ComplaintsforArtbeads.com

• Initial Complaint

  09/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (*******) on September 6. It is 12 days later and I have not received the order. The package appears to be lost in transit. I have emailed the business a couple of times with no response. They conveniently charged my credit card but I have not received the order.

  Customer response

  09/21/2023

  Attached is the email from *** stating that the package is lost.

  Business response

  09/26/2023

  Good Afternoon. 
  
  My team and I are closely familiar with this customer, and are grateful to be given the opportunity to defend our business. 
  
  Our customer, ******, reached out to us September 18th with the concern of a delayed package. Through consistent correspondence, our team followed protocol regarding delayed packages with ease and understanding through their concerns. Sadly, no reassurance was felt, and a Dispute was entered on the customers behalf. 
  
  Order *******, was placed September 6th and shipped September 9th at 8:12 AM. According to the order's tracking in **** it was received on 09/11/2023
  11:49 P.M. The provided tracking will confirm this as true. 

  ***********************************************************************************************************
  
  On September 18th, the customer reached out just after business hours regarding the order's lack of recent movement. This was understandably a cause for concern. Our team responded that very next day to share our concern. We reached out to our *** representative for a closer eye on this package, and why the lack of movement is happening. The response received is attached above. 
  
  However, our customer did not feel reassured with our attempt to share that we would happily take care of her if this was confirmed lost. A dispute was entered via PayPal on behalf of the customer, and a request for an immediate refund was done. This was confirmed refunded after the **** team responded with news that the order was unable to be located, and has since been confirmed "lost". Our team has recommended that priority shipping be used in the future, and added a credit to their account to cover that future cost. 
  
  The refund triggered the dispute to be rectified. 
  
  Our company provided the promised services through each step of the way. However unfortunate, there were delays in transit that were out of our control. We have returned the funds as requested, and hoped to have resolved this in the best possible way we could. Sadly, this resulted in dissatisfaction with our customer. 
  

  Please note that after the refund was applied on September 22nd, the order was successfully located by *** and confirmed delivered on September 23rd.
  
  The customer has not communicated to us with news that the package has already been delivered even though we refunded her transaction completely.
  

  Customer response

  09/27/2023

   
  Complaint: 20618887
  
  I am rejecting this response because:

  The facts provided in the business's response are inaccurate.  The tone of the response is certainly anti-customer.  Other complaints on the ******************** website indicate that this business frequently has shipping problems.  My recommendation would be to find an established and quality shipping partner.  If their shipping partner is that bad, they should no longer use that partner and not offer it as an option to their customers.

  Additionally, it was me who pursued the issue with ***.  *** sent me the email stating that the package was lost and they copied the business on that email.

  I order products from many different companies and I have never had the issues with the others as I have had with this one.  If they truly value their customers, they will quickly revise their shipping policies.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Other than same complaint as many others that you never receive your shipmet (over 2 weeks still no order received), the shipment I did receive was falsely advertised junk. They list as "silver" and it was not ... it was dull metal junk that test negative as containing any "silver" ... this is a scam ripoff store. They have held up my money fora weeks. Scammers, liars. Thieves selling junk ... fake ... beware ...

  Business response

  06/08/2023

  Good Afternoon.
  
  My team and I are familiar with ******* ***** and are pleased to provide our viewpoint of events.
  
  On May 11th, ******* ***** contacted Artbeads via email with concern that her package delivery was running late.
  
  Artbeads customer service team followed established protocol regarding delayed packages and  contacted each carrier involved in the delivery process.
  
  This resulted in Artbeads staff initiating a manual claim with **** (this was an attempt to locate the package on behalf of the customer) and ultimately, a full refund issued on May 17th.
  
  Order ******* was placed May 1st and shipped May 2nd at 11:13am.
  
  **** tracking shows the package was delivered on May 5th to the local *********** in ******************.  The carrier website status indicates "Shipment Received, Package Acceptance Pending". Provided tracking evidence confirms this.
  
  On May 11th, ******* sent correspondence after business hours regarding the order's lack of recent movement.  The next day Artbeads contacted **** for an update and relayed to Carmene that a resolution would be discussed within 3 days or once a response was received from ****.
  
  ******* declined to wait for the package to be delivered via **** and decided to purchase elsewhere.  ******* also stated that she wanted a refund on her purchase, stating that the package would be returned to Artbeads once it was delivered (Artbeads offers free package delivery via a self-service form on our website).
  
  As per customer request, a refund was performed.  At this time, **** confirmed that they were investigating the status of *******'s package.
  
