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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an online order with OpenTip.There was an issue with the delivery address I gave them. They emailed me saying they can't deliver to my post office box and they needed to ship to my home address. I am having trouble with mail theft at my home address because my actual mailbox is located miles away from my home on a busy highway and **** doesn't deliver mail to my house. I relayed this in email to OpenTip and they assured me it wasn't going to be shipped through **** and that *** would be used for shipping. Days later, I received an email from them with shipping confirmation with ****, not ***. So, I called to find out what's going on. I can't get someone on the phone that can communicate my language well. They're not listening to me or they're not understanding what I'm saying. I've asked to speak to a manger about a dozen times and they've refused each time. They said I'd get am email from a supervisor, but that never happened. I called back multiple times to try to make sure I was able to intercept the order and it was ridiculous trying to communicate with them. I had to try to make special arrangements for the postal service to hold the package if it came there, but they don't do it for people who don't have a box at that location. I contacted Opentip again to find out what happened with my other package and they absolutely zero help. At one point they told me my card was never charged, then they told me my order was cancelled and then she told me my order was reinstating after I again confirmed it was going with ***. I asked for a confirmation number, she refused to send me an email. She told me the order number is the same and I would receive the merchandise by the 16th of April. When it didn't come I called again to day and they said the order had been cancelled and never shipped. This is absolutely ridiculous! I want to speak to the owner or someone who can speak English well enough to communicate effectively what happened.
Business response
04/19/2024
Sorry for the confused and inconvenience caused.
Customer have two different orders with us, and items would come from different warehouses.
We understand that some address *** having trouble with the carriers **** or ********** in fact, our warehouses also face the same issue. So the shipping method is based on the item been ordered and where they ship from, we cannot guarantee. As for the issue how local post man deliver shipments, this is also out of our control.
The first order has been shipped and delivered on 4/12;
Considering the customer have firm deadline on hand, and we are unable to guarantee it successfully delivered/arrive in time, the second order has been cancelled. we did not charge the payment for this one.
Thanks for your understanding.Initial Complaint
03/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought 3 items. One was wrong. I ordered 1pc **** CAP 83-1239 6 Panel Low Profile Mesh Back Trucker Hat 002A - Red Adult, but received a Navy hat instead. I reached out for replacement & return and keep being told it will ship soon, then they stopped responding to me and I still do not have the correct product. order # ******* return request # ******Business response
03/06/2024
Sorry for the inconvenience caused.
We will cancel the replacement and process a refund as per request for the 1pc wrong hat instead. Refund will be done within 1-3 business days.Initial Complaint
12/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hi BBB, I placed an order 11/27/23 for 3 items. Order # *******. The order was confirmed on the same day and shipped the following day 11/28/23. It was delivered a few days after however only 2 out of the 3 items were delivered. The 20 Spanish Galleon Wooden Model Ship was not delivered. This item was $114. 80% of the total was this item. I reached out to the company reviewing the issue and was told Ill hear back from someone. Can you assist me with this issue? I would appreciate the item be sent so I can use it for a gift for my son.Business response
12/03/2023
Hi,
Sorry for the confused. Please kindly note that your order was shipped complete in two packages. As per order receipt, Estimated Delivery Date is between Dec 1, 2023 to Dec 5, 2023. The 2nd package currently in transit and should delivery shortly by 12/4, which will still in timely manner.
Your Track Numbers were also sent to you by Email as below:
USPS: ********************** Delivered at the front door or porch at 11:32 am on November 30, 2023 in SAINT ****, ** 55110.
FedEx: *************** Estimated Delivery: Monday 12/4/2023 by end of day Estimated between 10:10 am - 2:10 pmCustomer response
12/04/2023
[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
09/27/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
This company is not very welcoming at all and you don't fully answer questions and inquiries. I had to ask the same questions several times and the responders STILL didn't answer my questions. I can see part of the reason now for the low ratings and bad reviews of this company. I liked the merchandise I saw on your website but it's not worth the lifeless and untimely exchanges. You guys are a business. You should be more professional, welcoming, and willing to answer your customers questions, whatever they may be, so as to ensure that business continues for you. If this doesn't change, how do you expect to continue to secure business from consumers? You need somebody with heart, insight, and a good business mind at the helm. The entire exchange, all of them because I contacted multiple times, has been disappointing, impersonal and drab. As hopeful as I was to start fundraising for my daughter, I won't be doing that with you. The entirety of our exchanges is disgraceful and lacks care and effort. Why work here if you don't care? Why have this company, DISpleasing more consumers than you please? I don't get it. When is this going to change? When is the company going to do an overhaul and starter hiring people who care and WANT to talk to consumers?Business response
09/27/2023
Sorry for the confused and inconvenience caused.
We received an inquiry for a fundraiser to help their daughter to go to Europe with her school, and we are more than happy to work with customer and resolve any issues with products or inquiries. We supplies a lot of products for choice and customer can create/design fundraising products, set up the fundraising campaign online. We will produce the products at the end of the campaign and start delivering the products. The delivery time depends on the delivery options choose.
