ComplaintsforFlagology
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/21/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I made a purchase on approximately 3/11/22 of two flags that were clearly preprinted (not custom) for a total of $94.97. When they arrived, I found they were not the size I needed. I never used them. I emailed the company on 3/20/22 to ask how to return them for a refund. I was informed they do not accept returns and do not provide refunds as their designs are custom. The items I ordered were NOT custom. They are designs they sell, I did not personalize them. They should allow me to return the flags and return my money. This is a terrible and borderline fraudulent policy. Please investigate this company. Thank you.Customer response
03/21/2022
I do not have an address for Flagology, only the return address from where they sent my order from a company called Fly My Photo (which I provided in the original BBB form). Their website is flagology.com. The email address from the correspondence with them is ****************************** I hope this helps.Business response
03/31/2022
We have received your mailed letter regarding BBB Complaint ID #********. Fly My Photo, commonly referred to as Flagology.com, is a print on demand company. All our products are custom printed for an actively placed order, regardless of whether they are personalized or not. As a small company, we do not carry on-hand inventory for any of our products, including our non-personalized items. Our returns policy posted on our web site is intended to represent that we custom print any order, we do not carry stock, and we do not resell returned products.
The customer reached out to our customer service department on March 20th asking for instructions on returning two House Flags she ordered from us on March 10th and she received on March 17th. One of our **************** agents replied with our ******************** Return policy:
Thank you for your inquiry.
We work hard to let you know what to expect from your item so youre delighted when you get it. We offer detailed product images and descriptions, as well as the ability to preview most items.
Items you receive that are free from defects and made as ordered and as described on our website are not returnable as all products are print by order. Of course, if an error is ours, well replace the item at no charge to you.
If youve made a mistake and need to re-order, well be happy to offer you a generous 50% discount to do so.
Unauthorized returns will not be accepted. Shipping charges are non-refundable and we do not reimburse return shipping costs. All returns and replacements must be made within 30 days of receipt.While this is our return policy, we also understand that mistakes will happen and that there are always going to be exceptions to a general policy. We strive to train and empower our **************** agents to understand when exceptions to policy are best and the most appropriate response. After reviewing this customer experience, we see that our CS team did not adequately apply an exception to our policy, based on this specific situation.
We have since refunded the customers original order in full. We have also re-iterated how to identify and respond to return exceptions with our small team of customer service agents.
We do apologize for this unfortunate experience. We have informed the customer of the refund and that we do not require the items back, as again, we do not stock or resell returns.Thank you for bringing this situation to our attention so that we could appropriately address.
Fly My Photo
117 **************
***********, ** 28117
Customer response
03/31/2022
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.
Sincerely,
*******************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.