ComplaintsforElevated Faith, LLC

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made online purchase from Elevated Faith on 11/24/2023, ORDER #*******. This was not my first purchase from them. Order was confirmed and my card charged immediately. I received notice on 12/05/2023 that at 10:58 AM, a *** ticket was created for this order, Tracking # 1Z023R4FYW28677820, which had an estimated delivery date of 12/07/2023. Tracking continues to show that a shipping label was created but *** have never received the package to ship. I gave a couple business days before following up since I still had not received my order and first contact to company was 12/11/2023. I received an auto response that I should hear back in 3-5 business days and if I email again, I will be put at the back of the queue. I did not get a response until 12/27/23 which was an automated message, "Thanks so much for your patience while we've worked to get this sorted for you. I just wanted to let you know your order is on the way and will arrive soon: [link to tracking site]. Thanks again for your patience and understanding!" I responded 12/28/2023 asking for someone to verify the location of the package with no response. I responded again 01/03/2024 for a status update, no response. I sent a new support request on 01/11/2024 asking about the order to which I got a response on 01/12/2024 that was the exact same automated message with the link to tracking. I reached out to the chat feature on the website a couple times with no response. Chat feature no longer available on website. I reached out the personal shopper via text several times, to which they said they would escalate the order for attention, and no resolution. I have received several emails to review the product, as well as emails asking how likely I am to refer a friend to Elevated Faith and to rate my experience with support. I cannot reach a real person, my requests for help are only getting automated email responses. I have called *** and they never received the package, this is unacceptable, I want my order.

  Business response

  01/21/2024

  Hi *****,

  Thank you so much for your patience as we work to resolve your issue! Since your original package was lost by the carrier, we had to send another package your way which will be delivered by today. Your *** tracking URL is: ****************************************************************************************************************.

  Have a very blessed rest of your Sunday!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered sweatpants for full price and wanted to exchange them for a larger size. Went on to exchange on website and return form said final sale unable to exchange. My receipt and the website still does not state final sale. I have attempted to email them twice. Once on 12/25/23 and then again on 1/2/24 with no response from this company. Order #*******. Price paid was $49. Just want a larger size but cannot get anyone to contact me. This is supposed to be a faith based company and this is why I trusted them to be a reliable company. Company address on receipt is ****************************************

  Business response

  01/12/2024

  Hi ******,
  
  I apologize for the confusion! I'm not sure if you have seen the email that was sent to you yesterday, but you are able to return or exchange via returns.elevatedfaith.com now. Please let me know if you need any further help! Thanks so much for your patience :)
  
  Have a very blessed Friday!

  Customer response

  01/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered birthday gifts for my daughters want to be sent to ******* which has arrived and the other to be sent to ******** which has not arrived it was a coat that says God is always with me a tumbler and some stickers we have no tracking number we cannot contact this business so we have no way of knowing what's going on or what happened to this order or where it is I have emailed this place because that's on the way to contact them and I haven't gotten any response I have added my phone number and I'm not even a phone call so if I can get somebody to contact me and let me know what's going on with my order or send me a tracking number I would appreciate it. I was sent to tracking number for the coat that was received which doesn't mean no good because I've already received that one I need a tracking number for the order I did not receive I need somebody to contact me I'm getting really upset I believe this to be a god-based business and so I didn't expect this kind of a hassle please contact me about my order that I have not received my daughter has not received for her birthday thank you

  Business response

  01/10/2024

  Hi *****,

  I hope you are well! You have already received both of your packages and have received tracking information for both of them as well.
  
  First address delivered by USPS: **********************************************************************************
  Second address delivered by UPS: *******************************************************************************************************************************************

  Please let me know if I can help with anything else.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Much like the other complaints, I ordered two rings for my mother to give my daughter for Christmas on December 4th, 2023. I did receive an email stating the order had been received but still have not received our order at of today 1/2/24. I have sent three emails and have only ever received automatic emails essentially saying not to email again or we would get pushed to the end of the line in communications. That alone is so unprofessional. I would also add that when you order it stated 5-7 business days to ship but the automated response then adds 10 days to process the order. The lack of response and transparency is very disappointing.

