Complaints

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• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair 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 paid Emerald city decoration approximately $3,000 to sew my patches on my blank garments in the timeframe of Jan-Feb 2023. After being in possession of my patches and blank garments for over 1 1/2 months they informed me that they were unable to sew the patches on because the patches were too small for their machines. They informed me that the best and only option was to apply an adhesive and heat press the patches. They also informed me that there would be an additional cost to which i disagreed. They agreed to apply the patches at no additional cost! They finished the patches and upon inspecting the garments I realized the patches were not applied on my garments in the place in which I requested. There was no uniformity in any of the patch placement. They were not centered on hats and placed very high on the crown almost comical like. On my shirts they were placed very low on the chest! Much lower than I requested! Beyond the placement of my patches are the fact that the adhesive will not hold the patches on my garments securely. I was able to peel several of my patches right of my hats without much effort at all! I spent over $10,000 on the ***** plus garment the company decorated!Ive emailed them over 7 times asking them to fix this major problem and they have yet to provide any feedback

  Business Response

  Date: 04/27/2023

  **************:
  

  As previously communicated, we have conducted a thorough investigation after your inquiry.  Your inquiries have not gone unanswered. 
  
  I was informed of your concerns regarding your order E33528 placed on December 18th 2022. We are sorry that this project did not meet up to your expectations. 
  Through my investigation, it is my understanding that you provided several garments and patches to our Emerald City team.   

  As to the time from the initial order placed and having all items on hand to start production, we started to process your order. 

  However, during the initial project review, the *** team advised you that due to the size of the patches supplied, they would be difficult to sew on and recommended that they be heat sealed.  This was accepted by you and we proceeded with the order.  The exception was the beanies to be decorated that were a part of this order.  You were informed that heat seal is not an option for beanie products, so these were returned to you. 

  You received a refund of $275.00 on 2/23/23 for the difference between sew-on and heat seal attachment,  not an additional charge. 

  It had been over 30 days, since you picked up your order from Emerald City Decoration when you brought these items to our attention.  At no time during this time period did you indicate that there were any issues with the items you picked up from our facilities. 

  To address your other comments from our correspondence:
  

   All remaining patches not used were returned with your picked up order (Turtle patches, 3D Puff patches and woven patches.)
  
  You indicated that there were some hats that the heat seal did not take as well.  There are times when there might be defects or damage and our standard policy (here) states that Emerald City Decoration Is not responsible for damages up to 3 pieces or 3% of the order, whichever is greater. Any replacement costs will be added as credit to your account.   All items were inspected by *** staff as they were packed for pick up and there were no defects found.  You also personally picked them up from our facility and there were no issues raised at that time. 
  
  These are the standards that we follow: 

  HEAT SEAL APPLICATION
  

  EMBROIDERED PATCHES
  Recommended heat press settings. Time and temperatures may vary.
  Testing application is recommended. Samples are available.
  
  100% Cotton and Blends
  TEMPERATURE:
  325F - 350F
  TIME:
  30 Seconds
  PRESSURE:
  Medium/Firm
  COVER SHEET:
  Teflon
  Note: Pre-heat garments 2-3 seconds
  100% Poly
  TEMPERATURE:
  400F
  TIME:
  15-30 Seconds
  PRESSURE:
  Medium/Firm
  COVER SHEET:
  Teflon
  

   Since we followed standard industry practice, we will not remove and reapply patches.  If you experienced some defective items, *** would expect to be notified within a reasonable amount of time.  Your recent inquiries are more than 45 days after receipt of the goods. With that said, we would be willing to credit your account towards future orders as per our stated policy --damages up to 3 pieces or 3% of the order.
  
  
  You state that the patches were not applied in the correct position on the hats or the shirts. Emerald City has an experienced staff that have been applying patches to garments and hats for decades following industry standards.  We followed these standards to apply to your order.
  
  We offer digital mockups if there is a different location that is requested by the customer.  This was not requested so our team followed standard practice.
  
  Again, I appreciate you sharing your experience.  Our team strives to meet all of our customers needs and expectations.  I regret that we did not meet your expectations for this order.  Please let me know if you have any additional questions.

  We stand by our policy to credit your account up to 3% of the order and have offered to do so. 

  When I did not hear any response back from you after 10 days with the results of our investigation, we closed the ticket.

  Respectfully,

  ***************************
  COO/Cory M Dean