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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
It's a **** poor company that makes it's money off of selling items such as decals ,patches, hat, etc. However they seem to discriminate against the medical services of the military. Act for any item concerning the "Combat Medic" and you get a listing of everything combat except the medic.
Business response
05/16/2024
Thank you for your service to our country.
We greatly apologize for any inconvenience on this.
Currently we do not carry any Combat Medic products, however we will research and see if we can bring in a few items for you.
Are you looking for any specific Combat Medic product: hat, pin, shirt?Thank you for your time and consideration.
Initial Complaint
03/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered some dog tags with p38, on march 19, 2024, already charged towards my account, I haven’t received what I paid for it, please send items or refund my money backBusiness response
03/25/2024
It looks like this customer's order lost in transit. It was shipped via USPS on March 25, 2024, tracking #: **********************. We have refunded this customer's order. Please see Refund Receipt attached.
Business response
03/26/2024
We are following up to our response sent yesterday to this complaint.
The customer ordered a set of custom dog tags, order number *******. We shipped the customer's order to him via USPS on March 25, 2024, tracking # **********************. It appears from this tracking information that the customer's order was lost in transit. Therefore we have refunded his order in full yesterday. For your convenience, we are attaching the customer's Refund Receipt again.
If you need anything further from us, please let us know.
Thank you.
VetFriends.com
547 Long Point Road Suite 113
Mount Pleasant, SC 29464
Initial Complaint
11/13/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I occasionally received email advertisements from them. The first time that I actually tried to order a product based on an email advertisement, they charged my CC immediately, but never acknowledged the sale, provided any information regarding the order or it's status, and never supplied the product. Google review has a long list of the same kind of complaint about them but I was too dumb to read the reviews beforehand. I don't think they should be allowed to sell products online.Business response
11/13/2023
Mr. *******,
We apologize for the delay with your order.
When you spoke to our customer service agent last week, you were notified that the item is on backorder and that we had an incorrect address for you.
You did verify your address and told the customer service agent that you still wanted the item shipped when it arrived.
If you would rather have a refund on your order, we will be happy to assist you with doing so.
Please contact our customer service team at 800-975-1618 so they can better assist you.
Thank you and have a great day.
Initial Complaint
06/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I see my *** credit card was charged $30.74 by Vet Friends on June 1st. I DID NOT AUTHORIZE THIS CHARGE??I want my money refunded immediately??I had NO NOTIFICATION OF THIS CHARGE BEING MADE??Business response
06/05/2023
Mr. *****,
I am seeing that charge is for an order placed for item 16909-Vietnam Combat Veteran White Hat with 3 Ribbons. Your order number is *******. If you would like to cancel your order please reach out to our customer service team at 800-975-1618 or [email protected] and they will be happy to assist you with that. Thank you and have a great day.
Initial Complaint
03/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Business did not let me know of upcoming charge which I would have cancelled. I do support products made in china!Business response
03/01/2023
******,
You purchased a yearly membership. You agreed to the terms and conditions when you joined. They state that the membership auto renews every year. It also states that you can cancel at any time but our membership fees are non-refundable. Vetfriends.com sends out a renewal letter the month before to remind our customers that the charge is coming up. We send that letter to the address on file. When you spoke to our agent, you told her you have disputed the charges. Once you put in a dispute, we have to let the banks take care of it. Have a great day.
Customer response
03/01/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *****Initial Complaint
01/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Order # ******* - I ordered an XL shirt for my father for Christmas. It arrived dusty with a faded logo and even though it was marked large, it had to of been an XXXL. They told me they had a 365 day return policy and to mail it back to them. I did, and the tracking number is it **** **** **** **** **** ** USPS. Meanwhile, on December 25, I re-ordered the shirt for my father in a large. Order #*******. It says on their website that they ship out within 2 to 4 days. Tonight is January 10, and they have yet to mail it. I did email them and left a phone message, yet no tracking. As of right now. I am out $88.44 for 2 shirts. They claim they only offer store credit, but I really don’t trust I am going to be getting any merchandise from them at this point and I think a full refund on my Visa is fair.Business response
01/12/2023
******,
We apologize for the delay in your order.
We are getting orders out as fast as we can. We had two employees quit, leaving us with one employee making the orders.I will pull your order and get it shipped today.
Once it ships you should receive an email from stamps.com with your tracking information.
Once we receive your return we will issue a full refund back to the original form of payment.
