The Controller Shop, LLC

Loved designing my own controller and was exactly what I ordered Good quality

Initial Business Response / [redacted] (1000, 5, 2014/10/21) */ We have shipped the controller to ***The tracking number is XXXXXXXXXXXXXXXXXXXXXXIt can be tracked using USPS.comThe tracking information should become available sometime in the next hoursWe are also prepared to offer a 10% refund if [redacted] so desires

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 Sincerely, Christopher B [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Our ready-to-ship controller style "Digitalism" was unfortunately on back order at the time the customer's order was placed due to some production issuesThe order was fulfilled yesterday, 5/19, and a complimentary pair of thumbstick grips were included to compensate for the delayThe customer was contacted informing him that his item had shipped 5/through both an automated system and by a customer service representative directly He has contacted us since the order was completed and agreed to try and remove the complaintHe has decided to keep his order for a custom controller, and we have expedited that order for him for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi there! I was contacted by the company yesterday apologizing for the delayThey added some grips and we had a very nice conversationI explained I was upset for not getting a response and also why I left the complaintThe controller has been shipped and I def want my custom oneThe company does amazing workI then left an email and called you guys (the Revdex.com) letting you know the issue was settled and I would like to remove the complaintI believe it was a fault on both endsThe company should have let me know the controller was backordered and I was at fault for acting so fast and filing a complaintI'm glad the issue was positively resolved and both parties are satisfiedLike I said, if possible I would like to remove the complaint due to the positive interaction between me and [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/10/23) */ We have shipped the controller to [redacted] and have no reason to contact her furtherThe tracking number is [redacted] It can be tracked on USPS.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business did not deliver product in terms (within weeks)The order was canceled and only after weeks and a dispute filed with my credit card company did the company conact me--repeatedly in an overly aggressive wayThe product was delivered despite my instructions to cancel, in a dented boxIt is being returned to sender Final Business Response / [redacted] (4000, 9, 2014/10/24) */ We are incredibly sorry but the credit card company does not want us to refund you since a charge back has been initiatedThe money is in their hands not oursWe are currently incapable of doing anything monetary wise towards this case

I ordered a custom controller from this company about two months agoThe company gave me a shipping date that was last month and I still haven't received the controllerI went on their website to check the production progress and they had not even started it yet! I sent an email to get an explanation and they informed me of how busy they are and how the new shipping date is nearly a month after the original shipping date! They didn't even think to let me know that the shipping date changed! This was supposed to be a gift and now I will not have it on timeEven if the controller is perfect, I do NOT recommend this company due to their service (or the lack of)

We are running behind schedule at the moment due to a high custom order volume and we sincerely apologize for any inconvenience this delay may causeA mass email was sent out to any orders that were effected by this delayYour controller is currently in the final painting stages of production and will be shipped no later than this Friday, March 10thThe painting phase generally does not take more than a few days, but we do occasionally run into delays in this part of the process due to the fact that they are hand-paintedWe have added a pair of grips and a braided charging cable to your order for the inconvenienceWe will also be submitting a refund to your account for 10% of the order totalThank you so much for your patience, please let us know if you need anything else

Initial Business Response / [redacted] (1000, 5, 2014/09/04) */ We have shipped his controller to him, the tracking number is [redacted] It can be tracked using the USPS websiteThe info should be available shortly

We sincerely apologize for the delay in receiving your orderYour controller is currently in the assembly phase of production which is the very last step in the processAutomated email updates regarding the status were sent to " [redacted] @gmail.com"The order will be shipped on Monday, April 25, 2016, and additional tracking information will be providedA partial refund has also been submitted to the account the controller was purchased withYour patience is greatly appreciated

We bought a custom controller from The Controller Shop for our son for his birthday that cost $ After months we had to send it in to be repaired for a cost of $ Three months later it needs repairs again which they are estimating will cost $ So in less than a year of use, we are being asked to spend an additional $dollars for repairs on a product that is less than a year old He has a factory controller that he has had for over years that works great and has had no issues The Controller Shop implied that the issues are because the controller has been abused and over used This is absolutely ridiculous

Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ We are all truly very sorry, [redacted] is also sorry if she came across as rudeWhen we spoke on the phone we kindly told them that we would be shipping it the next day, which is today and we have shipped the controllerThe tracking number is [redacted] You can look it up on the USPS websiteYou will be able to track it once it enters the systemWe also included a small case for free when we shipped it out to compensate

We apologize for the delay in the production and delivery of the orderThe tracking says that the item has been delivered as of 12/9/We have reached out to the customer to see if they received the packageIf they did not receive the package, we will gladly file a claim with the post office

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 Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/05/20) */ We never received the customer's request for a phone call, but we have answered every email and support request with the best information that we canWe have shipped the customer's product (it was shipped before we received notification of this case), and they should have received tracking information via their email

Complaint: [redacted] I am rejecting this response because: I did indeed receive the tools for repairs You miss the point about how the product was faulty, not working correctly and your part of the contract was broken Sincerely, Rhonda G***

HelloThank you for choosing TCSIt looks like this is your 3rd controller order with usWe appreciate your repeat businessWe are still running behind and are painting the controller right nowIt will be updated in the final stage of painting this week and shipped soonWe added a military-grade carrying case ($39.99) for the delayI am sincerely sorry for the unanticipated delaysIt was not our intention to give an inaccurate ship date in our previous communicationWe will get it to you as soon as we can

