Awesome Merchandise took my money and never delivered
In July 2022 I paid Awesome Merchandise £698.33* (about $815/812€) for merch to sell at Eurofurence, but never got my order. They lied about having the items in stock, lied about delivery times, and then went silent. This page will explain what happened and how you can help.
*UPDATE: As of 15th September, part of my shirts/tanks order has been fulfilled. Thankfully, the excellent quality I've enjoyed from previous AM orders doesn't seem to have suffered during this shake-up, so the shirts that I have received look great (you can order them here).UPDATE 2: As of 11th October, all 50 beanie hats of my unfulfilled order have arrived, +3 of the missing ones from my first batch order.I am still owed £148.33 for incomplete orders, and I'm still chasing a refund.
What should have been a simple restock of my shirts and hats with a company I’ve used dozens of times ended with them lying about shipping “next week” for several weeks, telling me a few days before EF that they were out of stock, and finally going totally silent about my order. Eurofurence came and went without my merch and the lost sales that went with it. I’m furious and heartbroken.
Latest update: 11 Oct 2022 - Read the full timeline here.
Did AM fail on you, too? Here's some ideas that might help.
I ordered my merch in mid July 2022 and didn't start to receive it until late September. I'm still owed a refund for missing items. I can't say any particular thing I did helped me finally get my order, but here's some ideas that might help you.
Contact through email - Their phone goes unanswered
AM is not answering their phone line. At all. Rarely, their social media accounts will reply to a direct message, but they simply state that they've received your message and will look into it. Email is the only way to get any real update about your order.I originally had a list of all known emails here, however I may not be at liberty to share them. Sorry.
That said, most replies I received were in reply to the original "ticket" or zendesk support thread that you get when you have artwork proofs to approve.
The government page managing their administration lists [email protected] as a contact email. I've sent them emails asking about my refund, but I've only received an auto-reply that increases the number of business days to expect a response each time.
Reply frequently
Be a thorn in their side. I suspect that part of how I got my order was the fact that I hounded them at least weekly if not daily.This may or may not be too time-intensive based on how much money you've lost to them: For me, I spent enough money on this order that it was worth chasing up with them during my lunch breaks, which didn't take up too much time overall.
Share the same details each time
After a while, in every message to AM (except public ones), I shared my order numbers, the style and quantity of items expected, the exact value of the refund I was owed, and my bank details for issuing the refund.Previously, it happened countless times that a new agent would reply to my thread and ask for the same details, and given that weeks pass between replies, that's a lot of time to lose to repeat yourself. So anticipate them not keeping track of your records and repeat the same details in every single message to them, regardless if it's on topic or not.I typed up a summary of my orders and refund details in a notepad and had that handy to copy and paste into every single reply.
Take the products if they offer them (don't wait for a refund)
Given how long it was taking to receive my hats, the repeated lies about my hats shipping "next week," and the suggestion to produce my hats in a different color just to get them done, I was originally firm about demanding a refund for this order since I had lost all confidence in them ever getting them done or done right.In the end, enough time dragged on that they restocked the correct color and offered to fulfill the order as-requested. This, on top of countless rumors of them not having enough money to process refunds and losing their partnerships with banks, suppliers, couriers, etc., convinced me to give the go-ahead on producing my hats. And I did finally receive them.Basically, if they say they can make your product, let them. It will take weeks if not months. But refunds are NOT looking possible at all (and even if they are, the staff at AM are not in charge of processing refunds, so there's no one to follow up with).
Don't give up
Sadly, I'm seeing comments and tweets from so many of their customers who have resigned to just never getting back the hundreds if not thousands of pounds they've spent on their orders or never receiving their merch. I have no proof, but my belief is that the business side of AM is hoping most people with owed orders or refunds will just quietly go away while they start fresh with their new Print.inc front.You can decide how you spend your time and energy, but if it's worth it to, like I mentioned earlier, be a thorn in their side. Every time you email them, you add to the work they need to respond to, and the more obnoxious you are the more they'll likely want to be done with you, and try to resolve your issue faster.Be polite, but firm. Don't insult anyone responding to you, as they're not the ones responsible for this mess. Keep your replies transactional and not emotional, however you can emphasize how much your business is being hurt by not having merch to sell and losing your limited funds.Good luck.
