Complaints

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.

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Product is great, but Customer service is terrible. I ordered two patches $350 ea and they messed up the whole order. I got one out of the two, but it wasnt right and in my frustration I ordered the second one and I messed up in clicking iron on instead of Velcro. The company cant or wont take any fault in this. I've tried to give them the chance to make it right but they wont. This is frustrating. Even though the second one was a mess up becasue of the orders on their end Im willing to pay for my part of the mistake, but would like the first order redone on the company or a full refund.
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 12, 2022/11/01) */
  The customer requested standard backing, not Velcro, (Original Request Details - under "Backing") and received and approved a proof (proof1, Proof-1 Approval) as well as received a confirmation (itemized breakdown) with no velcro and standard backing listed. We also credited him for shipping because he provided the incorrect address. He has ordered previously, but months apart so we are not sure where the "second order" he is referring to is coming from. We have not been able to locate any information regarding any previous issues.
  We would be more than happy to work out any issues if we're able to resolve them within reason, however, it appears that we've produced what the customer has requested.
  
  
  Consumer Response /* (3000, 14, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The mess up was on there end when they didn't do the second order with the first. I'm willing to pay 50% to get these done right. It's a shame that I have to garbage these ones. I'm more than willing too work with the company. I'm also willing to do a review on *******. Quality is great just communication isn't.
  
  
  Business Response /* (4000, 16, 2022/11/03) */
  Unfortunately we were unaware of the two orders needing to be put together as we process a large volume of orders daily. In addition we were not aware the orders needed a different backing as they were placed indicating standard backing. Out of good faith we will extend the 50% remake the customer has indicated they are willing to pay and complete the order. We will email the customer to their original email address the order details to finalize. If they would prefer we contact them in a different manner, please let us know.
  
  
  Consumer Response /* (2000, 18, 2022/11/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will accept the offer of 50% for both orders to be done with the velcro Backing for two orders
  
  Vancity Adventure #*********
  Do Epic***** **********
  
  I will accept personal emails to finish up this seattlement and will drop my complaint.
  
  Dont get me wrong the Quality this company does is great. It was miscomunication