Rain Retail

[redacted] contacted us at a convention over a year ago in October of It wasn’t until January that their reported conversation with Gordon was mentionedWhile we do have notes from his conversation with them during the show, and after, there is no record of this feature mentioned previously, nor could they provide such documentation when requestedThe requested feature is in opposition to how our other clients operate and our system has performed this way for several yearsWe find it unlikely that such a promise would have been made and since there is no verification that can be provided, we dispute this feature was ever promised or part of the original agreementThe monthly payments were as stated in their initial agreement contract and started some weeks after their system was created and a consultation was doneThe monthly fees are not contingent on their being completion of the setupThe payments cover database fees/server costs, continued access to support and training, hosting, and more all of which continued as we met for trainings, built their website in our system, and migrated their previous product dataSince we have met all requirements agreed upon and they would be otherwise able to use the fully functional system despite the disputed feature, we dispute the requested amount

Complaint: [redacted] I am rejecting this response because:Revdex.com response 3-21-17First, let me say that Like Sew called AND emailed me to say they were shutting down my website because I filed a Revdex.com complaint I did inform Revdex.com of this, but did not receive a reply.Regardless of what comment a customer makes, Like Sew has a reply which spins the situation in their favor; even if untrueYou can view the same complaints I have with other complaints filed in and prior from other users We can go on back and forth for quite a long time Revdex.com forum is merely allowing me as a user of Like Sew’s system to make others aware of their threats, manipulation of the facts and nondisclosure of their staff knowledge contradictions, out of date tutorials and system inabilitiesLike Sew does know what their system does and doesn’t do; are fully aware of all these issues upon signing which should be disclosed to the userThey cause nothing but frustration and hours of research to justify a reply to a complaint.Like Sew had shut down my website in January (just weeks after a horrific launch) because Amber said I owed them money No phone call; no emailThey just simply shut my site downAgain, Like Sew does whatever they want to do and don’t care about their customer or the legal ramifications Like Sew also told me if they even had a “whiff” that I would pursue legal action, they would immediately shut me downThis policy information came from the Director of Support, Ty C [redacted] Also ticket# [redacted] from Ty C [redacted] : As per our conversation over the phone, your website has been shut down..” has also mysteriously disappeared from Like Sew/s support system on my activity tab And then there are these threats:Ty C [redacted] (Website Support) Mar 3, 4:PM MST ***, This email is to confirm our company policy described to you over the phone today, March Due to your Revdex.com complaint against us and the request for a "Full refund and acknowledgement to their potential users that their system has so many flaws that no one else will be duped by this company" we officially present you with two optionsThe first is to fully revoke the Revdex.com complaint against the businessIf you comply, your service will remain uninterruptedThe second option is to continue with the Revdex.com complaint, in which case we'll have to discontinue your service at the end of the agreed billing cycle (April 1st, 2017)That means the service, as well as any access to the system or data, will end on that date and to restart with us the full setup price will need to be renewedThanks, Ty C [redacted] | Director of Support And another threat on March 6:Ty C [redacted] (Website Support) Mar 6, 7:AM MST ***, “ I am sending this to you as an official notification of your pending end of serviceIf we do not hear from you by 6pm MST today and your Revdex.com Complain has not officially been withdrawn we will have no choice but to end your service immediately.” PAYPAL AND AUTHORIZE.NETAgain, had Like Sew divulged there was an issue with authorize.net prior to launch, we could have known a critical feature of their system was not functional When you become a use of Like Sew, they are responsible for the set up and ultimately, the ability that payment processing works – not me This is a responsibility of any website builderThe odd thing is Like Sew claims it works for hundred of their usersIf they have done hundreds of authorize.net setups, all they should need to do is look at the set ups for one or two of their users; then see what’s configured on their accounts vsmy non-working authorize.net settingsIt has taken months without the ability to process credit cards other than through PaypalAnd, they set that processing information as [email protected]; not [email protected] Again, they did not test or confirm the settings input to their system were correct prior to the launchMy merchant rate with authorize.net is far less than Paypal Like Sew costs me money on every sale because the gateway doesn’t workThere was no ability as a user to test the functionality of this feature before the launch The statement by Like Sew that there was a error on my authorize.net account that could only be fixed by the 3rd party software company is ludicrousI did speak with authorize.netI gave all the information I have emails and recall conversations where Like Sew had my login info and accessed my account themselves There was a ticket opened regarding the authorize.net issue # [redacted] [Website Support] Pending request: Compensation - [redacted] - [redacted] Feb 3, 11:AM MST Ty: I called authorize.net and they told me it's the login ID,not the transaction key that's incorrectRodney updated the transaction key on 1-30-You need to check the login ID you had set up on my account prior to migrationAttached is the transcript from Authorize.net which explains what needs to be correctedthanks[redacted] Attachment(s) AUTHORIZE-NET LOGIN ID NOT CONFIGURED BY LIKE SEW PROPERLY.docx From Brian S [redacted] December 29, 12:Authorize.NET and PayPal have both been set up and will be ready to use when you make the switchI submitted this ticket under [redacted] January 31, 19:Please sent status update Wednesday morningNo credit card processing since site went live on January Only found out because a customer called today asking why she couldn't check outThat explains my mere sales for the monthThanks [redacted] From Ty C [redacted] February 02, 16:This request was closed and merged into request # [redacted] This ticket # [redacted] does not exist in Like Sew’s (Rain Retail) support tickets .and has mysteriously disappearedI also submitted ticket# [redacted] for the same issueDYNAMIC SHIPPINGLike Sew doesn’t know what dynamic shipping meansDynamic shipping is where the cost of shipping is based on the weight, dimensions of the box, and final destinationThis is the industry standard for shipping used by both FedEx and UPS and USPS There are no dynamic methods in their system Flat rate shipping or free shipping over a certain amount is not dynamic shipping Their limited shipping methodology does not work for my shop because we carry lightweight (cotton) midweight(flannel) and heavyweight(fleece) What you can ship in a flat rate envelope works for a quilt store selling cotton but not a fabric store such as mineNot even one yard of fleece will fit in a flat rate envelope While dynamic shipping was not an option at the time I signed up in 2014, I do have emails supporting my conversations regarding dynamic shipping indicating it was going in to place months prior to my website launch in January And, if ShipStation was a known issue in 2016, Like Sew should have divulged this information prior to them having me set up, provide them with the user keys for ShipStation and pay for a ShipStation account[redacted] Feb 4, 5:PM MST hi Ty: since Like Sew cannot handle dynamic shipping, and authorize.net does not work, I will need you to show me how to adjust the shipping on an order so I can either refund/make a money request for the difference manually thru PaypalDoes your system allow a manual adjustment of an order for Website orders? Since I sell both cotton and fleece, by weight or by sales total don't work for my websiteCotton is light and can be shipped in a small box/envelopeFleece must be boxed and dimensional weight needs to be calculated manually since ShipStation can't integrate with authorize.net and you're scrapping that shipping program entirelySo cotton orders may be overcharged shipping (vactual) and fleece orders most likely will be undercharge shipping(vsactual FedEx) thanks *** TOTALS NOT CORRECTLike Sew does not consistently open a ticket for every issue Many they address in direct emailI have dozens of emails from them which are not converted into a ticketSecond, when you talk to tech support, not all techs are knowledgeable about their own systemYou can ask two different techs the same question and get two different answersTheir self help support resources are outdated and not useful at allAndy Wheeler at Like Sew agreed their tutorials are out of date I did submit a ticket for this issue, # [redacted] and their was ticket # [redacted] Here is the email sent to [redacted] from Ty C [redacted] (Website Support) Mar 10, 7:AM MST Hello, I'm creating this email to let you know I've sent this issue to our database specialistsOur team works hard to resolve all issues as quickly as possible, and we appreciate your patience as we work to resolve this for youAs soon as the issue has been resolved you'll be notified herePlease note that when a ticket is sent to our development team we no longer can see any updates or further responses from youIf you would like a status update on your ticket, or have any other information to add please give us a call and we'll be happy to help! Otherwise any new issues or questions should be resolved by giving our support team a call at or through a new ticket by emailing us at [email protected] you and have a great day! Thanks, Ty C [redacted] | Director of Support Rain/LikeSew | (877) 909-Please note, to ensure the highest level of service to our customers we encourage additional questions/concerns to be submitted in new tickets once the original ticket has been deemed 'Solved'This allows us to more efficiently answer questions, track problems, and reduce response timesReplies to solved tickets may result in delayed response timesTo check on the status of this or any other ticket you've submitted please log into our new Customer Dashboard Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I am rejecting this response because the response provided from Rain Retail about a couple of issues is completely untrue and incorrectFirst, my Registered Trademark Symbol "®" was not ever able to be displayed correctly on my products' titlesI was told (verbally, unfortunately) that there were options that I had - #I could leave the symbols as they were (which was not an option for me) or #I could remove the symbols entirelyI was not happy at all about having to remove the symbols from my products that our company paid thousands of dollars to have the legal right to displayIt was NEVER told to me that they would or even could go in & fix these symbols for meI've attached back up documentation in the form of emails that show that they are aware of the problem with the Registered Trademark Symbol & that they "submitted a ticket to the technical team so they can correct the symbol that is showing up" (this was on April 19th - before the site went "live")I was not comfortable taking a site live that could not display our Registered Trademark SymbolsAnd there is no proof of written or verbal communication of them telling me that they could add these symbols to our productsIn fact, Brooke Goulding stated in an email on 4-19-that she herself was not able to fix these and that she would keep me updated on this issueThe suggestions that I was provided have already been mentioned above in this paragraphThis is absolutely an example of miss-service because they did not follow my instructions & proceed how I instructed them after they informed me of this problemCan I please see the backup documentation to this claim? I need to see the proof before I can even begin to accept this statement from Rain Retail as being valid or true.The "Contact Us" form was not a problem that was due to my I.Tguy as Rain Retail is claiming in this responseFor Rain Retail to tell me that there was no interruption in my email service is an outright untrue statementNot only was I not getting my "Contact Us" emails - there was a week span of time that I wasn't getting emails from others as well - vendors, customers, potential customers, and so onWhile I can appreciate that they sent a link to the Revdex.com showing my "Contact Us" emails that came through their site, they have no information about all the emails that I did not receive during the /weeks that our site was live with themI am more than happy to let the Revdex.com communicate with my I.Tguy directly, if needed, and he can tell you about his version of the email problemsNot once did Rain Retail ever tell me in ANY communication - either written or verbal - that the problem was due to my I.TguyIn fact, my I.Tguy was the one that was finally able to create a "work around" solution to be able to receive the "Contact Us" emails at allMy I.Tguy asked to see the MX Records & rain would not let him see thatThey told him that it was proprietary software & wouldn't let him access the recordsIf there was a problem with my I.Tguy, then Rain Retail failed to inform me of thatThey shouldn't be able to just blame someone else for the problems with their companyThe long wait time on my request was due in part to the nature by which she submitted itWOW! Based on that statement it appears that not only was I unsuccessful at building my own website on their platform but apparently I also was unsuccessful at contacting them in the proper mannerRain Retail is seriously going to pick apart the "title" of my email as to why they waited until about hours later to contact me on a matter that was marked as "URGENT"I've attached more emails about the "Contact Us" emails not working & how many different people that I communicated with about this issueFirst, Brooke Goulding (on 4/24/& again on 5/2/17) and secondly to "Support" on 4/24/at 6:am MDT (Brett Lynch replied on 4/26/at 10:am MDT - hours later)Brett Lynch closed out my support ticked and deemed my issue as "resolved" on 4/26/but the problem still was not fixedThe third person I spoke to was Matthew L [redacted] on 4/27/He sent me an email with a couple links asking me "Is this a possibility?" I couldn't believe that the website design company - that actually designs their own software & hosts their customer's websites was asking me for suggestions about what the problem could beWhy didn't they ask me if perhaps there was a problem with my I.Tguy if that's what they are claiming was really the source of the problem? On May 2nd I spoke with Matt W [redacted] (this is now the 4th employee at Rain Retail that has been made aware of my serious ongoing problem)He gave me some suggestions to try but they did not work eitherOn May 3rd, my I.Tguy came up with the "work around" solution for these emailsIt was actually my I.Tguy that was able to get the emails to finally come through so I cannot understand how Rain Retail can possibly put my I.Tguy at faultI went on vacation on May 4th thinking that I would be able to relaxThis is when I realized that the emails were only coming through to me but my replies were not going to my customers - instead they were bouncing back to meI reached out to Matt W [redacted] on May 4th while I was on vacationHe told me that the customer probably entered their email address wrong & that I should call the customerThe following day, May 5th, is when I noticed that the emails that I thought I sent to my customers actually bounced back to me & didn't get sent to the customersI reached back out to Matt W [redacted] to let him know that I don't think that people entered their email address incorrectlyHe replied back to me on May 8th & asked if our IT guy could call to check the MX records againWe facilitated their request because we desperately wanted to get this issue resolvedOn the link that Rain Retail provided with the history of my emails - you will be able to notice how many of them are actually "test" emails that are coming from myself, someone else in my company & also Rain Retail's employees.While I was on vacation & my blood pressure was through the roof from all the issues that I was having with Rain Retail, I spoke to Ty C [redacted] (Director of Customer Service Champions) on the phoneHe was very apologetic about all the issues we were having & said that he would personally look at our site & make sure that there weren't other things that needed fixingDuring this long conversation would have also been a wonderful opportunity for him to tell me about all of the "supposed problems" that my I.Tguy created with the MX recordsNothing was ever mentioned about that to meOur website had already been live for weeks at this point when I was talking to Ty C [redacted] He suggested that I should do some training with him so I contacted him as soon as I got back from my vacation - on May 8thWe set up a phone training session for May 9th & he told me that he would only need about minutes of my timeWe mostly spoke about my shipping problems - which brings me to the next issue - shipping charges not being calculated properly.When I was initially speaking with Brady J [redacted] in February he assured me that their website e-commerce software would be able to bring in our negotiated rates with UPSI specifically asked this upfront because this is of the utmost importance to usIt wasn't until I already agreed to have Rain Retail build me a custom website that I found out that their shipping is only with the USPSOn March 22nd is when I reached out to Brooke Goulding about the shipping issuesShe replied to me that they use a 3rd party company called Ship Station & that Ship Station works with the carrier and will send the shipping information to their (Rain's) systemI immediately set up an account with Ship Station because I wanted this to be set up before the site went liveShipping charges need to be able to be calculated correctly or else we lose moneyI spoke to Ty C [redacted] about this issue mostly while we were on the phone on May 9thI contacted Ship Station as he advised me to doBut Ship Station could not help meThey told me that it was actually Rain Retail that should be the one that could help meThe representative at Ship Station told me that they have no knowledge of how Rain's software is set up & that's why they were referring me back to Rain RetailSo, I found myself in the middle of two different companies - each was telling me that it was the other company that needed to help me outThat was not helpful to meAt this point, it appeared that my issues were not going to be fixed anytime soon & I couldn't continue processing orders on a system that I lost money on the shipping charges for every orderA company will go out of business quickly if they lose money on every order that is processedThe Home Page of a custom website was created for us by Rain Retail - as evidenced by the screen shot images that they sent to youI find it interesting that they didn't send the screen shot of our entire product line that couldn't accommodate our Registered Trademark ® symbolThey also helped with some other areas of the website besides just the home pageWhat Rain Retail did NOT provide me with was a website that actually worked properlyThis is why I am requesting the $1,refundI'm trying to be fair here & I'm not asking for a complete refundI feel that I am being more than fairI also feel that Rain Retail is attempting to blame my I.Tguy & a 3rd party shipping company for flaws in their own softwareThey had ample time in the 1/weeks to tell me that my I.Tguy was the problem but this never happened.I shouldn't have to pay for something that was not delivered correctlyI've attached copies of emails to this rejection for your reviewI did receive an email from Ty C [redacted] asking what they could do to improve their serviceI think I've already told him both verbally & in writing but I will reply to his email once againPlease do not hesitate to contact me if you have any questionsThanks in advance for your help in this matter Sincerely, [redacted] ***

