Machine Laboratories, LLC

[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,

[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,

Hi Benita,Thanks for passing along the customer complaint so we can respond. The customer, Angelina V Campos, already contacted our support team on Monday, March 28th @ 4:50pm and we responded Wednesday, Mar 30 @ 2:24pm. (see attachment for photo that includes email...

support history with the customer)  She requested a refund and wanted to return her order because she “expected the product she purchased to be an actual board game”. Her claim is that the game was falsely advertised but we have reviewed the online shop page for the product, called “[redacted]”, and verified that this is not the case. This game has been purchased in the past without customer complaints so there’s no evidence to show that false advertising is to blame. We also asked a couple other people in our community to look at the game and they understood what was included in the components.You can view the online shop page for it here: https://www.thegamecrafter.com/games/[redacted]. There is a section at the top of the page called “Components” that lists everything included in the game. The disconnect here is that she somehow assumed she would be getting a thick game board made of materials like wood? We do have the capability to produce thicker game boards but if the game included one then it would show this on the game’s list of components. Instead it is "Large Square Mat". Mats are made out of a very high quality 305gsm card stock, not “a piece of paper” like she says. This was a design decision by the game designer and so that’s why it includes that component. However, if a game includes a game board then it is clearly listed in the components box. (see an example here: https://www.thegamecrafter.com/games/zerpang-)I should include some context in terms of how our online shop works. Here’s a breakdown of how our service works:1. Tabletop Game Designers from around the world use our service and we print/manufacture custom board games for them.2. Designers can choose to self-publish their game and sell it in our online shop. (i.e. like [redacted])3. When a customer buys the game, we print and ship it to the customer. Then we pay the designer royalties for each sale.So the games are owned and created by users in our online community. And we are just the fulfillment partner. We do not allow returns on products because every game we sell is custom printed on demand and then shipped to the customer. This is clearly explained in our return policy as well as in our terms of use under section number 8.The customer did receive a fully functional tabletop game that is 100% playable and designed according to the specifications of the game designer. We did provide her with the game designer’s contact info in case she wanted to talk to him about this. But from our end, the product was manufactured from scratch and shipped to the customer per our agreement. If the customer was unsure what they were getting before purchasing, she had the ability to contact the game designer (designer's name is listed on the shop page and clicking on the link provides you with the game designer’s contact email) and get clarification.Let me know if you have any further questions and I’ll be happy to help. I’ll be exhibiting at a game convention this weekend and leaving tomorrow. So my response may be a bit delayed while I’m working the show floor. ThanksRegards,