ComplaintsforUrns.com

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned my necklace to urns.com, for a refund. The customer service has been extremely poor and I have sent 7 emails with no response. I am extremely frustrated with how I have been treated, especially given that customers, including myself, are grieving.

  

  Business response

  01/22/2024

  Hello,

  The client ordered 3 pendants and then sent an email to return one of them. We gave her the instructions to do it.

  Then she wanted to return a second pendant and she did not wait for instructions on how to do it and she returned to the wrong warehouse.

  We explained to her that we couldn't do the refund unless we have the pendant in the right warehouse and that we were going to locate the package and send it to the right location.

  She started sending emails and more emails to get a refund.

  Finally today we were able to get the pendant at the right location and we issued a credit.

  Sincerely,

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an urn. The urn was delivered. It was not the correct top. The urn also stood extremely crooked. I was told it would be corrected but my emails were ignored and nothing has been done.

  

  Business response

  12/05/2023

  Hello,

  Yes, we dropped the ball on this issue and we apologize.

  We will make sure to send the correct top for the urn in question.

  Sincerely,

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an urn for a family member on 3/19/2023 and I paid $126 plus $20 for expedited delivery. Since we added an engraving after the original order, the next day, the price qualified for 10% off. I spoke to Ruffo M****** after several of my emails were ignored on 3/27/23 and again in April. He agreed and said he would refund me 10% back which is $12.60. A month passed and u inquired about my refund and Mr. M****** emailed me that my order does not qualify for the discount because he separated my order and i assume, forgot all about our conversations and his agreement to refund me. I wish I could dispute the delivery fee since the urn arrived 10 days after ordering and I needed it before leaving my family. Order # is 18961 and 19025 (engraving added). The communication when ordering and approving and order is very poor and the business does not live up to their word and advertisements. Besides being so unprofessional, I wish I could warn others to avoid Urns.com because the heartache of losing a loved one is not eased with this business but actually is worsened with their poor business practices and complete negligence to customers valid issues.

  

  Business response

  06/05/2023

  We explained that in order to qualify for a discount, as we state on our website, the order has to be $99 or more.

  In this specific case, the customer placed 2 separate orders, each of those were $98 or less and the store system will not let us enter a discount adding 2 separate orders.

  Therefore, unfortunately, we cannot issue a refund for a discount that was not entered at the time of purchase.

  Sincerely,

  Customer response

  06/20/2023

  
  
  I am rejecting this response because:

  I have emails to the business that Mr M****** did not respond to. He responded to my complaint with different information than what he told me. It was ONE ORDER THAT GOT AMENDED TO ADD A CARVING OF A QUOTE FOR ADDITIONAL COST. Mr M****** agreed I then qualified for 10 percent being my cost went over the minimum amount in order to be eligible for the discount. I have never been mistreated like this with such unprofessionalism. The owner said one thing and did another. I would advertise to advise others to not fall for the trap and deal with this business, at all.  I still want my refund Mr M****** promised me for the ten percent.
  
  Regards,
  
  J***** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It’s now over 6 months since I requested a 10% refund Ruffo M****** said I’d receive (I paid $383.96 on May 27), but I haven’t received it. Just as with **** ***, see his 12/20/2021 review on ********************************************* (with login; I have pictures), “They promised me a 10% refund after the urn shipped but I never received it. I have contacted them via email multiple times with no response.” I also mailed Urns****/M****** repeatedly, and received some unhelpful responses, but no refund, or apology. As for the urn I bought, I was told it'd come with gold engraving; it arrived with black engraving. I heard, only *after* it arrived, that M******'s employee supposedly told him gold wouldn't be readable, so they made it black instead; but no one told me this BEFORE sending me the urn. An ugly surprise. (Later, other urn companies told me gold letters *would* be readable, contradicting M******.) Moreover, I left a review on the Urns**** webpage for that urn, “Terrible service, waiting for refund”, giving one star out of five. I checked later and my review had disappeared! I reposted it and got the same result! Were my reviews deliberately erased? Also, the BBB section at bottom of the Urns**** homepage says, “BBB Rating: A+” (it's really A-), but then says, in very tiny print, “as of 7/24/18”. What kind of person posts a rating from *over 4 years ago*, and puts the disclaimer in miniscule fine print? As noted on others' BBB complaints, people are so disgusted with M******/Urns**** that they mention things like “false advertising”, possible lawsuits, “liar”, etc. Should people mourning loved ones be so mistreated? Finally, I write not just for myself, but also to save others from similar misery. 

  

  Business response

  12/08/2022

  David is right, we dropped the ball on the 10% discount we offered.

  We did it today.

