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:03/09/2023

  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.

  I ordered a product offered by this company Feb 9 2023. They offer to place a customer provided graphic onto the surface of the Griptape they sell. The company (******- marketing Director) told me to upload the image to their website. I uploaded 4 images and clicked the "Next" button. This brought me to the checkout and I paid $100.21. I received a product with my graphics markedly enlarged, rendering them unusable. I contacted the company and they declined to correct the error, arguing that I had caused the enlargement by manipulating an editing function. Because I had already produced the graphic, it needed no editing and I was never directed to use the editing function on their website. I am not privy to their methods, but am certain that I did not use the editing function, so it is aggravating for the company to continue to blame me for the error. They apparently are unaware that their software does NOT require any user action other than uploading a file and clicking next then paying. The company says the 'printed they file as received'. I have the evidence that they did not. In court, they would have to admit any User can upload a file, click next and pay. I do not know what their system does to resize files for their printing process, but I have twice offered them to either refund the $100.21 or produce the product as requested. They replied that I would have to be charged again, since they'd already sent out the order. The company has not offered to replicate my actions to see for themselves that an order can be placed without ANY interaction of the editing function on the site (which definitely could distort an image). I'd already produced the image on my system (I have 20 years of experience doing this) so I didn't think it needed any editing, nor did anyone in the Company tell me to use any of the editing functions. I am truly surprised they don't see how this happened, and are choosing to blame me, keeping my money and not producing what I paid for.

  Business Response

  Date: 03/28/2023

  We worked with the customer to rectify the issue and figure out why the graphic printed incorrectly. We could not replicate the error on our side and it appeared to be an issue with the original file that was uploaded by the customer. Ultimately, we were able to fix the issue and replace the product free of charge. The customer now has the correct product that they ordered.

  Customer Answer

  Date: 03/31/2023

   
  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.
  
  Sincerely,
  
  ***************************