Evolved Surfboards

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI never wanted a refund - I just wanted my board! It seems like rather than actually deal with the customer I'm getting a big "piss off" by the company This company sucks I guess I will use the refund to find a better company Now to address the rest of the company's response: First, To address the complaint part order has been cancelled and customer refundedPlease note the customers disputed total is incorrectThe only payment we received from the customer was our standard deposit of Not as indicated in the customer's complaint.--Yes they are right, the deposit was - the total board price was We apologize for the communication and the issue with miscommunication on the dateAs you were told in person the board was not ready on time due to head and weather related issues the day priorThe resin used in surfboards is very susceptible to high ambient temperatures and the glass shop determined that it was better to hold off until evening to finish boards with cooler temps vs finishing in the high heat and risking building you a board that was not up to the level of quality that both they and ourselves stand behind--Am I supposed to know that? I'm not a physiologist in surfboard making If you don't think you'll be able to deliver by a certain date, then don't make that date We were not notified of the change until less than minutes before we contacted you, and as noted in previous email communicationI was not in a position/place capable of making a call and due to a high volume of traffic in the showroom, they did not get the notification from us until after you stopped by, but again that would have been at least after 12pm that you would have gotten a call, whereas with email we attempted to notify you nearly instantaneously after we were informed--Again, sorry but phone calls would have been better If you can't call someone to notify them that it would be a waste of driving nearly two hours then you should really reconsider how you handle business In regards to the information you provided "YOU TOLD ME WEDNESDAY", I would like to clarify, that the person who made that comment does not work for us, or does he qualify as "YOU"{me} That person is an employee of the shop next door, noting the tentative date, that even we did not have at that pointWe were given Thursday by them so I'm not sure what changed, and again apologize you were given misinformation, but I cannot address it if I didn't know it was said until you brought it up in email--So why did the receptionist girl go along with that then? She didn't say it wouldn't be Wednesday - she agreed with it! Does she not work for you too? Everything seems to be someone else's fault with your company Re: The phoneYes, the phone does not get answered except Sat- Sun 12-during the open hours listedIf you call during the week as you have many times, there is nobody there to answer as they are not open--I call bull crap I've called dozens of times on a Saturday and nobody answers Furthermore, I've left messages If the phone gets used on Saturday, shouldn't you be calling customers back at least? Up until this point from Tuesday prior, when we found out via your email that there was a miscommunication where we were given Thursday as opposed to Wednesday Then we attempted to change the entire delivery to Friday the 16th if that worked for youWe have worked to reschedule an entire batch of boards, customers around your schedule, which I feel is more than fairThe shop feeling bad and trying to make up for the miscommunication even let you determine what day was the best for you for the following week, in which you chose Friday the 23rd We had to contact and re-adjust for the schedules of other people and their boards as well as other bulk customer to accommodate you, which we were more than happy to do as a commitment to doing whatever we can to keep customers happy --Not my problem You failed to resolve the problem We are a small family owned business, We focus on building a high quality product for the best price available to our customersWe dont have a person dedicated days a week to answering a phone or emails, its how we manage to keep a lower overheadWe reply and get back as fast as possible, sometimes they get missed due to the high volume of inbound emailsWe never intend for that to happen but every once in a while it does or we forget to respond, we are human it happens We build nearly boards a year and 99.99% of the time everyone is happy with the communication and it works out wellWe apologize again that this wasn't your experience with us and wish you the best on finding a board that works well for you.] --B.S The internet is litered with horror stories of communicating with your company Had I known that I probably never would have gone with your company in the first place I never suggested you answer your phone 24/ But for a company to not get back to customers or ever return phone calls is pretty horrendous Seems like you care more about churning out a product than making customers happy Regards, [redacted]

Not really sure where there is anywhere to agree or disagree on the following statement"The consumer in this complaint has reviewed the resolution you proposed, but determined that it would not be satisfactory to them Their complete message appears below We would like your cooperation in reviewing this information, and responding directly to the Revdex.com with your response, or further clarification of your original response within calendar days of the date of this letter Thank you for your continuing cooperation in this matter." Customer was unhappy, We were in the midst of email communication to work towards a solution, We came to a solution, so we thought settling on his scheduled date of Friday the 23rd as previously mentionedApparently that solution wasnt good enough as this review and a Facebook review claimed we weren't doing anythingSo the customer was refunded every cent he gave to uspromptlyWe apologized several timesNot really sure what else we can doThere was no alternative action, proposed or mentionedThe only thing returned was ranting to which is entitled if the customer feels soHowever to touch on a few things from the previous email"--Am I supposed to know that? I'm not a physiologist in surfboard making If you don't think you'll be able to deliver by a certain date, then don't make that date " No you are not, but on the 4th of the month the glassing crew doesn't know on the 8th and 9th the shop is going to cross and stay over degrees, they don't have the means to forsee that either as the weather was well hotter than predicted earlier in the weekSometimes those things happen its the nature of chemistry and manufacturing this type of productAlso to be noted EVERY board promised for the 10th was done on the 10thIncluding yours, though later in the daystill done Admittedly much later in the day We also at NO Time specified it would be done at a specific time Also worth noting there was a production question sent That took nearly business days to get a response, to which you were out of town, we understand that it happens, Some times you just aren't in a position to respond to somethingThat being saidEVEN with that delay your board was still done on the 10thWe made it happen and the guys got it done as fast as possibleSo even when there is a hiccup, guys will stay late, bust their butts and get it done to try to make sure the customer is happy--So why did the receptionist girl go along with that then? She didn't say it wouldn't be Wednesday - she agreed with it! Does she not work for you too? Because as mentioned before, The Glass shop sets those deliveriesThe showroom does not, so if they say something whomever is up there has no choice but to go okIts their setupThey would have no other info to go off of--I call bull crap I've called dozens of times on a Saturday and nobody answers Furthermore, I've left messages If the phone gets used on Saturday, shouldn't you be calling customers back at least? Based off the sheer amount of orders they take, via phoneThey obviously are calling people back and answeringPeople from all over the country aren't just walking in, so we do have a pretty reasonable benchmark to go off ofShould we start checking call logs maybe? We can look into that But its worth noting they are not paid hourly they are paid per board order, so it doesn't behoove them to not answer or respondTheir compensation is dependent on itSeems like you care more about churning out a product than making customers happyThis is an amazing juxtaposition of a commentOf course we care about making customers happy, that's why we have grown so exponentially based on referrals and repeat customers an EXTREMELY High percentage of our business is referralsObviously those customers are happy or they wouldn't be out and about telling their friends, which means a great deal to us, and that is in turn the reason we are able to "churn out boards" so quickly and successfully As they say, you cant make everyone happy, as hard as you try, be it paying to have it shipped down at our expense, shuffling the schedule of a dozen other people for you, etcand some times you just cant, as it seems in this caseAgain we apologize that our communication didn't meet your expectationsThanks again for giving us a shot and we wish you the best

First, To address the complaint part order has been cancelled and customer refundedPlease note the customers disputed total is incorrectThe only payment we received from the customer was our standard deposit of Not as indicated in the customer's complaint.In response to the
Customer's complaint.We apologize for the communication and the issue with miscommunication on the date.As you were told in person the board was not ready on time due to head and weather related issues the day priorThe resin used in surfboards is very susceptible to high ambient temperatures and the glass shop determined that it was better to hold off until evening to finish boards with cooler temps vs finishing in the high heat and risking building you a board that was not up to the level of quality that both they and ourselves stand behind.We were not notified of the change until less than minutes before we contacted you, and as noted in previous email communicationI was not in a position/place capable of making a call and due to a high volume of traffic in the showroom, they did not get the notification from us until after you stopped by, but again that would have been at least after 12pm that you would have gotten a call, whereas with email we attempted to notify you nearly instantaneously after we were informed.In regards to the information you provided "YOU TOLD ME WEDNESDAY", I would like to clarify, that the person who made that comment does not work for us, or does he qualify as "YOU"{me} That person is an employee of the shop next door, noting the tentative date, that even we did not have at that pointWe were given Thursday by them so I'm not sure what changed, and again apologize