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I ordered a couple of items from Uncommon Goods mid-December and it is now January 11 and they still have not arrived. Customer service is zero help, advising that "the items are on their way". They gave me tracking numbers that said the items would be delivered January 10 yet they have been in a city 200 miles away since January 8 and haven't moved. It doesn't get any worse than this. Stay away from Uncommon Goods!
I ordered a set of glasses for my sister and a personalized doormat for my parents on December 12 for Christmas. The glasses arrived December 23, smashed. They were replaced. Ok. However, I am still waiting for the mat and it is January 5. I have been given various excuses including it being held up in customs by borderfree, to it being delivered and picked up by someone named Melissa in Iowa. I am Canadian and know no one in Iowa. They also sent me two WRONG tracking numbers. I even received an email saying I would receive my doormat by a specific date. It didn't arrive then. Yesterday, I got a confirmation from DHL that the order assigned to my tracking number was arriving. It did not. It arrived today. And guess what? It is still not the mat. The sticker on the box was supposed to match my mat. When we opened the box it was the glasses. Not the mat. So I called back again, and now they are going to look into it. I have countless emails and hours on the phone and feel like I'm not getting anywhere. Frustrated. My parents leave tomorrow. They live a 6 hour flight away. No Christmas present. Sighhhhh.
"We're sorry" doesn't begin to cover how we're feeling about your experience. SiteJabber doesn't give us enough information to be able to tie a review to a customer, so I'll be sending you a private message shortly.
I bought two different shipments of holiday gifts from Uncommon Goods this year. I paid the rush shipping fee on each shipment. For one of the shipments, one gift came much later than it was supposed to. For the other shipment, one of the gifts was not in the box. When I called to complain about each, the customer service was unapologetic and said it was not possible to be refunded the rush shipping fee. What a joke. Don't use them if you want to get the item you paid for!
Thanks for letting us know about this, Heather. Please accept our deepest apologies. I'd like to look into this myself and I want to make sure that you've received any credits you are due. I can be reached at [email protected] and I'm eager to hear from you.
I placed my order for Christmas gifts on December 5th. Two of them were personalized. I received the first part of my shipment on December 13th. The glasses were smashed so I called and was told a replacement would be shipped the next day. They didn't arrive in time for Christmas of course but the glasses turned out to be the least of my problems. I received via email the proofs for the personalized mugs I ordered on December 8th. They were great and I approved them the same day. I heard nothing until December 19th when I received an email announcing great news or something like that, my items were shipping and would arrive on DECEMBER 27TH. I immediately called customer service and asked if they could be shipped to an alternate address to save time and maybe even make it by the holiday (imagine!). The service agent said she would send an email to the artist and let me know. I didn't hear anything so I called back. I was then told it couldn't be done and would ship to the original destination. So no Christmas gift for my friends. Then on December 26th I received an email from Kevin Davis stating that my gift would arrive on December 30th, delayed because of the interception. I no longer wished for the interception because my friends are no longer at that address and in fact, there isn't ANYONE at that address. I called customer service again and explained the problem. I was put on hold and told that the shipment was redirected and would arrive at my home on the following day, December 28th. It's now December 28th, I checked the tracking information and now the item is in Oregon on it's way to the empty house. I called customer service AGAIN and after about 40 minutes was told my package would have to go all the way to the alternate destination and then back to me and according to UPS, it will be here on January 4th. This is unacceptable. I was told there was nothing that could be done because of the company's "arrangement" with UPS. The communication is beyond terrible and the service is worse than typical holiday chaos. I've referred the matter to my credit card company.
We're terribly embarrassed about all of the trouble you had with your order. It's clear that we could have done a better job. I've sent you a private message.
Horrible Customer Service. Ordered gift two weeks before Christmas and paid for shipping that would get it delivered in plenty of time. 12 days after ordering contacted company and they just made excuses about how busy they were. Lied to 4 times and was told that my item would ship that day and they would expedite shipping to overnight in order to receive by Christmas. Two days after Christmas still had not shipped, had to threaten to open a dispute with Paypal to get them to refund my money. Worst customer service I have ever experienced. Reps are either extremely uninformed or outright liars!
You shouldn't have had to work so hard (or at all) to receive your order or your refund. We are all truly sorry that this happened to you. I'd love the chance to take a look at your order and review exactly what went wrong. I can be reached directly at [email protected] and I hope to hear from you!
