Complaints

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.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 scheduled a Priority pickup for 06/09/25 with a range of 08:00am - 12:00pm est. A driver was assigned and I waited all day for this driver to never call or show up. I called the support number and wait for 15 min before being forced to leave a message that no one responds to. I've been charged a reservation fee and I feel this organization is scamming. This is unacceptable.

  

  Business Response

  Date: 06/11/2025

  Good morning *****, sorry to hear about your experience! Completely understand your frustration. First off we have escalated this up to our senior leadership team to find out why your driver did not arrive as scheduled. This team will be reviewed to understand if this is truly a one off or if this a pattern because that is unacceptable. We have been hiring significantly on the support side to bring down wait times as well so this should not be an issue moving forward once those folks are up to speed. 

  We have refunded you for the reservation fee, which will be returned to your original payment method in a matter of a few business days. Please let us know if there's anything else we can do for you at this time. Thank you for the feedback. 

• Initial Complaint

  Date:06/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 scheduled this company to come and pick up beautiful furniture that I was donating to habitat for humanity. I did everything as instructed and received the email that said sit back and relax and let us do the rest. Well I had to email, call and chat in order for someone to tell me why my pick up had not been confirmed. I just got an email stating that they could not have someone come until Tuesday when I was schedule for Sat between 8:00-12:00. Before this I explained I had to have the furniture out today and as scheduled. I could not get a hold of anyone in person and I dont think this person (*******) tried at all to help me. AND I paid a deposit that I have not gotten refunded. Now I have to pay $500 to have someone come and get it and it wont be going to a charity at all. Absolutely ridiculous!

  

  Business Response

  Date: 06/11/2025

  Sincerely apologize for your experience ****! Completely understand how frustrating that is. We have escalated this feedback up to our leadership team to better understand why we could not deliver on the original time that you had requested. It appears that we've seen an unexpected surge in requests in your area and primary team got inundated with jobs. We will review your support chat with ******* as well as we should be doing everything possible to solve problems cause we know it's stressful operating on a deadline. 

  We have refunded your reservation fee, which should appear in roughly 3-10 business days. Please let us know if there's anything else we can do to remedy the situation. 

• Initial Complaint

  Date:05/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 scheduled ReSupply to come pick up some items from my Moms home on Thursday May 29. I had completed an estimate on line and categorized the items according to the definitions provided on the website. The estimate I created was approx $346. The crew arrived and immediately began loading my items on the truck. The driver took pictures of the items and sent them to the office. The driver returned and told me I needed to sign the updated invoice. It was almost $500 - a 35% increase. (The invoice reflected 5 additional items than the estimate. I did add 5 small items - 1 of those items (a small mirror) was not taken by the crew., however.) The biggest discrepancy was how my items were categorized by the office. I went out to the truck to talk to the driver - he could not have cared less about my concerns. He said the office prepared the invoice based on the photos he sent / he didnt provide any suggestions for resolving. Of course, my items had already been loaded on the vehicle at this point so I didnt have any recourse. I felt that I was taken advantage of and am extremely disappointed. I sent two emails to ReSupply yesterday - today I received a response simply referring to a document explaining why invoices may be higher than the estimate. I responded to ReSupply today that their response did not address my issue - that being with the categorization of my items. My invoice was significantly higher than the estimate and despite requesting an explanation while the crew was onsite, I received no details. This is not a reputable way to run a business.

  

  Business Response

  Date: 06/02/2025

  Sincerely apologize for your experience ****! My name is ***** ********* I'm one of the ** founders of Resupply. I hope you know we take feedback like this very seriously and we will be looking into this group for going outside our procedures as they are not supposed to load items until everything is understood on both sides and you feel **mfortable with the final **sts. We are actively working on software solutions that will prevent this as well. 
  
  We have authorized a refund for more than your requested amount to make up for your experience. The total refund will be $115.29 and should take about 5-10 business days to fully process. Please let us know if there's anything else we can do to remedy the situation or if you think there are other parts of the process that we should be aware of. 
  
  Thank you for choosing Resupply to donate your items. 

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response satisfies my issues and/or concerns in reference to complaint #********. I appreciate the prompt response from the business, their proposed resolution and process enhancements to prevent similar occurrences.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ************

• Initial Complaint

  Date:05/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Completely RIP OFFs Very disappointed ************************ for furniture donation (Queen size bed and the dresser), got quote $240.69 if I disassemble the bed my self or $316..89, if they will do it, of couse I choose self service, they linked me to resupply for pick up. Two guys came in on scheduled day, made some pictures, sad everything ok and start loading and moving out furniture. At the end I was asked to sign ipad for picked up ( no quote or talk about money) furniture. Same day in the afternoon receive text with final amount $316.89, which included base price $99.99, ELEVATOR FEE ?$50.00 and recycling fee $30.00.? Same day checked my bank statement: "resupply $364.42." Next day received text with final statement $379.42 ($47.53 tips), I thot tips supposed to be voluntarily. Called the Resupply customer service numerous time, everybody very apologetics , but so far nothing done, only promises to review

  

  Business Response

  Date: 06/02/2025

  Sincerely apologize for your experience ********! My name is ***** ********* I'm one of the ** founders here at Resupply. Your experience has been elevated to our leadership team as this is very important feedback. We are going to reviewing this hauler immediately to better understand the lack of **mmunication in the quote changes and better understand the tips situation. 
  
  We will be issuing you a full refund for your pickup, which will arrive in roughly 5-10 business days. We appreciate you providing us with this feedback as I can promise you we will work hard to ensure that this does not happen again. Please know that this is **mpletely a Resupply issue, and that the ************** is not at fault, they are an amazing organization that we are fortunate to partner with. 
  
  Please let me know if there's anything else you want us to be aware of or if there's anything else we can do to fix the situation. 

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** Basin

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 some items that were in excellent condition that I wanted to donate to Habitat for Humanity. Two love seats, two floor lamps with small round table tops a small velvet bench and a rug. I went to Habitat for Humanitys website and was directed to ReSupply. I completed the required information and was told my price was $226 but I needed to pay $15. So I did and I scheduled a pick up. The two guys arrived and started taking pictures of my items sent them somewhere and told me to check my texts and Id get my final bill. The first thing I saw was a message that the driver would explain why there were extra charges and then I saw my amount due was $322.17. No explanation and my items were already in the truck and trailer. I asked the driver why I was being charged $99.99 as a base charge, 6% for fuel and $40 for recycling? He told me they charge everyone those charges and he said all sofas and love seats are considered extra large. And the bench that I can carry alone is considered large. If those are standard charges they should be on the estimate. I will not associate with Habitat for Humanity, Veterans Affairs or Good Will because they promote on their websites to use ReSupply and direct unsuspecting people to this company. This is very sad.

  

  Business Response

  Date: 05/14/2025

  Hi ******, my name is ***** ********* I'm one of the co-founders here at ReSupply. Sincerely apologize that your pickup did not go as expected. We are working very hard on this and have some upcoming changes that are going to work to address them. It sounds like your mover did not follow our policies, as they are supposed to go over any changes to the price, with a full explanation, and give you the opportunity to accept or decline them, prior to loading your items on the truck. This group will be fully retrained before continuing to do jobs. 
  
  I know you spoke with a senior customer success manager on our team yesterday, but I want to make sure you know that we will be refunding you for all of the additional charges, and will bring you back to your original quote. I hope that you accept our apology and effort to make things right, and please keep in mind that those charities you mentioned are amazing missions, we are simply a third party trying to help them capture as many donations as possible. Please let us know if there's anything else that we can do to remedy the situation. 

  Customer Answer

  Date: 05/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  In addition, thank you for understanding and your expedient response, that makes a huge difference in my opinion of this company. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  ReSupply scheduled a pickup, made me confirm it and then didnt show up. When I contact their tech support I get a bot response and no followup. I call the support line on the website and get "no agents available, please leave a message". Thanks for wasting 5 hours of my day waiting for someone and then having no one available to address it despite saying you have people working until 8pm

  

  Business Response

  Date: 05/05/2025

  Hi *****, my name is ***** ********* I'm one of the co-founders here at ReSupply. Thanks for bringing this to our attention. First off, sincerely apologize that our support was unable to get back to you. We're working on expanding hours for cases like this when our drivers are running late. Our records show that we did end up completing your pickup. Is there anything else that we can do to remedy the situation for you? 

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.   Still they should not schedule pickups for times when they have no support.  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 4/24 I organized a pickup for a furniture donation to happen on 4/26. I entered my credit card information as it said the business used ******, a trusted partner in fintech. I don't believe this to be true.On 4/24 Resupply confirmed me with a driver and pickup window from 8 AM - 12 PM on 4/26.4/26 I called and left three voicemails, spoke to one individual, sent several texts, and two emails. No response as 45 minutes after the window. I would like all of my personal information, and especially my billing information, to be deleted.

  

  Business Response

  Date: 04/29/2025

  I am so sorry for the gap in communication there ******! My name is ***** *********, I'm one of the co-founders here at ReSupply. We're experiencing very high call volume and are working hard to catch up on the staffing side, but should have all of that sorted out very quickly. 
  
  I can confirm we have always used Stripe for our payments. We agree they're the leader in the space. Stripe stores your billing information, ReSupply does not store any billing information on our end. However we have still requested through ****** that your information be deleted. On our end we have removed your personal information from your pickup, as requested. 
  
  Please let us know if there's anything else we can do. Sincerely apologize we weren't able to complete your pickup as scheduled. 

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On April 5, 2025, I agreed to pay $162 to have an electric organ removed from my house and donated. Today, when they came to remove the electric organ, we were suddenly slapped with a $110 "recycling fee" that we were not warned about and told they would not remove the organ until I signed and paid. The driver told my husband that "maybe" we'll get the recycling fee back "if" St. ******* ******* accepted our donation. I don't understand why I'm on the hook for them not being able to establish donations in advance and coerced to pay over $100 more.

  

  Business Response

  Date: 04/09/2025

  Hi *********, my name is ***** *********, I'm one of the co-founders here at ReSupply. I am so sorry to hear that your pickup did not go as expected. Unfortunately, specialty items like organs are very hard to donate and costly to remove. All charities reserve the right to say yes or no based on the item and it's condition when we arrive at their locations. Especially for specialty items this cannot be guaranteed so we assign a temporary hold just in case, so that in case the item is accepted, we are giving you the lowest price possible. We outline all of this in our confirmation email when booking and when you call into our scheduling team. We are actively building a processes to even better explain this to donors as well which should be going live here shortly. I will escalate this to the rest of our leadership team to make sure they are aware because we do not want any part of the process to feel unexpected. I appreciate you bringing this to our attention and again sincerely apologize that the process did not go as planned. 

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We hired ReSupply to donate some of the items from my dad's house after he died. I paid in advance for 12 items to be removed. Unfortunately, when the team arrived, they only had one small truck and were not prepared for such a big job. I told them it was okay, and that they could just take what they could, give me a refund for the rest, and I'd have the rest hauled away by 1-800-Junk the next day. I was disappointed we couldn't get some of the nicer items to Goodwill so they could have more life, but also was ready to be flexible and understanding. The two boys who came with the truck were sweet!After close to 4 weeks of emailing and calling to try to get this refund, I was offered $74.97 dollars off of a bill that was more than $500. Separately, I'd had to pay another service to actually remove the majority of the items (7 out of the 12 items I paid Resupply to remove). Even the refund that was offered has yet to actually arrive in my account. I was asked to provide an itemized bill from the other service that would "prove" that they took the items Resupply didn't take, yet they certainly were not offering any proof they DID take them, and couldn't, since they didn't take them! Unfortunately, my 1800 Junk bill was not itemized.Perhaps the drivers lied to Resupply about what they were able to take, but either way, the customer experience of this has been long and exhausting. I've spent hours trying to resolve a dispute over a few hundred dollars, more because it just feels wrong to be treated like this and probably honestly because it's insult to injury that this is my late dad's stuff!

  

  Business Response

  Date: 04/09/2025

  Good afternoon, my name is ***** ********* I'm one of the co-founders here at ReSupply. First off, I am so sorry for your loss and am genuinely sorry that we made a difficult situation even more stressful. I know a senior member of our customer success team has already spoken with you and provided a refund for you, but I hope you know we take this feedback incredibly seriously and am glad that you reached out. It sounds like this was an honest mixup on the part of the provider, but we should have communicated better and fixed this immediately. If there's anything else that we can do to remedy the situation please respond here and I will be happy to make sure you're taken care of. 
  
  All my best,

  *****

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 03/08/25, I scheduled a pickup with Resupply to donate my furniture on 03/29/25. I paid an $18 booking fee and was charged that day. I received confirmation that the team had received my order and would be there. On 03/12/25, I received a text from the driver saying that they didnt work on Saturdays and would need to reassign me to a different team. With no further contact, my pickup was cancelled out of the blue on 03/28/25, and I had to scramble to reschedule. The email I received also said that I was the one who cancelled it, which is not true. Rescheduling costed another $18 booking fee. On the morning of 03/29/25, I was told that their driver was unresponsive and would not be coming to pick up my stuff. I asked for a refund on both booking fees and did not receive either, as well as not receiving the service I paid for.

  

  Business Response

  Date: 04/01/2025

  Dear ******** ******,

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration caused by the issues surrounding your scheduled donation pickups. Your feedback is invaluable in helping us identify areas where we need to improve.

  We deeply regret the following:
       -The unexpected cancellation of your pickup on 03/28/25, as well as the inaccurate email stating that you initiated the cancellation.
       -The lack of communication and clarity regarding the reassignment of your pickup request.
       -The second cancellation on the morning of 03/29/25 due to an unresponsive driver.
  

  However, we did initiate a refund for you of the $18 booking fee on March 29 at 3:57pm EST. Please let us know if you still have not received the fund back into your account. 

  We understand how frustrating and inconvenient this experience has been, and we are committed to making things right. We will be: 
       -Investigate why these communication and scheduling errors occurred to ensure they do not happen again.    
       -Offer to prioritize a rescheduled pickup at no additional charge, should you still require our services.

  Please let us know if this proposed resolution meets your expectations, or if there are any other actions we can take to address your concerns. We appreciate your patience and understanding as we work to improve our processes and provide better service moving forward.

  Sincerely,

  *** ******

  VP of Operations
  ReSupply, Inc.