Design by Humans

I am rejecting this response because:As a third party artist, I am a consumer of a service that you provide, as such I am garaunteed the same rights and privileges of all, excluding unconscionable contracts, which you failed to address. I am moving forward with the complaint on the grounds that you are choosing to carefully reclassify definitions as you choose to interpret them, and not as they are officially laid out.

Due to the busy holiday season, the backpack shipped out as soon as possible, but seems to have hit a small transit delay. From what we can tell, we informed the customer that the USPS tracking number we originally provided should be updating soon, but may take a day or two for it to finally...

scan into the USPS system, especially considering it's the Christmas holiday weekend.Tracking does show the package is in transit to be delivered ASAP: [redacted]We will try to respond via the website as best we can, but again, at this time, I'm not seeing the access link that is normally available. Thank you and have a good day!Regards,[redacted]DBH Supportwww.designbyhumans.com

Hello! I've attached a copy of all our email correspondences as well. I'm confident if you reread the emails we've sent you, you'll see the replies in there. Again, your package was reshipped and was picked up by [redacted] on Monday, March 7. [redacted] Final delivery will be made through USPS with tracking number [redacted]4. Therefore, this issue has been resolved, as we have done as you've asked and reshipped your package, as indicated in the previous emails we've sent you. I'm sorry again for any confusion!

Our phone number and other contact information is easily located by clicking the "Need Help?" link at the top of our website.  Our phone number is located in the main menu bar at the top of the need help customer service page.Page: http://www.designbyhumans.com/help/faq/Additionally, the...

customer emailed us less than 24 hours ago and we recently responded within the same hour this complaint was filed.  Since our phone number is easily locatable and the customer has been contacted prior to this complaint being filed we consider the complaint closed and the customer can resolve their issue through customer service.

I am rejecting this response because:I never received an email from Designs by Humans that they were going to reship my item on March 4th or any other email received from them.  The email on 3/4/16 just states they recieved my email/request and it takes a couple of days to respond. I have all emails sent by them. I do not want to close this complaint until I have the item I paid for in hand or the total refund paid for the item I never recieved. [redacted]

Hi there, 
 
Again, the sticker sizing says approximately sized at 3" by 4". Nowhere do we state that the 3" by 4" is an exact size. We can issue the refund for the $5.40 USD as long as this complaint will then be closed. I am sorry to hear that your email system is not passing our messages along to you, but we have responded each time, as seen in the previous attachments. Feel free to let us know if there is any more information required.

This is currently being resolved, and a replacement will be sent to the customer. We apologize for any trouble or inconvenience. The original ticket was in a separate queue, due to the busy holidays. Thank you for bringing this to our attention. Regards,[redacted]

Customer was notified on December 31, 2013 that we would be willing to send them two free shirts and asked for them to pick out two and send us their choices.  In addition we asked for photographs of the "defect" they reported in the phone case.  Both requets were ignored and have gone unanswered for over 5 months.  The customer has waited over 5 months since we requested the additional information to make any contact in reply.  We consider this matter closed as they have waited an unreasonable amount of time to contact us back to to allow us to address the original concern.

I am rejecting this response because: it is not true. I have emails to prove that I did respond in a timely manner (1/10/14) and they did receive my response. I made many calls and left many messages between my response to their request on Jan. 10 and my last email stating I would be taking action on March 3 (because I had not received the products or any correspondence either by email or phone). Also, in the attached timeline of emails, you can see that they closed the ticket deeming it solved upon their initial response before it was resolved.

Hello,
Thank you for the invoice.  Unfortunately that account does not belong to Design By Humans.  As I previously mentioned, we do not do business through Etsy and any account on Etsy claiming to be Design By Humans does not belong to us.
You will need to go through Etsy to resolve your issue, we are not involved with Etsy or this transaction.
Regards,

This is currently being resolved, and a replacement will be sent to the customer. We apologize for any trouble or inconvenience. The original...

ticket was in a separate queue, due to the busy holidays. Thank you for bringing this to our attention. Regards,[redacted]

Our phone number and other contact information is easily located by clicking the "Need Help?" link at the top of our website.  Our phone number is located in the main menu bar at the top of the need help customer service...

page.Page: http://www.designbyhumans.com/help/faq/Additionally, the customer emailed us less than 24 hours ago and we recently responded within the same hour this complaint was filed.  Since our phone number is easily locatable and the customer has been contacted prior to this complaint being filed we consider the complaint closed and the customer can resolve their issue through customer service.

I am rejecting this response because:Firstly, while the company did in fact finally contact me after this complaint was made, I am awaiting an RA# fromthem so that I may return the one defective and one unwornshirts. Once I receive this and ship them back to the company,I will need to see a confirmation that a refund/credit wasprocessed, via email preferably. At that point I wouldconsider this case closed.I would still urge the Revdex.com to investigate their customer servicespractices; as is evident on Yelp, others like me have encounteredsimilar experiences. Again, thank you for your time and assistance

Here is the requested invoice.

The message attached to the complaint can only be characterized as false.  The individual who filed the complaint has obviously done no research or they would have found our contact information using the "Contact Us" link in the footer.It sounds like the individual has been the victim...

of credit card fraud and should take any appropriate actions with his financial institution.We reviewed all credit card transactions from February 11th which is the date the individual provided and we have no transactions, attempted or successful, from any customer with the last name [redacted].Given that none of the information provided in the complaint is verifiable, we consider this matter closed and will not continue to respond.

I am rejecting this response because:
I never received an email from Designs by Humans that they were going to reship my item on March 4th or any other email received from them.  The email on 3/4/16 just states they recieved my email/request and it takes a couple of days to respond. I have all emails sent by them.
 
