on that same day. It can take up to 3-5 business days for the refund to be posted to your credit card account. Please let us know if there's anything else we can help you with. Consumer Response /* (2000, 7, 2021/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I didnt rec'd a confirmation for the 1st order and didnt rec any information concerning a backorder and no repsonse to emails which is not a professional way to handle business. Thank you for this acknowledgment of the request to cancel the orders and the refund of the items.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company is advertising and taking online orders from their website https://www.arcticsupplies.com/ but not shipping items, and not providing refunds. Facebook location for the company, when notified is deleting all comments or messages attempting to contact them. Phone number is correct, but no one picks up. Eventually goes to a voicemail for you to leave a message. Message cannot be left it hangs up on customers. Emails are not responded to. Live Chat never receives response. I have had to file with my bank account to reverse the charges.

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/16) */ *******, Your order was placed via our website on 9/8. It was shipped within 48 hours and is scheduled for delivery to you on 9/16. You sent an email to our customer support team and received a response the following business day. In addition to this BBB complaint we were alerted that you also filed a dispute with your credit card company. We're not quite sure what prompted this course of action. Your order was fulfilled on time and without issue.. Please advise whether you intend to return the merchandise to us or if you would prefer to keep and remit payment following your chargeback. UPS tracking # XXXXXXXXXXXXXXXXXX Consumer Response /* (2000, 7, 2021/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Product was shipped and received. We are satisfied with this response. And will keep the product. Responding with shipping notifications or requests for updates on shipping status would prevent this in the future. The ignoring of requests for updates, inability to call, inability to leave a message, deletion of messages and comments on all social media posts leads people to quickly believe they have been scammed. We understand delays are happening. But communicating that gives the customer confidence, vs the way this was handled.

*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. ↩