Complaints

This profile includes complaints for ArtisanCrafted.Com, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ArtisanCrafted.Com, LLC

  PO Box 1030 Langley, WA 98260-1030

• 

  ArtisanCrafted.Com, LLC

  3091 Quigley Rd Langley, WA 98260-9774

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:04/22/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  We are a cabinet company that sells vanities and frequently use Artisan Crafted as one of our vendors for copper sinks. We purchase several dozen sinks from this company every year for the past 5-6 years. In Feb 2025, we purchased six sinks on three different orders. We received all but one of the sinks. We contacted Artisan several times to inform them that we were missing one of the $155 sinks. Through several emails and phone calls later, they denied our request for a replacement. They said that the missing sink was shipped with another order and that we were lying about not receiving it. Despite our efforts to get them to ship a $155 replacement, they refused. The tracking info they provided as proof of shipment was for another order, and they would not provide any documentation proving that they shipped the $155 sink. We politely asked for a replacement, but were consistently denied. It's astonishing to me that a reputable company would choose to lose a customer of six years over a $155 purchase that they could have filed a claim with ***** to get the missing product replaced.

  Business Response

  Date: 04/22/2025

  I have attached a response we sent to the credit card company as he disputed the charge was disputed.   The evidence was clear that we shipped all sinks purchased including photos taken prior to packing (we photograph all sinks before shipping) as well as the weight of the package (corresponded to the weight of 3 copper sinks of that model).  We are sorry that this customer misplaced one of the **********************, but we shipped everything purchased fulfilling the order 100%.  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23234595
  
  I am rejecting this response.  If you look at the evidence that Artisan provided as "proof", it actually proves that they did not ship the sink we ordered.  The photo they provide to prove that it was shipped shows two OVAL sinks (presumably part of our order #*****), and a third ROUND sink.  We ordered two OVAL sinks on order ***** and another oval sink on order #*****; all three were exactly the same model.  Artisan claims there were three sinks in the wood box that they sent, but there were only two sinks in the box.  The sinks were stacked together in the box, and the round sink wouldn't have stacked into the oval sinks, so it would not have fit in the shipping box.  This proves they did NOT ship us those three sinks, and even if they did ship those three sinks, we didn't order a ROUND one.  We have explained this to their customer service several times, but they choose to ignore all reasonable explanations and insist that picture shows three identical sinks.  It clearly shows otherwise.  Their lack of accountability is repulsive.  All of this fuss over $155 is such a insane waste of time.  I am only pursuing this because I do not like to get scammed.  I first thought it was an honest mistake, but they refuse to listen to all reason.  I don't know what happened to Artisan and why their service has deterioated to this point as we've never had a single issue in all the years I've been buying their product.  But this event is absolutely inexcusable.  They scammed me out of $155.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/29/2025

  We have reviewed this case and have spent many hours trying to help the customer understand that he was shipped what was ordered (after he changed one of the orders).  There is nothing more we can say.  We have detailed everything.  The reason why he did not win his case with his credit card company is because we provided all facts and proved the point that all sinks were shipped.  Hopefully this customer will find the sink he misplaced.  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23234595
  
  I am rejecting this response because the merchant has not provided any proof that the order was shipped.  The evidence they provided shows that they did not ship my order.  They provided a photo of two oval sinks and one round sink.  We didn't order a round sink. The crate they shipped the two sinks in is even marked "2 17" oval sinks".  The only shipped two sinks.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/08/2025

  We take images of all our items from our studio with it's coordinating production queue number. In this case that number was "DI1448". I have also attached the ***** summery which shows there were (3) items shipped. We did not ship any round sinks, we shipped (3) oval sinks. Photos are attached of this shipment of sinks. As **** has purchased many sinks from us over the years, he knows we follow through with every order and he hasn't has any issue in the past.
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23234595
  
  I am rejecting this response because I did not receive the product. The merchant failed to proove that they shipped the product.  Photos provided by the merchant clearly are not of three identical sinks.  The contents of the box clearly do not show three identical sinks.  The notes written in marker on the box by the merchant state the box contains TWO sinks.  The merchant took my $155 and did not provide the merchandise.  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/20/2025

