Customer ReviewsforThe/Studio

I was told that they had no problem accepting a PO from my school district for senior challenge coins. When they didn't get delivered on time, I contacted them to get a timeline. They said they never started because they cannot accept a PO. When I copied the emails and highlighted where I was told they would accept our PO and they would keep me updated on the status, they ignored me and have not replied since. Now, this year's seniors are missing out a good tradition because it's too late to make arrangements with another company.I guess our order isn't big enough to matter to them, but they make things that people buy to give as gifts, rewards, and it our case tradition. I have disappointed students now because The Studio cannot figure out how to communicate well and obviously the whole team is not on the same page.

We would like to thank you for taking some time to bring 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 apologize that your PO request upon reaching out on 03/27/2024 wasn't fulfilled due to the purchase order (PO) option is strictly limited to Schools/Universities and Government institutions and the order process will start: (Sampling stages to Shipping) once you meet the requirements for eligibility as well as Guidelines and Procedures to push on our system. Moreover, a purchase order is not considered a form of payment and we never received the check payment to proceed with the order. In response to this, we are doing a full analysis of this issue, the root cause, the impact, and we are also implementing a number of checks and measures to ensure our staff discuss fully the procedure in applying for our PO requirements. Hence, customers are encouraged to process a regular order to proceed with the order for non-qualification if they do not meet the eligibility requirements. We will also assess your complaints to ensure that proper process improvement can be put into place and we are currently working to improve our end-to-end user experience, so your feedback on this topic is definitely being heard and your email will be shared with the team during our next user flow discussion. 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!Thank you,The Studio Team

Repeat customer here. This place used to have quality products - it is easy to see on our re-orders that they have cut MAJOR corners to save money.Bought $500 worth of keyrings, they frayed, delaminated and fell apart on customers within several DAYS. Contacted someone who claimed they were the ***** about it, and after numerous unfulfilled promises about "addressing my problem", I've given up.I would NOT recommend this place, as you have no idea what the quality of your product is going to be, and if you have a problem, you are left with no recourse. No reprints. No refunds. No response.

We would like to thank you for taking some time to bring 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. Our products go through several quality control checks before they are delivered to customers and we are going to take steps to ensure that this situation does not happen again.We apologize that your claim request upon reaching out on 04/01/2024 wasn't fulfilled and put on hold. After a review of your case, the bulk order was shipped on 10/28/2023 via *** with tracking number 1Z4F16456606651419. Please be advised that the website ****************** shall be administered by The/Studios team. As per our terms and conditions, after your orders ships, claims submitted more than seven (7) calendar days after shipment date are ineligible for a refund or free redo since all our products are custom-made and therefore deemed as non-reusable. In our attempt to compromise with the lapses in communication, we would like to offer a 20% store credit. This is the least that we can do to address the unintentional inconveniences that we caused. 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!Thank you,

Avoid The/Studio: Unreliable and Unresponsive Service (ZERO STARS) My experience with The/Studio has been nothing short of a nightmare. Despite placing an order in November, I have yet to receive it as we enter April. Their lack of communication and empathy towards customers is appalling. Dealing with five different employees, I've had to explain my situation countless times, only to receive the same robotic responses. Despite requesting a refund, they have completely ignored my pleas, leaving me in limbo. Their utter disregard for customer concerns and refusal to address issues is unacceptable. I strongly advise against doing business with The/Studio.

Hello Mike, We would like to thank you for taking some time to bring this to our attention. On behalf of The/Studio, I want to extend our apologies for how your overall experience turned out. Customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. We strive to provide our customers with high-quality products and even better customer service, so your experience definitely doesn’t meet our standards. I apologize sincerely for what happened here. After studying the matter, I wanted to determine where my team's communication fell apart and in digging into this. I can see that your order was affected by the CNY holiday, most of our factories worldwide were closed from February 10-24, 2024 . As a result, we require more time in processing the order. In the event of such rare and unfortunate situations, we can only apologize and try to offer a suitable resolution. In response to this, I have alerted the concerned staff and the department involved to address the unintentional mistakes. I've already checked on the estimated time for the photo sample. Is there any way you can use them in the future so we can continue with the project? Perhaps, we could offer 15% store credit as compensation for the delay? We appreciate your patience and time in pointing this out so we can dig deeper in helping improve our services. Looking forward to working with you on a resolution. Thank you, The/Studio Team

No communication, delayed shipping , poor customer service very disappointing, not even refunding

Hi ********, Thank you for taking the time to leave feedback. We sincerely apologize for the issues you have expressed regarding your experience. However, there's no active order found associated with your name and email address. Kindly check and confirm if you made the purchase to our thestudio.com website and provide the pertinent email address associated with your custom product order to further assist you with your claim.Thank you, The Studio

I came upon the website xmaxfashion.com on my search for a motorcycle rack. The price was GREAT so I decided to investigate is the company was legit by tracing the address which is a run down home in Kansas and also the address for The Studio! Furthermore, the area code that's listed on the website is in Virginia?! BUYER BEWARE. This is a scam company! ☠ Read all reviews!

The company being referenced is not our company. Our company name is The/Studio. Our location is in Pasadena, CA not in Kansas or Virginia and the website that they were searching is not ours. The email address is not registered in our CRM. There's no order or interaction found for email address **********@gmail.com. Our Customer Service team reached out to the customer to acknowledge their concerns and to offer further assistance if needed. 

