Sign Factory, Inc.

I submitted an order for custom 4" lettering from the Sign Factory on August 26, 2014. The company took it upon itself to change the order from 4" lettering to upper and lower case lettering. When I contacted the company and informed them I was not satisfied with the order, the owner, Ryan Kivimagi, gave me the run around. Ryan claimed not to understand my definition of "capital" letters and stated that industry standard called for the company to provide upper and lower cased letters. I reminded Ryan that my order specifically stated that all letters were supposed to be 4" and Ryan continued to ignore the mistake. Ryan ignored my correspondence, claiming not to understand what I was communicating to him. He added insult to injury be stating that he would provide a discount on redoing the order by giving me half off to redo the order if I would pay for shipping. I refused Ryan's "offer" and stated that I should not be held responsible for a mistake his company made. I demanded that Ryan make the order right. Ryan refused to admit the mistake. I finally filed a complaint with the Better Business Bureau in Minnesota and again, Ryan continued with the stance that he did nothing wrong. This time with the BBB involved, his offer changed from redoing it at a cost of half off to me, plus shipping to redoing the order if I would pay for the shipping. I refuse to pay any further money for an order that should have been done right to begin with. If Ryan wants to make this customer happy, he'll do what is right and redo the order as it was originally submitted, 4" lettering, not what he claims to be "industry standard." I cannot in good faith recommend this company to future customers. My warning would be caveat emptor or buyer beware. If you do not specifically spell out exactly your order to Ryan and the Sign Factory, be advised Ryan will change your order to what he thinks it should be. If you call him to task on it, be advised he'll never admit he made a mistake and be prepared to get a run around from him. Ryan will patronize your intelligence and dare you to file a complaint. I am more than frustrated with the service of Sign Factory. This was a special surprise for my granddaughter and now I have to find another vendor who can deliver what this company was paid to do in August, 2014.