ComplaintsforCrystal Plus, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an award on Feb 9 and it was delivered to an address with signature required which was not obtained. The award is still sitting at ***** waiting to be returned to ********** so it can be sent to me in ********. Nobody can give me a time that I can expect to receive the award which is needed for a meeting. **************** is terrible and can only put in a request that I can speak to someone about getting a refund so I have to hope that I will get a call back from someone who can assist me in getting a refund. I would never use this company again. **************** = 0. There is loud music playing when you talk to the representative on the phone. VERY unprofessional. I am going to reorder this from my reliable vendor who I use on a consistent basis.

  Business response

  02/13/2024

   Hi *****,
  
  Thank you for your feedback. We apologize for the delivery issue with your order. 
  
  Since you requested a signature requirement for the package, your order was unfortunately unable to be delivered as there was no one at the shipping destination to receive the package from our shipping carrier, ****** when it arrived. ***** attempted three times to deliver your order (1/30, 1/31, and 2/1), but was unable to successfully obtain a signature or contact a recipient to ensure delivery. As it was undeliverable, the package was set to be returned to us, the shipper, as per ***** protocol. You *** view the details of the ***** transit record here: **********************************************************************************************;
  
  Based on the information we received from ****** we expected to receive the returned package within 5-7 business days. We are unable to provide any information for a new estimated time of arrival until the original package has been returned to us. Unfortunately, it appears that the package was lost in transit after being placed on hold by ***** per your direct request. We have contacted ***** on your behalf to inquire about the status of the returned package, but since it has been almost two weeks as of today (2/13) and the package cannot be located, we have initiated a lost package claim. 
  
  In the meantime, we have processed a replacement piece for you, which is scheduled to be shipped out tomorrow (2/14). You should receive your replacement order by Thursday, 2/22 at the latest. We also have refunded you the reshipping fee to re-ship the returning package since it is not applicable anymore.
  
  Please note that once an order is completed, the package is in *****s hands and any issues that *** arise, such as delivery issues or how undeliverable packages are handled, are out of our control. We can only guarantee our production time and ship-out date based on the confirmation of your proof approval, which was fulfilled on our end with your initial order. Once an order is shipped out, tracking information is sent out to customer, and it is the customers responsibility to ensure that they are available to receive and sign for the package.
  
  Again, we apologize for any misunderstanding or inconvenience that *** have caused you. We hope this addresses your concerns, and that you will still enjoy your personalized piece. If you have any further questions or concerns, please feel free to contact our **************** Team and we will be happy to help you out.
  
  Thank you,
  Crystal Plus Management

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Crystal Star with the name and date of death of my ******* It said "**** ******* *********** was in production. ********************************************************************* So I called ******* Plus and asked if they could change the date. They put me on hold, the woman I spoke said she would go in the back and pull it out of production. Then she said to change the date, she'd have to charge me **** Eventhough, I was told that I was able to have 3 changes for free. But she said it was in production and ready to ship out so, they'd have to charge me *** to correct the date to ********** I said fine. Then the day of ***********, the ***** driver delivered the 2 ornaments and when I opened them up they had the wrong date ************** So I emailed ******* Plus and asked for a refund. Today ***** sent me an email stating she wants to see a *********** of the mistake and for me to email it to her. I replied by telling her that I already filed a complaint with the ********** Attorney ******** Office including the Purchase Order and emails. Invoice for Order#XXXXXXXXX. See email from her below. Hi ****, Thank you for reaching out to us and we are sorry to hear about the engraving error to your order. Please provide us the photographs of the engraving error and we will be happy to send a replacement asap. We look forward to hearing from you soon, thank you. Best Regards, ***** Customer Service Team Tele: ************ ***************

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/25) */ We apologize for our human error. Unfortunately, production missed updating your new proof to make your pieces initially. Our service department already sent you an email to confirm shipping out your replacement tomorrow and will refund you the $30 proof change fee since we did not complete your change request. Please understand the $30 proof change fee was applied After you approved your initial proof. We do offer 3 free revisions Before the artwork is approved. At the point when you requested the change, you already approved your proof and we already spent time setting up production file accordingly. That is why we had to charge $30 for the proof change After the approval. When there is a wrong engraving error, we require a picture to show incorrect engraving just for our internal record so we can better ensure correct file version will be applied to your replacement piece. I hope you would understand our labor and material costs that occurred for your change request. Again, we apologize for your inconvenience and you will receive a tracking number for your replacement when available.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order*********** Order was made under my work email, ****************************** I was led to believe by a call with one of your associates that the ********* of *************** would be an actual sample product that would be shipped to me. After realizing that this proof would only be a virtual ******** it was too late as I had already approved the proof, and was unable to change the quantity of my purchase. I fully intend to order 12 items but just wanted to order 1 for now as a sample, before the customized product is approved by my manager. The product has not gone into production yet so I am just requesting the quantity be reduced to 1 for now.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/08) */ Hi ****, Thank you for bringing this case to our attention. While we apologize for the misunderstanding, we would like to clarify that it has never been our company policy to offer a free physical engraved sample due to the permanent nature of the engraving process. All our artwork proofs are free digital design templates in PDF format and are emailed to our customers within 24 hours of the order being placed; this process allows customers to make any revisions and changes to their artwork layout as needed. As our representatives explained to you, once you checked out your order, your items were pulled from our available stock and were in the process of being prepared for production after we received your approval. Per company policy, any changes made to your order quantity during this stage will be subject to a restocking fee of 20% of the subtotal of the items being restocked. This option was offered to you, as well as an alternative option to split your order into two shipments so you can receive 1 engraved product for inspection first, and we could hold off on engraving and shipping the other 11 products until you are ready to proceed with your full order. While we also typically charge an extra $30 artwork fee to make changes to your artwork proof after we receive your proof approval, we also offered to waive this fee and allow a free revision to your text or layout to accommodate your special request. We also explained that the permanent nature of the engraving process would mean that the design on your 1st engraved product would not be able to be able to be modified or changed if you opted to make a design change to your 11 remaining pieces. We hope this answers your concerns. If you have any further questions, please feel free to contact our customer service department by emailing ************************ or call us at ************ from ******** *** - ******* Thank you, ******* Plus Management Team

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