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:01/01/2024

  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.

  ********On December 19, 2023 I ordered a paw patrol super paws 2 in 1 transforming mighty pups command center for $30.53. I received a box on December 22, 2023 containing 13 packages addressed to other people (I took photos etc. as evidence). I contacted the shipper (*****) and **** and was told to return to sender so we drove it to the nearest ***** location. The seller (spreetail deals) has not provided a refund and has stated they will not even though the package with the 13 boxes in it has been returned to them by ***** (I have a photo of the return confirmation and the tracking number denotes it was returned December 29, 2023). The 13 packages addressed to other people that we found in the box (that was supposed to be a paw patrol toy) had foreign printing on them (Chinese and Arabic). This company should be looked into, I did not open the packages but this is very suspicious. I have contacted **** also but I am concerned that something illegal is going on with this company.

  Business Response

  Date: 01/02/2024

  I sincerely apologize for any inconvenience caused and deeply regret the significant trouble and frustration you have experienced in your attempts to obtain a refund. I understand how frustrating and disappointing this must be for you, and I want to assure you that I am fully committed to resolving this issue and providing you with the assistance you need.

  We are issuing you a full refund for this concern, our deepest apologies for this.

  Customer Answer

  Date: 01/03/2024

   
  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:07/06/2023

  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.

  On June 19th I received a swimming pool that I purchased from the ******** website. The order was fulfilled through Spreetail. Upon receipt of pool it was discovered that the wrong size was ordered by mistake. On the website it says the item is returnable to ******* and free returns. I took the pool down to my local ******** only to be told that the pool has to be returned through the fulfillment company (Spreetail). Upon contacting the company, they want to charge me $168 for the return when the website clearly states FREE returns. If I had know that there would be a charge for the return I would have never ordered the pool

  Business Response

  Date: 07/07/2023

  Hi ****, 

        I'm sorry to hear that the pool won't work out for you. Due to the size of the item you ordered, and the reason for return being customer driven we do typically require the customer to cover the cost of return shipping. This sounds like it will not work for you, and we understand that each situation is different. I have made an exception and we will waive the return shipping fee for you on this purchase. I will get this sent over to our Freight Team so they can arrange a pickup. Once we've confirmed a pickup date / time with the carrier, we will email the details to you via the email address you've provided. If you need anything in the meantime please feel free to email us at ******************* ** **** **************. Thanks again!

• Initial Complaint

  Date:07/06/2023

  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 hot tub from Spreetail on 5/4/23. It was delivered, we set it up but no matter where we put the temperature, it would go to 105 degrees. This was too hot so we contacted the company to do a return less than 2 weeks later. We hired a freight company and they came and picked it up and delivered it back to them. I have still not received a refund as of 7/1/23 and am getting nothing but run around from them even after providing them tracking from ** **** via *** ******** as well as giving them the proof of delivery with a signature that it was delivered. They only keep saying they will refund me when they receive it back but it was delivered back to them on 6/9/23.

  Business Response

  Date: 07/07/2023

  Hi *******, 

      I apologize about any confusion with your return and refund. I was able to pull up your order and confirm with the return tracking you provided that the item has been successfully returned to us. This turn around time can take a bit longer when the return was not facilitated through us, so again I apologize about the delay. I was able to process your refund today, and you should see it returned to your original payment method within 3-5 business days. You will also receive a confirmation message on the ****** messaging service with this information. Thank you for reaching out, and thank you for your patience as we worked to get you taken care of. 

• Initial Complaint

  Date:06/30/2023

  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 ordered a product which was shipped to me by spreetail. It was 9 120gallon storage containers. Upon the unboxing 2 of the lids were broken. I emailed the company to try to get them to replace the lids and at first they instructed me to contact *******. Which led me to believe that when whomever read the email only read the subject that stated I had a damaged item. In that email I stated that I ordered thru ******. So I emailed back and explained my dilemma again. How I would like to keep the product and only replace the 2 lids that were broken. ****** cannot replace the lids because they don’t have the physical property. I do not have a way to return 3 oversized boxes to a ****** store as well. I am retired due to a disability. I cannot carry those boxes back to the store. When I finally got the email back basically I was told to take it up with ******. I would think I have the contact information to ******. So that was just a polite way of saying they weren’t going to help me. I would just like them to replace either the 2 lids or maybe one of the boxes that contain 3 containers and 3 lids. There is no guarantee if I order another set that a piece won’t be broken then I have to figure out how to get the boxes back to ****** for another return. It’s never ending unfair to the customer and poor customer service. This is a minor problem for a large corporation.

