ComplaintsforReplacements, Ltd.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I packed up and sent via UPS a china tea set to be purchased by the company for resale. I filled out the proper forms. The cost of shipping was just under $200. ($175 and some cents). The boxes were returned to me. When I spoke with customer service they said they don't accept UPS, only Fed-ex and the post office. The amount I was offered for the tea set was roughly the same as the shipping cost. So I wasn't making any money, but hopefully getting the item to someone who would want it. Now I am out the cost of shipping. I realize that a business can run itself however they want, but shipping heavy items via Fed-ex or USPS is so prohibitively expensive that the seller is actually paying Replacements to take their items. Ridiculous. What this company cares about is not reuniting people with their long lost china patterns, it's making lots of money...contrary to the feel-good articles on national TV news programs.

  

  Business response

  06/13/2023

  We regret very much this selling customer’s difficulty and disappointment. Simply put, UPS will not deliver merchandise that selling customers offer Replacements for sale; the choice is not ours. We send every selling customer an Offer to Purchase detailing the terms and conditions applicable to our offer and any sale. Among other things, we state “SHIPMENT OR DELIVERY OF ITEMS BASED ON THIS OFFER TO PURCHASE CONSTITUTES YOUR ACCEPTANCE TO THESE TERMS AND CONDITIONS … Any merchandise you ship or deliver to us is at your own risk, and there is no guarantee of purchase by Replacements, Ltd … NOTE: UPS DOES NOT DELIVER TO REPLACEMENTS, LTD. THEREFORE, ANY SHIPMENTS THAT YOU SEND TO REPLACEMENTS, LTD. VIA UPS WILL BE RETURNED TO YOU BY UPS AS UNDELIVERABLE.”

  Again, we are very sorry to hear of this situation, however UPS’ policies and actions are outside of our influence or control. Thank you.
  

  Customer response

  06/13/2023

   I am rejecting this response because:
  
  I don't accept that it is all UPS fault.  We have a small business and use them all the time.  Most likely it was either sellers not packing properly or problems on the receiving end that led to this decision, WHOEVER made it.  I have never heard of UPS refusing to serve anyone.  And as I said before, paying $400 to ship something to Replacements to receive a $200 check is asinine.  As it was, I would have only broken even. I am attaching a photo of the label on one of the boxes shipped.  It clearly shows the reason for return was "shipper requested return.' I did not.  Replacements will say of course that I did when I signed their contract. They have carefully covered themselves legally I am sure.  This entire lack of transparency is at best unethical, at worst it is a ridiculous way to run a business.  It is a wonder they manage to locate anything for their customers.  If I don't receive a refund for at least $150 of my cost for shipping, I will tell everyone I know not to do business with this disreputable company.

• Initial Complaint

  02/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 mugs, 1 bowl, and 1 salad plate in the ***** **** ***** pattern from Replacements.com. When the items arrived, I could tell immediately that the mugs and bowl were counterfeit - they were bigger, cruder in form, and whiter than the original dishware that I own. Photos of the originals and knockoffs side by side clearly show the difference. When I complained to Replacements.com, they suggested that the manufacturer had changed its production of the pattern. I checked with *****, and there was no change in the way these dishes were made. Replacements.com has offered to refund my money - if I return the counterfeit items at my expense! I shouldn't be put to the trouble and expense of returning counterfeit goods. And why would they want the counterfeits back? Unless, of course, they want to sell them to someone else.

  

  Business response

  02/21/2023

  Dear Ms. ******,

  Thank you for allowing us the opportunity to address this concern. We take our obligations to our customers and a large community of tableware enthusiasts seriously. Our Customer Care leadership team has now investigated this concern with the help of our buying services and legal teams.
  
  When Ms. ****** made us aware of her concern, we requested that she provide photographs documenting the backstamps of the items, important information in understanding concerns of this kind. While she did provide photographs, which we appreciate, we are not aware of ever receiving photographs with backstamps. Regrettably, this caused us not to resolve the matter satisfactorily. Our team member should have offered to send Ms. ****** a prepaid label for return of the items; we agree that she should not have borne that expense. On their return, we would have issued her a refund for those items returned. However, we now understand that Ms. ****** has filed a chargeback with PayPal in the amount of the dispute, $33.90. We have accepted this chargeback as appropriate, and Ms. ******’s account should show such a credit.  
  
