CollectionsEtc.com Customer Service Issues

I placed an order for a puzzle back in August as a birthday gift for October. When I didn't receive it by November, I decided to cancel it. Strangely enough, today I finally got the puzzle, but it arrived damaged. As a gesture of goodwill, I'm hoping to be allowed to keep the damaged puzzle since it would cost me to return it by post. It's frustrating to receive a damaged item four months late and possibly be charged for it. My order number is [redacted]9, and my customer number is [redacted]. I've been a loyal customer, but this experience is making me reconsider. Thank you for your understanding. Sincerely, Judy E.

On November 9th, I placed an order by mail for a bedspread, shams, and 3 Battery Daddys. I have received the bedspread and shams but not the rest of my order. I have not received any updates on the status of the remaining items. I am concerned as these are Christmas gifts. Thank you for looking into this matter. JoAnn Lewis [redacted] Gehrke Rd Port Angeles, WA [redacted] [redacted]

I have an order number: [redacted]8. I'm reaching out through this channel as I've sent two emails to the customer service email, but haven't received a response. I got an email stating that my order couldn't be charged to my bank account, which was incorrect as the charge was successful. I urge for the order to be shipped promptly. The episode is disappointing in terms of customer service as I've been billed, but my item hasn't been shipped despite the erroneous email about payment issues.

I ordered two (2) Cape May valances, two (2) sets of 24-inch tiers, and one pair of fur trimmed gloves. Today, I received 4 valances but no tier sets or gloves. I paid $62.43 by check, which my bank processed on 11/30. I called twice today but have not received information on how the company intends to resolve this issue. Please update me on the steps you will be taking. My Order No. is [redacted].

I recently bought two items from collectionsetc.com (order [redacted]8) and paid with my debit card. The charge appeared immediately on my bank account. However, I received a message from the company stating that my bank did not accept the charge, which is not true. I have contacted them multiple times to no avail. They refuse to ship the items even though the payment went through. I have sent several emails but have not received a satisfactory response. I am considering notifying my bank and the Maryland State Attorney General's office about this dishonest behavior.

Good morning. I am writing to address a concern regarding an order I placed. I received one item, the Mrs. Knitted Santa, but I have yet to receive the Battery Daddy that was part of my purchase made two months ago. After contacting customer service twice, I was initially told it was on back order, then assured it would arrive by the end of November, and later promised delivery this week. I am still waiting for the Battery Daddy to be delivered. Where is my missing item? Thank you. - R.C.

I purchased a dress for my wife for Christmas from the catalog I received in the mail. I selected the item and completed the order, but now it appears that the order is stuck in the cart. I'm confused about why this occurred. Currently, the Christmas gift has not been dispatched. I'm unsure why this issue is being handled this way since I did not utilize the website to make the purchase.

I encountered an issue with an order placed through a friend using my customer number. Instead of receiving the order, my friend inexplicably received the money order I sent along with the order details to her address. The order was for $65.32, but the situation has left me frustrated. Despite contacting customer service, they claim to have no record of the transaction and cannot track the money order. Furthermore, they mentioned that my customer number is registered under a different name. This confusion has resulted in me having to pay an extra $7 to stop the money order. It is disappointing as I have been a loyal customer and recommended your services to friends like Cindi Kronstad. I hope this issue can be resolved so I can continue to speak positively about your company. Customer number: [redacted]2. Thank you, Rae

I called weeks ago to place an order over the phone. The individual I spoke with, who had a foreign accent, was challenging to understand and made errors in my order. I had to correct him and inform him about the free shipping code I was entitled to use. He seemed frustrated when I mentioned the code. Upon questioning the total, I was informed it was pending due to processing and tax, only to find out later that he had not actually placed my order. Today, I experienced more issues while trying to place an order online. The website listed my previous orders, making it difficult to proceed with the current one. I had to repeat the final steps several times before my order was accepted. Even though I ensured my address was correct, the website prompted me to re-enter it, and my credit card information had disappeared, requiring me to input it again. The total amount of my order was still incorrect. After attempting to reach customer service over the phone and facing a long wait time, I retried the online order process. These recent challenges have been very discouraging, especially since I have been a loyal customer for a long time without encountering such difficulties before.

I received the wrong furniture throw (#[redacted] Rose Tap furniture throw-Char) which does not match my decor and is too bulky. Despite my attempts to return it, I was initially told to keep it by an employee who claimed it was on my original order, but it was not. The customer service representative I spoke to was difficult to communicate with due to a language barrier, and when I tried to clarify, he abruptly hung up on me. Upon calling back, I was informed of a $7.95 charge for a return label. The return policy was confusing as the paperwork mentioned returns but was meant for exchanges only. I am disappointed in the return process and customer service experience, especially considering I am a loyal customer. It seems I will have to donate the unwanted item myself. Additionally, an item from my order was missing but is being resent. Overall, I find this situation to be unacceptable for a company I have supported for so long. - Joy A.

On 3-01-[redacted], I sent an order to your company with a money order for $31.92 for two items. Despite my calls, they keep saying the order hasn't been received. The two items I ordered were the Magna Vision Smart Phone Magnifier #[redacted]-75-[redacted] priced at $9.99 each, totaling $19.98 with taxes. I am unsure if I will receive the items since I mailed the money order to you. Thank you, Miss J. Landers. Reach me at #[redacted]. If I don't answer, please leave your name and number for me to call.

