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:04/09/2025

  Type:Billing 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.

  Purchased an EV charger from Spreetail on March 2/2025 for an amount of $733.37 with tax. When I received the product I noticed that I had accidentally ordered a product that was not compatible with my vehicle. After noticing this I immediately contacted the company to see if I could return it. They told me I could but that I would have to pay the shipping to send it back which I did. Once they received the product they refunded me the price of the product $649.04 but not the taxes I paid on that amount. They are blaming Walmart and Walmart insists spreetail is responsible for reimbursing me the taxes.

  Business Response

  Date: 04/10/2025

  Hello, 
  
  I'm very sorry that you have not yet received a full refund yet. I do see that 84.37$ has not yet been refunded for those taxes. Walmart is where that refund would come from. We do not charge taxes on the sales as those come from the marketplace itself; Walmart in this case. I do see that we have refunded all the funds we have for the charger at 649$. If you have been messaging them, I would suggest a call over to ************** and let them know of the issue. 

  Customer Answer

  Date: 04/10/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have been in contact twice with Walmart at the number you suggested and their response has been consistent both times, which is spreetail is responsible for refunding the taxes. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/11/2025

  I do understand. We have refunded the full amount of this item back to Walmart. We do not have the funds from this product any more. We do not collect taxes on our sold products. That is something that ******** ******* ******* etc... collects for governmental reasons. Again, I do apologize that you are being put through this. At this point, Spreetail does not have any further recourse for this. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  I am contesting a re-stocking fee. On March 7, 2025, I purchased an EV charger for $592.92. I returned the item with all parts, in original condition and its original packing within the 30-day return window. They withheld $318.42 as a restocking fee, claiming the order "appeared to show signs of use or wasn’t in new condition". I had merely opened the box removed the items to make certain I had all that I needed, determined I had the wrong charger, re-packaged it in the original container and returned it. I asked twice (via an online portal) that they identify (with specificity) what exactly about the condition of the item was a concern. They merely re-stated that "the order appeared to show signs of use or wasn’t in new condition". A conversation with a customer representative endied in no adjustment, nor any further explanation. FYI, a review of the review website Trustpilot illustrates an incredibly bad customer experience with this seller (over 70% 1-star reviews!).

  Business Response

  Date: 03/27/2025

  Thank you for reaching out. I do see that we tried to give you a call on 3/25/2025 to let you know that we were refunding the rest of your money. I'm sorry we missed you. That refund should be back in your account in 3 - 5 business days. Have a great rest of the week! 

• Initial Complaint

  Date:03/17/2025

  Type:Billing 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.

  I am filing a formal complaint against Spreetail, LLC, a third-party seller on Amazon, regarding a recent purchase of a DuraVent 6DP XRB 6-Inch Extended Roof Bracket for a Chimney Stove Pipe. The product arrived defective, incomplete, and unusable, and the seller has refused to resolve the issue. On February 3, 2025, I purchased the product from Spreetail, LLC, and it was delivered the same day. Due to inclement weather, my project was delayed, and I was unable to open the package immediately. Upon opening it, I discovered that essential parts, including bolts, nuts, and one of the clamps, were missing. Additionally, two pieces of the conduit were bent and had crushed ends, making the product unusable. Based on the condition of the product, it appears this item was previously returned, not inspected by Spreetail, LLC, and then resold to me. When I contacted Spreetail, LLC to request the missing parts or a replacement for the damaged components, they refused, citing their 30-day return policy. This response is unacceptable, as the product arrived incomplete and damaged, and I was unable to inspect it sooner due to circumstances beyond my control. Spreetail, LLC places the responsibility of inspection on purchasers to relieve themselves of accountability, hoping customers won’t discover they are shipping incomplete or damaged/returned products. However, sellers should hold themselves to the same standards they expect from customers. If purchasers are expected to inspect items immediately, sellers should also inspect returned items before reselling them. Spreetail, LLC’s failure to do so demonstrates poor business practices and a lack of integrity. I am seeking a full refund for the product cost, original shipping, and return shipping, as well as replacement of the missing parts and damaged components. I kindly request the Better Business Bureau’s assistance in resolving this matter. Thank you for your attention.

