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:12/27/2022

  Type:Service or Repair 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.

  On 11/27/22, I placed an order ( #*********) for a total of $117.61 from Personalization Mall. On 11/28/22, I received an email from *********** that $169.80 was charged to my account from PMall. I immediately reached out to PMall to find out what happened. On 11/28/22 I spoke with ******** who was very combative with me stating that she never received an order for that amount but instead received an order for $169.80. After a lengthy conversation, she told me she would look into it and get back to me. She never did. I waited until 12/1/22 and called back and she said because there was no record of what I was describing she could not honor the price. I told her I had all the proof because I always take screen shots of my orders. She asked me to email the screenshots to her and I did. I still heard nothing. I called back again and spoke to *********** on 12/5/22 and had to reiterate the conversation with ******** all over again. He asked me to forward the emails that I had sent to ******** to him and while I waited on hold he looked everything over and said their was a glitch in their system which applied an employee discount (Friends of ******************************* Discount 25% off and free shipping) automatically to my order. He said it was their error and that they would honor the price from my order and ship it out with expedited shipping so I would have it for the holiday season. I waited until 12/12/22 and I called back because I still did not have the order. Much to my surprise after speaking to *****, I was told the order had been cancelled! No explanation, no email, and no phone call, and ***** could not offer any information so he said he would have a supervisor call me back. ***** DID! I waited and I waited and nothing. Today, 12/27/22, I spoke with ******** who also could not explain nor tell my why no supervisor called back so she reentered me into the supervisors que once again. I asked for a corporate number but she said she could not give out that information.

  

  Business Response

  Date: 12/29/2022

  We have reviewed this order and had IT review the transaction and at no time did the 25% coupon code "Friends and Family" apply automatically. It was found to be manually entered by whomever placed the order. We do know that the coupon code was obtained by one of the coupon sites and was provided to customers without the express permission of PersonalizationMall.com. This code was deactivated and removed from all orders that displayed this code. Additionally, the customer was advised that the code was removed and that the order was canceled and refunded on December 1, 2022. The advise was sent to the email address provided at the time of order placement.  We do apologize for the misinformation received from various Representatives and have addressed the issue directly with those concerned. Further, per our Terms and conditions: THE COMPANY RESERVES THE RIGHT, WITHIN ITS SOLE DISCRETION, TO REFUSE TO ACCEPT AND PROCESS ANY AND ALL CUSTOMER ORDERS AND TO SUSPEND, DISCONTINUE, AND REFUSE THE USE OR ACCEPTANCE OF ANY AND ALL OFFERS, PROMOTIONS, DISCOUNTS, INCLUDING BUT NOT LIMITED TO, ANY AND ALL SAVINGS PASSES, REWARD PASSES, FRESH REWARDS, POINTS, AWARD CARDS, APPRECIATION AWARDS, COUPON CODES, GIFT CARDS, GIFT CERTIFICATES, CELEBRATIONS PASSPORT MEMBER BENEFITS, AND ANY AND ALL OTHER SIMILAR DEVICES AND PROMOTIONAL OFFERS OR CAMPAIGNS (PROMOTIONAL OFFERS) IN THE EVENT OF ADVERTISING ERRORS AND/OR THE ACTUAL OR SUSPECTED MISUSE, FRAUD OR ABUSE ASSOCIATED WITH SAID PROMOTIONAL OFFERS OR CUSTOMER ORDERS.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18643637
  
  I am rejecting this response because: First of all the date on my order is prior to the date they claimed the order was placed. Why would I place an order twice? As far as the coupon being entered manually, I was told it was an employee who worked there and obviously I would have no way of entering an employees code. I do not know who this person was that claims she reached out to me with her phone number because I tried reaching out again on 12/26 or12/27, I don't remember which day, but once again the rep told me she could see that none of may calls were returned so she replaced me in the supervisors que. And lastly not only was the discrepancy from the original date but I spoke to ***** (email trail) who said he was reshipping my items and refunding the difference. Only after not receiving the items did I call back to find out once again  the order was cancelled. I just don't see how this is not fraud. I sent my email receipts to you showing what I agreed to pay and then they added to the price. Very dishonest. How would I have that proof if I did not attempt to place that order? And if they would have offered me the 40 percent of with the free shipping I would have agreed to that. Are companies not held accountable for their own websites? They are the ones who gave me the total and had me "Click Here" if I wanted to place the order, which I did. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/11/2023

