Complaints

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:10/04/2022

  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.

  Made an order for pots and when they were received two were cracked. Was initially told that I should told to make a claim with ***** and new replacement pots would be sent out. The claim was processed and now they are ignoring my e-mail and phone messages. A full refund is in order. 

  Business Response

  Date: 10/20/2022

  To Whom it may Concern: In response to this consumers complaint, Please see the following facts as detailed by our office. Consumer Placed an order for 4 pots and 3 bags of Bonsai soil on 7-18-2022, which we processed and shipped immediately. Consumer then advised us of 1 pot that he claimed was broken. we advised him to send us photos and file a claim with ***** for this one $16.99 pot and we would follow through and make sure his claim was processed. Consumer then proceeded to file a claim with ***** * for HIS TOTAL ORDER of $165.95 NOT JUST for the 1 Pot he initially claimed was damaged. At this point we declined to assist in his ***** claim as this was a FRAUDULENT CLAIM and we do participate in FRAUDULENT claims or activities period. Consumer then proceeded to send more photos of other pots he now claimed were ALSO DAMAGED. We responded by pointing out this was NOT his initial CLAIM & these pots are imperfect, inexpensive & mass-produced products NOT one of a kind HIGH END pottery and will have "minute" inconsistencies and tiny flaws as stated clearly on our description of Chinese pottery on our website. Consumer proceeded to call our office  and was advised that once ***** denied his claim because he over exaggerated his loss we could not proceed with a ***** claim.We then proceeded to offer him a one time courtesy discount on his next pottery order as to compensate for his $16.99 loss, as we agreed this one pot while still viable had a more visible flaw... see email below. "Mr. ******We have reviewed your pictures and your clam. The pictures depict what is common on most chinese imported pottery. This is inexpensive Chinese made pottery inconsistencies, glaze imperfections and TINY hairline imperfections are just common. These are NOT Japanese pots sold for hundreds of dollars that are PERFECT. In consideration we have approved the following discount code just for you. As a one time courtesy we will give you a 15 percent off discount code that can be used one time for pottery only. CODE IS "******"  Do not apply Quotes when using code. Code will expire October 15th 2022 We hope this addresses your concerns, as it is the best we can do, as no ***** claim is warranted. Thank You This offer apparently wasn't sufficient as the consumer then proceeded to file a BBB complaint and give us a 1 Star google review. We regret we could NOT accommodate to his satisfaction a sufficient resolve as he was a repeat customer, but we STRONGLY feel given all the circumstances we went above and beyond to help properly compensate his original claim of one broken pot FOR $16.99. Thank You 

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
   
  Regards, 
  
  *** ******I am disappointed by the response as when I initially contacted the company they advised that they normally check for cracks before sending but would be happy to send replacements with the next order at no charge if I file a ***** claim. The claim amount was for the two broken pots and I have e-mail proof to back up this claim. 15% off an order is offensive as I would much rather just have my money back. I regret ever ordering from this scam of a business and hope you warn other consumers about their unethical practices.