ComplaintsforPlanetArt LLC

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on May 8, 2024 for 50 prints. Before I hit submit, I triple checked when they would arrive because I needed them for a graduation party. App stated they would arrive by May 16. May 16 came. No photos. I contacted them. AI bot is useless. So is the customer service rep that kept trying to gaslight me by saying May 18. I would not have ordered if it said May 18.

  Business response

  05/19/2024

  Thank you for your inquiry regarding our customer, *************************.  I have reviewed the  information provided and our information contained in the correspondence.  I can understand that it may have caused confusion.  We provide customers with a time to produce as well as ship.  It appears that the order was tracking to arrive on time, however, the customer anticipated this to arrive earlier.  We apologize for the confusion to the customer. 

  On May 17th, we provided the customer with a full refund of their purchase and require no return of the order.  We again apologize that we did not meet the customer's expectation with regard to the arrival of the photos.

  ****************************** Mgr., Customer Experience

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

   

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered pictures every month from FREEPRINTS since November 24,2012. (97 times). They sent me a coupon for Valentines Day that expires February 29, 2024. At 3:15am Feb 29th I ordered my pics & applied the coupon code for my free 5X7 pic. They claimed the coupon is expired but it is dated for Feb 29, 2024. My picture order was over $40 & I paid it but have since cancelled my order. I should get my FREE 5X7

  Business response

  03/08/2024

  Dear Valued Customer,

  Thank you so much for your continued patronage with FreePrints; we appreciate you and we thank you for being our customer. 

  This appears to be an issue due to leap year!  The promotions were printed correctly as it was intended to last through 2/29/24, however, the promotion appears to have inadvertently ended on the extra day of the month.  We are so sorry that a silly error like this caused you such difficulty.

  I note that you cancelled your order and received a refund in the amount of $40.10.  I have reprinted the entire order, including the 5 x 7 at no cost to you.  It will not take away for your credits etc.  As you know it takes a bit of time for processing and this package is scheduled to arrive to you on or before 320/2024.

  Please keep my name below and contact me if you encounter any issues like this in the future and I would be happy to assist at any time.  My email address is ***********************************.

  Again, our apologies for this inconvenience and thank you for allowing us to make this right for you.

   

  ****************************** Mgr., Customer Experience
  

   

  Customer response

  03/10/2024

   
  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,
  
  ***********************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on November 30th with confirmation that my order would arrive before Christmas. I received an order confirmation with a tracking #. On December 22nd, I reached out to notify them them that my order still had not arrived and that every day I checked the tracking information it said it would arrive same day, but each day it was due to arrive, it didnt. This went on for weeks of saying it was due to arrive. I never heard back from Personal Creations, so I reached out again and asked them to refund my money, as I still had not received my order. It is now January 6th, and I still havent heard back from them, they never refunded my money, I still havent received my order.

  Business response

  01/08/2024

  Dear Valued Customer,

  We are so sorry but it does appear that the order you placed was lost in transit.  I wish I could explain why we didn't immediately assist you with a replacement ornament(s) or a refund but I will learn that are I dig deeper into your conversations with Customer Care.

  Today I have provided you with a full refund of your order.  I tried to be able to also replace your ornaments but the number of family members (5) were sold out.  I selected two alternate ornaments with your personalization to at least allow you to have an ornament for the years 2022 and 2023.

  Again, I can't apologize enough for the time it took to resolve this issue.  I can promise you that I will look into this as this is not the way we assist our customers.  You should have been immediately assisted and for that, I am sorry.

  Your refund will appear in your account within 2-3 business days (it's immediate for us, but each bank has it's process for debiting your account.  I have also overnighted the two new ornaments for the family.  Those will arrive on Thursday (please give it a day or more just in case as ******** (where we are located) is bracing for a pretty large snow storm.

  Happy New Year!
  

