Backdrop Outlet

Review: I ordered items from Backdrop Outlet in November 2013. When I had not received the items by December 20, I emailed to inquire. I was told I would be receiving the items in the next week. By January 3, I had not received anything. I emailed again and was told by [redacted], a customer service rep, that it would be "a couple more weeks". I emailed back immediately and stated that I was tired of waiting and being put off with little to no communication and that I would like a refund. [redacted] emailed back to say it would be issued in 24-48 hours. I still have no refund (it's 1/25) and no product.Desired Settlement: I would like the full amount of the muslin order refunded.

Business

Response:

$378.00 was refunded on jan 30th

Review: Placed an order with this company on march7th for three backdrops. I knew that their policy was that it would take 14-21 business days till I would receive them. Until now, I have only received one of the backdrops which was not in good condition, it was very wrinkled and unable to be used immediately. I have called about the two others numerous times to be told that they do not know what's on the truck, when a shipment will come in, etc. no one could ever give me an exact answer. I called last Thursday, April 21st and was told that the shipment came from overseas and was held up at customs but I should be receiving the items shortly. Still a week later, nothing.... I can check on order status on their website, but everything says backordered even though I know that's not the case.Desired Settlement: I would like my items shipped to me by May 7th as that is a full two months since I have placed the order or I will call my credit card company and have the item rejected.

Business

Response:

The backdrops were upgraded to a more expensive fabric the additional 80.00cost was waved . the Items have shipped

Review: I ordered a backdrop on 11/16/15 for a preschool photobooth backdrop to be used on 12/18/15. It was supposed to be shipped within 1-2 days because it was in stock. On 12/1/15 I emailed to check the status and got no reply. I called and the person who answered checked on it and said it will ship in the next few days, but would definitely get there by 12/18. The backdrop had still not arrived by 12/8, so I called again and they said they would email me with the tracking info. I never got that information. On 12/18 the backdrop still hadn't arrived, so I called several times and even though they were open at 8:30am, no one answered for the several times I called between then and 10am. The item still never arrived, and the event had passed. I emailed to let them know it never arrived and they finally sent me a tracking number and this response, "I'm very sorry about this it says that it was shipped out on the 12/18 and

tracking for it is USPS ___ (Revdex.com website kept thinking the number was a credit card, so I took it out). If there is anything I can do please let me know." So admittedly, it was not shipped until 12/18, the day I said I needed it by. I checked the tracking and it had been returned to them because the package did not have the suite number. Even if it had, it was shipped over a month after I ordered it. If it had been shipped on time, we could have corrected the issue.I have called and emailed several times to get a refund since they have the product in their possession but they have not responded or refunded the purchase price. I even had my husband go into the showroom when he had business in Oceanside and the girl working did nothing and just told him she would have the managers call me. They never did.Desired Settlement: Refund of the total price including shipping of $78.94.

Review: Backdrop Outlet owes me $199.00 due to not being able to fulfill an order of backdrops in a timely order. I spoke with several representatives who assured me that the order was cancelled and that I would receive my refund. I have called every week for the last month and have still not gotten my money returned from backdrop outlet.Desired Settlement: I want my money back! This company was unable to fill their order or return my money despite multiple customer service representatives assuring me that I would get the money back right away.

Business

Response:

Customer did a charge back . The funds were returned to her by her credit card company

Review: In May, my credit card was charged when I ordered a backdrop over the telephone. I never heard any additional instruction for artwork submission etc. I contacted the company, submitted artwork, proofed, corrected, etc-- over 2 months. The time to complete this was unreasonable and I had to continuously call the company. The order was a simple two-step logo print. The company claimed they didn't receive my forms. I resent the forms and waited. Nothing.

Today I tried calling both the toll-free line and the business line. The lines were disconnected.

This company has failed to provide appropriate customer service and has failed to deliver a product that I paid upwards of $300 for. They have wasted my time, my budget and have detracted from multiple events that this backdrop was intended for.Desired Settlement: I will be happy if I receive the order. However, I think it would be appropriate for the company to include a complimentary product as well.

Business

Response:

This order was delivered last Friday . I spoke with the person handling the custom request and we were waiting on the complected custom form from the customer after several requests we finally received it and rush printed the order .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is great. I received the product the day after I filed the complaint. However, I deal with multiple companies for custom options and this company still seems quite sketchy. I emailed them the same form multiple times without receiving a confirmation that they received it and when I tried to check in, their phones were disconnected. I think they could certainly improve on their customer management systems and communication.

