Perfect Memorials, LLC

Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ We are very sorry this family received two damaged products from usWe pride ourselves on delivering an exceptional experience to all of the families we serve every time they order from usUnfortunately we failed at providing a high level experience to this family and for that we are very, very sorry The product this family purchased is a brand new item for usWhen our manufacturer shipped these items to us they survived their journey intactWe were incorrect in assuming they would be safe to ship, to the families as they arrived to usWe are now packaging this item in two layers of bubble wrap and surrounding it with heavy kraft paper to ensure this does not happen again Our Customer Service Manager has contacted this family to let her know we are extremely sorry that this happened to herWe have refunded her in full and also sent her an inspected and properly packaged urn using expedited shippingIf the family has any additional questions or concerns we invite her to contact us at [redacted]

To whom it may concern: We are very sorry that this customer received the wrong urn and was not satisfied with the level of service they received from usWe completely understand that the emotion of this situation was compounded by the fact she had recently lost her motherWe are very, very sorry
that she recently lost her mother and for making a mistake when shipping her orderThe Family Services Representative that took this customer’s phone call was following protocol by apologizing for the mand offering 10% off and a replacement productThe item this customer ordered is something that was scheduled to be discontinued long before she placed her order and it was not available for replacement to the Family Services Representative that took her callSince receiving this inquiry we have placed a special order for this item and will be sending it out with the proper engraving and with expedited shipping at no charge to this customerWe have also issued this customer a full refundPerfect Memorials takes proper order processing and prompt customer service very seriouslyWe are fully aware that our customers are relying on us during a very difficult time and we do everything we can to meet and exceed their expectations for quality and service as well as our ownOnce again, we are very sorry this customer recently lost her mother and that she had a bad experience with usWe understand this is of no consolation to this customer, but the experience this customer had is extremely uncommonWe are still committed doing everything we can to determine where the error occurred and we will work to eliminate the chance that this ever happens againIf this customer has any additional questions or concerns or if we can do anything else for them we ask that they contact us directly at their convenience at ###-###-####.Sincerely,Sue ***

Initial Business Response /* (1000, 6, 2015/10/09) */
To whom it may concern:
We are very sorry that is customer was not satisfied with the level of service they received from usAs a memorials company we pride ourselves on providing a stress-free experience for all of the families we serveWe
are very sorry this customer's expectations and our standards were not met
We called this customer minutes after receiving their order to ask a question and suggest an alternative to their engraving selection, which was not going to look right the way the customer requested itThere was not an option for leaving a voicemail and we subsequently called the customer again on September 4th, 5th, 8th, and 9thEach time we called we were unsuccessful in reaching the customer and there was no option to leave a voicemailThe customer emailed us on 9/inquiring about the status of their orderWe replied the same day and stated their order was on hold and that we had tried to contact them multiple times by phone and emailFour days later this customer live chatted with our customer service team and clarified their preference for the engravingTheir order shipped on the 16th and was delivered on the 19thWe received and email from this customer the morning of the 21st of September stating there was a scratch or gouge in the urnOur customer service team immediately replied asking for a photo of the urn so we could determine if what they were seeing was a natural characteristic of the stone or if it was indeed defectiveWe then received an email on the 23rd from this family stating that we had not responded to their original inquiryWe replied and assured them we had responded and they should check their spam or junk folder to see if the email we sent was filtered away from their primary inboxOne day later we received photos and were able to confirm the urn was damaged and we arranged a full replacement which was engraved and shipped using next day air from our warehouse two hours after the damage was confirmed
We did everything we could to assist this customer from the moment we received their order and then again when we found there was a problem with their orderThe circumstances and issues that were ancillary to the defective product they received were unfortunate and we are very sorry this process became a difficult one for this customerWe would like to assure them this was an atypical experience they had with us and we are very sorry for the frustration we're sure this caused for themIf this customer has any additional questions or concerns, or if we can do anything else for them we ask that they contact us directly at their convenience at ***
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have both caller ID and an answering machine...no calls were received from this vendorOnly emails that went to the spam folder at firstAs I said in my first complaint they should always tell their customers to add them to their email contacts list as the spam filter may bounce the email there...they did not notify me, nor did they ever call! I have proof!
After not hearing from them I even attempted to communicate with their online "chat specialist" to no avail
The follow through and level of customer service promised vs that delivered is a wide expanseIn doing further research I do not agree that this is an "atypical" situation
I cannot think of a purchase that a person may make that would be more delicate and sensitive than buying a cremation urn and their promises fell short of promised expectations
Final Business Response /* (4000, 10, 2015/10/16) */
To Whom It May Concern:
We are very sorry this customer is not satisfied with the service they received or our response to their original complaintThe description of this customers experience with us is atypicalOur company's goal is provide outstanding service to all of our customersWe have issued this customer full credit for their order with hopes that the refund will in some way help relieve them of the stress this transaction has caused them and we offer our sincerest condolences for their loss and our deepest apologies for the stress this has caused them

