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:01/07/2025

  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.

  Subject: Formal Complaint Against Snow Commerce for Non-Delivery of Paid Order Better Business Bureau, I am writing to formally file a complaint again for their failure to deliver an order I placed and paid for. Despite multiple attempts to resolve this issue directly with the company, I have not received any response or resolution. Details of the Issue: 1. Order Information: o Item: ********* ******* ***** **** o Order Number: ********* o Payment Amount: $30.20 o Payment Method: ***** *** 2. Shipping Details: o Tracking Number: *** #****************** o Shipping Carrier: Mail Innovations o Status: The package has not been delivered, and Mail Innovations has confirmed they cannot locate it. 3. Attempts to Resolve: o I have sent at least eight emails to the company requesting a resolution, but I have not received any replies. o My requests for either a replacement item or a full refund have gone unanswered. Resolution Requested: I am requesting the BBB's assistance in securing a full refund for this undelivered order. The lack of communication from the seller and their failure to address my concerns are unacceptable. I appreciate the BBB’s support in helping me resolve this matter and ensuring that the seller adheres to their obligations to their customers. I am happy to provide any additional documentation needed to assist with this complaint. Thank you for your time and assistance. Sincerely, ******* Sosa

  Business Response

  Date: 01/07/2025

  Hi ******* - 

  Thank you so much for reaching out to us. We are so sorry to her that your order has not been received., We also reached out to UPS and USPS to see if they were able to trace your order, and it appears that it was either lost or not scanned while in shipping. We have gone ahead and issued you a full refund for your order including shipping.  There is still a chance this order may be received - please feel free to keep it. We apologize greatly for any inconvenience or delay in your order being received. You should see your refund in full back to the original method of payment within 3-5 days.

  Thank you again!

  Business Response

  Date: 01/07/2025

  Hi ******* - 

  Thank you so much for reaching out to us. We are so sorry to her that your order has not been received., We also reached out to *** and **** to see if they were able to trace your order, and it appears that it was either lost or not scanned while in shipping. We have gone ahead and issued you a full refund for your order including shipping.  There is still a chance this order may be received - please feel free to keep it. We apologize greatly for any inconvenience or delay in your order being received. You should see your refund in full back to the original method of payment within 3-5 days.

  Thank you again!

• Initial Complaint

  Date:12/26/2024

  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.

  I placed an order with ******** Shop aka Snow Commerce llc. October 11th 2024. We're i was expecting this item in November, in November i was told it was a pre-order and won't send till December. I still have not received the item and I have asked multiple times to be refunded. They send a generic message about delays in shipping. Which i requested a refund not a status update.

  Business Response

  Date: 01/08/2025

  Hi ******* - 

  We apologize you did not receive your item. We reached out to the vendor and customer support team who was working with your order prior to the migration of the site to a new provided. They have confirmed that you have been offered both a full refund of your order and your order will still be shipped to you once it becomes available. On behalf of both of our teams, we apologize for the delay in your order and appreciate your patience. Please look for your refund back to the original method of payment within 3-5 days.

  Thank you again and have a great new year!

• Initial Complaint

  Date:12/17/2024

  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.

  I ordered a shirt from the ** **** online. I have received no updates and the email address to send emails to is coming up undeliverable. i am concerned about the money that i've paid.

  Business Response

  Date: 12/17/2024

  Hi ******* - 

  Thank you so much for reaching out to us regarding your order # ********. We apologize that you have not received your jersey yet. We reached out to our vendor who have assured us that your jersey is in the final stags of processing and preparing to ship out to you. We understand that this may be a gift and wan to ensure that this is shipped to you as quickly as possible - we can't cancel the order because this has already gone into processing. What we have done however, is go ahead and refund you the shipping charges on your order, and if you still want to return your order when you received it, you can reach out to our customer service team who can assist you with that return.  We confirmed that your customer service inquiries have been received and you should expect an additional follow-up response to them.

  Please note, per the product page for the item you ordered,  Each jersey is made to order and takes up to 22 days to ship.

  ******************************************************************************

  If you have any other questions at all, please reach out to us, we are always happy to help.

• Initial Complaint

  Date:12/02/2024

  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.

  I placed an order with the Yellowstone TV Shop and an item was missing. I immediately contacted customer service about the missing item and they said another one would be shipped out to me. They sent it to some random address in ***** (I'm in NY) so I didn't get that either so I emailed back and notified them that the tracking number said it was delivered to the wrong place so they said another one would be sent out. They never sent another one and because this took so long due to their confusion the item is now out of stock. They refused to send another similar item and refunded me $12, which in no way fixes the issue. I said repeatedly I wanted the item and I was told I would get it. Still haven't received anything and they now say I am not going to.

  Business Response

  Date: 12/02/2024

  Hi ***** - 

  We are so sorry you had a poor experience with the customer service representative you sent out. We are showing that the missing item in your order was refunded on 12/2 due to this item being out of stock and unavailable for a replacement. We unfortunately, do not have a similar item with the same price as the item you ordered (the Yellowstone Dutton Ranch Puff Print Hoodie), which is why our agent was not able to send out a similar item. The only other item closes to it is the Yellowstone Dutton Ranch Hooded Sweatshirt which does not have the puff print.