  Sincerely,

  Customer response

  12/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
  
  Complaint: ********
  
  I am rejecting this response because:

   

       As I said before, I paid $383.96 on May 27 for the urn, requesting a 10% refund. On December 8, I received a refund of $33.20, when the refund should've been at least $38.40, by my calculation (10% of $383.96). It looks like they took the $358.00 base cost of the urn and SUBTRACTED the $25.96 of taxes from that, when calculating my refund, instead of adding the taxes to the base cost, equaling $383.96 of course. Incredibly slapdash and careless of them, if not deliberate.

       So, I want the additional $5.20 back (that plus $33.20 equals $38.40), even though, sadly, the time it's taking me to write this response is worth much more than $5.20. Additionally, I asked for an apology (none came), a pledge not to mistreat customers anymore (none came), and their putting the correct, current BBB rating on the Urns**** homepage, instead of saying in tiny print that the A+ rating is as of over four years ago! (7/24/2018); that correction I requested hasn't happened either.

       Thus, as of today, they have delivered on NONE of the four requests I had. This is in line with so many other complaints by other customers, about inadequate responses by Urns**** or Ruffo M******.

       As soon as Urns**** gives me the money for a full 10% refund, and other things I requested, I can think about closing the complaint. (And the hours taken to write and research the complaint were also a burden, maybe worth far more than the money I'm getting back.) I hope I receive what I requested soon, so as to be less trouble to me, and also to BBB. Thanks to BBB for their time.

  
  Regards,
  
  ***** *****
  

  

  Business response

  01/06/2023

  We cannot take taxes into consideration, they are automatically subtracted from our store.

  If the client would like that portion back, he will have to get in touch with the California State taxes administration.

  Sincerely,

  Customer response

  01/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
  
  Complaint: ********
  
  I am rejecting this response because:

       Urns**** says, "We cannot take taxes into consideration, they are automatically subtracted from our store.
  If the client would like that portion back, he will have to get in touch with the California State taxes administration."

       This is ridiculous, especially given all that I have suffered. No one is forcing them not to consider the taxes; they can just refund me the few dollars I'm owed: that isn't going to bankrupt Urns****. Urns**** can then **themselves go ask the State of California to refund them the value of the sales tax.** To say I should go through all the trouble of that myself, to go to the State over a few dollars, is a slap in the face.

       Too, with the $358.00 base cost of the urn, even before taxes, Urns**** still owes me $2.60 ($35.80 is 10% of $358.00, and I was refunded only $33.20). So they have failed to perform on that, too, refunding me 10% of the base cost. This is outrageous. 

       I have even read some legal authority online, saying that I, the consumer, am not even allowed to ask the State for a refund of sales tax; the retailer has to do it. So Urns**** and/or M****** may be making a fraudulent claim here. BBB should check this out, if it's interested in keeping retailers honest.

       So, as I've said before, I want the additional $5.20 back (that plus $33.20 equals $38.40), even though, sadly, the time it's taking me to write this response is worth much more than $5.20. Additionally, I asked for an apology (none came), a pledge not to mistreat customers anymore (none came), and their putting the correct, current BBB rating on the Urns**** homepage, instead of saying in tiny print that the A+ rating is as of over four years ago! (7/24/2018), which hasn't happened either.
       Thus, as of today, they have delivered on NONE of the four requests I had. This is in line with so many other complaints by other customers, about inadequate responses by Urns**** or Ruffo M******.

       In addition, I'm recalling that they didn't let me post a review of the urn on their website; I was going to give one star, plus criticism, but the review vanished after I put it up, twice, so I assume they deliberately erased it. I should be allowed to post that review or a similar review, have it on their website permanently, and contact BBB if I see my review is ever erased.

       As soon as Urns**** gives me my full refund and all other things I requested, I can think about closing the complaint. I hope it happens soon, so as to be less trouble to me, and also to BBB. But whether the complaint is closed or not, I would like all this to be posted on the BBB website, all my complaints and responses, and all responses Urns**** has made. The public should know about the atrocious behavior of M****** and Urns****, so they're fully warned about what might happen.

       Thanks to BBB for their time and effort.

  Regards,
  
  ***** *****
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/1/22 my wife (C**** ********) ordered an urn from Urns.com for her mother's ashes. The cost of the urn was $79, and was charged to our Visa card on 4/3/22. The urn was delivered on 4/6/22. When my wife opened the box, she immediately noticed the urn we got did not match the picture that was on the Urns.com website. The color was different, and the engraving looked different as compared to the website picture. We were in the process of dealing with her Mother's service, but the next week she contacted Urns.com about the difference between what we received and what was shown on the website. R**** ******* at Urns.com sent us an email asking us to send the urn back to an address in Texas. Unfortunately a few weeks went by by the time we shipped the urn back on 5/7/22 via USPS. The returned urn was received by Urns.com on 5/12/22 according to USPS. After many phone calls and emails, we still have not received a refund of the $79 we were charged for the urn we returned.

