ComplaintsforElephantStock

• Initial Complaint

  07/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Elephant Stock Complaint ~ 10:30 am, Sat, 6 July 2024 spoke for ~ 15 minutes to a woman in customer service who is supposedly named "JJ" ... she has a heavy (not east Asian) accent ... the first time I called her she hung up on me after a few minutes and did not call back even though she had my name and phone number ... she said that they have a supervisor but that person was not in "yet" ... told her that yesterday I made four orders totaling ~ $250 and could find no evidence of my orders ... told her I wanted a call back from a cust serv supervisor and I wanted some documentation accounting for my orders ... told her that they did not have a good reputation on the internet ... told her I was unhappy with the circumstances and would follow up on my dissatisfaction

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order#************ total amount$104.79 date of order 5/8/24 contacted ElephantStock on 5/13/24 same day I received art to report that they were rolled up in plastic sleeve and placed in thin cardboard box which was crushed in shipment. The artwork was wrinkled beyond use. ****** from customer service asked for photos which I sent the same day.I then received email stating the warehouse would send replacements. On Wed. the 15th I received email from ******** head of customer experience asking if I was enjoying my artwork. I sent new email outlining details of my experience to her which prompted a response from ****** on the 16th advising they are still processing my replacements and wait for the tracking #. This is 5/17 and still no tracking # and unacceptable customer service.

  Customer response

  05/20/2024

  I received replacement artwork from Elephant stock today. It was well packaged around a sturdy cardboard roll then covered in foam and shipped in heavier cardboard box. It is in perfect condition so I appreciate the extra care that was taken to assure its safe delivery. Thank you for your assistance in this matter.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #******, Total Amount $944.35, date of order 3/10/24. 3/18/24, contacted Elephant Stock on same day I received art to report that one of the three pictures came with glass broken. Totally understand that sometimes items can break during shipping, no problem there if issue is resolved. On 3/19, received a boilerplate e-mail response, so I asked for a timeframe of when a replacement can be expected and the response email was replacement is in for processing to wait for tracking number e-mail. It's now 3/22 and no tracking number e-mail.

  Business response

  03/28/2024

  Hi ************************ and BBB Team,
  
  This is to address the concerns you recently shared with us regarding your order #******.
  
  Please accept our sincerest apologies for any inconvenience this situation has caused you. We truly understand the importance of receiving your order promptly and in perfect condition, and we deeply regret any disappointment caused by the broken glass in one of the pictures you received.
  
  We want to assure you that addressing shipping issues promptly is a top priority for us, and we appreciate your understanding in this matter. As part of our standard procedure, we promptly initiate replacements for any damaged items reported to us. However, we acknowledge that there was an unexpected glitch in our order management system, which regrettably caused delays in processing your replacement.
  
  We apologize for any confusion or lack of clarity in our previous communications, especially with our marketing emails. It was certainly not our intention to leave you waiting without a clear timeframe for your replacement. Please know that as soon as we became aware of the issue, we immediately escalated it to our technical team to rectify the underlying problem. Your order was promptly prioritized, and we are pleased to inform you that the replacement is now en route to you. It is expected to arrive tomorrow, 3/29.
  
  In addition to the replacement, we would like to offer you our sincerest apologies in the form of a 50% compensation for the inconvenience caused as also discussed in our correspondence. Your satisfaction is of utmost importance to us, and we hope this gesture demonstrates our commitment to making things right for you.
  
  We genuinely hope that upon receiving the replacement, you will be delighted with your artwork. Should you have any further questions or concerns, please do not hesitate to reach out to us. We are always here to assist you in any way we can.
  
  Once again, please accept our heartfelt apologies for any inconvenience you have experienced. We value your business and appreciate the opportunity to resolve this matter to your satisfaction.
  
  Warm regards,
  
  ElephantStock Team

  Customer response

  03/29/2024

  I have reviewed the business response and accept this resolution. Thank you for resolving this matter.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began an order for art and did not complete the order. I then received an email offer of 25% discount code using "25CART". I went back to complete my order and use the discount code and it said it was invalid. I called and explained to the service rep and she said they would not honor the 25% discount but would only do 20% and I could finish the order and then ask for a refund later. I asked to be transferred to a manager and she wouldn't do transfer me. I started an online chat where I was asked to provide proof of the email I received and the representative said they wouldn't honor the discount since I had passed the 24 hour mark. The email does not have any "good thru" date or ending date.

