ComplaintsforLowbrow Customs, LLC

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a wiring harness from this company never open the package ended up needing to return it right away I was given a shipping label to drop the package off at USPS with the shipping label.. I contacted the company a week later to see if my package has arrived they said it has not and they have argued with me about every question I had about my return they even went as far as saying I was trying to work the system every message I received from this company was very unprofessional I’m still waiting on my return the item was mailed back on the 29th with The same tracking number

  

  Business response

  02/07/2024

  This buyer did place an order with us on Wednesday January 17th, 2024 at 1:46 PM EST for one electrical wiring harness paying a total of $231.32 for the item and sales tax. He received free shipping from Lowbrow as the order value was above our free shipping level. We shipped the package the very same day at 2:41 PM EST via USPS on tracking # **********************.
  The package was confirmed delivered to the customer on Monday January 22nd. The customer reached out via phone indicating he wanted to initiate a return. Since the item is an electrical item excluded from returns per our policy, our lead customer service lead generated a ticket through our support system and emailed the customer indicating that we'd need to be supplied with a photograph of the item showing it was unused/uninstalled prior to a return being authorized. 

  This starts the documented interaction with this customer.
  1/25 9:41 AM EST Lowbrow Customer Service;  Hey there Xxxxxx, Thanks for reaching out.
  We offer simplistic returns/refunds, no swaps or exchanges. You are able to place an order for the correct item/size at your convenience.
  Per our return policy, located in the FAQ's section, on our website it states:
  We accept returns only on new and unused merchandise. If a product has been installed or damaged the refund policy will not apply. There are no returns on carburetors, electrical items, made-to-order items (such as magnetos), full frames and hard tails unless there's a manufacturer's defect.
  **Please share photos of the electrical items you wish to return, showing they have not been installed or modified in any way, and I will consider them for a return.
  Thanks in advance,
  
  1/25 11:22 AM EST Customer reply; Everything is brand new in the package I have not even open the box that was shipped to me do you want me to open it and send you a picture or do you want me to take a picture of the box the package has never been opened
  
  1/25 11:26 AM EST - Lowbrow reply; Hey there Xxxxxx, A picture of the unopened box would be great!
  
  1/25 11:47 AM EST - Customer supplied two pictures of the unopened carton.
  
  1/25 11:57 AM EST - Lowbrow reply; Hey there Xxxxxx,
  Thanks for the photo I requested. 
  Because the item you requested to return is an electrical item, normally excluded from returns, I have set up the return on my end. You should be receiving a separate email with a summary of the return. Please note, return shipping is the customer's responsibility. You are able to utilize whichever carrier you prefer.
  Once processed, refunds (within 30 days) will be returned to the original form of payment, (past 30 but within 90 days) will be refunded as store credit (gift card code) via email.
  Below is our standard return information:
  Please do not send this item back if it has been installed or is not in brand new, sellable condition. If the returned item is not in new condition then we will not accept the return, as we cannot add it back to our shelves for sale.
  Packaging the Return:
  1. Package item to be returned inside another box, the same way it was shipped to you
  2. Include anything it came with (instructions, packaging material etc.)
  Shipping the Return:
  1. Within 14 days of initiating your return please ship it to: Lowbrow Customs, **** ********** ******** ********** **** *****
  2. Return shipping is the customer's responsibility, and Lowbrow is not responsible for shipments lost in transit, or damaged on their way back to us!
  3. We will review and process your return, which we do on a weekly basis.
  Thanks in advance, if you have any questions please let us know!
  
  With the approval of the return, it's noted twice that the customer is responsible for return shipping, once in the opening paragraph " You should be receiving a separate email with a summary of the return. Please note, return shipping is the customer's responsibility. You are able to utilize whichever carrier you prefer." and again in bullet point #2 under Shipping the Return " 2. Return shipping is the customer's responsibility, and Lowbrow is not responsible for shipments lost in transit, or damaged on their way back to us!" As seen n the screenshot, the text "return shipping is the customers responsibility" is underlined.
  
  On Tuesday January 30th we received a reply from the customer
  1/30 2:40 PM EST - Customer reply; How long until I see the money back on my card the product was mailed back on Friday
  1/302:47 PM EST - Lowbrow reply; Hey there Xxxxxx, Thanks for reaching out.
  If your tracking shows it was delivered then I'm sure our shipping/receiving department has it. We inspect, process and issue refunds weekly. Occasionally we do experience carrier delays, especially around holidays or poor weather.
  You'll receive an email regarding your refund as soon as the refund has been processed and issued.
  Thank you for your patience and have a great start to your week!
  
