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Business Profile

Design

Custom Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Design.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered two watches from custom envy the issue I had is when I first submitted my warranty claim roughly March I had to send photos and everything from old replaced watch bands that was horrible in itself because the fact is you are being hassled to even get photos from old watch bands you had it came out when they printed the watch band it was a defect in their printing that distorted the photos on the watch band let me add again you only talk to **** she writes you randomly at 4 am in the morning only one time per day its a disaster you cant get any help or anything resolved now I been waiting for a few months now regarding the Apple Watch band being replaced on the website it says they suppose to have them replaced in April its now July and not one person has emailed me at all to follow up I have been emailing and nobody from custom envy has the courtesy to even follow up with me since they still dont have watch bands in stock and clearly they are not following up to see why its not in stock and why they are 4 months back dated I want my refund for the two watch bands I have purchased they cant honor a lifetime warranty if you dont have the product and they are not following up with me regarding anything Im over it I first been having this issue in February

    Business Response

    Date: 07/09/2024

    Hello,

    I apologize for the delays on your watch bands. I have went ahead and refunded the full amount.

    Thanks,
    Custom Envy

    Customer Answer

    Date: 07/09/2024

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

    Complaint: 21953716

    I am rejecting this response because:  
    It was ******************************************************************************************************************** but I am short roughly  I added proof for my photo 
    Regards, if they can make the adjustment to cover the full price I paid I would appreciate it also helping me figure out what card I used 

    ***************************

    Customer Answer

    Date: 07/10/2024

    ******** custom envy dispute
    Hiver-disputeresolution
    Hiver-disputeresolution/jwalker
    Hiver-disputeresolution/open
    Hiver-disputeresolution/t-Complaint

    '***************************' via Dispute Resolution - Shared Inbox <********************************************************>
    Jul 9, 2024, 8:40 AM (1 day ago)
    to disputeresolution

    They refunded 58 but I did miscalculate Inline image


    '***************************' via Dispute Resolution - Shared Inbox <********************************************************>
    Jul 9, 2024, 8:41 AM (1 day ago)
    to disputeresolution

    I also have to figure out what payment method I used and if I still have it 


    Sent from Yahoo Mail for iPhone

  • Initial Complaint

    Date:04/05/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for a custom case on 3/06/2024. As of now (4/05/2024), I have no case nor do I have a tracking number of any kind (just order# ******-CE). They took my money and have provided absolutely nothing in return. The status has been “unfulfilled” since the date of order.

    Business Response

    Date: 04/15/2024

    Hello,

    This order was cancelled and refunded on 4/10.  We apologize for any inconvenience.

    Thanks,

    Custom Envy

    Customer Answer

    Date: 04/22/2024

    The consumer indicated by phone that the business resolved their complaint.

  • Initial Complaint

    Date:06/04/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a custom case for my phone on June 2nd and I have no way of logging into the website to even track it. I paid $33.51 and I can't tell if it's been shipped or not so because I have grown tired of waiting I'd like a full refund and they can keep the case because I don't want the thing if it takes this long

    Business Response

    Date: 06/06/2023

    Good afternoon! Our processing times for custom items is 1-4 business days.  The customer order was made on June 2.  That being said the customer was refunded and the order was cancelled on June 5th.  Please allow 1-3 days to see the credit on your bank account.

    Thanks,

    CustomEnvy.com

    Customer Answer

    Date: 06/17/2023

    I accept the business's response to resolve this complaint.

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