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Business Profile

Clock Dealers

The Big Clock Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clock Dealers.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Order arrived sept 16, 2024. Opened and installed same day, clock part moves, but it's inaccurate in telling time out of the box. Contacted company via email 3 days after trying various troubleshooting. Company replied with tips to troubleshoot and fix. I did all the steps without improvement. Company outlined steps to receive replacement parts. I followed directions, now company is claiming that my order is not eligible for replacement or refund.They sold me a defective part and now are claiming that warantees only apply to clocks purchased and not the mechanisms. What is a clock without the mechanism? The only functional part of a clock is the mechanism.

  • Initial Complaint

    Date:10/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought a wall mount clock from the Big Clock Store back in August of 2023. I had to wait a contractor to get it assembled and mounted. But the clock delivered to me with the short hand fell off. I immediately contacted the clock shop and instead give me a new clock, but a replacement hand. After it was assembled the clock did not move at all. I called two times and left messages, tried to get the problem crossed to the Big Clock Store, it never returned my call. I also emailed the Big Clock Store, no response either. I am a retired person, lives on limited income. A company such as The Big Clock Store seems lack of fair business ethics in terms of treating a customer's problem. The not working ******************** still sets on the kitchen counter now, waiting for a guide of whether I should return the dysfunctional clock. and I should be properly credited . I do not want the clock store send me a new one, because it's a poorly designed clock. Like any online order, I have long paid the clock. I need to be fairly credited.

    Business Response

    Date: 10/27/2023

    this narrative is completely fictitious, and borderline fraudulent.

    the customer ONLY contacted us through Esty and was promptly sent out a replacement parts order for what was allegedly damaged in shipping( per the listings description), which she claimed was an act of " customer "abuse"...no request for return was made or approved within the allotted return/ exchange window.

    i have records of all correspondence which show that this is a blatant misrepresentation of fact in an attempt to subvert the generous, stated policies on a handmade, made to order item; solely for their own financial benefit, which considering the "tone" of her messages and multiple allegations contained within seems to be their preferred modus operandi when it comes to online retailers. 

     

     

  • Initial Complaint

    Date:09/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hands on clock do not work. When battery is installed gears move but hands do not

    Business Response

    Date: 09/13/2023

    customer has made ZERO efforts contact with us. no records of  any phone calls, no emails, and no messages through amazon... in fact the ONLY communication we have had with them was through the BBB, demanding replacement. had they bothered to read the listing of the item they bought, they would have seen that the movement is covered under our industry exclusive lifetime warranty and all they needed to do was actually contact us on the marketplace they made their purchase from and we would PROMPTLY sent out a replacement at NO COST to them.

  • Initial Complaint

    Date:01/06/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    - Purchased on 11/07/22 online for a Christmas present.- Cost $149.00 It was opened on Christmas Day and we noticed it was broken upon opening. An email was sent on 12/26/22 to The Big Clock Company explaining the clock was broken. A generic email was sent in response directing us to a ******* tutorial that had nothing to do with the issue. I sent another email on 12/27/22 with pictures and a video showing the issues. They have not responded to me since. Ive sent another email on 12/30/22 and now on 01/06/23.I would like this clock fixed or my money back.

    Business Response

    Date: 01/08/2023

    The customer was sent replacement parts on  Dec 03 2022 they are in transit see attachment , they are in transit . I consider this matter closed . 

The Big Clock Store is NOT a BBB Accredited Business.

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