ComplaintsforSomething Different

• Initial Complaint

  10/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5/4/21, I dropped off a "boxload" of VHS tapes and digital 8mm tapes to be copied on to DVD's for preservation on a more usable format. I paid half of the cost up front, and was told at that time that it could take up to 6 months to complete the job. At the six month time frame, I would call periodically for an update- every time, some excuse was given- COVID issues, short staffing, etc. Most recently, a very rude employee told me "you can tell me your story, but it won't make any difference." I went in person to their Leawood drop off location and the receptionist said that the actual work is done at the Westport location and I should call and ask for ***** or *******, the owners. When I called again, voice mail was the only option and I asked for ***** or ******* to please call me back, and I've not received a call. These tapes are irreplaceable memories from my children's lives. I have nightmares that the entire box is lost or damaged.

  Business response

  12/06/2022

  BBB *******
  
  BBB of Greater Kansas City
  1000 W 46th St.
  Kansas City, MO
  64112
  
  ********
  
  We have contacted the customer regarding her order. The customer’s order is complete
  and ready for pickup at our Westport facility. As soon as the final balance is paid, it can be
  picked up buy the customer at our Leawood facility.
  
  I did offer the ***** a 50% discount on any additional copies, and she declined the offer.
  
  Her desired outcome was to have the order completed. It is complete and ready for pick up.
  
  Thank you,
  
  Something Different
  5251 W 116th Place, Suite 200
  Leawood, KS 66211
  (913) 444-3000

  Customer response

  12/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can only say that I'm glad to finally get my tapes back. I did ask for a discount on this order due to the extended length of time it took, but that was not accepted. 

  A discount on additional copies was not enough compensation.  This company has a poor business model, and I did not receive any reasonable explanation of why all of my messages with my correct telephone number were never followed up on. ****** the owner, gave me the excuse that my number was "wrong in their system" and that my order was "on hold" because they couldn't get hold of me. Yet, I called at least 10-12 times with the correct number; additionally, they had my correct email address. 

  I have not checked the DVD's yet for accuracy or quality, so that is open ended. Thank you for your action in this matter- I feel that I'd still be waiting if it weren't' for you!
  Regards,
  ***** ********

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