ComplaintsforCollections Etc., Inc.

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Initial Complaint
05/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 07, 2024, a transaction of $50.30 was processed on my account. However, on May 17, 2024, an additional transaction of $21.60 was debited from my account without my consent. Upon noticing this unauthorized transaction, I immediately contacted your customer service department. I was assured that a supervisor would review the matter and get back to me promptly. Unfortunately, to date, I have not received any follow-up or resolution.The customer service form that I completed and sent is provided below:I'm writing to express my frustration and dissatisfaction with the recent experience I had with your company regarding an order for car seat covers. For Mother's Day, I ordered two car seat covers for my grandmother. However, upon opening the gift, we discovered that there was only one cover in the box. I promptly contacted customer service, and they agreed to ship out the missing cover. To my dismay, I noticed an extra charge on my bank account which was made without my prior consent, an action that is both unethical and illegal. When I reached out to your customer service again, they assured me that a refund would be processed, but I am still waiting for it.A few days later, my grandmother informed me that the seat cover kept sliding off as she exited her vehicle, which posed a significant safety hazard given her age. This design flaw makes the product not only defective but also dangerous. I had initially read a review where another customer reported a similar problem, which raises concerns about the overall quality and safety of these covers. Despite this, your customer service team has informed me that I would need to pay $12 to return these faulty and hazardous products. This policy is unacceptable, especially considering the safety risks involved.I am requesting a full refund for both seat covers without any additional charges for returns. Additionally, I expect the unauthorized charge on my bank account to be reversed immediately.
Business response
05/23/2024
May 23, 2024

CASE# ********
*****************************
Order# ********

Thank you for the opportunity to respond to this complaint.
When customers contact us for a replacement or exchange our system needs a valid credit/debit card
in order to process it. In most cases the customer does not see any adjustments to their account as we are charging and crediting the same amounts. Unfortunately, there are times like in her case the transaction did not work as it should and she was charged when the item shipped and two days later she was issued a credit that we had to do manually. We are sorry any confusion this has caused her.

We have issued a full credit in the amount of $50.30 for the two car seat cushions we are sorry they did not work out no return is necessary.
Sincerely,
Collections Etc.
Customer Care Department
Customer response
05/27/2024

Complaint: 21733316

I am rejecting this response because: I have not recieved the full refund amount that was taken out of my bank account. The total refund amount should be for $71.91

Sincerely,

*****************************
Business response
05/30/2024
Referencing Order#: 23,428,811
Referencing Item#: *****, "Comfy Car Seat Cushion"

Thank you for contacting Collections Etc. There is no need to return this products as this order has been refunded in full. Charges and credits for this order are listed below. We appreciate the opportunity to service your purchasing needs.

5/6/24 Charge $50.30
5/16/24 Charge $21.63
5/18/24 Credit -$21.63
5/23/24 Credit -$50.30

Thank you for choosing Collections Etc.
Customer response
05/30/2024

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
05/14/2024
Complaint Type:
Product Issues
Status:
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.
On 05/01/2024 I ordered 4 Furniture Protectors (***** Chair $19.99, ***** Sofa $39.99, ***** Love $34.99 ***** RECL $24.99) and qty. 10 Cast iron Frog Key Hiders @5.99 each for a total of $59.90. When I received my order, a box that was crushed on one end, was left at my patio door. When I opened this box the shipment only contained the ***** Chair, ***** Love and ***** RECL, the ***** SOFA was missing as were qty. 5 of the qty. cast iron frog key hiders. I called Collections Etc. **************** number that day and informed them of the problem and also asked them for a return slip for the Furniture Protectors because the color and quality was wrong for me.. They said they would send me a return mailing receipt slip to my email ****************** Seven days have gone by and still do not have a return slip for the items I want to return, in addition, I have received 5 more cast iron for key hiders but I was re-charged again for 5 more of those. I have now paid for qty.15 cast iron frog key hiders and I only received 10. I have called customer service 5 times and have spent at least 2 hours of own time trying to get his resolved. Each time I am told keep looking in my email. THERE IS NO RETURN SLIP IN MY EMAIL! I have looked in the Inbox, Promotions, and Social tabs every day for 8 days now. I want a credit for all the Furniture Protectors and qty.5 of the key hider frogs. I also want all shipping charges credited.
Business response
05/16/2024
May 15, 2024

Case# ********
***********************
Order# *******

Thank you for the opportunity to respond to this complaint.

We are sorry she has not received the four return labels we had issued to her. One is attached this response and we will also mail it. Our labels are a convenience not a requirement; upon receipt of the furniture protectors we will issue her a refund.
************** included a free shipping promo code on the original shipment and was not charged. We do not offer free shipping on returns. There is a $11.99 charge for using our return label this will be deducted from her refund upon receipt of the items.

