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Maro Designs

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Maro Designs Reviews (1)

I placed an order on Oct 8th, and by November 20th, realized I never received. I also never heard any communication regarding the order. I question whether or not this will ever be sent. The fact they they refuse to refund after 6 weeks seems unethical. If I have not received something, I should be refunded upon my request.Product_Or_Service: Photo PropsDesired SettlementMust be refunded immediately, as I have requested. Business Response The said buyer purchased from our [redacted] shop Maro Designs on October 8, 2014. We have a list of shop policies in place when making a purchase from us that cover processing time, right down to shipping. We ask in 3 different places in our shop (Shop Policies, Shop Announcements and the customers [redacted] receipt) to please be so kinds as to let us know if you require an order by a specific date. On November 19, 2014, I received negative and demanding feedback on [redacted], our company [redacted] page, a [redacted] message and an [redacted] message all before I could even respond to her order questions. I responded to the customer within minutes regarding the status of her order, explaining our shop policies and explaining that sometimes the processing time can change unannounced. It is unfortunate that we were out of the studio 2 weeks ago for the passing of both of my parents. That, sadly, delayed our shipping a week. I explained that we do have their order processed and set to go and inquired when they needed it by, so in case it was this weekend, we would have been glad to express it. Also, I asked if they had sent an email prior to last night regarding their order and the date requirements. Sometimes we have customers who email us requests and we were hoping we didn't miss their arrival date. All of the customers responses were not only demanding, but unnecessarily distressing and none of my questions regarding her order deadline were answered. Due to the custom nature of our products and our shop policies we declined to offer a refund. The customer continued to be harassing and ominous. She continued to insult my business and I explained that I was sorry that she was unhappy with the processing time, but unfortunately our business is run by myself and myself only and sometimes situations come up that we don't always plan on, that being the passing of my parents. I stated once again that her order was processed and since we are not in the studio on Thursdays that a pick up is ordered for Friday. She then started to insult me stating I was "making excuses," which at that point, I was not going to take the verbal attacks against me or my business any longer. After speaking with my husband/business partner he decided to handle the conversation with the said buyer. He messaged and stated that he would process a full refund to the buyer if she changed her feedback via a "Kiss and Makeup" on [redacted]. That was not good enough. She wanted the refund first and then she would submit the feedback. I'm not really sure how much more we could have done. She wasn't at all understanding or kind and yet we still tried to work with her. We have been in business for 5 years and I have NEVER had a customer speak to me the way this buyer did. We are a small business working part-time and have shipped all over the world. If we did not stand by our shop policies, our business would not run quite as smooth. Shop policies are there for a reason..to protect the seller. That's why [redacted] offers their seller protection, however, the buys chose not to go the route of [redacted]. We feel as though we stated what our shop was about before the buyer made a purchase. If she has contacted us, we would have been happy to rush her order, but we received zero communication from the buyer since she placed her order. During the holiday rush and the type of order volume, it is quite impossible for us to message every single customer to inquire when they need their order. We only hope our customers would kindly let us know, so we can provide them with they merchandise. The last thing we would ever want it for it not to arrive. If you have any questions regarding my response, I would be happy to answer. I have all my [redacted]'s conversations that have been exchanged with the buyer in the event that you need them. Thank you.Consumer Response I made a purchase before the holiday season ... it was Oct 8th. The website states it can take 3 to 4 weeks, which would have been reasonable. I was rating other purchases on [redacted] and noticed this item never shipped, though it read that it was expected to ship on Nov 5th. The real problem was the lack of communication, and by the 6 week mark, there was no plan in place. I reached out for a refund, and received criticism for asking for a refund. I have noted other feedback left on their [redacted] page that proves this has happened before. As any customer would be left feeling, I question what type of business this couple is running. Had they immediately given me an option, due to their personal events/excuses that lead to the delay, there would be no issue. I have made over a thousand purchases from [redacted] business owners, and this is the first bad experience in all these years! Very disappointed, and hope this effort serves as a warning to others. The feedback on [redacted]'s website is intended to be honest, based on experiences. I simply wrote that I never received the items and wanted a refund or this would be report. This is exactly how [redacted] operates. Customer feedback is the core of business success. I cannot do my due diligence by changing feedback until a refund occurs. Any consumer would share those sentiments. I have asked repeatedly for a refund, and after they repeatedly refused, they finally ended on a negotiation of me changing feedback first. What ever happened to "the customer is always right?" Once my refund occurs, I will be satisfied. Final Business Response I am sorry that we did not send an email stating that your order will take longer. My parents passed away. Suddenly. As a distraught human being, MY priority became MY FAMILY. We have 100's of orders in our shop and 99% of our customers READ our shop policies, which we CLEARLY state..."OUR CURRENT PROCESSING TIME IS A MINIMUM OF 3-4 WEEKS AND THIS DOES NOT INCLUDE WEEKENDS, HOLIDAYS, CUSTOM WORK OR LARGER ORDERS. PLEASE NOTE THAT THIS IS AN APPROXIMATE PROCESSNG TIME, NOT A GUARANTEE. PROCESSING TIME MAY VARY DEPENDING ON ORDER VOLUME. IF YOU REQUIRE AN ORDER MUCH SOONER THAN THAT, KINDLY CONVO US PRIOR TO PURCHASING. WE DON'T KNOW, UNLESS YOU LET US KNOW!"It is our customers responsibility to let us know their event date. We are so happy to accommodate rush orders, but if we don't know the date, how can we? In our shop that had been open for 5 years, we have over 16,000 sales, over 5,000 admirers, we've shipped well over 100,000 items worldwide, and have 4,700 feedback reviews, all of which have 5 negatives. Unfortunately, we can not make everyone happy. What this buyer is now doing is slandering our business. Processing a refund, before she changes her feedback, will only fault us. This buyer will never be happy. We have apologized for the delay that my parents death caused, we have tried to ship her items (even express them) and in all of this, trying so desperately to stand behind our shop policies and morals. All in all, she continues to insult our business, us as people, and claim we are making excuses regarding our absence from the studio for my parents funeral. I have never in my life met someone so hurtful and unfamiliar with kindness. After all her harassing emails yesterday, my husband offered a refund if she agreed to change her feedback and pretty much stop the harassment. Once again, it is giving her what she wanted and she still refused which only leads me to believe after we process the refund, she will continue to slander and bash our business for something that she could have easily prevented. In this case, the customer did not read our policies, did not reach out prior to her event, did not respectively contact us with her concerns and yet continues to insult our business putting the blame on us that we are running a bad business. We run a very successful and proper business...5 years in business and thousands of happy customers will tell you the same. I never criticized the buyer for asking for a refund. I simply stated that our shop policies are clearly stated and by purchasing from us, you agree to our shop policies. I have all my conversations with the buyer to prove I never spoke ill about the buyer or criticized her. Once again, she is slandering me and our business.

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Description: Novelty Retailers

Address: 225 Tullich Way, Holly Springs, North Carolina, United States, 27540-7910

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www.capitalconstructionco.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Maro Designs, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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