Complaints

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.

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  7/25/22 Purchased two ornamental architectural pieces (corners for over a door) about the size of two golf *****. The total cost was $11.49 charged to my credit card. Later in the month after reviewing my bank statement, I have find an additional charge from this company on 7/28/22 for $20. Upon calling them, they claim that this is a shipping charge, I ask for the amount to be removed and they refuse. Nothing was ever stated when I purchased this item that any charges would be added for shipping. I would NEVER have gone through with a purchase for such a small item had the shipping charges been that high. I am disturbed that I gave a business my credit card information in confidence and they continued to use that card without my permissoin to add charges at will that are out of my control. I think this is wrong.

  Business Response

  Date: 09/16/2022

  This is in response to the complaint from *************** on how Pearlworks conduct business.

  
  We are a family-owned manufacturer that has been in business for more than ******************************************************************************** an evolving business world.
  We are not able to ship our products for freewe dont pad the cost of an item and say free shipping, we have a handling cost for the cost of the material such as boxes, and protective material and labor.
  

  It states clearly on our website our shipping and handling policy, in several places.
  We also force our customers to read our shipping policy,via a pop-up window prior to the sale.

  
                  This is an online order that was placed on July *********************************************************************** order for her to check out:

  
  Shipping and 5% domestic or 7.5% Intl. handling will be charged once parts packaged. Most parts ship in 4-5 bus. days depending on Qty. Orders under $100 are subject to a min. handling fee of $5 and min. shipping charge is $20 ALL SALES FINAL. 
  

  Mrs. **** apparently ignored this window coming up on our website before making her purchase final, and now shes smearing our company on social media and with you the BBB.
  Luckily, we have many very satisfied customers, yet these comments cant be undone.  Sadly, she made her problem our problem.  We value our clients in the upmost ways and we would have worked with her to make it right for future, but instead she chose this route.  May *** Bless her!

  Customer Answer

  Date: 09/20/2022

  I purchase items all the time w/ free shipping. When a Company gives me a total, I feel that's what I AM AUTHORIZING you to charge to my card. Three days later when the item was shipped another

  $20 shipping charge was added for an $11.49 item. I never authorized that, and had absolutely no idea until my bill came some weeks later.  That is a ridiculous shipping cost for two little rosettes (together the size

  of a golf ball). Who would pay that much shipping for an $11.49. I would not have purchased that had I known. 

        Why wasn't the shipping charge included with the total like everyone else does?  This is deceptive on all fronts. You were given both my address and zip code. Most people like myself are shopping on-line for

  convenience and to save time. We deserve a company that isn't going to hide behind 45 minutes of reading fine print to find some hidden $20 shipping charge that you claim is there. People deserve to know what

  they are buying/paying upfront. I bet you wouldn't be willing to blindly purchase an item and have to wait until your bill arrives weeks later to see what you have been charged for 'shipping. Very impractical!

  Pearlworks need to be honest and forthcoming before abusing someone's trust when giving out credit card information, tha'ts what I am most angry about. That you went back

  after the fact and added whatever you pleased and used my card yet AGAIN!

  Business Response

  Date: 09/21/2022

  Madi,

  
  It clearly states in simple English on website that shipping cannot be determined at the time of booking Most orders are multiple part orders, once we put these various parts in a box and weigh it, then we   at this time determine box size and weight for an accurate cost for shipping.  We are VERY upfront about all charges for parts.
  
  Once the client checks the approval box they agree to these terms.  Sadly, the customer did not read the terms and conditions and now that she is mad wants to blame it on us.  She stated she did not read this in the response..unfortunately, We have no way of knowing whether a client reads what they are agreeing to.

  Customer Answer

  Date: 09/27/2022

  There was never a pop on your site telling me I could not purchase your item without authorizing you to go back later and charge a shipping fee. I have been purchasing items on line 

  I have shopped on line for many years and I HAVE YET TO encounter ANY ordering system work like this.  I strongly question if you'd be open to ordering an item, if your credit card was being given and you had no idea whatthe charges would be. I ordered a tiny little part (the size of a golf ball) The charge of $20 was excessive. I would never have ordered a $11.49 item and agreed to pay $20 for Shipping.not many people would.

  I did search the internet, and there were others remarking about how your company had gouged them for shipping, SO it isnt just me who finds your system flawed. 

  I called and asked you over the phone for some of that shipping fee to be refunded. YOU REFUSED, so last chance!!! If you choose not to then I have every right to warn others that your web site is not user friendly and that you don't care about what happens after you trick people into purchasing items with an open ended shipping policy. A business shouldn't have to operate in such a deceitful way. 

  Lastly, when I do business I do not feel the need to bring religion into it. Thats a personall/private matter. Just because you throw a "God bless her in there" In no way makes you or your company rightous.