ComplaintsforTrophy Depot, Inc.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some trophies from this company. When I purchased them, the check out said they would arrive in plenty of time for my event. But I did not hear back from the company. When I finally emailed them, they did not respond. I tried to call the numbers listed and they are all disconnected. I get a disconnected and is no longer in service. When I emailed again and said I tried to call, that is when they emailed me the tracking info. It was like my email reminded they that they had my order and needed to ship it. I ordered on 5/4 and they sent the tracking 5/18. The items were supposed to be here 5/24 by the end of the day. Nothing. So I will not have these trophies by my event. I do not see how a business can not have any working customer service numbers. How they can say they will get an item to you by a certain time and not deliver. This is blatant mismanagement of the company. This place should be shut down.

  Business response

  05/25/2023

  We ship all items per customer's indicated need by date . We are currently experiencing a high volume of custom orders and are working diligently to meet the demand.Our customer service reps are working as hard as they can  as well to answer any questions that come about.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed two orders, one on 4/21 and the second on 4/23 (order no. ******* and *******). I ordered from trophy depot last year and the order was processed and shipped fairly quickly. I requested to receive my order by Friday, May 12th for an event this weekend. However, I noticed that my order still had not shipped at the beginning of the week. I called twice, left two voice mails on 5/9, 5/11, and sent an email on 5/11. Then I received an email that the order was shipped on the evening of 5/11 via ground shipping- which is clear that the trophies will NOT arrive by 5/12. Because the trophies will not arrive in time for my event, I called back on 5/12, left a voice mail again and still no response. They should offer a refund since they did not fulfill my order on time and did not inform me ahead of time. I'm not sure why they mention 24/7 customer support when their customer service has been terrible.

  Business response

  05/15/2023

  Unfortunately the orders shipped and there was a delay in the delivery from *** , if customer does not want due to the delay , she can refuse the shipments so it gets returned to trophy depot for a full refund
  

  Customer response

  05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will wait until the end of the week when the package is scheduled to be delivered- Will refuse the delivery so it gets returned to trophy depot and expect a full refund. 
  
  Sincerely,
  *********
  
  
  
   
  
  

  Customer response

  06/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  Hello, I filed a complaint last month and the issue has not been resolved. No refund has been provided yet.
  
  My complaint ID: #********
  
  Any assistance would be appreciated.
  
  Thank you,
  *********
  

  
  

  
  
  
  
  
   
  

  Business response

  06/19/2023

  We called to call customer to get payment info to give a refund , customer needs to call us back at **************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased trophies on April 16 from this company, $61.65 to be exact. When I continued to see no movement being done on my trophies I decided that it was best for me to try to check in and see when they would arrive or if I could cancel them due to them not arriving in time. I emailed them multiple times, called and left multiple voicemails. None of them were returned. I filed a review with the BBB last week and they responded stating that they would cancel my order and give me a refund. I still never received any refund, it is now May 3rd. I left another email this morning to which ****** responded stating that it was my banks responsibility to take care of the refund and not theirs. Thats an absolute lie. Im glad they canceled the order because they wouldnt have arrived on time, but its their responsibility to refund me my money. Not my banks. Employee is not helpful at all. Told me to call to discuss and the number they gave rings and rings and then it says the voicemail box is full.

  Business response

  05/04/2023

  Per her complaint BBB on 4-27-23 ,see below that is the reason why we stopped the shipment and cancelled the order and also the reason we cannot do the refund.

  I will be calling my bank to ask them to stop the charge as I know they will never refund me, like they should. Review By: ***************************** ************************* *************** Submitted: 04/27/2023 Review ID: ****** 
  Submitted: 05/04/2023
  

  
  

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The payment had already been processed out of my account, so please explain to me how my bank is supposed to get my money refunded to me from your account. Payment was received by your company on 4/16. I finally opened up a dispute with my bank on 5/3. Your email stated you had canceled my shipment and that you would be refunding me, that email was sent on 4/29. My complaint was sent on 4/27 with the BBB to which you responded on 4/29 with the email stating you had canceled and would be refunding me. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/04/2023

  You filed a complaint and stated you were contacting the bank ,we stopped the shipment of your order   we cancelled your order , we cannot refund once a customer contacts their bank 

