ComplaintsforKeepsakeMom Creations USA Inc

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  For Christmas 2023 my husband purchased me some breastmilk jewelry mid December. They send you a collection kit and you mail it back. I mailed my kit and they told me it was not received for about 2 weeks. They report it was received on February 2nd 2024. They started the process by saying it would *********** weeks. Ok sounds fair. Six weeks pass then we email them and they stated in an automatic response email "With rings, our processing time is up to 12 weeks from the date we received your breast milk. We are dependent on 3rd-party suppliers for the ring setting itself, which we custom order individually. We only make and set the breastmilk stones". I ordered 2 rings. I did not have any extra add ons like hair, placenta etc. They note that things take even longer when those items are added. We are now in May. By my count we are at 18 weeks and still no rings. We have reached out again with no reply other than the same automatic response. When we did hear back from a human it was very generic and at the ***************************************************** production. If they had back order on ring settings, I could understand that. Maybe understaffed. I could also understand that. They lost my sample. Ask for new one? The auto response tells me I am not the only one with a problem in delay. I just want my rings. At this point, I wonder if the rings would even be made from my milk product. It's long since expired. However, I don't really know the process. We paid about $140 if I can recall correctly. I can forward and share emails sent to and from the company if need be. They are all over ********* Etsy, first on internet search. Yet they are so unprofessional.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an online order with KeepsakeMom on July 2, 2023 for a ring and a set of earrings. About a week later I received my milk collecting kit, promptly followed the instructions and mailed it off the next day. About another week went by and I received an email stating my kit was received by the company and it would be about ***** weeks before I would receive my jewelry. Great! This is exactly as the website initially claimed when I placed my order. On August 18th my jewelry was in the final production stages and the email claimed it would ship in a few short weeks. On October 18th I sent an email to customer service asking for an update on the delivery status of my order as it was still in production and past the initial timeline. I received an email back stating that the supplier was behind schedule but the delay shouldn't be more than a few weeks. On December 4th and 28th I sent emails asking for another update as my order still says in production and not shipped. I received no reply either time. I tried calling the number on the website and only get an automated message to email them. I have attempted to message through ********* no reply. Im worried that this website is a scam and I am now out over $320 for jewelry that I will never receive. Its been over 6 months since I placed my order and its still not shipped and I cant get in contact with the company. Im beyond frustrated as this was a very sentimental order and not inexpensive. Wishing I had gone with another company now.

  Customer response

  01/15/2024

  The owner of KeepsakeMom mom has reached out to me directly. He has investigated why my order has taken so long and has offered a solution for fixing the error. At this time I am happy with the solution and thankful for the contact with the company. Im hoping to receive my pieces soon. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed my order MAY 11, for $230. HERE WE ARE AUGUST 11 - 4 MONTHS LATER. No response from the company. You call, you can only leave a message. You email, and it takes them days to respond. I want a FULL refund.

  Business response

  08/16/2023

  ********************** ordered a breastmilk ring and we received ************************** breast milk on June 3, 2023 (see attached email correspondence). You can see in the screenshot ********************** provided (attached here again for ease of reference) that "With rings, the turnaround time can take up to 12 weeks from the date we receive your milk". 12 weeks from June 3, 2023 is August 26, 2023. Today is August 15, 2023 and the ring was shipped today with expected delivery on August 21, 2023. We are within the expected timeline. Additionally, when ********************** purchased the ring she accepted our terms and conditions, otherwise ********************** could not have checked out. In addition to our website and all communications with customers who purchase rings, which includes **********************, we stipulate these timelines in our terms and conditions. We regret ********************** understood otherwise, as we are proud artists and strive to meet or exceed every customer's expectations. We are confident ********************** will love her ring.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a ring on March 22, 2023. My order was updated to reflect that my breastmilk kit had been received by the company on April 3, 2023, and again that my jewelry was in production on April 29, 2023. I have since received no communication regarding this order, nor have I received a product. Turnaround time per the Keepsake Mom website is up to 12 weeks from their receipt of the kit. I have reached out twice through ********* twice through Instagram, twice through email, and once by submitting an inquiry on the Keepsake Mom website, and have yet to receive any update about this order. Voicemail associated with the phone number on their website is full.