  Business response

  01/03/2024

  Hi ****,

  I can confirm with you that your order was shipped before Christmas, but has been delayed for over a week unfortunately by ***** Unfortunately since **** has your package, we cannot do much about this aside from sending you another package or refunding you once we are sure it is lost. If we don't see an update by the end of this week, we can process that new shipment or refund for you.
  
  Thanks for your patience! Here is confirmation that your package was indeed shipped in time for a Christmas delivery, but is currently delayed by ****: **********************************************************************************
  
  I'm sorry about this delay, and I really hope that we can make this right. Have a blessed day ahead!

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business takes forever to ship items. I complained and asked for a refund since I ordered and plenty of time to receive the items for Christmas. Finally received after New Year's only because I sent several emails complaining. Now to get a refund they want me to pay the shipping costs for an item I had asked them to cancel since it was so late.

  Business response

  01/03/2024

  Hi ******,
  
  I'm sorry to hear about your experience! We made it clear that there were shipping delays because of Christmas and you ordered after the Christmas cutoff - it looks like your order was delivered yesterday, January 2nd. Your package was not shipped just because you complained, this was already confirmed with you in a previous message from us. Also, your return/exchange fees will be waived because of the late delivery.

  Have a blessed day ahead!

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a purchase order on 12/11. Terms state (in small print in a hard to find area while youre ordering) that items wont ship for 6-8 business days. Its 12/20/23 and it still hasnt shipped. I wanted to upgrade the shipping and emailed- their website says its a 3-5 day turnaround on answering emails! I got an immediate auto-reply on live chat which says ****** respond when they can. Thats a day old as well. Its just really tough to get customer service; no phone numbers listed. During the initial order process theres no indication that you should order a month in advance or whatever if you want your stuff in time for a specific date. The confirmation email they sent states their items usually leave within 72 hours. The shipping time on the receipt says *** 3-7 business days. But then in the order confirmation page it says in tiny print that every order requires 8 days processing before it leaves the warehouse. Thats not what the buyer is thinking when you pick *** 3-7 days. ** it actually means up to 15 business days or 3 weeks! Really misleading to see all that post-purchase.

  Business response

  12/20/2023

  This customer left us a negative review immediately after we helped her with her order. I'm unsure what the issue is - we let her know that we could cancel the order and fully refund her, or we could expedite the order to arrive before Christmas. We believe this review was left in poor taste since she showed no sign of being upset after we helped her.

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear here:

  To be clear: I was afraid this was a scam, so I made a complaint here because I couldnt get in contact with anyone. After I made the case here, I tried ******** Messenger on a whim and got a response quickly, and they offered to expedite my shipping. I wish I had guessed that before but I visited their site independent of social media so I wasnt aware they used it. I was not offered a refund or cancellation. My complaint wasnt vindictive; I just was worried the site was a scam. I paid extra for faster shipping; hopefully Ill get the items soon. 
  

  I dont mind at all when things take a long time to ship- if I know that at the outset. But perhaps in the future the communication could be clearer for the buyers: usually ships in 72 hours leaves the warehouse in about 8 days shipping: 3-7 days *** etc. 
  
  Regards,
  
  *************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed 2 orders, one on 12/4/23 and another one on 12/5/23. It is now 12/18/23 and I have yet to receive any shipping updates or response to multiple emails I have sent requesting an update on my orders. I need the items I purchased for my daughter to arrive before Christmas, the reason why I allowed plenty of time for shipping and places an order now 14 days ago and 21 days before Christmas. Their lack of response to my multiple emails and the fact that it still shows as order placed with no updated shipping or tracking information is very concerning and unprofessional. I looked on their website and there are no phone numbers to be able to call and check the status of the orders and they just ignore their customer emails. I need the items I purchased, a tracking number, a response from this company or a full refund.

