Business ProfileforMatthews International Bronze

I am writing to file a formal complaint against ********************************* located in ************ and Matthews Cemetery Products regarding their unprofessional conduct and failure to deliver services as promised. My grandmother, *************************, and I have been experiencing significant emotional and mental distress due to their negligence.In October 2023, we ordered a memorial stone for my late grandfather. We had an appointment in November 2023 where my grandmother provided four photos and chose the layout for the stone. Despite paying $4,555.50 in full in January 2024, the stone has not been set as of May 2024. When my grandmother visited my grandfathers grave on his birthday, she was heartbroken to find no stone in place.We were recently asked to choose the same layout again and sign a document dated January 24, 2024, which the staff falsely claimed they had just received. This incident involved ***************************. Additionally, the entire staff at the ************ location, including the receptionist who repeatedly transferred me to ******* voicemail, has demonstrated a lack of professionalism. Despite contacting the company's supervisor, ****, and a representative from the manufacturer who confirmed that the product only takes 6-8 weeks to complete, we have not received clear answers. Instead, we have been passed from person to person with no resolution in sight.The handling of this matter has caused my grandmother immense pain and sadness, and has left us both disheartened. We are appalled by the lack of professional service, especially after they demanded full payment upfront. We request that the Better Business Bureau investigate this matter and take appropriate action to ensure that ********************************* fulfills their obligations promptly and professionally. There has been a lack of communications between both companies. Thank you for your attention to this matter. We look forward to your assistance in resolving this distressing situation.