ComplaintsforQualtry, LLC

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The transaction took place on January 5th, 2024. I paid $100.12 for a set of 5 personalized wooden handled pocket knives for my groomsmen in my wedding party. The shipping information stated it would ship within 2-8 business days. I have yet to receive any updates on the product regarding shipping or production, and have reached out to the company several times via email, social media messaging, and phone call. I have received no response regarding my concerns. I am seeking better, more transparent communication for this transaction or a full refund if they do not intend to produce the items agreed upon within a timely manner.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 18, 2023 I placed and order from Qualtry. The order was for Personalized Mancave Slate Coaster Sets. I ordered 14 sets for $181.38 which was on sale. Their product said you would get a set of coasters; Exact wording for was product. "Personalized Slate Coaster Sets" ... By definition a "set" is more than 1. I have pictures of the web site and my order. When the shipment arrived there was only 14 individual coasters. I contacted the company via email on 11/25/23 indicating that I did NOT get my full order. I only got 1 coaster per "set" and asked when the rest of my order was coming. What I got back was ... "Hello, Thank you for reaching out. Our apologies, but upon checking, you only ordered 14 pcs of coasters. Attached is a copy of your order invoice for your reference. " I took a picture of the website page and my order indicating it should be a coaster set with 4 coasters in each set. They responded again with I only should only get 1. But 1 is "Not" a set. Now, I go to the website and see the description changed. I have copies of both the site page when I ordered and now. I tried calling everyday for over a week multiple times. I have left messages with no answer. They have cheating me out of money. I do not mind paying for the product I got but 1 coaster per order which is only 2.5 coaster sets and now they are changing and trying to hide by changing their website to make it look different and justify what they sent. They changed the terms and took my money! I added pictures of their website before my complaint to them of both what I order and even other "Coasters" they sale individually which you can see does NOT say it is a set!

  Business response

  11/30/2023

  Hello,

  Good day.
  
  The customer only  ordered 14 pcs of coasters, same quantity she receives.
  
  When ordering these coasters, If you choose a set of 2, there will be 2 coasters in the shopping cart. If set of 4, there will be 4, and if it's a set of 8, then 8 will be added to the cart.
  The customer chose the same set patterns. 2,4, and 8 making it a total of 14.
  
  We have also sent a copy of the customer's order invoice for her reference to shed a light regarding the matter.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order on 11/8/23 - company information communicates that the items would be shipped within 3 days. My order has yet to be shipped on this date 11/30/23. I have emailed them several times and have not received any answers other than "we are working on it and they have verified it has not been shipped." No information on when will be shipped?? Order number *******

  Business response

  11/30/2023

  Hello,
  
  Good day.
  
  The customer's order is still in the processing stage due to the high volume of orders and delayed shipments of raw materials from the suppliers. Because of this, we can not provide an estimate at this time but the tracking information will be sent to the customer through email once the order has been shipped.
  
  
  If waiting is no longer an option due to time sensitivity, we can also request for a refund to be processed instead.
  
  The customer can send an email to ******************* or chat with our live representative by visiting our website ***************. 
  She may also call us at ***** *** **** to discuss this options.

  Customer response

  11/30/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  

  They do not answer the phone. I waited on hold for over 20 minutes and the online person does not respond either..  So their response is bogus.  
  Sincerely,
  
  ******* ********

• Initial Complaint

  11/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have not received my order from 10/25/2023 for $13.29 and have tried calling the phone number multiple times and no one answers and have emailed multiple times with no response ..my order numbers are # ******* and *******

  Business response

  11/21/2023

  Hello,

  We have already reached out to the customer to gather additional information and confirm which order she did not received since Both orders #******* and # ******* has already been shipped last 10/25/2023. The customer din not respond and we are still awaiting this information so that we can conduct an investigation and respond with the appropriate resolution. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered $190 worth of Items from Qualtry on November 28, 2022. I have waited and waited to see the item shipped and I still have nothing. I have emailed and called multiple times with zero response. I am irate at the lack of communication and I want to know when I am getting my order. If it will not be here before Christmas I want a refund. #*******November 28, 2022PaidUnfulfilled$ ****** Here is my information

  Business response

  12/19/2022

  The customer's order was delayed due to some supplier issues.
  As per the customer's request here in ********************, We are going to request for a full refund refund to be processed.
  The refunded amount will be posted back to the customer's mode of payment in 3-5 business days. A refund notification will also be sent through the customer's registered e-mail.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an inkling suspicion Qualtry is not being transparent at all. I have gone to Qualtry's ******** page - and it looks as if negative comments against them have been deleted. I myself made an order during on Thanksgiving day, requesting a custom humidor, placing the order way before the apparent deadline to get it before Xmas day. Weeks went by, but my order to this day is STILL prepping for shipping. I contacted this company thru ******** messenger, several times thru different email addresses provided by them - one of them present on their website ****************************** (listed on their website). I have read their responses to other complaints, blaming it on their suppliers and such, but when will they hold themselves accountable. I want an apology from them and I still want my humidor. This was very irresponsible on Qualtry's part and is making me reluctant to buy from them ever (not like they need my money) .

