ComplaintsforArtisanCrafted.Com, LLC

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 19, 2024 I placed an order with Artisan Crafted.Com LLC for a Kingston Brass faucet KS1493AX for $279 as advertised on their website. I wanted this faucet, so I cancelled the one I ordered directly from Kingston Brass (KB149AX for $159). On March 28, 2024, I received my original order from who I thought was Kingston Brass. I never received any order confirmation or tracking on my order with Artisan Crafted. So *** made several attempts with *********************** to get this information. Four times I had to follow up with her regarding this order. All times she said that she would get back to me the day I called, and never called. It wasnt until April 9 that I said I would cancel the order if I did not receive any information that she finally gave me some information. I did not realize Artisan Crafted sent me the wrong faucet on March 28, not Kingston Brass. I let ***** know that they sent me the wrong faucet, took a picture of the incorrect faucet, and her response was that since it is after 3 days, you cant return the faucet. She went on to say that the faucet looked like it was installed from the picture which voids a return. I explained to her that it was not installed. I just place the faucet on the counter to show it is the wrong one. She did not believe me. Even though the handles are clearly not connect in the photo. What is advertised on their website as a $135 faucet, I paid $279 for. She will not accept this item or refund me at this point.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered custom copper sink 4-28-2023, artisan crafted promised a product I would be happy with for many years. The sink arrived damaged, I was informed not to return the sink, photos were needed to prove the damage which I sent right away. They also wanted photos of the crate in order to file a claim with FeEx, I showed the crate and damage to a ***** driver who stated the damage was not in transport, it was a packing issue. I tried to explain to manager *****, she refused to listen and never mentioned they had any other insurance to claim the damage until sometime later it was noted they are insured. I found a phone number of the owner online, I called left voice mail, she called me back on a Sunday promising to replace the sink, I informed her my son passed away from brain cancer and memorial was pending, I needed my kitchen for memorial she sympathized with me and okayed install of sink, saying I could send back once the new sink arrived. My husband heard all of the conversation as I was on speaker phone. 2 days later owner ******* said she did not offer a remake. Also was informed by ***** the made the sink with 3 drain instead of 2 as I requested. She then said they remade the sink the next day, impossible time frame. Today, the sink clearly shows a square patch around the sink drain, a local welder looked, confirming it is patched.Also sink is out of square or round, it does not drain properly it does not sit level on granite. I contested with my credit card company, manager ***** submitted misinformation to them stating a company installed the sink that did not install it. The note supplied clearly shows theyre note that the sink is not a good product. Along with other misinformation my own credit card company agreed with artisan sink, not me. Bottom line. I have a patched sink that does not drain, does not sit flush. Artisan sink offered to repair the sink at one point if I paid for shipping both ways. Shipping should be on them. Cont. by email soon.

  Business response

  01/05/2024

  This claim is simply untrue. This customers sink arrived the end of May. It was damaged in transit, unfortunately. We offered this customer several options to repair the sink, as she had a tight project timeline. We also offered to re-make the sink, however it would arrive after the event she needed it for. All options were refused by the customer, yet the customer continued to argue because she had an event her sink needed to be installed for. Yet, she didnt have time for a remake and refused to attempt the repair either with or without her contractor.
  
  In addition, this customer filed a dispute with her credit card company back in August. We presented all the facts and the credit card company sided in our favor. At the time of the dispute, we were 3 months past our carriers policy to file a damage claim. Therefore, we could not remake the sink. The only option was to repair the copper. The repair would have taken no more than **** mins.
  
  This customer continually berates and harasses our entire company via email every couple of months, the last email was 11/8/23, 3 months after the credit card dispute was settled. We did everything we could to make this situation right; this customer was unwilling to work with us.

  Customer response

  01/08/2024

  *********** note that sink is not up to par. ***** submitted this to my credit card company saying this was proof *********** installed the sink. They did not, they did template only.

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

  Customer response

  01/08/2024

  Photo of patch in sink, also in that last email should see where they said they did not offer to remake.

