Artrageous Embroidery

The customer did not provide accurate or truthful information regarding their transaction.The customer originally emailed us a list of shirts to be ordered with printing along with a design from another site which DID NOT indicate at any time that printing was supposed to be done “on a pocket”.After
receiving our price quotation the customer then decided to indicate “printing on pocket”, however, what is important is that we then had a telephone conversation with the customer to discuss all of the issues with the costs including that she originally also wanted to consider printing on tote bagsThe telephone discussion centered on the various changes and costs which would be incurred to have different prints requiring different screens which would cost extra.All along the customer insisted that “we use our best judgment”, and we explained that printing on different items with pockets, without pockets or on tote bags, all would require extra costs and the customer just reiterated that she did not want to spend extra for different screensSo she elected to not even order the tote bags and agreed to the pricing which was in our estimate without any changes.There is absolutely nothing wrong with the printing we provided, printing above a pocket is and customary and DOES NOT cost extra when having an order combined with items which do not have pockets at all“Using our best judgment” means exactly that, we worked in the best interest of the customer to provide them a product in accordance with our estimate (for all the products in the order), which WOULD NOT cost the customer anything additional from what was quotedNow after that fact, we are berated and criticized for “using our best judgment”Sorry, the customer cannot have it both ways.There is nothing more we can offerThe customer was given a full explanation of what we were going to do prior to making the purchase and agreed that we needed to keep the costs down and did not want to pay extra for any special printing or changes AND insisted several times in writing that we should “use our best judgment”, there is absolutely nothing wrong with our customer service or the products we provided.Respectfully,Artrageous Embroidery

We received another response on this matter and we have nothing further to add.  Our first response is true, accurate and complete; we stand by our statements.There is nothing more we are going to discuss or offer on this matter.Thanks, [redacted] ARTRAGEOUS EMBROIDERY & SCREENPRINTINGCustom Embroidery and Printing of Sportswear, Apparel, Uniforms & Accessories

We are sorry for the delay.  We completely disagree for the response below.  The reason why I'm asking Revdex.com to get involved in this matter is that.  We at no time agreed to have printing done before or after our quotation.  This is the first time we are hearing that the quote was not for printing on the pocket of the t-shirts that we ordered.  We where shocked when we opened up the box and saw the big print above the pocket.  We immediately called the company and asked for [redacted] to call us.  It was the day before Thanksgiving and so we waited to hear back from the company.   By Monday we still didn't hear back so we e-mailed the company and said someone must have made a mistake because the lettering is large and above the pocket.  We asked for [redacted] to re-print the long and short sleeve pocket t-shirts so the print was on the pocket because it was not right.  He kept avoiding the question and said that he thought the shirts where fine and that the printing above the pocket is what we asked for.  He at no time tried to resolve that matter.  We are upset about the way the shirts are miss printed -above the pocket in a large size print.  We ordered these shirts for our company we ordered professional pocketed t-shirts with small print on the pocket.  This is the first I'm hearing about the quote being for not of the pocket printing.  Before we made the official order for the shirts we did ask about some bags and sent a designed bag(s) for printing to see if we liked the 2 bags we wanted to get the two bags and then see if we liked them so we could place another larger order to give the bags out as gifts for the holidays and in the Summer time to our customers.  Larry and I had a conversation about the printing of the bags that he could not print on the bottom of the bags like I designed and explained that it was cost a lot of money to just print and set-up a screen for those 2 bags.  We decided to just get the shirts and then talk more about the bags later after we received our shirts.  I explained to [redacted] before this conversation about the bags that I spent several days and hours designing the shirts on the website that he said he did all the printing for and that he could use that design.  I was concerned about the sizes of the logos and print that is why I asked [redacted] to use his best judgement I even told him that if you had to take the sun logo off the front pocket and use the motor instead that was not an issue.  I explained that I do webdesign and worked to a Market Research company designing on 8 1/2 x 11 paper.  That is why I kept saying use your best judgement for the logo and print size and placement on the pocket.  I wanted the shirts to look professional for our business speaking to [redacted] he assured me that he would do just that put the small print on the pocket.  I can't believe that he would say that after the quote I would want the lettering off the pocket in big print above it.  After contacted [redacted] and said their was a mistake - he continued to say that he did nothing wrong and I wanted the print that way.  He said other people have pocket shirts with printing above it.  THAT'S NOT WHAT WE WANT OR ORDERED.  He kept saying that he was right - and not once offered to re-print or do anything to make it right!  That is why I contacted the Revdex.com for a resolution.  We never berated or criticized you or your company.  The sweatshirts look nice but the pocket shirts are not printed on the pocket in smaller print.  Maybe it is easier or cheaper to just print above the pocket but that is not the way we asked for it to be at anytime in our conversation(s) or e-mails.

