Complaints

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:12/30/2024

  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.

  I purchases a custom 30" metal sign from RealSteel on December 12, 2024 for $130.91. I did receive an order confirmation but besides that all other communication has been initiated by me. Their website did state that custom orders would take between 5-15 days. On December 17th I emailed the company to check the status of the order, I didn't receive a response so I emailed again on the 19th. On the evening of the 19th I received the generic response of production time is 5-15 days plus 2-3 days for shipping. After researching the company online and noticing that they had a horrible reputation of poor customer service and delayed shipping I through I should try to cancel the order which I did try to do via email on December 20th. That same day on the 20th they responded and told me the sign was cut and would be shipped the following week. I asked if I could pay extra and have it sent any sooner, they told me no due to the holiday. On December 26th, I received an email with UPS tracking # 1ZJ74F34YW33457084. I watched and waited all week for the shipment to ship. As of today, 12/30/24, it still has not shipped. I contacted RealSteel once again via email where they told me their compressor broke. I'm not sure how that effects my sign that I was told via email was already cut 2 weeks ago when I wanted to cancel my order.

  Business Response

  Date: 02/10/2025

  I do apologize for my staff's shortcomings in handling your order.  I have addressed this issue and your concerns with my employees. At the time of this purchase RealSteel Center had over 2000 orders a day and the emails were crazy. We found ourselves overwhelmed.  This is of no fault to you, because we take each customers concern with heart.  We have failed to provide you with the service you are owed.  We made a strong attempt to make sure everyone got their items in a timely manner. We have a 2 week turn around for the items to be shipped out because every item is custom made.   Our cuttoff to ensure Christmas delivery falls on Dec 8th.  I understand the customer requested the piece to be sent overnight and was willing to pay for the item to be sent out. On a normal basis we are able to do overnight shipping or expedite shipping but, the office staff was not taking faster shipping methods due to the amount of high volume of packages going out. I have since the corrected that issue.  I agree that the compressor being broke down at that time should not have effected the customer item if it had been cut already.  I am willing to credit back the customer for her inconvenience even though I know she received her order.  I bought this company 8 months ago and I am working very hard to make sure these type off issues do not happen.  I am still learning this business, and this is a lesson learned.  We will learn from this experience and incorporate this into our company values in improving our process and satisfying our customers.  Once again, I do apologize for the way our staff conducted business, we will correct this.

• Initial Complaint

  Date:12/27/2023

  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.

  I bought an item based solely on the website stating "order by midnight tonight for guaranteed Christmas delivery".
  On 12/19 i got a notification stating that a shipping label was created. After that it never went anywhere from there.
  i called and left a voicemail, with still no call back. i tried to use the chat feature, with no response, and i finally got an email back after many days. the excuse was that they "learned" things were not tracking like they should be.
  after going on and reading reviews, it looks like they did this to people last Christmas, as well.
  i still have no order. This was to be a gift for my parents and their new retirement home, for Christmas Day.
  Customer Service is trying to tell me i'll still get my order, but that's not the point. Why guarantee Christmas delivery if you can't fulfill that?
  I want a refund. I'm done waiting for my order.

  Customer Answer

  Date: 02/12/2024

  Better Business Bureau:
  
  
  
  

  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue may not be resolved.  Please provide us with an update and advised which items (if any) remain unresolved.

   
  Are the issues resolved?   ______X______Yes    _____________No
  
  If yes, when was the issue resolved?
  
  _____A few weeks ago, my credit card issuer provided a refund after i disputed the charge. The company was very unhelpful and even blocked me from their Facebook page after i left an honest review. They refused to refund me, especially after not even receiving the item. 

  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/19/2023

  Type:Billing 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 placed an order with Real Steel Center on Friday, Sept 15. Approximately an hour later I saw an ad on ******** that I could purchase 1 seed/plant marker and get the other 50% off. I have tried to reach them and can't locate anyone. I sent a reply to a text from them, left a message on their ** ***** sent them a request to respond on their website. Their website says that you can do a live chat during business hours but there is no link to do so. I'm afraid that I've lost the money in my purchase, let alone didn't get a discount that I was entitled to.
  
  ***** * **-******

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  
  
  This letter is to inform you that RealSteel Center, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/19/2023 and assigned ID ********.

  After I left 3-4 messages on ******** pages I got a response from them.  Although not pleased with the way they handled this, I consider it resolved and need no further interaction from your business.  Thank you very  much.
  
  
  
  Regards,

  ***** ****