ComplaintsforACCO Brands Corporation

• Initial Complaint

  09/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 sets of "Interactive Composition Books" through *********************** and only received 1 set. I contacted Five Star about the issue on 09/04/24 about the company they use to ship products (ACCO Brands Direct, ********************************************************) and have still not received a response back. I would like a refund of ***** plus tax. Thank you. 

  

  Business response

  09/23/2024

  Hello *** ******, 

  Thank you for your submission, we are in the process of reviewing your claim and your initial communication with our customer support team. We hope to reconcile the issue and resolve this matter promptly. 

  Kind regards, 

  ACCO Brands Corporation

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted PowerA in regards to their controller charger shorting out and breaking both my PlayStation 5 controllers. After about a month of going back and forth of proving I paid for them and etc, they sent me a shipping label to send them the controllers and the charger. I sent it to them and after 2 months they got back to me stating some debris in the controllers (which there wasnt really any of) caused both controllers to not only not turn on but charge or anything as well. These controllers are only about a year old and have never been subjected to any spills or debris that would in fact break both controllers at the same time after being placed on their charger other than their charger short circuiting causing no power to ever get through. Their solution after the 2 months of supposedly testing the controllers are to send me back the broken controllers and have me deal it myself with no sort of warranty solution or anything. So Im essentially out of pocket quite a bit of money because those controllers are expensive and they are offering nothing or any resolution other than sorry it took so long to test the controllers. Their customer service has been super unhelpful and unprofessional and looking online Im not the only customer who has faced these issues with their products and they offer no solutions to them either. I have more pictures and all emails if required for better examples.

  

  Business response

  08/13/2024

  Hello *** ********, 

  We are in receipt of this complaint and we are reviewing all relevant communications relating to your matter. We will provide a more detailed response to follow. For the time being, We have sent a new charger to you and it appears to have been delivered on August 7, 2024.

  ACCO Brands

  Customer response

  08/13/2024

   
  Complaint: 22093973
  
  I am rejecting this response because: I have not received any new charger. Nor the controllers back. Regarding the new charger was there a tracking number I was supposed to receive? What address was it sent to? 
  
  Sincerely,
  
  Kallion ********

  

  Business response

  08/21/2024

  Hello *** ********, 

  
  In your last response, you had not yet received the replacement charger, we hope that you have now received it as we can see from the ***** Tracking No. ************ that the package has been delivered. We have also prepared a package to provide a replacement of both your controllers, we hope you have a better experience with the new charger. Please do not hesitate to reach out, we value you as our customer. 

  
  Kind regards, 

  ACCO Brands USA LLC

  Customer response

  08/23/2024

   
  Complaint: 22093973
  
  I am rejecting this response because: I'm hoping to receive a Tracking number regarding the controllers package before accepting and closing the case as the mail situation, as witnessed with the controller charger is unreliable. I did end up finally receiving the charger package.
  
  I appreciate the effort to resolve my complaints. 
  
  Sincerely,
  
  Kallion ********

  

  Business response

  08/30/2024

  Dear *** ********, 

  It was brought to my attention that your controllers are not made by PowerA, upon review, since there was no sign of malfunction caused by our docking station, we have determined to send back the controllers. We have already replaced your charger and we hope that resolves any issue you previously experienced with our product. 

  Kind regards

  ACCO Brands

  Customer response

  09/03/2024

   
  Complaint: 22093973
  
  I am rejecting this response because: Your charging device is what caused my controllers to stop working. They are literally fried from the inside due to your charger how is that so hard to understand? Explain how debris causes two controllers to not power on or even charge? That would only happen if your charging port fried the motherboard. 
  

  Once again you guys are dancing around this, you literally said over a week ago you guys were replacing it. Fast forward two weeks now all of a sudden you arent. You guys are a joke of a company and NO im not happy with this resolution and I will keep rejecting it until you guys make it right. Its a shame such a big company cant even replace two controllers. You guys are a scam. 
  