  While it is normally not our policy to replace a lost/missing item with a similar item (we prefer to do a replacement of the same item or refund if unavailable), I'm happy to assist with a replacement of the above item ( ****************************************************************************************************************************************** ) as a courtesy due to your experience, and because we truly value you as one of our customers who have placed multiple orders with us. If this is acceptable, feel free to respond here with the preferred size and I can have that shipped to the same address as on your previous order.

  We appreciate you bringing this to our attention so that we can work with you on the best possible remedy to improve your satisfaction and experience.

  Customer Answer

  Date: 12/02/2024

  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,
  
  L**** M******
  

• Initial Complaint

  Date:11/05/2024

  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.

  I ordered a product on their website on 10/26/24 and paid for premium shipping. My confirmation said it would ship by 10/27/24 and be delivered by 11/2/24. I reached out to customer service via the address on their website on 11/3/24 and it came back as undeliverable. 11/4/24 I requested information via the chat function, filled in the required info, received an email that they will reach out to me during the business day, but have not received any followup.

  Business Response

  Date: 11/05/2024

  Hi L**** - 

  
  We are sorry that you have not received a response back from the customer service team.  We were able to locate your order and see where the issue is. these products are custom made and sewn and take approximately 16 days to process prior to shipping.  Your order is still in processing.  

  We have a couple of options - we can reach out to our team that handles the cut and sew process to see if we can cancel your order and issue you a refund for your order in full.

  If we are not able to cancel your order, we are happy to refund you a portion of your shipping.

  Please let us know how you would like to proceed.

  Business Response

  Date: 11/25/2024

  **** - 

   

  We are showing your order was already shipped out on 11/11 via **** tracking # ****************************** and was delivered on 11/18.  You can see the tracking information here:  ****************************************************************************************.  As a courtesy for this inconvenience, we have refunded your shipping.

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I would still like an apology and for them to change the language on their website about when products actually deliver.  
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:10/22/2024

  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.

  On 10/13/24 I ordered a ****** *** costume from this, let’s call it a “business”. I have never received this item. I emailed the business and was promised someone would investigate and call me back. I never received any further communication. The USPS says a label was created 10/15 but nothing was shipped. I guess the only way to reach this business is a complaint so here we are. I want a full refund or I will absolutely dispute this charge with my credit card company for a chargeback.

  Business Response

  Date: 10/23/2024

  Hi **** - 

  
  We apologize you did not receive your item. It does look like this was shipped out via *** ECommerce to be delivered by USPS ( ************************************************************* ) but this was lost in transit to the processing center. It is possible you may still receive this item - however, we have gone ahead and refunded your order in full for the delay and the issue with you receiving your order. Please allow 5-7 days for the refund to be returned back to the original method of payment.  In the meantime, you should have received a confirmation email to the email address used to place your order confirming the refund in full.

  We apologize again for the delay and your order being lost in transit and appreciate the order placed with us.
  

  Customer Answer

  Date: 10/29/2024

  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:09/21/2024

  Type:Billing 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.

  Purchased a Cartman towel from the South Park store discounted at 34 and shipping and tax led to 43 bucks, which is 86 cents above the regular price. I request an IMMEDIATE refund and the towel be shipped to me for free of charge. Thank you.

  Business Response

  Date: 09/22/2024

  Hi ******** - 
  
  We are sorry to hear you are not happy with your purchase placed on 9/20 that was still unshipped as it was in processing. Fortunately, we were able to cancel and refund your order before it was processed. Please note for future orders, the price of the item you are purchasing does not include the cost of shipping. That is calculated during check out and is based on your address. We are unable to refund you the full purchase of the item you originally purchased and still ship you this item.

  Your refund has been processed as of 9/22/24 in amount of $43.89 back to your original method of purchase. Please allow 5-7 business days (or sooner depending on your financial institution) for this refund to be processed back to your original method of payment.

  We apologize again for any inconvenience and appreciate previous orders you have submitted.
  

  Customer Answer

  Date: 09/22/2024

  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.  I apologize for any  messages I have sent to the business.
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:09/16/2024

  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.

  Hello I am writing this review to acquire a refund on a pre-order that I made back in February 2024. The item was supposed to be shipped in July 2024 and it was. I had to contact the **** gear shop customer support And ask about my two items. After contacting them, they told me that the item was delayed and will be released 4 yo 6 weeks later in August 2024. Also, I had to contact them No one ever told me that this item was being delayed. After that time has passed, I emailed them again and they told me that they We’re having issues with the supplier, and the item was being canceled and refunded to me. After waiting for the refund, I never received it. So I contacted customer support again and they got back to me September 9 and told me that I should have a refund to my ****** in 3 to 5 days. It has been a week and I still have not received a refund. I don’t understand how this is acceptable and I just want my refund and I will never shop here again. My order number is *********.

  Business Response

  Date: 09/16/2024

  Hi **** - 

  Thank you so much for reaching out to us regarding your refund. We confirmed with our customer service team that your refund was issued manually through ****** due to the time limit that our order management system places on refunds. Our CS team has confirmed that the ****** was sent through to your ****** account email address that you confirmed with that team.

