ComplaintsforDean's Custom Mailboxes
Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a customized mailbox from ********************* on 11/16/21. Payment was made by credit card. Since that time, there have been numerous emails back and forth regarding the status of my order. ************ has cited numerous reasons why the mailbox had not been completed but assured me that it would be. I paid $325 for the mailbox and recently contacted him requesting a refund as I have not yet received my order. ************ has not responded that my request.Business response
06/17/2024
This order will be refunded or completed within the next 45 business days. Sorry for the inconvenience and working to get this order completed.Customer response
06/20/2024
Complaint: 21859540
I am rejecting this response because: This situation has been going on for almost three years. The excuse for an unfinished order is always the same. I am requesting an immediate refund.
Sincerely,
***************************Business response
06/20/2024
Customer has been previously offered to be refunded but chose to wait and thus the time. At this time I am working to get this done but either way The order will be completed or refunded as previously stated.
Customer response
06/21/2024
Complaint: 21859540
I am rejecting this response because: The seller has a history of extended excuses why this order has been delayed, including telling me that his father died. I have waited two and a half years (going on three) which is more than sufficient time to complete an order for a mailbox. How can I not believe that I am being scammed? I did tell him that I really wanted the mailbox as it was to be a gift to my husband but given that he had not responded to my last two emails what am I supposed to believe? I just want my money back so I can be done with this.
Sincerely,
***************************Initial Complaint
05/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 9,2023 I sent Deans Mailboxes $355.00. It was charged to my ************* Card. I have tried to be patient - I have waited 266 days for my order. I have numerous e mails to ********************* about this. When he first accepted the order, he said it would be " about 90 days". After numerous e mails - on April 26, 2024 he e mailed me a said " I am out of town working but I will process you refund later this week". I have not received a refund.Business response
05/28/2024
This order was refunded yesterday via Venmo. If receipt is needed I can provide this. Customer is aware.Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
7/17/2020 i paid ****** for a Dozer mailbox to be made for a coworker, was told it would take 14 to 16 months to compleat , after 18 months i emailed deans mailboxes he did reply stating it **** be a few more months , no problem he has alwasy responded back evertime i have emailed him ecept for this time i have been emailing him for 2 weeks no with no responce i have called and no answerBusiness response
05/17/2024
I apologize as I did not get an email until I just check my spam mail. For some reason it went in there. I will get this order completed within me by ***** business days.Initial Complaint
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a mailbox September 2022. **************** website said it would take a year to complete. I reached out to him September 26th, 2023 and he unfirmed me that he was sick and would have my item completed in 3 months. Since January 2024, I've sent several messages to ************ and called numerous times and have gotten no response. I put a complaint and he responded March 2nd yet he has not contacted me about a refund or the item. It is now May 2024 and I am still waiting. Poor customer service and I am very disappointed.Business response
05/02/2024
This order will be completed and shipped or refunded in full within the next 30 business days. I do apologize for the delay.Customer response
07/15/2024
Complaint: 21656454
I am rejecting this response because I have not received the mailbox or a refund. Please advise.
Sincerely,
***********************Business response
07/15/2024
Original payment CC was refunded. Please review statement and or contact customer service. Currently all orders have been completed or refunded from this business.Initial Complaint
12/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a custom mailbox from ****** in the fall of 2020 as a Christmas present for my parents. He swiftly responded that he would get to work on it ASAP. After following up with him several times, and multiple times a year since, it is always one excuse after another and now he is no longer responding to emails. I also requested pictures to confirm progress on the project, recognizing that he stated it can take a very long time to complete. No evidence ever provided. I consider this theft/fraud and would warn consumers not to do business with this man or company.Business response
12/08/2023
This order will be completed and or refunded in full within 45 business days.Initial Complaint
10/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a custom mailbox on 4/25/2018. Was told it would take a long time . I emailed him 12/15/2018 said he was still working on the roof. Emailed him on 5/29/2019 told me shouldn't be much longer. Emailed again on 12/4/2019 told me he was horribly behind and apologized for delay. Emailed again on 9/29/2020 told me it would be done by end of October and that he would send me pics. That never happened. Emailed him on 3/26/2021 apologized again for delay due to covid which I understood and told him no worries I just excited about my mailbox. Emailed him again on 9/4/2022 told me that they have my mailbox as finished and shipped. Told him I never received it and asked what address did they send it too. Never got a response. Never received my mailbox. Emailed again on 9/15/2022 no response. Emailed again recently and nothing. I think I have been more than patient and understanding but this is ridiculous. At this point I just want my money back.Business response
10/16/2023
This mailbox was completed and shipped a couple years back. When I got this email it was a year or so after that and I have no records of it due to the time. I did and will do my all to make this right and at very least remake it and send out. Please contact me directly and I will be happy to help. I will also check all my junk mail as that could be the reason for me not seeing your last email.Customer response
10/16/2023
Complaint: 20732262
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
10/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Oct 28'2022- Payment of Custom Mailbox *********************, the owner of Dean's Custom Mailboxes has a new excuse every month. Now, he is not reachable by phone or email. It has been a year. I would like my money back immediatly please.Business response
10/11/2023
Customer will be refunded within 30 business days. Normal wait time is several months minimum and a year or more on houses such as this order. This is clearly stated prior to the order.Customer response
10/12/2023
Complaint: 20724721
I am rejecting this response because:
The business owner did not tell me that it would be more than a year to complete this mailbox. He told me 6-8 months. When I followed up, he responded with new excuses, and that it would be complete the NEXT month. This did not happen. I asked several times for photos of his progress. He never sent me anything. It has been 14 months and now he can not be reached by phone or email. Also, I would like to know HOW I will be refunded, for my credit card has changed since the original purchase. This has to be done bonfire the 30 days. Thank you.