  Sincerely,
  
  Kallion ********

  

  Business response

  09/23/2024

  Dear customer, 

  We are disappointed that it seems we do not agree as to a proper resolution. We replaced the charger you purchased from us as we inspected it and could not determine why it had failed. Upon inspection of the controllers, we did not see any reason why they should not work with the new charging station. Since the controllers were **** and not an ACCO Brands controller, if there is any faulty components, those should be addressed with Sony. 

  Kind regards, 

  ACCO Brands Corporation

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Enclosed, please find a copy of a complaint letter I forwarded to ACCO Brands/Mead Products, LLC; P.O. Box ******, ******, ** *****, on December 19, 2023, together with several defective products.To date, this business has failed/refused to respond or provide the requested resolution. I hereby submit this complaint requesting the resolution stated in my initial complaint:1.A full refund in the amount of $183.86, and 2.Replacements of each item listed containing defects as compensation for this inconvenience incurred.Thank you in advance for your immediate attention and assistance. P.S. Please forward me a copy of this business/ BBB profile.Thank you.

  

  Business response

  02/15/2024

  Dear ******************, 

  We are sincerely sorry that you haven't had the best experience with our customer satisfaction team. We have sent an inquiry to our team responsible for additional details and we will do everything we can to ensure you are satisfied with the result of this complaint. 

  Kind regards

  Customer response

  03/06/2024

  Complaint: 21265857
  
  I am rejecting this response because: please see the attached letter.
  
  Sincerely,
  
  ****************************, #*******  

  

  Business response

  03/26/2024

  Dear ******************, 

  We can certainly understand your frustration with our Company, and I assure you that we would like to do our best to resolve this matter with you in the best way possible. It is my understanding that our customer care team was unable to track your most recent purchase, in fact the last purchase they have on file from you is dated 2022 and it was for a Quartet glass board. 

  If you are able to provide a copy of your purchase receipt or any other proof of purchase such as a copy of your check or credit card charge, that would be extremely helpful to us. 

  We hope to resolve this matter with you as soon as we have the additional information needed to proceed.

  Kind regards

  Customer response

  04/16/2024

   
  Complaint: 21265857
  
  I am rejecting this response because: Please see attached.
  
  Sincerely,
  
  ****************************, #*******

  

  Business response

  04/19/2024

  Hello ******************, 

  We understand that your preferred resolution to this inquiry is a refund for the items you purchased, however, without a proof of purchase or receipt our policy is to provide a replacement of your defective products. We hope you find the replacement items meet your satisfaction. Based on your initial communication, we have included 5 - Five Star *********************** Ruled Notebook [SKU#*************] and 5 - Five Star 7 Pocket Expanding Files [SKU#************]. The items have been shipped via ***** Tracking No. 273611100854. If you have any questions, please call ************** and reference order no. 18429752. 

  Thank you

  Customer response

  05/13/2024

   
  Complaint: 21265857
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************, #*******

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This review is regarding a company owned by ACCO Brands Corporation: PowerA. *** tried to resolve this issue with them directly but their customer service wont respond to me. I bought a controller for my husband as one of his Christmas gifts to play a mobile game. We didnt realize we couldnt play the game until after we received it and it has been an absolute headache trying to get a refund.I contacted them the day it was delivered to initiate a return. It took them days to approve the return and give me a return reference number. I then had to pay for return shipping that had a tracking number ***** as they threatened they could do nothing if the product was lost in the mail. I obliged and took the item to *** and got both a tracking number and insurance on the package.I provided them the tracking number same day. Keep in mind the address I was given by customer service is not listed on their website or anywhere on the internet so I wanted confirmation from them that they received it. It was delivered to them on 01/02 and I have sent a message or called them every single day to get a response.Ive tried the contact us. Ive tried their ******** messages. Ive been leaving comments on all their ******** posts trying to get a response. I called their customer service number, listed NO WHERE on their site and had to get it from the main company, and have left multiple voicemails. Ive gotten no response since the initial correspondence. I havent spoken to a customer service representative because the line keeps hanging up after 10 minutes of waiting.They have the item I bought and have now spent $130 on it; I have nothing. This is such a scam of a company. They are not BBB certified so you cant make a claim there. I made the mistake of buying from them and now Im paying the price. I just want a refund and for this headache to be over.

