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:05/27/2025

  Type:Customer Service 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 canceled an order with this company and they have not taken my information out of the system and my wife and I are getting emails from Affirm and we want them to stop. We have already filed a complaint about Affirm with the BBB. All we want is our information removed from both sides

  Business Response

  Date: 06/16/2025

  Attached:

• Initial Complaint

  Date:06/26/2024

  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.

  Id requested a refund almost a month ago (May 29, 2024) and o havent received my refund yet. Id sent emails to the point of contact and have yet to receive a response regarding my refund. I keep getting the run around and all I want is my refund so I can get my mother and grandmothers headstone somewhere else.

  Business Response

  Date: 08/01/2024

   Customer requested to cancel and refund forms were emailed the same day. We received the signed forms back & confirmed that via email with the customer. 
  Company policy is to refund the customer via the payment method used when the purchase was made. The refund could not be processed back to the card due to time limitations as the cancellation was requested over a year after the payment was made.  We issued a check and it was mailed to the address provided on the refund form as requested. Check was issued a little over 2 weeks of us receiving signed cancellation request. 

• Initial Complaint

  Date:02/22/2024

  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.

  order ********* oct-25-23 money in/ money out all about policy .

  Customer Answer

  Date: 02/22/2024

  i made a order oct ***** ,ipaid this .order was done by me for a friend who is native .after order she found out Ho-CHunk Nation would pay for markeraswas tribe member.this is done by a w-9 and business  not paid to another tribe member direct. i had legacy forward this info around  oct 30 ,23 . called legacy and asked they pay me a check after they cashed HO chunk check . ho chunk mailed and go check back because w9 had street address not a p o box  which legacy uses not street address. i called ho chunk,checking on check . was told came back to them .called legacy got po  box number ,gave to ho chunk  and legacy told me note was in file to pay me back not to return .  ok called legacy ckecking on check they told me they sent back to ho chunk ,as bill was paid and they can not cash ho chunk check and pay me back . so im just out my money $599.00 for helping a friend ,this not good business. 

  Business Response

  Date: 03/28/2024

  See Attachment:

• Initial Complaint

  Date:10/16/2023

  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 purchased two vases in the amount of ****** each subtotal of ******. I was told after returning it I would be issued a refund. This was returned in July 2023 and have not received a response on my refund. I have emailed the company numerous times with no response on my refund. The vases were picked up at the *****

  Business Response

  Date: 10/17/2023

  Our records show only 1 inground vase was purchased in the amount of $199. The purchase price for the special size stone was $2599, the total amount paid on the order is $2798. The customer reached out in February 2023 saying that the vase purchased was not what she expected. We offered to exchange it or refund it however it needed to be returned before we could proceed with a replacement or full refund. Our return policy online states that non-customized products need to be returned within 10 days of being received. The vase was not returned.  June 12, 2023 a refund was requested for the vase, even with the time that had passed we explained we needed the vase back before we could issue a refund. The vase was finally returned, however the refund could not be processed back to the original purchase method as requested; too much time had passed between the original payment and when the vase was received back. Original payment was made on June 21, 2022,  vase was received back July 2023. We will issue the $199 refund however an alternative refund method needs to be approved. 

• Initial Complaint

  Date:05/31/2023

  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.

  On 02/06/2023 I Esther Crawford received a call from Austin Memorial cemetery informing me that my Headstone submission had been approved and I could now order my Headstone. On Monday February 6,2023 I completed order#100055627 which I also attached, on May 10,2023 I reached out to Legacy in regards to status on the headstone I was then informed at that time they were waiting on the approval from Cemetery? Which does not exist I contacted the Cemetery in regards to that statement which I have in email and was informed by the Cemetery they would have no need to contact Legacy headstone. I then reached back out to Mr. John only to be informed that the monument I ordered didn't exist a couple of hours later I receive a email stating shipped which I also attached we received the headstone on 05/15/2023 not exactly sure of time but I was there when it came As cemetery protocol I was informed that they check for damage broken pieces and they would submit paperwork for a work-order to place headstone. Once they got to that point they contacted me in regards to the headstone not matching the original approval and wanted to confirmed that I was aware of this which change I was not. On the order form instruction with Legacy headstone it pacify states: Make sure wording, image, etc... it exactly as you want it because once it's sent through production there is no rectifying period, as you see they rectified changed the image without consent also originally there is a gentleman walking up the stairs on my they changed it to a woman without consent I'm asking that Mr. John and Legacy replace my headstone with the correct place.

