Complaints

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:12/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ornaments arrived in poorly packed conditions, resulting in one of them being broken during shipment. I reached out to the company multiple times and they refuse to respond.

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered 4 items from said company, was charged $41.95, and never received the items. Company never would acknowledge loss.

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered a personalized ornament for my husband, as this is his first Christmas as a father. This company spelled my son’s name incorrectly. (Please see attached pictures of my order with the correct spelling Theodore, and the ornament with the incorrect spelling Theadore. I’ve tried to get this resolved with the company and each time a different person responds to my email, asking for information I’ve already sent. That is if that email you back…I also read other complaints about sending the email during their business hours, which I make sure to do. I did just want a replacement, but now I just want my money back and I will purchase an ornament somewhere else. I paid $9.59 for the ornament and $12.99 for shipping for the incorrect spelling and now a worthless ornament.

• Initial Complaint

  Date:11/19/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 9/27/2024 I ordered 12 ornaments. I have bought Ornament Shop ornaments for my children and grandchildren for about 8 years. Almost a $175 order each year. Ornaments were ALWAYS received in an Ornament Shop embossed red velvet bag for presentation and storage. Last month the order came with 1 red velvet bag. I emailed to ask where the other 11 red velvet bags were. They said they are only giving bags for certain ornaments. I then asked for the other 11 bags to be sent as good customer service for steady customer because nowhere was it written that their policy had changed. They answered that now they are complimentary. I then quoted the dictionary definition as "given or supplied free of charge" to the representative and told her to forward these emails to her supervisor. I also said I would put negative feedback and reviews on social media if this wasn't rectified. The last email I received stated: "I apologize our processes have changed and now only the printed ornaments are receiving the red bags. The hand personalized ornaments no longer come with the red bag. I apologize for the inconvenience. Your order only contained 1 printed ornament therefore only 1 red bag was sent." THIS MAKES NO SENSE WHATSOEVER. I WILL NEVER USE ORNAMENT SHOP AGAIN. POOR CUSTOMER SERVICE. Beware of their ignorance. I am requesting 11 red velvet bags to be shipped to me at no charge, or a full refund for the order that I feel I received is incomplete.

• Initial Complaint

  Date:10/10/2024

  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.

  Purchased an ornament as my daughter just bought a house, within 40 min of me sending the order , she called and house failed inspection, I immediately sent email cancelling order. I called this morning and the ********** only states they can be contacted by email only. I have sent 3 emails, no response. We have a 24 hour window in ************* in which to cancel, I am well within that time. I have no use for an ornament with a house address, my daughter did not purchase...and I cancelled nearly immediately.

  Business Response

  Date: 11/01/2024

  Hello,

  I apologize, the order and emails were received after our operating hours. However, we were able to cancel the order the next business day! Please reach out to [email protected] if you have any further questions!

• Initial Complaint

  Date:01/26/2024

  Type:Product 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 online I/6/24 Order # ******** TRACKING #: 9************************* Total order 38.33 (21.08) I ordered 3 personalized ornaments. I received the 3 but 2 were personalized by hand and it looks like a small child did the writing. I have called and sent 2 emails with no answer. I would like a refund for the 2 horrible ornaments

  Business Response

  Date: 01/30/2024

  Hello, I am sorry to hear that there were quality issues with your order. We responded via email on 1/18 and 1/25 requesting pictures so we can look into a resolution. Can you please email images of the unsatisfactory items you received to ********************* so we may review and offer a solution? 

  Business Response

  Date: 02/07/2024

  Hello, I am sorry to hear that you are disappointed in the quality of handwriting you have received. As a one-time courtesy, we will process a refund for the two ornaments. Each ornament is personalized by hand and all the handwriting styles are uniquely different so we are not able to guarantee a personalization will match a preview or sample image. You should see the refund in 7-10 business days depending on your financial institution’s processing time. I'm sorry for this issue and any disappointment.

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *****
  

• Initial Complaint

  Date:01/11/2024

  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.

  The Ornament Shop stated my order was received and shipped around the 23rd of November 2023. They stated that the estimated delivery date was December 4th, the tracking information has said that the order is ready for pickup by UPS the whole time. I never received this package. I have tried to call the company several times and I have also contacted them via e-mail. I can't reach anyone by phone and I have received no response from the Ornament Shop. order # ********

  Business Response

  Date: 01/16/2024

  Hello, I am sorry to hear there was a problem with your order. We received 1 inquiry regarding Order #********. On 1/10 we confirmed your order was lost in transit and initiated a refund for the order. You should see the refund in 7-10 business days depending on your financial institution’s processing time. If you have any further issues, you can reach us at [email protected]. We hope you have a great day!

