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:07/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered carved crystal mugs for a Christmas gift on December 8 2024. My credit card was charged for $45.56 First, I didnt receive the items until mid January. When I opened it up, the mugs were not at all what was advertised. It looked like a child had made them. This company falsely advertised the look and the quality of the product both in pictures and descriptions on the website. I immediately wanted to return them. On their website, they state they provide return shipping labels. It is very difficult to communicate with this company. They only have an email. ******************************* And most of the time it is semi automated emails. Since January I have been trying to get a refund. They told me I would have to ship it to ***** to get a refund. And they would not provide a return label so I would have to pay. Even though their website clearly states under refund policy that they provide return label. I have tried to be patient and work with this company to get a refund. But they just keep coming up with excuses and that they are sending it to managers to look at. At one point, I was so tired of dealing with them that they offered me just to refund 20% with no return and I said fine just do that and be done with it. And yet still months later they simply cannot do any refund. I repeatedly ask to talk with an actual manager. But there is not clear way to communicate with them. I keep reminding them to follow their policy but they refuse. They cannot even tell me why a simple refund is taking so long. I have dozen of emails. All I want is for them to follow their own return policy, give me a return label, and give me my full refund. I do not even want to own these hideous cheaply made falsely advertised mugs. Please let me know how I can forward all the emails that have taken place since January 2025.

• Initial Complaint

  Date:07/15/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order (#*****) on May 19, 2025, through the website **************************. The total amount charged was $18.94, and the item purchased was a Threshold 16oz Stoneware Mug. On May 29, I received a confirmation email with a shipping link and tracking number, but the link was invalid and only redirected to the companys homepage. The tracking number provided (L00000099633CN) does not register with any shipping carrier.I contacted the business on June 18 to request an update. They responded the same day, stating my concern had been forwarded to their shipping department and I could expect an update within 12 business days. However, I have not heard anything since. It has now been over two months since my purchase, and I have not received the product or any valid shipping information.The company committed to delivering a product that never arrived. I believe they are either unable or unwilling to fulfill orders and are operating deceptively. I have attached screenshots of the order confirmation, shipping notice, and all email correspondence.This business has made no additional effort to resolve the issue and continues to take orders online.

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered a red striped mug on February 26 from Wine and Whiskey Decanter Company (**************************). I received tracking and shipping notices and realized that the mug was coming from *****. I knew it would take a while to arrive and expected it to arrive in tact. The total cost was $16.51, Order #*****.Since receiving the mug, completely broken and unrepairable on April 5, I contacted the company, provided photos and requested a refund. On April 11, I received a response from a person named ***** with the address from a ****** at (Preienter Trust Store). ******************************************************************:We have escalated this to the other team for verification. Please allow us 1-3 business days to get back to you. I was instructed to contact them again if I didnt receive a response.I didnt hear back from them in 1 -3 business days so I contacted them again on April 18, no response other than a standard auto reply that they received my request. I want a refund; its the principle of the issue that I received a broken mug (and not in the color requested) and want a fair and equitable resolution full refund.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 4/10/25, I received 2 mugs that I purchased on 3/10/25 from **************************. They were not at all as described on their website. I contacted them promptly upon receipt, following their online instructions to start a return by sending an email to ******************************** I explained that the product that I received was falsely advertised in several ways & sent photos to support my complaint. The email that I sent stated the following:These are the specifications listed on your website: Specifications: Made from mineral crystal, each mug stands approximately 4.5 inches tall, with a ***** ounce capacity. First off, no where does it say that there is a removable metal cup inside of the mug. Second, its obvious that these are not made from real minerals. Third, the mugs are 3.5 inches tall, not 4.5 inches as advertised. I expected to get normal sized coffee mugs. Lastly and obviously, there is NO WAY that 12 (the amount of a soda can) to 15 ounces could fit in these mugs. Due to false advertising, I expected a full refund & a return shipping label as stated in their policy, but the response I received on 4/14/25 was, .we would like to offer you the following alternative resolutions: 1. We can issue a 20% refund on your order, which will be applied directly to the total cost of the product. Additionally, you may keep the product as our gift to you. Feel free to consider giving it as a gift to your family or friends. 2. Alternatively, we can provide you with a gift card that is equivalent to 50% of the product cost. This gift card can be used for future purchases from our store, giving you the flexibility to choose an item that better suits your needs. Please note that we do not provide return labels, & the shipping cost for the return will be shouldered by the customer I replied that these options were unacceptable & that their return policy stated that they provide the return labels. Several email exchanges later, & still no resolution.

