New Bern Sporting Goods, Inc.

I took a DASH BOARD COVER for my Honda 2016 Accord to be embellish with my name, Mrs.[redacted],on it.They did it wrong and refuse to fix it.When my item was return to me, I said this is not what I order,not what I ask for.The man who did it took a pic. of the size that I wanted and laugh when we were talking about it.He along with a female stated they would order another cover FREE AND CALL ME. I stated ,let me take this home and c if I can live with this. When I return home I realized I did NOT like it. It is toooo small,My car is large for the small print.I called them and they assured me that they place the order and I told them I would take their offer.3 wks. went by, I called again and was told again that it was order.Called Tu.4.12.16 and was told That I would have to purchase it myself and pay for it but they would do the embellishment for free.After telling me twice that it was ORDER.They did nor charge for the embroider which was 8.00.Thank you.Mrs [redacted]Desired SettlementPurchase the cover that they MESS UP.Business Response This note is to serve as a formal response to Mrs. [redacted]'s complaint against New Bern Sporting Goods dated April 14, 2016. I was taken aback by Mrs. [redacted]'s complaint as she is a repeat customer and to date has been more than satisfied with our work. Mrs. [redacted] placed an order to have an item personalized with custom embroidery. A photograph was taken of a previous order to determine font type and color. At the time of the order, Mrs. [redacted] did not indicate a specific width or height for her. Therefore, we used our professional opinion to determine the best height and width for the order. Mrs. [redacted] picked up her order on the scheduled due date. An employee of New Bern Sporting Goods worked with Mrs. [redacted] to install the personalized item in her car. She said that she would leave with the item and make a determination as to whether she liked it or not. She later called to say that she was unhappy, that the embroidery was smaller than she wanted. Keep in mind that the order was filled to the customer's request - the name was spelled correctly, font type was correct, and color was as chosen. At New Bern Sporting Goods, we will always stand behind our work. If we make an error, we will make amends with the customer - no questions asked. In this case, there was no error and I do not feel it warrants replacing the item.Mrs. [redacted] called the store asking to speak with someone about replacing the item. Unfortunately, a misinformed employee shared with Mrs. [redacted] that her item had been replaced but it had not. As the owner of the store, I am the ultimate decision maker in cases such as this. As I stated above, Mrs. [redacted] received the personalized item as she specified and no warranty is needed. Signed - [redacted]Consumer Response I thank NBSG for their response. There is a saying'A PICTURE IS WORTH A THOUSANDS WORDS'Their response is true except for the statement, I did not incited a specific length or height, that is why I showed them a picture of my desire for my 2015 Honda Accord. They should have measure the picture and if I am not mistaken they did measure it but did not follow up or lost the measurement or did what they wanted to do. I have not talked with the owner.I have always liked the store and do not appreciated the way the BUSINESS treated me.Plus told me an untruth. That is what I really hate.I STILL DO NOT LIKE THE SMALL EMBROIDERY,TO DATE,I always pay for what I want and do not like what they did,Even tho I am not satisfied, Life is tooooshort for this to continue. I am not please but will settle as long as they know they were wrong and should replace the item.Thank you,Mrs [redacted] AlleenFinal Business Response I too thank Mrs. [redacted] for her response. As stated in my previous reply, we used our professional judgment to appropriately size the embroidery based on the size of the item being decorated. I wish that Mrs. [redacted] would have taken the time to talk with me about the issue before filing her complaint. I certainly apologize for Mrs. [redacted] being misinformed about the replacement item. I would be more than willing to decorate the dash cover at no charge if she is willing to bring me another one. Signed - [redacted]