Stitch Labs, Inc.

Stitch Labs' Customer Support team researched the issues identified in this complaint by ** *** ***.
1. Stitch software not syncing inventory available quantities fast enough to prevent overselling
Stitch was not supporting long *** names
3.
Unauthorized use of the customers credit card
Here are our findings:
** ** ** *** was hitting *** posting limits. These *** limits are discussed in detail at http://pages.ebay.com/help/sell/sellinglimits.html When *** posting limits are hit *** prevents the Stitch software from syncing, so stock quantities could not be instantly updated.
** *** was not able to publish a listing of his product names to *** because the names were over characters in length which is an *** publishing limit. More about *** publishing details may be found at http://pages.ebay.com/help/sell/title_desc_ov.html
3. The other issue mentioned in ** *** complaint was the "unauthorized"use of his credit card
** *** opened his account with Stitch Labs on *** 20th, ***. At the end of *** *** ** *** contacted Stitch Labs and asked that his account be closed or paused. The Customer Support Representative explained the difference between closing and pausing an account. If the account is paused the customer account is "turned off" for three months and subscription fees stopped. But at the end of the three month suspension period the customer account is automatically turned back on, would be available again for use and the credit card on file would resume being charged for subscription fees
After some discussion ** *** agreed to have his account "suspended" and the Customer Support Representative offered to call ** *** before the account went "live" but also encouraged ** *** to set a personal reminder as well. The Customer Support Representative left the employ of Stitch Labs during that three month suspension period and ** *** was not called when the account again went live. Also ** *** did not set a reminder in his system as suggested nor did he notice the resumption of the monthly credit card charges on his bills
** *** contacted Stitch Labson *** 22nd, ***, to close his account and requested a refund of those "post suspension" months of subscription charges It was explained to ** *** that Stitch Labs does not offer refunds for lack of use simply because his account still utilized the Stitch Labs' infrastructure, databases, and servers. Additionally, ** *** subscription was month to month and could have been cancelled at any time during that period and, therefore, did not qualify for a refunding of subscription fees

Complaint:[redacted]I am rejecting this response because: It does not address the 2 fundamental complaints:   
1. That the StitchLabs software does not managed the inventory levels for low inventory items across marketplaces and caused massive overselling of my inventory that lead to my [redacted] account being suspended. and
2. That they re-opened my account and charged my personal [redacted] card without express authorization.  I have reported this to my bank who are investigating this as fraud.  I have instructed legal counsel to prepare a case to recover the fees as well as for damages in relation to the loss of revenue and subsequent damages due to their system overselling my inventory.
 
Customer Service and the owner of this company clearly do not have any concern for the damage their system can cause to marketplace sellers and care even less for their financial losses.  Sincerely,[redacted]

Complaint: 11904529I am rejecting this response because:
The response from Stitchlabs is typical of their arrogance in dealing with customers' complaints.  There are several forums littered with ex-customers' complaints about their appalling customer service. Especially in regard to not accepting responsibility for the defects in their systems. Not only do they not listen to any complaints - they refuse to do anything about them.  In this response it is clear that they have no intention of changing their approach to customers or their intention to improve their product.  
 
The response ignores the most pertinent complaint - that their system does not prevent overselling of low inventory product across marketplaces.  This is the problem that caused my [redacted] account to be suspended.  They correctly state that their rep promised to call me before re- instituting the account but makes no conciliation for the fact that he did not and opened the account without my express permission.  They also do not address the fact that he begged me to keep the account open while they made improvements to the system that would overcome the issues I had experienced.  They do not address the fact they used a credit card that had been on file for the first month's subs and had been deleted by me and replaced with another company card that I had closed after the closure of the account.  I have to put Stitch labs on notice that if they do not reimburse these funds immediately I will institute legal action to recover all funds and to institute an investigation into the  fraudulent use of my card.  
Sincerely,[redacted]

We regret that [redacted] felt his needs were not met with Stitch Labs and are available to clarify any remaining questions.

Initial Business Response /* (1000, 5, 2015/09/09) */
Stitch Labs received it first question regarding label printing from Mr. [redacted] on August 23rd when he requested instructions for printing labels. Stitch Customer Support responded on August 24th telling Mr. [redacted] that Stitch Labs does not...

support printing labels for products.
On August 29th Mr. [redacted] again contacted Stitch Labs saying they had been told price tag labels could be printed but could not find that option on the product page. Stitch Customer Support responded on August 31st telling Mr. [redacted] that labels could not be directly printed from Stitch Labs and suggested an alternative indirect method he might utilize.
On August 31st Mr. [redacted] responded back saying they had been told price tag labels could be printed from Stitch. Customer Support responded back on September 1st asking if Mr. [redacted] could provide a name or email so Stitch could follow up internally as this was not a Stitch product capability.
There was no further response from Mr. [redacted].
Stitch Labs is very sorry for Mr. [redacted]'s upset and any misunderstanding of pre-sales information provided but no where in our product information is this direct printing of labels service discussed or implied. We were unable to find anywhere in our sales communication process that this label printing service had been promised.
I have attached the complete Customer Support Service Log involving Mr. [redacted]'s contacts with Stitch Labs regarding this issue.
Thank you.

Initial Business Response /* (1000, 5, 2015/09/09) */
Stitch Labs received it first question regarding label printing from Mr. [redacted] on August 23rd when he requested instructions for printing labels. Stitch Customer Support responded on August 24th telling Mr. [redacted] that Stitch Labs does...

not support printing labels for products.
On August 29th Mr. [redacted] again contacted Stitch Labs saying they had been told price tag labels could be printed but could not find that option on the product page. Stitch Customer Support responded on August 31st telling Mr. [redacted] that labels could not be directly printed from Stitch Labs and suggested an alternative indirect method he might utilize.
On August 31st Mr. [redacted] responded back saying they had been told price tag labels could be printed from Stitch. Customer Support responded back on September 1st asking if Mr. [redacted] could provide a name or email so Stitch could follow up internally as this was not a Stitch product capability.
There was no further response from Mr. [redacted].
Stitch Labs is very sorry for Mr. [redacted]'s upset and any misunderstanding of pre-sales information provided but no where in our product information is this direct printing of labels service discussed or implied. We were unable to find anywhere in our sales communication process that this label printing service had been promised.
I have attached the complete Customer Support Service Log involving Mr. [redacted]'s contacts with Stitch Labs regarding this issue.
Thank you.