  It was the owner Suzanne who called me offering to remake, two days later she says she did not offer.

  All of this is so unfortunate! They could choose to make this right! A $1700 purchase should be blemish free and last many many years!

  ********************;

  Customer response

  01/08/2024

   
  Complaint: 21092516
  
  I am rejecting this response because: 11-8-23 I sent this business email stating I went over all info and documents submitted to my credit card company, pointing out the untruth they provided to ELAN which aided them in the decision. My point being some of the submitted information by this company was not true. Along with a photo of the patch in the sink. I am not berating and harassing. I will send supporting email to BBB. On June 8, 2023 Suzanne sent me an email stating they did not promise to remake the sink. In this response to BBB it is written we offered to remake the sink, not true. In the June 8 email she said they could attempt to repair the sink if I paid to ship it back. Same day I notified her the sink does not drain properly even though sitting on a level piece of granite, along with photos, nothing harassing or berating. As well as a copy of the note by *********** that the sink is warped causing left end to sit higher than right end. June 1, ************************************************************************************************* the sink and how ripples remain. Yet they continue to say I did not try to repair it. Bottom line. I bought a new semi custom sink.( website shows exact shape of my sink in different measurements, I also wanted smaller 2 drain, and a Fluer de les on the front.) I should not have to pay to ship it back. Fed ex driver looked at the crate, which I still have, saying ***** did not damage the sink in transit to me, that it was a packing issue by the shipper. And a claim with ***** would not be honored. I was not informed of any other insurance they could have used to rectify the damages. This company is clearly not honorable. It would be nothing for them to have taken care of all issues and make a customer happy. They can write off any loss. As it is and as you can see from theyre response they choose to blame me. I was in the throws of great grief loosing my son. They have zero sympathy. I urge the public to think carefully before using this company period!

   

   

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

  Business response

  01/09/2024

  We already offered several solutions and her credit card company agreed with us. We have closed the books on this one.   

  Customer response

  01/09/2024

   
  Complaint: 21092516
  
  I am rejecting this response because: the bottom line is I have a very pricy defective and damaged sink. Which is zero fault of mine. Yes my credit card company did not refund me because the sink is in my possession, had I sent it back to this horrible merchant I would have won. The merchant knows this, the reason they encouraged me to repair it over and over, and the reason Suzanne encouraged me to go ahead and install the sink promising to replace it as soon as they could make a new one. Later denying she made that promise. And they are experienced with getting people to do their own repairs the reason they have a library of resources. Unfortunately we can not force people to do the right thing in life. If they were a 5 star business a patched sink would have not been accepted by them then crated and packed where it was damaged by the strapping being over tightened. Then shipped on to me. How can a business truly dismiss these facts? It would be most honorable on theyre part to have made this right with me, so that I could exist satisfied with my purchase! especially under the circumstances of my sons death the most monumental negative of my life! Also, Further research shows repurposed copper they use to manufacture sinks is not always a good idea. In ****** where the sinks are made, there is no guarantee what you get. This sink probably has other metals melted in with the copper the reason the square patch showed up after a few weeks and is very obvious. I have also learned stolen copper from the *** is often taken to ******. Can this company inform me where theyre melted copper pieces come from the manufacture uses to make the sinks? If you are reading this post complaint and considering a Copper Sink, think very carefully where it is purchased from. I have also discovered companies right here in the *** that use 100% new Copper, no reused, melted copper. And who have said to me this situation I am a part of with my sink is truly unfair and unacceptable to the highest degree.

   

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

  Business response

  01/10/2024

  There are myriad of inaccuracies in this persons claim. We have already responded with the facts and see no reason to respond further. 

