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Business Profile

Jewelry Engraver

Legacytouch

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Engraver.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 some jewelry from a company called LegacyTouch and on February 24, 2025, I was notified that it was delivered. The address was a post office box, which they did not include my PO Box number on the label. When I spoke to ***** at LegacyTouch about that, she said that the PO Box was not included because they don't deliver to PO Boxes. I asked her why did it not say that when you are placing the order, she said it does, but I in fact see that it does not when checking out to ship your order. When I went to pick up my package, I was told that it was not there and that when ***** delivers to them, they send it back because they do not handle FedEx deliveries. I am getting the runaround for all parties involved and no one wants to take responsibility for my package being missing. I have filed lost package claims and went to the Post Office. I spoke with the manager at the post office, and they are saying that the name that signed for the package, they do not have a person by that name that works there. I also asked LegacyTouch to file a claim and that was denied because FedEx is claiming the package was delivered. I am out of $1000 and I still don't have my package. I want to file reports against FedEx and the Post Office as well.

  • Initial Complaint

    Date:06/19/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 called Legacy Touch today and have been communicating with Sara this afternoon. I am requesting to speak with you directly for this situation that is totally unacceptable and the lack of quality in the military dog tag with pink rubber protector that I ordered for my ****** ****** (Attached is a photo of the order Packing Slip). The cost of the order to my credit card was $173.21 with shipping. I would greatly appreciate your calling me on Tuesday 6/20 as I was told that you left for the day today 6/19 at 1:15 PM CST. My number is ***** ********. The fingerprint quality on the dog tag is extremely poor in this new order, nothing like the fingerprint quality used in the first order that I placed in 2015. (Attached is a PHOTO containing both the new order of the pink dog tag, and my dog tag with the black rubber protector from my order in 2015, side by side). As you can see in the photo, the quality of the fingerprint from the order from 2015 is much better, compared to the unacceptable and lack of quality of the fingerprint in this newest order. Also, (Attached is a photo of the FINGERPRINT SUMMARY sheet with my mother’s fingerprint from Trinity Funeral Home). This fingerprint was used for my Legacy Touch dog tag order in 2015. What fingerprint was used for this newest order ************ The fingerprints on the dog tags do not even match, AND are not anywhere close to matching each other. On this newest order, I expected the same fingerprint quality as my order from 2015. As the ONLY acceptable resolution that I will accept, and I am hoping that you will agree with me that this can be resolved by Legacy Touch creating a NEW REPLACEMENT military dog tag, without charge to me, and mailing to the same address used in this most recent order.

    Customer Answer

    Date: 06/28/2023

    June 28, 2023

     

    I am writing to request to Close this complaint that I opened as I have resolved the problem with the business, Legacy Touch.

     

    Thank you for your help.

     

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

  • Initial Complaint

    Date:12/16/2022

    Type:Delivery Issues
    Status:
    Answered
    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 purchased a stainless steel dog tag with my loved ones fingerprint to be engraved on 12/11/22 , my package was stated to be delivered yesterday at 4:15 pm but I don’t have it, I contacted the company asking information regarding this and asked for a refund since I don’t have it, and wouldn’t have the order by 12/19 as I was given this date when I ordered, I ordered for a gift for a birthday for a family member grieving a lost loved one, since I won’t have a replacement in time now, I want my money back. The company is refusing to refund me. They 100% take advantage of grieving customers by taking their money without fulfilling the delivery. They even stated they are insured by FedEx for lost packages but still don’t refund. I’m so upset and disgusted at this. I’m not out of $160.50 and no item for my family member in our time of grief. I just want my money back so I can find someone to create us a memorable piece that is genuine and caring, this company is NOT it.

    Business Response

    Date: 12/16/2022

    Customer placed order on 12/11/2022, she choose the holiday standard shipping option, which shows the item will be delivered on or before December 23rd, 2022. The customer choose to not sign for the package upon delivery and states that it was delivered to the wrong address. We started an investigation with FedEx to have the driver return to where it was delivered and provide detailed information on the delivery. Our policy is to replace a lost item with the same item. An order for a new dog tag was placed today with express delivery to arrive on Monday, 12/19/2022. Our goal is to support those who have lost loved ones by providing meaningful gifts that they can have for a lifetime, we are in now way trying to cause more grief during this already hard time. 

    Customer Answer

    Date: 12/16/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
    Complaint: ********
    I am rejecting this response because:I told the business I want a refund due to the difference in the delivery date, I was shown 12/19 as the latest date. I do not want a replacement, I want a refund for the issue. 
    Regards,

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

    Customer Answer

    Date: 12/30/2022

    I purchased a dog tag, with a. Fingerprint engraved. I never got it, was told a replacement was sent - never got tracking info on that. I was promised I’d have it by 12/19, I never got it as if 12/21, I let legacy touch know - they showed me a signature (not mine, I believe FedEx mis delivered it yet again to the wrong home) they have now said they are refunded me less shipping, I paid $160.50, and they are only refunding me $144.45 , leaving me $16.05 short of my money - I don’t see this as fair considering I NEVER GOT ANYTHING!!! So I’m paying out on shipping and tax for an item I never got??? I want ALL of my money. This company is ridiculous, and I’m beginning to wonder if it’s a scam considering I never received a package from either of two supposed packages being sent and they fought me on refunding me, and now won’t even refund me the full amount I paid.

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