  Customer was not heard from again until Saturday, which isn't an operational day for us
  2/3 10:52 PM EST - Customer reply; I returned the product I still haven’t received my refund I looked at the tracking number and it’s not showing that I mailed it off is there anyway you can look into this for me?
  2/3 10:54 PM EST - Customer reply; It says you guys received it back I have not received my refund yet
  
  On Monday, our first day open for business since Friday, I reviewed the open ticket and left an internal note on the ticket that as of the end of the day on Friday we were caught up to date on any return packages that had arrived prior to the weekend.
  2/5 8:41 AM EST - Lowbrow Internal note; Xxxxx was caught up as of Friday mid-day, so not sure when it arrived.
  2/5 10:30 AM EST - Lowbrow reply to customer; Hey there Xxxxxx, Thanks for reaching out.
  My receiving department has not received a package. Please contact the carrier you chose to ship this return with, you may need to file a claim with them.
  Have a great start to your week!
  
  2/5 11:06 AM EST - Customer reply; Check the tracking number it says it was delivered back at your location it was the same tracking number used for the return
  2/5 11:07 AM EST - Customer reply; I’ll go down to usps today and check When I check the tracking number it says it was dropped off at your location already
  
  Since the customer is responsible for return shipping, Lowbrow didn't have the tracking the customer stated that was showing as delivered back to our Brunswick facility. I checked the original tracking number on the USPS website and it again showed a confirmed delivery on Tuesday January 22nd, but now showed a Return To Sender being initiated on Saturday, January 27th at 3:00 PM at the local postal facility to the customer. On Monday, January 29th, USPS had moved the package to Pismo Beach, CA and the package status showed "Return to Sender Processed" and then "Addressee Unknown" at the same Pismo Beach postal hub. At this point I suspected what the customer had done and asked our customer service rep to reach out and obtain the new tracking number issued by USPS when the customer went to the post office on Saturday and paid for the item to be shipped back. 
  2/5 11:56 AM EST - Lowbrow reply; Hey there Xxxxxx, Please provide the NEW tracking number you were given, by the carrier, when you initiated the return. Thanks in advance!
  
  We ceased daily operations at 4:30 PM EST and the following replies from the customer were all received after hours for Lowbrow.
  2/5 5:02 PM EST - Customer reply; a screenshot of the original tracking number used when we shipped to the customer on 1/17 was sent to us. Tracking # ********************** with a current status of Your item was returned to the sender on January 29, 2024 at 11:41 am in PISMO BEACH, CA 93449 because the addressee was not known at the delivery address noted on the package. 
  
  This translates to the customer being untruthful with the postal clerk when they arrived with their package at the post office on Saturday January 27th. The addressee (the customer) was known, and the package was addressed correctly to the customer who placed the order. The customer was attempting to avoid paying the return shipping cost they were responsible for as we communicated to them on January 25th in our approval of the return.
  
  2/5 5:07 PM EST - Customer reply; This is My tracking number It has been delivered at the post office I was informed by the post office that I should be able to get my refund because it is now out of my hands
  2/5 5:08 PM EST - Customer reply; The customer emailed us a cellphone picture of the printed USPS tracking status page.
  2/5 5:09 PM EST - Customer reply; customer sent screenshot of the USPS tracking which hadn't been updated since we had checked earlier in the day. Current status was shown as Return To Sender Processed, Addressee Unknown and the package was in Pismo Beach, CA
  
  On Tuesday morning, February 6th, prior to our arrival for business hours, a reply was received from the customer.
  2/6 12:22 AM EST - Customer reply; OK this is the exact tracking number I was given and this is the exact information behind it I’m willing to wait a little bit longer if needed but I did my part the rest is on the post office and I was informed by the post office if I do not receive my refund within a timely fashion to contact the Better Business Bureau
  2/6 8:45 AM EST - Lowbrow reply; Hey there Xxxxxx, Thanks for reaching out.
  According to the information you've shared, this is not a new tracking number. The tracking number, #**********************, is the same as it was when it left our facility on January 17th. As you noted in your last response, this IS on the post office as we have nothing to do with the way the carrier handled this return. Any complaints should be with USPS who took your money/package and didn't supply you with a NEW tracking number and then attempted to deflect responsibility. Since you purportedly paid the return postage, you're able to file a claim with USPS (see link below) since it appears the package is not actually moving through their system. ************************************* 
  Please keep me in the loop as I want to know you received your order or that the carrier compensated you, in some way, for their negligence.
  2/6 11:43 AM EST - Customer reply; I’ve been down to the usps place several times the tracking number never changed it is the same tracking number… I guess I have to spend the day contacting the Better Business Bureau why don’t you contact UPS and figure it out I did my part by  dropping it off with your return label
  2/6 11:45 AM EST - Customer reply; I was actually informed to contact the Better Business Bureau by the people at the post office they said there’s no reason since it’s been mailed off I haven’t received my refund especially with pictures sent.
  
