ComplaintsforBuild A Sign LLC

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a custom sweatshirt and rush shipping. On the screen, the sweatshirt design looked bold, bright, and with saturated colors. When I received it, however, the colors were muted and I could see white under the colors. It looked like poor quality and I paid over $60 for one sweatshirt. When I complained, they said that it was supposed to look like that. They would only refund less than half of the price. I just logged in to their website, but the order is now missing from my history. The order number was *********. They gave me a refund of $28.30 on a total of $66.04. They wouldn't let me return it for a full refund because it was custom. I had to pay for the "production costs", which was another reason I wouldn't get a full refund.

  Business response

  12/08/2023

  Hi ******, 

  Good day and thanks for taking the time to write in.

  I do apologize that your order arrived and isnt as expected.

  As per our Art review they advised that "The faded appearance is due to digital printing on darker material".

  We are happy to have the remaining $36.69 refunded as a one time courtesy.

  I've filed a request to have your order refunded in the amount of $36.69 to the account that was originally charged. The refund will take us about 1-3 business days to process. After that, depending on your financial institution, it may be an additional 10-14 business days for you to see that amount reflected back in your account.

  Thanks for your time.

  Have a great day!

   

  ******** D

  Floor Manager

   

   

  Customer response

  12/11/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For background, I have been a paying customer of ********************** for over 7 years now. Even as our company has changed and revamped, we kept using Build A Sign for custom signage and banners.This complaint is about outright lies to us made by Build A Sign and a refusal to honor a refund.We ordered a custom flag on October 3rd. We received it in a timely fashion and immediately noticed that it seemed a bit odd. Well, it was sewn backwards and upside down. We alerted them to this after a couple of days of seeing if it could be hung without being too noticeable. Unfortunately, it was unusable. They agreed to issue a refund.They told us the refund was processed on October 20th. This was the first lie.They told us then that the refund was only requested and not processed. This was also a lie and I told them so and sent the email that explicitly said they processed it on 10/20.I called and an agent sat on the phone with me and pretended to issue the refund even going so far as to say they were hitting the "submit" button, complete with keyboard sounds and all.This was the third lie.They sent 2 emails saying they needed my PayPal email address to issue the refund, which we supplied. These were "intermediate lies" and stall tactics. I am also a merchant with PayPal and issuing a refund is as simple as going to the order and pressing a button. No need for the customer's email address again; PayPal has it.Beware of this company. I don't know who they are hiring or why they are training them in bald-faced deception like this, but this is highly unethical if not illegal business practice.We will never use Build A Sign for anything.

  Business response

  11/06/2023

  Hi Oni *****************************, 
  
  Good day, thanks for writing in! I'd be more than happy to assist you!
  
  I'm sorry to hear that your order arrived and isnt as expected.
  
  Upon reviewing your order, I do show that your refund request was submitted on 10/16. Our refund process takes 1-3 buisiness days to be completed on our end. 
  
  After the order was reviewed by our Quality Team, it was advised that a system error ocurred and the refund needed to be completed manually. 
  
  We tried reaching out on 10/27 and 11/2 however there was no response.
  
  A separate email was sent and received with your details on 11/2 at 10:31pm.
  
  I've filed a request to have your order refunded in the amount of $93.94.

  Refunds by PayPal can take a minimum of 1 week to reflect on your end. 

  
  Thanks for your time.
  
  Have a great rest of your day!
  
  ******** D
  Support Lead

  Customer response

  11/09/2023

  Complaint: 20820528
  
  I am rejecting this response because:

  While I appreciate your cordial response, what I do not appreciate is the continued runaround and outright lies.

  I deliberately waited 3 business days to respond to your initial reply to this claim to let your final statement of sending the refund request back through for the 3rd or 4th time play itself out. It turns out, not surprisingly, that there has been no attempt to refund my account with PayPal Credit. I am a business owner also and I, too, issue refunds, even those purchases made with PayPal and PayPal Credit. The refund process is simple and particularly fast, especially when you go to the actual order and click "Refund." It seems to me that BuildASign is trying to avoid refunding the actual purchase and simply wants to issue cash to me without the refund trail. But that's none of my business *how* you do it. What is my business is *that* you do it. To this date (11/09/2023) BuildASign has made no moves to actually refund a faulty product that they promised to refund starting on October 16, 2023.