  Business response

  09/18/2023

  Dear Ms. *************** am writing to address the recent issue you encountered regarding the application of a discount code during your art order process. Firstly, I want to extend my sincerest apologies for the confusion and inconvenience this has caused you. We value your patronage and deeply regret that we did not meet your expectations in this instance.
  
  Upon reviewing the situation, I understand that you received an email offering a 25% discount using the code "25CART" but were unable to use it when completing your order. Furthermore, I regret that our customer service representative was unable to provide you with the expected discount and transfer you to a manager as requested.
  
  In an effort to rectify this matter, I have personally sent you an email outlining various options for resolution. Additionally, you can still use the 25% discount code on your future purchase as initially promised. We are committed to making this right and ensuring your satisfaction.
  
  I appreciate your patience and understanding as we work to resolve this issue. I want to assure you that your feedback has been taken seriously, and we are using it to improve our processes and prevent such misunderstandings in the future.
  
  Thank you for bringing this matter to our attention, and we are grateful to the Better Business Bureau for their fair consideration in helping us achieve a positive resolution.
  
  Please do not hesitate to contact me directly if you have any further concerns or require additional assistance. We are committed to providing you with the exceptional service you deserve.
  
  Sincerely,
  
  *****************************
  Head of Customer Service
  **********************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is Christine C****. I am a pastel artist located in Australia and have a website located at the url: ************************************* It has come to my attention that for some months Elephant Stock have been illegally advertising for sale, copies of my copyrighted artwork at their url: *********************************************************-art-wall-art They have listed 11 copies of my original pastel artworks for sale on their website without permission and are also illegally using my name. I have never authorised the use of my artwork or my name on the Elephant Stock website and I am unsure how they gained copies of my work. I have never had any correspondence from Elephant Stock and have not received any form of commission for the sale of copies of my original artwork from their website. I had emailed Elephant Stock a Cease and Decist Order on the 15th February 2023 requesting that copies of my artwork be removed within 48 hours from their website and that they refrain from selling them. I have had no reply from them up to this time and copies of my work are still for sale on their website.

  Business response

  07/19/2023

  Dear BBB Dispute Resolution Team, 

  I thought of checking our BBB profile today and saw that it changed from A- to C+ because we failed to respond to one complaint. So, I checked all complaints we had right away (that we are aware of), and found that Ms. ***************************** also wrote a complaint on BBB.

  Unfortunately, since our transition to our new helpdesk tool, BBB tickets and other reviews from different platforms kept getting closed automatically and we overlooked most of them, including ****************** BBB complaint.

  ************** also posted a review on Trustpilot in February, same day as the initial date of the complaint here on BBB. And we immediately responded and resolved her complaint as a priority. I've attached the Trustpilot's review screenshot here as well for reference.

  Her artworks were sold to us by a third-party licensing company but it turned out that ************** was unaware of it. ************** and one of our colleagues from licensing team were in communication and we are certain this case is now resolved.

  We sincerely apologize for the inconvenience this overdue response may have caused, and we thank you for your consideration on reopening this case, and marking this as resolved as our online rating and customers' reviews matter to us the most.

  
  Looking forward to hearing from you.
  
  Respectfully, 
  ElephantStock Team

  Business response

  07/19/2023

  Dear BBB Dispute Resolution Team, 
  I thought of checking our BBB profile today and saw that it changed from A- to C+ because we failed to respond to one complaint. So, I checked all complaints we had right away (that we are aware of), and found that Ms. ***************************** also wrote a complaint on BBB.
  Unfortunately, since our transition to our new helpdesk tool, BBB tickets and other reviews from different platforms kept getting closed automatically and we overlooked most of them, including ****************** BBB complaint.
  ************** also posted a review on Trustpilot in February, same day as the initial date of the complaint here on BBB. And we immediately responded and resolved her complaint as a priority. I've attached the Trustpilot's review screenshot here as well for reference.
  Her artworks were sold to us by a third-party licensing company but it turned out that ************** was unaware of it. ************** and one of our colleagues from licensing team were in communication and we are certain this case is now resolved.
  We sincerely apologize for the inconvenience this overdue response may have caused, and we thank you for your consideration on reopening this case, and marking this as resolved as our online rating and customers' reviews matter to us the most.
  