4th year holiday purchaser. 2016 something happened. They failed to ship per my purchase. They spent an hour on the phone with me, then proceeded to LIE to me, i assume to get me off the phone, ruined my holiday by LYING to me, (instead of letting me know in advance my packages wouldn't arrive on time - giving me a chance to do last minute local shopping!), Rather than the few dollars they would have spent to get my package to me on time, they chose to spend the dollars to recall a refused package, restock the items, make amends to the manufacturers/distributors (oh, trust me - I'm a consumer who will let them know), deal with disputed MC charges, etc... They SUCK!
You're absolutely right, Heather: something different did happen this year. You trusted us to provide quality service and, while we don't want to make excuses, we do want to share an explanation. Our database suffered a major outage just as you and so many others began their holiday shopping. This resulted in late shipments and, in some cases, incorrect information we mistakenly passed on to you.
Our team is building new systems and processes to prevent mistakes like this from happening again. We are committed to delivering you first-rate service, which we've typically provided during our 17 year history.
As a long-time customer, you know that what happened to you and others this year is not how we normally operate. We're deeply sorry that anybody was impacted at all and we hate that we caused so much stress for the customers who had a bad shopping experience this year. I'd like to look into your order to make sure that you've received any and all credits you are owed. I'd appreciate it if you would email me at [email protected] so I can get started.
Flat out lied about the shipping time for my very overpriced product, ordered and paid for on 12/10, told 4 days after I was supposed to receive it that it REALLY was 12/28, and if I don't want it, I get to spend another $14 to ship a $10 overpriced product back.
Fool me once... Never again. Buyer beware.
That sounds like a terribly disappointing experience, Jim, and we're very sorry. We've sent you a private message.
I ordered a custome picture I just got the wrong one shipped I called to let them know and they made me feel like it was my problem!
They need a new vendor for the custom prints this is unacceptable especially around the holidays. I can only imagine someone else opening my box expecting their print. I wish I would have read these reviews first before ordering! Ick!
We're very sorry, Rebecca. This is not the experience we'd want anybody to have. We've sent you a private message.
Cool site with great gifts, but horrible and unprofessional service. Placed an order for a Christmas gift on November 28th. Plenty of time to get it before Christmas, right? Wrong! On December 23rd I was told of a shipping error they made. They shipped my product to another customer and could not get me another item until mid-January. Naturally, I cancelled the order. Now I am shopping for a last minute gift! Thanks for nothing Uncommon Goods.
We feel awful that we made such an egregious mistake with your order and caused you to scramble at the last minute. We know that our customers trust us to ship the perfect gift to their loved ones and it's upsetting (to us and to our customer) when we don't get it right. We're sorry to have let you down. Please let us know if there's anything else we can do for you. We can be reached at [email protected] if you have any further feedback for us.
I ordered an item for Christmas on Dec 12 and kept receiving emails that it shipped, I finally called the company and won't get it until Dec 27th. I guess shipping has been a disaster and many have not received any items that they ordered before I did.
Some of our customers, yourself included, were negatively impacted by a database outage. We truly regret that anybody was impacted at all, but it's especially painful that your order arrived late. We're so sorry to have let you down. We'd like to make sure that you've been adequately compensated for our error. Please email [email protected] with your name and/or order number so we can locate your order and see if you've received the appropriate credits/compensation. We're very much looking forward to hearing from you!
Ordered a custom item on 12/4. It was to ship on 12/19. Emailed 12/19 as shipping said in process. They followed up on 12/20 saying they were looking into it and would get back to me ASAP. I emailed 12/21 saying I hadn't received any further update. It is now 12/23 and still no response. Will not order from them again.
We're so sorry that our communication with you was so poor. We'd like to take a look at your order to make sure that, first and foremost, you received your item, and also to ensure that we've posted any and all credits/compensation you are owed. We can be reached at [email protected] and we're looking forward to your email!
Ordered an item and picked the shipping method that said it would be here before Christmas. I called 4 times the week it was supposed to be shipped out and not one person could get me a tracking number. Finally the last time I called, 2 days before Christmas, the lady told me she's not sure if it shipped and I said then it probably won't be here before Christmas right? She told me that was correct. Mentioned that it was unacceptable and she just said ok, asked if I was able to cancel the order and she said is that what I wanted? I said yes, she said ok and hung up. Absolutely awful company and customer service. Definitely avoid buying from here.
What a frustrating experience you've had - we're so sorry! Even when things go wrong with an order we still expect our representatives to be helpful and empathetic. It's simply not ok that you were treated this way. We'd like to look into your order further. Please email your name or order number to [email protected] so we can get started. We're looking forward to hearing from you!
I ordered a gift on 12/13 (the date listed on the site to receive orders in time for Christmas). I didn't receive a proof approval until the 19th and as of the 22nd, I did not receive any word on shipping. When I called, I was informed that the gift would not be shipped until the 26th, delivered in the beginning January. Needless to say, I am upset because the gift was intended for Christmas and with 3 days to go, I am not left with many options. To make matters worse, when I asked to speak with a supervisor, the manager was very rude and unhelpful. She began contesting the things I was saying; even pointing out a mistake I made in the time I ordered the item (a few minutes off). While I understand that it is Christmastime and I'm sure they are being bombarded with calls, this was a gift intended for my mother who I will not see after the holiday. I ordered this gift under the assumption that UncommonGoods would fulfill their promises. I am very disappointed with my first and last order.
This sounds really frustrating, Meg. We're all so very sorry. I've sent you a private message.
I ordered an item on December 10 and paid for 3-8 business day delivery. I followed the tracking information which stated in process so on Dec 19 I called and was told by a rep that I would receive the item Dec 22. Not true. The item will not be here until Dec 27. So much for my sons Christmas!
That's terrible, Rhonda! We're so sorry that we didn't get the order to you in time. We'd like to look into what caused the delay with shipping your order and we'd like to make sure that you've been credited your shipping fees. We can be reached at [email protected] or you can email me directly at [email protected]
December 1st I ordered two personalized pictures. The first one came on December 19th, wrong picture, Called advised them, sent picture of picture plus shipping label. Back and forth emails with no definitive answer. I asked them to send a shipping label so I could send the wrong picture back. Customer service told me I can't send it back until the original owner complains of non receipt. What! Finally, today they advised me they will reorder my original order. Again I asked for a shipping label to return item. Still no response. I have paid over $500.00 for different items from this company but after this no more. It may have started off as a good company but now it's gone downhill with mix ups and shipping
There are many lessons for us here. Thank you for sharing this with us. We're all so very sorry for everything that's gone wrong.
SiteJabber doesn't give us enough information to be able to tie a review to a customer, so we'll be sending you a private message shortly. We're anxious to hear from you so we can try to make this right.
Seems to be a common theme, I ordered on 12/13, chose shipping option to be here by 12/21, as of 12/22, product has not shipped warehouse. I would avoid unless you want a barren looking Christmas tree this year.
We did purposely hold some orders in our warehouse for a few days but we upgraded shipping at no cost to the customers. However, your order should have arrived within the time frame you selected. I'm really sorry that your order was a day late. I'd like to make sure that we've credited your shipping fees. I can be reached at [email protected]
I used them last year and all was good. This year, however, nothing but bad.
I ordered my items on Dec 11 (all items listed as "in stock"). As of Dec 19, they had not shipped. I did get one item well over a week late. The second has yet to ship (today is the 21st). I was issued a tracking number for this item, yet mysteriously, it did not work. Only to find out that it in fact had not shipped, contrary to the shipping notification. I have gotten two different stories from the customer service reps, and am told I will have it by Friday (which I highly doubt). I will not be using this company again.
Also, Jennifer G. [uncommon goods rep], please do me the favor of not insulting me with the same "I'm sorry for this mix up. I would like to follow up and investigate this further" crap. You have spewed this on every bad review, and if you have not been able to figure out the problem after all this time and bad reviews, then you need a new occupation. Might I suggest something other than detective. If you are really interested in solving the problem... then try closing the business. That should do it.
I've sent you a private message, Aron. I'd love to try to help!
As many others have noted, I experienced problems with receiving an order in the timeframe stated on the website. My order was placed on Dec 12th and when choosing shipping options selected the option that said the order would ship by Dec 16th and arrive by Dec 21st.
On Dec 19th the item had no shipping information and was still listed as in progress so I contacted customer support via chat and was notified by support that it would arrive by the 23rd. Unfortunately, I would be out of town on that date, hence why I purposefully choose the shipping method (and paid extra for it) as it stated the item would arrive by the 21st. Upon discussion with Genesis, a very kind customer support staffer, she told me it would arrive by the 22nd. I notified her that due to travel plans I would need it by the 21st or I asked if it would be possible to delay shipping until the I would return so that it would not be potentially exposed to winter conditions.
Ultimately I was notified that I would either need to provide an alternative shipping address or have it held at the UPS hub. Neither of these options are suitable -- I do not want to transport this gift back from where I will be staying, my friends and neighbors are also planning on being out of town for the holidays, and visiting the UPS hub would require me to take time off work and is logistically challenging.
I subsequently asked for my order to be cancelled as I do not want to risk this item being ruined by exposure to weather. I can't stress enough how disappointed I am by this outcome, but there was no way I wanted the item sitting outside in the snow, rain, and wind for over a week. I have ordered and been given gifts from this company multiple times and have always been happy with the products and customer service.
This is incredibly frustrating as this could have been avoided with more accurate information on the website. I saw the statement at the top of the page stating that custom orders could take extra time, however, as the shipping info said it would arrive by the 21st, I assumed that would take into account the extra time needed for custom items. Had the arrival date not included a window with the latest date being Dec 21st, I would not have selected that option, and I would have ultimately waited to place my order until I knew it would arrive at a time I would be home.
Jan 10th 2016 Update
In response to Jen's comment, I contacted uncommongoods and was able to resolve my shipping issues. The order arrived on Jan 9th and looks great. I worked with Jen throughout the process to come up with a resolution. She was quick to respond and immediately helped to take care of a billing/credit issue that came up even after we had decided on a plan. I received a beautiful product so I'm glad we were able to make things work.
We are so very sorry that we weren't able to get your order to you on the date we promised. We'd like to look into your order to see exactly where it all went wrong so we can prevent this from happening again. We would really appreciate it if you could email your name or order number to [email protected] so we can start our investigation and see if there's anything else we can do for you.
I ordered an item on 12/10/16. It said it was in stock and "will ship by 12/16/16. Never got shipping notification so on 14th, 16th, and 16th again I sent e-mails. No response. The 17th I called customer service and after 2 people and 20 minutes I got told that it was a custom piece-which it was not- and that it had in fact shipped and I would get it on the 21st. They told me there couldn't give me a tracking no. Guess why. Today is the 20th and I just got an e-mail stating that it shipped today-from OREGON. I am on Long Island- 1/2 hr from Brooklyn-where Uncommon goods is located. I have no faith that I will see this in time for Christmas and since I was told it was scheduled for Wens the 21st I did not get anything else for my daughter's new Fiancé- this was over $200.00 already. Wish I had seen these reviews before I wasted so much time. It doesn't matter wether it's nice or not if I don't have it for Christmas- Thanks for making me look like a fool...
What a frustrating experience you've had - we're so sorry! We'd like to look into your order further and see if there's anything we can do to help. Please email your name or order number to [email protected] so we can get started. We're looking forward to hearing from you!
Terrible customer service. I order 2 things, one for a Christmas present and another item that was back-ordered until January, but I ordered it anyways for a January birthday present. I ordered the Christmas present with expedited shipping. Today I was supposed to get the shipment email for the item that was in stock, but instead the back-ordered item is being shipped. I started a chat with a Kelvin C. Who was nothing but rude from the beginning. His first response to me was that the IN STOCK item would be delivered on the 27th, even though I ordered it 10 days before WITH EXPRESS SHIPPING. I told him how I ordered the express shipping because I was guaranteed a delivery date before the 24th. His response was that my item was arriving before Christmas. I corrected him by copying and pasting his very first comment and reminding him that the 27th is AFTER Christmas. He apologized (for probably thinking I was a space-case), but then only offered me a refund on my shipping. Unfortunately, that really does me no good as now I need to get a new Christmas present. It makes no sense to me that items in stock are being shipped out after back-ordered items. We'll see if they even get the refund right. The site has great stuff, but I don't plan to return or recommend to others.
We're so sorry about all of this, Sarah! This never should have happened. I'd like to look into this for you and see if there's anything we can do to make this right. If you email [email protected] with your name and/or order number we can get to work on this for you.
This sounds really frustrating, M. K. I'd love to look into this myself to see what went wrong and how we can make sure it never happens again. I'd also like to make sure that there's nothing else we can do for you to make this a little bit better. I can be reached at [email protected] and I hope to hear from you soon!