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:02/01/2025

  Type:Product 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.

  I placed an order online on November 9, 2024, for a DIY poppy beading kit.
  Payment of $***** was sent by etransfer that same day. I received an order confirmation by email on Nov. 9.
  I have not received the kit I ordered, I have not received a refund, nor have I received a response to any of my communications.
  I have sent at least 4 messages via the company’s “contact us” on the website. I have sent 3 emails and I have left a voice mail message on Dec 27 and Dec 31 asking that they process my order or to issue a refund.

• Initial Complaint

  Date:10/07/2024

  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.

  I purchased a DIY kit for a pair beaded mittens on Nov 22/23. My order was never received, and despite reaching out several times via email, Instagram, and Facebook, I've received no response on the status of my order. In March 2024, * *** **** ******** ******** ***** ******* ***********. At that time, I reached out requesting a refund. I've received no communication once again. Today, I noticed their Facebook account is inactive, however Instagram is still active.
  
  *** ***** *** ****** ***** ** ********* ** ****** ********* *** ****** **** ******* ******** 

• Initial Complaint

  Date:13/10/2023

  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.

  I ordered a pair of custom mukluks and mittens from Shannon at Northern Heart Designs on December 14, 2022. While her invoice states that custom orders can take 5-7 months to complete, I have yet to receive my order. I have sent multiple emails and Facebook messages inquiring about my order since June 19, 2023 and have received no response. I have also called and there was no answer. Shannon has stopped all communication with me.
  
  I paid $****** *in total for order #***** this included shipping, taxes, and a coupon. I paid through E-transfer. I had no problem paying this way initially, as I had ordered from her website on two other occasions and had no problems receiving those orders.
  
  I just want my mukluks and mittens or my money back.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair 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.

  I made an order for a custom pair of beaded mukluks and beaded mitts last fall from Shannon at Northern Heart Designs. Her website says "Production times on custom orders vary, but usually settle around the five to seven month mark but can stretch longer during peak season. Mukluk orders confirmed by March 31st will be in line for fall delivery. Christmas cut-off is June 30th. These cutoff dates are subject to change. Feel free to contact us directly to confirm." My order was confirmed on November 21, 2022 and it is now September 10, 2023. The total was $****** (taxes and shipping included). She had set up a payment plan with me via PayPal and my first payment was $*** on December 8th, 2022. My second payment was a week later at $***. She told me that she would start once half was paid and that she would ship them once it was completely paid for. On May 21, 2023, I sent her an email regarding the payment plan, what I had left, and how much work left before they were finished. I never received a reply. A while after that, I used her company website and went under the "Contact Us" tab, wrote my information down, and asked for a response. Today is September 10, 2023 and she hasn't answered any emails, her messenger page, or the phone number listed when I called. I have $***** left to pay but I have heard from two people that she fails to respond. One of the people I spoke to said that she only received her order after filing a complaint on Better Business Bureau. I hate to make a complaint, but every time I reach out, I never receive a response. The invoice on PayPal is also unavailable. Not sure if that is something on her end, mine, or PayPal's but I know I had $***** left to pay. I simply want a reply. Once I am replied to and her legitimacy is confirmed, I hope to finish paying $***** and receive my order that I've already paid $*** dollars for.

• Initial Complaint

  Date:08/11/2022

  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.

  On November 20,2021 I purchased gift certificate (** **** **** *****) valued at 600$ for 480$ from Northern Heart Design e transfer to
  ********************************* This was my daughters Christmas gift 2021 for a pair of short mukluks she wanted.. ********** ******* *** **** **********
  
  I made arrangements with Shannon *************..owner operator of Northern Heart Designs to meet with her to get my daughters measurements plus design and materials for the short mukluks.
  
  On June 30 my daughter and I met Shannon at *** ******** **** ***************** at her outdoor tent in the backyard .. she measured my daughters feet by drawing each foot for the pattern and took all the requirements my daughter wanted including chose of leather, lining, beading, fur and rubber soles ..
  Shannon marked all this information into her book that she had at the tent.
  Shannon said the short mukluks will be ready by fall ..
  
  October 15, I sent a text message to Northern Heart Designs (Shannon) enquiring on the short mukluks..(attaching text messages)…
  - she stated she had nothing on file
  - reminded her off the tent meeting and she recalled that it was marked into the book then
  -she told me that she packed up the tent and will be unpacking and reorganizing during the week end and will provide a time line to me on Monday, 0ctober 17, 2022.
  