  In your reply here in this public forum, you are attempting to deflect your accountability, yet again. You make statements about 3-5 business days as you have the entire time I've been communicating with your agents about this issue. You've even reused the same form greeting that you have used in all of your fruitless emails to me. Yet, here we are, 3 business days later, again, and nothing. There is not hide nor hair of the refund process even being initiated. You decided to mention times that I did not respond to your requests. This is tacitly not true. There were 2 sets of emails being sent to me. One set appeared to be auto-generated, and one set appeared to come from agents of yours working on the case file. I responded to each string of emails in a timely fashion, if not immediately. Furthermore, all 3 times you asked for the email of my PayPal account (which you *do not* need to issue a refund in PayPal, by the way), I provided it. I even provided it the time your agent "******" was on the phone with me and pretended to submit the refund while I was on the line with them. There were even keyboard stroke sounds to complete the ruse. 

  Pardon me for being extremely skeptical of your sincerity and the sincerity of Build A Sign, at this point. Pardon me further for saying outright that the continued lies by BuildASign agents, demonstrated by lack of any refund or refund attempt whatsoever to me is in all bad faith and this company should not be trusted. 

  It's not when things are going right that a company's true character comes forward, but when things go wrong. To say that you stand behind your company and your product and not demonstrate this unequivocally is to not actually stand behind your company nor what it produces.

  Please, go into your PayPal account to my order that was placed  on October 3, 2023, and simply click the "Refund" button. Let's not prolong this any further. It's rather embarrassing at this point, wouldn't you agree?

  
  Regards,
  
  Rev. Oni Ojukwu Mantenso I

  Business response

  11/13/2023

  Hi *********** ******, 
  
  Good day, thanks for writing in! I'd be more than happy to assist you!
  
  I do apologize that the refund wasnt completed in the time frame that you had expected. 
  
  I have attached a copy of the refund receipt for PayPal. 
  
  
  Thanks for time. 
  
  Have a great day.

   

  ******** D

  Support Lead

  
  

  Customer response

  11/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory but still manages to be somewhat underhanded.

  The issue was never the time frame. The issue was that I was being lied to repeatedly that certain action was being taken and this was demonstrably untrue each time.

  In the end, Build A Sign issued the "refund" as a payment to my business PayPal account. This led to a customary transaction fee by PayPal. This means that in the end, I did not receive my full refund and that Build A Sign did not do the ethical thing and issue the refund *as a refund,* rather than just a direct payment (for what?).

  I am attaching a screenshot to show the payment and the final amount PayPal paid after their fees. It's as if Build A Sign purchased something from us.

  That said, I understand why they did it that way and I still find it a disingenuous way to issue a "refund."

  At the end of it all, I'm not going to quibble over $2.81. Yet, I will make it known that it seems their tactic from the beginning was to avoid issuing an actual refund that would trigger a chargeback on their accounts. This action while on the surface appearing the same as a refund successfully allows Build A Sign to deny responsibility for their faulty production process while still making a payment. Just like when companies "settle out of court" and deny any wrongdoing at the same time. Except in this case, I actually had to pay a little for the trouble.

  We will never use nor recommend Build A Sign to anyone again. We will do our best to 'un-recommend' them to anyone we've sent their way in the past.

  Truly an unfortunate turn here.
  
  Regards,
  
  Rev. Oni Ojukwu Mantenso I

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a damaged pop up sign. I had paid for 2 upgrades to my order. Item that arrived was unusable, it was impossible to get the banner out of the base. I contacted the company and supplied them with videos of unusable product. They agreed to refund my money, but kept offering way less than I paid. We finally agreed on the refund amount and now they keep stalling about sending the refund. I have been dealing with issue for 3 weeks now. Im tired of excuses, it doesnt take 3 weeks to issue a refund. We agreed upon the amount of $173.17 to be refunded.

  Business response

  10/09/2023

  Hi Macee, 
  
  Good day, thanks for writing in! I'd be more than happy to assist you!
  
  Upon reviewing your order, I am showing that the refund was completed on our end on 10/9.
  
  Please be advised that depending on your Financial institution this may take up to ***** business days to reflect on your end.
  
  Thanks for your time.
  
  Have a great rest of your day!
  
  

   

  ******** D

  Support Lead

  Customer response

  10/10/2023

  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. The complaint made them issue a refund swiftly. 
  
  Regards,
  
  *********************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a sign from this company. They said I could expect it to be delivered on April. 21, 2023. When I did not received the signs, I called them. They told me that they could not print the sign because of an error in their system. I asked for a refund. To date I have not received my refund.

