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Business Profile

Art and Culture

MetalPlex

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 0 complaints 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:05/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    The company Metalplex advertises premium quality metal wall art but the are substituting metal for cheap plastic! My new wife ordered a couple signs one with a last name but she was given no option to give a last name they just sent a sign with her madden name and when I reordered the correct name sign to match the second sign in the first order. New sign arrived in plastic and is about triple the thickness and the two signs look absolutely terrible on the wall together

  • Initial Complaint

    Date:03/03/2024

    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.
    My order arrived damaged on 1/20/24. Order #MP74260. Metal Wall Art.On 1/29/24, I contacted MetalPlex via email to get a refund and return the damaged item. I was told to send photos of the damaged item and that they would have a carrier come pick up the item and then I would get a refund.I sent all requested photos via email the next day. Since then, I have repeatedly over several weeks tried to reach the company through email, phone, and online chat, with no resolution. I have only been able to have any contact using their online chat, which asked me AGAIN to send photos. I did resend photos. No response.The phone number listed on the website ALWAYS says customer agents are busy and then hangs up. I was able to leave several voicemails with my contact info, but no response.A copy of the photos are attached to this complaint.I have specified several times that I want a refund and that I was willing to mail the damaged item back to them if having a carrier come pick up the item was not possible.

  • Initial Complaint

    Date:02/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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 a mountain scene on January 25 2024 in the amount of $96.00. My daughter opened it up on her birthday with a broken piece, after going back and forth with the company explaining my dissatisfaction with the quality of the product, I conceded and asked them to send me an undamaged mountain scene. I received the confirmation of the replacement order and she (Misha) sent the wrong product and now they tell me I have to refuse the shipment when *** delivers it and if I'm not home at the time of delivery (in order to refuse it) I will be charged shipping to get it back to Metalplex in order for them to send me my correct item. This whole shopping process has been a nightmare -- as others have pointed out they do not answer their phone EVER. A phone call could have cut the time frame of this whole mess in half. I should not have to pay shipping to send an incorrect product back to them. I would be more than happy to send their incorrect product back to them if they provide a return label. To be fair: I ordered another product from the company (Unfortunately before the other order was complete) and it came in undamaged and in good shape. But, I still do not recommend doing business with this company. All I want at this point is an undamaged mountain scene. I will send back the damaged product if they want, but I am not paying the shipping, send me a return label and it's yours.

  • Initial Complaint

    Date:01/16/2024

    Type:Billing Issues
    Status:
    Unresolved
    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 product and paid in full including taxes and shipping. When the courier *** arrived at my door they said I owed $82 in customs charges. This was not disclosed when I placed the order. I did not accept this package and the delivery person took the package. I am now receiving invoices from *** for the $82. I have contacted Metalplex multiple times and they will not call *** to retrieve the package so that the charges for customs will be removed from my name. Metalplex will no longer return my messages.

    Business Response

    Date: 01/19/2024

    The customer refused the package and demanded a full refund. We processed the refund on 27 November, 2023. We have attached the screenshot for the same.

    Best Regards,

    Sameer

    Customer Answer

    Date: 01/19/2024

    Complaint: 21152381

    I am rejecting this response because: The delivery was refused at the door because the delivery company told me I owed an additional $82 for customs and processing fees. This was not disclosed when I confirmed and paid for my order. I am being invoiced by the delivery company for $82. Metalplex must contact the delivery company to remove this invoiced charge of $82 under my name. I have sent several emails with the invoice number and necessary information. I have not received a reply, nor has the delivery company been contacted.

    Regards,

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

  • Initial Complaint

    Date:08/24/2023

    Type:Product 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.
    Order was not as advertised. It is plastic and not metal. **************** was atrocious. Order sent out damaged, and company is refusing to refund or fix it. They need to be shutdown and Id like my money back. This is also the second piece theyve sent me. First one never made it and they returned it to themselves. Then sent it back, clearly damaged.

    Business Response

    Date: 01/19/2024

    The material we use is a 3MM Aluminum composite DiBond. Its rust and weather-resistant and extensively used in the Signage and construction industries. The same information is updated on the website in every product's description. 

    The cx reached out to us for a replacement and we reshipped the item, we have attached the screenshot of both shipments for your reference. The cx still disputed the charge and got his money back from us.

    Best Regards,
    Sameer

  • Initial Complaint

    Date:07/24/2023

    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 received this item on 7/15 and the quality of the item is very poor. I am simply trying to return this item and have contacted this company via email numerous times with no response. They have a phone number listed and never pick up the phone, but I have left 2 messages as well and no one returns the call.They offered me 30% to keep the item as is via email, but I dont want the item and according to their return policy I can return this item up to 30 days. If I do not hear from them today I will begin a chargeback with my credit card company, but this is the worst company I have ever had to deal with when purchasing an item.

  • Initial Complaint

    Date:03/24/2023

    Type:Service or Repair 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.
    They took my money for a product that came damaged, said they were going to refund me and then did not refund me, it has been over 4 months since the original transaction

    Business Response

    Date: 01/19/2024

    The product was delivered to the customer with *** tracking ******************

  • Initial Complaint

    Date:03/20/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Purchased wall art from MetalPlex on Dec 16, 2023 for $174 with my debit card. Arrived 1-12-2023. A significant portion of the metal art was missing (was supposed to be 60 long; instead, recd an unidentifiable segment that was 24 long.) Contacted MetalPlex on 1-14-2023 by email asking for instructions on how to proceed with a refund. Am now up to 26 emails and still no refund. Could you help me get my money back? I do not want a store credit. I want a check issued to me! Thank you *****

  • Initial Complaint

    Date:02/07/2023

    Type:Product 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.
    Original order 7/12/2022, Order # *****. Paid $269 for ******** Mountains Wall art with optional LED lighting (W60x H16). LED lighting remote arrived inoperable. Began an e-mail correspondence with customer service person Misha at Metal-Plex at the end of July 2022. An LED remote replacement order was generated (order # *****) with scheduled shipment 8/27/22. I never received the replacement remote. I have copies of eight back and forth emails with continuous assurances of delivery, several requests for my address confirmation (even though my address is part of every email I ever sent them) and now hollow assurances that they are sending me a complete replacement (the last email dated 1/12/23). The current price for this particular art work on their web site is $278. Without the LED option the price is $168. I want a working LED remote shipped to me ASAP or a refund for the difference in cost between the wall art with the LED option and without.

    Business Response

    Date: 03/09/2023

    Hi, we do apologize for the inconvenience caused to the customer. We did ship the remote and we are sorry if the customer did not receive it. Having said this, on Jan 12, we created a replacement order for the whole merchandise which was delivered to the customer on Feb 06 with *** tracking ******************.

     

    Do let us know if there is anything else that we can do.

     

    Best Regards,

    Sameer

  • Initial Complaint

    Date:01/27/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Back in October I purchased a wall decoration for my daughter for Christmas. It was promised by December. In December I started sending emails. I sent 5 emails with no response. I filed a complaint through my PayPal. I finally did receive a message that the package was delivered. It was delivered to the wrong address. I did find it. At that point I canceled the complaint through PayPal. PayPal informed me that once I canceled the complaint I could not re-open it. On Christmas morning my daughter opened the package and the product was warped and scratched. I contacted the company. They asked us to take pictures and we did. They then informed me that they would be giving me 1/2 refund through my PayPal. It's now be several weeks and we have been going back and forth and I am still waiting. They stated that they cannot do it through PayPal, it won't work. I checked with PayPal and they say that there isn't any issue on my end. I sent a PayPal request for monies and still nothing. Once again, the stall of "it will not work".

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