ComplaintsforSouthern Branding

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 11 team jackets to have the team logo on one side and the player name in cursive on the other side of the front of the jacket. I received 10 jackets with the names in block letter and one with the name in cursive. Company owner, ***** ******, has offered a 25% discount as she acknowledges it was a mistake by her company. I need the jackets to be matching and have the correct cursive font. I do not need a discount. She is refusing to correct the situation or take the incorrect items back. The error was noted 3 weeks ago and she has not responded to multiple requests via phone e and email to correct the situation. Only this week did she offer the 25% discount and when I responded that it would not help me and that I needed the items corrected, she refused. I then stated I would be returning them and she stated via email that they could not be returned. I can send you all of the emails that have been exchanged if you desire but there is no dispute about her company having made the error. The only issue is how the error is going to be resolved.

  Business response

  04/20/2023

  We gave her a $30 discount per jacket for what was a $5 add on personalization charge. There was nothing wrong with the jackets she ordered- in fact they have been wearing and playing in them. The jacket is what she purchased, the logo is correct, the personalization was in a block font instead of script. To rectify that, we gave her the jackets at cost. 

  Customer response

  04/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: They font is different (incorrect) on 10 out of 11 of the jackets. Why they got it correct once and wrong ten times is a mystery to me.  This does not create the cohesive team look we desire and the cursive lettering clearly looks better than the block lettering on the jacket with the logo. This is a BRANDING company and they did not put the names in the correct font on all of the jackets. I offered to return the jackets before they were worn, Southern Branding knew they had a tournament that weekend and an employee, *******, verbally told me they would need to be replaced as the lettering could not be removed and corrected and this would not be able to happen by the weekend. I assumed this ment that the jackets would be replaced with the correct lettering.  ******* also did not respond to my emails where I specificly asked the question about wearing them that weekend. I was also told by ******* that we would not be sent an invoice and asked to pay until we were satisfied with the order. I am not satisfied as the error has not been corrected and a discount does not fix the problem as the coach lacks a jacket that matches the kids and the kids jackets do not look as good as his. 

  Sincerely,
  ****** *****

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