Cerami Cafe

Dear [redacted] ,Thanks so much for sending this via e-mail.I would like to explain a little bit more of the situation that we faced with this customerWhen she originally called asking about the process of the studio I personally took the call and explained her that the turn around is days for customers to have their pieces backShe explained me that she was going to visit and that there was no way that she would fit within that day process as her mother in law was sick and she needed to go see her before doing any other activityI tried to give her all the options and tried to help her as much as I could as she seemed very interested in coming to the studioI mentioned that we had acrylic paint where she could’ve taken same day but if she chose a plate or any kind of dinnerware she would not be able to use it as it as it wouldn’t be fired, would be just decorativeI mentioned to her that we don’t ship pieces but I thought I could offer it myself to ship it if she was willing to pay for shipping.She came to paint and left all information to be shippedI am not present in the studio everyday and I recall it was spring break so we are really busy everyday, and things in general get delayed, one of her pieces needed to be refired and with the studio being busier yes her piece got delayed more the process as well as all the other pieces.When one of my employees told me that she called I told her that her pieces got shipped already that we are really sorry that took longer of what originally was said but there was really anything else that we could’ve done as the pieces were shipped on a ground shipping feethe cost of shipping was a lot more of what we told her as we needed to use a bigger box I didn’t charge her for the extra amount as I personally told her it was about dlls I payed for that extra amountShe was very upset and asked for me to call back which I did and I explained her all the above and told her patiently that I was really sorry she was upset but this is one of the reason we don’t as a company ship piecesIt was me personally offering her to ship her pieces and there was really nothing I could do to express the shipping or anything else.Thank you, [redacted]

"padding: 0px;">Dear [redacted],Thanks so much for sending this via e-mail.I would like to explain a little bit more of the situation that we faced with this customerWhen she originally called asking about the process of the studio I personally took the call and explained her that the turn around is days for customers to have their pieces backShe explained me that she was going to visit and that there was no way that she would fit within that day process as her mother in law was sick and she needed to go see her before doing any other activityI tried to give her all the options and tried to help her as much as I could as she seemed very interested in coming to the studioI mentioned that we had acrylic paint where she could've taken same day but if she chose a plate or any kind of dinnerware she would not be able to use it as it as it wouldn't be fired, would be just decorativeI mentioned to her that we don't ship pieces but I thought I could offer it myself to ship it if she was willing to pay for shipping.She came to paint and left all information to be shippedI am not present in the studio everyday and I recall it was spring break so we are really busy everyday, and things in general get delayed, one of her pieces needed to be refired and with the studio being busier yes her piece got delayed more the process as well as all the other pieces.When one of my employees told me that she called I told her that her pieces got shipped already that we are really sorry that took longer of what originally was said but there was really anything else that we could've done as the pieces were shipped on a ground shipping feethe cost of shipping was a lot more of what we told her as we needed to use a bigger box I didn't charge her for the extra amount as I personally told her it was about dlls I payed for that extra amount. She was very upset and asked for me to call back which I did and I explained her all the above and told her patiently that I was really sorry she was upset but this is one of the reason we don't as a company ship piecesIt was me personally offering her to ship her pieces and there was really nothing I could do to express the shipping or anything else.Thank you,[redacted]

Review: my daughters and I went in to cerami cafe to paint ceramics while on vacation. I was told a week before going in that shipping would be our best option.I agreed and purchased our [redacted]. Once we got there they were helpful with the process and went over everything with me. After we were done painting and I started paying for everything, the woman informed me that it takes 5 days to fire and then it will be shipped. Again I was ok and left my card number to be used for shipping purposes. Well 2 weeks and 4 days later I still didn't have our two pieces. I called the company to ask where it was and the woman apologized and told me that the mug we painted had issues in the kiln and needed to be refired and it took an extra 5 days along with other excuses. She ended with telling me that shipping would be around $12 and someone would call me back that evening to give me an exact total. That evening I never heard back. I proceeded to call 2 weeks 5 days after our patronage and the associate let me know she understood my points and believed I should be given something in return for no communication and lack of professionalism during this process. She assured me she would find out what was going on and get back to me. She took my number and informed me she was going to call whoever took our pieces to the post office. About 15 min later I got a phone call from the same associate and said she was extremely sorry and said the manager would not approve a postal refund and there was nothing she would do. She again restated that I had valid points and she would push and see what could be done. The manager called me an hour later and informed me that she was sorry and again gave me excuses like she was busy, wasn't there over a weekend, and forgot to call. I told her that I wanted just the 12 dollars refunded back to me for the inconvenience and she insisted that she wouldn't and continued to argue with me.Desired Settlement: I would like the shipping refunded.

Business

Response:

Dear [redacted],Thanks so much for sending this via e-mail.I would like to explain a little bit more of the situation that we faced with this customer. When she originally called asking about the process of the studio I personally took the call and explained her that the normal turn around is 5 days for customers to have their pieces back. She explained me that she was going to visit and that there was no way that she would fit within that 5 day process as her mother in law was sick and she needed to go see her before doing any other activity. I tried to give her all the options and tried to help her as much as I could as she seemed very interested in coming to the studio. I mentioned that we had acrylic paint where she could’ve taken same day but if she chose a plate or any kind of dinnerware she would not be able to use it as it as it wouldn’t be fired, would be just decorative. I mentioned to her that we don’t ship pieces but I thought I could offer it myself to ship it if she was willing to pay for shipping.She came to paint and left all information to be shipped. I am not present in the studio everyday and I recall it was spring break so we are really busy everyday, and things in general get delayed, one of her pieces needed to be refired and with the studio being busier yes her piece got delayed more the normal process as well as all the other pieces.When one of my employees told me that she called I told her that her pieces got shipped already that we are really sorry that took longer of what originally was said but there was really anything else that we could’ve done as the pieces were shipped on a normal ground shipping fee. the cost of shipping was a lot more of what we told her as we needed to use a bigger box I didn’t charge her for the extra amount as I personally told her it was about 12 dlls I payed for that extra amount. She was very upset and asked for me to call back which I did and I explained her all the above and told her patiently that I was really sorry she was upset but this is one of the reason we don’t as a company ship pieces. It was me personally offering her to ship her pieces and there was really nothing I could do to express the shipping or anything else.Thank you,[redacted]