  At this point, we knew what the customer had done with being untruthful and misrepresenting the return with USPS, which is why the postal service was suggesting that he contact the BBB because they hadn't been told the truth when the package was dropped off. 
  
  2/6 12:19 PM EST - Customer reply; OK I just spent more of my morning down at the post office the tracking number has not changed check the tracking number they mailed it out on the 29th this will be the last time I buy anything from your company
  2/6 12:19 PM EST - Customer reply; The tracking number didn’t change considering I never open the package and we sent it back
  2/6 12:59 PM EST - Lowbrow reply; Hey there Xxxxxx,
  What you are admitting to, is you never paid for a return shipping label with a new tracking number. The package was confirmed delivered to you on January 22nd, and you returned to the post office five days later and convinced them to initiate a return to sender process, which they should not have done, but this is an issue between you and the postal service.
  In the return instructions I sent to you, after I OK'd this electrical return, to which you responded, it states: Please note, return shipping is the customer's responsibility. You are able to utilize whichever carrier you prefer.
  It appears you simply 'returned to sender' the package, which will now incur a 'RTS' fee up to $35 since you chose not to follow the return instructions, and that is if the package is ever delivered back to Lowbrow. It also appears that the package is bouncing back and forth within the USPS carrier system. If the package is deemed 'lost', it is the carrier's fault, not ours.
  If you had purchased a return label, as instructed, then you would have a NEW tracking number and you could file a claim with the carrier, if in fact it was deemed lost.
  Until we have physically received the package we cannot process the return or issue a refund. This is simply how return systems work. Once the package is physically received back at our facility, we will be happy to process the return and initiate the refund. You should continue to work with the postal service to locate your package and ensure it's either returned to you, or ultimately delivered to Lowbrow. That the postal service continues to urge you to contact the BBB is just deflecting from what is their responsibility. They accepted a package five days after delivery and apparently didn't understand that it wasn't a true RTS return, but a return of a product that you ordered in error, that the package was unopened shouldn't have been a factor, but somehow it was allowed. Again this is an issue between you and the postal service. By all means, if you incorrectly feel that any of this is Lowbrow's responsibility, please contact the BBB. We're just trying to save you some time and frustration because until the package is back in our possession, USPS is the responsible party. Thanks for understanding and have a great week!
  2/6 1:08 PM EST - Customer reply; I’m not Gonna waste my rime  arguing the facts with you I use your return label ..dropped it off at the post office and they sent it back I’m gonna wait a few more days for you to receive the package since the post office said it is in route to you guys.. if I don’t receive my refund I’ll move on to further action
  2/6 1:09 PM EST - Customer reply; If you look at the tracking number I provided it says it is on the way to you guys return to sender so I don’t know what is so hard to understand about that  
  
  We understood perfectly fine, it was this customer who didn't understand that a return label was neither offered or provided. He was responsible for the return shipping cost and could use a carrier of his choice.
  2/6 1:28 PM EST - Lowbrow reply; The label/tracking on the package was the original label/tracking that WE used to ship this package to you. Just like a tattoo, trying to cheat the system can ultimately end up as a permanent mistake. Hoping the carrier locates and delivers this package one way or another.
  
