ComplaintsforShop LC

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August I began making purchases from this company.I bought a ring sold as a natural blue diamond that was misrepresented. I also bought a spinner ring that extends out from finger too far to be wearable. I made an attempt to return items and was told I bought them on clearance and they were not eligible.

  Business response

  03/10/2022

   SHOP LC attempted contacting consumer via phone 3/9/2022, to inform the consumer to settle the matter we would refund him for the documented items. Also, we wanted to be sure client was now fully educated on the Return Policies. Consumer did not answer call attempts sent an email correspondence to the consumer informing him of the refunds which had been issued at this time. If further detail or documentation is needed, please allow us to know. Thank you and have a great afternoon. 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Call Date: 02-27-2022 I called "Shop LC" **************** to make advanced payments on previously Ordered Budget Pay Items. Upon reviewing my Online Account, I found some aged "old accounts" on Budget Pay not listed as "Paid in Full". The **************** Rep could not provide an explanation for the incorrect ******************* and refused to transfer my complaint upon requesting to speak to a Supv/Manager on 3 occasions. THIS IS VERY TROUBLING because Customers may have many purchases with Shop LC. In this case, the ******************* showed the Ordered Item still "unpaid since Sept 30, 2021, while the ************ should have showed the subject Item RETURNED. My Online Account Records have at least 3 - 4 errors in Ordered Items; they should show either Returned or Paid In Full.

  Business response

  03/10/2022

   SHOP LC spoke with the consumer3/9/2022, where we carefully reviewed the online site and were able to see where the client's concerns were. We were able to find clarity as to how to find items which had been "Paid In Full and Cancelled Orders". In reference to identifying items which had been returned this is not listed in the Payment Detail Column, however client could see where the payments were no longer being deducted from the account in the "See previous payment details" hyperlink. Consumer stated where she now understands she suggest we make this more consumer friendly being this can be confusing for the consumer and the site is for the consumer not the company. Consumer stated she was pleased with the time taken to look into this matter and she does want us to make updating this area of the site a priority but at this time she is satisfied with transparency and has no other concerns. 

  Customer response

  03/10/2022

  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. IMPORTANT NOTE:  The Business Rep agreed to forward my concerns to management of the "IT **** for serious consideration of providing accurate data re Customer purchases, under Budget-Pay of the ONLINE Website.
  

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

• Initial Complaint

  02/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made 2 purchases early February, they immediately took money out of my account. I was told 3-5 days to receive them. It's now been 12 - 14 days and my packages have been in ***********, ** since February 14th and no one knows when or if I will receive them.I think this is very poor service.

  Business response

  03/02/2022

  We appreciate the opportunity to work on this and can confirm as of 2/22 the products were delivered. 

  Customer response

  03/03/2022

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

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bid on shop lc auction and won a necklace. 2 weeks later they send an email saying the order was cancelled. I never cancelled the order. So I call and they cannot locate the item I won. This happens all the time. Then I look on their auction site and the same necklace is up for auction again! So I call to complain. They tell me they have some in stock and process my order. A week later another email comes that the order was cancelled. I call again To complain. They say now they have no more in stock. So I check the shop LC auction, and guess what! The necklace is up for auction again!! Shop LC is a joke. I reached out 3 more times asking to speak to a supervisor and never received a call back. The auction should be shut down.

  Business response

  03/08/2022

  On 2/17 we did get to connect with the customer and apologize for the inconvenience with the site. We also did issue a customer relations credit for a future purchase. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have ordered a $2000.00 ring, that the company states has a value of $13000.00, my wife had created an account off thier website, and purchased the item on 2/11 @645am pst, order was confirmed ref order #BC5MSF00733005, We received an email later in the day stating the item was no longer available, truly upset us, and the account we started was suspended so we could not obtain more info, we called customer service that evening and was explained the order was canceled because of suspicious activity possible fraud and our account will be refunded, they could not explain said possibly was declined by my bank, I called the bank and said that was not the case, we figured just an error, and we still wanted the item, so we had to create a new account under my name and placed the order again even though we had not recieved our refund we knew they would be processing that. Refer new order #BC5MSF00738879 item was repurchased, transaction went through without incident, order shipped as we were tracking anxiously awaiting our delivery, we noticed a few hours before delivery that item was requested to be returned by sender, again account is suspended so no answers, called customer service they said order was flagged due to suspicious activity again this time they said that my billing address does not match my card's address, the address is correct, requested to speak with somebody because we still wanted the item, but were told order is canceled and will be refunded when they recieved they item back, unexceptable we were never contacted to explain any of this no call no email, now we are suspecting this company of dishonesty, maybe the item does not really exist but, now I keep getting emails with offers from this company with similar items, is this a bait and switch? We feel duped, this was supposed to be a Gift that entailed so much planning, and they have not reached out. Please help us the unfortunate factor is we have always still wanted the item

