Smartsign

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 and the matter has been resolved.I recently spoke with the president of the company as a result of my social media complaintsHe has offered me a full refundSubject to the refund being received, I will consider this matter closedThank you for your help Sincerely, [redacted] ***

I am writing in response to your letter regarding complaint ID# ***We reviewed the order and have spoken with *** ***
*** *** ordered three signs on 10/**The order, including shipping charges, comes to $*** *** was not charged NY state taxThe order was shipped to
Canada, so Canadian GST appliesThe charges in this case were $4.61, for a total of $96.88, as listed on the invoice
*** should not have attempted to charge *** *** for brokerage fees and taxesHe asked his credit card company to reverse the charge, so he received the credit to his card and *** returned the signs
*** ***’s refund was processed when he was credited $We acknowledge the *** error and apologize to the customer for the confusionWe will work to avoid this type of mistake in the future, and hope that *** ***’s concerns are resolved
Please let me know if I can be of any further assistanceThank you for your time
Sincerely,
*** ***
*** ***
***

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 and the matter has been resolved.
Sincerely,
[redacted]

Thank you for bringing this issue to our attention.  We strive to provide the best customer
service we can and explain our product’s features to our customers.  We understand our customer was expecting a
higher quality product, which we can provide, and we will reimburse this
customer...

for the product he first purchased. 
As far as the deterioration, we believe our products, made of this
material, will last for 2 years but cannot always predict the varied weather
conditions that our signs will have to endure, hence we state limited outdoor
use would be most appropriate for this type of material versus another product
of a different material.We may have errored in providing the highest service we
could and would like to correct it.  Our
customer service and sales representatives must have had a communication breakdown
with the amount of the discount and the extent of the problem, as it is
normally our policy to discount the full amount of an insufficient sign for any
new order.  Our customer service manager
has reached out to this customer to further assist with the replacement sign
and giving a rebate for the damaged sign. 
We hope this customers tries our services again as one mistake on the
many positive interactions we have with our customers is rare for our
team.  This customer can reach out to me directly if he has any
other issues or would like to further discuss what we can do to gain his business
back.Scott D[redacted]Chief Financial
Officer###-###-####

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 and the matter has been resolved.
Thank you [redacted] for taking care of this matter so promptly.
Please close ID [redacted].
Sincerely,
[redacted]

I am writing in response to your letter regarding complaint ID# [redacted]. We reviewed the problem and reached out to [redacted] to see what we could do to address her concerns.
[redacted] ordered a standard white rolling swinger sign (Part# K-Swinger-1001-RL) on 7/**. The sidewalk sign includes a...

self-storing, pull-up handle. [redacted] contacted us on 9/**, and informed us that shortly after beginning use, the handle on the rolling sign broke. She wanted to see if we could replace the sign, or the broken portion of the product.
We notified [redacted] that we do not usually offer refunds or send replacement parts on used products, especially so long after an order has been received. [redacted] did acknowledge that they were responsible for the handle on the sign. Even so, we are proud of how we serve and maintain our customer base, and look into any problems that may arise with our products.
We contacted [redacted] and replaced the broken item with a new leg and recessed handle. [redacted] told us she received and installed the replacement on 10/*, and it is our understanding that the issue is now resolved.
Please let me know if I can be of any further assistance. Thank you for your time.
Sincerely,
[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 and the matter has been resolved.I recently spoke with the president of the company as a result of my social media complaints. He has...

offered me a full refund. Subject to the refund being received, I will consider this matter closed. Thank you for your help.
Sincerely,
[redacted]

Review: The item purchased broke after a few days. SmartSign refuses to send replacement parts.

All they offer is to sell a new one at a reduced price.Desired Settlement: To have the broken item replaced with a new one.

Business

Response:

I am writing in response to your letter regarding complaint ID# [redacted]. We reviewed the problem and reached out to [redacted] to see what we could do to address her concerns.

[redacted] ordered a standard white rolling swinger sign (Part# K-Swinger-1001-RL) on 7/**. The sidewalk sign includes a self-storing, pull-up handle. [redacted] contacted us on 9/**, and informed us that shortly after beginning use, the handle on the rolling sign broke. She wanted to see if we could replace the sign, or the broken portion of the product.

We notified [redacted] that we do not usually offer refunds or send replacement parts on used products, especially so long after an order has been received. [redacted] did acknowledge that they were responsible for the handle on the sign. Even so, we are proud of how we serve and maintain our customer base, and look into any problems that may arise with our products.

We contacted [redacted] and replaced the broken item with a new leg and recessed handle. [redacted] told us she received and installed the replacement on 10/*, and it is our understanding that the issue is now resolved.

Please let me know if I can be of any further assistance. Thank you for your time.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Thank you [redacted] for taking care of this matter so promptly.

Please close ID [redacted].