  2/6 2:07 PM EST - Customer reply; I dropped it off with your return label I’m not supposed to pay for shipping.. according to the tracking number it is on its way to you that is all I can tell you I guess we’ll see what happens
  2/6 2:19 PM EST - Lowbrow reply;  Xxxxxx, we didn't issue you a return label, that's what the issue is. You somehow convinced the postal service that it was a Return to sender package five days after it was delivered. You were supposed to pay for shipping, that's the return process. The customer is responsible for return shipping, we don't provide return labels at Lowbrow cost in returns. If the package arrives back here, there will be return postage as well as a refusal fee, which will be deducted from your refund amount. Until the package physically arrives back at Lowbrow, nothing further is needed. Thanks, and enjoy the rest of your week 
  
  All of the communication to this point had been done via email. As we were replying to the email, the customer reached out via Instagram messenger
  2/6 2:15 PM EST - Customer via Instagram; How’s it going I’m talking to one of your people over email everybody in my family follows you and my coworkers :) ?? I mailed a package back with a return label that I was given and I’m not getting too much positive feedback over emails I’m sure the package will arrive to you within a couple days ?
  2/6 2:17 PM EST - Customer via Instagram; All my coworkers and family follow you on Instagram I’ve been a huge fan of your products and Watch your videos and I did not expect this kind of feedback?
  2/6 2:23 PM EST - Lowbrow reply via Instagram; All we ever asked was that you follow the returns policy as all that information was sent to you prior to the return. You weren't given a return label, as we've explained in our several of the responses via email. You misrepresented the Return To Sender process with the postal service, and will have to wait until the package is physically received at Lowbrow before anything is done.
  2/6 2:24 PM EST - Customer reply via Instagram; OK thanks for getting back to me?
  2/6 2:27 PM EST - Customer reply via Instagram; It’s cool that you guys are a company that answers your Instagram and emails thank you ?? if I have to pay for shipping no Problem sorry for misunderstanding?
  
  At the same time, the customer was still communicating with us via email
  2/6 2:21 PM EST - customer via email; Honestly all my family and friends follow you on Instagram I love watching all your YouTube videos I am a huge fan I did not expect this kind of feedback i’ve been down to the post office they did not give a receipt to my wife which was the one who dropped it off while I was at work i’m sure when it arrives in the mail you will do what’s right
  2/6 2:30 PM EST - Customer reply via email; Thank you I understand I would’ve paid for shipping she dropped it off it was a misunderstanding I hope it arrives let me know when it does thank you
  2/6 2:30 PM EST - Lowbrow reply via email; Absolutely we'll do what is right, once the package arrives back to us, which we've now stated several times. Until that happens, nothing further can be done from our end. If the package never arrives to Lowbrow, you'll have to deal with the postal service for any type of reimbursement. hopefully the postal service is able to locate and complete delivery.
  It would be my suggestion that you start dealing directly with the Pismo Beach postal hub as they seem to have the package since the 29th of January.
  
  This was our last communication with the customer. We believed that based on his last few responses that he realized his error with misrepresenting the return with the carrier and as we'd always stated, a refund would be offered once the package arrived back to us. We will not issue a refund for product not received as it's not Lowbrow property and with the postal service, that package may not arrive at all. We are unsure of how the package was marked. It has been sitting at the Pismo Beach, California postal facility since January 29th, and now 8 days later it hasn't moved. We went out of our way to accommodate a return from the customer for an item that we exclude from returns normally. The customer "owns" that package until it's delivered to Lowbrow, or he is able to retreive it from USPS. This is entirely on the customer and their responsibility to deal with the carrier for resolution regarding the delivery of the package. 
  
  I have attached screenshots of all of our interactions with the customer. If his complaint was received at the BBB after 2:30 PM EST on Tuesday February 6th, then once again, the customer is being untruthful with the context of his complaint. He had all the information prior to this time and even agreed that it was his fault saying "Thank you I understand I would’ve paid for shipping she dropped it off it was a misunderstanding I hope it arrives let me know when it does thank you" 
  
  

  

  Business response

  02/12/2024

  Package was delivered back to Lowbrow Customs on Thursday February 8th (USPS tracking confirms this) Package was marked by USPS as RTS (Return To Sender) and labeled "Return To Sender - Attempted - Not Known - Unable To Forward - Return To Sender" (attached picture of the carton as received)  Again proving that the customer was untruthful with the postal service on the reason for the return to avoid the shipping fee that they were responsible for. 

