Complaints

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a self-assembled aluminum locker from Bespoke Post on 9/20/2024 for $476.05. When the product arrived, it was thoroughly dented and scratched. The top lid was so severely damaged that it could not sit flush, making it impossible to assemble the locker. Because of this defect, none of the four doors can be installed properly, rendering the item completely unusable and unfit for its intended purpose.I reached out to Bespoke Post multiple times to request a return or exchange, but the company has not provided any avenue for resolution. Despite my efforts to contact them through the available channels, I have received no assistance or guidance on how to return the defective product or obtain a ********* the product is unusable and the company has refused to resolve the matter, I have filed a chargeback through my Citi credit card and reported the issue to the ***. However, I am submitting this complaint to the BBB in the hopes that it will encourage Bespoke Post to engage and offer a resolution, such as a refund or replacement.Please let me know if you need further information to facilitate a resolution.

  Business response

  10/23/2024

  Bespoke Post has reviewed this customer complaint and apologizes for any inconvenience caused. It appears that a resolution had attempted to be reached regarding a replacement from the vendor that produces the locker. Detailed photographs of the damaged panels were requested from the vendor and provided by the customer to assess the damage to the locker before identifying and implementing a proper solution. We apologize for the delays caused by this review process. We have reached out to the customer and provided a full refund for the order, and will be happy to help facilitate a replacement unit if the customer is still interested in receiving one. 

  Customer response

  10/23/2024

  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

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on the 27th of December for 3 items from Bespoke post. Order id: ******** 1- farmhouse deep skillet $325 1- sardel olive oil $35 1- sardel chili olive oil $40 I received a package on December 30th that contained: 1-sardel olive oil 1- sardel chili olive oil No packing slip was included in the 12 inch x 9 inch box. The order is listed as complete on bespoke website and I did not receive the 12 inch farmhouse deep skillet.Bespoke post said maybe a neighbor took it and that is not the case as the lobby is under video surveillance. I was not sent my full order and Im being treated like my claim is false.

  Business response

  01/02/2024

  Bespoke Post is sorry about your experience here. It looks like our customer service team has refunded the missing items now. We certainly would not want to give the impression we thought the claim was false, we just want to explore our options as we figure out the best way to handle the situation at hand. The refund has been processed as of 12/30/2023, and Bespoke Post believes this issue to be resolved to the member's satisfaction.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a All-in-one cast iron grill for $200.00 on the 5th July. I got a box on the 8th July and it was a cast iron flat pan worth $55.00 and not what I ordered, I have sent three emails and two phone calls and have got nothing but a run around. My order number was ********, I just want what I ordered and paid for.

  Customer response

  07/16/2023

  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

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to file a complaint against Bespoke Post, an online retail company, for both false advertising and insufficient customer service that has resulted in significant inconvenience and dissatisfaction.The specific issue is regarding a product - the Pro-Ject Audio Elemental turntable - that I purchased from them for $349 plus tax.The product was advertised on their website with an acrylic platter, as seen in the product pictures. However, the item delivered to me had a standard, lower-quality platter. On researching further, I found that the cost difference between the two types of platters is significant - the acrylic platter itself costs $149.Bespoke Post is the only business to advertise the Pro-Ject Audio Elemental Turntable with this image. Additionally, Bespoke prices this item at $100 above any other competitor found via ******* Combined with the image, this led me to believe the item I was receiving indeed came with the upgraded acrylic platter which is available on the Pro-Ject Audio site.I reached out to Bespoke Post's customer service. They acknowledged the issue and promised to send a correct replacement. However, the replacement item, when it arrived, was identical to the first incorrect item. Despite the company's assurances, it is clear to me that they have not made a genuine effort to understand and rectify the issue.Not only has Bespoke Post failed to deliver the item as advertised, but their repeated mistakes in handling my order have caused considerable inconvenience. Now, I am burdened with the task of returning two incorrect items, which involves carrying two hefty packages across my neighborhood in the summer heat. The stress and inconvenience this issue has caused are disproportionate and unfair, considering all I wanted was the product I initially purchased.I am attaching emails, the advert, receipts, and what I received.I seek your assistance in achieving a fair and satisfactory resolution.

  Business response

  10/31/2023

  Were sorry to hear about your experience with this product. Our goal was to make sure you received the intended product, and certainly had no intention of sending the wrong thing. Shortly after the complaint was filed, Bespoke Post and the user found a satisfactory solution. The customer was able to keep one of the products and receive a partial refund. Bespoke Post made the necessary updates to the product page on the website and believes this issue to be resolved to the member's satisfaction.

