ComplaintsforThe Southern House, LLC

• Initial Complaint

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I was in Haley’s group for 2 years before I decided to order. I hadn’t seen one bad thing about her group when I ordered. I wasn’t in buyer beware groups to see the truth.I messaged an admin on 4/17 about assistance with ordering my first tumbler. I was so excited. I got help and everything seemed so good. I decided to order my tumbler on 4/19 and the tat was 8-12 weeks. My milk was delivered to Haley on 5/6. It was checked in by Haley on 5/16. When it was checked in, my started date was 7/25.Come 7/25, mine got pushed back a month. I only knew this because she posted in the group. Never communicated it directly to me.Come august, I got pushed back to 9/12. Come 9/12 I got pushed back and back to November. And supposedly started on 11/19. I kept asking Haley to see sneaks of it and her response was always you’ll see it tomorrow. I don’t think she really started when she was supposed to. I finally saw a sneak and she didn’t do it right. I sent an email to verify the information on it. I told her it was incorrect, and she asked if it was sent in an email, I responded yes, and you sent an email back. Since she put the wrong information on it, she had to take off what she put on and redo it. Whenever I would ask for an update, she said it was curing. I’m not a tumbler maker but I don’t think it needs to cure for 3 weeks. I finally got my tumbler, on 12/15. To say I’m disappointed is an understatement. It’s already dented. There are bubbles and it’s uneven. There is epoxy inside the tumbler and I am unable to use it. I have filed a dispute with my bank, and she denied it saying that I agreed to the terms and conditions. The terms and conditions were nullified when she went over the stated turnaround time.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  October 8, 2022: Order#1 4202 for a geode tumbler with my kids footprints. Turnaround time 10-12 weeks. October 21, 2022: order #2 (****) embroidered sweatshirt. turnaround time was 4 weeks. November 3, 2022: order #3 (****) was the Christmas “mystery” box. 21 day turnaround time (November 24) prior to Christmas November 4, 2022: order #4 (****) breastmilk ring. November 14, 2022: order #5 (****) I ordered two shirts in cardinal red and hunter green and I paid an extra $6 for the bleaching option on both sweatshirts. Turnaround time was 4 weeks. November 25, 2022: order #6 (****) I ordered two tumblers, 10-12 week turnaround time (coming up February 17!) November 29, 2022: order #7 (****) I used my “rewards points” on the carhartt beanies. It said I had $18 in rewards. The day following order #7 I get an email invoice for the $18 “rewards points” and it says I wasn’t authorized to use the rewards points. On December 2 I asked for her to refund the $8.41 that I had paid. She didn’t end up responding until January 4th (33 days later) but I filed a dispute with my bank on December 16. It was awarded right away. I emailed several times asking for updates on my orders, since they were Christmas themed gifts and I got zero response until January. My Christmas orders arrived December 28, and the product was not what I ordered. She had chosen to ignore all inquiries. My order **** was due December 31, 2022 and she informed me she would not start production until January 9. I told her I would like a refund and she refused. I asked her to not make the product and she replied that she will begin production 1-9, so I filed a dispute. She continued to make and rush the product, and then accused me of filing fraudulent disputes. At this time she has tried to charge me additional “fees” as punishment for disputing my charges. She had tried to levy approx $15 charges 6 times. At this time she is threatening me with legal action because I disputed charges.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I have placed multiple orders with this business. Order **** was placed 4/17/22 during a sale for $131.39 plus the cost of shipping my milk for two breastmilk tumblers. On 7/3/22 I emailed Haley requesting an update on several orders as they had not shipped out in the specified time. I emailed again requesting updates 8/17/22 and shipping labels were created 8/18/22. I received notification that two orders (**** & ****) had been delivered on 8/25/22 with identical time stamps but only one order was physically delivered (order ****). I immediately emailed Haley to follow up on the missing order ****. She replied on 9/6/22 stating that the missing order had not been created and had a start date of 9/12/22. I followed up again 10/18/22 and she replied 10/24/22 with different information that the tumblers were already shipped and delivered 8/25/22 (despite I had not received the order). I replied immediately upon receiving that email with a screen shot of her previous message stating that they had not been created. I since have emailed 5 times and have asked for a response on Facebook. My direct questions if the tumblers would be created have been evaded and comments deleted off Facebook. Thankfully a fellow mother has the same situation happen to her and captured the screenshots. I am confident that my tumblers were never created and attempts to rectify the situation have been ignored over several months. Additionally, I had to return a child's water bottle from my first order for repair due to poor craftsmanship. It too required several emails to have the cup returned. It was finally returned without its lid and therefore unusable.

