BigCeramicStore.com

February 26, 2018 Big Ceramic Store.com
I ordered an Olympic Kiln from Big Ceramic Store.com on 12-23-17. I paid in full that day and received a confirmation e-mail. I received an e-mail on Dec. 28th stating that the kiln should arrive on January 26, 2018 and that I would be receiving tracking information. I waited, then contacted Big Ceramic Store via phone call on Feb. 7th alerting them that I had not received the kiln. I was told by Kristi that she called the manufacturer (Olympic Kilns) who made a "promise" to ship the week of Feb. 19th and that I would be receiving tracking information. I received an e-mail confirming this.
On Feb. 21st I contacted the Big Ceramic Store via phone and Kristi told me that she would again contact the manufacturer that day and call me back,,, that day. No one called. I waited until Feb 23rd and e-mailed and called. No one has returned my call/ e-mail. The same is true for today Feb. 26th when I left another message and e-mail begging for any information - as I have a big event coming up on March 12th - 14th and needed that kiln to complete some glass work. (I had let Kristi know that on Feb 7th.)
I understand that "things happen" and I have kept all e-mails and notes regarding the telephone conversations. I am very understanding of things that are beyond one's control but I do not understand a lack of communication.
At this point I cannot even enter one star of satisfaction because for my many, many, many hundreds of dollars...I have nothing. Not even information
S.S-H

Website pricing:Item pages on Spectrum Majolica Underglazes are not the same as prices in shopping cart when attempting to purchase them.Example: http://www.bigceramicstore.com/spectrum-majolica-underglazes-purple-341-8643.htm...⇄ page lists "Our Low Price $5.75". Item in cart charged as $33.00. This is true for over 50 products that I know of.When I contacted Big Ceramic Store customer service last week, they replied that the item page prices were "a glitch." However, the prices still remain the same.I believe this is an intentional attempt to lure customers with low prices then switch the price at time of purchase.Product_Or_Service: (attempted purchase) Spectrum Majolica UnderglazesOrder_Number: n/aAccount_Number: n/aDesired SettlementI would like to purchase the items listed at the prices listed.Thank youBusiness Response Thanks for your feedback, and please accept our apologies for the inconvenience. I've asked our web developers to review this item and similar items to determine why the price is changing, and can assure you that this is not intentional.I'd expect this item to be fixed by 4/3/14. Thanks for your patience and understanding.

This company does not honor their advertised "Low Price Guarantee". This company has a large button that reads "Low Price Guarantee" on their website. I contacted them with some examples of an item being advertised numerous places with a lower price, and they refused to honor it. Not sure how a company can advertise low price guarantee, and not honor when someone takes them up on it.Desired SettlementWould like them to stop advertising low price guarantee, since they do not honor it.Business Response This customer I believe is misreading the verbiage on the site. I have responded to this customer explaining and providing the links to where he is referring. We do have low prices He is upset that the price match cannot be met and that is what is not guaranteed. Please see my email that was sent in response to the customer. [redacted],Hello. My name is [redacted] and I am the Supervisor here at Big Ceramic Store. [redacted] has brought this to my attention. I do understand your frustration and I am sorry that we are unable to match the pricing of the wheel for you at this time. There are several factors that we have to look into when considering a price match and at this time we are not able to beat the competitors pricing unfortunately as much as we would like to. We do always check into these requests as we would love to be able to match every request we receive however we cannot. We do not Guarantee that we can price match. Please see the verbiage below that refers to this.Per our website it is stated :Low Price Guarantee!We're sure we have the best price! If you find a better one, we can probably beat it. Read about our Equipment Low Price Policy.http://www.bigceramicstore.com/wheels.htmlPlease click on the link below that is included on the same page explaining in fine detail regarding our price matching policy:http://www.bigceramicstore.com/info/pricing-policy.htmlI do like to make sure that all of our customers are satisfied with our Customer Service with Big Ceramic Store as well with all of our services. We definitely do not want to loose you as a customer. Please feel free to direct any questions that you might have regarding this directly to me and I will be happy to assist you with this issue personally. Again I do hope you choose to return to Big Ceramic Store in the future as we do value you as a customer.Thank You,[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I dont feel im misreading the verbiage at all. You have the word guarantee in bold letters, and then the word probably beneath it. Those two words don't go together, especially when advertising. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Final Business Response We apologize for any confusion this may have caused for any customers. We value the rapport we carry with our customers and like to see each one as an individual. We have taken this complaint into consideration and have decided to update the verbiage on our website. You can view this on the same link that was provided previously: http://www.bigceramicstore.com/wheels.htmlWe have updated it to state "LOW PRICE POLICY"You might need to clear your Cache as it was just updated.Thank You for your patience and understanding. May your head be full of ideas, and your hands full of clay

