Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Purchased go big electric accuquilt and a die at 10 am 1/30/2024. They immediately put a pre auth charge on my bank account. That's all fine. It still has not shown up under my orders and has not shown up as being shipped. I called today and they told me it can take up to 48 hours to "review" a charge. I asked why my first purchase at 10 am is still being reviewed but my 2nd purchase at 350 pm was not and has shipped. They told me they couldn't tell me. I said where on the site or email confirm does it say there is an additional waiting period of 24-48 hours. They told me that it wasn't advertised. I want to know why this is not advertised. They told me it just falls under shipping. Shipping is not pre authorization or a review of the purchase. They refuse to provide me with any information pertaining to a place to send a certified letter to complain about this. I'm supposed to send a support ticket to have my complaint sent to a department. I want them to update their information to make aware consumers who see a pre authorization charge (charge) on their card but don't see order history. Or at the least of why the first purchase is under review but they allowed a second purchase to go through simply because it was of lesser dollar amount 800 vs 200. The first purchase was 1/30/2024 at 10 am the second purchase was 1/30/2024 just before 4 pm. Same day but they let the lesser charge move through. I would be cautious. Their review department seems to let your card get charged even if your first purchase is under review for "fraud".Business response
01/31/2024
Hello ************
Thank you for reaching out to us here to express your concern and frustration, which we sincerely apologize for any inconvenience this may have caused. All credit card payments that are processed go through a review before approving and with data sensitivity and protecting our customer information a higher level review is done when there are larger payments and multiple purchases to make sure a "bad person" is not making multiple purchases on a stolen credit card. I have followed up with our accounting team regarding this and the order has been released as of this evening and should ship out tomorrow and you should also see this order in your order history now. You will receive an order shipment confirmation when it does ship. Thank you for your patience and understanding in this matter. If there is anything else we can help with please don't hesitate to reach out to us at [email protected]. Thanks and have a wonderful day!
AccuQuilt Team
Customer response
01/31/2024
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.accuquilt team has provided me with the reason in which the additional time was needed. They also have rectified the issue within an amazingly timely manner. I feel that more transparency is needed for consumers who see their initial email which states to go to their order history and don't see an order history. Regardless they have corrected my situation within a timeframe I would never have guessed. Thank you accuquilt.
********** *********** ********
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.