Wasted my time and money for almost a year then promised refunds for orders they couldnt complete and now been waiting months and months on these refunds and still only received about half. Waste of time waste of money. They personally have costed my company thousands due to their lies and time wasting. This company clearly does not care about their customers, i was a loyal customer for years and it means nothing. I truly do not know how they are legally able to conduct this kind of business. Dont expect communication, Dont expect them to deliver, I really really do not and will not recommend them to anyone.

Hi Jessica,

We have received your BBB review and we would like to extend our sincerest apologies to you for your overall experience with us.

After a thorough review of your orders, I have managed to see information that leads to a delay with your refunds.

1. Michelle, one of our Project Managers was able to file the refunds, however, not all of them were processed right away since we were still waiting for the production to produce the correct samples.
2. In this case samples were presented multiple times in every order as revisions were required to achieve the exact requirements of your design, which was the reason for the delay of your orders.
3. We were informed that the order received did not meet our high standards of quality and an option for a free redo or partial refund were offered.
4. Lastly, the refunds were processed in a timely manner as requested. However, due to a technical issue, there were refund requests that were not posted right away. When we attempted to issue part of the refund back, we received an error, which we have alerted our Tech team about.

We would like to offer our sincerest apologies for the issues that occurred and for any subsequent inconvenience to you. Please note that Michelle sent you communication for the completion of your refunds.

Thank you for your patience. Please let us know if you have any questions, comments, or concerns.

Sincerely,

The/Studio

Horrible company. All they care about is making a sale and not about their customers.

I ordered woven labels for my company. The customer support rep, Faith Tyler, mentioned that the lead time for this order would be 3-4 weeks and I expressed that I needed it in 2 weeks. She guaranteed that this order would be completed by October 12 - 15th but I would have to pay an additional rush fee. I paid the rush fee under the assumption that I would have my product by October 15th. The order was shipped on October 14th from China. When Faith gave me an estimated date of completion, she did not mention that it would take an additional 5+ days to have my product.

It is already 4 days after Faith's 'guaranteed' date and my product is still in Japan. I have contact customer support (Bea Larson) and they have completely ignored the fact that they messed up.

All in all, my production is being pushed back because of this mistake. Because of this, my company and team is effected.

Again, they do not care about getting their customers. 1 single sale is more important to them than a long-lasting customer. Horrible experience. I 100% do not recommend using them again.

This order was placed, paid for and the mockup sample was uploaded on 09/24. As we have checked, the process was very smooth and there were no delays or pushbacks. The order was shipped in a timely manner which was the same as what the Sales Representative disclosed to Mr. Mendaros. Upon investigating the incident, although Sales Rep advised the correct timeframe of the order to be completed and even offered a rush delivery option, she lacked setting proper expectations to Mr. Mendaros regarding our delivery timeframe. Emails were exchanged between Mr. Mendaros and our Customer Service department, who all advised him of the status of his order and even offered him compensation for the rush fee he paid for.

Great artists and designers. I want to emphasize that working with them on the art and layout was a great experience as they are very responsive and detail-oriented when it comes to that.

The final product was trash. They use a factory in China to produce things and that factory made all my challenge coins out of cheap tin or aluminum, making them feel light and cheap. Now I have to find someone who can make a real coin in time for the ceremony and it is simply less than ideal.

I strongly advise EVERYONE to avoid this organization entirely.

Dear Mr. Jenkins,

We want to extend our apologies to you if you were less than satisfied with the order of challenge coins that you received.

Our coins are made of a metal alloy composed of Brass and Iron. We have produced a quality of hundreds of coins and we have nothing but good feedback from customers. Also, most of our products are manufactured in our factories in China, but we always make sure that the quality of our products that we produced are nothing less than the very best. We do have competitive teams worldwide who work night and day to ensure that the orders are being manufactured good and fast as possible. We also have factories in the US aside from China and both includes a Quality Control team to ensure the quality of the products we ship.

With that said, we would be pleased to review your order. One of our Project Managers was able to communicate with you via email. Please respond to that email so that we can discuss how to improve your coins and your experience with The/Studio.

Thank you,

The/Studio Team

I requested patches for a military school squadron patch. They said they could make my deadline and design limitations and it started out well. However, they failed to get my patch design back to me within the 24-48 hour time period and after 10 days of constant messaging they finally got back to me on my design. Following an edit by me, they once again took 7 days to get back when it should have been less than 48 hours. I had to pull information from them and it seemed as though the many departments within the company lacked the ability to communicate with each other as the representatives did not know the status of my orders and oftentimes did not understand my situation. Finally, two days before my training began I called them and they informed me they would not be able to make my time deadline. Their communication was sub-par and it was arguably the worst interaction with a company I have ever had. They promised delivery of my order but failed on the timing, design turnaround, and overall project management throughout the entire time. I would never recommend this company. I did not imagine that my experience from this company would be so unprofessional and mismanaged.

Dear Mr. Peck,

Good day to you!

My name is Don and I am a Quality Analyst for Customer Service 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 trouble caused.

Indeed, your order was placed with a rush delivery option and it was a massive missed on our part when it took more than a week for the first proof of your design to get uploaded. We received a very large volume of orders during that time because of a promotional campaign and I just hope we have managed the same more efficiently. I know it is not an excuse and we'll definitely consider this experience as an opportunity to be more foreseeing in the future.

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 for the chance you gave to us. I am still hopeful that we can make it up to you next time.

Please stay safe and healthy. Let me know if you have any questions.

Sincerely,

Don Tamayo
Office Hours: Mon-Fri, 8am-5pm PST
thestudio.com