Complaints

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a garment for my niece from ******* ****** because she makes clothes. I contacted Ms. ****** to ask for the update on my order placed on March XX XXXX because I had not heard anything from her concerning my order. Ms. ****** stated that the garment was not completed and she would let me know when it was. I then informed Ms.****** I needed the garment completed by April 16,2022 or I would need a refund. Ms. ****** said I can have a refund now minus the 50 percent non refundable policy. I stated to Ms. ****** that I was never told of such a policy verbally or in writing. Ms. ****** them stated that she will only be giving me half my payment. I am asking the BBB to get me the rest of my money because I was never made aware of any policy at any point. The cost was $85 and Ms. ****** only refunded me $42.50 I am asking the BBB to help me get my other $42.50

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/06) */ It is always my goal to deliver quality work and service and I have done so with every garment I have produced. My policy is and has been that a deposit is required. The deposit is non refundable due to time and labor invested in producing the garment(s) from start to finish. I have offered and apology to Miss *** for inconvenience the wait time has caused, however I was not told that her ordered was needed by a specific date. Any expedited orders are an extra charge. My wait time, on average is 2-4 weeks from the start of production. Production does not begin until I have received materials ordered to produce the garment. This time may vary as I have no control over mail delivery. I always let my customers know when their order is complete and if there are any issues or delays past my turnaround time, I reach out to my customer, which has never happened. My clients are always welcome to check the status of their order and have my direct number to do so. Miss *** reached out to me asking if the garment was complete? My response was that it was not complete and I would let her know when it was done. Miss *** stated that if it is not complete by April 16th she wanted a refund. I opted to refund Miss *** at that time, minus the 50% non refundable deposit, to avoid any further inconvenience to her. Miss *** was aware of my deposit policy as it was stated in a earlier offering of my services to a group where she confirmed. Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response given by Ms. ****** for the primary reason that I was never made aware of a policy of any sort at anytime. If I were aware of such a policy I would not have chosen to do business with Ms. ******. Whether it was verbal or by text, I was not aware of Ms. ****** policy. The first time I heard of a policy was at the time when Ms. ****** decided she no longer wanted the job of making my niece's garment and said she would refund me now minus the deposit. The response was unacceptable then and it is unacceptable now. Business Response /* (4000, 10, 2022/04/07) */ As I regret to hear that a client is dissatisfied, however, my policy still stands. Miss. *** approached me for services on March 13th. She did not make a payment until March 16th, which she paid in full. Miss. *** had not reached out to me regarding status until April 6, asking if her order was complete, although she has my personal number and is able to do so at any time. Miss. *** is not only a client, but a personal acquaintance. I expressed that it was not complete and I would contact her when it was. Miss. *** stated she needed it to be completed by April 16. Miss *** had never expressed needing it by a specific date. By Miss. ***'s deadline, it would be impossible to be completed as it does not take into consideration delivery of materials nor my production time. A well made garment takes time and that is what I deliver. At her insistence that it be complete by April 16, which is before my production deadline, the outcome would have been the same and as I stated previously, I opted to refund her minus the deposit, to avoid further inconvenience. Miss. *** was aware of my deposit policy as I have shown. Although I am sorry that I could not meet Miss ***'s needs, unfortunately, I cannot assist her further and I have referred Miss. *** to a business that may be more suitable to meet her demand.

*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. ↩