Item 1: Rain purchased their competitor (***) before Aug They pushed the quilt community/stores to purchase their program at [redacted] in August with a fear factor saying that [redacted] was not technically sufficient to continue in the business and that Rain's "cloud based" business was the only way to goThey showed their "flawless" product to prospective buyers (99% mom and pop small business owners that do NOT know technology) how easy and seamless their software was at [redacted] ***Answer 1: [redacted] was quickly going out of business and there had been numerous conversations in regards to us potentially providing their current customers with an alternate solutionHad we not stepped in, [redacted] support would have most likely ended well past now and their current customers would have had no choice but to switch to someone else, regardless of whether they chose to go with us or notWe did not scare anyone into coming over to usWe have the recorded [redacted] presentation available for reviewOur message was simply that [redacted] is going out of business and we acquired them in order to: a) Provide their customers with additional time to factor your options and b) Present an alternate solution for their POS needsOur system is not flawless but it is well advanced for its lifespanTo put it in perspective [redacted] was in business years to come up with the features/fixes they had, while we have only been in business around years Item 2: DECEPTIVE Months later Rain asked buyers to put off their POS system migration for months while they "got caught up and fix software issues"We agreedDecided to migrate our POS system in June Answer 2: Around the same time [redacted] went out of business another competitor of ours was in financial turmoil as wellThey approached us at the same time and asked us to help them tooWe felt like while it would be difficult we had no choice but to help both companies’ customersWe estimated numbers and hired additional staff to accommodate the increased customer count, but nothing could have prepared us for the rush of customers who immediately wanted to transition to [redacted] ***We soon realized that we were getting backed up and asked many customers to hold off until we were in a more manageable positionThis was to ensure everyone had the best experience possible Item 3: We were told we had to buy hardware from their supplier...a credit card swiper was purchased from them for $and was later found to be less than $on amazon.comAnswer 3: They were free to buy their hardware from whereverWe recommend buying it through POS Portal because we personally know it all works correctly with the [redacted] systemThere are similar devices which could be encrypted or otherwise proprietary technology that would not work with the [redacted] systemIf customers want to take the risk of buying the wrong hardware then they are always free to buy it from whereverWe never tell anyone it’s required, thoughItem 4: DECEPTIVE When our POS info was migrated to their system...the Rain system was a total failureWe spent hours on the phone with technicians and were told "we are working on that", that's a known problem, that's a system bug"The system information was finally migrated again days later and still did not function so that associates or customers had a good experienceAnswer 4: Unfortunately large migrations of data from one system to another often require multiple iterations, as the database structuring is different and we have to figure out the right field mapping to ensure no data is lost or incorrectly mappedThat is why we do initial migrations and a final migrationIt sounds like the initial migrations had some problems, which is to be expectedWith the customer’s help we determine where data fell through the cracks and then resolve it, because they are more familiar with their unique offerings and data than we are Item 5: SYSTEM NOT FUNCTIONAL: About 50% of the items in our old data base (that worked/scanned perfectly) would not work with RainThe only function that we found in the entire system that worked properly was the end of day reportingAnswer 5: The system is fully functional and works great for the vast majority of our 1,900+ customers, approximately 1,of whom are in the quilting industryA small number of things can cause barcodes not to scan; things like leading 0’s being added after his previous POS export, or his scanner not being configured correctly (a minute fix), etcMost of these are quick fixes and just take a little working through, which we were prepared to do with him Item 6: ISSUES: Misrepresentation of the Rain system being functional in a retail store environmentThey regularly advertise that their system is built for the "quilt industry"Answer 6: Our system is built with the quilting industry in mindWe’ve thrived for years serving the quilting market and continue to enhance our system with new updates weekly! Item 7: DECEPTIVE After installation, the system did not work in our retail store with retail data as shown during their sales processThey obviously had set their system to work in a "programmed" environmentAnswer 7: We really believe that many of the issues he experienced were misunderstandings or miscommunications as thousands of our customers use it effectively dailyWe use the actual system in demonstrations, as was given at [redacted] last yearNothing is staged or falsified Item 8: DECEPTIVE Lack of responsiveness to issues/excuses/most tech help was newRain did not assign one primary person to handle the storeVarious technicians gave differing stories/solutions/attemptsTheir unsatisfactory operating system cost the store many hours/dollars in unproductive time on the phone with their "technicians" attempting to rectify the issues Answer 8: Before our two competitors went out of business our method of support worked well for usAs we suddenly grew we experienced a need to change the structure of our companyWe felt as he did that a single point of contact was necessaryAfter numerous changes we now have dedicated Account Managers that do exactly as he described, working one on one with our customers until they are live with the systemWe did have to have somewhat newer members of the team help with support, but that was in an effort to reduce hold times and increase support capabilities Item 9: Most of the functions in their software did not function in a manner conducive to managing a business as they promised and advertisedAnswer 9: If we had been aware of the exact needs of his business to begin with, I’m sure we would have either informed him that we did not yet have those features or had our developers being working on them Item 10: DECEPTIVE We, as a small business requested a refund due to Rain's gross misrepresentation/DECEPTIVENESS of their POS system, failure to fix/repair known issues before the rollout to stores and failure to notify/communicate to stores before migration that their system did not function properly in a retail environmentTHIS IS A REQUEST I SENT TO RAIN REGARDING A REFUND: ThanksI'm not saying anyone was dishonestThey just didn't disclose any of the serious issuesAnd, there are far to many of them to ever overcome We employ quilters....not techie peopleThere is no way they can understand your systemJust to check an item in takes clicks on multiple screensIt is definitely not geared to the quilt industryI find it crazy that the system will not allow you to make a fat quarter that can be deducted from inventoryIt is in no way intuitive! You expect the store to create spreadsheets to edit dept prices for a saleOne serious issue is that the store has to talk to different tech people every time we callWhy would you not assign a senior tech to handle migration and assign them to the store until the issues are handledIt took a full week for Rain to finally migrate most of our infoThere is still info that probably will never work or be migrated"Rain's integrated Point of Sale and Website make inventory management simple." This is just one of the statements on Rain's web site that is DECEPTIVE and untrueAnd, they know their system does not work properlyAnswer 10: Our system does work and it looks like in this month (June 2016) alone he processed over $9,worth of transactionsFor a system that he claims did not work properly he certainly processed a lot of ordersWe also built, and took live, a functioning website (which was part of the setup fee he is demanding be refunded) as well as did consultations, trainings, migrations, and technical supportWe already discounted him $2,for the setup fee due to a specialty promotion for anyone who decided to switch over early and have been discounting him his monthly rate as well for his frustrations with us not having all his “necessary” features

