• Report: #945122

Complaint Review: Family Roots – Military Achievements | Ripoff Report Verified™ …businesses you can trust. Family Roots works with U.S. military personnel & families for over 20 years in Germany, Italy, Bosnia, Kosova, Kuwait, Japan, Korea, Hawaii, Iraq, Afghanistan, featuring U.S. Family Roots founded in 1990, … "family" of over 40 staff across headquarters in Kentucky, Dublin Ireland.

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  • Submitted: Sat, September 22, 2012
  • Updated: Wed, October 08, 2014

  • Reported By: Steve — Columbus Georgia United States of America
Military Achievements
PO Box 35307 Louisville, KY 40232 Columbus, Georgia United States of America

Family Roots REVIEW: Customer Satisfaction Commitment: Family Roots Inc fully committed to customer satisfaction. Family Roots implemented strategic changes ensuring customers 100% satisfied with products, service. Family Root’s guarantees 100% satisfaction to all customers. Offering 100% refund for any unsatisfied customer.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Family Roots Inc pledges to always resolve any issues, feel safe, confident & secure when doing business with Family Roots Inc., recognized by Ripoff Report Verified™ as a safe business service.

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Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Family Roots for its commitment to being the number one company in the market, as it continues to go beyond customer expectations with superior products and service.

Ripoff Report’s discussions with Family Roots has uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Family Roots listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

Family Root’s Owner, has informed us that his personal philosophy is that his customers are a precious resource. [continued below]....
..... Family Roots management team understand that to be successful it is essential to listen to what the customers are saying and then translate this information, not only into a product but also a philosophy of how to provide a service.

Another top executive of the company, told us that they have introduced the new ethos that affirms, “the customer comes first, last, and always”. This business philosophy shows a complete understanding that in their unique market if they put the customer first, the company will continue to succeed and grow. Family Roots are true believers that each happy customer will tell many of the service they received and this will in turn bring about more business and growth. Family Root's mission statement says it all: "100% Satisfaction Guaranteed ” One of the other things Ripoff Report learned in the course of its investigation is that typical customer feedback reads: “Family Roots care about more than the sale, they want to keep the customer happy long after they receive their products." "We are very pleased with the responsiveness that he and his employees show us. They are serious about meeting commitments, and deliver on all their promises.”

The information provided in this report below is based on comments made by Willa during an on-site inspection held by a third party verification company with no biases toward Family Roots/Military Achievements.
Family Roots is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Family Roots/Military Achievements is a company specializing in providing bespoke coats of arms and family crest products, including swords, shield and family embroidered patches for families and soldiers. “We display the family coat of arms and our goal is to have all customers display their family heritage proudly,” explains Willa, a representative of the company. To acquire leads, Willa explains that the company has contacts all over the world, including displays showing what services and products they offer on military bases. “We have a contract with that business. We set up kiosks so the customer orders from that location,” she explains. The sales/service process begins with the team at Family Roots showing the customer several different items that are available to purchase, and Family Roots can customize their products to cater to everyone’s individual needs or wants.

FR1

Family Roots Inc. Customer Care & Complaint Resolution

At times, a customer may not feel satisfied with the product or services they received. Willa explains that one particular instance she can recall is that when they have to ship to an APO or FPO address, which is overseas, they cannot track the package and the packages take longer to be delivered. They give their customers a time frame estimate of 6-8 weeks, but for APO and FPO addresses, they cannot guarantee when the package will be delivered. To resolve the issues, Willa states, “I always try and make the customer happy and we do have contracts that we have to abide by. In cases where we have complaints, I will personally get involved to make sure the customer is happy. I will try and satisfy them and give them the best customer service possible.” In this particular instance, Willa states that she contacted the unhappy customer and explained what happened, in addition to sending some extra products to them. “The customer said they understood and was happy and I did not even have to give them a refund,” she states. Once an issue is resolved, Willa and her team follow up with an e-mail to the customer to let them know that if they need anything else, they just need to contact Family Roots and it will be taken care of.

