ComplaintsforThe Big Clock Store

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a wall mount clock from the Big Clock Store back in August of 2023. I had to wait a contractor to get it assembled and mounted. But the clock delivered to me with the short hand fell off. I immediately contacted the clock shop and instead give me a new clock, but a replacement hand. After it was assembled the clock did not move at all. I called two times and left messages, tried to get the problem crossed to the Big Clock Store, it never returned my call. I also emailed the Big Clock Store, no response either. I am a retired person, lives on limited income. A company such as The Big Clock Store seems lack of fair business ethics in terms of treating a customer's problem. The not working ******************** still sets on the kitchen counter now, waiting for a guide of whether I should return the dysfunctional clock. and I should be properly credited . I do not want the clock store send me a new one, because it's a poorly designed clock. Like any online order, I have long paid the clock. I need to be fairly credited.

  Business response

  10/27/2023

  this narrative is completely fictitious, and borderline fraudulent.

  the customer ONLY contacted us through Esty and was promptly sent out a replacement parts order for what was allegedly damaged in shipping( per the listings description), which she claimed was an act of " customer "abuse"...no request for return was made or approved within the allotted return/ exchange window.

  i have records of all correspondence which show that this is a blatant misrepresentation of fact in an attempt to subvert the generous, stated policies on a handmade, made to order item; solely for their own financial benefit, which considering the "tone" of her messages and multiple allegations contained within seems to be their preferred modus operandi when it comes to online retailers. 

   

   

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hands on clock do not work. When battery is installed gears move but hands do not

  Business response

  09/13/2023

  customer has made ZERO efforts contact with us. no records of  any phone calls, no emails, and no messages through amazon... in fact the ONLY communication we have had with them was through the BBB, demanding replacement. had they bothered to read the listing of the item they bought, they would have seen that the movement is covered under our industry exclusive lifetime warranty and all they needed to do was actually contact us on the marketplace they made their purchase from and we would PROMPTLY sent out a replacement at NO COST to them.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  - Purchased on 11/07/22 online for a Christmas present.- Cost $149.00 It was opened on Christmas Day and we noticed it was broken upon opening. An email was sent on 12/26/22 to The Big Clock Company explaining the clock was broken. A generic email was sent in response directing us to a ******* tutorial that had nothing to do with the issue. I sent another email on 12/27/22 with pictures and a video showing the issues. They have not responded to me since. Ive sent another email on 12/30/22 and now on 01/06/23.I would like this clock fixed or my money back.

  Business response

  01/08/2023

  The customer was sent replacement parts on  Dec 03 2022 they are in transit see attachment , they are in transit . I consider this matter closed . 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two email complaints to the company about the clock quality eliceted no response. So I went to PayPal in an attempt to recoveror replace my purchase. The company wrote an absolutely ficticious response in an attempt to not refund or replace the clock in question. If I have to mount the clock in a slanted orientation to get it to look right on the wall, I should get a price adjustment of 50%.. Or, they are welcome to issue a FEDEX pick up order after shiping a suitable shipping box and take the clock back; refunding my entire purchase price.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a 30' wall clock on January 23 2022 online for $169.00. order # ************* the description states Bellingham blue large wall clock. Upon receiving the clock the color was no where closed to blue, but the color was turquoise. When reaching out to seller for return shipping label I was told "no if you want to return this you need to send it back to the manufacturer at your cost.." They stated there is nothing wrong with the clock other than you are not happy with the color. They go into there is many types of colors that are defined blue and gives me the definition of turquoise. I feel I have been falsely advertised. If you research the color blue it states blue is a color that is found in nature and is not mixed with any other colors. Blue is a singular color. Turquoise, on the other hand, it's not open for interpretation, because it's is a mixture of two colors. Blue and green equals turquoise therefore it is not just blue it's now a mixed tertiary color. I seeking full refund plus the shipping cost.

  Business response

  03/04/2022

  The clock is BLUE. it matches both the pictures in the listing and the items description. this customer is ACTING  under the misconceptions that

  A) Color, and their interpretation of color is NOT subjective.

  this is blatantly false. "color" is one of, if not THE MOST subjective issues known to man, especially when it comes to shades, and hues, etc. there are numerous variations of each color, and just as many " names" for reach one. 

  B)"blue" is an "absolute" color based on their limited knowledge.

  this clock uses a gradient of SEVERAL " blues" in its design, some of which could be considered "turquoises"( as turquoise is A blue) but is NOT the primary shade used in the design.

  C) their basic "understanding" of the elementary school "color wheel" somehow trumps a degree in color theory.

  we have explained to them EXACTLY why there claims are unfounded, why their "definitions" are inaccurate, and the arguments posed are at best either self righteous, nonsequitous (and frankly embarrassing) manipulations of equivocal fact and/or over massive over simplifications there of for the benefit of their false narrative. this matter boils down to a person leaning on a small shed of information they falsely continue to believe in, (even after learning they are incorrect) to " justify " their buyers remorse. they ordered a hand made, made to order, custom clock and received EXACTLY what they ordered in perfect working order, but want to return it claiming otherwise for whatever reason... they are upset we will not take back something they requested to have made for them, and trying to "come up" with something more" valid" than that.

  I  can and will follow up with the FULL TEXT of our correspondence which will show this to be the case, including photos.

   

*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. ↩