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:07/01/2024

  Type:Product 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.

  i have order one grave marker with dates and they got the date wrong and I contacted them but they blame me and said i key in the wrong dates. As i really want the plate i said ok and i order again at my cost but again they got the dates wrong and again they said that i key in the wrong date; however, this time i was wise to get a picture of what i key in and i am right and they are wrong. All i want is a replacement grave marker with the correct dates.

  Customer Answer

  Date: 07/04/2024

  SENDING TWO ADDITIONAL FILES OF WHAT I ORDER AND WHAT WAS RECEIVED. IN THERE E-MAILS TO ME THEY CONFIRMED MY ORDER INFORMATION BUT THAT NOT WHAT I RECEIVED.

  

  Business Response

  Date: 08/15/2024

  Per our company policy, we copy and engrave the exact information that we receive with custom orders and don’t make any changes at our end. 

  We customized this order per customers specifications and shipped it on time. 

  Any personalization errors made by customer is not our responsibility. 

  This order is not eligible for refund, return or exchange. 

  
  

  Thanks. 

• Initial Complaint

  Date:10/16/2023

  Type:Product 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.

  March 3, 2023, I ordered and paid with my credit card a grave marker plaque with a stake from New World Accents through Etsy. I received the plaque but it was for a wall not with a stake. I talked to a Josh with New World Accents. He said he would have to talk to his supervisor. I heard that I would be receiving a replacement, then he later said that the staff said I had called and requested the change from a staked plaque to a wall mount plaque. I told him this was not correct. He said they had the call recorded. I told him to send me the information from the recorded call and I never received the information. I have never received the correct grave marker either. Please help me to receive the correct plaque. I will try to attach the correspondence regarding this matter.
  
  ADDITIONAL COMPLAINT
  Upon trying to resolve this issue with the company myself- they convinced me to contact my sister to verify my identity. They took us through a process involving PayPal and Target Gift Cards. My sister in an attempt to verify the identity of myself incurred 2 overdraft fees totaling $57.00 due to the PayPal transfers they requested she make and a purchase of two Target gift cards that they stated would be refunded to her upon verification of identity. (Total cost $200.00). We are also asking that she be reimbursed the $257.00 that she is out as part of this complaint. If you need anything else please let me know.
  
  Thank you.

  

  Business Response

  Date: 10/30/2023

  I don't understand what this customer is trying to achieve here.  Looks like she's totally confused.  We don't even deal with Target gift cards or Paypal.  Maybe she's confusing us with another customer.

  She did buy a Memorial plaque from us and then called us to change the style of it.  We changed the style of the plaque and customized it according to her specifications.  Upon receiving the item she called us again and said that we sent her the wrong stuff and she wanted the original design.  Which we disagreed with. We did what she asked us to do. Which was to send her a different style.

  Thanks,

   

• Initial Complaint

  Date:03/31/2023

  Type:Delivery 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.

  On Wed 3/15/23 I ordered a keepsake (114.99) from them with Next Day Air service ( $78.00), never got the urn on time. UPS "UPS Next Day Air® offers guaranteed overnight service for time-sensitive shipments". I called and I was told by the "supervisor", that processing time is not one day and it's NOT guaranteed to arrive by when I needed it (3/18/23-my father's cremation burial). I informed her their information about processing and shipping on the website was misleading. She asked me bluntly if i want to cancel the order then. I did not because I wanted to see if the urn comes on time-she said they'd try to ship it out ASAP. The urn came super late-Tuesday 3/21/23. I looked up their return policy which in short said refunds were ok if sent out within a week and to call for more info. So I called on Monday 3/27/23 (1 day before the week expired, but within my time frame), the business owner (woman) answered. I explained the situation and asked for return instructions and that i'd send it out today. she said "Why? Why do you want to return it?" in a very rude tone. Then she said I'm calling after hours (~3pm in California) and to call tomorrow, hung up. Next day i called-went to VM. Called a few hours later-voice mail. I did this for 2 days, and even wrote an email! Eventually we called from a different phone # to see if she was ignoring my calls on purpose. And guess what -someone answered. A man looked up my order but said he couldn't do anything as his "supervisor" had to approve the return. Supposedly he emailed her and she would call me the next day (Wednesday). I waited with no call all day, so I CALLED again- the guy answered, he was nice but unable to do anything. He apologized, put me on hold and said he'd call her.He said she told him she'd call me tomorrow. It is now Thursday and you can guess she hasn't called. I made my last call and told this gentleman that at this point if she did not call me back today, I would take this matter somewhere else.

  

  Business Response

  Date: 05/09/2023

  The buyer was clearly informed about the shipping situation.  UPS or FedEX doesn't guarantee any next day or 2 day shipping.  She still wanted to purchase it.  Per our store policy for custom items, her order was not eligible for a refund or return.  We spoke to her several times and each time she insisted on returning the item. We couldn't take it back.

  Customer Answer

  Date: 05/17/2023

  
  
  
  
  I am rejecting this response because:

  BUSINESS IS LYING IN THEIR RESPONSE- I DID NOT ORDER A CUSTOM ITEM.On Wed 3/15/23 I ordered a keepsake (114.99) from them with Next Day Air service ( $78.00), never got the urn on time. UPS "UPS Next Day Air® offers guaranteed overnight service for time-sensitive shipments". I called and I was told by the "supervisor", that processing time is not one day and it's NOT guaranteed to arrive by when I needed it (3/18/23-my father's cremation burial). I informed her their information about processing and shipping on the website was misleading. She asked me bluntly if i want to cancel the order then. I did not because I wanted to see if the urn comes on time-she said they'd try to ship it out ASAP. The urn came super late-Tuesday 3/21/23. I looked up their return policy which in short said refunds were ok if sent out within a week and to call for more info. So I called on Monday 3/27/23 (1 day before the week expired, but within my time frame), the business owner (woman) answered. I explained the situation and asked for return instructions and that i'd send it out today. she said "Why? Why do you want to return it?" in a very rude tone. Then she said I'm calling after hours (~3pm in California) and to call tomorrow, hung up. Next day i called-went to VM. Called a few hours later-voice mail. I did this for 2 days, and even wrote an email! Eventually we called from a different phone # to see if she was ignoring my calls on purpose. And guess what -someone answered. A man looked up my order but said he couldn't do anything as his "supervisor" had to approve the return. Supposedly he emailed her and she would call me the next day (Wednesday). I waited with no call all day, so I CALLED again- the guy answered, he was nice but unable to do anything. He apologized, put me on hold and said he'd call her.He said she told him she'd call me tomorrow. It is now Thursday and you can guess she hasn't called. I made my last call and INFORMED them i will complain.
  
  
  
  Regards,
  
  
  
  E** **********