Complaints

This profile includes complaints for Titan Casket Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Titan Casket Company

  265 Broadway Methuen, MA 01844-3023

  
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  Titan Casket Company

  155 Attorney St Unit 1B New York, NY 10002-4451

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:12/28/2024

  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.

  In October my dog passed away. I was seeking a water proof burial box that would protect her from the elements. I contacted Titan caskets to purchase what I thought was a secure burial box. I used the measuring guidelines provided on there website. My dog did not measure close to any of the measurements provided so I contacted the company for assistance prior to ordering. The representative told me that I should order the size up from what I initially was seeking a medium size which would be large. I followed the instructions of the representative. I was told that shipping would be free so I purchased the casket through the company affirm for a total price of $340 I thought. When the casket arrived it was large enough to bury a large size human much too large for regular size backyard and I could have fit 6 dogs the size of my dog into the box. I did not remove the casket from the packaging and I promptly called to return it. The representative then advised me that I had to order the replacement casket before they would agree to take the other one back. He told me as soon as the order was complete he would send a label to return the casket that was too large. The second casket cost $299. I returned the casket through *** Ex as instructed. Then I got two bills from Affirm totalling $586 dollars. I advised Affirm that the first casket was returned. They would not listen and advised that Titan would have to refund them for the total invoice and bill the return fees on the new invoice otherwise I would have to pay two payments per month totalling almost $80 when it was only supposed to be $32. I also had problems with the second casket I ordered a exterior colour pink with pink interior and I got an almond colour exterior with pink interior and the box did not meet well at the site of closure. A few hours after placing my dog in the casket before burial she was crawling with bugs. Titan advised they did not advertise there boxes were waterproof or air tight.

  

  Business Response

  Date: 01/08/2025

  Hi Ms. ******************** let me express my heartfelt condolences on the loss of your beloved companion. At Titan, we deeply understand that pets are cherished family members, and we strive to offer products and support that honor their place in your life. We are a family business, and started Titan to help in these situations.
  
  Also, I genuinely regret that our service did not meet your expectations, and I want to acknowledge the challenges youve described with our service, and also apologize for what appears to be a delayed refund or miscommunication between you and your lender Affirm. Hopefully this has now been resolved - I'm attaching confirmation from Affirm that they processed your refund (that we provided to them) in October.
  
  However, after thoroughly reviewing your case, including recorded communications and order details, Id like to provide clarification on the series of events. While I understand my explanation may not fully satisfy your concerns, I hope it provides transparency about our policies and actions.
  
  Order 1: 10/14/24 - Platinum Pet Casket | Almond With Pink - Large ($349.00, refunded $208.15)

  * Sizing Guidance: You reached out to us for guidance on sizing, as you were deciding between a Medium casket (29 long) and a Large casket (36 long). Our representative noted that when unsure, its generally better to size up to ensure a proper fit. However, at no point did our representative recommend a size. Sizing can be tricky, but the final decision was left to you based on your measurements. 

  * Return Policy: You asked about our return policy, and our associate explained that the item could be returned for a full refund minus a 30% restocking fee and shipping costs. This conversation took place on a recorded line, ensuring transparency. While sometimes we wish we did offer free returns, we have made a business decision otherwise as the size and nature of these items involve significant shipping and handling costs.

  * Casket Size: The Large casket, which measures 36 inches in length, was shipped as described on our website. While you mention it was large enough to bury a human or 6 dogs, we believe this may have been an overestimation. We are careful to provide accurate product descriptions to help customers make informed decisions, and can confirm that the measurements on our website are correct.
  

  * Refund Process: After receiving your return, we refunded $208.15 on 10/30/24, in accordance with our policy. This amount represents the purchase price ($349) minus shipping costs ($36.15) and the restocking fee ($104.70). Affirm has confirmed to us in writing that this refund was processed correctly.
  
  Order 2: 10/22/24 - Platinum Pet Casket | Pink - Medium ($299.00)
  You then ordered a Medium casket, 7 in length smaller than the Large, and we shipped the item promptly in October. We did not hear from you until 12/26/24, when you contacted us via chat seeking clarification on payments between you and your lender, Affirm. You have since raised two concerns:
  
  * Closure Issues: On 12/26, you mentioned having had difficulty closing the casket. If we had been contacted earlier, we could have offered troubleshooting assistance or offered a return with a full refund with no restocking fees if the item was defective. Our policy covers full refunds for defective merchandise.
  

  *Color Concern: You also mentioned receiving an incorrect color. Our records indicate that the correct item was shipped, but we understand that this type of error is possible. Again, had this issue been raised earlier, we would have accepted the return of an incorrectly shipped item for a full refund - with no restocking fee - in line with our policy.

  Clarifications on Affirm and Payment Plans
  Both purchases were financed through Affirm, a third-party provider that processes payments and refunds directly. When we issue a refund for such an order, it is sent to Affirm, which then credits the customers account. Affirm has confirmed to us in writing that they refunded you correctly. If there are further concerns, we encourage you to reach out to Affirm directly, and we are happy to assist in facilitating communication if needed.
  
  We regret that this process has caused you frustration during an already difficult time. While we believe we acted with full transparency, in accordance with our policies, and provided the appropriate refunds, we are always open to learning from situations like this to improve our processes and communication.
  
  If you have additional concerns or questions, please dont hesitate to reach out to me directly at ****************************************************** or call our main line at ************ and ask for me (****). We are a small, family business and we take these situations very seriously. I appreciate the opportunity to address your concerns and hope this provides some clarity.
  
  Sincerely,
  ****** ******
  Co-Founder, Titan Casket
  

  
  

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******