Yops & Wilkie, Architects

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] It is Monday Sept I still have not received my refundMy bank account was over drawn I was charged a total of $in fees from my bankIt is not acceptable to just receive a refund of $I had to miss a day of work and what about the fees I have to pay my bank due to the company's mistake

Good Morning [redacted] ,I apologize again about the apparel processing issue you recently experienced with our website along with the delay in refunding your CCThe credit for $1,is now processed and placed back on your Visa ending in I am submitting a ticket to have my IT team investigate what could have happened while the order was processing to prevent any further incidencesThank you or your understanding and if you have any further questions please feel free to give us a call, Monday- Friday 8am - 7pm ET.Thank you, Angelina H***Customer Service Manager of Sales and Service

Dear Sir or Madam,Our customer had originally contacted us regarding this matter on 8-11-Based on her original complaint to us there seemed to have been confusion regarding the use of our websiteSpecifically our product called Express NamesGenerally these are used to make player names for the backs of jerseys and shirtsHowever, some of our customers use them to also produce numbersFor example, instead of a name (like SMITH) they may place several digits in that same space (for example, "1234567890") and then use those individual digits for their purposesRegardless, when ordering this product it's very much "you get what you type"When submitted ANY order our site encourages you to double and triple check your order for precision sakeOur customer in question was informed of thisHowever, when placing her order she instead entered single digits (number 1's) instead of multiple digitsWhen these orders are submitted, they are sent straight through to our production process (hence enabling us to produce and deliver quickly).The customer was upset to receive only a single digit per lineShe told us that she thought we would fill the lines up for herWe offered to play back the phone call for her in which we explained this and she initially agreedBefore we could begin playback she instead said she'd like to send the product back for a full refundWe informed her that this product was custom made and we don't accept returnsThese Express Names are custom cut from our material - they are not stock productsOur stock packs of product CAN be returned for a 20% feeBut custom products don't fall into that category.Upon receiving this Revdex.com complaint I have attempted to contact our customer several times via phone and have only been able to leave messagesWe have refunded the full $to her credit card, which was the amount charged (the order plus the shipping)In terms of our policies and procedures I advised in these messages that I'm willing to discuss further so everyone is in understanding.Thank you,Andy C [redacted] Dealer Services Manager

To whom it may concern,In response to the complaint filed, we do not require you to purchase anything in order to purchase transfersI am able to take an order for transfers at any time, at the purchaser's convenienceThe order can be placed over the phone by calling us, via mail by mailing us artwork, via fax by faxing us artwork and order details, or via upload by sending us an electronic fileWe can use our artwork or someone else's artworkRegardless, I can take an order the moment someone is ready to do soWe do not require you to purchase anything in order to purchase transfers.I am unsure of where the confusion regarding this matter came from and attempted to contact the subject this week in order to discuss but have not received a call back in this matterThus, I can only speculate what the subject is referring toWe have an "online designer" feature on our website that allows you to interact with our artwork onlineYou are able to place orders through this method as well, but only after you've made your first purchase with usThis online design feature, called Easy View, is a reward we give to our customers who already order from usIf this subject is looking for access to Easy View, then something needs to be purchased prior to access being grantedHowever, we can still take that order through any of the methods listed aboveIf the concern is that they need to SEE the order, I can accommodate that as wellOur Easy View designer is only a tool in the ordering process that 50% of our customer base doesn't even use on a regular basisWe can still give any level of service required without the use of it.I will continue to try and reach this subject so that we can clarifyWe HIGHLY value our "small business" sized customersThey are the vast majority of our businessWe are proud to say that we exist for the sole purpose of trying to make our customers successful in their entrepreneurial efforts.Thank you,Andrew C [redacted] Stahls Transfer ExpressLearning & Development Manager