  Refund initiated for the product cost less the return shipping and refusal fee that Lowbrow paid, which is more than what the customer would have paid if they did the right thing and didn't try to work the system.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  getting flooded with spam email i did not sign up for

  

  Business response

  01/30/2024

  We don't think we're above the CAN-SPAM ACT. The order by this customer was placed directly on our website, and PayPal was used as the payment method. Payment method has no bearing on anything to do with what emails may be sent out.  In order to place an order with us, the buyer must create a customer account, which this buyer did on November 27th, 2023 and opted into email marketing at that time (BBB_02 file) Since we are a ecommerce company, an email address is required to place an order. This customer would have received an order confirmation, shipping confirmation, and delivery confirmation regardless of opting into the email marketing. With our email marketing, every email contains a link to unsubscribe at the bottom. We don't sell or share any customer email addresses whether the customer has opted into marketing or not. We generate and send our own marketing information, which would only come from mailing@ and can be opted out of by clicking the link at the bottom of any of the marketing emails. The confirmation emails do not have this link as those email confirmation are not marketing and are the only means to confirm the details of the order. 
  Any emails sent to an attended email box such as info@ helpdesk@ come into our ticketing system. As shown in the included screenshot we have received no communication with this customer at all. If this customer responded to any of the order confirmation, shipping confirmation, or delivery confirmations, they would have received an automated response that it was an unattended email box and to use the contact us page (BBB_04 file) That link on the contact page comes into the helpdesk@ ticketing system, which this customer never attempted communication with us. If the customer replied to a marketing email from mailing@, they would have received an automated response that the email box is unattended and would have contained a link to the contact page where we could be reached. I tested the automated response on Monday January 29th, 2024 at 3:27 PM EDT and verified it was properly working.
  Additionally, the email the customer used for the order is not the same email that he used to submit the complaint. Until receiving the complaint, we were unaware of that @juno email address and it is not recorded anywhere in our system. 
  
  
  per the FTC website (**************************************************************************************)
  The main rules for the CAN SPAM ACT are;
  1) Don’t use false or misleading header information. Your “From,” “To,” “Reply-To,” and routing information – Company response; As stated above, all of our marketing comes from our .com domain and comply with this rule.
  
  2) Don’t use deceptive subject lines. The subject line must accurately reflect the content of the message. - Company response; any marketing emails from our company will indicate the proper contents, we comply with this rule. 
  
  3) Identify the message as an ad. - Compnay response; We comply with this. Our marketing clearly shows whether it's content is product, blog, event related. 
  
  4) Tell recipients where you’re located. Your message must include your valid physical postal address. This can be your current street address, a post office box you’ve registered with the U.S. Postal Service, or a private mailbox you’ve registered with a commercial mail receiving agency established under Postal Service regulations. - Company response; All of our marketing emails contain our physical address in Brunswick OH
  
  5) Tell recipients how to opt out of receiving future marketing email from you.  -  Company response;  All our marketing emails contain an UNSUBSCRIBE link (noted in different font color)
  
  6) Remember that subscribers and members can opt out of marketing emails, too.  Company response; Our company doesn't run any subscription or membership programs
  
  7) Honor opt-out requests promptly. - Company response; The link contained in the marketing email is instant, the subscriber is removed immediately. If the customer doesn't click the link but instead reaches out through direct email to an attended email address such as info@ or helpdesk@ they will be removed manually on the next business day. Emails to be unsubscribed from marketing sent to unattended mailboxes would receive an automated response with the information on how to properly reach us. 
  
  8) Monitor what others are doing on your behalf. - Company response; Since we don't share or sell our email list, this isn't an issue.
  
  
  
  Other than the BBB complaint, we have received NO communication regarding opting out of our marketing emails. The customer, in response to our inquiry with them, acknowledged that they hadn't made contact with us because they couldn't speak to a person. All of our voicemails are returned, so a verbal request would have been responded too. We supplied the customer with .jpg screenshot files.
  
  
  We reached out to the customer with the above and received these responses;
  
  
  first of all, none of your so called screen shots are readable!!!! useless
  second of all, i take great care in making sure that i do not sign up for spam/junk mail!!!
  third, i have checked the unsubscribe to NO AVAIL. i have called without being able to contact a live person!!
  fourth, i use different email for different purposes
  fifth, the link from the BBB is not valid so i will call them, cannot make a response to the email they sent!!
  sixth, i know what the act says!!
  seventh, i guess i will take this up with the attorney general office of ohio under the consumer protection department.
  eight, anyone with a lick of of computer experience can easily alter images. i do not take stock in these unreadable images you sent, send them in full print out.
  i guess i will do a youtube review, ethics seems to be an issue with you!  i run a business also and when someone asks for something, i will comply with NO FUSS. i sell guitars and my goal is : I WOULD RATHER NOT SELL YOU A GUITAR AND KEEP YOU AS A FRIEND THAN SELL YOU ONE AND MAKE AN ENEMY!!!!
  
