ComplaintsforReplacements, Ltd.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered 2 bowls and 1 coffee mug from replacements **** bowls had printed green leaves around upper edge of bowl not in line with bowl. they were going off the bowl. off center. coffee mug had same printed flower on both sides, when my mugs at home have flower printed on one side and butterfly on other. must have sent 10 emails with company trying to get different bowls and mug sent to me. i took pics of them and sent to company. they said they'd replace. then noticed the mug was printed with flower on both sides when it shouldn't be. notified company. they finally said to return with pre-paid return label. ******* called me thurs morning 6-13-24 saying since the mug i was returning was only $19.99 and it was sold that way the replacement they had was $30 more. i told them i'd just like a refund. i looked at their website and no where on the info page for this mug did it say it was flower on both sides. this is as sham business

  

  Business response

  06/17/2024

  Dear **************, 

  We are sorry you are disappointed in your Portmeirion order. We have refunded your order to the original method of payment.

  Sincerely,

  *****

  Customer Care

  Customer response

  06/17/2024

   I am rejecting this response because:
  how convenient now that i've already fed ex'd the pieces back to you.  
  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  repeated emails telling me my pattern was available or discounted, only to open the email and the pattern was unavailable

  

  Business response

  02/07/2024

  Dear Ms. ******,

  From what you are describing, it sounds as if you are missing the opportunity to purchase items in your pattern because other customers are purchasing them prior to you. When we send you notification that we have pieces in your pattern, that same notice is going out to other customers seeking pieces in that pattern.  If someone purchases an item before other customers, it might appear that we are notifying you of stock being available when it isn't, which is not the case.  We apologize for any confusion and hope this helps clear up what you are experiencing.

  Sincerely,

  Jamie L

  Customer Care Specialist

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 15th, 2024, I mailed some china to Replacements, LTD. I made sure to pack it properly and meet their strict guidelines for selling to their business. Unfortunately, their customer service needs some attention, as they have not been returning my calls or responding to my emails. When I received an email from them about my damaged china, it was a generic response that didn't address my concerns. I triple-packed the china, and there was no visible damage to the box. I have asked for pictures of the chipped items, but I haven't received them yet. Now, I have to file a claim with *****, which is a hassle. To make matters worse, I am not receiving the full amount that I expected per my offer listing. I paid for shipping and packing and after all expenses, I am only netting a whopping $13. I want to warn others about this company and its unfair business practices. I am glad there are other platforms where I can share my experience and let others know about this horrible business.

  

  Business response

  01/26/2024

  Dear Mr. ***,

  We are sorry you are disappointed with your selling experience.  The details of your transaction are as follows:

  We received the shipment on 1/17/24. The inspection on this receipt was completed on 1/23/24.  We emailed the receipt results same day. Then on 1/24/24, we received a request by email for the claims images, which we replied to and emailed pictures moments ago.
  
  When we review your paperwork:
  
  You marked you were selling a Tureen,      expecting $120 – this was actually an Oval Covered Vegetable that was on the offer list as Not Buying –We will return this at our expense.
  Teapot lid was broken -claimed for $70
  Coffee pot and lid were broken  - claimed  for $120

  Again, we are sorry for any confusion and disappointment.

  Sincerely,

  Jamie L

  Customer Care Supervisor

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recieved an "offer for purchase" from Replacements for several dishes I wanted to sell which came from the same set. My set which was inherited to me were Fransiscan Desert Rose Pattern which all had the mfg mark with the Desert Rose on the back. The total amount I should of recieved was $284.00 according to thier price sheet. The dishes I sent in were packed well, clean, had no chips or cracks and all of them had the same back stamp on them. I took pictures before I sent them, and made copies of the packing slips and postage labels . It should of been an easy transaction I got an email saying that they recieved my boxes and were processing them. I waited and waited for weeks to hear back from them or expected a check. After several emails asking them about the payment, I finally get an email back saying that I needed to close my ticket and let them know which form if payment I wanted to choose. I dont know what ticket they are talking about since I never had one sent to me? They kept sending me the sane email with no ticket, i finally get ahold of them by phone and they tell me the dishes I senr in were from different countries and they didnt buy the cups I sent in "even though it says they do on thier offer sheet" but they offered me 1 cent for them. Are you kidflding me? It cost me over a $100.00 just to send in my dishes. They do not offer a penny on thier price sheet. This is false advertising and unfair business practice. I was also told the platter I senr in was broken but they offered to pay me $12.00 for it? I had heard enough i told them to send the dishes back. Today I get 2 boxes that are a mixed match set of the Desert Rose pattern but with different stamp marks on the back and some have none at all Some have cracks in the cups, some are dirty and dis colored. Ok, this is not what I sent in. They have barcode tags on them some are from thier showroom floor and some are from someones elses set. Its thier owm tags. I want a check for the dishes i sent.

  

  Business response

  01/08/2024

  Dear Ms. ****,

  We regret the experience did not meet your expectations. 