Good evening, I spoke with you briefly on Monday January 5th around 3:pm and we went over the misunderstanding that seemed to occur from the wording about "Your trial has ended"on the online designer We hoped to explain there is no charge associated with using our Easy View online designerWe do have new measures in place where after you don’t order for months your account becomes inactive All it requires is a call to [redacted] and we can immediately turn your account back onWe do apologize for any confusion this has caused I did work with our IT team to find a solution for youUnfortunately, I have been unable to contact you to talk with you about your optionsI left a message for you on Tuesday 1/9/17, Wednesday 1/10/and Thursday 1/11/ Please give us a call back so we can work together to get this resolved for you, [redacted] Thank you Brandi

I had talked to [redacted] on at 11:30am about the following situation: Desired Settlement: Store Credit The desired outcome is the same request I made at the time of the reorder, which is $Due to the volume of sheets, the price I was offered in April was $per sheetThe price I was offered in September was $1.93/sheet (sheets)All I am asking for is [redacted] credit, which I think is a small ask given I was shorted logos to begin withI have never taken the time to file a complaint let alone for an amount this smallI was just dumbfounded this was not acceptableAt this point, my main reason for filing this complaint is to address this lack of service I had explained that unfortunately I am not able to grant him the $per piece price for the order however, I am able to compensate him for his original [redacted] City West order, [redacted] , being incorrectHis original order cost was $and for the inconvenience I offered to grant a credit of 20% off the [redacted] City West order totalThis credit will be placed immediately on his account to be used towards future orders [redacted] had stated that this would be okIf anything further is need please feel free to let me knowTell us why here

Good evening, I want to thank you again for allowing me to talk and work with you to resolve this situationI was very glad to hear that the funds did clear your account on Tuesday September 26th when we talked earlierThank you,Angelina Customer Service Manager of Sales and Service

This consumer response was received by Revdex.com via email.After initiating this complaint a manager from Stahl's reached out to us offering the full refund we desired

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.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[This consumer response was received by Revdex.com via phone.]The consumer said he contacted the business as they suggested; the consumer said the business did not offer him much in the way of a resolution.The consumer said the business has changed their process from recent years and will not allow access to their design system unless orders are being regularly made through their business.The consumer said people will lose access to the business's design system unless orders are being placed at least every six months.The consumer said he feels this is an unfair practice of the business, and he remains dissatisfied with them
Regards,
*** ***

Thank you for giving us the chance
to clarify the situation with our customer. The order in question was placed on
our website on 8-12-15. He ordered a pack of reflective transfers costing
$17.50 before shipping. Our website warns that orders under $24.00 are subject
to a $5.00...

processing fee. The purpose behind this is that based on our
operating costs the average order needs to be at least $24.00 for us to see a
return. The processing fee is meant to be a way to get us closer to that $24.00
mark. During the checkout process our website warns you of this $5.00
processing. In addition, we attempted to contact our customer via email to
alert him to this fee as well as a convenience.
 
At Transfer Express we've always done
our best to keep our shipping prices reasonable and competitive. During the
online ordering process, our customer selected Fed Ex Ground as his shipping
service. Based on our customer’s complaint it would seem that he’s
questioning the cost of the shipping based on the weight of his package. He is
correct in that we shipped him 5 pieces of paper. However, it is Fed Ex’s
policy to round up to the nearest pound when calculating their cost. Thus, a
package of .25lbs would cost the same as a package weighing 1lb. This can be
confirmed by using Fed Ex's "Rate and Transit Times" tool (found here).
Our customer’s transfers were shipped in one of our Transfer Express boxes, which
is almost exactly the same size as a FedEx Medium sized box. We do not offer to
ship in envelopes due to the delicate nature of our product. In past
experiments, when using envelopes or cardboard packaging, too often the
transfers would arrive damaged and require replacing. Therefore we had the
decision as a company to ship all products in our boxes, eliminating a high
probability of damage occurring. So when using Fed Ex’s rate tool, we can see
that a box that is 13” x 16” x 3” will cost $16.28 to ship to our customer’s
residential address and zip code. The fee that we charged Our customer was
$14.25.
 
