ComplaintsforVanime Customs

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction was 01/12/2022 for a pair of custom vans of $250. Business was told that these shoes were a gift and did not send me (the consumer) the pair directly like I wanted. Was told multiple times to send to my address that I have provided when the business asked for my (the customer) address. The shoes then were delivered to the person it was supposed to be gifted to and not to me. When I reached out to the business in question, and I quote "I was going to be sending shoes directly to who their intended to and that would only be going one way." The business acknowledge that they sent the pair to another person with out getting consent that it was okay for the package to be sent. I have included test messages as well as my receipt that I have paid for the shoes as well as the bossiness stating he sent them to another person.

  Business response

  03/14/2022

  A refund will be sent for a previous order placed that I no longer wish to complete due to miscommunication with ******.This order will not. Its been completed and delivered, I will only refund this order as well if its returned to me. The gifted party is a mutual friend of the both of us, Id rather not have the pair back cause he absolutely deserves it. If she or anyone else has any other questions feel free to reach me at ************.

  Customer response

  03/15/2022

  Complaint: 16885460
  
  I am rejecting this response because: The item in question was NOT delivered to where I stated MULTIPLE times to be sent to. I gave the business my address multiple times, but at the end what I got was ignored and a package that was sent to the incorrect address. The business did acknowledge that the package was sent to the incorrect address and processed to say sorry I am going to ship it once and that is it. I know I won't get the money back. The issue I have MOST with the business is that with someone being so big, he sure dismissed on what I wanted. I did not make a fuss about anything else with this item, but my wishes were disregarded I hope in the future he takes the time to actually listen to his customers since at the end of the day it is theirs. What the customer does with them should be up to them.
  
  Regards,
  
  *******************************

  Business response

  03/15/2022

  In summary to help understand the situation from my standpoint, my orders are not just packages to me. Its known well before the order is taken how much effort and time is invested into my hand designed custom Vans. Out of the 10 years of my craft my work has improved, the rate at which I produce them has reduced. Its well known publicly the wait time each one of my pieces carry. Whats being failed to mention is this order was only accepted due to being part of a friend group Im mutual with so of its members. From the beginning.. the price charged, the size, design, process, and communication were handled differently. I charge a $1000 dollar minimum, I have limited time frames to reach me, and I have the customers watch me work live at least once. This pair, my time, was purchased under the situation I moved freely. She was very much charged with a family discount to make this project even affordable to do cause I cared to work with her. Which I understand is completely on me, Mid process of this pair I had another order lost in the mail, out of caution for my work I posted on my Instagram stories (which she originally used to reach out about the project) to update I will only be sending one way. In my announcement I said if this is a issue I could offer a refund to any customer that wasnt comfortable with the new approach. A full 2+ weeks after that announcement, I shipped out this package to our friend directly out of safety to get this 120+ hour design to the person it was intended for. With as big as my name like ****** said, its very important to me the ones investing in me actually do receive the work. From Selinas response to me being happy the shoes arrived safely and just upset she didnt get a chance to deliver them herself. I apologized for any irritation and gave a response my intent was just to have the pair arrive safely. I didnt think this would be as big of a issue as it is. Had I known this, Id have refunded her and continued to give this pair to our friend as a gift from myself. Ive left a voice message, Ive contacted friends, and she still avoids direct communication with me.

  Regardless my resolve is simple for my other clients if this is not ok.. before the package leaves or the project has started I can refund. Ill make another public announcement and  I will continue to voice my packages go one way.

  Customer response

  03/15/2022

  Complaint: 16885460
  
  I am rejecting this response because: I dont think the business in question really understands the frustration and being disregarded of ones wishes, which was stated multiple times throughout the whole process of where the package was indeed entailed to go. Posting a story versus actually telling the customer to make sure that was the new process of the delivery of packages were going to be sent. If the business had told the customer that this was going to happen then I would have said yes or no but the business kept asking where it was going to go. So its very misleading and its very confusing and its very frustrating to information. The business is very vindictive when it comes to complaints and likes to post and have the business fans reach out to the complainant of the day and harass them. This is my mutual ground where I feel safe. I know I wont be getting a refund that I know I deserve  or at least an actual and true apology of saying hey I messed up I disregarded you I did what I wanted to not what was best but what I wanted. That is why I am so upset, theres nothing more to say at this point.  Whats done is done and no further communication will be done. My only advice is for the business in question that when making a post that you reach out to the customer to make sure that they fully understand that this is the new process and if they wish to proceed they can or if they dont wish to anymore then a refund will be granted. Also I suggest maybe emailing the customer and acknowledgment that they understand the terms and conditions of the pair and processes of how you work, And if anything is done on the fly wont be pointed against you.
  
  Regards,
  
  *******************************

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