ComplaintsforConnected Goods, LLC

• Initial Complaint

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Items totaling $270 were reported as delivered by *** to my ************ address and were never received. I received other *** packages that day. The business is claiming they are not liable as I unchecked the shipping insurance button (which I did not). They will not cover the lost cost. I have also asked that they file a claim with ***, which I cannot do as the recipient but they could as the shipper, and they will not. I filed a claim with Paypal as I used their services to buy the items; the company has now locked me out of placing new orders until I remove my Paypal claim. They made accusations in previous emails that I've had another package go missing as well (************ has a very high porch theft crime rate) and basically insinuated that I was falsely reporting. It was extremely poor customer service when all I would like is for them to refund the items that I never received.

  Business response

  11/01/2023

  Per the tracking, this shipment was delivered by **** The customer purposefully refused our hassle-free delivery guarantee that we automatically include on all orders unless the customer opts out, which she did voluntarily opt out of in this case. She had to physically uncheck the service from the cart in order for it to be removed. That is how it is designed and operates on our site. The hassle-free delivery guarantee states specifically on our site that we are not responsible for lost, stolen, or damaged packages unless it is included on the order. This is stated explicitly in our shopping cart, as well as in our shop policies here, ************************************************************** also note that this customer had another order in the past that she claimed was not delivered, which we did refund since it was at a time before we had the hassle free delivery guarantee as an option. So we have always acted in good faith to take care of our customers and this customer in question. This customer has confirmed in this complaint that their address is prone to theft. Also, please note that after she put in a claim with Paypal, which we've disputed and have been assured by a Paypal rep over the phone that it will be most likely settled in our favor once the process is complete given the circumstances, she placed another order on our site, for the exact same items, and on this order she left the hassle-free delivery guarantee on the order, thereby opting in to that service. So she is clearly aware of the need for that service to replace lost, stolen or damaged items. We then canceled that order pending the removal of her Paypal dispute and then she placed another order in her husband's name to be sent to a different address for the exact same items, again leaving the hassle free delivery guarantee on the order, which again indicates her understanding of the need for that service given her history with theft at her property. We should not be liable for refunding or replacing this order as it does not adhere to our policies. ******, Founder/President at Connected Goods. 

  Customer response

  11/01/2023

  Truly, I have never seen a business go out of its way to stalk a customer on the Internet in order to track down their identity as clearly mentioned here. 

  Business response

  11/06/2023

  To Whom It May *********************** addition to my initial response to this complaint, I would like to bring to your attention that ****** has officially sided in our favor in this customer's attempt to defraud us of an ineligible refund. Paypal, which is the payment processor that was used in this transaction, has confirmed that they are denying this customer's transaction dispute, which claimed that the shipment was not delivered, based on the fact that *** tracking confirms the package was delivered to their address on their order, and that they purposefully removed the hassle free delivery guarantee on their order, which would have otherwise enabled a replacement of any lost or stolen shipments. 

  I can provide any additional details on this Paypal case that was awarded in our favor if requested. 

  I kindly request that this BBB complaint be denied and removed from public view as it is completely illegitimate due to all of the aforementioned details, and is harming our small family business, which is run by myself and my wife with one other employee. We go out of our way to take care of our customers and have a very loyal return customer base as a result. One simply needs to read the customer reviews on our site. We've been in business for 13 years. 

  We will not be able to stay in business if we allow customers to take advantage of us in the way this customer is doing. Again, they have admitted to us, Paypal, and the Better Business Bureau in this very complaint that they have a problem with thefts at their property, yet they purposefully removed our hassle free delivery guarantee from their order, which specifically states that we are not responsible for lost or stolen shipments if it is not included on the order. 

  I greatly appreciate your consideration in this matter that is of the utmost significance and consequence to our small family business. 

   

  Thomas 

  Founder/President

  Connected Goods

  Customer response

  11/13/2023

   
  Complaint: 20788490
  
  I am rejecting this response because: I have at no point attempted to take advantage of this company. I purchased items that were not received on my end, despite what is stated by **** a company that does allow claims from the sender. I am merely asking to me compensated for not received items and to terminate this business transaction. Its very clear. The only reason that PayPal dismissed this was because there was no additional information. I am not asking this company to do anything more than be reasonable in a situation where the customer did not receive the items as promised. Thanks. 
  
  Sincerely,
  
  *******************************

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