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:12/05/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I ordered a Christmas Ornament from this company Big Fam gifts. When the order showed it had been deilvered on 11/23/24 I contacted customer service. I have been emailing a representative called **** ***** @ bigfamgifts. He sent me a photo of a house where the pkg. was delivered. It was not my house, an obvious misdelivered package. This person wanted a photo of my house, which I sent. Now he keeps telling me that he's checking with his delivery service. I just want my money back or a refund.

  

  Business Response

  Date: 12/17/2024

  Dear *****,
  
  I hope this message finds you well. I'm really sorry to hear you had such an unpleasant experience with your online purchase. Unfortunately we are not the company you placed your order with, please note we are Family Gifts *** and our website is **************************************************, we offer many different products, but ornaments are not one of them. In addition, we've searched in all our customers data base and your name or address does not match any previous or existing orders. We have a goal to answer all our customer's emails in ***** or less,  we also provide our contact numbers everywhere in our website, since we have a phone staff ready to answer any concerns.
  
  I truly hope you get a hold of the company you ordered the product with, and get your desired resolution. Please let us know if there's anything we can help you with.
  
  Regards,

  Customer Answer

  Date: 12/31/2024

   
  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.
  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 12/31/2024

  It seems that I had the wrong company email address in the first place. The address should have been **************. 

  Can we reopen with the correct company email address? 

  ********* Kelly 

  Customer Answer

  Date: 12/31/2024

  I wish to reopen this complaint using the correct email of the company I feel I was dealt with unfairly.

  It is ********************************

  Thanks 

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

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On 12/18 2023 I placed an order with family gifts for to premium canvases as a Christmas gift for my wife. Said 10 to *************************************************************************** confirmation of the order getting ready for shipment. The order number is ******* and I spent $127.23 which was charged in my Discover card. I want the order to be fulfilled or refund my money now. Very bad business and to take orders for something that you have no intention of sending someone or taking their money, I guess that's what this company likes to do just take people's money. Hoping to have this problem rectified sooner than later. I have sent emails asking for status of the order and I've tried a phone number that was on the website and nobody answers it, so that tells me they just want to take off with your money and to heck with whatever they're trying to sell I won't be using this company again and I will be making sure people on ******** and social media know that they are a joke.

  

  Business Response

  Date: 01/13/2024

  Dear *****,
  
  I sincerely apologize for the inconvenience you've experienced with your order (#******) and the frustration it has caused. I understand how important it is to receive your Christmas present on time, and I deeply regret that we have fallen short of your expectations.
  
  I have investigated the matter, and it appears there was a delay in processing and delivering your order. I want to assure you that this is not the level of service we strive to provide, and I am truly sorry for any distress it has caused.
  
  To make things right, I will process a full refund of $127.23 to your Discover card immediately. Additionally, I will personally ensure that your order is fulfilled promptly, and you will receive a confirmation with the updated delivery timeline shortly.
  
  I want to emphasize that this situation does not reflect our usual standards, and we take your feedback seriously. We are actively addressing the issues in our order fulfillment process to prevent similar incidents in the future.
  
  Once again, I apologize for any inconvenience and frustration you've experienced. We value your business and appreciate your understanding. If you have any further concerns or questions, please feel free to reach out.
  
  Thank you for bringing this to our attention, and we are committed to rectifying this situation promptly.
  
  Sincerely,
  
  

  Customer Answer

  Date: 01/16/2024

   
  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. They have already returned the payment for the product, I am still skeptical that I will ever see the items as they said they would send anyway. I since have not heard from them with any more communication about the subject. I doubt I will use their services in the future. Its frustrating that I had to use BBB to get any kind of response. If they make good, I may use again but that is yet to be seen. I wish they would learn from their past mistakes, but it doesn't seem they do. They have a ************** really would like if they had better customer service. Guess we will see if they keep their word and I get the things I ordered in the next few days.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/18/2024

  We have issued a full refund and successfully processed and delivered the order. The delivery occurred on Thursday, January 18, at 9:26 A.M., with *** tracking number: 1ZF6355EP209152572.

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service 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.

