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:11/15/2024

  Type:Service or Repair 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 still after 2 attempts have not received the 11 shirts I purchased. I checked with mailman he never saw them I went to local post office they said they never had them. I really want the shirts to support suicide prevention due to the fact I lost my son in May 22 2023 if you can't give me a refund as of right now no one is responding to me

  Business Response

  Date: 11/15/2024

  Dear ****,
  
  Thank you for reaching out to us. First, we would like to express our deepest sympathy for your loss. Suicide prevention is a mission we are deeply committed to, and we understand how important it is for you to have these shirts for such a meaningful cause.
  
  After reviewing the order details, we have determined that your order was not placed through Til Valhalla Project. The order number provided corresponds to a potential scam website called ***********, which is unaffiliated with our organization. Unfortunately, this means we have no control over or involvement with the processing or delivery of your order.
  
  We strongly recommend contacting your financial institution immediately to dispute the transaction and report the situation. They may be able to assist you in recovering the funds. Additionally, we advise you to report the **** website to authorities such as the ************************ (***) or a similar consumer protection agency in your region.
  
  If you'd like to place an order directly through us, we would be honored to assist you in getting the shirts you need to support suicide prevention efforts. Please feel free to contact us directly at ************.
  
  We appreciate your support and understanding. Should you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  With heartfelt regards,
  ***** ********
  VP / Til Valhalla Project

  Customer Answer

  Date: 11/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  **** ******

   

• Initial Complaint

  Date:09/13/2024

  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 ordered a 9/11 tribute t shirt on 8/11/24. When I wrote to them on 9/08/24 to ask why I had not received my order they of course blamed the postal service. I have tracking through the postal service and it shows that a shipping label was made but no package was ever in the possession of ****. I asked them to overnight my shirt as I wanted to wear it for 9/11. They did not! The delivery showed that my shirt would't arrive until 9/12 so I asked for my money back. They would not give me my money back even though they did not deliver on their promise of getting me the shirt before 9/11 which was stated when I ordered from them! I would like my money back for their lack of business sense and failed promise.

  Business Response

  Date: 09/13/2024

  We are happy to offer a full refund, and would request that he send the shirt back.  You will receive an email of the refund.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair 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 purchased a shirt from them on 8/16. On 8/30 I received an email telling me the shipment is on the way. On 9/3 I received an email it was delivered. I checked my front door and locked mailbox but nothing was there. I posted, in my community *************** a missing package message. Next day I checked again, nothing. I sent an email to them on 9/4 explaining this. Their response was, their review of **** tracking shows it was delivered. They asked me to check with neighbors and/or wait a couple days because they have experienced instances where they arrived a few days after **** said it did. I have waited. I continued to email them. We are now 8 days after they said it was delivered and I have not received my shirt. I like this company because of their mission "Our goal is to preserve the Legacies of our Fallen Heroes by surprise-delivering memorial plaques to their families, funded by apparel. But our impact doesn't stop there." Hard to understand a company with this kind of mission having such a "too bad who cares" attitude towards their customers. I paid for something I have not received. Pretty simple. Send another or refund. Why I am struggling to get either from this company is hard to understand.

  Business Response

  Date: 09/11/2024

  Thank you for the updated information regarding your order.  We did open a case with **** when you notified us as not receiving the shirt, they reported it was scanned at your address, and am attaching their scanning information below.  I am not questioning if you received the shirt or not as I believe you did not, we just need to follow the protocols of the US Post Office.
  
  Communications with the customer service team is below and at no time do I see where they responded or sounded like it wasn't important, and I believe this review on BBB is unwarranted, but that is your choice.
  
  I have refunded the full amount requested from the requested chargeback to you financial institution, and if the shirt does show up some day, please feel keep it. 
  
  Thank you for your support.
  
  
  
  CS Communications:
  
  You:
  I received an email saying its delivered.  I haven't received my order.
  
  TVP:
  Hi *******,
  
  I have tracked your order, and it shows it was delivered by **** to your mailbox on September 3rd. We have experienced instances where packages may arrive a few days after the noted tracking/delivery date or are mis-delivered to neighbors in error.
  