  We have also investigated the underlying product infringement concern. ***** Roses is manufactured by The *********** *****, with whom we have an active buying relationship. We have notified The *********** ***** about this situation. The *********** ***** has confirmed that ***** Roses has always been made in the same factory, and the backstamp has never changed. The *********** ***** is unaware of customer complaints or concerns about ***** Roses’ production. We received a September 2022 shipment from The *********** ***** that included some samples and items without backstamps; items without backstamps were to be either discarded or sold at a reduced price; anything labeled as a “sample” was to be discarded. We understood that had occurred appropriately. If Ms. ****** is still willing to return the items, we will gladly send a prepaid label so that we can best determine for our own purposes what caused the problem. Please let us know if that is acceptable to her.
  
  We are disappointed to have left Ms. ****** dissatisfied, concerned, and frustrated. We have already clarified with the appropriate team members our expectations concerning avoiding these concerns when possible, and addressing them appropriately when presented with a concern of this kind. Thank you.

   

  Sincerely,

  Jamie H. ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. 2925
  Fax:  336-697-3100
  jamie.******@replacements.com
  ********************

  Customer response

  02/21/2023

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

   

  I do not wish to send back the items, because I no longer have the box and packing material.  I will be happy to send the business a video of me destroying the dishes in question.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # 19336517 Order Date 12/28/2022 I bought a few plates based on their description on the website. When I received them, they turned out to be NOT microwave-safe as said on the bottom of the plates. According to their draconian return policy, even though it is clearly their mistake omitting to state this basic fact in the product description, I was required to pay for shipping it back to them. The product arrived in a box 3-4 times the size of the product. While I appreciated the thorough packing, returning a box of that size costs at least as much as what I paid for the product. Customer Service was condescending trying to shift the blame on me. It also didn't matter that I was a repeat customer.

  

  Business response

  01/04/2023

  Dear Ms. ******,

  We are sorry you were disappointed with your order.  We did some research on our end. In neither of these patterns, Hollister-Platinum by Gibson or Formal Deco by Spode, do we mention microwave-safe on our website or any published material, so we are uncertain what website description you referenced.  Please let us know.  We checked existing stock for both of these patterns.  Hollister-Platinum has nothing on the bottom, plus it is platinum-trimmed, so this is definitely not microwave-safe.  Formal Deco states it is microwave-safe on the backstamp, so we would market this as such, although we do not have it catalogued this way, as of yet, meaning it would not state this on our website.  It sounds as if Formal Deco is the pattern of concern, since you state it is not microwavable, as the backstamp claims.  Please remember that we do not manufacture patterns here at Replacements, so any discrepancy in backstamp information is something we would have to inquire with Spode.  We also have not seen a trend with our customers of Formal Deco that have issue with microwave usage.  That said, we do stand by the product we sell and offer a 30-day money-back guarantee.  We will be glad to refund your money upon the return of the product.

  
  Again, we are sorry the order did not meet your expectations.

  Sincerely,

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  ************* **** ****
  Fax:  336-697-3100
  *****************************
  www.replacements.com

  

  Business response

  01/12/2023

  Dear Ms. ******,

  We do not have all of our merchandise catalogued as microwave/freezer/dishwasher safe, as of yet.  It is an ongoing project for us, with millions of pieces and thousands of patterns in inventory.  We have heard that this is an important feature for our customers, so we are working towards it, but it is going to take some time.  We encourage customers for whom it matters to call us and inquire prior to purchasing, so that we may check stock in our warehouse, if we are uncertain of the status of a pattern.  In general, one should assume any pattern with gold or platinum trim is not microwaveable, as those are metals.

   

  Again, we are sorry you feel we omitted information that was important to you and that you were disappointed with your order.  We are always available to answer any question for you prior to purchase at the number provided as follows, 9 AM-6 PM, EST, Monday-Friday or anytime via e-mail (please allow 24 hours for a response) at www.replacements.com.  

   

  Sincerely,

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  ************* **** ****
  Fax:  336-697-3100
  *****************************
  www.replacements.com

  Customer response

  01/13/2023

   I am rejecting this response because:
  
  Look at the website's description of the item carefully (screen shot was attached with my previous response) : the word platinum is not in the context of trim. It appears in the item's name and can be easily construed by a reasonable person as the name of line or model.

