CustomInk

Today, 4/30/2015, we spoke with [redacted] over the phone and resolved the issue We offered him a full refund and a $coupon to give us another try The refund was processed today and should show up back in his account within 5-business days (depending on his bank's processing time)

We try to be as upfront as possible with how the funds and disbursements work and apologize if there was any misconceptionWe definitely do not have any upfront costs associated with Booster as we want everyone to have the ability to run a fundraiser with no accountability if for some reason it is not successfulThe 45% that was taken out of the total funds raised is made up of the cost for the blank apparel, plus the cost to print and ship your order and a modest service feeIf there were any additional donations for a cause we pass those along to the customer minus the credit card processing fee of 2.9%The price that our customer selects for their apparel campaign is per unit to cover the cost for creating the apparel for the campaign and once the campaign has sold enough to cover the costs of printing they are able to start to raise funds for their causeThe more supporters they have for their cause, the costs to produce the apparel goes down which we then pass on to the customer as additional funds raised For our apologies on the confusion with this particular order, we offered a better explanation to the customer as well as making a $donation to his fundraiser

While dealing with the loss of my year old brother, we decided to make tee shirts in his honor to wear on his birthdayKnowing I am going to need over shirts, I was already stressed about how I am going to handle thisI tried creating a shirt on Customerink.com websiteWhile it worked, there was something missingI seen a number on the page and decided to call, hoping they can help me design one and give me tips on how to order from so many peopleThey answered the phone within seconds and I was greeted by JamesHe was extremely helpful and personableHe took the time to go over my options about ordering and how to make it easier on meOnce we were done, he gets me to a photo specialist, Alma, who took my currently struggling image and made it beautiful! Both people related to my needs and made me feel like I was their only customer that needed helpOverall, it was an amazing experience and I will recommend them to everyone!

From: Dawn J [redacted] Date: Tue, Jul 14, at 1:PMSubject: Re: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] >Hi ***,In regards to this complaint, we have since sent the customer their vectorized artwork It looks like we sent it to him via email on Friday, 7/ Please let me know if you need any additional information for this complaint to be resolved

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

My CustomInk experience was wonderful! This was the first time that I ever had custom t-shirts done onlineThey are a very customer oriented business; accurate, helpful, easy, and fast.I needed my order within days and they got it to me in daysI will continue to do business with them and recommend them

From: Revdex.com of Metro Washington DC Date: Mon, Jan 26, at 10:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** ***
---------- Forwarded message ----------From: *** *** Date: Fri, Jan 23, at 4:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" I would like to close down this case...it has been resolved Thank you.Sincerely,

We are extremely sorry that *** *** *** customer was disappointed in his experience with us. We have reached out to him and better explained our process and reasoning behind what we choose to print and not
print. Our User Agreement, which is posted on our website, states the following:CustomInk.com
has the sole discretion to reject any order that it considers libelous,
defamatory, obscene, profane (according to standards established by the
FCC), portraying irresponsible use of alcohol or other substances,
advocating persecution based on gender, age, race, religion, disability
or national origin, containing explicit sexual content or is otherwise
inappropriate for CustomInk.com production.Additionally, here is a link to all of the details of our user agreement:http://www.customink.com/policies/#privacyWe researched the political party that was referenced in his design, *** ***, and found that it is closely tied to beliefs and actions that are considered offensive
to a large population, and for that reason, we chose not to produce
this t-shirt design. We offered the customer an option to print his
design with the questionable image removed, but he chose not to do so. We have also offered
*** a voucher for a free shirt on us, as we would love to have
his business as long as the content of his design aligns with our
guidelines

Today, 4/30/2015, we spoke with [redacted] over the phone and resolved the issue.  We offered him a full refund and a $50 coupon to give us another try.  The refund was processed today and should show up back in his account within 5-7 business days (depending on his bank's processing time).