Complaint: [redacted] In regards to her first point about USPS integration, we’ve apologized for any miscommunication that may have happened on this point, and asked for written verification of her conversation with her sales rep regarding the misinformationAs none was able to be provided we can only assume the misunderstanding happened on her side, as our policies are very clear as to what we can and cannot do with ShipStationIf the question was asked, “Can I ship with USPS?” the answer would be yesBelow is a link to the Help Center of ShipStation confirming that they have active integrations with USPS (through stamps.com), FedEx, and UPSIf the integration was not what she thought, we would have recommended she contact their support for a more in-depth look at the software before agreeing to use ithttps://help.shipstation.com/hc/en-us/articles/206638257-Where-do-I-add-connec...⇄ We have contacted ShipStation and confirmed with them the disputed rates are correctHer contact with them was through a support representative not even familiar with our integrationBelow I’ve provided a direct quote from their website relating to pricing“The new rate you see within ShipStation reflects the available rate from your connected USPS postage provider accountThe rates you see in ShipStation should match the USPS’ posted Commercial Base Pricing (and sometimes even Commercial Plus Pricing) rates found in the USPS Rate Calculator.” ***’s cancellation was completed end of day on Oct12th, with a confirmation email stating that the cancellation would take at least one week, and any invoices processed within that time would be processed like normalSeven days later, on the 19th her final invoice was processed as described in that emailWe have gone ahead and issued her a refund of those fees in hopes it will help the situationBelow I’ve provided a copy of that email: “***, Thank you for the replyThe prices have been verified and confirmed correct, so you are right in that there will be no immediate changes to themSince it appears we cannot meet your requests I will go ahead and move forward with canceling your account and responding to the Revdex.com complaintI am very sorry we were not the right fit for you, but we do wish you the best in going forwarding and finding a solution that appropriately meets your needsPlease note that we do need at least one week to process all cancellationsAny invoices that fall under that time will be processed like normalIf you would like us to keep your system running until the end of the billing process please let us know as we're happy to accommodate you! Once we have the confirmation email we'll get right on the process and have your account closed shortlyHave a great day!”The [redacted] issue was related to her processing and was outside of our handsIt is our understanding she contacted their support and got it resolved as they would have the best resources to assist her with the issue relating to her processing with them Brian is one of the owners of our business and unfortunately is quite busyBrian had actually suspected she had hung up on him and tried contacting her again by emailI apologize if they did not, for whatever reason, reach you but he did try reaching out to her several timesRegardless, after our phone call it was apparent we would not be able to come to a satisfactory solution for her, and further contact from him would have confirmed the same pointWe are sympathetic that we could not come to an adequate solution for both parties but strongly feel like the main points of concerns are items out of our immediate control such as the misunderstanding of what ShipStation provides, the pricing question, and [redacted] issueWhile we admit our mistakes in the process and acknowledge our failings we did strive to assist her in any way we could including, but not limited to: completion of her website setup including a completely new design of her website, completed a full site and product migration, provided several system trainings and follow up trainings, and full refund of final monthly payment

When the data was exported from their previous provider the Registered Trademark symbol was exported as an icon instead of the trademark symbol code that a database can readWhen the data was imported, the icon was not able to be displayed since it was not in a readable formatIt was suggested that she could either go in the appropriate products and add the Registered Trademark symbol code or we could remove them in bulkShe chose to have them removedThis is in no way reflective of any mis-service as we migrated the data as it was given to us and we followed her instructions on how to proceed when we notified her of the problemIn regards to the contact form not working, it was because her IT individual gave us the incorrect DNS records for their emails, despite our Director of Support’s advice to the client that the records appeared to be incorrectDuring this time, all form submissions were accessible within our system so no interruption in business occurredPlease see below for a screenshot of said form submissions: [redacted] The long wait time on her request was due in part to the nature by which she submitted itWe deeply regret she waited as long as she did however she was welcome to call in for immediate support at any point during that timeWe strive to answer all emails within hours however immediate service is available to all of our clients via our phone supportThe title of her email was also ‘Contact Us Emails’ so we had no way of immediately knowing it was an urgent requestWe answer emails in the order they are received unless we can immediately determine something is time-sensitiveDespite this very unfortunate delay in communication, it does not reflect a breach in contractWhen she mentioned submitting a Revdex.com request, she also mentioned contacting her lawyers and pursuing a lawsuitOur company policy is that when a client threatens a legal action a manager must reach out to them before our Support team can continue communicationsThis is to ensure the best possible outcome for both parties and had nothing to do with her reaching out to the Revdex.com specificallyIn regards to item #2, she mentioned wanting a refund of $1,due to our company not providing her with what we told her she would getShe specifically mentions facilitating her shipping needs as well as everything else she needed it to doWhen she signed up she asked for dynamic shipping using UPS, we told her that we could support that, and did so, through an integration using a 3rd party service called ShipStationOver two phone call with our Director of Support it was determined that she would use ShipStation’s integration to generate shipping labels and use her UPS delivery pickup service to ship the itemsOur integration with ShipStation, and subsequently other carriers like UPS, completely fulfilled our promise to her of allowing her to ship through UPSIn addition a custom responsive site was completely designed and built for as the following screenshots demonstrate: Screenshot 1: [redacted] Screenshot 2: [redacted] Screenshot 3: [redacted]

