ComplaintsforPins Fast

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was in need of 400 professional lapel pins to arrive in less than 2 weeks. I searched online for a company that could make that happen and found Pins Fast. When my pins arrived, I was shocked at their poor quality. While the design looked nice, the actual pin is so lightweight and plastic. It looks more like a toy for a child than a professional pin. Their website says these pins have a metallic surface and refers to a thin metalic microsurface. I did not see any metal material on this pin and given how super lightweight it is, there is certainly no metal in the pin. I am definitely unable to use these pins. While everyone in our non-profit charitable organization is passing out metal pins, I would be embarrassed to give anyone these cheap plastic pins. I immediately contacted Pins Fast via email asking them if I can order 400 regular metal pins instead of the cheap plastic ones and asked if they would apply the $1,076 that I paid for the cheap plastic pins to the new order of metal pins. I also called them and left a message saying the same thing. A gentleman called me back and told me that all I had to do was respond to the confirmation email of the order "asking them to cancel the order and issue me a full refund". I did as he told me on 6/28/24. Since then I have not heard back from them despite 3 emails, 3 texts and multiple phone calls and I have not received my refund as promised. This company misleads its customers about the "quality" of these Rush Pins by saying there is metal in these pins. They are nothing but cheap plastic. I was charged $1,076 for 400 of them and they probably are worth about $200, if that. I offered to place another order for metal pins that they can apply my money to but they never responded. Had I read the other BBB complaints against Pins Fast prior to being mislead by their website and placing my order, I would have known this company has a rating of D and many people have filed complaints

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for pins for my daughters team and needed them rushed. I approved the proof and when the pins were received they were not what I approved. I could not wait for them to be remade so I took them to her event. Once we started handing them out many of the backs broke off which was embarrassing. I was planning on remaking some and giving them to her teammates which but once they started breaking I no longer wanted to do that. I was told by Robert to reply to my confirmation email about getting a full refund which I did and didn’t hear from him. After realizing he blocked my phone calls he answered when calling from another line and and kept cutting me off and claiming I was speaking over him. He stated that all i was doing was requesting a refund and that doesn’t mean he has to give it me and that I agreed to the terms. I told him that I did agree to product I didn’t approve as well as poorly made pins and he stated that he can’t talk down to my level to explain it anymore and to see what the judge says Robert then hung up on me again. Unfortunately after seeing other reviews there seems to be pattern which is unfortunate because my daughter and her teammates were the ones who were embarrassed by this whole situation.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a rush order for 600 pins. They sent me a design which included glitter. I ordered the pins then noticed that glitter was not going to be included with rush orders. Why send me a design with glitter. This merchant took my $****.00 and I requested to cancel the order in less than 24 hours. The merchant kept my money AND cancelled my order. He would not even give a credit for future order. I got NOTHING for almost $****.00

  Business response

  02/15/2024

  Please see our cancellation policy located in our terms and conditions. The cardholder agreed to our cancellation policy via clickwrap agreement, prior to checkout. Despite this agreement, the cardholder sent an email demanding a refund and cancelling the order (see attached email from cardholder). The cardholder was informed at checkout that rush orders cannot have accessories, such as glitter. (See attached screenshot of the online ordering process).

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered pins 12/4 received and they were terrible quality. The pin post wasn’t centered and it was applied with foam glue dots. I was told there was a metal overlay, there was not. Company has ignored me and my request for a refund and now a remake.

  Business response

  02/05/2024

  Regarding complaint #********:

  Please see our cancellation policy located in our terms and conditions. The cardholder agreed to our cancellation policy via clickwrap agreement, prior to checkout. Despite our agreement, the cardholder cancelled the order and demanded a refund. 

  Furthermore, the cardholder claims to be a competitor working in the custom promotional products industry.

  We agreed to replace the defective product, but the cardholder refused replacements on multiple occasions.

  
  

  See attached emails.

  
  

  Rob B******
  PinsFast.com
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 22 I began working with Pinsfast and Robert to create some Pins for a business event. It was confirmed that they could create the enamel pins with backing cards for the event. Robert had me complete 10 different payment transactions for the project which included the pins with the cards. It took me 2 days to upload and adjust the Pantone colors and artwork and complete the purchases. After I purchased all 10 sets I received an email stating that it was going to cost an additional $2000 to complete the order with the cards and that they would not be delivered on time. Robert began immediately asking me if I wanted to cancel the order, to which I declined. I said that I could not pay an additional 2k for the order that had already been placed a confirmed. I offered to get the cards made elsewhere and to just make the pins. He responded saying they had to be made together per our agreement. I repeatedly asked what the estimated delivery date was for the orders and he said he could not give me one. Not even an estimated date and repeatedly in several emails began offering to cancel the order and give me a full refund, to which I continued to decline because I wanted the products and just needed to know when to expect them to be delivered. Each time I requested information on the order, Robert responded back pushing me to cancel for a refund. Finally, extremely frustrated I agreed and said just cancel my order. The next email from Robert and Pinsfast said that they do not offer refunds, give credits, or discounts and that I had signed some sort of legal agreement. I was over the fact my order would not be there on time and just wanted to know an expected delivery date. Why would a company repeatedly offer to cancel the order for a full refund and then say you will not get a refund. This company is FRAUD! DO NOT ORDER FROM THEM!! I'm sorry I did not write this sooner and save the customers that posted here the past few months from the same situation.

