ComplaintsforLegacytouch

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** ******** ******* ******** ****** ***** *** ** ******** ** **** ******* ** ***** ***** ******** I called Legacy Touch today and have been communicating with Sara this afternoon. I am requesting to speak with you directly for this situation that is totally unacceptable and the lack of quality in the military dog tag with pink rubber protector that I ordered for my ****** ****** (Attached is a photo of the order Packing Slip). The cost of the order to my credit card was $173.21 with shipping. I would greatly appreciate your calling me on Tuesday 6/20 as I was told that you left for the day today 6/19 at 1:15 PM CST. My number is ***** ********. The fingerprint quality on the dog tag is extremely poor in this new order, nothing like the fingerprint quality used in the first order that I placed in 2015. (Attached is a PHOTO containing both the new order of the pink dog tag, and my dog tag with the black rubber protector from my order in 2015, side by side). As you can see in the photo, the quality of the fingerprint from the order from 2015 is much better, compared to the unacceptable and lack of quality of the fingerprint in this newest order. Also, (Attached is a photo of the FINGERPRINT SUMMARY sheet with my mother’s fingerprint from Trinity Funeral Home). This fingerprint was used for my Legacy Touch dog tag order in 2015. What fingerprint was used for this newest order ************ The fingerprints on the dog tags do not even match, AND are not anywhere close to matching each other. On this newest order, I expected the same fingerprint quality as my order from 2015. As the ONLY acceptable resolution that I will accept, and I am hoping that you will agree with me that this can be resolved by Legacy Touch creating a NEW REPLACEMENT military dog tag, without charge to me, and mailing to the same address used in this most recent order.

  Customer response

  06/28/2023

  June 28, 2023

   

  I am writing to request to Close this complaint that I opened as I have resolved the problem with the business, Legacy Touch.

   

  Thank you for your help.

   

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

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a stainless steel dog tag with my loved ones fingerprint to be engraved on 12/11/22 , my package was stated to be delivered yesterday at 4:15 pm but I don’t have it, I contacted the company asking information regarding this and asked for a refund since I don’t have it, and wouldn’t have the order by 12/19 as I was given this date when I ordered, I ordered for a gift for a birthday for a family member grieving a lost loved one, since I won’t have a replacement in time now, I want my money back. The company is refusing to refund me. They 100% take advantage of grieving customers by taking their money without fulfilling the delivery. They even stated they are insured by FedEx for lost packages but still don’t refund. I’m so upset and disgusted at this. I’m not out of $160.50 and no item for my family member in our time of grief. I just want my money back so I can find someone to create us a memorable piece that is genuine and caring, this company is NOT it.

  Business response

  12/16/2022

  Customer placed order on 12/11/2022, she choose the holiday standard shipping option, which shows the item will be delivered on or before December 23rd, 2022. The customer choose to not sign for the package upon delivery and states that it was delivered to the wrong address. We started an investigation with FedEx to have the driver return to where it was delivered and provide detailed information on the delivery. Our policy is to replace a lost item with the same item. An order for a new dog tag was placed today with express delivery to arrive on Monday, 12/19/2022. Our goal is to support those who have lost loved ones by providing meaningful gifts that they can have for a lifetime, we are in now way trying to cause more grief during this already hard time. 

  Customer response

  12/16/2022

  [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 as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:I told the business I want a refund due to the difference in the delivery date, I was shown 12/19 as the latest date. I do not want a replacement, I want a refund for the issue. 
  Regards,
  
  ****** ******

  Customer response

  12/30/2022

  I purchased a dog tag, with a. Fingerprint engraved. I never got it, was told a replacement was sent - never got tracking info on that. I was promised I’d have it by 12/19, I never got it as if 12/21, I let legacy touch know - they showed me a signature (not mine, I believe FedEx mis delivered it yet again to the wrong home) they have now said they are refunded me less shipping, I paid $160.50, and they are only refunding me $144.45 , leaving me $16.05 short of my money - I don’t see this as fair considering I NEVER GOT ANYTHING!!! So I’m paying out on shipping and tax for an item I never got??? I want ALL of my money. This company is ridiculous, and I’m beginning to wonder if it’s a scam considering I never received a package from either of two supposed packages being sent and they fought me on refunding me, and now won’t even refund me the full amount I paid.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a dog tag with my loved ones finger print. I received the product with many scratches and dents in the necklace that costed me nearly $300. I contact the company to let them know that I was unhappy with the product because it wasn’t the quality that I was promised. It was supposed to be sterling silver and scratch resistant. Upon receiving the necklace in bad condition I immediately contacted the company’s customer service…. Letting them know that I am extremely unhappy with the product I had received and that I wanted a refund as I had felt I was being lied too about the quality and longevity of the product. It had many scratches big and small and a nice size dent on the back. . I was then told they didn’t do returns because it is a personalized piece. After many emails back and forth with the customer service representative. I was told that the only thing they could do was to have me send it back to them so they could “REPLACE” my product. In their return policy it’s states the only returns they can accept is ones where products were damaged or manufacture defects. But I was being told I could not return or refund it.First thought was 1 wouldn’t it cost their company more money to make another necklace than it would be to give me a refund and 2 there is no way for me to be guaranteed a product that wasn’t in bad shape just like the first one that was deemed fit to be sent out to me. I don’t want to play the game of “I never get to wear my necklace that I nearly paid $300 for because it’s really bad quality and I am having to send it back and forth.”The quality of these products are TERRIBLE.After more emails back and forth I asked for a manager or supervisor to contact me via email or phone and I was told the supervisor isn’t available to talk to me.This company takes advantage of people who are grieving their loved ones. And they will NEVER get my service again. The products are NOT what they say they are. The quality and customer services sucks!!!

  Business response

  11/26/2021

  We have been in contact with the customer and agreed to refund her for the cost of the keepsake she ordered once it is returned to us. 

  Thank you,

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

  Client Services Manager

  Legacy Touch

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