• Initial Complaint

  06/17/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We purchased a faucet a faucet through Copper Sinks Online, a subsidiary of Artisan's Crafted, which leaked. We sought help through their customer service to then be told to call the manufacturer, and it was no longer their issue. To which we did. The manufacture, *****, explained that Copper Sinks Online no longer does business with them and we are to deal directly with Copper Sinks Online, not *****. Although the attendant at ***** did view our photos and videos to guid us to a possible fix. To which he responded that we were sold a fault product and it should be replaced and or a refund. We then took this news back to CSO (Copper Sinks Online) To which we called back and they offered a replacement. We selected a replacement which was not a proper fit, nor what we needed. There was no assistance from CSO's customer service to assist on what would be best. During this time In this process the sales staff have been rude and disrespectful, and intent on giving a run around.

  Business response

  06/18/2021

  This complaint is directed at the wrong company...   ***** is the manufacturer of the faucet and they have their own warranty on their own products.  ArtisanCrafted.com did not offer an extended warranty on this faucet, nor do we on any faucets we sell. We do not sell ***** faucets any longer but we directed this customer to their support team as they are responsible for replacement parts or whatever would be necessary to fix their leak.

  We are the retailer and as such, are not responsible for ******* warranty, although we did work with this customer above and beyond what was our responsibility and offered a credit towards a faucet that we currently carried.  Apparently they didn't like the replacement faucet (different manufacturer - Waterstone) so we offered a return.  From their email attachments, you will find that on the contrary, our staff was very helpful and nobody at ArtisanCrafted.com was rude in any way.  

  Again, if a complaint is to be made, it should be against the manufacturer (*****) as the faucet and warranty is all theirs...

  Customer response

  06/18/2021

   
  Complaint: 15569349
  
  I am rejecting this response because:

  Yes, the business offered a replacement, we were charged a restocking fee after the fact.  This was not told to us at that time of decision making.  We learned of this after we received the replacement and called for assistance.  When we realized we ordered the wrong one, Copper Sinks tries to offer us a special filter for an additional $100 to make the replacement work.   Guidance was not given as to what would meet our needs on said replacement, but a push of more product. It started to get out of hand.
  As per the warrantee with *****, it does not exist! We called *****, twice, to resolve this matter, on our own, with no advise nor assistance from Copper Sinks Online. We are not plumbers, but a family renovating a portion of our home. 
  ***** was helpful and recognized the leak and diagnosed the faucet as faulty! Copper Sinks has yet to recognize this important matter.  Also ***** noted that they no longer do business with Copper Sinks Online, and thus can not honor the warranty that Copper Sinks Online mentioned. This also was not told to us as their consumer when we ordered the ***** Faucet off their website.
  We are caught in a wording and contractual dilemma between these two companies, where Copper Sinks Online holds our money.  We just want our faucet to work. Yet, after all the drama I am done with Copper Sinks Online and am simply asking for my money back so I can fix the leaking faucet that was sold to us initially. 
  
  Sincerely,
  
  *****************

  Business response

  07/08/2021

  Hello,

  ******* warranty applies no matter which of their retailers sold the product...  That is a baffling response from *****.  Again, this complaint should be levied against ***** for not only ignoring their own warranty by coming up with such a ridiculous excuse for not responding to their warranty...

   

  As for restock - there never was a restock fee.  They would have been responsible for shipment back to us as our policies state (*and every retailer has the same type of policy that we are aware of).  This was clearly communicated up front.

   

  We probably should have not offered any sort of replacement (even though we were not obligated to do so) as that seems to have irritated this party further...  Regardless, we thought we were doing the right thing.

   

  Our final response is this:  this complaint should be levied against ***** Faucets who apparently has refused to honor their own warranty...

  ArtisanCrafted.com, Inc

  Customer response

  07/08/2021

   
  Complaint: 15569349
  
  I am rejecting this response because:

  We contacted ***** first when we discovered the faucet was faulty.  ***** advised us that since Copper Sinks Online was not an authorized retailer of their products at that time, they were not bound to honor the warranty for the defective faucet, and that we needed to deal with Copper Sinks online directly.  

  See details in attachments.  

  We are still requesting a refund of all fees as well as the faulty ***** Faucet purchased through Copper Sinks Online

  
  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. ↩