THE OG FACTORYReviews of theogfactory.com

Response from THE OG FACTORYFeb 18, 2024

We hope this message finds you well. We regret to inform you that there seems to have been a miscommunication regarding your recent order with us. After reviewing the details, it appears that due to unforeseen circumstances, we had to cancel your order. The decision to cancel your order stemmed from the significant costs incurred in reshipping the package multiple times, which amounted to more than the value of the order itself. As you may know, our standard shipping fee is $9.95, and with multiple attempts to deliver the package, it became financially unfeasible for us to proceed. WE EMAIL YOU For your reference, we have attached photo proof of the initial order placement and subsequent refund process. The refund was initiated on 02/08/2024 and posted on 02/12/2024. We kindly suggest verifying these details with your bank to confirm the transaction. Please understand that we are a small company and strive to provide the best service possible to all our customers. However, as a result of the volume of orders we handle, we are not available for customer service inquiries during weekends just because we have to focus current production orders and we sincerely apologize if this caused any inconvenience or led to delays in communication. The reason why we are responding to your review and message at the time is due to information that you provided in your review You did not get scam. Your order was cancelled. We value your feedback and appreciate your understanding of our situation. If you have any further questions or concerns, please don't hesitate to reach out during our regular business hours, Monday through Friday. Thank you for your patience and continued support.

Response from THE OG FACTORYFeb 7, 2024

"We'd like to provide clarity regarding the status of your order. It had progressed through our production pipeline, undergone printing, and was in the final stages of cutting before it was canceled and refunded due to the chargeback initiated. It's important to note that shipping the order and subsequently facing a chargeback would constitute a fraudulent transaction, which we take very seriously. The first email we receive was on friday at 7:45pm. Do you expect us to answer an email after we close at 5pm. Just with a little PATIENCE, you would've received an answer on the following workday, which was Monday. We only responded by phone call not because of your false comment on facebook it was because of the email that was sent with the sentence ( Enjoy your chargeback ) on Monday 2:43pm and we call at 2:58pm from our records at that point we cancel the order and process a refund. Expecting a small business to ship a order after chargeback has been issued and emailing us with the sentence ( enjoy the charge back ) is extremely disappointing and tell us what type of characteristic you have. Regarding your mention of us discarding your order, we want to assure you that this is not the case. Your order is securely held within a designated claim bucket. We provided video and photo evidence of your order's status as part of our commitment to transparency. Despite this, we understand your decision not to proceed with the purchase. While we genuinely appreciate your interest in our products and services, we believe that the current customer experience may not align with our standards. We take pride in offering competitive pricing for custom sticker orders and strive to ensure a positive interaction with every customer. However, we acknowledge that this may not always be feasible. Addressing your public comment on social media, we felt compelled to respond as it directly impacts the reputation and dignity of our dedicated team and company. Correction ( Our operational hours are Monday to Friday ) not Monday to thursday , and while we aim to address inquiries promptly, we ask for understanding during times when we are closed. In conclusion, while we regret that our services did not meet your expectations, we hope to learn from this experience and improve our processes. Should you reconsider in the future, we would be grateful for the opportunity to serve you better. Thank you for your understanding and feedback." ( Your concerns was meant with the same expectations has if some one was trying to receive an order and then summit a charge back soon after. We caught the actions of your charge back before we ship it out. We believe that the current customer experience may not align with our standards.We hope you the best of luck in your sticker endeavors. ) Edit - we respond to trust pilot review to keep all information honest. Also we only receive one email on Fedruary 2nd , 7:45PM on friday after hours and following email on monday ( Enjoy the charge back ) and other following email ( Do better ). Also to point You did not call us . We called you at 2:58pm on monday. The conversation lasted 7 minutes. Before that we responded back to your email at 2:50pm ( providing photo proof of your order and informing that you contact us after hours on Friday. I am providing an actual time line of honest interaction with you and our staff. I am going off the times stamps in the email and phone logs which should already have. Enjoy your day.

Response from THE OG FACTORYJan 25, 2024

Hi thank you for contacting us. We weren't accepting calls since last week Thursday due to weather. Our processing team was in the shop to fulfill orders but that's all. We were not accepting any walk in. I did a quick search for your email and nothing has come up. Please contact [email protected]