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:12/26/2024

  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.

  I ordered Buttons from this company on December 3, 2024. Before placing the order I made Chris aware that the product must arrive by December 11, 2024 because of my travel plans. Chris assured me that if I paid extra for two-day priority shipping, my product would arrive in time. I agreed based on Chris' recommendation. The product did not deliver until December 14th, 3 days past the date promised.
  Based on the shipping label, when the product mailed, it was never going to arrive by December 11, 2024. Emily, an employee at Just Buttons said the " wrong shipping method was chosen" because it did not guarantee delivery by a certain date.
  
  I am attaching all correspondence I've had with the company. Chris blames **** for not delivering the product on time, but the correspondence will show, Just Buttons mailed the items too late for an on-time arrival

  Business Response

  Date: 12/26/2024

  
  Thank you for the opportunity to respond. At Just Buttons, we take great care in providing high-quality, custom-made products and working diligently to meet our customers’ needs. We’d like to address *** ****’s concerns in detail and provide clarification.
  
  *** **** placed her custom order on December 3, 2024. While our standard production time is five business days, we expedited her order to ensure it shipped ahead of schedule on December 9, 2024. She requested delivery by December 11, and this request was noted in the comments section of her order.
  To accommodate her timeline and budget, we selected **** Two-Day Priority Mail, which had an estimated delivery date of December 11 based on *****s stated service levels at the time of shipment. Unfortunately, **** experienced delays, and the package did not arrive until December 14.
  
  As stated on our shipping policy page (************************************) and return policy page (*********************************/), we do not guarantee delivery dates for shipping methods that do not offer guarantees, such as **** Priority Mail. However, in cases where the carrier does not meet their stated delivery timeframe, we refund the shipping costs as a courtesy.
  
  In this case, we refunded *** ****’s full shipping cost, even though the delay was entirely due to ****. Additionally, we took extra steps by contacting our local Post Master and escalating the issue to our **** territory representative to attempt to expedite the shipment.
  Clarifications:
  
  *** ****’s shipping method was not incorrectly chosen. Instead, we recommended a cost-effective shipping method that fit her timeline and budget. While her order confirmation displayed an estimated delivery date of December 12, we shipped early with the intention of meeting her requested delivery date of December 11.
  
  We’ve noticed *** **** has left negative reviews on several platforms regarding this experience. We’ve responded to each review professionally, addressing her concerns and providing transparency about the steps we took to prioritize her order and resolve the delay.
  
  We deeply regret that **** delays impacted *** ****’s order. While we took every possible step to ensure her order was prioritized and resolved the issue by refunding her shipping cost, carrier delays were outside of our control. We hope the refunded shipping and our efforts to assist demonstrate our commitment to fairness and customer satisfaction.
  

  Customer Answer

  Date: 12/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Just Buttons chose the shipping method as indicated in the email commentary.  The comments I have left on several platforms simply depict the truth of what happened. It was an employee of the company that stated the wrong shipping method was chosen by Chris 

  I am OK  with not receiving my refund. I  just want to make sure that my comments and concerns with this company go on public record. I contacted them in good faith to purchase a product. I thoroughly explained my time-line.  The company chose the shipping method in spite of other options being available and when the product did not show up on time, they blamed ****. Just Buttons is in the business of producing and shipping products.  This was not their first busy season nor their first complaint (based on social media posts) about products being delivered on time. 

  I am just a regular consumer that planned a special graduation event with products from Just Buttons that showed up 3 days too late. Refunding me for a shipping method that Just Buttons chose, has no value to me.  Contacting the **** after Just Buttons shipping method failed to ensure on time delivery,  again has no value to me. Hopefully in the future,  Just Buttons will anticipate peak seasons and do a better job meeting the time-lines of their customers. Just Buttons failure to anticipate and deliver my product on time, left me with memories that can never be  regained.

  
  
  
  Sincerely,
  
  
  
  ********** ****

  Business Response

  Date: 12/27/2024

  Thank you for your additional feedback. We appreciate the opportunity to clarify the situation further and address *** ****’s concerns regarding her order and delivery timeline.
  
  Timeline and Shipping Choice
  *** ****’s order was for a custom product that typically requires five business days for production. Understanding her request for delivery by December 11, 2024, we expedited the production timeline and shipped her order on December 9—one day earlier than our standard schedule for non-rush orders. We also waived any additional fees for rush processing to help accommodate her needs.
  
  To meet her timeline while balancing costs, **** Priority Mail was chosen as the most economical option likely to meet her requested delivery date. Our shipping software indicated an anticipated delivery date of December 11, and based on our extensive experience, **** has historically been reliable in meeting its stated service levels. While guaranteed methods like *** Overnight or **** Express were available, they were significantly more expensive—up to two to three times the cost of Priority Mail.
  
  We understand there may have been confusion about the shipping choice. To clarify, **** Priority Mail does not include a guaranteed delivery date, but it was selected in good faith based on its ability to meet her timeline within a reasonable budget. Unfortunately, **** experienced delays that caused the package to arrive on December 14 instead of December 11.
  
  Our Efforts and Resolution
  When we learned of the delay, we took immediate steps to escalate the issue by contacting both our local Postmaster and our **** territory representative in an effort to expedite delivery. In addition, we proactively refunded *** ****’s full shipping cost as a gesture of goodwill, even though the delay was beyond our control and she had not requested a refund. While we understand this does not fully address her disappointment, we hope it demonstrates our commitment to addressing her concerns and making things right.
  
  Feedback and Moving Forward
  We deeply regret the impact this delay had on *** ****’s special event and understand how important this order was to her. While delivery delays like this are extremely rare for us, her feedback has prompted us to review our processes and improve communication around shipping options, timelines, and the trade-offs between cost and guarantees. We are also exploring ways to better handle time-sensitive orders during peak seasons to improve the experience for future customers.
  We value feedback like *** ****’s, as it helps us continuously refine our processes and better serve our customers in the future.
  
  Final Thoughts
  While we worked in good faith to prioritize and fulfill *** ****’s order, we acknowledge her disappointment and the lasting impact this situation has had. We will continue to learn from this experience and improve our processes, and we hope our efforts to address her concerns reflect our commitment to customer satisfaction.
  Thank you for allowing us to provide this response, and we remain available for any further questions or clarifications.

  Customer Answer

  Date: 12/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While the words of the business may sound regretful they are empty because the only true resolution can come with a total refund. The business has basically said that "through my disappointment" they have reevaluated their processes and how they handle customer orders/shipping. So your company learns a lesson at the expense of the customer.

  This scenario could have ended very differently.  Just Buttons could have and should have refunded my money. Instead they were stuck on their words and processes and not what's right for the customer.  They could have negotiated a win-win situation for all, Instead of digging their heels in the sand and not taking a customer first approach. Finally even with the complete email dialog where Emily says that the shipping method chosen by Chris did not "guarantee" a delivery date,  Just Buttons still does not see how their actions and excuses impacted  the memories of a special day. 

  It is not necessary to go back and forth with continued dialog.  As I've stated before and will continue to state, Just Buttons lack of accountability is what is most hurtful. None of my words are false. They only depict my experience with Just Buttons.  Even if one customer reads my post or BBB complaint and decides to use a different company,  I would have possibly prevented that person from the disappointment my family and I experienced on our special day!! 

  
  
  
  Sincerely,
  
  
  
  ********** ****

  Customer Answer

  Date: 12/27/2024

  Thank you so much for your efforts 

  Happy Holidays 

  Warmly 

  ********** ****