Complaints
This profile includes complaints for Urns.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:12/02/2024
Type: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.
I ordered an urn necklace. It finally arrived and needed signature to get. Was excited to use it. Opened it and things were missing. Including the wrong chain. It was advertised as a 20 inch rope chain and I got a 17.5 chain that isn’t a rope chain. I waited weeks for it to arrive because apparently it came from Canada even though the owner lives in California. I contacted them and asked for a resolution or I was disputing the charges. I was told there was no neee to threaten them. They would send me the correct chain. Well this was over two weeks ago and I still don’t have the correct chain in claims there is a “strike” that I was told would end last Friday. I contacted and they said the strike is still going on a week later. I have no chain. No resolution. Nothing. I’m super upset and my emails that are in a chain with this company are going unanswered. I shouldn’t have to wait for a chain this long due to their false advertising. I want the chain or a refund. I paid 280 (or close around to that) dollars for this and I can’t even use it. Why am I waiting this long for their mistake. Why is the owner in California with products shipping from Canada. Why am I still fighting for a product that was falsely advertised. I should have been overnight shipped a new chain and I still don’t have anything from them. I should have listened to the reviews. At this point I want my chain or I will have to dispute the charges. There is no strike by the way. I’ve looked. When I called him out on the no strike I got no response to my email. Convenient. I want my chain. Or a refund so I can go get one. A customer shouldn’t have to wait months to get a product they ordered corrected.
Business Response
Date: 12/03/2024
Customer was very upset because she did not get the chain we advertised and threatened to dispute the charges and we replied that we were sorry that we would replace the chain and she accepted.
The pendants are made and come from Canada and the Canada Post started a strike and stopped operations on 11/15.
The customer agreed on 11/13, we sent the request to the warehouse in Canada on 11/14 and they were not able to send it out because the strike started on 11/15 and it is still going on.
We have explained that to the customer and she says we are lying, that the strike started on 11/29.
We said we will get the new chain to her, but there is nothing else we can do at this point in time until the strike is over.
Initial Complaint
Date:09/16/2024
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.
I purchased an Urn for my deceased mother in August. Unfortunately, it ended up being too small, so I reached out to exchange the item and while my first inquiry was addressed, my two subsequent were ignored. I was willing to exchange the item and purchase another with greater value, but at this point, I would like my money back. It is disgusting for them to take advantage of grieving individuals and they should be ashamed of their behavior.Business Response
Date: 09/19/2024
We did receive your first email and then the following ones went to spam folder and we just found them after we read this complaint.
We will send you an email with return instructions and once we get it back, we will give you a refund.
Please let us have your thoughts .
Sincerely,
Customer Answer
Date: 09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22288578, and find that this resolution is satisfactory to me.
Regards,
********* ***
Initial Complaint
Date:01/22/2024
Type: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.
I returned my necklace to urns.com, for a refund. The customer service has been extremely poor and I have sent 7 emails with no response. I am extremely frustrated with how I have been treated, especially given that customers, including myself, are grieving.Business Response
Date: 01/22/2024
Hello,
The client ordered 3 pendants and then sent an email to return one of them. We gave her the instructions to do it.
Then she wanted to return a second pendant and she did not wait for instructions on how to do it and she returned to the wrong warehouse.
We explained to her that we couldn't do the refund unless we have the pendant in the right warehouse and that we were going to locate the package and send it to the right location.
She started sending emails and more emails to get a refund.
Finally today we were able to get the pendant at the right location and we issued a credit.
Sincerely,
Initial Complaint
Date:11/20/2023
Type: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.
I purchased an urn. The urn was delivered. It was not the correct top. The urn also stood extremely crooked. I was told it would be corrected but my emails were ignored and nothing has been done.Business Response
Date: 12/05/2023
Hello,
Yes, we dropped the ball on this issue and we apologize.
We will make sure to send the correct top for the urn in question.
Sincerely,
Initial Complaint
Date:05/09/2023
Type: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.
I purchased an urn for a family member on 3/19/2023 and I paid $126 plus $20 for expedited delivery. Since we added an engraving after the original order, the next day, the price qualified for 10% off. I spoke to Ruffo M****** after several of my emails were ignored on 3/27/23 and again in April. He agreed and said he would refund me 10% back which is $12.60. A month passed and u inquired about my refund and Mr. M****** emailed me that my order does not qualify for the discount because he separated my order and i assume, forgot all about our conversations and his agreement to refund me. I wish I could dispute the delivery fee since the urn arrived 10 days after ordering and I needed it before leaving my family. Order # is 18961 and 19025 (engraving added). The communication when ordering and approving and order is very poor and the business does not live up to their word and advertisements. Besides being so unprofessional, I wish I could warn others to avoid Urns.com because the heartache of losing a loved one is not eased with this business but actually is worsened with their poor business practices and complete negligence to customers valid issues.Business Response
Date: 06/05/2023
We explained that in order to qualify for a discount, as we state on our website, the order has to be $99 or more.
In this specific case, the customer placed 2 separate orders, each of those were $98 or less and the store system will not let us enter a discount adding 2 separate orders.
Therefore, unfortunately, we cannot issue a refund for a discount that was not entered at the time of purchase.
Sincerely,
Customer Answer
Date: 06/20/2023
I am rejecting this response because:I have emails to the business that Mr M****** did not respond to. He responded to my complaint with different information than what he told me. It was ONE ORDER THAT GOT AMENDED TO ADD A CARVING OF A QUOTE FOR ADDITIONAL COST. Mr M****** agreed I then qualified for 10 percent being my cost went over the minimum amount in order to be eligible for the discount. I have never been mistreated like this with such unprofessionalism. The owner said one thing and did another. I would advertise to advise others to not fall for the trap and deal with this business, at all. I still want my refund Mr M****** promised me for the ten percent.
