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Business Profile

Religious Goods

Shop the word

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Religious Goods.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/21/2024

    Type:Product Issues
    Status:
    Resolved
    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 made a purchase from the Canadian branch of Shop The Word (www.**************) on September 1, 2024 (order #********). The purchase was for 5 books and 1 set of markers for a total of $243.53 CAD (after tax). The items arrived at my home on September 13, 2024. The following day, when I unpacked the items, I noticed significant damage to one of the books (specifically, a "NKJV Hebrew-Greek Key Word Study-Black Genuine Leather", which cost $117.49 CAD before tax). The most significant damage was on pages 851/852 where it was crinkled and folded up on itself along with a tear at the bottom. There was similar damage (but more minor) on pages 845-850.

    I went to the website (www.**************) to request a return for the item that arrived damaged. I took photos and uploaded them to the website on September 14, 2024. I received an automated response indicating "Please give us up to 24 hours to respond back with an RMA for you to send your package back to us."

    By September 17, 2024, I still did not receive a response, so I reached out to the company again. But I did not hear back. Then, on September 20, 2024, I tried to log into the website, and discovered that my account was deleted/deactivated by the company. I sent a follow-up email on September 20, 2024 to the company with no further response.

    There is no phone number or address provided by the company. They are no responding to my emails or request to return a damaged item. It does not seem that they are willing to address me, and they have even deleted my account with them. I have previously purchased from this company before without any problems. But the current purchase was very unsatisfactory.

    Business Response

    Date: 09/24/2024

    Customer submitted order, it was processed, shipped and delivered accurately. Item in question ISBN 9780899578682 was a shrink wrapped enclosed item from publisher. Our internal warehouse staff is not allowed to open or remove shrink wrap or packaging of item prior to shipping, the quality assurance of this item is visual to asses damages only. A few pages seem to be wrinkled in the middle of item, under the boxing and shrink wrapper per the customer, which is then a publisher defect. Customer was provided prepaid return label to send the item back so ShoptheWord is able to submit to the publisher as a defective item.

    Customer Answer

    Date: 09/24/2024




    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    It was only after I contacted the BBB that I received a response from the business. I had attempted three times to contact the business but was unsuccessful before (with no response from the business--not even a confirmation of receipt). After I tried contacting the business, they removed my account from their online portal (and it still has not be reinstated). I am grateful to the BBB for helping me resolve this issue because the business contacted me afterwards. 

    At the time of me writing this (September 24), I was provided the opportunity by the company to return the damaged item with the promise that I will be refunded for the damaged item upon receipt. I had the damaged item mailed to them by UPS today. I will await their confirmation afterwards, and I am hopeful that it will be completely resolved afterwards. Thank you.



    Regards,

    **** *****

Shop the word is NOT a BBB Accredited Business.

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