  I place an order in their website on December 10th. The total amount of the purchase was $111.98. I was told it would be shipped in time for Christmas. After multiple inquiries via email and leaving voicemails for their customer service, I still do not have an update on my order. This company is nothing but a scam and I want ALL of my money back.

  

  Business Response

  Date: 01/13/2024

  Dear ****,
  
  I sincerely apologize for the delay in the processing of your order (#******) and the frustration it has caused. Your experience is not reflective of the level of service we aim to provide, and I understand the importance of receiving your order, especially when it was intended for Christmas.
  
  After investigating your case, I found that there were unforeseen delays in the production process, and I want to express my deepest apologies for any inconvenience this has caused. We acknowledge the significance of your purchase, and we take full responsibility for the delay.
  
  I am pleased to inform you that your order is now on its way, and I appreciate your patience in this matter. According to the *** tracking number 1Z58F6210339749256, your package is currently in transit and is expected to reach you soon. You can track the progress of your shipment through the *** website.
  
  I understand the frustration you have experienced in trying to reach our customer service. We are actively working to improve our communication channels and ensure a more responsive service.
  To make amends for the delay and any inconvenience caused, I would like to offer you a partial refund of 20% of your total purchase amount. This refund will be processed immediately and should reflect on your original payment method shortly.
  
  Once again, I sincerely apologize for the delay and any frustration this may have caused. Your satisfaction is our top priority, and we are committed to making things right. If you have any further concerns or questions, please feel free to contact me directly at *******************************************************.
  
  Thank you for your understanding and for giving us the opportunity to rectify this situation.
  
  Sincerely,

• Initial Complaint

  Date:12/25/2023

  Type:Delivery 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.

  On Dec 14, I purchased a personalized sign for my family as a Christmas present. The website promised over and over I would receive it before Christmas. I then bought some additional items in order for my order to exceed $100 to receive free shipping - which I was then still charged for.I have exchanged 12 emails with various representatives of the company who dont read the previous email thread or address the issues I am complaining about.For instance, as soon as I placed the order I was sent an email asking me to proofread/confirm the order. I responded with the free shipping issue and the proofreading that wouldnt work. They didnt respond to EITHER problem.I emailed them again a couple days later to let them know I was concerned it wouldnt get here by Christmas (despite their promises and representations). They emailed indicating it WOULD arrive by Christmas and they had upgraded my shipping method to ensure it would, and that I would receive a new tracking number shortly (I have attached that email).The above representations were untrue at best and likely fraudulent (e.g. why would you have to UPGRADE shipping on something you already guaranteed for Christmas delivery and how could you upgrade shipping if you had ALREADY actually shipped the items)?It is now 11PM on Christmas, the items have not been delivered, I have not received the promised tracking number and the **** app indictates the items have not been shipped. I have not received any further updates from Family Gifts Co.Thank you so much for your time in reviewing this and helping me get this resolved. I want a full refund since these were Christmas presents or I want them delivered immediately at a MASSIVE discount (since I will now have to pay to ship them and wont get to give them to my loved ones in person). Feel free to contact me with any questions you may have via email or telephone. I appreciate your help. Happy Holidays!

  

  Business Response

  Date: 12/26/2023

  Dear *****,
  
  I hope this message finds you well, although I'm deeply saddened by the situation you've encountered. Firstly, I'd like to express my sincere apologies for the frustration and inconvenience caused by your recent experience with our company. Your feedback is invaluable to us, and I want to extend my heartfelt apologies for the multiple issues you faced throughout the ordering process. I truly understand the importance of timely and accurate service, especially during the holiday season.
  
  Upon reviewing your case thoroughly, it's evident that we fell short of meeting your expectations in various aspects, from miscommunications to the delayed delivery. Please accept my sincerest apologies for the inconveniences caused by these discrepancies.
  
  As a gesture of goodwill, I have processed a full refund to your original payment method. Furthermore, I want to assure you that we are committed to making this right. As a courtesy, we will reprocess the entire order at no cost to you to ensure your gifts arrive promptly and meet your expectations.
  
