ComplaintsforGeneva Supply, Inc.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please note that ******-Interstate Music is now Interstate Music, LLC, located in *******, *********. I placed an order online at interstatemusic.com , (IM-****) on 3/28/2023, totaling $711.04. The full amount was debited on my bank account the same day. On 3/30/2023, I received email notices at 1:52 AM and 7:23 AM stating Order IM-**** was shipped and delivered. There is no available option listed for any other method of shipping other than **** I emailed ******************* stating at 11:46 AM I did not receive my order. I contacted them again at 5:09 PM requesting either a full refund or a reship with a signature release. Per their refund policy, less than 30 days have elapsed and the goods don't meet any exemptions listed. I want a refund of $711.04

  Business response

  04/12/2023

  This order (IM-3565) was shipped from our warehouse on March 29, 2023 with *** tracking number 1ZRX43830344641102. The shipment can be tracked using this link: **************************************************************************************************. According to the order's tracking information, the package was delivered to the correct address on March 30, 2023. Shortly after this package was marked as delivered, the customer filed a lost package claim with *** and contacted Interstate Music letting us know that their package had not been delivered. We responded to the customer's message very promptly and let them know that we would follow up with *** regarding the lost package claim they filed. *** reached out to Interstate Music on April 11, 2023 to collect more information for the claim and on April 12 we will able to submit all documentation needed to process the claim. In our last message to the customer on March 30, we let them know that we had reached out to *** and would update them as soon as we had more information. We communicated an update to the customer on April 12 with the information we have learned from ***. We continue to plan on keeping the customer informed on our correspondence with *** in order to resolve the issue at hand.

  
  Please see the attached files for proof of delivery provided by ***, screenshots of our conversations with this customer (with time stamps), and confirmation of the claim filed with ***.

  Thank you, Interstate Music

  Customer response

  04/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  04/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  1/11/22: Saw Amazon ad for 30 KN95 white masks from Hope ****** Supply.1/30/22: Rec'd. FIFTEEN (15) masks from *******, ** address.No further shipment received for remaining 15 masks or reimbursement for unshipped items. I contacted Hope ****** Supply- no answer. GENEVA SUPPLY **************** via email 2/9/22 said it had no access to HOPE's customer records. Therefore no help. Via ****** Maps I found distributor is GENEVA SUPPLY, INC. at location within walking distance of Hope mailing address. GENEVA SUPPLY's ******* distribution center is short walk from HOPE HEALTH SUPPLY's return address on mailing label of 15 masks shipped.Mailed consumer complaint form to ******* AG. They "investigated"; could not find Hope ****** Supply. 4/6/22: I found Hope's distributor, Geneva Supply, and the ******* business address it does business from. Geneva's ******* distribution warehouse has separate and different address from Hope, BUT the two addresses are a short walk apart.

*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. ↩