Regards,

Review: I placed an order (Order #[redacted]) with Backdrop Outlet on 11 Feb 13 for a portable background stand and a large rose cloth for a purchase price of $253.97 including shipping. When I placed the order, the website stated all items were in stock. On 20 Feb 13 I contacted Backdrop Outlet as I had not received my order yet. Customer Service stated that the large rose cloth was not in stock and my order would be shipped by the end of the week once they received it from their supplier. Around 11 Mar 13, I again called Backdrop Outlet as my order had still not arrived. They stated it shipped on 25 Feb 13, but there was no tracking number and they were unsure if it had shipped so they would check with the shipping department. They said they would send me an e-mail with the status of my order, but I never received an e-mail. I again contacted the company and they said they would look into it as it was strange that there was no tracking number. They asked me to call back in a couple hours and they would let me know what they found. I called back and they stated they had not heard from the shipping department yet and they would send me an e-mail once they did. I again did not receive an e-mail. Around 7 April 13, I contacted Backdrop Outlet again to find the status of my order as it still had not arrived. They said they did know the status. I told them it had been over 2 months since I placed my order and each time I was told I would be contacted with the status, but never was. They told me sorry, but they did have my items in stock now and could ship them immediately. I told them no, that I wanted a refund instead as I would not go through this fiasco again. They then talked to their manager and he authorized a refund and they stated the accounting department would process the refund. Five days later I still did not have the refund. On 12 Apr 13 I again contacted them, they stated the refund would be processed and I would have it in 5-7 days. It has now been 10 days and still no refund.Desired Settlement: I want the company to refund my total purchase price of $253.97 as it has been over 2 months since I placed this order and they stated twice they would give me a refund and as of today, 22 Apr 13, I have not received it.

Business

Response:

Refund was completed 4/23/13 receipt attached

Review: I placed an order on May 21, 2013 for 3-backgrounds (Candysticks & Candy Drop) they advertised for $55 each if you buy 3 or more. My web confirmation order is xxxxxx. It says up "Candy Drops ™ are made to order. Please allow 14-21 days for production." It is Aug. 23, 2013 and I finally received my order after 12 weeks of waiting and numerous calls. I was hung up on twice, and told once that I reached the business above Backdrop Outlet after they transferred me. Then they hung up on me.

I called last week of June to see why the order was taking so long, and their representative told me they were expecting a shipment on Wednesday, July 3, 2013 and that my order would be shipped out that day. I called again on July 14th and was told their printer was broken and things were taking longer. I did not call back again until July 30, 2013. They put me on hold then hung up after I waited over 10 minutes. I called back and explained how extremely disappointed I was with their service. I told them I wanted a refund and they said they would make my order top priority. So I agreed to wait 2 more weeks.

On August 19, 2013, I called again, was put on hold, when someone answered they said I had reached the business above Backdrop Outlet and said they would transfer me back. I heard lots of background talking and the phone was disconnected. So I called back and after 12 rings a gentleman answered and said everyone was busy and on the phone with other clients. Could he have my number and call me back. I said, "No, I want to talk to your manager, now." He transferred me to a lady and she had my order information pulled up when I talked to her and I did not give him my order number. She asked if I wanted to upgrade to Titanium cloth, the backgrounds are 1 foot smaller and $30 more per background. I told them I was not going to pay anymore and wanted a partial refund. She offered me an instore credit of $20. They upgraded me for free. I told them I wanted the backgrounds by Aug. 29, 2013. She said they would be here by then. On Aug. 21, 2013 I checked my status online and they had deleted my order from my account. So, I called again, same run around had to ask for manager again, again they knew who was calling because they had my account pulled up already. I asked why it showed on my online account that there were no orders. She said sometimes the website does that, but that the order was being printed and would be here by the 29th. I finally received my order today, Aug. 23, 2013. The backgrounds are smaller than what I wanted and I did not receive the $20 gift certificate. I sent them a straight forward but well mannered email stating how disappointed I was with their service.

I would like 50% refund including shipping as I waited over 12 weeks for my order and did not receive what I wanted. I also want others to be aware of their business practices as I did not check them out before I placed the order.

I have never complained in the past, but felt I needed to this time.Desired Settlement: Refund in cash.

To make them aware that they are running a business and cannot repeatedly lie to people and keep them hanging when they promise when their shipment will be in. To keep their end of the deal.

I want an apology also.

Business

Response:

I have looked into the account and we went out of our way to make the customer happy the up grade to the better fabric is a 30.00 per backdrop upgrade that we did for free we also has them Rushed with the printer once the upgrade was done putting this order ahead of other customers . The customer has a 20.00 store credit on there account for the inconvenience of the delay .Since all items are printed to order when we run sales the production times can go up due to a large number of orders at one time . We are sorry the items were delayed and that is why we did the upgrade for free but 90.00 in free upgrades and a 20.00 store credit is as much as we can give on a 180.00 order . The regular price on 5x6 titanium cloth is 199.99 each since it is a much nicer product .

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.

Thank you for your help with this matter. I really wanted them to see how they treat customers and wanted them to change their practices. But, I am afraid some things do not change, so I am letting this go, but will never order from them again.

Regards,

Review: On February 23rd, 2013 I ordered five Fantasy Cloth Backdrops as part of a sale. They have been on backorder since I ordered them. Their website states "Not all Backgrounds, Muslin or Canvas, may be available for immediate shipping. If production of a new piece is required expect delays of 2-4 weeks." First of all, it seems like if they were having a huge sale they would make sure they have a large stock of the sale items. Second of all, It has been almost 3 months since I ordered them and some of them still say they are on backorder when I check the order status. I haven't received any of them yet. A week after I placed my order I emailed them to see when they would be shipping and I received the following email back: Were awaiting an order of Fantasy cloth to arrive here to us here in about 5-7 days once that arrives well be shipping out your order. What Ive gone ahead and done is placed your order on high priority that way once it is shipped we ship it priority mail to you for the delay. If you have any other questions please let me know and I will do everything I can. Have a great day! [redacted] - Customer Service RepresentativeBackdrop Outlet3540 Seagate WayOceanside, CA 92056800-466-1755 ext. [redacted]760-547-2899 FAX I have since emailed them three more times with no response. At this rate it appears that I will never get my products and I'm out $114. I see no reason why these items should still be on backorder. Furthermore, they've had the sale again since I ordered them. It makes me wonder how many people have never received their orders.Desired Settlement: At this point I would like my money back!

Business

Response:

This order was refunded last week .

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,

The business is correct. After I filed the complaint I emailed them and let them know that I had done so and they finally started responding to my emails.

I have received a refund.

Review: I placed an order with Backdrop Outlet on 6/25/14. The items were never delivered and were out of stock in perpetuity, with a continual promise of "7-10 days" before they'd be back in stock. I communicated with customer service approximately once a week to check on the status of my order.

On 8/4/14 I requested a refund. That refund has not been made, despite the promise that it would be. I was first told that it would take 10-12 business days (this was already mid-August), and when I called to inquire two weeks later (since my emails were no longer being responded to), I was told there was a glitch in the system but that it would be processed the following week (this current week). I spoke to a manager who promised me that my refund would be processed on 9/1/14 and I would receive an email confirmation. As of today, 9/2/14, nearly a month after my request for a refund and more than two months since my original order, I have still not received my refund.

This is in regards to order # [redacted] and my refund in the amount of $47.95.Desired Settlement: I want a refund of my money for products never delivered.

Business

Response:

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

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.

The refund has not yet actually been processed. I spoke to a manager at the company on 9/8/14 who told me my refund had been submitted, but I have not yet actually received the funds returned. Given that I have been trying to get this company to either, one, deliver the goods in question for two months, or, two, get a refund for one month, I do not trust their answer when there has been no actual action.

Regards,

Review: I have ordered backdrops on April 24th of this year, as of today after several urgencies I have not received two of the three backdrops, but I have been fully charged for them on April 25th. I want to get my money back, I do not want to receive the backdrops anymore, I have asked several times where are they and nothing happened since, I was offered replacement that I agreed to, however that was on May 30th and I haven't received them.Desired Settlement: Money back.

Business

Response:

The replacement backdrops were printed and shipped the customer refused the package . the items have been refunded .

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'm sorry but as of today June 28, 2013 8:30PM CST I have not received any refund as you were informed. I was told by them I will receive it, that it was sent yesterday, but I have not received anything.

Regards,

I have had nothing but problems with this company. First they overcharged me and it took me 1 1/2 months to get my refund. The refunds manager gave me a $50 credit for my trouble. Nice, right? WRONG! They haven't honored it and when I phone to get this $50 refund I keep getting the runaround and no one will call me back. OH and on top of that, I fell for the $25 mystery item. I got angle baby wings that they are selling for $21.00!!!! No one responds to my email about this issue either! Stay away from this company. They aren't worth the headache. One last thing. When I try to submit a customer review on the mystery prop page it will never publish it... Presumably because it's less than glowing

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.

