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:11/30/2023

  Type:Delivery 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.

  Transaction date: 11/26/2023 Money amount: $30.36 I ordered a hatch cover and a pin for a ***** ****************. Both parts showed that they would ship in 1-4 business days so I placed the order plus the shipping fee. I ordered from Babbitts as most other places were out of stock on the lid cover. On 11/27/2023 I received an email stating that the lid was out of stock nationwide with no timeframe for delivery. I immediately emailed them to cancel the entire order and then followed up right after with a phone call to cancel as well. The lady I spoke with canceled both and apologized. Today, 11/30/2023, I got an email showing the parts have shipped. I decided to call because I had already canceled this order over email and phone. The lady today told me that only the pin is shipping and the lid is still on a nationwide backorder. I informed her of everything I have written here and she said it was too late the pin was shipping but they would cancel the lid. So now I'm paying for a part that does me no good because I don't have a cover for it to attach to, plus shipping, that I already canceled. I would like to be refunded for the entire purchase as requested as they have already charged me the full amount, even for parts they don't have.

  Business Response

  Date: 12/01/2023

  The following email was sent to the customer this morning in an attempt at resolution:

  Hello,
  Your inquiry has been forwarded to me for additional assistance. 
  I am reaching out to see if there is anything I can do to help with your order. 
  I see that you placed an order on 11/26/23 and the estimated delivery window presented at checkout and your confirmation email is 11/29/2023-12/6/2023.
  The following day 11/27/2023, you were notified that a part on your order is on Nationwide Backorder. 
  At the time of the email, the manufacturer was unable to provide an estimated release date for the item/
  You opted to request a cancellation.
  On 11/27 you requested the cancellation and the rep who spoke with you advised that the request had been submitted.
  The rep also advised that refund requests can take up to **** business days, and in the event that parts ship before the request is complete, you will have to follow the return policy.
  I also noted in your emails that you mention our site having "In Stock" information. Our website cannot show items as In stock or Unavailable, that technology is not on our website. The parts that are listed for sale on our website are put there by the manufacturer and whether they are on backorder or not, they can be sold because we notify you of the backorder and are willing to keep that order open for as long as it takes to fulfil the order. Because we do that, we do charge the full amount at the time the order is placed. 
  You always have the option to cancel, but when you do, we are all trained to inform the customers that the request can take up to **** business days and warn you that in the event that parts begin to ship prior to the completion of the refund, you will need to follow the returns process. 
  Having said all that, for this one time, I'd be willing to refund the full order for you. No need to send the Stud back.
  Please let me know if this is an amenable option for you. 
  -*******

  As a gesture of goodwill, we are willing to refund the full amount of the order, despite being outside of our terms and conditions.
  

  Customer Answer

  Date: 12/04/2023

   
  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

  Date:09/30/2023

  Type:Delivery 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.

  After 11 days of placing an order with Babbitts, I finally decided to call and figure out why all I had received had been an order confirmation. I was told one of the items was currently on back order and there was no estimate as to when I would actually be sent the part I had paid for. I was given the option to cancel the order over the phone and search for another business that actually had my parts in stock. We were settled and believing I would receive my refund as I had been told, I placed another order with Partzilla at a premium.This brings the story to today, two days after cancelling the order. Suddenly this afternoon, I receive an email from Babbitts informing me that my order had been shipped out! I politely called and this time spoke to a male representative who sounded like he wanted to do anything else on the planet but listen to what I had to say and why I was upset. Rather, this gentleman shifted the blame to me and began explaining that due to by-laws they are legally allowed to ship items out for three days after cancellation without informing or even speaking to the customer. His advice was for me to ship everything back (internationally, as I am ******** and a student who cant afford to lose money on two of the exact same orders) for a refund. Now, I dont know if this by-law talk was legitimate considering I am not American but regardless, this is some of the worst business practices and customer service I have ever experienced. They are making it seem like Im the one who made a mistake and dont want to own up to what they did and make things right. I just want my money back. I would like to add that shipping costs $54.60USD one way, meaning that ********* is asking me to pay over $100USD FOR THEIR MISTAKE! So far I have paid ********* $203.65USD.

  Business Response

  Date: 10/02/2023

  Order was placed by customer 9/16/2023. On 9/27/2023 the customer called for ETA on the order. At that time it was explained that his order had items that had not yet been received from the manufacturer and that those items were on backorder and that we had not been aware of the backorder prior to that conversation. We advised at that time that once the order was complete that we would ship it out to him all together, but if he were to locate the items in stock with another seller, to call us to have the parts cancelled. About 20 minutes later the customer called back to request a cancellation of the entire order. He then advised us that the card he placed the order with was no longer active. The result of this is that he would have to be sent a check through a different system than we would normally use to refund him. It was explained at that time that this could delay his refund and that orders that have not been refunded MAY still be shipped it they arrive prior to the completion of the cancellation/refund. The information on timeframe given in that phone call was that he would be refunded within 30 days. 