The information contained in the complaint is not accurate.  In our initial estimate we did not specifically quote a Gildan shirt, however, the customer requested Gildan shirts which initially we thought were going to be fine.The Gildan shirt in question is style 5000 which is currently a 5.3...

ounce shirt, not 5.5 ounce.  The shirt style generally in the industry is referred to as a 5 1/2 ounce, but like everything else manufacturers are cutting costs in various ways.Gildan® - Heavy Cotton™ 100% Cotton T-Shirt. 50005.3-ounce, 100% cotton99/1 cotton/poly (Ash)90/10 cotton/poly (Sport Grey, Antique Cherry Red, Antique Irish Green, Antique Jade Dome, Antique Orange, Antique Sapphire)50/50 cotton/poly (Blackberry, Dark Heather, Heather Military Green, Heather Red, Heathered Sapphire, Lilac, Russet, Sunset, Tweed, Safety Green, Safety Orange)Seamless double-needle 7/8" collarDouble-needle sleeves and hemTaped neck and shouldersAdult Sizes: S-3XLPort & Company® - 5.4-oz 100% Cotton T-Shirt. PC54An indispensable t-shirt in our classic silhouette—with a very friendly price.5.4-ounce, 100% cotton90/10 cotton/poly (Athletic Heather)50/50 cotton/poly (Neon Blue, Neon Green, Neon Orange, Neon Pink, Neon Yellow, Dark Heather Grey, Heather Athletic Maroon, Heather Purple, Heather Navy, Heather Red, Heather Royal, Heather Sangria, Heather Dark Chocolate Brown)98/2 cotton/poly (Ash)Tag-free labelAdult Sizes: S-4XLThe color requested was grey, all shirts listed as 100% cotton have a disclaimer by the manufacturer regarding certain colors.  Grey shirts are always designated as 90/10 cotton/poly, not 100% cotton.The customer requested shirts in various quantities up to size 4XL, unfortunately that size has never been listed as available from Gildan in that style.  In accordance with our published terms and conditions, we substituted a shirt style of Equal and Better quality.The shirt provided in the proper sizes and color was the Port and Company PC54.The PC54 is a better quality shirt in all categories:1) PC54 5.4 ounce fabric vs Gildan 5.3 ounce fabric2) PC54 90/10 in the color grey vs Gildan 90/10 in the color of grey3) PC54 has sizes up to 4XL vs Gildan sizes up to 3XL4) PC54 is an upgraded tagless t-shirt vs Gildan which is not tagless.There is absolutely nothing wrong with the service, shirts or the products provided.  In order to satisfy the customers shirt pricing, color and size requirements we acted professionally by supplying a product of equal and better value.The customer reviewed and approved all artwork in writing prior to production.  The artwork printed on the shirts is exactly as reviewed and approved by the customer.We made no mistakes and there is nothing to correct, the customer received an order which expressly met our terms and conditions and satisfied all of the customers requirements.Thanks, Artrageous EmbroideryARTRAGEOUS EMBROIDERY & SCREENPRINTINGCustom Embroidery and Printing of Sportswear, Apparel, Uniforms & Accessories

