ComplaintsforThe/Studio

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered custom patches with the studio and the incorrect version was delivered. I quickly requested replacements and after 8 months they still haven't resolved the issue. I have 60+ emails confirming their fault and have not received any help from management, etc.Date of transaction: October 11 2022 Payment: $183.50 Committed product: custom patches with iron-on backing Nature of dispute: they provided patches without iron-on backing and have not replaced them after 8 months of back-and-forth emails and calls Has the business tried to resolve: I have received confirmation after confirmation that the matter is being resolved and never has.Order: 01-WOVPAT409413

  Business response

  07/28/2023

  Hi ****,
  
  
  We would like to thank you for taking the time and bringing this to our attention and we take this opportunity to thank you for your feedback which allows us to serve you and other customers better.  We are very sorry for such destabilizing encounters you have been faced with. This is certainly not the kind of service we would want you to experience. Already, we are going to take steps to ensure that this situation does not happen again.
  
  
  We have acknowledged the error through the survey regarding your embroidered patch order WOVPAT409413 and we already fulfilled a suitable resolution ruled in your favor to this unfortunate matter with your confirmation that the redo WOVPAT409413-R2 has arrived and appear to be correct.  If theres anything else, we can do to improve your experience with us - please dont hesitate to reach out and we would love to help in any way we can!
  
  
  Sincerely,
  
  
  The/Studio Team

  Customer response

  08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to order patches made with the thread colors specified by the ********* of ********* and specified what those colors were upfront. When The Studio told me they did not have TIOH's colors, I asked to cancel the order, but they have so far refused to offer a full refund. They claim that because they produced a sample (which they photographed and emailed to me), there is a non-refundable fee of $72.24. My issue is that I was not told of a non-refundable fee for making a sample before The Studio made the sample. I would never have agreed to such a fee without assurances that The Studio could match the colors I needed. In the 7 emails that I have received from them since asking for a refund, they don't even pretend to have told me about the non-refundable fee before I asked for a refund. Something like that needs to be stated upfront, as it will factor into how the customer decides to proceed. While non-refundable fees for samples are not uncommon, it is by no means a universal business practice, and cannot be assumed to be a company's policy when placing an order.

  Business response

  01/10/2023

  Hi ****,
  
  We would like to thank you for taking some time for bringing this to our attention and we take this opportunity to thank you for your feedback which allows us to serve you and other customers better. We are very sorry for such destabilizing encounters you have been faced with. This is certainly not the kind of service we want you to experience. We observe some crucial information in your complaint concerning our products and services as well as the degree of our services. Already, we are going to take steps to ensure that this situation does not happen again and to ensure that proper process improvement can be put into place. We prefer to learn and improve under better conditions.
  
  We have acknowledged the error through the dispute filed regarding your embroidered patch order EMBPAT410821 and we already fulfilled a suitable resolution ruled in your favor and a full refund was issued to you. If there's anything else, we can do to improve your experience with us - please don't hesitate to reach out and we would love to help in any way we can!
  
  Sincerely,
  
  The/Studio Team
  
  Thank you,

  Customer response

  01/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have no less than 5 emails from your company refusing to issue a full refund, so don't say "thanks for bringing this to our attention" like you didn't already know exactly what you were doing. With regards to the refund I received, that was a result of my filing a claim through PayPal's buyer protection. You were unable to defend the dishonest business practices I exposed, and it was PayPal who issued the refund, not you, so don't take credit for their customer service. The response you issued here at the BBB is full of lies, and I can prove it.

  Business response

  01/25/2023

  Hi ****,
  
  We take this opportunity to thank you for your feedback which allows us to serve you and other customers better. I appreciate your sincerity regarding your dissatisfaction with the difficulty you encountered with the order. Please accept our utmost apology for the concerns you have expressed. This is certainly not the kind of service we want you to experience.
  
  At the time you reached out to request a refund, we discussed the terms and conditions of your order and we offered to revise or fix the issue while we attempt to serve you better. However, we did not receive your response to give us the opportunity to resolve the issue, as it's not as straightforward as ordering a basic product. We would have liked to ensure that all options were exhausted and to work with you on a resolution, however, you chose to file a dispute through your payment processor instead of working directly with us to resolve your concerns, and a full refund was issued to you on December 7, 2022.
  
  We also observe some crucial information in your complaint concerning our products and services as well as the degree of our services. Already, we are going to take steps to ensure that this situation does not happen again and we are doing everything we can to avoid such unfortunate situations. We prefer to learn and improve under better conditions.
  
  If you have any further questions or concerns, please do not hesitate to contact us at any time.
  
