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:10/14/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Sept 23, 2025 I phoned the business to get a gift certificate for a friend. I requested an email but was told it must be sent via post office. I request just the certificate number be texted to me but was again told they needed a postal address. I texted my address. Unknowingly, I had made a typo. I waited until Oct 7 for the gift but I never received it. I reached out to House Of Intention again and they confirmed it was sent and provided the **** tracking information. That day, my *********** informed me it was addressed incorrectly and put in the wrong PO Box.Oct 8. I texted HOUSE OF INTENTION and apologized for the typo and asked if the certificate can be voided. If I could be refunded, as I gave another gift to my friend. I was told no. It was my mistake and they sent it out and they "are not able to refund this transaction." Being it is just a Gift Certificate Number, I do not know how the business cannot void and give another one. A typo cost me $80. I want the money refunded.

  Business Response

  Date: 11/04/2025

  I will state the facts, matching the date/time stamps of our correspondence with *** ******** On Tuesday, 9/23 at 10:05am, we received a message via Square from *** ******* inquiring if we sold gift cards and if the certificate could be mailed to her on the Big Island.  We promptly confirmed we offer gift cards and when she responded that she wanted to purchase one, she was asked for a mailing address. We informed her that we would invoice her for the physical gift card. She confirmed (see attachments) and we then called *** ******* to obtain her CC# over the phone as Square does not allow us to send an invoice for a gift card. 

  Upon her payment, we promptly mailed out the gift card that same afternoon (see ShipStation receipt with **** tracking number) to the address that she provided us in the same message thread.  Per the **** tracking number, the package arrived the next day, on Wednesday, 9/24 to the ** BOX number that *** ******* provided us with.  As a courtesy, my employee took it upon herself to waive the shipping fee and chose to send the gift card via **** Ground Advantage so that we could have a tracking number. We also do not typically ship out on Tuesdays, but my employee empathized with her situation that she needed the gift by Thursday, so she stayed after her shift to pack the card and drove on her own time to personally drop it off to the post office so it could go out that evening.

  Our store has a no returns or exchanges policy.  As a physical gift card was mailed to *** ******** we are not able to refund it even if we were to loosen this policy.  My employee went above and beyond to take care of this request in a prompt and professional manner.  What we found later was that *** ******* provided us the wrong address so it sat in a different ** Box, one digit off from hers.  This is not our fault as we sent it to the address that she provided us.  When another employee received *** ********* call asking why she had not received her gift card, we looked into it and provided the tracking number which showed the card arrived the very next day. It was *** ******* who called her local post office and realized then that she had a typo in her message to us.  She also sent us a message saying that she chose to buy her friend a different gift and wanted her money back.  Again, we are not able to refund a gift card that is already disbursed to the customer.  When *** ******* spoke to another one of my employees, she was rude and accusatory when we were trying to help figure out the problem on why she had not yet received it. This employee was actually shaken when she reported this call to me. I find her behavior and tone unacceptable.

  We did everything right.  We were prompt, professional and courteous - even generous in going above and beyond to ship out the card the same day and not charging for shipping fees. If the customer is wanting a refund, we would need the physical card back and would have to manually cash the card in but *** ******* did not offer to send the card back.  Only threats that she would write us horrible reviews on ****** and Yelp and report us to the BBB.

  Customer Answer

  Date: 11/05/2025

   
  Complaint: 23996347
  
  I am rejecting this response because: it requires me to return the gift certificate. Being I have not received it, this is impossible. 
  
  Sincerely,
  
  ****** *******