  Dear Customer- we regret any miscommunication and any inconvenience that was caused by the cancellation of your order but there is no fraud in this case your order was cancelled and refunded in full, per our policy we reserve the right to do so and we regret that we could not complete your order. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18643637
  
  I am rejecting this response because: It absolutely is fraud when you advertise a price and then do not honor it. Not only is it fraud but it is bad business practice. If it was a code that was no longer viable, then you should have not given me the total and asked me to confirm only to cancel it without even so much as an email.  Clearly it was a valid offer in order for me to screen shot the order. The holidays are over and it was very hurtful that you let me and my grandson down when it came to my purchase of the Christmas stockings. It was his first Christmas and you ruined it. You should have some type of remorse and the very least. But I didn't even get an apology or notification. I hope others do not do business with you thinking your company is an upstanding one. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/22/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 for my daughter to gift to her father for Christmas. I ordered this on 11/28/22. I was told Typically produced within 6-8 business days.Please allow additional **** business days for transit time. They said they would send an email when it shipped and they never did. I never got the package. I called and waited on hold for 80 minutes and still no one to talk to. I emailed several times and they kept referencing the wrong order and even resent the wrong order and I still do not have my original order

  

  Business Response

  Date: 12/28/2022

  We have reviewed the customers account and see that the customer did place the order on 11/28/22 and that shipping and tracking information was sent to the customer to the email stated on the order on December 2, 2022.  The email did not bounce back as undeliverable and therefore we believe that the email was received. We further see that the package was lost in transit and a replacement order was issued for the order placed on 12/3/22 which was a **************** error for which we apologize. Additionally we do see that a replacement was issued for the correct item on 12/24/22 and delivered today 12/28/22.  Due to the late delivery of this order and in keeping with our Guarantee & Return Policy the shipping charges were refunded to the original method of payment.  We are sincerely sorry for the delivery issue and for our **************** error.

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/22/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 personalized memorial garden stone on Dec 11, 2022. My order number is *********. I received a canvas with pictures of a family thanking me for being their dad instead of the garden stone. Obviously I received someone elses order. I have sent two emails and have made four phone calls to customer service. I have not received any response to my emails. No one has ever answered the phone. I have held on for a total of 3 hours for no one to ever answer the phone. I answered a survey expressing all of this and of course have not heard anything. I want my money/ stone immediately. Please help.

  

  Business Response

  Date: 12/28/2022

  We are sincerely sorry for the delivery error.  After review of the order we see that we received two emails one on December 19th at 1:19 p.m. and the second on December 20, at 11:55 a.m.  We state on our site that email responses during the Holiday can average 72 hours for a response due to the volume and customers sending multiple emails for the same issue. We responded on December 22nd at 5:37 p.m. stating that we had issued a replacement order that delivered on December 27, 2022 at 5:29 p.m.  Again we do apologize for our error but do feel that a little patience and understanding during the busy Holiday Season is warranted. 

  Customer Answer

  Date: 12/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ***************************************************

• Initial Complaint

  Date:12/21/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 an engraved cutting board. Half the engraving was missing I sent 4 separate e-mails and spent an hour on the phone waiting to talk to somebody only to hear I have to wait 30 minutes...then they closed....none of my E-mails were answered ..I had ordered a Christmas gift now I have an unfinished one and no promise of a new one or a refund.

  

  Business Response

  Date: 12/28/2022

  We have reviewed this order, the photo provided and our ***************** Teams evaluation of the photo.  Our website states: Note: Variations in tone and color are natural to these cutting boards. Some boards may be darker or lighter due to grain variations.  The determination was made on this basis.  The customer was not satisfied and the ***************** Team reviewed the photo a second time and elected to provide the customer with a refund for the item based on some areas of incomplete personalization. The refund was issued back to the original method of payment. 

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair 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.

  I ordered a personalized ornament with picture, names and date. I received it and immediately called them because the date was not centered. They used the picture ( bride's chest) instead of the center of the ornament, like they did with the names. The whole ornament is off because of their mistake. The date is 1 1/2 letters over to the right to far. When they answered the phone she told me to send a picture and I did . She had me send it to ***************** She said she received it and it looked centered. I told her to put a ruler to the date line. She left the phone to talk to someone, when she came back she said that they couldn't to anything. This is a printing company, all the had to do is go to the center of the ornament and count backwards by 2 to center it. I have shared this with my friends and family and every single person says it's off. A simple ruler says the date line is off. I want a new one sent to me express because of their mistake with that date line corrected. This was an Anniversary/ Christmas gift so it is now going to be late because of their sloppy work.