   

  We received your shipment 12/4
  Completed inspection 12/6
  Emailed results to you 12/7, 12/10, 12/12, 12/13
  Closed your receipt 12/28

  
  It seems you may not have received these emails and it is possible they were diverted to the junk or spam folder.  We made every attempt to notify you timely about your receipt.
  
  According to our records, our offer to purchase was for Franciscan Desert Rose Made in USA backstamp.  Our terms and conditions state pieces must match exactly.  Pricing is based on our supply as well as customer demand and we list the pieces according to country of manufacture due to buying customer preferences. The backstamp and colors as well as detail of the pattern on the pieces will vary among different countries of manufacture.
  
  The only pieces we received Made in USA were cups and saucers that did not have a price listed, instead stated “not buying.” There were other cups and saucers on the offer of a different size which was displayed on the offer.  All other pieces were Made in China. We paid you the $12 expected for the platter chipped in shipping as it is below our threshold for claims damage processing. The cereal bowls had excessive scratching.  All pieces we are not buying were returned to you at our expense.
  
  As part of our inspection process every piece receives a label with the receipt number on it. Our inspection is completed under extremely bright lights and cameras. We do not switch out pieces and what we offer on are ones we need for our customers.
  
    Again, we regret this transaction did not meet your expectations.

  Sincerely,

  Jamie *

  Customer Care

  Customer response

  01/09/2024

   I am rejecting this response because:
  
  ITS NOT TRUE, I DID NOT SEND IN MIX MATCHED DISHES. I ONLY HAD THE ONES WITH THE USA BACK STAMP WITH THE ROSE.

  THIS IS NIOT WHAT WAS RETURNED TO ME. Most of those dishes came ftom your showroom floor! The have the stickers on them.

  You guys sent me back dishes that arw not mine i know what I had ans I can prove it.

  I dont hear any of this nonsense that What I sent in.

  This is robbing me.

   

  

  Business response

  01/12/2024

  Dear Ms. ****,

  We have no further information to share with you regarding your shipment, as we stated all the details in previous BBB communication.  We do not swap pieces and the pieces you received were your own and were not from our Showroom.  We are sorry you are disappointed.

  Sincerely, 

  Jamie *

  Customer Care Supervisor

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my items and there were tags on them of $11.96 and $9.98 on each item. I paid $89.95 and $59.99. This is an obscene markup. How can they get away with this? I want a price adjustment.

  

  Business response

  12/12/2023

  Dear Ms. *******

  We are sorry you received product with a price sticker on it from a company besides Replacements.  We do purchase stock from a variety of sources, and the price you may see on a sticker is not necessarily indicative of what we paid for any given item.  If you want to return your merchandise within 30-days, we understand.  Please follow the return instructions on the back of your receipt; however, we hope that you will want to keep them to enjoy for many years.

  Sincerely,

  Jamie L

  Customer Care

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint concerns the offer made to purchase and the selling price from Replacements. I was offered $10 per ********* ***** Champagne flute. Their website is selling them for $119.95. I have not taken their offer. This clearly is an example of a business taking advantage of a customer. I want others to be aware.

  

  Business response

  11/21/2023

  Dear Ms. *******,

  We are sorry you are disappointed with your selling experience. Our purchasing prices are based on supply and demand, and they are valid for 30 days, as these dynamics change.

  Sincerely,

  Jamie L

  Customer Care

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vintage carved band 3-4 years ago for $900 and had the jeweler place my original setting on the ring. I was also told it was white gold. Upon local sizing I find out it’s actually yellow gold and has been rhodium plated. Now just a few years after purchase, one side of the carving on the ring had completely broke off. When I had noticed an issue with it a couple weeks ago I messaged them asking to have their jeweler fix it. I would even pay. After multiple emails they continued to refuse to fix it with excuse after excuse. They said they would reach out to a group they are a part of and see if there was anyone near me that could fix it and I have yet to hear anything back from them. For $900 this should not have happened and It also should not have been listed as white gold.

  

  Business response

  11/07/2023

  Dear Ms. *******,

   

  Per our discussion, we will send your ring to our jeweler to see if repair is a possibility and advise accordingly. 

   

  Sincerely,

  Jamie L

  Customer Care Specialist

   

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They buy old/new tableware. I sent them a picture of what I had and they sent me a quote to buy it from me. I sent them the glassware, at my own expense, and then they said they wouldn’t purchase it because it has been used. They buy old stuff chances are it’s been used at some point, however, I didn’t receive the money for the offered price they gave me. They said a piece was received damaged in shipping. I know I packed it up really well so damage wouldn’t happen.

  

  Business response

  10/11/2023

  Dear Ms. ******,

  We regret that the selling experience did not meet your expectations.  As stated in our offer terms and conditions, items must be in excellent condition.  It is expected that older patterned pieces may have been used, however, we are not able to purchase items that have excessive wear for our customers. There is a check on its way to you for $9 for the piece received damaged in shipment since the cost was below our claims processing threshold.  Additionally, we are shipping back to you the other 7 pieces we were not able to buy at our expense.