Sincerely,
***************************Business response
10/12/2023
Absolutely never said 6-8 months on a house replica mailbox. Not possible to do that quick. All refunds are processed back to original payment form and if not possible any associated fees are deducted and a check can be mailed. Please contact me at **************************** for refund options.Customer response
10/12/2023
Complaint: 20724721
I am rejecting this response because:
I wiill wait to see if my$375.00 is refunded. Then this will be resolved.
Sincerely,
***************************Initial Complaint
10/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted ****** from Dean's custom mailboxes roughly 2 years ago about making me a custom mailbox. I sent him a bunch of pictures of what I wanted and he said he can do it. He told me that he would need a $375 deposit and it could take up to a year to build. It has been almost 3 years and I have not received anything. I have emailed him several times over the last 3 years and it has always been some kind of excuse. I have tried to be extremely patient and understanding with Covid, Health issues, etc. but enough is enough. He usually responds to emails, but now that I requested a refund I have not heard from him, I am requesting he returns my deposit immediately.Business response
10/06/2023
Customer just requested a refund and I did respond that it would be processed back to original payment. Have customer please check their junk mail folder. The Refund should show back within 30 business days.Customer response
10/06/2023
Complaint: 20701547
I am rejecting this response because:This was the response I received from ****** on 9/20/23. It is the last time he has responded to an email. It's been over the **** business days he stated below, now he is saying 30 days. It does not take any company 30 days to refund money, that is not acceptable. There are dozens of complaints against this company for the exact same issue. He has played me for over 2 years, it is very hard to "trust him" that I will get my refund.
"Got your email and I will get your refund processed back to your original payment on Monday when I return. From there generally takes **** business days to process back to your card."
Sincerely,
*****************Business response
10/06/2023
I will process the refund and from there generally takes **** business days to process back. I put 30 business days to be safe. Im sorry but I cannot make the payment go back to the card any faster than it does.Initial Complaint
09/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a custom mailbox and he kept saying he was working on it to string me alongnever received mailbox, asked for my money back, was never contacted back.Business response
09/28/2023
This order will be completed or refunded within 30 business days. I apologize for the delay in response as your email was in my junk folder. Also will respond to customer directly.Initial Complaint
07/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a mailbox from Deans Custom Mailboxes on 2/7/2023 and have not received the mailbox as of 7/11/2023, over 5 months. It should not take 5 months to build a mailbox. It only took 5 months to build the custom house that this mailbox was purchased for.I see numerous reviews with similar complaints. I wish I had seen the BBB complaints/reviews before doing business with Deans Custom Mailboxes. I would have never ordered the mailbox had I known.My advice, do not waste your time nor money.Business response
07/11/2023
As stated on site the Normal turnaround time is **** weeks or more and depending on design a year or more. If this mailbox cannot be completed within that time it will be refunded in full.Customer response
07/11/2023
Complaint: 20302835
I am rejecting this response because:when I ordered the mailbox the business stated that it would be delivered around the end of March. When that came and went they stated that it would be the end of April. When that came and went they stated the middle of June. We are now the middle of July and have not received the mailbox.
It didn't take this long to build the custom lake house. It is ridiculous that it is taking longer to build a mailbox than it does to build a custom house.
Sincerely,
*********************Business response
07/11/2023
Customer will be refunded if cannot complete by August 1st.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
23 total complaints in the last 3 years.
6 complaints closed in the last 12 months.