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:09/09/2024

  Type:Service or Repair 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.

  Purchased $297 worth of a certain type of wood. I reached out to the Cutting Edge right away to let them know that I received the wrong TYPE of wood. I had to email countless times to even receive a response, when I finally did, Cutting Edge tried to tell me that I had received the correct wood which I DID not. They continued to lie and say that they were willing to work with me but never did.

  Business Response

  Date: 09/16/2024

  I tried to attach the entire email thread as a PDF, but the file was too large. ******* and I communicated via email after she received her order. Her initial email said, "Hello, Looking at the firewood and its not hickory." I responded and asked her to send pictures of the wood so I could take a look at it myself (you can tell by the color tones and texture of the wood) or if there was something in particular that led her to believe its not hickory. Her response was, "It isnt hickory." I responded with, "Our Firewood and Cooking Wood Boxes have a small square sticker on the end of the box (same side as the handle) towards the bottom, just above our website. The sticker kind of blends in with the box, so its easy to miss, but it does indicate the species of wood in the box. Do you mind checking for those when its convenient for you?" ******* sent a couple pictures of two of the boxes flattened on the ground, neither of which showed the stickers I mentioned. I then asked if she could send additional photos, and she responded with, "This is all I have. Didnt know I would need the boxes" I then mentioned she could send a picture of the wood itself so I could verify that way. I also added, "Its extremely rare for our warehouse team to send the wrong boxes, especially when there are multiple. Im extremely confident you received the Artisanal Hickory Firewood in all three boxes." Her only response was "I cant see it" so I then responded with another email saying, "Good morning *******, Attached is a scanned PDF of the packing slip that was used to prepare your shipment for ***** (*attached to this response*) "Youll see its signed and dated by *** *****, who is our warehouse supervisor and has been with us for several years. *** ***** does an incredible job, always being meticulous and careful when pulling boxes and placing shipping labels on them. We track our internal errors each year, and out of the tens of thousands of shipments we send out yearly, more than 99.5% of shipments are sent correctly. I hope that you can trust us and give us the opportunity to serve you again in the future!" ******* replied with, Yeah I can see that but Im explaining that I didnt receive the correct wood that I paid for." I responded, "Hi *******, Do you mind explaining why you believe the wood was not correct? I want to make sure you are taken care of but need a little bit more information. If you still have some of the wood, a picture of the wood itself would be extremely helpful." ******* refused to send a photo of the firewood and responded, "I still have the wood. I am telling you this isnt hickory. I have gone back and forth with you guys. But its apparent we arent going to come to any agreement despite me receiving the wrong wood. Thanks." *******'s claim that the wood was damaged or defective is not accurate. Her claim was that she received the wrong type of wood, which is also not accurate. Our firewood goes through a rigorous drying process, and we hand-select each and every piece of wood that we put into our boxes. The boxes are then labeled and stored in our warehouse, organized by the type of wood. We then use the packing slip to prepare each shipment, placing the labels on the correct boxes from the corresponding section in our warehouse. The packing slip is signed and dated by the employee who does this to ensure he or she has double checked both the product itself and the quantity. The boxes are then placed on a pallet to await pickup by ***. Our team is meticulous when it comes to this process, which is why they make errors less than .05% of the time (we have data to support this). More than likely, ******* has never bought or received firewood that is as high quality as ours. Or, she may have experienced hickory firewood in the past that looked different, as hickory is a general type of wood that has about 18 different species. The bottom line is that ******* ordered three of our Artisanal Hickory Firewood Boxes, and that is what we sent her.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22258602
  
  I am rejecting this response because: I am well aware of what type of wood that I received and it ISNT what I purchased. This is considered an ITEM NOT AS DESCRIBED or even FALSE advertising if they would like me to pursue this further. Cutting Edge has promised a resolution for this, however, they NEVER RESPOND to their promise of "MAKING THIS RIGHT", 

  All I am looking for is a refund for receiving the wrong wood. or if the merchant would like me to return it, I still have it and can do that. However, merchant has blocked all emails and social media because they are not responding to me. 

   

  They said they would make it right, so do that. 

  
  Sincerely,
  
  Madison *********

  Business Response

  Date: 09/23/2024

  Hi Madison,

  We suspended email communications with you after we started receiving nasty emails from you such as the one attached (where you asked to be removed from email communication).

  We asked for a picture of the wood itself back when the conversation initially began a few months ago, and you never sent any. The only picture we received was the picture of the empty, flattened boxes, which did not show our labels indicating the species of wood in the box. (The sticker was on the other side that was not shown in the photo.)

