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Business Profile

Online Retailer

Trending Custom

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

Customer Complaints Summary

  • 84 total complaints in the last 3 years.
  • 33 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/06/2023

    Type:Product Issues
    Status:
    Answered
    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 on Jan 17 2023 and still have not received my product, as of 2/6/2023. No phone number to reach company. Email is going unanswered. No problem charging my credit card right away. Horrible and disgusted

    Business Response

    Date: 02/21/2023

    Dear *******,


    Please accept our sincerest apology for the delivery issue and we truly understand how it can be frustrating that your order hasn't arrived to you a bit sooner. This is an unusual issue and we are trying our best to avoid the same problem in the future. We would like to take the opportunity to resolve your concerns and earn your continued trust. Weve checked your order and saw that it was delivered to you on Feb 8, according to this link: **********************************************************************************************************************. We do hope that you love the item as many other customers do.  


    Your sympathy is very much appreciated at this time. If you have any other questions or concerns, please let us know. We are always here to assist you.


    Regards,
    Trending Custom


  • Initial Complaint

    Date:02/02/2023

    Type:Delivery Issues
    Status:
    Answered
    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 gift for my girlfriend because the advertisement guaranteed delivery before valentines day...only to get an e mail a week later saying the order would not be there b4 valentines day, and that they were offering 10% off of my next order for the inconvenience. First off...a gift after the occassion is in bad taste to ssay the least, then they offer a paltry 10% on the next order! Why would I order form them again when they royally screwed up my 1st order? I replied stating what I would've rather heard was that they were offering free overnight shipping to get it to the recipient by *********** day. THAT is a sincere effort in honoring the deal entered upon purchase...10% is simply not sufficient, as it is not about the money for me. This place is located in ******, and i'm in **********, so i'm baffled as to why they cannot have the gift that was guaranteed to be delivered by V-Day, actually delivered timely! A shipping label was created 1/27...then no activity from there. It seems they create a shipping label immediately (so you cannot cancel the order even though the item isn't even made or sent to the carrier yet), then tell you it's delayed, and offer 10% on your next order. I literally purchased this item because of the guarantee for delivery by Valentines Day. Worse even is the fact that I must spend more $$$ on another gift, because I cannot have my girlfriend beinng the only woman in the office who didnt get a gift on V-Day...to even suggest a thing is asinine...and for a company (Trending Custom) to do it is even WORSE! By the commments on the BBB website, it appears they are known for such behavior (undelivered or severely late item delivery). I just wish I had done more research prior to placing the order...

    Business Response

    Date: 02/21/2023

    Dear ****,


    Please accept our sincerest apology for the delivery issue and we truly understand how it can be frustrating that your order hasn't arrived to you a bit sooner. This is an unusual issue and we are trying our best to avoid the same problem in the future. We would like to take the opportunity to resolve your concerns and earn your continued trust. Weve checked your order and see that it delivered to you on Feb 11, prior to Valentines day. We do hope that you love the item as many other customers do.  

    Your sympathy is very much appreciated at this time. If you have any other questions or concerns, please let us know. We are always here to assist you.

    Regards,
    Trending Custom


  • Initial Complaint

    Date:01/11/2023

    Type:Delivery Issues
    Status:
    Answered
    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 and paid for this product and did not receive it . I wanted it to arrive by Christmas to my son in **** **** and they sent me an e mail saying they could not send it . Why?? They had the correct address. And they have my money . Please resend what I ordered to my son ********************* in **** **** . Tracking no is ********************** Trv no *******. They told me to contact ***** I would like the company to resend gift to my son ********************* at **************************************************************. Thank you so much ! And I paid $36.98 Sincerely ********************* My no is ************

    Business Response

    Date: 01/16/2023

    Hi ******,

    Thank you for taking the time to review us on BBB.

    We sincerely apologize if our email did not reach you. This is an unusual issue and we are trying our best to avoid the same problem in the future. Regarding your email, weve received your request and replied to you right after that. Please allow a little more time for our team to process your request. We will notify you when the request is successfully handled. We've sent an email with the new tracking for your replacement, please check your inbox to see that.

    Rest assured that the issue will be fully resolved and we are sorry for your experience this time. Hopefully we will have more chances in the future to serve you better.

    Thank you for your kind understanding and we wish you all the best!

