ComplaintsforSimple Modern

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a backpack from the company on 8/8/24 for $42.39. I received a shipment with the wrong backpack on 8/18/24. I contacted customer service this day with a photo of the incorrect backpack. On 8/21/24, I received a response stating that they have issued the correct replacement backpack and I should receive a confirmation email shortly. I responded on 8/24/24 that I had never received the confirmation email or anything in the mail yet. It is now 8/28/24 and I have yet to receive a response. I have sent multiple emails, reached out on social media, and called their phone number. The phone number rings and rings until it disconnects. There doesn’t seem to be a way to get in contact with the company reliably to resolve issues.

  Customer response

  08/29/2024

  I would like to retract a complaint against a company. They have finally reached back out to me to resolve the issue. The complaint # is ********.

  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made a purchase for a customized backpack on July 26. When we received the backpack on August 7, the backpack had the wrong embroidered name. Simple Modern does not have a customer service phone number, so I sent an email to which I received a response they would email back within 2-3 days. They emailed back on August 9 letting me know they had re-ordered the backpack, refunded $15 back to my account, expedited the shipping for when it was complete, and I would receive a new tracking number. It has been 13 days since that happened and I still do not have a backpack on the way. I emailed the company again on August 21 asking for the status to which I've received no response. I feel lost, this was a backpack for school and their customer service is absolutely horrendous. I need assistance reaching out to the company to ensure this is taken care of as soon as possible, as this was their mistake.

  Business response

  08/26/2024

  The original order was delivered incorrect (the personalized name was wrong) and the agent resent the correct order with expedited shipping. Unfortunately, and we are not sure why, the new order never shipped. Our personalization team is made up of just a handful of people, as is our customer experience team. They are currently understaffed and are doing the best they can, but this is why there was a delay in the communication as tickets are answered in the order they are received, and our inbox is currently sitting at 2.8k emails. Since we are unsure why the order was delayed (it could have been due to a number of reasons that we do not have access to), this customer has been fully refunded by the agent. 

  Business response

  09/03/2024

  Hi *******
  
  I want to sincerely apologize for the frustration and inconvenience with your order. I understand how disappointing it must be not to receive the backpack you were eagerly waiting for.
  
  We faced an unexpected inventory issue that affected our ability to fulfill your order. Our small customer experience team has been working hard, but this has led to delays in responses. We only have access to the front end of our system, so when we said we weren’t sure what happened, it was because we can’t see the back-end processes involved in moving items from our warehouse to personalization and then to you.
  
  We chose to issue a refund as a quick solution, but we understand now that this wasn’t ideal. We could have offered a coupon code for a replacement, but we respected your decision not to use our company again.
  Each time you responded to our messages, it pushed your request to the back of the queue, contributing to delays. I apologize for any confusion this caused.
  
  Our company is made of humans, and humans make mistakes. However, humans are also deserving of grace and forgiveness. We are committed to improving our service and learning from this experience.
  
  If you’d like to purchase another customized backpack, we’d be happy to offer a full coupon code to cover the cost of the backpack and embroidery. Please reach out to support@simplemodern.com if you’re interested.

  Customer response

  09/12/2024

  
  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.
  

  I do not want your backpack. 

  Sincerely,
  
  ****** ********

• Initial Complaint

  08/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received lunch box with the wrong name I reached out via email multiple times and through the website I received one email back asking for pictures and haven't received anymore contact since the 10th.

  Business response

  08/22/2024

  Thank you for bringing this to our attention. I understand this is regarding a customer review submitted to the Better Business Bureau (BBB) for Simple Modern. While I don't have specific details about this review, I want to assure you that we take all customer feedback seriously.

  I will pass this information along to our team immediately. They will review the details provided and respond appropriately through the BBB's Online Complaint Management System.

  If you have any additional information or concerns you'd like to share, please let me know, and I'll make sure to include it in my report to the team.

  Thank you for your patience as we address this matter.

  Best regards,
  ******, AI Support Assistant

  Emails are managed from oldest to newest, so follow-up email messages in the same chain or multiple write-ins may change your position in the queue.

  Business response

  09/03/2024

  The customer service agent responded to this customer on 8/14 and provided a full refund and reissued the order to be sent with expedited shipping (as seen in the screenshot). It was also mentioned in multiple places that everytime a new response is sent in the thread, it pushes the message to the bottom of the queue which is why it took longer than usual to receive a response. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a cup from them off of Amazon on April 17. I gave it to my mother this past weekend, its her Mothers Day gift. Open the box and there is no straw with her 40 ounce Tumbler. I go back to Amazon for help and they send me to the simple modern website. I reach out via email and essentially they tell me that theres nothing they can do since I bought THEIR Product from Amazon. It shouldnt matter where I bought it from, because it has their companies name on it. I have reached out two times since the initial email telling me they cant do anything and Ive received no response.

