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:06/18/2025

  Type:Billing 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.

  Today (06/18) a pending charge to my checking account from ********************** llc but i have never done business with this company or church or whatever it is, I've never heard of them!? I will be contacting my bank when they open.

  Business Response

  Date: 06/18/2025

  Trinity Road LLC is the parent company of various ecommerce brands including The Catholic Company, Rosary.com, Good Catholic, Catholic Coffee, PrayStrong and more. At times we find customers not familiar with our parent ********************** name that appears on their bank statement, but they have made a purchase on one of our website.

  
  If this is not the case we are more than happy to investigate this if given the information to review this matter. With this being said, between 6/16/2025 and 6/18/2025 our brand PrayStrong received a "bot attack" where hundreds of attempts to make fraudulent purchased were made by an outside party. Our company was also a victim in this matter as we have to pay for these attempted charges. We do not make changes on our own website or any other using fraudulent information. It sounds like this might have been one of these attempts. Due to our strong fraud protection system we have in place it appears none of these attempts went through and were declined. While a card holder might see a pending transaction due to the many approval check points a transaction goes through, we did not collection funds and the transaction was declined. The pending transaction will drop typically in 1-5 business days, depending on the bank. If the last 4 digits of the card, the amount and date are provided we would be more than happy to confirm that this transaction was declined and no funds were accepted. If not we will be more than happy to process a refund and cancel the order. 

• Initial Complaint

  Date:06/17/2025

  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.

  TRINITY ROAD LLC has placed a transaction of $57.90 on my ************* Debit card illegally. I didnt authorize this transaction. I dont know what that business is. I was not present where that business located and I was sleeping at the time the transaction occurs. *** never purchased or committed to support any business by that name and at that location. It appears to be a warehouse. I dont business with warehouses.

  Business Response

  Date: 06/17/2025

  Trinity Road LLC is the parent company of various ecommerce brands including The Catholic Company, Rosary.com, Good Catholic, Catholic Coffee, PrayStrong and more. At times we find customers not familiar with our parent ********************** name that appears on their bank statement, but they have made a purchase on one of our website.

  If this is not the case we are more than happy to investigate this if given the information to review this matter. With this being said, on 6/16/2025 and 6/17/2025 our brand ********** received a "bot attack" where hundreds of attempts to make fraudulent purchased were made by an outside party. Our company was also a victim in this matter as we have to pay for these attempted charges. We do not make changes on our own website or any other using fraudulent information. It sounds like this might have been one of these attempts. Due to our strong fraud protection system we have in place it appears none of these attempts went through and were declined. While a card holder might see a pending transaction due to the many approval check points a transaction goes through, we did not collection funds and the transaction was declined. The pending transaction will drop typically in 1-5 business days, depending on the bank. If the last 4 digits of the card, the amount and date are provided we would be more than happy to confirm that this transaction was declined and no funds were accepted. If not we will be more than happy to process a refund and cancel the order. 

• Initial Complaint

  Date:05/13/2025

  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 sent the package back for full refund using the provided return label and the full refund has not been processed. Order Number: ******* Order Date: 04/11/2025 $121.25

  Business Response

  Date: 05/16/2025

  Customer contacted our department on 4/29/2025 stating they has missing items (appeared stolen in transit as package was opened and tapped per customer) and wanting to return the item received. Due to the transit issue we provided a return label with **** tracking 9202090317844700030878. Per the tracking this package arrived at our facility "at 10:42 am on May 2, 2025 in *********, ********." We state on our website that returns can take up to 7 business days to process. Due to high volume during one of our busiest times of the year this was not processed until the 9th business day, May 14th at 5:37pm. The refund was for $121.25 back to the original form of payment. We never heard from the customer asking about the status of this refund or we would have been happy to show them the listed average processing time of 7 business upon receiving the package as well as letting them know we were 1-2 business days behind. Our business days are also listed on the website as Mon-Fri 9am-5pm ET. We also sent an email to the customer upon refunding informing them of the refund for their return on May 14th. Attached is proof of refund in both our internal and card processing system, our advertised return policy from our website, date/time stamped notes in the sales order from contact with the customer, and tracking proof. 

  Customer Answer

  Date: 05/16/2025

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

• Initial Complaint

  Date:12/22/2024

  Type:Billing 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.

  Just noticed yesterday (12/21) a pending charge to my checking account from ********************** llc but i have never done business with this company or church or whatever it is, I've never heard of them!? I will be contacting my bank Monday 12/23 when they open

  Business Response

  Date: 12/31/2024

  We more than happy to assist with this concern.  Our parent company is Trinity Road but we have various brands including The Catholic Company, Good Catholic, Catholic Coffee and more. Many times customers purchase with one of our brands and do not realize our charges show our parent company of Trinity Road. If this is not the case it might be that someone stolen this card holders information and used it or attempted to use it on our website. We would need more information to investigate this though including the last 4 digits of the card, the total of the charge and the date of the charge. If we find a charge that went through we are more than happy to reverse the charge and highly recommend the card hold contact their bank as sounds like someone stole their information. Our department will email the card holder to see if we can get more information to resolve this. 

