Complaints

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• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising 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.

  The message that I have attached here again was the last message I got from her.
  My collaborator called her one time some time ago now, and the owner talked nonsense about having already replied to me July 11th saying she couldn't "guarantee" how the color blue would turn out and therefore I should have known that she wouldn't print it. Without further commenting she also meant by that that it would be okay for her to ignore that I had sent her the paper.
  I don't know what she has done with it, but I can assume she likely threw it out or maybe she still keeps it, I don't know.
  She was never asked to guarantee anything about the color, but it is a straightforward job that wouldn't cause problems to anyone.

  Business Response

  Date: 10/02/2024

  When I was contacted I was asked if I could print on her paper in blue and put a matte laminating on it. I responded that I could print it, but what shade of blue and that we do not have matte laminating. She then sent an email that said she wanted it to look like which was a picture on a website. It is impossible for me to match a color on a website as seen on my computer monitor because everybody's monitor looks different, plus she only wanted two pieces so we would have printed it digitally and couldn't guarantee a color match. I then sent her an email that said "I can print whatever you send, just keep in mind that it is just a digital machine and we cannot guarantee a color match, especially if you set up your files in RGB." I didn't hear from her again for 18 days and she said she had shipped the paper. The paper showed up, it looked like paper samples from a paper manufacturer in a small brown folder. A few days later someone called representing her, the person was very hard to understand and I got the impression that the customer possibly did not speak good English and that was why they were calling for her. I explained to her that I could not match the color for her and that I didn't know why they sent the paper anyway. She said ok and thank you and hung up. No one else ever contacted me. The paper is sitting still in the folder waiting for someone to contact me. I don't know why they sent it when I told them I couldn't do the job. They never asked me mail it back, never gave me anymore information, nothing was done after her representative called. I have no idea where this customer resides or anything, I was given no more information. Also, I received no emails from the Better Business Bureau about this, only the letter I got in the mail today. Not sure why I would need to give her a refund for shipping of paper that I never told her to send, and how would I even do that since I never established a business relationship with her. I have included several relevant screen shots.

  Customer Answer

  Date: 10/07/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I have attached the entire conversation I had with the owner of Copy-Graphics.
  I didn’t just link to a website to show the blue color, I also attached a ready to print PDF file in CMYK, not RGB which ***** mentions in the email could have created problems, but even if it had been RGB the file would just have been converted to CMYK.
  Here I have also attached the ready to print pdf file that was sent to her.
  This has always been a very straightforward printing job that would not be complicated for anyone to do.
  Trying to deflect from her not responding after my last two emails as any normal, honest person would have done if they didn’t want to print it by talking about how she thinks my collaborator spoke English is yet another way of lying, and my collaborator spoke English well enough for ***** to understand what was said and what customer it was about. 
  She then gave my collaborator the nonsense answer that the color blue could cause problems and that she couldn’t guarantee that the blue would turn out as I wanted.
  As you can see from the email conversation no guarantee was ever needed but I know for a fact that the color would not have caused anyone any problems, and it would be easy to print for anyone.
  In addition to the print-ready PDF I also sent extra files in case they were needed which can be seen in the email conversation, and these files were downloaded via WeTransfer but ***** never responded to my last two emails as mentioned before.
  The whole “I didn't hear from her again for 18 days and she said she had shipped the paper” is completely false.
  She deliberately made me send the paper that she then didn’t want to print.
  It’s not good enough that she still has the paper and that I can now spend money again to have it sent to a new address.
  She should send it with USPS tracked mail to the address in Miami at her own expense.
  

  Regards,
  

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/07/2024

  First, yes, I could have converted the file from RGB to CMYK
  (if needed), but as any printer knows there is not a perfect conversion and the
  color would have shifted/changed. I agree that the job in itself is not
  difficult to print, however, she stated in her very first email that she WOULD
  NOT COMPROMISE QUALITY. For us to print a job like hers, we would have printed
  it on a Ricoh 5310C printer. This machine prints with TONER, not ink. After
  being in business for 30 years, when I saw what she was expecting, I know the
  limits of my machine and that is why I told her that I could not match her
  color.
  
