ComplaintsforClay Factor LLC

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi there, Back on May 21, 2023, I bought a Canary Yellow Gift Set - a set of ceramics - for a friend's wedding from Clay Factor Ceramics. I found the business online, recommended by a few ********-based web pages. When the package didn't ship to my friend's home in *****, I contacted them on May 30th, then again on June 7th. There was a label created, but they said the package went missing. I checked, and my friend did not receive it. On June 12th, I let them know. The seller got back to me on June 14th to say "we'll get started on a replacement right away and should be shipping out Monday. We'll use the same tracking so stay tuned."However, the package never shipped. I contacted the seller several times since then - they got back twice - pushing back to the send date each time. The last time I heard from Clay Factor Ceramics was on July 10. They said "Our shipping room has been back up recently. Your replacement is shipping out next week and I'll make sure it's prioritized."Since that date - nothing. I've checked back in to see if it shipped. I even got an app called "Shop" that's supposed to track the shipment once it gets sent out. When I contacted the seller on July 19th, I said I'd settle for a refund, and just call it. I paid more than $200 for both the gift set and the shipping. I still haven't heard back. It's extremely frustrating because an attempt to shop local and support local artists completely backfired. It's been more than 2 months since I ordered this wedding present, and I have serious doubts that it will ever get to my friends in ******. Order #CF51735.I have a ****** thread I can forward to someone with the BBB once I get connected to a person.Also, I'm not sure if the address is correct. That's the address to "*************" - which sells the goods. I ordered online, so I don't have a street address... and it's been extremely hard to locate one.

  Business response

  08/07/2023

  The customer placed the order as she described. Order was shipped almost immediately, but *** lost the package and showed as never arriving.
  We shipped the replacement order and now the *** tracking 1Z83X59E0307154523 shows the order requires pickup by the recipient.
  This means the package was delivered to the recipient and they just need to pick up the order. Once the order leaves the studio it is out of our hands. If further action is required by the recipient to pick up the order, they should follow the directions on the *** website and pick up the order. We are not responsible for how *** decides to handle shipped package. See attached image.

  Customer response

  08/08/2023

  For what it's worth, my issue with the business was lack of communication. I understand that things get backed up, and it takes a while to get orders shipped out. All I wanted to know was when the order left the studio, so I could pivot my attention to **** My tracking app never updated, and I didn't hear back from the seller, so I wasn't sure what to do. I still don't know when the order shipped - but I'm glad the package made it to ******. My friend has no problem retrieving the package.

  Customer response

  08/08/2023

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