To ensure they can resolve any issues that arise, Willa states “Anytime a customer has a complaint, the first thing we do is to go to our web site and see what has been ordered to make sure we gave them the correct order. We even ask for a picture of the item so we can compare it. If there is an error, then we would send them a pre-paid shipping label so that the customer can return the item so we can fix it or if they are not happy, we would just refund their money.” Family Roots/Military Achievements also has quality control steps in place to ensure that the product is made correctly the first time, such as confirming the spelling of a name, correct dates or ages. Since receiving complaints on Ripoff Report, the team at Family Roots has taken extra steps to make sure they respond to any customer service e-mails quickly. They have also changed the Quality Control department, so they are double checking any quality issues that may arise.

In response complaints or claims made against the company on Ripoff Report, Willa states, “Our main focus we are trying to achieve is that the customer is satisfied and happy and to have pride with their family heritage. We want to send them something they would proudly display at their family reunions and private events.” Willa and her team also recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “It is very important that we are not getting bad reviews and have a company in place to get the truth out because we do not want any bad reviews or bad word of mouth to hurt the business,” explains Willa.

Family Roots Inc. / Statements from the owner

"Family Root’s is truly a family in every sense, we are committed to our employees as much as we are committed to our customers. We strive to connect with our customers and meet all their expectations. In this challenge, I look to succeed in not only reaching my customers expectations but exceeding them. I feel this is what customers truly remember.

Family Roots, Inc. are committed to providing customers with excellent products and unmatched customer service. We have dedicated Customer Service Personnel, who have a world of experience in dealing with customer situations. My Customer Service Team, see each day as a new challenge and in this business every day brings something new. I am proud to see the lengths the team go to, to make things right so that a customer goes away satisfied that the company he is dealing with cares about his situation.

Family Roots, Inc. is committed to providing its customers with the best products available:

Our Quality European Style Swords can be custom engraved free for customers to bring added value and enhance a customer’s personal taste.

Our Shields are customised in our own plant in Kentucky, with a range of designs for country of origin, country flags, coats of arms, military achievement logos.

Our embroideries and banners are all hand crafted, to the highest quality.

Our custom made heraldic and military rings are custom made in the USA and Europe.

Family Roots also takes feedback from its employees as well. “Our employees are the reason we have been successful and have had the longevity of 30 years in the business” Employee feedback and surveys reveal comments such as this: "Family Roots is a fun place to work, where there is always opportunity and diversity. If your want to move up in the company, you just have to work hard”” “Every day at Family Roots brings something new and at the end of the day there is always a sense of satisfaction in a job well done.”

FR2

John has worked for Family Roots for 8 years and states, “The best thing about Family Roots in the comradeship that exists, every day is fun. The whole sales team like to work hard, and play hard” If you show that you care, you have the opportunity to move up. I hope to be here for many more years.”

David has been with the company 4 years, “I can’t believe how much I’ve learned working with the company. So many different personalities, all with different strengths but everyone with the same objective and that’s our customers, they are first, last and always.”

FR3

STATED IMPROVEMENTS FROM FAMILY ROOTS INC.

Family Roots, Inc. understands complaints posted on Ripoff Report (whether true or not) are issues that need to be given attention and not ignored. True complaints are a great way for the company to learn how to improve and take corrective actions so there is no repeat of the issue. Once an issue is taken care of correctly, it’s the customers who will tell the story. A story of how the company put its hands up and made every effort to make things right. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s review Family Roots has made organizational changes, by employing additional customer service staff. This allows a more comprehensive approach to problem resolution and a commitment to a great customer experience. We are always looking to improve and if we’re not improving we’re not doing the job right.

In summary, after our review, Ripoff Report is convinced that Family Roots is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

--------------------------------

Military Achievements Family Roots COMPLETE RIP-OFF CHEAP CRAP Columbus, Georgia

If you are military DO NOT SIGN UP WITH THEM!  

I bought a shield from this company on Fort Benning.  We dont make much money as it is and though the military shield looked good (from a 10 foot distance) once I received mine it FELL APART after a few days!!!!  To make it worse the personalized details were all just stickers and THEY PEELED OFF!!!! The service is horrible and I just got a run-around when I tried to resolve it. CRAP PRODUCT.