At this time our website indeed
does not show the cost of shipping up front. This is a feature that we are
looking to add in the future, however it’s not something we can do at this
time. In order to keep our online customers informed however, we alert them to
the final total, with shipping, as soon as their order is submitted. Our
customer’s order was submitted at 10:40am and our email server indicates that
the confirmation with the shipping price was emailed to him at 10:52am, thus
giving him a chance to see the shipping before the order actually shipped out
of our building.
 
The shipping time also adheres to
Fed Ex Ground’s shipping schedule. The package left our facility on the evening
of Thursday August 13. Our customer’s home is located 3 shipping days away, as
Fed Ex does not count weekends. So Friday – Monday – Tuesday, delivery on
Tuesday at 12:20pm.
 
In review, the product cost
$17.50. There was a $5.00 processing fee. And the shipping charged as $14.25,
adding up to $36.75, which is what was charged.
 
[redacted]  |  Learning
and Development Manager |  Stahls'  Transfer Express  |  7650
Tyler Blvd.  Mentor, OH 44060 | Direct
Phone: [redacted] |  Fax: 800.833.3877  | www.transferexpress.com

I had talked to [redacted] on 9.27.16 at 11:30am about the following situation:   Desired Settlement: Store Credit The desired outcome is the same request I made at the time of the reorder, which is $55.20. Due to the volume of 292 sheets, the price I was offered in April was $1.01 per sheet. The...

price I was offered in September was $1.93/sheet (60 sheets). All I am asking for is [redacted] 20 credit, which I think is a small ask given I was shorted 876 logos to begin with. I have never taken the time to file a complaint let alone for an amount this small. I was just dumbfounded this was not acceptable. At this point, my main reason for filing this complaint is to address this lack of service.   I had explained that unfortunately I am not able to grant him the $1.01 per piece price for the order however, I am able to compensate him for his original [redacted] City West order, [redacted], being incorrect. His original order cost was $309.92 and for the inconvenience I offered to grant a credit of 20% off the [redacted] City West order total. This credit will be placed immediately on his account to be used towards future orders. [redacted] had stated that this would be ok. If anything further is need please feel free to let me know. Tell us why here...

Good evening,  I spoke with you briefly on Monday January 5th  around 3:40 pm and we went over the misunderstanding that seemed to occur from the wording  about "Your trial has ended"on the online designer.  We hoped to explain there is no charge associated with using...

our Easy View online designer. We do have new measures in place where after you don’t order for 6 months your account becomes inactive.  All it requires is a call to [redacted] and we can immediately turn your account back on. We do apologize for any confusion this has caused.  I did work with our IT team to find a solution for you. Unfortunately, I have been unable to contact you to talk with you about your options. I left a message for you on Tuesday  1/9/17, Wednesday 1/10/17 and Thursday 1/11/2017.  Please give us a call back so we can work together to get this resolved for you, [redacted]   Thank you Brandi

Good evening, I want to thank you again for allowing me to talk and work with you to resolve this situation. I was very glad to hear that the funds did clear your account on Tuesday September 26th when we talked earlier. Thank you,Angelina Customer Service Manager of Sales and Service

Good Morning [redacted],I apologize again about the apparel processing issue you recently experienced with our website along with the delay in refunding your CC. The credit for $1,320.56 is now processed and placed back on your Visa ending in 8763. I am submitting a ticket to have my IT team...

investigate what could have happened while the order was processing to prevent any further incidences. Thank you or your understanding and if you have any further questions please feel free to give us a call, 1.800.622.2280 Monday- Friday 8am - 7pm ET.Thank you, Angelina H[redacted]Customer Service Manager of Sales and Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] It is Monday Sept 25 I still have not received my refund. My bank account was over drawn I was charged a total of $50.00 in fees from my bank. It is not acceptable to just receive a refund of $1320.56 I had to miss a day of work and what about the fees I have to pay my bank due to the company's mistake.

