JNolan Design Company DBA iPRINTCUSTOMSHIRTS.com

Hi Ms., I received the complaint against my business the other day. I wanted to give a response to said complaint. I have also attached a letter that I had sent to the chief in light of the ridiculous demands of my client. I started speaking to the client on August 29, 2019, when he explained the scope of the job to me and requested pricing. It was explained to me that this was an ongoing job through all of October and there was never a hard date specified as to when the first batch was needed. On August 30, 2019, I provided pricing via email. We were going back and forth on pricing and as of September 10, 2019 there had been no approval of pricing or art submitted. September 10, 2019, the client submitted art and on September 11, 2019, I re-submitted pricing based on his loose expectations of the total order. On September 17, 2019, we discussed the handling fee and expected weights, at which point he asked me to come down on my $1.50 handling fee to $1.00. That was fine with me as this was a charity. September 19, 2019, the client re-submitted the front art and instructed me to use that instead and agreed to pay a $1500 deposit. September 20, 2019, I submitted a virtual proof via email. At 9:55 PM, he arrived at my house to drop off inventory of shirts from last year and mailing items (labels, bags, envelopes and boxes).Monday, September 23, 2019, he emailed the approval of the art at 1:02 AM and at 8PM he was asking for samples. I informed him, that’s not how I do things and at that point I hadn’t ordered shirts yet. Asking for a hard proof hours after approval is not a common practice even for the largest of companies.Wednesday, September 25, 2019, I sent an invoice for the deposit in the amount of $1500. Since I don’t begin any work until I receive a deposit, nothing to that point other than the virtual proof was done, however, I was monitoring the store and collecting the quantities so I could place one large order once I got the deposit and save on shipping. Friday, September 27, 2019, I received the $1500 deposit. Again, the client asked for a sample, which I replied that the job is in progress, and they will start shipping next week, meaning the week of September 30, 2019. Monday, September 30, 2019, I informed the client again, the shirts would be arriving that day and that we would be able to start getting shirts out that same week. Immediately after I reminded him, he sent an email that I was copied on to a customer that the shirts would be going out “this week”. October 1, 2019, at 1AM, I received an email from the client in an excited state about his expectations and how the shirts should have been going out already and that people were expecting to wear them that day. We discussed printing on a rolling basis, yes, but the client did not mention a hard due date, even on the first batch at any time. I explained to him that it’s well within a two week turn around time from the time I received the first numbers, the art approval and the deposit. I also explained to him that I have other clients and commitments that were made prior to this job and receiving any sort of deposit. I never once expressed that the shirts would not be done and in fact was making every possible effort to make sure the shirts would be ready the week of September 30. The shirts were already at the shop, the screens were there, everything was in production at that point.October 1, at 9:05 AM I received 4 phone calls in a row from the client. I have been in this business long enough to know when a client is upset and to only speak to that client via text or email so that nothing I say can be misconstrued. The client became belligerent, using foul language and telling me that he would be coming to pick up the previous year’s inventory and the mailing items. I informed him, he doesn’t need to speak to me in an ill manner, and he could pick everything up when the job was done. He then “fired” me and said he wanted to terminate the job. I informed him, the job was in progress, the shirts had been paid for, I was just making sure my commitment was honored. He then proceeded to threaten me that he was going to advertise my poor communication and inability to complete the job, which was untrue. He also threatened me that he was going to call news papers and smear my name to them. His response was to call the West Goshen Police Department. The police called me and I spoke to an officer who informed me this was a civil matter that they don’t get involved in and if I didn’t feel comfortable with the client coming to my home, I could drop off the items at the police station. I informed the officer I was unable to do it that day, but would do so on October 2, 2019. Also on October 1, 2019 at 2:00 PM, I contacted a another representative who apparently is in charge of payments for the association as I wanted to speak to someone who could calmly talk to me and I could explain the situation to. I was informed she is only the financial contact, that the client handles everything. That evening October 1, 2019, I saw this posted to the shopify store:Unfortunately, we are facing delays in delivery of this year’s tees. The vendor that was to print and ship the tees this year has been unable to fulfill any orders so far. We have terminated our arrangement with this vendor and are working with a local law enforcement agency to secure the return of previous years shirts so that they can be shipped as well.We have re-partnered with our previous vendor to step in and take over the printing. We