Complaints

This profile includes complaints for 360 Grace Woodworks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  360 Grace Woodworks, LLC

  Rockford, IL 61114-6106

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  360 Grace Woodworks, LLC

  Rockford, IL 61108

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:04/30/2025

  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.

  Approx 7/2024 I Purchased a personalized by my 9 yr old grandson a color red and blue wooden baseball player. I will upload the screenshots of my conversations via text and email with the Woodworker ********************************************************************************** calls. This was a pay upfront and the woodworker man stated I would get it within a couple weeks. I have my credit card statement if needed. I would like an entire refund. I believe it was between $65 and $75. I no longer want this product that I paid for and was promised to me for several months ago and several times. I have several texts from Grace 360 woodwork and emails and a receipt and a picture of the man. It will not let me upload them so Im gonna try to upload just one that is an advertisement from this company. I have not missed any phone calls from this person according to my call history and I have checked my junk emails and have not received any response from him since December 2024. I am requesting a full refund.

  Business Response

  Date: 04/30/2025

  The project that ****** is disputing has been done for months and I have attempted to contact her both via phone and text and have not gotten any reply to arrange a pickup. I have been calling and texting to the number that ****** provided to me which she has even replied from previously. That number is (***) ***-****. My number is ************ or she can reach me at ******************************* This was a custom request and is not eligible for a refund. The total amount was $65 that she paid and I am still willing to make sure she gets this in her hands.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23266278
  
  I am rejecting this response because:
  I strangely received calls and emails from you promising my product up until December 2024 that is 5 MONTHS after I paid for the product- that was enough time for me to wait- since I was initially told by you 2 weeks -as of 12/29/24 I asked for a refund and ur communication stopped! my phone number has not changed I have no missed calls from you- I have no emails from you. I have no voicemails from you. All of your orders are custom! There is nothing special to this product except my grandson chose the colors u offered him. There are no other factors like a team or name to identify this was custom. I am requesting a refund. 

  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/30/2025

  I would be willing to refund your purchase of $70.69 in person at one of the three events below that I'll be at this weekend. I want to show you my call logs and text screenshots that show I've attempted to contact you for your completed project since January 13, 2025.

  
  

  Friday, 05/02/25 **************************, ***************************** (*************************), 9:00 - 1:00 pm

  
  

  Saturday, 05/03/25 Beloit Farmers Market, **************************************, 8:00 - 1:00 pm 

  
  

  Sunday, 05/04/25 Handmade Market Rockford Spring Edition at the ************************, 12:00 - 4:00 pm

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23266278
  
  I am rejecting this response because:
  I am not able to make it to Friday or Saturday meeting places. I might be able to make it to Sundays time at the brewery but I am not sure. 
  If you can offer other craft places that are upcoming in ur schedule I can let you know. I would rather meet in a place like your craft booth/ shows than a parking lot etc.

  I am not willing to look at your call logs as I have as many logs on my phone that do not show you called- I do not want to get into that with you. I still waited more than 5 months even if you did indeed try to contact me. 
  I can come to one of ur craft booths and give you my name and take my refund. 
  

  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/05/2025

  omplaint # ********
  
  When I responded to the complaint, I mistakenly entered the wrong value for the project. The correct value that the customer paid was $70.69. I'm also attaching a call log that shows I attempted to call this customer numerous times over the last 4 months to arrange pickup for her project. Please send this correspondence to the customer so she is aware of my response here as well. ****** can call me at ************ or email me at ****************************** to arrange a time to pick up her project. 
  
  Sincerely, 
  
  ***** *. Carlin 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23266278
  
  I am rejecting this response because:
  360 Grace woodworks llc, 

  I am confused as now you are telling me to come get the product, when previous you agreed to give me my refund, are you withdrawing your promise to my refund? 

  You claim that you tried to call me and if you did it was only after I requested a refund because I was promised my prepaid product with 2-3 weeks last summer and then again promised my product several months later at Christmas and the product was not ready until mid January only after I asked for a refund. 
  I will not look at your call logs - your said calls to tell me my product was ready came approx 5 months after I paid for it and according to your responses here in your emails still would have been about a week after I asked for a refund. 
  Like I said I am able to meet you per your previous offer at one of your craft shows and if you give a few more craft shows dates and times I can try to make one to pick up my recently promised refund.
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/14/2025

  I have issued a complete refund of your purchase, $70.69. I agree that 5 months was quite a long time to wait. My response to that is that my business grew incredibly in a short amount of time resulting in an intense backlog of orders. I posted a message about this on my business ******** page in October 2024 so I could reach as many clients affected as possible. I apologize that your custom colored baseball project was delayed. There are many ways you could have contacted me (call, text, email, ******** Messenger, Instagram Messenger, ALL of this contact info was displayed in my booth, and on my social media which you accessed) and I'm disappointed that you chose to file a complaint with the Better Business Bureau and on top of that your refusal to see the proof of my call logs. I suspect that you either accidentally blocked me or that your phone considered my central ******** area code of 217 was spam and routed my attempts to contact you to your phone's spam folder. Again, I have issued a full refund as I want to be done with this.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23266278
  
  I am rejecting this response because: you are stating that you have issued a refund, but I dont know where it is??? I have not picked up a check and there has been no refund posted on my card to date. I have been in contact with the Better Business Bureau and my next Call will be to Attorney General if you cannot respond to me where I can find my refund you claim to have already issued???

  again, I dont need to look at your call logs as you quit responding to me when I asked for a refund. We had communication up to that point also ok that your business is growing, but make sure people know that when you say two weeks wait with the money up front that you might mean more than five months while I have seen your website yes and I remember seeing your site right before Christmas you were advertising making lots of dinosaurs for people at the same time you were promising me my product that I still did not get even before Christmas. Please tell me where my refund is as you say that you have refunded me so prove it! Better business Bureau said this is the last response I have to send you so sad its gone this far! 
  # no product no refund. Next step Attorney General. Talk about dishonesty and disappointment! 
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/20/2025

  I processed your refund on May 10th, 2025 from my payment app Square. It went back on to your **** card ending in ****. I attempted to call you just now and your number would not let me through and went to a generic ******* voicemail. After that I used my wife's phone and that seem to go through and I left a message for you. Please consider looking through your blocked callers on your phone as I think you somehow inadvertently blocked me. My phone number is ************ which probably shows ******, ******** even though I'm in ********. In fact, it might just be better if you email me at ******************************* I have called you repeatedly since January and your unwillingness to look at my call logs is making this transaction so much more difficult. I have included screenshots of the refund through my Square app which I used to process your payment back when you ordered this custom color baseball layer project.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23266278
  
  I am rejecting this response because:
  You are not blocked in my phone I have an I phone not a ******* so maybe you have the wrong number?! You can keep making excuses for this gross negligence and poor management of your business but facts are facts. 
  You could have tried to get through to me all the same ways, I refuse to accept ur excuses and bulling me down and false accusations - you have my money what do you have to lose! Im looking for my refund that you have made very difficult for me to get back- even after you admitted 5 months was too long to wait for my product. 
  thank you for finally telling me where to find my refund I had asked for that ever changing info a couple times now. I will check with my card daily. 
  And if it is not posted when this 7 days is up  I will move forward as I previously mentioned. 

  Sincerely,
  
  ****** *********