• Report: #984782

Complaint Review: Wristband-connection

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  • Submitted: Thu, December 20, 2012
  • Updated: Fri, December 28, 2012

  • Reported By: SEF — United States of America
Wristband-connection
Internet United States of America

Wristband-connection Incredibly poor quality, service and failure to use promo codes Internet

*Author of original report: I don't think I am mistaken.

*REBUTTAL Owner of company: Mistaken for another company Please Read

*UPDATE Employee: How we handle issues like this

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Let me first preface by saying that this is a review/complaint against wristband connection.com, they are not really a jewelry company ( they design silicone wristbands) but I was unsure of a better category.

My first bad experience with this company was when I placed a rush order for 1000 wristbands to honor my 12 year old niece who passed away. Because it was a rush order, I was not able to order the debossed (engraved) bands we had wanted, and instead ordered simply ones that had printed on writing. The writing literally rubbed off within 2 days and was very poor quality. When my sister called to make a complaint about the quality, they were unable to find a record of our order and so they were unable to do anything to rectify the problem.

Despite all this, we were naive enough to attempt to give them another try. Again ordering 1000 wristbands ( plus 100 more youth/small size), this time debased/color-filled, which we hoped to be of better quality. I wanted to make sure they could place the wording exactly as we desired so I e-mailed to check. They suggested I call in to place the order. I did, and the rep had me go to a website where I was able to allow him to "take control" of my screen and watch what he was doing (similar to the tools many tech support centers use).  I placed the order requesting a proof of the design. Generally, and legally, a proof means that you have an opportunity to approve the design before payment is processed and before production begins. However, payment was immediately processed. Before I realized this, I called back to inquire about applying a coupon code I had found for 25% off ( as I assumed payment had not yet been processed). I was told that because my order had not been placed online, it was not eligible for the coupon code. I should also add that this coupon had no fine print detailing that it could not be used for certain orders. I was even more irritated because as I had been able to watch what the rep was doing online, nothing was done that I could not have done myself on the website to begin with. 

I emailed back, irritated that my payment had been processed without proof and at the outrageously pathetic excuse for not honoring the promo code, but indicated I was still willing to do business if they would rectify the situation. I was asked to call and speak with them over the phone. When I did, I was given a different reason for why the promo code could not be utilized ( something about a special production mold needing to be made to ensure our message would be centered front/back......unlikely as this is not the business practice of any other company I've worked with on similar orders...). Not once did the company apologize for the inconvenience, offer to honor their promo code, or even at least offer a lower discount as a gesture of good faith. Finally, sick of dealing with this b.s. I requested to cancel the order ( as I reviewed their cancellation policy which strictly detailed that I could not be charged the 30% cancellation fee since production had not yet begun). The only thing to their credit is that the immediately credited my purchase back to me without further issue. Overall, incredibly poor quality product and unbelievably poor business policy. I would rather pay twice as much for wristbands than give these guys another cent. Jokes on me for giving them a second chance: "fool me once, shame on you. Fool me twice, shame on me....".



This report was posted on Ripoff Report on 12/20/2012 03:33 AM and is a permanent record located here: http://www.ripoffreport.com/r/Wristband-connection/internet/Wristband-connection-Incredibly-poor-quality-service-and-failure-to-use-promo-codes-Inte-984782. 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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REBUTTALS & REPLIES:
1Author 1Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

I don't think I am mistaken.

AUTHOR: SEF - ()

First let me say I am a bit confused why you claim I am mistaken, when Mr. Aaron deOliveira responded to my complaint below (se rebuttal #2), admitting he handled my business personally. I did not feel the need to respond to his rebuttal, as I believe what he said was fair and truthful.

Let me first say, as someone in the legal field, I am well aware of trademark infringement, and what a counterfit product can do to a company's business;  therefore I am QUITE careful about addressing my complaints to the appropriate business. Further, I clicked the link you provided, and did some digging into the URL and IP address information I had saved from last year- and it appears to be the exact same site you linked. 

I am confused as to why it took you over a year to respond to this complaint. If I was in the wrong I would promptly apologize for misdirecting my complaint (and suggest you take legal action against the alleged multitudes of companies infriging upon your trademark rather than blaming "confused" victim costumers), but as Mr. deOliveira has confirmed below, I am not the party that is mistaken here.

 

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#2 REBUTTAL Owner of company

Mistaken for another company Please Read

AUTHOR: Co. president - ()

To whom it may concern; 

First, since we are a faith-based company who has practices in the highest regard for people we would most certainly never commit such an act against our customers, especially, especially, when they have lost a loved one.  To do that is so incredibly insensitive, disgusting and unAmerican!  We hold In Memory Of orders sacred. 

