FDM Brands
Complaint 365184 Details

I am very frustrated with this company, my order, and the customer service I have experienced during the past few weeks. On 11-28-17 I received an email explaining that FDM Brands had taken over and wanted confirmation that I still wanted my order. I responded the same day that I did still want my order. On 12-5-17, I called to see if my order was still coming. I was told that it should arrive the next day. However, when I opened and looked at my order, I was very disappointed. I purchased 16 packages of 25 EZ2C poly photo pages in the 5 mil. I knew when I opened them, they were thinner and not the same quality of pages I have received in the past. I still thought they might work though. Upon closer inspection, many of the pages are scratched and dirty. A few of them had melted spots. Several of the pages are trimmed too closely on the top, which cuts off the seal, allowing the photos to just fall out. I also think that I received the 3 mil, instead of the 5 mil product. As mentioned, the pages are very noticeably thinner and of lesser quality than expected. I understand that is not "proof" that I received the wrong product. However, there is a partial sticker on one of the packages, that describes the package as 3 mil. That is proof. It seems to me like the sticker was attempted to be removed, so the 3 mil pages could be sold as 5 mil. This is not only bad business practice, but incredibly dishonest as well.



I called FDM Brands several times during the next few days after inspecting my order. I left multiple messages, and never received any call backs. On 12-14-17, I finally talked to someone named Dominique Robinson. She said on the phone, that I would be receiving a return label in my email, which I never did. She was also more worried about the product that I want to return being "sell-able" than the fact that I had been sent the wrong and damaged products. The products that I received were not sell-able when they were shipped to me. I decided to send an email in hopes of a resolution. Dominique responded to my email with a phone call asking to send her pictures of the damaged products. I emailed her on 12-14-17 pictures of the melted spots, the tops of the pages that are cut off, and the partial sticker that shows I received 3 mil products, instead of 5 mil. I have not received a response still. I emailed her again on 12-18-17 wanting to know about a resolution, and still received no response. I called twice today and left messages, with still no response. On Century Photo's "Contact Us" page it states: we pride ourselves on fast, friendly, personalized service. I have definitely not received that!