Shopatron, Inc.

placed an order an was insured delivery by Friday, 10/13. Package did not arrive. no tracking info provided.
(Unique Transaction ID #O-4DM898117S108122P)

Review: I placed an order online and was charged for the order and am still waiting to receive the order for three weeks. I have notified shopatron numerous times and they have not responded to my requests in a timely manner nor have they responded to my request for a refund if they are not able to ship my order promptly.Desired Settlement: I merely want to file a complaint to request a refund I never received.

Business

Response:

We apologize for the delay with the order. The order item was shipped on 2/24/15. Apparently, the package has been lost by the Postal Service. The consumer will receive a full refund due to the loss of the package. The Fulfillment Partner has reshipped a replacement item on 3/17/15 for the inconvenience. Our apologies to the consumer for this inconvenience.

Review: Purchased product through Bern website on December 16th. According to both Bern and Shopatron, orders placed by December 19th may not arrive before December 25th and TO MAKE SURE that order arrives before the 25th that to use a guaranteed delivery date. Placed order on December 16th to ensure that order ships on time but didn't received confirmation that order shipped until the 20th stating that " Your Bern Unlimited order has shipped!". Unable to look up tracking number updates on FedEx website. Called FedEx Monday morning December 23rd and was told that tracking number is valid but no records that order shipped. Finally FedEx website updated tracking information that package left destination late afternoon the 23rd and that package will not be received until December 26th. Called Shopatron customer service and was told that they never used the word "guaranteed" only the words "to make sure" when pertaning to their holiday shipping policy and regardless of what their policy says that there should be some delays expected. Since order was purchased as a gift and delivery address provided was for the destination of Christmas gathering and not from residence of order owner (2.5 hours roundtrip) , that order will become useless if delivered the day after Christmas. Also that since receiver of the package DOES NOT reside at shipping address that returning the package will pose a hassle. Asked Shopatron customer service represenative for prepaid shipping label but was told that it was not their responsilbilty to pay for the return. Informed Shopatron customer service that since they weren't able to the carry out what was stated by their shipping policy that they should be the ones responsible. Was then told that since the package will still eventually arrive at destination regardless of their shipping policy that they are not responsible.Desired Settlement: Order will be kept since an alternate gift was not purchased. Order discount of 25 percent due to the inconvenience of the following:-Driving a total of 3 hour total to retrieve package at original destination-Inconvenience caused by not being able to give present on Christmas day

Business

Response:

We apologize to the customer for missing his due date for Christmas. We have spoken to the customer and have refunded an amount equal to the original shipping fee on the order. The customer has confirmed that this will resolve the issue.

Review: I ordered a Simplicity Vacuum threw Shopatron. I did ordered the wrong replacement bags. I bought the Vacuum in April, I never thought to look at the replacement bags until I needed to change it. The bags were placed in the same box in a plastic bag with the original box for the bags in the same box the Vacuum was sent in. Who would think to look at the bags when they were ordered with the vacuum, I would think the company customer service would call or email stating I placed the order incorrectly for the bags. You can bet if my address or payment information was incorrect they would notify me in a flash. I have contacted Simplicity to let them also know how Shopatron was treating me and maybe consider not doing business with them.Regards,Steven BrownDesired Settlement: Simple do the right thing and exchange the bags. Under the circumstances I don't think this is unreasonable I would expect better customer service before the machine was sent. Yes time has passed but once again I would expect a refund.

Business

Response:

We apologize for the confusion regarding the return of your vacuum bags. Although the return policy states 30 days to initiate a return, we understand your unique situation. Simplicity will ship the correct bags to your home at no cost to you. We have also taken the liberty of refunding the cost of the original bags for the inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10689556, and find that this resolution is satisfactory to me.

Regards,

S[redacted]

Review: After buying some replacement parts from Can Am which uses Shopatron this company (shopatron) tried to open up a credit account with PayPal Credit under my name and using the address I had sent the parts to (Arizona which is where my atv is). I then received a inquiry notice and a rejection for credit I DID NOT AUTHORIZE !! The credit application was for the address in Arizona where my atv is but I do not live there. I can say with all certainty I DID NOT AUTHORIZE THIS APPLICATION because I already have credit with PayPal and that is how I paid for the parts I bought.Desired Settlement: I want an Official written apology from this company as well as documentation that they have removed the inquiry from all 3 credit bureau's.

