ComplaintsforStahls' Transfer Express

• Initial Complaint

  08/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 50 transfers each of two gang sheets on Friday, August 2, 2024. The policy states that they will “ship” the order two business days later provided the order is placed before noon on a business day. On Tuesday August 6 (2nd business day), transfer express “created a label” at 7:30pm. When tracking the package it said *** has not received this package as of yet. All day on August 7th. I spoke to Lew via email and on the phone and Pam on the phone two times trying to get information regarding the whereabouts of the package. Both of them lied to me. They said that *** must’ve “missed a scan”. This is completely untrue. The package updated at 9:01 pm tonight, still in Ohio and Lew lied and said they picked it up the morning of the 6th when I spoke to her on the phone. Even though the label wasn’t created until that evening. The package is now arriving Friday August 9 at 1:00 pm. My order event is on Friday at 10am. I have been printing for 14 years and have used Versatrans until this order just trying to give them an opportunity to earn my business. Had they been honest that it wasn’t going to even get scanned until today I would have expedited the shipping and not trusted their process. I asked them to change the order since it wasn’t scanned and they lied and said they didn’t have it. Knowing *** the way I do they would not sit on a package in the same city for two days. The level of audacity and insult to my intelligence is unacceptable and unbelievable. So BUYER BEWARE. They create a label and don’t have a package to stick it on!

  

  Business response

  08/09/2024

  We called out to ******* apologized for the issues and explained this is due to weather delays and that ground turnaround time is not guaranteed that 3 days would not be considered late typically. We did issue a 50% credit of the invoice back to her card for the inconvenience this caused. We explained how our turnaround times and shipping works for the future. Additionally she understands that our customer service was not providing false information that they were unable to see updates in tracking until *** provided them after her calls.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a Transfer Express customer for several months having several successful orders! This week I received a faulty order. All the prints in the order would not fully adhere to the garments. I called their customer service 2 times and received guidance on how to adjust my settings to fix the problem. I followed their recommendations and still was having the same problems. Now I had spent more time and money ruining garments with faulty prints. I filed a resolution, uploaded photos of my issue, and then called customer service a third time. I called to ask for a reprint, I was told to adjust settings again! I have tried prints from previous orders today and they worked fine. This told me my settings and system are fine, the prints are the issue. I requested a reprint with two day shipping so I could meet my deadlines and was told I would have to mail back the prints for testing. I don't have the time for this. I do not feel heard or cared about as a customer. I have enough experience with your product to recognize an issue, if you can't trust that then that is the definition of poor customer service. I have already spent thousands at your business and had this been resolved our purchases would have continued. Today you lost me and I hope many others don't make my same mistakes. At this point I would like a FULL REFUND of my order. I have already made arrangements to replace these garments and will not be happy unless I get my money back.

  

  Business response

  07/30/2024

  We have reached out and spoke to the customer on the issue she was having. We educated and walked her through properly applying the transfers to get them to apply correctly. Told her if she was unable to get them to work after trying our suggestions to let us know and she could send the order back for a full refund. She said she would reach back out to us and let us know. We have been playing phone tag to try to get to the bottom if they worked or not and have been unsuccessful at an additional follow up. We were informed the customer has done a charge back on the order. We will continue to try and follow up with the customer to provide a full refund to her.

   

  -Customer Service

  Customer response

  07/31/2024

  The business did exactly what they have said and the problem WAS user error. Once I was able to speak with a supervisor, I was able to fix my problems. I still have not been able to test out how the shirts wash/wear but with following their guidance I am optimistic. 
  