  We have responded and addressed this complaint ad nauseum.  The customer was shipped everything they purchased and our detailed responses clearly show that.  We hope that he finds the sink he misplaced but do not feel obligated to ship an additional sink.  This will be our last response to this unfounded claim.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23234595
  
  I am rejecting this response because the merchant failed to provide any evidence that the product was shipped.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 March 19, 2024 I placed an order with Artisan Crafted.Com LLC for a Kingston Brass faucet KS1493AX for $279 as advertised on their website. I wanted this faucet, so I cancelled the one I ordered directly from Kingston Brass (KB149AX for $159). On March 28, 2024, I received my original order from who I thought was Kingston Brass. I never received any order confirmation or tracking on my order with Artisan Crafted. So *** made several attempts with *********************** to get this information. Four times I had to follow up with her regarding this order. All times she said that she would get back to me the day I called, and never called. It wasnt until April 9 that I said I would cancel the order if I did not receive any information that she finally gave me some information. I did not realize Artisan Crafted sent me the wrong faucet on March 28, not Kingston Brass. I let ***** know that they sent me the wrong faucet, took a picture of the incorrect faucet, and her response was that since it is after 3 days, you cant return the faucet. She went on to say that the faucet looked like it was installed from the picture which voids a return. I explained to her that it was not installed. I just place the faucet on the counter to show it is the wrong one. She did not believe me. Even though the handles are clearly not connect in the photo. What is advertised on their website as a $135 faucet, I paid $279 for. She will not accept this item or refund me at this point.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair 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.

  Ordered custom copper sink 4-28-2023, artisan crafted promised a product I would be happy with for many years. The sink arrived damaged, I was informed not to return the sink, photos were needed to prove the damage which I sent right away. They also wanted photos of the crate in order to file a claim with FeEx, I showed the crate and damage to a ***** driver who stated the damage was not in transport, it was a packing issue. I tried to explain to manager *****, she refused to listen and never mentioned they had any other insurance to claim the damage until sometime later it was noted they are insured. I found a phone number of the owner online, I called left voice mail, she called me back on a Sunday promising to replace the sink, I informed her my son passed away from brain cancer and memorial was pending, I needed my kitchen for memorial she sympathized with me and okayed install of sink, saying I could send back once the new sink arrived. My husband heard all of the conversation as I was on speaker phone. 2 days later owner ******* said she did not offer a remake. Also was informed by ***** the made the sink with 3 drain instead of 2 as I requested. She then said they remade the sink the next day, impossible time frame. Today, the sink clearly shows a square patch around the sink drain, a local welder looked, confirming it is patched.Also sink is out of square or round, it does not drain properly it does not sit level on granite. I contested with my credit card company, manager ***** submitted misinformation to them stating a company installed the sink that did not install it. The note supplied clearly shows theyre note that the sink is not a good product. Along with other misinformation my own credit card company agreed with artisan sink, not me. Bottom line. I have a patched sink that does not drain, does not sit flush. Artisan sink offered to repair the sink at one point if I paid for shipping both ways. Shipping should be on them. Cont. by email soon.

  Business Response

  Date: 01/05/2024

  This claim is simply untrue. This customers sink arrived the end of May. It was damaged in transit, unfortunately. We offered this customer several options to repair the sink, as she had a tight project timeline. We also offered to re-make the sink, however it would arrive after the event she needed it for. All options were refused by the customer, yet the customer continued to argue because she had an event her sink needed to be installed for. Yet, she didnt have time for a remake and refused to attempt the repair either with or without her contractor.
  
  In addition, this customer filed a dispute with her credit card company back in August. We presented all the facts and the credit card company sided in our favor. At the time of the dispute, we were 3 months past our carriers policy to file a damage claim. Therefore, we could not remake the sink. The only option was to repair the copper. The repair would have taken no more than **** mins.
  