Business

Response:

On 08/06/14 The customer placed two orders through shopatron. 9[redacted]36 and 9199132. Both orders used PayPal forPayment. Due to stock issues, order#9[redacted]36 was reassigned to another fulfillment center after the original PayPal payment was made. The new fulfillment center did not require state sales tax, so the customer’s PayPal account was issued a credit for $5.46. At no time did Shopatron attempt to create a new account for the customer. We assume that the customer was confused by the tax refund credit. Shopatron apologizes for any confusion about the credit to the customer's PayPal account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10200151, and find that this resolution is satisfactory to me.

Regards,

Review: Since 11/13/2014 I have tried to purchase an Austin Air Healthmate air purifier. My first attempt - from Amazon was sold by a distributor in NY. It arrived to my home in defective condition. I believe it was USED. It was so badly packaged it had no way to arrive in tact. It was not packaged as a new unit should. The owners manual was creased, folded with paint stains on the front.I returned it and decided to order directly from the Austin Air website. I purchased the machine on 11/25 for $650.00. Apparently. Austin Air redirected the purchase to SHOPATRON, who then redirected the shipping to T&H Sweeper company. This air purifier arrived in worse shape than the 1st. It would not start, it was covered in black residue, it made a terrible ratting noise, and had multiple dents. I took pictures of the damaged unit. I returned it to SHOPATRON (via T&H Sweeper). They said it was FEDx fault. They shipped another unit to me.I received it from Fedx. The package was undamaged. I had high hopes. I unpacked the box and found a unit with a large dent in the control panel. I examined the packaging. This damage did NOT happen during shipping. THIS DAMAGE DID NOT HAPPEN DURING SHIPPING. Again, I had to take pictures of th unit, waste my time contacting these distribututors and returning this unit. I have since contacted Austin Air and filed complaints in their state of NY. I believe these units shipped by SHOPATRON are used, returned, damaged units being re-shipped to consumers over and over. And, likely being charged to FedX and UPS as shipping damages. I don't like my time wasted. It's been 6 weeks and I still don't have the air purifier. The only communication I got from SHOPATRON was an invoice for $650 and some anonomous emails from "Order department" asking for feedback. Of which, my three feedbacks were ignored. They never replied. I believe SHOPATRON is largely responsbile for these units being mis-shipped, mis-handled, and then re-shipped to consumers.Desired Settlement: They took $650.00 from me and have never offered to compensate me for my lost time, effort and frustration. I want to be reimbursed for my time - picking up these units from Fedx,taking pictures of their damaged defective products, communicating with their distributors, re-packaging their defective product, shipping it back out - twice, and my frustration. They need to be held responsible.

Business

Response:

Shopatron is not affiliated with Amazon and can not speak to the quality of a machine ordered through Amazon.Shopatron is an order processing center and does not ship any product. Our policy with all fulfillment centers requires products be shipped in new, unused condition. We have refunded the customer 15% off the order value for the inconvenience of receiving a first machine damaged in transit as well as a replacement machine that had a defect.Shopatron has confirmed with the customer that she received a third unit via UPS on 12/24 in good working condition. The customer has confirmed this resolves the issue.We apologize for any inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10355808, and find that this resolution is satisfactory to me.

Regards,

Review: I purchased Thule roof racks back in August. After installment, the rack on one side would snap off at high speeds and become loose. Tried reinstalling three more times, even taking it to a dealer. Contacted Shopatron for a refund process (I was still within 30 days) and automatically the representative denied me because I was honest and told her I installed it and the product is defective. She said "can't do a return, it's used." EVEN WHEN THEIR WEBSITE SAYS "YOU ARE ALLOWED TO REFUND EVEN IF YOU ARE SIMPLY NOT SATISFIED." So that lack of professionalism right there already got frustrated but I still went on and called Thule Corporate themselves. They okayed my refund and told me I should not be getting denied a refund so I received the return email to print out and went to the UPS store, paid around $70 to priority ship back all in original packaging and boxes. Haven't heard anything for a week and get the package shipped back to my house. I automatically refused it and contacted my credit card to start a dispute. My credit card company notified me that the merchant made up a lie and said that upon installing, the racks were "bent" therefore that disqualifies the refund. The racks were never bent, the merchant needs to think of a better lie. To this day I'm still in the middle of the dispute all while the racks being in their possession. DO NOT SHOP ANYWHERE WHERE SHOPATRON CONTROLS YOUR MONEY. You won't ever get it back even when you are eligible for a refund.Desired Settlement: I just want my money back. They have their defective product in their possession and yet they still have my money.

