Pride Bites

I do not feel as if the customers' complaint is fair or validThe customer ordered twice from our website (although the T mobile promotion was supposed to only be for time use per customer)We allowed both orders to go through and even provided an additional refund to her second order due to a pricing bug on our websiteHer first order was packed, shipped and delivered to her house within business daysThe second order was packed after USPS had come to pickup orders on a Friday before July 4th holiday weekend so the order did not ship outOur website clearly states that all orders take 1-business days to process then approximately 3-business days to shipThe second order is still within this time frame due to the holiday weekendAll customer service emails were responded to within hours of receiving them which again seems very fair and reasonableWe take customer service very seriously and every positive and negative review means a lot to our growing companyIt is unfortunate when customers give you very unrealistic expectations to live up to and then instantly report you to Revdex.com

We definitely understand the frustration of [redacted] on his orderThroughout his order process we sent over emails updating him on the status and estimated deliveryIn addition we offer a real time tracker on our website that allows our customers to track their order throughout the production processWe are sorry that the customer feels he was mislead or scammed on his order but this was far from our intention [redacted] took part in our T Mobile Tuesday promotion which unfortunately delayed a large amount of orders for our companyWe are a small growing company and we received over 250x our normally daily order volume on that dayThis is not an excuse but an honest answer as to why [redacted] 's order was delayed and why he may have received a poor customer service experience with usOur customers are our number one priority so it is unfortunate when they do not feel that way or have a negative experience with our brandI looked back at [redacted] 's emails and responses with our customer service team and it looks like his order was actually refunded on 8/(see attached)We will still be shipping the order out to the customer as soon as we receive it to our warehouseI am willing to help resolve any other issues the customer may have if he would like to call my personal cell phone at [redacted]

Hi, We have submitted a refund to this woman and are going to remake her order as a "hand drawn" portraitThe reason this happened was we upgraded our printing style after being on Shark TankWe filmed Shark Tank months ago and in the midst of waiting for our segment to airing, we upgraded our printing method in order to scale for thisWe sent a private note to this woman personally apologizing and have already refunded herWe will be adding the hand drawn aspect back in the next 2-weeks due to customers wanting that We are working hard to constantly improve our products and apologized and refunded this woman already Thanks,***

We are extremely sorry for the experience this customer received with us however we tried to be as transparent as possible with all three ordersOur website has a realtime order tracker that allows customers to get an ETA that their order would be deliveredIn addition we sent over emails through the production process explaining that there would be a delay due to our huge traffic spike from T Mobile Tuesday promotionI have gone ahead and refunded the item that the customer still has not receivedI don't feel that it is necessary to refund all of the customers orders, however if that will help resolve their Revdex.com complaint and get it removed I would be willing to do soOur customers come first and we are sorry that this one did not have a good experience with usWe are a small growing company and are trying our best to deliver high quality products in our promised turn around time all while providing great customer serviceUnfortunately we fell short on our promise to this customer

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. I asked for a refund before I received the other two items but I was ignored on that subject. That real time tracker DOES NOT work. I received only two emails regarding that the T-Mobile promotion was overwhelming. One personalized email after I had sent you guys an email asking for my Products and asking for a refund, and one mass email with the video attached. I get being overwhelmed but it's been two months now. Anyways all I ever wanted in the beginning was a refund and I'll leave it at that. Thank you. Regards, [redacted]

Revdex.com:
I have received a response from Pridebites and they have resolved my issueThey were very kind and helpful
Regards,
*** ***

Hi,
We have submitted a refund to this woman and are going to remake her order as a "hand drawn" portraitThe reason this happened was we upgraded our printing style after being on Shark TankWe filmed Shark Tank months ago and in the midst of waiting for our segment to
airing, we upgraded our printing method in order to scale for thisWe sent a private note to this woman personally apologizing and have already refunded herWe will be adding the hand drawn aspect back in the next 2-weeks due to customers wanting that.
We are working hard to constantly improve our products and apologized and refunded this woman already.
Thanks,
***

Complaint: ***
I am rejecting this response because: it doesn't resolve the complaint I placed the order on June 28, and received an email on July saying the order was in production All the response indicates is that the order is still in production weeks later There is a promise of delivery but no commitment date; they blew past their 3-week commitment weeks ago and there is zero indication that the order will be delivered any time in the foreseeable future. I want to know when my order will be delivered August? September? by Christmas? Before the turn of the century?
Regards,
*** ***

The customers' order is still in productionAll of our orders are custom manufactured and like the customer said, we have been overwhelmed with a high order volume which has delayed productionWe have sent multiple emails including the one the customer referenced letting our customer know their
orders will be lateWe are doing our best to ship as soon as possible to all customersThe customer 100% will be receiving their order

