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:01/13/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Ordered a barrel stave flag in July 8th of 2024 and got immediate confirmation of the order. Then received an email on July 12th 2024 stating "orders will be delayed until August". Ive reached out via email and called a dozen times to try and get a status and have not heard back. Extremely frustrating as it's now January 2025 and still have not gotten any update, nor heard back from anyone at Cruise Custom flags. At this point, I'd take a refund just to not have to deal with this horribly run company any longer.

  Business Response

  Date: 01/13/2025

  All orders will be shipped by the end of January.   With the overwhelming support from the ******** **** ******* ** *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  
  
  Thanks 

  ***** ****** 

  Customer Answer

  Date: 01/13/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the excuse riddled response made by the business (in which they have made variations of in every BBB case listed with Cruise Customs on your website) in reference to complaint ID ********, and although I'm skeptical I'll actually receive the product in the timeline they stated, I will give them the benefit of the doubt and accept their proposal as satisfactory to me. Should I not receive the product in the allotted time, what is would be a next step with the BBB regarding this case?
  
  
  
  Sincerely,
  
  
  
  **** *****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 02/04/2025

   
  
  Complaint: ********
  

  The customer stated he has not received his item or any communication from the company.

  
  

• Initial Complaint

  Date:01/13/2025

  Type:Delivery 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.

  I ordered/paid in full product from Cruise Custom Flags November 18, 2024, stated 4-6 weeks for delivery. As of 1/12/2025, I have not received my order and have contacted the company 3 times for update of product shipment/delivery without response.

  Business Response

  Date: 01/13/2025

  All orders will be shipped by the end of January.   With the overwhelming support from the National News segment on Fox and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  
  
  Thanks 

  ***** Cruise 

• Initial Complaint

  Date:01/08/2025

  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.

  I placed an order on 12/1/24, they took my money and will not email or call me back about the status
  of the order, even though I have received a confirmation#.

  Customer Answer

  Date: 01/08/2025

  Website address used was:

   

  **********************

  Business Response

  Date: 01/13/2025

  All orders will be shipped by the end of January.   With the overwhelming support from the ******** **** ******* ** *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  
  
  Thanks

  ***** ****** 

  Customer Answer

  Date: 01/13/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** *********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/20/2024

  Type:Delivery 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.

  Purchased an item on November 30 and credit card was charged that day. No email confirmation. As of December 19, no response of any kind. I’ve sent two separate emails and left 3 voicemails. No response at all. I will have to purchase a replacement gift from someone else and will have to dispute the charge.

  Business Response

  Date: 01/13/2025

  All orders will be shipped by the end of January.   With the overwhelming support from the ******** **** segment on *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  
  
  Thanks 

  ***** ****** 

• Initial Complaint

  Date:12/10/2024

  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.

  I placed an order with Cruise Customs on November 8, 2024. I received an email with confirmation of that order that same day. From there I have received NO communication from this company. I have called and emailed multiple times asking for an update on my order and have received no response. I would like to either receive the item that I ordered, or a refund. But honestly just a response from the company would be appreciated - makes me think its a scam?

  Business Response

  Date: 01/13/2025

  All orders will be shipped by the end of January.   With the overwhelming support from the ******** **** segment on *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  
  
  Thanks 

  ***** Cruise 

• Initial Complaint

  Date:11/25/2024

  Type:Delivery 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.

  I placed Order #***** in May 2024, for my husband, and received confirmation that same day. I received an email stating order was running behind due to high volume of orders in July. The email said they anticipate deliver by end of July. I have not received any communication since that time. I have reached out to the company via e-mail, their website and left a voicemail I understand a small business being overwhelmed but the lack of updates or replies to repeated inquiries does not show them in a good light.
  Thank you

  Customer Answer

  Date: 12/18/2024

  
  
  Better Business Bureau:

      I received the product yesterday and am satisfied with the outcome. 

  
  

  Thank you for your assistance.  Wishing you a safe, Happy Holiday.

   
  
  
  
  Sincerely,
  
  
  
  ***** ****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  I ordered a custom wooden flag (the “Captain”) on May 28, 2024. Order number is *****.
  I never received it. I have called and emailed them MULITPLE TIMES, and they never respond. I paid them $362.25, and I want my money refunded!!
  
  I appreciate any help you can give to this matter.
  
  Sincerely,
  ***** *******

  Business Response

  Date: 01/13/2025

  All orders will be shipped by the end of January.   With the overwhelming support from the ******** **** ******* ** *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  
  
  Thanks 

  ***** ****** 

  Customer Answer

  Date: 01/13/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I haven't received the item or a tracking number. I haven't received any correspondence from them.  

  Thanks for checking and let me know if there's anything I can do. Maybe I should have asked for a refund?

