Sandscripts.com,inc.

Sorry the customer does not like our answer First of all, two different orders with two different product designs were listed with his name on them within our system, when we discovered this, we were unsure of why and asked the customer He answered and we immediately produced and
shipped his one order Never did we ship his order to someone elseThat wasn't the case - customer received exactly what he ordered Secondly, ship methods are to our discretion, due to credit card regulations, product values, urgency of need and shipping guidelines to international destinations, we shipped this customer's order to him via our standard ship method to *** * *** standard ground As stated on his sales receipt, terms of sale at time of order (checkbox agreed), faq's, etc, etc - ALL TAXES and DUTIES are the sole responsibility of the recipient We are true to our custom's paperwork and ship to international destinations with product value, we do not ship as a gift or make any "favors" of such to our customers This customer has already attempted to slander our company on a review site online, sorry he bothered you with this matter as well In years of exclusive online shipping, we've never had a complaint like this where a customer so publicly is trying to skirt around customs obligations.MrsS***ownersandscripts.com, inc

Review: Placed a order Jan 12 2016. Recived a email saying they had a computer glitch and my order was sent to someone else. Recived my order Feb 8 2016. When I placed my order there was shipping options, I chose [redacted] first class shipping. Order arrived via [redacted] what I did not pay for with a $77.28 c.o.d charge. Called the company to resolve the problem, upon telling them the issue they hung up the phone. Sent email still no response?Desired Settlement: Do not want to see this happen to someone else

Business

Response:

Sorry the customer does not like our answer. First of all, two different orders with two different product designs were listed with his name on them within our system, when we discovered this, we were unsure of why and asked the customer. He answered and we immediately produced and shipped his one order. Never did we ship his order to someone else. That wasn't the case - customer received exactly what he ordered. Secondly, ship methods are to our discretion, due to credit card regulations, product values, urgency of need and shipping guidelines to international destinations, we shipped this customer's order to him via our standard ship method to [redacted] standard ground. As stated on his sales receipt, terms of sale at time of order (checkbox agreed), faq's, etc, etc - ALL TAXES and DUTIES are the sole responsibility of the recipient. We are true to our custom's paperwork and ship to international destinations with product value, we do not ship as a gift or make any "favors" of such to our customers. This customer has already attempted to slander our company on a review site online, sorry he bothered you with this matter as well. In 20 years of exclusive online shipping, we've never had a complaint like this where a customer so publicly is trying to skirt around customs obligations.Mrs. S[redacted]ownersandscripts.com, inc.

Review: I placed an order for 65 custom printed party bibs with Sandscripts (and my credit card was charged) on Feb 10, 2014. I approved the design proof for the order on Feb 22, 2014. I followed up via email on March 21, March 28, April 3, April 8, and called multiple times on each of those days as well. I did not receive a single response to any of my emails and only one response to an order status request via their online chat feature that simply said "Sure! Will gladly check into it and will advise." I followed up to that response twice and never heard back. As mentioned, I called their office multiple times on each of the days that I sent emails and no one answered any of their phone lines. I finally reached someone on April 21 who told me that they were just finishing up the order and that the bibs would arrive the following week. Another week and a half went by and I got ahold of them again on the phone and a man told me that now the bibs were out of stock but that I should receive them the following week (which didn't make sense to me given that the week prior I was told that they were almost complete and ready to be shipped). On May 5, they sent a notification that a UPS shipping label had been created, but nothing has been dropped off at UPS. Their website says that imprinted products generally ship within 3-14 business days. It has been 67 business days and we still do not have our product. I read in the reviews on this website http://[redacted]that many people had this EXACT same thing happen to them (including the UPS label creation without the package being dropped off) and that some received their products crumpled up only a couple of days before their event. It is pretty clear from looking at that website that others have had an awful experience with this company and that the company did some damage control and left reviews to counter the negative ones of their customers. I do not believe that this is a legitimate business.Desired Settlement: I would like a full refund as we have not received any product from this company. My credit card should not have been charged until production was complete. We no longer trust this company and want a refund so that we can quickly order bibs from a reputable company and have them in time for our event. I also want to inform the State of NJ about this fraudulent business operating in their jurisdiction and prevent others from having the same terrible experience.

Consumer

Response:

The day after you sent the complaint to the business, the products magically appeared on our doorstep! After 70 business days. I just wanted to send you a message (as requested) that this complaint has been resolved. However, the customer service issues and excessively delayed delivery complaints still hold true and consumers should be warned about this before ordering from this company..- Please let me know if I need to submit a new or separate complaint based on these factors alone.

Review: I ordered from Sandscripts.com on May 10th, 2013 for a purchase for my wedding on June 30, 2013.

