Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/3/24 I recently took 4 t-shirts, 1 sweatshirt, and 1 hoodie to be customized with my business logo. I asked for all items to be customized with vinyl (because the ************ given were embroidery or vinyl) in the front left chest and the big logo on the back. After picking up my items on 1/12/24, I noticed all items had embroidery done in the front and only my t-shirts had vinyl in the back. The problem there was I didnt want embroidery to begin with and to make it worse the thread color and vinyl color were very noticeably different (I was still charged for the big logo on the back of my sweaters even thou they didnt put the logo). I took back the t-shirts and sweaters for correction. After picking up my items a second time on 1/25/24, I am told that my original t-shirts could not be fixed so they purchased new t-shirts to replace my original t-shirts because when they were working on removing the stitching my original t-shirts were beginning to tear. My original t-shirts were ruined beyond repair basically. Later that day when I had the chance to review my t-shirts and sweaters I am hit with an upsetting disappointing surprise. First, My logo was altered. The logo on the front is so huge and not straight, the logo on the back is also very big and not straight. After attempting to have *** make this right via email, I decided to call and asked to speak with the owner, *************************. ***** agreed to refund me for the poorly customization done and when I asked her to remove the vinyl from my sweaters without damaging them (I had to ask, they didnt offer) she also said they could, I then also asked to be reimbursed for my ruined t-shirts because the t-shirts they provided are a different brand that apparently runs big and is of rougher quality fabric, I dont like them, ***** then struggled to answer and said she had to call me back in 20 mins. ***** calls me back and says they can not fix my sweaters (I paid $25.29 for both sweaters) and would not reimburse me for my ruined t-shirts totaling $23.73, a grand total of $49.02 in the trash. I am out almost $50 because they ruined my items. This has been the worst experience possible. 1/30/24 Went to the *** shop to get a refund $90 for the poor work they did on my sweaters and t-shirts and also took back the t-shirts they bought to replace my original t-shirts and ***** still would not reimburse me for my ruined t-shirts but took back their t-shirts. ***** also refused once again to fix my sweaters. When I mentioned that had they called me before to let me know that they were going to alter my logo and I would have not agreed to it, she said I should have went for screen printing. I then told ***** the option to screen-print wasnt given to me and she told me I didnt ask the right questions. I trusted them with my items and they ruined practically $50 worth of merchandise that I can no longer use. ***** took back the t-shirts they bought to replace my t-shirts and still wouldnt reimburse me, Ive given this business chance after chance to make this right and they refuse.

  Business Response

  Date: 01/31/2024

  I am sorry to hear of the unhappiness of your experience at TNT. Upon looking back at this situation, we do have minimum numbers for screen printing/embroidery/vinyl lettering which is shown all in our shop, on our website and social media platforms- this is not hidden from any customer walking through our doors.
  
  
  Many times people come in under the minimum requirements for a service and request a certain style of embellishment. All of our services are shown in the shop for our customers to see. We work under the assumptions that our customers do know what they want and if they have questions about certain types of embellishments for their items we explain all of our options. We explained we could do a mix of embroidery for the left chest (because her logo has been set up prior for polos we previously did) and vinyl for the bigger back logo in which the customer did agree in shop to. That is what we did and as you can see the customer was not satisfied and we agreed to redo the shirts. The customer stated then she wanted to switch from embroidery to vinyl on the front of the shirts and also made some color changes. The only update we did without the customer's knowledge is to make the front logo a little bigger so that we could cover up any previous embroidery holes and make the words legible. Enhancing her logo just to make it bigger on the front because the letters were so small and we wanted to make it readable for the customer. When we came to a point where we couldn't salvage a few ******* t-shirts she brought in, we decided it was best to replace those items for her which we did without any additional charge to the customer. When the customer came in again and still didn't like the quality of the shirts she threatened this bad review. As at TNT we are a family and women owned business we do not take threats lightly and we decided it was in the best interest of TNT to fully refund her for the work that we had done. Which we did. As for the timeline she is suggesting with everything being done, during this if you closely follow us you already know that we had a tragic death happen within someone close to us and as that might not affect places like ******* or Amazon, it truly affects the turnaround time of a family business. If you have read this far I hope you can understand TNT's decision to just fully refund the customer. There was no reason to explain this tragic event to the customer at the time, but since this has now become public we only see it fair to offer both sides to a story as to why it might have taken a little longer to resolve the issue. 

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to close this case.
  

  There are false statements in the response the business made but at the end of the day, my intention isnt to go back and forth, Ive lost here, Im out $50. 
  
  When the customer came in again and still didnt like the quality of the shirts she threatened this bad review 
  
  Threatened is a strong word. I never made any threats on a bad review. And more importantly the statement above is implying that I, in person and at the *** shop, verbally threatened with a bad review which is not true at all. As with any experience and like anyone would do, I shared my experience.
  
  
  Regards,
  
  *********************