  ****** is generally fairly quick to complete a refund - normally 3-5 business days at the most.  If you do not receive your refund, please let us know so we can assist you further.

  Thank you for your patience and we apologize again for any delay you may have experienced in your refund.
  

  Business Response

  Date: 09/23/2024

  Hi **** - 

  
  We apologize for this and did not realize that ****** was going to assess a fee for a refund.  We are going to go ahead and refund you 4.50 which will cover the refund of the fee plus any fees assessed by the 2.99% charge assessed.  Please give this refund a couple of days to process.

   

  I have attached the image of the refund that was sent through ****** for verification.  Thank you again for your patience and we apologize for the error.

  Customer Answer

  Date: 09/30/2024

  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.

  This is my opinion of the whole situation. I firmly believe that it should of not had to come to this to get my get my refund after contacting their customer support through email. This all could of been avoided if proper communication was made to let me know that this item had a production issue and was not going to be shipped. Again, I want to let you know that I had to go to them and email them to find out what is going on with my order they did not contact me first. There should be a revamp of the email customer service support to have proper communication and confirmation of results and faster handling of issues. I will never buy from this company again after this and will use word of mouth to inform other people not to and show my situation as proof to avoid them. Issued is solved but I am still not happy with how it went.

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

• Initial Complaint

  Date:08/22/2024

  Type:Billing 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 no idea who this business is or what it does. I did not knowingly enter into a business contract with them and believe they charged my credit card fraudulently on the following dates and amounts: July 15, 2024 ($102) / August 20, 2023 ($112) / July 30, 2023 ($110) / June 25, 2023 $110). These are the only confirmed amounts I can locate since my statements don't go back further than 2023. I demand a refund of $434, a cease of all future charges, and deletion of my information from all company and shared databases. Failure to do so will result in escalation to a complaint with the **** ******** ********* ******. Thank you.

  Business Response

  Date: 08/26/2024

  Hi ********* - 

  We are not showing any information on our side indicating these charges.  Can you please provide additional information from your bank statement indicating what these charges are for?
  

  Your bank statement should have a breakdown of company name and phone number as well as specific dollar amounts. This will help us with determining what you were charged and how we can assist you further.
  

  Thank you!
  

  Customer Answer

  Date: 09/05/2024

  
  
  I spoke with *** in your office this afternoon, and would like to re-open this complaint based on the fact that I did not receive your request for information dated August 26.
  I have attached a screen shot of unauthorized charges by Snow Commerce dating back to 2023 in the amount of $434. When entering www.snowcomme.oh in ******, the website that pops up is Snow Commerce.
  I demand reimbursement in this amount, and removal of my credit card information from their database. 
  Once again… I have had no communication with this company. 
  If Snow Commerce refuses to acknowledge that these charges are fraudulent, or does not make me whole and discontinue the billing process, please provide me with contact information for the **** Attorney General’s Office as I will be filing a Complaint with their office.
  Thank you,
  ********* ******** 
  ###-###-####

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22180279, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ********* ********

   

  I have attached a screen shot of unauthorized charges by Snow Commerce dating back to 2023 in the amount of $434. When entering www.snowcomme.oh in ******, the website that pops up is Snow Commerce.
  I demand reimbursement in this amount, and removal of my credit card information from their database. 
  Once again… I have had no communication with this company. 
  If Snow Commerce refuses to acknowledge that these charges are fraudulent, or does not make me whole and discontinue the billing process, please provide me with contact information for the **** Attorney General’s Office as I will be filing a Complaint with their office.
  Thank you,
  ********* ******** 
  ###-###-####
  

  Business Response

  Date: 09/06/2024

  Hi ********* - 

  Thank you for sending over the screen shot - unfortunately, this is not providing us enough information to locate any charges under your information.  These are showing as authorizations, not settled charges.  Can you confirm if you reached out to your bank to dispute these authorizations and to confirm if these authorizations fell off of your account and did not settle as purchases?  This would be the first step you should take if there are disputed charges that you do not recognize.

  Can you confirm if anyone else may have access to your credit card information or made a purchase under a different name?

  Thanks!
  

• Initial Complaint

  Date:08/19/2024

  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.

  On March 23rd I purchased merchandise from an online store they are contracted to run by ***** *******. When I ordered it said my order wouldn't arrive until August 3rd thru 7th. I still have not received what I paid for. I have proof that it cleared and the money was taken from my account. My order number was *******. Any time I have tried to search my order thru the online store it keeps telling me I have no orders.

  Business Response

  Date: 08/26/2024

  HI ****** - 

  We are so sorry you haven't received your order yet - this item was purchased during our second wave of orders and has been on Preorder pending shipment from our supplier.  This is scheduled to be shipped out this week. In the meantime, if you would prefer a full refund, we are happy to go ahead and issue a full refund and cancel the order. You can either reach out to customer service or send a message back via this complaint and I can make sure that this is taken care of for you.  Please let us know how you would like us to proceed.

  
  Thank you!