Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/22/2023
Type: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.
On 7/7/23 I placed an order (********) for 8 pieces of flatware to complete my original, authentic set (purchased last month from ******** Sonoma) that is made in ****** and is stamped "******". At first glance the new pieces matched my set, but then I noticed that there is no "******" stamp on them and the quality is not as flawless as my original set. On the Silver Superstore website the item description stated "made in ******" so I was surprised with what arrived. I contacted customer service on 7/15 and was told: "I am unsure what year they stopped stamping made in ****** but it is very common for manufacturer plants to change warehouse locations frequently and that is when you would notice slight changes in the finish, weight and how they stamp the pieces. If your flatware is older than 3 years this is likely why you are seeing the differences that you mentioned. All of our products are authentic and directly from the manufacturer. If you are unhappy with the pieces we have free returns. You just need to follow the instructions on the back of your invoice. Please let me know If you have any questions."Looking at the return instructions, there is only a returns address listed - no free returns unless there are defects. I consider this to be a defect and am even thinking that these are knock off items. I reached out to the agent again for a free return label and received a message stating she is out of office. I then forwarded my request to the customer service email again, and have yet to receive a response.The online description of these items is not adequate, since it cannot be proven that these are made in ******, without a stamp stating so. And if they are not made in ******, the description should clearly state that. All high end, authentic flatware is stamped with country of origin.So far, I am extremely unhappy with my experience and do not consider this a reputable company. I would like my order fully refunded.
Business Response
Date: 08/02/2023
The customer was upset that the product does not have ****** stamped on it. She has an older model and it is no longer stamped effective in 2017/2018. Please see email attached directly from Degrenne. We do say on our site it is made in ****** - we do not state it is stamped ******.
We sent her a return label and the product was delivered back to us today - see tracking and notation by *** that it was received today by our warehouse staff 1ZV697390392078386
We have provided her a refund and that is also attached that the refund was done today in Paypal. it should show on the customers statement in 2-3 days.
We are an authorized dealer with Degrenne.
We are a small family owned business and try hard to resolve items where we can. We are sorry again for any misunderstanding.
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************
Customer Answer
Date: 08/03/2023
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.
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