When the customer pays with a credit/debit card and we have to replace or exchange an item we have to have an active card. Most of the time our system will do a credit/debit when we reship and the charge would be invisible to the consumer since the amounts offset each other. Unfortunately, in some cases our system will charge for the reship but the credit has to be manually processed which is what took place in this case. We reshipped and charged her on May 9th and on May 13th the credit was issued.

Sincerely,
Collections Etc.
Customer Care Department
Initial Complaint
05/08/2024
Complaint Type:
Billing Issues
Status:
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.
On 5/5/24 I placed an online order and a notice came up that my credit card was rejected...I was confused because I knew it was a valid card....so I tried my bank debit card and got the same response...on Tuesday I noticed that the amount of ****** was deducted from my bank account and when I checked my credit card transactions collections etc had also charged my credit card in the amount of ******. I have called the company and all they said was they didn't have my money and said neither card was charged.
Business response
05/13/2024
Thank you for contacting Collections Etc. We apologize, we are unable to locate an order with the charge you are describing. We are happy to assist further and will need a copy of the financial statement showing the charge to be faxed to our ****************** ***************). We appreciate the assistance in this matter and the opportunity to service your purchasing needs.

Thank you for choosing Collections Etc.
Initial Complaint
05/01/2024
Complaint Type:
Product Issues
Status:
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.
I ordered this electric skillet as a gift for my son. He never received it and now, when I asked them to refund my credit card, they told me they can't because it was on the shipping list. It was supposed to be a gift for my son but he doesn't want it and it's well over the shipping time. I would appreciate your help in this situation. It's also way too expensive for a small skillet.Thank you in advance for you help and consideration.*********************
Business response
05/03/2024
Case# ********
*********************
Order# ********

Thank you for the opportunity to respond to this complaint.

We are sorry electric skillet was not received. Due to a system issue the order was not sent to
the warehouse for shipping. When an item is not shipped the customers are never charged. As
requested the item has been cancelled and will not ship and she will not be charged.

The copy of the bank statement she included with this complaint for was an order she placed March 24th for other different items,embroidered V--neck top and a set of 2 flower mats this order shipped March 26thshe was billed $49.04.

We hope we have explained this to her satisfaction.

Sincerely,

Collections Etc.
Customer Care Department
Initial Complaint
04/29/2024
Complaint Type:
Billing Issues
Status:
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.
My mother-in-law placed an order with Collections, *** in July 2022. Every month thereafter $16.95 was deducted from her checking account. I noticed it on a recent statement and traced it back. She never agreed to any membership and is filing this complaint. My mother in law is 85 years old and had not been reviewing her bank statements closely and these payments slipped past. We are requesting that then company cease making unauthorized withdrawals from her account and reimburse the amount that was wrongfully taken. We are also requesting that she be removed from any mailing lists so that she doesnt continue to receive catalogs several times per month. There seem to be many similar complaints against this company and I am doubtful we will reach a successful resolution with the company directly.
Business response
05/01/2024
May 1, 2024

Case# ********
***********************************
Customer # ********

Thank you for the opportunity to respond to this complaint.

We did find that she was issued three Merchandise Certificates for receipts she sent to *************** so we know she was aware that she signed up for the program. We have cancelled her membership and credited her $355.95.

As requested we have removed her from our mailing list she may receive a few more as we print our catalogs in advance.

Sincerely,

Collections Etc.
Customer ***************
Initial Complaint
04/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Over 1 year ago, I made a purchase at Collections, etc. For 6 pairs of shoes @ about $30 each. Preferred payment PayPal @ $18.26 per month until paid off.I'm still paying even though $438 was already deducted from my bank and it's over a year. I called them on it today to see what's up. **************** says I'm paying for my membership! I asked her what membership. I told her I didn't sign up for any membership. I would have never in a million years. She argued that yes I did sign up. No I did not. The total for the shoes should have cost roughly $180 and I so far have paid $438.24. So, I was then told I would be refunded for the last 4 payments. That's only $73.04. Totally unacceptable!! I'm still owed roughly $185.20!! Less shipping n taxes of course.I would like this resolved in a timely fashion. I love the shoes!! But I was way overcharged.Thank you ***********************
Business response
04/18/2024
April 18, 2024

Case# ********
*********************
Customer # ********

Thank you for the opportunity to respond to this complaint.

Ms. Carrs membership was cancelled and we have issued her a credit for all the membership charges.
We ask that she allow up to two billing cycles for it to appear on her bank statement.

We regret any inconvenience this may have caused her.

