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:03/19/2025

  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.

  FOURTH REQUEST FOR INFORMATION REGARDING ORDER NOT RECEIVED. NEXT CORRESPONDENCE WILL BE REPORT TO BBB IN YOUR STATE. I ordered a replacement dirt canister for Bissell Powerforce Helix Turbo on approximately 2/26/26. The payment of $23.94 was processed on 2/27/25, but we did not receive the part. The payment line item includes a number *********, not sure if this is an order number.The part was ordered by: *** ********.Address: ***************************************** We would like to have this part replaced please. Please advise ****. This is my fourth and final email to you. It is extremely frustrating that you refuse to provide customer service and no phone number to call. ****** ****** ************

  Business Response

  Date: 03/19/2025

  Your order has been refunded as this part is no longer available.  If you leave a message from yourself, no one can find your order as you clearly have placed the order under a totally different person.  More times then ever people call a leave message at the wrong on line stores.

   

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 23087994
  
  I am rejecting this response because:
  

  We did NOT receive a refund for $23.94 nor any communication from Vacuum Supply that the part was not available. Also, there is no phone number on the web site, so it is impossible to have a conversation with this company. We would still like to receive the refund for the part that was not delivered. This is a pathetic way to operate a business.

  Regards,

  ****** ******

  ****** ********

  Business Response

  Date: 03/25/2025

  Bissell PowerForce Helix Dirt Container 203-8058
  SKU: VSS_418381
  $15.99  1-1 $15.99-$15.99
  
  Flat Rate
  Items: Bissell PowerForce Helix Dirt Container 203-8058 1 $7.95-$7.95
  Refund #***** - March 19, 2025, 7:47 pm by admin
  Client Requested -$23.94
  Items Subtotal: $15.99
  Shipping: $7.95
  Order Total: $23.94
  
  Paid:
  $23.94
  February 26, 2025 via Credit Cards
  
  Refunded: -$23.94
  Net Payment: $0.00
  
   PayPal Fee: - $0.98
   PayPal Payout: $22.96

• Initial Complaint

  Date:08/09/2024

  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 a 30ft replacement cord for a vacuum cleaner, item was not shown or listed correctly, sent the wrong item, called store and store customer service representative informed me that they will not refund money in full, informed me that there is a 20% return fee if he feels its in good condition, nowhere did I agree to pay for any restocking fee, nor does it say that on any paperwork they sent me, also wants to charge me for returning the wrong item, asked to speak to supervisor and now he became the supervisor all of a sudden, he customer service was horrible to say the least. I want a call from the owner not this wanna be supervisor, this store is scamming people out of money and the issue needs to be resolved

  Business Response

  Date: 08/09/2024

  Son Called and was extremely rude and fowl mouthed about his mothers order,  The item is exactly what was ordered.

   

  See Attached Invoice and Screen Shots, of Item, IP address and order details and acceptance of our return policies

   

  Vacuum Electric Cord 30 feet
  $20.99
  This electrical cord can be used as a replacement for a lot of upright vacuum cleaners that do not use a molded cord. Panasonic, Kenmore and Sharp upright vacuum cleaners are examples.

   

   