Review: In reviewing the Backdrop Outlet online website, I found 5 backdrops that I liked and order them based on the photos that were on the website. When I received 2 of the backdrops in the mail they were so completely off from their picture that I thought they sent me the wrong ones. When I contacted [redacted] in Customer Service (who is the manager I was told) she said there must have been something wrong with the printing company's end of things. They paid to have them returned to them and then ordered 2 new ones. I received them today and they look exactly like the other ones. It's suppose to be brown brick and they are orange. The other one is suppose to be black with a slight design of dark blue in it. IIt is grey with purple. The quality is no were close to what they had on their website. The other 3 backdrops that I ordered I had called and spoke with customer service before I ordered them as I wanted to make sure they were a heavy material that doesn't let light shine through them. They are so thin that there are little holes in them that I can see to the other side. It's a lightweight as a kitchen sheer drapery. I asked for a refund on all 5 items and was told that I could only get an in store credit. There is nothing in that store that I feel comfortable ordering as it is not advertised with what I would actually receive. I spent over $325 and I have nothing to show for it.Desired Settlement: I wish to send all 5 items back, store to pay for the return shipping, and the store to send me a full refund. I haven't posted anything online with the complaint showing other customers the difference in what is advertised and what I received. I'm giving Backdrop Outlet a chance to make this right with me.

Business

Response:

A credit for the returned items has been done

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,

Review: The following is the email I received after ordering from backdrop outlet. ......"Thank you for ordering from Backdrop Outlet. Your web order #[redacted] for $179.42 was received on 11/26/2014 at 9:07:22 PM PST. After your order is processed, in stock items are normally shipped within 1-2 business days. Back ordered items may take up to 4 weeks for delivery." IT IS NOW 1/1/15 AND I NEVER RECIEVED MY ORDER!!!!! I EMAILED TWICE AND RECIEVED AN AUTO RESPONSE OF ...."Thank you for contacting Backdrop Outlet. This is confirmation that we have received your email. We will be contacting to with in 24-45 hours of receiving this email."NOBODY EVER CALLED!!!!! THIS COMPANY STEALS!!!!!!Desired Settlement: TO RECIEVE THE ITEMS I ORDERED!!!

Business

Response:

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

Review: I have a photo portrait studio with more than 10years in valley.I did several order from this seller.I ordered online with "Backdrop Outlet" on 7/03/2014 , order #[redacted].after waited 2 months to recieve my order, on 9/01/2014 I called them to check my order status.They told me I may wait 6 to 8 weeks more!! So I decided to cancel this order. But never received my refund.I called more than three times for this refund. They always told me they going to re-submit my refund with their accounting department it will take 6 to 10 buisness days.On 9/11/2014 I called again They told me they will let accounting manager take over my case.Today I checked my credit card statment 9/19/2014 I am still not get my refund. Order amount $463.20 order #[redacted]Desired Settlement: Just want my money back.They even have product in stock, They even ship my order out.

Consumer

Response:

Hi,

Review: Hello. I ordered a backdrop from Backdrop outlet October 3rd. I called and canceled October 9th. They sent confirmation email October 13th. Their policy is 5 to 7 business days. I have not gotten the refund. They said it's their busy season. I'm now concerned that it will get busier with Christmas orders and my refund will get pushed further behind. It's now more or less 33 business days. Can you please help out?

Here is screen copy of cancelation.

Dear [redacted] R:Thank you for your recent order with us. We want to be assured complete accuracy with your order, we show the following items ordered.

Item Number Description Qty Ord. Unit Price Disc Extended Price

CANCELED Item cancled off order 1.00 $ 0.0000 0 $ 0.00

[redacted] (qty 2) 118.00

shipping 13.94

Sales Tax: $ 0.00

Shipping & Handling: $ 0.00

Order Total: $ 0.00

Total Payments: $ 131.94

Balance: $ -131.94

If any item is incorrect please contact customer service at [redacted] and reference order number [redacted].Desired Settlement: That I get my refund.

Business

Response:

The refund was processed today

Review: RE: Order #[redacted]order was placed feb22, 2013. after NUMEROUS emails/phone calls & tracking this order online, I finally cancelled the order apr17, 2013 and was told I would receive a COMPLETE refund. as of today 12:35p, apr26, BACKDROP OUTLET still has $50 that doesn't belong to them. their customer service department says because their "accounting manager" hasn't come in to work yet, they cannot resolve the issue for me, but they will put a message on his desk and let him know i'm "unhappy". I was told apr17 that the monies would be refunded.Desired Settlement: TOTAL REFUND. the $50 needs to be credited back to the credit card it was taken from.

Business

Response:

The refund is for a GIFT CARD that was pursed in February .