  Business response

  10/25/2023

  Please see our cancellation policy located in our terms and conditions. The cardholder agreed to our cancellation policy via clickwrap agreement, prior to checkout. This agreement is the entire agreement between the PinsFast.com Network and our customers and supersedes any other communications via email or telephone with respect to this promotional products order.

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  This business hides some bogus agreement when you place an order and the owner tricked me into saying I wanted to cancel after repeatedly telling me I would get a full refund after telling me there was no timeline in which my order would be delivered not 2 weeks, 2 months, or 2 years. The guy couldn’t give me any sort of answer. If you look at the other complaints against this business you will see that they are not running a legitimate business. They scam other people constantly! 

  Regards,
  
  *** *

  Business response

  10/26/2023

  Pins Fast is capable of manufacturing rush pins in as little as 24 hours, but we do not offer rush orders for custom cards. The cardholder was made aware of this prior to purchase and we did not charge the cardholder for any custom cards. When I learned that the custom cards would be delayed due to a supply chain issue which is beyond our control, I repeatedly attempted to contact the customer (see attached). During this time I found another supplier for the custom cards, but the cost was much higher for the rush printing. Several days later, the cardholder answered my emails and refused to pay for the rush order. We resumed the standard manufacturing speed but I was worried that the cardholder would stiff us, so I asked if she was intending to cancel the order. She eventually admitted her true intentions to cancel the order in an email to me (previously attached). This violates our cancellation policy and is completely unacceptable. Now the card holder's intention is clearly to besmirch the reputation of our business by omitting the agreement, her delayed correspondence and her unwillingness to pay for a rush. Please stop.

  Customer response

  11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I was not made aware of the card issue prior to purchase it was after, and I agreed that was fine but asked what the estimated delivery date would be and Pins Fast could not give me one in addition to asking me to pay an additional $2,000 after agreeing and purchasing all 10 pin designs. They could not give me any shipping timeline and repeatedly asked me to cancel my order for a “full refund”. It was trickery. Just look at all of the other orders that also never received their orders. This business needs to get shut down before other people get robbed!! 

  Regards,
  
  *** *

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered pins from this company on 7/18/23. I ordered the proof design that I approved with soft enamel. It doesn't say anything about not being able to the way it's shown in proof until AFTER you pay. Once ordered was paid for I got a confirmation statement saying they'll be printed on the thin metal, and if the method is not acceptable to respond to the email so I did on 7/18. Nothing. I emailed again on 7/19 asking how I can adjust the quantity. Nothing. Emailed again for an update on 7/20. Nothing. Called their number on 7/26. Nothing. Requested a call back in their system on 7/26. Nothing. Emailed on 9/5, and I finally get a response. No apology, no acknowledgement of the lack of communication. Nothing. The pins looked terrible, they were not what I approved and we didn't have enough.

  Business response

  10/25/2023

  Please see our cancellation policy located in our terms and conditions. The cardholder agreed to our cancellation policy via clickwrap agreement, prior to checkout. Despite this agreement, the cardholder sent an email demanding a refund and cancelling the order. See the customers own documentation.

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The business page states after you place the order that if changes are needed or if the method of print is not acceptable to contact them via email. I did, multiple times. I also text and left message. He is stating that their policy is no refunds, so essentially they can keep people's money no matter what? Even though it clearly also states that if something is unacceptable to contact them via email! So no refund and you don't have to correct anything either?!  He has done nothing to resolve this, and merely hides behind that shady policy of a poor business practice. It's disappointing and disgusting. I wish I would have read previous reviews with the BBB before purchasing these for our team. We did not get what we ordered, we did not get any response to correct or make anything right, the owner clearly does not care about his customers. 
  
  Regards,
  
  **** ******

  Business response

  10/26/2023

  We care about our customers. That is why we require every cardholder to agree to our terms before purchase. According to our written clickwrap agreement which is required before purchase: "...any funds received will be issued to your account or applied to future purchases." You only need to abide by the agreement you made with us and request those funds be applied towards a new purchase.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday, June 3, I placed an order online with www.pinsfast.com for $537.70 with a rush delivery date of 6/15/2023. I placed an order for soft enamel pins. Once I placed the order, I received an email stating that the pins would be made of acrylic plastic with a thin metal surface in order to meet the deadline of 6/15/23 and if this method wouldn't work for us to please respond to the email. I responded to the email stating it was not satisfactory to me but never got a response. I also called the number given on Monday (the next business day) and let him know I didn't want this material and would like a refund. He told me to respond again to the email requesting a refund. I still haven't received a refund or a response to any of my emails or voicemails.

