Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 17th, 2024 I spent $498 with @gifthorst . I was promised a delivery date of approx 3 months. Despite multiple delays I was patient. I was then told all outstanding orders would be delivered in December. Then it was further delayed. In January I was told that the item shipped. I asked multiple times for the tracking number, she didnt respond for over a week and when she did she asked what my name was, despite there being months of conversation between us. She did not provide a tracking number after I persisted again and again. I then told her that if I didnt receive a tracking number then I would report it to my credit card to get my refund. Her response was do what makes you happy. A week later I asked again if she had a tracking number or not. She responded that I stopped working on your order so if you still want it I will get working on it. Meaning, she never finished the order, or shipped it at all. She has now been completely non responsive and is keeping my $498.

  Business response

  01/29/2025

  The customer has included the full conversation from instagram, so I won't put it up myself. She did place the order as described, and while we've been open and hinest with her, things happen in life and we made attempts to explain that to her as they came up. She was displeased with the progress and we tried to be polite and appeasing. However eventually we just decided it best to let her do what she needed to while we did what we had promised by making the order, given her outspokeness on social media. Attached to this are 2 screenshots of the current tracking information, which has it in ****** and on its way to delivery.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  5 months ago, my sister and I paid for a tintype photo to be made and delivered to our home while visiting ***********. We were directed by a photographer, ***** Palindrome, who took our photos and promised the delivery of our tin photo. She requested we pay $160-185 in advance and that our custom photo would be delivered 3 months after our visit, which took place April 30th 2024. I contacted the business via email June 12th 2024. ****, the business owner, replied to my email that ***** had quit and they were behind on orders. He promised they were not taking new orders and would ship our purchase ****, reminding me of the 3 month expected turnaround. I again emailed the business on Oct 6th 2024, requesting an update on our order as it has now been 5 months with zero updates or communication. I was asked what day I visited and never received a follow up response after that. They did not provide me a receipt for my purchase and of course I did not receive a tracking number because they had no intentions of ever delivering a product. I was able to find two other customers online who had the same experience as myself. One of the customers, ***** ******, claims to have spent $1000 on photos and never received any tintype products. The business claimed to have stopped taking orders but their Etsy store is still open and they are actively posting on Instagram while ignoring customers pleas for delivery of items promised or refunds.

  Business response

  10/12/2024

  Hello, the customer did visit April 30th, and was originally quoted a 3-6 month turnaround as we do with all of our customers. We took an upfront payment of $80 for the service and product+$4 tax, and they added a tip of $12.60. Find attached their order paperwork and their original digital receipt, which they had declined to take a copy of. We have maintained contact with her throughout the process, including when our photographer left, precipitating a closure of our tintype business. While we have shuttered to new orders, we have continued to produce and mail out the work that was ordered before our shut down. Our social media posts have been to inform people of our continued production and to provide updates to customers as to our progress. Also find attached the confirmation from the other customer mentioned in this complaint that they did receive their artwork after having wrongly questioned our former employee in her private Facebook account. We have already been processing her photos and have her on the schedule to be completed this week. Find attached the picture they chose, screenshot from my computer's working files. While we are having a difficult time closing out the orders, we are doing our best to get through everything as quickly as possible and customer's have been by and large pleased with the final, albeit belated, results.

  Customer response

  10/14/2024

  [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 22409138, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Simone Ibarrondo

*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. ↩