  

  Business response

  06/17/2022

  We have to apologize to C**** and her husband, for some reason her emails were going to spam and we ignored them.

  A credit has been issued this morning.

  Sincerely,

• Initial Complaint

  04/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My mother ordered a pendant necklace from Urns.com on April 19, 2022. The cost was $189. I had previous ordered a pendant necklace similar to the one she ordered last year and had it shipped to my PO Box and had no problem receiving it. On the 19th I received a email from one of the employees at Urns.com saying that they needed our street address to where we live cause the delivery company (USPS) does not deliver to the Post Office. They basically said if I did not provide my address to where I live they could not ship it. So I provided the address eventhough I knew it would not arrive unless I placed a intercept on it and had it held at the Post Office. I then received a email with the tracking number and yes it had been picked up by USPS. It has now been lost in transit and the post office has no idea where it's at. I contacted urns.com to see what they could do and they said since it's our fault cause we intercepted it that they would not do anything to help us. I responded back by email and told them of how their employee told me if I didn't provide the residential address it couldn't be shipped and attached a snapshot of the email of the employee saying this and they did not reply back to the email.

  

  Business response

  04/29/2022

  Hello,

  We do not understand why the client intercepted the package if it was going to be delivered to a street address.

  We spoke to the USPS representative and we cannot do anything on our end because the client is the one that changed the address.

  If the Postal Service is telling us that we cannot do anything, how can we intervine?

  We can file a claim with the postal service, but might de rejected because of the change of address. But, we will try.

  Sincerely,

   

  Customer response

  04/29/2022

  
  
  I am rejecting this response because I advised Urns.com in a email of why I had to intercept the package. I told them I had to intercept it cause when we ordered the pendant necklace we put for it to be shipped to the Post Office Box because we can not get mail at our street address because we do not have a mailbox at our residence so USPS will not deliver here since we have a PO box. The employee **** Urns.com after we ordered emailed me and told me they needed my residential address for them to be able to ship the package because they said they could not ship to a PO Box because the private company that would be delivering it could not deliver to a PO Box, which in turn the private company they are talking about is USPS which is the post office and they deliver to PO Boxes all the time. I ordered from this company last year and had it sent to my PO box and had no issue. Again the reason I had to intercept it is because if it would've went to the street address it would've went back to urns.com and wouldn't have been delivered. So the employee from urns.com who demanded me change my delivery address is the cause of all this cause if they would've left it alone it would've been delivered to the PO Box and we would've had it already and there would've been no need to intercept it.

  

  Business response

  05/02/2022

  Hello,

  As we stated before, the Postal Service will not be able to do anything else for us, because it is the client who intercepted the package.

  We tried as promised, but there is nothing we could accomplish.

  We apologize for the inconvenience.

  Sincerely,

  Customer response

  05/02/2022

  
  
  I am rejecting this response because:

  
  

  Yall keep saying there is nothing yall can do yet yall are the ones that caused the issue. Again like I have told yall 4 times already, your employee emailed me after we ordered and said that yall could not ship the product if we did not give the address to where we lived because they delivery company (which is not a delivery company, its USPS) can't deliver to a PO Box. Yet yall keep asking why mail can't be delivered to a street address that does not have a mailbox because the mail is delivered to a PO Box is the reason. That was the whole reason on not providing a street address when ordering and that was the reason also why I had to intercept the package to keep it from having to be sent back to the sender. If your employee would've left it alone to start with we wouldn't be in the situation we are in now. Like I mentioned before I ordered from yall last year and provided the PO Box and did not have a issue, I did not receive a email from any employee in your company saying they could not ship if they didn't have my street address and I received my product yet this time it was a issue. As you seen, USPS has no clue to where the package is now because it hasn't been tracked since April 21st. Most businesses would try to make things right yet all yall want to do is tell your customers there's nothing yall can do yet a good business that has good business ethics would either send a replacement or issue a refund to their customer knowing that the customer isn't going to get their product when they had nothing to do with not getting their product they paid for. I am again attaching the email I received from your employee saying that yall wouldn't be able to ship unless yall had the street address cause the Post Office (USPS) don't ship to the Post Office. Again yall keep trying to blame us for intercepting the package because we wanted to get our package but your employee was the reason we had to intercept it.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Last Wednesday March 2, 2022, I ordered 4 urns and paid for overnight shipping at an extra $50. It is now March 7,2022 and I still do not have much last urn. The shipment says it was delivered and I have checked everywhere no shipment to be found. I have emailed this company at least 4 times to resolve this with no response. I do not recommend this company for urns for your loved ones!! 