I have called in the past to check on my order and was treated very poorly and given no information.

I called back on the 25th of June to re-check my order and was treated like I was an inconvenience and still

given barely any information. I was told not to worry.

I called back to get a tracking number for my order and was treated even worse. The debate escalated and I was

very upset by the customer service I WASN'T provided with. I was hung up on several times, then the phone just answered

and someone was just sitting there in silence.

After having yet another heated debate over my order and getting a tracking number, she finally gave me a verbal tracking number

but when I asked to repeat it she hung up on me. I called again and was greeted with silence.

I simply said to cancel the order and that I wanted a refund, to which she was doubly rude.

After several heated arguments over my order that should have already been done, she proceeded to call my local PD to complain about

ME being rude.

This company has yet to give me any tracking information in writing.

This was absolutely the worst company to work with. I was treated poorly even before I got upset.

Even the ordering process was sub par.Desired Settlement: I want a refund and an apology for not being able to give me information, calling the cops over their mistake

and being overly rude.

Business

Response:

Customer received custom printed order - in time for her event as stated. Her "[redacted]" is over and she is forbidden to ever order from Sand Scripts or any of our sister companies ever again.Her rage is uncontrollable, she was threatening and harassing - none one calls our customer service representatives a "[redacted]". No one calls repeatedly and harasses our customer service reps as she did. This person is dangerous and we wish you to please close this claim immediately. Thank you.---Auto transcript of message left with customer service and actual attached:[redacted] Hi my name is [redacted] and I justcalled to not only do I get the rudest customer service I have ever experiencedwhen trying to plan my wedding but also I can get no information I place thisorder a month ago and I would like a tracking number so you need to call meback or I will repeatedly call you all day long. I'm just shocked andappalled that with things being ordered for specific events for people that arespecial your reviews online are horrible I don't know what kind of customerservice you expect to give or you just think that you could just do whateverthe [redacted] you want to but I need a [redacted] tracking number I will request arefund and don't think I won't get it because believe you me I do have thenetworking to get that st done and it's only 40 dollars so I suggest you callme back with the tracking number and have your girls actually be decent enoughto [redacted] talk to - [redacted]- I will call call repeatedly repeatedly overthe next [redacted] days you better [redacted]in believe that [redacted]<[redacted]>

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Only after receiving horrible customer service that was beyond horrible did I snap.I had contacted them weeks before this and still was met with utter rudeness.Eventually, after being treated like that, people do snap. Hence the plethora of negativereviews given by other customers.Their idea of of customer service is majorly skewed.I did receive the disgustingly made wetnaps, but couldn't even use them. Half of them, the color did not match, and it was just a simply made sticker sloppily put on wet naps. And as for their response stating my "dirty wedding", I find this double the insult. Yes, it was dirty,we had BBQ!! But for them to include that dig in their response shows again their lack of businesssavvy and total uncaring for their customers.And the reference to me using the "C" word was when they answered the phone and stood their silentand I thought they had hung up on me. Yet again, another sign of stupid people trying to make a quickbuck.Therefore, I reject their response, and of course will never order from them again, because their workis [redacted] at best, and they have more unsatisfied customers then satisfied. They should be ashamed of themselves. And it was definitely not work $50.Shame, shame on you Sandscripts.com. I also find it odd that THE DAY I complain is the day they decide to send my wet naps. AFTER they told me theywere in production phase. So they flat out lied and are just lazy people.They rip people off, plain and simple.

Regards,

Review: I was interested in placing an order for bibs from this company, and I followed instructions as is on their website. I chose a bib material, I chose the design I wanted printed on the material, and I chose a font for the design. They then are to send a sample proof which the customer is to approve and send a confirmation signature, via fax or email which reads something along the lines of "I [so and so] approve [said design]....." which I did not do. I did not approve the sample they sent me because I was not sure that I was going to place the order yet. A few days went by, and although I noticed my card had been charged, I thought the order was not finalized as I had not sent my approval. I emailed them to apologize for delaying my approval and that I was not sure I was going to go through with it. No response was given. I e-mailed again a couple days later to let them know I was not going to send approval at all, that I was not placing an order with them. No response. I then called them, and the customer service rep told me he did see my emails on file and said he didn't know why I had not yet been contacted. He said he would reforward my emails to the correct department to assist me since he could not, and that I would be contacted within 24 hrs and it should not be an issue to have my money issued back to my card. 120 hours, 2 phone calls with no answer, and a message to their page later, I got a response saying thy had never receive any emails from me (even though I was told they had them on file) and that I would not get refund since my order was finalized, "binding" and complete and had already been printed, and that they have a no cancellation policy. Which is fine, but I never approved nor gave them the green light to do my order. I was called a thief, literally, and was told they would do me amazing favor of canceling my order but would keep a portion of my money as a fee to pay them for their work. Work they were in no place do in the first place.Desired Settlement: This is not my fault, I feel they deliberately ignored my emails in order to put the order through and do the work to at least get money from me by charging me a cancellation fee at the end which makes no sense since they supposedly don't do cancellations. I was called a thief by a [redacted] and was made feel that I was in the wrong, when they are in the wrong, and if there is any thief in this case it's them. I was only refunded $124.38 from a $189.38 charge. They still charged me $65 dollars for work they should not have gone ahead and done and are claiming they deserve for the work they did on the bibs. I am seeking a full refund, in this case now owing me $65 dollars since they refunded only a part of it. Their customer service is awful, non-existent I would say, and I would like an apology as well. I know how to follow instructions, and their order process says to send via fax or email, a signature approving final sample, which I did not do, and was told I was wrong in this is case

