Bad business, order processed wrong, billed incorrectly/overbilled me, hard to reach, theb he YELLED at me, unprofessional. I want a full refund.
I sent an email to Haunted House Printing aka Brandsource on 8/18 asking if the graphic I provided is a sufficient size for printing on their sized postcard. On August 27th, I didnt hear anything back from them, so I figured that my email might have gone to spam, so I emailed again just to make sure. They called me on 8/28 and since I was out of the office, they left a message saying if i'd like to place an order to call them. On 8/29 I called them to ask if the graphic is sufficient on that size of postcard and asked If black and white printing on the reverse side of the postcard was free. The person I talked to (***) said he was new and would need to verify, but would call me back. He called me back in about an hour and said the black and white printing would be free and to email over to the same email I used to send my original graphic what I want printed and he'd call me if there were any issues...which I did. I didnt get a call or email back and I had another question, so I emailed him about 2 hours later to ask if I would be receiving a proof. I didnt get response. I called again on 8/30 and spoke to an ****** who said that since I emailed over the graphic that I wouldnt be receiving a proof...it would look like my graphic. He went onto tell me that my postcards are set to print on September 3, that it usually takes 3- 4 days to print and that they would be shipping out. I said thats good because I have advertising events that I would need my postcards for. On 9/3 I received a charge on my bank account that was higher than expected. I was quoted 189.00 for 5,000 postcards. The charge was 268.63. I called to have the charges explained to me but as usual, there was no answer. I got a call back hours later from ****** who said that they always overcharge on the first to account for shipping charges and that I would most likely receive a credit when the package is shipped. I said ok.
By 9/18 I heard nothing I sent an email again to *************************** - the ONLY email I ever had for this business and again, heard nothing back. I called a few times and didnt hear anything back for two days. Then I receive a call from ****** on 9/20 saying that hes at a convention and that my order has already been shipped and that I shouldve received an email with my tracking number. I told him I didnt receive it. He said he would call someone at the office and tell them to email it to me. On 9/21 I had not received an email yet - so yet again i called to find out what the tracking number is. No answer. Again, hours later ****** called me back and said and i quote " i could've sworn i gave you that information yesterday". I reiterated to him what he said to me about having someone email it to me, he interrupted me abruptly and said "do you have a pencil or pen" and began shouting the tracking number. I wrote it down and thanked him for givingthe tracking number and ended the call. The tracking number showed that the order shipped on 9/18...later than what was explained. On 9/24 an additional charge appeared on my bank statement for $11.83 from his business. One that i did NOT approve, nor was discussed with me. Today, 9/25 I received the order and it was incorrect. The front print is shoddy - THEY expanded a black band on either sides of the postcards...which was NOT on my graphic and the back had EXACTLY what was on the front and NOT the information I requested/sent to have printed on the back. I called ****** to tell him my order was incorrect. I did not have my call notes in front of me from my original contact with that business. ****** asked what the mans name was that I spoke to and I told him I didnt have my notes in front of me, but the email I sent was on 8/29 and the person I spoke to said he was new and had to verify information when he spoke with me. He pressed on asking if it was two different names, I told him I dont have my notes and couldnt recall. (continued below)
He pressed on asking if it was two different names, I told him I dont have my notes and couldnt recall. Then he said 'do you have the email'... I said 'yes', he said 'isit to ******************* or ***@brandsource.com". I explained that I sent it to the ONLY email I had for their business which was '********************************. ... the SAME email address I sent my orginal graphic to. I began to TRY to explain about the additional charge when he interrupted me and said "this is what i can do... I can refund your order and send a call ticket to pick up my postcards or I can send a call ticket to pick up my postcards and reprint your postcards how you want them". I explained to him that neither option would work for me because of my advertising events - that if I went with either of those two options, my business would be missing out on two important advertising opportunities - the REASON we ordered from them". He became absolutely irate and went onto yelling "we deal with people in the halloween communitiy who are always trying to get free stuff" . I interrupted and said "hold on a second!!! I didnt say we wanted free stuff, I just want a better option to resolve this issue"... he was then yelling over me and I told him that i was going to report him to the Better Business Beareau and he said "go ahead, they know we deal with people who are always trying to get free stuff". At that point I ended the conversation. There is NO dealing with an unreasonable, irrational, irate person.
My business now is taking a hit because of his bad business dealings and inability to follow directions on an order.
I want a full credit on BOTH charges...one authorized ($268.63) and the other unauthorized ($11.83). This is a BAD business and should be labeled as such. If he would've offered a partial credit of HALF of the order total I would've been pleased with that, but when he began yelling at me and accusing me of trying to get over on his business/trying to get something free, I wanted NOTHING to do with his business at all.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
On 12/19/13 the bank showed a "pending" refund from Imprinted Warehouse in Tampa, Florida. Today I see the money is available in my account. I would like to thank the BBB for their assistance throughout this entire uncomfortable process. Now that the refund is processed, as promised, I will be returning the entire order COD since I have not been sent an RMA. Thanks again BBB!
Final Business Response
This response was provided verbally to BBB:
We will issue another refund to the customer today, December 17.