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:09/27/2024

  Type:Order 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 am rejecting this response because:
  
  
  
  
  This is a standard response that does not solve my problem. I have not received any email with pricing, a new package option, or an immediate solution. 

   

  I will not accept SPS Commerce ignoring my requests for a new document plan package. I want a new price package for the 700 forms affectively immediately this billing cycle, or I will continue to dispute the charges with my bank. 

   

  The lack of communication from this company is not acceptable. They do not explain terms or contracts correctly. 

  documents annually as SPS mentioned effective immediately, and I need to know the monthly cost of this since SPS has ignored this question as well. I would like BBB to assist me in receiving timely communication through email so this plan can be changed and resolved this billing cycle, September 2024. I am disputing the charge of $707 with my bank and will continue to do so until SPS Commerce is willing to edit and change my plan to meet my business needs. Regards,**** ****** Star Point Horsemanship

  Business Response

  Date: 10/01/2024

  Hi,

  Thank you for reaching out to SPS Commerce. Our team sent an email yesterday to address any additional questions. All invoices are valid per the terms of your signed agreement. Our team is available to answer any follow up questions that you may have. 

  Thank you, 

  Business Response

  Date: 10/04/2024

  Hi,

  Thank you for reaching out to SPS Commerce. Our Contract Management team sent an email out through the assigned case number earlier this week. We would not be able to offer an earlier reduction due to when the notice to reduce was received. All invoices are valid per the terms of your agreement. 

  Our team will reach out again to address your agreement in greater detail. 

  Thank you, 

  Customer Answer

  Date: 10/12/2024

   I am rejecting this response because:
  
  

  I will not accept the contract with the effective date being 4/21/25. I want the new rate for my business needs to take effect immediately next billing cycle. I will not accept anything less and will not close the compliant with BBB until this action is taken on my account. I am not going to continue to pay for a service I do not need. 

  The sales team sold this package to me and did disclose the 12 month agreement terms. This was false information to your customer. I am not going to honor an agreement I was not aware of. 

  Moving forward, I will agree to a 12 month contract on the new rate you quoted me. I am happy to do this because it will be the package my business needs from your business. I am not going to overpay for a package that was misleading and excessive for my needs so your sales team can earn a commission and disregard my business needs after the fact. 

  I expect the next response to be attending to my needs and setting up the new rate for 12 months for my account. 

   

  
  

• Initial Complaint

  Date:09/04/2024

  Type:Order 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.

  When entered into business with them the services I signed a contract for were not rendered as promised. I attempted contacting multiple times via email and phone calls with little to no response, I was given phone numbers for managers multiple times that only lead to voicemails with no returned calls. I then canceled the contract but was still billed monthly on it. Was forced into a settlement even thought they did not uphold their end of the contract in the first place.

  Business Response

  Date: 09/09/2024

  Hi,

  Thank you for reaching out to SPS Commerce. When the agreement was signed, an implementation project was created and an analyst was assigned. Invoices were billed per the terms of your agreement and when the cancellation was received. Our Payment Solutions team reached out to help coordinate a settlement. 

  Our team will be reaching out to you to discuss this further and to answer any questions.

  Thank you, 

• Initial Complaint

  Date:08/18/2024

  Type:Order 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 am rejecting this response because:
  Despite my previous communication, the issues remain unresolved. The unfair terms continue to be enforced, I am still being charged for channels I do not use, and no refund has been issued.
  These three matters must be addressed immediately. It is both unjust and unreasonable to continue billing me for services I am not utilizing. The 30-day notice period is more than sufficient for me to notify you of my intent to cancel, and I expect these concerns to be rectified without further delay.

  
  

  Business Response

  Date: 08/22/2024

  Hi,

  Thank you for reaching out to SPS Commerce. After reviewing with our team, we can confirm the cancellation was submitted. All invoices have been billed per the terms of your signed agreement. The cancellation clause was included in the signed agreement. I will be reaching out directly to address this in further detail. 

  Thank you, 

  Business Response

  Date: 08/30/2024

  Hi, 

  Thank you for reaching back out. Our team reached out through email to address your complaint in further detail. All outstanding invoices are valid per the terms of your signed agreement. The cancellation clause was included in the signed agreement, so we are unable to remove this. 

  Our team is happy to answer any further questions. 

  Thank you, 

• Initial Complaint

  Date:01/16/2024

  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 identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: SPS Account Number: ************Sincerely,****************************************

  Business Response

  Date: 01/17/2024

  Hi,

  Thank you for reaching out to SPS Commerce! I am going to send you an email in a moment to gather some clarifying information.

  Thank you, 

• Initial Complaint

  Date:12/21/2023

  Type:Product 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.

  The contractual agreement we signed with SPS involved paying for their EDI capabilities to keep us in compliance with our dropshipping vendor partner. The engagement began in April with production (and payments to SPS) beginning in June. The services rendered never achieved the compliance we were promised by SPS and after 4 months with no progress to show, we submitted our cancellation notice to them and requested a refund for what we had paid as they had still not delivered their promised results. Not only did they quickly deny our refund request without any willingness to discuss or understand the problem, but they continued to bill us for two more months and are demanding payment for this as well. After dozens of emails stating we never received the services we paid for, SPS is refusing to acknowledge it and is now threatening to send the latest two unpaid invoices to third-party collections. We have been in business for nearly 3 years and we have dealt with dozens of vendors and suppliers with no problems. We have never had any delinquent payments, no bad debt (or any debt at all for that matter), and have an outstanding credit score. After checking out SPS's reviews on the BBB page, I read many terrible (and recent) reviews that sound exactly like the situation we're in now. We are a small business and don't have the resources to contest this in court. I would really appreciate some help and involvement from the BBB to address this with SPS as there seems to be a trend in the way they do business with us and other clients. This type of deceptive advertising and empty promises for services that are not fully rendered creates a dangerous environment for small companies and start-*** like us.

  Business Response

  Date: 12/26/2023

  Hi, 

  Thank you for reaching out to SPS Commerce. My initial review indicates the invoices paid and the outstanding invoices are valid per the terms of your signed agreement. If there are outstanding invoices and you need assistance with making a payment, our Payment Solutions team can help. I will be reaching out to you shortly. I am happy to answer any questions and provide additional information regarding your invoices.

  Thank you,