Initial Complaint
12/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 28 November, my wife purchased replica dog tags online from VETFRIENDS MILITARY STORE. The tags were received on 10 December but were INCORRECT! The information on the tags had another couple's information-NAMEs, BRANCH OF SERVICE and SOCIAL SECURITY NUMBERS. When we initially reached out on the same day they were received, they acknowledged for us to return them at our cost. However, we insisted on a return label. We immediately sent the incorrect tags back to VETFRIENDS and they were received on 17 December per **** tracking. According to VETFRIENDS on my 21 December call, the other couple had also contacted them to say they had received the wrong dog tags. However, they had not yet returned them to VETFRIENDS. On 27 December, I contacted them again about my lost tags, that included my name, social security number and DOB, and was told they're still lost! The representative apathetically indicated " IT IS A RISK YOU TAKE WHEN YOU ORDER THINGS WITH PERSONAL INFORMATION ON IT" so it is not our responsibility to ensure it gets properly packaged and shipped to the correct address. In my opinion, there is no quality control to ensure situations such as this do not happen. I am extremely fearful someone will use my identity. The representative had no remorse for my feelings and concerns about "IDENTITY THEFT" when it is their fault because they incorrectly packaged my dog tags and sent them to the wrong address. I have left several voice messages and had actually spoken to them 13 times with no call back to either myself or my wife, no email traffic on how they are going to resolve the situation, no offer of identity theft protection.... only a chuckle when it was mentioned on 27 December. I asked them to refund my wife her money and they indicated it would be 7 to 10 days. I feel I should be given 1 year of identity theft protection at their cost.Business response
12/29/2022
Thank you for your service and for reaching out. We greatly apologize
for any confusion with your order.
Please note - since 2000, the protection of our Customer's privacy is a top
priority for VetFriends, and quality assurance for our orders is highly important.
-As requested, your order refund has been processed as of 12/28/22.
For any inconvenience we'd be happy to send you any Military Hat free of charge from our Catalog + include your Dog Tag set.
Please let us know if you would accept this.
-Checking with our Team, we are unable to find confirmation that your
Dog Tag order was sent to another address/party, however we will continue to investigate this.
-In regards to VetFriends funding a 1 year protection service, this is something we have
not done before and is not in our policy. You could check with your Bank as some establishments offer this service free of charge depending on the agreement.
We hope that the refund and complimentary gift items will help.
Thank you for your time, patience and consideration.Customer response
12/30/2022
Complaint: ********
I am rejecting this response because:
I'm very uncomfortable with your process of not finding my dog tag set. It was sent out, please reach out to the Wilson's. It only makes sence that they received mine and I received theirs. Mine is lost somewhere in someone's possession and not mine.Sincerely,
******* ******Business response
01/03/2023
Hope all is well and happy new year.
As requested, our Team will continue to reach out to locate the original set.
Thank you for your time and patience.Initial Complaint
11/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 10/16 order #******* Personlized Dog tag Set $14.99 Vietnam Lecense Plate $17.97, which I received, not the dog tags. 10/20 Shipped only the plate. 11/3 Emailed explaining no dog tags. Told me it takes 10-14 bisiness days,I will receive email from Stamps.com when order shipped. 11/29 Sent another email explaining still no tags, or they could refund my money. No ResponseBusiness response
12/01/2022
*****,
We would like to apologize that you have not received your dog tags. I received your email and responded and also left you a voicemail. I am still waiting for a response back from you. We will be happy to have your dog tags remade and reshipped or refund you the cost. Please respond to my email or voicemail so we may better assist you. Thank you and have a great day.
Customer response
12/02/2022
Complaint: ********
I am rejecting this response because: I ask for a refund have not received it yet
Sincerely,
***** ******Business response
12/02/2022
*****,
I received your response email this morning asking for a refund. We are currently working on your refund. Please allow adequate time for us to complete this task. I will respond to your email as well. Thank you and have a great day.
Initial Complaint
11/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a pending fee of $72 for what I don't know. I called to inquire about the charge pending in my account and the message said they are closed. I have not purchased anything to have a withdrawal of $72 pending in my bank account and the only thing I ever agreed to was a one time charge of $75 for a lifetime membership. The other complaints I have read about this company says they send an email one month prior to charging anything and I can say I've never received any such email from them. If they misrepresented the lifetime membership of $75 that's fine but prior to stealing money from peoples bank accounts they need to advise them of it. If this is not rectified by either an explanation of the charge or refund of the $72 I have asked my bank to dispute any further charges and I will file a formal complaint in court.Business response
11/09/2022
Business Response /* (1000, 5, 2022/11/03) */ Contact Name and Title: Barb Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: *******@vetfriends.com ****, We apologize for any confusion. When you join it does state that the membership is a yearly membership. When we spoke to you on the phone you seemed to understand this and decided to keep your membership. You were informed that we send a letter by mail not email about a month before hand. It is stated in the terms and conditions that you agreed to when joining that it is an auto renewal membership. It also states that membership fees are non-refundable. If you need further assistance please reach out to customer service so they can help you. Thank you and have a great day.Initial Complaint
10/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This happened on October 17, 2022. I bought a grey Navy Vintage hat with 3 medals and I was supposed to get a 20 percent discount with the code Honor. I used the code Honor but I was told that the discount expired in August 2022 but I was notified of this discount on October 17th, 2022. Vet Friends should credit my account for this 20; percent Discount. Please make sure that they do. Thank you, Sincerely **** ** ********* **** ****** ***** **** Sevierville Tennessee 37876. Email address is: ****************@live.comBusiness response
11/02/2022
Business Response /* (1000, 5, 2022/10/18) */ Contact Name and Title: Barb Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: *******@vetfriends.com ****, We are sorry to hear that your promo code did not work. We will absolutely honor the promo code. Please give customer service a call at XXX-XXX-XXXX so they can assist you with that. There is not a phone number on your order for us to call you. Thank you and have a great day
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Customer Complaints Summary
16 total complaints in the last 3 years.
4 complaints closed in the last 12 months.