Business

Response:

Whenever a damaged or defective product

is received by a consumer, it is standard practice to refer the

customer back to the manufacturer for warranty coverage. The

defective item was misdirected to the original shipping location.

Since the item was not in new condition the retailer automatically

rejected the return. We have since spoken with the manufacturer, the

retailer, and the consumer. The defective product is on it's way to

the manufacturer and the customer will receive a full refund. The

customer has confirmed this resolves the issue. We apologize for any

inconvenience this has caused.

Review: On 03/02/2014 I ordered a "THD Quintet" device From Shopatron/THD-Electronics. After about a month of waiting for its arrival, I began to contact Shopatron about this. They kept telling me to "hold on...it's just shipping now". I also attempted to contact THD Electronics via email and phone and got no response. The order number for Shopatron is NNNNNN. Finally, On April 30th I got an email from Shopatron saying the product shipped. I also got an email from UPS saying that my tracking number is XXXXXXXXXXXXXXXX, and that the "Electronic Shipping Information has been received". Attempts to contact USPS, besides this tracking page have been unfruitful, but the text on their site seems to indicate that only the "information about the product" has arrived to USPS, but not the product itself.This "Quintet" is an integral part of a larger project for which I have ordered many other parts. Just getting my money refunded isn't a good option, and leaves me with a pile of expensive parts I don't know what to do with.So, I did some searching on the web, and found some disturbing forum posts that indicate a number of people have had similar problems with THD electronics, that THD/Andy Marshall are unresponsive, and owe many people money and equipment. THD Electronics/Shopatron still has a website up, through Shopatron, and are presenting a false impression that they are still doing business when they apparently are not.I am sending this same complaint to both THD Electronics and Shopatron for giving a false impression that THD is a valid and operating business. If THD is that unresponsive, Shopatron should terminate their relationship with then and stop hoodwinking people like myself with the appearance that they are "doing good business".Desired Settlement: I would like to receive the Quintet that I ordered. As I said, this "Quintet" is an integral part of a larger project for which I have ordered many other parts. Just getting my money refunded isn't a good option, and leaves me with a pile of expensive parts I don't know what to do with.Alternate solution:If THD electronic is truly not doing business any more, then Shopatron should take down their THD page and stop taking money from people.

Business

Response:

The THD company is very much still in business. The item ordered by the consumer is a custom part that unfortunately does take some time to prepare for shipment. The order item was shipped on 4/30/14. Apparently, the package has been lost by the Postal Service. THD will be reshipping the order item on 5/19/14. Also, the consumer will receive a full refund due to the inconvenience of the lost item. Our apologies to the consumer for this inconvenience.

Review: Ordered from PRIER Products website, and invoiced for "C-144CP-807: Parts Kit for Style Prier C-144, Seat Washer Kit, Packing Kit, Handle Kit, VB Kit-Bulk Pack Cup, QTY of 6 ea only" Price USD $13.69 plus shipping. Vendor shipped and I received part number "C-144KT-807, Qty 1," even though invoice provided with order showed the correct part number C-144CP-807 (a 6 unit bulk pack).I contacted vendor asking where were other 5 kits included in bulk pack. Vendor advised listing was "mistake" and has since removed from web site. Shipped me 3 additional units to make up for "listing mistake."Now have only 4 of the 6 units advertised under part number C-144CP-807. Vendor is ignoring my request for the remaining 2 units already paid for.Desired Settlement: Now have 4 of the 6 units advertised under part number C-144CP-807. I want the 2 remaining units of the 6 described as being contained in part number C-144CP-807 that I ordered and paid for.

Business

Response:

We have spoken to the fulfiller of this order. They have confirmed that there was a quantity typo on the information regarding the order item. The consumer was charged for a single unit only, not six. The fulfiller has agreed to ship the 2 outstanding items to the customer at no additional charge. We apologize to the consumer for the misunderstanding about the quantity of the item and any inconvenience experienced while resolving the problem.

