This is Lace Aurora posting on behalf of One Fur All Studios.
We would like to apologize (as we have done repeatedly through email), for the mix-up in completion dates for your suit. As we have explained, over the last year OneFurAll has undergone some major changes, including the changing of several key staff members. The mis-quoting of dates to customers was from a staff member who had a very brief involvement with the studio. It has been my job to handle online communication and resolve issues regarding any mistakes in scheduling. Our current staff is working with considerable due diligence to insure that the studio runs as smoothly and efficiently as possible.
I have gone to great lengths in the past month to go through each and every email sent for the past 5 years (approximately) in order to sort out any issues like this that may arise, as well as ensure that difficulties such as this do not arise again.
As your emails prove, the ultimatum you gave us, either complete your suit by RF 2014 OR give you a full and complete refund was responded to; we have told you and agreed to complete your suit either for or before RF 2014. We have given you our assurance that this WILL happen – this has been brought to Scribblefox’s attention, and the assurance comes directly from him and has been set firmly in the schedule.
We reduced the overall price and have promised you free delivery for your suit due to the inconvenience you’ve faced. This does not, however, mean we will pay you the shipping funds if the suit is delivered to the con; it simply means that no matter the delivery cost, you will not have pay for it. It does not mean that should we hand the suit over in person, that we will also pay you the shipping cost. Even if we bring the suit to Rainfurrest in person, there is still the cost of transportation and packaging – which we will cover. We hope you understand this.
Again, we would like to emphasize that, as stated in our email today (Sunday, August 18, 2013, at 3:41pm – as you’ve screencapped), we have agreed to all other terms.
Nowhere in any of our correspondences have you asked us to complete your suit by RF 2014 AND also return 30% of your downpayment. The 30% mentioned in our TOS is the non-refundable portion of your downpayment not an additional payment. To complete your suit plus pay you and additional 30% was not something we agreed to.
We have agreed to complete your suit in the time you’ve stated which was your only concern, as well as covering the shipping costs plus the discount we offered in apology. We had hoped that this would resolve the issue. The alternative was the refund as discussed in our TOS .
We sincerely regret that you were upset enough to post this to artist beware. Again we do sincerely apologize and we truly hope we can resolve this matter.
From OneFurAll Studios
This is Lace Aurora posting on behalf of One Fur All Studios.
We would like to apologize (as we have done repeatedly through email), for the mix-up in completion dates for your suit. As we have explained, over the last year OneFurAll has undergone some major changes, including the changing of several key staff members. The mis-quoting of dates to customers was from a staff member who had a very brief involvement with the studio. It has been my job to handle online communication and resolve issues regarding any mistakes in scheduling. Our current staff is working with considerable due diligence to insure that the studio runs as smoothly and efficiently as possible.
I have gone to great lengths in the past month to go through each and every email sent for the past 5 years (approximately) in order to sort out any issues like this that may arise, as well as ensure that difficulties such as this do not arise again.
As your emails prove, the ultimatum you gave us, either complete your suit by RF 2014 OR give you a full and complete refund was responded to; we have told you and agreed to complete your suit either for or before RF 2014. We have given you our assurance that this WILL happen – this has been brought to Scribblefox’s attention, and the assurance comes directly from him and has been set firmly in the schedule.
We reduced the overall price and have promised you free delivery for your suit due to the inconvenience you’ve faced. This does not, however, mean we will pay you the shipping funds if the suit is delivered to the con; it simply means that no matter the delivery cost, you will not have pay for it. It does not mean that should we hand the suit over in person, that we will also pay you the shipping cost. Even if we bring the suit to Rainfurrest in person, there is still the cost of transportation and packaging – which we will cover. We hope you understand this.
Again, we would like to emphasize that, as stated in our email today (Sunday, August 18, 2013, at 3:41pm – as you’ve screencapped), we have agreed to all other terms.
Nowhere in any of our correspondences have you asked us to complete your suit by RF 2014 AND also return 30% of your downpayment. The 30% mentioned in our TOS is the non-refundable portion of your downpayment not an additional payment. To complete your suit plus pay you and additional 30% was not something we agreed to.
We have agreed to complete your suit in the time you’ve stated which was your only concern, as well as covering the shipping costs plus the discount we offered in apology. We had hoped that this would resolve the issue. The alternative was the refund as discussed in our TOS .
We sincerely regret that you were upset enough to post this to artist beware. Again we do sincerely apologize and we truly hope we can resolve this matter.
Sincerely,
OneFurAll Studios