Complaintsfor2 Hearts Boutique

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Custom sign ordered & priced at $95. Paid in cash (left in drop box on driveway, they confirmed receipt). All correspondence was in writing through ******** Messenger as the seller was never available to meet in person. See attachment for our correspondence. 1. Seller agreed to white paint/white glitter ************** on the sign. Only the image has the glitter; seller first denied that glitter on the words was ever requested & when I showed her response to her she claimed she never got the message/that isn't what she was responding to.2. Wood is clearly visible through the paint all over the *********** claim they used 3 coats of paint.3. Seller agreed to 6ft x 10in. Sign received it 6ft x 9in and they never alerted me that the size requested was not possible.4. No proof was ever provided and I am unhappy with the layout of the sign.I contacted the seller requesting that they fix the above issues (except for the size) and they refused. Denied responsibility & stated that they think the sign is beautiful. Offered me 15% (equates to $14.25). Given their response/refusal to correct the job that was agreed to, I would like a refund of $50 so that I can find another local business to correct the job. I will accept cash or a bank check.

  Business response

  08/24/2022

  Thank you for the opportunity to defend my product and the process involved with creating it. I offer custom made wood signs. The wood is decorated with premium commercial grade vinyl adhesive made specifically for signs and awnings and makes it more than suitable for these types of wood signs and they are durable for indoor and outdoor use. 
  When I create these items, I welcome creative input and suggestions from the customer. The customer for this item was involved in the creative design process for this piece and I am confident in the fact that I produced a final product that matched all the specs provided by the customer.
  The entire order was handled through online communication. In the complaint, the customer stated that I was never able to meet in person. That is an exaggeration of the truth. During the initial starting period of this transaction, I was home bound due to covid and I explained that to the customer. At one point, the customer also stated that she was sick for a few days. Meeting face to face to discuss the order was never directly refused on my behalf. The online conversation between the customer & myself seemed to work fine, as we continued to go back & forth to share creative ideas for the project.
  In her complaint, the customer also stated that the seller agreed to white paint / white glitter. Again, this is not entirely correct. Yes, we did agree to the color white, but the use of paint was never mentioned. My process does not involve paint, as mentioned above, I use premium commercial grade adhesive vinyl to create all letters and designs that are placed on all my wood products. In her initial complaint to me about the sign, the customer admitted that she never inquired about how the words and picture would be created. She stated that she assumed it would be paint. Unfortunately, it seems that her assumption is what left her disappointed. If she had inquired about the process, I certainly would have told her that the letters and design are made with permanent adhesive vinyl. In her complaint to you, the customer also referred to the letters & design as stickers. Using that language to describe my process can be seen as deceiving. The word stickers often sounds cheap and may suggest that the sign is made from poor quality material. Again, my products are decorated with premium commercial grade vinyl adhesive made specifically for these types of wood signs and they are durable for indoor and outdoor use.
  In her complaint, the customer stated that I agreed to white lettering and agreed to have the picture of Long Island in white too. That is exactly how I created it. In her complaint, the customer also stated that I agreed to use glitter on both the text and the picture. That is incorrect. In the initial conversation between the customer and myself, the customer asked that I create a way to make the picture of Long Island stick out more than the surrounding text so that it would be the focal point of the piece. With that being said, the idea of adding glitter to the picture of Long Island only and not added to the words as well was discussed and agreed upon by the customer. That is why only the picture of Long Island has glitter on it. This topic can be found in the original conversation feed.
  In her complaint, the customer also claimed that I did not use the agreed upon paint color to paint the board. Attached to this response is a picture of the bottle of paint used for this project. The original conversation feed for this transaction shows that I did send a picture of the bottle to the customer so that she could confirm that it was the color she wanted. The original conversation will also show that the customer did in fact approve that specific color. 
  In her complaint, the customer stated that the wood is still visible all over the board. In her complaint she is also questioning the fact that I used 3 coats of paint on this project. The truth is that I did use 3 coats of paint. Attached is a picture of the finished product that the customer was given. The picture will show that the paint is evenly coated throughout the board. 
  In her complaint, the customer also claimed that I used plywood. This is a 100% false accusation. Attached to this response is the tag from Lowes that shows the exact type of wood used, as well as the size of the board. The tag shows that the board is made of pine and not plywood. Looking at the attached picture of the final product will clearly show that the wood is pine and NOT plywood. The use of the word plywood is misleading and attempts to cheapen the quality of the product.
  In her complaint, the customer also states that she requested a 6ft x 10 board be used for the sign. The attached tag from Lowes will show that the board is listed as a 6ft x 10-inch board. The customer claims that the board is only 9 inches in width and not 10 inches. After discussing that with my husband, he explained to me that lumber sizes are often misleading. The "nominal" cross-section dimensions of a piece of lumber, are always somewhat larger than the actual, or dressed, dimensions. The reason is that dressed lumber has been surfaced or planed smooth on four sides (called S4S). So, it is possible that the width of the board is a little less than 10 inches. However, this is something that I was not aware of. I went to Lowes and bought a board that was listed as 6ft x 10 inches. If I knew that the board was going to be slightly smaller than advertised, I certainly would have shared that with the customer. I did not intentionally use a smaller piece of wood. In fact, Lowes does not even sell wood sized at 6foot by 9 inches.
  In her complaint, the customer also stated that a proof was never offered. Again, this is an exaggeration of the truth. Although a proof of the exact final layout was never requested by the customer, the original conversation feed will show that I did confirm font style, color selection and placement of the words and picture with the customer prior to designing the final piece
  In her complaint, the customer stated that she contacted me to fix the issues she was claiming and that I refused to do so. This is incorrect. The initial message I received from the customer after picking up just stated that she was unhappy with the item and she provided a description of her concerns. In my response to her, I defended my work and assured her that everything was done according to her request and specifications. As a gesture of good faith, I did offer her a 15% refund to please her. I did not offer that discount as an admission of any guilt because again, I stand behind the quality that I provided with this piece.
  In closing, I create these items to bring joy to others. My intent is never to mislead or rip anybody off. I invited the customer to my home to pick up the item. I certainly would not invite a stranger to my home if my intent was to scam them in anyway. It is unfortunate that the customer is unsatisfied with the final product because I certainly put in a lot of time and energy into creating something that would be beyond anybodys satisfaction. I thank you again for allowing me to defend my product and process.
  
  

  Customer response

  08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The item was not created as was ordered and agreed to. The order is in writing, please see attached supporting documents.

  There is also damage to the sign because of how it was left outside for pickup, and the paint job is inadequate.

  Also, the seller did not provide any type of resolution in their response to this complaint.
  

   

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