They wont even try to resolve anything. I dont even know who I bought this from. The company is Military Achievements but the customer service on my order form says a different company called Family Roots and no one answers the phones anyway. Theres an email address at militaryachievements.com but there is no militaryachievements.com.  How can they have an email address for service when theres not even a website! No website and there's two different companies, one to sell and one to give no service? Who are these guys?

They just want your money and then they deliver a shield that falls apart and then have no service your just stuck with a crap piece of junk.  HOW STUPID!!! If you want a competent company that appreciates military service do not go with Military Achievements or whoever they are.  

This report was posted on Ripoff Report on 09/22/2012 09:54 AM and is a permanent record located here: http://www.ripoffreport.com/r/Military-Achievements/Columbus-Georgia-31905/Military-Achievements-Family-Roots-COMPLETE-RIP-OFF-CHEAP-CRAP-Columbus-Georgia-945122. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Not really a customer

AUTHOR: Military Achievements - (United States of America)

To whom it may concern,

    Both Family Roots and Military Achievements have a long standing good relationship with many soldiers, especially on Ft Benning, and several commands.  We sponsor many events, luncheons and special projects for service members. We have delivered hundreds of our military shields to service members all over the world and have yet to hear a complaint such as yours. 

We still have not heard from you.  Why have you not contacted us directly?   We would be happy to resolve any issue you may have with your products. We want all of our customers to be completely satisfied.
 
As it has been several weeks since your posting and we have yet to hear directly from you; we find it hard to believe you are a customer at all.  If you were a legitimate customer with real complaints you would have contacted us asking for a refund or replacement.  Military Achievements stands behind our products and would have replaced or refunded your order until you were satisfied.  We have a 100% satisfaction guarantee. Thats how we do business.   You do not have an order with us. You have never received one of our products. If you had we would have talked to you.  Weve done everything we can to encourage you to contact us at 1-800-309-8432 or 502-876-3360. 

Contact us with an order number or kindly stop posting slanderous false claims.   

Regards,
Military Achievements and Family Roots
Customer Care
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#2 Author of original report

Military Achievements is a JOKE

AUTHOR: ArmyofMe - (United States of America)

Finally I get a response from Military Achievements!  And your response is to say you dont know how your cheapass shields could fall apart?  Have you never seen your own shield it has rivets, it has a chain and it falls apart!!! And the stickers peeled off too!

I called and called y'all with no response.  I went on to Military Achievements website (militaryachievements.com) and the website is "under construction."  I even went on to Family Roots website and it was no working at all but had a message saying "Account Suspended".

A few of my battles who also bought didn't even get their shields.  I thought command had our six on the footprint.  Military Achievements has cheap fall apart products but the worse part is there aint no customer support and there aint no way to track down Military Achievements or Family Roots.  After I called and called I looked for y'all else where and I cant find either Military Achievements or Family Roots in any directory of registered companies and the Better Business Bureau has never heard of wither company. What a joke - y'all are a company that doesnt exist with service that doesnt exist.
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#3 UPDATE Employee

Military Achievements

AUTHOR: Military Achievements - (United States of America)

Dear Valued Customer,

Military Achievements provides high quality commemorative products to all branches of the military. With our partners, Family Roots, we have been providing these products for 25 years.

As I do not have your account details I cannot speak to your specific complaints. I can however say
that our shields are one solid sheet of metal. Im confused as to how it could fall apart. Military Achievements is always looking for ways to improve our quality standards and value customer feedback. We stand firmly behind every
product we sell. If you are unsatisfied with your order please contact us with your account details as soon as possible. We take customer satisfaction very seriously and will work with you to give you a product you are 100% happy with.

We currently do not have a record of a customer complaint with the details you have provided. Our customer service representatives are available from 9am to 5pm EST. You may also reach us by email at info@militaryachievment.com.  

We sincerely apologize if you are unhappy with your product.

Please contact us directly so that we way resolve this issue as soon as possible.

Thank you,
Military Achievements Customer Care



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