We were trying to help and seek out their needs, but they just keep complaining and dont trust us. Since customer did not purchase any order with us yet, we need to know the detail items they are looking for, so we can help and offer more specifics. But customer can not clarify, and seems more care about the return/refund. So we provided the general terms with return policy, and reminded some return exception.
Customer can also find the Fundraising Guide step by step online. Thanks.Customer response
09/28/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[THIS IS IN CAPS SO IT WILL BE EASY TO SEE. I REJECTED THE RESPONSE BECAUSE IT DOES NOT ANSWER THE QUESTION OR THE ISSUE I POSED IN THE ORIGINAL COMPLAINT MADE ON/TO BBB. I DIDN'T ASK WHERE THE MERCHANDISE WAS OR HOW TO SEE IT. HERE YOU WILL SEE MY ORIGINAL MESSAGE. I POSED QUESTIONS IN MY ORIGINAL MESSAGE THAT WE'RE NOT ANSWERED. I ASKED THESE QUESTIONS BECAUSE I WANT TO MAKE SURE THAT MY PARENTS AND BUYERS ARE ABLE TO PURCHASE FROM A COMPANY THAT NO LONGER HAS THESE ISSUES. I ASKED IF THESE ISSUES HAVE BEEN WORKED ON AND CORRECTED BECAUSE IF THEY HAD I WAS GOING TO BE WILLING TO GIVE OPEN TO A CHANCE FOR THE FUNDRAISER I'M OPERATING. NOT ONLY WERE THE RESPONSES SHORT, BUT THEY DID NOT ANSWER ANY OF THESE QUESTIONS. AS A CONSUMER THESE ARE QUESTIONS THAT ARE VALID. THESE ARE THINGS THAT PEOPLE NEED TO KNOW. NOBODY WANTS TO USE A BUSINESS THAT CONTINUES TO HAVE THE SAME ISSUES. IF THINGS WERE BEING WORKED ON AND CORRECTED, THAT WOULD HAVE BEEN COMMENDABLE ENOUGH FOR ME TO GIVE OPEN TIP SERIOUS THOUGHT BUT NO ONE ANSWERED ANY OF THE QUESTIONS I HAD. AGAIN, I REALLY THINK YOU NEED TO REPLACE YOUR STAFF WITH PEOPLE WHO ARE GOOD AT CUSTOMER SERVICE AND PEOPLE WHO WANT TO WORK BECAUSE THEY DON'T SEEM TO WANT TO BE THERE. I MESSAGED BECAUSE I WANTED THE BUSINESS OWNERS/OPERATORS TO KNOW THAT THERE IS A SERIES COMMUNICATION ISSUE WORLD TREE COMPANY WHERE CONSUMERS CANNOT GET THEIR QUESTIONS ANSWERED. I SINCERELY HOPE THAT THIS ISN'T JUST TAKEN AS SOME RANDOM COMPLAINT FROM A CUSTOMER AND IS SERIOUSLY CONSIDERED. I HOPE MANAGEMENT WILL LOOK AT THEIR STAFF THROUGH PROFESSIONAL LENSES AND MAKE THE APPROPRIATE CHANGES BECAUSE NOW I SEE WHY OTHERS HAVE HAD ISSUES IN THE PAST.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Rhema
Business response
09/28/2023
We thank you for the feedback you provided for us to improve. However, we still dont understand your questions.
You can list them one by one, or you can find most of the answers by clicking 'HELP' on our website.
Thank you.
Initial Complaint
08/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased 2 beds from this company I received confirmation and it stated beds will be delivered by august 2 and they keep postponing the shipping date shipping alone was almost 400Business response
08/08/2023
Hi,
This order was shipped out via Cargomatic transport with Pro #:FRE20879 and Delivered on Aug 8, 2023 3:03 PM;
Please kindly note that the item purchased was made to order(Lead-time around **** business days ) and oversize. For larger items need to shipped via truck freight are out of our control. The estimate delivery time online is only an estimate which is not guaranteed. Delay may occur due to factors out of our control, such as back order from manufacturers, shipping carrier delay or delivery failure. We are not in a position to guarantee delivery time.
Sorry for the inconvenience caused.Customer response
08/08/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I received my package today, my issue is they charge 400 for delivery and the item is a week late. Very expensive delivery fee. For extremely late item.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Anietra
Business response
08/11/2023
This order was shipped and delivered.
We do not make money on shipping and customer can see the shipping fee online before submit order.
Truck freight orders for Oversize/Overweight items would need more time to obtaining shipping quote, palletized and arrange shipment with truck company. We did disclose this policy online that we are not in a position to guarantee delivery time, nor do we have control of it in certain circumstances.