I do not want to close this complaint until I have the item I paid for in hand or the total refund paid for the item I never recieved.
 
[redacted]

Hello,
Unfortunately you seem to have purchased your item through an individual on Etsy who is not affiliated with Design By Humans.  Design By Humans does not have a presence on Etsy per their marketplace guidelines.
You will need to contact Etsy for further...

assistance since we were not involved with the transaction or with Etsy.
We apologize for the inconvenience and hope you are able to resolve your issue with Etsy.
Regards,

TO:         Revdex.comNortheast CaliforniaWe do not accept the response made by the business toresolve Complaint: [redacted]OUR RESPONSE to the Business#1 COMPANY STATEMENT /OUR RESPONSE:The business stated their contact information is in the "ContactUs" link.  This is FALSE in thatthe link does not provide the customer the option to contact the company directorsand/or leadership directly.  The businessaddress and a list of people (names, titles) is not provided where customers cancontact the appropriate people that are responsible to resolve customer issues.  The company’s “Contact Us” link ([redacted])requires a user and/or customer to disclose personal information which we donot to do at this time due to the nature of the impractical business practicesand potential fraud by the business.  Thelink does not provide company named leadership information of personsresponsible for on line security, PCI security, and or persons responsible forimplementing and Official PCI Security Standards.REQUEST:Please request that the business provide the name, title andphone numbers of the following individuals: CEO, CFO, Person in Charge of IT Security, and Person in Charge of PCISecurity Standards.  REQUEST:Ask the company to provide audit reports regarding the company’scompliance with PCI Security Standards.REQUEST:Ask the company to provide the names, address and contactinformation of the company’s Credit Card Processing Company.#2 COMPANY STATEMENT /OUR RESPONSE:The business stated “It sounds like the individual has beenthe victim of credit card fraud and should take any appropriate actions with hisfinancial institution. We reviewed all credit card transactions from February11th which is the date the individual provided and we have no transactions,attempted or successful, from any customer with the last name [redacted].”This is incorrect, the company authorized a charge againstour Visa Credit Card for an online transaction that originated from the company.  The transaction came through the company andthey are the responsible party.  Attachedis evidence of the transaction:REQUEST:Please ask the company to initiate and complete a full investigationof the transaction and also request their Credit Card Processing Company fully investigatethis transaction and report the full details of the investigation to us within45 days.  We are requesting an outsideaudit of the company’s online security, company’s PCI compliance and company’s CreditCard Processing processes.REQUEST:Ask the company to provide the names, address and contactinformation of the company’s Credit Card Processing Company.COMMENTS:We have contacted or Credit Card Company also and willcontinue to pursue all persons responsible. WE DO NOT CONSIDER THIS MATTERCLOSED.

Customer was notified on December 31, 2013 that we would be willing to send them two free shirts and asked for them to pick out two and send us their choices.  In addition we asked for photographs of the "defect" they reported in the phone case.  Both requets were ignored and have gone...

unanswered for over 5 months.  The customer has waited over 5 months since we requested the additional information to make any contact in reply.  We consider this matter closed as they have waited an unreasonable amount of time to contact us back to to allow us to address the original concern.

Review: On Friday Jun 3rd, I placed an order with DBH (Order #1088156). It included three stickers clearly described in both the product description and also in the invoice sent as measuring 3" X 4".

When the order arrived, 2 of the 3 stickers measured only 3" X 2". they were thinner and of a quality notably lower than the third (which complied with the description and was durable and plasticized).

I wrote to DBH on their messaging system to express my dissatisfaction. I received an automated response, assuring me that they would respond within 24 hours.

Several weeks have now passed and despite further attempts at contact, DBH have declined to respond.Desired Settlement: I believe DBH should refund me for these products or send me ones that comply with their erroneous descriptions. If they are unable to do so, they should immediately alter the descriptions since they are highly misleading.

Business

Response:

Hello!We have responded to both email inquiries from this customer. The first inquiry we have is from June 22, at 7:06pm. We send out an automated reply stating we will work to reply to the email within 24-72 hours. We were a bit delayed on replying initially to this customer, as we ended up with more emails than we anticipated, however we answered him as soon as we were able. See attachment 1088156 reply 1. We informed the customer that our sizing regarding the stickers is only approximate (as it shows in the attachment sticker size), as the stickers are made using a die cut method and any effort to make the stickers an exact 3" by 4" size would distort and diminish the quality of the designs. We do try to get our stickers as close to that 3x4" estimate as possible, but some designs will never perfectly match that. This was explained in the email response and the customer did not write back indicating further issue. On Wednesday, July 6, the customer wrote back again with basically the same initial message from June 22. We responded in kind within 12 minutes (see attachment 1088156 reply 2), and informed the customer again that the sticker sizing was approximate, as it states clearly on the sticker pages. We also informed the customer that he was welcome to request a return authorization for the merchandise if he so choose. We recommend that the customer reviews both his spam and junk mail and I'm confident that he will locate the replies we've sent him. The offer for a refund of the merchandise of the stickers ($5.40 USD - $3 each, with a 10% discount) is still valid if the customer would like to email us and request a return authorization as instructed in the Wednesday email. Let us know if further information is required.

Business

Response:

Hi there, Again, the sticker sizing says approximately sized at 3" by 4". Nowhere do we state that the 3" by 4" is an exact size. We can issue the refund for the $5.40 USD as long as this complaint will then be closed. I am sorry to hear that your email system is not passing our messages along to you, but we have responded each time, as seen in the previous attachments. Feel free to let us know if there is any more information required.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.