  The photo you attached to your most recent reply here is confusing because some of that wood doesn't even look like ours. You ordered our Artisanal Hickory Firewood Boxes, which contain our standard 16" length firewood, and a couple of the pieces in your picture look to be about half that length. Additionally, it's clear that the wood has been sitting outside for a long time, as it would not have that grayish color tone when you initially receive it from us. That being said, the wood you are holding in your hand in the photo is definitely Hickory. We reviewed it with our CEO, Director of Operations, Warehouse Manager, and Warehouse Supervisor, who are all experts in the firewood industry. 

  There are a couple of solutions I'd like to offer. The first is that we send you a new order to replace the original order you received. Of course, it would be the exact same wood you had in those three boxes, but I'd still be willing to do that for you. The second option is to refund your order. Please know that we are only offering this option because we simply wish to move on from the situation at this point. We know we sent you the correct product, and it's disappointing you refused to provide ANY reasoning for why you believed it was not the correct wood. Our highest priority is the experience of our customers, and we will ALWAYS make it right if we've made an error, but we weren't able to provide any sort of solution up front since you weren't willing to give us any reasonable explanation. And while all of the evidence we have shows that we sent you the right product, we were willing to work with you and attempted to make progress towards a resolution. Regardless of the outcome of this situation, we will be choosing not to serve you in the future.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22258602
  
  I am rejecting this response because: Once I receive a refund I will close the case. The company has lied and promised to do the right thing and here again they are promising to make it right but just like on previous attempts their promises always fall through. 
  
  Sincerely,
  
  Madison *********

• Initial Complaint

  Date:02/26/2023

  Type:Product Issues
  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.

  Date of transaction: November 30, 2022 Amount: around $89 Company: Cutting Edge Firewood Issue: I ordered the wrong size wood for my husbands smoker. On the companys website it says, If our products or services dont meet your standard please let us know and we will evaluate every complaint on a case by case basis. I emailed to ask if I could return the wood and they said I could not. A representative with the company was in the ************** and she messaged me to see if I wanted to place an order. I told her I did not need more wood but asked is I could return the wood I had ordered if she would pick it up since she was in the area. She refused to pick it up. I then wrote a 1 star ****** review on the company. My husband wrote a 1 star review as well. One month later, the owner of Cutting Edge Firewood located my husbands business address and went on my husbands ****** review page and left a fake 1 star review out of spite. *********************** has never been to my husbands ****** shop. My husband owns a ****** shop in ********* and he is one of the best. He takes pride in his shops 5 star review status and he is the most booked ****** in ********* on Booksy. We are in the process of trying to get this 1 fake star review that the owner is Cutting Edge Firewood left on my husbands place of business removed, but the fact that this business owner did this is a violation of privacy and slanderous.

  Business Response

  Date: 03/06/2023

  No one from Cutting Edge Firewood left a review.  We are an e-commerce company.  ******* has rules on shipping cooking wood.   The above has left 4-5 one star reviews based off of a single order which is ironically doing exactly what they are accusing us of doing.   If they want to reach out to us directly, we'd love to come up with a solution.  

  Customer Answer

  Date: 03/08/2023

  I have attached the 1 star review given by the owner of Cutting Edge Firewood for my husbands shop. The owner has never been to my husbands shop, so this 1 star review was clearly given in retaliation of our 1 star review we left his company (Cutting Edge Firewood).

  Business Response

  Date: 03/16/2023

  I'm sorry, I don't see an attachment.  Please resend.  Also, can you send a link to the review?   I do see where you left us a negative review at several of our locations, not just one.  

  Customer Answer

  Date: 03/16/2023

  You can open the attachment, we reached out to the BBB to resolve the issue with getting a refund for the purchase we placed in error and showing them your professionalism on how you handled the review we gave your company. You cant be upset with customers leaving your company a bad review when you do nothing to offer them a resolution on a problem with the order they have made with your company. We asked you for a refund and a way to return the item and you said we cant return it. So you got a negative review. We will be happy to remove the review after we receive a refund. You getting a negative review is the consequence you take for not helping a customer that reaches out to you for help. You getting reported to the BBB is the consequence you take for responding like a child and attacking my husbands business with a negative review. That is slander. This could all be resolved with a refund. We didnt order from you with hopes of leaving you a bad review and then having you attack my husbands business so we can get the BBB involved; that was never my intention when I placed my order. Let me have my refund, we will remove the review I left your business and we will forgive you for acting up against my husband who has nothing to do with this: thats the resolution.

  Business Response

  Date: 03/17/2023

  we will reach out directly.  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19502552
  
  I am rejecting this response because:
  I prefer to keep this matter in an unresolved status until it is actually resolved. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/20/2023

  I have attempted to connect with ****** over the phone and left a voicemail for her letting her know I issued a refund for her order that was placed on November 29th, 2022. I also sent her an email confirmation of the refund so she has that for her records. (See copy attached.)

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I have also went ahead and changed the reviews we left for his business. 
  Sincerely,
  
  ***************************