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:05/28/2024

  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 purchased a mounting plate for a slide from Eleven 71 Design and Machining LLC. To ensure a proper fit and at my expense I shipped them the slide that it would be mounted to. It's very important that it's a snug fit as there can't be room for plate to move. Five days later he shipped me my slide and plate. It was not at all snug, so I did not mount it and emailed ******* ****** immediately. He called me and apologized and asked me to send the plate back and offered to remake it. I shipped it back (again at my expense) along with cheap plastic plates that fit my slide very snug. I was told that the corrected plate would be shipped back to me two weeks ago but never received it. I finally asked him to just refund me back if it had not been shipped as it's been a total of five weeks and frustrating. The plate cost $112.00 and there was a $10.00 shipping. His Q&A on the website says Full Refund No Questions Asked if not mounted (which it wasn't). The plate was not acceptable because of fit issue and the full amount of $122.00 should be refunded to me...not $92.00?? Again, I did not send it back because I changed my mind about the purchase. It was simply a poor fit. Very disappointed in this business and the way they treat their customers. I would like the $30.00 balance refunded

  Business Response

  Date: 06/04/2024

  The complainant was given a refund for the amount of the Original product. The upcharge of a Custom Fit plate was not applied to the second plate that was made over the original cost of the lower priced product. Custom fit plates take more time to make. When made and installed by me, the product fit properly. When questioned about why he felt the plate did not fit properly, he was vague when answering questions. Two plates were made and shipped including the added cost of his slide being shipped. I refunded everything except the original cost of the first shipped plate. Complainant was given the refund despite my website stating Custom Plate returns will not be accepted.

   

  He was advised the refund will take several days and will not be given any more refund.

  Customer Answer

  Date: 06/26/2024

  
  
  Complaint: 21761632
  
  
  
  I am rejecting this response because:

  He must be getting me confused with someone else, this
  was not a custom plate. Before I even placed the order (placed on 04/16) for
  this plate he agreed that I send you the slide (which I did at my expense of
  $14.00 and he received the slide on 04/20) so the plate would be a snug fit the way it should be.  I received the ordered plate and slide (on 04/30) and
  emailed him after trying it that it was loose and not at all snug. He apologized and
  asked me to send it to him and that he would remake it right away which I did and at
  my expense again of $8.00. On 05/07 he emailed and said he would make it slightly
  longer and it would be sent to me by the end of the week. On 05/24 after still not receiving the corrected plate I emailed him that I hadn’t received it yet and at this point if he didn’t make me the
  correct plate to cancel and refund the $122.00. For some reason he only refunded $92.00 stating that it was a custom plate and again...it is not and was never a custom plate.
  

  This is right from Q&A on his website:

  Q. What is your product warranty?
  A. Eleven71 Design products have no-questions-asked,
  money-back guarantee IF NOT MOUNTED. We do ask that you cover any shipping
  charges (initial and to return the item) unless there is an error on our
  end.  We fully stand behind the quality of our products. If you run into
  any issues with your item down the road, we will work with you to make it
  right.
  
  So, I only ever received the plate I ordered onetime, and this plate was absolutely not a custom order.

  
  I would like him to make it right and at least give the $30.00 balance if not the $52.00 (includes the $22.00 I spent sending him my slide and returning the useless plate) or post this complaint to warn others about poor business ethics and not standing behind his products.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 07/31/2024

  I will not be responding any further. I have already spent hours corresponding with this individual thru emails and phone calls and making him 2 plates, the second of which he sent in his slide and I made a custom plate for. I refunded everything except the initial $10 shipping and processing fees which I have a record of through my payment processor. This individual is wasting time, and I will not waste anymore of my time on him. Below you will see the refund log. 

  The refund re_************************ for $107.00 USD has been completed from a $122.00 USD payment
  5/27/24, 12:12:39 PM