Shapeways Inc

This dispute turns on a misunderstanding related to the finishes of two of our 3D printing materials*** *** had ordered models in a polished nickel steel in the pastWhen he received a model in polished bronze steel, he felt that the finish compared unfavorably to the polished nickel steel
On January *** *** *** filed a complaint because he believed that the model he received had not been polished at allAfter an internal investigation, on February *** Shapeways responded that the model had been polished, and the discrepancy *** *** noticed was due to differences between the polished nickel steel finish and the polished bronze steel finish, not due to a lack of polishing of the modelFrom February *** the dispute was elevated on the Shapeways side, with Shapeways maintaining its conclusionOn February *** *** *** made it clear that he was still not satisfied with the finishOn February *** Shapeways offe red *** *** a free repolishing, which he accepted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved I must emphasize that while my particular complaint was finally resolved after tremendous effort on my part, I truly hope Shapeways improves their customer service in the future to the point all legitimate complaints can be resolved in less than days and without resorting to Revdex.com and Paypal disputes
Sincerely,
*** ***

We received contact from a customer on SEP *** AT 6:47PM (UTC)This let us know there was an issue with the modelIn order to determine what was missing and to assist, we replied and asked
for pictures of what was receivedWe received no communication in reply and had no phone number to contact at that time
We realize that sometimes email filters can mark items as spam and maybe this was the case???
We emailed her after receiving the letter from the Revdex.com on Feb ***, at 8:29PM (UTC)We still received no replyWe also called and left a voicemail with contact details the following daySubsequent calls went straight to voicemail
No contact from the customer has been received beyond the letter since Sept ***Further, before the letter, there was only ever one email received from the customerNo other attempts were made
We are more than willing to assist the customer with getting them a reprint for any issues involving a manufacturing error or resolving this in any other reasonable way but we require communication in order to resolve

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:My complaint is related to the abysmal quality of service I've received in my dealings with customer service The attached image is of the model I originally received next to itself after Shapeways felt pressure weeks after my initial contact to take it back to be repolished Anyone can see there is a stark difference between the unpolished original and the polished version, negating the assertion that I 'misunderstood' what their polished bronze finish looked like The only misunderstanding here is that of Shapeways concept of good customer service Accusing a customer of the inability to discern what is clearly evident is a bad practice, and frankly a strange one to make in this day and age From my initial contact until receiving the polished model I originally ordered was no less than days Though I can't leave their last questionably accurate message as the last word on the issue, I'm happy to close this complaint as resolved as my individual issue was indeed, eventually, solved
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Shapeways appreciates that this complaint has been resolved and solved

This dispute turns on a misunderstanding related to the finishes of two of our 3D printing materials. [redacted] had ordered models in a polished nickel steel in the past. When he received a model...

in polished bronze steel, he felt that the finish compared unfavorably to the polished nickel steel. On January [redacted] filed a complaint because he believed that the model he received had not been polished at all. After an internal investigation, on February [redacted] Shapeways responded that the model had been polished, and the discrepancy [redacted] noticed was due to differences between the polished nickel steel finish and the polished bronze steel finish, not due to a lack of polishing of the model. From February [redacted] the dispute was elevated on the Shapeways side, with Shapeways maintaining its conclusion. On February [redacted] made it clear that he was still not satisfied with the finish. On February [redacted] Shapeways offe red [redacted] a free repolishing, which he accepted.

Shapeways is a 3D printing marketplace where designers can offer their models for sale. When a consumer purchases a model from a Shapeways designer, Shapeways custom 3D prints that unique model for the individual customer and ships the model to the customer’s address. Because of the unique nature of...

