Complaints

This profile includes complaints for Things Engraved Head Office's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Things Engraved Head Office has 3 locations, listed below.

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  Things Engraved Head Office

  5-4095 Belgreen Drive Gloucester, ON K1G 3N2

• 

  Things Engraved Inc.

  61 McBrine Place PO Box 9024 Kitchener, ON N2G 4X2

• 

  Things Engraved

  5-4095 Belgreen Drive Ottawa, ON K1G 3N2

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:23/08/2023

  Type:Service or Repair 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.

  The transaction date was June 15, 2023 and the entire purchase total $42.91 ********. The order number is ******. The business is Things Engraved ****** with a listed address of 5-********************************************************** ************** The product listed ** the website was grossly unmatched and unrepresentative of the product that I received. I asked for the company to make it right by sending me a remake of the product I ordered that IS a representative match to the products advertised on their business website. The business declined and offered a $15 voucher for future purchases. The business failed to understand that the etching on the actual glass was missing due (most likely) to the faulty calibration of the machine performing the etching. Instead, the business said that the etching is a rub and buff technique that will wash off after some time. I repeat, these glasses are brand new and have not been washed. By law, I am protected under the consumer protection act to buy products that are "representative match" to those advertised on a website. These are not a representative match of what is advertised, and is completely unsuitable to gift, especially for such a momentous occasion as a wedding. Furthermore, the price of these glasses totalling $45 for two stemless wine glasses is an exorbitant price to pay given the quality is so poor. I have relayed all of these details to the business, and they have failed to respond. I asked the Better Business Bureau's assistance to contact the business and remind them of their obligation to consumers purchasing goods that should be a representative match to the pictures advertised on their website. Thank you kindly.*********************************

  Business Response

  Date: 28/08/2023

  Customer chose the font that has very thin lines, the thin lines will show thin with the laser engraving as well. This is an etched glass with a wax added for colour, this is not a colour printed glass, as the customer agreed, the glasses will have imperfections. 

  Given the photos of the glasses, you are able to see and read what the etching says, if you take any etching under a microscope, you will find imperfections. 

  We stand by our offer of a store credit since the customer is unhappy with the product. 

• Initial Complaint

  Date:16/12/2022

  Type:Service or Repair 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.

  Bought a 1.25" x 3" small plaque with a custom engraving. Paid $15 extra to rush the order and receive it the week before Christmas. What I received were clearly cast-offs. Silver on one side with marker writing on it on '4x2 gold', black on the other side with scribbles in white of random letters and numbers. Roughly cut. Not at all what I asked for, just garbage that should have been thrown away. Customer service offered me a $15 store credit. I fought and was offered a full refund (for the product I didn't receive and would never receive!!) Only if I shipped their garbage back to them. I tried explaining that I'm awaiting spinal surgery and thus cannot go out to ********* unless I take an expensive cab ride, but they refused to own up to their mistake. Absolutely insulting.

  Business Response

  Date: 19/12/2022

  The white marking on the front, is on a plastic film that needs to be removed before engraving. 

  When ordering a custom cut plate - there will be markings on the back. Once we cut a 24x12 plate into smaller portions, we mark the back of the plate to ensure they are not mixed up. The marking on the back have no effect on the front of the plate and is not visible once the plate is on its intended surface (i.e. a wall, a plaque, a trophy, etc.)

  If a refund is requested, we require the product to be returned. It is the same as any other store, if you want your money back, you need to return the product.