ComplaintsforThe Southern House, LLC

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Ordered two tumblers made with resin and my breastmilk. Paid on March 5th, 2022. Upon ordering I confirmed multiple times that the tumbler would look a certain way. I then confirmed multiple times that the tumblers would be in on time for Father's Day, as one was a very sentimental gift for my husband. After asking multiple times for a photo of the cup, Haley finally posted a cup that looked nothing like what I asked for. I posted a screenshot of my message confirming that I wanted a certain swirling effect to which she responded, "this is the base! The final will be swirled'. When the final photo of my cup was posted, I replied saying, "A couple things, I confirmed multiple times with a mod that this cup was supposed to have the swirl effect going up the cup. Also, is that silver showing from the cup." And once again provided the screenshots of my confirmation. Haley replied to my comment with, "With the non-glitter colors, they run while spinning and curing. So I am not able to control how they swirl." I replied back with "So neither one of you felt that to be an important bit of information before I paid and you sealed my milk in there?' To which, I got no response. Haley had multiple opportunities to reach out to me so that we could choose on a different design. Instead she rushed my order and offered me no say in the matter. She then proceeded to block me from her group and delete all of my comments before I even received my order. She created a label on 5/16 @ 5:59 PM then said she dropped my order off at the ******** post office at 6:08 PM. A phone call to the post master confirmed that was a lie. A different Post Office picked up my order the next day and I received it on 6/21 (AFTER Father's Day) DAMAGED during the creation process, NOT the shipping process. Upon sharing my review, Haley threatened me with "legal action" and slandered my name in a post that has since been deleted due to other customers telling her she was in the wrong.

  Business response

  07/15/2022

  Hey *******! we are incredibly sorry for your less than satisfactory experience with our business. We are happy to replace or fix your items, free of charge to you for the inconvenience. While we do not provide refunds, as stated in our policies, we are happy to strive to provide you with an order to fit your standards of quality. Please let us know how you would like to proceed with replacements or corrections of your current items. Have a great day! 

  Customer response

  07/18/2022

  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 absolutely would not like to return these items or receive anything new. The items should have NEVER left your shop in the deplorable conditions they arrived in (ie hair, BUGS. Marks in the uncured resin). After being threatened by you, the shop owner, to sue me for voicing my opinion publicly and warning potential people of the issues within this shop- all voiced with proof. I no longer feel that you are an upstanding or respectable business owner. Your policies won’t hold up in court as I did not receive the products that were ordered and confirmed multiple times a long with the FTCs rule of notifying a customer personally if your TAT will go beyond the posted time. Per FTC standard when an order goes past listed turn around time you are required by federal law to provide me with the option of canceling my order for a full refund or for me to agree to an extended wait time. Neither of which happened. Kindly, I do not agree with this resolution as I also do not have an abundant supply of milk from all four of my children for you to ruin it again. Regards, ******* *****

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a wooden plaque made with cremains from The Southern House, LLC. As well as a fathers day plaque. The Fathers day plaque was supposed to ship on 6/13 so it would be received in time for Fathers day. It was not shipped until 6/16 and was not received until 6/20. Upon receipt of both plaques on 6/20 the cremains plaque was cover in “dots” from the bubble wrap. The plaque looks and smells as if it was not completely cured before it was wrapped in bubble wrap to ship. I reached out to Haley for a partial refund due to the item being damaged and she refused. She offered to fix the item, but with all of the problems and lies Haley has told about the father’s day plaque I do not feel comfortable shipping the plaque back to her, especially since its my husband’s brothers cremains.

  Business response

  06/21/2022

  Hello! I have advised that due to high heat and upon further research, the item received was damaged during transit. When resin is exposed to high temps, it causes it to soften, which seems to be why the bubble wrap was indented. I have offered to provide a return label in regards to repair but customer refuses. Packages were suppose to mail 6/13, but as updated, items from vendors were delayed and shipped as soon as they were received. I also upgraded shipping to express 2 day and next day air for all customers. As advised, I am not able to control the shipping delay from the carrier once I drop off. I have been in contact with *** and **** and am waiting to hear a reply as to why the items were not received in the time frame I purchased for. As stated in business disclaimers, refunds are not provided for custom items, but we are happy to correct any issues the customer has! 