  The backorder item arrived and his order shipped 2 days later on 9/29/2023. 

  On 9/30 he emailed us asking that we stop the shipment. At that time the parcel was already in transit. We attempted to intercept the parcel with the shipping service, however, we were unable to intercept the package. 

  Policy References From our Terms and Conditions:

  ORDER CANCELLATIONS OR CHANGES
  Please be sure you want something before you order it! In the unfortunate event that you have to cancel your order with us or change an item after your order has been placed, please be aware that in some situations an item has to be ordered from our distributors. Once your item has processed and shipped to us from the manufacturer or distributor, there is no stopping it!! Cancellation of an item or order at this point will be subject to the above return policy. Post-order size changes will be subject to the appropriate exchange fee. 

  INTERNATIONAL ORDERS
  Babbitt's Online will accept and ship international orders. However, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of the U.S. may be subject to import taxes, customs duties and fees, which are levied once a shipment reached your country. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Any and all orders abandoned or refused delivery forfeit refund. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20678918
  
  I am rejecting this response because:

  No one ever explained their cancellation policy. Their entire argument is based on the fact that they informed me on the fact that they could still ship the order after I cancelled. This is a lie and I dont understand why they cannot admit to a mistake (in which many other reviewers have recognized). This sort of unethical business behaviour is visible through public reviews, so why are they trying to act as if they have not just screwed me over? I do understand that they arent benefiting financially from this but their ill communication and incompetence has set me back financially, it was a mistake I get it, ADMIT TO IT, where is the business owner for gods sake?. Clearly business ethics arent important to these people.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/04/2023

  Our policies are stated clearly on our website, they were reiterated by the representative that corresponded, and again by a supervisor who took over the correspondence. The terms and conditions being upheld were agreed to during checkout. 

  We did not make a mistake. We advised of the possibility of shipping after a cancellation request was submitted. We mention on our site clearly, that once an item is in transit from the manufacturer, there is no stopping it. 

  We offered to meet the customer in the middle and waive the restock fee (this offer is still valid). He will be responsible for returning the items to us in order to receive a refund. But once received, we will refund the full parts cost.  

  ORDER CANCELLATIONS OR CHANGES
  Please be sure you want something before you order it! In the unfortunate event that you have to cancel your order with us or change an item after your order has been placed, please be aware that in some situations an item has to be ordered from our distributors. Once your item has processed and shipped to us from the manufacturer or distributor, there is no stopping it!! Cancellation of an item or order at this point will be subject to the above return policy. Post-order size changes will be subject to the appropriate exchange fee. 

  -We will refund the cost of the items in full when they are returned to our facility. 

• Initial Complaint

  Date:09/12/2023

  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.

  I ordered a part that their website said was in stock a week after I ordered the part or roughly 3 days later. I received an email that they could not get the part that they had listed in stock on their website. That it was on back order indefinitely. Then as you could see in the attached emails they acted surprise that I Wanted a refund. Also could not tell me over the phone. Why they took the money out of my checking account the next day, but it was gonna take a week to get a refund. It has been 6 days still no refund and no reply to my messages. And I get hung up on when I try to call. This is unacceptable to me and basically what they are doing is lying to people and stealing. I wish I would have checked website reviews before I made the purchase

  Business Response

  Date: 09/13/2023

  On 8/31/2023 the customer placed an order on our website. The automated estimate for delivery was generated at checkout and indicated that the order would be fulfilled/shipped 9/7/2023-9/12/2023.

  On 9/4/2023 the customer contacted via email us for an update on the order and it was at that time we were updated that the articles were on back order. We replied 9/5/2023 to his email with telling him that one release date was not available yet from the manufacturer, the other was given an estimated release date of 11/8/2023. 

  On 9/5/2023 the customer emailed "Ouch, okay, can you guys issue a refund?"

  On 9/6/2023 before receiving a reply the customer emailed "Well, if you guys can't get them parts. I need a refund immediately please so I can start searching overseas for the parts I need."

  On 9/6/2023 We replied "Hello there, Here is what I did for you. I submitted the paperwork to get you a refund on your complete order. Once the paperwork is accepted it usually takes around five days business days for the refund to appear back on your credit card. Once your refund is issued you will receive an email with a transaction number for the refund.      *****"  The rep replied the same way to BOTH emails.