Does anyone know why Awesome Merchandise has gone so bad so quickly?
AM’s turn for the worse has taken all of their customers by surprise and left us searching for answers for months. Some allegations have since come to light.
They are understaffed, and allegedly not paying those who remain
An agent at the US location described the UK location as being "massively understaffed" in a live chat. Various accounts from Twitter and Facebook allege that staff are not receiving their full paychecks and quitting.
The owner has sold the company… to himself
I'll confess that I'm not familiar enough with UK law to understand how this is possible, but it seems that owner Luke Hodson used a different entity to sell AM to, leaving investors and customers alike with the loss.
Sources:
- https://twitter.com/hireillo/status/1563131279939211266
- https://twitter.com/RoguePrintCo/status/1562901519359692801
- Yorkshire Post: Investors to lose £650,000 as Leeds firm Awesome Merchandise goes into controversial administration
- PrintWeek: Pre-pack at Awesome Merchandise - Awesome Merchandise has gone into administration, with certain assets sold to a new company set up by co-founder Luke Hodson.
- https://insolvencyintel.co.uk/awesome-merchandise-limited/
The US location has been shut down
Still attempting to get an answer, I emailed AM for an update on my order and got an automated response that the US location has been shut down as of 29th August. This doesn't resolve any answers about outstanding orders or refunds at the UK location, however.
🆕 Allegedly, they've lost their accounts with DPD & PayPal
Anonymous tips sent to myself and someone else on Twitter allege that AM has lost its distribution contract with DPD and now must use UPS to ship orders. Additionally, AM has allegedly been suspended from PayPal due to too many chargebacks on their account. New customers are being asked to pay for orders via bank transfer.
Sources:
- Anonymous tip sent to my email
- "The Rock Fairy" comment on Facebook
- https://twitter.com/RoguePrintCo/status/1566836673769512960
Who knows what else... they're not talking!
Browsing through TrustPilot reviews and Facebook comments is an ocean of frustration and despair, as dozens of customers (self included) don't have the merch they ordered nor refunds, and no one is telling us anything about it.
Friendly reminder: If anything I've assembled here has been a useful resource to you, please consider giving me a tip or supporting me through one of the methods below! I created this page and compiled the research and resources for free, on my own time, so your tips are a great way to support my work and help me recover from my loss with AM.
My story with AM
Are you in serious financial trouble?
No. My household is comfortable with our finances. If you’re not in place to leave a tip or make a purchase, please don’t.That said, this order was not only a lot of money up front, but also represents ~3,400€ in lost gross sales*, and a hit to my reputation. I’ve struggled to kickstart my business again after Covid, and this loss sets me back heavily.*I am not changing this number despite the 15th September update of receiving my shirts, since the shirts were not delivered in time for my in-person sales event, and my online sales have never yet met the pace of my in-person sales.
Why did you trust this company to begin with?
It can be challenging finding reliable, quality manufacturers to work with. Prior to this whole debacle, AM provided great service and excellent quality for years.I’ve used AM since 2018 to create prints, business cards, posters, and knit scarves. In fact, as recently as late May 2022 I placed an order with them for my beanie hat design, which they fulfilled on time, with great quality.
Some products I’ve made through Awesome Merchandise over the years, including my recent beanie hats
My July 2022 orders included a restock of these hats, along with a new order of shirts. Given my long history of success with AM and the fact that this was a reorder (which meant it didn’t require art proof approval), I assumed it would be even smoother than my past orders to fulfill. This is a huge betrayal of my trust and long standing working relationship with them.
