On 2/22/18 I placed an order with this company for a cut out wooden eagle painted like the American Flag. Turnaround was stated to be 3-4 weeks.
The company was behind on orders because the couple had normal day to day jobs. Understandable. Then the delays were pushed back further because the couple was moving, which meant so was the business. Irritating, but still understandable.
Low and behold it is now 5/21/18 and I receive an email with a tracking number that the product has shipped. 5/30/18 rolls around and I track the package with the sent tracking number on UPS and the product has not even been dropped off or picked up by UPS at this point. I ask the company about it and they said they batch all the stuff for the week and print all the labels and then at the end of the week. Didn't fly with me since 5/21 was Monday and 5/26 would have been that Saturday.
The item was given over to UPS until late on 5/30 and I received it the next day on 5/31 and it was broken due to the poor packaging (See attached pics) and lack thereof any protective wrapping in the packaging. The tail of the eagle was literally falling off. I had to put it down softly to take the pics. They literally slid the eagle into a thin cardboard box and put some tape on it.
Once again I reached out to the merchant and was asked to send pics of the damage, the box and all that so they could put a claim into UPS. I did and was then told the next day on 6/1 that they would get a new one sent out the next week. On 6/15, I once again had to reach out to them because nothing arrived. This time I was told that they were busy with orders for Father's Day.
We will yours out next week. No really happy at this point, but what can I do. Being it was summer and life moves on, I forgot about it until I saw the broken item in the corner of the room and I had to reach out to the company again. This time I was told that they had to wait on the UPS Claim and the investigations take time, but we have one ready to send out.
At that point I decided that I wasn't going to be lied to any longer and just wanted a refund. I told the merchant this and he told me once I send the broken one back in, I would get a refund and they would be going against their own policy (35% Restocking Fee) on returned items to issue me a full refund. I was LIVID. What kind of company charges a restocking fee on an item that the customer received broken??
Also I would have to send the item back first before getting refunded.....How am I supposed to trust that is going to happen when it has now been six total months of delays and lies and I am just done. So I realized this was going nowhere fast and filed a BBB complaint and then the story changes again. They now state they did not get a claim back from UPS. The claim from UPS is not of importance to me as that is a direct reimbursement to the merchant, however that claim covers the value and replacement of the original broken item.
So they have my money and the claim and things with me were never made right so all I want is a refund and to move on and now they are fighting. I had to wait for the item for just over 3 months through no fault of my own. It arrived broken through no fault of my own and then I was lied to at least 2 times being told it is being sent and nothing. So as it stands, my issue is still not resolved and BBB is saying that the business made a good effort to try to resolve this.
WOW - So because it took them 3 months to send it to me, it should take another 3 months to replace it is basically what BBB is saying to me.
That is nuts. What would you do?
Reason of review: Poor customer service.