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:12/28/2022

  Type:Product 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.

  I placed my order in October to get for a Christmas present for my mom. I ordered a custom Bobblehead. My cost totaled $210. When they sent the first pic of the head shot I said I did not think it looked like him. I sent other pics. They sent more proofs and I told them what was wrong. They sent a final proof that I denied. They had him in a plaid recliner that I never sent a pic of that chair. I dont know where that pic came from. One person would say they could not redo something and then someone else said they could. He was suppose to be wearing an IU hat like the pic I sent and they put him in a hat that looked like *******************. They told me it would be ready by Christmas. They still were working on this on Dec 21. It was clear that it was not going to be finished for Christmas. They said they would give me back half of my payment and cancel my order. I said that was not fair because I was out $110 for nothing and now had to find another gift. I showed my siblings the proof at Christmas and no one recognized him. Everyone agreed it did not look like him. My sister in law is an attorney and I talked with her about the situation.

  

  Business Response

  Date: 12/28/2022

  Custom Bobbleheads are done from scratch, based on photos provided by the customer.   So the results are very subjective, but we always do our best. 

  In this case, I spoke with the customer extensively myself, when she expressed her dissatisfaction with the proofs that she had received.     As you can see from the photos, we sculpted exactly what she had requested, and she got proofs, but she did not like the results and did not want to proceed anymore.   She could not really tell me why - the issues were minor - the hat is the wrong color and is missing a logo, and she thinks the body is too thin - but when I told her that we were happy to continue making improvements,she just got very angry and didn't want to continue, and even threatened legal action (please listen to the attached voicemail message).  The sofa is almost an exact replica of what she requested and to me the body shape and size looks very close to the pictures that she sent (attached).   
  
  She asked for a full refund and to cancel and I told her that that would not be possible, because we are prepared to make whatever changes were necessary to complete the job to her satisfaction.  At the time when she expressed her concern, our artists were 95% finished with the project and we could not understand why, when we are this close, she would just ask them to just throw that work away and to not be paid for it, and to not be willing to go the remaining 5% to complete it.  She said that I should pay them myself, out of my own salary, unless I am just a very greedy person.  

  I told her that I will be happy to cancel the order and to refund her 50%, since the product is almost complete.  So we did that - we refunded her $105 and cancelled the order, as she requested.
  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18642314
  
  I am rejecting this response because: he did not talk to me extensively. He called one time when it was too late to receive it by Christmas! That should be enough right there to get the full refund when the item was not available by Christmas. There is no way any one could look at the pics sent and the proof and think they were even close. He went on and on about the chair and I didnt send that picture of the chair. I dont know where it came from. He also told me that he is the most successful ****************** so he should stand behind it. If he needs $105 dollars to keep his company from going belly up he has serious problems. I received an email today and yesterday to accept the head proof. Does he even know what is going on in the company? I think I will post the photo and the proof on ******** and let the people vote if they think it is close.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/28/2022

  I'm really not sure what this customer is looking for - we already issued a 50% refund, and that is what she had requested in her initial complaint.  We also provided her with a product which exactly and precisely met her needs.  Please listen to her voicemail at this address to understand her temperament: 
  *****************************************************************************

  Here are the photos she submitted with her initial order.  I honestly don't know why she keeps saying that she did not submit the photo of the plaid chair, because here it is in her initial order.  And we replicated it almost exactly.

  Thanks,

  ******

   

• Initial Complaint

  Date:11/15/2022

  Type:Delivery 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.

  I ordered a custom bobblehead on September 25, 2022. The expected ship date was October 12, 2022. It is now November 15 and I have nothing. I understand there was a delay due to me requesting my order be modified, due to the bobblehead proof looking nothing like the pictures I provided. I have yet to receive any updates or new proofs. I continually email the company. All I get is, we are working on it. NO. I either need 100% of my money back or a new proof of my order immediately. This is ridiculous and awful service. This is supposed to be a Christmas gift and at this rate, I dont feel like I will ever get it.

  

  Business Response

  Date: 11/23/2022

  This customer placed an order for a fully custom made-to-order bobblehead for the subject on September 25.  At that time, our system estimated that the order should ship around November 25, but that always depends on how the proofing process goes and how many changes the customer wants made.   She chose 2-3 week economy shipping, which means that even in the best case, it would not have arrived before the middle of December.

  We sent her the attached proofs on October 3, 5, and 10.   She did not like the proofs, and said that the face was "too feminine", but did not provide any other constructive feedback on what changes should be made.   Our artist looked at the proofs and carefully made detailed notes for the studio on the changes that we thought might help to improve it.  Those notes are attached also.   Since then, the studio has been working on the changes and we expect new proofs any day now.  However, it is now the very busy season because of all of the Christmas orders which are now in progress.

  On November 16, we sent her the attached email - but since then we have received no response.  We stand ready to complete the order as soon as she responds to us, and once the final proofs come back.

   

  Customer Answer

  Date: 11/24/2022

   
  Complaint: 18410295
  
  I am rejecting this response because:

  I continue to get apology emails, but have yet to receive any new proofs. I have sent new pictures of the subject, yet nothing more in return. On November 16, I received another apology email- nothing about an update on my project.

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

  

  Business Response

  Date: 11/29/2022

  We received the new proof, as promised, last week, on Thanksgiving day.  Since we were closed that day, and on Friday, we sent the customer the proofs first thing on Monday when we returned to the office.

  This is, of course, the busy time of year.  It takes time to make a custom product from scratch so this is not an unusual situation and we are meeting our service requirement.

  Thanks,
  ******