  Looking forward to hearing from you.
  
  Respectfully, 
  ElephantStock Team

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern: My wife placed an order through elephantstock.com, order #******. We received it on 1/12/23. Upon opening we noticed the canvas was Very blue. We tried hanging it in our great room, where we intended this canvas to be visible, but it became more Blue the further we got back from it. We had some photographers that stage homes come and assist, and they noticed the Canvas was Very mixed with with some bright blues an some dark blues that made the canvas all together very Blue. We tried different areas of the great room with different lighting angles, and no real difference to be able to use these pictures. I reached out on 1/5/23 through customer online chat, and was advised this was not covered by their 100% no questions asked refund policy because it was a picture we submitted for them to print. We've submitted through Shutterfly many pictures to print with no issues. This was our first time using Elephantstock. Customer service said their design team was not in that day, but I would get a response via e-mail to the email my wife used to place the order. I followed up on Jan 23rd, still no response from their design team, and was rest assured this would be moving quickly for a resolution. I reached out again on February 3rd for a response, and was told still no response from the design team. This is 3 weeks since no response, and I was worried based on many reviews of issues not being resolved nor response from customer service. I tried calling even, but got their VM option since no one was available. On Feb 3rd I notified the chat representative I was going to issue the BBB complain because we are no getting any response, and their representative immediately offered 20%. I don't know what this 20% is for, but I did not respond. I had advised from day 1, we wanted to try to return and reorder for the same cost. I initially wasn't look for a refund. It's hard to use this canvas now with the season changing already.

  Business response

  03/15/2023

  Hi Dispute Resolution Team,
  
  Thank you for giving us a chance to explain our side.
  
  We understand that the customer is disappointed that the custom artwork they received is non-returnable. We want to assure that we are always committed to resolving this matter to our customer's satisfaction.
  
  As the customers are aware, custom products are created specifically for them and, unfortunately, cannot be returned or resold. However, we are willing to explore other options to resolve these kind of matters.
  
  One option we can offer is to reprint the artwork on the custom product according to their liking. This would give them the opportunity to have a product that meets their needs and preferences. However, we would need to consult our design team first if there has been any issues on the customer's uploaded file to ensure we won't encounter the same print issue again.
  
  We were in communication with the customer regarding reprinting of the artwork but we experienced delays of response from our design team which the customer also mentioned on the complaint, thus the 20% refund was offered because the case was taking so long to resolve.
  
  In regard to our phone support, we only have a minute waiting time for our customers to wait in the queue, and when it's unanswered, we'd rather ask the customers to leave a voicemail so we can get back to them once an agent is available to make the call and for them not to wait too long for an agent to answer. We've tried to contact the customer but we failed to reach them, unfortunately. So, one of the agents reached out via email with the 20% refund as mentioned.
  
  We are committed to ensuring that our customers are satisfied with our product and service and will do everything we can to resolve the issue. After a few exchanges of emails, the customer has decided that they didn't want the reprint anymore and would rather get a refund.
  
  This isn't the experience we want any of our customers to have and we are deeply sorry for the long wait. We've issued a full refund for their purchase as an exemption for this delay of resolution from us.
  
  It matters to us that we clear things out. We hope that Mr. ******** and your good office allow us to resolve this case fairly.
  
  Thank you so much and please reach out for any questions/concerns, I will immediately get back to assist. And thank you for your consideration. Please stay safe!
  
  Cheers,
  ******** ****** from Elephant Stock Team
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was sent an inferior product. Elephant Stock has a return policy that states the following "If you are not satisfied with your order, please return it within 90 DAYS (it's free for orders within the contiguous U.S.) for a full refund. No questions asked!" I have tried many times to get them to send me the Return label which is always "Coming in the next e-mail". I have many e-mails from them stating that the item is a defect yet they will not follow through with the label. They falsely advertise their Return Policy..This purchase was NOT a custom order. Order Number ****** purchased on Sept 13, 2022.