  Left numerous text messages since Oct 17, 2022 until November 6, 2022 with no response from her even though she is posting items on her Northern Heart Designs Facebook page…
  
  On November 6, 2022 I called her at ************ (phone number that she had provided me prior to our June 30,2022 meeting).. she didn’t not pick up therefore I left a voice message to response to my texts messages and the status of the short mukluks and requested a refund for 480$
  
  Shannon had not responded to any messages or calls ..
  I want my 480$ back that she is not entitled too as she did not complete this order
  ********* ********* ***** *** 

  Business Response

  Date: 23/11/2022

  During our pre-Christmas promotion period last year, this customer purchased a gift certificate valued at $600 at a 20% off discount for $480.  Gift Certificate orders go into production immediately upon receipt of the recipient's sizing details and material/design selection.  Our pieces are custom patterned to an individuals foot tracing and measurements, which is why work never starts without full deposit or pre-payment and why deposits are non-refundable after materials are cut.  It not easy to re-sell something made specific to one individual.  The customer and recipient came on the last day of June to provide those details.

  As an independent ******* creating extremely time intensive pieces, production timelines are long.  Posted wait times for beaded items 5-7 months, with the largest pieces (mukluks) taking the longest especially if they have additional beadwork added (as this order did).  Cut-off on orders for fall delivery is end of March, cut-off on orders for Christmas delivery is in June.  However, fall orders will still in patterning and cutting when the customer visited and the gift certificate was a previous season gift so I assured them I would put her pair into production with the fall orders.  Their pair went through the stages of production with the fall orders... up to and including sitting in the lineup of finished pairs waiting for soles and final stitching in Oct while our import shipment of sole material was delayed over 7 weeks.  None of the fall orders were getting out before this customers.  I had a couple dozen pairs, both new and repairs waiting for new soles all needing their turn for the 12 process of finishing soles.  This not a large manufacturing plant with workers in shifts and heavy machinery doing the work.  I'm set up to do one pair at a time.  I'm fairly certain the timing of completion is not the issue here, inability to get an answer was.

  The customer first tried to reach out in Oct when I was in a remote area of the province fulfilling my final teaching commitment of the year.  Although the complaint makes numerous mentions of text messages, its important to clarify that no texts were ever received and these were actually social media messages.  I did not have internet access while there... even though there is usually an hour or so a day that things can get through.  When I returned to the city, I found myself locked out of our main social media page - I had no admin privileges through the app you're forced to use for it.  I couldn't even bypass on a desktop.  I don't know if anyone has ever tried to get through or received support from a social media platform, but it is like screaming into the void.  I was unable to access that page for 2.5 weeks I could see a running count of unread messages, but no details.  During that time, I was receiving messages via email and through the other social media page.  If there had been text messages or email, they would have been seen.  During that down time, I had 38 unread messages.  38 people, more than half of whom were customers with current orders.  Out of all, after reaching out at the same time as with this individual, only one took a measure like this.

  The very first evening I regained access, this customer's message chain was the actually the first I opened...popped back to the top with recent additions to the message chain. I got to read back through an increasingly frustrated collection of messages that escalated in a demand for refund on her now finished boots.  I can understand the frustration if they assumed they were being ignored, but that program also shows you if a message is read or not... it should have been obvious they were not being seen vs being seen and left Un responded to.  My apologies and replies would not send, but now knowing who messages were from, I was able to reach out via other contact methods.  I sent her an email that same night... explaining why she hadn't received a response, apologizing for the lack of communication and assuring her that her boots were with the fall orders, then going through finishing.  ************** ******* ** * ****** * ******** * *** **********  Were it not for the delay caused by this complaint process now, they would have already been in receipt of the order.

  She did respond after another 24 hours... in an email that didn't seem frustrated and made no mention of the complaint.  Just said they wanted the order and asked for complimentary shipping, but as there was already a complaint filed with a demand for refund, I didn't immediately ship.  In my 30 years as an independent small business owner in Manitoba, I have never had interaction with the BBB, so without knowing whether they would require proof of refund or what measures might be taken against me, I did not send the order upon completion.  I could not risk being out both the boots and the money paid for them.  At this time, it is my understanding that the 'resolution' has been changed to delivery of order from refund.

  I do not however view that a resolution of this complaint.  She was always getting her order... there was no chance or doubt that the order would be received.  Never once in all my years in business have I failed to deliver on an obligation to a customer, and up until the week of this complaint, my previously perfect record attested to that.  Delivery of her order is standard operating procedure and it was ready when stated (we are in fact now still in fall).  * ********** ** **** ********* ***** ** *** ******** ** ***  There was a failure in communication for which I am equally frustrated and sorry, but there was never a failure to deliver.  Customer has already received her finished pictures and order is shipped directly to recipient per address provided by customer.