Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Embroidery

Creative Insignia Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Embroidery.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:18/04/2023

    Type:Customer Service Issues
    Status:
    AnsweredMore 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.
    My sons graduating class placed an order for hoodies but my sons ****** was completely off. We were not given an opportunity to try and sample sizes as they seemed to not be available at the school. We followed the directions on the order form and ordered according to what should have been a comparable size. When the hoodies came in, the sizing was so off that the hoodie was only large enough to fit my 5 year old. We called CI to explain the situation but was quickly interrupted and told not my fault - you ordered the wrong size. lack of tact and professionalism in his response and not willing to hear what may have gone wrong nor even admitting that there could have been an error on their part. Completely unprofessional to not hear concerns or be open to accept criticism and potential error on the businesses part. Their only solution was to reprint at a cost well over $120. I would have liked to see some accountability taken and a simple let me get your info and pull up the order to check what happened to start but to start off interrupting a customer with its not my fault sets a very poor tone and unwillingness to actually correct a wrong.

    Business Response

    Date: 02/05/2023

    First of all, this is an issue that has been ongoing since the middle of November 2022, when the completed order was delivered to the school. ****** has  been complaining to the school since the middle of last November. We'd outlined to the school exactly what I've told this parent directly.  I was  prepared to reprint a single hoody for this student but at the $120.00 + 5% GST  ($126.00 inclusive of tax). I've had ongoing communication with our teacher contact multiple times over these past 6 months. I am fully aware of what transpired and the parent ordering an incorrect size hoody for their child. I have had multiple interactions with the school via email and over the phone.   I am guessing that the school just got fed up with dealing with this parent and gave her our phone number. 

    The complainant, ************************* does not have her facts straight and quite clearly just ordered an incorrect size hoody for her child. Rather than accepting responsibility for either her or her child's error, she is going to complain to everyone possible. These are a custom printed product, ordered and produced for specific students. If a student orders a youth xlrge, we produce what is ordered. We order and print exact quantities and do not print extras. These are a garment that have the entire classes student signatures printed to the backs of each hoody. There were 42 students at this school that ordered grade 7 hoodies on this order, 41 of these students were very happy with their purchases. How can I be responsible for a parent simply ordering an incorrect size? Particularly when sizer samples were available at the school to try on for several weeks. The complainants contention that the youth xlrge sized hoody that she ordered is better suited to her 5 year old is just not truthful and is a total exaggeration! The youth xrlge sized hoody is a very common size ordered by students in grades 5, 6 and 7 (ages 10, 11, 12). A 5 year old unless they're unusually large, would  be best suited to a youth small or youth medium sized hoody and not a youth xlrge. 

    Below is the email that I sent to my teacher contact at the school that this parents child attends. I sent this email to our teacher contact immediately following the telephone interaction with this parent. See exhibit #2 below. I sent my email to the teacher at 4:17PM Friday April 14th and it took me some time to compose the email. The complainant (******) and I were having an entirely reasonable conversation on the phone, until it became clear to her that I was not going to capitulate to her interest in our reproducing a single hoody for her son, entirely at my expense.  We provided the school with the size that she ordered. Contrary to this parents contention, she and her son had weeks to try on the actual physical sizer samples that we'd provided to the school. See teacher confirmation of having sizer samples exhibit #1 below.

    As you can see in my response to the teacher, even after a completely unacceptable end to our interaction with this parent (on the parents part), I was still prepared to reprint this hoody for her child, provided she was agreeable to paying the $120.00 + 5% GST for the after the fact reprint of the hoody she'd ordered an incorrect size on. I sent my email to my teacher contact likely even before this parent made the complaint to the BBB. 

    I have been operating my business for the past 36 years. We have an excellent, unblemished reputation with our 200 + school customers around the lower mainland of *********. This is the first complaint to the BBB relating to our business that I am aware of in all 36 years that we've been operating. We produce over ****** of these grad hoodies per year for our different school accounts in just this one program. I have some schools, teachers and administrators that I've been dealing with for 25 consecutive years.  

    The complainant contends that sizer samples were not provided when they in fact were! I've included a copy of the email below from our school teacher contact confirming that all the kids had weeks to try on the sizer samples that we'd provided, yet here we are. See exhibit #1 below

    This is a simple matter of a parent having ordered an incorrect size hoody for her child. Sizer samples were provided for this parents child to try on over several weeks. This parent simply does not have her facts straight. Effectively, the only satisfactory resolution of this issue for this parent would have been for me to say that I would replace the hoody entirely at my cost. According to the teacher, this parent ordered a youth xlrge for her child, when in fact the child should have ordered an adult medium. The youth xlrge size ordered by this parent is not an uncommon size for a grade 7 student, in fact there are youth xlrges ordered on pretty well every grade 7 hoody order that we receive.  We provided the sizer samples to the school, the students had weeks to try them on to ensure that they received their correct size.   

    This complainant has been advised by the school and knows full well that a replacement hoody is being reprinted for her child and the school is covering the cost for what everyone, including the complainant knows is solely her error. This is an example of someone that if they complain loud enough, to enough people, someone will capitulate just to get her "off their backs" or "out of their hair!" ********** has capitulated, not to appease this parent but more to ensure this parents child does not go without their hoody! This student is getting their hoody in spite of the parent, not because of the parent! 
    This complainant should be so embarassed by her behavior! She's embarassed herself and unfortunately and likely unknowingly her child. There is such a thing as Karma! 

    After this inaccurate complaint, I would like nothing more than to tell this parent that I will not be producing this single pce order.  Fortunately for the complainants child, the school and I are cooperating to get this student the hoody, no thanks to this parent! This young ***** year old child, should not be held accountable for their parents actions! 

    ******, If you're reading this response to your complaint. Please never contact me or my business again. I wish to have no further contact with you! 

    exhibit #1) 

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

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

    Exhibit # 2) 

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

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

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

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

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

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

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

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

    **** * **** ******** 

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

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

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.