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Client Beware: Bakasnowbunny

WHERE: http://www.furaffinity.net/user/bakasnowbunny/ and https://mobile.twitter.com/BakaSnowBunny

WHAT: Partial fursuit commission, later refunded.

WHEN: February 22nd; payment was held until March 14th. http://www.ezimba.com/work/160525C/ezimba13736210837000.jpg
Refund issued on May 20th. http://www.ezimba.com/work/160525C/ezimba13736230758000.jpg

PROOF:
PayPal transactions are above.
Unfortunately my Gmail isn't letting me retrieve the emails sent from February to March. I updated them weekly as I was working on other commissions for clients whose payments were received before hers. I'll explain what went down in those emails below.
Initial reference sheet given:
http://www.ezimba.com/work/160531C/ezimba12682757348300.jpg
Colors change from pink to purple (were pink on the reference sheet, later change to purple when the design changes)
http://www.ezimba.com/work/160531C/ezimba12682780450500.png
http://www.ezimba.com/work/160531C/ezimba12682799660500.png
She asks about the color again 2 days after ordering the fur, which she had approved then. The new reference comes up a few days after this but I can't seem to find that e-mail.
http://www.ezimba.com/work/160531C/ezimba12682770468700.png
Having the nose moved:
http://www.ezimba.com/work/160531C/ezimba12682757572500.png
http://www.ezimba.com/work/160531C/ezimba12682773362000.png
http://www.ezimba.com/work/160531C/ezimba12682799789500.png
http://www.ezimba.com/work/160531C/ezimba12682743573300.png (in reference to where the nose was first)
Her asking about the dots above the eyes when I mention the ones UNDER the eyes (so maybe there's another dot not on the reference sheet?):
http://www.ezimba.com/work/160531C/ezimba12682743277600.png
http://www.ezimba.com/work/160531C/ezimba12682713249500.png
http://www.ezimba.com/work/160531C/ezimba12682759983300.png
Me refunding her, starting with the tail issues: http://www.ezimba.com/work/160525C/ezimba13736274181200.jpg
http://www.ezimba.com/work/160525C/ezimba13736210648100.jpg
http://www.ezimba.com/work/160525C/ezimba13736214488700.jpg
http://www.ezimba.com/work/160525C/ezimba13736215937600.jpg
http://www.ezimba.com/work/160525C/ezimba13736241789200.jpg
http://www.ezimba.com/work/160525C/ezimba13736254110500.jpg
http://www.ezimba.com/work/160525C/ezimba13736269066900.jpg
http://www.ezimba.com/work/160525C/ezimba13736260942300.jpg
http://www.ezimba.com/work/160525C/ezimba13736269846400.jpg
http://www.ezimba.com/work/160525C/ezimba13736220547700.jpg
http://www.ezimba.com/work/160525C/ezimba13736285150000.jpg
http://www.ezimba.com/work/160525C/ezimba13736288180900.jpg
http://www.ezimba.com/work/160525C/ezimba13736249328300.jpg
http://www.ezimba.com/work/160525C/ezimba13736264931200.jpg
http://www.ezimba.com/work/160525C/ezimba13736286129200.jpg
Twitter posts: http://www.ezimba.com/work/160525C/ezimba13736274107100.jpg
http://www.ezimba.com/work/160525C/ezimba13736299628000.jpg
http://www.ezimba.com/work/160525C/ezimba13736297296300.jpg
Her boyfriend sent me notes on FA, again blaming me for her depression: http://www.ezimba.com/work/160525C/ezimba13736275769200.jpg
FurAffinity journal about me: http://www.ezimba.com/work/160525C/ezimba13736275402700.jpg