To whom it may concern,In response to the complaint filed, we do not require you to purchase anything in order to purchase transfers. I am able to take an order for transfers at any time, at the purchaser's convenience. The order can be placed over the phone by calling us, via mail by mailing us...

artwork, via fax by faxing us artwork and order details, or via upload by sending us an electronic file. We can use our artwork or someone else's artwork. Regardless, I can take an order the moment someone is ready to do so. We do not require you to purchase anything in order to purchase transfers.I am unsure of where the confusion regarding this matter came from and attempted to contact the subject this week in order to discuss but have not received a call back in this matter. Thus, I can only speculate what the subject is referring to. We have an "online designer" feature on our website that allows you to interact with our artwork online. You are able to place orders through this method as well, but only after you've made your first purchase with us. This online design feature, called Easy View, is a reward we give to our customers who already order from us. If this subject is looking for access to Easy View, then something needs to be purchased prior to access being granted. However, we can still take that order through any of the methods listed above. If the concern is that they need to SEE the order, I can accommodate that as well. Our Easy View designer is only a tool in the ordering process that 50% of our customer base doesn't even use on a regular basis. We can still give any level of service required without the use of it.I will continue to try and reach this subject so that we can clarify. We HIGHLY value our "small business" sized customers. They are the vast majority of our business. We are proud to say that we exist for the sole purpose of trying to make our customers successful in their entrepreneurial efforts.Thank you,Andrew C[redacted]Stahls Transfer ExpressLearning & Development Manager

Good Afternoon,                                 We spoke with [redacted] and came to a resolution on Tuesday 1/16/2018 around 5:30pm. He was happy we were able to partner together to find a solution for him.  We decided that we would remain in contact should he need anything additional.  It was a pleasure to speak and work with [redacted] to solve this issue.       Thank You, Brandi M[redacted]

From: Andy C[redacted] Date: Fri, Aug 5, 2016 at 11:45 AMSubject: RE: [redacted] complaintTo: [redacted] <[redacted][email protected]>Hello [redacted], I apologize for bothering you, but I’m having a difficult reaching this customer. In the event that I can’t get him to return a call or email,...

when is my deadline for response? I just want to make sure I’m giving ample opportunity without running out of time. Thank you! Andy C[redacted]  |  Dealer Services / Learning and Development Manager| [redacted]'  [redacted] |  7650 Tyler Blvd.  Mentor, OH 44060 | Direct Phone: 440.497.5341 |  Fax: 800.833.3877 |www.[redacted].com

Dear Sir or Madam,Our customer had originally contacted us regarding this matter on 8-11-16. Based on her original complaint to us there seemed to have been confusion regarding the use of our website. Specifically our product called Express Names. Generally these are used to make player names for...

the backs of jerseys and shirts. However, some of our customers use them to also produce numbers. For example, instead of a name (like SMITH) they may place several digits in that same space (for example, "1234567890") and then use those individual digits for their purposes. Regardless, when ordering this product it's very much "you get what you type". When submitted ANY order our site encourages you to double and triple check your order for precision sake. Our customer in question was informed of this. However, when placing her order she instead entered single digits (number 1's) instead of multiple digits. When these orders are submitted, they are sent straight through to our production process (hence enabling us to produce and deliver quickly).The customer was upset to receive only a single digit per line. She told us that she thought we would fill the lines up for her. We offered to play back the phone call for her in which we explained this and she initially agreed. Before we could begin playback she instead said she'd like to send the product back for a full refund. We informed her that this product was custom made and we don't accept returns. These Express Names are custom cut from our material - they are not stock products. Our stock packs of product CAN be returned for a 20% fee. But custom products don't fall into that category.Upon receiving this Revdex.com complaint I have attempted to contact our customer several times via phone and have only been able to leave messages. We have refunded the full $25.00 to her credit card, which was the amount charged (the order plus the shipping). In terms of our policies and procedures I advised in these messages that I'm willing to discuss further so everyone is in understanding.Thank you,Andy C[redacted]Dealer Services Manager