It is not a normal refund that being the reason it must be done by the accounting mgr .

I am unaware of any company that will let you refund a gift card !!!!

we did agree to refund this and we will but it MUST be done by our accounting mgr !!!!!

The order was just canceled last week !!

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.

the very day this order was cancelled, I was told they could not refund it to my credit card, but could my daughter-in-law's credit card. no problem, that was fine with me. when our conversation was over, I assumed it would be taken care of. not sure why I did that because nothing I was promised from the beginning followed thru. so today, i'm told she has to call and give you her card number because you had deleted it in your system. who knew!

I had every intention of using this gift certificate and was elated at the gift from my son and his wife. however, after being given numerous delivery dates, etc etc etc, two months later I still did not have the items ordered. THEN! you had the nerve to send me an email saying you had the items on sale AGAIN? seriously? your customer service is horrible! not to worry, once this is settled, you'll not hear from me again!!!

just spoke to [redacted], my daughter-in-law, and she says backdrop told her the transaction had been taken care of and that she would have an email confirmation. one can only hope. I totally agree that not to many business refund gift certificates, but also know that most provide MUCH! better service.

have a nice day.

Regards,

Business

Response:

THIS WAS REFUNDED AND A RECEIPT WAS EMAILED ON FRIDAY

Review: I placed the order for one of this company Christmas backgrounds through their website on 11/30/2016. I called them couple days later and learned that my background could not make it by Christmas. I requested to cancel my order. The service representative lady was very helpful at this point, but failed to sent me the confirmation for my order cancellation after that. Not thing happened for almost 1 month. I emailed the company 7 times from 12/25/16 to 1/29/16 to request for my refund. I got 3 responses from the company with promises to take care the issue in few days, but nothing happens as their promises. I don't know if they are slow with email replying or they just ignore my last 2 emails on 1/27/2016 and 1/29/2016. After all, They are holding my $145 + tax.Desired Settlement: I just want my money back. $145 + tax

Business

Response:

this order was refunded and cleared a long time ago

Consumer

Response:

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

Review: On 5/21/13, I placed an order for 5 photographic backdrops from Backdrop Outlet online. After a week, I checked online to get a status and it just stated that it was "Pending". I called customer service and they gave me a story that they needed to custom make the backdrop and that it took the inks awhile to dry; it could take up to a month. A month later, I called and spoke to the customer service rep, they advised me they were expecting the backdrops anyday. A week later, I checked online and they were still "pending" in the status. I called again on July 8th, 2013, they advised me that they are expecting them on July 12, 2013 and that they will ship on Monday, July 15th. I called on the 16th, they still had not arrived so I asked for a refund. They offered me credit ($25) but at this point (2 months later) they've give me no reason to believe them anymore. I asked for a refund. They advised me it would take 5-7 business days for a refund. Today is the 8th business day...no refund. I wish I had seen the 79 complaints on the Revdex.com page before I had place my orders. I have buyers remorse and have no faith in this business whatsoever. At no time did the business advise me that the products were on backorder, at no time did the business send out an email/letter/smoke signal/phone call to tell me an expected delivery date and they have continued to lie about what I could expect from the order. Bad taste in my mouth.Desired Settlement: I want a full refund. Not an expected date on a refund (their promises mean nothing) but a refund as soon as possible. I paid with no hassle, they should refund the same way.

Business

Response:

A full refund was given

Review: I purchased a backdrop on Thursday January 14. I had a photoshoot Saturday January 23 so I thought it would come in time. I looked at their shipping and it says generally ships the next business day. I was like awesome! I'll have it next week sometime and I'll have it for Saturday. I never received anything saying it was shipped so I emailed them on Tuesday January 19 to see the status of my purchase because I thought it would of ship Friday or Monday. The person who emailed back said it would ship in 24-48 hours ... That's was on Tuesday. I now lost a client because they picked out the backdrop. Friday the 22 came around and still haven't heard anything about it being shipped. Called them and they said "if you don't put it in the notes when you order it that you want it next day shipping then it's 7-10 business days. Nowhere in their shipping description does it say that because I would have done that. I told them I wanted my money back and they told me that can't do that because it's already "shipped" then I get an email from the manager saying that he doesn't know why it hasn't been shipped but he can ship it Monday January 25 to be to me by Wednesday January 27. So the person on the phone lied because it hasn't been "shipped". I lost a client due to this and I want my money back for all this in-convince due to their false advertisement.Desired Settlement: My money back because I now lost money due to a client not wanting the photoshoot.

Business

Response:

a refund has been processed