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:12/17/2023

  Type:Customer Service 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 8/13/23 I ordered 2- 18X24 canvases from Designed By Memories. The description was "digital copy". I thought digital meant the quality of the print since the item had a size associated with it. It did not state in the description that it was not a physical print I even received a notice about supply delays. I thought I was getting 2 18X24 canvas prints. After uploading one photo, I recieved one digital copy that was not very good. I asked for a revision because the ********************* wings were against a white background and didn't look like wings. The edits are part of the process. When I asked for the correction to the background and to remove some spots, I asked about the canvases. That's when I was told I was only getting a digital copy. I paid for 2 portraits, I didn't get canvases, did't get a corrected copy and didn't even get 2 portraits. I asked for a refund and it was refused. I was harassed buy the customer service representative and when I had disputed the credit card charge, I was threatened with legal action. My credit card company denied my dispute. So now I am out the money, have no portraits and no digital copies. The website offers 100% customer satisfaction. Clearly that's not the case because I as well as many other people from the online reviews, are not at all satisfied. Any when I emailed the company, I got no response. And their phone number has been disconnected.

• Initial Complaint

  Date:12/14/2023

  Type:Delivery 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.

  I order two portraits on Nov 30. I got an immediate response with my order numbers and I was also charged immediately. I was told I would hear within 5-7 days with shipping information and would have my orders 5-7 days later. As of now, I have heard nothing. I have emailed them several times, gone on their ******** page and still no response. They do not have a phone number. All I want is to have my orders filled.

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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.

  Dear Better Business Bureau,I am writing to bring to your attention my profoundly disappointing and frustrating experience with Designed by Memories, an online retailer specializing in custom artwork. My order, placed on July 21st for an 8X10 piece of artwork, turned into a nightmarish ordeal that I believe warrants your investigation.As per their advertised policy of 3-7 business days for order completion, I expected my order to be delivered promptly. However, after waiting for three weeks without any updates, I reached out on August 4th for an update, only to be told that the order was processed and a tracking number was pending.On August 25th, having waited for more than double the stipulated processing time, I expressed my displeasure and requested a refund. The response was devoid of any apology or attempt to rectify the situation, merely stating, "It will be sent out Tuesday." As of August 30th, my patience wore thin, prompting me to contact my credit card company for a chargeback.The eventual arrival of the package only affirmed my suspicions. The package originated from a facility in ********** and was shipped via an epack in ***********, raising doubts about its ** origin. Moreover, the product itself was substandard in quality, lacking any identifiable branding from the company. Such prolonged shipping times and inferior quality hinted at non-US production.In my frustration, I shared my experience on Trustpilot, only to be met with an aggressive email from the company threatening legal action within 72 hours. This unprofessional and aggressive response further tarnished my perception of Designed by Memories.The product I purchased was intended as a wedding gift, an event that had already passed by the time the product arrived. Additionally, I had paid extra for express shipping, a service that was not upheld. The company has failed to offer any compensation or apology for these significant inconveniences.My intention in sharing this narrative is to bring to light my experience and to highlight that I am not the only customer who has endured such treatment. The numerous similar negative reviews on Trustpilot underscore the urgency of addressing this issue. I have retained all correspondence and can provide supporting emails for your review.I sincerely hope that the Better Business Bureau can intervene, escalate this matter, and take appropriate actions to protect consumers from similar experiences with Designed by Memories.Thank you for your attention and assistance in this matter.Sincerely,*************************

  Business Response

  Date: 09/27/2023

  We have explained to this customer that we ran into supply issues (which we did, during July and early August), but for the most part all of those issues have now been ironed out now. They are correct that our usual completion time of artwork is 2 - 7 business days, then an additional 2 - 7 business days for delivery (this artwork is custom made so it takes some time to be created before being sent out).

  Now, in regards to the other claims, even with expedited shipping, we cannot guarantee a specific date of delivery for INTERNATIONAL orders as they are subject to customs and other things outside of our control once the package leaves the US. 