Sincerely,

Review: ordered hard hat stickers and the website does not provide a good description to what's being ordered. it appears that the stickers are transparent but they came delivered white. after calling and speaking with customer service they couldn't even find out where they were described as white. after a brief hold she came back and said that I needed to click on a small little question mark and it notes that they come white opaque. when placing orders like that its very misleading and the background color should be identified better. she asked me if I wanted to place another order and would only give me 10% off.Desired Settlement: due to the difficulty to find the color noted I wanted them to replace the $38- order at their cost. they would not don that

Business

Response:

We are sorry this customer had a bad experience with our website. We try to make everything as clear as possible to avoid any confusion when our customers order online. We also provide our 1-800 number on the top of every page and have live chat to help a customer before, during and after the ordering process, to help with any questions. In this case, we thought it was clear that the order would come with a white background. However when customers do have complaints about the final product our normal practice for our front line personnel is that custom orders are not returnable. We are proud that this customer service rep went above and beyond by offering a discount in the future, our records show she offered a one-time 20% discount as opposed to the complaint which stated only 10%. In the spirt that this company prides itself on our service to our customers, we have refunded the full amount of this order to the customer with no strings attached. We wish we could provide the exact product this customer is looking for however the product he chose only comes in White, but we can suggest another product that is similar that would come in the color he wishes. We hope this resolves this issue and ask to give us a call back if anything else would satisfy the customer as our reps are always willing to work directly with our customers to get the right product at the right price at the right time.

The post I ordered arrived all scratched and scuffed. Not surprising, considering they fail to wrap the item in any manner. They simply slap a sticker on the bare metal post and ship it! VERY DISAPPOINTED. Surprised at the reviews on their website, especially considering they do not make it possible to actually POST a review on their website. How legit are these reviews?

Review: I ordered a sign from this company. The sign is great, but no where on their site do they state that, in addition to the sign, that you need to order the "screws" to hold the sign to either a metal or wood post. I sent the company an email 5 days ago. I heard nothing. I went online today and the Customer Service Agent, after a long online chat, stated he could do nothing for me. This is wrong. I requested them to issue a call-tag to pick up the sign, but my request was ignored. Can you please help?Desired Settlement: Either issue a call-tag for the sign or provide the screws that I need to install the sign.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The store charges NY state tax although the items are being shipped out of state to Canada and should have no state tax. In addition a $92 order was further charged with $56 of additional taxes and brokerage although it was one never disclosed and second only a envelope of 7" by 10"Desired Settlement: Credit charge card back in full and acknowledgement of the error and credit

Business

Response:

I am writing in response to your letter regarding complaint ID# [redacted]. We reviewed the order and have spoken with [redacted].

[redacted] ordered three signs on 10/**. The order, including shipping charges, comes to $92.27. [redacted] was not charged NY state tax. The order was shipped to Canada, so Canadian GST applies. The charges in this case were $4.61, for a total of $96.88, as listed on the invoice.

[redacted] should not have attempted to charge [redacted] for brokerage fees and taxes. He asked his credit card company to reverse the charge, so he received the credit to his card and [redacted] returned the signs.

[redacted]’s refund was processed when he was credited $96.88. We acknowledge the [redacted] error and apologize to the customer for the confusion. We will work to avoid this type of mistake in the future, and hope that [redacted]’s concerns are resolved.

Please let me know if I can be of any further assistance. Thank you for your time.

Sincerely,

I did not appreciate being billed such an extreme amount for shipping. Not only was I charged $63.99 for 1-day shipping (the sign was $14.95), it arrived 6 days later. Unacceptable. I'll never order from this site again. Also reporting the shipping $$ abuse to Revdex.com.

Review: Our order number is [redacted]. was to be sent out by ups on the date of Nov [redacted] The order was approved on Nov [redacted]. I was told last week the order shipped out. As of Nov [redacted] no order. I called in the morning I spoked with customer ser rep . she said the order was shipped out and received on Nov [redacted] she will send me the tracking number by emai. 2 hours went noting,. I called there chat line. I was told there its in production still. Why can't they tell me the truth. I need to have my assest tag this week. If I would have known I would of went with someone else. I had the man power ready to go. I even had the warehouse look for the package. To find out it still has not been worked on and shipped. I ask for a [redacted] not [redacted]. out. still no product they had my funds since nov [redacted].

Order Number Order Date Shipping Method Est. Ship Date Est. Arrival Date

[redacted] ** Nov '13 UPS Regular ** Nov '13 ** Nov - ** Nov '13Desired Settlement: I think they need to give me back a refund or pay half of the order. I will never order anything from them again. Poor customer service. they should have called me and told me the order has a problem.

Business

Response:

To summarize, [redacted] is essentially right in complaining about the service he received in this instance. Before being aware of his filing of a complaint with the Revdex.com, we had already given [redacted] a 25% discount on his order. We hope he is satisfied with this and with his labels which he received on November [redacted].