every item printed, Shapeways maintains a strict cancellation and return policy at [redacted]. We also offer a variety of materials sample kits for customers unfamiliar with 3D printing materials at [redacted]. [redacted] ordered a number of models from Shapeways. When he contacted Shapeways customer support he was informed of the Shapeways return policy. In respond to this policy, which did not allow returns in his specific situation, over a series of emails [redacted] threatened the frontline customer service agent with physical violence ([redacted]). In light of these threats, [redacted] case was brought to my attention as General Counsel. In response to an email that once again informed [redacted] of our policy, that we would be happy to return the dice to him, and thta any additional threats of physical violence would result in a complaint to police. [redacted] responded with a series of emails focusing on my religious background (“[redacted]. [redacted]).Despite [redacted] invective, because of Shapeways’ commitment to customer service we have refunded him the purchase price of the dice.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have apologized to the company for my harsh and nasty emails. I will never write such things again ever to any one. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
My complaint is related to the abysmal quality of service I've received in my dealings with customer service.  The attached image is of the model I originally received next to itself after Shapeways felt pressure 2 weeks after my initial contact to take it back to be repolished.  Anyone can see there is a stark difference between the unpolished original and the polished version, negating the assertion that I 'misunderstood' what their polished bronze finish looked like.  The only misunderstanding here is that of Shapeways concept of good customer service.  Accusing a customer of the inability to discern what is clearly evident is a bad practice, and frankly a strange one to make in this day and age.  From my initial contact until receiving the polished model I originally ordered was no less than 37 days.  Though I can't leave their last questionably accurate message as the last word on the issue, I'm happy to close this complaint as resolved as my individual issue was indeed, eventually, solved.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:
That's fine and dandy BUT you printed those parts successfully before, I have the prints to prove it, and you could have contacted me and ASKED me what I wanted to do, but no, that's too much trouble to actually try to help your customers. And had you contacted me and actually asked me what I wanted to do, I would have told you to print them in white strong rather than black strong.It took you 12 days to refund my money while your people lied to me claiming it was refunded when it wasn't, you patronized me, you refused to answer my emails, you passed me on to other customer service reps (I have emails from a half dozen different people). Just admit it, you have the worst customer service department of any company on the internet. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

According to our FAQ's, "if at any point we determine that we cannot manufacture an item in your order, you will not have to pay for it. If we have not yet processed your payment, you will not be...

charged for the item. If we have already processed your payment, we will issue you a refund." The customer is notified via email, in the case an item cannot be manufactured. Given the complex nature of 3D printing, we cannot produce every file into a physical product. Further, our policy states "it may take 3-7 business days for the refund to appear in your account." The refund was processed and delivered to the customer by December*, 2014 - still within our stated time frame. It would have been processed sooner; however, a dispute was opened within [redacted] causing the inability to refund the customer until resolved. We never intended this situation to escalate this far. We apologize for the delay and any inconvenience caused; our motive was never to deceive or deny our customers. Source: https://www.shapeways.com/support/faq

Review: In 09/2013,I ordered my son a product from Shapeways(SW)online.SW quickly charged my bank for the item,costing $130.50 & sent an email stating the product was soon to be mailed.When the item arrived,it was missing a crutial piece so I emailed SW explaining this.SW replied requesting a photo of the item I had received.I promptly sent SW 2 photos of the incomplete product & asked that they send me the missing piece.After much time passed,I hadn't heard back from SW nor did I receive the missing peice so I again emailed SW, attempting to resolve this matter but instead I have been completely ignored regardless of the multiple emails I have sent. I believe that SW has had plenty of time to correct this issue so at this time I feel I must request assistance in either receiving a refund or the missing piece to the product I paid for. If need be, I have all of the emails that I've sent to SW along with all of the above occurances mentioned.Desired Settlement: I did check the bank account that they withdrew the payment from, which is closed now, just to make sure they hadn't refunded the amount they charged me without notice and they had not. The account they charged for this item had been closed in January of 2014. At this time all I see no other option but to have my money refunded so that I can happily send the incomplete product back to them if they cannot send me the missing piece. [redacted]Below are all things I can provide if need be:-a letter from the bank in which shapeways charged the account for the item being a Connor Assassins Creed Toy Replica for the amount of $130.50 and when the account was closed -all emails to and from shapeways confirming the order and soon to ship the product vis UPS, theyre email requesting a photo of the item, the emails that I had complied to their request sending two photos of the item, many more emails when I had kindly asked for them to send the missing piece to correct this issue again explaining

Business

Response:

We received contact from a customer on SEP [redacted] 2013 AT 6:47PM (UTC). This let us know there was an issue with the model. In order to determine what was missing and to assist, we replied and asked for pictures of what was received. We received no communication in reply and had no phone number to contact at that time.

