AMR Designs

Initial Business Response /* (1000, 8, 2016/02/20) */
Customer did order rhinestones to be applied on various areas of daughter's letterman jacket including the year patch. We rhinestoned the letter instead of the year patch by mistake. All other areas were rhinestoned as ordered on design sheet....

Error was noted and customer was told we would stone the year as ordered. Customer was insistent that both were to be stoned as ordered. Explained only the year patch was ordered with stones. Went over invoice and design sheet with customer (both of which were signed by customer and daughter). Customer asked how much to rhinestone additional patch. Said I would charge same price as year even though letter was more since it was our error. Customer agreed.
Customer was not happy with time frame for completing additional stoning. Customer wanted same day service. Explained I preferred at least one full day so that glue can dry completely and we can recheck it. Asked if jacket could be dropped off Friday so that work could be done over weekend. Customer wanted daughter to wear her jacket that day. Became upset we were not open that Saturday, wanted me to come in to meet her. I stated I was not available that day. Customer then asked if it could be done after season ended. I told her that would not be a problem. Customer stated she would do that plus add on additional embroidery daughter wanted.
Customer again began to discuss how upset she was because letter was rhinestoned. I explained if she did not like the stones on the letter we could replace the letter. She stated she did not want the jacket ruined by us taking off the letter. I explained that the jacket would not be ruined at all. We remove patches from the wool all the time. There was never a discussion to remove the stones. This would be nearly impossible to do. If we tried to remove them, the letter would definitely be ruined. I knew that I could purchase another letter from the school and have it replaced on the customer's jacket without any rhinestones on it. Customer became upset with this offer, said she would place a bad review of my business on Yelp, and hung up.
I am willing to refund the customer for the rhinestoning of the year patch, since it was our error by not doing it. And I can replace the letter and soccer emblem sewn on it without ruining the jacket. Our time frame will be depending on when I can get the letter from the school, receiving the jacket back from the customer, and our sewing schedule (we do not have a seamstress on duty every day). But we can definitely make the order a priority to fix this for the customer. We take pride in the work we do and want to make sure our customers are happy with the product and the service we offer.
Initial Consumer Rebuttal /* (3000, 11, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I picked up the jacket, I immediately realized the year patch that I ordered to have rhinestones on it was not done. I brought it to the attention of the employee and after he confirmed my order, he immediately wanted to take the jacket back to finish the work. I was already receiving the jacket late,as it was promised the week before so I asked if I could drop the jacket off on a Saturday when they were open and pick it up the Monday that followed. He said that would work. He said they were closed that upcoming Saturday, but would be open the following Saturday and I told him I would be back then. He said, "No problem". That was my ONLY CONCERN and I left.
The next day, I wanted to explain the situation with the owner so she was aware of the arrangement so I could ensure my concern was going to be taken care of and I would receive the jacket back as discussed with the employee the day before. The owner, [redacted] stated what I had discussed with the employee the day before would not work out and that she needed more than the weekend to add the stones. Previously, [redacted] told me it only took a day or so for stones to set so I felt she was just not being difficult. I then said I would just wait for soccer season to end to take the jacket in for the work. I had additional work I wanted done, so I was fine with waiting.
At that point, [redacted] began to go over my order and asked how much I was charged for the rhinestones on the year patch.Then she began to say there was going to be an additional charge for the rhinestones on the year patch.When I questioned her logic, she quickly stated otherwise, she could remove the patch she accidentally stoned and replace it with a new one that she would need to order.
Ultimately,I was upset and questioned her thinking. So, since I did not want to pay for the year patch again, she would REMOVE the stones she accidentally placed along with the patch I brought in and pay a company to replace it,rather than just place the stones on the year patch as I was requesting. I NEVER complained about the letter being decorated with rhinestones. We purchase lots of rhinestones because we like them.
In this complaint NEVER I complain about extra rhinestones anywhere on the jacket.For Ann Marie to say this is either her misunderstanding or just plainly inaccurate. MY ONLY COMPLAINT ever was that she did not place rhinestones on the year patch and when I addressed it, she made an issue out of the other patch being stoned. She wanted to be paid for the rhinestones or have them removed.
My complaint to Revdex.com only addressed the RHINESTONES not being placed on the jacket as well and that I want a refund for that. I am not asking for anything else at this point. It is more the principal than the money. I do not trust her with the jacket her on out. PLEASE refund my credit card for the service I ordered and did not receive ($20 plus tax). I would have been happy customer had [redacted] asked me to bring the jacket in to put stones on the year patch and that is all. I would have returned as planned for additional services as well. She would not have brought up removing the other rhinestones with the patch since she was not paid for them or to reorder a patch. Please refund my credit card on file that was used as payment.
If my credit card can be refunded $20 plus tax, I will consider this complaint resolved.
Final Consumer Response /* (2000, 22, 2016/03/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund can be sent to [redacted]
Address is [redacted] Way, Chino Hills, Ca XXXXX
Thank you
Final Business Response /* (1000, 20, 2016/03/30) */
A customer refund for $21.60 ($20 for services plus tax) will be processed by our company, however we do not keep credit card information on file nor do we have the customer's address. We will need a way to send a check to the customer. Any help in this matter is appreciated.