ComplaintsforNew England Graphic Solutions, LLC

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid New England Graphic Solutions to make a graphics kit for my ***. What I got was not what the rendering Nick provided me with showed. There was a handful of pieces printed white instead of black, and a few pieces missing entirely. New England Graphic offered to re-print the missing/wrong pieces for me, great! Unfortunately months and months went by. Nick kept reassuring me they would be done “next week”. Meanwhile his social media shows him printing all sorts of new kits. It ended with him essentially telling me I’ll never see my corrected graphics. At this point I’d rather get my money back and pay another company to make me a new set than to use anything made by this company. There’s are dozens of others with the same exact story… N.E.G. Does not care if they deliver on what they sell. As long as they are paid, they don’t care about you.

  Business response

  07/25/2023

  This customer confirmed via E-mail that his order was received on 14-July-2023.  But we never heard anything back from the customer until 13-September-2023, when the customer listed several complaints about the graphics kit including installation issues, missing pieces, wrong colors, etc.  But this was after the customer installed the graphics.  We saw no issues with the installation fit from the pictures provided, and we also were not aware of any color issues prior to shipment.  Regarding the missing pieces, we were not aware of anything missing when shipped.  We are unable to refund customers or issue reprints when such a long time delay elapses from when a kit is shipped to when the issues are flagged to us.  Also, if the color was wrong, then the kit should have been returned to us before installation.  After much back and forth, we offered to issue the customer a partial refund, but the customer declined that, instead requesting a reprint of the graphics package, which we are unable to accommodate.  Additionally, this customer has reached out directly to other customers of ours (using Instagram direct messaging) to warn them or our "shoddy business practices and quality".  Also, this customer appears to be part of a group of customers in his geographic area of the country, and we have also received complaints from some of these customers, who he knows personally.  We consider this a form of harassment, and at this point, can only reiterate our offer of a partial refund as a measure of good faith.  It is up to the customer to reach out to us to request this.  We realize that by making this offer, we are opening the door to others in this customer group who may attempt to contact us to request something similar, but we have not done any business with any of these customers in many months, and so we will not respond to any other complaints at this point. We have not received similar complaints from any other customers that we have in this line of our business.
  
  We take pride in our design skills and graphics production capabilities, and try to fairly address any customer issues.  But we cannot know what happens to a product 2 months after it is shipped, and also cannot warranty graphics that are not installed by us, other than to correct any product issue prior to installation.

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