ComplaintsforArctic Supplies

• Initial Complaint

  11/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have an order that I never received. I have tried for weeks to get in touch with them through email and phone and can not get them to respond. I spent over $250 Im beginning to think this is a fake company and I got scammed

  Business response

  11/17/2023

  Hello,
  
  It looks like this order was placed via Amazon and a request has already been made for it to be cancelled.  A full refund has already been issued for this order.

  Customer response

  11/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  i would like to find out why you never shipped this, and why its impossible to get you on the phone. I work in party planning , and want an explanation before I tell all my clients not to use you

  Business response

  11/17/2023

  Hi ******,
  
  We do sincerely apologize for this order taking slightly longer than normal to fulfill.  We were hoping to have the cups in this order completed and shipped today but we do understand if they were needed prior to today and have agreed to cancel the order per your request.  To inquire about an order placed via Amazon you would need to send a message via the Amazon platform as our local office does not have access to Amazon order information.
  
  Thank you,

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order for 3 different sizes of ice cream cups on 9/19/2022. I ordered for the cups to be delivered to my home address and after months of waiting for it to come it still hadnt. My order confirmation is #*********. I would like to just cancel the entire order and get a refund as I have been waiting for months.

  Business response

  01/19/2023

  Hello,
  
  This order was cancelled on the day it was placed (9/19/22) and a full refund was issued at that time.  Unfortunately, we do not have the ability to offer free shipping to ****** addresses as the cost to ship these items there often exceeds the price of the items themselves.  We sent you an email at the time of the cancellation to advise you of this and also replied to your email to our customer support team earlier this week.
  
  We sincerely apologize for any inconvenience this may have caused.  Please let us know if there's anything else we can help you with!
  
  Thank you,

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hey, had this issue before with Arctic supplies. Placed my order almost a month ago and haven't heard a thing and the website says it's still processing.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/18) */ Hi ******, It looks like you did reach out to our customer support team before opening this case and we were able to assist you with getting the order cancelled. We are going to go ahead and close this case now. If you need any further assistance with this or any other orders please feel free to reach out customer support team directly at *******@arcticsupplies.com. Thank you

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for supplies for my business over a month ago. They've charged immediately but have not received any communication or product since. I have left voicemails and have emailed with no response. I would like a refund.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/08/10) */ Hi ********, We were able to locate on order in our system matching your name (order # XXXXX). This order was placed on 7/11 and both items have already been delivered. The cups in this order were delivered on 7/21 with UPS # 1ZR130WXXXXXXXXXXX. The spoons were delivered on 7/26 with UPS # 1ZR130WXXXXXXXXXXX. The tracking information for both items does indicate "*******" as the recipient's name. If you have any further questions regarding this or any other order please feel free to reach our customer service team at ****@arcticsupplies.com. Thank you,

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Day, I purchased 48c/s of Ice Cream Cups & Lids on the 27/Jul, the payment was swiped the same day, a total of $3,946.00 and everyday I have sent an email or tried calling several times each day to get an update on the delivery date and no one answers my calls or responds to my emails. Calls go to voicemail and my order just says processing. I am truly fed up of trying to contact this supplier, I am now wondering if this is even a legitimate company or a scam.

  Business response

  08/31/2022

  Business Response /* (1000, 10, 2022/08/18) */ Hi Neela, It looks like you reached out to our customer support team after creating this case and we were able to provide you with an order update. Now that all items in both orders have been delivered we will go ahead and close this case on our end. If you need any further assistance please don't hesitate to reach out to our customer support team at *******@arcticsupplies.com. Thank you! Consumer Response /* (3000, 14, 2022/08/23) */ Good Day, I would like to re-cant a post made today as more of the goods was delivered and all we are missing now is 2c/s of the 4oz Ice Cream Cups. I was not able to do it this morning, can you remove post for me please and allow me to add a revised post? Neela ******* MCIPS PROCUREMENT OFFICER PEPPERCORNS & FRESH P (XXX) XXX-XXXX Ext.1243 F (XXX) XXX-XXXX JRJ Warehousing Compound, Bhagoutie Trace, San Juan, Trinidad & Tobago, W.I. Business Response /* (4000, 16, 2022/08/25) */ Hi Neela, As per our email conversation, we were able to get the two missing cases re-shipped out to you and those are now in transit with UPS # 1ZR130WXXXXXXXXXXX. If you need any further assistance regarding this order please feel free to reach our customer support team directly at *******@arcticsupplies.com. Thank you

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I made one order of 600 cups and 600 lids with this company on August 28, 2021. The shipping took a long time, but the original order was delivered. However, I just discovered on my credit card statement that on October 7, 2021, they charged my card for another order of 600 cups and 1,800 lids for $260.80, which I never ordered. If this isn't bad enough, the order in the account says it's "On Hold," so they never even shipped this false order. Not only did they charge my card $260.80 for an order that I never made, they also never even shipped the bad order. Of course, I have already emailed their customer support and have not got anything close to an acceptable response or resolution, so I have been forced to get their attention here. I want a full refund for this bad order and wrong charge on my credit card because I never made this order in the first place and it was never even shipped out.