The customer did not provide accurate or truthful information regarding their transaction.
Yes, we are well aware of the customers MARINE CORPS UNIT, he has relentlessly paraded the issue into every part of this transaction. For years, our business offers embroidery and printing services to every...

branch of the Military and deployed units all over the world, and we appreciate their service. We offer upfront discounts and free services for Military personnel and units which is clearly itemized in our estimates. However, the customer has consistently gone over and beyond the emphasis on his Marine Corp Unit, to the extent that he wanted further discounts above and beyond what we offer, he wanted rush order service for free, he wanted expedited shipping services to Japan for free, he wanted, he wanted, he wanted. We have never dealt with anyone in the Military who so blatantly flaunted the need for military discounts above and beyond what is already graciously offered. Having to repeatedly say, “No.”, is not poor customer service!
The only reason this order took as long as it did was due to the customers delay in making decisions and providing credit card payments that were repeatedly declined. The customer took weeks to make decisions which resulted in certain sizes of products being out-of-stock/backordered, but we advised him of such and processed a refund in a timely manner.
The customer was provided with production timing estimates, which are NOT guaranteed, but the customer failed to take into consideration that shipping times to overseas APO/FPO destinations takes weeks, not days, and due to security measures instituted between the US Military and the US Postal service no tracking or shipping information is made available. This is something that is beyond our control and we made the customer aware of this from the outset, but he chose to ignore that information as well. Once again, having to repeatedly say, “No.” or “we do not have any tracking information”, is not poor customer service!
The customer did not follow any of our guidelines for artwork preparation or submission. We are not responsible for ANY errors or omissions due to customer supplied artwork. We DO NOT edit artwork, we DO NOT alter artwork, we DO NOT correct artwork, we DO NOT color adjust artwork. Whatever the customer provides is what gets printed. Our website and email correspondence clearly outlines what to and what not to do, and the artwork supplied was not professional, was not prepared properly and contained many “graphic cheats”, which are sloppy methods for attempting to hide mistakes which never work properly.
There is nothing more we can offer. The customer was irresponsible, unreasonable and ignorant of the timing and shipping requirements for an overseas order, there is absolutely nothing wrong with our customer service.
Respectfully,
Artrageous Embroidery

Review: I ordered shirts for my Marine Corps Unit that was coming home from a deployment and the customer service I received was poor at best. Larry, was always short with me when I had any concerns or questions and then refused to show me confirmation of shipment for my order which too far too long to get here to my Marines. He waited to the day before he was supposed to ship the shirts to let me know he wouldn't have some of the shirts due to sizes which could have been established weeks ahead. Then when I asked for a refund he said he'd get it right to me but took me reminding him week after week before he finally decided to refund me for those shirts he did not order. But most importantly, he did not print the logo I sent him, the artwork was altered in design and did not look as professional as I had sent it to him. I contacted him about it and he never contacted me back. Every Marine noticed it. The poor customer service and unwillingness to correct what he wronged is wrong! I do not recommend his services at all.Desired Settlement: It would be most professional for Larry to partially refund for the logo design error he made on every shirt I ordered as well as the unprofessional customer service he gave regarding this order overall.

Business

Response:

The customer did not provide accurate or truthful information regarding their transaction.

Yes, we are well aware of the customers MARINE CORPS UNIT, he has relentlessly paraded the issue into every part of this transaction. For years, our business offers embroidery and printing services to every branch of the Military and deployed units all over the world, and we appreciate their service. We offer upfront discounts and free services for Military personnel and units which is clearly itemized in our estimates. However, the customer has consistently gone over and beyond the emphasis on his Marine Corp Unit, to the extent that he wanted further discounts above and beyond what we offer, he wanted rush order service for free, he wanted expedited shipping services to Japan for free, he wanted, he wanted, he wanted. We have never dealt with anyone in the Military who so blatantly flaunted the need for military discounts above and beyond what is already graciously offered. Having to repeatedly say, “No.”, is not poor customer service!