anticipate that shipping will commence on 10/7/19.The PFD Family Association is dedicated to rectifying this situation as quickly as possible and ask for our supporters to continue to help us in the fight against breast cancer. We apologize for the inconvenience. If you wish to receive a refund, please email *** with details of your order. On October 2, 5:04 PM, I attempted to drop off the items that he dropped off to the West Goshen Police Department, at which point the officer informed me that they would not take it and that arrangements could be made to meet in front of the police station with an officer present. October 4, 2019, the shirts were all completed - all 1178 of them accounting from all orders 9/20/19 to 9/26/19. Since I felt it best not to speak to the client because of his agitated state, I asked my cousin where I could drop everything off. I was told by him to drop things off at 240 Spring Garden Street. So, at 2:30 PM, I dropped off 1178 shirts, but when the person at the desk alerted the client the order was there, he made them refuse shipment. So that is where we are. Because this client had no trust in me, and would not take my word that things were in progress, he threw an adult tantrum. I, in fact kept my word, and if he had just let everything happen, his customers would have had the shirts probably as early as Saturday, October 5. If the shirts needed to be delivered for a pickup, they could have been available Saturday or Sunday.The client never mentioned a hard date, nor was any information that the department was allowed to wear it as their uniform starting October 1. I am out a considerable amount of money for this job since the $1500 deposit did not even cover a quarter of the expenses I've incurred. I am not a thief, nor someone who "holds items for ransom". I am however a small business owner that cares about what I do and what I put out. This client is extremely unreasonable to deal with and his lack of understanding of how the printing process or any small business works is astounding.Please let me know if you have any questions. Thanks

Hi Ms., I have received the rebuttal from Mr.. I will address each point as it appears in the response. First, saying that the remarks are untrue. I've sent you the same exact Items that I sent the Commissioner. All the emails and all the texts are there. If you'd like me to send them again, please let me know, I certainly can. They clearly show all the information. We had a phone call on the day I said. Let me state this again, there was no definitive date that the first batch was needed, I was told it was to be an on going job throughout the month of October. If a date of 10/1 was mentioned, be assured, they would have been done by then, but there was no hard date stated. It is standard practice in any printing environment that a proof for placement and color is sent regardless if the client states it's camera ready art or not. I would not want something coming back on me if something was misspelled or something was missing. I've worked in several print shops and design agencies, nothing gets done without a proof. Ever. I've also learned to not proceed on any job without a deposit.The statement about the art not being what he sent is a lie. I used the exact art he sent and he approved for the shirts. I can send the approval email if you'd like as well. I also never do work without a written approval which is why I wanted an email response, verbal approval of art is not acceptable, especially if I do not know the person. Regardless of what my shop situation was, I was getting the job done. I told him they would be done the week of 9/30 and they were. In his excited state he "fired" me. You can't do that once the job is in production, a proof has been approved and a deposit has been paid. You can't order something custom and a few days before they are done, cancel or "fire" the person doing it, walk into any shop that does custom work and they will tell you the same thing. I made arrangements to fulfill my end of the bargain with a shop that I've partnered with in the past well before Mr. "fired" me. No one ever cares where the shirts are being printed as long as they are printed and printed well. The only exception to that is when a job needs to be printed in a union shop, which these did not.I was unable to provide a photo of the progress of the printing, as I am not employed by the company that printed them for me. I wasn't about to march into their shop and demand to see progress. They, like me, had other jobs going on. When I am doing any job, other than the proof, no one gets photos of the process. Again, it doesn't matter where things get done and printers take work to other printers all the time. Things happen, machines go down, a shop could have better equipment more suited for the job, someone could be away on vacation and the original shop doesn't have the manpower to complete a job, whatever the case may be. What does it matter where the job gets done. I told him they would be done that week and they were. Who hires another company the second something doesn't go their way?The "generous" offer he speaks of was offering me one dollar per shirt. The shirts alone were well beyond one dollar a piece. I invested a substantial amount of money on this job between the shirts and printing. The $1500 deposit didn't even cover the shirts or the printing at all. Please let me know if you need anything else. There is no change in my original timeline as that's how everything went and you can see the email and text messages as proof.Thank you.