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:10/11/2024

  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.

  On ********** by Spreetail the Gazelle G6 is falsely advertised as the newer model with tri-tech mesh but they shipped the older version. It shows in the pictures and is verified the questions and answers section. After speaking with multiple customer service reps at ****** and Spreetail they confirmed they were advertising the new version but refused to replace the one sent to me with the new version. It is a very frustrating experience and clearly false advertising. I purchased October 9, 2024 and it was received today the 11th.

  Business Response

  Date: 10/15/2024

  Hello Josh, 
  
  I am very sorry that our advertising was not correct with ******. We are taking steps to rectify that situation. As for your item, I see we worked with you and ****** on 10/12/2024 about getting the correct item ordered through ****** to get this to you. Please let me know if you do not get the correct item in the next 3-5 business days. 

• Initial Complaint

  Date:10/01/2024

  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.

  8/27/2024-placed an order for 2 rolls of fencing. Was a nightmare from there on. Fencing delivered damaged, sent back. Customer said only received 1, but yet both shipped back on same pallet, and carrier confirmation proved was delivered. Nightmare with their carrier in getting delivered, so they agreed to 2--- 77.00 adjustments, got one, not the other. Went over a week back and forth, appeared we were getting automated answers for awhile. FINALLY got walmart involved, still no credit. Then on 9/28/24 we get an email from the shipper that we would be getting a full refund. I assumed because the 2 replacement rolls were damaged as well. We did salvage part of the fencing because now we needed it. They should honor what they say. They say they did refund it, but haven't yet. And here we are, paid high dollar for damaged fencing.

  Business Response

  Date: 10/15/2024

  Hello Melissa, 
  
  I am very sorry that your refund did not go through. It does look like there was an issue with our system interacting with ******** We've been working through the day to get this corrected. Fortunately, the issue has been rectified. It looks like all but $244 was refunded (and should be back to you by now). We released the remaining $244 to Walmart this afternoon and this should be back to you once it processes through Walmart. If you do not get this refund, please reach out to Walmart to verify they have everything correct to back on to the card from which the item was purchased. 
  
  Again, I do apologize for all of this back and forth. I appreciate your working with us to get this fixed for you! 

• Initial Complaint

  Date:08/07/2024

  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.

  Ordered an intex pool from spreetail in n July 23, 2024 and paid 1098.62. It was to be delivered within 5-7 business days. I contacted them and they said they couldn’t find my order#, Now as of August 5 they have given me a faux tracking # that cannot be tracked and still showing no delivery date. I just want my money back so I can go elsewhere for a pool.

  Business Response

  Date: 08/09/2024

  Oh no! I do see the tracking number on **** is correct. However, I agree 100% that you were not able to use it the last few days. ** Carrier had an issue with there website (we had issues too and the issue shut down one of our departments for the last few days!) Great news though, your pool is set to be delivered on Monday, August 12, 2024 via RL Carrier with your tracking number of: ********** 
  
  
  
  If you have any questions or issues, please reach out directly to us at *****@spreetail.com and we can help you out! 

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair 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.

  My family purchased an Ooni Karu 12 via ******* on June 24, 2024. The item arrived the next day on June 25. My family moved with the US military on July 15, taking the item with us in a suitcase. On August 2, we opened the item for the first time and realized Spreetail sent the incorrect item- an Ooni Frya 12. I reached out immediately to Spreetail and they shared that this was a marketing content error. They do not have, nor will ever have, the Ooni Karu 12, so they cannot replace the item. I asked to return the item and they shared they cannot accept a return from my family’s new location (a US military base outside the continental US). After negotiation, Spreetail offered a 35% discount. The item cost $244.99 plus tax. The $85.75 discount offered is LESS than other accessories (namely a $100 gas attachment) we purchased to use with the Karu that we ordered. Further, we can purchase the Frya at our current location for $125, $119.99 less than our purchase price for the Karu. Spreetail was unwilling to price match and unwilling to accept a return in December, when we would be back in the location we purchased from (& offered to take the oven in our checked luggage to be able to return from a location they prefer). They instead replied that the return is outside the 30-day window and they’re unwilling to do anything to correct the fact that they advertised and sent an item they do not, nor will ever, have in stock, including upholding their previous offer of a 35% discount.

  Business Response

  Date: 08/05/2024

  I am very sorry that you received the wrong item. I can imagine the disappointment of getting to the other side of the world and finding out you did not get what you had ordered! I have submitted a refund for you in full for $244.99. The remaining taxes will be refunded by ******* (so you may see 2 deposits back on to the card associated with your ******* account). This refund may take up to 5 business days to appear. Of course, hold on to the item as we do not expect you to ship the item back. Hopefully, it can be of use to you still. If not, please gift it to someone for them to use or donate the item. 
  
  If we can be of any further assistance, do not hesitate to reach out! 

  Customer Answer

  Date: 08/06/2024

  
  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. I appreciate the kindness with which you responded.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/14/2024

  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.

  I ordered a pressure washer on ******.com, however it's sold by a third party called SpreeTail. I received the package with gas spilled all over the box and inside. ***** even wrote on the box damaged, gas spill ! I have little children, and also have asthma. This poses as a health hazard, also fire safety issues. On top of all of that, many of the parts are either missing or broken.

  Business Response

  Date: 07/15/2024

  I am very sorry that your item came in such condition. I do see that you have a return open with us. So you do not have to worry about repacking the item and getting it back to us, please hold on to the item or dispose of it as you see fit. I have issue the refund in full already. It may take up to 5 business days to arrive back on the card you have account with ******. Again, I do apologize for this terrible experience you have endured. 