  
  
  Without a reply from our company, we then received this from the customer via their Juno email address;
  
  
  at least here, the attachments are readable but i guarantee you that the send email WAS not checked. the use of outlook was for transactional communication hence the use of paypal check out, i did not directly input that address into your system, that was done by your end. it is the whole reason why a paypal check out is there at least with a reputable company, you are the first. better get your IT to tweak you system as i did unsubscribe, reply to your spam directly and tried calling to no avail!
  hummmmm, i wonder if there is a trustpilot footprint for lowbrow customs????
  matter of fact, this was in my spam folder as i received so many that i filtered you to there. that said, this is an official request to strike me off your global mailer!!!!
  
  
  
  Another response was received from this customer;
  
  
  hummmm, after a little research and header digging, found out that the bbb complaint has issues which they cannot explain, cannot respond through them so i guess the att gen would be the next step as the bbb email is a spoof!!!
  i know that is not your problem but something is not right so the focus is now to the bbb, i trust you have removed me from your global mailer!!!
  
  
  
  
  
  We responded indicating that the customer had been removed from our marketing emails and supplied both a .png and .jpg screenshot to that effect.

  Customer response

  02/01/2024

   I am rejecting this response because:

  i never even got into their system to create an account. i went to their site, added to the cart, went to check out and selected paypal, sent to paypal and finished payment, sent back to their site printed out the page showing the order number and closed the browser. i never signed up for an account since my password manager show NO account nor password made. all of the so called screen shots can be easily made. 

  i got a friend to repeat this and the results were the same. if there was an account setup, it was on their end by populating paypal to their system. the paypal was for transactional purpose only and never did i give permission to setup an account, this was basically a guess check out. 
  
  

  

  Business response

  02/02/2024

  1/31/2024 - Buyer sent this directly to us outside of the BBB complaint process:
  
  hummm, went back to review records. better get "it" to check your stuff. i did not open an account directly with you as i have no record of it nor any password that were setup as my program keeps track of where i use and create passwords. here is what happened. went to your site saw what i needed put it into my cart used paypal, went to paypal finished payment, sent back to you, printed the confirmation page and that was it, i never directly into anything into your system, that was done by you. i had a friend do the same, never went to your site for direct input.
  that screenshot could be altered or easily made so it is moot!! i can download a page source off your site, alter it and post anywhere. done all the time.
  
  And then this person followed up by sending a Microsoft Word document that was stripped from our system as it could potentially contain malicious content. I can only guess that it contained the source code from our site that this person altered to show it could be done (per his prior message). He has also accused us numerous times of altering the screenshots, which I can attest that other than cropping for size, and adding highlighting circles or arrows, have not been altered in any way as to the content of the screenshot.

  
  2/2/2024 - buyer emailed our company directly once again unsolicited. 

  
  for your info, i did not access your site using outlook, i have many email accounts and each with a designated purpose, so what you are saying is basically MUTE! this proves that YOU setup an account since outlook is not used to communicate with you, it was for paypal and was a guest check out, anytime i setup an account, it is recorded and password kept by a password program and if i WERE to setup up an account, that program would fill in the blanks. if i were to setup an account, it would have been another email entirely which you do not have.
  nuff said, you are filtered out and any response will be sent to a spam reporting site including your domain holder which i did send since you did not make available resolution via phone or reply nor unsubscribe button.
  
  Our response to his latest email was to indicate that both of his emails (@outlook and @juno) that he had used to send us emails were now being blocked. Any future communications regarding the issue will be done via the Better Business Bureau complaint process.
  This buyer also noted in his  many responses that he attempted calling, but since he couldn't speak to a person, didn't follow up on attempts to be removed from marketing emails in January of this year. Through our phone provider, Verizon, we have searched received voicemails from the phone number associated with the account and found none, so his statement that he didn't speak to anyone about the issue is indeed correct.  Regarding the account, I've attached a screenshot, which has not been altered in any way other than to crop for size, that shows the checkout page. Note the box next to the text " Keep me up to date on news and exclusive offers via email" is checked by default, while the box below for SMS is not checked by default. When this buyer added the item to his cart, and proceeded to checkout, he then selected PayPal as the payment method, which would pop up an external window that PayPal would share with our company the name, address, phone number, and email address with us, and then be returned to our site directly for order confirmation. This buyer received an order confirmation email on November 27th @ 1:44pm EDT, a shipping confirmation email from our shipment processing system (Shipworks) on November 28th @3:50 PM EDT, and a delivery confirmation email on December 4th @1:45PM EDT. These emails are not marketing and can't be unsubscribed from in a normal process, the intended recipient would have to block the sending email address as these emails are required by our ecommerce policy. The buyer did not uncheck the opt in box for email before submitting his payment information via PayPal. In addition to the 3 confirmation emails, the buyer received his first marketing email on, and as shown in the unaltered screenshot, opted out of marking emails by clicking the link contained in that marketing email. In the attached, unedited/unaltered PDF file is the complete history of emails with this person.