Review: I deduction from a business account of 5,662.04 dated January 07, 2015This business is a sole ownership my brother being the sole shareholder My brother died December 23, 2014. The store was locked down on December 24. I have been appointed the administrator of my brothers estate which includes his business. I have called Shopatron and they state this was an order from his company Camera Bug however no other information can or will be given me. No merchandise has been shipped to this company. No one could sign for any shipment due to the unaccompance of the store. 14I am told this is an ordering processing company. The business closed December 24 2014. No business should have occurred after this date. Calls to Shopatron end with there is nothing we can do to help you. We can not trace an order, nothing we can do to help you. If this was an order placed after December 24 who placed this order? Why can't this information be traced in Shopatron system. A refund of 5,662.04 should be refunded to my brothers Estate - no merchandise and Shopaton telling that that there is NO way to track this order.Desired Settlement: I will need a letter for the Probate Courts from Shopatron resolving the errors /fraud presenting to the full refund to my brother's Estate.

Business

Response:

Camera Bug was a retail partner that shipped online consumer orders through the Shopatron order management system. The outstanding invoice owed to Shopatron was written off as uncollectable in Auguast 2015. Shopatron is able and willing to supply copies of this invoice. Shopatron would like to confirm we did not deduct $5662.04 from the specified account. Shopatron suggests this may be a wholesale order placed directly through a Manufacturer. Please contact Shopatron and we will provide additional contact details for the brands Camera Bug fulfilled for. We apologize for any inconvenience.

Review: Sent confirmation of purchase and allowed me to think for a week it was coming then never informed me they canceled it. On October 15th I ordered, and got a confirmation for, an item that was advertised online. On the 19th with no word yet I went to my Nephews birthday party and showed him a picture of the telescope and said 'this is what you are getting but it isn't here yet.' A few more days pass and I check online only to find out it was cancelled without any notice or reason. After several phone calls between the fulfillment company and Meade they tell me it was a limited stock item. The problem is that when I purchased it the email didn't say 'if you are one of the lucky winners', it said it was a confirmation. It is not my responsibility to go in the back room and check stock for items before buying them. Their web site could have said '2 left', '1 left', 'you lose.' It didn't and I made a promise based on their word. I will also be filing a complaint against Meade Instruments because I did not choose their fulfillment agent.Desired Settlement: They can find me a left over unit or they can replace it with the next model up. I don't expect them to do it but truth is that I also want others to be warned of their business practices in hopes that they will avoid the problem I have now.

Business

Response:

The consumer purchased a sale item from the manufacturer’s web site that had a much bigger response than anticipated. Unfortunately there was not enough stock to fulfill all of orders captured for the item and the consumer’s order had to be canceled. The consumer was never charged for the original order item. We have contacted the manufacturer and they have offered a similar item at the same price as the original item. The consumer has accepted the substitution. The order will be shipped as the consumer agreed. We apologize to the consumer for the inconvenience.

Review: I bought a sink online from Home Hardware, and when I tried to return it to Home Hardware (it was the wrong colour), they would not refund my money. They said I had to go through Shopatron. So, I called Shopatron, and they said they do not do refunds. Then, I called them, and they said they would resolve the matter with Home Hardware. I haven`t heard from Shopatron, OR Home Hardware, despite the fact that I have been to Home Hardware twice about the matter, and several emails to Shopatron. Shopatron assured me they would resolve the problem, and they haven`t. It has been several weeks now.Desired Settlement: I would like to return the item to Home Hardware. ( I have tried twice). , and would like my money refunded.

Business

Response:

We apologize for the complications and delay with your return and resolution! In coordination with the store location, we generated a return number and emailed it to you. We also left a voice mail message for you yesterday with additional contact information should you need it. A full refund will be processed once the item is received back at the store. Our apologies for all inconvenience!

Consumer

Response:

Review: 10762607

I am rejecting this response because: I returned the sink to Home Hardware as per shopatrons instructions, but I have not received my refund. It has been approximately 2 months, but I haven`t received my refund from Shopatron. I checked my last two Visa statements, and there is no refund.

Regards,

G[redacted]

Business

Response:

Our apologies for the difficulty. We have confirmed the refund cleared our system in the overnight hours on Oct. 7. You should see it within the next 3-5 business days depending on your bank or statement cycle.

Shopatron has recently denied me a refund based on the cardboard box that I returned my item in. The item was never used - although they accused me of using it - and the packaging was far superior to what they sent it to me in originally.

