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Business Profile

Craft Supplies

Santorini and Rock Sales LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/13/2025

    Type:Product Issues
    Status:
    Answered
    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, 10 4x4x1 inch thick stones. I got sent 10 4x4 and 1/4 inch thick stones instead. I was away for two months, after I got back I reached out to the business, and I was informed that I would be sent the correct order after receiving a shipping label to send the incorrect order to another person. I was never sent anything and I have been attempting to reach out since, with no luck. I would simply like to have the correct order delivered. I am fine with paying the $20 the business wanted for shipping costs as well.

    Business Response

    Date: 03/06/2025

    Your client has been not only a cusromer of mine with her first purchase in 2017, she has my personal ********* is friends with me on ******** and has my personal cellphone number.  Your client was aware I was sick. I kept in contact over this entire period of time. We chatted many time at least once a week. In my e-commerce store,  I only carry 4x4 thins. I sold her 4x4 thins. These are hand cut and sanded. Each one take time and good weather. After some time passed she contacted me saying she wanted the thicker ones and not the ones she ordered. After Christmas time and being out of town, I let her know I would have to get the special material to cut them; however, I was very sick. I have ER papers and can show conversion showing that I was very transparent at this time. These are not just "order from a shop rocks", these are hand made to size. Since she was a personal friend, I hand cut them and made her the size rocks she wanted. Mind you, these are not listed or sold on my website. When ready to charge for the shipping (*****) the second box, the invoice was not showing up in her email. Once everything cleared I box them and shipped them. I then sent a replacement via *** since **** hub in ******** has lost the package from drop off and at this time is not very concerned about their issues with being to busy since the 2 hurricanes took put my main hub near me.

    I took a huge loss on this and got them to her as soon as I was able to cut, prep and ship them. At no point did anyone mention any concern about the time it took due to my ilness. I have now added to the website, no refunds or exchanges unless customer wishes to pay shipping to return the rocks first. Same shipping policy as any third party small individual company. This will help cover both parties. I only sell 2-5 boxes of rocks a month on average. This is my Hobbie to share Kindness Rocks. That is all. 

    VIEW ATTACHMENTS

    Tracking of first box

    Tracking of second box

     

Santorini and Rock Sales LLC is NOT a BBB Accredited Business.

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