EXPLAIN: In late March I started working on my clients fursuit. I should have refunded them then, because despite saying that she was patient she would ask for changes (the nose, for instance, was moved 4 times), questioned how I did things compared to others (not as a compliment, as if I was doing it wrong) and she gave me odd measurements (I have it recorded that her hip to heel measurement is 44" and the head size changed three times). I was sent two different reference sheets, which changed in late March again. I was incredibly patient until we got to the tail, in which the furs she picked out herself were apparently not long enough, and she questioned how I made it. At this point I put my foot down and decided to refund her. She threw a fit at work, blamed me for her depression, sent her boyfriend after me, posted about me on Twitter and then later made a journal after the supplies arrived.
She would not give me her PayPal address or shipping address so I had to find them through PayPal myself; she switched off receiving payments while I looked too (as there was a period of time where she wouldn't answer my emails). She was taking PWYW commissions during this time so that's how I know she switched it off on me.
I sent her everything I had involving the commission: fabric, the base, feet, tail, claws, patterns, etc. I was more than halfway done with the commission when it was refunded which is why this situation is difficult.

A week after canceling her father decided to contact me on behalf of the commission. He sends me very threatening e-mails and demands a larger refund than what I had given her. He even gives me his phone number and asks me to call him (which I don't do; the phone number was sent in a side e-mail that I did not include because it solely contained the number alone).
http://www.ezimba.com/work/160531C/ezimba12682752279400.png
http://www.ezimba.com/work/160531C/ezimba12682791641300.png
http://www.ezimba.com/work/160531C/ezimba12682783556000.png
http://www.ezimba.com/work/160531C/ezimba12682771676200.png
http://www.ezimba.com/work/160531C/ezimba12682776155700.png
He also forwards me the first set of measurements I was sent which I have left some notes on.
http://www.ezimba.com/work/160531C/ezimba12682757783500.png

There is an error somewhere where I mention her shoe size is US women's 8 instead of 10 1/2. I have it marked that I got her 10 1/2 shoes.
http://www.ezimba.com/work/160531C/ezimba12682740583600.jpg
http://www.ezimba.com/work/160531C/ezimba12682788472100.png (The purchase through eBay)

Do not work with this individual. It's unfortunately one of those situations where you just can't please someone, no matter how hard you try.

EDIT June 1st 4:30PM: More tweets about me.
http://www.ezimba.com/work/160602C/ezimba12682785868100.png
http://www.ezimba.com/work/160602C/ezimba12682749512500.png
http://www.ezimba.com/work/160602C/ezimba12682723872100.png

EDIT June 4th 6:45PM: Found this in my spam as I was looking for an e-mail from another artist that accidentally went there. My parents are fully aware of the matter and will not be contacting him as they helped me with the number crunching with the refund and relaying of e-mails with him.
http://www.ezimba.com/work/160605C/ezimba12682792641600.png

EDIT June 9th 7:00PM: Came home to see that the client (or her father) issued a chargeback on my account.
http://www.ezimba.com/work/160610C/ezimba12682772759100.png

EDIT July 27: A second chargeback has been issued by the father.
http://www.ezimba.com/work/160728C/ezimba19677183466200.png

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Comments

( 268 comments — Leave a comment )
Page 1 of 5
<<[1] [2] [3] [4] [5] >>
tylociraptor
May. 31st, 2016 12:11 am (UTC)
After reading through all of this- her responses, her public ... hissy fit? I can't think of any other way to describe it... and her father emailing you on her behalf, I was about to comment that this is why you should not do business with minors.

Then I saw her FA page lists her as 24. That was shocking.

Her behavior was appalling, and I'm impressed that you were able to keep your cool and respond politely, curtly, and professionally to everything here.

Beware more than well warranted.
laughsatthunder
May. 31st, 2016 12:17 am (UTC)
Does her page say that she's 24? All this time I've been thinking she was 21, maybe it was in one of the first e-mails she sent me. Now that's more shocking.

