Complaints

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• Initial Complaint

  Date:10/09/2025

  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.

  Date: Summer of 2025 Amount: $835 for an antique leaded/beveled window+$300 for shipping from ******* The seller shared that this antique window was without cracks or chips. I asked for photos/videos of the window prior to purchase-which were provided. The window was old but appeared, to be in an acceptable condition for an older window. I was told that the window would be crated for shipping-it was not. I was told that I should send a check versus using a credit card or they would need to charge an additional 3%. I wrote a check (I understand now that had I used a CC, I could be disputing this purchase with them.) When the window arrived, it was cracked in two places, was bowed, and the chalking was basically dust in the box. I had three different glass repair people provided estimates, thinking that the window had been insured. The estimates ranged from $600 (Basically, cover-up work of broken sections) to $2500 (fully redoing the window - ordering custom-made glass sections w/ bevels) + Lead work to deal with the warping. The seller shared later to fix warped windows, they just warmed then in the sun and pushed the glass back into place. (Warping was NOT shown in the requested images of MY window) There were indentations in the Styrofoam, that occurred during shipping, because of window warping. They either didn't insure the window or knew they were at fault when two of the estimators shared that the window was damaged because of bad/faulty mailing and they offered to have me send the window back (another $300+) and they would refund my $835 OR they would send $400 to help pay for the damages. The window was NOT damaged (their words) when it was sent it, but it arrived damaged. I didn't get what I paid for. I want them to accept responsibility for their actions by either paying for the repairs that happened because of their poor mailing choice or pay to have it mailed back to themselves at their expense and then give me a full refund = $835+$300 shipping.

  Business Response

  Date: 11/05/2025

  Doc

  Thank you for the opportunity to respond.

   

  This item is a 120 year old antique leaded glass window, and like all antiques we sell, it was never represented or sold in mint condition. Prior to the purchase, the buyer was provided with the photos clearly showing the condition of the window, including its aged and antique characteristics.

  The window was packaged using our standard method for antique glass shipments: wrapped securely in foam and then wrapped in cardboard to protect the item during transit. 

  After delivery, the buyer reported the issues and stated the repair would cost between $400 to $600. In an effort to resolve the matter we originally offered to refund $200 to quickly and fairly resolve the matter. Over time, the buyer continued to increase the repair amount so we upped our  offer to refund from $200 to $400. 

  We remain committed to resolving this in good faith and feel our offer is a fair and reasonable solution based on the first professional estimate shared with us. 

  We are still willing ti provide the agreed upon $400 refund to assist with the repair costs. 

  We hope this will bring the matter to a positive resolution.