   

  Customer response

  01/09/2024

   
  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,
  
  H Bol

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed a order through the app for pictures on 12/2/23. They charged me for this to ship them out. It was to be delivered to me on 12/9/23. As of 12/23/23 I have not received my order. I have reached out to the **** on 12/18/23 and they can not locate the package. I tried to contact someone from this company and there is no way to contact anyone. I googled a phone number for them, not a good working number. I tried to message them through the app and can only talk to a ** system who will not allow you to chat with a live person. I left a negative review for the app on the play store and someone did reply back and asked me to email them but when I did that the email was bounced back and not a vaild email address. I tried to cancel my order online as I no longer need nor want the pictures as I had to go have them printed out at my local ********** They will not allow me to receive a refund. The ** system on the app tells me I can only wait for them to reprint the pictures and ship them back out. That is not what I have asked them to do. Awful customer service and I honestly doubt this company is even legit at this point. I know its a small amount but at this point its the principle of doing this to a paying customer, no matter the cost, especially around the holiday's.

  Business response

  12/27/2023

  Dear ****************,

  Please accept my most sincere apologies for the issue you experienced.  we are completely focused on making our customers happy and giving satisfaction with your order.  It doesn't appear that it went that way with our AI assistant this year.  I have reported this to our tech department for further improvements.  To keep our costs very affordable to our customers, we have email assistance only for our applications and through AI assistance. 

  It appears as though your reprints are on the way (I'm sorry; they are in the mail but have dates stamped on the back which might be a plus for you) and tonight, I have applied a full refund to your order.  You should have received confirmation of that via email separate from this.  The refund is immediate and the reprints shipped standard yesterday. 
  

  This is definitely not typical of the service we provide and again, I extend my most sincere apology!

  ****************************** Mgr., Customer Experience
  

  Customer response

  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

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is regarding their wholly owned subsidiary FreePrintsApp. Their legal address is listed as the same as the parent company here. On 2 December 2023 I placed order FP189580266314. I ordered 60 free prints, 1- 16x20 canvas, and 4-8x10 canvases. I received the 60 free prints about 2 weeks later. and the larger 16x20 canvas a few days later. The 4-8x10 canvases were marked delivered with the 16x20 canvas, which they absolutely were not. I sent in a help ticket and received no response. The ** Bot stated speaking with a person wasn't possible. I checked my junk email folder, still nothing. The ** Bot reissued the order, and today I received one, single 8x10 print jammed in my mailbox. I chatted back in for help and the ** Bot filed another ticket and assured me a human would reach out. They have not, at any point tried to rectify this issue. The ** Bot said the missing items could reprint and be delivered after 4 January. Obviously this is not acceptable as the holidays will have already passed and these are gifts. I ordered these well before the holidays. I requested that these prints be redone and shipped overnight so that they may arrive before 24 December, as this order wasn't correctly handled.

  Business response

  12/27/2023

  Dear **************,

  I am incredibly sorry for the mishandling of your order.  This is simply not typical of the type of service we provide.  We do rely on various partners, including the postal services who push 8 x 10 canvas in a small mailbox but ultimately, we are responsible.  I so wish that we would have been able to rush these to you however, our vendor partner was experiencing a delay and we simply were unable to fulfill this order before Christmas.

  I have provided a full and complete refund of your order; $143.41 tonight.  I am so incredibly sorry for this unfortunate situation.  If there is something else we can do to make up for this situation i.e., mail the 8 x 10 canvas's to your gift recipient, please email me directly as I'm happy to do it.

  ****************************** Mgr., Customer Experience

  (**************************************************************

  Customer response

  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

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on personal creations website for two ornaments for my granddaughters. I paid for expedited shipping and guaranteed arrival of Dec. 1. It did not arrive until Dec. 2 after I went out of town. I needed those for presents for my granddaughters. I have contacted them for a refund and received no response.

  Business response

  12/05/2023

  Dear ****************,

  Unfortunately, our carrier delivered your package late by a day.  We are sorry as we did not note at the time of your order that this was an urgent package.  The $2.99 extra payment you made does not provide that guarantee like an overnight delivery which at a much higher cost, provides that guarantee.  We are so sorry the carrier missed you by that day.