The only reason this order took as long as it did was due to the customers delay in making decisions and providing credit card payments that were repeatedly declined. The customer took weeks to make decisions which resulted in certain sizes of products being out-of-stock/backordered, but we advised him of such and processed a refund in a timely manner.

The customer was provided with production timing estimates, which are NOT guaranteed, but the customer failed to take into consideration that shipping times to overseas APO/FPO destinations takes weeks, not days, and due to security measures instituted between the US Military and the US Postal service no tracking or shipping information is made available. This is something that is beyond our control and we made the customer aware of this from the outset, but he chose to ignore that information as well. Once again, having to repeatedly say, “No.” or “we do not have any tracking information”, is not poor customer service!

The customer did not follow any of our guidelines for artwork preparation or submission. We are not responsible for ANY errors or omissions due to customer supplied artwork. We DO NOT edit artwork, we DO NOT alter artwork, we DO NOT correct artwork, we DO NOT color adjust artwork. Whatever the customer provides is what gets printed. Our website and email correspondence clearly outlines what to and what not to do, and the artwork supplied was not professional, was not prepared properly and contained many “graphic cheats”, which are sloppy methods for attempting to hide mistakes which never work properly.

There is nothing more we can offer. The customer was irresponsible, unreasonable and ignorant of the timing and shipping requirements for an overseas order, there is absolutely nothing wrong with our customer service.

Respectfully,

Artrageous Embroidery

Review: Sent an e-mail of the layout of the tee-shirts to service. This e-mail shows small print on the pocket and specific instruction to use your judgement to make the lettering on the front smaller to fit on the tee-shirt pocket. Ordered more expensive Glidan "POCKET" Tee-shirts. Received the tee-shirts with the Printing instead above the pocket in a bigger letters that would not fit on the pocket. Contacted [redacted] at Artrageous via e-mail explaining there someone messed up the order. He said that it would have been more money to print on the pocket and that the set-up was for the sweatshirts and hoodies we ordered. If he would have said that the tee shirts would not be printed on the pocket I would not have bought them! Or I would have not bought POCKET tee shirts which are more expensive. We don't like the shirts the print is not on the POCKET and too big. We asked him to re-print the shirts and he is stating that he did nothing wrong.Desired Settlement: Re-print the "POCKET" tee-shirts with the text made smaller to fit on the POCKET as originally e-mailed to service. Or refund the money for the POCKET TEE SHIRTS and printing!

Business

Response:

The customer did not provide accurate or truthful information regarding their transaction.The customer originally emailed us a list of shirts to be ordered with printing along with a design from another site which DID NOT indicate at any time that printing was supposed to be done “on a pocket”.After receiving our price quotation the customer then decided to indicate “printing on pocket”, however, what is important is that we then had a telephone conversation with the customer to discuss all of the issues with the costs including that she originally also wanted to consider printing on tote bags. The telephone discussion centered on the various changes and costs which would be incurred to have different prints requiring different screens which would cost extra.All along the customer insisted that “we use our best judgment”, and we explained that printing on different items with pockets, without pockets or on tote bags, all would require extra costs and the customer just reiterated that she did not want to spend extra for different screens. So she elected to not even order the tote bags and agreed to the pricing which was in our estimate without any changes.There is absolutely nothing wrong with the printing we provided, printing above a pocket is normal and customary and DOES NOT cost extra when having an order combined with items which do not have pockets at all. “Using our best judgment” means exactly that, we worked in the best interest of the customer to provide them a product in accordance with our estimate (for all the products in the order), which WOULD NOT cost the customer anything additional from what was quoted. Now after that fact, we are berated and criticized for “using our best judgment”. Sorry, the customer cannot have it both ways.There is nothing more we can offer. The customer was given a full explanation of what we were going to do prior to making the purchase and agreed that we needed to keep the costs down and did not want to pay extra for any special printing or changes AND insisted several times in writing that we should “use our best judgment”, there is absolutely nothing wrong with our customer service or the products we provided.Respectfully,Artrageous Embroidery

