Complaint Review: custombobbleheads.com - alpharetta Georgia

 The dolls were not made exactly to my specifications and the custombobbleheads.com/ alphareta GA evidence provided in the rebutal is selectievly cherry picked and paints an incomplete picture.

The work that they performed was not exactly as instructed. Case in point, a base shape differences that we let "slide". I accepted every step of the process but did not approve of them. Unfortunately, you only have a choice of an approve button to O.K..things.

As far as praising their work, it was only twice (not time and time again) to assure they did not intentionally get lazy and do even lower quality work. It was a pat on the back form of encouragement only. But we certainly were not satisfied every step of the process and became much less satisfied, even frustrated and angry as we proceeded along to try to meet our dead line.

They say they spent many hours hand sculpting the product because they kept failing to meet the standard and did not follow our instructions properly.

There "extensive" proffing system, called C-panel, limits you (hand cuffs you) by ( for instance) accepting a sculpted head or body that may look somewhat O.K. until paint goes on it and it is clear it does not resemble your desired subject. In our case my dad's head looked like Bob Barker then Mitt Romney depending on how they colored the hair. We originally skeptically "accepted" the sculpted head thinking the paint would improve it. Paint did not improve it....IT WAS WORSE. But can you then say go back and get it right-redo the head. ABSOLUTLY NOT!  You are stuck with a less than desired head. So the "extensive" proof system truely does not guarantee total customer satisfaction as claimed.

After multiple different corrections we did "accept" the dolls on 7/30/13 due to a deadline we had to meet for my dad's birthday. When they shipped it I clearly was not "happy" with it. Just tired of the Chineese sweat shop ordeal knowing they would fall short of the standard we needed- so lets end it!

They did not speak on the phone with me a dozen times .More like 6, maximum. Most calls were customer iniciated out of frustration of dealing with the Chineese.

Lastly, they did ship it Fed Ex who did not leave the package at our home the Friday it arrived. We had to sign a clearance note and wait a full week end to have the delivery on Monday. Unlike UPS who delivers promptly.This was the final icing on this horrible cake.

With all due respect, the two ladies I worked with at custonbobbleheads.com/Alpharetta GA were very nice and professional, but that did not make up for the dark side of this ordeal. Unfortunately, a gram of sugar can't make up for a whole rotten apple.

I am disgusted to know how much money was spent to get this poor representation of my dad. You don't get a money back guarantee and the "proof" process limits you. So you are stuck with something may look somewhat O.K. on the internet picture-but the real thing falls far short of the mark. All in all, I stand by the original post. You should make sure the bobblhead company you deal with does not farm out the work to China. REGARDLESS OF ANY FUTURE REBUTALS TO THESE STATEMENTS, THESE ARE THE FACTS. You have been warned. Don't be fooled as I was. BUYER BEWARE! Judging  from the other web post, the Cineese nightmare is routine in this industry.

Here are a few examples of the multiple correction statements we had to make during our 2 month ordeal on their C-panel proffing system. There are too many to list all of them here.

6/11/13 "The name on the base is misspelled, it is not Rayes. The name should be Reyes."

7/7/13 "shirt- there should be no ball player on the shirt, it should only be the words First Spanish (see attached photos). Remove the ball player and the star."

note: They were adding things to our doll we did not request!

7/11/13 "shirt- First Spanish is misspelled. You forgot to put the i in it. You had it spelled correctly before.

7/11/13  "socks- socks should be blue not green."

7/21/13 "Paint- there is still too much sloppy paint throughout the dolls. We have asked you repeatedly to clean up the paint lines. We should not have to continuosly point to every single spot or paint overlap. Go over both figures and clean up all the paint."

7/26/13 " This needs to be the last time we have to tell you to fix the paint and get the position of the balls right. We have a deadline to get these before August 17."

7/30/13  FINAL ACCEPTANCE MESSAGE

" We are "accepting" the bobbleheads but we are not completely happy with the paint job or ball position, we are just tired of dealing with this. We have asked you repeatedly to put the balls in the correct position, a simple thing which you have failed to do and I am sure we will find additional problems with the paint once we get them. In short, we are not happy or satisfied but we need to be done with this, so go ahead and ship them."

Note: The bats came seperate from the dolls and could be rotated but the Chineese never "got it"and repeatedly positioned them improperly in the proofs

This customer claims that the work was not performed to his specifications.  This is simply not true and we have extensive evidence of this. 

This is a custom hand-made product which we created to his exact specifications, and the work that we have performed is precisely as he instructed us.   He approved every step of the process, based on the photos he provided and the changes he requested, and he praised our work tiem and time again:

6/11/13:  "The head looks good except that the chin is a little narrow and the upper lip and nose needs a bit more space and fullness between them. The mouth shape is good. You are very talented, we appreciate your hard work. Thank you."

6/19/13: "Good job on the body. Thank You for your hard work. Rey Reyes"

We spent many hours hand-sculpting this product to his precise specifications, and based on the photos which he provided.   We offer a proofing service standard with every order, which allows the customer to review photos at every step of the process.

We offer an extensive proofing system and are happy to make changes anytime a customer requests them, until we have it just right.  In order to ensure customer satisfaction, we offer our customers the ability to have a “proofing” service which provides them with photo proofs of our design work at every stage, and we offer the unlimited ability to make changes until the design is completely acceptable to the customer.  This additional service is provided at no charge and is included in every order.  If the customer sees a problem with the nose, for example, they are free to make comments and to post additional photos, and our sculptor will make the adjustments and post new photos for customer review.

In this case, we made 15 different revisions to the clay and painted proof of the body, until he completely approved the final photos, and asked us to ship the product to him on 7/30/13.   We would not have shipped it to hmi until he was happy with it - so when he approved it, we did ship as he requested. We spoke on the phone with him at least a dozen times during the process to make sure we addressed all his concerns.  

As instructed, we shipped the product to him by Fedex priority, and he signed for it - and now he is filing this ripoff report.  We do not understand, as we completed all the work as he specified, approved, and requested.

Here are photos of the details of this order. CLICK HERE .

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