• Report: #857106

Complaint Review: My Lineage, Inc. | Ripoff Report Verified™ ..businesses you can trust. Commitment to customer satisfaction. Mission Statement: 100% Customer Satisfaction 100% of the Time – Swords and Shields crafted by the best swordsmith in Toledo, Spain.

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  • Submitted: Wed, March 21, 2012
  • Updated: Fri, May 24, 2013

  • Reported By: Anonymous — San Diego California United States of America
My Lineage, Inc.
980 Buenos Ave, Suite A San Diego, California United States of America

My Lineage REVIEW: My Lineage, Inc customers feel safe, confident & secure when doing business with My Lineage, Inc.. My Lineage's commitment to customer satisfaction. “Extremely important to honor and support our troops. Helping today's warriors find a link to their ancestors is something we take great pride in”. Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction & confidence when doing business. San Diego, California
*UPDATE: My Lineage, Inc. recognized by Ripoff Report Verified™ as a safe business servoce.

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Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to My Lineage, Inc. for its commitment to excellence in customer service.

Ripoff Report’s discussions with My Lineage, Inc. have uncovered an ongoing commitment by the company to total customer satisfaction. This means that customers can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. My Lineage, Inc. listens carefully to customer 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.
My Lineage, Inc. is Rip-off 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..

The information provided in this report is based on comments made by Conor Coffey, Robert Wang, and Leann Pido during an on-site inspection held by a third party verification company with no biases toward the My Lineage

My Lineage is a for profit Military Heraldry Merchandising Company with a target market of Military personally. The company creates swords and family crests based upon the client’s family lineage. They work under contract and share profits with the military under the Non-Appropriated Fund Instrumentality (NAFI). Their sales process is a direct sales approach through sales people on military bases across the country.

Approximately, 90% of their business comes from direct sales and the other 10% comes from their website. In working with My Lineage, customers should expect that the company will provide the client with email confirmations. They specifically provide clients with product design review including reproduced images for approval and file tracking access for work progress, payments, questions and company contacts. At the completion of the project the company provides the client with shipping data and tracking information.

Some of the common complaints that the company receives has to do with damaged products or misspelling on products. Should that happen, the company pays for all returns, repairs, and replacement while providing shipping for returned goods. My Lineage stated they have 100% customer satisfaction guaranteed with no questions asked. Conor Coffey stated, “It is difficult to monitor or change a process until one knows of a problem. When we hear of a problem or it is brought to our attention, we deal with it in a timely fashion and always to the satisfaction of the customer.”

An example of complaints that the company has received has been when a client questioned a sales representative’s claims and cost of merchandise. All claims, questions, and concerns were explained again with the client that led to the company down grading the customer to a more affordable product package. The final approval for this was discussed with Mr. Coffey and approved. The company stated that the customer was satisfied.

Since complaints have been made on Ripoff Report, no changes have been made. My Lineage stated that they already have a 100% satisfaction guarantee with customers and they feel they make the best efforts in dealing with the customer to understand the issues and satisfy the problem. They do ask customers the reason for a problem that arises because if it is product related, they need to know in order to correct the issue. Mr. Coffey stated in regards to complaints, “We use the best materials from Spain available. We have made public all of our import records while providing them to the military for review under contract submittal requirements for their product approval. Furthermore, our sales representative’s use scripts that have been approved by the military.”

My Lineage feels it is important to be a part of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program because it gives the company the opportunity to improve and give the best customer satisfaction possible. Additionally, it shows the company is customer oriented and addresses problems in a fair and open manner.

My Lineage’s president, Mr. Conor Coffey, believes "a successful company not only does what it promises but strives to deliver more than it promises to all customers at all times. More than any other measure, success is based on customer service and satisfaction.” My Lineage's Mission Statement of 100% Customer Satisfaction 100% of the Time demonstrates the full commitment My Lineage has to customer service and satisfaction. Mr. Coffey informs Ripoff Report that My Lineage looks beyond his own industry for examples of superior customer support and models My Lineage's approach to the very best of the leaders in any industry, looking to the likes of Amazon and Zappos. By always putting customers first, each and every time, only good things can happen for the customer and for My Lineage, Inc. So it has been and Mr. Coffey hopes to maintain My Lineage, Inc. as a successful enterprise far into the future.