  I received exactly 4 emails from her. 2 on July 11th,
  1 on July 14th and the last one on July 29th. Her first
  email on the 11th of July said she wanted this print on her own
  paper (a paper I had never heard of), and that she would not compromise
  quality. I responded to this email and asked about the weight of the paper
  because the printer has a weight limit. The 2nd email on July 11th said “It would be 90GSM-300GSM,
  it will be a while before I know the exact GSM. I would like it blue like the
  Laguna or Azzurro shown here: eBottega.it:  Shiro Favini, Alga Carta Laguna - 250gr - formato T1 bra535t1 “. I responded to this email with
  this “I can print whatever you send, just keep in mind that it is just a
  digital machine and we cannot guarantee a color match, especially if you set up
  your files in RGB.” The 3rd email from July 14th from
  ***** said “I have sent the files
  via WeTransfer. Let me know if there is anything more you need from me as I
  don't know if they are the right kind of files. As mentioned, even though the
  proof might not show it, both sides should be printed blue as it should appear
  as if it has always been blue, without a white border.” I will agree that I did
  not respond to the email as I was very busy and missed the email coming in.
  However, after receiving no response from me, on the 29th of July,
  she still sent an email and said she was sending the paper. She did this even
  after I told her I could not print her job that way she wanted. She never even
  told me how thick the paper was so that I could see if it was within the limits
  of what Our machine can handle. The paper did finally come, however, it was in
  a cardboard folder like the paper manufacturers sent out to show their product.
  I had no knowledge about this paper, I had never heard of it or of the
  manufacturer. I thought it was simply a paper sample.
  
  Before I could
  figure out how to respond to this email, I received a call from someone who
  said she was calling for *****. I was very clear to her that I could not print
  the job, that it would not come out the way ***** expected. And I never said
  her collaborator/assistant did not speak good English. What I said in my first
  response is that I thought that maybe ***** did not speak good English and that
  she did not understand what I was trying to say and that was why she was having
  someone else call for her. Her collaborator told me that she would relay this
  information to *****.
  
  And that was
  the last that I heard of any of this. No one ever called me back or anything. I
  did put the paper put away where it would be safe in case someone else
  contacted me. The only information I had was that this was for someone named
  *****. No last name, no phone number, no address, nothing. I NEVER said that I
  would print this job. I never told her to send the paper. I was very upfront
  from the beginning that I could not print this to look the way she wanted it to
  look. I don’t even know what she’s talking about a Miami address. The best I
  can tell from this paperwork is she lives out of the country.

  Customer Answer

  Date: 10/13/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  She is so full of shit it's unbelievable.

  I have already described perfectly what happened and I'm not going to repeat it because I took screenshots of the whole conversation and attached it here on BBB.

  Anyone can print the thickness of paper that i mentioned to her in the conversation which is a very standard thickness, and anyone can print the color, it's just a CMYK file and it is straightforward.

  She's just lying and pretends that I wanted something weirdly perfect because I said in the first email that I wrote them because I didn't want to compromise on quality, but it's clear from the following conversation that my expectations are completely normal and the job is straightforward, 

  It's evident from my email conversation with her that I speak English well, and she understood my collaborator just fine as mentioned before.

  She lied in her first response on BBB where she rambled about me sending a link to a color that she could not match because a link to a website is too hard to handle without mentioning that she also got a print-ready, unproblematic CMYK file.

  I since had it printed digitally at another print shop who had zero questions about the job or the color because it is straightforward and there is nothing problematic about it.

  She should see a professional working with mental problems so she can get to the bottom of why she likes lying to and mistreating her customers.

  I still think she should send the paper to the address in Miami at her own expense.

  
  

  Regards,

  
  

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