Complaints

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased multiple items from this business online and they forgot to send one of the items. They instead erroneously sent me a duplicate of a separate item. I emailed them about the error and they refused to send me the item which I ordered and paid for until I pay an additional cost for the duplicate item which I did not order. I told them I would send it back to them and that they should pay the shipping cost since it was their mistake. They have not responded to my email.

  Business response

  12/31/2023

  We have already sent the customer the missing $10.95 item..... 

  Customer response

  12/31/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on Feb 18 i won an auction from a Lionel ********** Hobby Store it was $125.00. After the auction was over ***** was supposed to seen me an email to pay for it. When i got the email it look wrong plus NO WAY to Pay for the ***** So i call right away. We talked and he said he'll send me another email. Well i waited and nothing. Well Monday was a Holiday and no one was in his office. I did send another email and a few phone calls with no ANSWER BACK. Finally Tuesday night i got the email on how to pay for it. Well my card i need to used is home. It was a major storm going through the country. I was an Over the Road truck driver. So i had to be safe and i have a sacrifice to our country to be safe. So Wednesday Night around **** i fill out the email to pay for it. By **** there was NOTHING on the AUCTION LIST for me to make my PAYMENT. So i wrote ***** again that NIGHT. He said i was now to late he wanted the money right away. I explain to him were i was what i was doing. and he stated to LATE he found someone else. Tuesday Morning ... Never once did he call me nor send an EMAIL telling me. I try many of emails and phone calls he refused to answer not even ONE CALL just HANG UP every time. When i used my other phone the store answer right away but said it's up to ***** he's the owner of Mr ****** Trains. i said this is how you treat TRUCK DRIVERS without us you would never have items in your store plus with a MAJOR STORM HEAVY SNOW. i must put Country SAFETY FIRST. They have family to come too. I feel he wanted his friend to win the AUCTION and was surprise i put in a higher BID. So this was his way to REFUSE ME OF WINNING. i have won many things on **** i have a 100% score on payment right away. You can Check it out for yourself. SO WHY DID HE DO THIS TO ME>> It's not like i never called or email him i did many times starting on Feb 18 i have all the emails save. Thanks You *******************

  Business response

  02/27/2023

  Sorry you're troubled with this. This individual bought an item on our online auction and despite four invoices and an additional email to please pay for it or contact us, we heard nothing. On the fifth day, we canceled his bid and sold the item to the next highest bidder. Then he responded. He has contacted us several dozen times, posted negative reviews on ********* and now is troubling you. The item was sold and shipped to the second bidder. We don't have another one. We hold these auctions monthly and out of the 300 we completed in February, he was the only one that didn't pay for his item. He acknowledged that he waited to contact us because he is a truck driver and Monday was a holiday for him. So I guess he doesn't pay his bills on time.

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************
  I have 7 emails with my phone number about this AUCTION.i have proof from **** that i have a POSITIVE with everything i bid on and paid fast. Mr ***************** never wanted me to get it because i was TOLD by his employer the bid didn't go high enough . The item sells for over $400. but since i won at only $125 he took it away. If i didn't want to pay would i be going through all of this. Plus he was CLOSE also on Feb 19 Monday for President *** too. I also know i'm not the first person he done this too. That's why this must be review and put on NOTICE feel free to call me ***************** ************ i have nothing to hide. Plus let ***** prove to you he sent all this EMAILS for me to pay. I sent you proof he did not Thanks *****************

  Business response

  03/01/2023

  I sold it to the next guy in line for $125.... attached is a copy of the second guys order. His acquisition that ********** for more is a new one. More BS. Bottom line, this guy ignored our requests for payment so we canceled it and sold it to the #2 bidder.

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  [Provide details of why you are not satisfied with this resolution.]Sorry you're troubled with this. This individual bought an item on our online auction and despite four invoices and an additional email to please pay for it or contact us, we heard nothing. On the fifth day, we canceled his bid and sold the item to the next highest bidder. Then he responded. He has contacted us several dozen times, posted negative reviews on ********* and now is troubling you. The item was sold and shipped to the second bidder. We don't have another one. We hold these auctions monthly and out of the 300 we completed in February, he was the only one that didn't pay for his item. He acknowledged that he waited to contact us because he is a truck driver and Monday was a holiday for him. So I guess he doesn't pay his bills on time.

  FIRST THOSE WERE MR ********************** WORDS. LET ME POINT OUT IN HIS STATEMENT HE STATED 5 ***S. OK FIRST CAN ANY ONE COUNT ? HOW MANY ***S IS IT AFTER SATUR*** AUCTION MR ****************** CAN'T EVEN TELL THE ***** THERE. LAST I CHECK 5 ***S AFTER AUCTION IS THURS***.. ***** IT'S UNLESS YOU FORGOT HOW TO COUNT. TWO HE SHOWS HIS INVOICE HE MADE UP HIMSELF. THREE MY WINNING BID WAS $125 DOLLARS. SO HE SAID HE GAVE IT TO THE 2ND WINNING BID NOW HOW COULD IT BE THE SAME PRICE. MR ****** *********************** WHY CAN'T YOU JUST SHOW ***** OF THE EMAILS SENDING ME TO PAY FOR AUCTION ....!!! YOU KNOW WHY HE CAN'T BECAUSE HE NEVER SENT THEM. TO ME I CAN PROVE LIKE I SENT TO BBB THE ***** I SENT HIM EMAILS AND PHONE CALLS EVEN ON SATUR*** THE *** OF AUCTION.. HE JUST REFUSE TO LET ME PAY FOR MY AUCTION BECAUSE ***** WANTED THE AUCTION TO GO HIGHER THEN $125. IT'S AN ITEM THAT COST OVER $400. HE DON'T EVEN THINK MON*** WAS A HOLI*** PRESIDENT ***. CALLS ME OUT FOR NOT PAYING MY BILLS WHEN I AM THE ONE CALLING HIM OUT ON *** ONE. I TALK TO BBB TO*** AND THERE IS NOTHING FOR I COULD DO BUT THIS WILL BE ON HIS RECORD FOR 3 YEARS. MR ********************** I KNOW YOU LIE YOUR OWN WORDS PROVE THAT BY THE 5 *** STATEMENT ALONE. I READ OTHERS WHO HAD PROBLEMS WITH YOU I'M NOT ALONE. THANKS ALL FOR READING MARK.
  

