Complaints

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

close

Find a Location

Replacements, Ltd. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Replacements, Ltd.

  1089 Knox Rd McLeansville, NC 27301-9228

  
• 

  Replacements, Ltd.

  PO Box 26029 Greensboro, NC 27420-6029

  

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:11/15/2023

  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.

  My complaint concerns the offer made to purchase and the selling price from Replacements. I was offered $10 per ********* ***** Champagne flute. Their website is selling them for $119.95. I have not taken their offer. This clearly is an example of a business taking advantage of a customer. I want others to be aware.

  

  Business Response

  Date: 11/21/2023

  Dear Ms. *******,

  We are sorry you are disappointed with your selling experience. Our purchasing prices are based on supply and demand, and they are valid for 30 days, as these dynamics change.

  Sincerely,

  Jamie L

  Customer Care

• Initial Complaint

  Date:11/02/2023

  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 purchased a vintage carved band 3-4 years ago for $900 and had the jeweler place my original setting on the ring. I was also told it was white gold. Upon local sizing I find out it’s actually yellow gold and has been rhodium plated. Now just a few years after purchase, one side of the carving on the ring had completely broke off. When I had noticed an issue with it a couple weeks ago I messaged them asking to have their jeweler fix it. I would even pay. After multiple emails they continued to refuse to fix it with excuse after excuse. They said they would reach out to a group they are a part of and see if there was anyone near me that could fix it and I have yet to hear anything back from them. For $900 this should not have happened and It also should not have been listed as white gold.

  

  Business Response

  Date: 11/07/2023

  Dear Ms. *******,

   

  Per our discussion, we will send your ring to our jeweler to see if repair is a possibility and advise accordingly. 

   

  Sincerely,

  Jamie L

  Customer Care Specialist

   

• Initial Complaint

  Date:10/10/2023

  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.

  They buy old/new tableware. I sent them a picture of what I had and they sent me a quote to buy it from me. I sent them the glassware, at my own expense, and then they said they wouldn’t purchase it because it has been used. They buy old stuff chances are it’s been used at some point, however, I didn’t receive the money for the offered price they gave me. They said a piece was received damaged in shipping. I know I packed it up really well so damage wouldn’t happen.

  

  Business Response

  Date: 10/11/2023

  Dear Ms. ******,

  We regret that the selling
  experience did not meet your expectations.  As stated in our offer terms
  and conditions, items must be in excellent condition.  It is expected that
  older patterned pieces may have been used, however, we are not able to purchase
  items that have excessive wear for our customers. There is a check on its way
  to you for $9 for the piece received damaged in shipment since the cost was
  below our claims processing threshold.  Additionally, we are shipping back
  to you the other 7 pieces we were not able to buy at our expense.

  Sincerely,

  Jamie L

  Customer Care Supervisor

• Initial Complaint

  Date:07/17/2023

  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 sent many photos and measurements to Replacements and they identified my goblet as Sommeliers by ******. It was marked by this maker and measurements fit their website page for this. They then sent me an offer of $40. Also included were 2 others at a lesser offer. Upon inspection, they said I misidentified the goblets and offered me $5, $1 & $1. I told them they they misidentified them and to just send them back to me at their expense but I never heard back other than to ask me for proof. All info would be on my account. Almost every time I have mailed items to them, they claim the most expensive item in the box is broken and/or there is a scratch on a plate or glass so offers r reduced by 25-50%. I thoroughly check everything and wrap extremely well so these repeated issues are suspect! The only way my items would break is if someone in the warehouse dropped it when opening it. With the high cost of shipping and issues every time, I am not sure I will be sending any more items in. Also, on many items, their offers of $1, $2 or $3 each are so low, there is no way I will mail those in. Seems like they could offer much more since their prices are so high. I am waiting to hear back about my 3 marked ****** goblets that they misidentified.

  Customer Answer

  Date: 07/27/2023

  I wrote to the company 4 times but never heard back until today. All they said is that they will pay me for the other items I sent. No mention was made about their misidentification of 3 other goblets I sent or if they were going to send them back to me or not.  I told them they need to HONOR the amount they promised me for those 3 goblets Instead of the changed amount of $5, they needed to send me $40 and whatever the other 2 goblet promises were as well. I paid extra money to send those to them and it was all for nothing. They need to own up to it and pay me the correct amount!! 

