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Beware: OneFurAll Studios

WHO: OneFurAll Fursuits

WHERE: www.onefurall.com
https://www.furaffinity.net/user/onefurall


WHAT: One fullsuit of my character Andi along with an extra set of wings, an extra tail and a wig for $2650

WHEN: September 2012 – August 2013

PROOF:
https://www.dropbox.com/s/t7te7w18fyxs4hn/OFA_paypal.png
https://www.dropbox.com/s/c988quvse5nd572/OFA1.png
https://www.dropbox.com/s/jbwusybrty7m0el/OFA2.png
https://www.dropbox.com/s/2fvydx7drqoz1af/OFA3.png
https://www.dropbox.com/s/tnb4aj2g7wsiw6p/OFA4.png

Explaination below cut.


EXPLAIN: After a lot of research and careful deliberation over who I thought would best construct my jackalope type character, Andi, I felt secure in my choice with OneFurAll and messaged them for a commission in mid July 2012. (I cannot remember the exact date I filled out their commission form via their website.) I received first correspondence back from the owner, Scribblefox, on July 26th , 2012. I responded immediately with the extras I had wanted that would change the general quote he gave. It took them until September 2nd , 2012 to respond back to me again. Due to the month that had elapsed since last contact, they decided to discount my commission and I agreed to pay a total of $2650. I paid in full on September 3rd, 2012. It was agreed that my fursuit would be completed in time for Rainfurrest 2013. After this, I did not receive any contact or updates from them.

July 2013 rolled around and I still had not been contacted by anyone for the measurements needed for my suit. The FAQ page on their website states that they work via measurements and that most suit construction times are 10-14 days once the project hits the working table. As we were approximately two months out from the due date of my suit, I decided to contact them to figure out if my suit would be next on the table.

After having to practically publicly out their horrible communication, I finally got them to respond to me and was informed that not only would my suit not be ready by my due date, but that it would be a whole extra year of waiting before it would be my turn. I expressed my concerns and they offered up a partial refund of $1850 or expressed that I could remain on the queue. When I expressed my dissatisfaction over the options presented to me and brought up their terms of service policy that states customers may request a refund of 30% (which would be $795 in my case) they offered to pay for the cost to ship my suit, valuing it at $300+ dollars.

I decided that I would be satisfied with this offer if they would abide by some terms and conditions I set forth to try and protect myself from this happening to me again – basically that if they failed to deliver it to me by Rainfurrest 2014 as they were promising, that they would either refund me in full or pay for shipping AND return my 30% deposit as their TOS states.

They flat out refused to accept my conditions and reiterated that they would only pay for shipping and that I would have to trust their word that it would be delivered on time next year.

When I expressed my lack of trust and concerns over continuing to do business with them, their tone became increasingly more irritated as emphasized by the underlining in their emails and trying to guilt me by saying they already discounted my suit a great deal, were offering to pay for shipping and had given me free items (???). I have NO idea what these free items were. They still were forcing me to chose between doing business with them and waiting for another year plus $300 in shipping… or taking a partial refund and basically giving them $795 for not corresponding with me for a year.

I decided working with them after being treated like this was no longer an option so I asked for a refund in full. They said they will be giving me back a partial refund and keeping the rest of my money.

While their terms of service does state that 30% of the total is nonrefundable for materials, not only have they not purchased any materials for my suit (as they don’t even know what my measurements are) but they have also basically strung me along for a year with nothing to show for it and have treated me like it isn’t their fault that they missed my deadline.

I am EXTREMELY upset over this whole situation and would not recommend that ANYONE do business with these people. I am utterly appalled at their lack of communication and furthermore, the way they handle their own mistakes.

I will be waiting for the promised refund and if I do not receive it in full, I will be contacting paypal and/or my credit card to see about getting the rest of it back…



EDIT – (August 19)

After reading one of the comments below and re-evaluating their FAQ ("terms of service"), it became clear that even if their Terms of Service entitles them to keep my deposit, their wording defines this as 30% of a 50% deposit, not the 30% of the total they are trying to withhold from me. So I have sent them another email which may be seen here:
https://www.dropbox.com/s/fs77598tx2i3rte/OFA5.png


RESOLVED - (August 19)

I received a refund in full of $2650 to my paypal account at 4:30PM PST on August 19th along with an email addressing me by the name on the paypal account (which has been censored from the screen cap for privacy concerns to my mother who's name is stuck on the account despite all other information being my own) to confirm the transaction and end the dispute. This issue may be marked as resolved between OneFurAll and myself.
https://www.dropbox.com/s/hk2l3bail135zxy/OFAResolved.png
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Comments

