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:11/21/2024

  Type:Service or Repair 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.

  In September 2024, Norwest Graphics bid on an event order for Visit ***************, local Chamber of ***************************************** for ***************, **. A 501c6 Non Profit, we also produce several local events for the community.The Coffin Races is one such event, and Event Manager ***** ****** put out a RFB on the merchandise (approximately 700 tshirts) to 3 companies, 2 of which are local to ******* (and also Chamber member businesses) and 1 to **** ***** of Norwest Graphics. **** submitted the lowest bid, and after sending a sample design to review quality, was awarded majority of the production to Norwest Graphics, a company we never worked with before, out of range and not a member.**** received the artwork 9/17/24 with correct colors and design to move forward with production. He provided proofs that were exact to the colors the artist used. On 9/23/24, Visit Manitou paid Norwest Graphics $6,460.40 for the shirts in advance. They committed to providing 609 total unisex pale blue tees, youth and baseball tees.The shirts arrived on 10/11/24 and I had correspondence with **** via phone and email- the colors were completely wrong on the design and looked like someone used glow in the dark paint. The center of the design, a skeleton, was YELLOW, not white. Norwest Graphics offered nothing more than 10% off a FUTURE ORDER for this mistake. I contacted **** several additional times to try and discuss, as our BOD were very dissatisfied, but he quit answering all of my communications, leaving us holding 609 tee shirts incorrectly printed and VASTLY different than his proofs. No attempt to resolve though they are entirely at fault. I am left with faulty designs after paying over $6,000, dissatisfied leaders, artist, and event attendees. Unable for our Non-Profit to purchase another quantity of tees, there was a lacking in our 30th Annual event this year due to the nature that Norwest Graphics does business.

  Business Response

  Date: 12/03/2024

  We hate to see things like this happen and feel terrible about it.  Our sales *** had informed the customer of issues that may occur when running cmyk and at the time of the proof. We ran a press check that went horribly wrong.  The press check images were sent to a landline and we were unaware that there was a problem.  Press checks are time sensitive as they completely shut down the press.  With no response from the text and images sent we made the assumption things were ok. As explained there are always potential problems running CMYK on garments.  I was unaware of the problem until it was too late for a ***rint and because the customer ended up using the shirts we still sent a refund of 1/3 of the cost and never charged any shipping costs.  Again,  It is a terrible problem and we would gladly ***rint even though we did take every precaution to make this right. I have run 1000's of jobs over the past 40 years and this is one of a handful that did not turn out correctly. we take great pride in communication and getting things right.    

  Customer Answer

  Date: 12/05/2024

   
  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, albeit it should have happened the day that we received the shipment, not as a result of contacting BBB. 
  
  Sincerely,
  
  ***** ******