Small Batch Customs Reviews (%countItem)
Small Batch Customs Rating
Address: 820 Highway 2, Sterlington, Louisiana, United States, 71280-3001
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Order placed on 11/25, will not respond to my emails
On 11/25 I placed and order for an item with this vendor valued at approximately $75., order confirmation stated to allow 5 business days for shipping. On 12/5 I inquired as to when my order would ship, Dawn Holloway responded stating she could not give me an approximate ship date. I inquired again by email on 12/11 and 12/28 and did not receive a response. I would really like my item, if that cannot be accomplished I would like a full refund.
I want the item I ordered or a full refund
Ordered a customized Yeti tumbler on Oct 29. The company website indicated the processing of the order would take 5 business days. I was charged immediately for the order with Amex. After the 11th business day, I contacted the company concerning the order. I received a "nice" email indicating that the order could be processed in a "2-4 week" time frame and that the company was "very busy" with the holiday orders between Sept-Dec. I could pay another $20 for a rush order but no idea what that entailed in terms of a delivery date. Again, they were a busy company and I didn't read the "fine print". However, there was no "fine print" to be read. I then sent an email cancelling the order. After waiting another 14 days and no reply from the company with a cancellation confirmation, I contacted Amex / Apple Pay to do the work for me.
Product_Or_Service: Yeti 20oz Customized tumbler
Order_Number: 1893
Account_Number: N/A
Desired Settlement ID: Modification/discontinuance of Update the company website to provide a proper explanation of order processing and delivery. Currently it is misleading. Also, the one email I did receive from the company was insulting at best.
All of our items are custom made-to-order and do take extra time to create and ship. We are the poster-child definition of a small mom and pop shop. We use a 3rd party website host that we are not able to control the shipping times estimated. We are aware of the issue and are working to resolve it with the 3rd party vendor. However, there is no easy solution. The order in question was made and processed for shipping. However, we were unable to ship due to the complainant filing a dispute with his credit card provider. The transaction has been cancelled and refunded to the complainants card from my understanding. I'm not sure that this complaint is warranted.
(The consumer indicated he/she DID NOT accept the response from the business.)
If each piece of product is custom made, the foremost expectation in communication with the customer is the time it will take to complete and ship to the client. As stated previously, this information is no where to be found on the web site. I had to contact SBC directly to be told this. Regardless of the size or staffing of the company, SMC has provided a way to easily order and charge for their products without a reasonable way of representing processing and delivery. This is what needs addressing.
I am sure SBC delivers awesome quality products, but poor communication and unmet expectations are a bad business model for a web storefront. The dispute was opened with the credit card provider, and the order cancelled since the communication was so poor with SBC. I do not have any expectation of a product from them.