ComplaintsforSimulated Wood Grain Design, LLC
Online Retailer
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Complaint Details
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Initial Complaint
03/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I backed this company on kickstarter for a magnetic fort. Estimated delivery 9/21. I have attempted to contact customer service multiple times over the past 1 to 2 years with no answer. At this time I have not gotten the product and have not had any communication from the company. It seems this is a problem with everyone reviewing the comments. I would like a refundInitial Complaint
02/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I backed "The Fort" on kickstarter initially back in 2021. Immediately after the project was funded we all started getting emails from the "Creator" asking for more money and making excuses for delays. It took over a year to get the initial product (shipped on 1/21/22), and sometime later that year I received a light I had ordered, but there is strangely no record of this shipment anywhere that I can find. I had also ordered "add ons" worth $110 (a cover and a blanket), that I never received. The email updates kept coming from "the creator" about shipping delays and production delays and strung me along promising that I would eventually get my items. I patiently waited. Finally, in July of 2022, when I received an email about a new product they were launching, I lost patience. I emailed their customer support email and asked where my order was. I was also getting ready to move to a new house and needed to update the address on file, in case my order ever shipped. They got back to me a month later and said, "Hi [redacted],Thanks for the email address. Our accessories are on way to our warehouse. I have requested the team to prioritize your order. You will receive an email notification with a tracking number once your order has been shipped. We appreciate your kind patience and understanding!"BUT, they never got back to me with any tracking information or follow-up of any kind. I continued emailing them once every month asking about my order, but they have not responded since.Initial Complaint
12/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Never received a product that I purchased as part of a kickstarter. The campaign was fully funded and several other backers received their products. I am still missing two Fort straps. Company has told me in the past that I should receive within a few weeks. Never received. Company has been unresponsive to last couple of emails. Please deliver to ****************************************************************Initial Complaint
12/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I backed the kickstarted campaign in January ************************************** Feb 2021 for 1 fort and 1 light. In April 2021, I was charged $50 for shipping expecting the product in July 2021 per the website. I was told due to the pandemic and supply chain issues the product was delayed and to please wait. This is why I didn't file sooner as the manufacture said they had supply chain issues and to please wait. Given the pandemic, I was understanding. They manufacture did say if we wanted to pay expedited shipping we could get get sooner, but I did not want to pay any extra fees so I waited. However, I see they are selling the product and shipping again. I have yet to receive what I paid for. I have email the company multiple times with no response. I have even email asking for a refund, and no response.Initial Complaint
11/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased their product (a childs play couch) for $219 on 2/25/21. On 9/11/21 they sent an email saying they were having difficulty fulfilling orders and that a refund was available if requested. I requested a refund, they acknowledged they received the request but I never received it and in their last email to me on 4/1/22 they said the money is tied up in fulfilling orders. I still have not received a refund or a product. There are multiple other customers on their social media that complain of the same issue. They are blatantly stealing money from their customers.Initial Complaint
10/20/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a Fort thru kickstarter and was asked to pay shipping before the product shipped. Because we are military in ****** I had to pay additional fees to ship. I have made several requests for the shipping to be refunded. The company has made promises to refund the items. I just want the shipping refunded in the amount of $95.00.Initial Complaint
10/20/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On February 25, 2021, I backed a kickstarter called The Fort,a magnetic Pillow fort. I paid $243.00 The business did provide updates on the Fort on the process of creating the item. But when they finally started shipping they added on shipping fees and if you paid the shipping fee they would ship it out faster. On September 11, 2021 (email attached) they gave an option to get a refund which I followed the directions and I did fill in the refund request. I followed up with the company via email and kickstarter multiple times but they never replied. On the Kickstarted attachment, I listed out their statements regarding the refund since last year.I would like to receive my refund which they have promised and continue to promise but they are not refunding yet to my knowledge.The only resolution that they have given is the updates on Kickstarter. They do not respond to emails. I was backer number ***** (attached is the pledge)I did contact Kickstarter on this but they said once the pledge was collected I have to work with the company directly which I did. I have waited a long time because they kept saying they were refunding. I feel that I have them over a year to refund and they kept saying they refund they should do that in a timely manner. Especially since they have launched additional products since.Initial Complaint
10/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I supported this company's Kickstarter campaign by way of ordering one Fort and one strap. Similar to others' complaints, it took over a year to receive the Fort. One cover arrived damaged. I inquired about a replacement and was finally informed in April 2022 that they should be shipping soon. Almost six months and four emails later, it has not arrived and they have stopped responding to emails. The strap has never been received. I filed for a refund on the strap as the company was offering refunds, but have not received the refund or the strap. I would like a replacement cover and the offered refund for the strap that was never received.Initial Complaint
10/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased the pillow fort for my child as a reward to completing potty training. We received the package- the box was in perfect condition-I opened it, peaked inside, and put it downstairs out of my child's sight. When we opened the box a few weeks after it arrived, there were two separate plastic bag compartments. One had the vacuum sealed foam. I started opening that while my husband started opening the vinyl cover plastic bags. Immediately he noticed they were wet. When I started looking through them, they were all wet with black mildew throughout and the vinyl was all cracked. The outside/inside of box was not wet or soggy nor were the outside of the bags, only the inside of the covers compartment. I started taking photos as we opened them in their packaging and immediately sent them off to FORT. (company dba). They emailed me back and said-"Hi *******,Thank you for reaching out to FORT support!I am really sorry to hear about the issue you're facing. I'd be happy to help.We love to send the replacement covers, however, it'll take weeks (we don't have extra covers on hand right now) so we'll have it made. I have added you to our quality control list. We will send you a confirmation once they are available for us to be shipped.Thank you for your patience and understanding!---FORT Customer Experience ******************************************************"I reached back out many more times with no responses until I started a new inquiry on their contact page- received this on June 3rd. It was their last communication with me but I have continued to email.Hi *******,Thanks for your email.The KeySmart team has taken over our accessory fulfillment. We hope to have updates on shipping timelines for all accessories over the next few weeks while they get up to speed on everything.Were working on them in our ******* warehouse, we are hoping to start sending out 2 to 3 weeks from now.We will send a confirmation email once its shipped. Thank you for your understanding and patience."Initial Complaint
10/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Bought this product 10/2022 and paid 237 dollars. Received the product a few weeks later but is defective. Products magnets do not work and assembly is not possible. Contacted the company through multiple outlets and have not gotten a response.
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Customer Complaints Summary
87 total complaints in the last 3 years.
0 complaints closed in the last 12 months.