We realize that sometimes email filters can mark items as spam and maybe this was the case???

We emailed her after receiving the letter from the Revdex.com on Feb [redacted], 2014 at 8:29PM (UTC). We still received no reply. We also called and left a voicemail with contact details the following day. Subsequent calls went straight to voicemail.

No contact from the customer has been received beyond the letter since Sept [redacted]. Further, before the letter, there was only ever one email received from the customer. No other attempts were made.

We are more than willing to assist the customer with getting them a reprint for any issues involving a manufacturing error or resolving this in any other reasonable way but we require communication in order to resolve.

Review: This is of course the 7th message I've sent regarding this issue without resolution. Order ID: [redacted], Formal Complaint ID [redacted]. Jan [redacted] I ordered a polished bronze steel model, knowing exactly what your polished steel finish looks like, and was delivered an unpolished model. Your users have unanimously agreed this model is unpolished: [redacted] as well as 2 of your employees, on the forum and in correspondence. My client requires a polished model, and since this is not, I am requesting a refund to cover the costs to have it properly polished. Your customer service, while polite, has otherwise been abysmal by any standards, refusing any kind of resolution to this completely legitimate grievance.Desired Settlement: As I've stated in previous customer service emails, I would like a refund or a correctly polished replacement.

Business

Response:

This dispute turns on a misunderstanding related to the finishes of two of our 3D printing materials. [redacted] had ordered models in a polished nickel steel in the past. When he received a model in polished bronze steel, he felt that the finish compared unfavorably to the polished nickel steel. On January [redacted] filed a complaint because he believed that the model he received had not been polished at all. After an internal investigation, on February [redacted] Shapeways responded that the model had been polished, and the discrepancy [redacted] noticed was due to differences between the polished nickel steel finish and the polished bronze steel finish, not due to a lack of polishing of the model. From February [redacted] the dispute was elevated on the Shapeways side, with Shapeways maintaining its conclusion. On February [redacted] made it clear that he was still not satisfied with the finish. On February [redacted] Shapeways offe red [redacted] a free repolishing, which he accepted.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:My complaint is related to the abysmal quality of service I've received in my dealings with customer service. The attached image is of the model I originally received next to itself after Shapeways felt pressure 2 weeks after my initial contact to take it back to be repolished. Anyone can see there is a stark difference between the unpolished original and the polished version, negating the assertion that I 'misunderstood' what their polished bronze finish looked like. The only misunderstanding here is that of Shapeways concept of good customer service. Accusing a customer of the inability to discern what is clearly evident is a bad practice, and frankly a strange one to make in this day and age. From my initial contact until receiving the polished model I originally ordered was no less than 37 days. Though I can't leave their last questionably accurate message as the last word on the issue, I'm happy to close this complaint as resolved as my individual issue was indeed, eventually, solved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Shapeways appreciates that this complaint has been resolved and solved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I must emphasize that while my particular complaint was finally resolved after tremendous effort on my part, I truly hope Shapeways improves their customer service in the future to the point all legitimate complaints can be resolved in less than 37 days and without resorting to Revdex.com and Paypal disputes.

Sincerely,

Review: On October**, 2014 I placed an order for a number of 3D printed parts totally $491.38, order number [redacted]. On October [redacted] I went to their website to find out what the status was on my order. All of the parts I had ordered except for one, Swivel Cannons, had been printed. Without any notice from them, they canceled the Swivel Cannon parts (32 of them) and showed on the order page that $92.03 was refunded to me.

I paid for this purchase using my [redacted] account. I logged into my [redacted] account that day and found no such refund. I sent them an email via their "Contact Us" webpage asking where my refund was. I did not receive a reply. Over the course of 4 days I sent 6 emails asking where my refund was. I filed a complaint with [redacted]. I sent their [redacted] three emails, but still no replay from them that the money had been refunded. I then escalated the [redacted] complaint to a [redacted] claim against them.