Complaint: [redacted]
I am rejecting this response because:
It does not take responsibility for what Pride Bites, Inc. ("the Business") did wrong:(1) Not keeping the customer appraised on order processing and delivery status.Business only "sent over 5 emails" because I was taking the initiative to inquire about the radio silence I had gotten from the Business. Those 5 emails were in response to my inquiries. Even in this response to Revdex.com, the Business continues to attempt to mislead. Business tells Revdex.com about a "real time tracker" on its website. The Business did not inform the customer about this "real time tracker" ever. In the Business' response to Revdex.com is the first time customer has ever heard about a "real time" tracker.If the Business was inundating with orders on June 27, 2017 and is unable to fulfill the orders, the Business needs to at least tell the customers. Customer gave the Business 5 weeks to do so and the Business finally admitted its inability to process customer orders in a timely fashion. However, the Business had no problem with accepting orders it could not handle and taking the customers' money. This should be a red flag to Revdex.com of a dishonest company. It's especially disturbing and salient given that the Business is is self-proclaimed "small growing company." If a small growing company already exhibits such dishonesty exploitation, and predatory-tactics, the Revdex.com should keep its eye on this small growing company in case it grows into a large corporation that feels it is above oversight.(2) Stopped being responsive when I requested a refund.The Business states it "sent over 5 emails"to Customer. It did in response to the Customer's inquiry. Albeit dishonest, the Business deserves credit for being responsive when customer first emailed them. The fact that the Business established a pattern and showed the ability to be responsive to Customer should make it particularly disturbing and concerning to Revdex.com that the Business decided to completely ignore the Customer when Customer requested a refund. There is no way for the Business is lie its way around this deliberate avoidance of a Customer after taking the Customer's money and not given the Customer anything he paid for.(2) Lying thru its teeth and misrepresenting to everyone that its "customers are [its] number one priority."Actions speak much louder than words.Actions don't lie. Words do.If the Business is sincere (which it has not shown that it is) about its apology, it can do the bare minimum and start removing identifiable bad elements of the Business--Grant Prengler. This might not fix the issue as Mr. Prengler received direct orders to lie to the customers from up the chain.I don't want to see any more customers getting scammed by this business.
Regards,
[redacted]

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. I asked for a refund before I received the other two items but I was ignored on that subject. That real time tracker DOES NOT work. I received only two emails regarding that the T-Mobile promotion was overwhelming. One personalized email after I had sent you guys an email asking for my Products and asking for a refund, and one mass email with the video attached. I get being overwhelmed but it's been two months now. Anyways all I ever wanted in the beginning was a refund and I'll leave it at that. Thank you. 
Regards,
[redacted]

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.  Please do note that the response received from PrideBites was not received until after the Revdex.com complaint was filed.  The response by PrideBites to this complaint made it sound like they had already resolved the issue with this "woman."  In any event, I received an email this afternoon from PrideBites and their response was quite satisfactory.  I appreciate their willingness to go above and beyond to rectify the issue.
Regards,
[redacted]

Hi, We have submitted a refund to this woman and are going to remake her order as a "hand drawn" portrait. The reason this happened was we upgraded our printing style after being on Shark Tank. We filmed Shark Tank 9 months ago and in the midst of waiting for our segment to airing, we upgraded...

our printing method in order to scale for this. We sent a private note to this woman personally apologizing and have already refunded her. We will be adding the hand drawn aspect back in the next 2-3 weeks due to customers wanting that.  We are working hard to constantly improve our products and apologized and refunded this woman already.  Thanks,[redacted]

We are extremely sorry for the experience this customer received with us however we tried to be as transparent as possible with all three orders. Our website has a realtime order tracker that allows customers to get an ETA that their order would be delivered. In addition we sent over 5 emails...

through the production process explaining that there would be a delay due to our huge traffic spike from T Mobile Tuesday promotion. I have gone ahead and refunded the item that the customer still has not received. I don't feel that it is necessary to refund all 3 of the customers orders, however if that will help resolve their Revdex.com complaint and get it removed I would be willing to do so. Our customers come first and we are sorry that this one did not have a good experience with us. We are a small growing company and are trying our best to deliver high quality products in our promised turn around time all while providing great customer service. Unfortunately we fell short on our promise to this customer.

We definitely understand the frustration of [redacted] on his order. Throughout his order process we sent over 5 emails updating him on the status and estimated delivery. In addition we offer a real time tracker on our website that allows our customers to track their order throughout the production...

process. We are sorry that the customer feels he was mislead or scammed on his order but this was far from our intention. [redacted] took part in our T Mobile Tuesday promotion which unfortunately delayed a large amount of orders for our company. We are a small growing company and we received over 250x our normally daily order volume on that day. This is not an excuse but an honest answer as to why [redacted]'s order was delayed and why he may have received a poor customer service experience with us. Our customers are our number one priority so it is unfortunate when they do not feel that way or have a negative experience with our brand. I looked back at [redacted]'s emails and responses with our customer service team and it looks like his order was actually refunded on 8/15 (see attached). We will still be shipping the order out to the customer as soon as we receive it to our warehouse. I am willing to help resolve any other issues the customer may have if he would like to call my personal cell phone at [redacted].

I do not feel as if the customers' complaint is fair or valid. The customer ordered twice from our website (although the T mobile promotion was supposed to only be for 1 time use per customer). We allowed both orders to go through and even provided an additional refund to her second order due to a...

pricing bug on our website. Her first order was packed, shipped and delivered to her house within 3 business days. The second order was packed after USPS had come to pickup orders on a Friday before July 4th holiday weekend so the order did not ship out. Our website clearly states that all orders take 1-2 business days to process then approximately 3-5 business days to ship. The second order is still within this time frame due to the holiday weekend. All customer service emails were responded to within 72 hours of receiving them which again seems very fair and reasonable. We take customer service very seriously and every positive and negative review means a lot to our growing company. It is unfortunate when customers give you very unrealistic expectations to live up to and then instantly report you to Revdex.com.