Consumer

Response:

We are sorry for the delay. We completely disagree for the response below. The reason why I'm asking Revdex.com to get involved in this matter is that. We at no time agreed to have printing done before or after our quotation. This is the first time we are hearing that the quote was not for printing on the pocket of the t-shirts that we ordered. We where shocked when we opened up the box and saw the big print above the pocket. We immediately called the company and asked for [redacted] to call us. It was the day before Thanksgiving and so we waited to hear back from the company. By Monday we still didn't hear back so we e-mailed the company and said someone must have made a mistake because the lettering is large and above the pocket. We asked for [redacted] to re-print the long and short sleeve pocket t-shirts so the print was on the pocket because it was not right. He kept avoiding the question and said that he thought the shirts where fine and that the printing above the pocket is what we asked for. He at no time tried to resolve that matter. We are upset about the way the shirts are miss printed -above the pocket in a large size print. We ordered these shirts for our company we ordered professional pocketed t-shirts with small print on the pocket. This is the first I'm hearing about the quote being for not of the pocket printing. Before we made the official order for the shirts we did ask about some bags and sent a designed bag(s) for printing to see if we liked the 2 bags we wanted to get the two bags and then see if we liked them so we could place another larger order to give the bags out as gifts for the holidays and in the Summer time to our customers. Larry and I had a conversation about the printing of the bags that he could not print on the bottom of the bags like I designed and explained that it was cost a lot of money to just print and set-up a screen for those 2 bags. We decided to just get the shirts and then talk more about the bags later after we received our shirts. I explained to [redacted] before this conversation about the bags that I spent several days and hours designing the shirts on the website that he said he did all the printing for and that he could use that design. I was concerned about the sizes of the logos and print that is why I asked [redacted] to use his best judgement I even told him that if you had to take the sun logo off the front pocket and use the motor instead that was not an issue. I explained that I do webdesign and worked to a Market Research company designing on 8 1/2 x 11 paper. That is why I kept saying use your best judgement for the logo and print size and placement on the pocket. I wanted the shirts to look professional for our business speaking to [redacted] he assured me that he would do just that put the small print on the pocket. I can't believe that he would say that after the quote I would want the lettering off the pocket in big print above it. After contacted [redacted] and said their was a mistake - he continued to say that he did nothing wrong and I wanted the print that way. He said other people have pocket shirts with printing above it. THAT'S NOT WHAT WE WANT OR ORDERED. He kept saying that he was right - and not once offered to re-print or do anything to make it right! That is why I contacted the Revdex.com for a resolution. We never berated or criticized you or your company. The sweatshirts look nice but the pocket shirts are not printed on the pocket in smaller print. Maybe it is easier or cheaper to just print above the pocket but that is not the way we asked for it to be at anytime in our conversation(s) or e-mails.

Business

Response:

We received another response on this matter and we have nothing further to add. Our first response is true, accurate and complete; we stand by our statements.

Review: Company quoted sales of merchandise 100% cotton 5.5 oz Gilda brand t shirts via email correspondence. Shirts delivered were 90% cotton 10% poly 5.4 oz and c port brand. Quality of work extremely poor. Customer service continuously lied about product. Company paid in full. Company will not correct mistake or refund money for product that was not quoted correctly.Desired Settlement: Company was not honest about their product. I would like a billing adjustment or full refund for products ordered that were not the same product that was delivered.

Business

Response:

The information contained in the complaint is not accurate. In our initial estimate we did not specifically quote a Gildan shirt, however, the customer requested Gildan shirts which initially we thought were going to be fine.