ComplaintsforBlack Dog Inc.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 3 large signs to put on my businesses outside walls and front of building. I was clear that I wanted 3 large signs that would be in two pieces. I even brought in the old businesses signs that were 2 piece signs. When I brought it to the owners attention they wanted to pass the blame onto their customer instead of fixing the mistake. Also the sign is peeling and not good quality. I simply want the sign fixed. The owner states that she sent me proofs and I approved but the proofs were only logo approvals and none showed whether they were 1 piece signs or two piece signs.

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/12/15) */ Please see attached reply and supporting documents. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dorothy gives a nice recap but does not take responsibility for their error. I brought in 3 signs for them to see and measure. I never asked for 4 signs so why did I receive 4 signs. This is clearly evident and a mistake on their part solely. As she submits I said let's go with the crown to the left for all 3 signs. So why in the world would I be provided 4 signs? Simply because they made an error on the third sign. The proofs that I approved only showed the logo. At no time was there an email from the merchant showing 2 signs split in half and another two signs to be hung side by side. Look at the picture of two smaller signs sitting side by side stating the same message. Who in the world would order that and what merchant in the sign business would ever think that's acceptable. The translucent sign plastic is already peeling in some areas. This shows me that their work product is not quality at all. I completely stand by my remarks and expectation to either fix the sign ir refund my money. The customer is always right is not the motto of this place of business. When they are clearly wrong and have made a mistake their recourse is to put the fault clearly on the customer and to never take responsibility for their mistake. I have been in business for over 20 years myself and would never treat one of my customers like this. I take responsibility for my mistakes and my employees mistakes and make it right with my customers. Next Day Signs is clearly not a business I would ever recommend simply based on product results and quality as well as their horrible customer service. Business Response /* (4000, 9, 2021/12/21) */ I don't understand why I keep being told that I am not willing to to help in the situation and have clearly apologized for any disconnect multiple times. WHY WOULD THE CUTSOMER APPROVE AN INVOICE for 4 signs and pay for 4 signs if that is not was needed? Let me go back there to the beginning. I have offered resolution and have tried to be kind but I do not see how we can resolve this with someone who is bashing me and my company online and leaving bad reviews and still stands to accept no responsibility. Again, I have to revert back to the original proposal that we requested he review carefully for accuracy before placing the order which CLEARLY SHOWS 4 SIGNS, he had ample opportunities to correct that before we went to production. I am also baffled how NOW we are hearing about quality issues as those we never stated until as of late in our bad online reviews defacing my company by this man. Consumer Response /* (4200, 11, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested 3 signs. The business owner even admitted such. The email that I approved said 3 signs. If the invoice said 4 signs I have no idea how they could have made such a mistake and of course I did not catch it. The resolution I am requesting is a new sign or a refund in the amount paid for the two signs that were produced in error. I would not have resorted to bad reviews or going to the BBB if the owner was at all reasonable or professional in her response to the error. Business Response /* (4000, 13, 2021/12/23) */ The only way I can reply again to this argument is with facts. Customer brought in 4 signs. We estimated 4 signs, he approved the estimate with 4 signs, he approved proofs for these said signs, he picked up and looked at 4 signs and signed RECEIVED/ACCEPTED for 4 signs. It is understood that there was a gap in communication and understanding for the graphics that he wanted on 2 of those 4. I have repeatedly offered, although not required by contract nor by any error made from NDS resolution which customer finds unacceptable. At no time was anything other than the graphics for 2 signs ever discussed until after the initial complaint. Each reply customer leaves here escalates to another issue, first graphics, then quality now quantity. I'm unsure how to resolve this issue without the assistance of mediation. Please refer to my previous attachments and time line showing customers replies and signatures along with documentation of estimate, invoice and proofs along with signature at pick up. At what point are we supposed to know something is wrong and try to remedy it before its completed without any participation from the client.

*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. ↩