  Thank you,
  
  The/Studio Team

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased embroidered patches from this company. What I got was a whole lot of aggravation and the cheapest product that was just printed circles that do not stick when ironed on. I spent $250on coasters. 100 coasters! They are good for nothing. The customer service was a drone behind a computer. My order # is *************** TH eproduct is junk and it is Chinese junk. They will not talk to me when I try to complain. They just say that they have sent my comments to the proper personel and goodbye.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/22) */ Hello ***, We would like to thank you for taking the time in bringing your concerns to our attention regarding your experience during the order process and would like to offer our sincerest apologies for the issues you encountered. We have acknowledged the error and we have already started the redo of your patch order, changing to a different woven patch type as discussed and agreed upon with you. If there's anything else, we can do to improve your experience with us - please don't hesitate to contact us, we would be very happy to help in any way we can. Thank you, The/Studio

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased $593. 83 worth of product for My new business on 08/07/2021 from http://suppliedshop.com. Upon the parcel's arrival I quickly realized I had not received the correct items. I called customer service and left messages but never received a call back at this same time I messaged [email protected] and was told I'd be receiving a refund when the goods were returned. Upon receiving tracking showing the items were delivered I sent another message but that email went ignored. I never received the refund to this day! Several weeks later I sent another email and was told my refund was refunded in sparkle points store credit. I explained I was not happy with this due to not wanting to do business with the company after all that had occurred but was told this would be the only way I'd be getting a refund. The man gave me the info to use the credits so I went to the website several weeks later and the site was unavailable and has been down for 6 months now. I have sent emails to any and all email address that I received plus I have tried to look up the founder ************* but have had no luck at this time. I still haven't been able to get my business up in running due to this issue please help. I have my order receipts and emails to show proof of my order. The Studio Technologies, Inc. *****************************************************

  Business response

  09/26/2022

  Business Response /* (1000, 8, 2022/09/09) */ We're sorry to hear that you've had trouble contacting the Supplied Shop team! A member of The/Studio team will contact you for additional information regarding your concerns.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On February 11, 2022 I purchased 100 patches from The/Studio. My order number is ***************. I have purchased several other patches from The Studio and I trusted their quality and customer service. The latest order cost me over $800. I received my patches on March 18, 2022. They did not represent the original mock-up I approved. The entire background of the patch is in brown thread rather than black which was supposed to be used. See the attached pic of the large patch. I have ordered other similar patches from The Studio and the company used black as the outline for all patches with a similar company logo (see the photo of the small patch attached) . I have no idea why the company used brown thread as the logo I sent to them clearly is outlined in black and the mockup they sent to me for approval was in black. I utilized the chat function three times and was transferred to a customer service group that was unavailable. I called the company and was hung up on by a rude employee. Not the customer service I expected after spending ********* with this company. I sent an email to the company later that same night and received a response. In the response the company referred to my problem as a "minor variance" and stated that I elected to skip the sample stage. This is not true and it is not a minor variance. The entire color scheme of the patch was incorrectly changed. The Studio offered me a 20% credit toward a future purchase after I pay full price for a re-order of the patches they screwed up. Today, I received an unrelated email from the company this morning stating that The Studio has a "100% satisfaction guarantee - no risk to you!" and a "Dedicated customer support via phone, e-mail and live chat". This was not my experience. I'm not certain how to proceed with this company since they are not making a reasonable offer to fix my problem that they created. Desired Outcome Refund

  Business response

  04/21/2022

  Business Response /* (1000, 6, 2022/04/14) */ Hi *****, We have received your review posted on the Better Business Bureau website regarding your recent order ***************. On behalf of the company, I truly regret that your latest project did not go as smoothly as your previous projects with us. Based on your review, you mentioned that there's a color mismatch on your patches and that what you approved for the color of the background was not what was actually produced. You also claim that all of your projects with us before were produced according to your instructions and approval. Upon checking, it does show on the proof that the background color was labeled as black but the actual patch shows a shade of brown. However, this issue was escalated to upper management, and a free redo was approved and was produced and delivered to you. We hope that you will reconsider doing business with us in the future. As you have mentioned, you trusted the quality of our service prior to your latest project. We also came to an amenable resolution when the issue was brought to our attention. Sincerely, The/Studio Consumer Response /* (2000, 8, 2022/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I filed this claim before the company agreed to produce a replacement patch free of charge. The company's first offer was like a 20 percent discount. Not to mention their initial customer service was awful as I was hung up on and received zero online support. All in all, I'm happy as the replacement patches have now been received and look great. In the future, the company should address their poor customer service as this issue was 100 percent their fault and I had to wait an additional couple of months and deal with the hassle of filing this complaint to get my issue addressed. Company does good work, but is not without issues.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, On November 2 I purchased patches from The/Studio. This was my 9th patch purchased and I trusted their quality and customer service. When I received my patches (late, mind you), they did not represent the original mock-up I approved. I have been asking for compensation and have offered to return the patches in exchange for a refund, but the company will not budge. I spent ******* on these patches and they are offering my *** in store credit as compensation. I called them yesterday to discuss this further and was hung up on when I asked for a full refund. They made a mistake and are trying to fix it by offering to "redo" my patches for over **** when I apply my *** store credit. I would not have approved my design if I knew it would have not come out and I definitely would not have spent nearly ******* on something that would look poor.