  I am willing to work on how to correct the payment issue. As stated, there is difficulty in reaching the supervisor again after our initial phone call.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer of this company since 2021 and have spent tens of thousands of dollars with them. On April 30th I reached out regarding a reorder of the Goof Proof Transfers, this was our 4th time ordering this specific design/product. While attempting to use the same transfer on the same products we have used for over a year previously, we found quality issues with this specific set of transfers. Nothing in our process had changed and yet the ink was failing to adhere completely. We reached out and were asked many questions and asked to provide many photos and spent over 45 minutes on the phone basically trying to prove to them that the transfers are faulty. At every turn, they kept asking us to change settings and in each instance, it made no difference. (all it did was cost us MORE TIME & MONEY in wasted garments) At this point, I have repeatedly asked for a replacement and made it very clear we are experienced with the product and more than qualified to say the product is defective. Instead of simply sending a replacement they were now asking us to ship the product and blanks to them to test the transfers at our own cost. Also when asked if they could send replacement transfers in the meantime so I can make sure to get the job completed in time, I was told no they would need me to purchase the new transfers and MAYBE they would refund me IF when they tested the transfers if they found them faulty. Never as a customer have I gone through so many hoops to be told basically you are wrong and we don't believe you. It is laughable how little it would cost them to just replace the product at this point. Also, how would I trust that they won't just deny there is anything wrong with transfers? I would then be risking the loss of the cost of the initial product, the ruined garments, and the return shipping and replacement costs. This customer service policy is abhorrent and needs to be changed immediately.

  

  Business response

  05/16/2024

  We have tried to reach customer via phone several times but was unsuccessful in doing so. We did replace the order for the customer at no charge reached out to her via our website and explained we did this for her and would like to test the product still to ensure she doesn't get the same issue again with the new order and so we could figure out what might be happening.

   

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered t shirt transfers from them. We had done business multiple times prior this occurrence. Our last product had issues where it would not transfer to the shirt after being pressed. We had not changed anything in the design or product we pressed. We contacted them explaining the issue, but we were met with them denying the issue, then they made us pay to return them so they could test them. We had to contact them multiple times for a response and were told there weren’t any issues. Also go try a higher heat and pressure setting. We received them back and tried the new settings they recommended. The product still did not work, again we had purchased many times prior to this with zero issues. All we wanted to was them to replace the product. Instead they charged us and have sent us to a collections agency, because we filed a dispute with the bank. This company refuses to admit a faulty product or replace it or offer any customer service to resolve the issue.

  

  Business response

  12/21/2023

  Good afternoon,

  We have tried to reach out to the customer and have been unsuccessful at doing so, we will try again later today to try and resolve this issue. The transfers for 2 orders were mailed into us and tested by our quality department, which were deemed to work as intended. Typically, when we test the transfers and find no defaults, we do not replace the order as we want to find out why the issue is occurring to make sure the customer doesn't have the same problem as before. We would like to make this right in trying to figure out the issue and replace the order for the customer as a goodwill gesture. 

  Sincerely, 

  Customer Service.

  Customer response

  12/21/2023

  [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

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12 garments were ruined by 12 faulty transfers. The business was not willing to refund me for the ruined garments. I’m looking for $5 per garment and the amount of the 12 transfers adding up to $162.36 refund.

  

  Business response

  01/18/2023

  Reached out to customer, she expressed her concerns to us, We empathize with her situation and strive to deliver the best customer experience. Typically, as a policy we do not refund for ruined garments. We did offer her a credit for them as a onetime goodwill.

  Customer response

  01/18/2023

  [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. 
  
  It is an unfortunate reality that it took me reaching out to the BBB in order for this company to do the right thing, but I accept the attempt, even if late. 
  
  Regards,
  
  ******** ******
  
  
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Defective transfers - "guarantee" is not upheld by the company. Transaction date: December 4, 2022. Order number: *********** Customer ID: *****. I received my order of UltraPRO transfers on Thursday for an apparel order due Friday. The order was for a local nonprofit event Friday night. I reached out Thursday via [email protected] after seeing missing adhesive on the transfers and using the test transfer to test. Sure enough, the two spots missing the adhesive on the back did not transfer to the shirt. I did not receive a response to my email until Monday morning and the response was to open a ticket on their website. The order was due Friday so I had to make a decision Friday. I decided to press the order so the nonprofit had some apparel - though not perfect - to sell at their fundraiser. I had read through all of the Transfer Express "guarantees" on their website and was confident they would make it right since I had reached out Thursday with photos before pressing any additional garments. Because of their neglect in responding, I was forced to make a decision for the best outcome for my customer. I submitted a ticket and they responded saying they could refund the order when it was returned in full. This is not fulfilling their written customer guarantee. Where is my offer of even a reprint? I called customer service to speak further and the woman on the line even said it "was visible" that there was no glue on that part of the transfer from the photos I submitted. She just called me back to let me know her supervisor said it was an application issue on my part and they would not refund. I explained the situation again and that it is a product issue on their end - I've used countless transfers - and she acknowledged that but said they would only refund the transfers I have left if I send them back. This large company has no care for small businesses. This company does not take any accountability. Every single transfer in this order was missing adhesive.

