ComplaintsforTree of Hope Creations

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a product from their website. In May 2021 product kept getting pushed back because of excuses. After 9 months I recieved the product only to find it was incorrect. I reached out to the company and was told what I got is what I ordered and because I placed the text in the wrong category box they just assumed I wanted the inscription on the back instead of the pictured plaque.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/03/01) */ Hi ****, I'm extremely taken back to hear of your BBB complaint. To clarify the product took 8 months (not 9) (our current turn around time is 30 weeks) and was not due to excuses. There was a wood shortage (we could not get the wood we use), we had Covid 3 separate times (we unfortuently cannot work when we are Ill), my daughter had to have surgery in the hospital, our carving machine broke (having to wait for a new one), etc. None excuses, all true reasons why as a small business of two people we could not work on pieces and caused delays. For that we have apologized and had offered to send you a free piece for the delay. Additionally, it was not just placing the text in the wrong place. You also did not select and pay for a personalized stand to be made, which was explained in the email exchanges you screenshot. That is an option that has been on our site since we started and had not been a problem or source of confusion. You ask in your complaint (made on 2/27) for the product to be finished. We did offer to create it for the additional $10 that everyone else pays, and should have been paid at checkout, for a personalized stand; however you chose not proceed with that. If you were so upset about the stand that you made a BBB knowing you did not purchase it, why would you decline the offer to purchase for $10 and get the stand you wanted? I want to reiterate one more time for everyone's record that if you would like to pay the additional upgrade cost of the personalized stand (the $10 I previously mentioned), we will create it for you. However, we will not be sending a free gift if you feel a negative BBB false review is an appropriate approach to treat a small business (false being that we didn't make excuses, it was not 9 months, and you did not even select/pay for the stand) as that now reflects on us for no reason unless it is closed. It's such a shame that we work tirelessly and pride ourselves in creating beautiful pieces for others and you feel the need to bash us over a stand you did not order/pay for as we provide the option for you to pay and get it (which you were not interested in). We hope your wife loved her main piece and you will reconsider leaving negative reviews for small businesses that try to work with you when there are misunderstandings. *** Consumer Response /* (3000, 7, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are excuses. I was told that you created the flower already using my breastmilk. I expect that sent to me as the milk is my property. Once I receive it, I will close this case. Assumptions should not be made by a business. I should have been contacted.

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