ComplaintsforPacific Coast Memorials Inc

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a headstone for my husband and I and paid for it in February of 2021. I was told a that they would have it completed and sent to the cemetery in 3-4 months. It is now November and we were told in July that it was nearly ready and would be shipped out shortly, then we could not get anyone to respond. In August after my daughter left several messages, emailed several people and sent messages to the companys ******** page, a new person finally responded to us. He told us that the granite had. It even been received yet and basically that the other employee lied to us and seemed to indicate that is why shes not with them anymore. He then told us worse case scenario that the marker would be received by us at the end of October or beginning of November. Weve since followed up several times. Weve asked since they have not followed up nor responded on letting us know our recourse , that wed be reaching out to the BBB to file a complaint. They are refusing to offer us a refund, so we can go elsewhere and order a marker. My husband has been buried now almost 2 years and we have no headstone yet. They said if we choose to cancel, that they will keep over $2000 for what we paid. This is not right. I just want the headstone I ordered and if they cant do that, I want my money back so I can order from someone who can deliver.Please help!

  Business response

  11/16/2021

  Response to Better Business Bureau
  
  RE: Order number ****** ********** (******* & *****) Memorial
  
  Statement of Response:
  
  Timeline of order history
  2/2/2021 - Georgi was informed that the marker she was wanting to order was a special order and would need to be ordered (shipped from over seas) after we received an approval on her proof (design layout of memorial) and was given another option at that time to go with an in-stock color that she would receive faster
  
  2/10/2021 - the customer chose to go with the color (Bahama Blue) that was a special order and would need to be order after the proof was approved
  
  2/23/2021 - the customer was sent her initial proof (design layout), the customer made several changes throughout the next couple of months
  
  4/29/2021 - the customer approved Version 3 of the Proof
  
  5/1/2021 - The Granite for this order was ordered (approximate shipping time coming in from overseas at the time of the order was originally 4-5 months, however, due to current international shipping issues, shipping has been delayed from anywhere from 8 months to a year)
  
  8/5/2021 - We talked on the phone with the customer and indicated that her current sales person had left our company because she got married and decided to return to school, but our new Memorial Specialist would be working with her on her order. We then followed up with her in email on the discussion we had.  We again tried to explain the issues with the international shipping and the delays that this is causing not only to her order but to ****s of orders.  We also offered her other options in other color ranges that could possibly fit her needs -  even some at a higher price point at the same price they initially paid that were in stock. This option was not in any way to diminish the color choice they made but to help her get her order faster.  We have also offer to place her order on RUSH status once the granite arrives. The customer declined all these options.
  
  10/12/2021 The customer wanted another update and was upset that we had not contacted her back with a new update on where her order was.  We reached back out to her to again advise her that her Bahama Blue was still in shipment to us from the Quarry, We tried again to re-iterate that we had no control over international shipping, but would still stand behind our offer made on 8/5/2021.  
  
  10/19/2021 The customer again refused our offer to help get her a memorial sooner than waiting for international shipment.
  
  11/10/2021 The customer sent an email stating that we would need to respond to her by 11/12 or she would file a claim
  
  11/11/2021 We again responded to the customer explaining the same basic timeline as described above, as well as advising that we do not email /call customers every month to advise that nothing has changed as far as the location of the shipment of freight incoming internationally.  At that time, we again re-iterated that they had rejected both our offers to assist in getting their order to them in a faster manner, and offered them another 2 additional options 1) continue with their order as is and we will complete it as promised both expediently and in the best craftsmanship available and. Option 2) Cancel their order knowing that the order is non cancellable and they would be forfeiting any deposit placed on the order.
  
  Resolution  to order:
  
  We would like to again offer this resolution to their order.  At this time, International shipping on this order is showing to be approximately arriving mid-December. At that time, we are willing to place this order on A RUSH status - which plainly means that it will be placed in front of others orders that could have been waiting longer  so it can be completed as quickly as possible and sent to the customer within a couple weeks of being received and QC'd.

  Thank you

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