M & B Enterprise

Hello,As sent in previous emails to customerOur frames can be returned for any reason.Below are the return instructions.Return Address.Attention Returns Order #*** *** *** *** *** *** *** *** ** ***See the return policy
link: ***How we process our return orders after they have been received and inspected:Orders that have been incorrectly cut, and/or are not the item purchased will receive a FULL refund of the frame price including original ship cost.Orders that are indeed properly cut, and are the item purchased, will be charged a restock fee.We have additionally tried via email correspondence at first, to see if we can solve any issue by sending out replacement materials.However, since there seems to be so many stated issues within follow up emails, that we felt it best after responses from us, to just have any frames with issues returned.(Additional stated issues: poor workmanship, frustrated, lost time, lack of customer service)Customer has not yet returned any items Once we receive the return, we will process accordingly.Regards,*** *** *** *** *** *** *** *** ** ***

I order a frame 36x36 for a puzzle, and only received a unassembled frame with no cover. I sent three massage about this problem with no reply at all. I feel that this company should have send me a reply back. I will not order anything for this company again.

Hello,As sent in previous emails to customer.. Our frames can be returned for any reason.Below are the return instructions.Return Address.Attention Returns Order #[redacted]See the return...

policy link: [redacted]How we process our return orders after they have been received and inspected:Orders that have been incorrectly cut, and/or are not the item purchased will receive a FULL refund of the frame price including original ship cost.Orders that are indeed properly cut, and are the item purchased, will be charged a restock fee.We have additionally tried via email correspondence at first, to see if we can solve any issue by sending out replacement materials.However, since there seems to be so many stated issues  within follow up emails, that we felt it best after 5 responses from us, to just have any frames with issues returned.(Additional stated issues: poor workmanship, frustrated, lost time, lack of customer service)Customer has not yet returned any items.  Once we receive the return, we will process accordingly.Regards,[redacted]

The puzzle frame I ordered was perfect! It was exactly as described, and it even came pre-assembled, which I did not expect.

Review: On Time Screen Printing & Embroidery executed an order that was not correctly performed.The person I interfaced with is [redacted] We both understood the Order was in error and came to an agreement for a refund of $100.00.There have been three follow up phone calls requesting this refund. The response has been the check was, or will be, in the mail. We are going into the seventh week, and it is the opinion of this customer that Mr. Riley has no intention of making good on his agreement. As of this date, June 17th, no monies have been received.

Product_Or_Service: 60 embroidered Triangles

Desired Settlement: DesiredSettlementID: Refund

I would like [redacted] to send a check in the amount we agreed upon for one-hundred dollars.

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@ontimescreen.com

Case ID: XXXXXXXX

Hello,

Manager [redacted] authorized a $100.00 refund to customer [redacted] several weeks ago. Apparently the customer was not satisfied with the work performed.

The first attempt by bookeeping to send out a check was unsuccessful due to the fact that only the customers name and phone number were in our system. (No address in which to send a check to was on file) The refund check got put on pause until we were able to get the full address of the customer.

A few weeks went by, and the customer finally called regarding the refund, and gave a different name and address in which to send the check to.

Bookeeping once again was put on pause due to the fact that the refund was requested to be sent to a different person, and not the person on the orginal order information that was in our system.

Before being able to clear this within our accounting systems and other management, this dispute has been found before us.

Accounting has since sent refund check# 4054 in the amount of $100.00, for On Time Invoice# XXXXX to:

Stratford, CT XXXXX

This different name and address above for the refund was the information given to us in the second correspondance by the customer, which is as mentioned is different than the orginal name on the account that had no address associated with the original order. ([redacted])

These are our internal reason which caused significant delays in getting a refund check processed.

Internal Summary:

Refund has already since been processed.

Significant delay's accured due to: 1. Lack of full address information given on customers original order information. 2.Customer request for refund to go to a different person causing accounting issues requiring approval and resulting in delays.

Regards,

[redacted]@ontimescreen.com

[redacted] and [redacted]

Derby, CT XXXXX

Phone: XXX-XXX-XXXX

Review: I ordered 3 custom frames, upon their arrival I had to do some assembling which I did on my own and worked on for hours.....mounting the art pieces, screwing the frame together and putting levels at back to push the frame forward and keep it in position....the first frame the edges did not align, the second frame had a portion of the frame bent and the third was about a cm off in measurement. I contacted the folks and they were not AT ALL customer friendly. They went straight to telling me to send back the frame with the bad measurements so they could inspect it and if it wasn't the right size then they wouldn't charge me a 20% restocking fee. They didn't bother sending out replacements or putting a plan of action into play for the other two frames or this one with the bad measurements. They seemed more focused on themselves then the customer and the money I spent for a service I did not get. I spent time and have company coming and now I have a blank wall. They do not seem to care the effort it takes to put these together or the disappointment when the frames are not as they should be.Desired Settlement: I would like new arms or frames sent out for the one that doesn't align and the one that is bent....I would like to continue business as I have other rooms that will be remodeled but without good customer service I find that difficult. The third frame that was not measured correctly or rather cut to the measurement requested well I would like a replacement. A customer shouldn't be made to pay for the fault of bad service when it is their money being spent.

Business

Response:

Hello,As sent in previous emails to customer.. Our frames can be returned for any reason.Below are the return instructions.Return Address.Attention Returns Order #[redacted]See the return policy link: [redacted]How we process our return orders after they have been received and inspected:Orders that have been incorrectly cut, and/or are not the item purchased will receive a FULL refund of the frame price including original ship cost.Orders that are indeed properly cut, and are the item purchased, will be charged a restock fee.We have additionally tried via email correspondence at first, to see if we can solve any issue by sending out replacement materials.However, since there seems to be so many stated issues within follow up emails, that we felt it best after 5 responses from us, to just have any frames with issues returned.(Additional stated issues: poor workmanship, frustrated, lost time, lack of customer service)Customer has not yet returned any items. Once we receive the return, we will process accordingly.Regards,[redacted]

On Time Screen Printing & Embroidery executed an order that was not correctly performed.The person I interfaced with is [redacted] We both understood the Order was in error and came to an agreement for a refund of $100.00.There have been three follow up phone calls requesting this refund. The response has been the check was, or will be, in the mail. We are going into the seventh week, and it is the opinion of this customer that Mr. Riley has no intention of making good on his agreement. As of this date, June 17th, no monies have been received.

Product_Or_Service: 60 embroidered Triangles