Have you done anything to get your money back/order fulfilled?
Through the month of August (and now into October), I emailed AM support regularly for updates. Sometimes they replied days later promising to ship “late next week” without following up, other times no response at all.I’ve contacted their live chat for their U.S. branch, who promised me they would reach out to the UK branch and get me a response the next morning. That never happened (See details below: It appears the US branch has been shut down).🔥 I am now in the process of filing a dispute for all unfulfilled orders with AM through my bank. One charge was done via bank transfer and another through my debit/bank card, and there are hints that AM doesn’t even have money to process refunds, so I’m unsure how successful this will be.
Ways you can help my business
First of all, thank you for reading my story and being interested in my work. You’re already a big part of my creative success so far.Below are some great ways to help me recover this loss while getting something fun in the process.
Check out the merch I do have in my shop
While I'm looking for a new manufacturer for my shirts and hats, I do have quality playmats, stickers, prints and more that you can find in my shop.
Claim one of my adoptables (more coming soon!)
I greatly enjoy designing unique, colorful critters that others can call their own. All of my adoptables can be purchased and downloaded instantly without needing to bid in an auction or email me. Inventory for each adoptable is set to 1, so no one else will ever have the one you buy!
Order a commission
Now that my convention season is over, I can focus on commissions again. I offer "wing-it" commissions at Pay-What-You-Want pricing, starting at 10€.
Toss a few coins in my tip jar
Any tip you'd like to offer to support my work is very appreciated! You can also buy an annual subscription to my Patreon ($20) for longer-term support, where you can read my diaries and learn about my art process.
Stay in touch
This may not feel like a big way to support me, but it is! Please join my newsletter (I email about twice a month, so it's not spammy) to stay updated about my work.
Thank you
Thank you so much for joining my newsletter! I really appreciate your support and enthusiasm for my work. I'll be in touch soon!
Timeline
Below is a rough timeline of events (AM's email system blends replies together, and different agents can respond to the same email, making it difficult to see who responded with what when). I created this whole page after AM kept lying about shipping "next week" and missed my important deadline, but as things appear to be resolving, I want to remain honest and transparent about the whole situation. Omitted here are any details concerning any open bank disputes until such matters are resolved.
| Date | Update |
|---|---|
| 11 Oct 2022 | I receive another email from UPS that they "missed" me in their earlier delivery attempt (I work from home so this isn't possible), and will attempt delivery today. Miraculously, They do complete the delivery, and the box indeed contains 50 beanie hats from my 2nd order and the 3 missing from my 1st order. A sales rep from Awesome Merchandise replies to one of my outstanding emails confirming that the beanies shipped, and the 3 missing beanies from the first order were added, and that "Your refund on [the missing tank tops] has been submitted and is under review." I reply asking with whom I can follow up for my refund. Given that shirts and beanies are now finally in my posession, my outstanding refund still owed is £148.33. |
| 10 Oct 2022 | I get an email from UPS that I have a package on its way from "Print Inc." This is Awesome Merchandise's new front and should still be avoided by customers. I later get a call from UPS asking for my TVA/EORI details since once again they weren't included with the package. The UPS email states that the parcel will arrive today, but it never does and I receive no other updates. |
| 7 Oct 2022 | After more of my emails go without replies, I suddenly get an automated reply from Awesome Merchandise that my beanie hat order was fulfilled. I don't have a tracking code and no one has replied about the status of my order or refund, so I'm not sure what to expect. |
| 1 Oct 2022 | Given the information from my last email, I send a fresh email to [email protected] using details found on their administration page. An automated notice informs me that they have a high volume of emails and will aim to respond within 2-3 business days. |