  

  Business response

  03/15/2022

  All the urns and keepsakes have been delivered, one of them was delayed because on the website we state that the pendants are one of a kind and these are the ones we have available today. And we email the client the options available on the day and wait for confirmation.

  Customer response

  03/16/2022

  
  
  I am rejecting this response because:

  The company does not state which one is available that day. And I still have not received the urn. They have sent me another shipment of that urn and I have told them I do not want the urn as to I had to replace it. I also stated that I wanted my overnight shipping to be refunded as to 2 of the pieces did not get sent out on overnight. The second shipment was second day air, not overnight. I have asked about 5x now for a refund with no response from them accept for this response from better business bureau.
  
  Regards,
  
  M******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  03/16/2022

  With all due respect, our customer has mis-represented the transaction details.  Below are the details for the order and as well as our effort to resolve this issue.

  On 3/2/22 our customer placed an order with us.  The details of each item are as follows:

  Item:  UDC-1668 - Marble Urn Black Grain - was Shipped Overnight by our vendor on 3/2/22 - and received by our customer on 3/3/22 - tracking information is available to prove this, if necessary.

  Item:  UDC-1028 - Black Toledo Hand Carved Brass Keepsake - was Shipped Overnight by our vendor on 3/2/22 - and received by our customer on 3/3/22 - tracking information is available to prove this, if necessary.

  Item:  UDC-1913 - Urn Medallion w/Personalization - was Shipped Overnight by our vendor on 3/2/22 - and received by our customer on 3/3/22 - tracking information is available to prove this, if necessary.

  Item:  UDC-4956 - Halcyon Clarity Heart Cremation Necklace -  Our Customer's order was received AFTER our vendor's shipping window had closed for the day, BUT it was Shipped Overnight by our vendor on 3/3/22 - and received by our customer on 3/4/22 - tracking information is available to prove this, if necessary. Our shipping policy states that: "All orders are processed within 1 business day (excluding weekends and holidays) after receiving your order confirmation email. We do our best to ensure same day shipping when possible."

  Item:  UDC-2842 - Buckeye Burlwood Wood Pendant - We explained to our customer that these pendants are Unique and made by our vendor one at a time and our website states that: " These cremation pendants are one of a kind, so when you place your order you may not get the one pictured. We will send you an email with all the ones available at the date of purchase". When our customer placed her order, we eMailed her details regarding the  pendants that were available from our vendor on that day - 3/2/22  Our customer did not make her choice until 2 days later, Friday the 3/4/22..via chat.... Our vendor shipped it Overnight that day, 3/4/22 and our customer received by our customer on Monday 3/7/22 - (All common carriers do not consider weekends as transit days) - tracking information is available to prove this, if necessary.

  Every Item in our customers order WAS Shipped Overnight as explained above, therefore we will Not be refunding any overnight charges.

  In an effort to resolve the issue with Item UDC-2842 - Buckeye Burlwood Wood Pendant - that was received by our customer on the 7th - due to the multiple days delay in her making her choice - we have eMailed her a pre-paid call tag so that she can return the item to us.

  Upon receipt of the item, in sellable condition, we will refund our customer $79 less the 10% discount that she utilized in placing her order. - Therefore, $71.10 will be refunded via the method of original payment.

  We sincerely believe that we have, and are fulfilling our obligation to resolve this issue. We respectfully request BBB to indicate this issue has been resolved in a positive fashion.

   

  Customer response

  03/16/2022

  
  
  I am rejecting this response because:

  The day I placed my order the company emailed me and stated that 2 of the items were out of stock. I replied with replacements. One was the big urn and the other was a small keepsake urns with a heart box. I also ordered a crystal necklace and another necklace. The next day I received the replacement urns. That day I called and spoke to a young woman who put me on hold and came back stating that I would relieve my shipment. I received it 2 days later with a 2nd day Air shipment sticker, that was the crystal necklace. I emailed company asking where the 4th urn was. I got no response until the necklace had shipped. The item states it was delivered however I emailed the same night it says it was delivered and stated that I have no item even though it says delivered. I continued to go no response. Then today I get another email stating my order has shipped again. Plus I get an email with a return label for an item I never actually physically received. I have asked for a refund on shipping for this order because they did not honor overnight the second was 2 day air and third still have no urn. I am beyond frustrated at such a depressing time losing my father and wanting to have urns for him and I just want a refund on services and products I have not gotten.
  
  Regards,
  
  M******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*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. ↩