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Complaint Details
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Initial Complaint
12/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Uncommon Goods Ordered on 12/3/22 Purchase price, $240.45 Paid for express shipping Expected to arrive no later than 12/22/2022 Did not receive the items. I called them three times to cancel the order. They will not cancel it. They said it has not shipped and will be delayed.Business response
12/26/2022
Hello *******!
Thank you for contacting Uncommon Goods! We're so very sorry that your New ********** Custom Birthday Books were not delivered on time. We see that you were refunded in full on 12/23/2022. The maker of our various New ********** books is experiencing major production issues. Again, we apologize for missing this important date. We hope to see you here again.
Customer response
12/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
12/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Guaranteed delivery by December 22nd after paying for expedited shipping. Now have an email saying delivery is scheduled for December 24th.Business response
12/26/2022
Hello ****!
Thank you for contacting Uncommon Goods! We're so very sorry that your New ********** Custom Football Book for the ************* hasn't been received. The maker of our New ********** books, the birthday, anniversary, and all sports books, has had a major production delay. While our Custom Team is working closely with the maker, we've not been provided the ship date. We'll update you as soon as we have a confirmed date. In the mean time, we've refunded your Express shipping fee.
Initial Complaint
12/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a New ********** Custom Birthday Book for $99.95 at 10:49 pm on 12/15/2022. I had intended to purchase a *************** Custom Birthday Book.I contacted customer service at 10:56 pm (7 minutes later) to correct my order to the intended item, and was refused. The book will not ship until February 2023.Customer response
12/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*********************************
Initial Complaint
12/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for a custom sweatshirt on 12/7. The website said that a proof would be sent in 1-2 days. It was not. I was being patient with the holiday season but then I found the same exact listing on **** for $60. I opened a chat with customer service rep ******** of ********************** on 12/10. She told me to call back tomorrow (12/11) and I will be able to get a refund at that point since I still hadnt received the proof. I just called (12/11, 2:11PM EST) and spoke to ****** who informed me that they cannot refund me after all, that they do not even have a way to contact the vendor directly and it will take 3 business days to REQUEST to speak with them. This is now bringing us to the 14th. I asked to speak to a supervisor. I was told that would also take a couple of business days to request. This is all so unbelievable and disappointing as I have been a loyal customer and enjoyed the site. Not anymore. I have also asked both ****** and ******** to cancel my perks membership and neither even took a second to respond to that request. I want my money for this order refunded immediately. I was supposed to receive the proof no later than the 9th. Its now the 11th and ** being told no one knows what is going on, essentially or if or how to get my money back.Business response
12/17/2022
Hello *****!
We're so very sorry that you'd not received your proof when expected. Our Custom Team has been in constant contact with the maker as they are experiencing ****************** delays. Our Team was happy to cancel your order and refund you in full.
Customer response
12/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
That is extremely Dakar I had to jump through hoops to speak to someone to finally cancel it. Review your phone recordings and online chat.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
August 30, 2022 I placed an order of this customized map for a total of $167.98. I placed this order for a dear friend of mine who was expected to marry 11/12/2022. Unfortunately, I was told shortly after placing the order that they had to push the date. I reached out to Uncommongoods and they expressed that this was customizable they were unable to exchange and offered 50% next item not including shipping. After speaking with SEVERAL representatives I was told by 2 supervisors that they would reach out to the distributor and fix this problem by shipping me a new one with the correct date. However, that is not what was said after calling today. No one reached out to me and Ive been fighting this since august its now November. I would like a refund at this time as no one has been able to fix this problem for me. Ive been tossed around to representative to representative. This company has horrible customer service even after promising me that they would help fix this issue.Business response
11/21/2022
Hello ********!
Thank you for your review! We'd like to assist you further. We've located your correspondence and see that the request to change the date was made after your item was received. We do understand that dates can change! Our policy is to offer a replacement at 50% of the subtotal plus shipping. We're very sorry the frustration shopping with us has caused and have refunded you in full. If you'd like to reorder, we'd be happy to place the new order for you!Initial Complaint
09/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a smoking cloach for my husband for Christmas last year. We have used it a couple of times and recently it just stopped working for no reason. I contacted uncommon goods to let them know that I wanted to replace the item and they told me that they could do that for me because they offer a lifetime warranty with products. I sent the item back and they sent me an email with a gift card for the price of the item. I was not given the choice of just exchanging. They only will give credit. The amount of the gift card is for $208 and that was the cost of the item when I purchased it in December 2021 . The cost of the item has now increased and it is $240. I understand that prices can increase, but it is no fault of mine that the product stopped working unexpectedly in less than a years time. I should not have to pay more for the exact same item. This is not acceptable and is false advertising.Business response
09/26/2022
Hi ******,
We're so sorry that your *******'s Smoking Cloche stopped working and for how frustrating this experience has been for you. It is true that we stand behind our products for their lifetime and will gladly replace an item if it stops working or issue a refund, once the defective item is returned to our warehouse. Typically, when issuing a refund, our system automatically sets up the credit for the original purchase price, so we're unable to issue refunds for more than what was originally paid. For example, if a refund was to go back on a customer's credit card, we could not refund more than was initially charged. The same holds true for a gift certificate, the amount charged and the amount refunded would need to balance out to zero.