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

• Initial Complaint

  Date:10/18/2024

  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.

  I placed an order with Cruise Customs on 9/1 for a wooden magnetic USA shaped key holder. On 9/12 I hadn’t heard anything on my order so reached out via email to check on the status. That email went unanswered so I called them on 9/17 at 1:34pm and got a voicemail. I left a detailed message again asking for an update. At 1:41pm on 9/17 I miraculously received an emailed response to my original email from 9/12 stating “We have had to make more USAs. Order should ship this week.” I gave it another 8 days. Still no additional updates, no order received so I sent an email on 9/25 requesting my order be cancelled and refunded. About 12 hours later I get an email saying my order was shipped. The order finally came on 9/28 and is much different in the stain than what is listed on the website. Due to the lack of any response to my multiple attempts and receiving a product that looks very different from what I ordered I would request a refund of my order and a return shipping label to be sent at the company’s expense to receive their product back.
  I am uploading my original email, the phone call made to show date and time stamp, my email requesting the order be cancelled PRIOR to it shipping and a screenshot of a similar complaint recently posted on their Social media.

  Business Response

  Date: 10/28/2024

  We have refunded the customer.  The order was shipped around the same time as the customer requesting a refund.  Customer can keep the product.  

  Customer Answer

  Date: 10/30/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/01/2024

  Type:Delivery 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.

  I placed an order 10 weeks ago and paid for it. Despite repeated emails, voice mails and even Instagram messages, I have neither received the item nor received an update. I've reported this company for fraud to my bank. It is shameful that they play on their (alleged) veteran status to attract sales and then fail to deliver. They are giving us veteran's a bad name.

  Business Response

  Date: 10/01/2024

  We have sent several emails to our customers stating we have been slammed with orders and unfortunately we haven’t had the ability to answer emails and do not have a customer service.  We have all intentions of fulfilling these orders in October. 

  ***** ******, Owner 

  Customer Answer

  Date: 10/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution may be satisfactory, but ONLY if they actually follow through on their "intent".  I have NOT received any of the emails the company has allegedly sent. I have, however, received all of their marketing emails. I am very hesitant to accept yet another promise when they haven't followed through on previous ones. If the item is not received in October I will file another complaint and look at other options.
  
  
  
  Sincerely,
  
  
  
  *** **********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/25/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  I placed my order on March 3rd for a custom product that the business says takes 6-8 weeks. I paid $417.50 including shipping. I bought this as a gift for my husband's separation from the Air Force and I wanted to support Cruise because they're a veteran owned/veteran run business. Unfortunately I will never purchase from them again and won't recommend them because they aren't actually able to create or deliver any of their products. It has been 20 WEEKS since I placed my order and I still haven't gotten my order. It hasn't even shipped. I have emailed and called the company multiple times and never heard back. Eventually I was able to connect with someone through an Instagram account (see attachments) and they alleged they're working on it. I don't believe it. I think they stole my money and now my husband (A VETERAN) doesn't have his gift. I told them I would be submitting this complaint to BBB and they were apologetic... yet here we are 2 weeks later and I've heard nothing. Meanwhile they're going on *** News to get more exposure and drum up more business which they CANNOT deliver. Disappointing and frustrating.

  Business Response

  Date: 10/01/2024

  We have sent several emails to our customers stating we have been slammed with orders and unfortunately we haven’t had the ability to answer emails and do not have a customer service.  We have all intentions of fulfilling these orders in October. 

  ***** ******* Owner

  Customer Answer

  Date: 10/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I haven't received a single email from you since the "thank you for your order" email on March 3. I resorted to communicating with you via Instagram messaging. Even a business owner without a customer service department can log in once per month and email their open orders (or contact via ****). I really hope you deliver in October - this military family does not appreciate being stolen from.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Customer Answer

  Date: 11/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The customer indicated that she has not received the product or a refund.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 11/20/2024

  11/20/2024 - We are shipping the order this week.  
  
  Thanks 
  
  ***** 
  Sent from my iPhone

  Customer Answer

  Date: 11/26/2024

  
  
  Better Business Bureau:
  
  
  
  See attached email. I accept resolution (since the 7 days are up tomorrow), but ***** said he'll ship it out tomorrow AM. Pending it arrives after shipment then I am good with closing this.
  
  
  
  Sincerely,
  
  
  
  ********* *******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 12/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: And this business has officially stolen $420 from a veteran-family with no contact, no updates, no apology, and an irresponsible marketing strategy that continues to drive orders with ZERO intention of fulfilling them. This is not a reputable business. What is our next step???

  
  

  -********* 

  Business Response

  Date: 01/13/2025

  January 13, 2025

  All orders will be shipped by the end of January.   With the overwhelming support from the ******** **** segment on *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  
  
  Thanks 

  ***** ******