  Business response

  03/08/2022

  Thank you for giving us the opportunity to work on this. Although we had no intention of causing any inconvenience the response we received from our payment gateway indicated the address provided was not an exact match. This DOES NOT mean the consumer was committing fraud, rather this means the bank may possibly have a historical address as billing. Whenever we receive this response we attempt to validate the information and if we can't, then the order may be cancel or returned as the customer described. We have attempted to contact the customer to offer him the same product with a 20% discount and verify the information to make sure we have everything correct on our side. 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This has been ongoing since Oct. 2021 when I was locked out of my online account. I have contacted them by phone, email, chats and most recently I sent letters to the ********** *** ************ of ***. Back in Oct. when I initially was locked out the *** tried to unlock my account, they were unable to do so, they suggested I open a new account. I trusted that they were working on helping me since opening the new account with a new email, username and password I was unable to view my Order History, Auction Autopay, and Budget payments. I had to rely on them to tell me what was ordered, what I owed on Budget pays and what my returns were received. Each time I called I was put on incrediably long wait time, and many times after the long wait a *** would get "disconnected". They blamed the website stating they were having issues so they could not get into my account to share with me. I spent hours and days and months hassling with them. Finally of January 23,2022 I was alerted by my bank about "charges" on my account by Shop LC. I immediately called and a *** (******) miraculousy pulled up my history, etc. There were pages and pages of orders that I never placed. They charged two bank accounts, and 3 credit cards which are locked, and to date they are still trying to hit up my accounts for money. The banks and CC companies are all conducting Fraud Activity. I get deliveries every day, which I never opened, most were refused and sent back to sender. Others *** won't take back without a call ticket. I am besides myself, no one from SHop LC calls back or emails with a solution, they keep sending me email after email looking for money. I have reported it to all of the credit reporting agencies also. This needs to stop, I cannot retain an attorney. To date they have hit us up for at least *******.

  Business response

  02/19/2022

  In response to the provided review, we have spoken with the client as of 2/19/2022. The first initial account was Blocked due to a Chargeback/Dispute which had been made by the client. To eliminate chances of the account being compromised again we did make the account inactive. Client did contact several times which we did attempt to assist each time we interacted. The Consumer did open a new account though this typically is not what we would recommend to the client. Once opening the second account online, the client began stating she was seeing multiple purchases/charges, but she was not making the purchases. Again to prevent any further suspicious activity this account to was closed. Client did refuse majority of the items however we were unable to process the refunds either due to the fact she had opened disputes with the bank or due to the card listed on file was no longer valid. RESOLUTION; We went through each account reviewing every manifested order determining if the item had been returned if so, we did refund the client manually to a new card which she provided. If the client had an open Chargeback/Dispute we Accepted the Chargeback meaning client would be compensated for the fees. Also, we were able to identify items which were returned and already refunded. The accounts have both been made inactive at this time to prevent any further issues regarding either account. Client stated this resolution was suitable and she plans to revise the review once she can account for all refunds. If further detail is needed, please allow us to know. Thank you and have a wonderful evening. 

  Customer response

  02/22/2022

  Complaint: 16752485
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  1) As the client I need to interject "I was recommended by a CSR to open a new account under a different email address and pin/password due to the fact that they themselves could not open my current account which was my phone number and a four digit pin. " This was not initiated by my own accord.

  2)In addition, the fact of the matter was once I opened my new account I was unable to see Order History, Payment or Return status, Budget payments or Autopay for auctions.  They were unable to transfer "All history" from old to new account, so therefore I was not able to see that the account may have been "compromised".  I have contacted them on several occasions and NO ONE could rectify the situation.  It was only after many, many attempts that I reached a CSR ******, and he was able to pull up the accounts and he himself realized something was not right with the several orders, repeats also.  He did not have the authority to stop them, he sent them to Escalation, by the next day I was hit with fee and charge after charge.

  All else seems correct

  Business response

  03/02/2022

  In reference to the response from the initial correspondence. I did contact client again today 3/2/2022 and confirmed the matters had been resolved during our interaction 2/19/2022. Client stated that the matters were in fact resolved which is why she finished her response by stating "All else seems correct". She did state she just wanted to emphasize she did not request a new account this method was recommended by an agent when the initial account began having issues. Client stated she had no intention on rejecting our initial response for this matter she just wanted to be sure we documented all of the details. Informed client the accounts had been documented and were no longer active at this time. Client stated this was fine I did offer to follow up further with the client prior to her final response. I will be contacting the client 5PM Central Time to confirm that this concern has been fully resolved/closed at this time. 

