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Business Profile

Online Retailer

Make It Mine

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 172 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/20/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a card and a bath kit along with expedited shipping on 2/9. It still hasnt shipped even though I paid extra for shipping. I have emailed them three times with absolutely no response. I want my refund or my package!

    Business Response

    Date: 02/29/2024

    To whom it may concern:

    We are reaching out in response to the dispute initiated for customer's purchase with us. Firstly, we want to express our sincere apologies for any inconvenience customer may have experienced regarding the delivery of their order.
    Upon reviewing our records, we noted that the package associated with customer's order was indeed shipped to the address provided during checkout. According to our tracking information, it indicates that the package was successfully delivered.

    Order number: 9765
    Purchase Date: February 9, 2024 
    Delivery Date:  February 22, 2024
    Tracking number: 9405511206204992926820
    Tracking URL: **********************************************************************************
    Shipping Services: Priority Mail
    Shipping Address:
    Cam *******
    3610 **************
    ******* ** 30101

    Please be informed that our PopBoxes are meticulously crafted by hand to ensure the highest quality. As they're handmade, it takes a bit of time to complete. As stated on our website, during holidays or promotions, our usual processing times of 1-3 business days may be extended due to the higher volume of orders. This has been particularly significant during the Valentine's *** season, leading to delays in processing orders.

    If there are any issues or concerns regarding the condition or contents of the delivered package, please do not hesitate to reach out to us directly. We are committed to ensuring customer satisfaction and will do everything within our power to address any remaining issues promptly.
    Customer satisfaction as a valued customer is of the utmost importance to us, and we genuinely hope to resolve this matter amicably.

    Best, 
    Make It Mine

    Customer Answer

    Date: 03/05/2024

     
    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 even though I paid extra for fast shipping and it didnt ship until I made a complaint on BBB. 

    Sincerely,

    *****************************

  • Initial Complaint

    Date:04/14/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered from Make It Mine on 1/31/23. This was supposed to arrive before Valentines Day which is also my husbands birthday. The label was created on 2/3/23. Nothing happened with my order. Paid extra for premium shipping. Only 1 item was customized and the rest werent. Started asking for a refund on 2/9/23. *** sent several emails and a very few were answered. I asked if they would at least do a partial refund on the items not customized and also asked for full refund since it still wasnt saying complete. So many emails and so few answers. I filed a dispute with my bank. They, too, have not received anything from this company. My total order was $71.58. As of today, 4/14/23 I still have not received my order or a refund.

    Business Response

    Date: 04/20/2023

    Dear *******************************,

    We are sorry to hear that you have experienced a delay in processing and shipping of your order with our company. We understand that this can be frustrating and we apologize for any inconvenience this has caused you.

    We want to assure you that we have taken steps to streamline our operations and increase the speed of our fulfillment and shipping processes, and we are constantly reviewing our procedures to identify areas for improvement.

    We appreciate your patience and understanding during this time, and we want to do everything we can to make things right. 


    Thank you for choosing our business, and we hope to have the opportunity to serve you again in the future.

    Sincerely,
    Make It Mine Team

    Customer Answer

    Date: 04/20/2023

     
    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,

    *******************************

  • Initial Complaint

    Date:04/05/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On the 28th of *********** ordered specialty gifts for Valentines Day totalling $168.53. By Feb 7 I was getting concerned this wouldnt ship so I asked for a status. I was told by email: As for your order, I see you placed it on Jan 28. This has definitely been processed already! Probably, it will ship out the earliest time this week. Please no worries, Our team is committed to working very hard to ship the orders at the soonest possible time, **** assured your order will arrive just in time for Valentines Day.The gift did not arrive by Feb 14. In fact I it was sitting with a label created status for a month and a half. It finally arrived March 29 but I sent it back return to sender. I notified the company multiple times after Feb 14 that I no longer wanted the product because it was very late. They chose to ship it anyway in late March and now say it is unrefundable. I have challenged with my credit card company but have not yet received a confirmation that they will credit back. There are many many people complaining on the companys website saying they never received their product. There are many others like me. Www.makeitmine.co

    Business Response

    Date: 04/20/2023

    Dear *********************,

    We are sorry to hear that your recent experience with our company did not meet your expectations. We take all feedback seriously and appreciate your taking the time to let us know about your concerns.

    We understand that delayed processing and shipping can be frustrating, and we apologize for any inconvenience this has caused you. We want to assure you that we have taken steps to address the issues that led to this situation, and we are committed to improving our processes to better serve our customers.

    We value your business and want to make things right. 

    Thank you for your understanding, and we hope to have the opportunity to serve you again in the future.

    Sincerely,
    Make It Mine Team

  • Initial Complaint

    Date:04/04/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Valentines gift and they never delivered it. Multiple times I have reached out for an ETA and usually the don't respond but the few times they did they apologized for the delay and said they are processing it. I that been nearly 2 months. They haven't given me a refund or told me when they will be shipping my product. So basically they have stolen $100 or so from me.