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2022/01/05) */ Hello Ms. ****, My name is **** and I am one of the project supervisors here at The/Studio. I went through your order history and on behalf of the company, I am truly sorry that your recent experience with us was not as effortless as we wanted it to be. This is not the kind of experience we want you to have and our sincere apologies for any subsequent inconvenience to you. Indeed, you approved your mockup seamlessly and it was a massive miss on our part when it didn't match what was produced. In reviewing your order, there appeared to be some product limitations in the desired results, which should have been communicated to you before producing the bulk. I have already talked to the team about your experience. We are always working toward improving our strategic approach and outcomes and your feedback is most appreciated and critical to this end. Again, we truly appreciate your feedback and would very much like to work with you toward an amenable resolution. Sincerely, **** ***** Customer Service **********

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Studio requires you to enter contact information to see pricing. They then use this contact information to automatically create an account on their website that includes personal details you did not provide. There is no disclaimer on their website about tracking cookies - as required by federal law. They do not tell you that an account will be created with your information or that they will be contacting you an aggressive amount. There is no attempt to garner consent or offer a privacy policy on the form. I was then texted, called twice, and emailed twice times by a sales representative within an hour even after asking in writing not to be contacted. I was unable to delete the account they auto-created so I changed the contact information and unsubscribed from emails. I have since unsubscribed from links in the emails 3 times and filled out their "do not contact" form. I am STILL receiving emails from this company that I did not consent to!

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/15) */ Hello *****, My name is Gwen and I am one of the Project Supervisors here at The/Studio. I went through your order history and on behalf of the company, I am truly sorry that your recent experience with us was not as effortless as we wanted it to be. This is definitely not the kind of experience we want you to have and our sincere apologies for the issue that occurred. Please know that I'm very much willing to help you in removing your details from our system. I tried checking our systems using your email address and phone number but I can't find any accounts associated with your name. If it's not too much to ask, kindly send us a screenshot of the emails you've received to help us with our investigation as well. Please know that I already talked to the team about your experience and about your feedback. We will make sure to come up with a better strategic approach in handling these kinds of situations moving forward. Again, we appreciate your feedback and the chance you gave to us. I am still hopeful that we can make it up to you. Sincerely, Gwen L**** Project Supervisor

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered custom patches from the Studio in Sept. Received the order Nov 1st. The order was wrong. Wrong backing on the patches was applied. I have been placing a patch order with them every year with the same backing. This year they used the wrong kind and now they wont response to my emails. I am out **** and have patches I cant use. Avoid using them! They are a Chinese company and will not work with you to fix and issue.

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/11/25) */ Hi *******, This is to confirm receipt of your review from BBB. On behalf of The/Studio, I want to extend our apologies for how your overall experience turned out. We are truly sorry that the patches did not meet your expectations. We also apologize for any inconvenience that this has caused you. After a thorough review of your case, I have managed to pinpoint the reasons leading to this error. I would like to inform you that the bulk was initiated according to the mock up design approval. Below are the following reasons why the initial request to redo the patches for free wasn't offered 1.) We only produced the patches based on what options were selected or invoice inclusions when the order was placed online. It shows that you selected the Velcro Loop Backing(Edge Stitch). 2.) We showed a mockup/ digital proof showing how the patch would look like. If any changes were necessary, a request to change the initial backing selected could have been requested at that point. However, it was approved for full production the way it is. 3.) We offer either to ship or send a photo of one sewn out patch so you can get a preview of the product before we produce the full order. However, this stage was skipped when you placed the order and agreed to its terms online. Please know that we also need to decide on the most appropriate course of action within the right margins. As per our terms and conditions, after your orders ship, it will not be eligible for a full refund since all our products are custom-made and therefore deemed as non-reusable. Moreover, the order was set to "skip sample" where you have elected not to receive either a photo or physical sample, this acknowledged and accepted that there may be differences between the approved mockup and the finished product which voids refund and return claims. We hope you understand that the order was fulfilled according to the approved design details. By approving the mockup/ digital proof you are confirming that all details are correct and to your complete satisfaction. It is unfortunate that we cannot issue a full refund at this time due to our Terms & Conditions https://www.thestudio.com/terms/. However, we are willing to make any other compromise and we would like to offer redoing the patches as one time courtesy at no extra cost to have this corrected. This is the least that we can do to address the unintentional inconveniences that we caused despite your acceptance of the terms. Thank you for your patience with us as we dig in and get back to help you. Please let us know if you have any questions, comments, or concerns. Thank you, The/Studio Team Consumer Response /* (2000, 7, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has resolved the issue.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