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:10/25/2022

  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.

  I ordered thru ******, on October 23, 2022, the “****** ***** Shampoo + Conditioner + Detangler & Shine 16 Ounce each With Silk Panthenol and Honey Great For Horse, Humans, And Dogs Too Silky Coats And Hair” which is listed for $35.99, before tax. The responsibility for fulfilling the order was Straight Arrow Products, Inc. ****** shortcut for the product: ***************************************************************************************** The ****** order number is *******************. Today, October 25, 2022, I was informed that it was delivered at 8:39 a.m., but I didn’t see that notice until around noon. I was home all day long and never got the standard “doorbell” signal that something had been delivered, which is normal for ******. When I checked my front door there was no package. ****** showed the tracking number, that was assigned by the United States Post Office, as **********************. Tracking showed that it was sent to an address in Lehigh Valley, PA *****, and not DeBary, FL *****, which is my address location. I have attached print screen images of both the chain of delivery, and the order. I have paid and been charged $38.33 and I want the items that I ordered, or an immediate full refund. ****** states that this order is not eligible for a refund, but frankly not getting the product is not acceptable, if not criminal, depending on the intentions. It states 48 hours are required to resolve this issue, but simply put that is too long to make right this issue, when it can be easily seen that your company did not fulfill its requirements to provide what was ordered. I don’t think it is unreasonable to get an immediate response from your company, about the next steps, when it is so clearly visible that it failed to deliver what’s promised. Regards,,*********************

  Business Response

  Date: 11/16/2022

  My name is Mary and I am in Consumer Affairs at Straight Arrow Products, Inc. we are the manufacturer of the ****** ***** items the consumer is speaking of. Mind you we are not the carrier just the manufacturer.
  
  The consumer reached out to us via ****** initially on 10/25/2022, (we are unaware of who told the consumer he is not eligible for a refund, as that was not us.)
  
  Below is the chain of responses between us and the consumer, we Straight Arrow Products issued a refund immediately on 10/26/2022 after we verified per the USPS Tracking # that the item was never received by the consumer
   
  Oct 25, 2022 4:39 PM
  
  Hello, this showed delivered this morning but it was not delivered. There is no picture of its delivery and my security cameras don't show it being left at my house. Can you please clear up where it is? Thank you,  2022 4:47 PM
  
  I want to know why you shipped my order to LEHIGH VALLEY, PA********, when it should have been sent to DeBary, FL*******? Since I am now not eligible for a refund I am taking this as a scam, until I receive my product or refund. Regards,
  
  Oct 26, 2022 9:04 AM
  
  Good morning, After reviewing the tracking # for some reason the USPS is sending this back to us, they are not indicating why. We are not able to use Prime carriers which is why a photo is not taken when delivered. We utilize *** and or USPS carriers. We have applied a refund to your order, we would like to apologize for the inconvenience this has caused, it will be reflected on your original form of payment within 3-5 business days. If you would still like the product, please reorder the item. Thank you, Straight Arrow Products, Inc.
  
  Oct 26, 2022 9:46 AM
  
  Please be sure that the refund also covers the tax I have been charged because at this time that isn't reflected in the refund amount. The total amount with tax is $38.33. Thank you,
  
  Oct 26, 2022 12:07 PM
  
  Hello, Here is the refund showing the tax is included, it may not show on your end until tomorrow. Sales proceeds Payment methods: Standard Items total: $35.99 Tax total: $2.34 Refunds total: -$38.33 Thank you, Straight Arrow Products, Inc.
  
  Sales proceeds
  
  Payment methods: Standard
  
  Items total:
  
  $35.99
  
  Tax total:
  
  $2.34
  
  Refunds total:
  
  -$38.33
  
  We have done everything possible to assist this consumer and promptly issued a full refund.
  
  
  Thank you, 
  
  Mary
  
  Consumer Affairs Representative
  
  Straight Arrow Products, Inc.
  
  Makers of the Original Mane ‘n Tail