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 bought a mineral crystal coffee mug from ******************************************************** all the pictures of the mugs looked beautiful and what I received looked like a child made it. It looked nothing like the picture like I received a totally different product. It had an inner stainless cup that went inside that was not mentioned in the description when I bought it and the outer cup is made out of plastic not crystal like they led me to believe on the website. I tried to get a refund or for them to ship me what I actually ordered but they want me to ship it back with my own money to *****! Which I thought this was a California based company.

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a tumbler from Wine and Whiskey Decanter. The tumbler was listed as a ******* so that is what I thought I was ordering. I paid the amount it was listed for because I thought it was a *******. It took forever to ship because it was coming from *****, which I also didnt realize, and when it arrived it was not a *******. I emailed them explaining I was unhappy that they falsely advertised the item and asked for a refund. They emailed back stating I have to pay to ship it back to ***** to get a refund. This is unacceptable since they falsely advertised the item as a *******. I have no problem returning the item but I explained it needs to be with a prepaid label. They are unwilling to accommodate my request and I am filing a complaint with you to get my money refunded and also with the BBB about their false advertising and using the ******* name in a false and misleading way. This must be illegal to use a brand name falsely.

• Initial Complaint

  Date:02/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On December 16th i order a gift. It was supposed to be a Crystal mineral Coffee Mug. What is finally received on January 9th was not what was advertised on the companies website.After trying to get a refund through them, and let me mention that they were talking days if not weeks to get back to me. I never got my refund not matter what they kept saying.I filed a complaint this morning with ****** after waiting over 10 days to see if a refund would appear back and it did not.****** kindly denied my claim saying it's been passed 30 days since receiving the product. During this time I was going back and forth with the company waiting on a *********'s BS on ******* behalf so I'm trying BBB to see if the results are any better.I want a full refund from such a shady company.

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 placed my original order on 12/20/2024. There was no update from then until I contacted them the beginning of January, at that point I could not use the items. I requested on 1/2/2025 that they canceled my order since it had not been shipped. I made another requeston 1/8/2025 because the order was still not shipped. They replied on 1/17/2025 asking if I still needed assistance, I replied yes the same day and that I would like to cancel my order. I contacted them again on 1/20/2025 because they sent an email stating your order has already shipped, in my response I requested a return label for when the product did arrive because they failed to cancel it. Since that date, I requested a call from the company or a return label be sent. I made these requests on 1/23/2025, 1/30/2025, 2/3/2025, and 2/6/2025. I paid the business a total $105.96.for my order. I would like a full refund and I have no problem sending the items back. The package is completely unopened and awaiting a return label. I have also attempted to call the business line they have listed on their website and it is always a busy line signal, I do believe it is a real number to contact.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 12/7/24 I ordered a mug from wine and whiskey decanters website. Claimed to be a mineral crystal mug. On 12/21/24 my order was delivered. I opened the package and it wasn't what I ordered at all. It was a plastic resin mug that was very small. It had a metal container for the contents inside the mug because I quote the mug isn't to used for hot or cold contents. Huh that's what a mug is used for. So I send numerous messages over now a month and a half to their returns department to which I haven't received a refund or anything. I even received a message claiming my claim has been resolved. Huh? When? I still have the garbage mug they sent me. This website/so called business is a huge scam. No one answers when you call you know during their listed business hours. The last message I got said I took their offer of 20% refund on when I purchased my item. That doesn't even make sense. This scam of a business needs to be terminated. I want my refund. I want them to be shut down. This is ridiculous.

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered a coffee mug from these people and what they sent was about a two ounce espresso? cup, useless. I have sent five emails, first requesting, then demanding authorization and mailing label to return it. They have completely ignored my multiple requests to return it, only sending a canned response (attached) that has nothing to do with my return. Other people need to be warned.