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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/13/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 05/09/2022 I placed an order to have a photo of my parents etched in a 3d image in a "crystal" ***** As it was advertised by the merchant, I received several emails and web links asking me to approve the work performed. I was unable to do so due to the work completed poorly and not to my satisfaction. I stated the specific reasons for my disapproval, and asked that the order be cancelled. I received an email stating that the cancellation fee was 90% as opposed to the 10% listed on the website. I paid $151.34 ($139+$12.34 tax). After several unsuccessful attempts to contact the merchant via the phone listed on BBB.org website, I would like to ask BBB.org to help me resolve the issue and receive the full refund for my order. Thank you.
Business response
05/14/2022
To whom it may concern,
The message sent to the customer stating that the cancellation fee is 90% was sent in error, as this was intended to be the refund amount, not the fee. The customer did not reply to that message so this went unnoticed. This refund of 90% has been processed and the customer should see these reflected in her account soon.Customer response
05/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.