To whom it may concern: We are very sorry this customer’s experience with our company was an unpleasant oneThe accuracy of our customers’ orders and the proper quality inspection of the items in each order are extremely important to usWe have procedures in place at various stages of our order
fulfillment process to avoid these types of errors and we are very sorry that the standards we have set for ourselves were not met or exceededRegarding this customer’s order; it appears that there was an error in quality checking after the production process and then there was some confusion internally after the return was initiatedAlso there was some confusion on the customer side regarding how an optional accessory works with this pendant and that was resolved separate from this returnAll of these issues combined to produce an experience for this customer that was sub-standard and we are very regretful for this We completely understand how this became a frustrating situation for the customer and we have refunded 100% of their purchase as a result of these errorsPlease ask this customer to accept our sincerest apologies for the errors and quality issues with her orderIf there is anything else we can do to assist them in their time of need please ask them to call our customer service department at their convenience

Initial Business Response /* (1000, 5, 2015/06/17) */
To whom it may concern:
We are very sorry this family was not satisfied with the appearance and quality of the sterling silver pendant they receivedAs a company that exclusively sells our products online, we make it a huge priority to
accurately represent our products in photos, videos and descriptionsWe are very sorry this family felt our product was misrepresented to themI would like to assure them that the item they purchased was cast with sterling silver and has a thin rhodium coating over it to help protect against tarnishThis item is crafted with extreme care for quality and consistency, and there is no paint or plastic used in or on this item
Regarding this family's refund request; our policy is we do not allow returns on personalized productsThis family had this item personalized so our customer service department was enforcing our policy when this family inquired about a refundSince receiving this feedback, our Customer Service Manager has contacted this family and offered to refund them their purchase priceWe have sent this family a pre-paid return shipping label and once this item is returned to us we will refund this family 100% of their purchase price
We regret that this family had a negative experience with our companyIf there is anything else we can do to assist them, we urge them to please call our customer service department at ***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Perfect Memorials agreed to accept my returnHowever, Perfect Memorials (PM) received the return item on 6/I received a message from PM indicating that the return has been processedI confirmed yesterday as well as today that the returned credit to my credit card is not posting nor is it pendingThis has been communicated through email to PM
I was informed that it could take 2-days until the refund is posted my account.I am still waiting for my refund to appear and post
I cannot agree to sign off until I recieve my money backThere is no proof the refund as been issued
***

Initial Business Response /* (1000, 5, 2014/10/31) */
We are very sorry that this customer and their sons were not able to wear our bracelet due to it being too small. We make every attempt to list the size of the jewelry in our product description. The size of this item is listed in inches in the...

title of the product as well as two different places in the product information section.
Regarding this customers refund; we processed this customer's return on October 20th and issued a refund for 100% of the price of the products, less the upgraded shipping service, on that same day. We did not charge this customer a restocking fee. The 2-day shipping service was fulfilled and the products they received were free of defects in quality.
We are very sorry this customer and their sons were unable to use our product. We have reached out to this customer to explain the situation and inform them they were not charged a restocking fee, but our attempt to contact them was unsuccessful. We invite this customer to contact us at any time if they have further questions at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Consumer Rebuttal /* (2000, 13, 2015/09/24) */
Please cancel this complaint.
The service provider and I appear to have come to an agreement.
[redacted]
Business Initial Response /* (2000, 13, 2015/09/24) */
We are very sorry that this customer encountered a problem when...

receiving the shipment we sent to them. This customer is 100% correct that we advertise “Taxes and Duties Paid”. On the day we shipped this customer's order the software that we use to ship these Canadian shipments was not configured properly. We have shipped hundreds of packages to Canada since launching our Canadian website and we have paid taxes and duties for all of them except for the packages shipped on this particular day. This customer's experience was an isolated incident and we have made changes in our procedures to double check the taxes and duties configuration on a daily basis prior to shipping Canadian orders.
We refunded this customer $51.85 on September 17, immediately after we were informed of this mistake. We very much regret that this customer had a negative experience with us. We pride ourselves on providing the highest level of customer service and we completely understand that this customer's frustration was compounded by the loss of their loved one. We are very sorry for their loss and if there is anything else we can do for them we ask that they contact us directly.

Initial Business Response /* (1000, 5, 2015/04/17) */
We are very sorry this family received two damaged products from us. We pride ourselves on delivering an exceptional experience to all of the families we serve every time they order from us. Unfortunately we failed at providing a high level...

experience to this family and for that we are very, very sorry.
The product this family purchased is a brand new item for us. When our manufacturer shipped these items to us they survived their journey intact. We were incorrect in assuming they would be safe to ship, to the families as they arrived to us. We are now packaging this item in two layers of bubble wrap and surrounding it with heavy kraft paper to ensure this does not happen again.
Our Customer Service Manager has contacted this family to let her know we are extremely sorry that this happened to her. We have refunded her in full and also sent her an inspected and properly packaged urn using expedited shipping. If the family has any additional questions or concerns we invite her to contact us at [redacted].