Sincerely,

Collections Etc.
************************
Customer response
04/18/2024

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
04/12/2024
Complaint Type:
Customer Service Issues
Status:
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.
The order was made on 23 Mar 2024 they said they received the order on 29 Mar 2024. The order was for two monogramed shirts. The amount paid was $63.64. The shirts were ordered for a Remembrance day ceremony in *********** for children who died in 2023 which I our son was one of them. The company has not sent our shirts to this date and every time we contact them we get a different story. We need the shirts by the 19th of April and as far as we can tell by all the different stories we get the shirts have not even been started on yet and we may or may not receive them in time for the ceremony now. As of today I asked that the shirts be received by the 19 Apr 2024 or for our money to be returned as we will not need the shirts after the 20 Apr. 2024 and they refused to do either today when I was talking to a supervisor on the phone who hung up on me.
Business response
04/18/2024
April 18, 2024

Case# ********
***********************
Order# ********

Thank you for the opportunity to respond to this complaint.

We are sorry for the delay in shipping Ms. ****** order. We had to wait for her to pay
the balance that was due on the order. Our personalized items are shipped out of a different
warehouse as we do not do it at our location so there may be a slight delay in shipping.
Her order shipped on the 15th and the schedule delivery is today the 18th. Tracking # **********************

We are sorry for any inconvenience this may have caused her.

Sincerely,

Collections Etc.
Customer Care Department
Initial Complaint
03/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
It was December 9th 2023 I got a pair of diabetic socks. There was a couple holes in them. I want my money back. I was told I was refunded and I wasn't. I'm not ordering again from them.
Business response
03/29/2024
March 29, 2024

CASE#********
***********************
Order# ********

Thank you for the opportunity to respond to this complaint.

We are sorry ****************** did not receive a refund for the diabetic socks we will mail her
a refund check in the amount of $11.65 on Tuesday April 2nd.

Sincerely,

Collections Etc.
Customer Care Department
Customer response
04/01/2024

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
03/23/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 13, 2024 I placed a catalog order with this company for a toilet seat riser with lid. I was told then to allow 1-10 days. So I called them about delivery on February 10th because my order had not arrived and was told that it was returned by *** and they sent out again ...allow 10 days again? I cancelled the order on February ********************************************************** they received my payment the same day that the order was placed! On March 2nd they claimed they credited the amount back to my credit union and allow 3-5 days to show up. On March 8th still nothing showing up. When I called the company this day I was told they were sending me a check. To-date NO CHECK. Thank you for your help
Business response
03/29/2024
March 29, 2024

CASE #********
***************************
Order#********

Thank you for the opportunity to respond to this complaint.

We are sorry **************** did not receive our refund check #******* in the amount of $48.74.
The check was mailed on March13th customer needs to allow up to 30 days before we can
reissue her a replacement.

We regret any inconvenience this has caused you.

Sincerely,

Collections Etc.
Customer ***************
Customer response
04/01/2024

Complaint: 21475152

I am rejecting this response because:

Sincerely,

***************************
I have received this type of response on several occasions before from this company. Why does it take this long from ******* to ******** to get correspondence and/or a check!! This just does not sound right...you are not trying to satisfy customers but fool them with all these 30 day time spans?

Business response
04/11/2024
April 11, 2024

CASE #********
***************************
Order#********
We are sorry she did not receive the refund check that we mailed March 13th check #*******
We rely on the *********** to deliver our correspondence we are sorry they failed to deliver her check. We have put a stop payment on the first check and reissued her a replacement check # ******* it will be mailed today April 11th.

Sincerely,

Collections Etc.
Customer Care Department
Customer response
04/11/2024

Complaint: 21475152

I am rejecting this response because:
This is what I have been going through since January ...allow 30 days to receive at which time another 30 days appears on and on and now we are into April. I can't understand why it is so hard for me to get my money back? I have never encountered by no company I dealt with before! Now they are talking about a "replacement check going out today (4/11/24). Is this another 30 day situation? NO NO NO Still unacceptable if I have to wait another 30 days!!!

Sincerely,

***************************
Business response
04/18/2024
April 19, 2024

CASE #********
***************************
Order#********

We are not asking **************** to allow 30 days to receive the check. We mailed the check April 11th
she needs to allow for postal delivery. We have to rely on the *********** to get it delivered in a reasonable amount of time.

Sincerely,

Collections Etc.
Customer Care Department
Initial Complaint
03/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
2/19/2024 SHRUNK..the **faces are screwed up not soft dainty as in the past.I bought 2 sets they are using the original pictures of the beautiful larger onesUNREAL .i went to return the ugly ones they want $11.00 not sure if for both..why when they deceiving us..I cant return for free.. pure deception
Business response
03/22/2024
March 22, 2024

CASE#*********
*************************
Order# ********

Thank you for the opportunity to respond to this complaint.

We are sorry ************ is not satisfied with the fairy sitters. Our policy for this kind of situation is to
offer our return label that does come with a return postage fee. The customers can always use their own carrier as our labels are a convenience not a requirement and it is a matter of opinion regarding the look of an item. As a one-time offer we will mail her a pre-paid return label.

Sincerely,

Collections Etc.
Customer Care Department
Customer response
03/22/2024

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,

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

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