Backdrop Outlet

a refund has been processed 
there is a production time on all the printed backdrops we sell but we are always happy to rush them if it is noted on the order

The order was canceled and refunded prior to this complaint being filed

The last part of this order shipped on 2/6/14

the order was delivered 1/2/15 [redacted]

Revdex.com:
The owner refunded my money on Jan 23rd, 2016 after almost 2 months of waiting and  poorly communication.  However, I am glad that they gave me back  my money and try to resold the problem in a...

professional way at the end.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Feb 8th, 2016
[redacted]

Backdrop Outlet charged my credit card immediately for an order, then a full week later they notified me that they were out of stock and said it could take weeks before they'd get the item. That meant it could take an additional 3 to 4 weeks before I would receive it -- totaling 6 to 7 weeks after my credit card had been charged. I cancelled the order and was told that the refund would be credited to my credit card. It is 6 weeks since that promise was made and the charge is still on my credit card.
In the meantime I had ordered 2 other items. It is now one month later and that merchandise has NOT been received. I emailed and called. The items haven't even been shipped yet. Again they are out of stock and don't expect to have them in stock for an additional 2 to 4 weeks totaling 6 to 8 weeks for me to receive the order. So, I cancelled that order too, and have been promised a refund, but now I am extremely worried, since the previous refund was promised and has not materialized.
I just want to warn customers who are thinking of ordering from Backdrop Outlet. I sure wish I had checked their Revdex.com rating before I had ordered because there are a lot of negative reviews for this business! I'll sure check Revdex.com in the future.

The  refund was processed today

$378.00 was refunded on jan 30th

Review: I ordered 3 candystick backdrops from the company on May 6, 2013. The website said that they are custom made after ordered and could take 14-21 days. On June 3, I called the company because the order status said it was still backordered. The woman on the phone told me that they could take 4-6 weeks, regardless of what it said on the website. She also offered to upgrade me to a different material that may come quicker but would cost me over $50 more dollars. I have already spent $180 and do not want to spend more for something ordered a month ago. She put a rush on my order. I called again June 25 because the status still said backordered and I was now at 7 weeks, after being told 4-6. A man answered and said that the printer broke and that it would be sent the week of July 4. He also offered me the same upgrade for more money, but the material is not what I need and not helpful at this point. I still do not want to spend more money, I just want my order. It is now July 9 and it has still not been shipped.Desired Settlement: I really just want what I paid for. A refund for shipping would be nice also since it has been over 2 months and still not shipped.

Business

Response:

The order is getting printed . the printer had been down so there was an extended delay .

Review: I've made 3 different orders from this company. All have been either never been delivered, delivered with missing pieces, or shipped to the wrong location. I am a 20 minute drive from the warehouse, but they don't offer a "pick up" option under shipping methods.

My first order was for a hand painted 10'x10' hand painted muslin. Their website says it is a 3-4 week production time and delivery within 1 week after that. I am now 14 weeks after the order and not only has my order not yet been fulfilled, but they have removed the order records from my profile on the website. Numerous calls to the Customer Service line have yielded no results or eta on delivery. Two e-mails to the customer service account have gone unanswered. Second e-mail was sent last week, automated reply says I should hear back within 24-48 hours. Its been 7 days and still no word. 3rd e-mail was sent this morning but I'm not very hopefully that I will get a reply.

Backdrop outlet has not contacted me on their own to inform me that there is any issue with this order, why the order is taking so long, why I haven't seen it yet, or any other customary information to inform me as to the continued status of my product. Order Number: [redacted]Desired Settlement: My first choice would be to actually receive the item I ordered more than 3 months ago. If that cannot be achieved in a reasonable time frame (by July 18th) then I would like to cancel the order and receive a full refund.