  Business response

  05/08/2023

  Hi *****, 
  
  Thanks for taking the time to write in. 
  
  I do apologize that we were unable to complete your order and that the refund was delayed. 
  
  The refund has been completed today on our end 5/8/2023 and this is being done via PayPal. 
  
  You may reach how to PayPal to find out how soon that will be reflected on your end. 
  
  Thanks for your time. 
  
  Have a great day!
  

  
  ******** D
  
  Support Lead
  

  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order ********* for the same 18x12 signs that I have been ordering for years, however, this time my "custom" signage was altered to create a border build so that build a sign could print their company website on ALL of my signs!!! Not one place on the website does it indicate that they would be adding this advertising to a sign that I am paying for, not when you select the sign, not when you edit it or view your proof. In addition, I have an extremely upset client because these were additional signs and now they are completely different to the ones already received. I contacted build a sign and they have advised that they are not able to reprint the signs. I think it is completely unfair to alter signage without someone's knowledge. In addition, if I have to replace signs previously printed, I am not able to do so since the entire format has changed. This was a poor decision on their end that is costing me time, money and my client relationship.

  Business response

  05/02/2023

  Hi ****, 
  
  Good day and thanks for taking the time to write in. 
  
  I do apologize that the Signs arrived and arent as expected.
  
  This is a new initiative we are implementing with Parking Signs to help increase brand awareness. Weve already included our brand info on other products such as banners, so this is the next product to make the jump!
  
  These are applicable to two sizes which are the 18x24's and 18x12's. Other sizes are not affected.
  
  Per the review that was submitted by last Representative, a full refund was approved. 
  
  Please keep in mind that the refund takes 2-3 business days to be completed on our end and depending on your financial institution, may take up to 14 business days to reflect on your end. 
  
  Thanks for your time. 
  
  Have a great day. 
  
  ******** D
  Support Lead
  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had complained about signs that were unsatisfactory. The majority of the ones in this situation had ink bleed and others had holes punched in them that I didn't request. I had to send multiple pictures of the defective signs over chat on their website and on Fri, Feb 10, 6:26 PM I received an e-mail stating:"Hi ******,Good day, and thank you for your patience with me!For Orders *********, *********, and ********* my art team has completed their review of your order. They determined that this was produced in error, and a reprint will correct this issue!We would be more than happy to have these reprinted and shipped to you again at no cost to you! Otherwise, if you no longer desire a reprint, we can look into our refund options. Please let me know which option you would like to move forward with!I look forward to hearing from you! Please let me know if there is anything else I can assist with. Have a great rest of your day!"I replied that I wanted them to be reprinted and got a confirmation of that on Feb 11, 2023, 6:33 PM where the e-mail stated they would be going into production. They closed the ticket as resolved on Sat, Feb 11, 6:35 PM.Well, 10 days later on Tue, Feb 21, 2023, 6:19 PM, I get an e-mail asking for additional pictures before I can get them replaced. There isn't anything I have here that I didn't already show them. I even highlighted the issues with a photo filter in on picture where you can clearly see their errors.I was promised a replacement after sending proof then they closed the ticket as resolved yet 10 days later took back that promise for more pictures of the same issues. When I asked for a refund instead of a replacement, they refused again asking for more pictures - even though science says these errors can't magically correct themselves. I will not inconvenience myself to provide the same evidence when they already admitted that the signs were defective and that I would be getting a replacement.

  Business response

  02/28/2023

  Hi ******, 
  
  Thanks for taking the time to write in. 
  
  I do apologize that we have not yet proccesed a refund/replacement for your orders. 
  
  Upon reviewing your orders, I am showing that we did send the request over for the replacement as promised to be completed. The orders were then reviewed by our Quality Team and they have requested additional photos. 
  
  We are happy to have either a refund or replacement done for you once we do have the additional photos that are needed. 
  
  If you could please send us photos of all the prints showing the issues, that would be greatly appreciated. 
  
  Once we do have those photos we can review and proceed as needed. 

  I look forward to your response.

  
  
  Thanks for your time. 
  

  
  Have a great day!

  
  
  ******** D
  Support Lead 
  

  
  

  Customer response

  02/28/2023

  Complaint: 19488825
  
  I am rejecting this response because:

   

  Complaint: 19488825
  
  I am rejecting this response because:
  
  A replacement was promised 10 days before it was taken away. If all the pictures I sent were good enough then (and someone had to see them to make that decision) I don't understand why more pictures of the same products should be required. Or why this can't be taken care of in good faith. 
  
