Reviews
This profile includes reviews for Replacements, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 43 Customer Reviews
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Review fromCaye N
Date: 04/27/2023
5 starsCaye N
Date: 04/27/2023
I am totally impressed with this company. Years ago I had purchased some china pieces to match a set left to me by my mother. The plates, bowls and extra pieces were all as expected. I recently ordered some extra dinner plates for a cheap set of stoneware I had purchased and was disappointed in the match. The disappointment was probably my fault for not inspecting the images of the product on their website completely. I was contacted by a very effective and responsive customer service representative after I had submitted a review e-mailed to me. I had not expected that, especially since what I had ordered was not a high dollar item. This rep spent a lot of time investigating and went out of his/her way to satisfy me, the customer. It is apparent to me they hold their business and customer satisfaction to very high standards. 5 stars for Replacements, Ltd.
Replacements, Ltd.
Date: 04/28/2023
Dear Ms. *******,
Thank you for your kind message! We love creating memorable experiences for our customers, time and again. We are glad that our associate exceeded your expectations. Again, thank you for such a fantastic review! We look forward to serving you in the future.
Sincerely,
Jamie H. L*****
Supervisor, Customer Care
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. **** Fax: 336-697-3100
************@replacements.com
www.replacements.comReview fromK. C.
Date: 02/19/2023
1 starK. C.
Date: 02/19/2023
Buyer beware!
In December 2022 I ordered 3 holiday plates by Royal Worcester. The plates arrived in good condition; however, one of the plates was a fake. At first glance, the plate appeared appropriate. However, we quickly saw this plate did not bear the Royal Worcester trademark on the back, was slightly smaller, and had a different finish.
Here is their request for information about the problem plate:
"We inspect each individual item that comes through our door, and guarantee that we do not sell "knock offs" as you put it, or "Fakes". If you would please attach a picture of both the front and back of the plate you are unhappy with, we would appreciate it. We need to know what a customer considers a knock off so we can perhaps grade it of lower quality if we locate a similar condition plate in the future."
To their credit, Replacements did refund the cost of that plate after I sent photos of the 3 plates. Regrettably, I cannot attach photos of the problem plate which is clearly a 'knock-off'. Also, they have failed to respond to my 2 requests on how a fake would end up in their inventory. This leaves me concerned about how well they do check their merchandise.
I'm left to wonder if there is a downturn in this store's quality control or if there is some knowing misrepresentation. In my experience a reliable business will always want to improve inventory practices. I am sad about this transaction. I have always held Replacements Ltd in high regard. Now the lack of communication leaves me to wonder.Replacements, Ltd.
Date: 02/21/2023
Thank you for elevating this important concern so that we may address it. We take our obligations to our customers and a large community of tableware enthusiasts seriously. Regrettably, our Customer Care Specialist did not respond appropriately or in a timely manner to Ms. *******’ follow up email of January 22, 2023. Our Customer Care leadership team learned of this concern on Monday, February 20, 2023, and began an investigation involving our buying services, inventory, and legal teams to review the concern.
As Ms. ******* pointed out, she ordered 3 Royal Worcester Christmas Ornament salad/accent plates. According to our curating staff, this pattern was manufactured between 1997 and 2001 by Royal Worcester. The Royal Worcester brand was later acquired by The Portmeirion Group, with whom we have an active buying relationship. However, we are unable to obtain from The Portmeirion Group information about factory or backstamp changes affecting this particular pattern at the time of its production by Royal Worcester (pre-acquisition). We have and find no information that Royal Worcester or its successors (a) determined that its legal rights in its Christmas Ornament pattern had been infringed (or was knocked off), (b) pursued legal action protecting its rights, (c) notified sellers of any infringement, (d) required product removal and destruction, or (e) took other action common in the tableware industry when infringement occurs.
To the best of our knowledge, the problematic 1 item that Ms. ******* received was a factory second; our team has concluded that we should not have classified it as first quality when we inventoried it and that we should not have shipped it as first quality when we packed it. We are disappointed to have made a series of errors and for Ms. ******* and her family to have been 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.
We had previously refunded Ms. ******* in full; there is no value in her returning the item to us. We would be glad to provide Ms. ******* a $100 Replacements, Ltd. gift card should she wish to use in the future. We would appreciate the opportunity to earn her trust again. Please let us know if that is acceptable to her. Thank you.
Sincerely,
Jamie H. L*****
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. 2925
Fax: 336-697-3100
jamie.l*****@replacements.com
www.replacements.comK. C.
