GlassCoasterStore.Com

Review: I have been in communication with this company since April 30th, 2013. I made sure I had all the information prior to making a purchase. I was to order 560 custom glass coasters. I verified with my art department before sending them my logo. I received a proof on May 1st. Everything looked great in that proof. I finalized my quantity and order on October 1st since my event is on November 9th and they told me it was a 10 day turnaround. I received the coasters on October 26th because they had not printed the correct number of coasters and it took an extra week. When I received the coasters, I was shocked to see what I had received. I received 560 coasters that were not like that proof they sent me. The ink dripping off the words, the font was not what she had sent me (which I could tolerate) but the ink was just awful and blochy. The actual coaster was nothing like the sample she had sent me via email. I called first thing Monday, but found that [redacted] the associate I was dealing with was out and the sales rep advised me to email pictures and assured me the problem would be fixed. [redacted] then followed up with me on Tuesday, and after my lengthy email and attached pictures of evidence with specific issues.. "Good Morning [redacted], Thank you for following up with me. I received the coasters on Saturday and was extremely disappointed with the results. All of the coasters I opened were in bad shape as far as the quality is concerned. I was concerned because as you can see from the pictures I attached, you can’t read “Omega Phi Chi”, the stars are all different thicknesses, the “O” in the omega is very distorted. The actual coaster looks nothing like the proof that I was sent. These are supposed to be sets of 4 and the bottom grips don’t line up with one another. Initially, I thought it was the image I sent but it isn’t, even the words “25 Years of Excellence” “November 9, 2013” are off, I don’t mind that you changed the font so much but the ink is not clear and sharply finished. If it was any other year, I would have stuck it out even with the poor quality however, this is a very important year because it’s our 25th anniversary banquet and are expecting over 150 guests. Please tell me there is something that can be done! Thank you so much for your help [redacted]." ... all she said was "I back track all the email and all the attachments I send you All included the tagline 25 Years of Excellence November 9, 2013. I am sorry... All personalized glass coasters are non-refundable or exchangeable."

I called her thereafter to explain that the date was correct and I didn't have an issue with that, however the sample she sent me was a misrepresentation of the actual product. All I could go by before my purchase was the sample, which was perfect. [redacted], who then told me she was the owner and I couldn't speak to anyone else, was very defensive and accused me of complaining because I had made a mistake on the date, which was not the case because the date was correct. I was VERY calm with her over that phone while she yelled and repeatedly said she didn't know why I was calling and what I was talking about. I did not want my money back, I just want them to fix the problem. She hung up on me and said that was that.Desired Settlement: I would like them to replace the product. My event is two weeks away and I don't know if that will be possible but if they can, that's what I am hoping for. Otherwise I would like to receive partial refund since this is not what I paid for, especially for such an important event such as a 25th anniversary banquet.

Business

Response:

A preview was provided for the personalized coasters, and it was approved by the customer. The actual item looks exactly like the preview. We can provide a 15% discount on the order.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,