ThreadMeUp LLC

Initial Business Response /* (1001, 14, 2015/06/02) */
The reason this customer received no updates and could not find their order when logging in is because they had some typos when they created their account. After digging through our database I was able to locate the order under a mis-spelled...

version of customer's name and email address.
This order was confirmed as delivered by USPS nine days after the order went final which is within our advertised shipping timeline.
USPS tracker:
https://tools.usps.com/go/TrackConfirmAction.action?tRef=fullpage&tLc=1&...⇄

Initial Business Response /* (1000, 5, 2015/07/20) */
Due to an error at our printing facility, customer's order was not produced.
Customer opened a dispute with PayPal for this order. We accepted the dispute and fully refunded the customer for their order on 7/7/15.

Initial Business Response /* (1001, 14, 2015/06/02) */
Due to a production delay, this item shipped about a week later than originally anticipated. Order was confirmed as delivered by USPS on February 7th, 2015.

Initial Business Response /* (1000, 5, 2015/03/23) */
A refund has already been issued to the customer and the customer has been contacted via email. In addition, the customer will still be receiving the item they ordered.

Initial Business Response /* (1001, 14, 2015/06/02) */
[redacted]Document Attached[redacted]
This was a customs issue. I have attached an example of what these shipping labels looked like. I highlighted in red where the shipment was clearly marked at a total value of $50. Customs erroneously multiplied...

this by four because there were four items in the shipment. They did this for many of our shipments. This was not our mistake, but customs. All these shipping labels were marked at their correct value by us ($50).

Initial Business Response /* (1001, 14, 2015/06/02) */
Due to an unfortunate production delay around the holidays, this order shipped later than we had originally anticipated. This order was confirmed as delivered by USPS on 1/5/15.
USPS tracker:...

https://tools.usps.com/go/TrackConfirmAction.action?tRef=fullpage&tLc=1&...⇄

Complaint: [redacted]
I am rejecting this response because: My issues are not with the [redacted] interface. My issues stem from lack of accurate correspondence, when I was able to get any correspondence at all. In fact, I'm STILL waiting to receive some sort of confirmation that the last order shipped or where it is (please note, I've sent multiple requests for this information). To my knowledge I've received no refund for the aforementioned order.  I can certainly say I've received no confirmation that a refund had actually been issued, just implied intent.  
I understand bugs in a system. I've been as patient as I know how to be in working with this company but, as I told the rep in one of my last emails, these issues make us both appear like we don't know what we are doing. 
All I wanted was to be able to rely on ThreadMeUp to do what they told me they would do. It's very unfortunate this did not prove to be the case, as I was very excited to work with them. 
I can understand when things are simply not working on a website, but this has been ongoing for several months and stemmed from promises I received in one on one correspondence. I would love to see ThreadMeUp fix these problems and grow as a company. I believe they have amazing potential, and sincerely wish them the best.
 
Thank you,
[redacted]
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/02/27) */
Hi [redacted]
Sorry for the delay of your shipment and your negative experience with ThreadMeUp. Your package is en route to you: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=[redacted] Please let us know if we...

can further assist.
Very best,
ThreadMeUp
Final Business Response /* (1000, 10, 2015/03/02) */
Hi [redacted]
Sorry for the delay of your shipment and your negative experience with ThreadMeUp. Your package is en route to you: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=[redacted] Please let us know if we can further assist.
Very best,
ThreadMeUp

I was happy with the service I received... I had ordered 3 shirts. One mens and 2 ladies. I apparently chose the wrong color of the 2 ladies shirts.... I e-mailed the customer service and got a response the very next morning with clear instructions on how to return-get them exchanged for the correct color I needed. I got an e-mail once the product was returned to them . About a little over a week later I got another e-mail stating my order was shipped. I was very happy with the communication I had received during this whole proces. I was worry at first based on others reviews. I am glad it work out well.

I had issues with ThreadMeUp in the past, but from my understanding, they are a start-up. They responded to me quickly and effectively and even sent me some extra shirts and stickers to ensure I was sufficiently happy with my late order. the final product was great and though I waited a little, it was worth it.

Contrary to what a lot of people say - that this is a scam, it really isn't I received my order and very satisfied with it.