Hi [redacted] Thank you again for choosing The Controller ShopI want to apologize for the issues you were experiencing with your controllerWe did receive the controller back and have tested it for approximately 1/days without reporting no issues to reportWe also emailed you a couple of days ago regarding the repairs and have yet to hear back from youIf you could provide us with exact details to what you were experiencing with the controller, it may help us pin point the issueAs far as a refund, it's a fully customized controller and design, unfortunately a full refund can not be offeredInstead, we will make sure the controller is repaired and up to your standards before shipping it back to you.As always, please let us know if you have any further questionsThanks,The Controller Shop

Initial Business Response / [redacted] (1000, 5, 2015/01/06) */ "Short trigger travel distance" is called a trigger stop on our website which clearly states that it is available on some controllers but not others Remappable paddles can be reconfigured at home but that is also an option that is only available on some controllers Going forth, we recommend that you thoroughly read all of the available options before placing your order, especially with custom orders like ours We are sorry that you feel you could have done this at homeThousands of other customers have been happy with our level of customization expertise Unfortunately, because this controller is customized to your own configuration, we cannot offer a refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As much as I can more thoroughly read the information on the siteThe site could just clearly state that, trigger stops and remapping are not available for the Xbox One controller yet! Only the xbox at this time, periodAlso state if changes are needed that there is an additional charge of at least $20.00, and the postage to mail it inThis information was not clearly posted or shared, pre purchase Stay out of the Xbox one arena until you are thoroughly prepared to offer the same service for all xbox consoles Kudos for your custom paint job of an xbox one controller with rear paddles that function incorrectly on my consolebut function in your shop https://thecontrollershop.com/index.php Second paragraph as follows, which was what helped to misinform me! "We also offer for your custom controller high-tech, high-performance upgrades like remappable paddles, advanced surface finishes and much moreNo other custom controller company offers you the best of both form and functionGet the greatest custom controller in the world and see exactly what it will look like before you order only from The Controller Shop." So assuming they were remappable I made a poor purchase choice.No mention here that the xboxone paddles are not remappable unless as I stated before, it costs at least $and postage to send it in to The Controller shop https://thecontrollershop.com/index.php Paddles for Custom Controllers If jaw-dropping looks aren't enough for your custom controller, we have the finest high performance hardware upgrades aroundOur unique patent pending paddles offer extreme durability and ease of use You can order your paddle switches, which are mounted to the back of your custom controller, to mimic the functions of any other buttonWe also offer on some custom controllers re-mappable paddles which allow you change which buttons the paddles mimic on-the-fly Still not clear that the Xbox one is not included with the re-mappable package, but could have been stated clearly yet again I emailed Thecontrollershop.com attempt to correct a few discrepancies and learned I made a big error purchasing this controller [redacted] Dec 14: Where can I look at my invoice, nothing came with the controller? How do I adjust the back buttons, not set up as ordered? The triggers have the same travel as my stock controllerHow is this adjusted? I spent $and as of now feel I have a stock controller, that has been painted and different buttons added So far not at all thrilled! [redacted] then I find the triggers are stock [redacted] Dec 19: Hi [redacted] The right back paddle is programmed as the right trigger! not as the right bumperI also thought the triggers were supposed to have less travel for faster reactionThese triggers seem no better than my stock triggersBut do not see that option on my order confirmation emailIf this is sent back, how long of a wait am I looking at? My vocabulary could have been sweeter, but I am bummed big time Thanks [redacted] (The Controller Shop) Dec 17: Hi ***, We will being work on your controller as soon as we receive it and have it shipped out to you within few days of arrivalIt should not take long to repairPlease let me know if you would like me to email you the return labelThank you Still not informed of any miscommunication, and I think I am sending it in for gun triggers and correct rear paddle re-mapping Wrong again Final Business Response / [redacted] (4000, 9, 2015/01/09) */ Thank you for your feedback, but it does not state anywhere on our website that we offer those options for Xbox One controllers You were never charged any additional fees for your controller's repairWe even emailed you a return label so that you would not have to pay any additional postage, which is clearly demonstrated in the email exchange you included in your complaint Again, everything stated on our website is accurate to what we offer in realityYour controller was designed and mapped exactly how it was ordered, which you acknowledged in previous exchanges with customer serviceThe only mention of any additional charge came when you wanted to entirely remap the controller from what was originally ordered As for the paddles functioning incorrectly on your console, it was communicated that it is possibly a game setting that could be easily resetThe paddles were programmed, again, as you ordered them As you quoted from our website: "We also offer on some custom controllers re-mappable paddles which allow you to change which buttons the paddles mimic on-the-fly." It is clearly stated that we offer re-mappable paddles on some custom controllers, not all Customer service properly responded to all of the questions in your original email, including where your invoice could be located We did receive your controller, complete with the return label that we paid for and provided for your convenienceAnd in further communication with you, we mutually agreed to send the controller back to you without making any modifications because the controller was produced and functioning exactly as ordered

Hello, I apologize that your controller shipped a few days lateWe are a small business who handpaints and assembles these controllersWe issued you a $refundWe sent you a screw driver on 9/and 9/You may need to contact your local [redacted] to see why you aren't getting your mail deliveredThe Controller Shop

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ I have spoken with the customer over the phone and I agreed to refund the extra amount he paid to have the controller in two weeksThe delay in production was explainedI also agreed to personally make sure that his controller is completed and shipped as soon as possible