We understand the importance of prompt delivery and would strive to do our best. A discount offer of $40 has been sent to customer as compensation to remedy the lack of communication and delay.Initial Complaint
08/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
order on 7/24 $324.62 paid to the company order # ******* They provided 2/3 of our order. They shipped them in 3 different boxes. 1 box is missing. when we called the company they claimed we entered the address wrong. That is not the case or we would not have received the other 2 boxes from this order with the correct address on the label. We only checked out 1 time so the address would be the same on all 3 boxes. whoever shipped the order must have put the wrong shipping label on the box. They are refusing to reship without charging again for the product and shipping. They are also refusing to credit. I either want my package or want me refund. At this point I would rather take my business elsewhere so it would be nice if they would refund me my product and my shipping since I never received it! The business has not tried at all to resolve this! They just want us to order again so they can charge us again.Business response
08/03/2023
Sorry for the confused.
This order was shipped complete as per ordered to the address customer entered.As per declared in order receipt, items shipped from different warehouses, and would arrive separately in different packages.
There were 38 hats been ordered, and shipped in three boxes. (one for 22 hats via **** one for 15 hats via **** and one for **** via ***** ) It turns out that the shipping address customer entered is incorrect(the city missing a letter r and the zip code also have a wrong digit; Attached is the order receipt showing the address entered, capture of address ****** result and **** zip code search result); Shipping label was printed batch from our system, we do not copy them manually.
The two *** boxes successfully delivered(37 hats in total) just because *** corrected the address and billed us the address correction fee $20 for each box. The only item didnt arrive was shipped by ***** As per tracking info., it is now returning to sender. We usually refund item price only when item back to us.
For this order, we will refund one hat +partial shipping fee first as an one-time gesture of good will. Refund will be done within 3 business days.Customer response
08/03/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
They charged us $37 in shipping total. That averages over $10 per box. They did not get me my hat that they charged me for plus over $10 in shipping. We have an online acct with them and the online account still shows the correct address. They owe me my product cost and shipping. I uploaded my account settings above.
Business response
08/07/2023
There were 38 hats been ordered, and only 1 hat didnt arrive. It was shipped via **** in a small parcel. This shipping fee for this item is a small percentage in total. Refund was done for this one hat, attached is the refund proof and refund details.
Actually, customer can modify the shipping address online for their address book anytime, but once order had been submitted and shipped out, we unable to change the history order shipping address. Address correction fee or returned shipping fee will incurred. Besides, the screen shot provided still shows incorrect address(the city missing letter "r").
We have covered the *** address correction fee $20 for the two delivered boxes and also covered the **** return shipping fee for the one returned box. Refund was done, please kindly check.Initial Complaint
05/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered something they say was in stock and it was not. Told me it would be a couple of weeks time passed and when the date came up they said it will be a few more weeks. All along they charged my credit card day one and its been over a month and still nothing. All other companies charge card when its time to ship. Will not order from them again. Still waiting for my item!Business response
06/02/2023
******** confirmed willing to wait for back order items, so we had to charge the payment first as the CC authorization would going to expire. We have cancelled the order and full refund as per request since customer change mind.
Attached is the refund proof.
Customer response
06/03/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
05/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Open tip did not have in stock 2 steam valves *****$Order #****** The money was removed from my account Open tip claims by writing cancelled on my order The matter was solved But I have never received refund of ***** $ Money taken feb 21 2023 This istheftBusiness response
05/14/2023
I am sorry that the item was out of stock when you place this order. It is only an authorization but not a real charge. When we canceled this order, the authorization was voided at the same time. Please find the proof attached. We didn't charge your card and no funds can be refunded. Please double check with your issue bank. Thank you.
******
Initial Complaint
02/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
False advertising Purchased a globe for my ******* lantern. The website listed it as fitting my lantern. However, this is not the correct globe for my lantern. They would not take a return. Would not issue a refund. It's not a lot of money, however I did think their customer service was absolutely terribleBusiness response
02/07/2023
I am sorry for the inconveniences it may cause. The item was shipped from our vendor directly and they confirmed that the item you ordered is the correct size for lantern 288A and it is the only size. Since the item does not fit your lantern and the vendor could not find out a reason, we will remove this item from our website to avoid such misleading.
In order to keep a happy customer, we've full refunded this order to you although it is non-returnable. Please find the proof of refund attached. You do not need to return the item.
Thank you for your understanding.Initial Complaint
10/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
These people took my money and I didn't receive product or a refund and they barely respond to emails with no contact information. I even offered for them to send out another product and the answer was to me to repurchase the product again. Like are you serious I already lost ******$ you think I have other ******$ just to give away!!! They treat they customers like trash. Now I just want my ****** back asapBusiness response
10/14/2022
This order had been shipped and delivered to customers address via *** with tr# 1Z9E63800302763865 Delivered On
Thursday, September 29 at 2:29 P.M. at Front Door . Attached is the delivery proof.
If it was lost after delivery, refund will be processed once *** approve the claim. We have started an investigation with *** on behalf of this customer and it normally takes **** business days to resolve.
Please kindly note that we have to wait until the investigation is complete before refund be issued, because sometimes *** may located it and re-delivery. Thanks.Customer response
10/14/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
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