    Business Response

    Date: 04/20/2023

    Dear *********************,


    We are sorry to hear that you have experienced a delay in processing and shipping of your order with our company. We understand that this can be frustrating and we apologize for any inconvenience this has caused you.


    We want to assure you that we have taken steps to streamline our operations and increase the speed of our fulfillment and shipping processes, and we are constantly reviewing our procedures to identify areas for improvement.


    We appreciate your patience and understanding during this time, and we want to do everything we can to make things right.


    Thank you for choosing our business, and we hope to have the opportunity to serve you again in the future.
    Sincerely,
    Make It Mine Team


  • Initial Complaint

    Date:03/31/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I place my order on Feb 6th and paid for priority shipping which was 3 days. Valentines Day has long passed, I just received my order today, March 30,2023!!! I emailed 3 previous times in February asking for a full refund of $35.02. Not once did I receive an email back or refund. We are 2 days away from April, I just received an order that was guaranteed to be here by February 9th!!!

    Business Response

    Date: 04/20/2023

    Dear *************************,


    We are sorry to hear that you have experienced a delay in processing and shipping of your order with our company. We understand that this can be frustrating and we apologize for any inconvenience this has caused you.


    We want to assure you that we have taken steps to streamline our operations and increase the speed of our fulfillment and shipping processes, and we are constantly reviewing our procedures to identify areas for improvement.

    We appreciate your patience and understanding during this time, and we want to do everything we can to make things right.


    Thank you for choosing our business, and we hope to have the opportunity to serve you again in the future.
    Sincerely,
    Make It Mine Team


    Business Response

    Date: 04/20/2023

    Dear *************************,


    We are sorry to hear that you have experienced a delay in processing and shipping of your order with our company. We understand that this can be frustrating and we apologize for any inconvenience this has caused you.


    We want to assure you that we have taken steps to streamline our operations and increase the speed of our fulfillment and shipping processes, and we are constantly reviewing our procedures to identify areas for improvement.

    We appreciate your patience and understanding during this time, and we want to do everything we can to make things right.


    Thank you for choosing our business, and we hope to have the opportunity to serve you again in the future.
    Sincerely,
    Make It Mine Team


    Business Response

    Date: 04/20/2023

    Dear *************************,


    We are sorry to hear that you have experienced a delay in processing and shipping of your order with our company. We understand that this can be frustrating and we apologize for any inconvenience this has caused you.


    We want to assure you that we have taken steps to streamline our operations and increase the speed of our fulfillment and shipping processes, and we are constantly reviewing our procedures to identify areas for improvement.

    We appreciate your patience and understanding during this time, and we want to do everything we can to make things right.


    Thank you for choosing our business, and we hope to have the opportunity to serve you again in the future.
    Sincerely,
    Make It Mine Team


  • Initial Complaint

    Date:03/30/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on Feb 8th (paid for 3 days shipping) they created a label on the 13th, and then never shipped the item. I contacted them on February 28th requesting a refund and it was ignores. I then placed a chargeback request with my bank and only then did they reply a month later on March 28th asking why I placed a chargeback when I haven't received my item yet. Only after my response to that did they ship my item so they can dispute the chargeback. This company scams customers, I am certain they would have never shipped my order and kept my money if it weren't for the chargeback.

  • Initial Complaint

    Date:03/30/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order was never received. In **** I was home the entire day and time it reported as delivered, but nothing ever came. This seems to be a common trend with this company. I was offered no refund or free replacement for the product I ordered. Shady company. Very unethical

  • Initial Complaint

    Date:03/29/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Feb 13 2023 I ordered a photo cube from Make it Mine.I was told it would arrive in 3 days.Feb 16 2023 I received email notification from **** that a tracking ticket was printed.The package never arrived. I have sent repeated emails to make it mine with no response.Their website does not provide any other method of contact.The charge for $31.97 was billed to my *****

  • Initial Complaint

    Date:03/28/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The date of the transaction was on 2/6/2023 I paid $85.11 for a Valentines Day box for her, the pop boxes, gift wrap, premium shipping protection and VIP order processing. I was expecting to get the present on 2/14/2016. I reach out to you when I dont get it and I get a response on 2/16/2023 with a tracking number . Almost the end of March, 3/24/2023 and I still havent received anything. I reached out various times and I get no answer. I want my refund.

  • Initial Complaint

    Date:03/24/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On February 10th I bought Make it Mines Standard Pop Card for ***** and the premium vip order processing for 10 dollars they charged me for it as shown in the receipt picture. I have tried contacting Make it Mine on several occasions to ask about a refund or updates on my package and they have yet to respond and ive gotten no further updates about my order since February 13th when i shipping label was created. Its been over a month now and I am mad that they have been lacking customer support and id like to try to get my money back.

Make It Mine is NOT a BBB Accredited Business.

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