Business

Response:

order was canceled and refunded

Review: I placed my original order on 1-2-14 online. I ordered 4 vinyl backgrounds, 2 solid and 2 scenic. I did not receive my scenic backgrounds, which according to their website it takes about 14 days for production. That is not true, the product is coming from China. When I called to check on my order that's what I was told and they should be here in another week. Another week went by and no order. I called them again an I was told that my items were discontinued and they had not got around to notifying me. If I had not called again, they would not have notified me. I spoke with a customer service rep named [redacted], she told me what they had in stock and what was available locally. I changed my order from vinyl to titanium cloth; they had nothing in stock comparable to my original order, wanting to close this transaction I chose 1 background they had in stock and another that she assured me would ship no later than the next day. I received the item in stock in a few days. I called back to check on the other item and was told that it was in the 7 - 14 day production time, printing ink on cloth should not take this long, this is ridiculous and unacceptable in 2014. We can perform a heart transplant in less time then they take to put ink on material. I was told to check back again on my order. I have been given the run around dealing with this company. They sell items that they don't have in stock and can't deliver in a timely manner. They don't use a secure service for credit card purchases, they try to sell you a higher price item when yours is not in stock, the website does not update your order status. They don't like giving refunds from everything I have read about their business practices. I have ordered many items online and this is the worst experience I have had.Desired Settlement: I would like to be told the truth about my order status and what you can and cannot deliver. I still want the product and I feel they should offer me some kind product compensation and next day delivery for my troubles; I have had to change plans for scheduled photo shoots because I didn't have these backgrounds. If you can't promptly deliver my product, promptly give me a refund. I don't want to wait 14 days for a refund.

Business

Response:

I show all items on this order have shipped .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9915846, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have received the final shipment on 2-18-14. The backdrop that was sent to me does not look like the product I ordered. The color scheme was very different from what was shown on the website. I have called the company and they told me to send them a picture of the product shipped to me. I will be sending them a picture of what was shipped.

Regards,

Business

Response:

The last part of this order shipped on 2/6/14

Review: I cancelled an order over 3 months ago and was told I would be refunded the amount charged for that order ($188.79). I contacted the company each month by phone and email to let them know that I had not yet received my refund. I got the same response each time that they will pass the information to a supervisor and assured me that I will then get my refund and each time it didn't happen. My credit card was charged on September 12, 2014 and have since been paying interest on this purchase that was cancelled over 3 months ago. One month after ordering they called me to let me know shipping was going to cost more and they wanted approval for added cost. I cancelled the order for 2 reasons: one, it had taken a whole month for them to even get ready to ship, and second, it was going to cost more to ship. My order was cancelled, but no refund was made.Desired Settlement: Backdropoutlet.com should not only refund me for my cancelled order, but also refund me the interest I paid for their mistake to not refund me in a timely manner ($188.79 + $6.94 interest).

Business

Response:

This order has been fully refunded we can not refund more than the order total

Review: I ordered product and a catalog (which they charge $10 for). Received part of my product damaged and never received the catalog. I have been trying to get a RMA on the damaged item and get credit back on the catalog. Backdrop sent a shipping tag to send damaged item back but it did not cover the full cost of shipping. Shipping tag was for $20 and [redacted] says it cost $96.03 to ship it. I worked with them for many weeks to get to this point. They do not let to respond to emails or follow through on their calls.

At this point I want t shipping tag to send all the items back (they have not been used) and a full refund including shipping. I have been trying to take care of this issue since 1/21/15 and I am not getting anywhere with them. I have filed a dispute with my charge card company but I am also spending many hours sending in documentation to them too.

I have contacted them many times from 1/21-3/15 and I am not getting anywhere with them.Desired Settlement: I want a shipping tag that will cover the cost to ship all the products back and also a full refund on the whole order of $219.72.

I will not do business with this company again and I also will let all my photographers know not to order from them.

Business

Response:

we let the customer keep the items and credited her account

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I ordered an item and the confirmation said it would ship within 24-48 business hours. A week later, I no longer needed the item because it was time sensitive and I still had not received shipping confirmation. I contacted customer service to cancel the order, and was told I would receive a reply within 48 hours. I never did. I was then charged twice for the same item. I emailed customer service. No response. I called customer service and was told the matter would be looked into and I would receive a call back by the end of the day. Never received a call back. I had to dispute the charges with my bank, which meant I had to cancel my card which was an extreme inconvenience as I had to wait for a new card and update my billing information with all of my merchants. (They also have a no return policy, which they certainly make hard to find until it's too late). Will NEVER do business with again.

