These people are utterly unbelievable.
I ordered some T-shirts to be printed by them, after some difficulty, having been promised a quote by email which was not sent, having no reply to an email I sent, being sent a contract for the wrong number of shirts etc. I eventually managed to place an order, under the understanding that the shirts would be delivered within a week, stating that if this was not possible I did not wish to place an order. This was agreed to and I sent a confirmational email stating the agreed date of arrival on it.
They were not delivered, and no-one called to let me know that they would not be delivered and so I wasted a day waiting for the delivery man. When I phoned, the man I spoke to had no idea what I was talking about, but eventually promised they would be delivered the next day. They were not and I spent another day waiting in.
Again I phoned and was met with someone who had no idea what was happening and again he promised they would be delivered the next day. They weren't and I spent a third day waiting in. I phoned again, spoke to someone who had the nerve to moan at me that he wasn't well, and was informed that my boyfriend would have to drive to Braintree himself (a three hour round trip) on Friday and pick them up himself by hand.By this time they were 4 days late, having taken over half as long again as promised.
I wrote a letter to them which my boyfriend delivered to them by hand while picking up the shirts, which explained how dissatisfied I was and that I would be expecting a discount for my trouble.
I received no reply to my letter and to my astonishment, was sent an invoice which was not only for the full amount, but included a 10 delivery charge. I assumed this must be a mistake and so ignored it, but was sent another similar invoice. I then wrote a response explaining what had happened, enclosing a copy of my original letter and reiterating that I was expecting a reduction.
They sent me another invoice with the delivery charge removed and a slight reduction to cover my boyfriend's petrol costs with "Final Request" stamped across the top of it. I then received a phone call from them, demanding to know why I hadn't paid. I spoke to the managing director, Ken Sullivan, described the appalling service I had received and told him that I was expecting a reduction for the lateness of the delivery, for the inconvenience of having to collect them by hand, and to compensate for three whole days of my time waiting in when no-one even had the courtesy to call me and let me know that the shirts were not being delivered. He was dismissive and rather bullying in his manner, trying to confuse me with dates and numbers but eventually he promised to take a careful look at my case and let me know of his decision.
I then received a letter from him (although it was signed on his behalf by someone else) stating that although there had been "some problems with order" I was not due any reduction, and that if I did not pay then he would take "further action"
I replied, again explaining exactly what had happened, and stated that I was unwilling to pay the full amount as I had not received the service that had been agreed. He then sent me a further letter (again signed on his behalf). In this letter he attempted to sum up my case history, which he had apparently looked into in detail, but managed to get his information utterly wrong. He got the total cost, the time taken by them to produce the shirts and the date that my boyfriend picked up the shirts all wrong, despite the fact that I had stated all this information in every letter that I had sent him, and we had also discussed it in our telephone conversation.
He then went on to say that I must settle the account within three days of receiving the letter "to avoid me having to place this case before our debt collectors, who will charge you for their time and your debt will go up as outlined in our terms and conditions". This was interesting as I had never signed any contract with them and so had never agreed to any terms or conditions.
I sent a further letter, pointing out that he clearly had no idea what had happened, enclosing a cheque for the amount of money I thought reasonable for the level of service I had received, stating that if he wished to dispute it then I was happy to take the case to a small claims court, and further stating that if I had any further trouble from him then I would be filing a report on his business on a public forum such as this one.
His reply was brief and rude. He returned my check, again threatened me with debt collectors and also a County Court Judgement. He described my statement of intent of filing this report as "threats", and described it as slander.
I have since written back, defing the word slander for him, again sending him a cheque and again suggesting that if he has any objections then we should place the case in the hands of a small claims court.
As yet I have heard no reply, and so the saga continues.
I have copies of all correspondance.
Jennifer
London
United Kingdom
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