  Customer response

  06/27/2022

  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 will not return the item for repair due to it not being cured correctly the first time it was shipped in which cause the indentation on it. I have asked for a partial refund due to the damage. Haley continues to silence people who complain about her so I do not trust she would handle my cremains plaque with care. Regards, ***** ******

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This business is committing fraud by accepting money under false pretenses. She is also not offering any type of solution to extreme issues with my almost $375 worth of orders. She charged me $157.16 for a Breastmilk ring that is unwearable after 4 weeks of use. I have since found out the setting she advertises from a custom jeweler was bought for $10 from Etsy. I also have spent $160 on a string Breastmilk pearls, and upon receiving them they are also unwearable along with a DNA Breastmilk key chain that I paid $24.97 that is cracked and unusable. These are all my DNA and I fixable, and after many attempts at a resolution, preferably a refund, I have been ignored and threatened with legal charges for harassment (which is untrue). She has also been selling necklaces and bracelets with severe price gouging. For specific example a paw print necklace she is charging $67.50 for she bought off **** for $18. The **** retailer has been notified and will be seeking legal action for resale. She deletes any negative feedback or constructive criticism from her group, blocks any of those people, and then bashes them on her page. For every item I listed above she has a published turn around time of 8-12 weeks. And I had to threaten to report her to BBB and the AG of her state for her to even make them after 21 weeks of waiting. The orders were placed December 31 (ring) January 23 (keychain) and January 28 (pearls). I have physical black and white proof of all of this and MORE if requested or needed. I would like a refund at minimum 50% of these orders and for her business to be Investigated. Other people have ordered items two months ago that have been confirmed to never have been ordered from the supplier at all. Yet haley is stating it’s that businesses fault they’re late.

  Business response

  07/15/2022

  Hello ********! we are incredibly sorry for your less than satisfactory experience with our business. We are happy to replace or fix your items, free of charge to you for the inconvenience. While we do not provide refunds, as stated in our policies, we are happy to strive to provide you with an order to fit your standards of quality. Please let us know how you would like to proceed with replacements or corrections of your current items. Have a great day! 

  Customer response

  07/16/2022

  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. There is absolutely no way to fix ANY of my products as you no longer have any of my milk left, nor do I have any more to send you. You knowingly decided to make and send me terrible quality products with my last bag of milk I ever produced. I also have proof of how terribly you talked about me to other customers. I did not ask for a full refund as I’m well aware you paid for products and used your time- I only asked to be compensated 50% due to pain and suffering of not being able to use or wear my products. However, with no remaining milk (I asked for any remaining to be mailed with my products and there was none- so if you still have some you were untruthful and did not fulfill your clients request), and absolutely no trust for a lying, scheming, manipulative small shop owner, I cannot send you my items to be fixed. I wish for my request of a 50% refund to be honored, or I will be contacting my bank and the **** *** app I used to divide the payments  to take further actions  Regards, ******** *******

• Initial Complaint

  06/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Father’s Day package 5/13/22 for $125.00 expecting it to be here BEFORE Father’s Day. Hailey said it was shipped 6/15/22 for two day express, however that’s when the label was created not shipped. My package isn’t here and it’s Father’s Day, she will not give a refund of my money.

  Business response

  07/15/2022

  Hey *******! we are incredibly sorry for your less than satisfactory experience with our business. We are happy to provide you a shop credit for a different item to you for the inconvenience. While we do not provide refunds, as stated in our policies, we are happy to strive to provide you with an order to fit your standards of promptness and use. Please let us know how you would like to proceed with replacements or corrections of your current items. Have a great day! 

  Customer response

  07/15/2022

  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. Providing a credit does not help that my Father’s Day gifts were late. On her website it stated that the gifts would be send out the 13th of June and they were not sent out until the 15th of June. Therefore, it is her reason and neglect of sending the purchase out on time that I did not receive what I purchased on time.  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. ↩