  Business Response

  Date: 03/18/2025

  Hello ***** 
  
  I am very sorry that your brace came in such a state. It looks like you may have got one of our used (for parts items) by mistake. I see that you have requested a replacement. I would be happy to get this taken care of for you as well as a partial refund of $30 for the time it has taken you. If not, I can go ahead and refund you in full. Let me know and I'll take care of it for you!

• Initial Complaint

  Date:02/22/2025

  Type:Product 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.

  This company sold me a used a used kayak that was listed as new. The description stated the box had been opened but the product was new. This was a total lie. The kayak was VERY VERY used. There was even a boat permit still attached, and the paddles and fin are significantly scraped and damaged. It is not acceptable to sell a kayak in this condition without marking it as VERY USED. I contacted the company with these concerns, and they refused to rectify the situation, and refused a refund or replacement. This company didn’t even check to see if this kayak was sellable or still operable. They just resold it without checking for damages. Had anyone checked, they would see this kayak is in terrible condition and should never have been resold. I have reported their poor consumer practices to Trustpilot and Amazon. This company does bad business, and they do not care at all about providing quality service to resolve this issue. Shame on SPREETAIL for selling any products in this condition.

  Business Response

  Date: 02/24/2025

  I am very sorry that you received a used item instead of the open box one that you ordered. Thank you very much for the pictures too (I'm sorry you had to do that in the first place). I have verified that a refund was set up and is currently being processed back to the card that you have on file with Amazon. You should see that refund in no more than five business days. As for the kayak, if it is useable, please use it or share it with someone that would use it. We will not ask you to go through the trouble to return it. You've already been put through enough on this. Have a great rest of the week and letting us know that this occurred. 

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair 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.

  I purchased a heater from them. Thr box was damaged and the heater made a rattling noise. It did not blow heat. I wanted a refund and they went in circles all day. I have almost 70 emails back and forth of them asking for tracking numbers and order numbers and then saying they couldn’t locate my order. Do they couldn’t help me. I want my money back and I want other customers to know how horrible this company is. TERRIBLE customer service. Soleil Electric Infrared Quartz Cabinet Heater with Remote 1500W Indoor Walnut Purchased on feb 2 Delivered feb 3 *************** Order number

  Business Response

  Date: 02/07/2025

  I am very sorry that you had such an issue with this. Would you please share your order number and which market place (******* ******** ******* etc...) you purchased the heater? 

  Business Response

  Date: 02/17/2025

  Hello, I would have no issues with fulling your refund request. It is not good that you received a broken item. However, I am unable to find your your with the sale ID you offered of: ***************. I am also not able to find your order by using your name and Zip Code. At this point, we are not able to further assist with this issue. I do apologize. 

  Customer Answer

  Date: 02/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: you are saying you aren’t responsible and ******* is saying they aren’t responsible because you are the third party seller. And in the meantime I lost my money. I don’t have a working item that I paid for and no one is willing to help. I just want a refund and I have given all the information you asked for 

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 returned an item (ChargePoint HomeFlex Level 2 EV Charger NACS, Hardwire Electric Car Charger Compatible with Tesla). The box was opened, but the item was not used or installed. All the shrink wrap was even on it. When the seller received it, they claim it was used and deducted a 20% restocking fee. I repeatedly asked for proof and they continuously denied it. They are lying about the condition and will not issue a full refund. They refuse proof because they do not have any, They issued a refund of 468.30. I want the full refund of 585.37

  Business Response

  Date: 02/05/2025

  Thank you for reaching out. We do have a restock fee on items that are returned due to reasons not caused by Spreetail or the carrier. However, I have refunded the remaining about to Amazon and they will release this back to your financial account you have associated with Amazon. They will also refund the remaining taxes. You should have this refund within five business days. 

  Business Response

  Date: 02/10/2025

  Thank you for your response. A full refund has been submitted to Amazon for a refund to the account you have on file with Amazon. Any remaining taxes will also be applied from Amazon. 

