Complaints

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order shirts from this company. Over 100 in total. Exact same style and make, just different colors. Upon receiving my orders, the Large shirts were dramatically different in sizes, making 10 of the shirts unusable. I brought up this up to the owner and asked for new shirts. He said no. I now have 10 shirts that will become donations to goodwill.

  Business response

  08/09/2022

  In this particular instance, the customer was unsatisfied with the fit of his printed shirts. He had a size large from a previous order and a size large from a more recent order and they were slightly different. It was explained to him that we are responsible for printing the garments but can't be held responsible for the manufacturing or the fit of the garment. Especially when the customer is ordering low cost shirts made overseas.  It's something we have no control over and being in the bulk printing business we cannot possibly measure every garment to make sure it's the same as the last.  I demonstrated to him that while the shirts were different in length they were relatively close in width when properly laid out. He angrily ripped his shirt off right in front of our cash register in order to put on the shirt to show me that it was too small. I showed him that the two shirts he was comparing were made in different countries and explained that these types of factors can create inconsistencies when ordering low-cost products. He expressed that he wanted the order replaced free of charge and I explained to him that even if he were to re-order, I could not guarantee which country they would be made in and whether they would fit exactly the same. He insisted that I could call my supplier and make sure his order came from a specific batch which is absolutley not the case. I told him that I would not be willing to replace the 10 piece order but I would be willing to offer him a discount if he wanted to reorder. He replied "Not good enough, this will be the last order I place through here." I said, "Okay, have a nice day." He responded by yelling an obscenity at me. 

  This was not the outcome we would hope for but we have had staff complaints about this customers behaviour from his previous orders. We aim to never have to terminate a business relationship with a customer but when our staff are uncomfortable dealing with them, we have to make that tough call. 

  Customer response

  09/09/2022

   
  Complaint: ********
  
  I am rejecting this response because: The vendor did not offer resolution in their response.. Returning product for refund, or replacement of goods are the only acceptable resolution to this matter.  If a retailer orders a defective item, that should not be placed on the customer. In this instance, the vendor is order items in bulk, marking them up to make profit of the garment. By doing so, they enter the Retail space, by in which, they are responsible for the quality. Telling a customer that, 'its a manufacturing issue,' would never fly in any retail setting. If there is an issue with a retail item, it is up to retailer to rectify the issue. I'm not asking for anything absurd. I either want items that fit, or to be able to return the items. That's reasonable. 
  
  Sincerely,
  
  Phil *******

  Business response

  09/09/2022

  The customer has been offered a full refund conditional upon returning the items and removing all negative comments/reviews/complaints in regards to his order. The shirts must be returned by another party and the payment will be made electronically as the customer is no longer allowed on the premises. 

*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. ↩