   

  Your admission that you have not provided adequate description to your inventory on important features is a clear indication of how your customers can be reasonably misled, as I was. If you cared for your customers, as you pretend to be, you'd settle the misunderstanding in my case by refunding the purchase price without requiring me to pay for return shipment instead of offering lame excuses.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a teapot in perfect condition that I had not displayed in years. Last year I sent them a request for an offer to buy. I decided it wasn’t worth the trouble for what they were offering and passed. I received an email from them this year saying they were interested. I decided that since I would never display it, I would go ahead and sell it to them so it would go to someone who would display it. At the time their website said they had none in stock . I received an email that what I sent them was not what they offered to buy and they would give me $20.00 for it. I paid $12.00 to mail it to them. Lo and behold, they now have one in stock and are selling it discounted for $149.00. I was warned by friends that they would claim anything you sent them was damaged. My teapot was not damaged so they are claiming it wasn’t what they agreed to buy. I am very happy for people who have been able to buy missing pieces from a set, but they need to know that they got that missing piece from deceptive practices.

  

  Business response

  01/04/2023

  We regret that ******* ****** (“Customer”)” is disappointed with a recent selling experience with Replacements.  The complaint arises out of a misidentification of the item that Customer attempted to sell to us.
  
  In response to a request from Customer submitted on our website on November 28, 2022, Replacements emailed an Offer to Purchase (“Offer”) a Teapot in Sleighride by Lenox (Piece Code: “TP”, pictured below).  The Offer was to purchase the item for $54.00. 
  
  
  
  
  When Replacements received the item from Customer, an inspection revealed that Customer actually sent a House Teapot in Sleighride by Lenox (Piece Code: “TPHO”, pictured below).  The item was not damaged.
  
  
  
  Although Customer had misidentified the item, nullifying the Offer according to its terms, Replacements offered to purchase the item for $20.00.  The reason for the offered purchase price discrepancy is due to differences in demand for the TP item and the TPHO item. 
  
  Again, we are sorry for Customer’s frustration and would be happy to return the TPHO item to Customer at our expense.

   

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. ****
  Fax:  336-697-3100
  ***************************** www.replacements.com

  
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold a set of cups to replacements ltd. They claim the cups were broken in transit. I paid for insurance and asked for photos to file a claim. This has been ongoing for 2 months and I am at a loss of $245. They will not provide photos making it impossible for me to collect on a claim.

  

  Business response

  11/10/2022

  Hello,

  We do take pictures of claimed pieces and provide those to sellers.  Additionally, we hold the box, packing materials, and pieces for 60 days to allow the carrier to view or pick up.  With identifying seller information or receipt number, we can review our records to see if pictures were sent.

  Please contact our Purchasing department at the number that follows for assistance.

  Thank You.
  

  Sincerely,

   

  Jamie ** ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. 2925
  Fax:  336-697-3100
  jamie.******@replacements.com
  www.replacements.com

  Customer response

  11/18/2022

   I am rejecting this response because:  

  They have the photos and were supposed to send them to me.  They claim to have given the package to the USPS but that was 6 weeks ago.

   

  Since they withheld that information for 6 weeks, the USPS said the package was thrown out.  If they had communicated it from the get go, we wouldn't be in this situation.
  
  

  
  
  
  

  

  Business response

  11/22/2022

  Ms. *****,

  
  Our goal is to exceed our buying and selling customers’ expectations, and we regret Ms. *****’s dissatisfaction and frustration. We have made numerous efforts to help Ms. ***** and to explain to her our obligations. Please also see correspondence between Ms. ***** and Replacements, Ltd. President Scott *******, which is uploaded.
  
  Ms. ***** requested and received an Offer to Purchase tableware she inquired about selling to us. Ms. ***** shipped her items to Replacements, Ltd. using USPS. Regrettably, her items were damaged in transit.
  
