I ordered to product on the 22 of August and was told that i would only take 5 to 10 days to get the product completed. I ordered 500 plastic black cards with artwork on one side and varible data on the reverse side.
I finally received a proof that I was not happy with and asked them to change in. After a few more days I got the new proof, I approved the order on the 27 of August and production was suppose to begin.
I called 5 days in just to check on the status of the cards and when an E.T.A. Could be expected. I was told that they had not been started yet but they would be in soon and that they still had 5 days in their promised time to get them completed.
After 5 days I called to see when the product was shipping out. They told me that they were still working on them and getting the varible data on them and they should be shipping out within a few days.
I waited again the few days and still hadn't received an email with a tracking number or anything. At this time I was told that they were still being printed (SAME THING THEY HAD SAID PREVIOUSLY) and they were certain that they would be done that day and ship out that day or the next.
So I waited the weekend and a reasonable time that it would take USPS to get it to me, yet still no product arrived.
I called and asked to speak to the manager, I was contacted by a man named Doug who stated he was the new General Manager and that he was going to look into it. When I received a call back from Doug, He stated that, the job was not completed and he needed to verify the correct data for the varible info to be printed on the back. He apologized for the breakdown in communication and that he would get them printing as soon as he could. He also said that he would OVERNIGHT them so that i could get them quicker.
The next day I got an email stating that the product had shipped out and that there was an error on the way it was shipped and it was shipped ground instead of overnight and they were hoping that the speed of FedEx would help forego their mistake. I originally spoke to him on Tuesday Sept 18th and got the email on the 19th. We FINALLY received our order on Friday Sept 21, almost a full mounth after placing the order.
When I first spoke to Doug, he said, let me get to work on this and get the cards in your hand and then we can discuss a discount or refund at that time, once you are looking at the product. So after I received the cards, I called Doug to discuss it with him. He was in a meeting and I left a message. There was no phone call returned. I called again on Monday, again, he was in a meeting and they took my name and information. Yet again, no phone call. So I called on Tuesday and let them know that I would be disputing the charge to our credit card and Doug could still call me at the number I had left twice before.
Within 5 minutes I got a phone call. I went through all the details and asked what he was going to do to reimburse me for the breakdown on this job.in not so many words, he stated, that I got the product and NO REFUND of any kind would be given and that he would be willing to give me a discount on a future order... I told him that was unexceptable and that I would move forward with the charge dispute.
This has been one of the poorest examples of customer service I have been involed in.
I URGE YOU to look for another company to produce your plastic cards!!!
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