  If you would, please check with your neighbors. If you do not receive your package as of September 16th, please let us know, and we will launch an investigation with *** and ****. May I verify your address, please?
  
  We thank you for your patience, understanding, and support in helping us save Veteran lives and Honor Fallen Heroes.
  
  
  You:
  I checked my mailbox again today and it's not there. I posted a message in my community *************** no response.  If you show it delivered, then please make another and send it or refund me.
  
  
  
  You:
  I received an email from you my shirt was delivered Tuesday 9/3. I checked and it was not. I posted in my ************** with no response.  Wednesday 9/4 I checked again and still nothing.  I emailed you.  Today, I just checked, it has not been delivered.
  ...

  You:
  I expect you to either refund me or ship me another to be delivered next week. Anything beyond next week isn't acceptable.
  
  ...
  You:
  I expect a response today or I will file a dispute with my credit card company. 
  
  
  

  TVP:
  Hi *******,
  
  While we understand it is frustrating when packages are delayed, delivery is truly out of our control once packages have departed our warehouse, and we are at the mercy of **** to deliver on time. We have policies in place with shipping carriers where we must wait a required timeframe (10 business days) before we can launch an investigation for missing packages, as most delays are ultimately due to issues within ****. If you have not received your package by September 16th, your package would be considered lost, and we will happily send you a replacement.
  
  If you have any other questions while we wait, please do not hesitate to reach out.
  
  You:
  You sent me an email on Tuesday telling me it was delivered. Not should be. It was. If you tell me it is there (not should be there) then you have no idea where it is and cannot tell me when, if at all, it will be delivered.  I submitted a dispute.  Credit me.
  
  
  You
  Poor
  
  
  **** Scan Tracking InformationDelivered
  
  Delivered, In/At Mailbox
  
  ***************************;
  
  September 3, 2024, 2:20 pm
  
  Out for Delivery
  
  LAND O LAKES, *************;
  
  September 3, 2024, 6:10 am
  
  Arrived at Hub
  
  LAND O LAKES, FL 34639 
  
  September 1, 2024, 8:00 am
  
  Arrived at **** Facility
  
  LAND O LAKES, *************;
  
  September 1, 2024, 6:24 am
  
  In Transit to Next Facility
  
  September 1, 2024, 5:41 am
  
  Departed **** Regional Facility
  
  YBOR CITY FL DISTRIBUTION CENTER 
  
  September 1, 2024, 5:27 am
  
  Arrived at **** Regional Destination Facility
  
  YBOR CITY FL DISTRIBUTION CENTER 
  
  August 31, 2024, 10:52 am
  
  Arrived at **** Regional Origin Facility
  
  ************ ** PACKAGE SORTING CENTER 
  
  August 31, 2024, 1:17 am
  
  Accepted at **** Origin Facility
  
  ***************, FL 32092 
  
  August 31, 2024, 12:02 am
  
  Shipping Label Created, **** Awaiting Item
  
  ***************, ** 32092 
  
  August 30, 2024, 9:01 am

  
  

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that them accepting the dispute which refunds me to satisfactory to me. In their response, they indicated no where does it show they did not take it serious. I clearly told them I did not get it after they shared **** information. They did not respond telling me I would get a refund or a new shirt. After a few days of not receiving the shirt, they should have taken action before I had to file a dispute and BBB inquiry. That is the reason they have a who cares attitude. I should not have to send multiple emails over multiple days.

  Regards,

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

   

• Initial Complaint

  Date:03/28/2023

  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 didn't receive an item I ordered and paid for. I never received the item or a refund. As a result, I canceled my membership. After I canceled my membership, they charged my card and shipped another item that I did not want.

  Business Response

  Date: 03/28/2023

  I have reviewed the email communications between our Customer Service Team and ***** regarding his Elite Membership and the “Celebrating Six Years” T-shirt he ordered on March 3, 2023, order #******** I can understand why ***** was not pleased with the responses he received from our team, two of his first inquiries did not receive a reply. Once he received a reply from us, it was a canned response that again did not answer his questions and concerns. This happened again in two additional follow-up emails he received from our team. From a customer's perspective, it is understandable the inconvenience and disappointment this type of customer experience creates. This example of a poor customer experience will be reviewed with our team to improve our customer service etiquette and experience continually.