  

  Business Response

  Date: 12/28/2022

  We have reviewed the customers order and the photo provided and see that the item was manufactured exactly as the photo was uploaded. It is not the date that is off center it is the photo upload. We cannot replace the item without the same result therefore we have refunded this customer in full. Her refund will appear in ***** hours.  We manufactured, shipped and delivered the product in good faith and are sorry that the customer was not satisfied. 

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 personalized ornament from Personalization Mall, and it arrived broken. I payed extra to have it 2nd. day express and the ornament came in a cheap blister envelope that would not protect such a fragile item.The antlers on the rain deer are broken and ornament is worthless for this Christmas. Can not get through to call center. Requesting full refund of item and postage.

  

  Business Response

  Date: 12/28/2022

  CUSTOMER FILED COMPLAINT BASED ON ITEM DAMAGED IN TRANSIT AND DUE TO HAVING TO WAIT FOR A RESPONSE FROM A REPRESENTATIVE DUE TO HEAVY CALL VOLUME. WE ISSUED A REPLACEMENT ORDER AND REFUNDED THE SHIPPING ON THE ITEM.  SEE ORDER ATTACHED. WE SINCERELY REGRET THE ISSUE WITH THE DAMAGED ITEM AND DO APOLOGIZE ON BEHALF OF THE CARRIER AND PERSONALIZATIONMALL.COM.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18612003
  
  I am rejecting this response because: The second ornament ALSO came broken. Once again in a cheap padded envelope, and one again with a broken antler. VERY UNACCEPTABLE. Full refund please.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/29/2022

  We are sincerely sorry to learn that the second ornament also arrived broken.  This is the first we have heard of the second issue and sincerely apologize for the issue.  We request that the customer send us a photo of both broken items and we will be very happy to refund the purchase in full. Please send the photo to ***************** for an immediate resolution.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18612003
  
  I am rejecting this response because: I received an e-mail from Personalization  Mall  stating that they reviewed the photos and are sending a replacement. For the third time. It is WAY to late to gift it for Christmas as originally planed. JUST REFUND MY PAYMENT.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/11/2023

  A credit for the item has been issue leading to total refund of the cost. We endeavor to satisfy our customers and regret this incident and any inconvenience it may have caused.

  Customer Answer

  Date: 01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/16/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  ORDER ********* ORDER DATE: 12/02/2022 ORDER SHIP DATE: 12/07/2022 ORDER TOTAL: ***** ITEM NUMBER THAT HAS ISSUE: ***** DINOSAUR PERSONALIZED LED SIGN CHOOSE YOUR DINOSAUR: TYRANNOSAURUS *** NAME: ***** Item arrived packaged well with no visible damage to box nor damage to shipping supplies contained inside. The personalized dinosaur lamp item declared above, has scratches all over the dinosaur plate like it happened prior to shipment. It is no longer giftable for Christmas because of the damage to the item. I attempted to contact the company via email and let several days pass with no response. I have called the customer service phone number several times now that declared each time that the wait would be 30 minutes or you could press a button and have a representative call you back. I tried the button pressing for a rep to call me back but each time I have tried it, it hasn't worked. I have also stayed on hold for over 40 minutes on two to three different occasions with no answer each time. Therefore, I have resorted to filing a complaint as I cannot reach the company I purchased from to address an issue with the item that arrived with damage. At this point in time, I cannot recommend this company to others or will order from them in the future unless they address this issue. I am requesting a refund so that I can order the replacement item elsewhere.

  

  Business Response

  Date: 12/28/2022

  We have reviewed the customers order and complaint and believe that the protective film used to protect the acrylic form from damage during manufacture has not been removed from the item and would result in a scratched appearance.  We do see that our Representative answered an email that was sent by the customer advising that the film needed to be removed and how to accomplish that task. As of this response, the customer has not reached back out to advise that the situation has or has not been resolved. Additionally, while we are very sorry that our wait time for the phones and our email responses are delay during the Holiday Season, we are the same as all other retailers with similar issues. 

