The Controller Shop, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11604711, and find that this resolution is satisfactory to me
Sincerely,
Taylor ***

The customer's controller was completed and shipped on November 5thThe controller that was sent in for repair has also been repaired and shipped back to the customerWe will take the feedback regarding our estimated production speeds into consideration for future customers

Initial Business Response /* (1000, 5, 2014/10/04) */
We talked to the customer on the phone and came up with a resolutionWe will make sure that the controller is shipped before the end of next weekIf it is not we will refund him the full amount for his controllerThe customer was in
full agreement

Initial Business Response /* (1000, 5, 2015/03/16) */
We responded to the customer in a timely manner and let him know that we would be taking care of this free of chargeThe customer agreed to retract their complaint, as we have resolved the issue accordinglyWe will fix any and all
issues with the controller and send it back to the customerWe will also refund any shipping fees the customer has paid

Initial Business Response /* (1000, 5, 2014/05/22) */
We talked to this customer on the phone May and explained to him the situation of the PScontrollers being temporarily unavailableThe customer was okay with not receiving a full refund and was understanding of the situation at hand
He just wanted an explanation of what was going on and once he understood what the hold up was, everything was fine

Initial Business Response /* (1000, 5, 2014/10/23) */
We have shipped the controller to [redacted] and have no reason to contact her further. The tracking number is [redacted]. It can be tracked on USPS.com.
Initial Consumer Rebuttal /* (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 4 weeks). The order was canceled and only after 7 weeks and a dispute filed with my credit card company did the company conact me--repeatedly in an overly aggressive way. The product was delivered despite my instructions to cancel, in a dented box. It is being returned to sender.
Final Business Response /* (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 initiated. The money is in their hands not ours. We are currently incapable of doing anything monetary wise towards this case.

Initial Business Response /* (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 weeks. The delay in production was explained. I also agreed to personally make sure that his controller is...

completed and shipped as soon as possible.

I placed my order on the 15th of July, and finally received it a week into November. During that extremely long period of time, there was almost no communication.
When I did contact them for some kind of status update, the first response I got was "you paid for 12 weeks, you'll get in at the end of 12 weeks". After 16 weeks passed, I contacted them again and the only response I received was "we shipped your order!". This gave me the impression that they had forgot my order to begin with.
They never did directly respond to any of my questions, and with that kind of customer service, I won't be placing any more order with them again. Other controller companies can create just as elaborate designs in less than a fourth the time, and they actually respond to customer concerns. I cannot recommend this company.

Initial Business Response /* (1000, 5, 2014/10/21) */
We have shipped the controller to [redacted]. The tracking number is XXXXXXXXXXXXXXXXXXXXXX. It can be tracked using USPS.com. The tracking information should become available sometime in the next 24 hours. We are also prepared to offer a 10%...

refund if [redacted] so desires.

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 cause. A mass email was sent out to any orders that were effected by this delay. Your controller is currently in the final painting stages of production and...

will be shipped no later than this Friday, March 10th. The 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-painted. We have added a pair of grips and a braided charging cable to your order for the inconvenience. We will also be submitting a refund to your account for 10% of the order total. Thank you so much for your patience, please let us know if you need anything else.

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

We sincerely apologize for the delay in receiving your order. Your controller is currently in the assembly phase of production which is the very last step in the process. Automated 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 provided. A partial refund has also been submitted to the account the controller was purchased with. Your patience is greatly appreciated.

Initial Business Response /* (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 shortly. The customer should have received an email regarding this change in the status. Another 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 /* (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.

Initial Business Response /* (1000, 5, 2014/09/25) */
We have shipped [redacted] his controller! The tracking number is XXXXXXXXXXXXXXXXXXXXXX. The information should become available sometime in the next 24 hours! We also have included a small case as compensation for the delay.

Hello, Your controller is due to ship on February 15th. We do not accept cancellations on custom controllers that you agreed to in the Terms and Conditions on our website. We have not received any voicemails from you and have responded to all of your emails. Your statements are not...

factual. [redacted]

Hello, Your controller shipped on January 10th and will deliver today. You can track it here: https:[redacted] I apologize for the production delays. You were refunded for the 3 week shipping. It sometimes can take up...

to a week to process.

Hi [redacted] Thank you again for choosing The Controller Shop. I want to apologize for the issues you were experiencing with your controller. We did receive the controller back and have tested it for approximately 2 1/2 days without reporting no issues to report. We also emailed you a couple of...

days ago regarding the repairs and have yet to hear back from you. If you could provide us with exact details to what you were experiencing with the controller, it may help us pin point the issue. As far as a refund, it's a fully customized controller and design, unfortunately a full refund can not be offered. Instead, 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 questions. Thanks,The Controller Shop

We apologize for the delay in the production and delivery of the order. The tracking says that the item has been delivered as of 12/9/15. We have reached out to the customer to see if they received the package. If they did not receive the package, we will gladly file a claim with the post office.

Initial Business Response /* (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 issues. The order was fulfilled yesterday, 5/19, and a complimentary pair of thumbstick...

grips were included to compensate for the delay. The customer was contacted informing him that his item had shipped 5/19 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 complaint. He has decided to keep his order for a custom controller, and we have expedited that order for him for the inconvenience.
Initial Consumer Rebuttal /* (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 delay. They added some grips and we had a very nice conversation. I explained I was upset for not getting a response and also why I left the complaint. The controller has been shipped and I def want my custom one. The company does amazing work. I 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 complaint. I believe it was a fault on both ends. The company should have let me know the controller was backordered and I was at fault for acting so fast and filing a complaint. I'm glad the issue was positively resolved and both parties are satisfied. Like I said, if possible I would like to remove the complaint due to the positive interaction between me and[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, provided they meet the new promised ship date and refund.
Sincerely,
[redacted]