(KTVI) - A popular New York-based online business that sells discount jewelry, clothing and electronics is facing a wave of complaints from customers who say they have been frustrated in their efforts to get the items they ordered or refunds for defective or missing merchandise.
Chris Thetford talked with Elliot Weiler about the St. Louis Better Business Bureau (BBB) advising caution when dealing with NoMoreRack.com, which lists an address in New York City. NoMoreRack.com markets its website and products extensively on social media sites such as Facebook.
Customers across the nation, including several in the St. Louis area, have filed more than 2,200 complaints against the business, more than 1,300 of those in the past 12 months. The company has an “F” rating with the Metro New York BBB, the lowest possible.
The complaints cover a wide range of concerns, including incorrect, inferior or defective merchandise; issues with customer service; items mailed to the wrong cities, and an unwillingness to make refunds or exchanges.
“I will not order from them again,” said a woman from Altamont, Ill.
“I can’t even get hold of anyone to resolve this issue,” said a customer from Troy, Mo.
A customer from Sherman, Texas, complained: “I wish I had never bought from them. What a headache!”
The company advertises savings of 50 percent to more than 90 percent.
Michelle Corey, St. Louis BBB president and CEO, said the complaints indicate a “chronic and disturbing pattern of problems” associated with NoMoreRack.com. “This company has a responsibility to treat its customers with fairness,” Corey said. “Unfortunately, we are seeing too many cases where it appears this may not be happening.”
The company’s website says: “With incredible products, super low prices and friendly customer service, we strive to be the top choice in the online shopping scene!”
NoMoreRack.com says they are able to offer deep discounts on daily deals by taking advantage of manufacturer closeouts, overruns, overstocks and canceled orders.
A woman from St. Louis said she ordered $50 in clothing from NoMoreRack.com and received her items two weeks later. When she discovered the merchandise was the wrong size, she tried to make arrangements to exchange it, but the company refused, saying the items were not returnable. “It sounded like a great deal. But if you can’t exchange an item, why would you deal with (the company)?”
A St. Louis consumer said he received a defective tablet computer from the business, but the company refused to allow him to return it for a working model at the same $60 price. He said a company representative told him his only option was to pay an additional $100 for another tablet. He described his interaction with the company as, “less than poor.”
Records with the New York Department of State show NoMoreRack.com, Inc., first filed registration papers as a Delaware corporation on April 27, 2012. Delaware Department of State records show the company was incorporated in that state four days earlier.
Metro New York BBB said that NoMoreRack.com has responded to an inquiry regarding a pattern of complaints, but failed to provide a sufficient explanation of how the company intends to correct the issues they have been experiencing “regarding the shipment of incorrect, inferior or defective items.”
St. Louis BBB offers the following tips for consumers ordering items online:
- Order from reputable businesses, and be careful of businesses you know little or nothing about.
- If you do order from an unfamiliar company, try to reach a customer service representative by phone or email before ordering. If you can’t reach a real person or if you are put on hold for a long period before being able to speak with someone, that could be a sign of problems.
- Read and understand the company’s terms and conditions, which usually are printed on its website. Pay close attention to the firm’s refund or exchange policy and know how long you have to return an item in the event you are not satisfied.
- Pay by credit card whenever possible so that you can challenge the charge with the credit card company if there is a problem.
- Get a BBB Business Review by going to www.bbb.org or calling 314-645-3300.
- To file a BBB complaint, go to https://www.bbb.org/consumer-complaints/file-a-complaint/get-started.