On May 24, I place an order for 100 personalized koozies for my high school reunion. I had emailed several times to request a proof and a font example since there font test wasn't working on the website, so obviously I'd want a proof first. No one could reply to me ever. Some where in the 3rd week of June we received the koozies. The color was faded, the logo was completely messed up and the writing was completely off center. It was seriously embarrassing for them.
We sent them back - which I had to pay the $10.50 to return THEIR error. Communication was horrible as we said we needed these asap for our event. We said we needed a proof and we had to ask for that (AGAIN) several times before getting it - over 2 weeks after they had the horrible koozies back. I was promised I would have them, once I approved the proof, by the 7/25. They came on that date and I emailed about my refund of shipping and they just "closed my customer service ticket". They were rude on the phone and they stated it's their policy and said it's on the website which we could not find anywhere except one tiny little spot says:
"As you may be aware, custom made products cannot be restocked.in fact, the industry standard for customized products dictates a no return and a no refund policy if the product has been received according to the order. Expedited production and shipping cost will not be refund if the order arrives on time.in an isolated case if a refund is given, 25% of the total cost will be withheld upon the return of the order. Imprint.com will not pay shipping for the return of the order if a refund is approved."
I don't even understand this! This was them doing a crappy job, touting that satisfaction is guaranteed even! This company has horrible people working, horrible customer service, horrible supervisors and no one seems to care about their job or the work they do. They made the crappy koozies and if they had sent me a proof when I asked the first time this would never have happened but they were too lazy too and they are not refunding my shipping to return the koozies. I want my $10.50 back. They even asked for me to put my shipping receipt in the return box... For what if I wasn't getting a refund?
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