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Quality Awards & Screen Printing

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Quality Awards & Screen Printing Reviews (1)

Review: Gary I[redacted] owner of Quality Awards in Altoona, PA, and his wife Terry, provided unsatisfactory products and abhorrent customer service beginning in April 2015 when I ordered (2) engraved plaques, (7) acrylic awards, and (4) engraved name plates for an awards ceremony held at my place of employment on May 8, 2015. (Quality Awards is based in the I[redacted]s converted attached garage in their private residence. The shop is saturated with cigarette smoke and is home to a golden retriever and two small dogs who are normally blocked from the public side of the shop with a makeshift gate.)

My dissatisfaction began when I picked up the awards on April 29, 2015, and Gary’s wife Terry was working behind the counter; Terry wasn’t well-versed in my order and took over ten minutes of attempting to run my company credit card and print my paid invoice due to her incompetence using the company’s payment software. Upon return to my office, I examined the products; both plaques were engraved incorrectly, were the wrong size, and one plaque was a different model than what I ordered. (3) of the (7) acrylic awards were engraved on the wrong award model. All of the engraved name plates were engraved incorrectly due to Gary adding information to them without my approval. I returned to the shop immediately with the incorrect products, and explained to Terry what was wrong. A short time later, Gary emailed me explaining that they would replace the incorrect products and have them back to me in time for our May 8 awards ceremony.

On May 7, I returned to the shop to pick up the second round of plaques, awards, and name plates. They were not finished. On the morning of May 8 and less than 3 hours before the start of the awards ceremony, Terry delivered what she believed to be the corrected products to my office. Upon examination, the acrylic awards had been corrected, but plaques were again incorrect, and Terry had forgotten the engraved name plates at Quality Awards. At this time, Terry offered for me to keep the incorrect acrylic awards because she thought we could use them “just in case there’s something wrong with these new ones.” I told her I would not use them and that if she left them in my office, they would be thrown away as they are of no value to anyone. She was indifferent to my response. She left to return to Quality Awards to pick up the name plates and delivered them to the ceremony site a short time later. Upon delivery, the name plates were correct.

After the May 8 awards ceremony, I made multiple attempts via phone, in person, and via email to contact Gary, the owner, in order to have the incorrect plaques reproduced. Gary did not respond to my May 15, May 27, and June 11 emails which were all worded in a civil and professionally manner despite my growing frustration. Each time I called the shop, Terry answered the phone and I was always instructed to call back and was given a vague time frame in which to call or was given excuses for why Gary could not speak to me at that time. The excuses Terry provided seemed untrue and my gut feeling was that Terry was lying for him. Each time I stopped in the shop, again, Terry acted as the gatekeeper and kept telling me to try to call him. This cycle continued for more than a month.

On June 11, 2015, I made an attempt in person to speak with Gary to resolve our issue of the two still-erroneous plaques. Again Terry was in the shop. I explained that after no communication from Gary I was planning to get the two plaques reproduced through another vendor and that I wanted a refund on the plaques which were $58.50 ea. Terry told me she needed to “go see if he’s here.” Gary came down the steps pulling a shirt over his head as he walked. From where I was standing at the shop’s counter, I would see his bare torso as he came down the steps. He greeted me by saying in a sarcastic tone, “So you want your money back? Cool!” followed by “Where’s my stuff?” I explained that I didn’t bring the incorrect plaques with me as they’re of no value to anyone – including him. He instructed me in a speaking voice to return with the incorrect plaques and then he would refund me the $117. As I was exiting the shop and he was walking back up the steps, he yelled as an afterthought, “And the acrylics too!” (He was referencing the (3) incorrect acrylic awards Terry left in my office on the morning of May 8.)

I returned to the shop a short time later with the acrylic awards (that were luckily not thrown away) and (1) plaque as the other was not recoverable. Considering my previous order history in 2014 and 2013 with Quality Awards, that my order totaled more than $700, and that on the morning of May 8 Terry offered me the erroneous acrylic awards to keep, I had a reasonable expectation that I would receive the full $117 refund. Upon entering the shop, Terry was again behind the counter, give me a look out of the corner of her eye and yelled up the stairs, “It’s HER again!” and allowed their three dogs to enter the shop. The two small dogs repeatedly jumped up and scratched my legs. Gary stomped down the steps and mumbled loud enough for me to hear, “I’m not putting a shirt on for THIS.” When he was at the counter, I handed Gary the bag of awards and plaque and started speaking. He interrupted me and said, “One plaque. So you want $58.50 back.” I said, “No, I’d like the full $117 back” and was prepared to make a civil and professional case for my request when he interrupted me again by angrily screaming, “Come on! You know how this works! If you go to [redacted], you don’t ask for your money back and say, ‘But I’m not giving you the product back!’” Again, I started to explain that at [redacted], they resell returned items and that my missing product held no value. From across the counter, Gary shoved the bag of products hitting me in the chest, turned away, and started up the steps. I said, “Excuse me, Gary! Come back and talk to me like an adult.” As he kept walking, he replied, “There’s no [redacted] excuse for you!” Near the top of the steps, he slowed down and said loudly and angrily, “I’m not refusing to return your money. You bring me my stuff.” However, he behaved to the contrary when he did not refund the $58.50 for the plaque I did return to the shop and when I asked him to come back to speak with me, he ignored my request. As I was walking about, I said loudly through the shop door, “No, you’ll just ignore me instead of making this right.” To date, no resolution has been reached.

I would suggest to any regional groups, organizations, or companies looking to purchase trophies, awards, plaques, or signs to avoid Quality Awards at all costs. They provide unsatisfactory products, operate out of a subpar facility, act unprofessionally and immorally, and don’t know the first thing about customer service or work ethic.Desired Settlement: I want a credit of $117 for the two plaques that remain incorrect.

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Address: 1827 N 4th Ave, Altoona, Pennsylvania, United States, 16601

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