The Controller Shop, LLC

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....

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,
Torie L[redacted]

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]

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

Initial Business Response /* (1000, 5, 2014/04/29) */
We have spoken with the customer and have proposed a solution which they seemed agreeable to. We have refunded the amount they paid for expedited shipping. In addition we will be repairing the controller and sending back with it the case...

they originally supposed to receive. This was discussed over the phone, and the customer agreed to this solution.
Consumer Response /* (3000, 11, 2014/05/15) */
Hi just wanted to give you update. The controller shop has had the controller for two weeks today I have left several emails and messages and have not recd any return call. They told me a week that I would have it back. This company is a joke. Maybe you could find out what is going on. They still have my $ and now they have the item.
Thank you
[redacted]
Business Response /* (4000, 15, 2014/05/28) */
We are still working on the repair of the customer's product. The repairs is taking longer than expected. We spoke with the customer independently and have sent them a partial refund due to the inconvenience.

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.

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 bought a custom controller from The Controller Shop for our son for his birthday that cost $250.00. After 6 months we had to send it in to be repaired for a cost of $45. Three months later it needs repairs again which they are estimating will cost $60. So in less than a year of use, we are being asked to spend an additional $105 dollars for repairs on a product that is less than a year old. He has a factory controller that he has had for over 2 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 /* (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 controller. We agreed to switch the paddles out for buttons free of charge. We 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 himself. We received the controller in the mail completely disassembled. The 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 together. We 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 customer. We 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 website. We 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 do. If 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 apart. There was also a miscommunication in the urgency of the repair when you left the voicemail advising us to keep the controllers. It does not specify on the website how long it takes to complete a repair because each repair is different. The initial production time for a performance controller is 7 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 time. You will receive an email with the new tracking information when it has shipped.