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However, I do believe the business should put a note somewhere informing the customer of the protective film beforehand, as it was only one sided on mine, which doesn't make sense and further led to the belief that one side had been scratched as well as why wouldn't both sides need protection. Regardless, some sort of note would be nice for the customer to know there is a protective film to be removed as it is precision cut and hard to even remove because it fits the item so snugly and doing so may result in less calls and emails having to be made to customer service (saving everyone time and confusion). Thanks. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 two separate Christmas orders on Dec. 2 and Dec. 9th. I received both orders. However, upon receiving both orders all 9 items are extremely blurry and do not appear as they did on the computer screen. I also received someone elses photo in my second order. I am very disappointed in both of my orders and would like a full refund. I have reached out to the company via email multiple times with no response. These were to be Christmas gifts and I have now ordered elsewhere due to the lack of communication on the companys end.

  

  Business Response

  Date: 12/28/2022

  We have reviewed both of this customers orders and see that after receipt of the requested photos on each order, Order#********* was refunded in full and order#********* was also refunded in full. We have provided this customer the desired result although the photos provided for manufacture were substandard and produced the quality received. 

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18598026
  
  I am rejecting this response because:
    Only one order was refunded in full (*********). I have not received a refund on the other order. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/29/2022

  Both order number ********* & ******** have been refunded in full and the customer needs to check her statement for confirmation.

  Customer Answer

  Date: 01/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received both payments in full. I appreciate the business reaching out and making things right. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair 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.

  I placed an order for 4 personalized Christmas stockings on 12/4/22. I received the order on 12/10 and was dissatisfied with the quality of the work. The company has a customer satisfaction guarantee clearly stated on their website. I followed the complaint process by contacting **************** on 12/12 to advise them of the manufacturing defects. I sent in photos clearly showing the lettering was crooked and unevenly placed on 3 of the 4 stockings. I even used a ruler and level in the photos to make the issue as clear as possible. I was advised that nothing was wrong with the stockings. The exact wording of their response is as follows:"We suggest to take the stocking and open the cuff up and adjust the cuff material. The cuff at the top of the stocking needs to be aligned so the name gets centered. You may have to lay a book or something heavy on the stocking to make the creases on the side lay flat. Please let us know if this resolves the issue." Adjusting the cuff has absolutely nothing to do with the placement of the letters near the seam and does not change a thing. On 12/13, I sent the following response:You clearly do not appreciate my business as you refuse to honor your customer satisfaction guarantee. Taken directly from your website:"We guarantee our personalized products to be free of manufacturing errors or product defects. If there is a quality issue with your order, you may return it in new condition and in its original packaging for a prompt exchange for the same item, or immediate full refund. Understandably, personalized items cannot be accepted for return unless there is a manufacturing error or product defect."This is most definitely a quality issue. My son's name is clearly crooked. It starts at 1/4 of an inch from the seam and ends at **** inches from the seam. ******* name is **** inches from the seam whereas my daughter's name is .25 inches from the seam. They do not look uniform at all when side by side.

  

  Business Response

  Date: 12/19/2022

  We have reviewed your order, the photos provided and the email communications and see that the personalization is crooked and inconsistent in placement.  We sincerely apologize for this issue. This is to notify you that your requested refund in the amount of $77.64 has been submitted to your original form of payment and will appear within ***** hours. 

• Initial Complaint

  Date:12/14/2022

  Type:Delivery 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.

  Placed an order 11/28/22. Received shipping confirmation with a tracking number on 12/1/22. The tracking number showed delivery to an incorrect state and showed delivered on 11/12/22 (impossible as I just placed the order after the delivery date). 12/3 I sent an email to which they replied on 12/5 that my products were delivered. I replied saying this can't be as the date is before I ever ordered. They responded on 12/6 that they "recycled" tracking numbers and I would receive my items on 12/12. On 12/10 I received an email from them stating they can't locate my package and will replace it. On 12/12 I called asking for more information on the replacement and was advised that they have to cancel 2 products as they are on backorder. I asked them to hold them for the products to be in stock. They would not. I asked to speak to management, was placed on hold and hung up on. I have emailed and asked for calls backs on three additional emails. NOTHING. I want all the products I ordered on 11/28. I believe there is intentional deceit with their shipping practices.

