ComplaintsforThe Headstone Guys

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Jan 26,2022, I purchased a headstone from this company (Order # 26743 ) and received the necessary approvals from the cemetery and paid the required installation fee of $475 and submitted the required approval to this company. Prior to submitting the order, I asked "how long Will it take to receive the headstone?" They indicated that typically it would take 6-8 weeks. On May 2, I sent them an e-mail requesting a status update on my order. Their response was that I would be notified when the headstone was to be sent. They made no effort to quantify the time frame which made their answer virtually useless. It is now July 22. almost 6 months since the order was submitted and have heard nothing from these people. I have called but no one answers the phone. My request remains the same when will I receive the headstone that I paid for in full six months ago? Thank you for your assistance in this matter.

  

  Business response

  07/27/2022

  Hello ******,
  We are sorry you feel this way. As stated on our website, some of our stones are on taking longer to receive from our supplier due to Covid-19 supply chains. Unfortunately, you ordered a stone that was on back-order.
  Due to Covid-19, as per our voicemail message and the confirmation email that was sent to you when you placed your order, “OUR PREFERRED FORM OF COMMUNICATION IS E-MAIL FOR INTERNAL ACCURACY AND QUALITY CONTROL PURPOSES. THIS WILL ALLOW FOR A QUICKER RESPONSE TIME AS WELL.”
  

  Please see the below correspondence of us informing you of the status of your stone multiple times:
      - 5/2/2022 we received a voicemail from you asking for status of your order.
      - 5/4/2022 you emailed us on asking for the status of your order.
      - 5/4/2022 we responded to your email stating, “As per our production supervisor, the stone will be completed and shipped by Friday of this week. Thank you in advance for your patience and  understanding.”
      - 5/10/2022 we emailed you informing you that your stone had shipped and provided you with the tracking information.
      - 5/16/2022 we received another email from you stating you were contacting the BBB.
      - 5/16/2022 we responded to your email stating: “Your stone shipped 5/10/22. You were emailed tracking information on 5/10/22. I have attached a screenshot of the email sent to you. Please check the tracking information for status update. If you have any further questions, please contact us. Thank you.”
      - 5/18/2022 your stone was delivered
  

  Please understand that we must check with both our production department and our shipping department before we can provide you with the most accurate status update. We responded to your email the same day. Your order shows that the shipping address is a Cemeteries address. Please check with the cemetery to confirm delivery of the headstone. Please contact us if there was any issue delivering the headstone.
  Our Mission here at The Headstone Guys is to provide all families with quality headstones at affordable price points and to ensure that they experience a stress free process from point of purchase to the product being delivered to the site in perfect condition, and we apologize for the inconvenience this has caused. We do not take it for granted when families have chosen our company to provide them with the headstone for their loved ones.

  Customer response

  07/28/2022

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID 176****4, and find that this resolution is satisfactory to me.

  
  

  Apparently,the e-mails that were sent to me by the headstone guys and my cemetery ended up in my spam file.   I receive hundreds of unsolicited e-mails during the month which I erase in batches of 100 without reading any of them.  I must have received the subject e-mails and blindly erased them.  I apologize for wasting both of your times.

  
  

  Thank you all for you assistance in this resolved matter.

  
  

  ******
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a tombstone for my mother from The Headstone Guys. The order number is *****. I placed this order April 14, 2022. I contacted them and they emailed back saying it is taking a while due to being short staffed. Also I have been trying to add something to my order but they don't return calls and say the best way is to email them. I have emailed them and called several times but cannot talk to a real person. I am having issues with my main phone and ask them to call my secondary phone but they do not. I think waiting 4 months to get a tombstone is to long.

  