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Your response right away should have been we are so sorry for the the lack of communication. How as a business can we make this right. You absolutely can refund me, my bank has nothing to do with it. The money was already in your account. Now my bank has to go after you so that you can refund the money to them. Its despicable how you are running this business. Never picking up your phones, never returning messages, or emails until it gets to this point. I for one will never do business with your company again. And I will absolutely make sure that anyone I know wont either. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 24 bobblehead trophies w/ overnight shipping on 11/28/22. 3 days later on 12/1/22, ****** contacted us to let us know that the box they thought contained bobbleheads was ***************** didn't have enough to fulfill our order. She offered a substitution which I had no choice but to accept because she waited so long to tell me. She said it was a big upgrade from what we ordered & she'd waive the price increase but I checked online & both trophies were the same price. The trophies did not arrive on time despite paying a fortune for overnight shipping so I asked for a refund on that & was told very rudely that I couldn't get a refund until after they got a refund from ****** After receiving the trophies several weeks later I discovered the "plates" on the trophies were just cheap stickers that were easily peeled off. HUGE misrepresentation! The website said they'd come with engraved plates. There was even a charge for engraving. And despite spelling it correctly when ordering, "Golf" was misspelled. All the trophies said "Gold" tournament. When I called about it all I got was attitude/excuses. We finally got the engraved plates 6 weeks later & "Golf" is STILL misspelled! I called again to discuss & left a voicemail. Days later I got a call from ****** who informed me that she "doesn't check voicemails" so I had to re explain the issue which was met with more excuses & a "no" when requesting a refund. Each conversation has been increasingly more & more frustrating, and I've never experienced such terrible customer service. I'm appalled at the amount of excuses I've been given & the blatant refusal to accept responsibility for the mistakes that they made. I finally gave up on making this order right & requested a full refund on 1/25/23 which ****** agreed to pending receipt of the returned trophies. I requested a shipping label be sent at their expense again on 1/27/23 & again on 2/6/23 and have not received a response or the label to return the trophies.

  Business response

  02/07/2023

  As previously posted and answered.

  A shipping label will be emailed to customer to return the trophies to us . 

  Customer response

  02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have still yet to receive the shipping label I requested two weeks ago and therefore cannot return the merchandise for our refund. This is my fourth request in two weeks to receive this shipping label.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  02/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Finally received the shipping label and have sent the trophies back but have not yet received a refund. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/14/2023

  As per email to customer on 2-13-23 once trophies arrive back and are all checked in refund will be issued

• Initial Complaint

  11/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The order says it was placed 6/7/2022 however it seems to me that i placed it earlier than that as our event was in July.Order # ******* All except two of the awards were received (************************* and ***********************)I have called numerous times and phone lines are disconnected due to a move.I have emailed numerous times without receiving a response.I could not present all awards at our 20th anniversary which was embarrassing.We would like to receive these two missing awards ASAP so we can present at our next management event 3rd of December.This is a last resort, it would have been much better to be able to work directly with the company.

  Business response

  11/14/2022

  We will call customer to discuss the shipment she received in June 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ********* Athletic Director placed an order with the school's credit card for track medals on 3/18/22 for $767.20. After waiting several weeks, he contacted Trophy Depot by email because he could never get through to customer service over the phone about the status of his order. He never rec'd the medals or any communication. I followed up with the order the end of April/early *** and was told by "******" that they shipped the order to us but it was returned to them (Trophy Depot) damaged. It was very heavy and they would ship it out. I explained that the track meet had since passed and we would like a discount because we haven't rec'd any communication from Trophy Depot and now we had to mail all of the medals to the individual schools who participated in our track meet. After several phone calls over several weeks, she said that she would research the issue and finally told me that we wouldn't receive much of a discount at all. I asked her to refund the school for the $767.20 and she never responded. To date, we have not received a refund, we have not received the medals and when we try to contact the business, their phone message says that they are moving and cannot be contacted. We are requesting a refund of $767.20 for order #******* that we placed on 3/18/22 that we have never received.

  Business response

  10/28/2022

  Since this seems to be along time ago order and ****** shows they did not deliver, the supervisor must reach out to customer .

  Please provide best contact name & number to call to discuss all the details .

  Thank-you

  Customer response

  10/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  The business has admitted in their response to the BBB communication re: this complaint that they did not deliver the items we ordered.  I do not need to be contacted as we are seeking a full refund but I can be reached at ******************** M-F 9am - 3pm CST, *********************, or *************************************************************  I have already talked to ****** at Trophy Depot about this order several times over the summer and she has my contact information.  We are asking for a full and immediate refund for our order because they charged us for all of the medals and never delivered the items.  If the full amount is not refunded within the next several days we will consider all legal alternatives to resolve this issue.

  
  *********************
  
  
  
  
   
  

  Business response

  11/02/2022

  ****** spoke to ********************* on 11-1-22 , the school credit card used no longer exists so a refund check was issued and sent ****** on 11-2-22 , tracking # emailed to *********************

   

  Customer response

  11/07/2022

  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 and the matter has been resolved.  Check #*** in the amount of $767.20 was rec'd 11/4/22 that reflects a full refund for the amount paid in March of 2022 for order #******* that never arrived.  Thank you Trophy Depot for your assistance with this matter and many thanks to the BBB for facilitating the resolution.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #******* (basketball medals) was placed and paid for mid July ************************************************* late August. Obviously the medals did not arrive, nor was I informed they would not arrive. I have spent hours trying to call, (now you cannot even leave a message). I received an email from someone named ****** that I should reach out mid September. I emailed, tried to call. We are a non profit that works with inner city kids. Either issue a refund or send the medals for next year. I cannot believe this company continues to advertise on ******** with zero customer service or customer communication in place. Even tried to ******** message and that got shut down. We ordered for several years from this company with no issues, so was very surprised at this result. I just want this resolved. Either send the medals or issue the refund.

