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:03/03/2025

  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 a lightsaber from Electrum Sabercrafts Order #***** placed/paid 2023 May 7th USD $453.16 on their website. *****************************************. Product was promised to be delivered on multiple dates but never was shipped. Contact was made thru chat on website and via email ************************************** Last contact was 12/10/2024 via email. 12/10/2024[#****] RE : Chat with **** ******, Hey ****, This order ships this week with proffie core unless you need a last minute swap to GHv4. I replied, ship asap as is. No product was ever shipped or delivered, and website chat is turned off. I filed a complaint with my local police ***************** case nbr. **********, phoner ************. I have been unsuccessful is getting refund from **********. I need my $453.16 fully refunded by Electrum. I was more than patient waiting for this product over 21 months. I have been unsuccessful in contacting them since Dec 12, 2024.I believe this Company to be an internet scam/fraud. Electrum Sabercrafts *****************************************************************************************************************

  Business Response

  Date: 03/03/2025

  As noted by the customer, the order was delayed due to a theft that occurred at our business. The order was subsequently changed to a different electronic package with $240 USD worth of compensation added for the delay. Since our last correspondence, the customer has not replied to any further emails from us, nor any direct communication using any social platform, including ******** and Reddit.
  
  Additionally, the "live chat" feature mentioned here is a direct communication form, which when filled goes directly to our management team for response. The tool states that the live portion is temporarily offline so that all team members can focus on the installation and delivery of the products delayed by the robbery that our company experienced.
  
  We asked the customer recently if they wished to cancel the order outright or still received the proffie install as discussed since there is a newer upgrade option that they can switch to for free. If they wish to cancel we simply require confirmation that their payment details have not changed so that any refund is sent to the correct address.

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23005970
  
  I am rejecting this response because:

    Electrums response misrepresents implying that they got no response from me. ******** and Reddit ARE NOT proper tools for conducting business correspondence and were never indicated by Electrum as methods they would use to communicate. I do not have s ******** or reddit account. When we did communicate it was via chat on their website and their email address that I provided on this complaint. Electrums response portrays a false premise that they were always communicating. They were NOT. At any rate, Electrum has always had my email address.

  ****, the owner, reached me by email 2 days ago that he will be refunding my full payment and shipping the completed lightsaber. It took several emails back and forth to pin him down as to what he means by I can keep the product as I have not received anything. Result of these emails was that I was satisfied with his offer/promise to refund full amount and ship the lightsaber. However, at this point both of these are promises that have not yet been fulfilled. I am not accepting/closing this complaint until these promises actually happen. For clarification, **** never offered any explanation when we communicated 2 days ago as to what happened with my order. He just said, "since the order was completed". That's news to me. His response to this complaint said, "product was stolen". That is also nothing he mentioned 2 days ago to me.  So I am waiting for refund and the product as of today. When I have received both I will close this complaint.

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

• Initial Complaint

  Date:10/09/2024

  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.

  Hello, not sure if this is the correct place to submit this complaint, but I ordered a custom "made-to-order" product from this company on May 4th of 2023, due to the nature of made-to-order items and an estimated lead time of 6-8 weeks I anticipated the item taking a while. However as months went by past that lead time I only received two updates (sent to every customer) stating that they were having delays due to various issues and to wait a little longer. The last of these updates was in January of 2024. Since then I have heard nothing, upon contacting them about my order status on May 4th of 2024 I was told it would be done within 2 weeks. That did not happen, and since then all my attempts at reaching out have been ignored. I have requested a refund several times through email, directly though their site, and on social media to the owner, to no avail. At this point I am left with no other option. Please let me know if you guys can assist or help point me in the right direction. As my bank cannot do a chargeback since it is older than 6 months. Thanks,*****

  Business Response

  Date: 31/10/2024

  This order was initially delayed due to a theft Electrum Sabercrafts experienced at the hands of another business, VOG Calgary App Developers. Due to this, Electrum upgraded all orders and provided additional items for compensation to all orders. This item was delivered on September 25th with over $240 USD worth of extra compensation and we have not heard from the customer since.
  
  We hope this resolves the matter and that the customer is happy with what was provided.
  
  Tracking number via DHL: 4958167675
  
  

  Customer Answer

  Date: 31/10/2024

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Ordered item totalling USD$557.69. on 17 September 2023. I inquired about the status of my order via email and their online chat feature on 28 February, 2024. At the time, I was told that everything was "Fine" and my status suggenly changed from"Processing." to "hilt assembled, awaiting electronics." I inquired a few weeks later and was told that my order wal almost ready to ship and would be sent out in a matter of days. They offered to send me pictures of my item, and I accepted, but have not received said pictures. To date, all inquires are met with different versions of " It's almost ready to ship," or "It will be shipping in a few days." Many customershave been waiting 10 months or longer, and have asked for refunds, but they refuse to address issues.

• Initial Complaint

  Date:29/04/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On 5 May 2023, I ordered and paid in full ($355.84 USD) for a product from Electrum Sabercraft. As of this note, 4/26/3024 I have yet to receive the product. I have been in contact with Electrum ********************* (*************************) several times via their ******** account, inquiring about order status/updates but receive nothing but excuses for the delays in fulfilling and shipping my order.

• Initial Complaint

  Date:28/02/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 with Electrum Sabercrafts via their website on May 4, 2023. Shortly after I was informed, via email, that my order would be "upgraded" to their newly designed electronics core to control the device.  They indicated this would likely cause a delay in the shipment of the device, likely I would not be receiving it until late Summer.  
  
  Come Fall, I contacted the company via the live chat functionality of their website. I was informed my order was being processed, the electronics were being finalized, and I would likely be receiving an update very soon.  After a month, I contacted them by chat again, was told that there had been some unforeseen delays, but everything was going forward and I'd be getting an update soon.  After another month, another contact, same answer.  In December, 2023, I contacted them again, with the same results.  I was instructed that everything was going through final testing and it would ship out within a week, maybe two weeks.
  
  In January 2024, Electrum Sabercrafts sent out an email to all existing order holders that what was actually going on, was in fact, that the company they had outsourced the electronics production and programming to had effectively missed all deadlines, strung them along, and failed to deliver on their promises. That now Electrum Sabercrafts was contractually able to take over the production and work and was going to move along at a very hurried pace to complete all outstanding orders.  Meaning, all previous updates were inaccurate.  In late January I initiated another chat support session and indicated my increasing frustration with the situation and asked for a refund or my product, or I would take other measures to getting this resolved.  I was told I wouldn't need to do that, my product was nearly done and I would get a shipping notice soon.  I chose to trust this, foolishly.
  
  Now,in February, I once again contacted the company via the online chat and was told that shipping had started on these orders and mine was in the queue! I should expect a ship notice in a day or two with the tracking information!  I mentioned I didn't really believe that.  I was assured it was the case and was offered photographs if I needed proof.  I declined the photographic evidence and waited.  This chat was around two weeks ago, and to date (February 22) not only have I not received a ship notification of any sort, my order status on the site still indicates the order is in production.
  
  I am frustrated with this beyond all measure and can only assume at this point the company is willfully lying to me.  Every time I was told "ship notice soon!  we are working on it right now!" could not possibly be true. I imagine, instead, that since they continued to take orders since I placed mine back in May 2023, and since there are probably untold others who placed their order around the same time or before mine that are in the same situation, the company is overwhelmed and trying to finish things.  I could understand this, would still be a bit miffed, but it would be a better answer than telling me my product is shipping out next day or week time and time again when they knew it wasn't going to happen.