  Business response

  12/18/2023

  Hi ******,

  Your order was shipped today and should arrive before Christmas. If it does not, you are totally free to request a full refund for your order upon return of the package. I am very sorry about the delays - we've been seeing very high order volume and we're moving as quickly as we can. Thank you for understanding.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two rings for my daughter as a Christmas present on 11-30-23. I received a confirmation email stating that orders require at least 7 days of processing prior to shipping. When I emailed them on Dec 11th to find out the status of my order, they email back with a generic response that they would respond in 3-5 business days with excuses about holiday delays in shipping. I replied back informing them that I no longer wanted the product and wanted a full refund. After a few days of no response, I emailed them again on Dec 15th, because the website does not list any other way of contacting them. I included my phone number and asked that someone contact me regarding a refund. A few hours later I got an email from their supposed customer service manager that was once again a GENERIC email making excuses for shipping delays and no mention of refunding my money. They included a tracking number which I suppose they thought would appease me, but I made it clear that I did not want the product and wanted a refund. I sent them two emails since then asking for a refund and have gotten no response. It is now Dec 17th and the tracking number still says the package acceptance is still pending with ***** I think their website is a total scam.

  Business response

  12/18/2023

  Hi ********!
  
  I'm so sorry about our delay in response. We're indeed working around the clock to get to everyone during this very busy time - your order has been shipped and should arrive by Christmas, but if it doesn't for whatever reason, we're happy to offer you a full refund upon return of the package.
  
  Please let me know if I can do anything else for you.
  
  Here is your tracking URL: **********************************************************************************

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I asked for a refund long before the product ever shipped.  By continuing to send the product out, they are hoping that someone wont worry with the hassle of sending it back and then I would have to pay ************ to return it. I do not want the item any longer due to the extremely poor customer service, nor do I want my money supporting any of their business

   
  Regards,
  
  *********************************

  Business response

  12/19/2023

  Hi ********,

  We have absolutely no problem refunding your entire order upon return of the package, at our expense. Per the tracking URL, you will be receiving your order on Thursday of this week, before Christmas. Thank you for understanding!
  
  **********************************************************************************

  Customer response

  12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear

  Th** said they will refund my money upon return of the package, at their expense but I'd like to be clear on how that is to be handled before shipping the product back. The package should be shipped so it can be tracked and signed for otherwise I can almost guarantee they will try to say they never received the product back and I have my suspicion that they will be just as hard to contact about getting a refund once they receive the product back. Since they have not sent any correspondence regarding pre-paid ************ and I will have to pay to send it back, I expect their response of refunding my money to specify a refund of product AND All shipping costs incurred by me for shipment to me and back to them, as well as a direct name and phone number of a contact person for refund purposes. 

  
  Regards,
  
  *********************************

  Business response

  12/27/2023

  Hi,

  While we can understand a frustrated customer, we have clearly stated that we offer refunds to all customers through our returns portal which is on our website: ****************************************. Thank you for understanding and have a very blessed day ahead.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 12/3 and as of yesterday, 12/15, the order still had not been shipped. I attempted to do a live chat on the website and requested to connect with a real human and the chat was ended by the chatbot saying someone would contact me. I also sent an email inquiring about the status of the shipment of my order. I would have called but there is no phone number listed for customer service. So basically, theres no way to connect with a real human to ask why my order still hasnt shipped 12 days after I placed my order. Today, I received an email from *** saying my order is shipped and I can expect delivery via **** on 12/23, 20 days past the day I placed my order. This is unacceptable. Historically, all *** packages transferred for delivery via **** are always delayed deliveries and Im expecting this gift will get delivered after Christmas based on this past experience. This order is a gift for my daughter and now most likely will not be a gift wrapped under the tree. Based on this experience of poor customer service, lack of proactive communication from Elevated Faith and the fact my gift may not even arrive by the holiday even though it was ordered at the beginning of the month, means I will never shop with this business again. So frustrated by this whole experience.