  Business response

  12/30/2022

  Consumer Response /* (2000, 11, 2022/10/31) */ Refund received via Paypal on Sunday 10/09/2022

• Initial Complaint

  04/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I designed a custom canvas for my mother's birthday and went with Elephant stock because their website said the print would be delivered by this weekend (April 8th, 2022). However, today (04/07/22), I got an email saying that the print won't be delivered till next week, well after the surprise birthday party we are having for my mother. I called the shipper who is shipping my item and asked them to change the shipping date, and they told me they couldn't and that I needed to get in touch with Elephant stock to change the shipping information. So, I called Elephant Stock customer service to get the shipping changed early this morning; the person I spoke to said he would contact the shipping department to get this changed and called me back with an update. It's now almost nighttime, and I still haven't received a phone call, so I call them back. I am now being told the excuse that they are still waiting to hear back from the shipping department, and I probably won't have any answers till at least tomorrow. I told them this was unacceptable, and I wanted to speak with a manager. The rep I spoke with said that he would have his manager call me back because they were too busy to talk. This company is terrible, and I don't understand how they are still in business. I wanted my product when I was told I would get it because the only reason I chose this more expensive company was that their website said I would have it by this weekend.

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/04/22) */ Greetings BBB Dispute Resolution Team, Thank you for allowing us to explain our side. This is regarding an order for Ms. *****'s mom, Ms. ****** ******* with a reference order number of XXXXXX with an amount of $49.56 with regular shipping that may take 2-4 business days after 1-3 processing business days. Ms. ***** reached out to us on the 7th asking about the order shipping status as to her it should have been shipped. Per our records, it's ordered on the 1st of April and will start processing the next business day which is the 4th. Her order is prepared to ship on the 5th and began its transit on the 6th which is within both our processing and shipping timeframe. It's estimated to arrive on the 10th per FedEx but Ms. ***** wasn't happy as she said she needs the artwork on the 9th for her mom's birthday. Please see this FedEx link for reference: https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXX&trkqual=XXXXX XXXXXXXXXXXX FDEG As much as we want to make the shipment faster and have it arrived on time, this was beyond our control. Ms. ***** said that she has knowledge on shipment as she worked in that industry before and she was sure that this can still be changed, she said she's willing to shoulder the cost. Our customer support team tried to escalate and asked help from our factory team to make this happen. However, our factory supervisor confirmed that this can be done as the shipment is already in transit and left the originating FedEx facility on the 6th of April. I've attached all the customer support logs and the factory staff response for this order for your reference. We didn't stop from wanting to make this happen for Ms. ***** and we kept her informed every step of the way. We always wanted to go our way and reach our hand out beyond what our customers needs, however, please know that this things happen, there will be circumstances we can't control. We apologize for any misunderstanding, but we hope that Ms. ***** and your good office allow us to close this complaint completely as the artwork arrived on the address on file, not on Ms. *****'s preferred date, but still within our SLA. Thank you so much and please reach out for any questions/concerns, I will immediately get back to assist. Thank you for taking the time to read our response and for your consideration. Please stay safe! Cheers, ******** ****** Head of Customer Service Elephant Stock

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried repeatedly to unsubscribe, both by phone and email, and they keep sending emails several times a day. It's been a few weeks of this and I've had enough. Please help me

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/17) */ Contact Name and Title: Georgina S***** Contact Phone: ************ Contact Email: ************************** Greeting BBB Dispute Resolution Team, Thank you for reaching out to us. And for bringing this to our attention. We'd like to apologize to Ms. ******** as it's not our intention to annoy her with our marketing emails, nor to spam her inbox with endless marketing stuff. We found out that there's an issue with the unsubscribe button of our emails, and it was a confirmed bug of a third-party marketing email app that we're using. Rest assured that this is being resolved right now, and we've deleted Ms. ******** from our newsletter/marketing list the moment she requested it from us. And we're continuously working on this with the third=party provider to make sure this won't cause any more problems to our subscribers. We hope that Ms. ******** allow us to resolve and close this complaint and we assure her that this has been taken seriously, we're doing all the measures we can to resolve this the soonest possible time. Apologies again to Ms. ********. We wouldn't want to inconvenient anyone. And thank you again for giving our story a chance to be heard. Respectfully yours, ElephantStock Team

*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. ↩