  Business response

  01/05/2023

  Business was advised by her attorney to no longer respond to any complaints.  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I ordered from The Southern House in April 2022, at that time the order turn around time that was quoted was 6-8 weeks. I ordered a necklace and a ring with my breastmilk and placenta to be included. In May of 2022 I placed an order for a tumbler that was also supposed to contain breastmilk and my placenta, with this purchase of over $100 I was supposed to get a free ring that would include my breastmilk; turnaround time at that point was 8-12 weeks. I emailed several times after the TAT had passed trying to get an update on my order, the business owner personal messaged me on Facebook trying to confirm the details of my order (which were clearly stated on my order confirmation). August 30, 2022 I received my jewelry order and to my dismay it was the wrong metal ordered. I had confirmed 3 times with the business owner prior so was shocked to see the order was wrong. I emailed immediately and the business owner admitted it was her mistake and she would remake the items. I emailed several times asking for an update. On December 12 I received my tumbler order and it did not have my placenta, and I have reason to believe does not include my breastmilk either. I emailed her, and posted on her Facebook group, and do not expect her to reply to me based on the pattern of her behavior and mistakes I have seen over the last 33+ weeks since I placed my first order. I wish I had never sent her my breastmilk or placenta & she refuses to mail me the remaining amounts of either. Ultimately, I spent over $500 with this business and have nothing but heartbreak and disappointment to sho for it.

  Business response

  01/05/2023

  Business was advised not to respond to any complaints by her attorney. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered two items from this business on October 5th, 2022. I ordered a third item on November 10th, 2022. It is now Dember 15th, 2022 and I have not received ANY of my items. I have contacted the owner multiple times and given generic updates such as "the pocket trays were shipped to me today" "they will be sent out shortly after that" or "they have been sent out on a rush." I've also been told that my blanket was sent with a spelling error and she is waiting for a new one. No ounce of apology or explanation besides generic statements. This is extremely disappointing, as these items were meant to be Christmas presents for my husband as a first time father, and our son.

  Business response

  12/19/2022

  *** picked this up today, Monday, December 19, 2022.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered shirts on March 7th. Received them on April 14th. Unfortunately, they were wrong. I messaged a mod and ******. I was told that the they would get fixed and sent out pronto. She offered to send extras and I told her I appreciate it but I only want what I paid for. She never ordered the prints and said some of the prints were not available anymore so gave me other options. Since refunds weren't an option, I had little choice and agreed to different prints. I ended up getting the shirts July 5th. 2.5 months after I first contacted her and 4 months after my original order. I had to practically beg her to send them though. She did send extras, I will give her that. At the end of November I ordered 2 breastmilk tumblers and a keychain. What should have been a beautiful experience was a complete nightmare and now I am stuck with overpriced tumblers that I don't even think have my milk in them. One tumbler kept getting forgotten and I had to remind her multiple times. The keychain came with bubbles and glitter of a different color scattered throughout. The first cup came with green color (I am assuming from a cup near it) throughout it. I could have easily let this go, and I did. My second cup came late but looked nice other than marks from her sander so I figured the other things were flukes. I don't like to rock the boat so I just let it all go. The 5th of April I ordered a silicone ring for my wedding on the 4th of July. The original TAT was the beginning/middle of June. It is now 20 weeks since I ordered and 3 months past the original TAT. I got married 7 weeks ago and the ring is useless. Many other customers have received broken rings and the business owner claims they broke them themselves. My cup I ordered in April came 2 weeks ago. The quality is not good and there is a bug in the resin of the cup. She did offer to fix it but I do not trust her. I requested a refund for the cup and ring but she refuses. I have been lied to and taken advantage of.

  Business response

  12/19/2022

  The customer was offered something different for the ring and was never told that it would be ready by the date needed. They were offered corrections and return shipping labels but refused.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ring on 4/18 for $107 including an additional $25 for Pearl shimmer. The ring was also meant to contain breast milk to commemorate my breast feeding journey. The ring finally arrived on 7/11. The ring itself was poor quality and is likely plastic. The stone, which should contain breastmilk, most likely does not. In addition, the Pearl shimmer was not included and there is no top coat on the stone. Making it look like a plain rock instead of a piece of jewelry. The ring was returned to be corrected about a week later. The business owner added approximately three pieces of chunky glitter to the ring. It is clear she did not allow the ring to completely cure before shipping, as there is now a flat spot on the stone. I have shipped it back to be corrected again, but I would rather have a refund. I have requested multiple times for proof that she even has any breast milk remaining. No proof has been given. Additionally, while attempting to contact the business owner, her family members began attacking and harassing me, including wishing for me to end up in a domestic abuse situation, for being dissatisfied and requesting proof of my breastmilk. I have also been temporarily blocked from commenting in the private Facebook group because I have requested a refund and expressed my disappointment with the product I received.

