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WHO: Sugar and Spice Costumes / SugarNSpiceCostumes / Kittencheshire

WHERE: http://www.sugarnspicecostumes.com/ , http://sugarnspicecostumes.tumblr.com , http://www.furaffinity.net/user/sugarnspicecostumes/

WHAT: Artistic Liberty Fursuit, won in auction on FurBuy in late 2013.

Proof of Purchase: [Payment Pic 1, 2]

WHEN/EXPLAIN: The original due date was around April 2014. I had been a bit late in getting a DTD to them, so I was not pushy at first. They also had some convention orders to address, so it wasn’t until a full year after the initial purchase that I reached out via email.

[Email 1]

After this came the drought of absolutely no contact. I started looking at their various webpages for other emails and began CC’ing those in with the hopes that that one of them would restart some contact.

[Email 2]

As one can see, my efforts were not successful. I received advice from a few people to post here or to try reaching out to the makers through Twitter. I attempted the latter and managed to get in contact.

[Twitter Post 1]

My hopes at this point were rather high, so I went and asked for communication details and an update as to where things were.

[Twitter Post 2]

However, I found more of the same: no contact for nearly another two months with no end in sight on a commission I paid in full nearly three years ago. I feel as though I have been kind and cordial in my attempted interactions. I feel as though I’ve been a decent customer, but I don’t feel as though I’ve been treated as one. And I have no idea what to do at this point.

UPDATE: 2017/09/07 Back in February, I went through my usual endeavor to gain contact. This time, I decided to be far more direct in my statements and chose FA as my route. Well, it's now September, and the message was never even opened!
[The Message]

Over the summer, I noticed more people getting vocal about this issue, leaving little shouts on their page along the lines of, "Hey, I've been waiting since XXXX" <-- Insert year here. Woo, I'm not alone! Again, I took the opportunity, having waited without an answer to my message from February. Their response is what you see linked below. They closed their FA, claiming abuse. Now, I looked at their Trello and saw that the suit was still in the queue, and it was slated for an August completion. I decided to wait. August is over, so here's what I have to say.

[The Response]

SnS, I'm not the abuser. I'm the victim. At this point, you've essentially stolen from me. I have literally no power here. FurBuy can't do anything. We're well past PayPal's period of influence, so all I have left is to complain--and complain loud enough until maybe you listen, or until somebody listens who might be able to help me. I paid you promptly in 2013. I sent you everything you asked for, and after four damn years, it is my right as a customer to pursue this problem! I am the one who has been abused here. You have abused my trust, my patience, and my health.

UPDATE 2: 2018/11/1 In January of 2018, I did manage to get in contact with SugarNSpice through an email that actually works. I've put my email chain in here again to prove a few points. First, my message had an emotional element. This has been a stressful thing for me other the years, could we please bring it home. I've had so many questions that have just gone unanswered. Second, the response just seems flat. No sincerity at all here. It's been five freakin' years. And there is another promise to have the queue cleared out by June.

[2018 Email]

The next image shows that once again this time frame has slid. It also shows that I am still being dragged through the queue. I just don't understand how many iterations of action-->excuse-->timeshift can be taken before there are real consequences.

[2018 Queue]

See you all in another year when I update again.

Artist's beware has moved!
Do NOT repost your old bewares. They are being archived.


( 5 comments — Leave a comment )
Oct. 4th, 2016 06:06 am (UTC)
I always find it really fishy when people claim they've been locked out of every possible means of contact but even if that's the case, it's never a passable excuse in my book. You can't just throw your hands up and wait for your clients to jump through hoops to contact you.
For what it's worth, I will confirm that you were more cordial and more patient than I(and many others) would probably be in your position and I'm sorry to see that courtesy not returned to you. I hope you are able to resolve this, and soon!
(Deleted comment)
Oct. 9th, 2016 02:36 am (UTC)
This oddly makes me feel guilty, and it's not from anything I've done.

The owner (Kittencheshire) is very nice, I was friends with them on Facebook for a while. They posted fursuit stuff regularly until a situation occurred and, well, I didn't see much after. Looking on the FA you linked I see they've posted new fursuits but they regularly posted about opening for commissions for emergencies and the like so I really hope others are not in the same predicament as you.

The "locked out" excuse kills me. A business owner makes sure they have reliable contact with their clients and if something occurs they go out of their way to get back into contact instead of having the customer try to get a hold of them.

If it helps at all, they are not active on FurAffinity. I have seen them post to fursuit groups on Facebook in the past but I'm unsure if their name changed or what. :(
Lindsay Jordan
Oct. 10th, 2016 02:15 am (UTC)
So not cool.
Wow this is absolutely ridiculous. I think them giving you the run around for a suit for this long is 100% unacceptable.
I've been seeing them make a lot of premade items incuding a Halloween themed suit.
Their Instagram account was just updated 2 days ago. @Sugarnspicecostumes
They seem to defenitely pull/play the emergency commissions card a lot.
Thank you for stepping foward with your story.
I hope they address this problem and make you the suit you've been owed for almost 3 years.
(Screened comment)
Oct. 18th, 2016 02:58 pm (UTC)
Screening this comment because it contains personal information. Screening will still allow the OP, yourself, and mods to see it. Please do not delete this comment.
( 5 comments — Leave a comment )


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