  Customer Answer

  Date: 02/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the refund is satisfactory. However they continue to change their story and are now claiming that a restocking fee is allowed when return is not due to their error or carrier error. This is no amazons policy (which can be found at ****************************************************************************** 

  I would appreciate if they had simply acknowledged that the item was new when returned and they amde an error. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/27/2025

  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.

  Horrible return experience with Spreetail! I purchased an item 12/17/24 online from Spreetail through *******. Immediately after placing the order started the online return 12/17/24. Item was delivered to me 12/24/25. Returned the item via FEDEX on 12/28/2024 @ 2:46 pm after receiving direction from a SPREETAIL employee on 12/26/2024. FEDEX TRACKING report shows Spreetail received the item back in their facility 1/3/2025 @ 5:49pm. I received an email from both SPREETAIL AND ******* 1/9/2025 stating the item was received and a refund had been initiated to be credited back to my credit card within 10 business days. A refund was never received. I Spoke with a ******* associate who stated the refund had been initiated but due to a "technical error" was not refunded. A member from SPREETAIL sent an email stating that the refund has been issued on "their end" and that if I had further issues with receiving receiving the funds I should contact *******. TODAY 1/27/25 - STILL NO REFUND! Why is it necessary that I wait any longer for your company to return the money? Spreetail charged my credit card immediately after I made the purchase. The item was returned UNOPENED AND IN ITS ORIGINAL PACKAGING! My credit card is charging me interest on an item that I do not have. Spreetail blaming ******* and ******* blaming Spreetail. Ridiculous! I will never ever purchase from this company again and will tell everyone that I know about this experience. Neighbors, co-workers, family, church members, school officials and anyone else who will listen.

  Business Response

  Date: 01/31/2025

  Oh no! I am very sorry that you have not yet received your refund. Please share with me the order number of your purchase and I will look into this and see why you refund has not yet processed from Spreetail. 

  Customer Answer

  Date: 01/31/2025

  ORDER# ***************

  PURCHASE DATE- 12/17/24

  AMT- $153.69

• Initial Complaint

  Date:01/18/2025

  Type:Billing 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.

  I pur*****d a ChargePoint Level 2 EV Charger (*****) during Amazon’s Prime Day from Spreetail, LLC on October 8, 2024. I received the charger the following day, October 9, 2024. Though I was not ready to have it installed at the time, I wanted to take advantage of the Prime Day price. It so happened, about 30 days after the return window closed for this item, I had the electrical work done on my home to have the unit installed. However, following the install, I learned from my contractor that the ChargePoint unit does not power on. I had no way to test this unit until it was installed. Up to this point, it had been stored in my home (in my living room and laundry room) unused and in the box, until it was installed on December 13, 2024 in my garage, where it has remained unused. I have a signed statement by the contractor regarding the charger being defective and inoperable. I should have been sent a working unit. This is not a warranty problem. This is the issue of Spreetail selling a defective item—an item that typically retails for over $500. My request for return is only 34 days following the closure of the return window. Spreetail should have taken responsibility for the items it sells, and should not swindle its customers. I hope I have effectively conveyed my grievance. Spreetail did not send me the product that they promised (i.e, a functional ChargePoint ***** Level 2 EV Charger) and for which I paid, and my given circumstances bear out that I have operated in good faith. I am attaching photos of my communications with Spreetail, as well as my order page, and a copy of my sales invoice. I am including images depicting the non-functioning unit. I have also attached a screencap of a text from ChargePoint to demonstrate that I attempted to set up the charger on December 13, 2024 thereby reinforcing that I only learned the unit was defective when it was installed, and that it was not installed until December 13, 2024. Sincerely, ******* *********

  Business Response

  Date: 01/21/2025

  I am very sorry that the charger did not work. I also see that you have a claim open with Amazon that would prevent us from any refunds. Your item does have a 3yr warranty on it. ChargePoint, the manufacturer of your item, asks that any issues with the device be discussed with them so they can verify what you received and how they can get the item replaced for you. They have a great reputation for correcting any mistakes. With such a competitive market, they strive to excel in it! Give them a quick call at **********. I have also sent the invoice for this item to you and should be in your Amazon Messaging system shortly. 