  Also, their order was indeed shipped out when we stated it was. But this customer decided to file a chargeback while the package was in transit, hence why we said we are getting our legal team involved. Not as a threat, but because it is standard protocol to have our legal team review all of the evidence and to craft a statement to send over to the customer's financial institution (this is what most companies with a legal team do when they are faced with chargebacks/disputes from customers). The only other legal action we may be taking is for all of the lies this customer has been spreading across various review sites stating verifiably false statements (defamation).

  The customer believes that the item was shipped via ePacket (most likely due to the tracking number), but it was not. This was however indeed an international order because we are located in the ** (we handcraft our canvases in ********** and ********), while the customer is located in ******. So that is also why the order took longer than expected, because our website quite literally states that international orders take longer (international being anything outside of the US).

  We do understand all of the skepticism this customer has with ordering things online, especially from companies that advertise on ******** and ship from *****. But we are not one of them. It wouldn't make any sense to ship from ***** when we have facilities here with better quality materials and cheaper prices than what we've seen in *****. 

  On top of this, it is quite literally impossible to refund the customer now (which we would have gladly done if they would have simply asked) because they have filed a chargeback. When a chargeback is filed, the funds are held by the financial institution and we do not have access to it until the investigation is over. So I'm not sure why they're bringing up the point regarding refunds when they filed a chargeback before we were even asked us to give them one.

   

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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 ordered a watercolor replication of my daughters engagement picture on July 27th 2023. I paid with PayPal and still have not received my product. They have told me on two occasions they would reach out in ***** hours and I have heard nothing. They will not explain the delay or refund my money. When I asked for an explanation they threatened me by saying they were getting their legal team involved? Now they have stopped responding.

  Business Response

  Date: 09/25/2023

  We have responded to this customer multiple times (we have proof of every email communication). For some reason they refuse to check their spam folder since our emails are most likely ending up there. We have already cancelled their order and issued them a refund since they are not responding to any of our emails and just claim that all they're getting is automated responses. This case has been resolved already.

  Customer Answer

  Date: 09/27/2023

   
  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.
  
  Sincerely,
  
  **** And ***********************

• Initial Complaint

  Date:08/10/2023

  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 purchased an item on 7/1/2023 and it is defective. I've sent several emails and pictures to the company and all I get are excuses. I offered to return it for repair and they don't acknowledge it. At this point I want a refund!

  Business Response

  Date: 08/21/2023

  We understand that your artwork is defective, but please keep in mind that to receive a refund, you need to return the canvas to us (with a prepaid return label that we send you). We sent you this return label but you have failed to send the canvas back to us, so that is why you still haven't received a refund. Please mail the canvas back to us using the prepaid return label that our support member generated for you, and you will receive a full 100% refund. 

  Customer Answer

  Date: 08/21/2023

  This company are liars!!! They claim they sent a return label and that was never offered by them. I offered to return it for repair, in my original email to them abd they never responded to that request. I have all the emails I've sent to the company that I will forward to you. Please provide me with an email address. I have now been Threatened twice by this company and will take further action on that!

  I have already received my refund from PayPal but, I wanted to make you aware of this company. Please send address for me to forward the emails regarding this case. Thank you.

  Bastiaan VanDenEngel 

  Customer Answer

  Date: 08/29/2023

  The company has reached out to me and promised a new item.

  Customer Answer

  Date: 09/12/2023

  Hi *******,  here are the pics of the shoes. The conversion for a men's US size 11 (which is the size I ordered)is 44 and you sent 46. It's not only about the size, I don't find the quality good at all. Cheaply made shoe. Please send me a return label so I can return them for a refund. Thank you. 

  Bastiaan VanDenEngel 

  Business Response

  Date: 09/22/2023

  We don't sell shoes in our store, we only sell portraits and custom artwork. Customer is confused to which company they are sending a message to. 

  Customer Answer

  Date: 09/25/2023

   
  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.
  
  Sincerely,
  
  ***************************************