Embroid This Poor Customer Service, Did Not Do Job Requested, Refused to Replace Damaged Item, Argumentative and Antagonisitic Manager Ace Foster Roscoe, Illinois
Embroid This was contacted to embroider an ID number on a work jacket. While in the store trying to explan to the manager, Ace what was desired on the jacket he was on the phone and clearly not paying attention.
When the jacket was done, it was screen printed, not embroidered like ordered, and Ace told us there was 'nothing I can do'. Over the telephone Ace stated he would pay the cost to replace the jacket, but when we went to collect, Ace stated "I am rescinding that" and stated we would have to take him to small claims court to recoup the damages.
This busness is very unprofessional, and Ace had a very antagonistic tone from the initial order placement. I do not recommend this business to anyone seeking quality work or good customer service.
1 Updates & Rebuttals
Embroid This Inc.
Roscoe,Illinois,
USA
Embroid This Inc. Rebuttal
#2REBUTTAL Owner of company
Sun, October 18, 2009
Brian,
You have filed reports with Ripoffreport.com, the Roscoe Chamber of Commerce, and the Better Business bureau. Its obvious your upset and rightly so. The Job shirt clearly didn't get the numbers put on the way you wanted them.
What you don't mention in any of the reports you filed is that you did not come in to the store and order the work done. Did you? In fact you were at work. It was your girlfriend you sent in to place the order for the work on the jacket wasn't it?
When she ordered the numbers on the jacket she wasn't sure what size, what color or what type of font. But you wouldn't know that because you weren't there.
I have two employees however who were there, and yes they were doing there individual tasks but its a small, very busy store and everyone hears everything.
She did not ask that the job shirt be embroidered, she just set it up and said I want numbers on here.
I got out a ruler for her to decide how big she would like them, when I asked about the style of font she wasn't sure, I suggested a collegiate block font and she said that would be fine.
So your allegation about me being on the phone and not providing service, Well you weren't there were you. I would not have been able to do all those things had I not been giving her some attention... and yes when she came in a customer had called on the phone... and we always answer our phone before the 3rd ring (We conciser this part of our customer service). In fact when you called, I believe I answered on the 1st ring.
As to the getting the numbers put on in vinyl instead of embroidery, well she placed the jacket zipper side down on the counter only showing where she wanted the numbers and there was already a "Screen Printed" graphic on the back. Here is where the miss communication occurred in all of this if you want to know. I have never had anyone ask me to put embroidery on a garment that already had a cheep screen print on it. So I didn't ask if she wanted something other than vinyl and she never asked for embroidery.
When she came back to pick it up, (I had it done in less than an hour, customer service attempt) she stated that it was all wrong and the entire jacket was ruined and (irreplaceable). Her comment was "well the sign said Embroid This so I thought..."
Now, I did offer to fix it, I shared with her there are chemicals that can remove the vinyl, I have never had to use them on that exact material so I could not promise her it would work 100% or it wouldn't damage the shirt in some way if we tried. (Again I was being honest with her). She decided she would wait for you to get off work the next morning.
Now here is where you come into the picture Brian. You called on the phone and demanded $46.00 to replace the previously "irreplaceable" Job shirt. Now when you called I was about 5 deep at the counter and I did say yea come on in. I may have implied that you could come on in and get your $46.00. Basically at that moment I just wanted to get off the phone and take care of it in the morning so I could go back to providing customer service to those in the store.
That night I played the whole thing over in my head and that's when I realized the irreplaceable item suddenly had a price tag on it. (someone was lying) So when you came in next morning... no I wasn't just going to give you $46.00 cash with out a receipt or any documentation of the items cost.
What I did do, and am still willing to do, is again offer to fix the shirt. But you said something to the effect that there was no way in hell you would let me touch the shirt again. To which I commented if it is truly ruined like you claim than why not try. To which you just demanded the money. I said why would I pay $46.00 retail for a shirt I buy wholesale anyway... then you went off on city contracts and you wanted to see my account records and prove to you that my products were made in the USA.
By the way, they are.
And you stated "I don't like you or your attitude"
My last statement was get out and get a lawyer then.
And that Sir is when the conversation ended,
Brian we offer to do work on customers items they bring in, even though not many in our industry do because of situations like this. I have had since day one, when we opened, the Same "LIMITS of Liability" Posted on the counter as recommended by the NNEP-National Network of Embroidery Professionals. Stating; if its your item and it gets damaged by a machine or human error its your item and we are very sorry. We do not replace customers clothing you bring in. I have worked on 100 year old quilts that great grandma who ever started and people are willing to take the risk because of our reputation as professional embroiderers.
Your request for $46.00 is denied.
This is the same offer you are going to receive from me on all the complaints you file including; Ripoffreport.com, Roscoe Chamber of commerce, and the Better Business Bureau.