I was NOT prepared for the e-mails from her father, they came a week after the refund was sent and 4 days after the packages arrived. It made my stomach churn when he kept demanding this extra $400 that I explained where it went to. I guess he doesn't understand that artists are being paid to do a job not solely for the price of materials, otherwise we'd have nothing to live off of.
(no subject) - tylociraptor - May. 31st, 2016 12:20 am (UTC) - Expand
duster
May. 31st, 2016 12:19 am (UTC)
Hoooooly shit what a mess. The commissioner's childish attitude and guilt tripping, the boyfriend and dad coming down on you when they're not involved, what a nightmare. Avoiding this person for sure.

Without looking at the FA page I thought she was a minor like tylociraptor said. Yikes.

Edited at 2016-05-31 12:19 am (UTC)
takesu
May. 31st, 2016 02:57 am (UTC)
Just adding my 2 cents here, but I always thought the down payment was to pay for the materials and/or labor. And since OP canceled on them, shouldn't the refund include the down payment minus the labor/supplies? Or is that a different with each artist?
dergish
May. 31st, 2016 03:06 am (UTC)
Most fursuit makers already have supplies on hand. The down payment is used to secure your spot in line/to make up for the work the maker is losing if you cancel.

Edit: Just to clarify- if the fursuit maker cancels they should be refunding in full. Makers don't get to cancel on their clients and keep payments. The down payment is only to protect against clients, not makers, canceling.

Edited at 2016-05-31 03:08 am (UTC)
(no subject) - kattotang - Jun. 1st, 2016 10:15 pm (UTC) - Expand
(no subject) - laughsatthunder - Jun. 1st, 2016 10:16 pm (UTC) - Expand
(no subject) - kattotang - Jun. 1st, 2016 10:27 pm (UTC) - Expand
(no subject) - straychowchow - Jun. 7th, 2016 05:17 am (UTC) - Expand
(no subject) - dergish - Jun. 1st, 2016 10:27 pm (UTC) - Expand
(no subject) - kattotang - Jun. 1st, 2016 10:29 pm (UTC) - Expand
(no subject) - laughsatthunder - Jun. 1st, 2016 10:31 pm (UTC) - Expand
(no subject) - kattotang - Jun. 1st, 2016 10:36 pm (UTC) - Expand
(no subject) - dergish - Jun. 1st, 2016 10:42 pm (UTC) - Expand
(no subject) - kattotang - Jun. 1st, 2016 10:58 pm (UTC) - Expand
(no subject) - straychowchow - Jun. 7th, 2016 05:17 am (UTC) - Expand
dergish
May. 31st, 2016 03:59 am (UTC)
That was a lot to deal with and you handled it well. You can't avoid difficult situations, they come with the commission territory. If I can here are a couple suggestions that might make another situation like this go smoother:

- Only communicate with the person who pays you. Put this in your ToS. When her dad and boyfriend contacted you this would have allowed you to tell them that you were not at liberty to discuss a private transaction ending the conversation.

- If you need to refund a customer don't send work done. It takes more time and more money but if you have to cancel on a customer refund them in cash only. Make sure it's spelled out in your ToS that you will refund in cash and sell what you've done so far. Refunding in cash means there's no room to split hairs over what has been done and what you deserve as compensation.

Sorry you had to deal with this but great job keeping calm.
jebboy
May. 31st, 2016 04:06 am (UTC)
Jfc
If it was possible I'd want a beware post on the father and boyfriend too. That is not okay and to be honest I might of just called the police on her dad.
bamwowza
May. 31st, 2016 11:54 am (UTC)
How how horribly she types(writes?) looks so frustrating, especially when you're making something that has to be so specific.
It was bad enough that the boyfriend got involved, I honestly did not see the dad actually getting involved just because of how outrageous that all sounds!

