Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered several products on October 2, 2023. I STILL have not received the order. I have emailed the owner dozens of times, and she keeps saying it's being mailed, but it never does. I've asked for a refund, which never comes. She has stopped replying to my emails. My last six messages have all been ignored. I just want my money back. I've waited over a year.

  Customer response

  12/27/2024

  I was finally contacted by this business and have now received a full refund. Thank you for your assistance.

  Dustin C******* 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered custom embroidery patches, mailed item to be embroidered, ghosted, after months of emails, patches are promised, never delivered, refund finally agreed to, she claims she sent it, funds are pending and then drop off my statement. When I go to complain, I see she’s blocked me or turned off her emails.

  Business response

  10/07/2024

  Hi there, this is Caroline, owner of Fast Doll. Michael and I have been in regular communication since yesterday morning, and I believe we have come to a resolution and I’m able to part ways on this transaction amicably. After responding to his initial emails yesterday morning, I was unaware that there was an issue with his emails bouncing, as well as the pending refund, which appeared to still be in process on my end. I did send along screenshots of both of those issues, in our email correspondence, which is attached.
  I have refunded Michael $350 through PayPal per his request, and I am also shipping back his bag that he sent to me, of which he is also aware.
  I do believe that Michael would agree that we have resolved this transaction to his satisfaction, and I have also made myself available to him. Should he need anything else in the future.
  although him and I discussed that I have been very overwhelmed, and that my workload has been extremely backed up, I think he would agree that we are parting ways on good terms and that he is satisfied with this resolution.
  

  Customer response

  10/08/2024

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  Michael S******

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When this biz was getting started, she did a custom jacket for me. It did take her 6mo, give or take, to complete, as she is a small biz owner. I like to support small business, and I’m a patient, understanding human. I loved her work so I bought several more custom pieces from her from May 2022 through August 2022, which I have the invoices for, showing payment in full. Bc I knew there is a custom work timeframe disclaimer on the website, and the previous custom work she did for me, I anticipated at least a 6mo wait. I stayed in contact with her regularly; I have all contact still. After the expected/anticipated wait time, the excuses began piling up. They began with her losing her dog, and as a dog Mom myself, I empathized and was like, I get it…I can wait…no biggie…but then another 6mo passed. We are around April 2023. I’m regularly inquiring when can I expect what I paid for. I even offered to pick up vs her mail b:c I’ve now relocated from Charleston, SC to Gaffney, SC. I start getting excuses about different family members passing (multiple over the next 6/8mo). Again, trying to be understanding, and respectful, of loss and small biz, I accept her promises of later delivery in good faith, over and over, understanding things out of her control could set her behind. Finally, after research/noticing biz pick up and reviews, Thursday June 6, I requested full refund and my jacket returned…she still has my personal jacket I bought for the custom project and had gotten to her(another $100 I’m out). She told me I would receive full refund, jacket included, by July 1, 2024. When nothing came, I inquired, and I was told she’s waiting on other invoice payments to pay me… At this point, I understand I may not even get my money or refund or even my personal jacket. I have seen others’ reviews, after research. I’m not the only one. Bottom line, I want to raise awareness that this young lady has built her biz defrauding others. She should be held accountable.

  Business response

  08/14/2024

  Hello,

  I want to start off by saying how sorry I am that this experience occurred. It is 100% my fault for not being more expedient in getting this order completed and in falling short for this customer.

  My business is everything to me. I work at least 12 hours a day most days trying to keep up with all of the demands and responsibilities for this business. I have been self-employed for five years, and have seen the extreme highs and lows that can happen when running a small business. I have made mistakes and I have fallen short, I am constantly learning and doing the best that I can to learn from these mistakes. Because I’m one person operation, there are things that I can handle, and things that have become so overwhelming that I am currently seeking help in order to not completely drown in everything that I have created.

