ComplaintsforKMack Designs

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with KMACK Designs on 8/17/23. It was for a digital design. The price was $60. Not sure about the price after taxes. I requested the digital design to be emailed to me on 09/15/2023. When I didnt receive it on the 15th. I emailed her. I explained I could find my tracking number. As well as not receiving my order. I received a response from *******. I was asked for proof of the order. As well as where I order the design from. She asked it was Esty. I sent her the proof of purchase. And I told her it was from her website. She informed me that the tracking was sent to a different email. She also stated that her policy says I could receive my digital design 1-3days before or after the requested date. She then explained my design was third on her list and I should have over the weekend or on Monday September 18th,2023. After that her website was down until today 9/21/23. I also emailed her for an update and I have yet to receive anything.

  Customer response

  10/17/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding KMack Designs has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kmack designs did receive her products back since 3 products arrived late and was not used. I have proof merchant was giving me a refund for items received late and returned back to her that was never used. I only used 1 item that was receive on time which was part of a package deal for $430.00 that was used. I paid 796 for 4 items. I am willing to pay half of the package for the item that was used and receive so $215. Yes. i did dispute with my bank and didnt win One was received in time for me to use the other three arrive late after the party date that could no longer be used. I sent them back and I have receipts that I sent them back and that she would issue me a refund that was never done.

  Business response

  06/20/2023

  Hello! Hope all is well. Unfortunately, due to weather ***** didnt deliver 1 package to the customer in time for her event. I told this customer she will be refunded for these items once the items were returned unused and inspected, as we sell custom products that are personalized to the customer, which we have no use for after. However, the customer took it upon herself to dispute the ENTIRE amount with her bank. After receiving the dispute, I reached out to the customer and asked her to pay to the items she received because she disputed the entire thing. However, she told me she wasnt paying anything since her bank refunded her and she felt as if the company was scamming her. I requested the amount for the products that was owed and she refused to pay and blocked us. I sent all the information to her bank and HER bank sided with me as she was not entitled to a full refund for items she used for her daughters birthday. Once she lost the dispute, she contacted me and called me a b*tch and said many negative things and curse words. I gave the customer the chance to cancel the dispute and to pay for the items she used, but she wanted the full amount back. The dispute took 90 days and consisted of having to gather photos from the customers ******** of her using the product and taking photos. As well as tagging the company. 
  
  this customer took manners info her own hand and wen to the bank and told them nothing was received, which of course was not the truth. ***** tracking was also shared with them for the delayed package, as well as the package she used. I was in communication with the customer and tried to rectify the solution. However, she disputed the entire transaction leaving my small business to pay for her childs party products. And refused for be to pay the amount that was now owed and taken temporarily from the bank. She declined and said the bank already refunded her. 
  
  Unfortunately, due to the situation that we tried to rectify several times before the dispute response, the customer declined. Therefore, there is nothing left to fix regarding this issue. I have provided all information below from customer and bank dispute, as well as ***** tracking. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  After receiving complaint ******* has spent hours sending nasty and threatening messages to me. It is now 2am and she will not stop sending multiple argumentative messages and emails. As stated in previous complaint several attempts to attain order status previous to today was ignored. She responded 1x after reaching out via instagram. After filing i have received all sorts of policies, dates confirmations and new information regarding service *** order process. I have exhausted all options of resolution with this vendor. She has stated package sent was not fake. I cannot advise what was sent as package was rejected. Vendor is aware that package has been returned. ******* has made it very clear she makes all decisions and no authority will be above hers. She advised bank nor BBB will be able to provide resolution. She demands my experience be revised. I feel duress to make statements and take action that she finds favorable.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 6, 2022 a cash app payment of $575 was sent to this graphic designer for some custom graphic party props. The party was scheduled for October 30, 2022 & the items paid for were never delivered. I was instructed to screen shot my payment and email the information so that we can move forward with the refund. I have reached out to the owner *************************** via email, social medias and even cashapp with a refund request multiple times after promised a refund, but still have not received my funds back. She has blocked all communication with me and Im unable to resolve this matter.

  Business response

  01/27/2023

  Customer has been a customer of mine for 3 years, with over 20 successful orders. It would have been awesome to receive a positive review for those successful orders - not just during one order there was a problem for. As a small business, I had a health emergency, which customer was informed, as well as all followers and customers. Client opted to receiving a credit due to not being able to fulfill her rush order - which she accepted with no issue. However, once she requested a date of less than 2 weeks (standard turnaround time due to print production), she insisted on receiving a refund instead. As I let her know this is no longer an option, as the credit was already applied - she then went to social media and had other individuals contacting writing me very mean and harassing statements. The customer is still, AFTER this negative review, requesting to use the credit on file.

   

  Please keep in mind - this customer has had several successful orders with me for years. My business is posted all throughout her page, yet she has never went to the extent to tell BBB or any review company of the positive times she has had an order with me. 