  Business response

  12/19/2022

  I have corrected this ring a couple of times for this customer. Please see our disclaimer: **************************************************

  Customer response

  12/19/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Haley provided no proof that my actual milk was used in the product as was requested multiple times. Another DNA artist suspects that the “preserved milk” is actually paint filler and marble dust. I am submitting this to be tested to confirm the other artists suspicions.Haley allowed her family members to attack and bully me for requesting proof that my milk was used. Haley initially said she could not control one family member in particular, but then elected instead to make her a moderator of the group.Haley claims that the cheap, plastic setting is not from **** and costs more than $15. It actually costs less at $10. Haley refused to provide proof of the cost of the setting. Haley’s TAT was severely underestimated, and it took months with multiple corrections - even the last of which is still not quality I’m willing to wear. Honest reviews are silenced and reviewers are removed from Haley’s group. Haley later claims that HONEST reviews of her business and products are “bullying” “harassment” and “defamation.”I do not accept Haley’s resolution. I will accept nothing less than a refund minus the cost of the actual setting ($10 for a refund total of $97) and I will continue to warn other unsuspecting mother’s of the poor experience and the outright abuse.  Regards, ****** *****

• Initial Complaint

  08/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a breast milk silicone ring from The Southern House on 4/5/22. I ordered the same day that the product became available for the first time on her website. I purchased my ring for a total cost of $75.82 USD. At the time I purchased my product the turn around time for jewelry orders was stated as 6-10 weeks. I commented on the post made by the shop owner regarding the ordering of this product to be sure she still had enough of my breast milk on hand at her shop to create my order. She stated that she did. Since the shop owner already had my breast milk on hand I should have been immediately placed on what is referred to as the “lineup”. This is a google docs spreadsheet that is made available to customers to check the status of their orders. Months go by with no update about my order from the shop owner or her moderators. My place in the lineup never changed and I stayed in “order started” status for months and as of today that has not changed. The shop owner then begins to experience various personal/family issues and states turn around time has been extend to 22 weeks but no refunds. I have so far been waiting over 18 weeks for my product. That is completely unacceptable. I have been told in public comments by the shop owner that “my ring is on its way and in proper condition” over 2 weeks ago. The shop owner yesterday posted that today she would be shipping 45 silicone ring orders out to customers. I have been blocked from commenting or interacting in her group after calling the shop owner out on multiple lies including falsely stating publicly that she has no bad reviews on BBB. Today when I reached out to the shop to cancel my order if it was not shipping this afternoon, I was informed that my product was not complete but that my order would also not be cancelled. I specifically told the shop owner that I would not accept this resolution and that I would pay to have my breast milk shipped back to me. I have been lied to and strung along for weeks now.

  Business response

  12/19/2022

  This customers order is showing as delivered August 24th. Please see our disclaimers: **************************************************

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made two purchases from this company beginning of April 2022. I was told a 12 week turn around from ******/breast milk received. She received both within the week I order. 1 order was two necklaces that were to have my aunt and uncles ****** placed in the necklace. The other was a breast milk tumbler. When getting the necklaces, they looked perfect. However the one that was for me, was on such a weak chain. It broke on the 3rd wear. I was careful putting it on, did not wear it in water and did not let my kids touch it. I emailed the company about replacing it with a better chain and if it would be back to be by 8/10 as that was my aunts 1 year death anniversary. She said it would. The day after she got my necklace, she took a week off so I asked her to not fix it and ship it back 8/1. She did not. She chose to fix it and said it would ship 8/3. Then it would ship 8/5. And then on 8/8 she claimed she overnighted it but I did not receive it until 8/11, after the date I needed it. And it’s on the same chain that broke. She ignored me when I would email her or reach on Facebook. When she would answer she would lie to me. She has blocked me so I can not reach out. My tumbler came lumpy, a plastic straw and you can’t see the flowers or glitter. She will not refund any portion of this and my bank will not chargeback as it’s after 60 days. I have screen shots of every email and comment. Even from her mid messaging and apologizing for the owners behavior and the way she was treating me. It was hard enough losing my aunt and uncle. I didn’t need her with holding my property making the day worse

  Business response

  12/19/2022

  We had to send the necklace to a jeweler for repair which took time. I sent an apology and a shipping label for the return and sent the new item out on September 6th and yes tumblers do come with plastic straws.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered a set of earrings and a ring on May 22, 2022 and a bracelet bead and a father's day sign on May 29,2022. I never received my father's day sign before father's day as promised multiple times. I finally got a refund for $25 for the sign but never got refunded the tax or shipping on this item. Due to the bad experience from this seller already I no longer want to deal with them. I have asked multiple times for a refund but she is refusing. I don't want anything from her shop at all!! She still owes me $187.76 in total! She hasn't started making any of my designs since I'm not sending my breastmilk in for it to be completed and I never gave her my ring size. This is absolutely unprofessional!! She is rude and refuses to refund me my money.

  Business response

  12/19/2022

  The customer never returned her inclusion and now it's beyond the return period. They would now have to pay a restocking fee since it's past the 6 month return window. Please see our disclaimers here: **************************************************

  Customer response

  12/19/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I have no idea what they are talking about I never returned my item. I never got an item to return... Regards, ******* ******

*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. ↩