  Business response

  10/25/2023

  Please see our cancellation policy located in our terms and conditions. The cardholder agreed to our cancellation policy via clickwrap agreement, prior to checkout. Furthermore, the cardholder agreed to the acrylic material before checkout (see attached screenshot). Due to the custom nature of the products we manufacture, all sales are final. Once an order has been placed, it may not be canceled for any reason. PinsFast.com does not issue refunds, give credits or offer discounts.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I wish I would have researched this “business” more before ordering. As others have stated, they are hiding behind terms and conditions to scam customers. I placed an order that I believed did not need to be rushed based off of the initial 7-10 days listed that once receiving the confirmation changed to 7-10 business days. Accepting that I requested that my order be modified to a rush order and was told by Robert that all he needed was an email from the card holder approving the additional rush charge. Which I replied with specific details approving in order to receive my order by the specified date. I reached out a few days later to confirm and received a response from Robert contradictory to his initial response that I had not properly fixed my order and needed to do it differently. Since it was a weekend and I was on a short time frame, I placed a secondary order to save time feeling assured by the companies strong customer satisfaction statements that I would be able to speak with Robert the next business day and resolve the miscommunication. Unfortunately instead I was verbally discriminated and assaulted by Robert and told that “he knew my demographic” ??? He advised me to send and email canceling the order that I no longer needed and promised to issue a refund, which I immediately did after our phone call. I waited 5 days until my secretary rush order was promised and unfortunately to my suspensions, nothing arrived. I tried to contact Robert again by phone and email and determined that he had blocked my contact one only being able to reach him from a different line. He confirmed canceling both of my orders but has yet to issue any refunds. When we told him how disappointed our son and his baseball team would be he stated that he didn’t care, that he doesn’t work with children. Feelings aside, this business is a complete scam and should no longer be able to do business…since the business seems to be solely scamming customers.

  Customer response

  10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  First, a refund was NOT issued, I had to dispute all changes through my credit card company which this company tried to also dispute back.  Luckily the credit card provider also sided with the evidence that I provided.  
  

  Second, I never refused to pay any rush charges.  After placing my order online I was reached out to via email asking when I would need the order, once I provided that information I was told that I would need to rush the order which I was more than happy to do and asked what needed to be done.  Per the instructions of the business, all I needed to do was “respond with permission to add the rush charge to my order” which I responded and agreed to within minutes.  After a few days I reached back out to confirm and was given a different set of instructions and was told the order had not moved forward.  I proceeded to make efforts to contact the business by phone for clarity and was met with aggression and was hung up on.  When I later tried to call I received voice prompts that the number was out of service, at which time I tried to call from a different number which was successful and I determined that the business had blocked my calls.

   

  the claims of discrimination were against myself when you claimed to “know my demographic” during our aggressive phone call.  If you do not recall your statements that is for you to live with.  I no longer wish to argue this episode months later.  Unfortunately instead of having a happy experience, our team of young boys will always remember that they did not have pins to exchange at this occasion.  I was luckily able to collect plenty of other references for future orders during that occasion.  My goal here is to make sure that doesn’t happen again to another group.  Do right by people and your customers, absolutely protect yourself as a business, however do not use ridiculous terms and agreements to scam people. 
  

  
  Regards,
  
  **** *

  Business response

  10/27/2023

  Pins Fast terms and conditions are the industry-standard terms for custom promotional products which several companies rely upon. The cardholder agreed to our terms prior to purchase.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered on June 20 2022 was promised by Robbert that i will have my order in hand by the end of july now they haven’t even started on my order then i gave them until August 13 I was told its going to take many more weeks before i might see them also others are having the same problem with this company they keep saying what we so called agreeed on but they also say they can get on the time (when you need them ) as they can’t get them on time they will not refund my money as i was told and on there site it says they can have them on time if i don’t get them when i need them i have wasted my money and don’t need them I want a full refund as they can not produce what they say Thanks **** * 

  Business response

  07/26/2022

  The customer clicked "NOT A RUSH" when placing an order for 100 die-struck soft enamel pins online on June 20th, 2022. I made it very clear to the customer that we couldn't guarantee a deadline for Non-Rush pins through both verbal communication and written agreement. The customer then violated our terms and conditions by demanding a refund after the production started and made verbal threats to our employees via phone and email. We therefore blocked communication with the customer in order to protect our employees and prevent further disruption to our small business. According to our agreement, the customer's funds are placed in an account for future purchases and the customer can communicate with us for those future purchases through a third party.

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  **** *******

  I didn’t make any threats to anyone also i did not violate any terms Robbert just to me don’t talk over me and he cancelled my order all i want is my order he has no right to take my money and cancelled my order in the reviews i have seen this has happen many times before 

  He told me by the end of july my order will shipped  i just want what i paid for when will i get it 

  Business response

  07/27/2022

  The customer is asking for a refund despite the customers written agreement with us that says: "PinsFast.com does not issue refunds, give credits or offer discounts." In honor of our written agreement, we shall not issue a refund.

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  **** *******

  As Robert violated our agreement in completing my order 

  All i want is what i ordered as he stole my money and will not send me my order 

  Please all i want is my order i need it by September 12 will you complete my order ? Also there was never no one else involved but Robwrt and I 

*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. ↩