ComplaintsforTouch of Modern

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for $129.61 on the website Touch of Modern and never received the item. After several attempts to contact the seller, they've refused to answer my request. This company has through deception sells products they do not have.

  Business response

  08/28/2024

  Hello, 

  We apologize for the inconvenience youve experienced with your order. Unfortunately, due to external factors, we had to cancel your order. However, I want to assure you that a full refund has been processed. We appreciate your understanding and hope to have the opportunity to serve you better in the future.

  Thank you,

• Initial Complaint

  08/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a few items form touch of modern on March 22, 2024. I also notified *** that I am moving the beginning of January 2024. They send the item to my old address and now it missing. I called my old apartment manager and also notify Touch of Modern multiple times and still no result.

  Business response

  08/28/2024

  Hello,

  We apologize for the trouble you've experienced with your order. We understand that this situation has been challenging, and we're committed to resolving it as quickly as possible. We have reached out to you personally to offer a few solutions and work towards a resolution.

  Thank you,

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a watch on July 5, 2024. The watch was paid for on July 6, 2024 on my credit card and according to Touch of Modern's website, the sale for that watch closed on July 6th as well. The item listing indicates that it should ship in 2 - 3 weeks. The info button on the shipping estimate further explains that because these items are ordered in bulk, the shipping is really more like 2 - 4 weeks.I have never received an estimated ship date from Touch of Modern other than the information on the listing. As they explain it, there should not be such a delay because the sale closed on July 6.On July 30, I asked for an update; having had no contact from Touch of Modern; they replied with an apology email but no further information. On August 8, I sent an additional email explaining that I still had no information, I received another apology with an explanation that it had been escalated. On August 14th I received the exact same message word for word.On August 15th I mentioned the repeated messages with no actual information about the status of my order. On the 18th of August, I mentioned that I see similar types of complaints on the BBB website and asked for either confirmation of delivery happening no later than Aug 30, 2024 or cancellation with refund by Aug 21.On the 20th, I received a message offering 10% store credit if I continued to wait. I replied that our relationship would be least damaged by receiving a full refund.Aug 19 - They replied that they would refund shipping cost as store credit; I don't know what they thought was going to happen with the other $750?I again replied that I just want the order cancelled and refunded.I have checked and asked and waited and simply want it cancelled and refunded.

  Business response

  08/24/2024

  Hi,

  We sincerely apologize for the ongoing issues you've experienced with your order. Please know that we have initiated the cancellation and refund process for your order, and we're working to ensure this is resolved as quickly as possible. Your patience and understanding mean a lot to us, and we're here to make sure your concerns are addressed.

  Thank you,

  Customer response

  08/26/2024

   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.

  
  

  Thank you.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bracelet from this company which completely fell apart after normal wear. I wrote to them and asked for a replacement. The same item was no longer available so rather than refund my money, they gave me a store credit. I then ordered another item using the credit plus additional funds. The total order amount was ***** which was taken from my account on May *********. $59.99 for the item, ***** for shipping, 1.27 for ship shield and 6.30 for tax. By July 15th this item was still not delivered. After several emails to this company, I finally got a reply that ***** was being refunded after the order that I never received was cancelled by them. I explained that I expected the total amount refunded and that additional store credit is not acceptable. After one order containing a garbage product and another order that never showed up, I have no intention of ordering from this company again and consider their holding of my $59.99 theft at this point. I ma requesting a refund of the balance owed to me. Thank you. *********************

  Business response

  08/21/2024

  Hello,
  

  Thank you for bringing this to our attention. We apologize for the trouble youve experienced. Weve initiated a refund request for the remaining balance owed to you. A confirmation email will be sent out to you once this has been completed. 