*** and LikeSew communicated on (03/03) and again (03/06) regarding the areas of the system she describedAs her request does not mention any specific areas of the system that were misrepresented, and such could not be provided, we dispute this requestWe are aware that like any system we have
areas to improve, however we strive to maintain our honesty and integrity in representing ourselves with all possible accuracy

Complaint: ***
I am rejecting this response because:Their contact was both with *** and myself, and I was CC'd on the correspondences. A lot of communication was also done over the phone - I can send list of the number of times that I said "Please Call Me" or "Lets Talk" if you would like - it's very often. That was when I felt like things weren't getting communicated over e-mail or thought we had pressing issues - of course those people are conveniently all gone now - so it's our word vs theirs about what was said in the conversations. It's pretty fair to say though - that after about Mid-September - that most of the calls were complaints about how slowly things were progressing ZERO contact from Jan - Jan 26th - in the middle of us worried about major issuesWhile they were changing account managers on us AGAINOn Dec - first mention in e-mail of "- product list upload" from their people - because we had products in one large pool with no product categories On Dec - " I think the real job will be with uploading all your products!" - that is from their person Cullen - obviously implying that the products had not been uploaded(Cullen was person number as our account manager)On Nov "I haven't heard anything from you guys in a little while - so I thought I'd see what's going on"On Oct "Things are going...but going very slowlyWe have a lot of products and categories - but it seems like there has been some issue with getting everything brought over correctly"I guess we should move forward toward the binding arbitration or file a lawsuit. We will consult with our lawyers and see which they recommend going forward from here. This is obviously going nowhere.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the system did not work in any manner shown at *** *** ***They did not require a technician giving work a rounds whil demoing the systemUnlike like sew states, we did NOT use the system for a monthWe used it for six days and reverted to our old system ***, which *** *** purchased and had all the technology needed to record vital sales such as fat quartersTi even asked me if I had any suggestions on how to program their system. I requested them not to turn the website off until we had time to build a new siteThey refused, knowing it would cost us businessThe website functions better than the POS system, but is in no way up to industry standards.The unethical item Ti did not address is that the owners wife has a quilt store and if they have access to our sales and inventory numbers...what do they do with those numbers for their benefit again, unethical and unprofessional I suppose he would say Zillow did not ask if the would use our numbers when the did the hard sales pitchTi also does not address the fear factor used in those and how many store owners are unhappy and have requested or received a refund.I contend they are deceptive, devious and unprofessional in selling their product which took months to deliver and would not function in a manner conducive to conducting business without constant technical help from several people that could not give clear direction nor get the system to function properly
Sincerely,
*** ***

Mr. *** worked with our migration team over the course of several monthsWhile we do our best to migrate all of our customer's data, circumstances may varyIn his case, the data was stored in Excel spreadsheets with numerous inconsistenciesThe data was uploaded exactly as he sent it
however due to his unpredictable data the migration was redone several times costing our migration team hours of extra workIn some cases Excel formatting was to blame where it converted numbers to scientific notation, and in some cases we simply were unable to predict correctly where data was stored or what it meantWe do not, at any time, promise a 100% exact migration of data, instead we do our best to bring the data as completely as we can, which results differ depending on the consistency of the dataAlso in regards to his full payment, his sales representative Ray did not actually charge him for the migrationAs shown on our Pricing page (http://www.likesewwebsites.com/pricing.htm) the data migration from a previous system is actually an additional $The setup fee and monthly payments he made was for database setup on our four AWS servers, system training, site building, unlimited technical support, and moreHis system was completely functional and usable, except that in we could not exactly migrate his data perfectly

The emails she mentions regarding the Registered Trademark were describing the bulk importation of those iconsAs described in the last Revdex.com response; the icon was not able to be displayed since it was not in a readable formatOur team sent it to our developers to try and find a solution since, if we could migrate these icons it would save time for her, and any other clients that had this problemAs she mentioned, the conversation regarding this was primarily over the phone however it was told to her that we could either remove them in bulk or she could enter the Registered Trademark code into each productThe problem was not the migration but the data that was sentRegardless, we do not promise that we can migrate data with 100% accuracy since all systems are different and the data they generate variesIn this case, we migrated the products and were simply not able to import the Trademark symbolThe option was available to her at any time to manually enter the trademark symbol into her products as we give full access to edit her productsIn her original Revdex.com request she said that she had difficulties with emails from the “Contact Us” tab of the website, she did not say that her email in general was downThe “Contact Us” form we built her worked the entire time as shown by the emails that were displayed in the screenshot sent earlierHer email service went down due to incomplete records given by ***, her “IT Professional”On April 25th additional records were added at his request however as she mentioned, as of May 4th these records had not corrected the problemOn May 8th at 10:AM she mentioned her emails had started working again however the DNS records had not changed from what it was on April 25th when the emails were not workingThat means there was something wrong on the email provider side, not our DNS sideSee below for more information: DNS Records as of April 25th: *** DNS Records as of May 8th: *** Also the DNS records, while not directly editable by the client, were available to be viewed at any timeOn April 25th they were sent to her “IT Professional” twice as seen in the screenshots below: ***
*** In regards to shipping, our integration with ShipStation allows us to support shipping solutions like UPS, USPS, FedEx, Stamps, and moreAlthough neither of us have the exact phone recording our Director, Ty, told her that the only thing that she needed to set up were the providers she wanted to ship through and any special settings she wanted enabled in ShipStationOn May 11th at 8:AM when she emailed in about this concern our Director, Ty, reached out to her at 10:AM and again at 4:PM that same day without being able to get a hold of her for more informationOn May 15th at 11:AM she requested the matter be closed as seen here: ***She claims she us due a refund of $1,due to having a website that does not actually work and although the Revdex.com will determine one way or another here is a brief video created today (08/11/17) demonstrating the complete usability of the website we created for her prior to her cancelling the serviceAnd we are definitely not at fault for the inadequate service provided to her by another IT individualVideo demonstrating working website: ***

Complaint: ***
I am rejecting this response because:I am addressing the issues that this company has responded to. Yes, it was explained to me that Like Sew was going to use a third party shipping program "Ship Station", which uses the USPS Stamps.com program. I explained to my sales person at the time, before I signed a contract, that I already used Stamps.com and have had an account for over years with them. His response was that since I already had a Stamps.com account I could use it and not have to sign up through Ship Station, since that is the program that is being used (Stamps.com). With this said, I signed a contract to proceed. During the process of setting up my website, and at the point of installing the shipping program, I was also told again that I could use my current Stamps.com account by my account managerAll they would need was my login and password (See conversation below with account manager -attachment below) Days later, it was told that I HAD to drop my existing account and sign up through Ship Station, in order for me to use the program. At this point I was forced to open another account with Ship Station.I have used the USPS shipping for years on my websites. I have never had trouble with the rates calculating during checkout as they would show up on the USPS rate chart. With my website from Like Sew, I have been waiting since mid August to have the shipping program checked as it was not calculating correctly to correspond with the USPS pricing. A week ago, Like Sew informed me that the rates that were calculating were the "discounted" rates for my customers. The discounted rates that are given to me on my commercial account through Stamps.com I knew this could not be the case because I have never had my commercial discounted rates show in the shopping carts for my customers. I contacted Ship Station and they confirmed, that the discounted rates would not be showing in the shopping cart. (See email attachment from Ship Station below.) When I sent Ty the email from Ship Station confirming that the
discounted rates should not be showing in the program in my shopping
cart, he told me that I was not their only customer and he thought the
their program was not going to work for me. So this is the end result
from waiting weeks on end since mid August and now it is mid October
before I am told this. The rates have been programmed into the shipping program by Like Sew or they have not fixed the problem of the rates being incorrect. The incorrect rates showing can't be pulling from the usps shipping program, according to Ship StationI can not understand why Like Sew would take it upon themselves to set up my business shipping with the rates that THEY think my customers should pay for their shipping. I have always used the little bit of discount that I retain from my commercial discounts to pay for my packing and shipping materials, such as bubble wrap, stay-flat envelopes, and boxes to name a few things so I do not have to charge my customers an extra shipping and handling fee. From what was explained to me, this is how Like Sew is going to set up the shipping program , to give MY discount to my customers as they see fit to do so. This is not what I signed up forAs for the monthly hosting fee, I was fine with the monthly hosting fee, my gripe was that they had me sitting there with my hands tied while they took their time to get their developers to look at the program and I am still paying a hosting fee each month? Also, as of last week, Ty said he was going to close my account. Yesterday, a week later, I get a paid receipt from their company for ANOTHER month of hosting fees, $79. As far as my comment on the *** error issue, Like Sew agreed to install my ***. When the error message came up, they could have looked up the error code to see what the problem was. Apparently, they were too busyBut, I took it upon myself to call *** to find what the problem was so I could report back to Like Sew. As the problem that Brian did not return my callMy problem was that I had left a phone message for Brian several times over a period of a few weeks to return my call, as I needed to speak with someone with authority within your company to look into the matter that I had been sitting for weeks and nobody wanted to address the issue and the developers were not working on the problem. I never got a return call. After I finally demanded through my account manager that I have someone with some authority within their company to contact me that is when I finally got a call from Brian and spoke minutes with him and the phone went dead. Seemed to me that he had hung up I called back and left a message and no return phone call. No return email He finally emailed me late that evening around 10pm and said he would look into the matter and get beck with me. A few days later he emailed me Labor Day, Sept4th, to let me know it would be another weeks before the developers could look at it....another delay after weeks of delays I emailed back and told him that if he could promise me that the problem could be fixed by the end of the month, that's THE END OF THE MONTH...a whole month, I would patiently wait, if not I would have to file a complaint through the Revdex.com. He never responded so I took that as no, he could not promise me anything. I waited till the end of the week with no response back from him, so I contacted Revdex.com. When Brian heard of the Revdex.com complaint that day, that's when I heard back from him (your attachment).
Sincerely,
*** *** ***

