The Controller Shop, LLC

Initial Business Response /* (1000, 5, 2014/07/18) */
We are all truly very sorry,[redacted] is also sorry if she came across as rude. When 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 controller. The tracking number...

is [redacted]. You can look it up on the USPS website. You will be able to track it once it enters the system. We also included a small case for free when we shipped it out to compensate.

HelloThank you for choosing TCS. It looks like this is your 3rd controller order with us. We appreciate your repeat business. We are still running behind and are painting the controller right now. It will be updated in the final stage of painting this week and shipped soon. We added a military-grade...

carrying case ($39.99) for the delay. I am sincerely sorry for the unanticipated delays. It was not our intention to give an inaccurate ship date in our previous communication. We will get it to you as soon as we can.

The quality of the product was great, but what really stands out about this company is the level to which you can customize your controller. You really start with a clean slate and can do whatever you want. Well worth the wait.

So I ordered a Custom [redacted] controller for my girlfriend last Christmas and she loves playing old classic video games and current ones too and I decide to get her a [redacted] controller and I wanted to designe it with one of her favourite things ever..... Jack [redacted] and man this company knows what their doing I've never made a custom controller before and the serviced that I got was amazing I would defiantly order another controller from them again :)

Initial Business Response /* (1000, 5, 2014/07/18) */
The Controller Shop customer service called [redacted] back on 7/15 and spoke with someone who didn't know anything regarding the matter and was passed [redacted] her grandson. Then was told we would be called back by [redacted]. When [redacted]...

[redacted]' grandson called us back we had a very polite chat and he was assured that his controller was going to be shipped this week! Which it was, as it has been shipped on 7/18. XXXXXXXXXXXXXXXXXXXXXX This is the tracking number for the packages, if you take it to the main USPS website you will see that the package is on its way.

The design lab is very user friendly and not to mention how beautiful the finished product really is. I have had other experiences with "custom designed" items and I can't say that I get exactly what I have seen on the screen when placing my order, but this is the exception. The ability to have fully customized buttons and them work so smoothly is an added plus. I'll be buying more from them in the future.

I ordered a custom controller from this company about two months ago. The company gave me a shipping date that was last month and I still haven't received the controller. I 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 time. Even if the controller is perfect, I do NOT recommend this company due to their service (or the lack of).

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 /* (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 can. We 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.

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 /* (1000, 7, 2014/04/14) */
We have shipped the item and provided the customer with tracking...

information.
[redacted]
[redacted]
Final Consumer Response /* (450, 11, 2014/04/19) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
The shipment is on it's way. Hopefully now it's what I ordered. I'll be back if not.

I'm very impressed with the service I received when purchasing from the controller shop. The customer service was outstanding and I'm very happy with the controller I ordered.. I highly recommend using this company

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, 8, 2014/11/29) */
[redacted] is having an issue with his headset connecting to the controller. We sent [redacted] a return label from [redacted]com and told him we will look into why his head set is not connecting with the controller. I also talked to [redacted] mother and...

explained the repair process. They agreed to send it back and we are currently in the process of repairing it. We will be shipping the controller back to [redacted] this week.

Initial Business Response /* (1000, 5, 2014/06/06) */
We talked to the customer and told him that we would completely fix or redo his controller if need be. We also would pay for shipping costs both ways. As well as rush the fix. The customer has not been responding to our offers. We have...

sent multiple e-mails and he responds very rarely.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Wanted a refund. This will have to do..

Hello, I apologize that your controller shipped a few days late. We are a small business who handpaints and assembles these controllers. We issued you a $69.99 refund. We sent you a screw driver on 9/12 and 9/21. You may need to contact your local [redacted] to see why you aren't getting...

your mail delivered. The Controller Shop

Hi Rhonda,We have done everything possible to make this situation right with you. We refunded you for the expedited shipping. We offered to send you a return label to send the controller back to us to be fixed. We shipped you a screw driver twice to pull out the screw. It looks like the second one delivered yesterday so it should be in your possession. If you do not want the controller, return it to us and we will refund you. Emily M[redacted]

Initial Business Response /* (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 home. Thousands 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 /* (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 site. The site could just clearly state that, trigger stops and remapping are not available for the Xbox One controller yet! Only the xbox 360 at this time, period. Also state if changes are needed that there is an additional charge of at least $20.00, and the postage to mail it in. This 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 console. but 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 more. No other custom controller company offers you the best of both form and function. Get 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 $20 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 around. Our 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 button. We 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 19 14:19
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 controller. How is this adjusted?
I spent $300 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 22 19:17
Hi [redacted]
The right back paddle is programmed as the right trigger! not as the right bumper. I also thought the triggers were supposed to have less travel for faster reaction. These triggers seem no better than my stock triggers. But do not see that option on my order confirmation email. If 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]
[redacted] (The Controller Shop)
Dec 26 17:26
Hi [redacted],
We will being work on your controller as soon as we receive it and have it shipped out to you within few days of arrival. It should not take long to repair. Please let me know if you would like me to email you the return label. Thank 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 /* (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 repair. We 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 reality. Your controller was designed and mapped exactly how it was ordered, which you acknowledged in previous exchanges with customer service. The 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 reset. The 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 convenience. And 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.

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]

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[redacted]