New World Accents, Inc.

Our Mother died on 12-21-15. We placed the order for the Urn and paid for a Rush fee. We totally understood that there could be a delay due to the Christmas holiday. Today is 12-28-15, we have not received the Urn! We have called multiple times, emailed them and even tried to text them to no avail. Seriously, not even the courtesy of a call back at a time when we are hurting and grieving for our Mother. DO NOT USE THIS COMPANY if you expect any sort of customer service. While everyone else was out shopping for Christmas gifts for their loved ones, we were shopping for an Urn for our beloved Mother. [redacted]

I...

am rejecting this response because: The business engraved the first urn for me improperly. I contacted them about it and they acknowledged that the urn/engraving was defective. They redid the urn, but then engraved it incorrectly (not as specified on my order) by not putting the name of the urn in ALL capitals. I contacted the business by phone and email. They never responded to emails and on the two times I spoke with them by phone they said they were too busy and would have to call me back - which they never did. In both phone contacts the business owner acted very upset at me that her engraver did not engrave the urn per the order and that it was my fault...This does not make sense. Calling me difficult or "hard to please" is not an appropriate excuse for their engraver engraving poor/incorrect items.
 
In my last email to the business I asked how to return the two defective/incorrectly engraved urns and never received a response. I am happy to return the defective urns if they provided a shipping label, but the business never responded to my inquiry about this. See attached email.  I have copies of every email I sent to Elegant Urns as well as a log of all calls made.
My complaint is that I should not have to pay for a product that I never received (a CORRECTLY engraved urn). As you will see on the picture attached - the name on the urn is not in ALL capitals. This is what I specified on my order (see attachment).  Also you will see the quality of the engraving, which is similar to the first urn that was also engraved poorly. When placing an order online you are asked to specify EXACTLY how the urn is to be engraved. If I had misspelled something and they had engraved it as I ordered, it would be my fault. So if I specify something in ALL capitals and they don't engrave it as specified, then it is their fault.
As the business owner never called me back or responded to emails I had to dispute the charge as I still had not received a correctly engraved urn, for which I had paid $140.  In last contact with my credit company they indicated that the business was disputing my dispute so this is still in process. If the business drops their dispute, I will not pursue any further action. However it is not right for them to charge me for something that I did not receive.
Regards,
A[redacted]

Review: My card was fraudently charged by this company. I only called to find out much it would costs to have a pendant shipped within 2 days. 2 hours later, I called to inform the lady that I did not want the product to which she replied that she already she shipped it and there was nothing that she could do. I called FedEx and found out that they could have the shipment reversed and sent back within a day. When I called to inform the representative and to ask if there were any fees that I needed to be aware of she asked how I was able to have it reversed as only the sender could do this??? I asked again if there were any fees that I needed to be aware of, and she told blatantly refused to tell me about any fees and that I needed to call back the next day. HOW DO YOU RIP OFF THE GRIEVING??? As if I'm not going through enough, I have to call you back and worry about you ripping me off for 2 days when you all you ever needed to do was have integrity.Desired Settlement: I would like a full refund. She is getting her product back. I did all the work to get her product that she should have never shipped. FedEx is not billing her to ship the product back to her. Just give me money back and close the case.

Business

Response:

C[redacted] is welcome to their money back if they had returned the urn within 7 days per our requirements. If they still have a problem with the urn, please have them contact us directly. As to this day, we have still not received their urn back.

Our Mother died on 12-21-15. We placed the order for the Urn and paid for a Rush fee. We totally understood that there could be a delay due to the Christmas holiday. Today is 12-28-15, we have not received the Urn! We have called multiple times, emailed them and even tried to text them to no avail. Seriously, not even the courtesy of a call back at a time when we are hurting and grieving for our Mother. DO NOT USE THIS COMPANY if you expect any sort of customer service. While everyone else was out shopping for Christmas gifts for their loved ones, we were shopping for an Urn for our beloved Mother. [redacted]