Complaintsfor6pm.com

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased $1,335.31 worth of goods from 6PM.com (order number: #***-4168840-1224256). My delivery address is in a commercial area, and a signature is required to prove delivery.6PM.com's own logistics company gave a false logistics record. In fact, the delivery was false because the commercial address was closed on weekends and a signature was required for delivery. There was no (front door or porch). In addition, the logistics tracking was falsely recorded by them as a package delivered near the front door or porch.In fact, I have not received any goods so far and I sent them two emails asking them to give a signature certificate or reschedule the delivery of the goods. But they have not responded to my emails and closed my purchase account (I have had this account for many years and spent tens of thousands of dollars). Their business practices of deducting money and false delivery have made many people worried and scared.Of course, it would be best if BBB could coordinate the *** investigation (order number: #***-4168840-1224256) to prevent more consumers from being defrauded by them.

  Business response

  05/31/2024

  Hello! 

  Thank you for brining this to our attention. The order in question has been successfully delivered to the shipping address provided. I understand that this address used for business purposes. However, the address is registered as a Freight Forwarding shipper and per our Terms of Use on our 6pm.com site: "We do not ship to international locations other than U.S. Territories and Military APO/FPO addresses. If you ship items to a Freight Forwarding business, 6pm is only responsible for delivery to that business. 6pm is not responsible for any claims for damage or missing items after successful delivery to the Freight Forwarding business." *******************************************************************;

  I have requested an account audit to determine next actions. We have made the business decision to issue a full refund or $1,335.31. Please allow your financial institution to reflect this refund on your account within 2-10 business days (up to 30 days for internationally used credit cards). This would be a one time courtesy and any future claims successfully delivered to a freight forwarder would not be honored. 

  A member of our ***************************** will send email communication to you regarding the health of your account. I hope I was able to resolve this matter with a fair solution. Please let me know if there's anything else I can assist you with. 

  With Regards, 

  6pm.com

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order two pairs of shoes. I didnt get the shoes I ordered. I got two complete different pairs of shoes and 6pm is giving me a difficult time with the return. After several emails and being on hold for over 40 minutes. I am being forced to pay for the shipping on something I never ordered.

  Customer response

  04/10/2024

  6pm did issue a refund. Please close the complaint. I have learned my ****** and will no longer do business with them. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered in good faith with my **** 2 pairs of mens shoes. The Rocco ********** for $21.98 color red size 8.5 wide and ****** slide2, color black size 8.5 wide for $61.20 I received both but unfortunately they didnt fit my dads feet. I packed both pairs in the original boxes they were shipped in. I dropped off one large package at my *** store. I have the receipt and when tracked it was received back to 6PM.com on Wednesday, December 6, 2023 at 7pm. I am still waiting for my full refund . I send emails they return with no site to respond to customers and I called 3 times after ***** minutes of music playing the phone hangs up.

  Business response

  12/11/2023

  Hi ****! 

  I'm so sorry for the delay in your refund. I can see that you were able to get ahold of a 6pm.com customer service representative on 12/11/23. They issued a full refund for the return. Please allow **** business days for this to reflect with your financial institution. I hope that this resolves this matter. Please let me know if there's anything else I can assist with. Thank you!

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ***-2849327-9405066 places 9/18. Created an online account profile at time of purchase. Order confirmation email stated the item should be expected by 9/24, although there was absolutely no tracking information provided then or later. On the evening of 9/24, I attempted to log into the online account profile to get a status on the order, as it had not been received. The password I set did not work, so I went through the system's "forgot your password" process to change the password. Once successfully changed, I used the new password to log in...only to get a message that I've been locked out of the site. I attempted a live chat on their site at that point. Would not work. Tried again on 9/25. Still locked out. So, I emailed customer service to unlock my account so I could get the order status. Their reply came a day later on 9/26 stating it would take anywhere from 24 hours to "up to 1 business week from today" to unlock the account. I then requested they provide a tracking number for my order, as that is why I was trying to log in. Instead of a tracking number, I get a new separate email from the order confirmation ***** that my order was cancelled "in error by our system" and I have to log in to place the order again. I replied that I can't log in because my account is locked. Also stated it's pretty suspect the order is cancelled immediately after I asked for a tracking number. Miraculously, my account is then unlocked. I can now see my order...marked as "You've cancelled this order and will not be charged." **************** has offered ZERO explanation why I was locked out or as to why my order was cancelled. Am I really supposed to believe placing another order will work out any differently? I will not be using this site again and will tell anyone who will listen to do the same.

  Business response

  09/26/2023

  Hello Flip,

  I'm so sorry to hear about your experience with your first 6pm.com order(#***-2849327-9405066). This order was held and canceled by our Order verification system. Please see the email response from our Order Verification representative on 9/26 for further details. I can confirm that that there was no authorization or charge on this order. I can also confirm that your new order #***-7355082-8229801 has passed our verification process. The shipping charge was removed from this order and we upgraded the order to one business day shipping free. The estimated delivery date is Friday, 9/29. I hope that we were able to resolve this matter. Please reach out to our customer service department if you need further assistance. Thank you!

  With Regards, 

  6pm.com

  Customer response

  09/27/2023

   
  Complaint: 20658757
  
  I am rejecting this response because its just as generic as their other responses. I placed an order on 9/18 and it wasn't until 9/26 that I found out it had been cancelled by a mysterious "system error". Further, I only found out it was cancelled after being locked out of the account the very first time I tried to log in (9/24) to check the status.  When I requested help getting it unlocked, I was told it could take up to a week...just because I changed the password? So, I asked for a tracking # for the order in the meantime. Within minutes I got a reply email saying the order had been cancelled. No previous correspondence regarding this & no way for me to have discovered it on my own. None of this makes any sense and the responses from the business has been purposely vague and don't explain anything. This response mentions "further details" from a 9/26 email - see attached, there are no further details. They just blame it all on a mysterious "system error" with no explanation why, or why I wasn't notified, or why I was locked out of the account. Sure, they credited my account $3.95 to cover shipping costs for a new order...although I'm nearly certain the original order had free shipping...again, no way for me to verify that because of their "system error" I could never see the order status.

  I know this is not a big deal in any way - its a $30 jacket we're talking about here. I'm also not looking for any kind of compensation. I just don't accept this response because its a brush-off and the company will continue to inconvenience customers through poor business practices and unreliable systems. Own the mistakes and stop blaming the "system error" without doing something about it.

  No response needed.
  
  Sincerely,
  
  Flip Bennet

  Business response

  09/27/2023

  Hello BBB,

  The customer's initial order was held by our system's of Security Review, and canceled. This is to protect customer from potential fraudulent orders. We can not discuss details of our security business practices with our customers. Based on our Terms of Use agreement: "6pm reserves the right to refuse service, terminate accounts, terminate your rights to use 6pm Services, remove or edit content, or cancel orders in its sole discretion." *******************************************************;

  I've attempted to rectify this situation to the best of my abilities. Please let me know if you have any additional questions. Thank you!

  With Regards, 

  ************** 6pm.com

  Business response

  09/27/2023

  Hello BBB,
  
  The customer's initial order was held by our system's of Security Review, and canceled. This is to protect customer from potential fraudulent orders. We can not discuss details of our security business practices with our customers. Based on our Terms of Use agreement: "6pm reserves the right to refuse service, terminate accounts, terminate your rights to use 6pm Services, remove or edit content, or cancel orders in its sole discretion." *******************************************************;
  
  I've attempted to rectify this situation to the best of my abilities. Please let me know if you have any additional questions. Thank you!
  
  With Regards, 
  
  ************** 6pm.com

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered sandals order #***-7792784-5477049. They were obviously either not first quality or were damaged. 6pm gave me a full refund and told me to discard or donate the shoes. That was fine.I just received sandals on order #***-6130311-1032258. The soles were dirty and sticky substance on them. I contacted 6pm to ask for a refund (same situation as above). What they offered instead was a $10 refund out of $74 total paid.6pm says that their items are first quality and not previously used. Since the recently received sandals soles were dirty, they had obviously been worn. I understand that buying from a discount site can be risky, but I still expect to receive unused items as that is what 6pm claims.I would like the BBB to ask 6pm to refund me the remaining $64.21 I paid for these sandals. These were not problems caused by me -- They were caused by 6pm, and I expect them to fix problems they cause.

  Business response

  09/26/2023

  Hi *****,

  I'm so sorry that you received damaged items from 6pm.com. More importantly, I'm sorry that we weren't able to resolve this issue when you contacted our customer service department. Typically, we do ask customers to return the item before processing a refund. In your case since this was a mistake on our part, our customer service representative should have issues a refund and provide a prepaid *** return label to return the item. I was able to have a 6pm supervisor issue a full refund for order 113-6130311-1032258. You will receive an email with the details of this refund and notification that you can dispose or donate the item. Please not that this is not a common practice, and was offered on the first order as a courtesy. If there are any issues in the future, we may ask you to return the item in order to receive a full refund. I hope tat this solution will resolve this matter. Please accept my sincerest apology and I hope you have a great rest of your day. 

  With Regards,

  6pm.com

  Customer response

  09/27/2023

   
  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 wish that they had resolved the problem earlier, without all the additional hassle.  Reflects badly on 6pm as a company.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i placed an order for 2 items (Order Number: 114-7757648-9789014) on January 13, 2023, with an anticipated arrival date of January 21, 2023. there was no update on the tracking provided; it just says "Submitted" each time you check. when you try to use the company's chat feature, no one logs on to help. i reached out via email to ask for an update on January 24 and 25 with no response. i then call and the person i spoke to said it looked like the shipment was being consolidated and they were trying to ship it at the same time, and i should see an update soon. a few days go by, no update. i reached out again today on Jan 27 and finally receive an email saying due to a "glitch" in their system, i have to cancel the order and re-purchase the order from them again in order for them to fulfill it for me. i ask the person if that means i risk the products being sold out if i try again. they assured me no, they should be able to fulfil the order and they will do so. i did so as instructed but, surprise, the products are no longer available--as I expected. this company just takes orders as quickly as possible with the hopes they will fulfill it from other vendors, but you're out of luck if they suddenly realize they don't have the product. this is a dishonest, irresponsible business which does not deserve your time or money. i have basically waited 15 days for them to finally tell me sorry--we don't have the items we said we had when you ordered, and all that stuff we told you over the phone was not true. do not give this company your business.

  Business response

  02/08/2023

  Hello *****, 

  I'm so sorry for the negative experience you encountered with your recent 6pm.com purchase. I've had a chance to review your account and I would like to provide you with some details. 

  You successfully placed an order for two items on Friday, January 13. The order was held by our systems for order verification. As scene in recent news, our parent company Zappos.com experienced a reduction in workforce that had a tinkle down effect. During this week, while attempting release your order for fulfilment, our systems were not generating the desired outcome. With limited communication, the ***************************** advised our ******** Service Agent to cancel the original order and process a replacement order. However, the items had became unavailable and we were unable to process that replacement order. I'm terribly sorry for this situation. 

  I can confirm that this is a rare situation, and in no way am I trying to make excuses here. Although the items are currently unavailable for purchase, I've issues a $20 off coupon to your 6pm.com account for the loss of service. The coupon will automatically be applied to your order upon check out and its valid for 90 days.  I hope you will give us a second change to make things right. You can contact our customer service team here: ********************************************************* you for your feedback. 

  With Regards,

  6pm.com 

  Customer response

  02/10/2023

   
  Complaint: 18897007
  
  I am rejecting this response because: the solution presented does nothing to hold themselves accountable for unfair and dishonest business practices, and makes no effort to correct their systems (or lack thereof) in place. instead, the solution seems to ignore all the issues that led to this moment of frustration, and to try and appease with discounts for purchases that still help this business establish a growing monopoly. do better. (i do not have any ill-will with the customer service folks or the offer/response either--these people have to deal with the unfortunate fallout of how this corporation models itself, and are just doing their job with the limited avenues they can use to take care of the situation.) the corporation as a whole needs to make some corrections for the better.
  
  Sincerely,
  
  *****************

  Business response

  02/24/2023

  Hi *****,

  I'm sorry that we're unable to resolve your matter. We've been working on our systems and processes to make improvements, in hopes that this wont happen again. We would like for you to give us a second chance. Is there anything we can do to resolve this situation?

  With Regards,

  6pm.com

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is an entirely corrupt company. I placed an order on Amazon.com. Order: 113-4295072-7957023. The descriptions of the three items are COMPLETELY INCORRECT. AND I HAVE PROOF OF THIS, BECAUSE THIS SHADY, CROOKED COMPANY ADMITTED TO IT VIA THE MESSAGING SYSTEM ON AMAZON. However, this dishonest company has REFUSED to take responsibility for its own mistakes and instead is forcing me to go through the horrendously difficult Amazon returns process, because they FALSELY ALLEG that, because Amazon shipped the 3 items, they supposedly "can't" do anything to help. THIS IS A LIE & PATHETICALLY FALSE EXCUSE!This company CAN in fact process a full refund on Amazon. After all, THIS company is responsible for the incorrect descriptions on Amazon. This company makes incorrect descriptions, gladly takes our money when we order the items based upon the descriptions (Wow! 6 PM CAN TAKE the money, even though Amazon ships the items, but it "cannot" refund the money). If my money, in full, is not refunded ASAP, I'm calling my bank & filing a FRAUD charge & getting my refund, that way then. And if I have to do it that way, then I WILL FLOOD THE INTERNET WITH POSTS ABOUT THE UNETHICAL PRACTICES, THEFT, FRAUD COMMITTED BY 6 ******** EMPLOYEES AGAINST CUSTOMERS, on sites including but not limited to: rip off report dot com, who scammed you dot com, ****** consumer dot com and, lets not forget: Tiktok.I will have 25 other **************** do the same.I will have 6 PM cancelled for the ****** thefts, unethical business practices it commits. I will also report 6 PM to the Federal Trade Commission.Of course, being that 6 PM is a corrupt business, it doesn't care. That's fine. There have been many that have not cared--That is, until they were exposed and then ENDED for good.

  Business response

  01/27/2023

  Hello *****, 

  I'm so sorry that you received incorrect items and that you're having a difficult time receiving a resolution. Unfortunately, it appears the order number provided is for an order placed on Amazon's website, and I am unable to access it. These specific orders are sold by us here at 6pm.com, but managed and fulfilled by Amazon. This means that Amazon manages every aspect of these orders including shipping, returns, and refunds. However, not to worry! We have a special team dedicated to assist with these orders. I found transcripts of contact with two of our associates through the amazon communication tool on January 21, 2023.

  Our representatives were able to offer the following solutions. First and for most, on January 21, we were able to issue a full refund of $135.51 back to the credit/debit card that was used on the order. Please allow **** business days for your card provider to post the credit to your account, or up to 30 business days for international credit card transactions. Since we do not want to inconvenience you further by reaching out to Amazon, we ask that you keep or donate the items that we refunded. In addition to this, we were able to send communication to amazon to have the inventory checked for accuracy and that they update the product descriptions and images with correct content. 

  I hope that you find these actions satisfactory. I sincerely apologize for this experience. Please take care and I hope you have a great rest of your day. 

  With Regards,

  6pm.com

  Customer response

  01/30/2023

   
  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.
  
  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order # #***-6717945-4099469, placed December 31, 2022.Order delivered on January 9, 2023. Box in POOR condition, NO tape on end of box nor across middle of box. Contacted 6pm chat, spoke with ****************************** refused to accept pictures of the package. Also, ******* was asked to refund the $3.95 shipping fee and refused. Need to add that *******'s customer service was poor as welll in chat.

  Business response

  01/11/2023

  Hello ***********, 

  I'm so sorry for the way in which you received your order. In addition to this, I apologize for the poor customer service you received and the time you've spent trying to rectify this matter. I noticed that we issued a refund of $3.95 back to the original method of payment on January 9th. I've also reached out to our customer service team to issue a refund of $41.24 for the item you received. This was processed on 1/11/23.  You do not have to return the item as a token of our apology. Please allow **** business days to have this reflected with your financial institution. 

  I also understand your concern with wanting to provide feedback to our fulfilment center and provide images of the way you received the item. Unfortunately, our systems prevent us from opening any external attachments for security. However, we do take your word for this and I hope the aforementioned solution is satisfactory.  

  Lastly, you also wanted feedback provided for our customer service representatives that you interacted with on 1/9/23. Our **************** leadership team will be reviewing all chat transcripts from 1/9/23 and provide necessary actions.

  Again I apologize for this not providing the best customer service experience. I hope this will resolve the matter. Have a wonderful day. Thank you!

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

  6pm.com

  Customer response

  01/12/2023

   
  Complaint: 18712835
  
  I am rejecting this response because: the company needs to find a better way to accept pictures of the box from the customer.  Im sure that you probably want people to fax pictures to you which is so 1990's. This is the reason why Im rejecting this, because you refuse to take customers word nor did you offer to find any way to improve this process or suggest it to your senior management. ALL of the reps on your chat **** and sitck up for earch other/ 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a pair of shoes, which were represented as new, but which arrived damaged. There are two prominent scratches on the left shoe. Called 6pm.com's customer service and was told that I would have to pay return shipping, even thought the shoes were sent to me in damaged condition.The shoes were $96.00 + $3.95 shipping + $7.50 sales tax = $107.45 total charged to my credit card. The amount refunded to my credit card was $103.20 (it is unknown to me why they refused to refund the full amount since the shoes were damaged). Plus, I had to pay $22 to ship them back via **** In total, I am out $26.25 plus my time to return shoes that 6pm.com sent to me in damaged condition.

  Business response

  11/08/2022

  Hello *******, 

  I'm so sorry that you received a defective item and didn't receive a proper resolution from our **************** representative. I was able to locate your order and I would like to provide you with the following details.

  You were able to Live Chat with our customer service representative on Friday November 4th. We issued a refund of $103.20. This excluded the shipping fee of $3.95, which should have been included in the refund totaling $107.45. When you processed the return prior to contacting our **************** department, it generated a non-prepaid label. However, when you contacted us via live chat that day, It looks like we did provide you with 2 different prepaid *** return labels. I'm sorry that this was missed and you had to pay for return shipping.  

  A member of our customer service department will be contacting you to provide the following refunds: 

  Shipping fee =  $3.95 + $.30 tax = $4.25
  *** Return = $22

  Our sincerest apologies for the condition of the item you received and the miscommunication during the return process. I hope you'll give us another chance.Thank you for your feedback: https://www.6pm.com/contact-us

  With Regards,

  6pm.com

  Customer response

  11/10/2022

   
  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 **** will add that a detail of their response is, however, incorrect. Their customer service representative issued the return label, which I then viewed while online with them, noting that it said postage was required. I asked why I would have to pay return shipping for damaged goods, and the representative said it is 6pm.com policy.

  I appreciate your help in getting a resolution that is acceptable to me. I believe I would have been unable to do so without your assistance.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 30, 2022, i ordered a free people sweater from 6pm. Those familiar with the brand know that it is very recognizable in quality, materials, tags etc. When I received the item, it was not at all what i ordered - it was frankly, a piece of cheap garbage that looked like it was from some discount chain. I had obviously been a victim of a bait and switch which is a truly horrible feeling. When i contacted customer service they were completely unapologetic and supposedly scheduled a *** pickup for "today or the day after" between 8 am and 8 pm - essentially requiring me to be held hostage at my home for *** to pick up this fraudulent item. This company is completely untrustworthy and has horrible customer service. I will NEVER use ******************** or any of its affiliates ever again and will make sure to tell everyone i know how shady their business practices are.

  Business response

  10/04/2022

  Hello *****, 

  I'm sorry for the condition in which you received your item. We are more than willing to make this right and provide a fair resolution. We will issue a refund right away. Expect to see the funds on the payment method that you used for this purchase. You should see the refund post within **** business days, depending on your financial institution.

  I terribly sorry about how you feel about our *** pick up courtesy. We see that the request was made on 10/3, so *** will attempt the first delivery on 10/4. Which is the date after you filed this complaint. We will send you a prepaid *** label that you can print out and put on a return shipping box. You can drop the return off at any authorized *** store in your area at your earliest convenience. Please keep in mind that we we do not receive this return item within 14 business days, you will be charged for the item. 

  Once again, I'm so sorry for the experience you had with 6pm.com. I hope that you will give us a second chance. 

  With Regards,

  6pm.com

*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. ↩