  Your satisfaction means everything to us, and I am personally overseeing the resolution of this matter. I assure you that corrective measures are being taken to prevent such issues from occurring in the future. We deeply value your trust in us and appreciate your patience and understanding.
  
  Please allow me to extend my apologies once again, and if there is anything else I can do to make amends or assist you further, please don't hesitate to reach out directly to me.
  
  
  Thank you for your understanding and for bringing this matter to our attention. We are committed to restoring your trust in us and hope to have the opportunity to serve you better in the future.
  
  
  Warm regards,

  Customer Answer

  Date: 12/31/2023

   
  **mplaint: 21054846
  
  I am rejecting this response because:

  Family Gifts response to me (which only occurred AFTER I sent a number of unanswered emails to them and filed this complaint with the BBB) included a promise to promptly reprocess my order and deliver it promptly and free of charge and included the following language:

  Your satisfaction means everything to us, and I am PERSONALLY OVERSEEING the resolution of this matter. I assure you that corrective measures are being taken to prevent such issues from occurring in the future. We deeply value your trust in us and appreciate your patience and understanding.
  
  Please allow me to extend my apologies once again, and if there is anything else I can do to make amends or assist you further, please don't hesitate to REACH OUT DIRECTLY TO ME.
  
  Warm regards,
  *****************************
  Family Gifts **. Care Team
  "**************************"
  Site: www.familygiftsco.com
  E-mail: *******************************************************
  Phone: ************
  Support: Mon.-Fri., 9AM-6PM EST

  (Emphasis in ALL CAPS supplied by the complainant, *****************************)

  Based on this response, I attempted to contact ************************ directly by calling the 800 number listed DURING the non-holiday business hours indicated above.  The outgoing voicemail identified the company but claimed all their representatives were busy helping other customers and immediately asked me to leave a voicemail with no option to wait on hold for the next available customer service representative.

  I left a detailed voicemail for *********************** Including my name and phone number, my order number, and the date and time I placed the order.

  As of this writing I have AGAIN heard NOTHING from Family Gifts ** despite all of Mr *********** flowery language assuring me (and the BBB) that he would handle this personally and assure that this didnt continue to happen to other customers.

  This is a straightforward printing order.  If they are a legitimate company they should simply print the order, ship it, and send me a tracking number so we can all move on instead of spending more and more time talking about a $100 order.

  I am not optimistic this will happen at this point.  But I am hopeful Family Gifts will prove me wrong.  

  Have a great **** and my sincere thanks again for your help in getting this resolved!

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/13/2024

  Dear **********************,
  
  I trust this message finds you well. I appreciate your detailed account of your recent experience with Family Gifts *** and I sincerely apologize for any inconvenience caused.
  Upon thorough investigation, I confirmed that a full refund has been issued for your order. Furthermore, a complimentary replacement order was dispatched and successfully delivered on Friday, January 5th, at 1:42 pm, as per *** tracking number 1ZF6355EP237793890.
  
  I understand the importance of your order and share your desire for a swift resolution. If there are any lingering concerns or if you require additional assistance, please feel free to reach out. Your satisfaction is our top priority, and we are committed to ensuring that your experience aligns with our standards of excellence.
  
  Thank you for your understanding, and I sincerely appreciate your patience throughout this process. Wishing you a prosperous ****, and should you have any further questions, please do not hesitate to contactus.
  
  Best regards,

  

  Business Response

  Date: 01/17/2024

  Dear **********************,
  
  I trust this message finds you well. I appreciate your detailed account of your recent experience with Family Gifts *** and I sincerely apologize for any inconvenience caused.
  Upon thorough investigation, I confirmed that a full refund has been issued for your order. Furthermore, a complimentary replacement order was dispatched and successfully delivered on Friday, January 5th, at 1:42 pm, as per *** tracking number 1ZF6355EP237793890.
  
  I understand the importance of your order and share your desire for a swift resolution. If there are any lingering concerns or if you require additional assistance, please feel free to reach out. Your satisfaction is our top priority, and we are committed to ensuring that your experience aligns with our standards of excellence.
  
  Thank you for your understanding, and I sincerely appreciate your patience throughout this process. Wishing you a prosperous ****, and should you have any further questions, please do not hesitate to contactus.
  