  It's already an inconvenience because I had to keep re-ordering the same signs over and over again because they kept getting messed up and I sent multiple pictures that show the defects, but all of a sudden you need more pictures.
  
  It doesn't make sense.
  
  
  They got 1 out of 5 signs correct. 
  
  
  Regards,
  
  *******************************
  

  Business response

  02/28/2023

  Hi ******, 
  
  Thanks for taking the time to write in.
  
  We have further reviewed your orders and based on the photos we have received. We will be doing an 80% refund of the item cost for each order which is minus the 20% waste fee.
  
  On order *********, the refund amount will be $8.23 (2 items), Order *********, the refund amount will be $8.22 (2 items) and Order ********* the refund amount will be $4 (1 Item). Overall refund amount will be a total of $20.45. 
  
  I've filed a request to have your orders refunded in the amount of $20.45 (which will be 3 separate transactions) to the account that was originally charged. The refund will take us about 1-3 business days to process, at which time you will receive an email notification from our billing department. After that, depending on your financial institution, it may be an additional ***** business days for you to see that amount reflected back in your account.
  
  Thanks for your time. 
  
  Have a great day!
  
  

  ******** D

  Support Lead

  Customer response

  02/28/2023

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The date of complaint 12/06/2022 Signs on the Cheap promoted 12"x18" yard signs for $0.84 with 100 quantity without any fine print indicating color restrictions. The price then changed after construction of the 12"x18" yard sign to over $2.00 a sign with more than 1 color.The website promotes the sale and still has no fine print of the requirements to obtain the discounted yard sign for $0.84 for 100 yard signs.Their website still has the price at $0.89 for 100 12"x18" signs when you use the pricing tool.

  Business response

  12/08/2022

  Hello *****************,

  I'm sorry to hear you are disappointed in the promotion that was offered, due the price increase when adding additional colors to the sign.

  Colors are always factored into the pricing, same thing as choosing the Quantity, Size , Single or double sided and if accessories to display are needed. We do have a Pricing calculator as you mentioned, which allows you to enter such information to get the price you would be looking to pay (without tax and shipping).
  
  If you are having issues with using the website on your end, you are welcome to contact our customer support and we can assist you with applying the promotion on our end for you. 
  
  Thank you.
  Brytni K.
  Support Lead

  Customer response

  01/03/2023

  Complaint: 18533250
  
  I am rejecting this response because:

  I have not paid any money to this company yet, they have my personal information stored in their data base and advertise to me. On my ********* I get ads from them stating there signs would cost $0.74 for 100 signs, and it has no fine print on any other requirements besides the size and quantity. They then re-direct you to the website and then the cost can go up to almost $3.00 per sign because the bait & switch with their advertising. The customer services reps will not help and adjust the prices and I do not believe this company is deserving of being accredited when the misleads consumers without educating them in the beginning of their ads.
  
  Regards,
  
  ***********************

  Business response

  01/04/2023

  Hello ************,
  
  
  Sorry to hear there is a misunderstanding of how our promotions work. We do have tools on the website that you can utilize to estimate how much you will be looking to pay.  We run different promotions that change every Sunday at midnight. So going to our website you may see a different cost. However, colors has always been apart of the pricing with our products. We will be happy to provide the best promo we have at this time. If the prices we have are not suitable for what you are looking for, I would recommend looking for a company local to you. 
  
  Thank you.

  Brytni k.

  Support Lead

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have the worst customer service. I called to cancel my order because I paid ***** for express 1-day shipping on the 15th its the 20th and I got an email saying it would be late: email reads as followsDear *******,We wanted to let you know that we are experiencing a slight delay in the delivery of your order. Due to this, your order ******** will be arriving later than your original expected delivery date. We cannot apologize enough for this inconvenience, and hope it does not create too many concerns for you.Once your order is ready to leave our warehouse, you will receive a shipping confirmation email that will have your shipping tracking number available for tracking.If you do have any trouble, or have any questions, please give us a call at our toll free number and we'll be happy to help you!We greatly appreciate your business, and hope you have a great day!Yours Truly,The Customer Love Team ************** I needed this fast and it didnt happen. I got this email on the 20th. I used chat and emailed to cancel then I call them on the 20th to cancel and the girl says 20% because its in production I said cancel the order and I hang up. Later in the evening I get notification it shipped. What the heck. I call them back and ask them. Why would you ship something a customer canceled? Ive never had anything like this happen before. The guy said oh she was following protocol ?? WHAT? I canceled the order and they shipped it and charged me the full price. Terrible business and I will let everyone now how they treat there customers. I was dumbfounded because I just got the letter about it being late and I call to cancel and it ships that evening. That girl should have her pay docked to pay for shipping that sign if this was my company. I will not be accepting this order when it gets here I guess eventually because I canceled it.