( 71 comments — Leave a comment )
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clockmagic
Aug. 19th, 2013 12:17 am (UTC)
This is so very unprofessional and disrespectful to you. All I can say is I'm so happy you made an A_B on them.
I've someone who is in the exact same position you were in but unlike you they don't want to make a sound about it and are just "hoping" they'll get started on their commission one day.
neolucky
Aug. 19th, 2013 12:18 am (UTC)
It states in their own TOS that you may request a refund of your deposit should there be no work done to your suit. They can provide absolutely no proof of buying materials, working on your suit, or even putting man hours into your fully-paid-upfront project. They need to refund you in full if they can't prove they used the deposit the way they CLAIM they do.

Ignoring you for so long, guilt tripping you about "free items" and "generosity in price" is really disgusting behavior. Let alone blowing off the deadline they agreed to! In my eyes they voided their own policy by missing the deadline. To throw another one at you a year away is just bad ethics all around.

At this point I feel as though they are stealing that $795. If they had bought materials or put hours into it, I'd understand...but they have nothing to show for those long months. I'd initiate a chargeback for the rest, and call paypal as soon as you're able.
(Deleted comment)
missicee
Aug. 19th, 2013 01:10 am (UTC)
The thing is... I DID actually want a costume from them... until they completely blew off my deadline and likely weren't even going to inform me until I chased them down...

I had NO problem with them keeping that money if I decided I no longer wanted the commission out of the blue due to my own mistakes or disinterest. The only reason I am cancelling is because of the way they are handling this huge mistake on their part... and I feel like I shouldn't have to pay because they fucked up this big...

I would gladly have kept my commission with them had they actually treated me with respect and addressed my concerns with equal concern on their part... but they didn't. I was given a lot of generic copy paste excuses and had to ASK them to treat me more fairly because their first email conveyed that they thought me waiting a whole extra year was no biggie. And so I don't honestly trust them anymore to deliver what they are promising.

I get that their terms of service states the 30% is non refundable... but when they've basically screwed me out of a year of my time and have NOTHING to show for it, I feel fully entitled to getting that back as compensation for the way I was treated. Because giving someone the option of either losing $800 or being forced to wait a whole extra year is just not acceptable. It should be a "well you can wait an extra year and we'll pay for shipping" OR "you can get a full refund since we haven't even started your work yet"


As for the $3,100, I'm not sure where they got this figure as it was mentioned NOWHERE in my initial quotes... Given its timing in the conversation, I feel like they were trying to inflate my original quote to guilt me into feeling like I was being unreasonable... that or they are trying to apply the costs of their current quality to the commission I placed a year ago...


And yes. Lace and Lacy are different people. Lace is a male.

Edited at 2013-08-19 01:23 am (UTC)
(Deleted comment)
(no subject) - missicee - Aug. 19th, 2013 02:30 am (UTC) - Expand
(no subject) - neolucky - Aug. 19th, 2013 03:03 am (UTC) - Expand
(Deleted comment)
(no subject) - neolucky - Aug. 19th, 2013 04:39 am (UTC) - Expand
matrices
Aug. 19th, 2013 12:41 am (UTC)
See if you can discuss it with someone else in the company as well. Lace has been the one answering the most current emails, any chance of bringing it to Jared/ScribbleFox's attention to have his comment on this situation? One Fur All hires people to help with the business. So it might be possible to bring this to the attention of a manager.
ljmydayaway
Aug. 19th, 2013 01:07 am (UTC)
Wooooow. It says right in their FAQ that if THEY miss the deadline (which, oh hey, they did) you could get a full refund.

That's incredible. I would be taking it to small claims court if you can.
artic_dragoness
Aug. 19th, 2013 01:12 am (UTC)
I'm not sure if paypal can or will help you. Here's some relevant pieces of their user agreement:
"To be eligible for PayPal Purchase Protection you must meet all of the following requirements:...
...Open a Dispute within 45 Days of the date you sent the payment, then follow the online dispute resolution process described below under Dispute Resolution. For Pay After Delivery transactions you must open your Dispute within 45 Days of the date of your transaction.... (it's been almost a year)
...13.3 Ineligible Items. PayPal Purchase Protection only applies to PayPal payments for certain tangible, physical goods. Payments for the following are not eligible for reimbursement under PayPal Purchase Protection:...
...Custom-made items...(like suits)
...Even if your payment is not eligible for PayPal Purchase Protection, you can file a Dispute and try to resolve the issue directly with the Seller; however, PayPal will generally not find in your favor if you escalate a Dispute to a Claim for an item which is not eligible for PayPal Purchase Protection."
Your best luck might be your credit card company.

