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Business Profile

Garments Printing and Lettering

Stahls' ID Direct
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BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/15/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On August 1, 2024 my business purchased a Heatpress machine for approx $2800.00 The heatpress machine is defunct and has had multiple problems since it was set up. All problems are covered by the warranty but contacting the business and having them fix the problem has been a nightmare. The machine handle falls down, creating a dangerous and unusable machine. This shouldn't happen a month into use. The "fix" they sent me was to send a pdf on how to disasemble the machine and tighten things that I frankly don't have the capacity to do, as they are electric. This is absurd as it is a month old. I am now three months into this and a spring popped out yesterday, I have continued to contact customer service and all I am met with is random ***'s of things that are not relevant. I have sent videos as well and been told that its not the problem. The lack of customer service is outrageous. I also read the warranty and if I disasemble the machine like the *** shows me, this will VOID the warranty. The company is trying to make me void my warranty? This is outrageous. I am now outside my return window and I feel like they swindled me into taking 10+ days to respond to anything and sending me the wrong info just so I could not return it. I am upset.

    Business Response

    Date: 11/20/2024

    Good morning,

    We called and spoke with this customer on November 19, 2024;to let them know we will accept the return of the heat press and send them a new one. The customer is satisfied with this resolution. Previously our Tech Support team was working with the customer:
    Initial tech support ticket was opened on 10/23 at 4:09 PM EST.
    Tech support reached out via phone on 10/24 at 1:01PM EST.
    The customer was concerned that they would void the warranty if they did any repairs themselves. The technician assured them that it would not void the warranty if they were using parts supplied by us.
    A meeting was set with the customer for November 18, 2024, to discuss any ongoing issues and come up with a resolution. During that meeting the customer agreed to complete the repairs on their own. A new switch was sent to the customer on November 8, 2024 (which they haven't installed yet) and a few other parts were sent out that day because of the meeting with the customer. 
    Upon receipt of the complaint received from the BBB, we called the customer on November 19, 2024. During the call we authorized the return.
    We show no record of waiting 10 days to respond to this customer.
    Please let me know if you would like any further information.

    Kind regards,
    ****** ********
    Stahls' **************** Manager
    Phone ************
    Email: ***************************************************************************************************** 

    Customer Answer

    Date: 11/25/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

Stahls' ID Direct is BBB Accredited.

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