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hi [redacted],We have since resolved this issue with the customer, and she realized that she was actually clicking on the wrong area of the website to find the product she was looking for.  She recently wrote us an email on 5/19 that stated the following:Okay - I have figured out...

what the problem is, and the mistake is mine, which means I owe you guys a HUGE apology.  I was clicking on the link, then clicking on 'hats' under product catalog, then clicking on baseball hats, where the [redacted] is the first cap in the list. I did not realize that the items shown on the page are the items in the "no minimum" section, and I was clicking over into the regular product catalog.  I am SOOOOOOOO sorry about all of this. When you get my complaint from the Revdex.com, respond that it has been resolved.  Thanks - [redacted] Please let me know if any additional follow-up is required.Thanks,[redacted]Sales and Service Team Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I was not satisfied with what they were telling me. I told them since I ordered the product I would pay for it but he did feel like refunding would help, it did but it did not solve the issue their website has. I suggested they put up more warnings on their website regarding how you can use their features. IE. if you click on a logo a warning pops up saying you must customize it in order to use it and more verbiage on their site that says that they offer some of the designs but you cannot use them stand alone. I dont think updating their site is something that cannot be done. attached are the email trails between us.
Regards,
Patricia M[redacted]

From: Dawn J[redacted] Date: Thu, Jul 30, 2015 at 5:07 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],I just received a message about this through our Revdex.com account.  We did in fact resolve this complaint on...

June 9th with the customer.  We printed their design and the lower price they mentioned and they have since received their order from us.  We resolved it but forgot ot reply to this email.  The complaint number is [redacted]Please let me know if you all need any other follow-up.Thanks,Dawn J[redacted]

We spoke with the customer on 9/2 and resolved the issue with her.  We are not able to print her original designs for copyright purposes, but were able to come to a conclusion and gave her both of her orders for free.  We offered to help her create designs ahead of time in the future to...

avoid the issue from occurring again.  Customer was happy with resolution.

We try to be as upfront
as possible with how the funds and disbursements work and apologize if
there was any misconception. We definitely do not have any upfront costs
associated with Booster as we want everyone to have the ability to run a
...

fundraiser with no accountability if for some reason it is not
successful. The 45% that was taken out of the total funds raised is made
up of the cost for the blank apparel, plus the cost to print and ship
your order and a modest service fee. If there were any additional
donations for a cause we pass those along to the customer minus the credit
card processing fee of 2.9%.
The
price that our customer selects for their apparel campaign is per unit to cover
the cost for creating the apparel for the campaign and once the
campaign has sold enough to cover the costs of printing they are able to start
to raise funds for their cause. The more supporters they have for their
cause, the costs to produce the apparel goes down which we then pass on to the customer as additional funds raised.  For our apologies on the confusion with this particular order, we offered a better explanation to the customer as well as making a $50 donation to his fundraiser.

From: Dawn J[redacted] Date: Tue, Jul 14, 2015 at 1:49 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Hi [redacted],In regards to this complaint, we have since sent the customer their vectorized artwork.  It looks like we sent it...

to him via email on Friday, 7/10.  Please let me know if you need any additional information for this complaint to be resolved.

While dealing with the loss of my 21 year old brother, we decided to make tee shirts in his honor to wear on his birthday. Knowing I am going to need over 100 shirts, I was already stressed about how I am going to handle this. I tried creating a shirt on Customerink.com website. While it worked, there was something missing. I seen a number on the page and decided to call, hoping they can help me design one and give me tips on how to order from so many people. They answered the phone within seconds and I was greeted by James. He was extremely helpful and personable. He took the time to go over my options about ordering and how to make it easier on me. Once we were done, he gets me to a photo specialist, Alma, who took my currently struggling image and made it beautiful! Both people related to my needs and made me feel like I was their only customer that needed help. Overall, it was an amazing experience and I will recommend them to everyone!

Review: I purchased something from this company on August 1. I was later told it could not be printed (which is fine...) and that I would be refunded. The refund was "processed" on August 4th. I was told it could take up to 30 days to show up in my account. It has now been 58 days, and my money is nowhere to be found. After months of dealing with polite, decent people with a willingness to assist, I am now being told that I'm out of luck, and they've done all that they can do. My bank has dug through records both at the local branch, and corporate. There is no record of this transaction with any of the transaction numbers that have been provided to me. It's a measly $33.25. I want my money back. It should not be this difficult over an amount this small.Desired Settlement: I simply want my $33.25 back.