I could understand them keeping some money if the materials were bought/cut, but not that much for their mistake. The 30% rule boggles my mind. It's like saying that their time - with no work completed - is worth $450 for a $1.5k suit, but somehow $900 for a $3k suit? I hope this doesn't go against the "criticism of monetary value" rule, but I'm honestly confused on how huge differences in non-refundable deposit, with no work completed, can be justified.
missicee
Aug. 19th, 2013 01:17 am (UTC)
Thank you for the information! If I have to, I will definitely try the credit card company first...
(no subject) - neolucky - Aug. 19th, 2013 01:19 am (UTC) - Expand
(no subject) - missicee - Aug. 19th, 2013 01:26 am (UTC) - Expand
(no subject) - neolucky - Aug. 19th, 2013 01:30 am (UTC) - Expand
zaulankris
Aug. 19th, 2013 01:43 am (UTC)
Super not cool, man! I'm sorry you had to go through that :/

I agree, even a nonrefundable deposit should be given back if the artist appears to be making no effort to do the work they've been paid for. There's a big difference between "I changed my mind, I want to cancel" and "if you're not going to make my thing, give me my money back".
xeshaire
Aug. 19th, 2013 01:59 am (UTC)
Oh man I feel so sorry for you, I really hope you can call PayPal and resolve the issue, this is horrible and just not acceptable. :/ I planned on commissioning them but thanks to this warning I completely changed my mind.

viothefoxbird
Aug. 19th, 2013 02:05 am (UTC)
Sadly, this does not surprise me in the least.
Having tried to commission them myself before in the past, I can definitely say their communication is beyond dreadful. It took over a month to get a reply, and I had to shout on their FA pages and note them before they even looked at the email.
I also have a friend trying to get a suit from them right now, they keep pushing his completion date farther and farther back. He's now been waiting over a year. I really hope he gets it :(

I've heard rumors of people who have been waiting nearly a decade for their suits from him, though I'm not sure how true that is. I know for sure I've seen people who've waited 3+ years.

It's very sad. If they ever get their shit together I would love to commission them, but as of right now it seems like risky business :(
clockmagic
Aug. 19th, 2013 02:53 am (UTC)
My friend has been waiting two years on their waitlist unfortunately, but a decade!? How are they getting away with this so easily!??
(no subject) - plateromarten - Aug. 19th, 2013 02:55 am (UTC) - Expand
coyote_feathers
Aug. 19th, 2013 02:26 am (UTC)
A guy local to me has been waiting well over a year (maybe two?) for even a reference sheet from them, and of course he hasn't heard a peep about the actual suit. Put it this way: my suit was paid for, built and shipped to me all within the time-frame that he was waiting to hear back from them about reference artwork. He had put down his down-payment long before I had even decided on a maker for mine. Needless to say, they've missed two or three of the deadlines he's set, with no apology or anything.

I actually suggested he post here a while back, when he was desperately trying to get them to answer his emails. I doubt he will, but all the same... I'm not terribly surprised that they're pulling this on other people.
missicee
Aug. 19th, 2013 02:39 am (UTC)
I'm honestly shocked they haven't been posted here until now what with all the people coming out and saying they know someone who's also been treated like this... I tried to do some thorough research when I went to commission a fursuit and what I found was that they were a bit slow on communication times but never saw a complaint about them completely blowing off deadlines without word :C I wish everyone HAD stepped up and said something because god knows I NEVER would have considered them had I known this is how awful my experience would be and that it's pretty par for them. I would have probably also had my suit for this year's convention too had I decided to go with someone else ;__;

I think everyone who's had issues might just be afraid that coming out with the truth about someone who has a big name would end up with people attacking them for saying negative things about a well known company. And I honestly think perhaps that might have been why they seemed to feel it was totally OK to treat me like this - because most are probably afraid to tell them it's not acceptable nor is it professional behavior.

So sorry your acquaintance/friend is dealing with this too...

Edited at 2013-08-19 02:40 am (UTC)
D: - fayecover - Aug. 19th, 2013 03:33 am (UTC) - Expand
ranlur
Aug. 19th, 2013 02:57 am (UTC)
ugh. This sucks. They're the only big name suit maker I've seen so far that make decent feline suits. Guess I won't be going to them. Thanks for the heads up, and best of luck getting your money back.
phoenixsrequiem
Aug. 19th, 2013 06:25 am (UTC)
Bycats4cats is a good feline maker too :)
laceaurora
Aug. 19th, 2013 04:13 am (UTC)
From OneFurAll Studios
Icee,

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
missicee
Aug. 19th, 2013 04:24 am (UTC)
Re: From OneFurAll Studios
"It has been my job to handle online communication and resolve issues regarding any mistakes in scheduling."

