legendURNReviews of legendurn.com

Response from legendURNDec 19, 2022

Dear Dawne, Thank you for your review despite it only being just one star. You mention having received the order broken or with damage and you complain about not having been called back and you complain about the urn being too small. First allow us to address the dagamed goods. In case an order arrives damaged we always kindly ask our customers to make pictures of the damaged goods as well as the parcel and send them to us by e-mail as quickly as possible. Then we have proof and we can file a damageclaim with the corresponding courier and offer you a free replacement or proper solution. It's recommended to e-mail us so you can join the photos you've made which over the phone would not be possible. Please also allow us to address your second complaint: the urn being too small. The urn is advertised on our website as being a keepsake urn. You can find it here: https://www.legendurn.com/keepsake-urn-bronze.html The capacity of the urn is only 0,13 L or 7,93 cu inch The full amount of ashes of an adult person may amount to 3 - 3,5 L or 180 - 210 cubic inches of ashes. This is explained by clicking on the blue question mark next to capacity. Finally, our sincere apologies if we haven't called you back if you've left us a voicemail. We're a European based company operating in a completely different timezone and during the weekends our customer service is closed. But don't hesitate to send us an e-mail to [email protected] mentioning your ordernumber and with the pictures of the damaged goods and your desired solution and we'll treat your demand as soon as possible. Best regards, legendURN

Response from legendURNOct 31, 2022

Thank you for your review despite the fact you rate us at but one star connected to the fact the delivery hasn't happened yet. Your order was still in transit. Any possible delays or loss by the carrier, in this case: FedEx are out of our control nor do we have insight in how or why the delivery has been delayed. In such cases we're also dependant on the services provided by FedEx. Considering the last update dates from 24th of September we assume the parcel has been lost: https://www.fedex.com/fedextrack/?trknbr=277674159032&trkqual=2459830000~277674159032~FX In such a case we will file a reclamation claim with FedEx and you may choose to have the item refunded or reshipped. Don't hesitate to contact us for this at [email protected] Best regards, legendURN

Response from legendURNJul 25, 2022

Thank you for your review despite you rating us at but one star. We've been in contact about your order multiple times. We've replaced broken glass free of charge and paid all your duty import charges for you through refunds. According to you, you've not received one of the refunds. We've cheked this from our side and we have to conclude again that the refund has been done and treated from our side. We've even today once again send you additional proof of the transactions and their transaction codes of which we kindly ask you to check them with your credit card company. We hope that with the new transaction codes you'll be able to trace the refunds and solve this matter. Best regards, legendURN

Response from legendURNJun 7, 2022

Thank you for your review despite you only rating us at one star. First of all we're happy your satisfied with the urns in the end. Concerning the delivery time we completely understand and it has been a difficult situation for us too following the many covid lockdowns and restrictions. The urns you've ordered used to be in stock with our supplier, but weren't anymore and had to be ordered in Italy where due to restrictions the porcelaine workshop was either closed or heavily understaffed. So throughout the supply chain there were issues in getting this urn made and delivered which resulted in the very long delivery time. Poor proactive communication from the Italians to our supplier and from our supplier to us resulted in us also not having proactively informed you as we too were guessing at the delivery time at some point. We sincerely apologize for this situation and the fact you've had to postpone the funeral services due to this incident. We hope we'll never have to face such an economically impeding period again and we hope you'll be satisfied with the urns for years to come. Best regards, legendURN

Response from legendURNApr 22, 2022

Dear customer, Thank you for your review despite the fact you only rate us at one star. We did not want to offend you with our previous reply. We were genuinly amazed by the one star review as we did what was requested with FedEx and the urn delivery time was despite FedEx handling delay significantly shorter than indicated. But we take your comments to heart to improve our service. So yes our sincere apologies for the inconvenience caused by the delay in handling by FedEx. Nowadays it's not even possible to have a parcel picked up if all the necessery paperwork is not in order. Also FedEx did not notify us proactively about anything concerning your shipment otherwise we'd definately act on it or reply as we have no gain in having our often emotional customers wait for an urn or gift longer than necessery. So in the end we don't know what caused the delay. For now it remains unclear to us how you wish to proceed. Do you want us to reship the order out to you again? Or did you have it returned to cancel the order and get a refund? Please let us know through [email protected] and we'll follow up on your preferred solution. Best regards, legendURN

Response from legendURNAug 3, 2021

Dear customer, Thank you for your review despite the fact you're only rating us at 1 star. In case you might get a wrongfully charged import fee on the delivery of your UK order we kindly ask you to pay the fee in order to release the parcel and forward the import bill directly to us by e-mail. We wil refund the import costs directly after. We've explained this multiple times to you now by e-mail as well as on the phone. It can be done within a couple of minutes and we restitute the import costs on the same day. We apologize for the inconvenience and are working hard on solving the issue with UK customs and parcelforce as soon as possible. Until it is solved we kindly ask all our customer to pay the cost to release the parcel for delivery and to forward the costs to us for immedaite refund. You can clearly see in our UK review page that this has happened to some customer before and that we always honor or promise of an immediate refund. Hopefully this clears up the situation. Don't hesitate to contact us if you need any help. Best regards, legendURN.

Response from legendURNAug 3, 2021

Dear Rita, Thank you for your review despite you rating us at but one star. Your order will be delivered today according to USPS: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=CX162673910NL May it arrive safe and sound and if you would need any help or after sale service don't hesitate to contact us. We hope you'll be pleased with the item you've ordered. Best regards, legendURN