  We ask our carriers to deliver by but we don't provide a guarantee as once it leaves our warehouse, it is in the hands of various postal companies.  Upon contacting us on 12/5, a refund of your upgraded shipping of $2.99 was refunded.  As goodwill, I have refunded the full remaining amount of your order of $44.80 bringing the full refund to $47.79. 

  As we are still a couple of weeks before Christmas, you can ship these to your grandchildren and still make it for Christmas as I am not requiring you to return the product.  Just as a suggestion for future purchases, the carrier system becomes very unreliable in December; I'd suggest that you look at our various ornaments a bit earlier in the year.  And any time you have an urgent delivery, please contact us so we can do what we can to help get that package to you on time.  I realize next day air is expensive ($14.99) in addition to the cost of standard, but perhaps we can help before it becomes an issue.

  I hope this meets with your satisfaction; we send along our best wishes for a wonderful holiday season!

   

   

   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a sign from then. A date was typed one number off. Contacted them within literally 10 minutes of ordering to rectify the mistake. They claim it was already processed and shipped and the mistake cannot be fixed. 1. ********** processes and ships an order that quickly. 2. What good is something personalized that is wrong. 3. I understand I made the mistake, but their system is c*** if within 10 minutes of an order they cannot change a simple mistake. This has happened to me before with another personalized order from a different company and they fixed it immediately because they understand no one wants to spend money on something that will be wrong. Again I ultimately understand that I typed the number wrong, but they need a better system for fixing a mistake. Something that was supposed to be a special present is now worthless.

  Business response

  05/08/2023

  Dear ******************,

  Our most sincere apology for not taken better care of your situation upon contacting us.  I was further disappointed that it wasn't only with one person, but with several.  The agents involved will receive coaching to make sure this doesn't happen in the future.

  I have replaced your canvas with the corrected date (thank you for providing the correct birthday).  I've picked the slightly larger version at no cost to you; there are so many grandchildren, I think slightly larger will look even better.  This does come from one of our offsite vendors but I've upgraded shipping so it will arrive on or before Friday.  This sounds like it's intended to be a Mother's Day surprise.  I've also refunded the cost of the product in your order.  Although you received a discount of 40%, I've provided additional discounting of $27.11.  This will go back to your credit/debit card immediately at which time your bank will make the funds available according to their normal procedures.

  I'm again, so sorry for this inconvenience, your time and  your frustration.  The canvas is adorable and I just know that this gift will be a hit now that is is corrected!  If I can provide any additional information, please feel free to reach out to me at ***********************************.  You've seen us at our worst; please come back again as this situation  is not typical of the service we provide! 
  

  ****************************** Mgr., Customer Experience
  

  Customer response

  05/17/2023

   
  Better Business Bureau:
  
  The company responded with a full refund. I am satisfied with their response.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a personalized gift from Personal Creations. The gift was personalized with my data and information, but included NO DETAILS on who sent the item to me. How and why would such a gift arrive? In contacting Personal Creations with the order number, they REFUSED to let me know who ordered this item and sent it my way.They also refused to accept my return of this item.I believe all this is in violation of my privacy rights.

  Business response

  01/29/2023

  Dear BBB & ****************,

   

  It is for purposes of privacy that we were unable to provide the sender information to you.  We are unable to disclose the purchaser information for any of the recipients.  Although the agent you spoke to was correct indicating that, the agent could have reached out to the sender via email to ask them to reach out to you.

  There was a card attached which was unsigned so i am unable to provide that information either.  However, I have reached out to the person who sent along the gift and have asked that they contact you directly.

  We are terribly sorry for any inconvenience this may have caused you or your gift giver and I have apologized to that person as well.  It's my hope you will receive a call at some point today or tomorrow so you will know who sent the gift along.

   

  Thank you for your understanding and patience.

