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:06/18/2024

  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.

  Hello,I purchased a product from this company on 5/8/2024 in the amount of $99. It was delivered via **** tracking #1Z180YE80315136312, on 5/15/24. I did not like the product for my new kitchen, and emailed the company on 6/15/24 to file a return inquiry. I received a response back on 6/18/24, stating my return was outside of their 30 day refund window so they couldnt help me.

  

  Business Response

  Date: 06/19/2024

  Hello BBB team,  
  
  Transparency is one of our company's core values; therefore, we want to start by stating that this return request came outside the 30-day return window, per the attached documents. The order was delivered on May 15th and is therefore eligible for return until June 14th. We reply to all customer requests within two business days; in this case, it was no different from the attached communication documents. We replied to the customer's request, explaining why it could not be returned. 
  
  
  It is essential to mention that most print-to-order companies do not even accept returns, but we go far beyond to offer the customer some flexibility,  providing that 30 days. We do that because, despite being a print-to-order company, we understand changes happen; therefore, we want to offer that flexibility to the customer.  
  
  
  Furthermore, if we accept this return because it is outside the return window, we will donate it to local art programs and partners as we do with several other items or sell it as a clearance item. Because we are an eco-friendly company that considers minimizing the ecological footprint, we prefer to have the customer donate to a local organization.
  
  We are a small family business and take pride in providing outstanding customer service. Even though this request is outside the return window, we offered a fair resolution to the customer, the community, and the environment. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21866217
  
  I am rejecting this response because:

  I got a similar, albeit shortened response after my return inquiry. I am asking that they consider looking over the less than 24 hours past the ********************************************************************************************* my space. This is an example of good customer service. I am happy to donate the items for use locally instead of shipping them back to you to reduce the carbon footprint you mentioned. 
  
  Sincerely,
  
  ***********************