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:12/31/2024

  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.

  Delivered Order date: Dec 12, 2024 Order total: US $122.96 Order number* ************** I ordered the above item for my son for Christmas since his phone was stolen. Tracking shows was delivered signature isn't mine, ***** even stated they do no remember delivery of the package. Seller knows all that. ***** marked package as lost in transit. Even sent him the proof. Seller even admitted to that. Here i am stuck with no tablet for my son and no refund. How can businesses owners sleep at night knowing they're doing customers this way. I get it, they have their money and thats all they're worry about. I want my money back and now.

  Business Response

  Date: 12/31/2024

  
  
  Thank you for bringing this matter to our attention. We understand your concerns and the inconvenience you are facing, particularly during the holiday season, and we want to address this situation thoroughly.
  
  After carefully reviewing your order and corresponding tracking details, we can confirm that ***** tracking shows the package was delivered and signed for. Attached to this response is proof of delivery as provided by *****. We have no indication from ***** that the package was lost in transit, and ***** has not provided evidence supporting such a claim.
  
  As a seller, we take delivery confirmations very seriously and rely on *****’s tracking and signature process to ensure packages are delivered securely. We understand, however, that you may still have concerns. For this reason, we recommend escalating this matter through ****** resolution center under the “Did Not Receive” case option. ****** team will be able to review all details, including the tracking and signature, and make a determination.
  
  Please rest assured that we are not dismissing your concerns but must adhere to the processes and evidence provided to us. We hope this resolution path through **** provides clarity and a fair outcome for all parties involved.
  
  
  

• Initial Complaint

  Date:12/19/2023

  Type:Product 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.

  11/27/2023 Wireless camera was returned and I received verification email that company received. I was told 1 - 3 business days I would get my $84.93 money back. Today after numerous emails I have not received a refund. I have contacted the company several times via All I get its statement stating its coming. 30 days not no refund, All I want is my refund.

  Business Response

  Date: 12/20/2023

  Hello, We apologize about the long delays. I've looked at your order and it seems a refund for that order was submit very recently.
  Please allow 3-5 business days to see funds back into your card. Thank you.
  
  

  Customer Answer

  Date: 12/20/2023

  
  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. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/08/2023

  Type:Delivery 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.

  BBB, I placed order#******** from VIPOUTLET on 8/14/2023 for $320.11. The shipment shows as delivered and signed for by me on 8/21/2023 at 11:51 AM. I work M- F, 10 AM to 7 PM, so it is not possible that it was signed for by me. After checking the tracking and requesting a proof of delivery from the post office- It says “ Left on front porch”. I do not have a front porch. I did not receive any packages on 8/21/2023 and I have a ring camera that shows nothing was delivered to me on that day. I contacted USPS and they told me to have the seller file a claim- so I contacted VIPOUTLET. VIPOUTLET made me sign an affidavit that I did not receive the products. - no problem. VIPOUTLET asked me to go to the police station and file a police report. I went to the police station and was told that a report couldn’t be filed for a wrong delivery, and they advised me that the vendor is the one that should rectify the issue. VIPOUTLET then filed a claim- only to tell me it was denied because it says I signed for the package. There is a Proof of delivery attached that shows that the package was left on a front porch. I do not have a front porch. I did not sign for anything. The negligence by VIPOUTLETS support team to file a claim properly is now the consumers problem because VIPOUTLET is telling me that there is nothing they can do- not a refund and not a replacement. Daily emails with customer service agent Lara was a waste of my time. She made me waste hours on filling out paperwork, running to the police station, and just in general because of her inability to provide any type of resolution or customer service. I paid $320.11 for items I did not receive. The items were not delivered to my address. The Proof Of Delivery also shows that a signature is required - but also left on front porch. How is this my responsibility as a consumer? Why should I be out $320? I am going to dispute this with my bank as a final option.

  Business Response

  Date: 09/13/2023

  Dear ******* 
  
  I apologize for the inconvenience you've faced regarding your order #******** from VIPOUTLET. I understand your frustration and concerns, and I appreciate your patience throughout this process.
  
  As previously mentioned in our earlier correspondence, I would like to confirm that a full refund for your order has already been processed. You should expect the refund to be reflected in your account shortly. We understand the frustration this situation has caused, and we appreciate your cooperation in providing the necessary information.
  
  Should you have any further questions or require additional assistance, please don't hesitate to reach out to our customer service team. Your satisfaction is important to us, and we value your business.
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
  

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Hello,

  Thanks for your response. I have been emailing with customer service since this was last updated because I was partially refunded. 
  I attached a screenshot of what I am still owed- 4 transactions which was provided to me by your team. A refund was supposed to be re-processed on 9/18/23 according to customer service “Lara” and today is 9/25/23 and there is still no refund for those 4 transactions.
  

  I am a little confused as to why you would say a refund has been processed already if I am still waiting for it.

  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/29/2023

  I've spoken to our accounting team and we have been trying to refund however the ****** account keeps rejecting the refund. Here is a screenshot of us not even 20 minutes ago attempting to refund this customer. We suggest the customer provide us another ****** account or the customer contact ****** about this.