  

  Business Response

  Date: 12/19/2022

  We have reviewed the customers order, the recorded phone conversations with our Representatives and see that the customers original order was lost in transit for which we sincerely apologize. We do see that a replacement order was issued for 7 of the 9 items ordered with 2 items being backordered and a refund for the two items issued to the customers account. We issued the refund which would enable the customer to purchase something else as company policy precludes carrying an order waiting for a backorder. The replacement order was delivered on December 16, 2022 to the address provided by the customer and we have a proof of delivery from the carrier.  Lastly, we do not transfer calls to Supervisors.  The request is placed in a Supervisory Log and given that the issue is not resolved, we contact the customer by email or phone.  In this instance, the issue was resolved, perhaps not to the customers satisfaction, however, we saw that the customer received a replacement order and a refund for those items we could not produce.  We did not find that our Representatives were anything but courteous and attempted to assist this customer but could not provide the resolution that the customer wanted and neither could a Supervisor.  

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18575480
  
  I am rejecting this response because: my issue was not resolved.   no supervisor or any member of management called me.  My original order had 2 items cancelled.  No offer to replace, redo, hold or anything.  The original representative hung up on me.  unacceptable business practice!   Your original order was not lost - it was given an incorrect tracking number which your organization recycled.  You tried to blame USPS.   This was your error and why the order was incorrectly shipped.  I ordered my product on November 28th.  Your representative said my order was delivered on November 12 WHICH IS IMPOSSIBLE TO DO and this was because you used an incorrect tracking number.   This service ***** - if I need or want to speak to management you need to let me do so.  I have emailed you repeatedly advising this is not resolved.  I want the pieces I originally ordered on November 28th and if you cannot supply them then you need to offer an alternative.  Your replacement is incomplete and does not satisfy my order that was completed on November 28th. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18575480
  
  I am rejecting this response because:

  please supply a recording of the conversation with the representatives that you are stating are courteous.  This is a lie and misrepresentation.   The representatives were anything but courteous and supplied false information.  In email they supplied inaccurate information related to the tracking of the original order.   By phone they were rude and irritable.  They hung up on me.   The inability to speak to management is not an acceptable business practice.  The gall of you to define a situation as "resolved" when it is not is not an acceptable business practice.   I will hereby warn anyone NOT to do business with this company if they don't allow customers to speak with supervisors or managers and if they define courtesy by hanging up on callers.   
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/29/2022

  We have NEVER advised a customer that they could not speak with a Supervisor.  Our phone system does not allow transfers as this is how our system works.  Requests for Supervisor assistance are placed in a log and addressed on a first come first serve basis.  Further, if the situation appears to have been resolved, the Supervisors will move on to issues that still require resolution.  We take our **************** very seriously and all complaints of rude behavior and any hang *** are reviewed and the issue addressed with the representative. We reviewed the phone conversation and our Representative was NOTHING but gracious and accommodating and indicated that she would issue an immediate replacement and then advised that two of the items were backordered. At that point the customer demanded to have the items left on backorder and shipped when available.  The way our systems is designed we cannot leave an item on backorder and we must refund the purchase.  The customer was so insistent that we keep the items on backorder and then demanded a Supervisor and stated that she would wait on the line. She was advised again that Supervisors return calls from a log and she stated she would wait.  The Representative did NOT disconnect the call, the customer hung up after 8 minutes and 36 seconds on hold. We regret that this customer does not like our business practices and she is well within her right to disagree.  The customers order was replaced with the items that were not backordered and the package arrived on Friday 12/16 as promise by the Representative at 2:55 p.m. and a refund in the amount of $32.94 was issued for the backordered items. When the Supervisor reviewed this account the issue was resolved.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18575480
  
  I am rejecting this response because:  

  1.  My call was not placed on a supervisor return call.   The representative did not have my phone number

  2.  I was told i could NOT speak with a supervisor.

  3.  Send a copy of the recorded call to the BBB and to me to verify the "courtesy"

  4.  I am being called a liar.   I was hung up on.  I did not hang up on the representative.  She would not let me speak to a supervisor.  Please show proof of the supervisor call log.

  5.  You, as a business, and your "supervisors" cannot arbitrarily advise when an issue is resolved and therefore just close it out.  I want to speak to someone related to the horrific service I received.  THIS IS NOT RESOLVED!

  6.  If my original order was sent with two products that cannot be replaced - find a way to make it right.  Offer a solution.  Offer an alternative product.  Don't just cancel and say "oh well, now on back order, too bad so sad".    YOU NEED TO MAKE IT RIGHT.   If the original was really sent to me, you owe me the two replacements.  

   

  The service (lack of any of it) is horrible.  Do you really not get it?  do you really not want to assist people?  Is it really okay to hang up on people and you to arbitrarily advise that you think the situation is resolved.  I promise you - the service on the phone by your representative was the worst I have ever had.  
  
  Sincerely,
  
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