Initial Business Response /* (1001, 14, 2015/06/02) */
[redacted]Document Attached[redacted]
This was a customs issue. I have attached an example of what these shipping labels looked like. I highlighted in red where the shipment was clearly marked at a total value of $50. Customs erroneously multiplied this by...

four because there were four items in the shipment. They did this for many of our shipments. This was not our mistake, but customs. All these shipping labels were marked at their correct value by us ($50).

Initial Business Response /* (1001, 14, 2015/06/02) */
The reason this customer received no updates and could not find their order when logging in is because they had some typos when they created their account. After digging through our database I was able to locate the order under a...

mis-spelled version of customer's name and email address.
This order was confirmed as delivered by USPS nine days after the order went final which is within our advertised shipping timeline.
USPS tracker:
https://tools.usps.com/go/TrackConfirmAction.action?tRef=fullpage&tLc=1&...⇄

Initial Business Response /* (1000, 5, 2015/03/17) */
We are sorry we were unable to complete this order. We have issued a full refund to the customer.

Initial Business Response /* (1001, 14, 2015/06/02) */
[redacted]Document Attached[redacted]
This issue was due to customs agents over-valuing shipments we sent internationally. I have attached an example of what these shipping labels looked like, highlighting in red where we clearly marked the total...

value of the package correctly ($50).
Customs made an unfortunate error in their calculations, multiplying the total value by four because there were four items in the shipment.
Initial Consumer Rebuttal /* (3001, 18, 2015/06/04) */
Poor response after such a long wait. Blaming customs for over valuation when label looks like a Thread Me Up error, stating 4 x $50 items. No attempt by company to rectify
Final Business Response /* (4001, 22, 2015/06/18) */
Unfortunately there was an issue with the declared value for BMS packages in certain countries. Although the original value was declared at $50, this number was changed due to a technical issue with our international carrier. We apologize for this error and miscommunication. Although were able to adjust the declared value back to $50 for these instances, those who paid the customs fees already received their items and cannot be reimbursed.
Because ThreadMeUp was a 3rd party distributer for the Blue Mountain State merchandise, we did not collect payment directly from the Kickstarter backers, and therefore cannot refund this charge. We can however provide you with $50 worth of additional merchandise from the campaign. A customer support representative will be reaching out about the items and sizes available.

Initial Business Response /* (1000, 5, 2015/04/10) */
We have reached out to the customer via email to resolve this matter. We are awaiting reply from customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
They sent an email requesting that I send pictures of the shirt that highlights the problem with the screen printing. I just want to return the shirt and get my money back including shipping fees. I don't feel that I need to justify with pictures to them, I should be able to just return the shirt to them.
Final Business Response /* (4000, 10, 2015/04/13) */
We are happy to issue a refund if the customer returns the shirt to us. We ask for photos in order to assess the print quality of the shirt and determine the appropriate course of action in resolving the customer's issue.
If the customer simply wants to send the shirt back, we are happy to issue the refund upon our receipt of the shirt. We have given the customer instructions for returning their item.

Our Terms of Use state: "We do not offer refunds to any Purchaser unless, in our sole discretion, the Purchaser's order was incorrect due to a misprint or other error on our part."
All buyer's must agree to the Terms of Use when placing an order.  We feel our refund terms are stated clearly and our decision to deny a refund in this scenario is appropriate.

I ordered over $100 from this internet company and had an issue that was resolved within 48 hours of my support email. I am very happy with my products and support process. Great overall experience and I love my tee-shirts!!!

Initial Business Response /* (1001, 14, 2015/06/02) */
Our sincere apologies for the delay in resolving this issue. We have fully reimbursed this customer for their order and would also like to print and ship a replacement order for the customer.
We have reached out to the customer via...

email in order to verify their shipping address and confirm their interest in receiving the shirt.

Initial Business Response /* (1000, 5, 2015/03/17) */
We apologize for the delay in shipment. We are preparing item for shipment within the week. We have provided [redacted] tracking info to customer via email.

Initial Business Response /* (1000, 5, 2015/03/30) */
Our apologies for the delay in resolving this issue. We have issued a full refund to the customer.