Custom Made Ventures Corp.

We are sorry to here about the experience this customer had with the maker they chose for their projectCustomMade is an online marketplace that connects makers of custom and handmade goods and providers of custom services with users who wish to shop for and purchase custom and handmade goods and servicesWhile we do offer our customers a channel to formally raise a dispute they may be having with a seller, CustomMade can only intermediate at the request of the customer or seller, and cannot process refunds on the sellers behalfResolution: We have mediated between the customer and the seller and the seller has initiated a refund

CustomMade stepped in to intermediate the dispute this customer was having with the maker of her projectWhile we do offer our customers a channel to formally raise a dispute they may be having with a seller, CustomMade can only intermediate at the request of the customer or seller, and cannot
process refunds on the sellers behalfRefund requests/disputes often take time to review and resolve as there are numerous parties involved in the transactionIn this case, the dispute was resolved and the customer received a return of their funds

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
It was not clear from their website and promotional materials that I would risk paying for something that I did not receive It is not stated anywhere that a "maker" could take my money and fail to deliver the purchased item CustomMade implies that transactions that take place using their website are safe/secure because they facilitate the transaction They imply that they protect the buyer and the seller from incurring personal loss This is from their website: "We make custom easy, safe and affordable.REVIEWS & PROFILES Learn more about a maker and see projects they’ve created for other folksBUDGET MATCH We’ll find an expert maker to complete your project for what you’re comfortable spendingSECURE PAYMENTS We use state-of-the-art secure payment processing for transactionsCUSTOMER SUPPORT Our friendly and helpful team is always here to assist you."How is it "Safe" if they aren't ensuring the transactions are legitimate? They have misrepresented themselves and I am out $900+ dollars. CustomMade said that their helpful customer support team would assist me and that did not happen They claim that using their website is "safe" and it is not They imply that they will manage disputes and ensure transactions are "safe" and that is not trueIf you search the website you can find a very complicated legal disclosure that absolves them of responsibility but they do not clearly state that the "maker" can take the "buyer's" money and not deliver the product and then the buyer has no recourse That is not spelled out in a clear and easy to find statement anywhere online or in their marketing materialsThey imply that they will assist in dispute resolution and that my transaction was safeIf they had clearly communicated the risks, I would not have used their websiteI would like CustomMade to refund my money and I would like to see changes to their website so other "buyers" don't inadvertently make the same mistake and trust CustomMade to provide a safe transactionRegards,
*** ***

We are sorry to here about the experience this customer had with the maker they chose for their project. CustomMade is an online marketplace that connects makers of custom and handmade goods and providers of custom services with users who wish to shop for and purchase custom and handmade...

goods and services. While we do offer our customers a channel to formally raise a dispute they may be having with a seller, CustomMade can only intermediate at the request of the customer or seller, and cannot process refunds on the sellers behalf. Resolution: We have mediated between the customer and the seller and the seller has initiated a refund.

[redacted],We are truly sorry that you received a product that was broken in shipping. We understand your frustration and apologize for the difficulty that you had with your maker, your shipper, and with support. We apologize for doing a poor job of setting expectations from the start about what...

we can and can't do via support.CustomMade is a platform where independent makers can meet and transact with independent customers.  We don't sell the products our makers "custom make" - our makers do.  We don't make promises about construction quality or shipping reliability, because we just don't control how a product is made nor do we control which maker you choose to do business with.  The products and design decisions are all custom and negotiated between independent third parties.  Also, we don't collect the money.  The maker has their own merchant account, and they collect your money.We try to make these operating principles very clear in our buyer agreement (http://www.custommade.com/buyer-agreement/#roleCustomMade), our terms and conditions, our proposal/acceptance functionality, and in our dispute resolution process.There are several things we can do:1/ facilitiate communication to try to resolve disputes;2/ exercise leverage over a non-performing maker by threatening to shut down an account;3/ help as best we can when third party shippers or other third party vendors may be to blame;4/ push refunds through WePay (the payment processor) when the funds can be recovered from the maker.In this case we have exercised options 1-3 and #4 is no longer an option. Unfortunately, there isn't anything more we can do for you.Best,CustomMade Community & Support

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I request a full refund of my money and that the messaging be changed to future "buyers" are not mislead.  
Regards,
[redacted]

[redacted],I'm sorry that you feel misled by our messaging.  Our role as a marketplace is to connect buyers and sellers.  In the case of a project issue there are a number of things that we can do, but our role is not unlimited. I'm sorry that you disagree with our policies and for the way that your project turned out.  Unfortunately, there isn't anything more we can do here.Best,CustomMade Community & Support