Since February 24th, I have encountered issues with my order #[redacted]2. On March 2nd, I called after not receiving my shipment despite an email claiming it was delivered. They assured me they would investigate and ship my order ASAP, promising to send a confirmation email. By March 10th, no confirmation arrived. After speaking to Mark on the 11th and 18th, I escalated to a supervisor, Robby Smith, who apologized and claimed he would handle it. Despite multiple calls and promises, as of March 29th, my order has not arrived. I feel frustrated by the lack of follow-through and only receiving a $5 voucher on the 17th. I expect my order to be shipped promptly and some form of compensation for the inconvenience caused by the continued delays.

I returned an item on April 6 using the $7.99 shipping label provided by Collections Etc. For the last two weeks, I have called to inquire about the status of the return and my refund of $54.66, minus the $7.99 shipping label, leaving a total refund of $46.67. I was informed that an additional refund of $8.43 was to be issued on May 3. The total purchase price was $54.66. This return process has been mishandled, with multiple notes on file documenting my interactions. I eagerly awaited the refund, only to discover today that it was incorrectly calculated. I am hoping a representative can address this promptly so I can receive the correct refund amount. Thank you for your attention to this matter. Sincerely, Mrs. W. Phone: [redacted] Email: [redacted]

I signed up for the new customer 10% discount and free shipping for orders over $50. I ensured these discounts were applied before placing my order. However, upon reviewing the confirmation email, I noticed that the discounts were not reflected. The shipping cost was added, and the 10% discount disappeared, causing my total to increase from $[redacted] to $[redacted]. This was disappointing. I would like to have the discounts reinstated as they were before I confirmed the order, or I may need to cancel the order. Thank you. James C.

On April 5, [redacted], I placed an order for 2 Mosquito Plants and 1 Hens & Chicks, with Order number [redacted]9. Upon delivery, the Mosquito Plants did not have dirt around them, and sadly, one arrived dead while the other struggled and eventually perished despite my efforts to revive it. Approximately a month ago, I called to report the issue and was assured that the Mosquito Plants would be replaced, but regrettably, I never received the replacements. After another call a month later promising new plants, they also failed to arrive. It has been over a month since then, and I am yet to receive the replacement plants. I am beginning to doubt your "[redacted]% Satisfaction Guarantee" as I have not been satisfied with this experience. I hope this matter can be resolved promptly as I had hoped to place additional orders, but currently lack the confidence to do so. Best regards, Kay G. [redacted] West Phelps Road Peoria, Arizona

I'm unsure if my previous complaint was received by your team. I'm reaching out about my order number [redacted]9 from April 5, [redacted]. The order included 2 Mosquito Plants, which arrived without dirt. One plant was dead on arrival, and the other one struggled and eventually died despite my efforts to care for it. I contacted your customer service a month after receiving the order, and I was promised replacement plants would be sent. After waiting for over a month with no replacements, I called again and was once more assured that the plants would be shipped. It has now been another month, and I have yet to receive any replacements. Your paperwork advertises a "[redacted]% Satisfaction Guarantee," but my experience has left me hesitant to trust your services. I'm interested in ordering more items, but I am reluctant due to this unresolved issue. Thank you. Kay G. [redacted] W Phelps Road Peoria, AZ [redacted] Email: [redacted]

As a loyal customer for many years, I am experiencing issues with my recent orders. The last two months have been problematic, particularly with overcharging on my most recent order. Initially, I was double charged, once for $63.49 and another for $63.50, but after speaking with a less-than-friendly representative, the correction was made inaccurately. When my order arrived today, I only received one box of border fencing instead of the three I had ordered and paid for. Thankfully, a kind lady assured me she would send the missing items and refund my account for the discrepancy. Despite this, my frustration with these errors is significant, and I feel compelled to share my disappointment. I have referred multiple customers to your company in the past; however, unless the situation improves, I may not be able to do so in the future. I contemplated reaching out to the BBB, but decided to bring my concerns to your attention first.

I ordered a "Good Morning, This is God" mug, but it arrived broken into many tiny pieces. I had been waiting for weeks for this item as it was part of a gift for a friend and was on backorder. This is the first time this has happened, and I am very disappointed. I have been ordering from your company for years and quite frequently. I would simply like a replacement for the broken mug, or if not possible, a refund to my account. I hope there is another one available as it was intended as a retirement gift for an old friend. If you require the broken mug to be returned, please send a return label. Thank you, Barbara T.

I have been a loyal customer of yours for many years, but I am truly disappointed with the recent service I have received. When placing an order, the customer service representatives have been incredibly rude, not allowing me to speak and talking over me. I ordered on 10/18/21 with a promised delivery by 11/5/21, which did not happen. After contacting customer service, I was informed the items would ship on 12/5/21, which was still acceptable for my Christmas items. However, upon another call, I was told that my Christmas items would not be shipped until January 7, [redacted]. This has greatly upset me and my wife, as we rely on your services each year. Despite my request to speak with a manager, I was informed there was none available. I kindly ask for a manager to reach out to me via email, providing a contact number for further discussion. Thank you for your attention to this matter. Clarence Sharon.

I have been a long-time customer of Collections,etc. and receive catalogs frequently. Today, I called to place an order and had to wait with a call back number. Unfortunately, when I called back, I didn't receive the 10% discount that was promised for providing my email during the online order. I ordered two items at $39.99 each with free shipping. The total came to $90.88 with unexpected charges including tax and an additional $4.95 for "Peak Season processing and replacement", which seemed unnecessary for this time of year. I reluctantly paid the extra charge but am disappointed in this experience and will not be ordering from Collections again. I also do not want to receive excessive catalogs in the future. Thank you. - Dr. G. & F. Mathews