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Things Remembered - "There's Nothing I Can Do"

Engraving - Complaint
Review by bperryvt on 2013-08-26
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
DULLES, VIRGINIA -- I had always thought Things Remembered was great, so for my wedding I went on their website and purchased 9 sets of "Old Fashioned" Groomsman glasses, each coming with 2 glasses. One set was to be specialized for my father the Best Man, with "Best Man" engraved into the glasses, and the other 8 sets were to have "Groomsman" written on them.

I placed the order, specifying 1 set for the best man and 8 sets for groomsman. Altogether with engraving it was almost $800. A woman from the "Quality Assurance" department called me to confirm the engraving, in which she went over character for character what was being written on the glasses.

When they were delivered, all 9 sets were incorrect, each had 1 glass for the best man and 1 glass for the groomsman. I called customer service to explain the error, escalating to a director, but she said they could not replace them without charging me $40 per set, the cost of the glasses without engraving. After paying so much, only to get something I wasn't pleased with, they refused to make their customer happy. I called my credit card company, telling them I was unhappy with the purchase I had made and that the goods delivered were incorrect, but when they put the credit card company and myself on hold for the same director, we waited 5 minutes then someone hung the call up on us. We finally got a hold of the local store, but when I showed up, they said there was nothing they could do for me, without also charging me. It turns out the local store is not able to help with any errors made by the online store. My wife and I had planned on making an additional purchase of two engraved photo frames for our parents, however we were so disgusted about their service we left and do not plan to do business with them again.
Comments:1 Replies - Latest reply on 2013-08-26
Posted by cmthru on 2013-08-26:
You need to deal with their online sales dept. as the store is not involved. Hopefully you have a copy of the original order and is needs to be exactly what you ordered. A credit card statement only shows the price.

Here is their customer satisfaction number: 800-274-7367

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