  Customer response

  07/28/2023

  Resolution reached; seller initiated full refund of item.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 17, 2023 I ordered two Infinity, Birth Color rings at the cost of $388.00. The company promises that the rings will be completed in up to 12 weeks from the date they receive my breastmilk. On April 7th, I received an email stating that they did in fact receive my breastmilk. 12 weeks after April 7th is June 30th. I have not received any communication from the business since May 6th. That email indicated that "your jewelry is now in production, and that we expect to finalize and ship shortly." I contacted the company twice via their website chat that says "Type your question below in one message and we'll get back to you within 24 hours ??" looking for a status update. My husband reached out to them on ******** (as I do not have social media) and I sent an email to ***************************** in July 2nd and ****************************** in July 6th. I have not received the products that I ordered or been contacted by the company about my inquiries. Order #-66441

  Customer response

  08/08/2023

  The seller reached out to me directly in response to one of my emails.  Communication continued to be inconsistent and the timeline given for my first ring was delayed again slightly. The seller gave me a discount. I am still waiting to hear about the status of the second ring, which had not been created last I heard. Thank you. 

  Business response

  08/16/2023

  Customer ********************** is correct in her complaint. However, at the time of this writing, she has received both rings. We're a small studio, just four people and only two artists. Each piece is handmade. We were inundated with orders this Mother's Day and we have been struggling to keep up, with backorders and communications. We are taking steps to address this and only now are we just normalizing. We regret the communication disconnect and delay. Nonetheless, we hope she loves the rings. We are proud artists.

  Customer response

  08/16/2023

   
  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,
  
  *****************************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a piece of jewelry, ring, purchased for me as a gift. The ring is made with my personal breastmilk. The ring arrived arrived on valentines day, 2022. The ring had imperfections and was not up to standard. It took multiple attempts to come in contact with someone to help resolve the issue. The resolution was to send the ring back, have it fixed and sent back to myself with postage being reimbursed. The ring was sent back in March. After more multiple attempts of connecting with someone to find out when my ring will come back to me, I was told by May 20th or 24th. It is now June 20th and I still don't have the ring. I emailed with requests of return dates, tracking information or any updates and still nothing. I have called and left messages with still no response. The ring is paid in full. The postage to send back has not been reimbursed and I have not spoken to anyone on when it is planned to be back in my possession.

  Business response

  07/01/2022

  We have spoken with the customer and the customer is correct, we mishandled her order and the ring contained imperfections. We no longer offer this ring due to its complexity. Nonetheless, we are committed to ultimately satisfying the customer and we have spoken to her about this. Irrespective of cost, we want the customer to receive a meaningful and memorable keepsake from us.

  Customer response

  07/04/2022

   
  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,
  
  *******************************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered custom breast milk ring and necklace back in November 2021. After emailing the **************** and receiving responses that my jewelry was made. After 6 months waiting I get an email saying the owner forgot to make my order! (she put it on her husbands desks and it got lost). After more emails I finally got a call from the owner (April 2022) and said she will now work on my order and would make sure my emails were answered, and I would be kept informed on the process (typically takes 12 weeks for this jewelry). they also said my order would be rushed, but now mid June 22 and I have not received any responses, updates or my order. This is outrageous and the lack of communication and care from the owner is extremely disappointing. I have requested my milk back and money back. I am still waiting for a response

  Business response

  06/20/2022

  We have spoken with the customer on a couple of occasions, and the customer is correct, we mishandled her order. We're a small, 2-person studio, one artist, where each piece is handmade. But despite our size we have handled nearly ****** orders since our inception. And there are no BBB complaints against us. We are committed to fulfilling this custom order, and ultimately satisfying the customer.

*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. ↩