Urns.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10012876, and find that this resolution is satisfactory to me Regards, [redacted] I did not receive any phone calls from the company and I have the phone logs from T-Mobile to prove it, if you need me to I can forward it to you However I did reship the item to my sister in law via FedEx, I am attaching a copy of the bill, they can send me a check in that amount to cover the shipping cost that they messed up on in the first place It cost $to have it reshipped [redacted]

She filed a complaint through PayPal and the money was already reimbursed to her by PayPalPlease let us know if there is anything else we need to do

We did receive two emails from the client and we called her twice and left messages on her answering machine, apologizing for the inconvenience We asked her both times to call us back so we could find the best way to solve the issue and we never heard back from her And we offer het through Revdex.com the same thingIf she can tell us how can we help we will do our best to find a solution Sincerely, [redacted]

Complaint:
I am rejecting this response because:
As of
today 1/6/16, I have not received the Refund, Paypal has not credited me the $I am due I submitted the Post Office Tracking Number with the Persons Name that signed for the Returned Item, They received my item on 12/21/signed for by A, ***
I have NOT received my Refund
Regards,
Melinda Kriskie

On our website we specify in Bold Characters that the urn that this lady ordered takes to business days to be manufactured because it is a custom engraved urnThe urn was ready in business days and was sent to her overnightThe other items was sent to her overnight the next business
day after she placed the order. Our store will let people choose overnight shipping even if the item will take business days, because clients may want to have the item shipped as fast as possible after the product is readyThis is the link to the urn that was ordered and there you can see in bold characters that will take to business days to be ready: http://www.urns.com/poem-wood-urns.html
Thank you

Complaint:
I am rejecting this response because:
*** W*** indicated in his response to the Revdex.com that the company’s website clearly states what it means when you select overnight shipping. However, this is not the case! The note regarding overnight shipping is NOT next to the overnight shipping field. The note is further down on the page and its location makes it such that the note can easily be overlooked! The company needs to FIX its website so that this problem does not occur again! The solution is as follows: This field needs to be “grayed out” so that it cannot be used incorrectly! I am aware that at least one other customer has complained about this very issue (overnight shipping). This customer also lodged a complaint with the Revdex.comUrns.com stole extra money from me while my family and I were grieving. My niece ordered a keepsake and an urn and paid $to have them both shipped overnight. Needless to say neither item arrived overnight. In fact, it took nearly three (3) weeks before we got the actual urn that my niece needed so that she could put her oldest son's ashes it in. A funeral is a very unhappy situation and Urns.com added to my family's grief with their greed(?) or maybe just their insensitivityIt has been over eight (8) months and I am still trying to get my $refunded to me. *** M*** said it would be refunded but as of 10/27/15, I still have not gotten it. A refund of $is miniscule to the nearly $I spent with Urns.com. It amounts to only 11% that Urns.com would have to credit back to my credit card.
I just want to end by saying, “Shame on you, Urns.com” for your greed and insensitivity. You are in the business of dealing with grieving people. You should be acutely aware that when people are grieving they do not always see and comprehend what is right in front of them, what they are reading, or what others may be saying to them. You are a predatory business and you need to be reprimanded severely for taking advantage of people when they are at their lowest. Again, I say, “Shame on you, Urns.com!”
Regards,
B*** ***

She filed a complaint through PayPal and the money was already reimbursed to her by PayPal.
Please let us know if there is anything else we need to do.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10012876, and find that this resolution is satisfactory to me.
Regards,
[redacted]
I did not receive any phone calls from the company and I have the phone logs from T-Mobile to prove it, if you need me to I can forward it to you.  However I did reship the item to my sister in law via FedEx,  I am attaching a copy of the bill, they can send me a check in that amount to cover the shipping cost that they messed up on in the first place.  It cost $14.75 to have it reshipped. 
                                                                                                                                                                                                                      
                                                                                                                                                                                                                        [redacted]

Complaint: 11431414
I am rejecting this response because:The pictures on the web page need to be changed at the least to show just the base.  I'm sure I'm not the only person who has fallen for this misrepresentation then held to buying what they thought was an urn. 
Regards,
Kirsten Kruger

We did receive two emails from the client and we called her twice and left messages on her answering machine, apologizing for the inconvenience.
 
We asked her both times to call us back so we could find the best way to solve the issue and we never heard back from...

her.
 
And we offer het through Revdex.com the same thing. If she can tell us how can we help we will do our best to find a solution.
 
Sincerely,
 
[redacted]

The shipping information is not ambiguous as she claims. We very clearly state in bold on our website the following:
Please note that each urn is completed as ordered due to their personalized nature. The manufacturing process and engraving takes 4-5 business days to complete. We thank you for your patience during this time.
After we were done with the manufacturing we sent the urn overnight as she wanted. 
The keepsake was not delivered 3 weeks later as she claims. The keepsake was sent out the next day and delivered the next business day.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11023042, and find that this resolution is satisfactory to me.
Please see below the email sent to Urns.com on 1/13/16 @ 11:40 pm EST, 
due to privacy concerns, I omitted the Transaction Number in this response to Revdex.com.
Dear Mr.  M[redacted],
Per your request to the Revdex.com of California, I am submitting my information for a Refund.  
This was not a Credit Card Transaction, as you know (because you informed Revdex.com of this) The Angel Urn Pendant was a Paypal Transaction.  
Here is the Transaction ID Number: 
The refund can be sent to my Paypal Account where it originated.
Thank You,
M[redacted] 
Regards,
Melinda Kriskie

Our store policy says that engraved items may not be returned at all and the customer ordered an urn base with engraving:
http://www.urns.com/return.html
She called and we tried to explain to her that we cannot take it back because it is an engraved item and she kept on talking...

telling us that she thought it was an urn with the base, and as you can see on the page description we have stated very clearly in 3 different instances that the urn is sold separately.