  Customer Answer

  Date: 01/16/2024

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:01/07/2024

  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 ordered christmas ornaments in late Nevember. They were shipped and I was suppose to receive them Dec. 13. When they did not arrive I checked with the post office and was told they were lost. I tried contacting the company, but they do not answer their phone. I sent 2 emails and when I did not get a response I put the charge in dipute with my credit card. I wanted to reorder the ornaments and my order was cancelled. I was told since I wanted a charge back they will not honor any orders from me. In the meantime they have not responded to the credit card company about my dispute.

  Business Response

  Date: 01/09/2024

  Hello, I apologize for the issue with your order. We received 2 emails on 12/18; our normal response time is 24-48hrs. Your second email indicated that you submitted a dispute with the credit card company. We sent a response on 12/19: “Hi, this package is lost in transit in looking at the tracking. I'm sorry for this issue. We would have been happy to assist and resolve this quickly for you however now that you'd initiated a credit card dispute, we're unable to do so. We'll have to work through that process with the credit card company.” We received the chargeback on the credit card and the chargeback was not disputed to from our side, so the chargeback was automatically approved. Please reach out to your credit card company if you have any further issues. Customer accounts that have filed chargebacks are placed on our Fraudulent list. I apologize for any inconveniences and hope you have a great rest of your day.

  Customer Answer

  Date: 01/18/2024

  Regarding response made by the business in reference to complaint ID ********.

  The credit card chargeback has not gone through.  The consumer has not been refunded.

   

  Business Response

  Date: 01/22/2024

  Hello, I am sorry for the inconvenience this has caused. If you are not seeing the chargeback completed, you will need to contact your credit card company to alleviate this issue. Please contact us at [email protected] if you need any further assistance. 

• Initial Complaint

  Date:12/19/2023

  Type:Product 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 for 3 Christmas ornaments placed 12.12.23. Order received for 3 Christmas ornaments on 12.16.23 When we received the package - the entire side seam of the bubble envelope was open. It appeared that the envelope was faulty made possibly as it is a clean seam - not opened by scissors or anything else. I have reached out to Ornament Shop 5 times via the email address - *********************. No response. I have called ornament shop - they do not allow you to leave messages and advise you to leave them an email at *********************. On the web-site they have a contact section for any issues. I have reached out to them 4 times via this route - no response. On Facebook, the feedback around this shop are horrible when it comes to customer service. Most state they never got refunded or the issue fixed by this company. I would either like my actual ornaments delivered or a refund of my money. Thank you.

  Business Response

  Date: 01/02/2024

  I'm sorry to hear there was an issue with the order that was received. On 12/19/2023 the issue was resolved through email with the customer. Replacements for all missing items were sent.

  Customer Answer

  Date: 01/02/2024

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:12/13/2023

  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.

  This business offers personalized Christmas ornament with name and date. I ordered two--one was for my grandson, Henry. I placed my order on November 27th, 2023. It arrived on December 5th, but it was defective. The '2' in "23" was practically gone. I immediately told the merchant, and offered to return the defective item. I also sent a picture. Two days later I finally got a response, telling me they were sorry, and that a replacement had ALREADY been sent out to me EXPRESS and would arrive shortly. On the evening of December 11th I received another email from this company telling me the replacement order was canceled, with no explanation as to why. I sent emails to both addresses they use, asking for an explanation. They responded today, saying only that the item is "out of stock" so they will not provide it, and that they've issued a refund. Neither is true. There has been no refund issued, per Chase Bank, and as this is a Hallmark item it is in fact available from several places. This business never offered to replace the defective item with another order, either. Their customer service is terrible, they lie to their customers, and they are not reliable or trustworthy. Had they addressed this issue in a more timely way, and indicated that they cared AT ALL about me, the customer, I would not be filing this complaint. Other consumers need to know about the way these people treat their customers and run their "business."

  Business Response

  Date: 12/13/2023

  Hello, I am sorry to hear that your ornament arrived damaged. We received an email on 12/7 notifying us of the issue and responded on 12/8 that we had requested a replacement, and you will receive confirmation by separate email once that was complete. Unfortunately, when our team went to process your replacement order, the item was out of stock. A refund for the item was processed on 12/12. You should see the refund in 7-10 business days depending on your financial institution’s processing time. We have also provided a coupon in our email correspondence for the inconvenience and disappointment this may have caused. 

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ****