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:12/22/2024

  Type:Billing 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.

  Just noticed yesterday (12/21) a pending charge to my checking account from ********************** llc but i have never done business with this company or church or whatever it is, I've never heard of them!? I will be contacting my bank Monday 12/23 when they open

  Business Response

  Date: 12/31/2024

  We more than happy to assist with this concern.  Our parent company is Trinity Road but we have various brands including The Catholic Company, Good Catholic, Catholic Coffee and more. Many times customers purchase with one of our brands and do not realize our charges show our parent company of Trinity Road. If this is not the case it might be that someone stolen this card holders information and used it or attempted to use it on our website. We would need more information to investigate this though including the last 4 digits of the card, the total of the charge and the date of the charge. If we find a charge that went through we are more than happy to reverse the charge and highly recommend the card hold contact their bank as sounds like someone stole their information. Our department will email the card holder to see if we can get more information to resolve this. 

• Initial Complaint

  Date:05/14/2024

  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.

  I ordered funeral cards on Friday, May 10, 2024, when I knew my dads health was declining. He died much sooner than I expected on Sunday, May 12, 2024. I looked on The Catholic Companys website to see the status of the order. It read unfulfilled. This concerned me, because I didnt think I could get them in time if they hadnt begun working on them. I set my alarm for 9 a.m. to call that Monday morning. My phone wasnt working right, and they couldnt hear me when I called, but they said there was a text option I could use. I found the text icon and described my concerns. I was told a message would be sent to the production area, and if the cards had not been made, then they would see about canceling my order. I was told that they would email me to let me know what was going on later that day. (This should be documented clearly as I said in their text files). I checked the order status throughout the day, and it still read unfulfilled. On Tuesday morning I checked and still hadnt heard back, and the status was unfulfilled, but around 2 or 3 p.m., I got an email saying my order had shipped!! I had chosen the least expensive option which meant it would take at least five days to arrive. My dads funeral is on Wednesday, May 15, so there is no way I will get them in time. However, The Catholic Company is located in *********. The funeral is in **************, so the cards easily could have been sent in overnight mail or I could have picked them up if they had actually done what they said and reached out to me. I realize I took a risk by ordering them, but I communicated my situation ahead of the time that they shipped them. I expected to be treated with more consideration than I received from a company that aligns itself as a religious organization, such as the Catholic Church. Additionally, I have a hunch that work on the cards had not begun when I contacted them at 9 a.m. that Monday morning. It makes me think that people operating the company are unethical.

  Business Response

  Date: 05/15/2024

  Dear *****, 

  Thank you for reaching out. Attached you will see the receipt for your purchase where standard shipping was chosen at checkout from your iPhone order. You will also see the shipping receipt that this order was shipped in a timely manner accordingly. We are not open on Saturdays or Sundays, and we do require processing time for personalized orders. The 3rd attachment is the shipping expectations from our website showing the expectations from choosing standard shipping for our customers. 

  While we do make every effort to cancel orders when requested to do so after they are purchased, we do not guarantee this can be done. We advise that we may need to reach out to other departments that are located in different buildings to see if it is possible. Sometimes this takes time as that department may be busy personalizing orders. 

  We reached back back out to you within 24 hours, which is inside our guidelines of our SLA for email response time. 

  Thank you and God Bless, 

  Customer Answer

  Date: 05/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/10/2024

  Type:Product 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 have asked several times to be unsubscribed from their mailing list. They continue to send me daily emails in contravention of the CAN-SPAM laws.

  Business Response

  Date: 05/10/2024

  We deeply apologize for any continuation of emails post a request. We have genuinely removed your email address and placed an internal IT ticket to make sure your account with us remains unsubscribed. Thank you and God Bless

  Customer Answer

  Date: 05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/12/2024

  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.

  Order was placed on 1/9/2024 Order Number ******* **** St. ********************** 3 Day Candle, Qty 7, $47 including shipping Notice sent on 1/16 that the order has shipped with a link to "track your order" The link to track your order does not take you to a tracking number or even website for tracking. No tracking number or carrier is provided in the e-mail An email was sent to the company on January 25th to get an update on shipping and to let them know we have not received the package. An email response was sent from a Trinity Company customer service e-mail (no name provided), asking us to wait another week. Still, no tracking information was provided. Trinity asked us to wait another week. The email was sent to customer service on February 6th. The Email response from Trinity told us, "We have already requested to send your order. Kindly expect an email notification once it ships out. Thank you for your patience and kind understanding. According to a January 16th communication, the order was already shipped. No shipping information. Now we are being told that on February 6th, they have already requested to send your order. This seems to be a circular conversation with no resolution or tracking information to review if, in fact, that order has shipped. Very frustrated. It feels like we are getting the runaround. If you do not have the product, let us know and refund the money. Be honest. This is supposed to be a company selling religious products. A higher level of honesty should be expected.

  Business Response

  Date: 02/14/2024

  Dear *****, 

  Thank you reaching out regarding this order. 

  The first package was lost in transit by the carrier. We have reshipped the item to you and this new package has left our building on Feb 8th and is out for delivery as of the date of this reply(0Feb 14th)! 

  Carrier delays and reshipments can be frustrating. We appreciate your understanding. Please let us know if there is anything else we can do for you. Thank you and God Bless!
  

• Initial Complaint

  Date:11/16/2023

  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 placed my order on May 3rd and did not receive my package as it was returned to sender. When I tracked the package two months later when I never recieved my refund, it said it was still in transit.I've attempted to contact the company about this several times with promises for a call back. I finally emailed customer service where they told me there is nothing they can do until the package arrives to their warehouse, which I was told could take "several months." I emailed again, now four months later, having still not recieved a refund. They will not answer my email to resolve the issue. The possibility that my package is in their possession after 6 months of transit is highly likely. Its also highly likely that it was delivered to their warehouse but was never scanned upon arrival. I would like a refund as soon as possible for the items that I purchased and never received.

  Business Response

  Date: 11/16/2023

  Dear *****, 

  We regret your order did not arrive. Sadly many orders with incorrect shipping addresses are lost. 

  We also have never received this order back. However, we have refunded you for the items.

  We look forward to continuing to serve you. 

   

  Customer Answer

  Date: 11/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/02/2023

  Type:Product 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 accidentally ordered two rosaries and when they arrived I refused them, wrote on them refused and sent them back in the mail. I have emailed them several times without any response.

  Business Response

  Date: 10/02/2023

  Dear *****, 

  Thank you for reaching out to us. These orders you placed with us were not refunded because according to the tracking for each package, we never received them back. We apologize for any confusion. We are processing these 2 orders today. Have a nice day. 

   

• Initial Complaint

  Date:09/08/2023

  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.

  Date of transaction: June 21, 2023 for $84.13 charged to my Citibank Master Card but the merchandize was not received by me.

  Business Response

  Date: 09/11/2023

  Hello!

  Thank you for reaching out! This order was delivered, according to the USPS.com. 

  Please check with you local post office or your neighbors for this package. 

  We have attached the USPS.com Delivery confirmation. 

  Thank you. 

   

   

• Initial Complaint

  Date:08/14/2023

  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 April 20th, 2023, I ordered the Male Heroes Saint *** ,personalized, for $73.51 with tax and shipping. The order #*******. The ordered was sent via **** and made it to the destination in ****** **, but, even though the address was correct, a B was missing, so The pkg was labeled undeliverable. It made to the ********* distribution center May 3rd. There it was lost. I was told, "We are recognizing more and more lost and stolen packages ". I was offered a coupon. That offer was not acceptable. The loss is on the company. A replacement of the article or a reimbursement of $73.51 is the acceptable resolution. Thank you. Ps. I tracked down the 34 digit **** tracking number and that was of no help. No suprise there.

  Business Response

  Date: 08/14/2023

  Dear **** **, 

  We are so sorry that this order did not get delivered using an incomplete address. We have sent a new item to you, using a faster shipping method of 3-4 days to this correct address: 
  ***************************
  8801 **************
  Unit B
  ****** ** 78729

  We suggest using the correct shipping address whenever you are ordering online. It is always beneficial and ensures the best probability for delivery. 

  You may keep the coupon as well, and hopefully one day, you will be able to shop with us again in the near future. 

   

   

• Initial Complaint

  Date:08/14/2023

  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 July 23 of this year, I ordered multiple items from The Catholic Company. When my order arrived August 10, one of the items, a Star From Afar set, was missing from the order. I immediately contacted the website via their contact us form, as well as directly by email just asking them to either send the missing item, or refund me for it. I heard nothing back, despite being sent several promotional emails urging me to buy more stuff by the next morning. I contacted them again the next morning asking them to be in touch so this could be resolved before the weekend. I heard nothing back, not even an acknowledgment that theyd received my emails and were working on getting back to me. All in all, not the best experience, and ** left worried how to deal with this missing item since nobody will respond.

  Business Response

  Date: 08/15/2023

  Dear Victoria, 

  We  regret any inconvenience regarding your purchase with us. We are sending the missing item immediately. 

  Thank you for your emails and your reaching out. We appreciate you! 

• Initial Complaint

  Date:07/26/2023

  Type:Product 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 4/15/2023, I purchased the "Stories of the Saints" book ($26.95 + shipping/handling: $36.91) on www.catholiccompany.com; and on 4/17/2023 I received a notification that the package had shipped. I did not receive a package or any other updates about this order from the company. About a month later, I called their customer service line. They informed me that the package was not able to be delivered and it was sent back to their warehouse, they also confirmed that I would be refunded for this purchase. On 7/14/2023, I followed up via email on the refund. At that time, I was informed the package did not return and they offered me a $20 coupon instead. I declined the coupon and asked for a refund of the product ($26.95). Attached is the conversation, were they repeatedly deny and give me several difference excuses for why my refund can not be processed. In retribution to my insistence, they also now are no longer offering the coupon. I find that their interactions are in direct contrast to their refund policy listed on their website.

  Business Response

  Date: 07/27/2023

  We have refunded this order in it's entirety. Thank you!