Complaint: [redacted]
I am rejecting this response because:
 Here is our response to Rain Retail/LIkeSew's response to our original complaint. If you have any questions - especially regarding this formatting if it doesn't work with your system, please call or email. Thank you very much.MESSAGE FROM BUSINESS divided into seven numbered points: 1.     "Mr. [redacted] worked with our migration team over the course of several months. While we do our best to migrate all of our customer's data, circumstances may vary." Our Response: We actually worked with LikeSew staff for ten months, not “several”. We believe this is important because it was almost a year of work with them that was fruitless – 700 hours of my time and we still could see no prospect that the system would work. LikeSew missed a final meeting without any explanation. Attempts to reach them were unsuccessful.  2.     "In his case, the data was stored in Excel spreadsheets with numerous inconsistencies. The data was uploaded exactly as he sent it however due to his unpredictable data the migration was redone several times costing our migration team hours of extra work." Our Response: Inconsistencies. We worked long and hard to remove any “inconsistencies”. We asked repeatedly for explanations of what to do to make our spreadsheets work with their system. Sometimes they had no ideas or did not give adequate explanation. We asked for a template for the initial database so we could put our Excel data into a form that would work for them. They said they had no template and to just send them what we had; they could work with our spreadsheet to get it into the system correctly.We don’t know what they mean by “unpredictable data.” If they knew it was “unpreditible” why did they load it exactly? LikeSew never informed me that data inconsistencies were the cause of failure for the database, nor how to fix it. In fact, it sounds like LikeSew still doesn’t know the database they created with my spreadsheets was unusable. Our Response: Exactly as he sent it. The database they developed from my spreadsheets was very  different from what I sent to them. I sent them specific examples of what they omitted from my spreadsheets and what they put into the database that was not in my spreadsheets:  From an email I sent to DB on February 28, 2016: DBI've attached an example of the database problem. However, there are numerous other problems.Some of the yarns that are in the product database online are not in the inventory spreadsheet I sent you. Where did they come from?Malabrigo Baby Alpaca Silk, Finito and Sock are all missing in the product database but are in the spreadsheet. Some of them are listed in the database as Koigu yarnsMost of the Koigus in the spreadsheet are listed as Juniper Moons.Some of the Juniper Moon Zooey are listed under “Get this pic”These are just a few examples. There is a serious problem here. I don't know how it happened or what to do about it. If what I'm sending you is not what you need to do it right then I need you to tell me how to send it so it works.I have tried and tried to get this right but nothing ever seems to work. I have a messed up product database online that I can't use. I started sending pictures about two months ago and still there are none.I'm going to have to think about what else I can do.Let's talk Monday and see what we can figure out. I need help.[redacted]###-###-####PS Please confirm that you got this emailHere are the two examples:Example #1 of database problem:Cascade YarnWe sent in a spreadsheet with about 150 Cascade yarn products. After LikeSew entered them, a search of their database showed only 31. Below is a print out of the LikeSew database showing only 31 products. They never explained what happened to the others.Example #2 of database problem:Canyon Yarn We sent a spreadsheet with about 35 Mary Gavan Canyon yarns (products). After LikeSew entered them into the database, only two of them appeared and over thirty of them were nowhere to be found. Below is a section of the spreadsheet sample I sent to Like Sew February 28, 2016.) Here is what I sent themWe can’t fix a problem if we don’t know what it is. It was incumbent on LikeSew to explain to us what to do. It became apparent that when they received spreadsheets from us they did not preview them to spot possible problems and call me about them, nor did they proofread or even spot check the resulting database to see if it was correct. I had to raise the problems with then or they seemed to not know there were problems.  3.     "In some cases Excel formatting was to blame where it converted numbers to scientific notation, and in some cases we simply were unable to predict correctly where data was stored or what it meant." Our Response: LikeSew never mentioned a problem with Excel formatting or scientific notation. This actually is an example of what should have happened – they should have informed me of this so I could have fixed it. To the contrary, I repeatedly sought explanations and instructions for whether the format would work and, if not, how to fix it. Here is what David B[redacted] responded to me: DB (Website Support)Sep 11, 3:48 PMSorry it took me so long to look at this, but that format will work great. Go ahead and send all the data when you have it ready.DB | Customer Support | ###-###-####  4.     "We do not, at any time, promise a 100% exact migration of data, instead we do our best to bring the data as completely as we can, which results differ depending on the consistency of the data." Our Response: Bringing the data in does not need to be perfect, but is has to be complete enough to be usable. Theirs was not. It can't be used to find many of the products in the inventory. It is not just a few but runs into the hundreds. Without finding them, we cannot change prices, add or subtract stock quantities, or print barcodes among other functions.  5.     "Also in regards to his full payment, his sales representative Ray did not actually charge him for the migration. As shown on our Pricing page (http://www.likesewwebsites.com/pricing.htm) the data migration from a previous system is actually an additional $299." Our Response: This is not relevant to my complaint. I am not asking for reimbursement of this. It took LIkeSew about 1 hour to "migrate" information off our pre-existing website. Migrating our spreadsheet data was part of the set up and maintenance fee.  6.     "The setup fee and monthly payments he made was for database setup on our four AWS servers, system training, site building, unlimited technical support, and more." Our Response: This was our understanding too. LikeSew never completed the database setup. Their unlimited technical support should have explained to us how to give them the data they needed in the format they needed it. This was never done. (And now they blame us for things they never told us before. “Excel formatting” and “scientific notation.”) 7.     "His system was completely functional and usable, except that in we could not exactly migrate his data perfectly."  Our Response: This is clearly not the case. I challenge LikeSew to demonstrate how to use the system for intended purposes. If they try to look up the Canyon and Cascade data above, they will find what I found. It is essentially useless. Finally, here is a copy of the letter I sent to LikeSew to terminate our agreement:   [redacted]###-###-#### [redacted]
Sincerely,
[redacted]

[redacted] contacted us at a convention over a year ago in October of 2015. It wasn’t until January 2017 that their reported conversation with Gordon was mentioned. While we do have notes from his conversation with them during the show, and after, there is no record of this feature mentioned previously,...

nor could they provide such documentation when requested. The requested feature is in opposition to how our other clients operate and our system has performed this way for several years. We find it unlikely that such a promise would have been made and since there is no verification that can be provided, we dispute this feature was ever promised or part of the original agreement. The monthly payments were as stated in their initial agreement contract and started some weeks after their system was created and a consultation was done. The monthly fees are not contingent on their being completion of the setup. The payments cover database fees/server costs, continued access to support and training, hosting, and more all of which continued as we met for trainings, built their website in our system, and migrated their previous product data. Since we have met all requirements agreed upon and they would be otherwise able to use the fully functional system despite the disputed feature, we dispute the requested amount.

