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:09/09/2022

  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.

  On August 10th, 2022, I placed an order for a dozen customized Barbie ****************** for my daughters birthday at the ending of the month. She required a 25% non refundable deposit to secure the order. However, I paid the entire total upfront which was $61.77. I paid her $62 through Venmo. On August 26th, she posted the ****************** on her Instagram. I asked her if that was supposed to be my order and she said yes. It looked different than what I ordered and paid for. I brought it up to her. I thought we were trying to talk it out but she became very unprofessional, was not taking any accountability and denying messing up my ******************. It came down to me asking for my refund. She told me she will not refund me. Not only did I not receive my order but she refused to refund me.

  Business Response

  Date: 09/22/2022

  -Original order was placed on August 10, 2022 for pick up on August 27, 2022
  
  -Customer sent me two photos of ****** sets that Ive created in the past customized by two prior customers. For both sets Ive worked with the customers narrowing down what particular design, color scheme, as well as fonts being used.  
  
  -The customers original complaint was the color scheme, which was never specified. Although you will find in correspondence there was never a color scheme specified by the customer. Following her complaint you will find my response Ok sorry for the mix up. I actually had you scheduled on the 3rd and squeezed you in for this week. Im this week booked and nothing I can do to change them now. How can we fix this?
  
  -In complaint to the BBB customer states 
  Not only did I not receive my order but she refuses to refund me
  a. Customer has seen cookies of the photo made which is where her original complaint of the color scheme originated. They were ready for pick up, customer had the time and location of pick up and chose not to pick them up. She did not pay or request for delivery.  Therefore its not that she didnt receive her photos she chose not to pick them up. 
  b. I have a 25% non refundable deposit. You will find in correspondence that the customer was offered a full refund so long she was able to show me where color scheme was stated. 
  
  I have been very much accommodating to the customer regarding changing pick up dates twice which caused me to report spoilage for the ingredients not used, and lose orders from other customers that would have been able to place their orders, I rushed her order did not charge any rush fee. 
  
  I understand the customer is unhappy with her service. I am willing to refund customer in full. 
  
  Please contact me on how to proceed with sending over refund. 

  Customer Answer

  Date: 09/22/2022

   
  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. She asked how she can send me my full refund. She can Venmo me my money back @Rayna57.
  
  Sincerely,
  
  *******************************