• Initial Complaint

  Date:05/14/2024

  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 funeral cards on Friday, May 10, 2024, when I knew my dads health was declining. He died much sooner than I expected on Sunday, May 12, 2024. I looked on The Catholic Companys website to see the status of the order. It read unfulfilled. This concerned me, because I didnt think I could get them in time if they hadnt begun working on them. I set my alarm for 9 a.m. to call that Monday morning. My phone wasnt working right, and they couldnt hear me when I called, but they said there was a text option I could use. I found the text icon and described my concerns. I was told a message would be sent to the production area, and if the cards had not been made, then they would see about canceling my order. I was told that they would email me to let me know what was going on later that day. (This should be documented clearly as I said in their text files). I checked the order status throughout the day, and it still read unfulfilled. On Tuesday morning I checked and still hadnt heard back, and the status was unfulfilled, but around 2 or 3 p.m., I got an email saying my order had shipped!! I had chosen the least expensive option which meant it would take at least five days to arrive. My dads funeral is on Wednesday, May 15, so there is no way I will get them in time. However, The Catholic Company is located in *********. The funeral is in **************, so the cards easily could have been sent in overnight mail or I could have picked them up if they had actually done what they said and reached out to me. I realize I took a risk by ordering them, but I communicated my situation ahead of the time that they shipped them. I expected to be treated with more consideration than I received from a company that aligns itself as a religious organization, such as the Catholic Church. Additionally, I have a hunch that work on the cards had not begun when I contacted them at 9 a.m. that Monday morning. It makes me think that people operating the company are unethical.

  Business Response

  Date: 05/15/2024

  Dear *****, 

  Thank you for reaching out. Attached you will see the receipt for your purchase where standard shipping was chosen at checkout from your iPhone order. You will also see the shipping receipt that this order was shipped in a timely manner accordingly. We are not open on Saturdays or Sundays, and we do require processing time for personalized orders. The 3rd attachment is the shipping expectations from our website showing the expectations from choosing standard shipping for our customers. 

  While we do make every effort to cancel orders when requested to do so after they are purchased, we do not guarantee this can be done. We advise that we may need to reach out to other departments that are located in different buildings to see if it is possible. Sometimes this takes time as that department may be busy personalizing orders. 

  We reached back back out to you within 24 hours, which is inside our guidelines of our SLA for email response time. 

  Thank you and God Bless, 

  Customer Answer

  Date: 05/15/2024

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

• Initial Complaint

  Date:05/10/2024

  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 have asked several times to be unsubscribed from their mailing list. They continue to send me daily emails in contravention of the CAN-SPAM laws.

  Business Response

  Date: 05/10/2024

  We deeply apologize for any continuation of emails post a request. We have genuinely removed your email address and placed an internal IT ticket to make sure your account with us remains unsubscribed. Thank you and God Bless

  Customer Answer

  Date: 05/13/2024

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

• Initial Complaint

  Date:02/12/2024

  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.

  Order was placed on 1/9/2024 Order Number ******* **** St. ********************** 3 Day Candle, Qty 7, $47 including shipping Notice sent on 1/16 that the order has shipped with a link to "track your order" The link to track your order does not take you to a tracking number or even website for tracking. No tracking number or carrier is provided in the e-mail An email was sent to the company on January 25th to get an update on shipping and to let them know we have not received the package. An email response was sent from a Trinity Company customer service e-mail (no name provided), asking us to wait another week. Still, no tracking information was provided. Trinity asked us to wait another week. The email was sent to customer service on February 6th. The Email response from Trinity told us, "We have already requested to send your order. Kindly expect an email notification once it ships out. Thank you for your patience and kind understanding. According to a January 16th communication, the order was already shipped. No shipping information. Now we are being told that on February 6th, they have already requested to send your order. This seems to be a circular conversation with no resolution or tracking information to review if, in fact, that order has shipped. Very frustrated. It feels like we are getting the runaround. If you do not have the product, let us know and refund the money. Be honest. This is supposed to be a company selling religious products. A higher level of honesty should be expected.

  Business Response

  Date: 02/14/2024

  Dear *****, 

  Thank you reaching out regarding this order. 

  The first package was lost in transit by the carrier. We have reshipped the item to you and this new package has left our building on Feb 8th and is out for delivery as of the date of this reply(0Feb 14th)! 

  Carrier delays and reshipments can be frustrating. We appreciate your understanding. Please let us know if there is anything else we can do for you. Thank you and God Bless!
  

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair 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 my order on May 3rd and did not receive my package as it was returned to sender. When I tracked the package two months later when I never recieved my refund, it said it was still in transit.I've attempted to contact the company about this several times with promises for a call back. I finally emailed customer service where they told me there is nothing they can do until the package arrives to their warehouse, which I was told could take "several months." I emailed again, now four months later, having still not recieved a refund. They will not answer my email to resolve the issue. The possibility that my package is in their possession after 6 months of transit is highly likely. Its also highly likely that it was delivered to their warehouse but was never scanned upon arrival. I would like a refund as soon as possible for the items that I purchased and never received.

  Business Response

  Date: 11/16/2023

  Dear *****, 

  We regret your order did not arrive. Sadly many orders with incorrect shipping addresses are lost. 

  We also have never received this order back. However, we have refunded you for the items.

  We look forward to continuing to serve you. 

   

  Customer Answer

  Date: 11/16/2023

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

• Initial Complaint

  Date:10/02/2023

  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.

  I accidentally ordered two rosaries and when they arrived I refused them, wrote on them refused and sent them back in the mail. I have emailed them several times without any response.

  Business Response

  Date: 10/02/2023

  Dear *****, 

  Thank you for reaching out to us. These orders you placed with us were not refunded because according to the tracking for each package, we never received them back. We apologize for any confusion. We are processing these 2 orders today. Have a nice day. 

   

• Initial Complaint

  Date:09/08/2023

  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.

  Date of transaction: June 21, 2023 for $84.13 charged to my Citibank Master Card but the merchandize was not received by me.

  Business Response

  Date: 09/11/2023

  Hello!

  Thank you for reaching out! This order was delivered, according to the USPS.com. 

  Please check with you local post office or your neighbors for this package. 

  We have attached the USPS.com Delivery confirmation. 

  Thank you.