| 30 Sept 2022 | Sales Team Manager at AM replies explaining that they are on sick leave, but they've submitted my order for beanie hats (why didn't the previous agent who confirmed they were back in stock submit the order?). The Sales Team Manager also states the following: Your refunds are on the system and I have processed what I can on my side but since the company has gone into administration and been taken over by a new company, all refunds are with the administrators to review and process and this is not something we are able to action. |
| 26-29 Sept 2022 | I reply on my order chain on different days following the update that my beanie hats are in stock since I never received another update. I then send a fresh email to as many known email accounts as I can with a summary of my order numbers and refund calculation, asking when I can expect the beanies to go into production and when I can expect my refund. |
| 23 Sept 2022 | Replying to my original order chain near-daily, an agent finally responds that they have the classic red beanie color back in stock. Fearing that a refund won't be possible, I confirm that I would like them to proceed with production on the beanie hats. I also re-iterate the amount I am owed and ask for a timeline on a refund. |
| 20 Sept 2022 | One customer success associate asked me for my bank details on the 15th in order to process my refund, to which I replied with the value expected and my bank details. On the 20th, a different customer associate asks me again for my bank details in order to process my refund. Before responding, I double-check my bank statements and realize I was never refunded for my 50 beanie hat order placed back in May where Awesome Merch themselves acknowledged that they were missing 3 hats from my order and promised a refund via the same method used to pay (I paid for this order with my bank card). This was right before Anthrocon and I was busy with con/travel prep, so I thanked them and never checked. The total amount owed to me is now £11.25 for the 3 missing beanies from my 15th May order + £148.33 for the ten 2-color tank tops missing from my 18th July order + £187.50 for the 50 beanies from my 18th July order = £347.08. My bank details have been sent to Awesome Merch twice at this point. I do not have confirmation of when to expect a refund nor in what amount. |
| 15 Sept 2022 | After some back-and-forth with UPS due to AM not supplying my EORI number with the parcel, and UPS not making a true attempt at delivery and driving away as I waved to them out of my window and marking me as not being home, I finally retrieve part of my shirts order from a UPS drop off point. I am still owed £335.83* in total for the missing tank tops and missing beanie hats. *See 20 Sept update |
| 9 Sept 2022 | An agent replies with a tracking number. They advise that my tanks weren't included in the order after all, and that I should let them know when I receive the package so that they can issue a refund for the missing tanks. I reply thanking them, but also asking why I need to wait to ask for a refund, and also asking for an update on the classic red beanie hats restock. |
| 8 Sept 2022 | With no shipping update, I nudge again for another update, pointing out that "ship tomorrow" didn't happen. An agent replies that they will flag my order for delivery, and they've noted my need to restock classic red beanies, which they expect to arrive in "another week or so". I later receive an automated reply that my shirts/tank order is "complete." Separately, a Ko-fi goal I set for a little over a third of the total amount owed from AM is met by wonderful supporters of mine through commission and shop orders and tips (THANK YOU!!!). |
| 6 Sept 2022 | I receive an anonymous tip that AM have been locked out of their courier accounts (DPD shipping) due to too many outstanding debts. An anonymous tip to another source on twitter alleges that AM has been suspended from PayPal due to too many chargebacks on their account, and that AM are now asking for customers to pay via bank transfer do get around the PayPal suspension and bank disputes. Worried about AM's ability to ever issue a refund, I reply again and ask them to fulfill whatever shirts they've already completed. I am firm that my beanie hats need to be classic red as it's a re-order and that's what my customers are expecting. I get a reply that my remaining shirts (I assume the incomplete tanks) can ship "tomorrow." I agree to wait until the entire shirt/tank order is all done, assuming the whole order will indeed complete "tomorrow," so that everything can ship together and I only need to pay customs once. |