  Business response

  09/29/2022

  ****** emailed customer on **** explaining we moved to a new building and at at moment in time we did not have any access to past orders  , ****** explained she should email  end of September so we can look into the order and call her . Unfortunately she did not email  and went to you at the BBB. We will refund the amount to customer , but she must email ****** best contact # and time 

   

   

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order in July with Trophy Depot for trophies that were to be delivered by the beginning of September for an event my company had on September 7th. I received no communication in regards to the order or that the company would be moving locations in August/September or that my order would not make it to me on time. When trying to get in touch with someone there is an audio recording stating they will not be taking phone calls until mid-September due to the move. When I did get in touch with someone in regards to my order I was told they 'are moving' and they cannot help me at this time. As a business all customers with open orders and a specific due date should have been contacted and made known their orders would be late and if they still wanted them. I never would have ordered with this company had I known I would not have my order in time after ordering in July.

  Business response

  09/22/2022

  We did email customer on the 19th indicating the company is in the middle of a move to a new location , we did state we would contact customer when our systems are up and running , if customer does not what to wait , please email ********************************* the best contact # the customer can be contacted at for a full refund

  Customer response

  09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I still need my trophies that were ordered.  The delay in getting them is not what bothers me.  It is that I ordered these trophies in July for a September event and was NEVER notified or contacted in any way, shape or form that I would NOT be getting my order in time for my event and when I tried to contact the company to ask about my order they have a standard voicemail message stating that they were in the middle of a move and basically I am *** on getting my order.  When I finally did get contacted by someone and reiterated my irritation that I was never contacted to be told my order would be delayed and how I would like to proceed I was told there is nothing that can be done.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like a partial refund at least on my order.
  
  Sincerely,
  
  *********************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  09/23/2022

  As explained in the email to customer on 9-19  "the company is in the middle of a move to a new location ", we did state we would contact customer when our systems are up and running . ****** will contact customer once we have full access to orders to give her all info on the trophies , deliver time etc...

  Customer response

  09/26/2022

  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 and the matter has been resolved. I expect some kind of refund or discount to my order once in production since these were not delivered by the due date as promised nor was there any communication with me that it would be delayed.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a trophy order on 7/8/22 (in the past years, my order shipped in 5 days from placing the order). I need the delivery to be completed by this Friday, the 29th. I called customer service yesterday to get confirmation it would be delivered on time. The only robotic response I got from the representative was "we'll email you the tracking number once it ships". After numerous attempts to have her physically call the warehouse for an update on my order, I gave up, because it's clear she couldn't care less about the importance of receiving the order in time. I started calling again this morning at 9am. It's now 10:30, they never pick up my call, I'm on perpetual hold, and then get switched to their voice mail. My order number is *******. I realize you may not be able to help me in time for my event, but it's worth a try.I am as disappointed at the reviews I am now reading. Which I didn't think to look for reviews because of the prompt and great service in the past. ****** learned. If I don't receive my order by Friday, I will most definitely need it canceled and refunded if they processed payment

  Business response

  07/27/2022

  Customer called us on **** to check status of her order , she was told we would check . We called her back today at 10:29 am and explained we need to make a slight change to her order due to a supply chain issue , we made the change and order shipped out tonight 7-27

  Fed-Ex tracking # ************

  Customer response

  07/29/2022

  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 and the matter has been resolved.

  Although I don't see that the business responded, I was contacted by Trophy Depot.  The customer representative was very helpful even though she advised that some of my order was out of stock.  I'm not happy that they waited 2 days to contact me to let me know, even though I was on the phone with them the day before.  The rep I spoke to the day before was less than helpful in checking the status, had she checked, I would have known items were out of stock.  However, the help rep, pointed me in the direction for comparable replacement trophies that would deliver by today.  I did receive my order, all looks good.  I'm just very unhappy with the lack of communication up to that point.  
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order ******* last week on 7/14/2022. I have been trying to call and get in touch with someone at Trophy Depot since 7/13/22. I left a voicemail on 7/13 and I had requested a call back. I also sent a message with my order on 7/14/22 and I have now left ******** messages on 7/19/22 and I have received no response. I need this order no later than 7/27/22 AM PT. I put on my order form that it was needed by 7/22/22 (I have always requested it a few days earlier than the last minute) and this was all fine according to the web-site. I have paid for expedited shipping that was supposed to be delivered by tomorrow 7/21/22; my order is STILL pending and I have received no correspondence from Trophy Depot to update me. This is a sales award for a sales meeting and it looks terrible not to have the actual award. It seems the only way to get Trophy Depot to respond (from other people's comments) is to post on BBB. I am hoping that this matter is resolved quickly as I have ordered and been in contact with Trophy Depot in the past without any of these issues.

  Business response

  07/20/2022

  This order is not processing , no payment was received , customer needs to check with their credit card company or their bank why it was declined 

  Customer response

  07/20/2022

  Better Business Bureau:
  
  Apparently they did not receive payment and I was not notified until today.  I will allow the order to cancel out since I had never been able to get a hold of anyone there or been notified as such I have ordered from another company that can make the delivery date.  They waited 6 days to tell me and all I received was the "Order Accepted" email.  You can close the case.  It's a shame I had to go all the way through the BBB just to get what should be a normal response from a company.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

*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. ↩