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:07/01/2024

  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.

  Order placed 10/23/23. Pair of ANCIENT919 blue herons garden sculptures shipped ***** 10/31/23, delivered 11//3/23. Stored until April 2024. Put outside April 1, 2024. One week later, I noticed that one of the birds spine was spliting at the bottom of the tail. I checked the second bird and it was splitting from the botton of the tail, 4-5 inches from bottom. Blue cover material was chipping away on both. While bird one remained stable, bird two continued to open up and the inside black material was coming out of the bird. I contacted *************** and they referred me to Ancient Graffiti. My communication from them was that I should have returned them when I got them; however, they were not showing any damage. This defect occured after they were placed outside in April 2024. They put the responsibility on me because I did not contact them sooner. I send several photos of the stages of deterioration. When I put them outside, they were fine! *************** and Ancient Graffiti stated that I did not follow the return policy; therefore, they were not liable. I sent more pictures showing the continuing separation in the worst bird, but they reiterated their return policy.

  Business Response

  Date: 07/09/2024

   

  To the best of my knowledge, ******* did purchase the 919 herons from a vendor of Ancient Graffiti products.  ******* states she purchased the product from ****************, who has not purchased from us in over 4 years.  All invoices from us to **************** were reviewed and we didn't find an invoice for the 919 steel herons.  Songbird is buying from a vendor and selling the product in her store.  I personally am the person who handles all calls coming into Ancient Graffiti about any defective products.  In all the years I have worked hear I have never told a customer that they did not follow the return policy so we are not liable.  Since we only sell wholesale we have no record of retail customers buying from retail stores.  I would always refer the customer back to the place of purchase and follow up on it.  Does ******* have the name of the person who told her "she didn't follow the return policy, therefore we are not liable"?  We always work with our customers to make things right.   In this situation ******* nor Songbird bought the herons through us so we have no paper trail of any sale to either of them.  I cant buy from ******* and try to return the item to Target with no receipt/paper trail.  We do not control each stores return policy, what Songbirds return policy is is determined by them.

  We will replace the ********************************************************* the next few days.  Please note this is a discontinued item and is no longer available moving forward.