  Best regards,

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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.

  No call back

  

  Business Response

  Date: 01/02/2024

  Dear ****,
  
  I hope this message finds you well. Firstly, I want to extend my sincerest apologies for the inconvenience and frustration caused by the lack of a callback. We deeply regret falling short of providing the expected level of service and communication that you rightfully deserved.
  Regarding your order, we are pleased to inform you that it was successfully delivered today, Tuesday, January 02, at 1:52 P.M., as indicated by tracking number 1Z58F6210339892903. Your satisfaction is of utmost importance to us, and we understand the importance of timely and *****************.
  We completely understand your disappointment and frustration, especially in the absence of the callback you requested. This is not the level of service we aim to provide, and we are taking steps internally to ensure better communication practices in the future.
  Please accept our deepest apologies for any inconvenience caused. Your feedback is invaluable, and we are committed to learning from this experience to improve our service.
  
  Warm regards,

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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.

  I have called this "company" several times and have not been able to reach anyone. It tells you to leave a message, however, you cannot leave a message and it hangs up on you. I have reached out several time VIA email asking that someone contact me, however that has not happened. I continue receiving emails with conflicting information, which include delivery issues (after receiving previous emails about verifying my address), tracking information that is not valid, etc. I do not believe this is a legit business and do believe people, including myself, are being scammed.

  

  Business Response

  Date: 12/22/2023

  Dear ******,
  
  I sincerely apologize for the inconvenience and frustration you've experienced. I understand your concerns and would like to address them promptly.
  Upon reviewing your complaint, I investigated the matter further. According to the *** tracking number (1ZF6355EP221277567), your order has indeed been delivered, and I've attached a photo as proof of delivery for your reference.
  
  Regarding the challenges in reaching us by phone and the conflicting information received, I deeply regret any communication issues encountered. We're committed to improving our customer service and ensuring a seamless experience for our valued customers.
  
  I've personally addressed the technical issues with our phone system and have taken measures to prevent any future difficulties with messages and call connectivity. Additionally, I've alerted our customer service team to contact you promptly to address any remaining concerns and provide the necessary assistance.
  
  Your satisfaction is our priority, and I hope this resolution provides clarity on the delivery status of your order. We value your feedback, and I assure you that we take your concerns seriously.
  If there is anything else I can assist you with or if you have further questions, please don't hesitate to reach out to me directly at ******************************************************** We appreciate your patience and understanding.
  
  Warm regards,

  

  Business Response

  Date: 12/27/2023

  Dear ******,
  
  I sincerely apologize for the inconvenience and frustration you've experienced. I understand your concerns and would like to address them promptly.
  Upon reviewing your complaint, I investigated the matter further. According to the *** tracking number (1ZF6355EP221277567), your order has indeed been delivered, and I've attached a photo as proof of delivery for your reference.
  
  Regarding the challenges in reaching us by phone and the conflicting information received, I deeply regret any communication issues encountered. We're committed to improving our customer service and ensuring a seamless experience for our valued customers.
  
  I've personally addressed the technical issues with our phone system and have taken measures to prevent any future difficulties with messages and call connectivity. Additionally, I've alerted our customer service team to contact you promptly to address any remaining concerns and provide the necessary assistance.
  
  Your satisfaction is our priority, and I hope this resolution provides clarity on the delivery status of your order. We value your feedback, and I assure you that we take your concerns seriously.
  If there is anything else I can assist you with or if you have further questions, please don't hesitate to reach out to me directly at ******************************************************** We appreciate your patience and understanding.
  
  Warm regards,

• Initial Complaint

  Date:12/17/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I made a purchase on November 26th 2023 as a Christmas gift. I have yet to receive any update status regarding tracking, production, or delivery. I have sent 6 emails with a generic response. Ive made 5 phone calls with only 1 call back and 1 conversation. The first call back I received said the order would be expedited and I would receive the item on the 13th of December. The package never updated and was never shipped. The second phone call said the package was noted as expedited and I would see confirmation emails. I have yet to receive any call backs, the package, or response to my emails. I am not sure if this company is a legit business or if they have poor customer service and management.