  Regards,

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to this company for a solution to my problem and I have yet to hear back from you. I thought this was a reputable company and I had no reservations purchasing the advertised 7 day All inclusive Hotel stay in ****** totaling $1541.23. My perception has seriously changed. Touch of Modern has deliberately defrauded me. This company or someone from this company deliberately used or gave my certificate # and authorization code to someone else and had no intentions of honoring my purchase. This is beyond deceitful. I purchased this trip on July 30, 2024 and I emailed your company during my 2-3 week waiting period and the response from (****** and ****) were adequate however after **** sent me the codes and the site to book my trip, the codes had already been used to setup someone else for the trip that I paid for. I actually spoke to someone from the booking company and they confirmed that the certificate # and the authorization code had indeed been used already. I can no longer get a response from Touch of Modern to any of my email requests and there is no phone number to reach them to even determine if this was an error. So I am left to think that this was deliberate fraud and I have become victim to a company that either practices or allow fraudulent behavior.

  Business response

  08/17/2024

  Hello, 

  I'm truly sorry to hear about the difficulties you're experiencing with your booking. We understand how concerning this situation is, and I assure you that we're taking it very seriously. We will be reaching out to our partner to resolve this issue as quickly as possible. Thank you for your patience, and we appreciate your understanding as we work to make this right.

  Regards,

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  when you put something in a cart on the site that someone already has in their cart but they decide to remove an order gets automatically placed once the other party removes it. this has happened before and thought they had stopped that practice but now it has happened again

  Business response

  08/17/2024

  Hello,

  We apologize for the inconvenience you've experienced. We understand how upsetting it can be to deal with unexpected issues like this. The duplicate order has been canceled, and were escalating this to the appropriate department to ensure our website is running smooth. 

  Thank you,

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase from touch of modern on May 22nd 2024 with an estimated shipment of 3-4 weeks. After a month of no update I reached out and was vaguely told there was a delay in shipping as well as that Ill receive a tracking number when its shipped. After another month of no update I requested a refund. Instead I was offered a 10% discount on my next purchase as an apology and that my purchase will be shipped within a week. After 2 weeks passing I reached out a 3rd time requesting a full refund and received no reply. It is now August 12th 2024 yet I have not received my purchase, a tracking number, nor a refund of the $122.45 that touch of modern already debited from my account. As far as Im concerned I have been scammed.

  Business response

  08/13/2024

  Hello,
  
  We're truly sorry for the trouble youve experienced with your order. Weve submitted a cancellation request for your order and are processing a full refund. Thank you for your patience throughout this process.  If theres anything else I can assist you with, please feel free to reach out.
  
  Best regards,  
  

  Customer response

  08/13/2024

   I am rejecting this response because:
  Touch of modern has been saying they will cancel/refund my purchase since July but have yet to do so. Until I actually receive my refund I will not be satisfied. 
  
  

  Customer response

  08/16/2024

  Follow up to claim #******** the company stated they would cancel my order and refund my purchase which they offered to do back in July but never did. They are now telling me there has been no update on my refund and will update me when they can. They took my money yet still will not actually refund it even tho they told me twice they will.

  Business response

  08/20/2024

  Hello, 

  We apologize for the delay. we want to let you know that the order has now been canceled and refunded. You should receive a separate email with the details. Thank you for your patience.

  Best regards,

  Customer response

  08/20/2024

   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.

  
  

  Thank you.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very disappointed with the return policy's, they only give you 7 days from delivery to return on some items, we were on vacation when my item was delivered so it was too late to return when i got home. The shirts I purchased were way too small, i did order one size larger than my husband wears but these shirts are ridiculously too small.I really feel scammed at this point. I've learned my ****** and I just want everyone to know that the return policies are ridiculous and I believe this is an attempt to send you products that are subpar and make it very difficult for you to return it..

  Business response

  08/13/2024

  Hello,
  
  Im very sorry to hear about the issues youve encountered with our return policy and the fit of the shirts. 
  
  To resolve this, weve emailed you a return label so you can send the items back to us for a full reimbursement. Please let us know if you need any further assistance or have any other concerns.
  
  Thank you for bringing this to our attention, and we appreciate your understanding as we work to improve our processes.
  
