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Business Profile

Tourist Attractions

Graceland - Elvis Presley's Home
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Graceland - Elvis Presley's Home's headquarters and its corporate-owned locations. To view all corporate locations, see

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Graceland - Elvis Presley's Home has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:12/09/2022

      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 online purchase on the 14th July 2022 for some items totalling ****** including postage and packaging. I was aware it may take a while for the parcel to arrive and I was also aware I would have to pay customs charges when it did arrive. Mid August I started to chase the parcel because the goods were a birthday present for my partner and I was given a tracking number to try, i looked into this was passed over to royal mail here in ******* who told me the parcel had been returned to sender. I chased this again a few weeks later and was told it was stuck with customs at the other side and that the seller had to contact them to get it released and sent back to them, I informed Graceland of what I had been told. I have been chasing my refund for months now and still nothing, Royal Mail have now said the parcel must be missing and that Graceland need to claim the cost back from them.

      Business Response

      Date: 12/12/2022

      After researching this complaint we found the following:

      This package was sent back to us because the guest did not pick it up.  We do not refund until we receive back the merchandise and we have not received this order back which she was communicated.  Today we went ahead and did a total refund.  We hope this will satisfy this guest.

      Thanks - ***************************

      Customer Answer

      Date: 12/12/2022

       
      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 because now that I have got you involved I am going to receive my refund. 
      However can I add and can I ask you to pass on to Graceland that if I had not got you involved I would not have received this because Royal Mail have accepted the parcel was lost and seen as Graceland kept ignoring my emails asking them to make a claim to Royal Mail for the cost of the goods I dont see how a solution was ever going to be found. I would have been kept waiting forever for the refund when I was telling them the solution, I feel this is awful customer service and I am very disappointed especially when my partner and I were planning on visiting the store when we go to Graceland for our Honeymoon. 

      Sincerely,

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

    • Initial Complaint

      Date:08/25/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Aug 11, 2022, $103.35, placed order, supposed to have priority shipping 3 to 5 days, have called 5 times, no results with shipping date. Asked to speak to supervisor, no call to me . Need my products or refund.

      Business Response

      Date: 09/09/2022

      We have researched this complaint and I was updated by our ********************** with the following and it appears this guest has been refunded as requested.  See below for their response to me.  If you need any additional information please let us know. Thanks !!!

      ***************************| Vice President of Operations/General Manager
      Elvis Presley Enterprises, **** | H323134****3331373131H
      **** Elvis Presley Blvd. | *******, ** 38116
      Phone: ************ l Fax: ************ | ***********************************
      www.H323134****3331373131H.com ********* @VisitH323134****3331373131H | ********* Elvis Presleys H323134****3331373131H

      Merchandise Response:

      Her order contained a pre-order item that was published to ship on or around 9/5/2022.

      This first contact that was sent to me regarding her order was on 08/24 and she was informed via e-mail that day that her order contained a pre-order item and the estimated ship date as well as our pre-order policy.
      She responded back that she did not know an item was a pre-order and asked what a pre-order was and that she didnt believe what she ordered was a pre-order.
      She was refunded full amount $103.35 on 08/25.

      Thanks,

      ***************************** | Director of Merchandising
      Elvis Presley Enterprises, **** | H323134****3331373131H
      **** Elvis Presley Blvd. | *******, ** 38116
      Phone: ************ | ************************************
      www.H323134****3331373131H.com ********* @VisitH323134****3331373131H | ********* Elvis Presleys H323134****3331373131H

    Graceland - Elvis Presley's Home is BBB Accredited.

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