  Business Response

  Date: 07/02/2023

  Hello * ****,

  I am sorry to hear our items arrived in the condition it did we try our best to make sure these things don't happen. I was able to locate your order and I do see that it is a ****** placed order regretfully we do not handle ****** orders directly and would have to be handled through ****** directly for all exchanges, returns, and refunds. I am sorry there isn't more that we could do for you at this time. Please do not hesitate to contact ****** online services for the soonest resolution.

  Spreetail

• Initial Complaint

  Date:06/12/2023

  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 received a kids ride on **** and it did not work right out of the box. Tried a different battery and it still did not work. Now they will not let me return it even though the product does not work and is within 30 day return policy.

  Business Response

  Date: 06/13/2023

  Hello Diane,

  I am sorry for the trouble you've had with your item. I was able to locate your order and I see that you reached out regarding the issues and we have been in communication to get this resolved for you. A return label was provided to the direct email address provided to return the defective item for a refund. Please locate the approve prepaid ***** label. We'll process your refund as soon as it arrives back at our warehouse. It can take up to 3-5 business days for the funds to appear back on the form of payment currently linked to your marketplace account. 

   

  ***** ******** - *******************

  Customer Answer

  Date: 06/13/2023

  
  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,
  
  Diane ****** *****

• Initial Complaint

  Date:06/12/2023

  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.

  Bought **** ******** reciever on may 3rd 2023, was delivered the following day , and the unit has already stopped working (2 days ago). It powers on, but no sound on any channel, input, etc., I am an audiophile so I know my wires weren’t faulty and there weren’t any loose connections. I tried moving it to different outlets. I wasn’t overloading it with too many speakers or volume too loud. I just had some background music playing and the sound cut out out of nowhere and haven’t had sound since. I purchased the unit on the ******* app and it was sold by a third party seller, Spreetail ! Immediately tried reaching out to you guys and I got two different responses by email and one told me there was nothing hat could be done since it had been longer than 30 days and the other response said they would be happy to provide a replacement so long as I covered the shipping. I call customer service and again am told there’s nothing Spreetail can do I would have to contact the manufacturer and they gave me the name number and email and said they would have to figure it out ***** ****** **** ********** ********************* I called And was told there was nothing they could do either as far as replacement or refunding… But my unit is barely a month old, is still under warranty, and qualifies for either a repair or replacement, according to both companies policy..y’all don’t wanna give me a working unit or reimburse me and ya talk to people like their idiots and y’all have the absolute worst customer service and support of any business I’ve ever dealt with. Smells like ********

  Business Response

  Date: 06/13/2023

  Hello Alex,

  Thank you for bringing your trouble to our attention. I am regretfully sorry for your experience with the confusion of your item purchased. I was able to locate the order and read through the notes. There has been some miscommunication on our end and we try our best to make sure these things don't happen. I do see part of the provided information to you was correct. I can set this up for a replacement exchange and will send you a email correspondence with the accurate information to get this replaced under warranty. 

  Again, I am sorry for the inconvenience this may have caused you. If you have any further question you may reply directly to the email received.

   

  Spreetail ***** ******** - *******************

   

• Initial Complaint

  Date:06/06/2023

  Type:Sales and Advertising 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 an ***** inflatable hot tub model #******* on June 1, 2023. It is square, 94x94 inches. It was delivered June 4, 2023. It was missing the cover and had 2 puncture holes in the tub. I contacted Spreetail about the product and patched the puncture holes while awaiting their response. I was told the cover did not come with my product as per the description. They even attached the description in their response. It clearly stated in the description that it includes an energy efficient cover. It is illegal to ship these hot tubs to ** without an energy efficient cover due to new laws. I learned this through Spreetail when I ordered a ******* inflatable hot tub. They charged me and then canceled my order. When I called to ask why it was canceled, they explained it was canceled because they can't ship it to ** because it did not have an energy efficient cover. I ordered this one because it specifically came with the energy efficient cover and would ship to **. I was shocked when they shipped it without the cover at all and tried to say it doesn't come with one. I contacted ***** for the missing cover as per the ***** owner's manual that came with the product. I was told by ***** that they do not make the model and size I purchased from Spreetail. I was also told they don't warranty orders from ****. I think Spreetail is selling counterfeit products with the ***** name.

