On Wed 3/15/23 I ordered a keepsake (114.99) from them with Next Day Air service ( $78.00), never got the urn on time. UPS "UPS Next Day Air® offers guaranteed overnight service for time-sensitive shipments". I called and I was told by the "supervisor", that processing time is not one day and it's NOT guaranteed to arrive by when I needed it (3/18/23-my father's cremation burial). I informed her their information about processing and shipping on the website was misleading. She asked me bluntly if I want to cancel the order then. I did not because I wanted to see if the urn comes on time-she said they'd try to ship it out ASAP. The urn came super late-Tuesday 3/21/23. I looked up their return policy which in short said refunds were ok if sent out within a week and to call for more info. So I called on Monday 3/27/23 (1 day before the week expired, but within my time frame), the business owner (woman) answered. I explained the situation and asked for return instructions and that i'd send it out today. she said "Why? Why do you want to return it?" in a very rude tone. Then she said I'm calling after hours (~3pm in California) and to call tomorrow, hung up. Next day I called-went to VM. Called a few hours later-voice mail. I did this for 2 days, and even wrote an email! Eventually we called from a different phone # to see if she was ignoring my calls on purpose. And guess what -someone answered. A man looked up my order but said he couldn't do anything as his "supervisor" had to approve the return. Supposedly he emailed her and she would call me the next day (Wednesday). I waited with no call all day, so I CALLED again- the guy answered, he was nice but unable to do anything. He apologized, put me on hold and said he'd call her.He said she told him she'd call me tomorrow. It is now Thursday and you can guess she hasn't called. I made my last call and told this gentleman that at this point if she did not call me back today, I would take this matter somewhere else. THEY ALSO lied to the Better Business Bureau in my complaint stating my item was customized and I couldn't return it where I have receipts and photos to prove it was not!
I am rejecting this response because: The business engraved the first urn for me improperlyI contacted them about it and they acknowledged that the urn/engraving was defectiveThey redid the urn, but then engraved it incorrectly (not as specified on my order) by not putting the name of the urn in ALL capitalsI contacted the business by phone and emailThey 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 didIn 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 senseCalling 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 responseI am happy to return the defective urns if they provided a shipping label, but the business never responded to my inquiry about thisSee attached email I have copies of every email I sent to Elegant Urns as well as a log of all calls madeMy 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 capitalsThis 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 poorlyWhen placing an order online you are asked to specify EXACTLY how the urn is to be engravedIf I had misspelled something and they had engraved it as I ordered, it would be my faultSo if I specify something in ALL capitals and they don't engrave it as specified, then it is their faultAs 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 $ In last contact with my credit company they indicated that the business was disputing my dispute so this is still in processIf the business drops their dispute, I will not pursue any further actionHowever it is not right for them to charge me for something that I did not receive Regards, A [redacted] ***
I am rejecting this response because: The business engraved the first urn for me improperlyI contacted them about it and they acknowledged that the urn/engraving was defectiveThey redid the urn, but then engraved it incorrectly (not as specified on my order) by not putting the name of the urn in ALL capitalsI contacted the business by phone and emailThey 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 didIn 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 senseCalling 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 responseI am happy to return the defective urns if they provided a shipping label, but the business never responded to my inquiry about thisSee attached email I have copies of every email I sent to Elegant Urns as well as a log of all calls madeMy 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 capitalsThis 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 poorlyWhen placing an order online you are asked to specify EXACTLY how the urn is to be engravedIf I had misspelled something and they had engraved it as I ordered, it would be my faultSo if I specify something in ALL capitals and they don't engrave it as specified, then it is their faultAs 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 $ In last contact with my credit company they indicated that the business was disputing my dispute so this is still in processIf the business drops their dispute, I will not pursue any further actionHowever it is not right for them to charge me for something that I did not receive Regards, A [redacted] ***