  This customer continually berates and harasses our entire company via email every couple of months, the last email was 11/8/23, 3 months after the credit card dispute was settled. We did everything we could to make this situation right; this customer was unwilling to work with us.

  Customer Answer

  Date: 01/08/2024

  Photo of patch in sink, also in that last email should see where they said they did not offer to remake.

  It was the owner Suzanne who called me offering to remake, two days later she says she did not offer.

  All of this is so unfortunate! They could choose to make this right! A $1700 purchase should be blemish free and last many many years!

  ********************;

  Customer Answer

  Date: 01/08/2024

  *********** note that sink is not up to par. ***** submitted this to my credit card company saying this was proof *********** installed the sink. They did not, they did template only.

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

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21092516
  
  I am rejecting this response because: 11-8-23 I sent this business email stating I went over all info and documents submitted to my credit card company, pointing out the untruth they provided to ELAN which aided them in the decision. My point being some of the submitted information by this company was not true. Along with a photo of the patch in the sink. I am not berating and harassing. I will send supporting email to BBB. On June 8, 2023 Suzanne sent me an email stating they did not promise to remake the sink. In this response to BBB it is written we offered to remake the sink, not true. In the June 8 email she said they could attempt to repair the sink if I paid to ship it back. Same day I notified her the sink does not drain properly even though sitting on a level piece of granite, along with photos, nothing harassing or berating. As well as a copy of the note by *********** that the sink is warped causing left end to sit higher than right end. June 1, ************************************************************************************************* the sink and how ripples remain. Yet they continue to say I did not try to repair it. Bottom line. I bought a new semi custom sink.( website shows exact shape of my sink in different measurements, I also wanted smaller 2 drain, and a Fluer de les on the front.) I should not have to pay to ship it back. Fed ex driver looked at the crate, which I still have, saying ***** did not damage the sink in transit to me, that it was a packing issue by the shipper. And a claim with ***** would not be honored. I was not informed of any other insurance they could have used to rectify the damages. This company is clearly not honorable. It would be nothing for them to have taken care of all issues and make a customer happy. They can write off any loss. As it is and as you can see from theyre response they choose to blame me. I was in the throws of great grief loosing my son. They have zero sympathy. I urge the public to think carefully before using this company period!

   

   

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/09/2024

  We already offered several solutions and her credit card company agreed with us. We have closed the books on this one.   

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21092516
  
  I am rejecting this response because: the bottom line is I have a very pricy defective and damaged sink. Which is zero fault of mine. Yes my credit card company did not refund me because the sink is in my possession, had I sent it back to this horrible merchant I would have won. The merchant knows this, the reason they encouraged me to repair it over and over, and the reason Suzanne encouraged me to go ahead and install the sink promising to replace it as soon as they could make a new one. Later denying she made that promise. And they are experienced with getting people to do their own repairs the reason they have a library of resources. Unfortunately we can not force people to do the right thing in life. If they were a 5 star business a patched sink would have not been accepted by them then crated and packed where it was damaged by the strapping being over tightened. Then shipped on to me. How can a business truly dismiss these facts? It would be most honorable on theyre part to have made this right with me, so that I could exist satisfied with my purchase! especially under the circumstances of my sons death the most monumental negative of my life! Also, Further research shows repurposed copper they use to manufacture sinks is not always a good idea. In ****** where the sinks are made, there is no guarantee what you get. This sink probably has other metals melted in with the copper the reason the square patch showed up after a few weeks and is very obvious. I have also learned stolen copper from the *** is often taken to ******. Can this company inform me where theyre melted copper pieces come from the manufacture uses to make the sinks? If you are reading this post complaint and considering a Copper Sink, think very carefully where it is purchased from. I have also discovered companies right here in the *** that use 100% new Copper, no reused, melted copper. And who have said to me this situation I am a part of with my sink is truly unfair and unacceptable to the highest degree.

   

  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/10/2024

  There are myriad of inaccuracies in this persons claim. We have already responded with the facts and see no reason to respond further.