I have been put off, passed the buck, and patronized by this company which refuses to even address the problem let alone actually refund the payment they owe me for $92.03. I've never received the Swivel cannon parts, which I paid forDesired Settlement: I want my [redacted] account credited for the $92.03 that they owe me.

Business

Response:

According to our FAQ's, "if at any point we determine that we cannot manufacture an item in your order, you will not have to pay for it. If we have not yet processed your payment, you will not be charged for the item. If we have already processed your payment, we will issue you a refund." The customer is notified via email, in the case an item cannot be manufactured. Given the complex nature of 3D printing, we cannot produce every file into a physical product. Further, our policy states "it may take 3-7 business days for the refund to appear in your account." The refund was processed and delivered to the customer by December*, 2014 - still within our stated time frame. It would have been processed sooner; however, a dispute was opened within [redacted] causing the inability to refund the customer until resolved. We never intended this situation to escalate this far. We apologize for the delay and any inconvenience caused; our motive was never to deceive or deny our customers. Source: https://www.shapeways.com/support/faq

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

That's fine and dandy BUT you printed those parts successfully before, I have the prints to prove it, and you could have contacted me and ASKED me what I wanted to do, but no, that's too much trouble to actually try to help your customers. And had you contacted me and actually asked me what I wanted to do, I would have told you to print them in white strong rather than black strong.It took you 12 days to refund my money while your people lied to me claiming it was refunded when it wasn't, you patronized me, you refused to answer my emails, you passed me on to other customer service reps (I have emails from a half dozen different people). Just admit it, you have the worst customer service department of any company on the internet.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I bought these dice that they create and I thought they were made like real dice which is hard plastic. The cost the 9 dice of different color was very high price and I thought the dice would be solid hard plastic. Instead they were made of thin light plastic almost felt like hard cardboard. I returned them to the place where I bought them and they refused to refund after this women named Nicey had said no problem just return them for a refund. They said later no refund after I returned because they were made just for me they say. My name was not printed on the dice and I didn't touch or used them and just left them in their plastic bag holders. I did a charge-back with my credit card and I was refused the charge-back because of their policy. The dice product is fraid and now they kept telling me to accept a return of the dice. I will not accept the dice back to refuse and they will go back to the company. They got me so upset that I did make threats to them and the guy that is acting very ingnorant about this whole thing whom is Michael W[redacted] whom I threatened also. I know I should not threaten people but they put pressure on me about their policy and wanted me to accept returns that I got very upset that I said some bad things to the company because they ripped me off charging over $22.00 for each dice and they are not real dice made of thin plastic like hard cardboard.Desired Settlement: I just don't want anything from them just my money back. The dice are fraud and cost over $22 for each one of the 9 that I bought.

Business

Response:

Shapeways is a 3D printing marketplace where designers can offer their models for sale. When a consumer purchases a model from a Shapeways designer, Shapeways custom 3D prints that unique model for the individual customer and ships the model to the customer’s address. Because of the unique nature of every item printed, Shapeways maintains a strict cancellation and return policy at [redacted]. We also offer a variety of materials sample kits for customers unfamiliar with 3D printing materials at [redacted] ordered a number of models from Shapeways. When he contacted Shapeways customer support he was informed of the Shapeways return policy. In respond to this policy, which did not allow returns in his specific situation, over a series of emails [redacted] threatened the frontline customer service agent with physical violence ([redacted]). In light of these threats, [redacted] case was brought to my attention as General Counsel. In response to an email that once again informed [redacted] of our policy, that we would be happy to return the dice to him, and thta any additional threats of physical violence would result in a complaint to police. [redacted] responded with a series of emails focusing on my religious background (“[redacted]).Despite [redacted] invective, because of Shapeways’ commitment to customer service we have refunded him the purchase price of the dice.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have apologized to the company for my harsh and nasty emails. I will never write such things again ever to any one. Sincerely,[redacted]