  Customer Answer

  Date: 07/22/2024

  Complaint: ********
  
  I am rejecting this response because:

  I still did not receive my refund
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 07/23/2024

  I do apologize that you did not yet receive your refund. I have verified that your refund was fully processed by us on July 15th. I would reach out to ******** National line at ###-###-####. This line is much more beneficial than calling a local store as they have more access and knowledge of online procedures and can review returned refunds (from us in this case) and release these to you and your financial account associated with ******. There may be a hold there or a system glitch on their end. At this point, we have release the funds back to ****** to be released to you. Mind you, this is usually an automated process that once we release the funds, they go on through ****** and back to you in 3-5 business days. 

• Initial Complaint

  Date:06/24/2024

  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 am writing this even knowing this might not help but I have tried working thru ****** on which was the site I purchased the item and also with Spreetail to where this was sold by, and neither have been willing to help. I bought this item back on Nov 22, 2023. It was a Intex pooland my order number is *******************. It was a Xmas present to myself and buying the pool at that time I was able to get a great deal. Was suppose to come with Pool, sand filter pump, ground cloth, cover and robot vacumn. The package was delivered fright carrier in two large boxes. At that time I had it put in my shed till spring when weather was warmer and my deck was built first. The deck was finished and we started to assembly the pool. Everything is great and working , pool looks amazing. Have had it up two weeks and them i remembered I was suppose to get a vacumn to clean the bottom of the pool and there was no more boxes to open. the shed is empty and all boxesare empty. all I want is the vacumn that was suppose to be included or refund for the vacumn so I can purchase one myself. After spending $1676.35 I dont feel I should have to spend more out of my pocket. I understand the time that has passed but I wasnt going to install the pool in dead of winter and then had to have the deck built. I'm hoping you can help me somehow since the company refuses. Thank you for hearing my sice and look forward to hearing back.

  Business Response

  Date: 06/26/2024

  Oh my! I'm very sorry that you did not get your vacuum. It's super nice to have one for your pool. I have that reordered for you and you should get that in 2-3 business days! You will get new tracking information once it ships out later this afternoon. 

  Customer Answer

  Date: 06/26/2024

  
  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. As long as I do recieve the item. They said they shipped the vacumn and I should have the item in 2 -3 days. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/07/2024

  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.

  I purchased a pool ladder via their **** store. The item arrived and was defective. It was completely unusable so I initiated a return. The seller acknowledged receiving the item and said they’d issue a refund. ****** is denying the refund. I contacted **** and they told me the refund issue is closed and NOT appealable. Their decision is final. I am beyond furious that I’m seriously left responsible for the amount of $358.71.

  Business Response

  Date: 06/21/2024

  Thank you for reaching out. I did look at your **** account and see that the dispute has been resolved with ****. Because of this, we are able to refund you in full! This has been completed on our end and should take not more than 3-5 business days to reach your bank account you have associated with your **** account. 
  
  Let us know if you need anything further! 
  
  Spreetail

• Initial Complaint

  Date:06/04/2024

  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.

  We purchased what turned out to be a defective dehumidifier from this company via ****. We notified them just as soon as we discovered the product was defective and asked for a full or partial purchase refund or to return the product to them for one that works. The company informed us that 'they have a 30-day purchase return window' and that we were outside of that (by less than two weeks) and could not receive a refund or a dehumidifier that is not defective. We have informed spreetail that we are contacting you and **** for assistance with this unsatisfactory purchase.

  Business Response

  Date: 06/05/2024

  I am very sorry that your items failed to work. If you would, please share with me the order number so that I may look into this issue. 

  Customer Answer

  Date: 06/06/2024

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

• Initial Complaint

  Date:06/04/2024

  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.

  We ordered the Intex Ultra XTR pool on May 21, 2024 through *******. We set it up three days after receiving it only to discover the seam leaks the entire length of the pool. We contacted Spreetail and they offered us $261 if we would keep it and try to patch it. Since, the leak was on a seam, we were not comfortable with this and asked if they could send us a new liner. They agreed and then sent us an email saying they did not have the liner in stock but would take the pool back and exchange it. We have had several back and forth emails trying to work out the return. Note: the pool was delivered by trailer truck and fork lift and is now unpacked and impossible to get back in the box. Throughout the back and forth, they have continued to offer us $261 to just keep the pool. We originally were agreeable to an exchange but are so frustrated by lengthy phone calls and back and forth emails that we now just want a refund and to never buy from them again.

  Business Response

  Date: 06/05/2024

  I am very sorry that the liner of your pool had a leak and yes, getting all of that back into the box would have been very difficult! I have refunded you $1042.38 with the taxes coming back to you from *******. This should take no more than 3-5 business days to back on to the card you have associated with *******. 
  
  As for the pool, keep the pool and do with as you wish. Intex and eBay may have liners that will work and then you can have the pool up for years to come. If not, please dispose of the parts responsibly. 
  
  Let us know if you need anything else. 

  Customer Answer

  Date: 06/05/2024

  
  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,
  
  **** ****

• Initial Complaint

  Date:06/02/2024

  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.

  May 25th 2024 Cost 176.99 Funcile pool 12×36in included the filter system I still have not received my package. It hasn't even moved yet. The label was created and that's it. Called your company and they do nothing?

  Business Response

  Date: 06/03/2024

  Hello ********* 
  
  I am very sorry that your package has not shipped yet. That is very frustrating and I do not want to see you in this predicament. Would you please share your order number with me and let's see what is going on with this order?