I'm so sorry you had to deal with all of this, you handled it very professionally.
But thank you for this beware as it is VERY well warranted.
likeshine
May. 31st, 2016 12:32 pm (UTC)

Just wanted to say, good on you for standing your ground and sticking up for yourself.
likeshine
Jun. 3rd, 2016 12:22 pm (UTC)

Ack, didn't realize OP kept the deposit after they cancelled. Reading comprehension fail on my end.
(no subject) - laughsatthunder - Jun. 3rd, 2016 01:04 pm (UTC) - Expand
(no subject) - straychowchow - Jun. 7th, 2016 05:15 am (UTC) - Expand
(no subject) - straychowchow - Jun. 7th, 2016 05:18 am (UTC) - Expand
jellyfishee
Jun. 1st, 2016 01:44 am (UTC)
WOW

No one else should have been getting involved except the client, especially if she's an adult. Her throwing a fit and putting her job in jeopardy is no one's fault but her own.

As for the down payment, you really do need to refund that. Down payment is to protect the artist from the client pulling out of the contract, not the other way around. You cancelled the contract, so that down payment belongs to the client.
(Deleted comment)
(no subject) - mortymaxwell - Jun. 1st, 2016 11:03 am (UTC) - Expand
(no subject) - clockmagic - Jun. 1st, 2016 06:37 pm (UTC) - Expand
(no subject) - straychowchow - Jun. 7th, 2016 05:18 am (UTC) - Expand
whoop_zi
Jun. 1st, 2016 05:08 am (UTC)
i am in shock at the dramatics on her end, hooooly cow. major kudos to you for sticking to your guns and keeping it professional.
jessibean
Jun. 1st, 2016 06:13 am (UTC)
I am just baffled at what i just read. This entire situation is ridiculous - good on you for standing your ground.

The cries for attention really bother me, especially the "begging to be killed".... over a /fursuit/? Also the "I don't want a refund because my dad will say I told you so" made me do a double take. Beware well deserved
spartanwerewolf
Jun. 1st, 2016 08:03 am (UTC)
Wow, what a nightmare! Reading that twitter meltdown just... yikes. Kudos to you for sticking to your guns and forcing the refund, this is the kind of client none of us want.
mortymaxwell
Jun. 1st, 2016 09:26 am (UTC)
TOS
I agree with other people who have said the downpayment needs to be refunded, because you canceled the commission.

The family's behavior is abhorrent, but I can understand why the father is upset. When I looked at your terms of service, your refund policy is vague. You say that the 30% is non-refundable if a client cancels or they can't keep up with making payments.

You don't address what will happen if you cancel or if the commission is canceled for the client having poor communication/inappropriate behavior.

http://furredthingsfurst.wix.com/sarahcat-fursuits#!terms-of-service/cjk7

Another problem to me is you are inconsistent with what you call the 30%. On your website, it is a downpayment. In your initial e-mail with your father it is downpayment. In another e-mail with the father, it is a deposit.

I understand a downpayment versus a deposit to be what Sable outlined here, http://artists-beware.livejournal.com/847469.html?thread=31013229#t31013229.


Edited at 2016-06-01 09:40 am (UTC)
mortymaxwell
Jun. 1st, 2016 09:43 am (UTC)
The beware I think is very well deserved and I think you did a good job handling the matter. I imagine it must have felt very stressful when the boyfriend and father became involved.
tifaria
Jun. 1st, 2016 04:13 pm (UTC)
Chiming in to agree that you should be refunding the down payment. Honestly, I'm just as put off by you not refunding it as I am by the client's behavior. Her meltdown is very much Not Okay, but neither is keeping that money.

I felt like at least her father came off rather politely, even if it wasn't his business to butt in.
straychowchow
Jun. 7th, 2016 05:26 am (UTC)
The down payment actually was included in the original refund, according to my math.

http://artists-beware.livejournal.com/908926.html?thread=32234622#t32234622
mortymaxwell
Jun. 1st, 2016 05:50 pm (UTC)
I agree. Since Sarah's TOS uses the word downpayment, I feel she should honor that. Retroactively calling a downpayment a deposit, (http://www.ezimba.com/work/160531C/ezimba12682776155700.png), now that someone wants their money back feels like very poor form to me.
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