ComplaintsforNUTSAC, LLC/WINGNUT ENTERPRISES LLC

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bag from this company, NutSac, also under Wingnut Enterprises. All of there bags have a Lifetime Guarantee. I have an issue with the bag so I reached out to their support as listed on their website, *********************************** I sent several emails, each of them returned as "undeliverable." I searched the web for a phone number, but had no luck. The one listed on your site, does not go through either. I am attaching a photo of my original order, with order #. I am also attaching a photo of the defective item and a screenshot of one of the several returned emails sent to their support email address as listed on the website.

  Business response

  04/11/2023

  We're really sorry this happened. We just found out that we were having a bounce issue with some emails going to our support email. Actually, it was this customer who alerted us to the issue. We received his phone call today and immediately reached out to him. 

  I talked with our customer support manager who informed that the issue was resolved. We sent him a replacement bag for the damaged one. From my understanding the customer was satisfied with the resolution.

  We also took steps to resolve the email issue. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order on 02-18-23 (order # NS-*****) for $490 for the purchase of the ************* in Oxblood through one of the payment options they had available at checkout, the Shop Pay app. I was contacted by ***************** through email on 02-20-23 saying that my order was marked as fraudulent and placed on hold. Aside from canceling the order, the only option I was given was that I would be forced to pay through PayPal. PayPal is no more secure than any other platform. A fraudulent account was opened in my name on PayPal at the end of 2017 and a bunch of merchandise went on its merry way to *******. I will not conduct business through PayPal. I would not have even placed the order if in the end they were going to try to force me to use PayPal. Dont offer the Shop Pay app as a method of payment if they wont actually honor an order placed through it and consider it fraudulent.

  Business response

  02/21/2023

  We're really sorry that this happened to the customer. Shopify/ShopPay has a very good fraud detecting system, but it's obviously not perfect. Our goal is to protect both the customer and ourselves.

  When the system detects fraud here's our normal policy:

  1. We contact the customer and do our best to protect both the customer and determine if the order is legit or fraudulent. 

  2. If we can't determine for 100% certainty that the order is not fraudulent, then we ask the customer to place the order through another payment system, typically Paypal. This makes sense as it is  unlikely that a fraudster has access to both the victims credit card AND their Paypal account. 

  3. Paypal is perfect for this type of order because the customer can use a standard credit card if they want. Paypal has their own fraud protection system which serves as a double-check. AND Paypal offers both Seller and Customer Protection. So in the event that the order is still fraudulent, both parties are still protected. 

  That is how and why we manage potentially fraudulent orders the way we do. It works quite well. Again, it's unfortunate that ************** had this happen to him, but our policy works to protect both him and us in the event that his information is compromised.

   

   

  Customer response

  02/21/2023

   
  Complaint: 19438493
  
  I am rejecting this response because: On March 25, 2018 I contacted PayPal regarding unknown charges that appeared on my credit card. After investigation it was found that someone stole my card information and opened up a new PayPal account in my name and had 3 different purchases on their way to some address in *******. Although highly unlikely, things like that do happen and PayPal is not the bar to go by from personal experience. So after that incident on top of their excessive fees I decided to stop using PayPal. Why is PayPal the only alternative? Why has Shop Pay/Affirm not closed my account that is apparently fraudulent? This feels like some type of payment method discrimination. I will not be forced to use a different payment platform than the one I chose among what was offered. Overall, this experience has been unpleasant and I no longer have any interest in purchasing anything from your company.
  
  Sincerely,
  
  *************************

*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. ↩