  Customer Answer

  Date: 12/17/2023

  I was told twice that the package was to be expedited . I just received an email that it would arrive December 26th. I purchased on the 26th of November. Again the company was suppose to rush delivery. This is being done with ill will and malicious intent. Emails continue to come in saying if purchased today youll have before Christmas. This was a Christmas gift for my parents from their grandchildren and now we have nothing to give them on Christmas. PLEASE ASSIST!

  

  Business Response

  Date: 12/22/2023

  Dear *******,
  
  I sincerely apologize for the inconvenience and frustration you've experienced. I understand your concerns and would like to address them promptly.
  
  Upon reviewing your complaint, I investigated the matter further. According to the *** tracking number (1ZF6355EP200919386), your order has indeed been delivered, and I've attached a photo as proof of delivery for your reference.
  
  Your satisfaction is our priority, and I hope this resolution provides clarity on the delivery status of your order. We value your feedback, and I assure you that we take your concerns seriously.
  If there is anything else I can assist you with or if you have further questions, please don't hesitate to reach out to me directly at ******************************************************** We appreciate your patience and understanding.
  
  Warm regards,
  

  

  Business Response

  Date: 12/27/2023

  Dear *******,
  
  I sincerely apologize for the inconvenience and frustration you've experienced. I understand your concerns and would like to address them promptly.
  
  Upon reviewing your complaint, I investigated the matter further. According to the *** tracking number (1ZF6355EP200919386), your order has indeed been delivered, and I've attached a photo as proof of delivery for your reference.
  
  Your satisfaction is our priority, and I hope this resolution provides clarity on the delivery status of your order. We value your feedback, and I assure you that we take your concerns seriously.
  If there is anything else I can assist you with or if you have further questions, please don't hesitate to reach out to me directly at ******************************************************** We appreciate your patience and understanding.
  
  Warm regards,
  

  Customer Answer

  Date: 12/28/2023

   
  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:11/25/2023

  Type:Delivery 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.

  I have been contacting this company multiple times to assure that I am getting what I ordered, but I have been told that shipping has started, yet it still says the order needs to be fulfilled and that it has not shipped yet. My order number is #BFT2024 and I ordered it well over a week and a half ago. Please ship the item immediately. Thank you.

  

  Business Response

  Date: 11/27/2023

  Dear ****,
  
  I hope this message finds you well. I'm truly sorry to hear about your unpleasant experience with an online purchase. However, it seems there might be a misunderstanding; we are not the company from which you made your order. We are Family Gifts **** and our website is www.familygiftsco.com. While we offer a wide array of products, "Sweatshirts" are not among them. Furthermore, after thoroughly searching through our customer database, we could not find any record matching your name or address for any past or current orders.
  
  Our commitment is to respond to all customer emails within 24 hours or less. Additionally, we have a dedicated phone staff available to address any concerns you may have. I genuinely hope you locate the correct company responsible for your order and achieve a satisfactory resolution. Please do not hesitate to reach out if there's anything else we can assist you with.
  
  Regards,

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair 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.

  I placed an order for a gift that was suppose to be here by Christmas. I placed an order for a HOME FAMILY NAUTICAL SIGN . It was to have 5 names overlooking a dock and ocean scene. One of the names were incorrectly spelled. I contacted immediately and was under the impression that it was rectified. Come Christmas, there was no gift, no notice and a lot of embarrassment. Looking at the order status, it said that it was still as I had just placed it and no movement. I did however get an email after my complaint stating that it was delayed. There was no notice to inform me before, and no care that it was not being delivered as stated. Fast forward a few weeks later, stating the the shipment was shipped, I had replied and inquired that I had had to have the original corrected, as the owner had assured me that it would be done, but received nothing in reply except a tracking number. About an hour later, the item arrived. It was not corrected and I was really mad. Now I went back to the 15 step communication attempt to get some resolution, but as everything else with this company. I asked to have a telephone conversation but was ignored and sent another message that made no sense, and was more like a blanket statement. Making a complaint through ETSY, I was immediately contacted through email with more blanket statements. I am looking to have a refund as well as whatever the company plans to do. Before I go to other sites that I can express my issues that so many others have done after looking at their complaints here. It seems to be a common theme and not a isolated incident. This is a horrible way to do business and not address the same issues that seem to plague not only myself, but hundreds of others. Below is the supposed Corrected print that clearly was not corrected. The correct spelling is ********, NOT WHAT WAS SENT TO ME!! IT WAS A CLOSE ATTEMPT, THAT WAS CLOSE, BUT NOT CORRECT.

