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:11/07/2023

  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.

  Transaction Date: June 23rd 2023
  Total Paid: $948.86
  ***** ******* ***** 
  I ordered 6 identical large plaques for my school and I spoke to the owner (**** ****) and showed him an example of what I was looking for. (see attachment original) He took a photo of the plaque to use as a reference. I later sent him the document outlining exactly what I was looking for (see attachment)
  
  They were completed on June 23rd. My school paid online and I went and picked them up. They were in sealed boxes and **** gave them to me and did not tell me there were any issues.
  
  I returned to school and upon looking at them, there were some printing issues, but more importantly, there were 132 missing name plates and 5 of the 6 were a lighter wood (see attachment) and one was a dark wood with a different bezel (see attachment)
  
  I immediately emailed SGA signs to voice my complaints about the incomplete plaques. He then proceeded to tell me that he knew they were incomplete and that he was going to finish them at a later date. (see email). At no point did he mention this in the process, nor did he say anything when he handed them to me when I picked them up.
  
  I also noticed that there were printing issues with the plaques as well. The school crest was crooked, some of the names were not centered and some of the plates have gold around them where others did not. Some of this is visible in the two attached photos. The plaques were dropped off at SGA signs the next day as they were not usable.
  
  I immediately asked for a refund (see email). As an act of good faith, I offered to pay for the headplates and am only looking for a refund of $813.26.
  
  Our final exchance was through a phone call where I repeatedly requested a refund and he refused to grant one because he said he would be loosing money. I stood firm on my request but he then called into question my teaching ability (his exact quote was "I can't believe you teach children"). After some more exchanges, he hung up the phone on me.

  Business Response

  Date: 01/08/2023

  We never refused the refund.  The customer will be receiving a refund cheque from us.
  
  We were trying to rectify the situation and everything was explained to the client.  He came 5 days before the ceremony and wanted 5 giant plaques.  We made a special order
  for him and the stock came in specifically for his order.  We told him that we would complete the plaques with the little plates after the ceremony because we ran out of time.
  Everything was explained to him and how the procedure would work and he was ok with everything by phone.
  
  Thanks.

  Customer Answer

  Date: 10/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20303798, and find that this resolution is satisfactory to me IF and only if we receive the refund as stated by the business in their response.

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