  
  Regards,
  
  *****************
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is against Mr ********************** *******, IN for violating their Price-Guarantee policy by overcharging $107, for which I seek a refund. On 10/28/2020 I pre-ordered 2 MTH F3A locos each priced at $409.95 Invoice #*****. Their website had a Legal Menu for Pre-Orders, clearly stating If the price for them increases at any time after you have placed the order, you are guaranteed to be billed at the pre-order price. After notified of arrival, I went to their store on 7/30/2022 being their 1st customer before 10am, only to find without notification that my order # had been changed to #*****, & that the unit price of the 2 F3A locos had by increased by $50 each, from $409.95 to $459.95. When questioned how & why, the answer was that the vendor MTH had increased their price, so they passed it on, despite their Pre-Order guarantee. Returning home at 1:43 pm, I emailed their Website guarantee AT THAT TIME = REALLY IMPORTANT! Their response at 3:02 was to admit they violated their own policy by raising their prices because I am not going to absorb the price increase from MTH. What is particularly onerous & disturbing is that sometime on 7/30 AFTER my visit & email objections, they CHANGED their legal Pre-Order policy on their website: Revised for clarification; 7/30/22, then added a new sentence to apparently justify their actions after getting caught: This does not apply in the case of an increase by the manufacturer; if the manufacturer raises the cost for the item, you will be given the option to take it at the new price or cancel the preorder. The new guarantee is essentially meaningless as they deal directly with MTH, so only the 2 of them can raise prices, & this just shielded them. Sadly & more concerning is that I am not alone, with likely ****** or more victims who also preordered not aware of what was done to them, likely a mini-class action. I am seeking a refund of $100 + $7 tax = $107 overcharged PreOrder for myself & all affected parties.

  Business response

  08/05/2022

  As we explained to this customer that the manufacturer raised the price on this item over a year ago. We modified all outstanding pre-orders to this effect. Since we discussed this with him, he came into the store and purchased the item at the current price, then called several times complaining that he is due a refund. We told him if he isn't happy with it he can return it for a full refund. No return to date .

  Customer response

  08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  Unfortunately, in their response Mr ********************** deliberately chose to not address/to evade/to ignore the focused basis of this complaint, which was their disregard of their own published Pre-Order Price Guarantee, for which they overcharged me $107 from Order# ***** placed on October 28, 2020.  They claim they raised the price of those items over a year ago, when their Guarantee Policy insures that they wouldnt.so they admit it: We modified all outstanding pre-orders to this effect, which they committed and said they wouldnt do. 

  Then, their actual response is filled with false statements. They claimed they discussed this with me, or notified me by email:  I NEVER RECEIVED ANYTHING FROM THEM, from the time I pre-ordered this, until I inquired by email if the merchandise could be picked up on July 30, (and which contained the original Order #*****, and which THEY NEVER CONTESTED/CORRECTED THE ORIGINAL PRICES THEREIN).  I was then completely blindsided in their store by this $107 price change, and that was the very first time ANYTHING was discussed with me, and only in person, and only when I was actually making the purchase.so that was FALSE.  They then claim that I called several times complaining:  FALSE, I have NEVER made a phone call to Mr **********************, NEVER, EVER. EVER! This is fabricated.  I only sent one email to them IMMEDIATELY AFTER my visit to the store at 1:43 pm on Saturday July 30, 2022, challenging their Guarantee policy and requesting that they abide/own-up to their commitment, to which they curtly responded at 3:02 pm that they are not going to absorb the price increase from MTH..which is reneging/welching/violating every conceivable aspect of a Price Guarantee. Then they very quickly changed their Pricing Policy on their Website,after-the-fact on July 30, and only AFTER they were challenged:  Revised for clarification 7/30/2022.  Why was there a need for clarification, and only AFTER I questioned their policy???

  They claim they have offered a refund:  all I have ever wanted was the merchandise,at the price they guaranteed and committed to at the time of the Pre-Order.  If I wanted a refund, I never would have ordered the merchandise in the first place, and I wouldnt have waited 20 months for it.  I only seek the partial refund of $107, resulting from their non-guarantee policy.

  BEWARE: immediately after receiving notice from BBB concerning this complaint on Friday August 5, 2022, Mr ********************** at 5:51 pm, unilaterally and without cause,CANCELLED my remaining 2 pending Pre-Orders (one from October 2020), Orders #*****B and #*****, in apparent retaliation for questioning/challenging their policy.  The reason given:  because we suspect the order is fraudulent.  This has now been elevated to a whole other level of ethical and questionable business misconduct.  It is my obvious punishment, for questioning their policy and why I seek your professional assistance.  

  Regards,
  
  *****************************
  

*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. ↩