  Return Policy
  At VacuumSupplyStore, we want to ensure your satisfaction with our products. Please review our return and refund policy to understand your options:
  Returns and Refunds Guidelines:
  No Refunds on Open Packages: We do not provide refunds for products in open packages.
  15-Day Return Limit: Products can be returned within 15 days from the date of delivery. After this period, returns may not be accepted.
  Restocking Fee: For unopened items returned within 15 days of receipt, a 20% restocking fee applies.
  Non-Refundable Items:
  We do not accept returns on used or opened vacuum cleaners, vacuum cleaner bags, belts, filters, accessories, parts, or chemicals (e.g., shampoo, stain remover, scents) unless the mistake was ours or the product is defective.
  Incorrect part orders are not eligible for return. If you are unsure about a part, bag, filter, or accessory for your vacuum, consult a repair shop or the manufacturer manual before purchase.
  Please note that we are not responsible for shipping or return shipping costs for incorrect item purchases.
   A few of our online and in-store products are not returnable. These are mostly large or special order items. They are not returnable because of shipping costs or the manufacturer’s return policies. The manufacturer will usually replace these items in the event they are damaged in shipping or defective upon receipt, but they cannot be returned or exchanged for any other reason. Here is a list of those special items that are not eligible for return:
  Miele, Rotary Iron and all Commercial Products including: Commercial Air Purifiers, Commercial Floor Scrubbers, Commercial Extractors, Commercial Steam Cleaners, and Commercial Buffers, Clearance Corner items, or Closeout Items.
   *Non-Refundable Items: ALL Commercial Vacuums, Sanitaire Products, and Central Vacuum Motors and Central Vacuum Relays Are Non-Refundable. All Sanitaire Models (Including, but not limited to) SC6075, SC6085, SC6088, SC6092, SC6095, SC6066, SC6065, SC6093, SC6200A, SC6210, SC6220, SC435A, 6003, 6005, 6010, 6015, 6020, 6025, 6030, 6035, 6045, SC535, SC530, SC412 cannot be returned once purchased. Used or unused, there will be no refunds due to special drop-shipping from the company. Intervac, Vroom, and Hide-A-Hose replacement parts are non-refundable asthinkvacuums.commust order these as an order directly from our supplier. Due to the nature of these items, all sales are final
  Cancellation Policy:
  Once an order is placed, it is the customer’s responsibility to complete the purchase. Email requests are not sufficient for order cancellations.
  Orders are processed promptly during business hours. Once an order has been shipped, it cannot be canceled, rerouted, or stopped.
  Refused orders: If an order has already been shipped and you wish to cancel, you must refuse the package at the door to receive a refund per our return policy. You are responsible for the return postage if the refusal is not an option. Contact us for an RMA number before returning items.
  Restocking Fees:
  A 20% restocking fee applies to all cancellations.
  An additional $15 fee is incurred for door refusal or the inability to accept/sign for delivery.
  Warranties:
  All our machines come with standard factory guarantees and warranties. If an authorized dealer of the brand cannot be found for repairs, you may send the product back to us for repair.
  We do not cover user-inflicted damage. Shipping for warranty inspection of products found defective after 30 days from the purchase date is the responsibility of the consumer.
  Damaged & Defective Items:
  Report items damaged or defective upon initial shipment within 30 days of receiving them.
  Such items must be sent back for inspection before a new replacement is issued. Our technicians will evaluate these items.
  If our technicians confirm damage or defects, a new item will be sent immediately. Credits or replacements are provided only after the evaluation process.
  Missing Items:
  Customers must verify the receipt of all items upon order receipt.
  Report missing items to VacuumSupplyStore within 10 days of receipt, excluding back-ordered items. This applies to orders fully filled.
  For damaged merchandise, report it directly to VacuumSupplyStore within 5 days of receipt or delivery.
  Pricing & Typo Errors:
  We offer a 100% Lowest Price Match. Contact us via email for any price matching queries.
  To qualify for the lowest price match guarantee, items must be in stock and sold by qualified internet dealers. Exceptions include auctioned, refurbished, open box, used, or damaged products, and those with rebates, coupons, personal sale offers, and more.
  Shipping:
  Orders typically ship within 48-72 hours of receipt. Items not in stock will ship once available.
  Shipments are made via *** Ground / **** within the Contiguous U.S., at our discretion, unless otherwise specified.
  For orders shipped to Alaska or Hawaii, additional shipping rates may apply.
  Special Orders:
  Items not found on our site are considered “Special Orders” and will incur an additional handling charge of $14.95.
  Payments:
  We accept PayPal, Stripe, MasterCard, Visa, American Express, and Discover. No credit card surcharge applies.
  Please note that all sales are final. If you have questions, feel free to reach out to us. We value your satisfaction and are here to assist you. Your trust in VacuumSupplyStore is our top priority.
  
