ComplaintsforHistoric Houseparts
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Complaint Details
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Initial Complaint
04/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Horrendous customer service. Ordered tile and never received confirmation of shipment. Had to reach out 3 separate ways to finally get a response. Tiles arrived, drop shipped from the manufacturer, and every tile was shattered. Have provided all photo evidence that Historic Houseparts requested and still have not received a refund. Filing the claim is between the company and the manufacturer, not the customer.Business response
05/04/2022
Yes, ***** was refunded on 4/16, transaction receipt is attached. We were notified of the broken tile via email sent after business hours on Friday 4/9 which was received by Kathy on 4/11 (Monday) and she responded to ***** that day. Tracking info was provided to the customer when the order shipped on 4/6.
An aside, that has some bearing on this situation: Our domain had been hacked the week of the 7th so our emails to customers were not all getting through, many were bouncing back due to the hacking which had resulted in our domain being blacklisted by ************. Our server admin got that resolved in a few days but many emails to customers were bouncing back unfortunately, and *****'s messages to our staff happened within that time frame.
Regardless of this, Kathy responded on the 11th to find out if ***** wanted replacement tile or not and requested the specific photos we needed of the tile to file a claim with the shipping carrier. Once we received the photos from ***** on Tuesday or Wednesday, we credited her back for the order on Friday the 15th, and it settled on the 16th. If she has not seen it in her bank account she should contact her bank, to find out the time frame for them to release the funds back to her.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.