The Controller Shop, LLC

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ The customer was informed of the delay and the additional amount that was paid for the four week delivery upgrade was refunded since we missed that initial deadline The controller the customer ordered is now in the final stages of production and will be completed shortlyThe customer should have received an email regarding this change in the statusAnother email will be sent when it is in the assembly phase and tracking information will be provided as soon as the order has shipped We cannot cancel and refund the order at this time, per our policy, as it is a custom order that is already in production Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Closing complaint, not willing to expend additional time or energy

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, provided they meet the new promised ship date and refund 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 Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/04/29) */ We have spoken with the customer and have proposed a solution which they seemed agreeable toWe have refunded the amount they paid for expedited shippingIn addition we will be repairing the controller and sending back with it the case they originally supposed to receiveThis was discussed over the phone, and the customer agreed to this solution Consumer Response / [redacted] (3000, 11, 2014/05/15) */ Hi just wanted to give you updateThe controller shop has had the controller for two weeks today I have left several emails and messages and have not recd any return callThey told me a week that I would have it backThis company is a jokeMaybe you could find out what is going onThey still have my $ and now they have the item Thank you [redacted] Business Response / [redacted] (4000, 15, 2014/05/28) */ We are still working on the repair of the customer's productThe repairs is taking longer than expectedWe spoke with the customer independently and have sent them a partial refund due to the inconvenience

Initial Business Response /* (1000, 5, 2014/05/30) */
We have shipped *** her controller*** this is her packages tracking number, if you go to the USPS website you will see that her package is in transitWe were unable to ship it sooner due to a delay in receiving
PScontrollers as Sony was not distributing themThen we also had a delay in receiving foam for the cases.As soon as we got controllers in we put her controller into production, and as soon as we got the foam we shipped her controller out to her

I sincerely apologize that you have had this experienceWe do have a repair system if you would like to send the controller in to have the thumbstick fixedI will send an email to your account with repair instructionsThere is no charge and a return label will be providedI will also request
that the three week upgrade charge you paid be refunded to the account the controller was purchased with since we did not meet that initial deadlineYour patience and understanding is greatly appreciated

All I can say about my pscontroller is WOW It looks amazing, it works beautifully, the analog sticks and buttons work so smooth considering the fact that it was taken apart and replacedThe battery lasts a very long time on it compared to another controller I haveOnly problem was timing, I ordered it in April and received it in July even though it said it would arrive in weeks, BUT they were very sorry and replied to all my messages very fast, also sent me emails every time the controller changed stages in productionOverall even with the delayed shipping I rated my service 10/because my beautiful controller made up for it

Initial Business Response /* (1000, 8, 2014/07/01) */
*** came to us a month ago and asked us to create controllers for his groomsman, he gave us some vague specifications to work with and we agreed as the timeline was very reasonableWe then, as soon as he paid the design fee, (which we
have refunded) started designing themSince they were rough mock-ups it was only logical to draw them outWe spent a large quantity of time on them and worked extremely hard to make his vision come to lifeSince he was very vague about what he wantedWe made the controllers using the few specifications given to usWhen we showed him the designs he was unhappy with them, and wanted us to completely redo them which we were fine with, until he sent us aggressive e-mails saying we broke the timeline even though there was still more than enough time to still get him his controllersSince he was sending us aggressive e-mails and threatening our business we decided that it would be best to just refund his money and discontinue the business relationship
Initial Consumer Rebuttal /* (3000, 10, 2014/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the attached .pdf file titled "Controller Shop Revdex.com Complaint Response Rejection" to see my rejection of this response in its entiretyIn this rejection, I've included the entire email correspondence with the Controller Shop (with personally identifiable information removed or redacted)I hope that this email correspondence, along with my opinions and commentary contained within the response, helps to showcase the Controller Shop's complete disregard for customer satisfaction, and how it's failed to meet the Standards of Revdex.com Accreditation in multiple ways
Final Business Response /* (4000, 12, 2014/07/09) */
His deposit was refunded

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Beth Z***

I would not recommend ordering anything from this company My son ordered a custom controller for his *** in May and was told that the controller was estimated to ship 6-17- It is now July 21st and the controller has still not shipped I have contacted the company twice and they respond with we are still working on it and will send you an e-mail when it ships Since this has happened I have researched the company and found out this is a common problem I will not be ordering from them again that is for sure

