Before you buy from an online ad or use a debit card, heed this warning.
Michael Schnackenberg ordered clothing from a company that advertised on Facebook and never received his items. He is now left wondering if the company will make things right from his home in Newton, New Jersey on Nov.
7, 2025.In your snail mail box. In your email box. And on your social media feeds. That’s where Michael Schnackenberg saw an ad for a clothing company that specializes in “big and tall” menswear. It was on Facebook, and the ad looked legit, he said. But before long, he realized something was amiss. “At this point I have given up all hope of ever getting this order and would like a refund. But even there I have had no success,” Schnackenberg said.Schnackenberg placed an order Sept. 21 for seven shirts, a hoodie, a sweater vest and a pair of shoes for $65.18 — $59.25 for the merchandise and $5.93 for “insurance.” He paid with his debit card and received a tracking number and a discount code for 15% off a future purchase. By Oct. 7, Schnackenberg — ironically, a retired customer service supervisor — hadn’t received the order. So he sent an email to King Size’s customer service to ask for an update. “We have sent your items and now they have been shipped to the airline. Now your items are still within the normal delivery time, please be patient for a few days,” the emailed response read.Indeed, the items appeared to be in transit. From Hong Kong.The package was allegedly shipped from Hong Kong on Sept. 25 and “cleared customs,” though the log didn’t show where the package was received. It seemed to be a few days away from the post office in Newton, where Schnackenberg lives.When the package still hadn’t arrived by Oct. 14, Schnackenberg contacted customer service again. This time, the representative replied with an updated shipping log. It showed the package arrived at the Newton post office on Oct. 10.So he wrote to the company again. “Please initiate a shipping trace to determine where this package is. If this cannot be done, I am requesting a full refund,” he asked.Another week passed with no news, so Schnackenberg wrote again, saying he assumed the package was lost. He asked King Size to reship the order. “I feel I have been patient long enough,” he said in another email, asking for an immediate reshipment.It said the package arrived locally and was signed for — though it didn’t say by who — and it recommended Schnackenberg check with the post office. “I have contacted my local post office several times,” he said. “THEY DO NOT HAVE THE PACKAGE.” He once again requested the order be reshipped. His pleas continued — you can see his frustration in his eventual ALL CAPS emails — but King Size either didn’t answer or parroted its suggestion to contact the post office. 7, 2025.We reached out to King Size by email and a form on its website. We also left a message with the customer service number asking for a boss to contact us.“It does not appear to be a valid tracking number,” a spokesman said.We’re willing to bet you could write the script for what we found.It seems to be doing business as, or is a subsidiary of, FullBeauty Brands, an outfit that’s been bought and sold by various private equity firms over the years.BBB doesn’t go that far back, but said the company has earned a meager 1.06 stars out of 5 in its reviews. It also had 989 complaints in the past three years.Companies are ranked in large part by whether or not they respond to a BBB inquiry, and it doesn’t matter if a customer is happy with the resolution. So if a company has 10,000 complaints, that’s fine — as long as the company answers the BBB’s questions about them.We saw lots of consumer complaints to chat boards, websites and other places. But what really caught our eye was the result for “big and tall clothes.” King Size came up as the top listed advertisement.We can only imagine how many customers find the website, even without the Facebook ad that Schnackenberg clicked on.And we won’t be surprised if many holiday shoppers find themselves in Schnackenberg’s position, especially as lots of us do our shopping from our couches when we see a cool product on social media. If you do place an order and you can’t get a resolution from the company, file a dispute with your credit card.But the Federal Trade Commission, while noting that credit cards offer more protections than debit cards, says disappointed debit card shoppers should still“Online sellers have to ship when they say they will. ,” says the FTC, which can send letters and even sue a foreign entity if the practices affect U.S. consumers. “If they don’t ship then, they have to tell you . If they don’t give a shipping date, they have 30 days to ship from the date of your order.”We pointed out the $5.93 insurance charge to Schnackenberg, who asked the company about it. No response. Schnackenberg filed his dispute with his debit card, though he’s skeptical that he’ll see a positive outcome.Karin Price Mueller is an investigative/enterprise reporter for NJ Advance Media, writing for The Star-Ledger and NJ.com. She writes the Bamboozled consumer affairs column and covers topics that intersect with...
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