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:06/22/2024

  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.

  Purchased an item in December of 2022, with a 10.5month wait time. It has now been over 18months, I have sent multiple emails over the last 550 days and have gotten 1 reply 9 months ago, and that has literally been the only communication from this business. I have stated I am fine with waiting, but this company just outright refuses to answer any status updates or provide any update to this transaction. In essence, it feels like they took $1000 from me, and now are telling me to F-off theyll do what they want when they want cuz they have my money already and theres nothing short of contacting my card company now about this. At this point, the lack of communication and decent respect to a customer has led me to file a complaint and request this either be finalized immediately, or a full refund issues. All this could be avoided with simple decent customer service responses but this business does not feel their customers who have paid a lot of money to them deserve any responses. Pictures of purchase date and price, as well as dates and times of all the inquiries sent to this business and the 1 reply received last September 2023 has been attached for proof of the shoddy service received by this company. The Covid or pandemic excuse for taking extended time is no longer valid and this company needs to cease taking on business until it can provide its already paid customers with what they ordered. I am happy to speak to BBB reporters and news outlets regarding this in the hopes someone can step in and stop this unethical business practice this company is utilizing.

  Business Response

  Date: 06/24/2024

  Hi there, we understand your frustration.  You have every right to feel annoyed.  I have felt the same way myself in similar situations but have found once communication is made it can address the situation.  I hope that is the case here. We are working on a ************* and we missed your messages.  I am very sorry.  We have had significant delays because of a flood that occurred in our shop in September and our landlord slow walked the remediation.  It was not completed until the end of February.  We were crammed in 30% of our space and this significantly impacted our production.  Prometheans are our most complex saber and typically take ***** months.  Yours is, indeed, a bit past that.  I do apologize but, as I said, we had a flood that occurred that affected production. In addition, due to our landlord's actions we have decided to move shop so are trying to do that as well.  I do apologize that you sent several messages with no answer.  I  do my best to get everyone answered but some have definitely fallen through the cracks during all of this.  We are working ***** hour work weeks to get caught up and are working on the move in the evenings and weekends.  What I will say is, going forward, should you decide to every place an order with us again we do have a posted phone number ************ that we answer during our business hours of 9-5 Monday through Thursday Eastern. I did try to call you also but there was no answer. If you are feeling frustrated or need an immediate answer, please give us a call.  Now, on to the issue at hand.  Your saber is in final electronics and should ship within the next 3 weeks.  The electronics should be completed by Wednesday and then it moves to the abalone install as that is done at the end.  Once that is complete we check the programming and it goes to QC. Everything is tested and it ships.  90% of the work is done, it is just these final things we are working on and then it will be on it's way to you.  I hope this is acceptable.  I will copy this through the store messaging as well.  

  Customer Answer

  Date: 06/24/2024

   
  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.  As I said, I was fine with waiting for a custom work of art but got concerned when months had passed since any update was provided.  I shall continue waiting.  Thank you for your response, and my sincerest hopes for the best in everything youre currently dealing with.  Just remember, when life hands you lemons, grab the spotchka and make it a twist!
  
  Sincerely,
  
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