  

  Business response

  12/13/2022

  Spoke to customer, she was given misinformation about the refund when the call was reviewed. This was a Transfer Express error with the transfers. Put in full refund to customer. Did explain that before pressing all transfers when there is an issue it is best to wait so that we can get the issues resolved quicker.

  - Customer Service

  Customer response

  12/13/2022

  [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. They first refused to refund my order, then someone called and refunded half despite admitting their fault. Later this afternoon someone else called and refunded the other half. Thanks so much for your attention. I've reached out in every way I could think prior to filing this complaint, I'm glad this is finally taken care of. 
  
  Regards,
  ***** *****
  
  
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired Stahls to produce a custom made patch for me. I uploaded my design along with a payment of $27.50. This included having a proof sent to me. After some brief exchanges I was not happy with the way the art work was changed so I paid them an additional $25.00 to fix the art work. I received the revised art work in an e-mail on 11-09-2022 I saw that they fixed the lettering so I approved the art work. When I went to order my patches I was not able to change the color of the background material that they used. I e-mailed and chatted with customer service and they informed me it would be an additional $25 to $26 dollars to simply change the material they were being printed on. It was not disclosed that if I wanted to change colors I would have to pay an additional $25.00. It only stated that I needed to approve the design. In which I did. This is a very simple issue and they are trying to get another $25.00 out of me. It's just not right. I have attached a copy of the instructions I was sent. In no place does it say that I couldn't change material color once approved. Please review the REVISED Leather Patch proof for your Sumpter Hat logo. A physical sample of the patch has been placed in the mail (you should receive in a few days), we ask that you wait to receive before making any edit requests. You are able to approve and order it online OR reject it for changes if needed. Please note: Changes to the art may result in an additional edit charge. If ordering online, don't forget to purchase the FlexStyle Silicone Pad or 1/8" Foam Cover Pad if you don't already have one (needed for heat applied logos only)! Please contact the Custom Logos Team at ************ if you have any questions. Thanks!

  

  Business response

  11/10/2022

  Hello,

  It appears the customer ordered through our sister company Stahls ID. I have forwarded the information to their leadership team to reach out to the customer to resolve.

  -Transfer Express Customer Service

  Customer response

  11/10/2022

  [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 ********.  It is also note worthy that ****** ******** and ******** provided excellent customer service.  They were understanding to my frustrations and provided a working solution.  They also let me know their rational behind the company's policy which helped clarify the circumstances behind my frustrations. I appreciate Stahl's willingness to reach out to resolve our conflict once I elevated the situation to the BBB.

   

  
  Regards,
  
  ****** ******
  
  

  
  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an order for 25 3-color goofproof transfers on the Oct. 20th costing $286. I conducted a test print of them (following the instructions to a tee) on a black hoodie - I had intended on printing and shipping out 25 hoodies to customers the following day. After conducting the test, I realized that the red color represented in their online designer and on the transfer changed drastically after printing. It went from a bright red to a near brown, lost 20% of its saturation, and 26% of its brightness. Having been a screen printer in the past, this was obviously a case of either not laying down enough red ink to ensure its opacity, and/or not applying a white under-base to the print for printing on dark garments. This red color is fundamental to my brand and I cannot send these to my customers as they are not the quality they expect. There is no mention of the potential for drastic color change when printing on dark garments within their product guide or online designer. Customers should not have to guess whether their colors will change upon printing, nor should they have to explicitly note they would like a white underbase as it is standard for most screen printing jobs - certainly if you do not know the color of the apparel it is being applied to. I filed a resolution with the company explaining my issue and requested a refund so that I could purchase a different transfer they offer. The next morning I was contacted and offered free shipping on the order if I were to have it re-printed for another $286. I soon replied to the resolution voicing my concern about the drastic change in color and again requesting a refund.. there was no reply for the next 3 days. I called the company on Oct 24th. Still unwilling to refund me so I could place a new order, this multi-million dollar company with a mission statement "Growing your t-shirt business is our mission - we aren't successful until you are" has officially lost my business forever over a $286 order.

