Kara M.

Where do I start?
I ordered a backdrop with backdrop source on 30th October 2017 for my 30th Birthday that was on 25th November.
I received my order a little under 2 weeks prior to my party and upon checking on the backdrop I noticed there was a print issue.
I immediately started panicking as I knew I only had under 2 weeks to get it rectified.
I took photos of the mistake and emailed it to their customer service representative Ryan.
Ryan was quick to say just wipe it with a cloth I had to re-iterate it was a print issue and they must of rolled it up before it was dried properly.
Ryan they advised they will get another one out ASAP and insured me it will arrive by November 25th.
He then advised he will send me tracking details

Ryan advised it had been posted with hunter express and delivery would be 3-5 business days on Saturday 18th November - no tracking details were still given.
On Thursday 23rd November, I email Ryan to advise nothing was yet received and my party was that Saturday.
Ryan said to chase up hunter express and on Friday provided me with the tracking details I waited on hold with hunter for 25 minutes to be told they dont have tracking numbers with numbers that long and there were no deliveries under my name.
Ryan did not answer his phone calls and we tried from numerous numbers to call as by this point it was after lunch Friday 24th November.
After an email to Ryan saying I was getting very frustrated he proceeded to tell me it was with Toll IPEC and this was around 4pm.
I tracked the package and it was at the TOLL DEPO in Melbourne so I asked Ryan to chase up the delivery to which he responded numerous times with the back and forth emails that if I want it I can arrange to go pick it up.
Was he for real? They stuffed up my product they shipped it too late he gave me wrong details and at 430pm on Friday afternoon he tells me to go pick it up!
Thats great TOLL shuts at 5pm and is closed Saturdays this was advised to Ryan and he never replied.
Saturday came and went and I didnt have a backdrop for my party and that was the main centerpiece so I hadnt bought many other decorations. Backdrop source had ruined by 30th birthday not so much due to NO backdrop but due to the customer service and mis leading and not correct information and the fact I was told to pick up my backdrop was appaling.
Monday the new backdrop was delivered and I had been trying to email Ryan with no response so I called form my work number and he answered I was very firm in what I said to Ryan and he stated he would refund me and organized for the back drops to be picked up.
I get an email saying the refund was processed on 28th November and should be in my account with 48 hours 3 days forward no refund and no details as to when TOLL was coming to pick up backdrops.
Emails back and forth Ryan finally advised I could throw backdrops out as they had no use for them and that my refund should be in with 5 business days.
On Monday 4th Dec and I emailed again to advise still no refund and if it was not received I will be calling consumer affairs and leaving reviews to which I get an instant email back with a paypal refund invoice ahhhh so it was initiated the week before like advised it was done on that spot once I threatened other avenues.
NO APOLOGY was ever made by Ryan NOT ONCE nor was there an apology after I told him via email after I got notification of refund that I was appalled by the customer service and no apology was given.
This whole review is really the short version of the events that took place and I would highly recommend YOU DONT USE THIS COMPANY.
PS backdrop source if you want your company to succeed fire RYAN immediately.

REGARDS,
Kara
My 30th was RUINED!