  Customer Answer

  Date: 09/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I contacted ****** on 9/17 and was told that there was no blocks on my account or refund limits.
  I contacted ****** this morning 9/30 and was told the same thing. ****** advised that you, as the seller, need to contact them because again, there is no blocks on my account. Furthermore I attached two images of ****** service stating the same thing- and requesting that you contact them.

  This has been a horrific experience- I continuously am given objectives and things to do from VIPOUTLET to solve this issue but it’s not getting solved despite the efforts and requests I continue to accommodate ( sign a affidavit, go to the police station, contact USPS, contact ******, been trying to rectify this for a month now with every step having more issues) 

  I ask you to please contact ****** and please rectify my situation.

  Regards,
  
  ******* ******

  Customer Answer

  Date: 10/18/2023

  Hello,
  I am still waiting for a partial refund- the amount and failed refund transactions that VIPOUTLET provided to me have not been retried and ****** says that the seller needs to contact them. There has been no communication- I am not sure what the next steps are 

  Customer Answer

  Date: 10/20/2023

  Hello.

   

  I was finally refunded today. 
  

  This case can be closed.

   

• Initial Complaint

  Date:08/17/2023

  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.

  ORDER NUMBER: #******** ORDER DATE: June 28 2023 ****** ************ Quest 2 Advanced All-In-One Virtual Reality Headset - ***** We received this at the beginning of July. This is a gift for our kid, so we didn't open it until last weekend. Unfortunately, we found the item is not new, and all accessories and user manure are missing in the box. We are very upset and would like to ask for a replacement/refund. Please contact us and send the return label so we can send the item back.

  Business Response

  Date: 08/28/2023

  Hello, We have not seen any attempt from the customer to get in touch with us or to open a return. 
  Return can be opened by going to rma.vipoutlet.com. 
  
  I have opened a return in your behalf. Please see labels attached for this return. 

• Initial Complaint

  Date:07/17/2023

  Type:Product 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.

  Bought three iPhones that were supposed to be unlocked. The first order ******** was sent out and upon receipt, I found that it was locked. Sent this phone back. The second ******** and third order ******** were placed at the same time. Upon receipt of those two orders, I found that hey were both locked. Not only were these phones locked to a carrier, they were never scanned at the retailer and most likely stolen. This means even if you were to try to activate them with the carriers they are locked to, you cannot because they were never scanned into the system at the retailer. Called customer service and they said they would issue an RMA for each. 18 hours passed, no RMA in email. I had to find them on the website with my order. Items returned today 7/15/2023 Also asked to speak to a supervisor or management and they scheduled a call back. Of course I never received a call back. Attached FedEx return Labels.

  Business Response

  Date: 07/18/2023

  Hello, I have looked up this conversation and unfortunately when you had contacted us via out VIPOUTLET website, a Manager was not available. This BBB was submit the next day which a manager was not present. A lead representative (Supervisor) did speak with you and offered you a 20% discount on your next purchase which you agreed to. I believe this has been resolved.
  
  Please let us know if there is anything more we could do. Thank you.

  Customer Answer

  Date: 07/18/2023

  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. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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 an ***** ***** from VIP Outlet , order # ********- A box was delivered from VIP Outlet with an ***** ***** box, but no watch. I immediately called VIP, they answered by saying that the box didn't leave their facility that way and to send them a complaint form. They also said that we should contact *** ** and file a complaint ( which I did case # *********) . The box was delivered sealed to my front porch, my wide saw the *** ** person drop it off, we have 2 dogs that alert us to a delivery. The box appeared to have been ripped open and re-taped, unbeknownst to my wife , because it was on the bottom. Inside the box was an empty box. Today I received the complaint form back in the mail saying " not a deliverable address" VIP Outlet *** ******* **** ********** ** *****- I don't know if the problem was on the end of VIP or *** **, all I know is that I spent 275 and have no watch and no resolve

  Business Response

  Date: 01/30/2023

  Hello, Thank you for bringing this to our attention. I would love to look into this and possibly come to a resolution. Could I please have the order number to this order? Thank you. 

• Initial Complaint

  Date:12/12/2022

  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.

  Payed for some straight talk refill cards not able use cause their not activated ! bought 2 for 49.68 !Payed $10.60 for shipping ! Today received items back telling me that Vip outlet *** ******* ** ********* ** ***** was vacant So total I payed out was $60.28

  Business Response

  Date: 12/14/2022

  Hello, Thank you for contacting us via BBB. I will be more than happy to assist you and look into your concern. Please provide us an order number to we may investigate this. Thank you. 