  Customer response

  10/31/2023

  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

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I canceled my membership with Bespoke Post because I moved. They continued to charge me every month since last June 5th . I didn't know and found out in monthly bank statements. They never had my permission and I have emails from bespoke worker and my self that prove that I asked to cancel membership and they continued without my knowledge. This is unacceptable. *************************

  Business response

  03/08/2023

  Bespoke Post is sorry for the confusion in this matter. It appears the customer had signed up for two subscriptions under two different email accounts. Bespoke Post cancelled the one as requested in 2022 and has now cancelled any additional accounts. Bespoke Post has reached out directly to the customer to explain further and make sure the matter is resolved.

  Customer response

  03/09/2023

  Better Business Bureau:
  I would just like to thank the baby for helping make this correction happen. Thank you so much,also thanks to bespoke Post for addressing my problem and making good on it,however I will never use that company again. ***********************;

  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

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ordered a box from bespoke post. This box was never delivered and I was able to prove this so I was given a credit. I had several issues with this company before so I decided it would be best to just get my money back. I had to get a replacement card different than the one I used to make the purchase but from the same bank so I asked them to refund my money and bespoke post was unable to do so and there reason why they couldn't was because my bank would not approve the transaction so I called my bank and they told me this was not true that if they refund the money my bank would have no problem approving the transaction. several months go by and I try again to resolve the issue and I have the same problems with bespoke post and they are telling me that the transaction will not go through and that I should just order another box so I told them since they have a problem that they can just mail me a check and I was told they could not do this. It has been a year and they still have my money which is against the law. Its my money and they are stealing from me. I cannot get anyone to resolve the issue so I'm reporting them so I can get my money back

  Business response

  10/27/2022

  Bespoke Post is sorry to hear about your experience. Bespoke Post has attempted to issue a refund on this order on 16 different occasions ranging from 10/9/21-10/24/22. On October 24, 2022 when Bespoke Post attempted to refund the order, the attached message from the payment processor was received. It reads, in part, The customers bank suspects fraud they will need to contact their bank for more information.
  
  
  Bespoke Post is more than happy to refund the payment once this issue is resolved so this can be resolved to the customers satisfaction. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently signed up for a Bespoke Post Subscription via an ad I got on a social media site. I thought it was a cool concept and they really push it by reassuring you that it'll only ship out if you approve your box that month, you can change it, skip it, etc. and you'll have plenty of time to do so. I thought "oh sure, thats great!" -- considering that is the most annoying thing about the past subscriptions like this that I have had. I signed up and they already had an item picked out. I didn't need it so I was either going to change or skip or cancel my subscription altogether. This was on Friday 7/15 - I also saw on there that the next box would ship out the 4th of the month, which I assumed I had plenty of time to make changes then. I assumed wrong apparently. I was sent an email over the weekend that seemed like a newsletter/email list type of email (which btw, I do not usually check my email on weekends because I try to stay unplugged). Today (Monday 7/18), I was sent an email confirming my shipment on an order. I called customer service to get a refund and she says its already shipped out (btw the label was only created so it potentially could have been stopped from being packed and sent out as I have done this numerous times as a fulfillment and customer service employee myself). She said I'd have to jump thru the hoops of returning it, etc. and only then would I get my refund. After this, she explains to me that because I'm a new customer, my box is sent early. Which is funny because nowhere does it tell you this process. It is ill-advertised and feels as though a marketing trap so you are stuck in a subscription. Or likely, they make most of their money off the first month of people just "trying it out" and getting sent an automatic order that they will just go with because "oh well it already sent." This is deceiving advertising and really ***** that I have to add this to my list of stupid errands I don't have time for.Please fix this. That's all I ask.

  Business response

  07/18/2022

  Thanks for reaching out - Bespoke Post is sorry to hear about your experience.
  
  
  Our system is showing you signed up as a club member for our monthly boxes on 7/15/22. Whenever someone joins anytime other than between the 1st and the 5th, we present a box that we think you'll like right away. You have 12 hours to either opt out or change it, but it looks like that wasn't done here, which is why the box was prepped and shipped out. 
  
  
  Bespoke Post has gone ahead and proactively refunded the shipment. 
  
  
  Bespoke Post believes this issue to be resolved to the member's satisfaction.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the split axe and never received it yet I was sent the weekender. I would like to be charged for the weekender but also get the axe I ordered originally.

  Business response

  05/18/2022

  Bespoke Post is more than happy to make sure the customer receives everything they intended to order. We'll follow up with the customer directly and re-ship the product that was initially supposed to be received. Bespoke Post believes this will be handled to the customer's satisfaction.

*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. ↩