Complaints

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

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  Custom Fundraising Solutions

  10201 Main St Houston, TX 77025-5229

• 

  Custom Fundraising Solutions

  Westlake, OH 44145-1482

• 

  Custom Fundraising Solutions

  Houston, TX 77025-5229

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:11/18/2022

  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.

  - Date of transaction - 05/01/2022
  - Total amount paid - $4,388.40
  - Business committed to provide: king size mattress, adjustable bed frame, pillow, delivery, assembly and mattress removal within 4 to 6 weeks
  - Nature of dispute and response from company - as you can see in the attached timeline and emails, I reached out after the max delivery window for update. I finally received the pillow but never the remaining items. Was promised it was ready, still never was contacted about delivery. Finally requested a refund after 11 weeks with little response. Ended up having to file a dispute from my credit card, that Square denied. Company promised refund as of 10/10. Have yet to receive refund and was actually charged again by CFS for the amount of the pillow alone. last response from company was 10/27 assuring they had issued the refund. I have emailed 6 more times since then and have not gotten a response at all. I checked my credit card today and still have yet to receive the refund. Today (11/18/22) makes 28 weeks and 5 days since my purchase.
  - Receipt/Tax Invoice #DFW1465 attached in documentation
  I would like the charge reversed through my credit card so that the 6+ months of interest can also be refunded.

  Business Response

  Date: 11/22/2022

  As with many businesses
  right now, supply chain issues have impacted the time it takes to manufacture
  and deliver products to our customers. This customer ultimately chose to cancel her order
  and applied for a chargeback with her credit card. We had to wait until that
  chargeback was released from the credit card company for us to process the agreed
  upon refund to her credit card.  The
  chargeback was ultimately not processed by the credit card company but tied up
  the refund process for a couple of weeks. Due to the extra time, it was too late
  for us to process a credit card refund, so we had cut her a paper check. She
  should receive it by November 28th. We have been in contact with the
  customer the entire time, and she is satisfied with the resolution.

• Initial Complaint

  Date:10/10/2022

  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.

  My family attended the Labor D** Sale (2022) to support the band at **** ** ******** **. My daughter and my wife found 2 beds that they wanted purchase. We purchased a full for $800 and the King for $1800. After a del** they both arrived and were installed. Both beds ARE defective! Both beds have yet to fully shape the foot and head of the beds slope downwards and the full has damaged springs so it dips down in places.
  I have reached out to the Milcah R** (Custom Fundraising Solutions) for assistance on the *** of delivery. We have been asked to give the beds 24 hours, 48 hours, and now 3 weeks to correct. Meanwhile, we are unable to get a good night sleep. Kinked necks is now common place.
  I have spoken to the manufacturer and they said they accept full refunds within 30 days of delivery. So waiting 3 weeks is just a ***** tactic. I have no confidence in these beds and want a full refund for these defected beds.
  What frustrates me the most...I was the lead volunteer and promoter for this fundraiser. I put my reputation in support of this organization and fundraiser. How am I supposed to support this organization after how difficult they make it to correct an issue?

  Business Response

  Date: 10/14/2022

  
  In response to the complaint that was filed by Len Clark on Oct. 10,
  2022 – here are the facts of the case and the resolution that was provided to
  the customer in a timely manner.
  
  The products he ordered were delivered on Thursday, September 29th. 
  The next day, the customer claimed he received the incorrect product – but we verified
  on the law tags that he did receive the correct merchandise. He had complaints
  from the first *** about the mattress not forming to look like the one they chose
  at the sale.  I was in communication with him every *** and involved the
  manufacturer as well.
  
  After going back and forth with different options to find a
  solution, he requested a full refund. Even though he agreed to all sales being
  final (it is a fundraiser) we accommodated his request to refund the king-sized
  mattress, and we then replaced his full-sized mattress with an upgraded product,
  at no extra charge.
  
  He was refunded the agreed amount and as of today, he received
  the new, replacement full-size mattress and we picked up the king-size
  mattress.  He texted me and confirmed the
  exchange happened and thanked me. This issue has been resolved. 

  Customer Answer

  Date: 10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you m** update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18191539, and find that this resolution would be satisfactory to me.  While this matter has been resolved the response from the seller is inaccurate.  I never stated that we received the wrong merchandise.  I communicated over and over again that the merchandise was faulty.  Regardless if this was a fundraiser or not a consumer should not be forced to keep damaged merchandise.  This was the issue.  She was not in communication with me every day.  She was frustrated with me for reaching out to her so often about our concerns.  The purpose for reporting to BBB is because she had not responded for 3+ days.  I left vm as well as text asking to please provide an update.  When she was not responding I submitted a formal complaint.  I believe it took this complaint to motivate her to make the situation right.  The manufacturer has a 30 *** return policy and the days were counting down...the only concerned party was my family.  I am glad that this all worked out.  I will never purchase a mattress like this again.  Use a good company that will take care of the customer the first time instead of having to ask over and over and over again.