ComplaintsforAPG Exhibits

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i placed an order on 4/3/22 for a trade show display and shipping box, a Hop Up 10ft straight tension display and the ** Hop hard case. The total for the order was $1,143.77. This is an on-line company that requires credit card payment in order to place the order. My credit card was immediately charged at the time of order placement, even though the product had not been approved by proof, made or shipped. Once the order was placed I sent them the artwork and they sent me a proof, you get 3 proof opportunities and then they charge you for any proofs after that. Two out of the 3 proofs had white lines throughout the display, they did not appear on the artwork I sent to the company. I called the company 6-8 times since 4/4 trying to find answers to this problem. No return calls. I tried their "live chat", which no one is there live to talk to you. There response to me live chat msg was "We are quite short staffed and find it quite challenging to catch every incoming call." Meanwhile, I've made b/t **** calls, left msgs which were never returned and reached out by "live chat" 4-5 times and my only reply was that they are short staffed and to submit another proof, which they would then charge me for. As I stated before, the file I sent looks fine on my end, but the proof they send me back has white lines throughout, without explanation. I therefore cancelled my order and am now working with a new vendor. I don't believe a company should charge your credit card up front before actually creating and shipping the order. These trade show displays are expensive and the customer service by APG should at the very least be adequate. My last email to them on Friday 4/8, told them to cancel my order and refund my credit card. I have not heard back from them. I tried calling their number on the website ************, and as expected, no response. When you call that number you have options to speak to Sales, customer service, billing, etc. Noone answers at all.

  Business response

  04/12/2022

  We are sorry this customer feels this way about this order and will look into it in further detail. Our terms state we allow 2 rounds of proofs and payment is always made before an order is started. We proof hundreds of artwork a week and if there are issues 99% of the time it is with the original artwork supplied. If we are not moving forward with an order we will address the refund with the customer today. 

  Customer response

  04/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

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