Regards,
J***** **********
Initial Complaint
Date:12/05/2022
Type: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.
It’s now over 6 months since I requested a 10% refund Ruffo M****** said I’d receive (I paid $383.96 on May 27), but I haven’t received it. Just as with **** ***, see his 12/20/2021 review on ********************************************* (with login; I have pictures), “They promised me a 10% refund after the urn shipped but I never received it. I have contacted them via email multiple times with no response.” I also mailed Urns****/M****** repeatedly, and received some unhelpful responses, but no refund, or apology. As for the urn I bought, I was told it'd come with gold engraving; it arrived with black engraving. I heard, only *after* it arrived, that M******'s employee supposedly told him gold wouldn't be readable, so they made it black instead; but no one told me this BEFORE sending me the urn. An ugly surprise. (Later, other urn companies told me gold letters *would* be readable, contradicting M******.) Moreover, I left a review on the Urns**** webpage for that urn, “Terrible service, waiting for refund”, giving one star out of five. I checked later and my review had disappeared! I reposted it and got the same result! Were my reviews deliberately erased? Also, the BBB section at bottom of the Urns**** homepage says, “BBB Rating: A+” (it's really A-), but then says, in very tiny print, “as of 7/24/18”. What kind of person posts a rating from *over 4 years ago*, and puts the disclaimer in miniscule fine print? As noted on others' BBB complaints, people are so disgusted with M******/Urns**** that they mention things like “false advertising”, possible lawsuits, “liar”, etc. Should people mourning loved ones be so mistreated? Finally, I write not just for myself, but also to save others from similar misery.Business Response
Date: 12/08/2022
David is right, we dropped the ball on the 10% discount we offered.
We did it today.
Sincerely,
Customer Answer
Date: 12/12/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
Complaint: ********
I am rejecting this response because:As I said before, I paid $383.96 on May 27 for the urn, requesting a 10% refund. On December 8, I received a refund of $33.20, when the refund should've been at least $38.40, by my calculation (10% of $383.96). It looks like they took the $358.00 base cost of the urn and SUBTRACTED the $25.96 of taxes from that, when calculating my refund, instead of adding the taxes to the base cost, equaling $383.96 of course. Incredibly slapdash and careless of them, if not deliberate.
So, I want the additional $5.20 back (that plus $33.20 equals $38.40), even though, sadly, the time it's taking me to write this response is worth much more than $5.20. Additionally, I asked for an apology (none came), a pledge not to mistreat customers anymore (none came), and their putting the correct, current BBB rating on the Urns**** homepage, instead of saying in tiny print that the A+ rating is as of over four years ago! (7/24/2018); that correction I requested hasn't happened either.
Thus, as of today, they have delivered on NONE of the four requests I had. This is in line with so many other complaints by other customers, about inadequate responses by Urns**** or Ruffo M******.
As soon as Urns**** gives me the money for a full 10% refund, and other things I requested, I can think about closing the complaint. (And the hours taken to write and research the complaint were also a burden, maybe worth far more than the money I'm getting back.) I hope I receive what I requested soon, so as to be less trouble to me, and also to BBB. Thanks to BBB for their time.
Regards,
***** *****Business Response
Date: 01/06/2023
We cannot take taxes into consideration, they are automatically subtracted from our store.
If the client would like that portion back, he will have to get in touch with the California State taxes administration.
Sincerely,
Customer Answer
Date: 01/10/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
Complaint: ********
I am rejecting this response because:Urns**** says, "We cannot take taxes into consideration, they are automatically subtracted from our store.
If the client would like that portion back, he will have to get in touch with the California State taxes administration."This is ridiculous, especially given all that I have suffered. No one is forcing them not to consider the taxes; they can just refund me the few dollars I'm owed: that isn't going to bankrupt Urns****. Urns**** can then **themselves go ask the State of California to refund them the value of the sales tax.** To say I should go through all the trouble of that myself, to go to the State over a few dollars, is a slap in the face.
Too, with the $358.00 base cost of the urn, even before taxes, Urns**** still owes me $2.60 ($35.80 is 10% of $358.00, and I was refunded only $33.20). So they have failed to perform on that, too, refunding me 10% of the base cost. This is outrageous.
I have even read some legal authority online, saying that I, the consumer, am not even allowed to ask the State for a refund of sales tax; the retailer has to do it. So Urns**** and/or M****** may be making a fraudulent claim here. BBB should check this out, if it's interested in keeping retailers honest.
So, as I've said before, I want the additional $5.20 back (that plus $33.20 equals $38.40), even though, sadly, the time it's taking me to write this response is worth much more than $5.20. Additionally, I asked for an apology (none came), a pledge not to mistreat customers anymore (none came), and their putting the correct, current BBB rating on the Urns**** homepage, instead of saying in tiny print that the A+ rating is as of over four years ago! (7/24/2018), which hasn't happened either.
Thus, as of today, they have delivered on NONE of the four requests I had. This is in line with so many other complaints by other customers, about inadequate responses by Urns**** or Ruffo M******.In addition, I'm recalling that they didn't let me post a review of the urn on their website; I was going to give one star, plus criticism, but the review vanished after I put it up, twice, so I assume they deliberately erased it. I should be allowed to post that review or a similar review, have it on their website permanently, and contact BBB if I see my review is ever erased.
As soon as Urns**** gives me my full refund and all other things I requested, I can think about closing the complaint. I hope it happens soon, so as to be less trouble to me, and also to BBB. But whether the complaint is closed or not, I would like all this to be posted on the BBB website, all my complaints and responses, and all responses Urns**** has made. The public should know about the atrocious behavior of M****** and Urns****, so they're fully warned about what might happen.
Thanks to BBB for their time and effort.
Regards,
***** *****
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