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:07/22/2022

  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.

  On Jan 26,2022, I purchased a headstone from this company (Order # 26743 ) and received the necessary approvals from the cemetery and paid the required installation fee of $475 and submitted the required approval to this company. Prior to submitting the order, I asked "how long Will it take to receive the headstone?" They indicated that typically it would take 6-8 weeks. On May 2, I sent them an e-mail requesting a status update on my order. Their response was that I would be notified when the headstone was to be sent. They made no effort to quantify the time frame which made their answer virtually useless. It is now July 22. almost 6 months since the order was submitted and have heard nothing from these people. I have called but no one answers the phone. My request remains the same when will I receive the headstone that I paid for in full six months ago? Thank you for your assistance in this matter.

  

  Business Response

  Date: 07/27/2022

  Hello ******,
  We are sorry you feel this way. As stated on our website, some of our stones are on taking longer to receive from our supplier due to Covid-19 supply chains. Unfortunately, you ordered a stone that was on back-order.
  Due to Covid-19, as per our voicemail message and the confirmation email that was sent to you when you placed your order, “OUR PREFERRED FORM OF COMMUNICATION IS E-MAIL FOR INTERNAL ACCURACY AND QUALITY CONTROL PURPOSES. THIS WILL ALLOW FOR A QUICKER RESPONSE TIME AS WELL.”
  

  Please see the below correspondence of us informing you of the status of your stone multiple times:
      - 5/2/2022 we received a voicemail from you asking for status of your order.
      - 5/4/2022 you emailed us on asking for the status of your order.
      - 5/4/2022 we responded to your email stating, “As per our production supervisor, the stone will be completed and shipped by Friday of this week. Thank you in advance for your patience and  understanding.”
      - 5/10/2022 we emailed you informing you that your stone had shipped and provided you with the tracking information.
      - 5/16/2022 we received another email from you stating you were contacting the BBB.
      - 5/16/2022 we responded to your email stating: “Your stone shipped 5/10/22. You were emailed tracking information on 5/10/22. I have attached a screenshot of the email sent to you. Please check the tracking information for status update. If you have any further questions, please contact us. Thank you.”
      - 5/18/2022 your stone was delivered
  

  Please understand that we must check with both our production department and our shipping department before we can provide you with the most accurate status update. We responded to your email the same day. Your order shows that the shipping address is a Cemeteries address. Please check with the cemetery to confirm delivery of the headstone. Please contact us if there was any issue delivering the headstone.
  Our Mission here at The Headstone Guys is to provide all families with quality headstones at affordable price points and to ensure that they experience a stress free process from point of purchase to the product being delivered to the site in perfect condition, and we apologize for the inconvenience this has caused. We do not take it for granted when families have chosen our company to provide them with the headstone for their loved ones.

  Customer Answer

  Date: 07/28/2022

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID 176****4, and find that this resolution is satisfactory to me.

  
  

  Apparently,the e-mails that were sent to me by the headstone guys and my cemetery ended up in my spam file.   I receive hundreds of unsolicited e-mails during the month which I erase in batches of 100 without reading any of them.  I must have received the subject e-mails and blindly erased them.  I apologize for wasting both of your times.

  
  

  Thank you all for you assistance in this resolved matter.

  
  

  ******