  Customer response

  03/03/2022

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

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought two items for Christmas gifts that were for family members and both close to $100 each. I sincerely thought items could be returned until January. My reason for this summation in in watching ShopLC the hosts stated items could definitely be returned until mid January. I did not realize that everything listed on the site was clearance, and even brand new, unworn items could not be returned. I found this new policy to be very confusing, because of the Christmas sale, and long return period. I ordered directly from the Internet. Items were not specifically labeled clearance and on the receipts the items didn't have clearance item numbers. I ordered a Moissanite ring set for my sister and it is one size too big. She asked me to get her something else. I also ordered some moissanite earrings for my mother and they were larger in size and difficult for her to clasp. I returned both items both brand new and unworn. To my dismay when I checked on the return, both items are NOT eligible for return, and are being returned to me! I have shopped at Shop LC for many years even before it was Shoplc, and never had an issue like this. I also asked for a store credit for these items! I had planned on replacing the items with this company. The items were returned to ShopLc by me and accepted by ShopLc by **** mail, using my own postage label. The tracking information is as follows: **********************. The order number for the earrings is LC39284445, and the total for this item was *****. The ring set is order number LC38708723, and the total for this item was *****. I am careful to make sure items are not clearance and these items were listed as mega doorbusters. This doesn't imply that the items are not returnable. I feel justified in returning these unused items, and I am very upset in the confusing changes in policies. I've never had an issue like this with ShopLc.

  Business response

  03/02/2022

  In reference to the correspondence which was filed due to a Return/Refund Inquiry. We did attempt contacting the client 3/2/2022, to inform her due to the inconvenience she had been refunded the full amount at this time which should take only 3-5 business days to reflect in her account depending on her banking or credit institution. At this time the matter would be considered resolved being client has now been reimbursed for the merchandise and the future payments have been made inactive on the invoices which were listed. If further detail is needed do allow us to know. Thank you and have a great day.

  Customer response

  03/03/2022

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

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a TLV oval 3 carat free size ?Tanzanite stone on January 7 with Tenner it was supposed to come with a certificate it was supposed to come with the Tanzanite book , it was supposed to be shipped free 2nd day air. I waited almost 4 weeks Ive sent 10 emails and Ive called more than 10 times waiting on the phone sometimes more than a half hour. I finally received the book -nobody told me the stone was on pre-order and they didnt have it in so much for second day air shipping !! and now Im still waiting and still waiting and arguing about the certificate that was supposed to come with a 3 plus carat? stone ? Every time I call I have to repeat my story over again and then Im told that as it is being escalated in so much will return my phone call within 24 to 72 hours. ****** called on 1/26 left message that it did not come with an appraisal which is not correct, there was no follow up I kept calling to reach her back. Then ****** called a week later and confirmed it did indeed come with the appraised certified certificate! She told me she had to check to see if I had to send the gem stone back. I waited another week, nothing. I called twice again and repeated myself. If you watch the recorded airing on the ShopLC ******** page of the gem stone on 1/7 it is clear it was supposed to come with the certified certificate!!Watch the video here https://www.facebook.com/shoplctv/videos/1092448661576450/

  Business response

  03/03/2022

  Thank you for the opportunity to work on this. We can confirm a certificate and new stone have been sent to the customer. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a product, when I received it, it wasnt as described, so I returned it and never got my money back. They kept the product and my money

  Business response

  03/02/2022

  Hello thank you for the opportunity to work on this. As we received a dispute for this transaction this delays refunds. However, we did process a refund on 2/27 manually to get the funds back to the customer. 

• Initial Complaint

  01/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 17, I placed and won a bid through the auction, January 22, I received an email that my order has been repicked so I contacted customer service to see what this was all about, it is either the ring is lost, damaged or you pick your closest choice and Ill run with that, but I was told to wait 48 hours to see how this item could be resolved. January 25, I called to see if there was any resolution, the answerwait another 48 hours. I have made a suggestion that there were a few of these items on the auction still, so rather than put new ones up, FILL YOUR EXISTING ORDERS FIRST! The agent suggested that I place a bid on any of the same items that I could find and let the bidding go as high as need to secure the item, then contact customer service and they will allow the new bid to bought for the same price as the old bid. Sorry, if you messed up the 1st bid what makes you think this bid will not be a hot mess too? I dont want to be saddled with an item 2, 3 or 4 times MORE than the item I first ordered, and I dont want my credit scores on my credit cards to go down by foolishly doing this practice. Example: if I place a high bid of $400 on the auto bid and the bid does get pushed to that price, then my card is charged, I have to hope that customer service will honor my previous winning bid price and will credit the difference back to me. How long will it take to give me the credit IF your company will honor this method? I dont have that much faith in this company anymore to do such a thing. What makes it so hard for someone to pull an item intended for the auction and have it sent to me? I have other items purchased through the auction on January 19 and I see they are on hold as well, I am not feeling very good about this whole situation. In the years I have been dealing with ShopLC, I have spent thousands of dollars and the customer service is drastically declining.

  Business response

  02/21/2022

  We can confirm on 2/7 one of our retention specialists reached out and left a voicemail confirming the following information:

  Invoice# RE39390226 item# ******* Problem: customer inquired about order delay of repicked RA item. RESOLUTION: order out for delivery today ************************** February 7, 2022, 8:23 am Out for Delivery, Expected Delivery by 8:00pm ************************************ Your item is out for delivery on February 7, 2022 at 8:23 am in ************************************ no answer LVM

  Customer response

  02/22/2022

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

*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. ↩