  

  Business response

  11/04/2022

  We tried to reach customer several times via phone and was unsuccessful. We were able to email customer and offer a full refund on the order as a goodwill. Explained that the red ink not being the same color is due to dye migration from the black shirt. Due to our process we don't automatically add a backing of white unless told to. When we do add the backing, this adds an additional cost as well as due to our process will be seen on the image and alters the look of the design. Customer did respond via email that he accepted the refund.

   

  - Customer Service

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered transfers from Stahls on 9/30/22. My package was to be delivered on 10/5. It was delivered on 10/5 but the package was mangled and the transfers were ruined. I called stahls and sent the rep images of the outer package and it’s contents. He said that he would replace the damaged transfers and overnight the package to me. I explained to him that I had a 10/7 deadline to meet and it was pushing it to receive the package on the deadline date. He said it was the best that he could do is make sure I received the package on the morning of the deadline date. Not only did I not receive the package on the deadline date which was a Friday, but I didn’t receive the package until Monday morning of the following week. Therefore, I lost $300 from the job I didn’t complete, $111.07 on transfers that I can’t use because they didn’t get to me on time, and I lost a client in the process. When I called Stahls on that Monday morning, I was told by manager ***** * that I could not receive my money back because it was a carrier problem and not theirs. I had this same problem when I order transfers from them on 9/15/22. They came to me ruined on that occasion. I called and the issue got resolved. I tried to explain to her that although the carrier was late with the delivery, it was their responsibility to make sure the transfers were packaged properly in the first place. They come in a cheap flimsy bag without any instructions on it to the carrier as to how the package should be handled, but they don’t want to take any responsibility for the problem that happened to me twice in less than 30 days. I’m out of a total of 411.07. I only asked them for for the 111.07 that I spent for the transfers that they packaged and sent to me that got ruined due to cheap packaging. They only want to give me minimal discount and shipping on my next order for my troubles. I’m sitting here out of a lot of money, lost a client and all they can say is “I’m sorry for your lost.”

  

  Business response

  10/13/2022

  Hello, 

  Looking into the issue we did find that the issue was with our sister company Stahls ID direct. We have forwarded the information the customer provided to the appropriate business to have them reach out to the customer.

   

  Thanks

  -Customer Service

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered transfers from ******** ******* on November 01, 2021 (Order #G10112-0473). The transfers were used in 2022 and they were not applying properly to the garments. I entered a resolution on April 19, 2022 via the website to show that I had been using the proper garments for the transfers application per their website. I even used the information sheet that comes in with the transfers because I don't have a ********* heat press. In my resolution, I outlined how I followed all of their information and advice regarding which transfers I should have purchased for the garments being used and how I had to adjust for temperature since I didn't have the ********* heat press. I was continuously grilled on the same questions that I had answered multiple times and had provided screenshots from their website to show that I was going by the information they provide. In the end, I was not refunded because I was past their 30 day policy. Unfortunately for me, customer service is not a concern at ******** ******* and I would not recommend their transfers or service to anyone. Images are uploaded regarding the issues and screenshots from their website. I have the full resolution conversation as well showing the runaround I had to go through and the repetitive questions I had to keep answering.

  

  Business response

  08/18/2022

  Spoke to Customer today and spoke at length about the order he was having issues with as well as the transfer over the years for Hotsplit. He expressed his concerns over quality control and that the tips and tricks offered for the transfer were the same every time he had an issue. Went over the transfer and what its best used for as well as the different transfers offered that may suit his needs. Typically we do not credit for an order over the 30 day policy, however we did refund the customer as a goodwill gesture and will have our quality department look over all orders for the next 6 months.

   

  -Customer Service

  Customer response

  09/01/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi *******
  
  Issue has been resolved.
  
  Thanks,
  ******

*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. ↩