An order was placed 2 months ago for an $1100 pottery wheel. Order status still states "processing" ...An order was placed 2 months ago for an $1100 pottery wheel. Order status still states "processing" ... I received the rest of my supplies, which were ordered with the wheel - just not the wheel yet. This company gave an order update via voicemail saying the item was backordered and will eventually be delivered from the pottery wheel manufacturer. If I knew the item was backordered I would have never ordered the item. A subsequent email from them within 2 weeks of the order date said that the wheel was shipping. And they still charged my credit card for the item. Numerous attempts of contacting them afterwards via phone/email garnered no response. I am almost sure that their customer service phone is not hooked up because I had called three times a day for a week straight at one point and never got a hold of anybody. Still calling them everyday is pointless. This company does not respond to emails nor voicemails. A simple delivery update or tracking number would have eased my frustration. I am very angry and stressed out over this and would like my money back. I have lost valuable pottery time that I will never get back.Desired SettlementI would like to know when my $1100 pottery wheel will be delivered. If it is not going to arrive in the next week I want a full refund. Business Response Contact Name and Title:[redacted] Site ManagerContact Phone: 888-513-5303Contact Email: [redacted]We apologize for this inconvenience. I am sorry to hear about this experience you have had with us. This wheel was sent over to the manufacturer to be shipped to you and was confirmed by them on 5-25. I have contacted them to find out what has happened and to get all information for you regarding this asap. I will get this resolved for you . The last email I am showing from you was responded to with a coupon for $20.00 off of your next order. We can resend this response if you would like. I assure you our Customer Service Team responds to all emails as they are all tracked. I will update as soon as I receive this information from the manf. and will have a resolution for you. Again we apologize for this inconvenience this has caused you. - [redacted]Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Apparently there was miscommunication between the manufacturer and the bigceramicstore for the delay. I did receive my pottery wheel after a week of notifying the Revdex.com. It took a total of 9 weeks. Thank you. However, it should have never come to this. The customer service department needs to be more responsive. I will not continue to conduct business with this company nor recommend them to anybody. Thank you.

First, I was charged $37.54 for shipping when the webpage clearly advertises free shipping when you purchase a pottery wheel. Also, I had a 15% coupon code that should have taken off $24.51 when it only took off $15.81. Finally, I wanted to talk these issues over with customer service and inquire about when the items would ship/arrive and I cannot get ahold of anyone at the company. I have tried to reach them via phone and email for four days. I have left multiple voicemails. None of the extensions when you call the company lead to an actual person, they all just ring and lead to a voicemail box.Product_Or_Service: Pottery equipment/suppliesOrder_Number: [redacted]Desired SettlementI would like the shipping cost refunded to my credit card as well as the $8.70 that the coupon should have taken off. I would also like to know when the item will arrive. If it is a very long wait I want to cancel the order.Business Response We currently have everything in stock to ship on your order except the wheel and the stool which are expected to arrive on 4/8 for the wheel and 4/14 for the stool. We can ship the in stock items now if you would like. The free shipping is correct when you order a pottery wheel however it is free shippin on the pottery wheel itself not the entire order. We are sorry of any confusion this may have caused. Please read the details of the 15% off coupon as it states the coupon is not valid for equipment. The discount is based for the items on the order that are not equipment, it will not include a discount for the wheel and the stool. I am will to refund the shipping however I cannot offer the 15% off of the equipment. Please advise if you would like to proceed with the order and if so I will ship the in stock items to you right away. Thank YouConsumer Response I called back many more times and finally got a representative to answer the phone and they cancelled my order and refunded my money. Final Consumer Response

Ordered products online late January. Order was not shipped due to one item on back order. Company does not answer phone or respond to emails.I ordered products online on January 28th. Order #[redacted] I received an email stating that one item was on back order and that my order was not going to ship until that item was available unless I let them know that I wanted it shipped. I attempted to call them a few times throughout a month but no one answered the phone. I then sent an email three days ago and only received an automatic reply that my email was received. I also left a message on the voicemail of the customer service department two days ago and have not received a call back. I tried calling all their extensions today during their business hours and not a single person answered the phone. At this point, I want to cancel my order but I can't reach anyone to make that request to. My [redacted] account was charged when the order was placed so I want my money returned.Desired SettlementCancel my order and refund my money.Final Consumer Response Business responded to my inquiry. Complaint can be closed.

Product ordered January 17. Called Jan 29.Told arrival on February 5th. Website states "GUARANTEED delivery in 2-6 business days" No remedy by companyI order product on January 17th with ground shipping which can be evidenced on my order confirmation email which I will be glad to forward. On the companies website it clearly states "GUARANTEED delivery in 2-6 business days." Here is the link to their page: http://www.bigceramicstore.com/shipping-options . I called the company on January 29th, 9 business days after I had placed my order and was told that the product would arrive on February 5th. When I inquired about the guaranteed delivery, the customer service representative stated that the product may not have been available. I asked why was I not notified and asked about the "Guaranteed Delivery" customer service hung up on me. When I tried to call back within their advertised business hours there was no answer for 4 tries. That's when I decided to file the complaint.Desired SettlementGiven that they did not fulfill their shipping guarantee I should not be charged for the shipping costs of $20.82. I should also be compensated for the delay and lost time and hopefully the company would recognize the rude behavior of their customer service representative who hung up on me. For the latter items I will leave it to the companies discretion for compensation in the hopes that they will recognize their error and be considerate of my time and patronage. Business Response We are willing to refund the full amount of the shipping to the customer. This is something that is currently being updated on the site with the developers. We apologize for the inconvenience. The customer may contact me at [email protected] as I would like gather more information regarding the service he received from our CS Department. This is not an issue that we have ever had as we strive to have 100% customer satisfaction.