• Initial Complaint

  Date:01/05/2023

  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.

  On August 9, 2022 I placed an order (order # *********) (*********) for my fathers headstone. When I thought it should be ready, I asked to see the final product and I was told that it will be a (somewhere about) $200.00 to review the final product. I did not pay for the preview, and I wish I did because they use the wrong photo as well as the size of the headstone. On August 30th, my siblings and I used a few other pictures we wanted to see what it would look like on the sample from their website. We decided on the picture and placed the order with a new image well after August 9th picture. And I called legacy to verify the size prior to purchase and was told that the size I was ordering was the standard size but when we received the headstone the size was not standard size, it was the small size. So I called and asked for the company to fix the incorrect picture and I was told (by email) to remake the top of the monument would cost me $750. I emailed and called Legacy Headstones several more times and restated that this error was not our fault, and we should not have to pay for it. Now they refuse to reply back to me. This has been a very bad experience and is unacceptable. I would like a refund, or the headstone redone And on their website they have their BBB rating as an A+ but on the BBB website its an A-

  Business Response

  Date: 01/09/2023

  We received order#********* on Sept. 10th 2022. It was for a small monument headstone and the design number that was ordered is *********. That information was sent in an invoice to the purchaser via email as soon as the order was placed.  Customers design the stones with the names, dates, saying and images or pictures that they want on the stone through our website. When a design is added to the cart it gives a design number for that design. If changes are made to that design it gives you a new design number when saved  It does that each time a design is added to the cart to save it. The design number can be inputed into a white box on our homepage at any time and it will bring up that saved design.  That is how we get the information to engrave on the stone.  The photo on the design# ********* template that was ordered is the photo that was engraved into the stone. 
  Our online design template shows a basic mockup of how the stones will look once it is engraved. Depending on the amount of text added to the preset boxes the online designer can show the dates larger than the name or smaller than the epitaph. We do minor tweaks to the design template to make sure everything is centered and balanced, that the name is the largest text on the stone and size the photo so it is proportionate when we engrave the stone. We do offer a proof option for $99 if customers want to see the design before it is engraved and after the designer makes those minor adjustments. It is not necessary to purchase a proof but we do have the option. That is the only review option we offer customers, we do not charge for any type of final review after the stone has been engraved. 
  We received an email from this customer about the stone design on Oct. ******** stating the picture was incorrect on the delivered stone. We sent a picture of the stone design that was ordered along with the design number so the customer could bring up the design and see it for themselves. The photo saved on design# ********* is what was engraved on the stone. The same photo is also the photo saved on design# ********* which was provided in this complaint.  

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  ***** & *********************

   

  Also, heres my original complaint to ******************** with dates of picture selection. 
  

  Email information provided: 10/07/22

   

  ********************,
  Respectfully, I know you are saying the design number is the same as what you received on your end and Im not disputing that. I have the same design number; however, what I am saying is before I placed my final order I changed the photo on the design in my cart. 
  
  
  My first cart sample image was placed on your website in my cart was on August 9th  (my phone records & photo) 
  
  
  
  Then on August 30th, we (my siblings and I) used a few other pictures we wanted to see what it would look like on the sample (from your website) and heres my proof that we had done that as well. 
  
  
  We decided on the picture and placed the order with a new image (proved below) well after August 9th picture. 
  
  
  Ive left two messages for a return call back to discuss this as well. 
  
  
  Thank you! 
  
  
  
  
  
  
  Then submitted this with invoice order and receipt date. 
  
