“My only complaint is that there wasn't a 'reminder' at the end of the order asking one last time if I wanted 2 sided signage...reason being....I started the order, made a change, and then it defaulted back to original settings and I ended up ordering one-sided signs. It is my mistake, I was going too fast, but a reminder would have been nice. I think a LOT of people want 2-sided signage.”
“Within minutes of placing my order on November 19th, I received an email stating that my order would not arrive until November 29th. I immediately called customer service to cancel the order as we needed our signs before the 29th. The customer service rep assured me that they would arrive before Thanksgiving. The day after Thanksgiving I received an email notification that my order had shipped, two days after I was told that I would receive it. Again, within minutes of receiving the email, I called customer service and asked them to pull my order and expedite the shipping. They told me that the order had already been picked up by UPS. I learned the following day that was not true because my husband works for UPS and researched the tracking number. I called customer service again on Saturday and was on the phone with them for over an hour trying to find some level of reasonable resolution to this issue as I needed my signs. Unfortunately, I was told that there was nothing that could be done other than to give me a refund. With all due respect, I didn't want a refund, I wanted my signs. The signs that I ordered were for a vendor show where more than 40 vendors were depending on me to draw a crowd so they could make money. The past two years have been very difficult for small business owners and I wanted to do as much as possible to ensure a high revenue day for them. Part of that plan entailed the signage being out and visible for more than three days. Sadly, that is exactly what happened. The signs did not arrive until the evening of November 30th and could not be placed until December 1st. I am beyond angry and frustrated by the lack of customer service, no one was interested in going above and beyond for me. It would have taken minutes for my order to be pulled from the docks and relabeled, but that didn't happen. Why did the CSR tell me that my order would arrive before Thanksgiving when that was not even close to being accurate? After all of my calls were reviewed and it was clear that the ball had been dropped multiple times on your end, why then would no one do anything more than offer me a refund, even though I clearly stated multiple times that I did not want a refund, I just wanted my signs. I understand that sometimes things just go wrong, but that is when your team needs to step up and make it happen. I own two businesses and the motto for both is, "Provide an exceptional level of customer service". I think you need to revisit your customer service plan and expectations. Cathy Burnheimer”
