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Business Consumer Alliance Blog

Upset Customers Want Online Retailer to Get It in Gear

upset person

On Demand GEAR is racking up complaints for not delivering orders to their customers. Several consumers have filed complaints and left reviews with Business Consumer Alliance that mirror each other. Customers repeatedly claim they paid the company for items such as sweatshirts and jackets, but received nothing. When they reached out to On Demand GEAR for the status of their order, or to request a refund, they hit a brick wall. If they received any response at all, they heard excuses about orders being backlogged, but would be sent—which never happened.

Check out some of their customers’ statements below to understand their plight:

“I left numerous emails and got no response. Got a hold of a bank and they gave me a phone number that was not in service.”

“Order was placed on December 26, 2017, and I paid $96.00 for it. And now their website is no longer available.”

“I placed an order on 12/8/17 for a University of Michigan jacket. Price was $94.95, which was immediately charged to my credit card. I have not received a tracking number when I look up the order it says "unfulfilled quote."

“I have sent many emails stating I want my order or money and have heard nothing. It's been 3 months.”

The company’s website, which was hosted by Shopify, has been taken down. We noticed a trend of “scam” or suspicious sites popping up over the past few years that are hosted on this and similar platforms. While online shopping is very popular, customers need to be cautious and do some homework before paying for merchandise.

Here are some quick tips:

  • Research the business. Look to BCA for a Reputation Report. If the company is new, send us an email, use our contact us, send us a message on Facebook, or reach us on our Ask The Experts forum to inquire about the company.
  • Look for contact information such as an address and phone number before placing your order. Check that the phone number is a working number that reaches someone, not just a recording. Be cautious if the only contact available is an email address. It is also a good idea to ensure the email works.
  • Know your rights. Federal law provides protections so consumers do not have to pay for merchandise they ordered but never received.

Check out BCA’s Online Shopping Tips for more helpful information and guidance regarding shopping online.

So what do you do if you paid for an order from On Demand GEAR (or a similar company) and have not received your merchandise? First, contact your bank or the payment processor you made your payment through immediately to dispute the charge. Give details of when you placed the order, how much you paid, order confirmation information, when you were charged, etc. Next, file a complaint with BCA, providing as much detail as you can, including where you found the company (e.g., Facebook ad, referral from a friend; etc.). Also, if you suspect that the online retailer is a fraud, contact the domain register to report your suspicions.

Do you shop online? Do you find it convenient or a bother? Let us know in the comments.

About Business Consumer Alliance Business Consumer Alliance (BCA) is a non-profit company that started in 1928. The broad purpose of BCA is to promote business self-regulation. BCA's mission is achieved by assisting consumers in resolving complaints with businesses and using that complaint information, along with other relevant information such as customer reviews, to forecast business reliability. With community support, BCA can identify trustworthy and ethical businesses and warn the public to avoid unscrupulous businesses whose purpose is to defraud the marketplace. BCA also helps businesses promote themselves by providing services and tools to protect their business and reach out to their customers. BCA obtains its funding from member businesses who support the mission and purpose of the organization and who agree to abide by high standards of ethical business practices.