ComplaintsforSITKA Gear
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Complaint Details
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Initial Complaint
12/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I attempted to place an online order on 12/10/2022 around 7PM. My order total was $938.00. When trying to place the order I received an error message that said there was a problem processing your order. I attempted to place the order a second time and got the same message. I now have two charges on my account for $938.00. I have submitted a ticket twice for assistance. I have attempted to call several times and the phone rings and then you are put on hold and the call hangs up before you get a representative. No one has been able or has even attempted to assist me with the issue in 5 days.Business response
01/03/2023
Hello -
We have received email correspondence from *************************** on 12/12/22 and from ************************* on 12/14/22. We responded to the emails on 12/15/22 to inform the customer that the rejection of their orders were mostly caused by errors in the billing/shipping address or if there was suspected fraud. This order had different shipping and billing addresses with different names respectfully. With the different names and addresses, plus being over a certain dollar amount, it was deemed that these orders could be potential fraud and were cancelled for the protection of the card owner. At the time an order is attempted to be placed though our website, there is a pre-authorization charge placed on the card to ensure adequate funds are available. The pre-authorization charge expires between 5-7 business days. The pre-authorizations should have been reversed or dissolved shortly after our last correspondence. We apologize for any inconvenience this experience may have caused. We also apologize for the trouble contacting us by phone as during the holiday season, our **************** Team handles very high volume of contacts and longer response times occur.
Customer response
01/11/2023
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,
***************************
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Customer Complaints Summary
11 total complaints in the last 3 years.
8 complaints closed in the last 12 months.