Positive feedback the company receives such as the following unsolicited testimonials:

“I really enjoyed working with My Lineage. If we had a question, they were quick to answer it, and there weren't that many questions just follow ups on what my husband was told. It was one of the easiest companies to do business with.” -Rebecca, Camp Pendleton.

“This is the second time I’ve ordered from your company. I recommend you to everyone!” -Tim, Fort Bliss

“It’s been a very good investment on my part.” -Ben M.

“I like your company and its products.” -Vince, Keesler AFB

MY LINEAGE, INC. / Statements from the President.

We aspire to 100% satisfaction 100% of the time. A lofty aspiration certainly but one must aspire to the highest level of performance to ensure one is always striving for improvement.

My Lineage, Inc. is committed to providing its customers with excellent products and peerless customer service. My Lineage has dedicated Customer Service Representatives but the fact is everyone at My Lineage is involved in and has a stake in Customer Service - from the entry level person to the President.

My Lineage, Inc. is committed to providing its customers with the best products available:

• Our Family Name Histories are resourced from the foremost Family Name History companies in the world, several of whom are long established in Europe

• Our Swords and Shields come from the #1 sword manufacturing city in the world: Toledo, Spain

• Our Sabers are made by the #1 saber manufacturer in the world: Weyersberg, Kirschbaum and Co. (WKC) of Soligen, Germany

• Our embroideries and banners are all hand crafted, hand stitched and custom made to order from the finest materials available

• Our rings are custom made in the USA and hallmarked 100% Sterling Silver

My Lineage, Inc. takes employee satisfaction seriously as well. Founded with a TOTAL commitment to customer service we recognize any success we may achieve will be completely due to our # 1 Resource: our employees! Employee feedback and surveys reveal comments such as this: "My Lineage provides a very positive environment to work. Opportunities for suggestions and improvements are encouraged. Conor is truly concerned about our contribution to the company and providing growth opportunities for us. He takes the time to listen and communicate with employees and with customers."

My Lineage, Inc. is also involved in the community and believes in good corporate citizenship. My Lineage supports nationally known causes such as the Wounded Warrior Project but is very closely involved with lesser known causes such as San Diego based Operation Caregiver that provides support to our troops downrange at the "tip-of-the-spear" and organizations such as Colorado based Knights of Heroes, which empowers children who have lost their fathers during military service. My Lineage believes Good Corporate Citizenship is not a choice but a welcomed duty.

STATED IMPROVEMENTS FROM MY LINEAGE, INC.

My Lineage, Inc. recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Report’s Investigation My Lineage has made organizational changes allowing its customers and employees a more streamlined approach to problem resolution and a commitment to a great customer experience. We always strive for improvement and are eager to embrace any input or means to do so.

In summary, after our investigation, which included discussions with Mr. Coffey and many of his past and current associates, Ripoff Report is convinced that My Lineage, Inc. 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 Rip-off 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 Rip-off 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

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

My Lineage, Inc. Misleading and Overcharging Military Service Members in San Diego, California

I am a former employee of My Lineage, Inc, headquartered in San Diego, CA. This is a company that deals specifically with the members of the Armed Forces, and overcharges these honorable service-members to the tune of 300% MSRP all while lying about the quality and methodology of the product! The hard-sell product that's offered by these snake-oil scoundrels is a novelty display of family history that's perfect for a Renaissance fair and emphasized by a Do-It-Yourself (IMO) sword with a cheap handle and a dull blade.

All quote-end-quote salespeople for My Lineage, Inc. use a script, which is written by one of the owners, an Irishman. It's chock-full of two-bit one-liners that don't even qualify as half-truths. For example, My Lineage, Inc. claims that the research is done by professional historians in Europe,  but unless an Epson printer carries a bachelor's degree and counts as a professional historian, then this claim is so outlandish that it belongs in the world record books for BS.

