Complaints
Customer Complaints Summary
- 29 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
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Initial Complaint
Date:19/09/2022
Type: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.
In December 2020 I purchased the Disney's Seasons of Joy PERSONALIZED Welcome Sign Collection. The product is composed of 4 plaques (one for each season) and 1 personalized family name/welcome home plaque. Each plaque is sold at approx. $110. The plaques were to be sent to my daughter in Nova Scotia per the address contained in the enclosed documentation. It was a gift to celebrate her return from an Air Force posting of 6 -months after being away from her family and newly acquired home. In June 2021 i received a letter from Bradford Exchange apologizing for the delay with no estimated time for the delivery of all products. My daughter has now received the 4 plaques (summer, winter, spring and fall) but has yet to receive the main plaque which renders the gift obsolete. I wrote to Bradford in November 2021 (per attached) and never received a reply. I am quite frustrated given the thought of the gift has been lost and over $400 has been spend for nothing. I understand that COVID may have played a factor in this but this is becoming ridiculous. If by Xmas 2022, Bradford can't fulfill its obligation, I would like full reimbursement. Also, in the last shipment received in the spring, they did not put the certificate of authenticity. I am quite disappointment in this company.
Business Response
Date: 29/09/2022
********* *** ****
******** ********* ********
****** ******** ******
******** *****
*** ****** *******
Case # 18045161
Account # 37772901
Dear Customer Relations Advocate:
We
are in receipt of your notification dated September 19, 2022, regarding Ms. ********* complaint.
Thank
you for bringing this matter to our attention. We apologize that Ms. ******* has not yet received the personalized welcome sign for the ******** Seasons
of Joy Welcome Sign Collection. Our records indicate that we left a message
to call on April 22, 2022, in order to verify the family name that should
appear on the welcome sign. Please let us know if the name should be the same
last name as appears on the ship-to address so that we may finish processing
the order.
We
are very sorry for the inconvenience this has caused, and if Ms. ******* has
any other questions, she can contact us directly. Our toll-free number is ************ and our hours of operation are Monday through Friday from 7:00 a.m. to 6:00
p.m.
Sincerely,
******** **
Client
ServicesCustomer Answer
Date: 03/10/2022
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. I believe Bradford Exchange may have tried calling me using a previous telephone number that was in use back in Dec 2020. It is unfortunate that no effort was made to reach me at the new number that had been provided in my letter of November 2021 or that an attempt was not made using email.In any case, I am in agreement to resolve the complaint if Bradford Exchange can provide a realistic and reasonable ETA for the customized plate. I confirm that the plate name should read *** as I had specified when submitting the order.
Sincerely,
****** *******
**********************************
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