  Attached is a refund receipt for $41.60, which was the full value of purchase.
  
  The order has since been confirmed delivered to *******'s address, but the package has not been returned by the customer.
  
  Artbeads provided the promised goods and services. When approached by ******* we practiced professionalism and contacted the delivery service (carrier) on her behalf.
  
  There was a delay in the delivery of the package which was completely due to issues with **** and not Artbeads.  When a refund was requested we promptly and courteously processed a return.  While we strive hard to ensure all customers are well taken care of, sometimes deliveries can be delayed, which is unfortunately, beyond our control.
  
  I request that you please update the response Complaint ID: ******** with the information provided.
  
  Thank you.
  
  ********************
  Resolution Specialist

   

   

   

  Correspondence with our customer, ******* *****. 

   

  May 11th 5:35 PM
  Carmene -  May 11th 5:35 PM:  
  
  Hello, I ordered this almost 2 weeks ago? Are you having to send to me from ***** or what
  
  
  MAY 12th 2:17 PM
  Artbeads **************** -02:17 PM :
  
  Dear *******,
  
  Thank you for reaching out to Artbeads. We are sorry to hear that you do not yet have your package. It was mailed on May 2nd from *****, **, *** and the last tracking shows it was scheduled for check in at your local post office on May 5th. We have reached out to the carrier for an update and will be in touch as soon as we hear back. Please be advised that this can take up to three business days and is a necessary step before we can submit any claims for lost shipments.
  
  ****.com - **** Tracking Results
  
  Please let ** know if we can be of any further assistance!
  
  Regards,
  
  Carmene - 4:08 PM:  
  
  It still hasn't arrived today .
  
  .. If they ever show up, I will just have to return them because tonight I will have to drive out to some local bead or craft store if I can find one and buy something else to replace these
  
  
  Artbeads **************** - 5:12 PM:   
  
  Dear *******,
  
  We do apologize for the inconvenience. Unfortunately, we do not have direct control over the carrier or their processes. As we said, we are following up with them now that we have been made aware of the situation. We will be sure to follow this to resolution.
  
  Please let us know if we can be of any further assistance!
  
  Regards,
  
  
  15 May 01:29 PM
  
  Carmene - 1:29 PM:
  
  What a let down dealing w your company and really, Holding up my money so long is just so unacceptable.... I really have a good mind to report you to the Better Business Bureau and then some... send me junk dull looking crimps .... I have been beadinng for a long time and never received junk that someone claimed to be superior.... holding up my money fir that return and now this .... several weeks and at last minute,  I had to go out and buy replacement letters for my party... As soon as I have time or my assistant has time I am going to rave reviews all over about your c***** service and contact a Better Business Bureau about you holding out my money and I'm very uncomfortable that you have my bank information
  
  4540242
  
  *******
  
  
  Artbeads **************** - 2:33 PM:
  
  Dear *******,
  
  Thank you for voicing your concerns.
  
  I checked with our receiving team, and they confirmed that it has been received and is in queue. We process returns in the order that they are received and there are still a few to go but that should go through no later than tomorrow.
  
  I also wanted to assure you that we do not have any direct access to your banking information. The system software allows ** to do things like process returns, but it does not give ** your actual card information. This is a basic security protocol as we care very much that your information remains safe and secure.
  
  Again, I do apologize for the situation with the Alphabet beads. I have checked on the reports and we have not received the claim response as of yet. I will be checking daily and will have a definitive answer by Wednesday 5/17. If the package is not recovered, then I can certainly process this for a refund rather than a replacement.
  
  If something is not being addressed, please let me know and I will be happy to assist.
  
  Regards,
  
  
  Carmene - 5:32 PM:
  
  Yes ....issue refund ...as clearly noted, I  do not need anything other than refund on everything and to be rid of your lousy incompetent service
  
  
  17 May 08:57 AM
  
  Artbeads **************** - 8:57 AM:
  Dear *******,
  
  Good morning.
  
  We received the report this morning which shows that the last physical scan for this item was in *********. The carrier is going to continue to investigate, however, this does let ** move forward with the claim and we have processed the refund per your request.
  
  I am not sure why you are showing so much hostility towards me as I have proceeded exactly as explained from the very beginning. Please remember that when you call people lousy that it is a real person who needs to read that. We did nothing other than follow through on what you asked for us to do.
  
  I hope you have a better day.
  
  Please let us know if we can be of any further assistance!
  
  Regards,
  
  
  Carmene - 5:50 PM:
  Denial is so sad
  
  Your service is lousy
  
  I wish I would have checked BBB before ordering w your crapy store

*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. ↩