Royal Brand Embroidery

Attached please find a copy of the sales receipt from Mr [redacted].  As you can see it says right on there to please allow 6-8 weeks for delivery.  Which was signed as acknowledged and approved by [redacted].The hat they purchased was delivered to them on 10/20/17.  Which is withing...

our expected delivery time of 6-8 weeks after the Minnesota State Fair.Here is the tracking number from USPS:  [redacted]
As you are aware, my phone is not disconnected as you called and left me a message informing me of this complaint in my email.  In order to refund for this order, the product (hat) would need to be returned.

Review: I ordered a jacket with embroidery on the back and front from Roayl Brand Embroidery at the MN State Fair August 24, 2013. A total of $163.32. If I waited for the jacket at State Fair, the wait time would have been 2 days, which I couldn't do because my 4-H Encampment was over and was going back home. So, I was told for $7 it would be shipped to me. On August 29th, my Mom texted the business (as they can only receive texts on the phone number we have from the receipt) and asked when the jacket was going to be shipped - the reply was "We don't get home until the Wednesday after Labor Day. Nothing starts shipping until the following Monday." As of September 10th, the jacket had not been received. They said the back was on, still needed the front; would possibly be sent Wednesday or Thursday. September 11th, when questioned why it was taking so long, they said it was written up as a Stock Ship Order - nowhere on the Sales Order Form does it state that. It just stated Rush Order 7-10 Days, 20%. They they said if I wanted a full refund to let them know a.s.a.p. I told them I wanted the jacket, expecting it to be shipped within short order, as they just needed to finish the front. My Mom texted them on 9/16, 9/17 and today, 9/19 - and they have not replied to those texts and I have not received the jacket. I spend hard earned money from my 4-H Sheep Project to purchased this jacket and have it for school. What a let-down.Desired Settlement: I would like the jacket - and a partial refund - and the $7 shipping refunded.

Consumer

Response:

After filing the complaint, Royal Embroidering sent me ([redacted] Mother), a text stating the jacket had been shipped.

And it was received today, 9/20/13.

However, we are still

dissatisfied that it took nearly a month to get it. I had stated that

the shipping Trystin paid was $7 but was actually $10 and it only cost

them $5.44.

[redacted] is still asking for a partial refund of both the costs.

Thank you

Business

Response:

We are a custom order embroidery company that attends

a handful of events per year. This event

specifically is Minnesota State Fair, August 22nd – Sept 2nd,

where we have been a vender for the past 8 years. We as a business are physically closed at the

Ellsworth address 3 business days leading into the event and 2 days at the conclusion,

as we completely load out our machines and a majority of our inventory to set

up a small “shop” in the Coliseum building on the fairgrounds. We then have to tear down and then reset up

back at the home location afterwards.

During which time, no production is being run.

We in no way ever, regardless of it being at our home

shop or an event, promise or promote a same day delivery. Because of the type of service we offer, it

is almost impossible to turn orders that quick, especially like the one this

customer ordered. The design has to be

set up, which typically requires at a minimum 30 minutes computer time and can take

up to two hours. A standard jacket back

takes around 2 hours to sew and a standard chest logo about 20 minutes. There is time needed to prep the garment and

machine, as well as clean up the garment when finished. As you can see, the process is not “quick”

and under chaotic circumstances like an event, to guarantee an immediate same

day turnaround is impossible. There are

way too many variables and we chose to allow time for all of the “unexpected’s”.

The standard procedure at an event like this is:

1. a customer will walk in

2. pick out an item to embroidered

3. fill out the form (attached), merchandise listed, selecting

design, fonts, colors, all that is applicable.

Many times the items are not in stock and need to be ordered. They then get a note on the top right of the

form that says Order/Ship. This customer’s item was in stock and that is why it

says Stock/ship on the top of their form.

4. we then offer them a time that would be an earliest available option based on the

order– typically at a minimum of two days out, sometimes the following weekend

which it often is at this event since we can fill up for the entire show the

first two days depending on what orders came in. IF the customer will not be able to pick up

at a later date, or have someone stop and pick it up for them, the item/order

is then shipped. They can purchase a “rush order” at a 20% charge. Otherwise, as stated on our invoice, we ask

them to “please allow 6-8 weeks for

delivery”.

5. At that point the total is added up and payment

made.

6. Receipt given to customer. We have a 3 part invoice. White is top (our copy), Yellow- middle

(delivered with item), Pink-bottom (given to customer at point of sale). If a stock item, it is then tagged with

customer’s name and then either hung on a bar for embroidery at show or a

different on that is “to be shipped”.

We have been in business for 15 years attending shows

and processing orders in this manner. It

is a system that works for us and is why we are very specific on the order

form.

As this customer states, they contacted us while we were

still at the event, which is a 8am-10pm timeframe all 12 days. So there is no one to typically answer a

phone and why we replied via txt. When speaking with the Mother immediately

after we returned home, I specifically said to them again that this was a stock

order (just meaning it was an item we have in stock and would ship according to

our regular shipping, NO rush had been requested or paid for). The customer was very disgruntle, verbal,

even hung up on me. I had asked her if

she would like a FULL refund at that point.

She declined it then. Stated that

they wanted the jacket.

I am attaching a copy of their invoice and the

tracking information from USPS. As you

can see the jacket was shipped and received within two weeks of the show. It was actually delivered the same day this

complaint was made, prior to the time-stamp on your documentation.

Again, we will offer them a full refund as soon as

the jacket is returned to us. We are no

different than any other retail company.

You cannot demand cash for a jacket from Kohl’s without returning it at

your own expense. We will also naturally waive the 20% restock fee as the issue

has nothing to do with the quality of the embroidery or garment.

Please contact me to further resolve this situation and

confirm that this was received since I see it is time sensitive. I can

be contacted directly at [redacted].

Thanks,