Complaints

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 11, 2023 I took 2 bleacher chairs into Athletic Center physical store for our local school logo to be applied. I questioned if could be done with that fabric, was assured it could be. The girl said they may have to take them apart, I replied I did not want them taken apart. December 12, 2023 I spoke with this employee by phone, was told they would not take them apart, again inquired about the material, whether it would be ok under heat. This employee stated she talked to the guy, he said it would be fine, theyd be done 12/15/23 with no damage to the item. When I called 12/15/23 I was told theyd would be done Monday, 12/18/23 again I was assured no damage to the fabric. 12/19/23 was told they had a problem with a printer but assured me chairs would be done 12/22/23 with no damage. Friday, 12/22/23 I received a call from the owner stating he had done 1 chair with the logo, the heat left a glossy area around it, would I come look but hed already taken his jig apart so couldnt do the 2nd chair if I wanted him to. Upon arriving at the store I saw the chair was damaged by the heat, leaving a glossy/melted area around the bubbly logo print and also frame was damaged. Not acceptable. The owner was not apologetic, rudely stated no he would not replace the stadium chair per their policy that they tell every customer each time they talk to them whether in person or by phone. I was never told this policy at anytime by his employees nor him during multiple visits and phone calls. He then pointed to a sign posted (that I could not read and was not shown prior) said its posted right here and we tell every customer every time if you bring an item in and we damage it we do not replace. He then went on to tell me he looked up a new chair, I could go to Mt **************** (50 miles away) to purchase a new one, he was not paying for it. He was being nice not charging me for the logo which he stated he could or he could keep the chair. Replace the $20 chair.

  Business response

  01/07/2024

  We are very sorry to hear that theCustomer feels this way. However, the customer was told over the phone when she inquired about us putting the local school logo onto a chair she purchased from ******* about our policy. We let her know that we could try but could not guarantee that it would adhere to the material and we do not guarantee items we do not carry or are customer provided items. We can only guarantee items that we sell because if they do fail we repurchase the item and give them a new one. If we do not have a vendor we can purchase the item from we cannot replace the item even if we did not have this policy in place. We let her know that we sell stadium chairs but we were currently out of black, however, we had purple but they are $80 blank without a logo and we know that they would work. She asked the employee if we would be able to add the logo on the 2 chairs she brought into our store. Our employee told her we could try and it should most likely work but we couldn't guarantee that it would. We did not think we needed to repeat the policy again because we had already discussed it over the phone before she brought them in and it is also posted above our registers. Our policies are clearly visible and legible from our registers on a 4' x 4' sign. The customer stated that she read the emergency exit only sign right below the policy sign. Also, the item already had paint chipped off on the frame/bar when it was brought in to us. We also called to let her know that when we tried applying the logo to one of the chairs that it did not adhere correctly and the material became glossy. A glossy sheen happens when that particular material does not like the heat and the vinyl will also have flaws like bubbles. We cannot control what will happen on an unknown material which is why we have this policy in place. We cannot replace items we cannot get from our vendors. We let her know that we did not even attempt the second chair because it failed on the first one and we did not want her to be out any more money. We did not charge her for adding the logo and returned the items to her. She was very upset but there is nothing that we can do so we did let her know that we found that the chair she brought to us was in stock at the local ******* in Mt Pleasant. We are very sorry that she feels the way she does but our policy clearly states that we do not replace customer provided items if they fail. We hope that she will give us a try again but understand that if we bend our policy for her everyone will expect the same. We cannot take a loss on these items because we are a small business which is the main reason we put this policy in place if the item was to fail to take the customization. We have many customers who bring in items and know our policies but they still want to take the risk. Some items have failed and these customers have understood that they agreed to our policy. Once again we are very sorry that the customer feels this way and hope she will give us another chance in the future.

  Business response

  01/07/2024

  We are very sorry to hear that this Customer feels this way. However, the customer was told over the phone when she inquired about us putting the local school logo onto a chair she purchased from ******* about our policy. We let her know that we could try but could not guarantee that it would adhere to the material and we do not guarantee items we do not carry or are customer provided items. We can only guarantee items that we sell because if they do fail we repurchase the item and give them a new one. If we do not have a vendor we can purchase the item from we cannot replace the item even if we did not have this policy in place. We let her know that we sell stadium chairs but we were currently out of black, however, we had purple but they are $80 blank without a logo and we know that they would work. She asked the employee if we would be able to add the logo on the 2 chairs she brought into our store. Our employee told her we could try and it should most likely work but we couldn't guarantee that it would. We did not think we needed to repeat the policy again because we had already discussed it over the phone before she brought them in and it is also posted above our registers. Our policies are clearly visible and legible from our registers on a 4' x 4' sign. The customer stated that she read the emergency exit only sign right below the policy sign. Also, the item already had paint chipped off on the frame/bar when it was brought in to us. We also called to let her know that when we tried applying the logo to one of the chairs that it did not adhere correctly and the material became glossy. A glossy sheen happens when that particular material does not like the heat and the vinyl will also have flaws like bubbles. We cannot control what will happen on an unknown material which is why we have this policy in place. We cannot replace items we cannot get from our vendors. We let her know that we did not even attempt the second chair because it failed on the first one and we did not want her to be out any more money. We did not charge her for adding the logo and returned the items to her. She was very upset but there is nothing that we can do so we did let her know that we found that the chair she brought to us was in stock at the local ******* in Mt Pleasant. We are very sorry that she feels the way she does but our policy clearly states that we do not replace customer provided items if they fail. We hope that she will give us a try again but understand that if we bend our policy for her everyone will expect the same. We cannot take a loss on these items because we are a small business which is the main reason we put this policy in place if the item was to fail to take the customization. We have many customers who bring in items and know our policies but they still want to take the risk. Some items have failed and these customers have understood that they agreed to our policy. Once again we are very sorry that the customer feels this way and hope she will give us another chance in the future.

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