Another popular claim made by My Lineage, Inc. is that they are a part of AAFES, or the MCX or NEX. They're not. They are an outside vendor that PAYS each of those respective Exchanges for the retail space they use. Whether or not AAFES, or the MCX or NEX knows that the San Diego-based company is overcharging the troops is not known to this writer, but don't you think somebody should know? Or maybe AAFES is happy-enough with their cut off-the-top that they're OK with soldiers taking the sharp end of a dull blade to keep 'em in business. Maybe?

I worked alongside other guys who fed the lies. I've heard guys say that the research is so complex that it often takes three-to-four months to complete. And that's so untrue I've hardly got the words to express it, because I read in the Sky Mall magazine while sitting coach on a Southwest flight (paid for by My Lineage, Inc *gracias*) that it can be done in 74 business days. And never mind the Historical Research Center, who the company contracts for the copy-and-paste-style histories, offers the so-called research for free through one of its websites, and so for a $5 tip they may be willing to negotiate a delivery date that's half of that?

It's ridiculous, really. I've heard this-and-that from different guys, but one claim that stands out like a white guy in a sea of Mexicans is that the sword offered by My Lineage, Inc. is full-tang. LOL. Now, I'm no sword expert, so somebody will need to explain to me how a blade with threads and a end-cap piece that acts as a bolt is full-tang. I've got a pen and paper handy to take notes. Maybe I can learn, too, how a sword without a sharp edge (obviously machined) qualifies as the ever-so-honest folks at My Lineage, Inc. would say as hand custom-made and folded 440 times.

Did I mention that they offer a shield? At this point, I bet you're ready to buy, right? Ha-ha. This shield, which, as claimed by My Lineage of 980 Buenos Ave. Suite A1, San Diego, CA 92110, is hand custom made to the exact replicas of what your ancestors would have used in battle. Unfortunately, I don't know how they can possibly substantiate that, because they only offer a one-size-fits-all shield, irregardless of your ancestry. So if you're a Norwegian Viking, then your ancestors (according to the so-called exact replicas offered by the fellas at My Lineage, Inc.) would be the exact same as the exact replicas produced for purchasers who have Spanish Conquistador ancestry. Nothing odd about that, right?

How 'bout the price? Good question. Nervous there, Conor? According to the price guide that's given to the wonderful folks at AAFES, My Lineage, Inc. charges Americas bravest as follows for a Single Embroidery Set:

(Written above the Price List says: Prices charged to members of the Armed Services are 40% less than the prices charged to regular customers and on our website, www.mylineage.com. This is an important savings passed on only to members of the US Armed Services.)

Single Embroidery Set/ Service Member Discount, 40% Off/ $350.00/ General Public Price/ $664.00

BTW, here's the link to a hard-copy picture taken of the ACTUAL Price List on Flickr: http://www.flickr.com/photos/78191107@N07 or request a copy from Evan Pickens (evan@mylineage.com).

Another interesting tidbit regarding the special pricing offered to the troops is that the Single Embroidery Set at $350 (plus $80 shipping) is sold in the kangaroo pouch of every seat on every Southwest Airlines flight and on the Sky Mall website for $129. No association to the military required. Now there's a discount!

So that's about it, minus their claim that they're somehow squeaky clean and that every twelve months they're checked upon by AAFES, the NEX and the MCX to ensure quality control. I doubt that any the Exchanges would readily approve of lying about the origins of the products, or the methodology or even endorse any vendor specifically. They're not that stupid. If they actually checked the absurdities in the My Lineage, Inc. sales pitch, then I have trouble believing that this
company would have even made it to a thirteenth month.

In conclusion, if you wanna hear the sales pitch made by these guys in person, then enlist in the Army, go to Fort Benning and hear Sonny Garcia or Anthony Carolan or any representative of My Lineage, Inc. promise you the moon, so to speak.  Congratulations. You are now enlightened. Be wise, my friends.


This report was posted on Ripoff Report on 03/21/2012 01:03 AM and is a permanent record located here: http://www.ripoffreport.com/r/My-Lineage-Inc/San-Diego-California-92110/My-Lineage-Inc-Misleading-and-Overcharging-Military-Service-Members-in-San-Diego-Calif-857106. 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.

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