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Gearcustoms.com complaints

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1275 Fairfax Avenue Suite 102
San Francisco , CA 94124 | Get Directions

http://gearcustoms.com

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Total Amount in Dispute:
$65.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.
However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Gearcustoms.com closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Gearcustoms.com

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5/8/2022

RESPONSE: Complaint was not answered Amount in Dispute: $24.95 Amount Settled: $0.00

Customer Complaint

4/12/2022

I placed a custom order for an ornament on December 9, 2021 through a link on Facebook that took me to https:// gearcustoms.com/bn5p -- "Sisters, Sisters ... There were never such devoted sisters" -- to be sent to my sister for her birthday. On December 12th I received both an email and a text notifying me they needed me to send them screen shots of the personalization so they could complete it. I complied as requested and was assured it would be completed and delivered by Christmas. Since then I have received no communication unless I texted or emailed them; when they DID respond I was given excuses about employees leaving the company with unfulfilled orders and what has turned out to be empty promises to complete the order. It is now April 11th. 4 months after the initial order date and my sister has not received anything, nor have I been refunded despite my attempts to resolve this. My last communications to Gearcustoms have gone unanswered. Resolution Sought I would LOVE for my sister to have her gift. It is something quite personal ... from me to her! If the cannot or will not ship it, then I want my refund plus $$ for all the heartache this has caused.

2/6/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $39.94 Amount Settled: $0.00

Customer Complaint

1/7/2022

Made a purchase on November 11th. Money came out same day. Purchase has not arrived emails have been consistently sent with very little return. Is constant problems on their end. We are coming up on 2 months with no correspondence onto a product even being made. It is past time and product was supposed to be delivered to be delivered 2 weeks after purchase. I have asked for a refund and yet no correspondence in return. I see upon deeper research that this seems to be a common problem with the company. And that it is a auto response not an actual person emailing back. Resolution Sought I want my money back. I deeply wish I could have the product as this was the one Christmas gift that actually meant something for the other person but I will take just a refund. If the company cannot handle what they are selling they should not be advertising on a site like Facebook like Facebook which caters to a incredibly large audience.

Company Response

1/18/2022

We deeply apologize for what happened. We have some trouble with staffs and it lead to mess up everything. We will check and refund to you soonest. Sorry again for bad shopping experience. We hope to have a second chance to make you pleased if you want to custom items. Thank you for understanding. Regards, Gear Customs Team Address: 1275 Fairfax Ave Ste 102, San Francisco, CA 94124 Email: support@gearcustoms.com Website: https://gearcustoms.com

Customer Rebuttal

1/25/2022

After Informing the company I would like a refund I have not heard back since.

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