  On 9/12/2023 The customer emailed "Can you tell me if the paperwork for my refund had been accepted or not?"  This was on Business day 4 of 5

  On 9/13/2023 The order was refunded in full in the amount of $150.80 (Transaction ID ************ An notification email was sent to the customer from the refund processing system. (Bus day 5/5)

  A personal reply was also sent containing that information from one of the **************** Supervisors. 

   

  Customer Answer

  Date: 09/14/2023

   
  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

  Date:09/01/2023

  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.

  Back on July 25th, 2023, I purchased and paid for 6 ****** washer plates from this business's website, babbittsonline.com. The total amount of my purchase including taxes and shipping was $52.56. Minutes after submitting my payment and placing the order, the business then emailed me a copy of the order with reference number of #*******.It took a full week before I received notification from this business that my product had shipped. The notice of shipment was sent to me August 1st; however, after 10 days of not receiving my product, I followed up with **** as they showed the package as "missing" and submitted a research request with ****. I then followed up with this business and requested a full refund due to the delay in shipping which forced me to buy the product from a different merchant. I was told by this business on two separate instances, one by email on 8/14 corresponding with ******** and a second refund request by phone with ****** last week, that they have initiated a refund request but as of today, September 1st, 2023, I still have not received a full refund from this business and the package they gave to the **** is still showing as "missing" on their tracking website. The **** tracking number for the package is **********************.

  Business Response

  Date: 09/05/2023

  The customer placed his order  7/25/2023. The estimated delivery window presented at checkout was 7/28/2023-8/4/2023.

  The parcel containing the 6 Plate Washers was mailed out to the customer on 8/1/2023. This should have allowed for the parcel to arrive within the estimated delivery window.

  On 8/10/2023 the customer called to inform us that the parcel had stopped moving in transit as of 8/5/2023. At that time he said he spoke to **** and they stated that they don't have the package and he was inclined to believe them.

  A missing mail search was requested of our claims ***** on 8/10/2023 and initiated with **** on 8/11/2023. The customer requested that he be refunded instead of having us reship the order if the claim resulted in a positive outcome. It was explained to the customer that we would inform him as soon as the missing mail search was completed. At this time, it is still in progress and there is now movement on the parcel. The movement began as of 9/2/2023 (during the open inquiry with ****)

  Prior to this new movement, on 8/23/2023 the customer requested to be refunded despite the open inquiry. Typically we would not refund parts that are still in transit, but we agreed to his request and filed a request for refund with our refunds department. He was given the estimated refund timeframe of up to 10 business days for refund. We asked also that if the items should happen to arrive, he return them to us, since, as a courtesy, we are in the process of refunding him for items that are still showing in transit to him.

  With the Holiday, we are currently on business day 8 of 10. His refund was due to be processed by our refunds department within 48 hours. In light of the BBB received today, he has been put ahead of other customers who have been awaiting their refund, and his will be processed ahead of them before close of business today.

  Customer Answer

  Date: 09/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  The requested refund was deposited back to my checking account on 9/5/23. 
  

  Although the **** delivered the package, the unopened package was refused and it is currently on its way back to the business via ****.
  
  *******************

• Initial Complaint

  Date:08/29/2023

  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.

  I ordered a sprocket collar part for my 4 ******* on July 31st, 2023 and they said it was on a nationwide back order until 8/14/2023. Then I reached out around 8/16/2023 to ask why I haven't received a tracking number yet, and they said it is still on back order and now the new date is 9/20/23. At that point I requested to cancel my order and get my money back. They agreed to refund me my money and said I should receive a confirmation email with my refund amount in 1 to 3 business days. A week and a half went by and still no confirmation email, so I emailed them again asking why I haven't received anything from them yet about my refund. They told me on August 28th, that they will process my refund on the 28th or 29th of August at the latest. As I'm writing this at 8 pm central time on August 29th, I still have no confirmation email or communication from babbitts about my refund. I emailed them letting them know I will be filing a complaint with the BBB and writing negative reviews on their ****** page if I don't get my money back. They are hoping I forget about this refund and are wanting to keep my money without sending the part I ordered, and then canceled. I need help from the BBB to get my refund and rectify this situation as soon as possible.

  Business Response

  Date: 08/30/2023

  The customer has been refunded in full at this time. Orders are refunded in the order the request is received. The first request timed out on a technical error and was not processed. When the customer called to check on the refund, we re-submitted the refund request and then moved his to to the front of the line so that he did not have to wait in queue all over again. 

  He has been refunded the full total of his order and was contacted to let him know about what happened and that his refund is processed.

  Customer Answer

  Date: 08/31/2023

   
  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,
  
  ********************