  Best regards,  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Submitted purchase order on 12/31/2023 with payment through PayPal. Order showed expected delivery of five to six weeks (by 02/11/2024) and shipping / tracking number (of the future shipment) was provided within the next day of the order. After no update on the order status by 03/20/2022, contacted customer support by e-mail at ********************************** for feedback / update. Received response on 03/22 acknowledging a request to cancel the order (which I had not in the 03/20 e-mail...just wanted real actual information on status of the unfulfilled order after nearly 90 days...I was not ordering a rocket ship...). The 03/22 response offered a future 10% credit from the original order to apply to a future order as incentive to keep 12/31/2023 order active, which would ship "ASAP". After stupidly agreeing, I contacted customer support by e-mail again on 07/01 to request cancellation and refund of the still unfulfilled order. Received response on 07/02 acknowledging cancellation / refund request that stated since order was beyond 6 months, refund could not be issued through PayPal, but a "payment" could be issued through PayPal, which I agreed to. Received a prompt payment through PayPal that unfortunately had a 21-day hold that could be released if I provide tracking information (as the payment was characterized as a vendor payment...which I am not). The payment on hold also appeared to show a (PayPal transaction) fee that is being subtracted from the payment, effectively reducing my reimbursement. I pointed this out to customer support through by e-mail on 07/03 and received same day response instructing me accept the transaction and that I would receive the full payment. After the 21-day hold expired, I finally received my payment, less the (PayPal transaction) fee. I have submitted two additional e-mails on 07/24 and 07/29 requesting the FULL amount of my initial payment - no response or action from the "dedicated team of customer success professionals."

  Business response

  07/31/2024

  Hi,

  We sincerely apologize for the inconvenience. We are currently investigating this matter to ensure you receive the full refund amount. We will update you as soon as possible.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product through their website on 5/22/24. Was promised a ship by date of 6/17/24. Well that date came and went. Spent $130.84 with expedited shipping ($20) for a tracking number that apparently was through a 3rd party shipping service that charged an additional $3.95 onto of the $20. I have emailed over 9 times and keept getting the same run around. Copy and paste replies that they are looking into the issue and it has been escalated. At this point these escalations should be halfway to **** if there actually was an escalation process. I have demanded a refund and it's completely ignored that I'm even asking. I was offered a measly $10 store credit to payback the shipping cost which is 100 percent unacceptable. Upon further research of my own I've come across multiple people with my same issue. I am now demanding a full refund because this company does not pay the vendors nor do they send out any products. They keep everyone's money and somehow are able to continue on. This needs to be stopped immediately! I demand my money back or I will be taking legal action. I have waited long enough.

  Business response

  07/31/2024

  Hi,

  Thank you for reaching out and sharing your experience. We sincerely apologize for the trouble and the frustration this situation has caused. We are currently looking into this matter and have initiated a refund request with the vendor. We will update you as soon as the refund is processed.
  
  Thank you for your patience and understanding.
  
  Regards,

  Customer response

  07/31/2024

   I am rejecting this response because: they have known about this "issue" for over 2 months. I have conducted my own research only to find this business takes money from both vendor and consumers with no intention of ever sending any product. I have already been offered by Touch of Modern a minimal refund amount in the form of store credit. This is unsatisfactory to me after finding multiple issues with this companies business practices. I do not want any other products or credits issued. I want my money back in the form of which I used to pay for said item. I did not pay the vendor for the goods, I paid Touch of Modern. It should not be my issue to wait when my transaction was with Touch of Modern and Touch of Modern alone. Also, I have requested multiple times to have the vendor's contact information and was completely disregarded by Touch of Modern. I take full offense that they act as if they were completely unaware of this issue. I will be filing actions against them with my financial institution as well if this is not resolved in a timely fasion. Nor will I be closing this dispute until the refund is issued in full.
  
  
  

  Business response

  08/06/2024

  Hello,
  
  Thank you for reaching out. We apologize for the inconvenience youve experienced. We have gone ahead and canceled your order and submitted a request for your refund. Please allow 5-10 days for the refund to appear on your statement, depending on your financial institution.
  
  Regards,

*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. ↩