• Initial Complaint

  Date:12/05/2022

  Type:Product 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 order for Apple iPhone 11 unlocked version through Vip Outlet on November 16, 2022 and it arrived with a SIM restrictions. The order number is ********. I was not able to activate & unlocked the phone. The phone was restricted by ******* Family Mobile carrier. I tried reach out to ******* Family Mobile for their assistance multiple times but the support person advised me to contact back the vendor and have them re-scan the phone since the phone was not scanned during the purchase and therefore it was not in an active status. I paid $369. 59 in full for the purchase. Then after, I reached out to Vip Outlet and explained the issue. The support person told me that they cannot re-scan the phone remotely and therefore advised me to returned the phone. Vip Outlet was going to hold my $369.59 until the phone is returned back to them. I shipped out the phone and it got delivered on November 25, 2022. I still haven't received my refund. I placed another order (Order # ********) for the same exact unlocked iPhone through Vip Outlet (gave 2nd chance thinking this time it would work out). Unfortunately, the same exact thing happened. The phone got delivered with SIM restrictions from ******* Family Mobile and couldn't be activated and unlocked. ******* Family Mobile advised me to reach out to vendor to re-scan the phone. Vip Outlet support person told me the same thing to return the phone for the refund. This clearly shows that upon ordering unlocked version of the phone, business is delivering locked phone without being scanned during the purchase. This could be a stolen phone as per *******. This business is scary and following some unethical practices. Plus, they are holding your money for longer period which is totally unfair. I demand for full refund plus compensation for the inconvenience or ship the correct iPhone 11 without charging the credit card.

  Business Response

  Date: 12/08/2022

  Hello, Thank you for contacting us via BBB. We do not sell phones unlocked on purpose. We purchase ( Or sell in behalf of some of the largest retailers in the country) our products from some of the largest retailers in the states. Some include **** **** ****** * *******, etc. We are sold these products with the understanding that these phones are scanned before being sold to us.  Due to your phones being locked, we must have the phones returned so that they may be returned to the retailer they were originally purchased from.I've checked your retrun and this was refunded on December 2nd. Please verify with your bank as this has already been refunded back into your original form of payment. As to your second order, we have never stated that we would not refund this. A full refund will be issued once the product has been recieved and checked. in. We are able to offer a 15% percent discount on your next order for the inconvenience this must have caused. We will also investigate with our vendor as to why this particular model is being sold as locked when the listing clearly states it is unlocked. 
  

  Customer Answer

  Date: 12/21/2022

  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 me.

   

  Though I would like to make some comments here. I am not going to order from this merchant anymore. So their 15% is useless for me. I am not opening the complaint to get this kind of cheap percentage discount from merchant. I am here to save others from getting treated the way I get treated. They have lost my trust already.

  Second, they did not issue me refund once the item was returned back to them. They took almost a week to refund me the money and that is after reaching out to their customer support and my credit card company to assist me. They simply did not care and waiting for their customer to bring it to their attention about the refund.

  I still do not understand how can they repeat the same mistake even after I brought to their attention and told them that make sure I get the right item on my next order. To me, this merchant is not checking the item that they have received from retailers like Best Buy, Walmart, Amazon, etc. before and just ship it out to customers like us without scanning and inspecting the product. Businesses like this should be fined for holding people's money and delivering wrong items intentionally. 

  
  Regards,
  
  ***** **** 

• Initial Complaint

  Date:08/03/2022

  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 Have been arguing back and forth with some ******* named Karmen for the last week and a half because my package never arrived. Demanding me to submit a police report on an item never received . And they refuse to refund my money

  Business Response

  Date: 08/04/2022

  Hello, My name is Michael and I am one of the supervisors here at VIPOUTLET. I am terribly sorry about your order. I will be more than happy to look into this and see what we can do on our end. When a package is "Delivered" according to Fedex/Ups. In most cases, we would need a police report so that we may file a claim. That is why our agent recommended this be done. 
  
  Please provide me your order number so that I may look into the matter. Thank you. 

• Initial Complaint

  Date:06/08/2022

  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 placed an order on the VIP Outlet web site for a product they said they had. They did not deliver the product and refuse to refund my purchase. They will not provide credit, refund my credit card on file, or send me a check. They have terrible customer service. The purchase was made on May 23, 2022 and today is June 8, 2022.

  Business Response

  Date: 06/10/2022

  Hello, Thank you for contacting us via BBB. My name is ******* and I am one of the supervisors here at VIPOUTLET.
  
  I have listened to the calls that have come into our customer service. 
  We were told by you that the card that you had used had been cancelled/Closed. Due to this, the refund is being denied by your payment processor. I will upload a screenshot so you may see this is the case. 
  
  We have offered to refund via ****** or ACH form which would be us depositing back your refund directly to your bank account. You had refused both of these options however these are the two options our accounting team have to refund. 
  We have never declined to refund this order and want to as soon as possible We do howeever need permission via ACH form so we may deposit the funds into your account. We never got a clear response on this option and were told you would be contacting BBB after this option was presented to you. 
  
  if you would not like to do this, you may also create a ****** account which would take a couple minutes to create via www.**********. 
  
  Again, we at no point denied this refund and want to refund you as soon as possible. You're payment processor however is declining the refund as you can see. Please choose one of the two refund options so that we may refund you as soon as possible. 

  Customer Answer

  Date: 06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  **** ********

   

  i have provided ****** information and still have not received a refund. They are crooks. *************@gmail.com is ****** request for refund has been sent 4 times still no refund. Liars liars liars. 

  Business Response

  Date: 07/11/2022

  We are not exactly sure why you are not satisfied. 
  We have already refunded your ****** account. Attached is the proof.