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Business Profile

Online Retailer

Vancasso Dinnerware

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair 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 set of 16 dinner *************** I also purchased shipping insurance thinking that would protect me from damage. When I received them, I opened up the box and the top 2 bowls were broken. I didn't proceed farther in opening the rest believing I could return/ exchange them and I reached out to the company to exchange the set or get replacement bowls.They told me I had to contact **** because I purchased shipping insurance. After much back and forth, **** offered me $12 for the broken bowls and I said no I wanted the full set of dishes I ordered and asked for a new set or replacements. They stated they couldn't offer me either. I have now opened the entire box and have 7 broken ************** in a 16 piece set. I have gone back and forth with them over and over again simply asking to get a replacement set of dishes or replacements for the broken items. They have offered me $17 for the broken items or a set of 4 unmatching bowls. I do not want either of these things I simply want the full set of matching dishes unbroken that I paid ****** this point, they will not offer me a refund/ exchange and I do not have a full set of dishes that I paid for.Their box says Fragile in size 14 font on the box. It is so small. This likely leads to this result because no one can see the word Fragile on the box.

    Business Response

    Date: 04/21/2025

    Hello,

     

    Thank you very much for your patience.

     

    We understand your frustration and sincerely apologize for the inconvenience caused.


    Previously, we offered a solution: you could use the $12 insurance compensation to purchase a full ***** Cereal Bowls Set of 4 in Gradient Green.


    However, we have not yet received your confirmation regarding this option.

     

    Could you kindly let us know if you would like to proceed with this arrangement?


    If you agree, we can immediately create a dedicated link for you to complete the purchase using the insurance amount.

    Looking forward to your reply!

     

    Best Regards,

    Sana

    Vancasso Customer Support

    Customer Answer

    Date: 04/21/2025

     
    I am rejecting this response because:
    I did respond to offer months ago stating that this was not acceptable as it was not a matching set and it does not solve my problem of having broken plates

Vancasso Dinnerware is NOT a BBB Accredited Business.

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