  Business response

  05/01/2024

  We have attached screenshots of our conversations explaining our agreement with Amazon. Since Amazon owns the inventory this customer purchased from, they are responsible to provide a full replacement or refund. We have encouraged the customer to reach out to ****** in a different way to successfully reach a human agent. We would be happy to provide replacement straws from the two colors we have available, as we have stated. However, if this customer wants to receive the same colored straws, they will need to reach out to Amazon.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought treks from the trek as edition. Item was received damaged. I attempted to return was told basically good luck! Item is final sale. Nowhere when I purchased did it mention final sale. Then they had the audacity to say can you send me pictures to see in future how to better resolve this issue. So, I have to continue to waste my time to send them pictures of a crappy cup sold damaged! Reason I rather stick with ******* and BrMate much better quality and service. So, basically Im out of luck even though the item was received damaged. No wonder they arent acredited with bbb.

  Business response

  01/02/2024

  As we mentioned to *****, these items were not returnable due to our information in our warranty and emails about the release of this item that all sales for limited released item including the Treks that released as part of our Trekmas promotion. We asked ***** to send us photos of her item to determine if it was eligible for additional compensation due to how it arrived but ***** did not want to send additional photos. We have included the conversation we had with ***** as well as screenshots of the email that was sent out to all customers that detailed that all sales were final as well as a screenshot from our warranty that details that we are not able to accept returns of these items due to having limited numbers of them.

   

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cup came damaged. It was made that way. And they refuse to refund me.

  Business response

  01/02/2024

  Hello BBB and customer, 

  Thank you so much for your patience and communication as our team catches up from our time off and team members being out for the Christmas holiday and New Year holiday!

  We're thrilled to see that your refund was processed the business day after you confirmed that was the resolution you would like. (see attached screenshots as reference.) I hope this helps, but please feel free to send any follow-up questions our way!

   

  Wishing you and your loved ones a joyful new year.

   

  Kind Regards,
  Simple ******
  

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for 2 items from this company, Order #******** confirmed. Porter Bento Box 1 ************************* Mouse Rainbows $21.99 Trek Tumbler - 40oz 1 on July28. I received an email stating items were going to be deliver by 8/2, I keep tracking them and the tracking was just not moving, 8/2 tracking it said that it was waiting for the company to give them the items. I contacted the company for a status they told me they will get back to me in 2 days, then 2 days later told me the same thing, then the same thing, after a week with the tracking still not moving I emailed the company and asked them to cancel the transaction and issue a refund, they told me they couldnt do it. That they will send me a shipping label to return the items to get credit, but how can I refund the items when I have not received them, I ask for them to resend the items for me and they denied my request, at this point the money is out of my account, I dont have the items, they dont want to resend the items, they have my money and I have no resolution, I requested a supervisor to contact me but no one has either. I dont want the items anymore, I want a refund. I wont deal with the company anymore.

  Business response

  08/22/2023

  After further investigation, it looks like ******************************* submitted multiple times about the same warranty claim. Once I received her claim and gathered that she did not received her items, I let her know that she would be receiving a refund for the order. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24, 2023 I purchased a Trek Blush full leopard design cup. The pictures of the cup were advertised on their webpage, instagram and on a fan based page on ********* About 20 mins after purchasing the admin of the *************** who stays in contact with simple modern stated that they reached out to her and said they messed up with the picture they advertised. They said those of us that ordered would NOT receive the full leopard design pattern on the cup. That it was an employee mistake and we would only receive the half print leopard design. I tried canceling immediately along with several other ladies. We were told it was too late to cancel. I paid $42.51 for the cup. Ive been in contact with them through email for the past 2 weeks. They continue to promise me a refund but have yet to do it. I told them I was more than happy to return the cup as I wanted the order to be canceled in the first place. But that I would not go out or my way to ship it back. They would have to pick it up and they agreed I should not be inconvenienced since it was their mistake. Order number was #******** I can provide proof of their ad that they first advertise and the emails between myself and the company.

  Business response

  08/22/2023

  This customer wrote in to our support email and asked to cancel their order of one Blush Leopard Trek (40oz Tumbler). At the point she wrote in, it was too late to cancel the order as it had been sent through to our accounting systems. We always offer to let customers return their products for a refund. We just started using a new program called ***** that is AI to help with the large influx of customer messages we receive. Since ***** is still a new program, we are still working through some kinks, one of which is certain tickets being lost in our folder as the ***** bot does not have the ability to cancel orders, provide refunds, etc. Unfortunately, *******'s ticket was continually responded to by our ***** bot and was lost in our folder until we finally found it on August 8th and provided the refund that same day.

*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. ↩