Please let the client know that if she did not get her credit, we will more than glad do it again.
To do it, we need her to contact us because we do not have her credit card on file and we cannot issue a credit any more.
Thank you,

Review: My niece ordered a keepsake and an urn from Urns.com. The order template allowed her to enter $50 into a special field for overnight shipping. However, the keepsake was not delivered for nearly a week and the urn was not delivered for nearly three (3) weeks! I talked to [redacted] back in June. At that time, he said he would refund me the $50.00. However, on October 27, both [redacted] and [redacted] have said they will NOT refund the $50.00. My niece paid the extra $50 for overnight shipping. If overnight shipping WAS NOT available, I should not be paying for a service that WAS NOT nor COULD NOT be provided by Urns.com. The order template accepted the extra $50 for overnight shipping knowing that the overnight shipping was not available. Now Urns.com wants to say because $50 was entered into the special field for overnight shipping, it's not their error!Desired Settlement: I want my credit card credited with $50.00.

Business

Response:

On our website we specify in Bold Characters that the urn that this lady ordered takes 4 to 5 business days to be manufactured because it is a custom engraved urn. The urn was ready in 5 business days and was sent to her overnight.The other items was sent to her overnight the next business day after she placed the order. Our store will let people choose overnight shipping even if the item will take 5 business days, because clients may want to have the item shipped as fast as possible after the product is ready.This is the link to the urn that was ordered and there you can see in bold characters that will take 4 to 5 business days to be ready: http://www.urns.com/poem-wood-urns.htmlThank you

Consumer

Response:

Review: 10881370I am rejecting this response because: I reviewed the link sent by the company. However, the shipping information is AMBIGUOUS. My niece's eldest son died and she was ordering the urn for her his funeral which was earlier that day. Unfortunately she should not have been doing the ordering as she was undoubtedly grieving. However, only she could know what she wanted. Her grief and the confusing website regarding shipping contributed to MY OVERPAYMENT of shipping instructions which WERE NOT AVAILABLE and which COULD NOT BE MET. Moreover, neither of the two (2) items were delivered OVERNIGHT! The keepsake was delivered nearly a week later and the urn did not arrive for nearly three (3) weeks after my nephew's funeral!

Prior to my recent call, I was told by [redacted] that my shipping fee of $50 for overnight delivery would be returned to me. After nearly five (5) months of waiting, the company then reneges on their earlier commitment to refund my $50.00. I can't believe that this company lies to its clientele. I spent over $450.00 to purchase the keepsake and the urn. The $50 the company owes me is only 11% of what I paid for the two items. Furthermore, I cannot believe that this company is quibbling over $50 after I spent $450.00.

Yet again, I cannot believe that this company is in the business that they're in. They have no compassion for their clientele who depend on them especially in hard and difficult times. When people are grieving, they are not seeing, hearing, nor understanding fully. I would think this company would understand this most of all. Shame on this company for ripping off people while people are in such a vulnerable state -- grieving the loss of a loved one, especially a parent grieving for her child!!!!!!!.

Regards,Br[redacted]

Business

Response:

The shipping information is not ambiguous as she claims. We very clearly state in bold on our website the following:

Review: I ordered a Aria Tree of Life Heart Keepsake for my sister in law, I gave them my name (Sharon ) along with my credit card number and was supposed to be billed to me, and SHIPPED to my sister in law Denise, well they billed me using my card with Denise's name and Shipped to me (Sharon). It was supposed to be billed to Sharon and mailed to Denise. I contacted them and they fixed the billing end of it, but it was still shipped to me. I live in Prescott Az. my sister in law lives in Wittmann Az. They messed up completely and I have contacted them 3 different times an have not heard anything back either time. It is 105 miles to my sister in laws house that I will have to drive now to deliver it my self. Can't even get an apology from them for messing my order up. That is really sad. I will not be ordering from them ever again.Desired Settlement: I feel that they should make it right somehow, it will cost me $25.00 to fill up my car and take it to them, which it should of been done in the first place had they paid attention to what they were doing. Thnks [redacted]

Business

Response:

We did receive two emails from the client and we called her twice and left messages on her answering machine, apologizing for the inconvenience.

Review: I purchased & paid for an item from Urns.com on December 3,2015. As of December 7, I had not received my item. I made numerous calls to Urns.com concerning this. I spoke with a very rude person "Jessica" every time I called. I informed her that the Memorial Service for my Mother was on the 12th, I was told the item shipped & I would receive it by then. They supplied me with the shipping information, turns out the sent another item I ordered with that shipping label. They never shipped the Angel Urn I ordered.

I finally received the Angel Urn on 12/15/15, 3 days after my Mothers Service. I called and told them I wanted to return the item, I was instructed to send it back by Priority Mail, I did that and paid additional money for a Signature Confirmation. They received the Package on 12/21/15 & was signed for by A. [redacted], USPS Priority Mail with Signature Confirmation was used.

To date, 1/4/16, I have not received my refund. I supplied Urns.com with the Delivery Information, as well as the tracking information that they wanted. They have not acknowledged my emails or phone calls. All this for $49. Something needs to be done to get this matter settled.

Thank You,

Melinda KriskieDesired Settlement: I would like Urns.com to refund the Monet that is owed me.

Business

Response:

She filed a complaint through PayPal and the money was already reimbursed to her by PayPal.