  Nov 27, 2023 @ 1:43 PM - Subscribed to Lowbrow Newsletter - This would be when he was at the checkout page and did not uncheck the opt-in email box before going out to PayPal for payment method.

  Nov 27, 2023 @ 1:45 PM - Placed Order  - this is the payment acceptance from PayPal. NOTE, the FIRST email related to marketing was the next day

  Nov 28, 2023 @ 1:44 PM - received email "Welcome Series, Email #1" - This would have been the first marketing email that he received.

  Nov 29, 2023 @8:43 AM - Unsubscribed from list - This would have been when he clicked on the UNSUBSCRIBE link from the bottom of the only marketing email he had received from us

  Nov 29, 2023 @ 8:43AM - Unsubscribed - confirmation from the program that he was removed.

  Jan 5, 2024 @ 1:27PM - Subscribed to "Domestic Direct mailing January 2024" - This is not an email that was sent out, he was re-subscribed from the software program when a physical discount postcard was mailed to the shipping address on file (from his PayPal account used) so a reminder email could be sent out at a later date. We acknowledge that this was not done by the individual, it was part of an automated software process. This process, now identified (2/1/2024), has been corrected.

  Jan 20, 2024 @ 8:00PM  - received email "Domestic January 2024 Direct Mailing mid-month" - this email would have been a mid-month reminder to used the discount mailed to him before it expired on January 31, 2024 - This email, as with ALL of our marketing emails, contained the UNSUBSCRIBE link on it as required by the Can-Spam Act. As shown in the unaltered PDF attachment, he did not click the link to unsubscribe.

  Jan 29, 2024 @ 12:00 AM - Received email "Domestic January 2024 End of Month Reminder - This email reminding him to use his discount before it expires - This email also contained the UNSUBSCRIBE list, which as shown in the PDF attachment, did not click to be removed. 
  
  I have, to the best of our ability, shown the issue, explained what happened and the steps we took to remedy it after we were notified, not directly, but by way of the BBB complaint process. 

  Customer response

  02/07/2024

  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.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an item from Lowbrow customs and immediately noticed the wrong item was ordered. I immediately emailed the contact address to let them no not to ship the item. I called twice the first business day and left voicemails. I then received a call back telling it already shipped, and the order cannot be changed or cancelled. I contacted **** and verified they did not pick up the package via the tracking number. Lowbrows now refuses to cancel the order, correct the order and charge me the return shipping for an item that has NOT left their warehouse. I politely asked the customer service representative, how I should have approached the situation and was told I did everything right but nothing to be done.

  

  Business response

  09/22/2022

  On 9/17 the Customer replied to an unattended email address, received a automated response but didn't read where it states we don't receive those messages, and it gives the correct contact email, so no email about the cancellation request was received. The internal notes on the order indicate the customer left a message approximately an hour after the order had been processed for shipment on Monday 9/19. The order was processed at 11:16 AM EST.  At that time of the voicemail, there would have been approximately 550 packages processed in bins for carrier pickup. While the postal service might not have been in to physically pickup the packages, which they do daily between 2:20 and 2:40 pm EST, we were not going to basically shut the outbound processing down as to not add any additional packages to the bins and have someone start sorting through those packages looking for a specific package. Additionally, we wouldn't cancel the order after processing because then the buyer would have the product, and their money back. Had the buyer reached out via email on Saturday to the correct email address he had on his order confirmation, the order wouldn't have been printed, picked, packed, and processed. We have no records of earlier voicemails on Monday (the first business day) and believe the shipping confirmation email, which happens at the time the order is processed and tracking number issued is what prompted the call about cancelling the order after it had been processed.
  Timing was the issue on this. The customer is able to make a return on his order, without any restocking fees, however he would be responsible for return shipping cost.

*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. ↩