Complaints

This profile includes complaints for Replacements, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Replacements, Ltd.

  1089 Knox Rd McLeansville, NC 27301-9228

  
• 

  Replacements, Ltd.

  PO Box 26029 Greensboro, NC 27420-6029

  

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:03/24/2025

  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.

  In the past I accidentally mailed the wrong items at my expense. The woman got rude about it and told me she was no longer working with me even after apologizing and trying to find a solution. Recently, I have sold other shipments. As of the last 3 shipments at my expense they are withholding my items unless I make payments to pay shipping to return them. Even if they return them for free, I'm still losing money on shipments to them and items inside boxes for them to purchase. If they would continue with the sale, offer me a price, as usual, everything could be fine. Unfortunately that's not the case. I have emails, Dear *******,We can return your un purchased item back to you at our expense, or we can donate/dispose of your item for you. Please advise Thank you, ?*******?Customer Care Specialist ************************ ***************************************** ************** ******************************?? ?From: ******* **** <********************************>Date: Friday, March 14, 2025 at 11:38:38 AM To: Replacements, Ltd. ***************************************** I'm losing so much money here on 2 shipments!!! Not only to and from postage but the dishes inside. Years ago I send Christmas collectables and thought they were a brand they weren't. *******, Unfortunately, the items you sent cannot be purchased and are being returned to you at our expense as a one-time courtesy. We communicated on 11/9/2023 that we would discontinue our business relationship. Moving forward if anything is shipped to us, we will not consider it for purchase. The items will have to be returned to you at your expense. We will only hold your items for 30 days and then we will take ownership of them. Please feel free to reach out to me directly if you have any questions. ***** ***** Purchasing Operations, Supervisor Replacements, Ltd.336-697-3000, ext. ****************** or ************** ************************************** ******************************

  

  Business Response

  Date: 03/25/2025

  Dear *** ****,
  

  We communicated in November of 2023 after several disappointing shipments to us, that we would be discontinuing our business relationship. We have business guidelines and you your shipments do not meet our needs. We provide offer listings based on our supply and demand along with terms and conditions to you before you ship to us. Then we provide written explanations of our inspection results (evidence) after each shipment. Your pieces are in poor condition, not ones we have demand for, and are often broken. Per our Terms and Conditions, we are the sole judge of quality and are not under any obligation to purchase from you. We understand that you are losing money by shipping your items to us, which is why we have asked you not to do so going forward. We suggest that you sell in your local area. However, should you choose to continue requesting offers and then shipping pieces to us, you may still not get the results desired. In some cases, if there are large amounts of pieces that we cannot purchase, you will be responsible for the return shipping. This may be disappointing and hard to hear, however, we are responsible for how we run our business and must sometimes make decisions that are difficult. 
  

  Kind Regards, 
  

  ******** ****
  Customer Care, Manager

  
  

• Initial Complaint

  Date:02/24/2025

  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.

  I am writing to formally express my frustration regarding a recent order and the lack of resolution from ********************* company. I purchased glassware from *********************, which was delivered by ***** on 1/9/25. Unfortunately, the package was left directly in front of my garage door rather than on my covered front porch. As a result, upon entering the garage, the box was accidentally run over, and all items were broken. I immediately contacted *****, and they informed me that only Replacements, *** could file a claim for the damage since they were the shipping party requestor. Following this, I called Replacements, *** customer service team on 1/10/25 and spoke with customer service who stated they would escalate the issue to management and that I would receive a follow-up. On 1/20/25, I called again, it was reiterated that the issue was "being worked on" and that I would be contacted, yet no follow-up ever occurred. On 2/24/25 I called yet again. I was told that since the item was delivered, "********************* was not liable." I have clearly explained to Replacements LD that ***** requires the company who contracted shipping to file the claim on my behalf, yet no action has been taken. ***** acknowledged this is a common issue and advised me to request that Replacements, *** initiate the claim, as this is the proper course of action.I am requesting immediate assistance in filing this claim. This situation has been ongoing for far too long without resolution. As the company that placed the shipping order, ********************* is the only party eligible to file a claim with *****. Being told that you are not liable because the package was delivered is extremely frustrating, as it prevents me from seeking a resolution myself. I believe ********************* has a responsibility to its customers to follow through on this claim, especially given that ***** acknowledged their drivers improper placement of the package as a contributing factor to the damage.

  Customer Answer

  Date: 03/11/2025

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

  
  

  

  Business Response

  Date: 03/26/2025

  
  Ms.********:
  
  We sincerely apologize for the delay in communication and the way your concern was handled. We strive to please our customers and take your experience seriously.
  
  The confusion in this matter stems from incorrect information provided by a *************** representative.  Replacements is self-insured. Because Replacements is self-insured, there is no claim to file, as there is no relationship between Replacements and an insurance company.  Regretfully,you were given incorrect information by a *************** representative, who may have assumed there was additional insurance and thus a claim could be filed. This fact likely required additional research by one of our ************* Specialists, which contributed to the delay.  Additionally,Replacements is not responsible for the location of the delivery and cannot control what happens to the package once it has been delivered.
  
  Nevertheless,we did not correctly handle communication with you, our customer.  We stated that we would follow up with you, and then did not deliver timely communication.  We offer our apologies for that and will use this as a valuable ****** for our team on how to improve our customer service ************* a gesture of goodwill, we have issued a refund for your order. You should see the funds reflected in your account during the next billing period. Again,we appreciate your patience and the opportunity to resolve this matter.

   

  Kind Regards, 

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

  Customer Experience Manager

  
  

• Initial Complaint

  Date:12/28/2024

  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.

  Item was sloppily packaged, was not secured inside the box, resulting in a break of the plate even before opening. (I could a hear a piece shaking around even before opening the package). I would not file a BBB complaint except the maddening thing about this is the company does not provide a mechanism for someone to send them an email with photos of the broken item. This is terrible business practice.

  

  Business Response

  Date: 01/02/2025

  Dear Ms. ***** *****, 

  We see that you were assisted on 12/31/24 with your damaged shipment. It looks like you were refunded $50.26 as you requested. We truly regret that you were unable to get the item originally ordered. We sincerely hope that we are able to serve you in the near future. 

  Kindest Regards, 

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

• Initial Complaint

  Date:11/17/2024

  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.

  ORDER CONFIRMATION - NUMBER ******** Placed on 11/09. They promise delivery within 7 to 10 business days. I have not received it. They have not shipped it. I want a full refund.

  

  Business Response

  Date: 11/18/2024

  Dear *** ******, 

  Thank you for your order. We sincerely regret that your shipment was delayed. Per our phone conversation, we have expedited your order at no charge to you for receipt Tuesday, November 19th. Again, we apologize for the inconvenience and hope that you enjoy these additions to your tableware collection.

   

  Sincerely, 

  Replacements ************* Team

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/13/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/06/2024

  Type:Service or Repair 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.

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

  

  Business Response

  Date: 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

  Date:01/25/2024

  Type:Service or Repair 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 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

  Date: 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

  Date:01/07/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/08/2023

  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.

  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

  Date: 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

  Date:11/15/2023

  Type:Service or Repair 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.

  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

  Date: 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