Complaints

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• Initial Complaint

  Date:11/02/2022

  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.

  Had to purchase sports uniform for son’s school from Powell Prints (purchased 08/13/22). Received only partial order. Was originally told that remaining items (shorts) were back ordered. Over two months of waiting, the vendor has been contacted and we were promised to receive our purchase by EOW two weeks ago. Still nothing. My wife was treated poorly on the phone and told that no refunds will be given. Will be looking to recover funds through other channels at this point, either through our bank or other legal channels. Otherwise, we want our purchase immediately.

  

  Business Response

  Date: 11/02/2022

  The customer's shorts are ready for pick up and he will be called as soon as I respond to this complaint.  In response to the customer's first sentence, this was NOT a required purchase for uniforms.  This online store was for spiritwear items.  Only two pairs of this style of shorts was ordered on this online store.  In response to the customer's second sentence - there is a pop up box as soon as customer's go on our online ordering stores with the following paragraph:  Welcome to the ******** Middle School Cross Country Apparel online store created by Powell Prints. All orders take approximately two weeks to complete from the date the online store closes. At Powell Prints discretion, out of stock items may be substituted for an equal value and quality item.  Powell Prints will not be issuing any refunds for any items that are on backorder.  As a result of supply chain shortages from the pandemic, we put this on all of our online stores.  There are several reasons for this; one of which is that every time a card transaction is processed, we are charged fees.  Another reason is that inventory issues are still a world wide problem as a result of the pandemic.  Please note that the customer must click an icon to remove this paragraph prior to moving on to place their order on the online store.  I have never experienced any of my customer service representatives treating anyone "poorly" but in many cases when we remind them that we will not do a refund, it is construed as such.  Again, the order is ready for pick up and the customer will be notified shortly.

  Customer Answer

  Date: 11/02/2022

  The response from the vendor is flimsy and laden with poor excuses. The fact that my purchase was available immediately after being contacted by this agency renders the ‘supply chain’ scapegoating to be without substance. My son was without his uniform for the entire season - his first ever team sport, and when my wife asked for what was rightfully ours, she was treated poorly. If this had not been the case, I would not have gotten involved in correcting this issue which is quite frankly an indication of either a poorly managed business, or one lacking moral fiber. I will say that my purchase was received, and and thankful that the vendor pointed out that I do not have to do business with them in the future, as this had been overlooked initially. Simply apologizing for the inconvenience and making it right would’ve sufficed. Instead, the vendor leaned into their short comings and lost not only our business in the future, but those within my sphere of influence.
  

  

  Business Response

  Date: 11/03/2022

  Again, it was not a uniform or a mandatory purchase and again, there was a box that the customer had to close stating that we do not do refunds for items on back order.  The customer now has his order.  Unfortunately, this customer has a sense of entitlement and feels like he should be first.