As he states, [redacted] placed his order on November [redacted]. Normally a custom order like this can be produced in 5 business days which would result in shipment on November [redacted] or [redacted]. With free UPS ground shipping which [redacted] selected, he would have received his order on November [redacted] or [redacted]. This would have been the time frame that was laid out for him on placing his order.

We have no record in our system of being contacted by [redacted] until the morning of November 25th. In his complaint he references conversations on November [redacted] and [redacted]. I do not doubt his recollection, but whatever interaction he had it did not raise alarm bells with us or even warrant a note in our phone logs. His call of November [redacted] did.

Our customer service team immediately located [redacted]’s order which was awaiting the UPS truck for shipment. (I do not currently know why his order was in production for so long, but I intend to find out.) They upgraded the shipping for the order to overnight at no cost. They informed [redacted] by email that we would discount his order by 25% and that he would receive his labels the next day, November [redacted], which he did, a week after he should have received them.

One area I might disagree with [redacted] is in the matter of payment. We have not “had (his) funds since November [redacted].” It is our practice to only charge customers upon shipment of their goods. In this case we charged [redacted]’s credit card on November [redacted], and then only with 75% of the original amount, reflecting his 25% credit.

That said, I repeat that [redacted] is correct that the service he received from us was substandard and I hope that the credit he received is at least some recompense for that.

Review: I purchased "DELIVERY" sign # [redacted] in March, 2015. Now, October 2015, the sign has deteriorated to the point where it will soon be unreadable. The blue color is peeling off. On October **, 2015 I contacted customer service through their website and received an email back from Carey the same day. He told me that plastic signs were mainly for indoor use and to call him at ###-###-####. I called October ** and he repeated the same indoor use restriction to me. I pointed out to him that their web page for that sign's outdoor life was 2+ years. He then told me to check the "?" column which had:

Material Features • Made from a tear-resistant, HDPE (high density polyethylene), our lowest cost rigid sign material. Perfect for indoors and limited outdoor use.

It did not say only for indoor use but perfect for limited outdoor use. That along with the 2+ year notation would make the deterioration in 7 months unacceptable. I asked Carey if I could order a custom metal sign and get credit for the one I purchased. He transferred me to Marco who said they could make a custom sign for $41.95. I asked if I would get credit for the defective sign and he put me on hold. When he came back he said Carey told him they'd give me a credit for 10% of the defective sign's cost. He said that was Carey's decision not his own. At that point I told him I'd never order from them again but thank you for your help.Desired Settlement: I would like to receive a replacement aluminum "DELIVERY" sign, 8"x24" with the price discounted by the amount I paid for the defective sign.

Business

Response:

Thank you for bringing this issue to our attention. We strive to provide the best customer

service we can and explain our product’s features to our customers. We understand our customer was expecting a

higher quality product, which we can provide, and we will reimburse this

customer for the product he first purchased.

As far as the deterioration, we believe our products, made of this

material, will last for 2 years but cannot always predict the varied weather

conditions that our signs will have to endure, hence we state limited outdoor

use would be most appropriate for this type of material versus another product

of a different material.We may have errored in providing the highest service we

could and would like to correct it. Our

customer service and sales representatives must have had a communication breakdown

with the amount of the discount and the extent of the problem, as it is

normally our policy to discount the full amount of an insufficient sign for any

new order. Our customer service manager

has reached out to this customer to further assist with the replacement sign

and giving a rebate for the damaged sign.

We hope this customers tries our services again as one mistake on the

many positive interactions we have with our customers is rare for our

team. This customer can reach out to me directly if he has any

other issues or would like to further discuss what we can do to gain his business

back.Scott D[redacted]Chief Financial

Officer###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. It is clear that this business takes customer service very seriously and provided a solution that was beyond what I requested. I believe the service about which I complained was due to one employee who did not act within the company's standards.

Sincerely,

Review: I placed and order for 200 asset labels and am absolutely disgusted with the quality of the labels vs. the price I paid. I received 4 8.5x11 sheets of what are VERY similar to label sheets that you can buy at any store for about $10.00 per pack of 20 sheets -- and I paid over $80.00 for those labels. They are simply NOT what I had expected.

When I contacted "customer service" I reached a very bitter woman who didn't even offer to resolve my situation. I explained that I was unhappy and she cut me off saying "Well there's just no refunds." She didn't even say "I'm sorry." THEN, I told her that the quality was poor and her response was "WELL, you purchased economy labels -- WHAT DID YOU EXPECT?" Seriously? When I asked to speak with a supervisor she put me on hold and came back telling me that I couldn't speak with a supervisor and that I could have 15% off if I purchased another product. SERIOUSLY??!?! I'm not happy with this product why on Earth would I buy another product.

I paid $80+ and received $5.00 worth of product. I'm not happy and I want a refund. Simple as that.Desired Settlement: I want a refund and an apology. This company is a scam and I intend on letting the world know it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I recently spoke with the president of the company as a result of my social media complaints. He has offered me a full refund. Subject to the refund being received, I will consider this matter closed. Thank you for your help.

Sincerely,