Item 1: I am rejecting this response because:  the system did not work as demonstrated when it was sold. They used a staged system an not a newly migrated system. There were no warnings pre-migration about all the items that were not working. The number one selling item in any quilt store is "fat quarters"...that being a one quarter yard cut of fabric. We sold over 21,000 in the past four years and no issue with the system they purchased from [redacted] Software. Being the best selling item in a quilt store, they have NO program to creat a SKU number for them or to deduct them from the inventory.....the primary reasons for having a POS system. I was asked by Ty at [redacted] today if I had an idea how to do it. I am not a programmer, therefore I do not. That is what we paid [redacted] for. Answer 1: We never advertised our ability to sell fat quarters. There is no deception here. ([redacted] 2015 sales presentation and other sales materials are available as proof that we do not advertise fat quarters) While [redacted] sells many of them and it may be a common product, he incorrectly and at no fault of ours assumed we had that capability. Due to development complexities, we have chosen not to make this a current part of our system. While we do have plans to program something to facilitate this in the future, we have devoted our attention elsewhere for the time being. Had [redacted] asked us if we had this functionality in the beginning, we would have told him that we do not. We had no prior knowledge that this was such a vital part of his business. Our other quilt store clients are able to function without this feature.   Item 2: As far as our sales volume, that is absolutely none of their concern or business. It has nothing to do with the number of transactions or issues encountered in those transactions. We sell sewing machines that are over $9,000. This statement only displays the ignorance of [redacted] in the quilting industry. For them to tell me in an email that the owners wife have a quilt shop and discuss our sales numbers is unethical and unprofessional. Our sales volume for that one week we attempted to use their system means nothing. Answer 2: [redacted] claims that the system was unusable, yet his transaction history in our system for this month alone showed over 95 different transactions. Clearly it worked.   Item 3: The fact that the system did not function in the store for a full week after many hours on the phone with tech support, is the issue. It did not function as shown and sold at [redacted]. We paid for the service then, installed it nine months later ans it does not function in any way as sold or shown. Answer 3: The system works, as mentioned previously. Furthermore, as [redacted] points out, our team spent hours on the phone with him trying to coach and help him with the technology. The system functions precisely as demonstrated in sales and training materials because we use the same cloud-based software with all the same features (and bugs) our clients use in real life.   Item 4: Due to my complaint, [redacted] decided to cancel our contract for the paid use of their website program....thus causing more work and a loss of sales if we are unable to find an Internet website provider and be able to build yet another website after building a website on their platform  I still strongly contend that [redacted] was deceptive in selling a non-functional, ill conceived, program that failed to work in the [redacted] store in a manner in which it was sold  Answer 4: [redacted] wants to cancel his point of sale system with us, file this complaint, and then contact various clients of ours to tell them how much he dislikes us, all the while wanting us to continue providing his website for him. For the previously mentioned actions, and due to [redacted]’s claim that we are dishonest and deceptive, we do indeed require him to do business elsewhere. We’ve honored our agreement this month by allowing him to continue using the system until 1 July 2016, but after that we require that he find website services elsewhere. Although perhaps not to his exact liking, the [redacted] system is usable and we have made every effort to help [redacted] see how it could be used in his store. Other store owners who saw the exact same presentation and went through the exact same migration and training processes are successfully using [redacted]. We do not engage in any deceptive practices. We are proud of what we have been able to accomplish to help quilt store owners operate a modern, cloud-based Point of Sale integrated with their websites. We are aware that it’s not perfect, but we work together with our clients to improve it every day.

Item 1: Rain purchased their competitor ([redacted]) before Aug 2015. They pushed the quilt community/stores to purchase their program at [redacted] in August 2015 with a fear factor saying that [redacted] was not technically sufficient to continue in the business and that Rain's "cloud based" business was...

the only way to go. They showed their "flawless" product to prospective buyers (99% mom and pop small business owners that do NOT know technology) how easy and seamless their software was at [redacted]. Answer 1: [redacted] was quickly going out of business and there had been numerous conversations in regards to us potentially providing their current customers with an alternate solution. Had we not stepped in, [redacted] support would have most likely ended well past now and their current customers would have had no choice but to switch to someone else, regardless of whether they chose to go with us or not. We did not scare anyone into coming over to us. We have the recorded [redacted] 2015 presentation available for review. Our message was simply that [redacted] is going out of business and we acquired them in order to: a) Provide their customers with additional time to factor your options and b) Present an alternate solution for their POS needs. Our system is not flawless but it is well advanced for its lifespan. To put it in perspective [redacted] was in business 16 years to come up with the features/fixes they had, while we have only been in business around 8 years.   Item 2: DECEPTIVE Months later Rain asked buyers to put off their POS system migration for months while they "got caught up and fix software issues". We agreed. Decided to migrate our POS system in June 2016. Answer 2: Around the same time [redacted] went out of business another competitor of ours was in financial turmoil as well. They approached us at the same time and asked us to help them too. We felt like while it would be difficult we had no choice but to help both companies’ customers. We estimated numbers and hired additional staff to accommodate the increased customer count, but nothing could have prepared us for the rush of customers who immediately wanted to transition to [redacted]. We soon realized that we were getting backed up and asked many customers to hold off until we were in a more manageable position. This was to ensure everyone had the best experience possible.   Item 3: We were told we had to buy hardware from their supplier...a credit card swiper was purchased from them for $147 and was later found to be less than $15 on amazon.com. Answer 3: They were free to buy their hardware from wherever. We recommend buying it through POS Portal because we personally know it all works correctly with the [redacted] system. There are similar devices which could be encrypted or otherwise proprietary technology that would not work with the [redacted] system. If customers want to take the risk of buying the wrong hardware then they are always free to buy it from wherever. We never tell anyone it’s required, though. Item 4: DECEPTIVE When our POS info was migrated to their system...the Rain system was a total failure. We spent hours on the phone with technicians and were told "we are working on that", that's a known problem, that's a system bug". The system information was finally migrated again 7 days later and still did not function so that associates or customers had a good experience. Answer 4: Unfortunately large migrations of data from one system to another often require multiple iterations, as the database structuring is different and we have to figure out the right field mapping to ensure no data is lost or incorrectly mapped. That is why we do initial migrations and a final migration. It sounds like the initial migrations had some problems, which is to be expected. With the customer’s help we determine where data fell through the cracks and then resolve it, because they are more familiar with their unique offerings and data than we are.   Item 5: SYSTEM NOT FUNCTIONAL: About 50% of the items in our old data base (that worked/scanned perfectly) would not work with Rain. The only function that we found in the entire system that worked properly was the end of day reporting. Answer 5: The system is fully functional and works great for the vast majority of our 1,900+ customers, approximately 1,100 of whom are in the quilting industry. A small number of things can cause barcodes not to scan; things like leading 0’s being added after his previous POS export, or his scanner not being configured correctly (a 5 minute fix), etc. Most of these are quick fixes and just take a little working through, which we were prepared to do with him.   Item 6: ISSUES: Misrepresentation of the Rain system being functional in a retail store environment. They regularly advertise that their system is built for the "quilt industry". Answer 6: Our system is built with the quilting industry in mind. We’ve thrived for years serving the quilting market and continue to enhance our system with new updates weekly!   Item 7: DECEPTIVE After installation, the system did not work in our retail store with retail data as shown during their sales process. They obviously had set their system to work in a "programmed" environment. Answer 7: We really believe that many of the issues he experienced were misunderstandings or miscommunications as thousands of our customers use it effectively daily. We use the actual system in demonstrations, as was given at [redacted] last year. Nothing is staged or falsified.   Item 8: DECEPTIVE Lack of responsiveness to issues/excuses/most tech help was new. Rain did not assign one primary person to handle the store. Various technicians gave differing stories/solutions/attempts. Their unsatisfactory operating system cost the store many hours/dollars in unproductive time on the phone with their "technicians" attempting to rectify the issues.  Answer 8: Before our two competitors went out of business our method of support worked well for us. As we suddenly grew we experienced a need to change the structure of our company. We felt as he did that a single point of contact was necessary. After numerous changes we now have dedicated Account Managers that do exactly as he described, working one on one with our customers until they are live with the system. We did have to have somewhat newer members of the team help with support, but that was in an effort to reduce hold times and increase support capabilities.   Item 9: Most of the functions in their software did not function in a manner conducive to managing a business as they promised and advertised. Answer 9: If we had been aware of the exact needs of his business to begin with, I’m sure we would have either informed him that we did not yet have those features or had our developers being working on them.   Item 10: DECEPTIVE We, as a small business requested a refund due to Rain's gross misrepresentation/DECEPTIVENESS of their POS system, failure to fix/repair known issues before the rollout to stores and failure to notify/communicate to stores before migration that their system did not function properly in a retail environment. THIS IS A REQUEST I SENT TO RAIN REGARDING A REFUND: Thanks. I'm not saying anyone was dishonest. They just didn't disclose any of the serious issues. And, there are far to many of them to ever overcome . We employ quilters....not techie people. There is no way they can understand your system. Just to check an item in takes 13 clicks on multiple screens. It is definitely not geared to the quilt industry. I find it crazy that the system will not allow you to make a fat quarter that can be deducted from inventory. It is in no way intuitive! You expect the store to create spreadsheets to edit dept prices for a sale. One serious issue is that the store has to talk to different tech people every time we call. Why would you not assign a senior tech to handle migration and assign them to the store until the issues are handled. It took a full week for Rain to finally migrate most of our info. There is still info that probably will never work or be migrated. "Rain's integrated Point of Sale and Website make inventory management simple." This is just one of the statements on Rain's web site that is DECEPTIVE and untrue. And, they know their system does not work properly. Answer 10: Our system does work and it looks like in this month (June 2016) alone he processed over $9,000 worth of transactions. For a system that he claims did not work properly he certainly processed a lot of orders. We also built, and took live, a functioning website (which was part of the setup fee he is demanding be refunded) as well as did consultations, trainings, migrations, and technical support. We already discounted him $2,501 for the setup fee due to a specialty promotion for anyone who decided to switch over early and have been discounting him his monthly rate as well for his frustrations with us not having all his “necessary” features.