  Business response

  10/21/2022

  Hi *******, 
  
  Thanks for taking the time to write in. Upon reviewing your order, it does show that your order had started printing this was the reason that you were advised of the 20% waste fee. 
  
  I reviewed the call and the line was disconnected on the Representative. When an order is placed on the website it goes through the system and items get printed as soon as possible. The waste fee is for the material that we had started to print on, if for any reason you needed help regarding this fee you could have advised the representative accordingly, we always try our best to assist in any way we can.
  
  Due to the fact that the call was disconnected the order could not have been cancelled as we never collected the fee or made any exceptions to waive it. You had also threatened to dispute the charges with your credit card company as such we would not be able to provide a refund on our end if that is in place. I understand that you were upset based on the situation, however, there are different ways of handling situations. 
  
  We are happy to assist with a full refund on order as a One time courtesy, if this wasn't already disputed with credit card company. 
  
  We look forward to hearing from you.  
  
  Have a great day!
  
  

   

  ******** D

  Support Lead

• Initial Complaint

  09/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a product from the company on August 31, 2022 and received an email confirmation of my order with an order number and summary, including a delivery date "Your order should arrive by 9/13/2022".On 9/2/22 I received an email, "Your order has been shipped!" With a deliver date, "Your order should arrive by 9/12/2022" and Shipping Method by *** Ground. A tracking link was included: "*** Website" The information linked showed *** and a tracking number and info: "The delivery date will be provided as soon as possible." and "Label Created" This information is still the same and no change to this date (9/21/22)I reached out to Build-a-Sign via telephone on 9/13/22 and was told that the order was never created, nor shipped, and did I want a refund? No, I explained that I want the product that I paid for. They said they would print it and ship with a rush by 9/16/22 arrival date to my home. They said they would send an email; no email was sent and the product did not arrive.I reached out again via telephone on 9/17 @ 8am and explained my disappointment. NO communication; NO product; NO email; NO shipping information; nothing! They said that they will send and it will arrive on 9/22 or so. I explained that it needs to be rushed and arrive before then. They said they have to ship via some schedule. Still NO communication; NO product; No email; NOTHING! They don't answer the phone any more and they have my money; I have no product. Please get them to move on this somehow.

  Business response

  09/27/2022

  Hi *****, 
  
  Thanks for taking the time to write in. I do apologize that your items were delayed and you had no communication from us. 
  
  That's definitely not the way we want our Customers to be treated. 
  
  Our Team is running a bit behind on replacements hence the reason there was a delay with your order. 
  
  We do apologize for any issues this may have caused. 
  
  Upon reviewing your order I do show that your replacements were done and delivered on 9/23 as per *** tracking. 
  
  Thanks for your time. 
  

   

  ******** D

  Support Lead

  
  

  Customer response

  09/27/2022

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sign from Build A Sign and the image was completely distorted, the entire sign looks like it has vertical stripes going through it which was not a part of the design, the colors are not solid, and there is a ton of small black circles that cover the entire sign and makes the text look muddy. After contacting customer service they said their design team would review the photos I sent. Three weeks later I get an email saying the sign was printed true to the design, and they blamed it on the image file and said they could only offer a partial refund. I used the same exact image file on another sign that I ordered from them and it printed out just fine, so blaming the image is not an acceptable response. They also refused to acknowledge any of the other issues with the sign aside from the photo. The quality of the sign and their customer service has been extremely disappointing and unacceptable, and I should be fully refunded.

  Business response

  09/07/2022

  Hello ******,
  
  My apologies on the experience you have had with our company pertaining to this order.
  
  I was able to take a look at the photos provided. Based on the material that was ordered, which was the Aluminum Composite, the sign did print out correctly. Although the same image file was used, you have to take into the account of the material that the image is being printed on. No other order indicates that you have ordered the Aluminum composite before.

  I have submitted a full refund for the 30" x 24" Aluminum Composite Double Sided sign back to you in the amount of $63.08 due to not being satisfied with the product. Please note the refund can take up to 14 business days depending on your financial institute. 

  Thank you,

  Brytni,

  Support Lead

   

  
  

*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. ↩