If you are on the market for a custom wrestling video, stay away from thunderkittens. Below is the email I sent to the management on March 26th, it details my experiences with this company. I have all the email evidence, snapshots of text messages and a snapshot of my receipt where I pay these people on Paypal, which verifies my story below. Please beware of these people, they have no business ethics whatsoever.
“Thunderkittens Management”
On February 6th, 2014 I paid you $250 via Paypal in exchange for a custom video that was previously agreed upon through a lengthy email exchange.
Later realizing that I never got a projected delivery date for my custom order, I emailed you again on February 10th to ask when I would receive my product, to which you replied “two to three weeks.”
On March 1st, after waiting well over the “two to three weeks”, I again had to contact you regarding the status of my order.
You replied the same day with an email, stating that you would call me, but due to my schedule, I was unable to speak with you.
On March 2nd, you sent me an email stating that the weather and family issues had prevented you from operating normally, but that on March 5th, you would begin normal operations and begin scheduling custom videos again.
I replied to you on the same day, requesting my money back as soon as possible, and that if you did not agree to pay me back for services that had not been delivered within the time initially agreed upon, then I would contact Paypal to see if they could help me retrieve my funds from you. In this email I gave you a 72 hour window to respond to me.
After waiting the 72 hours, and never hearing back from you, on March 5th, I submitted a case through the Paypal resolution center, and notified you immediately after by email to let you know that I had done so.
You immediately tried to call and text me. You seemed concerned all of a sudden about me as a customer, despite the fact that not once, had you ever seemed concerned about the fact that you had my money for an entire month, never notifying me of the extended amount of time that I would have to wait longer than agreed upon to get my custom video.
You sent me an email on March 5th, sharing with me your family situation and stating that as the cause for me not getting my custom video within the time agreed upon. In this email, you also stated that if I retracted the Paypal dispute, you would deliver to me my custom video “within the next two weeks”. (It is now well after that promised time)
Paypal denied to help me retrieve my lost money, as the said goods are considered “intangible”, and since they were not going to be physically shipped, then there is nothing that they can do for me with this case. This response was sent to me on March 5th as well, the same day I submitted the request.
I immediately notified you by email of the fact that Paypal would not do anything to help me retrieve my money from you, and that you could in fact take any of your customers money if they, like me, paid you through Paypal for something that they had to wait for you to produce and send via email.
You replied to me, assuring me that you were “not going to make off with my money”, but asked me to send my script again. At that point, it was obvious to me that I was never going to receive anything, being that an entire month after I paid you, and sent you my script, that you didn’t even have the script I initially sent you, but I sent it to you again as you requested.
After not hearing anything back from you about whether or not you even received the script, that I have sent to you twice now, I emailed you yet again to ask you if you got it on Friday, March 7th. To this you replied “got it”.
It is now March 26th, one week after the second “promised” date of delivery. And more importantly, twice now that you have lied to me during the course of this long overdue delivery of a product that I paid for in good faith. I still have nothing, and given your practices, it is not unbelievable to think that I will never get anything from you.
In conclusion, I have received nothing but awful customer service from your “company”. As a business owner, it is an expectation that you would be the one to notify the customer of arising situations regarding goods to be received. You have never taken the initiative in contacting me about anything. I have always had to contact you and ask you for what I have already paid for. The only time you did make an effort to contact me, was when you were temporarily threatened with the belief that you might be in trouble with Paypal, but you have obviously relaxed again since you found out you had the upper hand, because today I have neither my $250 or my custom video. You have refused me on more than one occasion to refund my money. So I am asking you for the last time to refund me for failing to deliver what was agreed upon not once, but twice.
Chuck Boyce