Business

Response:

Hell **. [redacted],

One of our sales representatives, [redacted], informed me of the call that you made earlier regarding the credit that was owed to [redacted] for order [redacted]. I'm on the finance team and have been reviewing this for them.

Per our records, the card was originally charged on August 3rd, 2013 for $33.25 when the customer ordered online.

Since we could not print the design that the customer wanted (due to trademarks), the customer requested that the order be cancelled and we credited $33.25 back to the card on August 4th, 2013.

When the customer stated that the credit had not gone through, we asked her to send in her credit card statement showing that the credit was not processed, but this was never provided to us.

I am including the [redacted] records showing both transactions for you to review as they both show successful.

Please let me know if you have further questions or need any additional information.

Thank you for your time,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

In the last communication I had with this company, on October 2, 2013, representative ** informed me that I was out of luck. I asked if forwarding a statement from my bank would help this situation. He informed me that I had every right to send it, but I was pretty much wasting the time of both this, and my bank because I would get the same reply from billing that I've already received. As a reputable company, one would think there would at least be an attempt made in contacting their payment processing client to see exactly what is going on. I have done my part and contacted my bank multiple times, both local branch and corporate, and there's nothing they can do if the charges do not exist. Obviously they have the correct account information if they were able to collect my funds in the first place. I am simply requesting a reprocessed refund of the amount owed. The blame here is not on me.

Review: They will not stand by their word I order a t shirt and they will not send it to me it has a white person and a corn hole and the bags on the board with his name on it [redacted] and they keep sendinghe wrong me the wrong shirt and its cornhole3 and it has done be pay for too cause it is a christmas gilf and im waiting on it!!!!!!!!!!!!!!!!!!Desired Settlement: Im wanting that shirt!!!!!!!!!!!!!!! its done be payed for but it the wrong one!!!!!!!!!!!!!!!!!

Business

Response:

I looked into this incident and the incident was resolved on 12/10/2013. We shipped out a replacement product for and one of our customer service team managers, [redacted], followed up and confirmed with the customer that she was very pleased with the new product and is no longer upset. She was trying to get it for a Christmas present and had already wrapped it under the tree. At this point, the issue is fully resolved. Please let me know if there is any additional follow-up that you need for me to do.

Review: I contacted CustomInk.com to see if I could purchase and have embroidered six pink baseball caps for a group of us going to Hawaii in July. After I went through and designed my hats, the site told me that there was a minimum of 12 hats required, and suggested I check out the "no minimum" section of their website, which I did. The same hat was in that section. When I tried to order six hats, the site again told me that there was a minimum of 12 hats required. I sent an e-mail to the company asking if they could do anything for us, and I received a prompt, very nice reply from [redacted] telling me that, indeed, I had to order 12 hats, and asking me the back story for them. I wrote back and explained the situation, and received another very prompt, very nice reply from [redacted], again telling me that I had to order 12 hats. Here's my complaint: If there is a 12-hat minimum, why does the product appear in the "no minimum" area of their website? If the product is in the "no minimum" area of the website, why do I have to order 12 of them? Either this company has a website problem, or there's a bit of false advertising going on here.Desired Settlement: I would really like it if I could just order six pink ballcaps. Having said that, I will say that since I was not able to get a quote on the caps, this desired outcome depends on the price of each cap. If I am allowed to order the caps but the price is too high, I will not order, but will appreciate CustomInk's willingness to solve the problem.

Business

Response:

Hi [redacted],We have since resolved this issue with the customer, and she realized that she was actually clicking on the wrong area of the website to find the product she was looking for. She recently wrote us an email on 5/19 that stated the following:Okay - I have figured out what the problem is, and the mistake is mine, which means I owe you guys a HUGE apology. I was clicking on the link, then clicking on 'hats' under product catalog, then clicking on baseball hats, where the [redacted] is the first cap in the list. I did not realize that the items shown on the page are the items in the "no minimum" section, and I was clicking over into the regular product catalog. I am SOOOOOOOO sorry about all of this. When you get my complaint from the Revdex.com, respond that it has been resolved. Thanks - [redacted] Please let me know if any additional follow-up is required.Thanks,[redacted]Sales and Service Team Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,