  Business response

  07/20/2022

  Hello *****,
  We are determined every day to provide exceptional customer service to each family that has entrusted us to produce a memorial for their loved ones. We do take complaints very seriously, as we do take pride and stride for excellence every day. We are sorry you feel that the Headstone Guys did not address your order in a timely manner.
  We tried contacting you multiple times. Please see the below timeline:
  •        5/19 requested cemetery contact information
  •        5/23 requested cemetery contact information
  •        5/24 unable to leave a message for cemetery as line is disconnected. emailed customer asking for alternative contact information for the cemetery
  •        5/26 emailed courtesy reminder to customer unable to leave a message for cemetery as line is disconnected asked for alternative contact information for the cemetery
  •        6/1 requested cemetery contact information again
  •        6/14 emailed customer courtesy reminder requested cemetery contact information again
  •        6/15 emailed customer FINAL courtesy reminder requested cemetery contact information again
  •        You emailed us on 6/15/22 at 11:40am providing me with the cemetery contact information, and 39 minutes later at 11:59am you emailed us asking for a refund stating you filed a complaint. In your email at 11:40am you stated you were having a difficult time contacting the cemetery as well.
  Per company policy, once we had exhausted all contact attempts and you were also having a difficult time communicating with the cemetery. You were issued a full refund on 6/15/2022. Thank you.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order Confirmation from The Headstone Guys ORDER #: 26756 Ordered on 25 January 2022 YOUR STONE INFO Stone Cut Type: Bevel Size: 24 x 12 x 6-4 Base Size: 0 Color: Black Template: Single Design 10 INFORMATION TO BE ENGRAVED Name: ****** ***** ***** Sr. Dates: DEC 17, 1954 - DEC 05, 2004 Epitaph: Beloved Husband, Father & Grandfather $893 payed on 22 January 2022 for the full amount it is now 04/05/2022 I have been asking for an update no response on the phone or email. Any assistance would be greatly appreciated.

  

  Business response

  04/07/2022

  I understand Mr. *****'s concern. We did email Mr. ***** an update on 4/5/2022, just before this complaint was filed.
  

  
  

  We do inform all our customers manufacturing can take up to 8 weeks from the customer's approval, which Mr' *****'s is at. In the email we sent, we explained the particular monument ordered is still unavailable. We offered Mr. ***** an option for a monument we have available now, and that would include a $1**.00 price reduction. We are looking for other options at this time as well, and will present those as we realize them.

  
  

  This morning, we just received another update from our supplier with an ETA of mid May. Supply issues in this industry are still strained, and although we have implemented actions to reduce the impact of these difficulties on our customers, occasionally we have disruptions that neither our customers or ourselves wants.  We will continue to search for alternative options, and other sources for the particular monument for Mr. *****.
  

  
  

  
  

  
  

  

  Business response

  04/19/2022

  We have searched for other suppliers, and other options to fulfill this order, and we are not finding anything that will work other than the proposal we previously offered of a flat style that will cost less than the bevel.

  We talked with our supplier that we have this bevel on order with, and their latest ETA to the Oakland Port is 5/6/2022. The issue is still present with container ships waiting for weeks to enter the ports to be unloaded. The Headstone Guys would certainly prefer to have the raw material available in a timely manner, and provide our customer's monuments without delay. We are doing all we can to reduce these supply disruptions on our customers, this size however is one of the items we are not finding alternative options too. I ask you Mr. ***** just be patient a little longer, an as soon as this bevel comes in, we will get it completed immediately, and shipping out to you.
  

  Customer response

  04/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1698**64, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Oct 21, 2021 I placed an order for a grave marker for my recently deceased wife. I was told the order completion to shipment would take 6-8 weeks. I paid with VISA credit card accepted by telephone. This did not happen. On Jan 3, I requested an update on the order status and was told sandblasitng was complete but painting and drilling for a vase remained to be done. Two to three weeks was estimated completion. By Jan 27 I had still not received the ordered. I contacted The Headstoneguys and was told two to three additional weeks were required to complete the order. Not having received the order by Feb 24, I attempted to contact the company by email and phone. They responded to neither. The phone number routes my message to a recorder. I have called three times and emailed twice. No response. I am afraid that I have been cheated.

  

  Business response

  03/23/2022

  I do apologize for the delay.

  This order had a vase hole, which is a process we do not do in house. We have used a local company for many years to perform this service for us, but they recently closed. We began using another company for this, and unfortunately the experience was disappointing and frustrating. I understand how difficult it is for Mr. ******, it was the same for us. We would inquire when to expect the vase hole to be completed, and then relay that to Mr. ******, only to have that date arrive, and the hole not completed. After way too much time had gone by, and numerous inquires, and of course, us asking to expedite the work, we were in a lose/lose position. Do we pick it up, and try to find another vendor or stick it out where we are, all bad choices.  
  

  I am so sorry for the delay, and the issues.

  Luckily, it was delivered on 3/18/22.

  
  

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