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Complaint Details
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Initial Complaint
03/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I am a long time customer of ShopHQ, i have spent thousands of dollars there in just the last 6 or 7 months. This ShopHQ VIP program you guys are running is misleading and basically false advertising. from my understanding you are having clarus commerce help with the VIP program. as you know the program offers 5% cash back for purchases from shophq, plus shipping refunds for shipping fees and even return shipping refunds. I was watching the shophq TV show the other night and the host kept mentioning how if you sign up for VIP, you get free shipping and 5% cash back. I have not received my 5% cash back or shipping refunds for many thousands of dollars of purchases. I am sure you can view my order history and see everything I have purchased. Back around November 2022, your shophq VIP people told me that because I spent a large dollar amount on watches, they personally feel I could be buying watches for non personal usage, so they refused to pay out over $1000 of approved cash back claims and removed me from the program. Purely based on their own hunch, and their employees personal opinions, they basically made this excuse of "Well our employees feel since you bought so many watches you're buying for non personal usage". So I have not received my 5% cash back or shipping refunds going all the way back to november 2022 with you guys. This has wasted immense amounts of my time online shopping, filing and submitting cash back claims and order confirmation emails/receipts, and it's also false advertising and a bait and switch. As you see in November 2022 I spent probably $300+ in shipping/handling costs on your website, which I did so because your VIP people were claiming those shipping/handling fees would be refunded at the end of the month and paid back to me. So the VIP program you have is getting people to waste their time placing online orders/cash back claims, and also tricking them into paying significant shipping charges. You need to drop clarus entirely.
Business response
04/03/2023
Please see attached.Customer response
04/11/2023
I am rejecting this response because:
Clarus refunded my memebrship fee back in dec 2022 or january but never issued any outstanding rebates. They looked for fraudulent excuses. They states things like since I bought so many watches they suspect I could be buying for non personal usage. Its false advertising to have shophq hosts on live national tv saying sign up for VIP program and get 5% cash back and free shipping but then make excuses like this to refuse to refund shipping fees after someone spends hundreds on shipping fees. November and december 2022, i was an active VIP member and constantly reminded i would havs shipping charges refunded and 5% cash back given. This information made me comfortable spending hundreds of dollars on shipping fees and spending more on watches since i would also get 5% cash back. Then 30 days after i already paid for shipping fees etc they make excuses to pay out the claims and instead offer to refund the membership fee because they didnt want to pay the claim. Shophq is a 30 day return policy and it takes abojt 30 days to approve and review claims. Clarus approved claims at first then kept dragging the process out for many weeks to where it was beyond 30 days since i had already paid for the shipping charges. Their excuse of me buying watches for non personal usage is totally defamatory considering i still have all the watches I purchased from last year and this year. You cannot tell someone they will gef shipping refunded, get them to spend hundreds on shipping fees then 30 days later make excuses to pay out the claim after they already spent money on the shipping fees. Their employees aren’t familiar with watch collectors who spend a lot on invicta watches, just using their personal subjective and flawed opinions on what they personally feel is spending “too much” on watches so they can falsely refuse to pay out perfectly valid claimsBusiness response
04/17/2023
Please attached above.Initial Complaint
08/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a Medic Therapeutics Special Edition Elite Folding Treadmill w/Bluetooth online on June 6, 2022, and paid in full in the amount of $745.01. It was promised to be delivered to me by June 21st. I waited three weeks and no treadmill. I called about it requesting another treadmill or a possible refund. They said I had to file a claim. I also contacted Federal Express. The item had been shipped to *********, PA, but never left there. The man at Federal Express said that HQ needed to file a Lost Package Claim. In the meantime I heard from HQ. They emailed me a claim form with all of the information on July 15th. I printed the claim form and then accidentally deleted the email with all of the fax or mail information. I have been trying to contact them since July 18th to get the fax number for the **************************************** of **** Prevention and to this date I still don't have it. When you call their number ************** the mailbox is full. This is my first time dealing with HQ and I'm very disappointed. I have been ordering online for many years and never had any problems and even if I did, they took care of it immediately. My original order number is #*********. My tracking number is #************. My claim number is #********. I'm sorry but I don't know how to upload documents. I have my printed receipt from the original order and also my credit card statement with the charge on it. Please contact me if you need any additional information.Business response
08/08/2022
We spoke with the customer on 8/5/2022 and advised that she had been refunded in full for the item on 8/5/2022 in the amount of $745.01. The refund can take 3-5 business days to show up on her original method of payment.Customer response
08/09/2022
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.Initial Complaint
