Complaints

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Vertical Ledge didn't honor the post when I purchased the item (*****) and refused to send me the missing part of the item which I already paid for and they blocked me from their social media, Instagram.

  Business response

  12/01/2023

  Thank you for reaching out and sharing your concerns regarding your recent purchase of the Kiosk unit from Vertical Ledge. We understand your disappointment and appreciate the opportunity to address this matter.
  We would like to clarify that in August 2023, Vertical Ledge updated the design of the Kiosk unit. This update, part of our ongoing efforts to optimize for user experience, cost, and shipping efficiency, included a revision to the unit's features, notably the removal of the secondary shelf. This change was reflected in our unit listing and assembly instructions, which now state the Kiosk comes with one shelf.
  We acknowledge that there might have been a lag in updating all our promotional materials to reflect this change, and we apologize for any confusion this may have caused. As part of our commitment to transparency, we have taken steps to ensure all our communications are consistent with our current product offerings.
  We also want to highlight that the price of the Kiosk was reduced accordingly following this design change. We believe this adjustment offers better value while maintaining the quality and functionality of our products.
  We understand that this modification might not meet your expectations, and we regret any inconvenience caused. As a valued customer, your satisfaction is important to us. Therefore, we invite you to take advantage of our return policy. If you are not satisfied with the Kiosk unit, please submit a return request, and we will be happy to assist you with the process.
  Our goal is to provide products that meet your needs and expectations, and we are committed to improving our communication to better serve our customers. Please do not hesitate to reach out if you have any further questions or concerns.
  Thank you for your understanding and continued support.

  Customer response

  12/07/2023

   
  Complaint: 20898455
  
  I am rejecting this response because: They don't have integrity! All they need to do is to honor the post when I bought the item and send me the missing shelf! But no! they're gas lighting and being cheap and hold on to their lie! A little bit of accountability and humility takes a long way, just FYI!

  Yeah sure asked for a rerturn and then charge me for a restocking fee and for a shipping fee! NO thank you! Karma will get your ***** one day, for sure!

  
   

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On June 7th, 2022, I ordered a display stand from Vertical Ledge. Order #****. The total cost was $576.99. On June 15, 2022, the stand arrived damaged. I immediately emailed the company with pictures and requesting information on options to resolve the damaged shipment. The owner, ****** replied the next day on 6/16/22, stating that they would send a replacement the following week. Several weeks went by and I did not receive a replacement. I sent follow up emails on 7/11/22 and 8/3/22, but never received a reply from the company. I also sent one direct message to their company on 8/21/22 that was also ignored. I made one final attempt to contact them by leaving a comment on their Instagram account. That comment was deleted and I was then blocked from their Instagram account.

  Business response

  10/04/2022

  Hey hey, 

   

  We responded to the customer many times, refunded the order, sent a replacement and the customer got to keep the original. 

  Customer response

  10/04/2022

   
  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. The company did finally respond and refund/replace the purchase after submitting the BBB complaint and leaving a negative review of the company on social media. 
  
  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. ↩