  

  Business response

  01/11/2024

  Hello ******************, 

  First, I'd like to say that we value all of our customers and take pride in our excellent customer relations.  I have submitted an inquiry to our PowerA team and will work towards a resolution that suit the needs of all parties. Please allow a couple of days for me to gather all the information needed for a proper response. 

  Kind regards

  Customer response

  01/11/2024

   
  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 do sincerely appreciate you looking into this matter as I know you are not PowerA themselves but the larger entity. This is the best customer support Ive gotten in this entire event.

  Thank you again.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had made a purchase for one of their items direct from their website PowerA, order #PO38576793505 for a total of $76.49 on June 14th, 2023. I had made a request to return the item for a refund which was approved, Return #********, and I had shipped the item back using ***** Tracking # ********************** . According to the tracking information the item was delivered on September 11th, 2023 and when i contact them about the refund, they confirmed they received the item and will issue the refund. They have made this statement multiple times and yet it is currently December 31st, 2023 and I have not received the refund.

  

  Business response

  01/11/2024

  Dear ******************,

  Thank you for notifying us of your unresolved claim. Our company prides itself on its customer service and responsiveness, we take your claim very seriously. We have opened an inquiry with the PowerA team and will provide you with an update within a few days. 

  Kind regards

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mouse on 12/23/2022 for ***** plus taxes. The mouse stopped working within 3 months and was in warranty. I contacted customer support on 4/11/2023 and provided all the information like proof of purchase, serial number etc. After a few days I was told that a replacement is approved, and I should get the replacement in ***** days.A month goes by, and no replacement was received. I contacted customer service again and they said they will look into it and provide me the tracking information. Almost 10 days go by, and no tracking information was sent. I tried to contact the customer service again through their customer support website (since that is the way they work, and do not have any direct email communication) multiple times but their website was always down.My work was suffering a lot without the mouse, so after waiting for almost a month and a half, I ended up buying a different brand mouse and want the original amount plus taxes to be refunded since it is in warranty and they failed to send any replacement or any tracking information because they never shipped anything.

  

  Business response

  05/26/2023

  Thank you for your submission. Upon inquiry of this issue with our customer care, it was document that the mouse that was purchased was on back order and we apologize for not properly communicating that immediately.  I've escalated the request and issuance of the refund. I will provide proper confirmation of such refund once I have additional information. 

  Kind regards

  Customer response

  05/31/2023

   
  Complaint: 20074400
  
  I am rejecting this response because:

  1. They had promised a replacement mouse after initial claim, that was never delivered.

  2. On a follow up of initial complaint, they promised to provide a tracking number for the replacement mouse, but that was never provided.

  3. Now they are promising a refund, which will be an acceptable response, but only if they deliver. Their past history is suggestive that they make promises that are never fulfilled. I can consider the complaint closed after I receive my refund, a mere promise of a refund with no fulfilment is not a resolution.

  
  
  Sincerely,
  
  ***********************

  

  Business response

  06/09/2023

  Dear ****************, 

  Our customer service team requested a refund for the amount you provided in your Amazon receipt. The refund check was issued and sent out earlier this week, please allow ***** days for receipt. We apologize for the experience you had with ** and we hope you give ** another opportunity to serve you better in the future.

  Kind regards, 

  ***********;

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased 2 Powera Xbox 1 controllers from retailers in *******, in the last year. The first one lasted 6 months before serious defects in workmanship left it unusable. I purchased another to replace it, it lasted 5 months. After fighting with ****(as PowerA), they finally honored the 2 year warranty on 1 device. They made every attempt to avoid doing so, but they did it. "The replacement will have no warranty" I was told by customer service. It arrived defective, out of the box. It senses input when there is none, and no amount of calibration will help. A cursory glance through the internet tells me they've done this to tens, if not hundreds of thousands of other customers. So, I'm out 3 controllers in total, a cash value of $150. I'm going to bring this to the attention of ********** of whom Acco/PowerA is licensed, in an effort to keep other consumers from being defrauded as I was. There seems to be some serious quality assurance issues with this company's products. I will accept a replacement PRO OR ELITE MODEL OR BETTER. These seem to be the only product they make that actually works as advertised. The replacement SHOULD HAVE A WARRANTY LIKE ANY OTHER PRODUCT, as Acco brands PowerA has proven itself untrustworthy at best.