09/17/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was gifted a *********************************************** gift card for Christmas 2020. Less than six months later, when I attempted to make a purchase on their web site, I found that I could not use a gift card for the purchase. With further investigation I discovered that they had stopped accepting gift cards a month or two before that! How exactly was I supposed to know that? How do I tell my mother that she paid $100 for a worthless piece of plastic? How can they take her money with nothing in return - that's stealing!Initial Complaint
09/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 12-11-2020 my husband purchased a gift card for $100 as a gift for me. When I tried to redeem I was told it wasnt valid due to *********** and Banks filing bankruptcy.Initial Complaint
08/31/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have had the absolute worst episode with customer service in my attempts to return this watch. The watch itself is okay but not great. I purchased another that was more to my liking from shophq.com the same week. I have been with this network since value vision, through evine, evine live, shopnbc, and now, building my Invicta collection and other purchases. I've had nearly 30 years with them but this is the most disappointed I've been. I returned this very watch within the allotted time (6/25/21) but they couldn't find it or the "smartreturn" label tracking info. I called to check twice after having no return contact attempts from the company. It showed up almost two months later *** SurePost 1Z3XX135YW43142271 8/25/21 with a note saying "we cannot issue a refund because you return and request was received after the 30 day deadline." I reported that as incorrect to no avail. I am stuck with a watch that I don't want, complaining to a computer survey and company that doesn't care.Business response
09/07/2021
Please see attached.Customer response
09/17/2021
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. They were very responsive especially an agent named ***** who apologized and very quickly diagnosed the problem then sent a new label.She also issued a refund within five days.Thank You,*************************Initial Complaint
08/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
They had received return label Shaq air fryer/grill . but They had not refund my money ,they are continue said. They are still process it ,A week ago they will process another 3 days, it was past 3 days still have not received refundBusiness response
09/03/2021
see attachedInitial Complaint
08/23/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
This complaint is against Christopher and Banks(C&B) and its parents companies of *************************** I'm simply just want to redeem my store credit value of $58.52 with C&B for my next online purchase, but I got offered a promotional code of $30.00 instead of the full amount and it expires on 09/22/21. From 07/10/21 - 08/11/21, there were numbers of phone calls and emails exchanged! C&B assigned me two case # of ******** & ******** just for one matter, and my phone has no call back records. I've never received any notifications at all regarding the gift cards and merchandise credit are no longer accepted as C&B stated in the email. I've even tried to seek help from ShopHQ and IMedia *********** but there were none. The whole process from C&B, ShopHQ and IMedia ********** are very unprofessional and wrongdoing as businesses practices! I feel like I have been treated very unfairly and rip-off as a longtime loyal customer, and I am very upset! This shouldn't be this difficult!Initial Complaint
08/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
4-12-2021 ***** Ordered a blouse but a necklace was sent in its place ORDER # *************** TRACKING NUMBER ************************** I have reached out to them several times wanting to know why I have not been refunded. Each email they send to me has a different reason. The last one is it needed to be tracked down in the return department.5-28-2021 Ordered Black Trousers Invoice ID ********* Transaction ID ***************** Returned the trousers for a refund. The first email states that a refund will take place in 5 business days. The last email sent to me stated that I didn't pay anything for them. I used a gift card for the purchase.Initial Complaint
08/09/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Husband gifted me with a gift card for $200 for Christmas from Christopher&Banks. I went to use it on-line 3 days ago and there was no place to enter it. I contacted customer service and was told as of March 2021, they no longer accept gift cards-what??? I know the physical stores are closed but they are still taking on-line orders. Am I supposed to just lose the $200 because I had no opportunity to use the gift card until now??? This seems like a scam to me and I am filing a complaint about it. My husband paid cash for the gift card so I cant even dispute it on our credit card. This is just wrong on so many counts and I hope you can get our $200 back for us. We are senior citizens and cant afford to waste $200. Thank you for your help.Initial Complaint
08/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 14th I called to change a warranty on a cell phone from 2 yr no drop and spill to 2 yr drop and spill. The end result was I was billed twice and had to call five times due to incompetence. On the same day I asked that both warranties be refunded and I would look else. The customer service person said they would remove it. They did not remove both and credit my credit card. Only one charge was refunded. Today I called and spoke to ***** at ShopHQ and she told me to call and have it removed. She said it could not be done. I called the number ***** gave and the number was wrong. The lady at ************ had no idea what I was talking about. I want the second $33.91 refund back to the card used to pay for the warranty. Seems several of the people I spoke to and one I chatted with online had no idea what they were doing.Business response
09/03/2021
See attached.
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Contact Information
Customer Complaints Summary
354 total complaints in the last 3 years.
65 complaints closed in the last 12 months.