Second, we read all the details of your "complaint against us" and we discovered one key element of proof that you have complained about the wrong company.  Please pay attention now.

You stated, and we quote, "I was not able to order the debossed (engraved) bands we had wanted, and instead ordered simply ones that had printed on writing. The writing literally rubbed off within 2 days and was very poor quality."

We do not personalize any kind of "Printed on writing." That describes only one company who has used our name in their ads in an attempt to deceive people into thinking they are the well-known, quality company WristbandConnection.com® and in fact, have hundreds, if not thousands of complaints online. 

They are the only company in the USA who claim they manufacture wristbands in the USA.(but they don't) 

We know better than to try and print wristbands here in the U.S. because the proceedure is so inferrior to the screen-printing we have done over seas.  It takes a minimum of 5 days to get our printed wristbands to you and they last for years in most cases.

Some of these competitors have used and from time to time still do, use our name in their google ads and even include our trademarked name Wristband Connection® in their site!

What does that tell you about us?  They all want to be us, but a copy can never be as good as the original. 

As a matter of fact, because of garbage like this, we are about to do a full video series that will be truly enlightening.

Lastly, visit our site. www.wristbandconnection.com and check out the only quality written guarantee in the industry http://www.wristbandconnection.com/Guarantee_Certificate_Compressed.pdf  That should say enough about us and to date, eventhough we have had competitors try to copy or guarantee, they still will not give it to you in writing! :) 

We are sorry to hear that happened to you, but when you go to the cheapest business of any kind, you are going to have bad experiences.  We are not the cheapest, we compete with cut-throat companies who are and then try to tarnish our name because we still out-perform them and they want all the business.

My name is Victor Rey, in the Latin that means Victorious King and I work daily to live up to my name.  I am passionate about the industry I started and will always tell you the truth and how it is!  If you want to be in the wristband business, don't try to do it alone and copy what we do, come and work with us so you too can deliver the best.  We have spent years and millions of dollars to be who we are.

God Bless All who read this.

PS- This is not the only person who has had this problem.  We get complaints about the actual compay she is complaining about on a regular basis. Please, before you try to do harm to a business, be sure of where you did business in the first place and do some real reseach before you buy from anyone online or not.  That is like voting for a president who simply tells you he is going to give you the world, then turns around and pulls the rug out from under you!

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#3 UPDATE Employee

How we handle issues like this

AUTHOR: Aaron deOliveira - (United States of America)

I am an employee at Wristband Connection. Here is a video (link) showing what kind of company we are. I wanted to respond and put Miss. Foley's experience in context.

We work with many bereaved families to provide them memorial bands.  Since these families need bands quickly we provide a product with a quick turn around; our color core bands. There is information on our website (link) as well as videos (link) that describe how to care for these bands so that they do not wear off. I have color core bands in my office that are well cared for and have lasted for years (picture).

Ms. Foley's initial color core order was placed online through our website without consulting anyone at the company. Her subsequent order of the color-filled bands was handled by myself. When we place custom orders we always go through the same process. 1) Quote is provided 2) Order is paid for 3) Digital proof is provided 4) Customer approves and signs digital proof 5) Bands are produced and shipped. We follow this process with all of our customers. We generally do not provide proofs before orders because we are not a design shop. However, we do provide a proof before ordering, at the customer's specific request, for a $50 non-refundable deposit on the order to cover the graphic artists time.

For Ms. Foley's color filled order we got to step 2.5. We discussed the order and I provided her with a quote in writing that noted the production time and itemized costs. She paid for the order. Once the order was paid for we provided her with a digital proof. We do not produce anything until the customer approves and signs the proof.

At this point Ms. Foley inquired if she could apply the 25% off coupon that we had distributed for holiday orders. I explained to her that the coupon only applies to orders that can be placed and fulfilled directly through the website without further staff involvement. I also explained that the design that she wanted for her bands required staff involvement including a graphic designer, production assistant, etc. in order to produce the bands she wanted and would thus not qualify for the discount.

Ms. Foley described the order taking process. She is correct in saying that when placing the order the only cosmetic change I made to the order was to note proof requested on the order. This is an internal note to the various staff involved in producing custom orders to provide the proof, mold, etc. that go into making a custom order. I understand that it may not have seemed like I did much cosmetically, however, that simple direction is what begins the process of making custom bands.

Ms. Foley also mentioned the need for a mold in order to achieve the custom layout she requested. Molds are very much a part of making custom bands. We prefer to have informed customers and so we are very open and deliberate about the processes used to make their custom bands. I assure you, to ensure that the custom design was exactly as Ms. Foley was requesting, a custom mold was required.

At this point Ms. Foley became dissatisfied with our stated business practices and asked that her order be canceled. We promptly canceled her order and refunded her money.
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