ComplaintsforCrystal Classics

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had never heard of this company, I had never visited their website and I had never purchased anything from them however there is a fraudulent charge for $86 on my credit card! When I tried to phone this company I found that they do not list a phone number anywhere on their website but rather they make you fill out more information about yourself and open a ticket. Since this company is a scam and fraudulent I certainly was not going to provide any further information than they already stole from me. I of course have notified the fraud department of my credit card and they are handling this however I would like to file this complaint with the BBB so that other customers are not scammed. I believe they stole my credit card information through one of the public data breaches. Well they won't get too far because I intend to prosecute. This is a fraudulent company.

  Business response

  09/05/2024

  We have been in business online for over 30 years, and our web site is older than ******. We are very much reputable, as we have 1.5 million customers. The credit card was probably stolen somewhere else, and used on our site. We would advise the customer to cancel the card and contact the credit card issuer, as there will probably be more charges by other merchants. In addition our ticket system is very good and answered promptly. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was shopping for additional plates for an approachng dinner party. I was under a tight timeline and searched several sources to be able to get them in time. Crystal Classics stated a 2 day fed ex shipping time so I purchased from them. I paid $47 dollars for 2 day shipping. My plates did not arrive on time - I was so busy getting ready for the party and there were fed fex delays so I assumed that was what had happened. I went online to try to find my order and could not locate it. I tried to call their call center but they were not open on the weekend. I decided to wait and see if they showed up. I finally received the order, over a month later. And I was still charged for the 2 day shipping! I called customer service to complain and they said it was my fault because I "pre-ordered" them and they had to order them from ***** and it took a month for them to receive it. Since I had paid for 2 day shipping, they follwed through and shipped them 2 days. I told them that I had many other options to order these plates from and the reason I ordered from them is that I was expecting them in 2 days. Why would I pre-order from them if I could get it in about a week from Amazon?? I had ZERO idea I was "pre-ordering" from them - look at my receipt. Where does it say I was pre-ordering??? They said had I called and complained before the itme was shipped they would not have charged me for 2 day shipping. How was I to know that I was still going to be charged since I had ZERO idea I was PRE-ORDERING?? And, why could I not locate my order online to check it?? I would like to be refunded for the rush shipping and I would highly recommend they make their website clearer so customers like me are not duped into ordering from them.

  Business response

  04/24/2024

  Below the price in the bullet points it is stated when the item will ship for every item on our site. Every single item has estimated ship date in these bullet points, even before you put it in the cart. Once the item is in the cart, below it's name it says when it is going to ship.

  It seems that you were rushing and missed both. Understandable given the situation. But not our fault.

  In addition we sent an email notifying you of the delay, same day you placed the order. 

  Regardless, we apologize for the inconvenience and have issued a credit in amount of $21.97 which is the difference between 2nd Day and Ground, which you would have incurred as the order is under $99 required for Free Shipping.

  Also, next time please don't scream at customer service. That is rude, and not helpful to resolve your case. Our customer service rating is among the highest in the industry, and those are good people trying to help. Picking up the phone and talking to real human is a luxury in today's world, and we hope you understand how special that is. Let's be nice.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased from Crystal Classics, a replacement lid for my mother's Waterford biscuit jar in November 2020 (Order *******). It did not fit my mother's biscuit jar and I returned (credit was issued). I have since learned however that the lid was clearly not Waterford, if it were, it would have fit the jar. It was just a smidge too large. I spoke to Waterford directly, then visited their store. They explained that all off their lids fit ALL standard biscuit jars. My mothers was a simple classic jar. Since they would not sell me just the lid, I purchased a complete new biscuit jar with lid. And sure enough.......when I delivered to my mother's house, the lid fit her jar! So while I have solved for my mother, I am incredibly disappointed (and now also have a new Waterford jar with no lid). It's Crystal Classic policy to not refund shipping fees, in this case I feel it's more then appropriate that my fees are reimbursed. I was charged $10.28 from Crystal Classics to receive and was charged $10.90 for me tor return, for a total of $21.18. More importantly however, is that the website clearly makes it appear as genuine Waterford merchandise, when in fact that is not the case. I sent several emails to them asking for resolution and none were returned. Others should be warned of this incorrect advertising.

  Business response

  02/25/2022

  We get all our merchandise from Waterford, actually from Fiskars Inc. which owns that brand.There is no company called Waterford, it is a brand that is owned by Finland based Fiskars. We would simply have no other way to "make" or otherwise fashion crystal item in our warehouse in Ohio. The process of crystal production requires a high temperature glass melting kilns and specialized equipment which cost millions of dollars. Pretty crazy to get all that so we can make a fake biscuit barrel lid :) This is the craziest thing ever.

  Customer response

  02/25/2022

  Please see the photos taking on Christmas Day.  The lid clearly does not fit the biscuit jar and had to be returned.  I absolutely would have kept it had it fit.  Crystal Classics lack of response at the time and their condescending response now is disheartening.  I had to buy a completely new jar and lid from Waterford just to get a lid that properly fit my mother’s original jar.  The photos are clear it was too big.  It was close — just a smidge too big, but clearly not usable.  
  

  If Crystal Classics would like to send me a Waterford lid that fits, I’d be happy with that outcome.  Alternatively, I would like my shipping refunded as I did not get the merchandise described.  

  Thank you,

  **** ********

  Business response

  03/03/2022

  Glandore was not a part of Waterford's collection in the U.S. It does not exists in any catalog of Waterford product being sold in the U.S. for at least 30 years that we have data for. It might have been made for a specific store, or imported for them, but it was never a part of U.S. collection. We would really need to know the provenance of the piece to be able to judge it's authenticity. Glandore does not exists in Waterford catalog as a pattern.

  Customer response

  03/07/2022

  This is ridiculous.  The Waterford Glandore Crystal was a popular collection produced from 1983 to 2017.  I do not know what country it was produced, but whether that was in the US or outside the US is immaterial.  Crystal Classics does not state "US only" on there now ironically "sold out" webpage for the lid.  As explained and confirmed by Waterford directly, all lids fit all biscuit jars unless it is a special collection.  The Glandore was not a special collection and can be viewed easily on multiple re-sale websites.  A simple google search of Glandore Waterford, proves this popular collection. This was further confirmed when I bought the complete Lismore biscuit jar at Waterford and the lid for Lismore perfectly fit my mother's Glandore jar.  My disappoint here, and Crystal Classics resistance and attitude with changing stories are so disheartening.  Please see that I am refunded my shipping expense and that it is noted on their BBB file.

  Thank you,

*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. ↩