Date: 02/27/2023
I am grateful for the response from Jamie H. L***, Manager, Customer Experience at Replacements. It is heartening to see this company's thorough explanation and I very much appreciate their efforts.
I will decline the gracious offer of a gift card. My goal for this interaction was for better inventory management and customer communication. I am hopeful Replacements is focusing on improvement. Thank you!Review fromM S
Date: 02/15/2023
1 starM S
Date: 02/15/2023
They are selling retired china pattern pieces that have chips and/or extensive crazing for their full price. They have sales categories of 25% off for pieces with "Minor Imperfections" and 50% off for "Major Imperfections" listed below their full price pieces, however, they claim older retired patterns are allowed to have damage because of their age and still be sold as full price undamaged items on their website. Despite me sending them photos of chipped pieces, the returns department manager insisted they do not sell pieces with chips and once they receive these items back from me, he would be listing them in their full price category again.
My concern is for the next customer. I am returning these items and getting my money back, however, the next person might not be in such a position as to return them. My concern is eventually replacements.com are going to pass off these pieces of china as being without imperfections to another customer because of their misleading advertising practices.Replacements, Ltd.
Date: 02/16/2023
Dear Mr. ***********,
We are sorry you are disappointed with your shopping experience. We do guarantee not to sell chipped our cracked items. As we discussed during a phone conversation, your Windermere by Wedgwood pattern is a discontinued, vintage pattern. Older patterns will show wear, such as crazing, worn trim, and manufacturer flaws. From the photos you shared with us, we did not see chips or cracks. Upon their return, however, we will re-inspect the items and re-grade accordingly, if that is necessary. In our Replacements Ltd. Satisfaction Guarantee at www.replacements.com, we do state the following: All Replacements, Ltd. merchandise (whether previously owned or new) is thoroughly inspected for product quality and is guaranteed to be in excellent condition for the age and availability of the item. All tableware and collectibles are guaranteed to be free of chips, cracks, and excessive wear. Tableware and collectibles pieces may reflect slight variations in backstamps, markings, colors, weight, or size, depending on manufacturers’ specifications, changes in molds, or the length of time in production. If you are not completely satisfied with the quality of any merchandise you receive, we will gladly refund your payment in full, less shipping and handling charges, for those items returned within 30 days. Because of the age and availability of Windermere, some pieces with minimal wear will be graded as excellent condition, as the product cannot be easily obtained anymore. Of course, pieces with excessive wear will be discounted accordingly. Pieces with genuine cracks or chips would not be sold in our regular inventory. We hope this explanation helps.
Again, we are sorry the order did not meet your expectations. We will gladly refund your items upon their safe return.
Sincerely,
Jamie H. Lawson
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. 2925
Fax: 336-697-3100
jamie.l*****@replacements.com
www.replacements.comM S
Date: 02/16/2023
1. Although small, there are chips in the pieces in question.
2. Nowhere on your website do you state anything about older pieces being graded differently. You only tell the customer that after the fact when they call with a complaint.
3. You've yet to answer why you have sections for Minor and Major Imperfections if you don't consider minor imperfections to be problematic for older pieces.Review fromKathy S
Date: 02/05/2023
1 starKathy S
Date: 02/05/2023
Sold me two plates that were used, chipped, with a ruined finish. Nothing on the site stated that they were used. They were absolute junk!Replacements, Ltd.
Date: 02/06/2023
Dear Ms. ********,
We are sorry you are disappointed with your order. We see you have returned your order and are receiving a refund. We always do our best to work with our customers, if they receive something that is damaged (we guarantee no chips or cracks) or not to their liking. Again, we apologize that this order didn't work out to meet your needs.
Sincerely,
Jamie H. L*****
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. **** Fax: 336-697-3100
jamie.l*****@replacements.com
www.replacements.comReview fromWes M.
Date: 02/01/2023
1 starWes M.
Date: 02/01/2023
I found out about Replacements, ltd when I got a ding on my credit card for over $500, for merchandise that I never ordered. I had never even heard of them before.
Today, a box showed up at my house with a watch in it. An expensive watch.
I don’t wear watches. Never have.
I do report credit card fraud however. Have I fallen victim to a fancy brushing scam?
They have my name, address and credit card information, and all I have is a ladies watch I can’t wear and a bad taste in my mouth. This is really a zero star review in case that hasn’t become clear.Replacements, Ltd.