Shopatron justifies their existence by denying customers refunds. They very politely tell you to go pound sand. Buyer beware when a transaction involves Shopatron. My suggestion - avoid them at all cost. I know I will.

Review: The company Shopatron does not provide for shipping costs reimbursements in case customer is returning purchased items (including cases of defective merchandise).Desired Settlement: Getting a refund of shipping costs of defective returned item upon the exhibition of the shipping receipt.

Business

Response:

Whenever a damaged or defective item is received by a consumer, it is standard policy for a free pre-paid shipping label to be provide the the consumer to cover in return costs. The consumer created a return on his own and apparently returned the defective item at his own expense before contacting shopatron to report the issue. The return has now been received and accepted by the shipper. In addition to the refund for the item, shopatron has applied an additional credit of $17.29 to the consumer's credit card to reimburse him for the return shipping of the defective item. We apologize to the consumer for any inconvenience.

Business

Response:

No disrespect to the customer was intended. No pre-paid shipping label had been sent because we were unaware of the customer's issue until he had already return shipped the item. We apologize if the customer had difficulties contacting our order support department for help with the initial request for the return. The credit for the customer's return shipping has been applied as the customer requested.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9890247, I still need to clarify that I did not have difficulties in contacting customer support, instead it was impossible to contact the vendor [redacted], and when I contacted Shopatron over the phone I was expressely told that the return shipping charges were supposed to be paid by me.

Having said the above, however, I now find that this resolution is satisfactory to me.

Regards,

Review: We delivered a product for the client, #10[redacted]14. Tracking shows that the product was delivered PER UPS Current Tracking Number1Z6[redacted]0696They stated never received and debited the payment, this was done on the same day, they did not allow for a UPS to look into the delivery, Nor would they confirm the address. We are looking to recover the 116.36 that was debited from our account.Tracking shows that the product was delivered on time per there shipping policy, which states that only product with a cost of over 250.00 need signature tracking.There shipping policy was followed!Desired Settlement: 116.36 refunded

Business

Response:

Shopatron's Fulfillment Policy, as noted in the Fulfillment Support Center, clearly states the following:"Damage or loss during shipment is the responsibility of the Fulfillment Partner. A Fulfillment Partner must replace or rectify an order that has been lost or damaged in-transit. If a Fulfillment Partner isuncooperative with ensuring consumer satisfaction, Shopatron will place a fee to the Fulfillment Partner's account for the order value, and reassign the order to a new Fulfillment Partner for shipment."On 12/1 Shopatron reached out to the fulfillment partner and requested a lost package trace/claim be initiated for this package as the customer stated they did not receive the order. The customer did their due diligence by checking with neighbors and postal carrier in attempts to locate the lost package. It now becomes the fulfiller's responsibility to file a lost package claim with the carrier. The fulfillment partner refused to cooperate with the request for a claim so Shopatron issued a refund to the customer per policy. The next step for the fulfillment partner to recover his losses would be tofollow through with the lost package claim.

Business

Response:

Per your request, a link to the fullpolicy is here:http://www.orderhlp.com/index.php?/Fulfillme[redacted]iew/106/15/shipping-p...⇄ on the UPS tracking number provided, the trace has still not been initiated in an attempt to locate the package. It appears the fulfillment partner is still refusing to initiate the lost package claim. As stated by the Fulfillment Partner, “few packages are ever lost, a simple check with UPS would have located it” As initially requested, please initiate the Trace with UPS to locate the package.

Consumer

Response:

Review: 10326380

I am rejecting this response because:Per there comments

As

stated by the Fulfillment Partner, “few packages are ever lost, a

simple check with UPS would have located it” As initially requested,

please initiate the Trace with UPS to locate the package. It did not matter if I opened a case, they pulled the money from or account, before a case could be opened or the product located. Opening a UPS case would do nothing, They took my funds before any case was or could be opened and refunded the client. I did not issue a refunded Shopatron did, not allowing for UPS to open a 48 hour trace is the issue. If was indeed lost fine, However a case needed to be open prior and allowed, prior to the refund being processed. They comments were refund now or reship, NO Waiting for a CASE< NO OPTIONSI ASKED to allow UPS to do a trace there comments we refund client now and they did!I ask for the 116.00 because SHOPATRON did not follow what is considered proper procedure!

Regards,