   

   

  Customer response

  01/30/2023

   
  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

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Monday, December 12, 2022, my wife ********* ordered personalized stockings four our family at the cost of $218.82. On the website and indeed on the web page where the stockings are advertised and sold the following unconditional money back guarantee appears prominently displayed."PERFECT GIFT GUARANTEE Your personalized gift or home decor item is guaranteed to delight! We'll make sure you're 100% satisfied, or your money back."When the stockings arrived, we found the quality to be poor and the color to be faded. The red was more orange and did not match the color shown on the web site. We could hardly be less satisfied. When we attempted to arrange a return for our money back personalcreations.com refused to honor this contract. They stated they only accept returns for item defects. Nowhere on their web site is their any verbiage limiting their unconditional money-back guarantee. They are engaging in unethical and dishonest business practices. We ask the BBB to mediate a full refund of our money as promised in writing by personalcreations.com.

  Business response

  01/24/2023

  Dear Mr. ***** *****************,
  
  We do have a 100% satisfaction guarantee and I cannot believe that out of 2 of our seasonal associates, a refund wasnt provided.  I sincerely apologize for this situation.  The Better Business Bureau does not have to work with us to provide a refund, I have provided it to you today. 
  
  Had I taken your call, I most certainly would have worked with you to select an alternate set of stockings or did whatever I could to make you happy.  That, unfortunately is what the two associates failed to do.  Im so sorry your Christmas was spent without your new stockings.
  
  I have refunded you in full today; please check with your bank as it will post back to you account in accordance with their policies (usually 2-5 business days).
  
  Again, please accept my apologies for the issues you experienced this holiday season.  We are a very good Company and we make our customers #1 always.  If youd like to give us a try in the future,please reach out to me (keep my contact information below) and I am happy to help in any way.
  
  *************************
  Sr. ***** Customer Experience
  

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

  Customer response

  01/30/2023

   
  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,
  
  ********* And *********************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/13, I placed an order for a personalized kids raincoat that was estimated to be delivered on 12/16. When it was not delivered by 12/21, I reached out to their live chat customer service. I've attached screenshots from that conversation. Not only was the order not received on time (which may be understandable given the holidays), but they also could not substitute any in-kind replacement. I am awaiting a full refund but nothing has come through yet. I understand refunds typically take 3-5 business days to come through but given the plethora of additional complaints and bad reviews, I am not confident that the refund will come through at all. Since the attached conversation earlier today, I have not been able to get in contact with the company again.

  Business response

  12/23/2022

  I am unable to find this customer based on the information provided.  We ask that she provide the email used when placing her order or her order number so we may research and resolve this issue on behalf of the customer.  Thank you; we will make sure to provide the customer with a speedy resolution as soon as additional or alternate look up information is received.  Thank you in advance for any assistance that can be provided!

   

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

  Customer response

  12/27/2022

   
  Complaint: 18626125
  
  I am rejecting this response because: there was no action, the company claimed to need more info. Order #************ was placed under the name **************************
  
  Sincerely,
  
  ****************************************************

  Customer response

  12/29/2022

   
  Complaint: 18626125
  
  I am rejecting this response because: the company refuses to take action. 

  The order (Order #************) was placed by *************************, ******************* The email confirmation is attached.

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

  Business response

  12/29/2022

  We thank the customer for providing the details of her order as the name and email provided to the BBB was different than that used when the purchase was made.  Also, the order number allowed me to determine why this situation occurred. The record shows that our customer reached out via chat, however, i cannot find the text the customer has provided. I'm so sorry that is unavailable.  Our records show that the customer did call to check status of her order on 12/21 and unfortunately, tracking was not available.  It appears however, that the associated offered a replacement or refund but the end of the chat was not completed; it looks as though the chat was somehow disconnected.  We are sorry the customer had so much difficulty reaching us.

  This item comes from our vendor who has indicated that all orders have shipped however, as their warehouse is closed, I cannot get details on the package's position.  If this does delivery, the customer may keep the item.  Since it did not arrive as scheduled, i have refunded the full amount of the order; $54.00.  Please allow 3 to 5 days for the credit to show on your account (as it typically takes a bit for the bank to process.  

  Again, our apologies to the customer for the issues she experienced; it was not our intention for her to encounter such difficulties.

   

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

   

   

  Customer response

  01/04/2023

   
  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,
  
  ****************************************************

*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. ↩