Hello,This controller shipped in business days and was a few days lateWe communicated the delays and shipping estimation with *** last week on the phoneWe did not receive any additional voicemails from him to return his callWe also added a free set of cable and grips to his order for
the slight delayYou can track the order via *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received my controller on yesterday, months after orderingPlease email me the refund receipt for the additional shipping.
Sincerely,
*** ***

I have checked the tracking information for this item and it appears it was delivered and signed for on December I do not see any emails sent to us from the email address associated with your order so it appears there was some kind of issue when you tried to reach usI assure you, we would have responded had we gotten anythingI will email you a copy of your refund receipt

The controller shop provided a very pleasant experience when I was looking into purchasing a custom designed controller for my sonThe service I received was very pleasant and the team seemed very knowledgeable about the products and the industryI will be back when we are ready to buy and I am hoping to see some of their items available in stores in the futureI highly recommend them

Initial Business Response /* (1000, 5, 2014/10/09) */
We have shipped *** *** controller to her! The tracking number is XXXXXXXXXXXXXXXXXXXXXXYou can track it via USPS.com
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
Did my controller finally get shipped? YesDo I accept the fact that I had to contact Revdex.com in order to receive something I purchased? No

Initial Business Response /* (1000, 5, 2014/08/05) */
We have shipped the product out to ***, as per our store policy there are no cancellations or refunds, which she agreed to when she purchased the productHer tracking number is ***, and will be active by the
6th
Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to be reimbursed for the expedited shipping charges that I paid extra for in order to have the product delivered within weeksIt took this company almost months and a complaint to the Revdex.com for me to get my productsI see now why the have the no cancellation/refund policy because if they had to cancel all the orders from the dissatisfied customers who don't receive their products when promised, they wouldn't have a business
Final Business Response /* (4000, 9, 2014/08/22) */
We will be processing the refund for the expedited shipping!

Initial Business Response /* (1000, 5, 2015/08/05) */
We were contacted by the customer and we were informed that he did not like the feel of the paddles on the controllerWe agreed to switch the paddles out for buttons free of chargeWe received the controller, made the appropriate changes and
sent it back to him
We were never contacted about the second issue until after he had attempted to fix the controller by himselfWe received the controller in the mail completely disassembledThe customer left us a voicemail stating that he had opened the controller shell to fix a rattling noise and that he was sending it back to us to keep because it was his fault that it was now broken
We emailed him the day that we received the controller and informed him that we would see what we could do about putting it back togetherWe agreed to do this for no charge even though the warranty was voided after he disassembled the controller at home
Our technician is currently working on putting the pieces back together so that we can send it back to the customerWe spoke to the customer over the phone on August 4th informing him of the situation and he did not voice any further concerns
We cannot submit a refund for custom orders per our policy that is posted on the websiteWe will repair the controller and send it back as soon as possible
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It takes a week to make a controller it says that on there website but they haven't emailed me with the date of to expect my controller and it's been over a week so I don't even know what to doIf I accept the the response that still doesn't mean I get a controller anytime soon
Final Business Response /* (4000, 9, 2015/08/12) */
We are in the process of repairing the controller and we will send it back to you as soon as it is completed
The repair process is taking longer than usual because the controller was completely disassembled and several components were broken when you took it apartThere was also a miscommunication in the urgency of the repair when you left the voicemail advising us to keep the controllersIt does not specify on the website how long it takes to complete a repair because each repair is differentThe initial production time for a performance controller is days which was met when you originally placed your order
We were more than happy to swap out the paddles for buttons the first time you sent it back and we are working on putting everything back together this timeYou will receive an email with the new tracking information when it has shipped

There are various phases of the painting process and updates are not sent until the controller is near the end of the processWhen the customer called I was able to see that the controller was in the painting process, it just wasn't far along enough that the updates were sent yetI apologize for
any confusion this may have causedThe custom controller has already been completed and shipped and a refund for the four week upgrade charge has been submitted to the customer's accountIf the customer would like additional tracking information, they can contact me directly at ***@thecontrollershop.com

Initial Business Response /* (1000, 5, 2014/10/30) */
We shipped *** controller to himThe tracking number is ***It can be tracked using USPS.comThe information should become available sometime in the next hours!