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:08/11/2022

  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.

  Placed an order on 5/19/22. 6/10/22 contacted business to find out status of order and was told they were going through an inventory transfer and shipping was taking longer than expected. Was offered 20% off the order for the trouble. Refunded to a gift card. 6/23/22 asked for an update on the shipping and was told my items were now out of stock with no estimated date of when they would be available again. I asked for my order to be refunded and not back to a gift card and was told that wasn't possible. I am now out $****** to a company I no longer wish to do business with because of their poor practices.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/15) */
  *********! We're so sorry for the inconveniences you've experienced with the delays in receiving your order. We went through a warehouse migration that caused delays and setbacks in our production. We concluded our warehouse migration last month and started the fulfillment process for our orders, but certain items are still out of stock. When checking your order ********, it seems you paid using a giftcard on May 19th. When cancelling this order, the refund is done via the original payment method used, in this case, a giftcard ending at KF9. We are unable to change the refund method to a credit or debit card if the only method used was a gift card. We know how frustrating it is when delivery expectations are not met, and this is never the experience we want you to have with us at Eleven Oaks.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Eleven Oaks gift card that was used for the purchase was because you won't refund anyone their original form of payment once an order is placed. That type of business practice is unfair especially when ownership changes, customers are not notified of the change, orders get cancelled by the company, and have to wait weeks for any type of communication. I've seen multiple posts on social media pages that gift cards have been refunded to others. I only ever use 1 credit card when buying from 11 Oaks. I would like that credit card to be refunded the $****** that is on my gift card. I do not wish to ever purchase from this company again.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  *********! We would like to resolve this matter in the most amicable way. We'll be following up via email so you can share other information pertaining to payments.
  
  
  Consumer Response /* (2000, 11, 2022/08/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Gift card was refunded for the total amount.

• Initial Complaint

  Date:08/08/2022

  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.

  I ordered items from this company back on 08 June 2022. I still have not received the items but I was charged and the order was paid. I had several back and forth emails with them stating they were bought by a new company and moved to a new warehouse, sorting inventory, filling orders as fast as possible. This continued into July. Now we are 2 months later and I am being told oh we only have this one item available in your order. Now seriously, 2 months later they say oh we don't have it only after an email from me asking again and again about where is my stuff. This is just not good business and the perception from my eyes is that they were just going to keep by $150 and never send me anything or email either. They most likely oversold all of the items and forgot about sending me mine. This is the 2nd complaint I have filed against this company due to them giving the perception of taking money. I work hard for what I have and truly feel this company is running a scam of some sort and not fulfilling orders but taking the money before the items are even shipped and then not sending me what I asked for.
  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hello!
  
  We're so sorry for the inconveniences you've experienced with the delays in receiving your order. We'd like to let you know that we just finished an inventory transfer that caused setbacks in orders being sent out to our customers. We know how frustrating it is when delivery expectations are not met, and this is never the experience we want you to have with us at Eleven Oaks. I see that one of our associates already assisted with the refund of the order of $181.74 since one or some of the items in your order are currently out of stock. Please allow 3-5 business days for the refund to reflect on your end. Again, we are terribly sorry for the issues that our relocation caused.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have received my refund, however the fact that I had to reach out to them numerous times to look for my order and then to be told items were no longer available is just bad business. I also feel that had I not been actively tracking this issue they would have kept my money, this is solely based on the fact I had to initiate every single communication with them.