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Complaint Details
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Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a letterman jacket for my son in August and paid the 50% deposit. When the jacket arrived at the store, I had my son try on the jacket and paid the remaining balance (total was $325). The next step was to have the owner send the jacket out for embroidery. She estimated the jacket would be ready with embroidery and patches sewn on the week of October 17th. We still have not received his jacket or an update regarding the status. I have followed up multiple times via email and phone calls. My emails go unanswered and my phone calls go to voicemail. However, there is a message that the mailbox is full and I can not leave a message. I have gone by her shop multiple times and have been unsuccessful in receiving an update. Either she is not there or the one time I was able to catch her she said the jacket was still being embroidered but she would have an update for me that evening. That was two weeks ago and I am back to unanswered emails and no phone contact. At this point I would like my son's varsity patches back that he earned over the past 4 years and my money back for the jacket. I will happily go somewhere else.Business response
11/08/2023
I am not sure what time the customer sent this, but if like similar complaints the parents have made to other sources they spoke with me within the hour of their postings when the conclusion based on our conversation was they would pick up the jacket upon store opening. The customer purchased a jacket and provided patches and they are recieving those items uncompleted. Their purchase did NOT include the custom artwork, digitization, sewing or embroidery. Since I did the artwork and covered the cost of digitization those belong to me. Those services are invoiced seperate, and the customer has not recieved an invoice nor will they, as every customer has the right to take their jacket to whomever they chose to do the services. I wish them well moving forward.
Customer response
11/08/2023
Better Business Bureau:
Business was only responsive after complaints were made. Otherwise they would not respond to emails or calls. I have since picked up my items and issue has been resolved.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.