ComplaintsforTimeless Moments

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  - July, 2019 - Trying to find receipt but it was likely $400-500 (50% deposit, still owe a balance) - Floral preservation of my wedding bouquet, they stated it would take 1.5-2 years (which is why I didn't file sooner) - I still have not received anything that I paid for. Communication with the company has been horrible. I have to reach out constantly, I am never provided updates and they keep stringing me along acting like I will have things soon. This July will be my 4 year wedding anniversary and I still don't have what I paid for and they have my original wedding bouquet that they claim they cannot return to me because it will crumble if not completed to their specifications. - I sent an email a few weeks ago notifying them that if I didn't have completed work by January 31, 2023 that I would be requesting a full refund and payment for my original bouquet. They responded to say they would have something over in a few weeks. It is now February and I haven't heard or received anything. - I am trying to access my order number, my parents have the receipt I have email communication back and forth for the last year and not a single ounce of product to show for any progress or what I paid for. Tons of similar complaints online yet the company has posted photos recently of work which is interesting.

  Business response

  02/06/2023

  We have made every effort to complete your wedding keepsake timely and keep our commitment to produce a custom-designed keepsake for you.  When the order was changed from shadow box to resin, we agreed to accept the deposit you originally made as payment in full.  Therefore, no balance is due.  As per our original signed agreement, we do not return freeze-dried flowers as they will not keep unless sealed in a protective case.  Your wedding flowers are preserved, safe, beautiful and being laid out for proof approval this week.  We will be sending the proof to the email you provided with your original order form.  Please feel free to call us at 440.523.1099 if you have any additional concerns.
  
  Tell us why here...

  Customer response

  02/06/2023

  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. 

  I told Timeless Moments they had until the end of January, 2023 to complete my order (after being dragged on for 3.5 years and communicating every few months for the last year). It is now into February and I haven't received anything. I don't believe anything this business promises since nothing has shown me otherwise. I told her if I didn't have a proof b January 31, 2023 I would be demanding full refund of my order and my original bouquet cost. 
  
  Regards,
  
  ******* *********
  
  
  
  
   

  Customer response

  02/23/2023

  I have not received my flowers or a refund. I am planning to file with small claims court so you don't need to do anything further at this time. 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. ↩