  It is true that my beloved dog of 11 years passed away in the middle of the night in October 2022, and in November 2023 my grandfather passed away very suddenly, and just a couple of short months later, his wife, my grandmother, followed him. Both of these occurrences were huge events for myself and my family, required long distance travel each time, and did cause me to miss a significant amount of work for each occasion. My boyfriend of six years, also experienced losing his grandparents around the same time, and I was also close to those people as well. It was an extremely difficult time for both my family and his.

  Due to being pulled in so many directions every single day, including emails and messages from several different outlets, all coming in at once, and also trying to navigate processing hundreds of orders from several different outlets, it has happened where there have been significant delays with some orders, resulting in some unsatisfied customers — These are the other reviews this Customer is referring to. These negative reviews have not gone unnoticed on my end, and I have reached out to all of these customers and have done my best to make them whole and resolve the situation as quickly as possible. These customers chose to leave their reviews up, which is their prerogative. To me, they serve as a reminder to continue to do better and to move forward with the knowledge of these lessons. 
  

  Running a creative business that is also a business that requires me to hand make a lot of items has made me so grateful, but at the time so extremely overwhelmed and more stressed than I have ever been in my life. I have lost sleep, missed out on time with family and friends, and neglected self-care in order to prioritize my business first.

  It hurts me to know that I have made this person feel this way and that I have given the impression that I am defrauding customers. This is not my intention nor the case. I’m just a single person that got extremely overwhelmed and have been trying to get caught up for the past couple of years. It is my fault that I did not plan to finish her order more quickly, and that this experience is happening in the first place. It is not her fault, and I really tried my best to meet the deadlines that she and I set previously. 

  I did reach out to her and let her know that her refund is also coming; I am still a micro business and do not make a ton of money, despite what it might seem. I was able to mail her back her jacket along with several extra items as an olive branch, but I have not heard back as to whether she has received these items or not. Only recently have I been able to stabilize in a real way due to booking more events with corporate clients for my business. 
  

  It was never my intention to neglect the situation, and I really hate that I have caused this complaint to happen in the first place. I do hope that this customer knows that despite having some unsatisfied customers, I do have thousands of other customers who have received their orders. Again, I am extremely sorry for letting all of this happen, and it is a top priority of mine to make it right with her as quickly as possible. I hope she will allow me the chance to make this right and know that I am seriously committed to running a better business and learning from this to do better in the future.
  

   

  Customer response

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  As a very, very busy business professional myself, I do understand. Completely. But we are circling now. 

  I’ve been very, very patient, despite the continued chase down, which is time consuming, and exhausting, when I too am a busy professional.

  All of her personal provided info, yes, I was and still am very sensitive too. But, unlike the business owner throwing stuff on social about their customers not understanding, and her customers throwing reviews up without understanding, I haven’t done any of that because of my understanding. I went straight to the source. 

  And yes, life phase milestones came and went on my end again and again over the two years, leaving me completely disappointed that the mark was missed once again, but again, her excuses were met with professional understanding and courtesy by me…but never the other way around. 

  I reached out to BBB for help as a last resort after years of being put behind all the other “thousands” of customers referenced in her response. Before BBB, to be clear, I even contacted her multiple times specifically asking would a refund be better if her plate was that full, giving her a full out.

  So, again, I feel like we are circling, and I’m no longer comfortable discussing with her via text. I did receive my jacket back, with 3 small good faith items that I never requested. I still don’t have a clear date when, or even if, I will be refunded the $536.76. 

  
  Sincerely,
  
  ***** ******

  Business response

  08/15/2024

  I appreciate this response and totally understand the customer’s point of view here, as well as her frustration. It is not my intention to prolong this. I will be attempting to refund the customer in full on Monday, August 19th, but I do need communication on what is the best way to remit this payment. Thank you so much again for your time — all want is for this to be resolved amicably.

  Customer response

  08/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will re-text my venmo info to the business owner this Am.

  
  Sincerely,
  
  ***** ******

*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. ↩