Complaints

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had material that we paid for shipped to The Sublimaiton House on February 22, 2022 for them to produce samples of our product and then produce approximately 414 units of our product. The first samples produced were of very poor quality. After delays and non responsiveness from Josh at The Sublimation House, the second samples were of even poorer quality. I made a special trip an hour and a half each way out of my way to come and see samples when we were supposed to have product in hand on March 21, 2022. Josh assured me that he could produce our product successfully and showed me other products that they had made with neoprene (the same material our product is made of) and would get me photos of more samples shortly. On March 30th Josh sent me photos of additional samples that he produced claiming they were good and they were still sub par and of poor quality. At this point I asked for him to ship me my neoprene (what was left of the 46 sheets as he had wasted 5 sheets with producing samples which amounts to a total of 45 potential units for sale) and I would pay for the shipping. On April 4th I emailed Josh to ask for the shipping tracking number and he said that I had not paid the invoice that was sent to me. I told him immediately that I had not received an invoice and for him to send it to me immediately. On April 5th he sent me an invoice late in the afternoon for shipping and labor. I told him the "labor" is being charged for the 5 sheets he says he would replace. I told him that I would pay the shipping and that I would not hold him to replacing the 5 sheets he wasted and call it good. I also stated that when they send me an invoice for just the shipping that I can pay, that I expect it to be shipped out that day. We have full email and text documentation of everything in this complaint.

  Business response

  06/08/2022

  Business Response /* (1000, 11, 2022/05/23) */ Hi, please see attached chain of events. We are available by phone at anytime to discuss. We do great business and our reviews show that. We go above and beyond for each and every one of our customers and Ken was no different. 1/27 contacted us via email about a project. Needs us to make a sample from scratch and does not have a prototype. (We do not want to take any money because we are not sure we can even make product) 2/23 First time sending us art (Still has not officially placed an order or paid for anything/ no written agreement or anything like that) 3/2 We received neoprene to our warehouse and need to make a sample for him (Still has not officially placed an order or paid for anything/ no written agreement or anything like that) 3/9 We shipped him initial samples and received updated artwork but it is still no good. File corrupted. (Still has not officially placed an order or paid for anything/ no written agreement or anything like that) 3/16 received updated artwork not corrupted. (Still has not officially placed an order or paid for anything/ no written agreement or anything like that) 3/25 Sends updated artwork again. (Still has not officially placed an order or paid for anything/ no written agreement or anything like that) We made several attempts at creating the product he is asking for but there is ghosting on the material and the laser cutter is making burn marks. Every time is better but it's still not perfect at this point. STILL HAVE NOT CHARGED THIS MAN A DIME FOR ANYTHING. 3/30 asks for us to send us his REMAINING neoprene back because there's been too much "experimentation" with the neoprene. Which we were never experimenting with. We were figuring out how to make a new product that has not been produced before and that takes time. This was communicated since the beginning via email. Nonetheless, we told him it was not a problem and we will send him a final invoice for shipping the neoprene back to him and the labor for attempting to make this product for him along with ordering the 5 sheets we used to replace them for him as it was his material. We told him we used 5 sheets of neoprene during this process but we will pay to replace them- no harm no foul- and took this amount OFF the invoice. 4/6 Payment is made MINUS THE 5 USED SHEETS (which is noted on the invoice) and we ship the materials back to him and tracking emailed. When he receives his materials he then proceeds to send threatening emails to sue us "for all we are worth" because he doesn't receive enough bad samples to make 5 sheets (the ones we paid for).

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