ComplaintsforPlug Your Holes, LLC

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  1.) I first contacted Plug Your Holes support when my order was around 4 months late. After much difficulty from the staff, I finally was offered a refund under the condition that I would also still receive my order. 2.) They gave me my refund, but I still was waiting far too long on my order. That is when I decided to contact their support again. This is 8 months now that I have been waiting on my order. Their customer service agent, ***** ********, then offered me a $100 gift card. 3.) ***** realized that my order "had already been refunded" and began to retract his gift card offer. I tried to explain to him that I was still supposed to receive my order, but he would not listen, proceeding to address me as "bud" and tell me that "I don't understand how refunds work" 4.) At this point, I became angry, and I got a little rude with *****, which I think is understandable. After ***** realized that he was in the wrong about me still receiving my items, he proceeded to ask for my personal phone number. He called me and began to berate me about "how I treat people" and said I would only get the gift card if I apologized. I refused to acquiesce to his ultimatum. 5.) I brought this issue to the attention of the rest of the support staff. ***** answered that e-mail complaint himself. He also brought in another member of the team to chat with me using the site's chat system, who proceeded to reveal my location in the chat and direct insults at me based on where I live. 6.) I have taken a ton of abuse from this company and I have not received the gift card that was promised. I only want what's fair and what's coming to me.

  Business response

  12/12/2022

  The customer in question was issued the desired store credit of 100.00 - in addition to receiving their items, being refunded for them, and issued an additional gift card for store credit prior to the incident. The delay in their order was communicated to them via email following the placement of their order, in addition to being stated within the product page on the website within the terms and conditions of said product. Furthermore, our FAQ's also state timeframe of production and fulfillment of their selected product as it was a custom made product that is made in house on an order by order bias. In regards to the interaction between the customer and our customer service rep, the evidence and information submitted by the customer shows one, very curated side of the incident. The "threat" included in screenshot was taken VERY MUCH out of context, as we are an online shipping company and per protocol we verify the customer's address and account information when reshipping an order or reissuing credit. The customer berated our employee over 4-5 days with extremely disrespectful, disgusting comments and demands (most of which were constant back to back within minutes of each submission allowing literally no option to respond to previous statements before firing off the next one) and then going to our staff page and insulting each employee in site order, one-by-one. All conversations and replies have been recorded on our customer service platform with a full thread of all interactions, screenshots and timestamps. As a company, we understand the concept of providing a positive guest experience to our customers, happy or angry, and being able to separate personal feelings from the responsibilities of the role - but there is something to be said about customers who feel as if they can take advantage of the employees in place to help them. We do not condone bullying or any type in our company, and that includes customers bullying our employees - regardless of the issue. Once the situation escalated to a point where the customer was simply unhappy with any and all solutions provided, we felt that our relationship with the customer as a supplier and consumer was best to end, as there wasn't any potential outcome that would satisfy the customer. If any additional evidence including multi-platform thread correspondence, customer account history, social media contact interactions, etc. is needed in regards to disputing the incident, we are more than willing to provide said documentation. Please feel free to email me personally at ***********************, and/or CC the founder, *** **** as well - ********************** Thank you in advance for your service to our business and customers! 

  Customer response

  12/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: They are lying, they did not give me the 100 in store credit, they DID threaten me, AND i only "berated" their customer service over 4-5 days because i was incensed by the way they treated me. Their insistence that i wouldnt accept any resolution is nonsense because I would have accepted the 100 in store credit on THE VERY FIRST DAY but their customer service agent, ***** ********, childishly took the offer off the table just because his feelings got hurt.
  Regards,
  ****** *****

  Customer response

  12/13/2022

  ******* ********* ******* ********* ***** ****** ***** ******************** ***** **** *** *** ***** **** ** ******** **** ******** *** *************************
  

  Hello. My name is ****** ***** and I'm writing in regards to a complaining I have filed with your BBB. 

  Complaint ID:  ********

  Date filed: 11/22/2022

  Business Name: Plug Your Holes, LLC
  I am writing in response to their response to my complaint. I wanted to add a few additional points but I did not see a field to do so on the complaint page.
  
  1.) They did threaten me. I am enclosing proof in this e-mail.
  
  2.) They did not give me $100 store credit; that is what this entire thing is about. The fact that they refuse to give me the $100 gift card that they initially offered. They are straight up lying. They are also lying about the fact that I received my items. I still haven't received the rest of my order.
  
  3.) They are trying to claim that they disclosed that custom orders can take longer. That is true but the length of my wait FAR exceeded this window, we are currently at 9 months. You can check their website to see proof of this. 
  
  4.) They claim that I berated their customer service employee, ***** ******** over a period of 4-5 days. This is almost true but it was actually 3 days, and was simply using their website's chat feature. Again, this was only drawn out because they refuse to give me the $100 gift card they promised.
  
  This company is so sketchy and is lying about so much. I have never seen this level of unprofessionalism in my life. I admit that I was quite rude (which I felt was prompted by their treatment of me) and I admit that I sent them quite a few messages. That being said, I think there is no excuse for their level of unprofessionalism and treatment of their customers. I don't really have a keen understanding of what the complaint to the BBB does other than becoming displayed on your site, but I will not withdraw it under ANY circumstance unless I receive my $100 gift card that I was promised, or you decide to close the complaint yourselves. 
  
  Thank you.

  Business response

  12/13/2022

  In order to resolve this incident indefinitely, I have provided a gift card code for an additional 200.00 - ****************. I have also attached a screenshot of the gift card confirmation as an additional resource for the customer. Based off the customer's rejection, and our differing interpretations of the situation, it does not appear to be beneficial for either party to continue our partnership. I sincerely understand the disrespect and substandard experience they have stated to endured, and in no way am I belittling their feelings towards the situation or deeming them invalid. Disrespect and hostile interaction is the furthest from our company's culture and values, and this interaction is an outlier in that track record. I extend my apologies on behalf of myself, *** ****, and the rest of the company. I believe there is a lesson to be learned here for both parties going forward - and our company welcomes such feedback & will continue to be mindful of the customer service standard we provide. Our goal is to be a little bit better everyday as a business and such incidents can be turned into useful coaching opportunities. Again, the customer is heard and valid in their experience, and only our genuine apologies are extended. 

  Customer response

  12/19/2022

  [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 find that this resolution is satisfactory to me.
  Regards,
  
  ****** *****

• Initial Complaint

  03/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on february 9th 2022 for the amount of 62 USD. On February 20th, 2022 I reached out as there had been no update to my order regarding estimated shipping date. They emailed me back to let me know that It could take 2-6 weeks. It has officially been 6 weeks and nothing has been updating and I have yet to receive my order. I attempted to call and the listed phone number will not receive calls.

  Business response

  04/05/2022

  The order was in a production hold as an item they bought is a custom, in-house product that is made on an order by order basis. Our FAQ's states that these products can take up to 4-6 weeks from the START of production - not from the date the order is submitted. This is very clearly indicated on our website and a checkmark box must be selected to proceed with adding the item to their cart that indicates they understand the delay on this specific type of product and agree to the 4-6 weeks production delay. 

  While the order was placed on 2/9, production begin on 3/9 and was completed on 3/22, resulting in their order being fulfilled the following day on 3/23. 

  This order delay was again communicated to the customer within the two (2) different contact submissions, including additional links to our website and. FAQ's.  

   

  Additionally, this order was also already refunded in full for the delay and positive intent. Per our policies, customer experience, and BBB practices, all resources were exhausted to resolve this order issue. 

  Customer response

  04/05/2022

  [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 find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******

*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. ↩