Consumer complaint received 2017-08-31
Company: DCN Holdings Inc.
State: MA
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
Good morning, On XX/XX/XXXX I attempted to place an order on XXXX for two military baseball hats. I noticed that the hats did n't include sizing so I sent an email to XXXXXXXXXXXX explaining i 'd like to place an order but there 's nowhere to choose a size. I received a response about 30 min later from XXXX XXXX at the same email address instructing me to include it as a note at checkout or email it. I thanked him for his response and placed the order. I received a confirmation of the order, 2 hats in the amount of {$62.00} and an email from XXXX XXXX explaining his company 's shipping details and lead times. I did n't care that it took 3 to 6 weeks for delivery, I was n't in a hurry. 

On XX/XX/XXXX after not receiving anything I sent an email to XXXX again just reiterating that I know most orders take 3 to 6 weeks but it 's been a month and I have n't seen anything. I just wanted to make sure we 're on schedule. He responded that day by asking what name it was under and that he had cleaned his desk and hoped to be more productive now that he 's reorganized his workspace. I then responded by giving him my order number. He then replied telling me he 'd look it up he has 30 orders to get through. 

After email correspondence with XXXX I started to do research on his company because his responses concerned me. Something I should have done prior to ordering. 
What I found was frightening to say the least. I did a simple XXXX search for XXXX and found complaints on XXXX as well as the BBB reporting fraud, frivolous lawsuits and scams. Needless to say I was a little concerned so I decided to send XXXX an email expressing my concerns and be honest with him. On XX/XX/XXXX I sent him an email and I said ( the email string is attached ) that i 'm concerned with the negative press about his business but i 'm willing to give him the benefit of the doubt. I said, some people react, i 'm a patient guy but I need to know your intentions. I tried to humanize the conversation and interact with him on a personal level, letting him know my father XXXX in XXXX before I met him and I thought it was noble what he was doing. I understood if he was short staffed and if he did n't have the merch than a refund was fine but if he 's underwater and needs more time I would wait. I also said that I do n't mind waiting a month but to hear that he 's unorganized was a little disheartening. I attached my order for his review. 

His response was a bit shocking and not what I expected from the CEO of a company. It appears the only thing he read was the negative press comment because he began to tell me he 's been in business for 15 years and there 's only a few complaints, but theres XXXX satisfied customers. I 'm the 1 % of people that make it difficult for him to continue being in business and we cost his company thousands on a yearly basis. He then told me he would refund my order making it a point to tell me he only had {$70.00} in his account. I did n't respond. A short while later I received an order cancellation through email. 4 days later my bank received a refund in the amount of {$62.00} from merchant XXXX. I thought the transaction was over. 

On XX/XX/XXXX I received a bill in the mail from Accounts XXXX, a debt collection agency located in Florida. The bill was regarding XXXX XXXX XXXX in the amount of {$190.00}. I called the company and spoke with XXXX who informed me the charge was a cancellation fee, a restocking fee and some other fee. He urged me to pay it because it was going to collections. What I thought was amusing was the language used in the bill. Reasonable efforts have been made and exhausted to resolve this delinquent account. Who speaks that way? Are n't you supposed to get like 4 or 5 notices in the mail before it even goes to collections? This was bill number 1. I told XXXX that maybe he just pays bills for stuff he did n't purchase but i 'm not paying a dime for an order XXXX XXXX cancelled on his own and then refunded me. XXXX responded, why are we talking then? 

I then filed a report on XXXX on XXXX and the BBB XXXX explaining exactly what i 've said here. I also filed with the WA State Attorney XXXX XXXX on XXXX ( all included ) Now after researching XXXX XXXX and XXXX and rereading all of the complaints and rebuttals I knew what was coming, and it was n't pretty. I really could n't believe some of the language this guy used when responding to customer complaints. Most of it was over amounts as little as mine and for baseball hats. XXXX XXXX has never heard the term, the customer is always right because in his mind the customer is a liar, a coward, a fake, a fraud, a cesspool, a thief, a cheat, etc., etc. All of the things one could claim his business engages in. He claims he is the CEO of the business, but in his rebuttal he is also the Chief Legal Officer. Which would explain his love of writing because he sent an XXXX page dissertation in response to my Attorney General 's complaint. The language is all the same throughout all of his rebuttals almost template like. He claims to have gone to XXXX XXXX XXXX but I did a MA and WA State BAR search and both turned up no XXXX XXXX or similar spellings. 

Regardless, I do n't like having someone that claims to be a lawyer threatening to sue me for trademark infringement, ( this is when you use someone 's logo without written consent ) tortious interference, ( he spelled it torturous ) and defamation in the amount of XXXX XXXX, over 2 baseball hats. The BBB was put in place to prevent this sort of thing so any judge would be hard pressed to see a case in which someone was sued over a complaint to the one agency that specializes in resolution disputes. 

He then goes on over eight pages and basically dissects everything I complained about claiming what i 've said are false accusations and i 'm the problem. I do n't know how business works and i have integrity issues. He goes on to say that I should know the standard operating procedure of his lead times. Which is why I actually waited 1 month before saying anything. He also claims that I should have handled things differently, but after I asked about my order and mentioned bad press he cancels said order. He claims that his company has no control over customer complaints which is funny because his company is directly responsible for those complaints. He also claims that I was harassing him, engaging in terroristic threats and cyber-bullying so he ceased all correspondence. I ca n't even make this stuff up because he says the same thing to everybody else that complains about his total disregard for customer service. He mentions that everything is clearly stated in the client contract. I 'm guessing he 's referring to the dark gray copy on black at check out. ( I took a screen shot the day I made the order of the gray copy. It has since been changed to bright red ). I have enclosed every email and at no point did I threaten him. If anyone is using threatening language it is XXXX XXXX. 

Unfortunately, i 've had to retain council over this to protect myself. My attorney did mention one thing that gave me some comfort. He mentioned to me that it 's unethical for any attorney to threaten lawsuits in any form and they could be disbarred for it. However, I have no idea what his intentions are, if this is a sick extortion game or what. All I know is that I have someone XXXX miles away threatening me with lawsuits and a bill in collections in Florida for a false claim over what should have been a routine transaction. The fact that he took the time to respond in that length would make most people 's head spin and probably pay out of fear. However, I am not most people and if you read the other complaints i 've attached you 'll notice a pattern developing here and that he employs the same tactics over and over again. This coming from someone that uses the BBB logo on their website without permission from the BBB. ( attached ) I mention different businesses in my complaint because that 's whats listed on the BBB page for his company. He claimed the order I placed was n't through fallenherobracelets.com but XXXX and he 's lying because the order placed was through XXXX, the refund was sent through XXXX. XXXX names he wrote are irrelevant to the order process. 
The XXXX XXXX XXXX XXXX XXXX XXXX XXXX Law : XXXX XXXX For XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I do n't know if you can help me but something has to be done about this guy. I 've attached as much as I could to give you a pretty good understanding of what has happened. I have nothing to hide, I simply wanted to buy 2 hats and now i 'm emailing the Consumer Protection Bureau. I 'm sorry this is just beyond comprehension. 

Sincerely, XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation