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:02/11/2025

  Type:Order 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.

  Changed my mind on an item I found on their website. They allowed returns within a 30day window and return policy stated that we needed to email them for the return label. They responded once to ask for my preferred refund method, which is odd because you have to select that when you request a refund through their website. I have not heard from them since. I think it's odd to not automatically send a return label when the request is made and also ask for redundant info.

• Initial Complaint

  Date:02/04/2025

  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.

  12/8/24, I placed an order (#********) with HSA Store using my flex spending account. 12/13/24 upon receipt of item, realizing it was not what I needed. I proceeded with processing the return item and indicated that I wanted a refund back to the flex spending account. On 12/26/24, I got an email saying they have received my return item & that $65.69 store credit has been issued. Called HSA on 12/27/24 that I did not want store credit. Was told it would take 3-5 days for refund processing. On 1/10/25, still no refund, called HSA store. Again, was told would take 3-5 days for refund processing. On 1/29/25, still no refund. Called HSA store to speak with a supervisor & spoke with ******, who told me refund was unable to be processed because my card had expired. Asked what my options were. This is what ****** said - *** can only issue refund back to same card, but my card has expired. They are unable to issue a refund to a new card even though it is linked to the same account. They are unable to write me a check due to compliance issues. Now the problem falls on the customer even though it is their fault. Only thing she could offer me for my "inconvenience" was store credit + extra store credit. Told her I was not interested. I just need a refund back to my flex spending account which has a 60 day ***** period rollover and I can use that toward future purchases. Finally, she agreed to get in touch with American Fidelity to see if they will make an exception re: issuing a refund. She agreed to f/u w/me once she hears back from them. On 1/31/25, nothing from ****** or HSA. Called HSA, ****** was not in. Asked to speak with supervisor ****. He took down more info and agreed to have ****** call me. ****** called me back several hours later, but lied saying she has not heard back from American Fidelity. I had called American Fidelity myself 2x that day re: my case and they have no record of anyone from HSA store calling them. *** has lost all credibility.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair 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.

  My card was used fraudulently at their store. I would like to get the shipping details of the person who used my card and will eventually receive the item from their store but they wont proviide the information.

• Initial Complaint

  Date:03/11/2024

  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 ordered a Nanit travel case from HSA and in the listing it implied that it came with the small attachments needed to travel with the Nanit camera. I have followed their return policy requesting a return and mailing label for over a month and have not gotten a response. Order #********.

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by HSA Store Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:01/08/2024

  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.

  on 12/29/23 I attempted to place an order for stuff on the HSAstore.com website, at checkout I was told I did not have enough funds, they asked to add another credit card, I decided to close out the website as I was not doing that. I received an email that my order was on hold. On 1/4/24 I decided to go back to the online store and purchase one of the items since I had verified, I had monies available. I attempted the purchase, and I was again told I didn't have enough funds to add a different payment. This made me suspicious. I went to my HSA bank website and called them and was informed that the 12/29 purchase was paid $186.39. I called the company after they first rep hung up on me, I spoke to someone who stated she cannot refund with out a order number. I provided the order numbers on emails I was sent, and she stated she will refund, but how can you refund monies for something I was not sold. ******* was clueless and I quickly realized this company is sketchy. I cancelled my HSA card, and I filed a claim with my HSA as I don't think that money will be reimbursed. I trusted them because it had the BBB icon but I realized the scams are getting more high tech. Please do something about these people.

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding HSA Store Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/01/2023

  Type:Sales and Advertising 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.

  While I was shopping on the HSA Store website, I was on the page to buy an item and the Adventure Medical Kits Trauma pack was shown at the bottom in the Frequently Bought Together section, and had a special price of $21.74. (screenshot attached)When I added it to cart, it didn't reflect the advertised price. I worked with an agent through chat to try to resolve it, but was unsuccessful.I'm worried that this is just a deceptive bait and switch practice that they do regularly.

• Initial Complaint

  Date:05/22/2023

  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.

  I purchased over $600 of items from this store. They claim to have shipped my items and provided ***** with the address that I entered. The information from ***** is that they have received the incorrect address and cannot ship my item. They blocked answering my calls unless I dial *67. It has been 2 weeks and nothing has been taken care of and no inquiries responded to

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by HSA Store Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair 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 placed an order 4/25/23. Order number ********. The ***** quickly changed to getting ready to ship. Then nothing happened for several days. I then contacted an agent via chat. I was told they were just waiting for the carrier to pick up the order. I waited several more days and nothing had changed. I contacted them again via chat. This time I was told the item was out of stock and backorder with no estimated date of restocking. I asked that the order be cancelled and refunded. I was told this would happen in 2 to 5 days. Over 5 days later nothing has happened. I AGAIN contacted them. I was told that the order was cancelled and tgat I should receive an email confirming that the refund had been processed. I have not received anything. So now, I'm out money and no product.

• Initial Complaint

  Date:01/18/2023

  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.

  I placed an $700 order and for two weeks I kept contacting customer service regarding the status of my order never changing for two weeks and I asked again and again why I never received an order confirmation email and it wasnt showing up on my dashboard. I was given the same excuse again and again that they were too busy and that confirmation emails only happen once it ships. Well I placed another order, got an email confirmation, it shipped before the first order did. It already was delivered and yet my first order is in limbo. Even requesting to cancel two time with an agent I was told they would refund it. Nothing happened. Terrible experience trying to get this resolved.

  Customer Answer

  Date: 01/18/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/06/2022

  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.

  Vibrathotics: $99.95+ tax Received this item and upon opening realized they are not what I expected. I put them back in the box and tried to send email to ********************************** which is email address provided for returns. Well, this address doesnt exist.I called on 5/24/22 at 10:25 am and spoke with *******. He said they would send me email to get return label. I never received it so I called again on 5/28/22 and spoke with ******* He said it would be no problem getting store credit and to expect return label in the next couple of days. A few days later I received an email saying that I couldnt return the item because it was opened. Keep in mind that the item is packaged like the way tennis shoes are packaged so the packaging and item are still in sellable condition!

  Business Response

  Date: 06/07/2022

  Hi *****, 
  
  Thanks for this feedback and we're so sorry about this experience, as this is not at all the impression we want to leave you with! We've escalated this to our CS Manager who will reach out to you today via email with more info on how we're going to make this right for you. If you need any immediate help, give us a call anytime at **************!