ComplaintsforPrint Renegades

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would never recommend or work with this company again. On June 30th, 2022, I went to go pick up my merchandise that I had printed at Print Renegades, only to find out all 570 pieces of my merchandise was permanently stained from the screen printer. A big stained box around the logo. I asked for a full refund and they refused. At first they offered to just zero out the remaining balance, but then a week later had their lawyer email me and request the remaining balance plus additional "collection fees". How am I now paying MORE money for merchandise they damaged, that I can no longer sell. Not only should I not have to pay the remaining balance, but also be refunded on the damaged merchandise.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/07/08) */ We are very sorry about how things with *******'s order played out but feel that her review is not completely accurate in her account of what transpired. First of all, her order did not include any screen printing. ******* brought us 570 fitness apparel pieces (sports bras and leggings) and wanted a heat transfer version of her logo pressed onto them. We pressed a sample for her for free on one of the tops, she liked the way it came out and decided to press the same logo on all pieces in the same manner. While here to pick up her order, she expressed her concerns about the slight marks that were present from the heat press that was used on the leggings only. The tops did not have this mark and in her words "were perfect", so only half of the order had this mark. Because of our experience with this, we told her that this mark was not usually permanent and since the heat press only applies pressure on a portion of the fabric sometimes that squared-off mark is inevitable. Most times, that mark WILL come out after washing and standard wearing of the garments. We also made sure to press her items at a much lower temperature than normal to avoid any heavy markings since we were aware of her desire to avoid them during the job. We were extremely apologetic about the fact that we were unable to avoid making these marks altogether, since making sure our clients get exactly what they ask for is our #1 priority here at our business. We also spent 20 minutes wiping, washing, and doing our best to show her that it wasn't permanent and would eventually come out but since we do not have a washing machine at our facility we were unable to try that option and offered for her to take a few pieces to wash before taking the full order. She was not satisfied with any of the options we presented and although she has claimed we did not acknowledge or apologize for these issues, she does acknowledge that we offered to zero out the remaining balance on the order. Because only half the order appeared to be "damaged", we concluded that offering to credit the remaining half of her order total was a perfect option. ******* did not accept that offer and instead asked for a full refund. We explained that prior to paying a deposit, she was asked to approve her invoice which includes agreeing to our terms and conditions which clearly state that deposits are non-refundable and any provided garments are done so at the sole risk of the customer. After explaining this, she excused herself to call her partner to come in to assist her. When he arrived, she explained the issue (which was not immediately apparent to him) and he immediately became irate, yelling, being extremely rude, aggressive, argumentative, and harassing other employees that were not involved. We explained to him that if he was not able to calm down that we would need to ask him to leave, and even had to threaten to call the police after he continued with his tirade. They ended up leaving without paying the balance on the order as she refused our offer to zero out the balance. She then immediately called her bank to dispute the charge for the deposit that she had paid (forcing us to dispute it with our processor). We are nothing if not completely fair and straightforward with our customers about all our processes, policies, and any possible outcomes when decorating provided garments. As a small business ourselves, we know how difficult it is to satisfy everyone 100% of the time and are always willing to do right by our customers within reason. It is our opinion that offering to zero out a balance of almost $*** was more than fair for *******. We understand that in her eyes she is losing much more, but we can only be responsible for elements within our control and our expressed and agreed upon terms available for viewing here: ***************************************************

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