After looking into this for you, we see that a gift certificate was selected when the issue was reported, which is why one was emailed to you. We also see that our customer service team followed up with you on September 25 and canceled that gift certificate and issued a no-cost replacement order (********) that shipped on September 26. Your replacement is expected to be delivered by October 5.
Again, we're extremely sorry for this less than stellar experience. We'll follow up with the team to provide feedback and appreciate you giving us the chance to make it right. Let us know if we can help with anything else.
Customer response
09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
09/22/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Looking at past reviews it seems that this is nothing new for Uncommon Goods and their vendors. I placed an order for a custom anniversary gift that required me to sign off on a proof that I would get within 1 or 2 days of the order. More than a week later I was asking "where is the proof?". because the anniversary was fast approaching. Only AFTER contacting them via email and telephone did I get a proof to approve. And I did so immediately by return email. I also asked if they could speed up the delivery. The answer? "Sorry, the vendor doesn't do rush deliveries". Really? Uncommon Goods and their vendor has no obligation or feels any kind of responsibility to make an accomodation when they ***** up an order? So now the estimated delivery is way past the anniversary date. And I'm left to go find another gift in time for the party.Business response
09/22/2022
Hello *****!
Thank you for your review of your experience with Uncommon Goods. We appreciate your feedback!
We're so very sorry that we hadn't sent your proof within the promised 1-2 business days. We've really dropped the ball! Although this maker does not offer rush production of your item, we've requested that your shipping speed be upgraded to Express 1-2 business days. Our sincere apologies for our mistake. We'll follow-up shortly with confirmation of your Express shipping. We're always here to help!
Customer response
10/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
08/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On July 18, I ordered a custom-made art piece from the Uncommon Goods website. I provided all the details and received via email a confirmation of my order. I was told that it would take 1-2 business days to receive a proof to approve for the art piece, and then about 4 weeks to receive the product after approval, which would put us at about August 18 delivery date. On July 21, I realized that I had not received the proof. They said they sent it to my email, but they did not. I realized there was an issue with them sending email to me, so I called them and said to send everything from that point on to my work email. After another 2 days, I received the proof to my work email. It was all wrong, and I could not approve it. This was on July 25. They sent a link asking for approval or not, which I said not and told them what was wrong. So this is a week to get a proof after they said 1-2 days. So now I am waiting for a corrected proof, which I still do not have. ******** services said that revisions would take 1-2 days longer. For god's sake why would a revision take longer than the original? As of today, despite my asking every day, I still do not have a proof to review or approve. At this rate, I won't receive my product until August 24, for something for an August 12 wedding.Business response
08/01/2022
Hi there, We'd love to get this resolved for you! We were informed that there was an issue with the initial email address, so the revised proof was sent last week to the updated alternate email address. We have just sent the revised proof again today to the updated email address. Please check your inbox, spam and junk folder. If there's anything else needed, please reply back to the existing email thread. We're here to help!Initial Complaint
06/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
You sent a payment of $20.99 USD to UncommonGoods (************************)It may take a few moments for this transaction to appear in your account.I DID NOT Sign up for a membership, this is fraudulent and I expect a refund and a expedient cancellation.Business response
06/21/2022
The uncommon perks (free standard shipping) membership free-trial was used for your order placed on 6/8/22. Because the trial was not canceled, the auto-renewal occurred on 6/21/22, and this is the charge you are seeing. It looks like this membership has since been cancelled, and you should see a refund reflected soon.Initial Complaint
03/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was billed $21.29 for a membership to Uncommon Goods. I did not sign up for a membership. You sent a payment of $21.29 USD to UncommonGoods (************************)It may take a few moments for this transaction to appear in your account.Transaction ID ***************** Transaction date Mar 19, 2022 00:38:00 PDT Merchant UncommonGoods ************************ ************Business response
03/21/2022
Customer signed up for our ********************** Perks One Year membership on 3/20/2020. Your membership is automatically set to renew 12 months after you enter into a paid membership, and we'll send you a reminder prior to renewal. You can cancel your membership or turn off auto-renewal at any time by logging in and going to your Perks Account Page. More information can be found on this page, ***********************************. Or here, *********************************************************************************************
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Contact Information
140 58th Street, Suite 5B
Brooklyn, NY 11220-2523
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Get a QuoteCustomer Complaints Summary
41 total complaints in the last 3 years.
12 complaints closed in the last 12 months.