  
  I spoke with ***** ***** on March 28th regarding his initial inquiry from March 16th to confirm what item he did not receive and immediately rectified the issue by reshipping the “Celebrating Six Years” T-shirt to him. ***** asked me to reinstate his Monthly Elite Membership which is now reactivated, effective April 1st. We had a lovely conversation, and I enjoyed speaking with him as we shared and learned about each other's life experiences. 
  

  On behalf of Til Valhalla Project, I sincerely apologize for the negative experience our long-standing customer and Elite Member, ***** *****, had with our customer service team. We strive to provide a superior customer experience to all of our Til Valhalla Project supporters, and it is evident we have fallen short in this instance. 
  

  
  

• Initial Complaint

  Date:07/11/2022

  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.

  June 3, 2022. 53.70 order number *******. Veterans Sweatshirt. I have ordered 3 sweatshirts and 3 t-shirts since November 2021. The last sweatshirt I ordered was a 2xl because I wanted a backup for the 2xl I had at home. When I received my hoody, I checked the tag to make sure the size was right and then put it in the washer. When it dried I put it on to wear it and I swam in it. I then double checked my tags to make sure they were sized the same. This was obviously sized wrong on the tag and should have been marked a 3xl. I called the company (after emailing- with photos, them a week prior) and right out the gate ****** cut me off and said they wouldn't accept a return because I had washed it and they couldn't resell it. Well why would they resell it? Its defective and the next buyer would have the same problem w the sizing. I am a Veteran and stand behind companies that help Veterans out but this one doesn't stand behind their own words of a no-hassle return policy or their product. If a product is defective- there definitely should be no hassle. I am now stuck with a sweatshirt that is defective.

• Initial Complaint

  Date:06/06/2022

  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.

  Ordered 3 tshirts on 5/16 , shows delivered 5/24 but never received product. Emailed business to see what can be done but they claim having to wait until 6/7 before they can launch an investigation. My credit card has been charged yet still no shirts. Wish I would have saw their reviews, seems customer service is lacking. They should refund me and then file claim with carrier, it's not my fault they used this particular carrier and perhaps misdelivered to wrong address. I asked all of my neighbors and even put it on **** **** & ******** but nobody has claimed they received it. I will not be placing any future orders and warning my network of their poor customer service approach.

  Business Response

  Date: 06/21/2022

  Hi ********,
  
  I have been working with this order since they first contacted us on May 26, 2022, saying they have not received their order. I let the customer know that we saw an increase in orders marked as Delivered by **** and then delivered 7-10 business days later. I advised the customer to please check with their neighbors to see if they accidentally received their order and to wait until the ten business days had passed due to *** and **** now allowing us to open an investigation before that time. At first, they were okay with waiting, but after a few days, they became increasingly *****. I advised the customer if they would like, they could attempt to file a lost package claim with **** before the ten days had passed. Once the ten days had passed, and they still had not received their order, we reshipped a brand new order to them at no charge. The reshipment was shipped out on June 14, 2022. As of June 17, 2022, they requested a refund; I advised the customer that we can not process a refund due to the reshipment having already left our warehouse; if they would like a refund, they can return the reshipment and we will process a refund. 
  
  As soon as our returns team receives the reshipment, we will be more than happy to process a refund to their original payment method. 
  
  Thank you,
  *****
  

  
  

  Customer Answer

  Date: 06/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Lies, I said from the beginning I either wanted the product now or a refund and I was told I would have to wait 10 days so then I said I wanted a refund and that I was not going to wait. I was never told they were shipping another order until I received confirmation that the order had shipped. I will not pay for this and have filed a dispute with my credit card company. I don't want their product and will refuse it if possible but since I can't be home 24/7 to refuse delivery at unknown times, then it's not my problem they re-shipped without notifying me 1st. The only reason they re-shipped is after I said I was filing a complaint with BBB. This is a shady company and the reviews say it all. I will not settle for anything less than a full refund.! They are full of excuses and again the reviews say it all. 

  Regards,

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