When the data was exported from their previous provider the Registered Trademark symbol was exported as an icon instead of the trademark symbol code that a database can read. When the data was imported, the icon was not able to be displayed since it was not in a readable format. It was suggested...

that she could either go in the appropriate products and add the Registered Trademark symbol code or we could remove them in bulk. She chose to have them removed. This is in no way reflective of any mis-service as we migrated the data as it was given to us and we followed her instructions on how to proceed when we notified her of the problem. In regards to the contact form not working, it was because her IT individual gave us the incorrect DNS records for their emails, despite our Director of Support’s advice to the client that the records appeared to be incorrect. During this time, all form submissions were accessible within our system so no interruption in business occurred. Please see below for a screenshot of said form submissions: [redacted]. The long wait time on her request was due in part to the nature by which she submitted it. We deeply regret she waited as long as she did however she was welcome to call in for immediate support at any point during that time. We strive to answer all emails within 24 hours however immediate service is available to all of our clients via our phone support. The title of her email was also ‘Contact Us Emails’ so we had no way of immediately knowing it was an urgent request. We answer emails in the order they are received unless we can immediately determine something is time-sensitive. Despite this very unfortunate delay in communication, it does not reflect a breach in contract. When she mentioned submitting a Revdex.com request, she also mentioned contacting her lawyers and pursuing a lawsuit. Our company policy is that when a client threatens a legal action a manager must reach out to them before our Support team can continue communications. This is to ensure the best possible outcome for both parties and had nothing to do with her reaching out to the Revdex.com specifically. In regards to item #2, she mentioned wanting a refund of $1,100 due to our company not providing her with what we told her she would get. She specifically mentions facilitating her shipping needs as well as everything else she needed it to do. When she signed up she asked for dynamic shipping using UPS, we told her that we could support that, and did so, through an integration using a 3rd party service called ShipStation. Over two phone call with our Director of Support it was determined that she would use ShipStation’s integration to generate shipping labels and use her UPS delivery pickup service to ship the items. Our integration with ShipStation, and subsequently other carriers like UPS, completely fulfilled our promise to her of allowing her to ship through UPS. In addition a custom responsive site was completely designed and built for as the following screenshots demonstrate: Screenshot 1: [redacted] Screenshot 2: [redacted] Screenshot 3: [redacted]

When we tried to implement [redacted]'s USPS account into the third party shipping solution ShipStation, it broke. We asked our developers to work on a fix for her, and it has been placed in their active list of tasks. However, due in part to the fact that it is a 3rd party integration, it takes a while....

During this time her salesperson left the company which caused delays and some confusion in communication. We are still willing to fix this for her, and the developers are actively working on a solution; however communication with her has ground to a halt due to this Revdex.com complaint.

