The product is a limited-edition book focused on the work of a well-known artist from the Comic Book industry. Our company only produces limited-edition books with unique hand-created “extras”. This customer had two specific complaints about this product: (1) The choice of included
artwork, and (2) Delivery issues (specifically the time it took to develop/manufacture/deliver the product)CHOICE OF INCLUDED ARTWORK:The customer ordered a limited-edition book available in versions: Retail (no serialization), Numbered, and Lettered (which the customer ordered). All lettered editions (copies, serialized A through Z) included a corresponding lettered “bookplate” with original signed drawings (commissioned from the artist).In our posts of November 2014, we offered an opportunity to those who “pre-ordered” the book: They could request a drawing of a particular characterWe chose our language carefully: "You may request the character of your choice and we will try to accommodate you, but all character head sketches are either *** or DC characters, and each one is unique.” In the post, the word “try” was italicized. DELIVERY ISSUESWhile we had initially planned to deliver much earlier, due to a number of technical, logistical and personal issues, delivering the book took longer than we initially planned. Our November advertisement is included below my signatureThis customer ordered the book in March (a significant time *after* we offered the pre-orders)At that time, we had ONE unclaimed copy of the lettered edition remaining, yet the drawings of the specific character this customer initially requested were already claimed by other customers.While the drawings of the specific character were no longer available, we made our best effort: (a) We offered a complete refundHe did not choose that.(b) We contacted him and offered him his choice of any other available character (He accepted, and chose a different character)(c) We mailed his book and his character choice to him (which according to *** tracking, was received on 12/17/16)Given the exclusive nature of our products, we believe this shows our diligence to take all necessary steps to deliver on the customer’s special requestHe received the character he chose, and he now owns one of only lettered editions of an exclusive book.Kind regards,Jim_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Below is text from our initial ad, posted at *** (images have been removed)SATURDAY, NOVEMBER 15, 2014*** ***: Artist, Innovator - Signed/Remarqued Edition Pre-SaleI've been pleased to know artist *** *** for decades and was happy to recently help renegotiate his contract with *** Comics for genuine participation in the Deathlok character that he created.When I was young, *** drew some of my favorite books including Fantastic Four, where he was handpicked to follow *** ***, and later The AvengersBest known for creating as well as writing and illustrating Deathlok (soon to be a major motion picture?), *** is among a handful of legendary *** Bullpen artists who had the opportunity to draw nearly every major *** character of the 1970s.In 2015, Aardwolf Publishing will release *** *** Artist, Innovator a perfect-bound portfolio of ***'s work with an introduction by Roy Thomas and, I expect, some rare insights from other important professionalsThis collection of ***'s impressive drawings will be a limited edition run that's launched with a Kickstarter campaign.But before we do that, Aardwolf is offering fans the opportunity to order the book now along with special signed/lettered or signed/numbered bookplates from ***These bookplates will contain unique head sketches of *** and DC characters that *** has drawn specially for this projectThis is a chance for you to own a piece of original *** Bucker art as well as the rarest iteration of this new book• Signed/numbered editions of *** ***: Artist, Innovator (only will be produced) including the head sketch by *** are $45 postage-paid• The Lettered Edition of *** ***: Artist, Innovator (only will be produced), including a head sketch by ***, is $72 postage-paid• You can also order the book without the original head sketch for only $20.Orders that need to be shipped outside of the U.Swill require additional postage.You can request the character of your choice and we will try to accommodate you, but all character head sketches are either *** or DC characters, and each one is unique.We do not have a ship date yet but you can reserve your copy now for just $20 (or by paying in full) by sending your order via *** to *** - Please specify whether you are ordering the numbered or lettered edition
[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.]
Revdex.com:
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,
[redacted]
The product is a limited-edition book focused on the work of a well-known artist from the Comic Book industry. Our company only produces limited-edition books with unique hand-created “extras”. This customer had two specific complaints about this product: (1) The choice of included
artwork, and (2) Delivery issues (specifically the time it took to develop/manufacture/deliver the product)CHOICE OF INCLUDED ARTWORK:The customer ordered a limited-edition book available in versions: Retail (no serialization), Numbered, and Lettered (which the customer ordered). All lettered editions (copies, serialized A through Z) included a corresponding lettered “bookplate” with original signed drawings (commissioned from the artist).In our posts of November 2014, we offered an opportunity to those who “pre-ordered” the book: They could request a drawing of a particular characterWe chose our language carefully: "You may request the character of your choice and we will try to accommodate you, but all character head sketches are either *** or DC characters, and each one is unique.” In the post, the word “try” was italicized. DELIVERY ISSUESWhile we had initially planned to deliver much earlier, due to a number of technical, logistical and personal issues, delivering the book took longer than we initially planned. Our November advertisement is included below my signatureThis customer ordered the book in March (a significant time *after* we offered the pre-orders)At that time, we had ONE unclaimed copy of the lettered edition remaining, yet the drawings of the specific character this customer initially requested were already claimed by other customers.While the drawings of the specific character were no longer available, we made our best effort: (a) We offered a complete refundHe did not choose that.(b) We contacted him and offered him his choice of any other available character (He accepted, and chose a different character)(c) We mailed his book and his character choice to him (which according to *** tracking, was received on 12/17/16)Given the exclusive nature of our products, we believe this shows our diligence to take all necessary steps to deliver on the customer’s special requestHe received the character he chose, and he now owns one of only lettered editions of an exclusive book.Kind regards,Jim_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Below is text from our initial ad, posted at *** (images have been removed)SATURDAY, NOVEMBER 15, 2014*** ***: Artist, Innovator - Signed/Remarqued Edition Pre-SaleI've been pleased to know artist *** *** for decades and was happy to recently help renegotiate his contract with *** Comics for genuine participation in the Deathlok character that he created.When I was young, *** drew some of my favorite books including Fantastic Four, where he was handpicked to follow *** ***, and later The AvengersBest known for creating as well as writing and illustrating Deathlok (soon to be a major motion picture?), *** is among a handful of legendary *** Bullpen artists who had the opportunity to draw nearly every major *** character of the 1970s.In 2015, Aardwolf Publishing will release *** *** Artist, Innovator a perfect-bound portfolio of ***'s work with an introduction by Roy Thomas and, I expect, some rare insights from other important professionalsThis collection of ***'s impressive drawings will be a limited edition run that's launched with a Kickstarter campaign.But before we do that, Aardwolf is offering fans the opportunity to order the book now along with special signed/lettered or signed/numbered bookplates from ***These bookplates will contain unique head sketches of *** and DC characters that *** has drawn specially for this projectThis is a chance for you to own a piece of original *** Bucker art as well as the rarest iteration of this new book• Signed/numbered editions of *** ***: Artist, Innovator (only will be produced) including the head sketch by *** are $45 postage-paid• The Lettered Edition of *** ***: Artist, Innovator (only will be produced), including a head sketch by ***, is $72 postage-paid• You can also order the book without the original head sketch for only $20.Orders that need to be shipped outside of the U.Swill require additional postage.You can request the character of your choice and we will try to accommodate you, but all character head sketches are either *** or DC characters, and each one is unique.We do not have a ship date yet but you can reserve your copy now for just $20 (or by paying in full) by sending your order via *** to *** - Please specify whether you are ordering the numbered or lettered edition
[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.]
Revdex.com:
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,
[redacted]