  Customer Answer

  Date: 07/28/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 08/02/2023

  Dear Ms. *****,

  We are in receipt of your feedback.  We are sorry your selling experience was not an excellent one.  We sent you an offer for Sommeliers by ******, based on your self-identification over the phone. Upon reviewing your communication with our Curating team, you submitted photos with Post-It Notes to us and identified the pattern yourself as RDLSOM (Sommeliers by ******).  Based on the measurements and photos you sent and subsequent e-mails, we identified the patterns as Vinum by ****** or Vivant by ******, as best we could, without having the items in hand.  In reality, once you sent the pattern in as Sommeliers, it was actually Vinum. Unfortunately, we cannot honor purchase prices for patterns that are self-identified, but are incorrect upon arrival.  We apologize for any confusion or inconvenience.  

  Sincerely,

  Jamie L

  Customer Care Specialist

  Customer Answer

  Date: 08/03/2023

   I am rejecting this response because: these were not self identified. After I sent photos and measurements to you, you told me that the tall goblet was a pattern that you said was 8 7/8" tall. My comment was that this more expensive goblet was a full inch taller so it could not be the pattern you suggested. I called to discuss and was told to send more pictures and I included the post-it notes with exact measurements as requested. I put the name Sommeliers on the one because it fit the measurements posted on your site so it was a matter of asking you to check. I then received an offer for that which indicated that you did indeed find out it was a Sommeliers. The other 2 in the same pattern were most definitely identified by you. I sent them in and was offered $1 each. I had nothing to do with identifying these. The reason I called was to find out why the worker seemed so confused & telling me my goblet was a full inch shorter than it actually was. I NEVER identified it myself or over the phone. The initial offers should be honored. This is not the ethical way to handle your mistakes. 
  
  
  
  
  
  

• Initial Complaint

  Date:07/10/2023

  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 requested a quote from them for a set of dishes. I told them that they were the Heritage. Pattern and they sent me a quote. I filled out the paperwork and sent it back and paid $50. Wrapped everything up very nicely. (I have not ever had complaints about broken dishes.) They tell me that out of the $144 that I was quoted. I would only get a $4 payment. They said that the pattern was misquoted and that the. Pieces that were broken in transit as well as some quality issues. These dishes were flawless and I just don't buy it. I think the company is a scam and will never do business with them again.
  
  I wish i had read these other complaints before I even dealt with them. Goodwill gets aany further dishes

  

  Business Response

  Date: 07/12/2023

  Dear Ms. *****,
  
  We have received your BBB comment and have fully
  investigated the situation.  In your e-mail correspondence to us, you
  requested an Offer to Purchase for Princess House Heritage Blossom.  In
  error, we had two agents send you offers for Princess House Heritage. 
  Certainly, there is a discrepancy in the current purchasing prices for these
  two patterns.  We do acknowledge this mistake on our behalf, and our
  Customer Service team will be reaching out to you to rectify our error. 
  We take pride in connecting people and creating memorable experiences, and we
  make every effort to make those experiences delightful.  We apologize that
  our miscommunication did not allow for a pleasant selling story for you. 
  We will use this feedback to continue to improve our training, as we strive for
  a seamless, stellar transaction for our customers.  Thank you for the
  opportunity to serve you and to grow even better by doing so.
  
  Sincerely,

  
  Jamie H. L*****
  Supervisor,
  Customer Care 

• Initial Complaint

  Date:06/06/2023

  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 packed up and sent via UPS a china tea set to be purchased by the company for resale. I filled out the proper forms. The cost of shipping was just under $200. ($175 and some cents). The boxes were returned to me. When I spoke with customer service they said they don't accept UPS, only Fed-ex and the post office. The amount I was offered for the tea set was roughly the same as the shipping cost. So I wasn't making any money, but hopefully getting the item to someone who would want it. Now I am out the cost of shipping. I realize that a business can run itself however they want, but shipping heavy items via Fed-ex or USPS is so prohibitively expensive that the seller is actually paying Replacements to take their items. Ridiculous. What this company cares about is not reuniting people with their long lost china patterns, it's making lots of money...contrary to the feel-good articles on national TV news programs.

  

  Business Response

  Date: 06/13/2023

  We regret very
  much this selling customer’s difficulty and disappointment. Simply put, UPS
  will not deliver merchandise that selling customers offer Replacements for
  sale; the choice is not ours. We send every selling customer an Offer to
  Purchase detailing the terms and conditions applicable to our offer and any sale.
  Among other things, we state “SHIPMENT OR DELIVERY OF ITEMS BASED ON THIS OFFER
  TO PURCHASE CONSTITUTES YOUR ACCEPTANCE TO THESE TERMS AND CONDITIONS … Any
  merchandise you ship or deliver to us is at your own risk, and there is no
  guarantee of purchase by Replacements, Ltd … NOTE: UPS DOES NOT DELIVER TO
  REPLACEMENTS, LTD. THEREFORE, ANY SHIPMENTS THAT YOU SEND TO REPLACEMENTS, LTD.
  VIA UPS WILL BE RETURNED TO YOU BY UPS AS UNDELIVERABLE.”

  Again, we are
  very sorry to hear of this situation, however UPS’ policies and actions are
  outside of our influence or control. Thank you.
  

  Customer Answer

  Date: 06/13/2023

   I am rejecting this response because:
  
  
  
  I don't accept that it is all UPS fault.  We have a small business and use them all the time.  Most likely it was either sellers not packing properly or problems on the receiving end that led to this decision, WHOEVER made it.  I have never heard of UPS refusing to serve anyone.  And as I said before, paying $400 to ship something to Replacements to receive a $200 check is asinine.  As it was, I would have only broken even. I am attaching a photo of the label on one of the boxes shipped.  It clearly shows the reason for return was "shipper requested return.' I did not.  Replacements will say of course that I did when I signed their contract. They have carefully covered themselves legally I am sure.  This entire lack of transparency is at best unethical, at worst it is a ridiculous way to run a business.  It is a wonder they manage to locate anything for their customers.  If I don't receive a refund for at least $150 of my cost for shipping, I will tell everyone I know not to do business with this disreputable company.

• Initial Complaint

  Date:02/19/2023

  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 ordered 2 mugs, 1 bowl, and 1 salad plate in the ***** **** ***** pattern from Replacements.com. When the items arrived, I could tell immediately that the mugs and bowl were counterfeit - they were bigger, cruder in form, and whiter than the original dishware that I own. Photos of the originals and knockoffs side by side clearly show the difference. When I complained to Replacements.com, they suggested that the manufacturer had changed its production of the pattern. I checked with *****, and there was no change in the way these dishes were made. Replacements.com has offered to refund my money - if I return the counterfeit items at my expense! I shouldn't be put to the trouble and expense of returning counterfeit goods. And why would they want the counterfeits back? Unless, of course, they want to sell them to someone else.

  

  Business Response

  Date: 02/21/2023

  Dear Ms. ******,

  Thank you for
  allowing us the opportunity to address this concern. We take our obligations to
  our customers and a large community of tableware enthusiasts seriously. Our
  Customer Care leadership team has now investigated this concern with the help
  of our buying services and legal teams.
  
  When Ms. ******
  made us aware of her concern, we requested that she provide photographs
  documenting the backstamps of the items, important information in understanding
  concerns of this kind. While she did provide photographs, which we appreciate,
  we are not aware of ever receiving photographs with backstamps. Regrettably,
  this caused us not to resolve the matter satisfactorily. Our team member should
  have offered to send Ms. ****** a prepaid label for return of the items; we
  agree that she should not have borne that expense. On their return, we would
  have issued her a refund for those items returned. However, we now understand
  that Ms. ****** has filed a chargeback with PayPal in the amount of the
  dispute, $33.90. We have accepted this chargeback as appropriate, and Ms.
  ******’s account should show such a credit.  
  
  We have also
  investigated the underlying product infringement concern. ***** Roses is
  manufactured by The *********** *****, with whom we have an active buying
  relationship. We have notified The *********** ***** about this situation. The
  *********** ***** has confirmed that ***** Roses has always been made in the
  same factory, and the backstamp has never changed. The *********** ***** is
  unaware of customer complaints or concerns about ***** Roses’ production. We
  received a September 2022 shipment from The *********** ***** that included
  some samples and items without backstamps; items without backstamps were to be
  either discarded or sold at a reduced price; anything labeled as a “sample” was
  to be discarded. We understood that had occurred appropriately. If Ms. ******
  is still willing to return the items, we will gladly send a prepaid label so
  that we can best determine for our own purposes what caused the problem. Please
  let us know if that is acceptable to her.
  
  We are
  disappointed to have left Ms. ****** dissatisfied, concerned, and frustrated.
  We have already clarified with the appropriate team members our expectations
  concerning avoiding these concerns when possible, and addressing them appropriately
  when presented with a concern of this kind. Thank you.

   

  Sincerely,

  Jamie
  H. ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. 2925
  Fax:  336-697-3100
  jamie.******@replacements.com
  ********************

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  I do not wish to send back the items, because I no longer have the box and packing material.  I will be happy to send the business a video of me destroying the dishes in question.

• Initial Complaint

  Date:01/03/2023

  Type:Delivery 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.

  Order # 19336517
  Order Date 12/28/2022
  
  I bought a few plates based on their description on the website. When I received them, they turned out to be NOT microwave-safe as said on the bottom of the plates. According to their draconian return policy, even though it is clearly their mistake omitting to state this basic fact in the product description, I was required to pay for shipping it back to them. The product arrived in a box 3-4 times the size of the product. While I appreciated the thorough packing, returning a box of that size costs at least as much as what I paid for the product. Customer Service was condescending trying to shift the blame on me. It also didn't matter that I was a repeat customer.

  

  Business Response

  Date: 01/04/2023

  Dear Ms. ******,

  We are sorry you were disappointed with your order.  We did some research on our end. In neither of these patterns, Hollister-Platinum by Gibson or Formal Deco by Spode, do we mention microwave-safe on our website or any published material, so we are uncertain what website description you referenced.  Please let us know.  We checked existing stock for both of these patterns.  Hollister-Platinum has nothing on the bottom, plus it is platinum-trimmed, so this is definitely not microwave-safe.  Formal Deco states it is microwave-safe on the backstamp, so we would market this as such, although we do not have it catalogued this way, as of yet, meaning it would not state this on our website.  It sounds as if Formal Deco is the pattern of concern, since you state it is not microwavable, as the backstamp claims.  Please remember that we do not manufacture patterns here at Replacements, so any discrepancy in backstamp information is something we would have to inquire with Spode.  We also have not seen a trend with our customers of Formal Deco that have issue with microwave usage.  That said, we do stand by the product we sell and offer a 30-day money-back guarantee.  We will be glad to refund your money upon the return of the product.

  
  Again, we are sorry the order did not meet your expectations.

  Sincerely,

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  ************* **** ****
  Fax:  336-697-3100
  *****************************
  www.replacements.com

  

  Business Response

  Date: 01/12/2023

  Dear Ms. ******,

  We do not have all of our merchandise catalogued as microwave/freezer/dishwasher safe, as of yet.  It is an ongoing project for us, with millions of pieces and thousands of patterns in inventory.  We have heard that this is an important feature for our customers, so we are working towards it, but it is going to take some time.  We encourage customers for whom it matters to call us and inquire prior to purchasing, so that we may check stock in our warehouse, if we are uncertain of the status of a pattern.  In general, one should assume any pattern with gold or platinum trim is not microwaveable, as those are metals.

   

  Again, we are sorry you feel we omitted information that was important to you and that you were disappointed with your order.  We are always available to answer any question for you prior to purchase at the number provided as follows, 9 AM-6 PM, EST, Monday-Friday or anytime via e-mail (please allow 24 hours for a response) at www.replacements.com.  

   

  Sincerely,

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  ************* **** ****
  Fax:  336-697-3100
  *****************************
  www.replacements.com

  Customer Answer

  Date: 01/13/2023

   I am rejecting this response because:
  
  
  
  
  Look at the website's description of the item carefully (screen shot was attached with my previous response) : the word platinum is not in the context of trim. It appears in the item's name and can be easily construed by a reasonable person as the name of line or model.

   

  Your admission that you have not provided adequate description to your inventory on important features is a clear indication of how your customers can be reasonably misled, as I was. If you cared for your customers, as you pretend to be, you'd settle the misunderstanding in my case by refunding the purchase price without requiring me to pay for return shipment instead of offering lame excuses.

• Initial Complaint

  Date:12/29/2022

  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.

  I had a teapot in perfect condition that I had not displayed in years. Last year I sent them a request for an offer to buy. I decided it wasn’t worth the trouble for what they were offering and passed. I received an email from them this year saying they were interested. I decided that since I would never display it, I would go ahead and sell it to them so it would go to someone who would display it. At the time their website said they had none in stock . I received an email that what I sent them was not what they offered to buy and they would give me $20.00 for it. I paid $12.00 to mail it to them. Lo and behold, they now have one in stock and are selling it discounted for $149.00. I was warned by friends that they would claim anything you sent them was damaged. My teapot was not damaged so they are claiming it wasn’t what they agreed to buy. I am very happy for people who have been able to buy missing pieces from a set, but they need to know that they got that missing piece from deceptive practices.

  

  Business Response

  Date: 01/04/2023

  We regret that
  ******* ****** (“Customer”)” is disappointed with a recent selling experience
  with Replacements.  The complaint arises out of a misidentification of the
  item that Customer attempted to sell to us.
  
  In response to a
  request from Customer submitted on our website on November 28, 2022,
  Replacements emailed an Offer to Purchase (“Offer”) a Teapot in Sleighride by
  Lenox (Piece Code: “TP”, pictured below).  The Offer was to purchase the
  item for $54.00. 
  
  
  
  
  When Replacements
  received the item from Customer, an inspection revealed that Customer actually
  sent a House Teapot in Sleighride by Lenox (Piece Code: “TPHO”, pictured
  below).  The item was not damaged.
  