| 5 Sept 2022 | An AM customer service agent replies to one of my original proof approval emails, apologizing for the delays in communication and delivery. Despite being told on 1st August 2022 and 16 August 2022 that my beanie hats would ship "next week," in today's update I'm told that my chosen color for my beanies was out of stock, and instead offered another color. I am also told that my shirts are complete and ready to ship, but the tanks will not be completed until "tomorrow." A second agent replies moments later to a separate email of mine, simply stating that my chosen beanies were out of stock and asking if I wanted the alternative color instead. I reply to both emails asking why I was not only permitted to order beanie hats, but told twice they would ship "next week," when my chosen color has never been in stock and the beanies never completed. I do not confirm their offer for a new color and am instead asking if AM has any liquidity at the moment to process refunds. |
| 29 August 2022 | An automated email response indicates that the US location has been shut down. This message is later updated to indicate that there is no guidance on fulfilling orders or processing refunds. I receive an anonymous tip that this message was put in place by an agent wanting to help customers who need to set up disputes with their banks. |
| 26 August 2022 | It's reported that AM has gone into administration and the company has been sold to Print.inc, also owned by Luke Hodson (co-founder of Awsome Merchandise). |
| 16-23 August 2022 | I've emailed AM several times with no response. On the 23rd, I search through LinkedIn, Twitter, Facebook, TrustPilot, and other sources to email as many known and guessed email addresses about my order. I make an impassioned plea about how this is hurting my business for an event in just two days' time. The finance department (one of my email targets) respond that they've forwarded my email to the right department. I don't get any other updates. |
| 22 August 2022 | My deadline passes and I have no apparel merch for Eurofurence. I learn from Twitter, Facebook, and Trustpilot that I'm unfortunately not alone in not receiving my merch and not getting updates. I hear troubling updates from other customers who have been expecting refunds for months. |
| 16 August 2022 | Continuing to chase for updates, I get a new reply that my beanie hats are "waiting to be made," despite being told on the 1st that they would ship the week after. They claim that my beanies can still be completed and dispatched "by the end of this week to be with you in time for your deadline." I'm told that all of my Hail Yourself shirts and tanks are complete, however I am also informed that my Take Back the Hoard tanks are missing 3 mediums, and am offered to replace with large. As my 22nd August deadline is rapidly approaching I agree to the large replacement. |
| 1 August 2022 | Having not heard from AM after my most recent order and not getting replies to my emails asking for updates, I try calling the office. It goes to voicemail. I later get an email explaining that my beanie hats will dispatch "late next week." For my shirts and tanks, I'm given details about various states of production, including the need to clarify ink color for the Hail Yourself tanks (black) which I've already done. |
| 27 July 2022 | I approve the proof for my Hail Yourself shirts. I'm advised that my Take Back the Hoard design may not print well, which is a surprise since the US location did not flag any issue with it and they printed just fine. They offer to amend the design to allow for better printing and I agree. |
| 25 July 2022 - 9 August 2022 | The proof for my Hail Yourself tanks has the ink color listed as "white" when it should be "black." Different agents tell me over email that they'll print in black in different emails, but I don't receive an amended proof. |
| 18 July 2022 | I place two separate orders with AM. The first order valued at £510.83 is for 50 t-shirts and 20 tanks (for my Hail Yourself design), and 10 tanks (for my Take Back the Hoard design). I paid for this via my bank card, since it was technically a new order since the UK and US branches do not share data/orders. The second order valued at £187.50 is for 50 classic red beanie hats of my Wolf and Thorns design. I paid for this via bank transfer because it was a re-order and AM needed to manually set up the re-order for me. I make it clear that my deadline for both orders to be delivered is 22nd August before I depart for Berlin for Eurofurence. |
| 18 May 2022 | I place an order at the US location for shirts and tanks of both my Hail Yourself and Take Back the Hoard designs. I arrange to have these shipped directly to my hotel in Pittsburgh. When I arrive in Pittsburgh, the shirts are waiting for me and they look great. |
| 15 May 2022 | I place an order at the UK location valued at £187.50 is for 50 classic red beanie hats of my Wolf and Thorns design ahead of Anthrocon, because this item wasn't available on the US site. The hats arrive in plenty of time before my trip to the US and they look great. |