ComplaintsforReSupply

• Initial Complaint

  06/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertisement. Paid to disassemble furniture. Only to find out when guys got there cant take items anyway ! I canceled it and want refund

  

  Business response

  06/18/2024

  Hi ****, so sorry to hear about your experience! My name is ***************************** I'm one of the co founders here at ReSupply. First off just wanted to confirm that we have fully refunded you for everything. I know you spoke with one of our senior customer success members but I left you a voicemail as well as I'd really like to hear where you found out about us and what we can do to make sure the expectations are clear and straightforward as we would never want any donor to feel mislead. Our driver team is going to investigate the situation on site to determine the future of this hauling partner. While we offer a service where we pick up everything a donor needs gone, we cannot guarantee that our charity partners can take everything as they have strict guidelines. We make every effort to donate as much as we can but it sounds like we need to do a better job of explaining how that process works. Hope we can speak soon and please reach out to me if there's anything else I can do to help. 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a moving company. I scheduled an appointment to have a sofa and loveseat moved to donate to habitat for humanity. When the driver showed up late in a mini school bus that was full, he could not fit my sofa and loveseat on the bus and left the two items on our front porch. It was 9 pm and there was no way to reach the company since texts were automated. The next morning I immediately sent photos and tried to contract the company. Finally they called back and I explained everything that transpired and that the driver did not take our items. The rep reassured me I would not be charged and that my $10.00 down payment would also be refunded. A week later I was charged the $205.00 anyway. I contacted these people again and spoke with a manager, ****. He reassured me they were looking into it. 2 days later I got an email from them saying they charged me because the logistics team sent a photo for two items that were not my items. I sent all texts, photos and correspondence back, along with the number of the driver who did not do the job. I still have not heard back and my $205.00 has not been refunded. I called the driver and he said the pictures must have gotten mixed up. I asked the driver why he didnt communicate to the company that he left the sofa and loveseat and he hung up.

  

  Business response

  06/18/2024

  Hi ********, my name is ***************************** I'm one of the co founders here at ReSupply. I sincerely apologize for your experience with your pickup. I know you already spoke with a member of our team but I made sure that everything has been fully refunded and taken care of ******* let me know if that is not the case). After a full investigation we have suspended this group that serviced your pickup until further notice. While no team is perfect and it does appear they mixed up two different pickups, that type of communication will not be tolerated as you deserved an explanation. I am also pushing our leadership to understand why this issue was not properly escalated up originally through our typical procedures as something complicated like this needs to hit a more senior level earlier on in the process (without you having to reach out multiple times). I completely understand your frustration through the process. If there's anything else that I can do to help or if you feel like there's more that I should understand about the situation my email is *********************************** I hope you know that this is absolutely on ReSupply and is not a reflection of our great partner Habitat for Humanity. 

  Customer response

  06/20/2024

  [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

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made sure everything on my end was in order for the pickup of donated items to be picked up smoothly during my timeframe i was given for June 1st of 12pm to 4pm CST. I then was notified via text 8 minutes after the start of my pickup time stating they are unable to pickup items. "Due to unforeseen circumstances" They offered to pickup the items June 2 8-12am, I replied to the text requesting the June 2 date. 30 minutes went by no notice if the June 2 date was secured by their staff so I resent the sent at 12:40 pm with the formatting they requested, I also called and left a voicemail message stating I'd like the June 2nd date and an explanation of what happen. It is now 1:16pm and still no confirmation of the June 2 date or a call from the company. I then manually went to the donation schedule to change it myself and come to find out the June 2 date is no longer available... So they lied in the information they provided in the text stating they could do June 2. I am requesting a discount, if not a full refund and completion of the job at no extra charge. Donating items should not be this difficult and the lack of communication from this company is ridiculous, and plus them stating false information on a date they couldnt actually offer seems a little bait and switch.

  

  Business response

  06/05/2024

  Hi *****, sincerely apologize for your experience here. My name is ***************************** I'm one of the co founders here at ReSupply. After investigating your situation, it appears that moments after you submitted this complaint, we were able to confirm the date of June 2 with you and the pickup was in fact completed on June 2nd. I understand that it is frustrating that we were unable to pick up your items during your original pick up date. In a service business like this, it is very difficult to keep everything on a perfect schedule as this is the busiest time of year for our hauler partners. I am glad that we were able to accommodate your requested reschedule date of June 2 and just want to reiterate that the information that we provided you was accurate. We have put a hard focus on resolution time as it sounds like we could have solved this and eased concerns by communicating with you more efficiently in the first place. Because of that inconvenience I have issued a partial refund of your booking fee which you can find the associated receipt in the attachment below. We appreciate your feedback and for choosing ReSupply to help you donate your items in the first place. Please let me know if there's anything else that we can do to help you. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a pick up of donation items through Re-Supply for March 18, 2024. The original receipt was quoted at $312.36. This quote included the base price, 4 large items, 7 medium items, 1 fee for a staircase, and a 5% fuel fee. I was told that there could be disposal fees in the event that an item or 2 were not accepted at the charity. When I received the final bill, I was charged an additional $100+ for disposal fees for 12 items, even though they only took 11, for a final quote of $477.61. I requested proof that the items were disposed of instead of donated, and have yet to receive that information. I also requested the name of the disposal site but was told they could not provide that information. I asked for the reasoning behind the donation center refusing the item or proof that they would not accept the items, and was told they did not have that information. They have repeatedly requested I authorize them to charge my credit card, to which I have requested proof of services rendered before I will authorize. I have asked to speak to someone else other than the person who has been emailing me, to which I received an email from a ***** with no additional information or way to contact. There is no other means of contacting someone and I have not been able to find a way to escalate my concerns. I am prepared to pay the original quote for the services that they performed, but unwilling to pay additional money for services that they refuse to provide proof of.

  

  Business response

  04/12/2024

  Hi *******, my name is ***************************** I'm a VP and one of the co-founders here at ReSupply. Sincerely apologize for your experience and I understand your frustration. Our most senior customer success manager has launched a full investigation to make sure that this does not happen again. She has left you a voicemail but can be reached at ************, we will also be sending you a detailed email to outline what happened and what we're doing to fix this moving forward. We are going to immediately refund/remove the additional disposal fees. I assure you we are working to improve our technology to make sure there's a smoother process when it comes to verifying if your items were accepted by the charity. We keep our service as affordable as possible but ultimately we have to add disposal fees in the event that the items do not fit the guidelines of your intended charity as they have to be strict about what they can accept. We are looking into the reasoning behind the fees connected to your specific items. It appears our support team did not do an adequate job of following up with you and in situations like this we should be over communicating and following our already set escalation procedures to make sure you get the help you need if the first representative cannot properly solve your issue. Just so you know, you can be connected with our support team over the phone by calling 7654-DONATE MON-SAT 8AM - 8PM, I will discuss with the team better ways to make this more visible. I appreciate your willingness to trust us with your donation pickup in the first place and for providing us with this feedback because we genuinely want to get better. If there's anything else that we can do to remedy the situation, please do not hesitate to reach out. Hopefully we can make it up to you sometime in the future!  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ?Date of transaction - 29 November 2023 Donation ID: ****************** what the business committed to provide - hauling items to local donation center, providing tax receipt nature of dispute - I was given untruthful information which affected my decision about which items to donate. I was assured that a like-new mattress would be wrapped for sanitary transport and would be donated. On the date of pickup, without prior consent or warning, a mattress in my home was handled in a way that rendered it unsanitary, and then they told it was going to the dump anyway. THEN they gave me the choice to keep it. AFTER it was rendered unsanitary. I was essentially forced to pay to have the mattress hauled to the dump. ?It was impossible for me to get a hold of anyone at ReSupply donor support. I was told they were just the sales department and that the actions were the fault of the local contractor. ?I have tried contacting both ReSupply and the local contractor, Luv Junk. I will never let personnel from either business into my residence again. There's nothing to keep them from spontaneously handling and dirtying any upholstered or nonporous furniture. My desired settlement is refund and replacement because the cost of the haul is less than half of the cost of the mattress.

  

  Business response

  05/15/2024

  Hi ****, my apologies for our slow response on this platform as I was not aware of the complaint here. I know that we spoke at the time of the incident and again, sincerely apologize for your experience. I know we issued a refund for your pickup but to make sure you know your feedback is valued further, here are the items we've worked on since we spoke.  We have worked hard to improve the accessibility of our support by providing phone support and we have put a major focus on our response times and satisfaction scores so that things like this get sorted out at the time of the pickup rather than afterwards.  We have retrained this local contractor, with a close watch on their performance, and am happy to report they have maintained very positive reviews since then. Donating mattresses can be very difficult as many charities choose not to take the risk of bed bugs but it is important we keep any donate-able item in the best condition as possible to make sure it has the best chance of being accepted by the charity. We offer an all in one service where we will pick up absolutely everything a donor wants gone but of course not every item is a good fit for the charity. We are actively working on our messaging to make sure that this is clear and what the guidelines are. I promise you we're doing everything we can to donate as much as we can for our charity partners, and will improve our processes because of your feedback. Hoping we get another chance at some point in the future to help you out. 

*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. ↩