Complaints

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

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  United Monograms

  2284 Clements Ferry Rd Unit E Charleston, SC 29492-8539

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  United Monograms

  4275 Arco Ln N Charleston, SC 29418-5985

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:10/10/2023

  Type:Customer Service 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 sweatshirts on September 3, 2023. They were supposed to be made in 8-15 business days. They were finally delivered on September 30. After waiting so long, one of the sweatshirts were made incorrectly, despite the order details in the confirmation email and order tag on the sweatshirt stating the correct order. I immediately tried to contact them via email and phone. No one replied and I kept trying to get ahold of them that week. I then tried to contact them via Instagram. No one replied until the following Thursday on Instagram messages. They said they could remake the order or send the parts missing for me to remake myself. Considering how long I’d already been waiting, I opted for the missing parts. I replied immediately. I continued to wait without reply. They emailed me with the same message and continue to not respond or give me what I paid for, this making the sweatshirt just sitting there. I have waited well over a month for my item. They continue to advertise on social media but are too busy to return emails, phone calls, or messages. This is very poor business. I feel as though they took my money and will not give me what I paid for.

  Customer Answer

  Date: 10/10/2023

  After submitting my information yesterday, I emailed the company again to let them know I had contacted the BBB due to not getting them to respond for so long. Within the hour they replied back that they shipped the rest of my items and refunded 20% of my order. 

• Initial Complaint

  Date:09/14/2022

  Type:Billing 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 placed an order on the website for a purse on 9/4/2022. The purchase amount was $41.97. I contacted the company 9/10/2022 and asked if the order could be canceled since it had not been made nor shipped yet. I didn't realize the company had an extensive turn around time and the item would not arrive to me in time for what I needed it. The company replied to my email that they had not made my order but had the items in stock and therefore subjected me to a $10 restocking fee-even though the item had not yet been created or shipped. She also informed me that they now have a 20 business day turnaround time which is even longer than the previously stated time. I responded and said I did not agree to the $10 restocking fee but also didn't have the time to wait a month to get the item. The company proceeded to cancel my order and charged me the $10 fee. I spoke with the person on the phone who had emailed me and she told me multiple different stories as to why she refused to give me the full refund. I was unable to come to an agreement and decided I may have better luck filing a complaint. I could understand the restocking fee if they had mailed or created the item, however, this was not the case. The item is not season or holiday specific and will not be difficult to sell for a company that does so much volume that it takes 20+ business days to process an order. I would greatly appreciate any help you're able to offer.

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Contact Name and Title: United Monograms
  Contact Phone: XXXXXXXXXX
  Contact Email: *******@UNITED-MONOGRAMS.COM
  Hello, thank you for letting us know this matter was brought to your platform.
  
  We have spoken to this customer and reiterated that once we purchase our materials for an order any following cancellations of that order will result in a $10 restocking fee. This policy is listed on our website for public reference. We also helped the customer to understand that her order would process in our publicly stated processing time of up to 20 business days. The customer, now reminded of our policies and processing time, still opted to cancel her order 7 business days after placing the order and noted that while she now understood the policy better she disliked that we would not waive the standard restocking fee for her order and would likely try to report this as fraud to her credit card company. Despite this unkind reaction to our policies, we apologized that we could not accommodate her further. We appreciate any resolution you can offer us as a small business who orders materials on an as-purchased basis. We will include the email conversation we had with this customer for reference. Please note that this conversation occurred before the customer called us back. Please let us know if any further clarification is needed on our end.
  
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As explained previously there is no reason for this company to subject me to a $10 cancelation policy. The item was not created and had not been shipped to me. I responded to the representative who contacted me and said I did not agree to the cancellation policy and she processed without my consent. It is unethical for a company to steal $10 from a customer whether they are a small business as she claims or a large business. The correct thing for the company to do is to refund the additional $10 they owe me for this order. If the representative had offered to speed up my order I wouldn't have canceled it. She offered no other solution and issued a partial refund with no care for me as the customer. I feel like she did it quickly without my approval so that she could keep the money and resell the item to another customer for full price. This is a terrible way to treat a new patron of a store. I also run a small business and I would never talk to a customer the way this person spoke to me.