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:12/03/2024

  Type:Order 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.

  We contracted an elopement announcement with the Prettiest Pixel in Aug. 2024, she quoted us a few weeks for our announcements be complete. I paid in full when the invoice was sent. It is now Dec. 2 2024 and I do not have what I paid for. The announcements were mailed and I received on Nov 11, but they were incorrect. I emailed her immediately and she said she would correct and send out the approved cards that week. As of today we never have received the corrected cards and she emailed me today and said she was not fixing the cards and the order is complete.
  
  I would like my order fixed and sent or a complete refund of my money.

  Business Response

  Date: 12/16/2024

  Hello! I worked with ******* and her daughter for many months. It was a 2 week process that lasted months due to a good amout of requests, changes and modificiations. I spent several hours above and beyond my alotted time commitment to try and provide white glove service to the ***** family. The emails total about 106+. Half of those were likely mine for adequate responses. 53 emails and another 20 from her daughter. I got on numberous video chats, and Mrs* ***** texted my person phone line. There is only so much a company or designer can do. The ***** family did not understand that they went past the alotted timeframe we had established for them. We run a heavy production cycle so it's really difficult to change it. We waited weeks and weeks on the ***** family to provide information and changes and Prettiest Pixel can not be held liable for the difficulty outside of the reprint.

  The emails were often not in the same email thread. There were phone calls, emails, texts, video chats just a lovely elopement announcement. The clients likely own me several hundred more dollards just in consultation fees alone. 

  I am completely willing to reprint,and was until there were displays of unprofessional communication from Mrs. ******* *****, with emails where she appeared to be yelling at me multiple times. It's hard to do a reprint with a client who is non-stop challening us. 

  Just to be clear, ******* did not sign a contract. We do not have that requirement with projects such as this. 

  Mrs* ***** broke our terms of service by the following:

  "If the project extends past 8 weeks, Prettiest Pixel reserves the right to make any price adjustment on the invoice for materials needed. It is Prettiest Pixel's intention to complete all projects within a maximum of 8 weeks, pending client provides verbiage and feedback in a timely and proficient manner."

  (Extending past the 8 week mark)

  "All disputes arising under this agreement shall first attempt resolution with direct client to owner resolution using courtesy, kindness, respect and honesty. "

  (Not dealing with this resolution with kindness and respect.)

   

  Thanks so much

  ****** **********

   

   

   

   

   

   

  Business Response

  Date: 12/19/2024

  I would be more than happy to reprint the order in full and ship at not cost to the client. 

  The shipping would occur the first week of January. 

   

  ****** **********

   

  Customer Answer

  Date: 12/19/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****