  Ordering from VacuumSupplyStore – Your Source for Quality and Assurance
  At VacuumSupplyStore, we are committed to providing you with a seamless shopping experience. Please familiarize yourself with our ordering process and policies to ensure a smooth journey with us:
  Order Placements:
  All orders are processed immediately upon placement.
  Due to global supply chain issues, some items may be ordered from the manufacturer, resulting in longer processing times for certain products, such as belts, filters, rollers, and hoses. Some items may take up to 2-3 weeks to arrive from manufacturers.
  Order Cancellations:
  Once an order is placed, it is the customer’s responsibility to complete the purchase.
  Orders are processed promptly during business hours. Once an order has been shipped, it cannot be canceled, rerouted, or stopped.
  If you’ve received a shipped order but wish to return it, you must refuse the package at the door to receive a refund. Alternatively, you may return the items, but you are responsible for return postage. Contact us for an RMA number before initiating returns.
  Cancellation of orders will incur a $20 restocking fee, with an additional $15 fee for door refusal or inability to accept/sign for delivery.
  Warranties:
  All machines from our store come with standard factory warranties.
  If you cannot find an authorized dealer to repair a machine under warranty, you can send the product back to VacuumSupplyStore for repair. However, we do not cover user-inflicted damage.
  The shipment of items back to VacuumSupplyStore must be paid for by the purchaser.
  Keep all receipts for warranty purposes.
  Important: We offer free technical support via phone and email. We do not cover labor charges incurred during installation or product troubleshooting by a third party. We honor all warranties provided by the manufacturers and through VacuumSupplyStore. Defective merchandise will be repaired or replaced, but we do not pay for in-home repairs.
  Damaged & Defective Items:
  Any items found damaged or defective upon the initial shipment must be reported within 30 days of receipt.
  Items reported as damaged or defective must be sent back for inspection before a replacement is provided. Our technicians will evaluate returned items to determine their condition.
  Products deemed as damaged or defective by our technicians will be replaced immediately. Credits or replacements are provided after the evaluation process.
  Note: Items found to be defective after 30 days from the purchase date require the consumer to cover shipping and handling to and from our facility for warranty inspection, as these items are covered by the manufacturer’s warranty.
  Missing Items:
  Customers must verify the receipt of all items when receiving their orders. Reports of missing items must be made within 30 days of receipt.
  This policy does not apply to back-ordered items and only covers orders that have been completely filled. For any damaged merchandise, report it to VacuumSupplyStore within 30 days of receipt.
  Pricing & Typo Errors:
  We offer a 100% Lowest Price Match.
  If you find a lower price for the same product, we not only match it but beat it in most cases. Contact us via email for any price matching inquiries.
  To qualify for the lowest price match guarantee, items must be in stock and sold by qualified internet dealers. This excludes items in auctions, refurbished, open box, used, or damaged condition, as well as those with rebates, coupons, or personal sale offers, among other exceptions.
  VacuumSupplyStore is dedicated to maintaining accurate product information and the lowest prices. If a product listed on our website has an incorrect price, image or incorrect information due to a typographical error, image error, we reserve the right to cancel or refuse orders for such products.
  Shipments:
  Orders typically ship within 48-72 hours of receipt. Out-of-stock items will be shipped immediately upon availability.
  Due to global supply chain issues, orders may take longer to process, and some items may be temporarily out of stock. We will keep you informed and do our best to fulfill your order within a reasonable timeframe.
  Shipments are typically made via The United States Postal Service, within the Continental U.S., unless otherwise stated.
  Orders shipped to Alaska or Hawaii may incur additional shipping charges. Our staff will contact you to provide accurate shipping costs for orders to these locations.
  If your package is returned to us due to insufficient address, you will need to purchase additional shipping and handling fee, as well provide a correct deliverable address to have your item shipped again. NO EXCEPTIONS
  Special Orders:
  Orders for items not found on our site are considered “Special Orders” and will be subject to an additional handling charge of $14.95.
  Payments:
  We accept PayPal, Stripe, MasterCard, Visa, American Express, and Discover. There are no credit card surcharges.
  **Please note that all sales are final. If you have any questions or concerns, feel free to reach out to us. We value your satisfaction and
  All sales are final.

• Initial Complaint

  Date:03/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 12/5/23 we placed an order from Vacuum Supply Store- returns for a replacement Roller Brush for Shark vacuum cleaner.Once item arrived, it was not an appropriate fit for our cleaner. Only way to communicate was via Email. I email to company stating the roller received was not a good fit us as our cleaner was an older model. Via email, the response was “we sent what you ordered”. After going back and forth,I asked for refund.I was informed how to send the product back. On 1/2/24 I packed item as instructed, sent it back via ***.per tracking ,package was received 1/3/24 @ 5:42pm. I’ve since have Email many times with on response. I’ve mail written communication. Still on RESPONSE. The charge $40.94 cleared my bank 12/7/23. I’m REQUESTING A REFUND.Requesting Refund.

• Initial Complaint

  Date:09/15/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Received wrong items. Seeking to get what I purchased, and give them the item I don't need. Have tried to email them numerously with no response. There is also no contact phone number associated with this company.

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 several items (through the company website) on Sept 2 this year. After checking my order info on their website, the purchase order still shows they are "processing" the order as of Sept 9.