Official Crown of Laurel Reviews (%countItem)
Official Crown of Laurel Rating
Address: 808 R St Ste 102, Sacramento, California, United States, 95811-6402
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I ordered 15 masks from the Official Brand and have not received them. According to their website, my masks should have shipped over a week ago. I have emailed the company twice, sent them a direct message on Instagram, Tweeted them on Twitter, and wrote them on FB along with leaving a review and have not heard anything. Most of the complaints on all of these social media platforms are consumers placing orders and never receiving them.
This company had terrible customer service and only responded after several emails. Their response didn't even address my questions, just a generic response they sent to anyone with a complaint.
Additionally when the product arrived it was not as it was advertised.
Furthermore, any critical comments on social media are deleted or blocked.
Finally when a consumer would reach out to the owner he would be patronizing and insulting (see reviews on ***)
DBA Official Brand & @official (business) has refused to provide adequate information on products purchased April 13th. I have all correspondence documented of every attempt to contact Official Crown of Laurel Inc online, email, and through PayPal. I have made multiple attempts to get a status. No responses were given on ETA or fulfillment of order. As a result I requested a full refund of purchase price on numerous occasions but my requests have gone unanswered. I requested a refund for mismanagement, negligence, and failure to respond in appropriate time.
Ordered 2 masks on April 7th /8th. Tracking shows to this day that item was never sent. Went on Facebook account for company and emailed [email protected] No response. Read over 20 complaints on the Facebook account of people who paid and received order.
& *** (USPS)
Both orders were already delivered to customer.
I am rejecting this response because: item received was not as described
I ordered face masks from Official's website on 4/4/20. I understood at the time that the masks were expected to ship 4/10/20. When the masks had not shipped by 4/12/20, I reached out to the company for an update. I received an email in return that I have since learned is a canned, copy/paste response. In that email, I was promised "If you don't see a tracking update today/this evening you will in the next day or two as we should be completely caught up with our back-log of orders this week.". The masks did NOT ship later that day or in the next couple days as promised. In fact, it is now 4/21/20 and I have still not received confirmation that the order has shipped. On 4/18/20, I reached out via email to follow up and discuss the option of canceling/refunding my order. This email has been ignored. On 4/20/20, I emailed again to reaffirm my request to cancel the order and receive a refund. That email has also been ignored. I reached out via Instagram DM 4/20/20 and 4/21/20 to request a refund. That correspondence has also been ignored.
Comments on their Instagram and Facebook pages show that my experience is far from isolated.
Delays are completely understandable but should be accompanied by transparency and proactive communication on the part of the seller. Instead, Official has kept customers in the dark with false promises. They have shut down commenting on Instagram in an obvious attempt to conceal the issue while they push additional sales. I believe their actions represent a conscious, calculated effort to mislead customers in a hasty attempt to leverage the pandemic for personal gain. To be clear, shipping delays are NOT the issue here. The issue is that this company has misled its customers and has failed to provide an ethical, fair solution to those victimized by their actions - even when asked. These are difficult times but they cannot blame their lack of integrity on a virus. Dishonesty is not a symptom of covid-19. It is 100% possible to be honest and transparent even in an unprecedented time of crisis.
Possibly most disturbing observation is that; in spite of the backlash, the supply chain issues, and their proven inability to fulfill orders, Official continues to push heavily for mask sales. This suggests that, unless action is taken, many more unsuspecting customers will fall victim to Official's fraud in a time where peoples financial situation is especially sensitive.
This order has already been canceled and refunded in full amount.
“Already”? To be clear, the order wasn’t refunded until 4/22. That is AFTER they had received this complaint, AFTER they had ignored three emailed/dm requests for a refund in the week prior, and AFTER I disputed the charges with my bank. “Already refunded”? No. “Has since been refunded”? Yes.Also, I asked for an apology and didn’t get a word - public or private. Again, it is okay to experience delays and supply chain issues. It is not okay to cover it up by censoring public conversation, lying to your customers about the status of their orders, and withholding refunds all while pushing sales on unsuspecting customers as if there’s no issue. The coverup truly is much worse than the crime and, in this case, it’s not even a crime they’re covering up. They’ve destroyed their reputation to cover up something that would have been completely understandable had they simply been honest about it.Whatever, if they’ll please clarify in the response that the refund was processed after the complaint was filed and had not “already” been processed then I’ll close the complaint.
I ordered $87.84 in face masks from this company on April 7th, 2020 and I have yet to receive my actual product. After placing an order, I saw a large amount of customer complaints on their Facebook page claiming this company has yet to deliver the actual product, has not sent any shipment confirmation, or any explanation of what the delay was. On April 10, 2020 I decided to reach out to cancel my order, I was told by *** they are unable to do so because all “orders” have been picked and packed and it was beyond being able to do so. After that, I contacted them several time asking for the status of “my order” and each time I got excuse after excuse of problems they’re dealing with in their warehouse due to excessive orders. Then the last email they sent me April 14, 2020 stated: ***,
Thank you for your patience, we’re getting there. The majority of back-logged orders are now in USPS processing. The warehouse worked through the weekend picking and packing back-logged orders and they are now in USPS processing. Once USPS scans it in you’ll see tracking update.
If you don’t see a tracking update today/this evening you will in the next day or two as we should be completely caught up with our back-log of orders this week.
Shipping during time has been challenging and we thank you for understanding.
Mask On
Shipping
After that I’ve received zero contact from them and I have not even received a shipment confirmation with tracking. I’ve filed a dispute and progressed it to a claim on PayPal and we are now awaiting on a response from them but so far their actions include ignoring customer complaints through email, Facebook and even turning off comments on their Instagram page.
Through some sort of mishap, the shipping address that I input to this company after purchasing $38.95 of items got changed. They have been unclear as to how it got changed, and I made sure to triple check whether the address that they sent the items to was in my autofill information on any account or browser associated with the purchase. This address is one I have never lived at, been to or used ever in any situation. They are refusing to refund my money and have dropped all communication to me about this purchase.