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Business Profile

Distillers

Bella Bambini Cellos

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Distillers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint type

  • Initial Complaint

    Date:04/12/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Date of transaction was March 22, 2023. I ordered $170 worth of product to be delivered in 5-7 business, shipping was free (over $150). I followed up many times via email and calls. I finally received an email on March 31 saying the order shipped. My credit card was charged, I never received tracking, and I never received the order. I have left many VM's, but no returns calls. I had to block the payment through my credit card. I am still in the dark. I no longer want the order.

    Business Response

    Date: 04/25/2023

    While we understand the customer's frustration over not receiving the shipment, the shipment did go out in a timely manner and had an expected delivery date of 4/3/2023.  Fed Ex Tracking #396478472117.  We did receive a follow up email from the customer on 3/30.  Which was responded to on 3/31 stating that the product had shipped.   We had checked the tracking on the shipment at that time, which showed an expected delivery date of 4/3 so we assumed the customer would have the shipment in a timely manner.

    Regrettably( See attached photo) the product was damaged at the facility by FedEx.  We were never notified by Fed Ex the package was damaged and would not be delivered.  We have addressed this issue with FedEx to ensure the tracking is updated promptly in the future and we are notified.

    The customer did send a follow up email on 4/5 and 4/8, which was not responded to until 4/12, as our partner who handles those emails unfortunately did not have access to her email.  We have since addressed this issue, to ensure there isn't such a lag on response to the customer.  There should have been a quicker response.  We subsequently sent a follow up email to the customer on 4/18 offering to send out another shipment free of cost.  We have not heard back from the customer to either of our emails on 4/12 and 4/18.

    We regret this customer had a poor experience and would still hope they will respond so we can deliver them their product.  Unfortunately, it was damaged at a FedEx facility and we were unaware until 4/13.

    Customer Answer

    Date: 04/26/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



    I did respond to the business that I would like a full refund posted to my credit card.



    Regards,



    *** *****

Bella Bambini Cellos is NOT a BBB Accredited Business.

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