  Business response

  12/18/2023

  Hi ******,

  So sorry about our delay in response! We're dealing with extreme order volumes and we're doing our very best to keep up. There's a great chance that your order will be delivered before Christmas since it will be scanned by *** today, but if not, we're more than happy to offer a full refund upon return of the package.
  
  Have a blessed week, and thank you for understanding!
  
  Here is your tracking URL: ********************************************************************************************************************************************************

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, I have attached a copy of my order that states 7 days as being the turnaround time for shipping this order.

  I am not satisfied with the were busy with orders response since I have placed numerous orders from other competent businesses that hire holiday staff to get orders out the door in a timely manner and Ive received those orders without issue. There was no attempt from the business to provide a discount or anything for the lack of service on their end and the fact that the label was created on Saturday 12/16 and still not shipped proves they are not doing all they can to get orders shipped. Also in reviewing past complaints, it shows this has happened before during the same time of year. It should be no surprise this time of year is busy and a lot of people will be placing orders. If my order has not been shipped yet, shipping should be updated to expedited shipping to guarantee delivery before Christmas.

  Regards,
  
  *************************

  Business response

  12/19/2023

  Hi ******,
  
  I can understand where you are coming from, that's why we let you know that you have the option to return your package for a full refund at our expense, which is absolutely no problem. Per the tracking information, you will be receiving your items on Saturday, before Christmas.
  
  Tracking URL: ********************************************************************************************************************************************************

  Thank you so much for your patience, we appreciate it greatly.

  Customer response

  12/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I think what is lacking from this exchange is ownership of your internal shipping issues and customer satisfaction. 
  

  My daughters order was placed 5 days after mine, order #*******, with shipping confirmation sent 2 days after her order was placed and her order was received at my house yesterday. So your explanation for being busy and overwhelmed is not true.

  The fact of the matter is it will be 20 days past the date my order was placed before I receive the package. A return and full refund is not what Im asking for. Im requesting a future coupon I can give to my daughter along with the delayed gift so she can continue to support your store.
  

  And please, own your mistakes and make it possible for a customer to connect with a human in a timely manner for questions so one doesnt have to resort to the BBB to get a delayed package situation resolved. Theres plenty of software options available to assist in bettering your customer and user experiences.

  Regards,
  
  *************************

  Business response

  12/20/2023

  ******,

  Our fulfillment team is indeed working 7 days a week, around the clock. Like I've said, I'm very sorry for the frustrating situation, but we're doing the very best that we can and we appreciate your patience and understanding. You ordered two other times in September and those shipments were very quick, I hope you can understand that we're not sitting on packages for the sake of sitting on packages, we're working very hard. Thank you again for understanding.

  Customer response

  12/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there will be no resolution that is satisfactory to me. It is useless to continue a conversation that is going nowhere. I have unsubscribed from emails and will not make any future purchases from this business based on the lack of customer satisfaction I received this interaction.
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed my order on 12/3/2023. Order *******. Got a confirmation email that provided no estimated delivery date. My order was billed through Shop Pay and the order status there shows zero action. I emailed customer service on December 11th and got an auto reply promising a response in 3-5 days and that orders placed by December 10th with standard shipping will arrive by Christmas. No further response was received as promised.They have no means to be contact online other than their stupid form which generates the email auto reply. No way to reach a human being. At best this is just **** poor customer service. At worst, I've been ripped off. This is why I hate shopping through small online retailers. I should've just stuck with a name brand. Too many scams online. At this point I think I'm just going to file a dispute with my bank and scramble to find replacement gifts.These folks should be ashamed.

  Business response

  12/18/2023

  Hi there,

  Your order has been shipped and delivered to our local *** hub, they just need to scan it in - most likely will be today. If you do not for some reason receive your package by Christmas, you can return for a full refund. Have a blessed week ahead!
  
  Here is your tracking URL: ********************************************************************************************************************************************************

  Customer response

  12/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Ironically, I got a shipment notification about 2 hours after filing my complaint, but still never had any direct communication with the seller.

  As long as my order actually arrives, we can consider this a closed case 

  
  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. ↩