ComplaintsforCasket Outlet

• Initial Complaint

  31/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Merchant delivered damaged item I asked for a New item. Merchant is insisting it can be fixed I have sought advice from three different merchants in the business and was advised it cannot be fixed and to request a New one. Item in question is a Bronze marker headstone *** ** *** **** ****** **** ** ******** **** ***** The marker I received has a large 2 inch gap between marker and granite as the marker was dropped most likely gap runs approximately 12 inches across the bottom of the marker. It cannot be fixed and I don't want it to be an eyesore if they hammer it back, the metal has been bent causing the gap and the damage is irreversible. I have had several emails with the merchant and they are refusing to provide a New one stating the manufacturer wont do it. The items was initially ordered in March 2023 and I received it in September 2023. Please put yourself in my shoes as I paid good money for a product NOT a damaged product. Merchant offered to pick up old one and than provide a New one 7 months later * ******* ******** **** *** ***** ********** ** ************ **** *** **** *** *** ** **** * *** ****** ******* * **** ***** ******** ******* *** ** ***** **** **** ******* *** ******** ** **** ** **** **** ***** ********* *** ******* ******** ** ** **** * *** *** *** **** ** ** ***** **** *** *** **** ** *** *** **** * **** *** ****** ****** *** *** **** ****** ****** ************ ** **************** ********** ****** ****** ********* ***** *** ******* *** ************ ** *** **** ****** ************ *** ** **** ****** ****** ************ ** **************** ******** ****** ****** ********* ***** *** ******* *** ************ ** *** **** ****** **** ****** ***** *** *** **** ****** ********************** 

  Business response

  01/11/2023

  We have notified the manufacturer regarding the issue of the bronze marker that was delivered. They sent their representatives to the cemetery to inspect the bronze in question and they notified us that it can be fixed. They also notified us that they will need to remove the bronze marker from the cemetery and send it back to the factory.

  This product is under warranty from the manufacturer and will be replaced of course, if it cannot be fixed. We've already explained the situation to the customer and a solution.

• Initial Complaint

  22/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed deposit Oct 2022 for a monument. As of today August 22 2023 we still have not revived the product nor a date that it will be ready. When we placed the deposit we were told June 2023 it would be installed. The information they give us often changes from one day to the next. For example, we were told today the monument was there in the shop being worked on. When we said we would come and see the color, we were then told it was else where and may not be there to see. We have visited the place multiple times. Multiple emails and multiple phone calls later, a $1017.00 deposit. We're 10 months in and still no clear indication of when it will be completed. Pls help us as reviews indicate this is a reoccurring issue. Thank you kindly

  Business response

  27/09/2023

  We apologize for the delayed response. The availability of stones caused us to be behind schedule.  Last week, the customer visited and approved the stone. This sequence will be followed in priority. Once more, I apologize for the confusion and the delay.Please close this file.

• Initial Complaint

  17/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order for a keepsake urn yesterday July, 16, 2023 and I wanted to pay with my card but still saying that my order is pending and I want to know if my card is gonna get charged at and if I’m gonna receive my order

  Business response

  10/01/2024

  Hi There,

  We apologize for the delayed response. The pending order for **** ********* (order number: *********) has been canceled and not charged. We have placed and delivered a new order for the same item to the customers' residence. 

  Thank you for your understanding.

  Sincerely,

  Casket Outlet

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