ComplaintsforDaiso

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company is charging customers the wrong amount for sales tax!12/02/2023 4:49pm, made a purchase at this Daiso that opened in **********, **. The receipt has a ********, ** address and the sales tax for ******** ****% while the actual sale tax in Burlington is 8.6%. Had I been charged the correct tax, my purchase would have been $13.03 not $13.21. Based on a $12.00 purchase, it appears I was actually charged ****%.

  Business response

  12/12/2023

  Dear BBB in response to this complaint:
  We are able to offer the customer a refund for the difference in the overcharged sales tax for their purchase. The refund will be $0.18 in the form of a check or cash. If they would like a check, it will be issued and mailed out to the customer, but we will need to confirm the recipients name is the same one as the customer information that was provided by ******************** and the customers address to send the check to. For a cash refund, the customer will need to go back to the store with the receipt for a cash refund.

  
  Please see the timeline of the email exchanges between the customer, customer support team, store area manager and accounting team. Screenshots of the emails are attached and private information such as names, phone numbers and email addresses are blacked out for employee privacy and safety. Note: All ***** listed are in PST.

  
  Dec 9, 2023 at 12:11 AM, customer sent a complaint to ******************** customer support (********************************************************************* regarding being incorrectly taxed for her purchase at Burlington Crossing Daiso store on Dec 2, 2023 at 4:49 PM.

  
  Dec 11, 2023 at 9:56 AM, Daiso customer support team forwarded this email to the area manager of the Burlington store to check on this issue and to determine if it has been resolved. Please note that the Daiso customer support teams operation hours are weekdays (Mon-Fri) from 9 AM - 5 PM as listed on the websites contact page, which is why the customer support team was not able to give an immediate response to the customer.

  
  Dec 11, 2023 at 10:06 AM, the area manager for the store responded that the issue has since been fixed by the IT team.

  
  Dec 11, 2023 at 10:51 AM, Daiso customer support emailed the customer that the sales tax issue has been resolved and to send them a photo of their receipt so Daiso accounting team can refund them for the sales tax difference back to the card they used.

  
  Dec 11, 2023 at 2:04 PM, customer responded back that they paid in cash for this purchase and attached a photo of their receipt to the email.

  
  Dec 11, 2023 at 3:36 PM, Daiso customer support forwarded the email thread to the Daiso accounting team to confirm if they would be able to issue a refund for $0.18 due to the low amount.

  
  Dec 11, 2023 at 8:43 PM, Daiso customer support received an email of this complaint through Better Business Bureau.

  
  Dec 12, 2023 at 9:49 AM, Daiso accounting team responded that they will be able to issue the check.
  
  Further communication with the customer will be held through ******************** (unless told otherwise by BBB), to ensure that the exchanges are documented in the BBB system since this complaint was escalated to the Better Business Bureau. 

  
  As mentioned above, Daiso is able to refund the customer for the difference in the overcharged sales tax in the amount of $0.18 in the form of cash or a check mailed to the customer. The customer will need to provide the name they would like the check addressed to and the address they would like the check mailed to. Or they will need to visit the Burlington store with their receipt to receive a cash refund. Once we receive a response from the customer on which method they would like to receive the refund, the Daiso accounting team will be able to issue the check to the customer or the ******************** support team will inform the store that the customer will be returning to receive a refund of $0.18.
  
  
  

  Customer response

  12/12/2023

  I accept the resolution and would like a check mailed to me:

   

  ********************************* *****

  4457 ********

  ************, ** 98274

   

  Thank you!

  Customer response

  12/20/2023

  I requested a check be mailed to me and have not received it. Please reopen the case. Once again, my name is ********************************* ***** and my address is *********************************************************************. Thank you!

  Business response

  01/25/2024

  Dear BBB in response to this reply from the customer:
  
  There was no communication from the BBB regarding the response given by the customer on 12/12/23 to confirming their address and to send out a check. After carefully looking through the BBB emails to us, we see that the BBB sent an email on 12/20/24 which requires us go to the BBB website, read through the BBB message and click to "view communication history for this complaint" and would then need to read through previous responses to find the customer's response back to us. The ******************** then proceeded to close our case so we were not able to view any of this information.
  
  We have received the BBB's email with the customer's response to reopen the case today (1/25/24) and have contacted our accounting department to issue a check in the amount of $0.18 and to have it sent to the customer at the confirmed name and address: 

  
  ********************************* *****
  *************************************************************

  
  

  Customer response

  01/25/2024

   
  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.
  
  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. ↩