   

  At this time, there will not be any refund applied. This customer will use her credit before expiration. Thank you

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order back I November 30,2021. Kmack designs was paid in full and informed pictures will be avalible at a later date, which she was ok with. Kmack agreed edit writer to submit photos first week of May. Writer sent Kmack an emai asking how many pictures should I send, no response so writer sent pictures anyway.. this was the 4th of May. Kmack responded back to message on the 10th. Saying everthing thing was good and she could not wait to do the order. Also at that time writer added additional i teams which Kmack approved. Writer sent payment in full the same day.. fast forward to May 18 I sent a message she never responded, sent a message again on the 19th she finally responded, she even called me to clarify the order.. so I was feeling happy.. that day she sent some items, but I still didnt have them all.. the glowing day the 20th which was the day before my party I sent a messsge if she would send the remaining items. No respond. Writer sent message requesting refund on i teams which was not received on the 24th. Kmack responded on 27th saying when she get back to office she will issue a refund which she did not do. Writer has sent Kmac a text and email every week as well as msg on Instagram still no response and its been 2 months.Message which was sent regarding refund a credit would not due I would rather a refund thanks. What I received 10x10 backdrop 10x10 floor vinyl 8x10 backdrop 8x10 backdrop 4x8 backdrop 4x8 backdrop.What I did not receive 2 wall wraps 3 pedestal wraps Menu I purchase 2-5 digital 2- wall wraps Menu.

  Business response

  07/25/2022

  Hello! Unfortunately, this customer will not receive any cash refund. This customer will receive a credit which is out policyZ this customer received everything she was supposed to receive. She place an order in November and didnt send her files needed for design until a week before her event. KMack Designs reached out on November 30 and made it very clear that she must provide her files at least 4 weeks before her event date in order to receive her files on time. Instead the customer provided the files, pictures, sizing, etc  only 7 days before her event date. This means she would need them within only 4-5 days to get them to print as they were digital files. The proof below will provide the very clear communication that was agreed upon to fulfill this order on time. The customer will NOT be receiving a cash refund - but instead can use the credit provided to her. As all custom digital work is NON REFUNDABLE! 
  

  We understand the customer would like a refund because she was inconvenienced due to her negligence, however a refund for work created and sent will not be provided. Unfortunately, due to her delay she was not able to print these files on time. That is not the fault of KMack Designs. Customer received her photos from her photographer late, she received her sizing for her items late and then wanted me to turn them around in a week - when KMack Designs specifically told this customer that she needed to provide the information 4 weeks beforehand or she would lose the 50% discount (Black Friday sale) and will need to include a rush fee. Again, she instead provided the information in full on May 12, and wanted a turn around of less than a week. This is not close to what we allow, not what was discussed and agreed upon in November, almost 6 months prior! 
  

  unfortuantly, the order will stay as is. We hope ************** had a blessed birthday and graduation, as the photos of her event with our beautiful graphics were a huge focal point! 

  have a blessed day. 

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This lady is a Liar.. so funny she have time to respond to this but not on respond to an email or a txt in 2 months. This give broke, this give did is living pay check to pay check, this give sis pay check is on E, this gives sis need another job. This why woul I want a credit from you. Last I did not receive everthing 

   Kmack stated pictures was sent a week for event, but I sent pictures on the 4th.. we discussed first week in *** is the 4th not the first week in ***? 

  I sent on the 4 is that a week before my event? I can add **** 17 so she got the picture 2.5 weeks p 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 3rd, 2022 I sent an email to KMack Designs inquiring about availability to design a digital floor decal needed by the weekend. I received an email back confirming the availability to create the design and also a link to purchase the 2 business day turn around rush fee. This conversation took place at 9:06 pm and my order was submitted via the website at 9:15 pm and payment was sent via cash app at 9:16 pm as directed on the website. After sending payment I sent an email to ******* (KMack Designs) to inform her and she responded that she will get working on my order. On May 5th I emailed inquiring if at all possible to receive the digital file by 9am to make the 10 am printing deadline, I also offered to pay an additional fee to receive the order before the 2 business day commitment (Friday, May 6th). My email went unanswered. On May 6th which is two business days after purchase I emailed ******* again to inquire if the file would be ready as I would like to use it in a different way since I would not be able to print the design due to missing the 10 am deadline the day prior. ******* stated "I feel bad that you aren't able to print - so if unable to have printed - please let me know and I will provide you a credit for a digital file for different events. I never know your printers flexibility or deadline when printing, especially when accepting a rush. So if you are unable to print - i would never want that to be the case. And wouldn't want you to miss out on your payment and design!"After not receiving the file, I emailed ******* multiple times informing her I didn't receive the file, she did not answer the original email, so I emailed again and she stated she sent the files via WeTransfer.com. No file was received via wetransfer. I emailed ******* about not receiving the file, all emails went unanswered. I texted the business phone, inboxed KMack designs on instagram and have not received a response from KMack designs, nor a credit.

*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. ↩