  On 9/22/22, we emailed her that her inspection was complete, with information about the damage provided. We understand that she notified USPS that same day. On 10/3/22, USPS picked up from Replacements, Ltd. Ms. *****’s damaged shipment. As of that date, we no longer had custody of or control over the damaged items or the shipment. Our records indicate that on 10/25/22, Ms. ***** emailed asking for images, which we emailed to her that same day. On 11/9/22, Ms. ***** contacted our Laura B. requesting more claims pictures; this was impossible owing to USPS’ pickup on 10/3/22. That same day, our Cindy W. emailed Ms. ***** USPS contact information. Since then, we have been working to respond to her various complaints.
  
  When Ms. ***** shipped items to us in response to our Offer to Purchase, she agreed to be bound by our Offer’s Terms and Conditions. Among other things, she agreed that “any merchandise you ship or deliver to us is at your own risk, and there is no guarantee of purchase,” that “Replacements, Ltd. is not liable for transit damage and will not return ship any item damaged in transit,” that “if your merchandise arrives at Replacements, Ltd. after being damaged in transit, we will notify you and hold the merchandise for 60 days, during which time you may file a claim with the carrier and/or you may send a carrier to pick up the merchandise and return it to you at your expense,” that “offered prices are for ‘mint’ condition pieces (items with no … damages…),” and that we do “not file claims with carriers or provide photos of transit damage,” although we did provide her photos as a courtesy. Further, she agreed that “ANY CLAIM FILED … WITH A THIRD PARTY CARRIER IS A CLAIM BETWEEN YOU AND THE CARRIER.”
  
  We understood that USPS provided Ms. ***** only $100 in basic coverage, as additional insurance was not purchased on the shipment sent to Replacements, Ltd. We understood that USPS has paid Ms. ***** the maximum for her loss, per the terms of USPS’ policy. She disputes this, we understand. Regardless, Replacements is not a party to any insurance policy covering Ms. ***** and is not liable for USPS’ claims determination process or its disposal of transit damaged property as part of that process.
  
  We have fulfilled our obligations to Ms. ***** and made best efforts to assist her. We will not pay for third party transit damage. Thank you.

  
  Scott *******

  President

• Initial Complaint

  08/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sold several pieces of fine china to Replacements, Ltd. on 05/31/22 based upon an Offer to Purchase. Replacements, Ltd. was supposed to pay me $44.00 for the items. The shipping costs were to be paid by me. I packed and shipped the following: Memory Lane China by ***** ****** - Creamer, Sugar Bowl & Lid, Vegetable Bowl, & Oval Platter. Each item was in mint condition. None of the items had ever been used, but had only been displayed. These items were purchased many years ago by my mother who paid retail price and were not seconds. Replacements, Ltd. paid me $21.50 for the items, less than half of the agreed upon price. I was informed that the sugar bowl and lid both had small chips, but the items were double boxed and there was no visible damage to either shipping box. No payment was made for these items. I was told that the vegetable bowl was flawed and did not sit flat. The vegetable bowl was in no way flawed. I sent a complaint and pictures disputing both of their claims via email asking that they reconsider and honor the $44.00 that was originally offered. Other than the explanation as stated above from Theresa, I never heard back from them. I even sent the complaint again, but no response. No one should be selling their items to this company.

  

  Business response

  08/29/2022

  Dear Ms. ****,

  We appreciate your feedback regarding our inspection of your merchandise and your broken pieces.  We include the damage page with your receipt results for you to use in filing your claim with the carrier.

  The prices that you were quoted are for pieces that are in mint, or excellent condition; therefore, due to condition of some of your merchandise, the prices we could offer you were discounted. We have created videos to show how we inspect to assist sellers with reviewing their pieces.

  
  https://www.replacements.com/sell-to-us/inspect-your-pieces/

  
  Thank you again for selling to us and for taking time to provide us with valuable feedback.  I am sorry it wasn't a pleasant experience for you.  If you would like to discuss this matter further, please contact me directly at your convenience.  

   

  Sincerely,

  Jamie *. ******
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. 2925
  Fax:  336-697-3100
  jamie.******@replacements.com
  www.replacements.com

  Customer response

  08/30/2022

   I am rejecting this response because:
  

  I do not think Replacements, Ltd. is an honest company to do business with, especially in terms of selling items to them.  I have sold many items on **** and have never had a buyer discount mint condition items or claim that items were chipped when the items were double boxed AND there was no visible damage on the shipping container.  Replacements, Ltd. uses every means of obtaining items for free or at discounted prices from those originally quoted.  They rely upon sellers to accept their weak argument because it is just too much trouble to battle them.  They should be ashamed!  I think sellers should be aware of the tactics used by this company and should NOT sell to them.  