  

  Business Response

  Date: 02/06/2023

  Dear *****,

  I hope this message finds you well. I'm really sorry to hear that you had such an unpleasant experience with your online purchase, the holidays are always a bit overwhelming! Rest assured we will fulfill your desired resolution immediately. I have issued a full refund in Etsy (attached se receipt), as well as processed a new replacement Photo Print with the correct spelling of the names at no cost to you. You should be getting this replacement Photo Print between 5-7 days. I apologize for the inconvenience, please let us know if there's anything else we can assist you with.
  
  Regards, 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18820055
  
  I am rejecting this response because: I am just really angry about the whole communication process with this company. I ordered a Christmas gift with the complete understanding that it would arrive before CHRISTMAS and this didn't happen. I reached out several times and the company didn't respond or offer any solutions. It was not until I contacted the BBB that the company decided to respond. I would like a full and complete refund.  I would like proof of this also because I do not trust nor do I have any confidence in them also. So with this being said, it was a horrible experience and will never ever use them again.  Also I want to add that I didn't go to to SOCIAL MEDIA and bash them for all to see and embarrass them. This in hind sight may have been a retribution for my looking like a dope and making excuses as to why I did not come through and looking like an idiot.

  SO TO SUMIZE, REFUND AND PROOF POSITIVE OF THE REFUND.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/05/2023

  Type:Delivery 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.

  Order #****** placed on December 10, 2022 with 5 items including four canvas paintings and one coffee mug. To arrive prior to Christmas. on 12/21/22 I received from *** (tracking 1Z58F6210303324414) only a single coffee mug without any canvases. Total weight of the package with box and mug was 1.1 pound reflecting only the single mug. Since I didn't receive the item on that date I called Family Gifts Company at **************. I also emailed. No Response. Total amount paid for this is $298.52. I have sent over 10 emails and over 14 calls without a response. I was able to speak to a single customer service agent on 12/30 and informed him that I have left emails and calls without a response to rectify the problem. He told me "I am out of the country in customer service and we are short staffed. Someone will call you on 1/2" I have received now zero calls, call backs, email responses for over 22 episodes of attempted contact to the company. I have not received the remaining items. The company should send me the items requested and refund me my money. This is not appropriate customer service. The ********************** website says "Family Gifts *** represents a community of *** based loving family members who care about giving back. " However the company doesn't even have its customer service in this **********************. The website also suggests "90 Day 100% Happiness Guarantee: if you aren't happy with your order for any reason, contact our customer service team within 90 days and we will make it right!" However I have contacted numerous times since I have not received my items, let alone by the promised Christmas Holiday. The website also says: We love to hear from our customers! If you have any questions or comments, please feel free to contact us Monday - Saturday, 9AM - 6PM EST. Our goal is to respond to every customer question within 24 hours" And yet I have heard nothing back. Please assist as the customer service has been nonexistent.

  

  Business Response

  Date: 02/02/2023

  Dear *****,

  I hope this message finds you well. I'm really sorry to hear that you had such an unpleasant experience with your online purchase. I apologize for any delay in communication with our team, the holidays are always a bit overwhelming! For shipping and handling purposes sometimes we ship the items separately. I see that you received 3 canvases on January 17th and the remaining canvas the following day (January 18th) according to *** tracking numbers: 1Z58F6210303083630 - 1Z58F6210313495042 - 1Z58F6210328654548 - 1Z58F6210333808694. 
  
  Lastly to fulfill your desired resolution, we have also issued a full refund back to your original payment method. It should reflect in your banking statement within 3-5 business days. Please let me know if there's anything else I can assist you with.
  
  Regards,