  
  THE IMAGE WE SELECTED THAT WAS IN MY CART
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/04/2023

  Type:Delivery 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 placed an upright headstone order online as of 6/2022. The agreement I signed stated it may take up 24 weeks for headstone to be completed. I called in November and was told its ordered and to check next month, I called in mid December and was told that it wasnt ordered until August 2022 because they had to verify with the cemetery that the dimensions were correct despite that the receipt states ordered cannot be cancelled and stone will be ordered once this contract/ receipt was signed . Which was signed in June and emailed the same day. Im concerned about the delay and would like this expedited as I have waited more than 6 months and keep getting different answers regarding the order

  Business Response

  Date: 01/05/2023

  The special order stones are sizes that we do not stock. They are ordered from an overseas quarry and generally take about 6 months to arrive in *****************. Some stones arrive sooner than 6 months while some take longer. Unfortunately we do not know at the time of order exactly how long each stone will take to arrive. This is why the special order document states it could take ********************************************************************* take a little longer. We do not have any control over the time it takes for the memorial to be created or the time it takes to ship. Special orders cannot be rushed or expedited in any way. The stone has arrived in ***************** and is currently on its way to our facility. The memorial should be completed and shipped out within a week after we receive it. That puts the completion of the memorial at 29 weeks from the time we received the signed document. We try to have all special orders completed and shipped within a week of them arriving to us as our customers have already waited an extended time for a specific size or type memorial. 

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  ---

   

   

• Initial Complaint

  Date:11/18/2022

  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 number: ********* Date Ordered: Thursday, September 29, 2022 I called legacy to verify the size prior to purchase and was told that the size I was ordering would be fine. On 10/ 31 /22 I inquired about my order status and I was told that Legacy was awaiting approval for ********* memorial cemetery. I called and spoke with **** with ********* memorial cemetery who informed me that she had not received anything yet and advised me to call Legacy while she is on the phone. I called legacy and spoke with **** who verbally confirmed the order with **** but did not mention headstone size.On 11/10/22, **** infomed me that the incorrect size headstone was delivered and she would have to refused the order. I immediately called and spoke with ****, she told me that she seen in the notes that she confirmed the order / size with ********* memorial cemetery herself. She stated someone would call me back by end of business, no one ever called.On 11/11 /22, **** called me to say that I would have to pay half of the order price, which is over $500 to rectify the situation as that is company policy . She suggested I try to get the cemetery to pay the cost. I insisted to speak to someone else as this can not be legal. No one ever called. On 11/15/22, I called for a status update and **** stated that Legacy would be correcting the error, they had just recieved order confirmation from the cemetery and the headstone would be sent in the next 1-2 days.Today 11/18 stated that the headstone should be sent next week. This has been a horrible experience and is truly unacceptable.The original cost of the headstone for 36" x 12 x 4 was ***** which I paid The cost of the correct one sized 24".x 12x 4 is *****. I would like a refund for the difference of $200. I can be reached at any time. ************. *************************

  Business Response

  Date: 11/21/2022

  The customer called for a status update and was told we were waiting to hear back from the cemetery on if the size was approved or not.  We did complete and ship out a 36"x12"x4" black grass marker as ordered after she 3-way called the cemetery while we were on the phone with her. The cemetery got on the line and stated the install fees had been paid and the stone could ship. A sketch and specs of the stone had been faxed to the cemetery for approval on 10/10/22 and we were awaiting a response. Our CS rep did assume that the size stone the cemetery was speaking about was the same as what we had sent over for approval. It was not mentioned by the customer or cemetery that a different size was needed or what size they based the install fee on. The order was marked as ok to ship, it was engraved and shipped within a week.  
  Our terms and conditions, that were agreed to before placing the order does state that you have been in contact with the cemetery to insure the size stone being purchased meets their requirements. It also states our stones take ***** weeks to be completed. The original stone was shipped to CA within 6 weeks after the order was placed. The replacement stone which we engraved and are shipping for free in just over 7 weeks from original purchase date. We are doing what we can to make ****************** happy however a $200 refund was not mentioned before this complaint. 

• Initial Complaint

  Date:10/12/2022

  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 a headstone that was on sale for $199, a few days later they told me that the grave site doesnt allow that size so I said I wanted a refund they sent me a letter stating that I will receive less than 10% of my original price for the refund and I sign and I got a email stating that the refund would be process that was sept 8 and its now oct ******************************************************************** back I just want my money back