  
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an offer to purchase # ********. Customer number ******** from relacements Ltd. at 1089 knox rd mcleansville nc 27301. They were going to buy my dishes for $396.00. I went and bought packaging materials from uhaul and packed them like they were going to war. They told me almost all broke. It cost me 70.00 to ship. They offered me 67.00. My bad for not reading reviews or paying insurance. Shame on them for how they are scamming people. I think they should start recording video when unpacking peoples dishes.

  

  Business response

  08/15/2022

  Dear Ms. *******,

  I am disappointed to learn that you had an unpleasant selling experience with us and that your shipment incurred damage. I see we first contacted you regarding this on 8/1/22.  I also note that you shipped by Fed Ex.  Please use your "damaged" report page to file a claim for $348 with FedEx.  We did not claim a few of the items you sent us, as these pieces had damage that was incurred prior to shipment, as noted by the wear of the pieces.
  
  The Baronet by Gold China was sent as pattern Marlboro by Mikasa, meaning it was inadvertently sent in misidentified.   When a pattern is misidentified and there is breakage, we claim it at the price you were expecting for the other pattern on your offer.  

  I hope this helps with the next step to take with Fed Ex.  Again, I am sorry for the inconvenience and that your experience with us was less than stellar.

   

  Sincerely,

  Jamie H. L*****
  Manager, Customer Experience
  REPLACEMENTS, LTD.
  PO Box 26029
  Greensboro, NC  27420-6029
  336-697-3000, ext. 2925
  Fax:  336-697-3100
  *****************************
  www.replacements.com

• Initial Complaint

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 1/15/2022, order number ********. During the week ending 1/23/2022 I contacted the company as was told the items were in the packaging process and would ship the next day using USPS. Today I telephoned the company to find out the status of the order; however, when a supervisor was to answer the telephone, that individual disconnected the call. Subsequently I was greeted by individuals that do not understand the meaning of customer service. To date I have no clue where my order is, when or if I will receive the order.

  

  Business response

  02/01/2022

  Dear Mr. ****,
  
  We apologize for the delay in your order.  Your order was shipped this morning (Tuesday, 2/1) via USPS Priority Mail, with tracking number **********************.  We are sorry that you felt our customer service was not superior.  I did listen to these calls, and I want to relay that the perceived purposeful disconnect by our team member was a failed transference of your call to a member of leadership.  We had no intention of hanging up on you, so we do apologize that you feel that was a result of the conversation.
  Please feel free to contact us with any further questions.  Thank you for your feedback and for your order.
  
  Sincerely,
  
  Jamie L*****
  Customer Experience Manager

  Customer response

  02/01/2022

  To provide appropriate customer service relies on accuracy of communicating with the customer. Misleading customers results in distrust. It is unfortunate that a complaint could not be handled within the company but instead had to be addressed through the BBB. We have lost faith in purchasing from this company. 
  
  
  

• Initial Complaint

  09/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for multiple plates of different sizes and mugs. I was planning getting ready to move in the next 2 weeks so I had it delivered to my new address. I put the billing address as my old address (where I was still primarily living at the time). I was ordering quite a few things online at the time and regardless of which address they went to I was opening up every single one and labeling it because I am OCD and wanted to make sure I knew what everything was for unpacking. With everything I was trying to get done while moving into the new house and unpacking, I never received my order. Now that I have fully moved out and unpacked I realized how long it has been since placing my order. I dug through my emails and finally found the email (hidden in the million other spam emails I get constantly from them) stating it was delivered weeks ago!! Regardless of which address they sent it to, I was at each residence each day and never received anything!!

  

  Business response

  09/29/2021

  Dear Ms. *****,

  As FedEx has relayed to us that this shipment has been delivered to the address requested by the purchaser, we typically do not replace or refund those orders.  We hope you understand our stance with this policy.  However, as a courtesy, we are resending your order to the ***** **** ** ** ************ ** ***** address. We apologize for any inconvenience.

  Sincerely,

   

  Jamie L*****

  Customer Experience Manager

   

*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. ↩