Date: 02/02/2023
We appreciate your report to the BBB. We understand that both Mr. ****** and we are the victim of fraud. Unfortunately, it appears that an order including his contact and banking information was placed on replacements.com on January 27, 2023. His card’s issuing bank confirmed that the order was to be shipped to the card’s billing address, and so the order was shipped. We are happy to refund in full the account used on this order if Mr. ****** can assist us with a return of the merchandise at our expense. Please email us Mr. ******’ best telephone number and email address so that a member of our Customer Care team can arrange sending him a prepaid label for the return. Thank you.Wes M.
Date: 02/05/2023
There are a few questions I have that pertain to these events.
First off, who steals credit card info and then proceeds let the merchant send it to the address associated with the card? Why not have the merchandise sent to the chosen location of the party with the stolen card information? The only party that directly benefits from this action is the merchant.
Second, If the merchant has to confirm with the issuing bank the shipping address of the recipient of the merchandise, should they not be contacting the card account owner directly for the shipping information? I do not remember a time, when purchasing something online, where I was not required to provide a shipping address, as well as an e-mail address and phone number. I should have already been contacted by the seller to provide a shipping address before the order went through, should I not? That is, if I had dealt with the seller directly, they would already have the information they are now requesting. This seems to me a red flag that the seller should either be cognizant the source of the transaction may be illegitimate, or the seller is engaged in a fraudulent activity. At best, the seller is practicing a sloppy form of retail that puts their profits over their customer's best interests.
Thirdly, the possibility exists that this watch is a fake, though I have no definitive proof at this time. If that's the case then perhaps it makes sense to make a sale that gets shipped out for the cost of a knock-off item while generating a return based on the real item's stated value? If I return the watch the seller could claim I've substituted a fake and keep my money claiming fraud on my part.
Lastly, its also the possibility that this transaction was just a test run since one day later when the card number in question had already been canceled, there was, according to the representative I spoke with at the card issuer, a second attempt by the same merchant (who by the way doesn't collect contact information from their customers) to initiate a transaction in the amount of $1224.07, more than double the original amount from 1/27/2023.
I cannot help but feel something here is a bit out of place. There are certainly many reviews of this business online that make one question what is truly going on here. Currently I am trying to resolve this with my card issuer, as I do not completely believe the merchant to be blameless. One thing I do know is that even though I have never legitimately ordered anything from this business...I would never, in a million years, order anything from this business.Replacements, Ltd.
Date: 03/14/2023
We did not learn from the BBB of Mr. ******’ 02/05/23 response to our 02/02/23 answer and have not heard from him related to our offer of a full refund upon return of a watch he did not order. On learning of his further concern, we state again that we understand that both Replacements, Ltd. and Mr. ****** are the victims of fraud. To the best of our knowledge, a fraudster using Mr. ******’ cardholder information placed an online order from a Buffalo, New York IP address, supplying Mr. ******’ name, home address, and credit card information. As the order was to be shipped to the cardholder at the cardholder address, the fraudster was able to avoid anti-fraud detection and gain card authorization from the card’s issuing bank. After we quickly tendered the order to FedEx for shipment, the fraudster called our customer care center to reroute the package to a different address, a common ruse. Our attempt to stop the shipment was unsuccessful, and so the fraudster did not benefit from actual delivery to Mr. ******. Replacements gains nothing from this situation; we are damaged by it. Replacements, Ltd. is a BBB Accredited Business with an A+ rating. We will gladly refund Mr. ****** in full upon his return, at our expense, of the watch he did not order. If Mr. ****** is dissatisfied with our handling of that matter, naturally he has the ability to communicate further with the BBB, who can act on his behalf. We stand ready to resolve this. Thank you.Review fromChristopher F.
Date: 12/14/2022
5 starsChristopher F.
Date: 12/14/2022
I cant say enough about how happy I am with the product and service. I have ordered in years past and never any issues. I just placed three seperate orders last week and all three are already delivered and wrapped so well, there were zero issues. I cant tell you how many times I have received fragile items from Amazon with little or no wrapping protection! Thanks Rep. LTD for staying constently Excellent! Happy Holidays!Replacements, Ltd.
Date: 12/16/2022
Dear Mr. *****,
We are ecstatic you are delighted with our tableware, packaging, and service! We work diligently to help every customer feel just like you, so it makes our day when we succeed! Thank you for sharing your memorable experience with BBB and with us. We look forward to gracing your table in 2023. From all of us here at Replacements, Ltd., Happy Holidays to you, as well!