Review: On May 25, 2015, I ordered a backdrop from Backdrop Outlet, for the total price of $84.00. The confirmation number for the ordered product is: [redacted]. After I telephoned the company after two weeks to confirm the purchase, I was told by a customer service person at the company, that they had indeed received the order, and the electronic payment from my bank. They also informed me that due to the large number of customers who also ordered a backdrop in response to a sales promotional they had posted online, and through email, there would be a for, (4), to six, (6), week delay for the backdrop to be mailed to me. Their general turnaround from order processing to creation of the backdrop, to shipment of the product to the customer , from what I was told, is generally in the range of two, (2), to three, (3) weeks.

I again telephoned the company at regular intervals from the date of purchase until the current date, September 6, 2015, and each time, I was told that the backdrop was still in production. Meaning that it was still in Que to be created. It was originally ordered for a photography assignment I needed to do. Each time I telephoned, three times in all so far, I have been given the same explanation, that the backdrop is still waiting to be created. I ultimately rescheduled the assignment, and completed the assignment anyway. To this day I have yet to receive the backdrop I requested, a follow up explanation from the company, or any refund due to not receiving the product.

I am now turning this matter over to my attorney for legal action. I am also contacting my bank, and will contact my ex-wife, who resides in San Diego, and ask that she contact the Attorney General's Office in Sacramento to file a complaint with them, and what steps I need to take to have them investigated. Especially, after doing a lengthy search on your site and other websites, the number of complaints again the company are long. Thank you

[redacted] Fairbanks StudioDesired Settlement: I would like to have the original backdrop I ordered, or a full refund from the company. As I write this, I am having my attorney mail a certified notice to to the company, that if they refuse to honor the purchase, or refund the total amount of the purchase, a civil lawsuit filed in [redacted] will be forthcoming.

Business

Response:

The backdrop has shipped and I sent 2 additional backdrops to him for the wait

Review: On December 10, 2014 I purchased 3 backdrops from them. My total should have been $103 ($39 for one backdrop, $49 for 2 backdrops that were buy one get one free, and $15 for shipping - they did not charge for tax). They charged my credit card $113 on Dec. 11 and then another $39 on Dec. 12. I called them the same day as the purchase and let them know that they charged me incorrectly. The woman I spoke to said it would be corrected and she would put it in the computer that they owed me a refund. I waited a week and called back after seeing I still didn't have my refund. The man I spoke to said he saw that I was charged incorrectly and was sending in another request to the finance department to expedite my refund. I waited another week and saw that I still didn't have my refund so I called again. The woman I spoke to said she saw that the request for my refund was submittd but that she couldn't get ahold of anyone in the finance department so she would check on it at a later time. I wasited yet another week and didn't hear from them and I still hadn't received my refund so I called back again. The woman I spoke to saw the mistake, said she would check on the refund and call me the next day with what she found out, and offered to send me a $25 gift certificate for the inconvenience (which I have received through email). I received an email from her the next day with my gift certificate and I emailed her back (her name was [redacted]) asking what she found out about my refund. I never heard back from her. I made a total of 4 phone calls, sent one email to [redacted], and two emails to their customer service email link on their website and still do not have my refund that each person I spoke with said I should receive. I also noticed on their website that in my account on that order they adjusted all the amounts on their end as far as paperwork goes, but as I can prove with my credit card statement, they never gave me my refund - they only adjusted their paperwork.Desired Settlement: I want the $49 refund they owe me put back on my credit card. They have my credit card information on file.