  

  Business response

  02/07/2023

  After initial inquiry with our PowerA Consumer Support team, I found that initially the customer reached out to our team asking for a replacement product, but was unable to provide a copy of the receipt. One of our representatives provided the customer a courtesy exchange, but let him know that a copy of a receipt would be required in the future (see attached), that exchange happened on November 25, 2022.

  On January 25, 2023, the customer reached out to our PowerA Consumer Support team again to notify us that the controller was "acting up" and asked for another replacement. This second issue has been escalated and being handled by one of our senior team members. We will/or have requested the controllers are returned and will work with our Product Quality Team to understand the underlying issue. We will/have offer replacement controllers. 

  Kind regards

  Customer response

  02/08/2023

   
  Complaint: 18897120
  
  I am rejecting this response because:
  I have already attempted to remedy the situation this way once. I have 3 in total defective products. I will not be repeating the same steps, only to wait an unreasonable amount of time to be sent a defective product in exchange for the defective product you already sent me. I have already outlined in the initial complaint what I find as a consumer you have taken advantage of  what I find to be an acceptable solution.  Otherwise I will be satisfied that the complaints stands, so in an effort to keep other consumers from having this experience. 
  Sincerely,
  
  *****************************

  

  Business response

  02/24/2023

  We understand at times we are unable to find a suitable resolution and we are constantly working towards making sure all of our customers are happy with their purchase and have a good experience in dealing with ACCO Brands. 

  Unfortunately, ************************ did not respond to our request to work with him to get a defective sample back. We approached him from a position of wanting to make improvements to our products for him and others who might be experiencing the same failure. We have attempted multiple times to address the issue and done so within the limits of our warranty (***************************************), including issuing a warranty replacement without having a valid proof of purchase.

  Thank you for giving us the opportunity to try and resolve this issue. 

   

  Customer response

  02/24/2023

   
  Complaint: 18897120
  
  I am rejecting this response because: this is another tactic to delay a reasonable outcome for the consumer. I have already been through this, they sent me an identical defective product to the original defective product. I outlined a plan for both myself, and powerA to come to an understanding. They tried to send me more defective junk I have to wait 5 weeks for. No thanks. This is done, willfully and purposefully to discourage customers using their warranty. This is a dishonest, fraudulent business out to take advantage of unwitting consumers. I will continue to spread the word about PowerA, and take further legal action to recoup the damages. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been ordering the Day-Timer filler pages for over 40 years. On December 2, 2022, I went to the Day-Timer's website to order my 2023 Day-timer filler pages. I always order the two-page per day filler. I placed what I thought to be the filler pages for the year. I received a confirmation email saying that my order had been received and would be shipped on December 9, 2022. On December 16, 2022, I made an inquiry about my order. On December 19, I went to the webpage and chatted with a representative. I was told that my order had been shipped and I received it on December 6. When I went to the ***** website to look at the picture of what I had been sent, I was appalled. It was a one-page calendar of 2023. I then remembered putting it in the trash can because I wondered why they would send me this via *****. I asked the online chat representative if the company would allow me to pay the difference between what I wanted and what I was sent. This was refused.

  

  Business response

  01/03/2023

  Thank you for your submission, we always strive to provide the best experience to our customers and are always disappointed to hear when a customer is unsatisfied.
  
  Based on our inquiry, Mr. ****** did receive the item (*****) he ordered online, however,if his intention was to purchase the same item (*****) he purchased in the past, then Mr. ****** ordered the incorrect item. 
  
  If this was an error committed by our fulfillment team, ACCO Brands would have happily shipped the correct item out at no cost or if the needed item was lesser in value, we would credit the original charge and then invoice for the lesser. ACCO Brands does not ship out replacement items and only charge for the difference.   
  
  When a customer notifies us at the time of delivery that an item was ordered incorrectly, we send return instructions providing steps on how to return the purchased item to receive credit and also assistance in ordering the correct item.
  
