ComplaintsforFanSignsTime

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order for a led sign on 12/05/2021 at 12:53 PM. I realized I had made an error on the sign and sent an email at 7:04PM on 12/05/2021 asking to make a change to the order. The site specifically says DO NOT send more than 1 email or they will put your request at the end of the list. It also states it may take up to 5 days to make a response to you. I then received an email yesterday 12/07/2021 at 6:07PM stating my item had been shipped. I then sent another email 12/07/2021 at 6:20PM asking why had it been shipped before checking with me about the change. They respond by email back to me at 6:26 PM stating they had ask for the change information and I did not respond. Then they stated that I had read the email at 5pm on 12/07/2021. So even though I did not get the email to make the change they only gave me from 5:00 PM until 6:07PM before shipping the product. Why would you not give sufficient time for me to respond but I did not receive the email to respond at all. The now state that they will not take a return or exchange or money back. Their website states you have 24 hours to cancel or make a change. They did not respond to my first email to even give me the chance until after the 24 hours were up. I do have all corresponding emails.

  Business response

  09/04/2022

  Customer asked to change their order after it was already processed for shipping. We held the order awaiting the change to the design/color. Customer refused to provide information on what needed to be changed. After going back and forth several times and still not receiving information on what needed to be changed we decided to cancel and refund the order and accept the loss of $75 for the shipping we had already paid on the order. We did this because the customer stated they would refuse the order.******** was refunded on Dec 13, ************ PM Mountain time. We informed the customer as such and they stated they would mark the case as resolved once the refund was received. We contacted the customer on January 4th, they read our message but never closed this complaint. To this date we still do not know what needed to be changed with the order as the customer refused to tell us, which is the whole reason this situation started. Because of this, we feel that the BBB complaint is invalid, the order was delayed due to the customer's request and refusal to provide information necessary for us to update the order.

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