  Sincerely,

  Jamie L

  Customer Care Supervisor

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent many photos and measurements to Replacements and they identified my goblet as Sommeliers by ******. It was marked by this maker and measurements fit their website page for this. They then sent me an offer of $40. Also included were 2 others at a lesser offer. Upon inspection, they said I misidentified the goblets and offered me $5, $1 & $1. I told them they they misidentified them and to just send them back to me at their expense but I never heard back other than to ask me for proof. All info would be on my account. Almost every time I have mailed items to them, they claim the most expensive item in the box is broken and/or there is a scratch on a plate or glass so offers r reduced by 25-50%. I thoroughly check everything and wrap extremely well so these repeated issues are suspect! The only way my items would break is if someone in the warehouse dropped it when opening it. With the high cost of shipping and issues every time, I am not sure I will be sending any more items in. Also, on many items, their offers of $1, $2 or $3 each are so low, there is no way I will mail those in. Seems like they could offer much more since their prices are so high. I am waiting to hear back about my 3 marked ****** goblets that they misidentified.

  Customer response

  07/27/2023

  I wrote to the company 4 times but never heard back until today. All they said is that they will pay me for the other items I sent. No mention was made about their misidentification of 3 other goblets I sent or if they were going to send them back to me or not.  I told them they need to HONOR the amount they promised me for those 3 goblets Instead of the changed amount of $5, they needed to send me $40 and whatever the other 2 goblet promises were as well. I paid extra money to send those to them and it was all for nothing. They need to own up to it and pay me the correct amount!! 

  Customer response

  07/28/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  08/02/2023

  Dear Ms. *****,

  We are in receipt of your feedback.  We are sorry your selling experience was not an excellent one.  We sent you an offer for Sommeliers by ******, based on your self-identification over the phone. Upon reviewing your communication with our Curating team, you submitted photos with Post-It Notes to us and identified the pattern yourself as RDLSOM (Sommeliers by ******).  Based on the measurements and photos you sent and subsequent e-mails, we identified the patterns as Vinum by ****** or Vivant by ******, as best we could, without having the items in hand.  In reality, once you sent the pattern in as Sommeliers, it was actually Vinum. Unfortunately, we cannot honor purchase prices for patterns that are self-identified, but are incorrect upon arrival.  We apologize for any confusion or inconvenience.  

  Sincerely,

  Jamie L

  Customer Care Specialist

  Customer response

  08/03/2023

   I am rejecting this response because: these were not self identified. After I sent photos and measurements to you, you told me that the tall goblet was a pattern that you said was 8 7/8" tall. My comment was that this more expensive goblet was a full inch taller so it could not be the pattern you suggested. I called to discuss and was told to send more pictures and I included the post-it notes with exact measurements as requested. I put the name Sommeliers on the one because it fit the measurements posted on your site so it was a matter of asking you to check. I then received an offer for that which indicated that you did indeed find out it was a Sommeliers. The other 2 in the same pattern were most definitely identified by you. I sent them in and was offered $1 each. I had nothing to do with identifying these. The reason I called was to find out why the worker seemed so confused & telling me my goblet was a full inch shorter than it actually was. I NEVER identified it myself or over the phone. The initial offers should be honored. This is not the ethical way to handle your mistakes. 
  
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a quote from them for a set of dishes. I told them that they were the Heritage. Pattern and they sent me a quote. I filled out the paperwork and sent it back and paid $50. Wrapped everything up very nicely. (I have not ever had complaints about broken dishes.) They tell me that out of the $144 that I was quoted. I would only get a $4 payment. They said that the pattern was misquoted and that the. Pieces that were broken in transit as well as some quality issues. These dishes were flawless and I just don't buy it. I think the company is a scam and will never do business with them again. I wish i had read these other complaints before I even dealt with them. Goodwill gets aany further dishes

  

  Business response

  07/12/2023

  Dear Ms. *****,
  
  We have received your BBB comment and have fully investigated the situation.  In your e-mail correspondence to us, you requested an Offer to Purchase for Princess House Heritage Blossom.  In error, we had two agents send you offers for Princess House Heritage.  Certainly, there is a discrepancy in the current purchasing prices for these two patterns.  We do acknowledge this mistake on our behalf, and our Customer Service team will be reaching out to you to rectify our error.  We take pride in connecting people and creating memorable experiences, and we make every effort to make those experiences delightful.  We apologize that our miscommunication did not allow for a pleasant selling story for you.  We will use this feedback to continue to improve our training, as we strive for a seamless, stellar transaction for our customers.  Thank you for the opportunity to serve you and to grow even better by doing so.
  
  Sincerely,

  
  Jamie H. L*****
  Supervisor, Customer Care 

*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. ↩