Then why was I not contacted about this months ago?? If this person was around for only a couple of months, this should have been brought to my attention AGES ago. I understand you may have stuff backed up from 5 years ago but does it honestly take you a year to respond to all outstanding commissioners?


"we have told you and agreed to complete your suit either for or before RF 2014"

Yes but how can I trust you when you've already proven yourselves untrustworthy? I asked you to agree to terms and conditions that would protect me should you not follow through again and you flat out refused leaving me feeling extremely uncomfortable about continuing.

"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."

I contacted another user who you had made a suit for to find out what he was charged for shipping out of curiosity when you put your offer on the table. He told me he was not charged AT ALL to have his suit delivered in person so he had no idea what you would charge to have a fursuit shipped. So why would you charge me to deliver it in person unless you were giving this other commissioner some sort of special treatment? Furthermore - how is promising to bear weight on a charge and then not actually having to pay for anything any kind of compensation for an error? That is extremely telling of how you feel about your clients and making amends for your mistakes...


"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. "

You told me you did not agree period. Not that you did not agree with selected terms and agreed to all others. You flat out said you did not agree.


"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."

I suggested that as one of my first options and you counter-offered to pay shipping instead. I brought it up again as a term should you fail to deliver it to me by Rainfurrest 2014 as you were promising - which you did not agree to.



Edited at 2013-08-19 04:33 am (UTC)
Re: From OneFurAll Studios - neolucky - Aug. 19th, 2013 04:24 am (UTC) - Expand
(Deleted comment)
Re: From OneFurAll Studios - missicee - Aug. 19th, 2013 04:51 am (UTC) - Expand
Re: From OneFurAll Studios - artic_dragoness - Aug. 19th, 2013 05:05 am (UTC) - Expand
Re: From OneFurAll Studios - missicee - Aug. 19th, 2013 05:13 am (UTC) - Expand
Re: From OneFurAll Studios - rhazafax - Aug. 19th, 2013 05:24 am (UTC) - Expand
Re: From OneFurAll Studios - missicee - Aug. 19th, 2013 05:28 am (UTC) - Expand
(Deleted comment)
Re: From OneFurAll Studios - neolucky - Aug. 19th, 2013 10:43 pm (UTC) - Expand
Re: From OneFurAll Studios - sableantelope - Aug. 19th, 2013 05:40 am (UTC) - Expand
Re: From OneFurAll Studios - missicee - Aug. 19th, 2013 05:44 am (UTC) - Expand
Re: From OneFurAll Studios - epiceternity - Aug. 19th, 2013 03:43 pm (UTC) - Expand
Re: From OneFurAll Studios - missicee - Aug. 19th, 2013 03:49 pm (UTC) - Expand
Re: From OneFurAll Studios - artic_dragoness - Aug. 19th, 2013 05:27 am (UTC) - Expand
Re: From OneFurAll Studios - sableantelope - Aug. 19th, 2013 05:31 am (UTC) - Expand
Re: From OneFurAll Studios - sableantelope - Aug. 19th, 2013 05:31 am (UTC) - Expand
Re: From OneFurAll Studios - squeakstorm - Aug. 19th, 2013 06:11 am (UTC) - Expand
Re: From OneFurAll Studios - missicee - Aug. 19th, 2013 06:27 am (UTC) - Expand
Re: From OneFurAll Studios - celestinaketzia - Aug. 19th, 2013 10:33 am (UTC) - Expand
wolf_goat
Aug. 19th, 2013 07:28 am (UTC)
I can say this unfortunately does not surprise me. My ex commissioned OneFurAll a good number of years ago and it was all broken promises and awful communication. We found out even then that people in his queue had been waiting for 6 years - and that was not a rumour, that was at least one person we spoke to directly. Then in the end the head was sized wrongly and asymmetrical, presumably because the pressure was put on and we mentioned publicly posting about their business practices.

I thought they'd cleaned up their act in recent years but should have realised that a leopard doesn't change its spots.
duster
Aug. 19th, 2013 07:38 am (UTC)
I've heard rumors about bad business practices but not that it was this bad, yikes.
dirtiran
Aug. 19th, 2013 09:04 am (UTC)
My goodness, what a mess :/ Beware duly noted.
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