  Business response

  08/25/2022

  Business Response /* (1000, 9, 2022/07/14) */ The order was placed via our website on 10/7/21 from IP address ************. The customer had ordered from us prior to this from the same IP address. The order contained 4 items totaling $260.80. 3 of the 4 items were not in stock at the time and were cancelled and refunded per the customer's request. Customer has acknowleged receiving this refund. The 1 item that was shipped was successfully delivered on 10/27/21. We obtained a delivery confirmation from UPS and the delivery address matches the order address. I am attaching a copy of that delivery confirmation as well as a screenshot of the order info. Consumer Response /* (3000, 11, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never received any of the items that we were charged for in October, 2021. After emailing several times about this order that we never received more than 9 months ago, they finally refunded us for 3 out of 4 cases. They provided a UPS document showing that one of the cases was shipped and signed by a person named Roxanne. However, this person Roxanne has never been associated with our business, and we do not know who this person is. If you look at the UPS shipping document that they provided, the shipping address they put on the package is wrong. We gave this company the exact shipping address with the recipient's name and the business name. However, the shipping address that they provided to UPS did not have any recipient name or business name, which we explicitly provided. This was one of the reasons why we never received the package at all. Also, they wrote the wrong street number on the shipping address. Our street number is XXXXXX, and they left out the A in the street number so the package was delivered to the wrong place. Also, our business opens at 12PM, and the package was delivered at 11:12AM, which means we never received this package. Due to this company's mistakes in putting the wrong street number in the shipping address and omitting the recipient's name and business name (which we explicitly provided) in the shipping address, the package was shipped to the wrong place and given to the wrong person who we do not know at all. The package was also delivered before our business was even open so we definitely did not receive it. Therefore, we are entitled to a refund for the case of cups that we never received.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered four boxes of ice cream cups for my frozen yogurt business on April 21,2022. This company charged my credit card that same day. About a month later I received one box and a the second box about a week after that. I have not received the last two boxes as of today 6-9-22. I tried reaching out numerous times to them and am getting no response. Today I notified my credit card company. I paid for something in April that i still haven't received in June. Will never do business with this company again.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/16) */ Hi ******, Thank you for contacting us regarding your recent order. We do sincerely apologize for the 16 oz orange cups in your order still being on backorder. We have gone ahead and processed the cancellation and refund of that item as per your request. If you have any further questions regarding this order please feel free to reach out customer support team at **************************. Thank you

• Initial Complaint

  05/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a case of 16oz ice cream bowls in April and when they arrived and realized I needed 12oz bowls instead. I received return authorization from customer support, I paid $80 and sent the bowls back via FedEx for an exchange, got confirmation that the bowls had been returned via FedEx tracking number, and now weeks later I still haven't received my exchanged box of 12oz ice cream bowls. I have emailed several times, called and left voicemails several times, and weeks later I haven't received any response from Arctic Supplies. I just want my 12oz pink ice cream bowls.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/06/01) */ Hi ******, It looks like we did already respond to your email regarding this. Your return case of the 16 oz cups was received and the new case of 12 oz cups has been shipped. It is currently in transit to you with UPS # ******************. This information was also sent via email to the address associated with your account. If you have any further questions regarding this order please reach out to our customer support team directly at support@arcticsupplies.com Consumer Response /* (2000, 7, 2022/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Arctic Supplies only responded to my request AFTER I submitted my BBB complaint. My bowls are now expected to arrive today (Friday, June 3rd)

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered product and paid for it via Paypal on May 5th. I received a confirmation letter that informed me products usually ship within 1-2 business days. My order still says processing and I have not been able to get ahold of anyone via live chat (which is a joke) or phone. I have left messages. Crickets. This is not my first time ordering from them or had problems with delayed shipping. The last time, they sent the wrong product and it took a couple more weeks to get the correct product. This is an ongoing problem and no one has reached out to attempt to resolve or communicate the issue. Before someone says that they sent a response, like on so many other complaints that I see, I will verify that I have had one automated response related to a live chat message I left (which there were more than one this month that I left), and it said that my request has been received and is being reviewed by the support staff. I can supply documentation if requested.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/05/22) */ Hi *****, We do apologize that we were not able to deliver the backordered items in this order as quickly as we would have liked. We have gone ahead and processed a full refund for the purchase as per your request. If you have any further questions regarding this order please feel free to contact our support team directly at *******@arcticsupplies.com. Thank you Consumer Response /* (3000, 7, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I were to click yes, that I accept the response, it states that I am satisfied with the business' response, which I am not, but it is done. I received a response that my order was cancelled and then a separate email with an explanation that the product was on back order after I informed them that I didn't cancel my order. Had there been any live chat responses, emails, or return calls, this would not have had to go to BBB. Communication is key when running a business and they should know this, especially when dealing with other business owners. Communication allows business owners to prepare for other options while waiting on product to arrive. Business Response /* (4000, 9, 2022/05/31) */ Hi *****, We certainly understand your frustrations. As mentioned in our previous response, because the items in your order were out of stock at the time of purchase, we had no choice but to resolve this claim with a cancellation and refund because we do not have the product available to ship. As of now, you have already received a full refund for the purchase. By selecting that you are not satisfied with the response, the case will remain open until a satisfactory resolution has been reached. If you have any ideas as to how we can better resolve this for you please let us know. Thank you,

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with arctic supply on April 27 and it says the order is closed. However I did not receive my items or the refund. There is no tracking number on the website. I made phone calls but no one ever answers. Would like to get some info on what it going on or be refunded. My order number is Order # *********

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/05/10) */ Hi *****, This order was cancelled and refunded immediately after it was placed as the items ordered are unfortunately out of stock at this time and we do not yet have an ETA for them. An email was sent to the address used to place the order to advise you of this. If you have any further questions regarding the order please feel free to reach our customer ******* team directly at *******@arcticsupplies.com

*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. ↩