  Business Response

  Date: 01/27/2025

  I do understand that the item was delivered and is not working. I had offered the the option of contacting the supplier as there is nothing more we can do since a chargeback has been requested for this with Amazon. We are not going to request the item back and Amazon should not as well. 

  Customer Answer

  Date: 02/10/2025

  I’m sorry for my delayed response. I have been sick for two weeks. 
  

  This appears to be another disingenuous statement offered by Spreetail, LLC. A refund can be readily issued by Spreetail; this would close the chargeback dispute with ***** (not Amazon, as Spreetail has stated). Spreetail also has the option of accepting the dispute and allowing the chargeback to stand. Nothing is standing in the way of Spreetail issuing a refund to me—except Spreetail’s own refusal to do so. What’s more—although arguably irrelevant—Amazon is no longer in a position to refund, especially since I accommodated Spreetail’s previous provision and close my return request. 
  
  
  Spreetail remains consistent in its inconsideration to its customer, and its insincerity. Just as they feign desiring but being barred from issuing a refund, they feign their sympathy for my situation. Spreetail is in no way sorry for my experience. 
  
  
  Thankfully, my chargeback dispute with ***** was found in my favor. I believe this demonstrates, as well, not only Spreetail’s lack of good faith efforts, but it’s poor business practices with customers. 

• Initial Complaint

  Date:11/01/2024

  Type:Billing 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.

  Date of transaction: March 4th 2024 Cost: $1036.17 Product: Inflatable spa Issue: The product was faulty (leaks). Upon contacting the seller they said they would not issue a refund. This is wrong.

  Business Response

  Date: 11/05/2024

  Hello ***, 
  
  I am sorry that you went through this six months ago. It looks like a replacement was requested at that time. Would we be able to do that for you? If not, not a problem. We will get that refund started for you. Let me know! 

  Business Response

  Date: 11/05/2024

  Not a problem, I think you clicked on the right thing. You rejected the offer for a replacement which allowed the conversation to keep going. That is perfect. I'll go ahead and get the refund submitted for you. This will take 3-5 business days to be returned back to the financial account associated with your ****** account. If you do not see that refund in 3-5 business days, please reach out and let us know! 
  
  Thank you for your patience today while we worked through this. Have a great Autumn season! 

  Customer Answer

  Date: 11/05/2024

  Also, if a refund is issued, I no longer have the card I made the initial purchase with. Please tell me how I would receive it, thank you.
  
  ***

• Initial Complaint

  Date:10/29/2024

  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.

  I ordered the disputed item through seller Spreetail on *******  as a gift for my granddaughter who lives in another state. The notification of delivery that was emailed to me showed the package at the front door of a house I did not recognize with a white door and wooden steps when my son's front door is red with large cement steps. I contacted my son to see if they received the package but he said nothing arrived. I contacted ******* who said they would in turn contact Spreetail. Spreetail emailed asking me to confirm the shipping address, which I did. They said the address was correct and told me my only recourse to resolve the issue was to open a dispute with the credit card company to get my money back because their system shows the package was delivered. They refused to refund or reship the item even though the delivery mistake was through no fault of my own. ******* even corroborated that the delivery photo for this package shows a house that doesn't resemble the house in the photo from a delivery that arrived correctly to the same address just the day before. I sent these photos to Spreetail who still only provided the solution to dispute the charge for this item. I ended up calling Spreetail thinking this had to be a mistake & they just didn't understand the issue only for them to confirm my only recourse is to dispute the charge with my credit card provider. As a consumer, I faithfully fulfilled my part of this transaction by ordering & paying Spreetail for the product. Spreetail has failed to fulfill their responsibility in this transaction by providing the product I purchased & paid for in good faith. I did not choose the carrier who delivered the package to the wrong address, Spreetail did. The consumer should never be responsible for a package the carrier fails to deliver to the correct address. I also should not have to go through the hassle of contacting my bank to get my money returned when Spreetail is at fault.

  Business Response

  Date: 10/30/2024

  I am very sorry this was mis-delivered. I have resubmitted the request to get this shipped out and you should get a new tracking number once the item ships out later today. Thank you for your patience while we get this corrected for you! 

  Customer Answer

  Date: 10/30/2024

  
  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,
  
  ******* ******