  Business response

  01/08/2022

  Hi ****,

   

  We have refunded your shipping payment of $12.80 and should be refunded back to your same payment method. At the moment due to the order being old, we could no longer fulfill it.

  I have prepared a new discount code for you CP-GPNPGTMH1-al6yDHaeg which has a purchasing value of $91.78 which you can use to reorder the same humidor or can be used towards different items on our website

   

  Once again, we're very sorry that we were not able to provide you with the service and products that we very proudly stand by.

   

  Respectfully,

  Carlo

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mug from my Qualtry for my mother-in-law and it cracked the first or second time she used it. I emailed Qualtry and they responded asking for photos. I sent them the photos and they said a replacement would be shipped out at the end of the week. A replacement was never sent and they never responded to my subsequent emails asking for information and updates.

  Business response

  01/17/2022

  Hi *****,

   

  Apologies for the delay. It looks like there has been a problem with your old order ******* where the file design does not load anymore on our printing/engraving machines. Therefore, we have re-created your order from scratch. Your new referenced order number for the replacement mug is 2144836

   

  Respectfully,

  Carlo

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed 2 orders with Qualtry on November 15, 2021 (order #s ******* and *******) containing multiple items. They did fulfill some items. It took a long time, but given delays in shipping and staffing due to the pandemic, I can understand that. They don't provide any contact information except email. I know some companies have gone to that because many of their workers are working remotely, so I can live with that. I have ordered from them before without any issues, so it didn't raise any red flags with me. I have emailed them many times. I got automated responses that say that they will get back to me within 24 hours, but they never reply. All I want is a refund for the items that were ordered, paid for and not sent. Through the website I was able to check that they didn't send them (it wasn't lost in the mail or anything). The items in question are: eight "personalized stainless steel double wall insulated water bottles", each $8.99, for a total of $71.92 (plus tax). They were supposed to be stocking stuffers for Christmas. If you can help me get a refund on those items, I would appreciate it. Thank you for your time and attention.

  Business response

  01/08/2022

  Hi *****,

   

  Apologies for the late revert. It appears that the insulated water bottles are currently out of stock. We have issued you a refund of $71.92 and should be posted in 3-5 banking days
  
  
  
  
   Once again, we're very sorry that we were not able to provide you with the service and products that we very proudly stand by.

   

  Carlo

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They havent shipped my item, nor answered calls, nor responded to emails. They have a fake phone number that directs to a fake insurance company and multiple locations. A different phone number is always busy

  Business response

  12/29/2021

  Hi ******,

   

  May we please have your order number for our review?

   

  Regards,

  Carlo

  Qualtry Support

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered several items Nov 29th during the black Friday sales event. I spent over $100. I received 2 of the products which totaled $10. I attempted to contacted the company via phone, direct email, guardia email (shipping protection), and also via the Shop site with no answers or responses

  Business response

  12/29/2021

  Hi *****,

   

  Based on the tracking link shared to us by USPS, looks like the order has been delivered on 12.9.2021 at your Salem address

  Would you mind checking with your household members or nearby neighbors who might have received the package on your behalf and kept it for safekeeping?

   

  Regards,

  Carlo

  Qualtry Support Team

  Business response

  01/03/2022

  Hi *****,

   

  One of our Customer Service Agents has refunded you a total of $94.84 for the missing items on 12.28.21

   

  
  Jim T refunded $94.24 USD using a Visa ending in ****.
  Order
  #*******
  Card details
  Visa •••• •••• •••• ****
  Name on card
  ***** *******
  Refunded by
  Jim T
  Authorization key
  *****************refund
  Message
  This transaction has been approved
  Amount
  $94.24
  Refunded items
  
  Gateway
  Authorize.net
  Status
  success
  Type
  refund
  Created
  Dec 28, 2021, 1:00 pm
  Refund reason
  Missing most of the items. jimCS12/28/2021

  Customer response

  01/03/2022

  
  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.
  
  Sincerely,
  
  ***** *******

*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. ↩