  Our customer response team provided the attached chat with customer relating to this matter.
  
  Kind regards
  

  Customer response

  01/03/2023

   
  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 am disappointed in the outcome. I was hoping that I could get what I originally wanted by paying the difference. I am not willing to spend $75 after spending over $30 for a one-page calendar.  In the past I have received a catalog but this year I didn't.  I have been ordering the two-page per day Daytimer filler pages since **** so I was very disappointed. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased one of their Docking stations on Amazon back in June 26, 2021.The product malfunctioned and needed repair, so I contacted their support.The support told me the product is discontinued and no longer can be repaired, they offered a full refund after I shipped the product back to them.I shipped the product back to them in March 2022 but yet to receive a refund.They have told me that they moved offices and that my original refund request was lost.Then they reissued another refund request in October, and asked me to wait 4-6 weeks.I still have not received anything, so I have contacted them 3 times and all 3 times they have told me they will get back to me in 24-48hours with the status of the refund, but nothing. it has now been 9 months since I shipped the broken product back to them, with no refund. Total amount to be refunded $245.73

  

  Business response

  12/28/2022

  Upon investigation, it appears there was a break down in communication between our customer service and the customer regarding a refund. This issue was immediately prioritized, on December 12, 2022, our team processed a refund in the amount of $245.73 to customer. Checks can take up to 4 weeks from issuance to receipt. 

  Thank you

  Customer response

  12/29/2022

   
  Complaint: 18541986
  
  I am rejecting this response because: This is the same response that has been given to me from the day I got in touch with the business back in March 2022.

  The problem is the business mentions "The check will be mailed out to your address in *-*weeks".  This number changes everytime. sometimes its 2-3 weeks, sometimes its 4-6 weeks. The end result: I have not received anything in 10months. 

  Exact same response was given when I reopened a complaint back in October. the response was to mail out a check to me in 4-6 weeks. 

  
  Sincerely,
  
  Go Sugaya

  

  Business response

  01/03/2023

  We are sorry you do not feel confident in our response. I can provide that check no. ****** was issued on December 15, 2022 and was mailed out from the bank the following day. Based on that timeline, you should have the check either by the end of this week or next. Please feel to reach out to our team if this is not the case. 

  Thank you

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regards to a veri-mark *** that was purchased a couple of months ago. ********** never sent a receipt and said they could not provide an exchange. In this case I am requesting a refund.

  

  Business response

  12/05/2022

  After speaking with our customer care team, I can provide that if a purchase is made through a third party, our team will not have access to their receipt. We cannot issue a refund or exchange that is not purchased direct from us without proof of purchase. Specifically, for any product/purchases over $50, we need proof of purchase to issue a refund. Our tech support team did share, that on November 18th, they asked the customer to provide proof of purchase and have not yet received anything to date. 

   

  If customer is able to provide proof of purchase, our team would be able to process refund/exchange. 

  
  Thank you

  Customer response

  12/06/2022

   
  Complaint: 18517054
  
  I am rejecting this response because: I never received the receipt from the company which is illegal. The company needs to provide me a receipt. The purchase was made directly on kensington's website not through a 3rd party vendor
  
  Sincerely,
  
  ***********************

  

  Business response

  12/15/2022

  We have searched by name, email and addresses listed and were unable to find the purchase made by customer. Our team even ran a report for all purchases shipped to ***********, ********** and still we were unable to find purchase. For all of these reasons, we arrive at the conclusion that this purchase was not made directly through our Kensington.com shop. If customer can provide date of purchase and amount charged to credit card, we can engage **************** to try and find purchase through a different platform. 

  Our team did reach out on December 6, our hope is to verify customer's address, if customer will confirm address, we will happily ship a replacement product. Unfortunately, without proof of purchase we cannot issue a refund. 

   

  Kind regards

  Customer response

  12/15/2022

   
  Complaint: 18517054
  
  I am rejecting this response because: It was purchased at office depot 07/05/22. It has only been 5 months and it isn't working
  
  Sincerely,
  
  ***********************

*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. ↩