    Regards,
    Trending Custom

  • Initial Complaint

    Date:12/27/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 placed an order on trending custom website for approximately ***** plus shipping. They took my money. I never received the item. There's no contact information other than email. When I email them they delay getting back to me and give me the run a round. They refuse to reply to my request for a refund or replacement. I contacted credit card company as well..

    Business Response

    Date: 01/10/2023

    Hi ******,


    Thank you for taking the time to review us on BBB.


    We sincerely apologize if our services failed to meet your expectations. This is a busy season so the delivery date was a little later than normal. After checking, we can see that your order was Delivered on Dec 28, according to this link: *********************************************************************************************************.

    Rest assured that we always stand behind our products and services and we are sorry for your experience this time. Should you have further questions, please feel free to reach out to us. Hopefully we will have more chances in the future to serve you better.

    Thank you for your kind understanding and we wish you all the best!

    Regards,
    Trending Custom


  • Initial Complaint

    Date:12/27/2022

    Type:Delivery Issues
    Status:
    Answered
    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 made a purchase on Trending Customs website almost a month and a half ago and still havent received my order. I have emailed them ( only form of customer communication) and received a generic email back stating that they need more information from me. They have all of my info and my money for the item. My order was shipped to my home state on December 18th but 2 days later it was shipped out of state and remains there to this day. I have been scammed before and this is exactly how it happened. Somehow they get a tracking number for something in the customers area so it looks legit but it isnt your actual item you are tracking. I have emailed them again and still waiting for a response.

    Business Response

    Date: 01/10/2023

    Hi *******,


    Thank you for taking the time to review us on BBB.


    We sincerely apologize if our services failed to meet your expectations. This is a busy season so the delivery date was a little later than normal. After checking, we can see that your order was Delivered on Dec 28, according to this link: *********************************************************************************************************.
    We know that we should take further steps to support you at this matter so weve sent you an email 5 days ago to give a better offer but still received no response from you. Please kindly check your inbox to see our response and let us know your decision soon.

    Rest assured that we always stand behind our products and services and we are sorry for your experience this time. Hopefully we will have more chances in the future to serve you better.

    Thank you for your kind understanding and we wish you all the best!

     Regards,

    Trending Custom

  • Initial Complaint

    Date:12/20/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered **** Tracking showed *** delivered my package to my local post office on 12-****2 Package acceptance pending has been the tracking message since then. I contacted my local postmaster and was assured the package was never received. I contacted customer service multiple times and received one canned excuse laden response and nothing since even though I reached out multiple times for guidance. This was ordered as a Christmas gift and its obvious it is lost in transit and the company shows no concern for my situation. At this point I want my money back and also to warn others about dealing with these folks.

    Business Response

    Date: 12/21/2022

    Hi ***,

     

    Thank you for taking the time to review us on BBB.


    We sincerely apologize if our services failed to meet your expectations. This is an unusual issue and we are trying our best to avoid the same problem in the future. Regarding your email, we hope for your understanding at our late reply, our team is dealing with a huge number of requests at the moment. However, please rest assured that we are keeping an eye on your order and will take full responsibility if your order has faced any risk like being lost in transit. We also have our official policy (replacement/ refund) for this scenario so please dont worry about that. 


    Rest assured that we always stand behind our products and services. The issue will be fully resolved soon and we are sorry for your experience this time. Hopefully we will have more chances in the future to serve you better.


    Thank you for your kind understanding and we wish you all the best!


    Regards,
    Trending Custom

    Customer Answer

    Date: 12/21/2022

     
    Complaint: 18616550

    I am rejecting this response because:
    Ill believe your concern when my order is in my hands by Christmas ***. Tell me where it is and ********* and pick it up!
    Sincerely,

    *********************

    Business Response

    Date: 01/10/2023

    Hi ***,


    Thank you for taking the time to review us on BBB.


    We sincerely apologize if our services failed to meet your expectations. This is a busy season so the delivery date was a little later than normal. After checking, we can see that your order was Delivered on Dec 22, according to this link: *********************************************************************************************************.
    In case you have not received your item, please feel free to contact us via ******************************** so that we can assist further. We also sent an email to you regarding this order, please check your inbox and reply to us so that the issue can be resolved soon.

    Hopefully we will have more chances in the future to serve you better.
    Thank you for your kind understanding and we wish you all the best!

    Regards,
    Trending Custom


    Customer Answer

    Date: 01/18/2023

     
    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.
    The vendors communication and tracking information from their shipping contractor is still subpar at best. Hopefully it improves in the future.


    Sincerely,

    *********************

  • Initial Complaint

    Date:12/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My Christmas ornament all the names are backwards. Like ornament but I want to read names!! Want new ornament done correctly

    Business Response

    Date: 12/14/2022

    Hi ******,

    Thank you for taking the time to review us on BBB!

    Please don't worry about your order. Your Acrylic ornament should be covered by the protective seal to ensure it would go safely to you without any damages. Please kindly peel off the brown plastic cover to see the front side of the correct *********** is tutorials: https://imgur.com/a/mUSQAMe


    We hope this helps. Please kindly get back to us via **************************************** with your update so that we can assist further if needed as soon as possible. 



    Kinds regards,
    Trending Custom

  • Initial Complaint

    Date:12/07/2022

    Type:Product Issues
    Status:
    Answered
    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 2 wooden ornaments that had family members impressioned upon them along with their names. Both ornaments were received in the same Box for the same order. One of the wooden ornaments was perfectly fine. The other had the names spelled backwards. I went to their website to see if there was something that would indicate what the problem was, I learned that for ceramic ornaments you have to peel a label off. There's no such label on the wooden ornament that was had the word spelled incorrectly. The other wooden ornament was spelled correctly. I contact it trending custom, and was told to peel back the label on the one that had a spelled backwards. There's no way to peel anything backwards. I let them know that and they've not contacted me and are avoided me. I sent them a second follow up email and have heard nothing. Their website States that they respond within 12 hours And it's been well over 24 hours for both emails which were sent separately A-day or 2 apart from each other. So I'm complaining that they're not responding, and that they gave me unusable goods. All of this is very concerning as I've done business with them in the past and never had this problem. I hope I provided you with enough information if not please let me know. Sincerely *******************************

    Business Response

    Date: 12/10/2022

    Hi ********,

     

    Thank you for taking the time to review us on BBB.


    We sincerely apologize if our services failed to meet your expectations. This is a busy season so our reply was a little later than normal. Weve replied to your email. Please kindly check your inbox to see our response.


    Regarding your order, weve checked and see that your order includes one Wooden ornament and one Acrylic ornament, and the one you see backwards is the ***********. Therefore, please dont worry, and kindly peel the seal off to see its actual design. Please check out the tutorial: https://imgur.com/a/mUSQAMe

    Rest assured that we always stand behind our products and services and we are sorry for your experience this time. Hopefully we will have more chances in the future to serve you better.

    Thank you for your kind understanding and we wish you all the best!

    Regards,
    Trending Custom

  • Initial Complaint

    Date:11/26/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 writing on my ornament is backwards. You need a mirror to read it

    Business Response

    Date: 11/28/2022

    Hi ******,

     

    Thank you for taking the time to review us.

    Please don't worry about your order. I've been advised by our team that the ornament should be covered by the protective seal to ensure it would go safely to you without any damages. Please kindly peel off the brown plastic cover to see the front side of the correct *********** is tutorials: https://drive.google.com/file/d/19gB4khcOFvIFeXtuMApa6kapTOc-rLb7/view


    We hope this helps. Should you have further questions, kindly get back to us via ********************************* We're always happy to assist!

    Kinds regards,

    Trending Custom

  • Initial Complaint

    Date:10/24/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered a product and was fraudulent charged to my PayPal multiple charges and an automatic payment subscription enrolled. After contacting seller they changed their contact information after cutting me off mid chat to dispute. I now see they have many complaints.

    Business Response

    Date: 10/25/2022

    Hi *****,

    Thank you for taking the time to review us on BBB! 

    First of all, we are sorry to hear about the charges received/reflecting in your PayPal account. Upon checking, the amounts we captured under the email address ***************************** were $25.68 and $21.49 only. Weve sent you an email to show our PayPal records showing your authorization and payment, as well as the charge you disputed. Please kindly check your inbox and reply to us in case you still have further questions.

    Besides, kindly understand that we don't have subscription fees. We believe that the extra charges were pre-authorized charges from PayPal (PayPal is holding a specific amount, but no funds are transferred, only reserved). These charges will eventually fall off or expire within 7 business days or once the order is fulfilled. We highly suggest contacting PayPal directly to turn off or remove the pre-authorized setting in your account. Should you have further questions, please let us know. 

    Thank you for your kind understanding. 


    Regards, 

    Trending Custom

Trending Custom is NOT a BBB Accredited Business.

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