Sincerely,
Jamie H. L*****
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. 2925
Fax: 336-697-3100
jamie.l*****@replacements.com
www.replacements.comReview fromDeborah G
Date: 12/12/2022
5 starsDeborah G
Date: 12/12/2022
I have always been delighted with my purchases from Replacements.com. The items are always as good or even better than the photographs on their website and their customer service is extraordinary! The most recent piece I purchased, the company shipped to me using FedEx. The list of things FedEx did wrong is too long to list here and I will add my highly negative review of that company to the growing list of nationwide complaints. However, when it became clear that FedEx was disinterested in actually putting my package in my hands in a timely fashion, I contacted Replacements customer service and they took the extraordinary step of contacting FedEx on their own and applying the pressure they were able to from their side. I want to specifically call out Pam L. and Jamie for their diligent caretaking service. They provided hope and support when it began to look like I might never see the irreplaceable item I ordered. With their assistance, I'm happy to be able to say the piece is now in my hands. Replacements.com has earned my loyalty and trust.Replacements, Ltd.
Date: 12/13/2022
Dear Ms. *******,
Thank you for your kind words! We are so glad you received your pieces and are pleased with the service provided by our team members! We are sorry for the original confusion around your order. We truly appreciate you taking the time to share your experience with BBB. From all of us here at Replacements, we wish you and yours the happiest of holidays!
Sincerely,
Jamie H. L*****
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. 2925
Fax: 336-697-3100
jamie.l*****@replacements.com
www.replacements.comReview fromAllison C
Date: 11/30/2022
5 starsAllison C
Date: 11/30/2022
I have never had a bad experience with Replacements, Inc. They have helped me complete my crystal pattern and am working on the last few pieces of my china pattern. Every piece I have purchased has arrived in perfect condition. Even the stickers they use come off without scrapping or scrubbing. I have used the restoration services on multiple occasions, and they have always met and often exceeded my expectations. I have sold some pieces and understand how the process and marketplace work. In return I avoid the hassle of attempting to find a buyer on my own and get anything at all for the items (because people always seem to inflate the worth of an item). I have always had great experience any time I have called customer service.Replacements, Ltd.
Date: 12/01/2022
Dear Ms.*******,
Thank you so much for your kind words! We truly appreciate you taking the time to share your thoughts with BBB visitors, as well as with us. We are so glad you enjoy our products and services. We work hard to amaze and delight every customer every time! Thank you for being a loyal purveyor of fine china!
Sincerely,
Jamie H. L*****
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. 2925
Fax: 336-697-3100
************@replacements.com
www.replacements.comReview fromSusan S
Date: 10/26/2022
3 starsSusan S
Date: 10/26/2022
Mixed opinion...although responses from their customer services has been good, everything seems ok except in small print on the reverse of the offer sheet it says use us mail or FedEx. It doesn't specifically state don't use UPS, THEY DONT DELIVER IN THAT AREA.
So I've sent my dishes back and forth at my expense....not worth it.Replacements, Ltd.
Date: 11/01/2022
Dear Ms. ********,
Thank you for taking time to share your thoughts. We understand how frustrating it can be if your UPS package is returned to you, so we make every effort to make it clear on our Offers to Purchase to help avoid these situations. We apologize for any inconvenience.
Sincerely,
Jamie H. L*****
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. 2925
Fax: 336-697-3100
jamie.l*****@replacements.com
www.replacements.comReview fromCarol L
Date: 10/22/2022
5 starsCarol L
Date: 10/22/2022
Wow! After reading the "reviews" below I am almost afraid to write to you! My experiences have been totally different from the ones below. I have been ordering the occasional piece of china since the 1990's. I think that's about 19-20 orders, and I have never had a problem. In fact, I have always been blown away by the care with which each item was packaged, and what great condition it was in when it arrived. This morning I received an order, a plate for a gift to a friend, and am so impressed with how well it was packaged. AND it arrived two days earlier than promised. Now, I don't think you can blame Replacements for delays in shipping when the entire shipping industry is in turmoil after the pandemic lockdowns, etc. The service I have received from Replacements Ltd. over the years has been exemplary, and I have always found the company easy to deal with. I love the way they pack their dishes. I have never had a breakage or a complaint.Replacements, Ltd.
Date: 10/24/2022
Dear Ms. ****,
Thank you for your kind review of Replacements, Ltd's service and products! We are elated that we have been able to delight you with our tableware offerings and packaging methods over the decades. We work very hard to amaze each customer with every transaction. We are so pleased to have you as a valued customer, and we look forward to gracing your table for many years to come!
Sincerely,
Jamie H. L*****
Manager, Customer Experience
REPLACEMENTS, LTD.
PO Box 26029
Greensboro, NC 27420-6029
336-697-3000, ext. 2925
Fax: 336-697-3100
jamie.l*****@replacements.com
www.replacements.com
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