  Business Response

  Date: 06/06/2023

  Hi Michael, 

         I apologize sincerely for the confusion regarding the energy efficient cover for your spa. We have already put in a request with our parts department for the cover and the patch kit. We will send you tracking numbers once those parts have shipped. If you need any information or updates in the meantime please feel free to reach back out to us. Thank you! 

  Customer Answer

  Date: 06/07/2023

  I would like to accept their response, but what about the manufacturer information? How do I order replacement parts as needed? ***** does not make this model. I need a website or something about the manufacturer. Thank you.

• Initial Complaint

  Date:05/26/2023

  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.

  Bought an huge pool and now they are charging me for shipping No where do I see anything about customers paying for shipping. This is a complete scam. Don't buy anything from this company ****

  Business Response

  Date: 05/26/2023

  Hello Ashtin, 

  I have taken a look at your order and see that you wish to return the order for the pool. Due to the size of the item it requires freight shipping, which we typically ask customers to cover the cost of the return shipping in buyer initiated returns. If you are unable to cover the cost of the return shipping I am happy to make an exception for you and waive the return shipping charges. I have left a note indicating the intention to waive the charges on your sale and we will do our best to have the item returned to us by the carrier. If the carrier does not receive our request in time and still attempts delivery, please refuse the shipment. Once your item is on its way back to us we will issue your full refund. Thank you for allowing us the opportunity to find a suitable solution for you!

  Customer Answer

  Date: 05/27/2023

  
  Complaint: ********
  The package has been delivered and placed in my yard. I just need an *** or some label to sent the pool back.
  
  Sincerely,
  
  Ashtin *******

  Business Response

  Date: 05/31/2023

  
  I will get this sent over to our Freight Team so they can arrange a pickup. Once we've confirmed a pickup date / time with the carrier, we will send the details to you via ****** ********* system. Thanks very much! 
  
  

• Initial Complaint

  Date:05/25/2023

  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 purchased a ****** Treadmill ** **** via ****** from the seller Spreetail on 27th Dec 2021. The treadmill came with a 2-year warranty. While using the treadmill I always felt like there was some issue with the treadmill as it didn't feel smooth to walk on it at a lower speed like 3/4 kmph, but I never raised a concern but then sometime later when my wife started using it, she also felt the same and we decided to reach out to the seller in Dec of 2022 as the product was within warranty. We raised our concern about the machine with the seller and I was told to reach out to the manufacturer to have it repaired. I reached out to the manufacturer (*** ******** *****) and they scheduled a visit with their technician after a couple of trials by replacing the motor, belt etc, the machine was deemed irreparable. At this point, the manufacturer recommended that I contact the seller to ask for a refund or replacement. When I reached out to the seller, they washed off their hands by saying that the machine is under manufacturer warranty and the manufacturer would take care of it. It has been 6 months of dealing with the manufacturer, seller and ****** and none of them are helping me with the defective product, which is entirely within warranty but no one cares to fix it, replace it or refund me for it.

  Business Response

  Date: 05/26/2023

  Hello Himanshu, 

                 I am very sorry to hear that you haven't felt taken care of, or been able to find a suitable resolution. Please contact us and let the representative who helps you know that you were referred to call back for a refund from your BBB complaint. We do value your business and you as a customer. You can reach us by email at ******************* or by calling **************. Thank you for reaching out again and giving us the opportunity to make things right. 

  Customer Answer

  Date: 05/28/2023

  
  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.

  I have been trying to reach out to them for 6 months and never got this resolution. Thank you for your help!

  
  Sincerely,
  
  Himanshu *******

• Initial Complaint

  Date:04/25/2023

  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.

  Purchased an item it says parts only- it doesn’t say details about what parts. And the parts received are broken as in bent and damaged it’s not just loose parts to this chair. I submitted for a return as the site says 100% satisfaction. No where do I see anything about customer paying for shipping. Now I’m told I’m responsible for price of shipping this huge box of broken pieces back to the company on my own dime. It will cost more than the broken parts. This is a complete scam. The website has some rules in place it’s just the company decides what rules to follow that day? Total scam and fraud.

  Business Response

  Date: 05/02/2023

  Hello Rebecca, 

  
  I am sorry to hear you are not satisfied with your purchase. I was able to locate the order and show a full refund was processed on 4/24/2023. If you do not see it reflecting back to your original payment I recommend contacting your financial facility for further assistance.

  Feel free to reach out to Spreetail with any questions at ***** ******** - *******************