Alphabet Signs,Inc.

Dear ***,
I would like to first apologize for any
inconvenience my
web site may have caused youI sincerely regret the
inconvenience of your time and the invasive psurveyI would also like to
thank you for your time contacting the Revdex.com with your concerns and offering me
an opportunity to reply
I know you are mostly bothered by the
survey but you mentioned several complaints with your experience so I will try
to offer a full explanation I hope that,
while you may not agree with our business model, you have a better
understanding of our intent and know that we are real people that truly care
about our customers
I did speak with ***Mandy, Sharu and Kristen
who worked on your order and I greatly appreciate your kind words about their
customer serviceI also spent the weekend searching for a better survey
solution but unfortunately, for a business my size the choices remain few
We are an Internet retailer and to be more efficient
and offer discount prices we are not set up to take orders over the phoneThis
is the same business model as reputable companies like Amazon
Our customer service is happy to walk you
through the web site which provides a designer so that you can see the vinyl
letters and know the dimensions before you order them
We do not promise products that we know we
are cannot produceWe focus on what we do well and most customers want vinyl
letters under 12"
I'm not sure what happened but you are not required
to take the surveyYou just don't start taking the survey or just click on the 'X' to close
We use the survey to get honest feedback
from our customers that they may not otherwise tell usWe have been able to find
ways to lower prices on products that customer thought were too expensiveWe
have been able to find better shipping methods on products that were taking too
long to deliverI have learned that we are measured by customer expectations
and not market realities and strive to over-perform
I have also listened to your feedback and
looked for a better survey solution, (we may have found one but still need more
information from them), but the survey vendors pretty much the same as it was last yearWhile
we have had a few complaints like your, which is one too many, we have also had
many business customers thank us for the survey gift as they use them in their
lobbies and waiting rooms
We greatly appreciate your order and I hope
that your order has now arrived and you are completely satisfied with the
additional work by Mandyand SharuI hope you understand that we truly care
about our customers and use the surveys to improve our businessWe have heard
your complaint and will continue to search for a better alternative
Please contact me if you have any further
concerns
Sincerely,
Daniel K***
P.SWe do not sell personal information;
it is a violation of our privacy policyI found information from ***, the
operator of the survey, and they offered the following response and asked you
to email their help line if you have any questions:
We're sorry to hear that you have concerns
about your personal and financial after taking our surveyPlease rest assured
that we do not, at any time, have access to the personal information that you
provide to the merchant or any of our other merchant partnersIt would be
illegal to share personal and credit card information from company to company
We certainly do not do thatThe only personal information we ever see is what
you choose to provide to us while filling out our surveyFurthermore, if you
uncheck the box that says, "You are authorized to share my information
with the merchant" then we will not share your personal information to the
merchant
The magazine promotion we offer is an
optional "Thank You" for taking the surveyIt is provided in tandem
with our partner, *** ***From your comments, it sounds as if you may
have been confused by the phrase, "...the first year of up to magazines
is already paid for" in the closing text of the surveyThat phrase simply
means that the overall cost of the subscriptions is covered by ***, another
partner of ***We do not share your information with either of these
companiesIn order to take advantage of the promotion, you have to fill out an
order form, and hit the "submit" buttonFurthermore, we do not get
your credit card information even if you choose to accept the promotionThat
data only goes to ***
We sincerely apologize for any confusion or
concernShould you have any further questions you may contact us at
help@***.com, or by posting them here
Best Regards,
*** Customer Support

Dear [redacted],
I would like to first apologize for any
inconvenience my web site may have caused you. I sincerely regret the
inconvenience of your time and the invasive pop-up survey. I would also like to
thank you for your time contacting the Revdex.com with your concerns and offering me
an opportunity...

to reply.
I know you are mostly bothered by the
survey but you mentioned several complaints with your experience so I will try
to offer a full explanation.  I hope that,
while you may not agree with our business model, you have a better
understanding of our intent and know that we are real people that truly care
about our customers.
I did speak with [redacted]Mandy, Sharu and Kristen
who worked on your order and I greatly appreciate your kind words about their
customer service. I also spent the weekend searching for a better survey
solution but unfortunately, for a business my size the choices remain few.
1. We are an Internet retailer and to be more efficient
and offer discount prices we are not set up to take orders over the phone. This
is the same business model as reputable companies like Amazon.
2. Our customer service is happy to walk you
through the web site which provides a designer so that you can see the vinyl
letters and know the dimensions before you order them.
3. We do not promise products that we know we
are cannot produce. We focus on what we do well and most customers want vinyl
letters under 12".
4. I'm not sure what happened but you are not required
to take the survey. You just don't start taking the survey or just click on the 'X' to close.
5. We use the survey to get honest feedback
from our customers that they may not otherwise tell us. We have been able to find
ways to lower prices on products that customer thought were too expensive. We
have been able to find better shipping methods on products that were taking too
long to deliver. I have learned that we are measured by customer expectations
and not market realities and strive to over-perform.
6. I have also listened to your feedback and
looked for a better survey solution, (we may have found one but still need more
information from them), but the survey vendors pretty much the same as it was last year. While
we have had a few complaints like your, which is one too many, we have also had
many business customers thank us for the survey gift as they use them in their
lobbies and waiting rooms.
We greatly appreciate your order and I hope
that your order has now arrived and you are completely satisfied with the
additional work by Mandyand Sharu. I hope you understand that we truly care
about our customers and use the surveys to improve our business. We have heard
your complaint and will continue to search for a better alternative.
Please contact me if you have any further
concerns.
 
Sincerely,
 
Daniel K[redacted]
 
P.S. We do not sell personal information;
it is a violation of our privacy policy. I found information from [redacted], the
operator of the survey, and they offered the following response and asked you
to email their help line if you have any questions:
We're sorry to hear that you have concerns
about your personal and financial after taking our survey. Please rest assured
that we do not, at any time, have access to the personal information that you
provide to the merchant or any of our other merchant partners. It would be
illegal to share personal and credit card information from company to company.
We certainly do not do that. The only personal information we ever see is what
you choose to provide to us while filling out our survey. Furthermore, if you
uncheck the box that says, "You are authorized to share my information
with the merchant" then we will not share your personal information to the
merchant.
The magazine promotion we offer is an
optional "Thank You" for taking the survey. It is provided in tandem
with our partner, [redacted]. From your comments, it sounds as if you may
have been confused by the phrase, "...the first year of up to 4 magazines
is already paid for" in the closing text of the survey. That phrase simply
means that the overall cost of the subscriptions is covered by [redacted], another
partner of [redacted]. We do not share your information with either of these
companies. In order to take advantage of the promotion, you have to fill out an
order form, and hit the "submit" button. Furthermore, we do not get
your credit card information even if you choose to accept the promotion. That
data only goes to [redacted].
We sincerely apologize for any confusion or
concern. Should you have any further questions you may contact us at
help@[redacted].com, or by posting them here.
 
Best Regards,
[redacted] Customer Support

Dear [redacted],I am following up to your complaint and I know that you have been working with Mandy to resolve your issue.
We agreed with the customer that he could return the letters back to the factory for scrap value and we would replace the lower case letters with upper...

case letters for the difference in cost.
Although we shipped custom made letters exactly as ordered we are disappointed that the customer did not understand that lower case letters are not the same height as upper case letters. We have made changes to our web site to better notify customers of custom items and how lower case letter heights may vary depending on the font shape.
We regret any inconvenience this has caused the customer. 
Sincerely,
Daniel K[redacted]
Alphabet Signs