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:01/29/2024

  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 $1600.00 on 16 November 2023 to ************************* Owner / Operator of Robins Nest Custom Embroidery to do embroidery on approximately 160 hats for my company. The aforementioned amount was the full payment that **************** charged to do said work! Furthermore, I had previously paid **************** $107.00 on 06 September 2023 to render my company logos and do up some examples for my approval. It took **************** 2 months just to do the artwork rendering and examples. I went ahead and paid **************** the $1600 dollar amount on 16 November with the understanding that the work would be done before Christmas 2023. Needless to say the work did not get completed by the agreed upon date. It took many phone calls to get **************** to finally return a call in the 1st week of January to wit she imformed that she had gotten sick and fell behind during the holidays. I asked her when my Hats would be done as I have a pending deadline coming whereas I need said hats! **************** informed at that time they would be ************** 19 January 2024 or Monday 22 January 2024 at the latest. On Tuesday 23 January 2023 I attempted to call **************** and could not get anyone to answer the phone. I and my wife decided to go to Robins Nest Custom Embroidery located at *********************************** Suite 110 *****, **. ***** in person to get our hats that should have been ready. Upon arriving **************** presented us with about 20 hats that were either completed or not done to acceptable standards and she claimed she needed more time!!! I became very upset as this was this first time hearing the excuse that she was having difficulty with the embroidery! We gave her 2 months from Sept thru November 2023 to get those issues worked out. **************** then started making excuses that she has other customers, that she had told us of the embroidery issues she was having, etc. etc. everything accept taking responsibility! She refuses to refund or give me my finished and unfinished merchandise.

  Business Response

  Date: 01/31/2024

  Hats are ready. Since you are NOT allowed in my shop, there are two options to get them to you. 1 - I will meet you at the *********************** at a ************* at your convenience, or 2 -  I will have them delivered to your business address Thursday or Friday (February 1 or February 2). You can reach me by email or by responding to this BBB message with your preferred method delivery.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21216324
  
  I am rejecting this response because:  As per ******************* request I emailed her the following:  "I have received your response to my BBB complaint against you.  I will gladly meet you at the *********************** located at ************************************************************ at either 3 PM today 01 Feb 2024 or 2 PM tomorrow 02 Feb 2024.  You let me know what works for you by responding to this email! I expect 160 hats to be of sellable excellent quality..", We agreed to meet at the *********************** at 2PM on 02 Feb 2024.  **************** was not only late but had some older man who refused to give his name demand that I sign the invoice or "I get no hats", I informed that I would happily sign but I needed to inspect the work that I had paid for and contracted for.  The man rudely stated Sign or we are out of here!  ********** officer that was present even informed the gentleman that I had a right to inspect my merchandise.  This all transpired while **************** sat in the driver seat of her vehicle.  I said I would sign if they stayed for me to inspect the hats, I signed then the guy jumped in the car and **************** sped off!  

  I did receive 160 hats but not the type of embroidery that I paid $1600.00 for!  20 of the hats were embroidered as contracted the other 140 were done with embroidered patches which I specifically stated during the negotiation of the work that I did not want!  I now have 140 substandard hats that technically can be sold but at a much lesser price that I would have charged had the work been done properly!  I expect some sort of compensation for the frustration and poor workmanship that the owner (**********************************) of Robins Nest Custom Embroidery took payment in full and up front for then provided after much difficulty and involvement of Police!  I will not hold my breath though as **************** has other issues to deal with involving her business being listed as Non-Active by the ****************.  Information was easily obtained via sunbiz.org on both of her legal business names (Robins Nest Custom Embroidery **** Doc number P13000068447) and (Robins Nest Embroidery Corp Doc number P22000084599) both of which show they were dissolved on 22 Sept 2023 a full month before I paid **************** in full.

  My interactions with this business person have been thoroughly documented with the ***** *********** and the **************** ******** Services who have both been notified that **************** is operating a business and collecting fees from customers while not being a legal business anymore in the eyes of the ****************. 

  Compensation in the amount of $600 dollars would be fair given the circumstances.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/17/2024

  ************ received sell-able hats with the design he and his wife ****** requested, on the hats styles they chose to purchase, which was at a wholesale price of $10.00 per hat which included the cost of the hat and the embroidery.
  120 of the hats have embroidered patches because the design they wanted, on the style hats they chose, was not able to be embroidered directly on the hats in a sell-ablecondition. (This was my only option with this style hat. I had recommended a different hat style that did work well when I stitched out the design on a set of sample items.)
  40 of the hats had direct embroidery of the simpler designs they had chosen for 10 wide brim hats, 10 youth hats, and 20 visors.
  Per our discussion (***, ******, and I) on our first appointment, and subsequent meetings including the ************** placed the order, we agreed I had the option,based on my professional opinion, to embroider patches and adhere them to the hat if the lettering did not stitch out in a legible fashion on the hat styles,they had chosen with the understanding they preferred direct embroidery.
  The day *** and ****** said they came in to pick up the hats, I showed them the numerous times I had attempted to stitch the design directly on the hats they had chosen and they both said they it did not meet their satisfaction. Because of his temper that day, his escalating behavior which became verbally abusive, and physically throwing the hats around the shop, I had to trespass them and forbid them from coming to the shop.
  I decided to meet *** at the *********************** in the parking lot (for video documentation), have a third party deliver the completed hats and request **** signature for delivery confirmation. I then left to avoid a similar scene that occurred in my shop.
  The 120 hats with patch embroidery can be sold on the retail market for a minimum of $25.00 up to $35.00 per hat as well as the remaining 40 hats that have the direct embroidery all of which are in sell-able condition. Simple research on the internet will confirm my statement. Since my side of the contract is complete,there is no need for any compensation and, I request this complaint be closed.

  Business Response

  Date: 02/17/2024

  I was unable to respond sooner due to surgery, from which i am still recovering. I have documentation from my notes taken during the consultation, sample evaluation, day the order was placed and the final visit of *** and ********************* to my shop if needed to make a decision regarding kens complaint and my responses. If needed I will send the to you for your eyes only and not for public record. Thank YOU!

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21216324
  
  I am rejecting this response because: Everything with this business is always her way or no way!  I paid for and contracted for 160 hats to be custom embroidered.  I received 20 hats custom embroidered and 140 hats with patches.  This business would not even let me inspect my merchandise prior to accepting it.  ************** was to take the merchandise uninspected or go to court!  I cannot fathom how they are still in business?  If your an honest business you HAVE NOTHING TO HIDE! If your a dishonest business like *****'s Nest Embroidery everything is sketchy and hidden.  It took her over 2 months just to complete my order and only after having to get Police....BBB and the **************** *********************** involved.
  
  Sincerely,
  
  ***********************