  
  
  Although Customer
  had misidentified the item, nullifying the Offer according to its terms,
  Replacements offered to purchase the item for $20.00.  The reason for the
  offered purchase price discrepancy is due to differences in demand for the TP
  item and the TPHO item. 
  
  Again, we are
  sorry for Customer’s frustration and would be happy to return the TPHO item to
  Customer at our expense.

   

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. ****
  Fax:  336-697-3100
  *****************************
  www.replacements.com

  
  

• Initial Complaint

  Date:11/09/2022

  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 sold a set of cups to replacements ltd. They claim the cups were broken in transit. I paid for insurance and asked for photos to file a claim.
  
  This has been ongoing for 2 months and I am at a loss of $245.
  
  They will not provide photos making it impossible for me to collect on a claim.

  

  Business Response

  Date: 11/10/2022

  Hello,

  We do take pictures of claimed pieces and provide those to
  sellers.  Additionally, we hold the box, packing materials, and pieces for
  60 days to allow the carrier to view or pick up.  With identifying seller
  information or receipt number, we can review our records to see if pictures were
  sent.

  Please contact our Purchasing department at the number that follows for assistance.

  Thank You.
  

  Sincerely,

   

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. 2925
  Fax:  336-697-3100
  jamie.******@replacements.com
  www.replacements.com

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because:  

  They have the photos and were supposed to send them to me.  They claim to have given the package to the USPS but that was 6 weeks ago.

   

  Since they withheld that information for 6 weeks, the USPS said the package was thrown out.  If they had communicated it from the get go, we wouldn't be in this situation.
  
  

  
  
  
  
  
  
  

  

  Business Response

  Date: 11/22/2022

  Ms. *****,

  
  Our goal is to
  exceed our buying and selling customers’ expectations, and we regret Ms.
  *****’s dissatisfaction and frustration. We have made numerous efforts to help
  Ms. ***** and to explain to her our obligations. Please also see correspondence
  between Ms. ***** and Replacements, Ltd. President Scott *******, which is
  uploaded.
  
  Ms. *****
  requested and received an Offer to Purchase tableware she inquired about
  selling to us. Ms. ***** shipped her items to Replacements, Ltd. using USPS.
  Regrettably, her items were damaged in transit.
  
  On 9/22/22, we
  emailed her that her inspection was complete, with information about the damage
  provided. We understand that she notified USPS that same day. On 10/3/22, USPS
  picked up from Replacements, Ltd. Ms. *****’s damaged shipment. As of that
  date, we no longer had custody of or control over the damaged items or the
  shipment. Our records indicate that on 10/25/22, Ms. ***** emailed asking for
  images, which we emailed to her that same day. On 11/9/22, Ms. ***** contacted
  our Laura B. requesting more claims pictures; this was impossible owing to
  USPS’ pickup on 10/3/22. That same day, our Cindy W. emailed Ms. ***** USPS
  contact information. Since then, we have been working to respond to her various
  complaints.
  
  When Ms. *****
  shipped items to us in response to our Offer to Purchase, she agreed to be
  bound by our Offer’s Terms and Conditions. Among other things, she agreed that
  “any merchandise you ship or deliver to us is at your own risk, and there is no
  guarantee of purchase,” that “Replacements, Ltd. is not liable for transit
  damage and will not return ship any item damaged in transit,” that “if your
  merchandise arrives at Replacements, Ltd. after being damaged in transit, we
  will notify you and hold the merchandise for 60 days, during which time you may
  file a claim with the carrier and/or you may send a carrier to pick up the
  merchandise and return it to you at your expense,” that “offered prices are for
  ‘mint’ condition pieces (items with no … damages…),” and that we do “not file
  claims with carriers or provide photos of transit damage,” although we did
  provide her photos as a courtesy. Further, she agreed that “ANY CLAIM FILED …
  WITH A THIRD PARTY CARRIER IS A CLAIM BETWEEN YOU AND THE CARRIER.”
  
  We understood
  that USPS provided Ms. ***** only $100 in basic coverage, as additional
  insurance was not purchased on the shipment sent to Replacements, Ltd. We
  understood that USPS has paid Ms. ***** the maximum for her loss, per the terms
  of USPS’ policy. She disputes this, we understand. Regardless, Replacements is not a party to any insurance policy
  covering Ms. ***** and is not liable for USPS’ claims determination process or
  its disposal of transit damaged property as part of that process.
  
  We
  have fulfilled our obligations to Ms. ***** and made best efforts to assist
  her. We will not pay for third party transit damage. Thank you.

  
  Scott *******

  President