Business

Response:

As everyone well knows, there are two sides to every story. Sand Scripts is an online exclusive retailer, customers educate themselves on our products and policies then contact us to place an order. Our products are custom created and fast, efficient service is our mission since we put the printing industry online 20 years ago. This customer contacted us and gave all order details via email then provided complete payment details via phone. At that time she was told of our strict non-cancellable order policy on the phone upon order and was told that work would immediately commence. It did. Customers are well educated upon order that these are firm orders and NOT contingent upon proof approval, The customer required for us to custom create artwork for her order, we provided this service and also immediately allocated the materials required to produce this order. This takes plenty of labor. The customer received the artwork with numerous imprint choices prepared especially for her. She made a change and the order was sent on. As each customer is told - this is a firm order and can not be canceled, we work with you with the artwork and make it exactly what you want then go to print. That's the process. Below is the URL to our very clearly posted terms and her original email order and proof approval with amended artwork request which was immediately created by our artists and resent. Also attached is her sales receipt which also discloses all policies. It was a kind gesture of ours falling on the sympathy of her alleged canceled wedding to provide the money back for her order less the fully disclosed $65 cancellation fee for special circumstance canceled orders which covers our artist's work in preparing the custom art made especially for order. We don't appreciate her taking our artwork and running away with it unpaid. That's stealing and we won't stand for it at all. We've been doing this 20 years, we are extremely thorough and sincerely don't appreciate customers who feel entitled in this manner. Please ask this customer to kindly move on with her life and find happiness. Thank you. [redacted]TERMS: [redacted]---From: [redacted] Sent: Thursday, July 24, 2014 10:44 PMTo: Sand ScriptsSubject: Re: Proof from Sand Scripts # [redacted] Forthe 60 count bibs in choice d Sent from my iPhoneOn Jul 24, 2014, at 6:31 PM, Sand Scripts <[email protected]>wrote:For which proof choiceplease? --------Original message --------From: [redacted] Date:07/24/20148:39 PM (GMT-05:00) To:Sand Scripts Subject:Re: Proof from Sand Scripts # [redacted] Hi, thank you so much for the proofs, I'd actuallylike to change the text from "I got dirty at [redacted] wedding"to "Getting Dirty at [redacted] Wedding"Sent from my iPhone----- From: [redacted] Sent: Wednesday, July 23, 2014 12:53 AMTo: Sand ScriptsSubject: Bib Order Placement Hi my name is [redacted] and I would like topurchase some personalized bibs. I have the information down below, and I am abit confused on how to order so if I miss anything I apologize ahead of time.1. Quantity : 602. Material : A3. Imprint size : 3- 7” x 10”4. Color : BlackImprint: We would like to have only text on the bibs and we would like them toread, “I Got Dirty at [redacted] Wedding”Event Date : Aug. 30, 2014Shipping Address : [redacted]Payment : I am not sure which form of payment I can use, or you accept.I hope to hear back from you soon, and I apologize again if I missed anything.Thank You.-[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is untrue, and it lacks information.

Review: I placed an order with company on April 29, 2013 and paid in full. I approved artwork on May 6, 2013. The website quotes non expediated orders will ship within 14 days. I have yet to recieve any items. I have asked for over a month for a tracking numer. I was finally emailed a UPS tracking number on June 21, 2013. To date this tracking number is not valid with UPS.Desired Settlement: An immediate full refund and for other consumers to be aware of this terrible business practice.

Business

Response:

We apologized for the shipping delay in this order. Rectified and delivered all products ordered in time for customer's event.

Proof of delivery: UPS 1ZX0485W0259815859

and USPS 9405510200830867178774

Please close this claim. Thanks.