Business

Response:

The refund had been processed .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I spoke with a man named [redacted] yesterday from Backdrop Outlet and he said at the time that he was returning my call (4:00 pm on 2/4/15) he had just handed the financial manager a note saying that my refund needed to be processed right then and there. He said the financial manager was processing it that day (yesterday, 2/4/15) and that I should see a refund on my credit card account within the next couple of days. As of right now, 2/5/15, I do not have my refund. It is frustrating that they say it has already been done when in fact it hasn't. They fixed the paperwork and the info on my account online showing the discounted prices but they HAVE NOT actually given me my refund. I have the credit card statements to prove it.

Regards,

I bought a digital download CD from back drop outlet. I made my purchase on 11/28/15 and I have only reciebed one email from the company. I have called for the past week and they just gave me the round around. I highly recommend no one but from this company it all seems so shady and the lady who answers answers for both sales and customer service. so please do not buy from them.

Review: On 12/15/2014 I placed an order for items that were listed as in stock. I was charged on 12/16/2014 On my order status it showed one item as backordered on my confirmation it stated in stock items will be shipped 1-2 days after process and backordered items usually take 4 weeks. I waited until 2/26/2015 a whole extra month! Actually I honestly had forgotten about the order! I then called and cancelled the order. Called back a couple days later they told me it would take 30days to process!! Waited again called a little over 30 days said I would have to wait another 7 days because they had issued store credit. Called back today (no refund yet) and they tell me it's process but I don't have the credit on card yet. I have to wait for someone in accounting to give me a call back so they can give me an exact day of the refund! Will be disputing the charges.Desired Settlement: This business needs to charge until the item is shipped!! Clearly they don't know what they are doing when it comes to refunds! If I would of received my items when I was supposed to I would not be going thru this. I WILL NEVER be doing business with this company and I will sure share my experience with anyone that will listen!

Business

Response:

This refund was processed on April 21st the customer needs to check her bank account .

Review: I purchased a canvas backdrop which took 3 months to receive. The canvas was much darker and the color did not match what was displayed on the internet. I contacted the company, emailed them pictures of the canvas, and they said they would call me back later that day. I called them back the next day since they didn't contact me and they emailed me an RMA # so I could return the canvas to them. I shipped the canvas back to them, but they said that they will only give me a store credit towards a future purchase.Before I returned the first order, I made a second online order and cancelled it the first business day they were open after the order was placed (closed on Memorial Day). I received an email confirmation the order had been cancelled but no refund ever came through. I called them a little over a week after the cancellation and Trey said my order was refundable since it had not been shipped and confirmed he would put in the refund request. He stated the refund should appear in 3-5 business days. One week later the refund had not appeared on my credit card account so I called them again. This time I spoke to [redacted] and she said that maybe the accounting department didn't get the request so she would send it to them. It's now been over three weeks since my second order was cancelled and still no refund. I have emailed [redacted] several times as to when to expect the refund for the second order and she has ignored my emails. I feel like I'm being given the runaround. I absolutely feel as though this company never intends to refund my second order even though it was cancelled in a timely manner.Desired Settlement: I would like my credit card refunded for both orders for a total of $520. I'm not interested in doing business with this company any longer so a store credit (from my first purchase) towards a future purchase is useless for me. I also would like a refund for my second order since it was confirmed cancelled and never shipped.

Business

Response:

The canceled order has been refunded a copy of the receipt is attached . The canvas was returned a month after it was shipped long after our return policy . A store credit is the only option for the canvas since it was returned 2 weeks past our return policy and a rma should have never been given on this item . the store credit is for 369.00 the full cost of the item we waved the restocking fee .

this policy is online on our web site and printed on every invoice

Return Policy

Due to the nature of our products, we can only offer store credit and not refunds for returned items.

We will not accept returns for custom items, seasonal items, CDs, DVDs or other media.

All returns must be made within 14 days of receiving your merchandise.

Restocking fees may apply for backdrops and props.

Shipping costs cannot be refunded.

Review: I purchased an immediate download several days ago. I have yet to receive the download/link that I paid for or ANY type of reply to messages and phone calls I have placed.Desired Settlement: I either want my $11 back or the product that I purchased immediately.

Business

Response:

we have resent the digital file if you still are having issue please call out customer service department [redacted]sometimes the files can end up in email junk box .