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because the response provided from Rain Retail about a couple of issues is completely untrue and incorrect. First, my Registered Trademark Symbol "®" was not ever able to be displayed correctly on my products' titles. I was told (verbally, unfortunately) that there were 2 options that I had - #1. I could leave the symbols as they were (which was not an option for me) or #2. I could remove the symbols entirely. I was not happy at all about having to remove the symbols from my products that our company paid thousands of dollars to have the legal right to display. It was NEVER told to me that they would or even could go in & fix these symbols for me. I've attached back up documentation in the form of emails that show that they are aware of the problem with the Registered Trademark Symbol & that they "submitted a ticket to the technical team so they can correct the symbol that is showing up" (this was on April 19th - before the site went "live"). I was not comfortable taking a site live that could not display our Registered Trademark Symbols. And there is no proof of written or verbal communication of them telling me that they could add these symbols to our products. In fact, Brooke Goulding stated in an email on 4-19-17 that she herself was not able to fix these and that she would keep me updated on this issue. The suggestions that I was provided have already been mentioned above in this paragraph. This is absolutely an example of miss-service because they did not follow my instructions & proceed how I instructed them after they informed me of this problem. Can I please see the backup documentation to this claim? I need to see the proof before I can even begin to accept this statement from Rain Retail as being valid or true.The "Contact Us" form was not a problem that was due to my I.T. guy as Rain Retail is claiming in this response. For Rain Retail to tell me that there was no interruption in my email service is an outright untrue statement. Not only was I not getting my "Contact Us" emails - there was a 2 week span of time that I wasn't getting emails from others as well - vendors, customers, potential customers, and so on. While I can appreciate that they sent a link to the Revdex.com showing my "Contact Us" emails that came through their site, they have no information about all the emails that I did not receive during the 2 1 /2 weeks that our site was live with them. I am more than happy to let the Revdex.com communicate with my I.T. guy directly, if needed, and he can tell you about his version of the email problems. Not once did Rain Retail ever tell me in ANY communication - either written or verbal - that the problem was due to my I.T. guy. In fact, my I.T. guy was the one that was finally able to create a "work around" solution to be able to receive the "Contact Us" emails at all. My I.T. guy asked to see the MX Records & rain would not let him see that. They told him that it was proprietary software & wouldn't let him access the records. If there was a problem with my I.T. guy, then Rain Retail failed to inform me of that. They shouldn't be able to just blame someone else for the problems with their company. The long wait time on my request was due in part to the nature by which she submitted it. WOW! Based on that statement it appears that not only was I unsuccessful at building my own website on their platform but apparently I also was unsuccessful at contacting them in the proper manner. Rain Retail is seriously going to pick apart the "title" of my email as to why they waited until about 50 hours later to contact me on a matter that was marked as "URGENT". I've attached more emails about the "Contact Us" emails not working & how many different people that I communicated with about this issue. First, Brooke Goulding (on 4/24/17 & again on 5/2/17) and secondly to "Support" on 4/24/17 at 6:36 am MDT (Brett Lynch replied on 4/26/17 at 10:22 am MDT - 52 hours later). Brett Lynch closed out my support ticked and deemed my issue as "resolved" on 4/26/17 but the problem still was not fixed. The third person I spoke to was Matthew L** on 4/27/17. He sent me an email with a couple links asking me "Is this a possibility?" I couldn't believe that the website design company - that actually designs their own software & hosts their customer's websites was asking me for suggestions about what the problem could be. Why didn't they ask me if perhaps there was a problem with my I.T. guy if that's what they are claiming was really the source of the problem? On May 2nd I spoke with Matt W[redacted] (this is now the 4th employee at Rain Retail that has been made aware of my serious ongoing problem). He gave me some suggestions to try but they did not work either. On May 3rd, my I.T. guy came up with the "work around" solution for these emails. It was actually my I.T. guy that was able to get the emails to finally come through so I cannot understand how Rain Retail can possibly put my I.T. guy at fault. I went on vacation on May 4th thinking that I would be able to relax. This is when I realized that the emails were only coming through to me but my replies were not going to my customers - instead they were bouncing back to me. I reached out to Matt W[redacted] on May 4th while I was on vacation. He told me that the customer probably entered their email address wrong & that I should call the customer. The following day, May 5th, is when I noticed that the 4 emails that I thought I sent to my customers actually bounced back to me & didn't get sent to the customers. I reached back out to Matt W[redacted] to let him know that I don't think that 4 people entered their email address incorrectly. He replied back to me on May 8th & asked if our IT guy could call to check the MX records again. We facilitated their request because we desperately wanted to get this issue resolved. On the link that Rain Retail provided with the history of my emails - you will be able to notice how many of them are actually "test" emails that are coming from myself, someone else in my company & also Rain Retail's employees.While I was on vacation & my blood pressure was through the roof from all the issues that I was having with Rain Retail, I spoke to Ty C[redacted] (Director of Customer Service Champions) on the phone. He was very apologetic about all the issues we were having & said that he would personally look at our site & make sure that there weren't other things that needed fixing. During this long conversation would have also been a wonderful opportunity for him to tell me about all of the "supposed problems" that my I.T. guy created with the MX records. Nothing was ever mentioned about that to me. Our website had already been live for 2 weeks at this point when I was talking to Ty C[redacted]. He suggested that I should do some training with him so I contacted him as soon as I got back from my vacation - on May 8th. We set up a phone training session for May 9th & he told me that he would only need about 45 minutes of my time. We mostly spoke about my shipping problems - which brings me to the next issue - shipping charges not being calculated properly.When I was initially speaking with Brady J[redacted] in February he assured me that their website e-commerce software would be able to bring in our negotiated rates with UPS. I specifically asked this upfront because this is of the utmost importance to us. It wasn't until I already agreed to have Rain Retail build me a custom website that I found out that their shipping is only with the USPS. On March 22nd is when I reached out to Brooke Goulding about the shipping issues. She replied to me that they use a 3rd party company called Ship Station & that Ship Station works with the carrier and will send the shipping information to their (Rain's) system. I immediately set up an account with Ship Station because I wanted this to be set up before the site went live. Shipping charges need to be able to be calculated correctly or else we lose money. I spoke to Ty C[redacted] about this issue mostly while we were on the phone on May 9th. I contacted Ship Station as he advised me to do. But Ship Station could not help me. They told me that it was actually Rain Retail that should be the one that could help me. The representative at Ship Station told me that they have no knowledge of how Rain's software is set up & that's why they were referring me back to Rain Retail. So, I found myself in the middle of two different companies - each was telling me that it was the other company that needed to help me out. That was not helpful to me. At this point, it appeared that my issues were not going to be fixed anytime soon & I couldn't continue processing orders on a system that I lost money on the shipping charges for every order. A company will go out of business quickly if they lose money on every order that is processed. The Home Page of a custom website was created for us by Rain Retail - as evidenced by the screen shot images that they sent to you. I find it interesting that they didn't send the screen shot of our entire product line that couldn't accommodate our Registered Trademark ® symbol. They also helped with some other areas of the website besides just the home page. What Rain Retail did NOT provide me with was a website that actually worked properly. This is why I am requesting the $1,100.00 refund. I'm trying to be fair here & I'm not asking for a complete refund. I feel that I am being more than fair. I also feel that Rain Retail is attempting to blame my I.T. guy & a 3rd party shipping company for flaws in their own software. They had ample time in the 2 1/2 weeks to tell me that my I.T. guy was the problem but this never happened.I shouldn't have to pay for something that was not delivered correctly. I've attached copies of emails to this rejection for your review. I did receive an email from Ty C[redacted] asking what they could do to improve their service. I think I've already told him both verbally & in writing but I will reply to his email once again. Please do not hesitate to contact me if you have any questions. Thanks in advance for your help in this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Revdex.com response 3-21-17First, let me say that Like Sew called AND emailed me to say they were shutting down my website because I filed a Revdex.com complaint.  I did inform Revdex.com of this, but did not receive a reply.Regardless of what comment a customer makes, Like Sew has a reply which spins the situation in their favor; even if untrue. You can view the same complaints I have with other complaints filed in 2016 and prior from other users.  We can go on back and forth for quite a long time.  Revdex.com forum is merely allowing me as a user of Like Sew’s system to make others aware of their threats, manipulation of the facts and nondisclosure of their staff knowledge contradictions, out of date tutorials and system inabilities. Like Sew does know what their system does and doesn’t do; are fully aware of all these issues upon signing which should be disclosed to the user. They cause nothing but frustration and hours of research to justify a reply to a complaint.Like Sew had shut down my website in January (just weeks after a horrific launch) because Amber said I owed them money.  No phone call; no email. They just simply shut my site down. Again, Like Sew does whatever they want to do and don’t care about their customer or the legal ramifications.  Like Sew also told me if they even had a “whiff” that I would pursue legal action, they would immediately shut me down. This policy information came from the Director of Support, Ty C[redacted].  Also ticket#[redacted] from Ty C[redacted]: As per our conversation over the phone, your website has been shut down..” has also mysteriously disappeared from Like Sew/s support system on my activity tab.  And then there are these threats:Ty C[redacted] (Website Support) Mar 3, 4:48 PM MST [redacted], This email is to confirm our company policy described to you over the phone today, March 03 2017. Due to your Revdex.com complaint against us and the request for a "Full refund and acknowledgement to their potential users that their system has so many flaws that no one else will be duped by this company" we officially present you with two options. The first is to fully revoke the Revdex.com complaint against the business. If you comply, your service will remain uninterrupted. The second option is to continue with the Revdex.com complaint, in which case we'll have to discontinue your service at the end of the agreed billing cycle (April 1st, 2017). That means the service, as well as any access to the system or data, will end on that date and to restart with us the full setup price will need to be renewed. Thanks, Ty C[redacted] | Director of Support And another threat on March 6:Ty C[redacted] (Website Support) Mar 6, 7:27 AM MST [redacted], “ .. I am sending this to you as an official notification of your pending end of service. If we do not hear from you by 6pm MST today and your Revdex.com Complain has not officially been withdrawn we will have no choice but to end your service immediately.” PAYPAL AND AUTHORIZE.NETAgain, had Like Sew divulged there was an issue with authorize.net prior to launch, we could have known a critical feature of their system was not functional.  When you become a use of Like Sew, they are responsible for the set up and ultimately, the ability that payment processing works – not me.  This is a responsibility of  any website builder. The odd thing is Like Sew claims it works for hundred of their users. If they have done hundreds of authorize.net setups, all they should need to do is look at the set ups for one or two of their users; then see what’s configured on their accounts vs. my non-working authorize.net settings. It has taken months without the ability to process credit cards other than through Paypal. And, they set that processing information as [email protected]; not [email protected].  Again, they did not test or confirm the settings input to their system were correct prior to the launch. My merchant rate with authorize.net is far less than Paypal.  Like Sew costs me money on every sale because the gateway doesn’t work. There was no ability as a user to test the functionality of this feature before the launch.  The statement by Like Sew that there was a error on my authorize.net account that could only be fixed by the 3rd party software company is ludicrous. I did speak with authorize.net. I gave all the information I have emails and recall conversations where Like Sew had my login info and accessed my account themselves.  There was a ticket opened regarding the authorize.net issue #[redacted] [Website Support] Pending request: Compensation - [redacted] - [redacted] Feb 3, 11:24 AM MST Ty: I called authorize.net and they told me it's the login ID,not the transaction key that's incorrect. Rodney updated the transaction key on 1-30-17. You need to check the login ID you had set up on my account prior to migration. Attached is the transcript from Authorize.net which explains what needs to be corrected. thanks..[redacted] Attachment(s) 2017 AUTHORIZE-NET LOGIN ID NOT CONFIGURED BY LIKE SEW PROPERLY.docx  From Brian S[redacted] December 29, 2016 12:46 Authorize.NET and PayPal have both been set up and will be ready to use when you make the switch. I  submitted this ticket under [redacted] January 31, 2017 19:45 Please sent status update Wednesday morning. No credit card processing since site went live on January 6. Only found out because a customer called today asking why she couldn't check out. That explains my mere 2 sales for the month. Thanks. [redacted] From Ty C[redacted] February 02, 2017 16:49 This request was closed and merged into request #[redacted] . This ticket #[redacted] does not exist in Like Sew’s (Rain Retail)  support tickets .and has mysteriously disappeared. I also submitted ticket#[redacted] for the same issueDYNAMIC SHIPPINGLike Sew doesn’t know what dynamic shipping means. Dynamic shipping is where the cost of shipping is based on the weight, dimensions of the box, and final destination. This is the industry standard for shipping used by both FedEx and UPS and USPS.  There are no dynamic methods in their system.  Flat rate shipping or free shipping over a certain amount is not dynamic shipping.  Their limited shipping methodology does not work for my shop because we carry lightweight (cotton) midweight(flannel) and heavyweight(fleece)  What you can ship in a flat rate envelope works for a quilt store selling cotton but not a fabric store such as mine. Not even one yard of fleece will fit in a flat rate envelope.  While dynamic shipping was not an option at the time I signed up in 2014, I do have emails supporting my conversations regarding dynamic shipping indicating it was going in to place months prior to my website launch in January 2017. And, if ShipStation was a known issue in 2016, Like Sew should have divulged this information prior to them having me set up, provide them with the user keys for ShipStation and pay for a ShipStation account.[redacted] Feb 4, 5:45 PM MST hi Ty: since Like Sew cannot handle dynamic shipping, and authorize.net does not work, I will need you to show me how to adjust the shipping on an order so I can either refund/make a money request for the difference manually thru Paypal. Does your system allow a manual adjustment of an order for Website orders? Since I sell both cotton and fleece, by weight or by sales total don't work for my website. Cotton is light and can be shipped in a small box/envelope. Fleece must be boxed and dimensional weight needs to be calculated manually since ShipStation can't integrate with authorize.net and you're scrapping that shipping program entirely. So cotton orders may be overcharged shipping (v. actual) and fleece orders most likely will be undercharge shipping(vs. actual FedEx) thanks [redacted] TOTALS NOT CORRECTLike Sew does not consistently open a ticket for every issue.  Many they address in direct email. I have dozens of emails from them which are not converted into a ticket. Second, when you talk to tech support, not all techs are knowledgeable about their own system. You can ask two different techs the same question and get two different answers. Their self help support resources are outdated and not useful at all. Andy Wheeler at Like Sew agreed their tutorials are out of date.   I did submit a ticket for this issue, #[redacted] and their was ticket #[redacted] Here is the email sent to [redacted] from Ty C[redacted] (Website Support) Mar 10, 7:58 AM MST Hello, I'm creating this email to let you know I've sent this issue to our database specialists. Our team works hard to resolve all issues as quickly as possible, and we appreciate your patience as we work to resolve this for you. As soon as the issue has been resolved you'll be notified here. Please note that when a ticket is sent to our development team we no longer can see any updates or further responses from you. If you would like a status update on your ticket, or have any other information to add please give us a call and we'll be happy to help! Otherwise any new issues or questions should be resolved by giving our support team a call at 877.909.6699 or through a new ticket by emailing us at [email protected].. Thank you and have a great day! Thanks, Ty C[redacted] | Director of Support Rain/LikeSew | (877) 909-6699 Please note, to ensure the highest level of service to our customers we encourage additional questions/concerns to be submitted in new tickets once the original ticket has been deemed 'Solved'. This allows us to more efficiently answer questions, track problems, and reduce response times. Replies to solved tickets may result in delayed response times. To check on the status of this or any other ticket you've submitted please log into our new Customer Dashboard.
Sincerely,
[redacted]