you were given misinformation, but I cannot address it if I didn't know it was said until you brought it up in email.Re: The phoneYes, the phone does not get answered except Sat- Sun 12-during the open hours listedIf you call during the week as you have many times, there is nobody there to answer as they are not open.Up until this point from Tuesday prior, when we found out via your email that there was a miscommunication where we were given Thursday as opposed to Wednesday Then we attempted to change the entire delivery to Friday the 16th if that worked for youWe have worked to reschedule an entire batch of boards, customers around your schedule, which I feel is more than fairThe shop feeling bad and trying to make up for the miscommunication even let you determine what day was the best for you for the following week, in which you chose Friday the 23rdWe had to contact and re-adjust for the schedules of other people and their boards as well as other bulk customer to accommodate you, which we were more than happy to do as a commitment to doing whatever we can to keep customers happy.We are a small family owned business, We focus on building a high quality product for the best price available to our customersWe dont have a person dedicated days a week to answering a phone or emails, its how we manage to keep a lower overheadWe reply and get back as fast as possible, sometimes they get missed due to the high volume of inbound emailsWe never intend for that to happen but every once in a while it does or we forget to respond, we are human it happens We build nearly boards a year and 99.99% of the time everyone is happy with the communication and it works out wellWe apologize again that this wasn't your experience with us and wish you the best on finding a board that works well for you.Thank You

Not really sure where there is anywhere to agree or disagree on the following statement."The consumer in this complaint has reviewed the resolution you proposed, but determined that it would not be satisfactory to them.  Their complete message appears below.  We would like your cooperation in reviewing this information, and responding directly to the Revdex.com with your response, or further clarification of your original response within 14 calendar days of the date of this letter.  Thank you for your continuing cooperation in this matter."Customer was unhappy, We were in the midst of email communication to work towards a solution, We came to a solution, so we thought settling on his scheduled date of Friday the 23rd as previously mentioned. Apparently that solution wasnt good enough as this review and a Facebook review claimed we weren't doing anything... So the customer was refunded every cent he gave to us... promptly. We apologized several times... Not really sure what else we can do.There was no alternative action, proposed or mentioned.The only thing returned was ranting to which is entitled if the customer feels so...However to touch on a few things from the previous email.."--Am I supposed to know that?  I'm not a physiologist in surfboard making.  If you don't think you'll be able to deliver by a certain date, then don't make that date.  " No you are not, but on the  4th of the month the glassing crew doesn't know on the 8th and 9th the shop is going to cross and stay over 100 degrees, they don't have the means to forsee that either as the weather was well hotter than predicted earlier in the week. Sometimes those things happen its the nature of chemistry and manufacturing this type of product. Also to be noted EVERY board promised for the 10th was done on the 10th. Including yours, though later in the day... still done.  Admittedly much later in the day.  We also at NO Time specified it would be done at a specific time. Also worth noting there was a production question sent That took nearly 2 business days to get a response, to which you were out of town, we understand that it happens, Some times you just aren't in a position to respond to something.That being said. EVEN with that delay your board was still done on the 10th. We made it happen and the guys got it done as fast as possible. So even when there is a hiccup, guys will stay late, bust their butts and get it done to try to make sure the customer is happy.--So why did the receptionist girl go along with that then?  She didn't say it wouldn't be Wednesday - she agreed with it!  Does she not work for you too?Because as mentioned before, The Glass shop sets those deliveries. The showroom does not, so if they say something whomever is up there has no choice but to go ok.. Its their setup. They would have no other info to go off of.--I call bull crap.  I've called dozens of times on a Saturday and nobody answers.  Furthermore, I've left messages.  If the phone gets used on Saturday, shouldn't you be calling customers back at least? Based off the sheer amount of orders they take, via phone....... They obviously are calling people back and answering. People from all over the country aren't just walking in, so we do have a pretty reasonable benchmark to go off of. Should we start checking call logs maybe? We can look into that.  But its worth noting they are not paid hourly they are paid per board order, so it doesn't behoove them to not answer or respond. Their compensation is dependent on it.Seems like you care more about churning out a product than making customers happy....This is an amazing juxtaposition of a comment.. Of course we care about making customers happy, that's why we have grown so exponentially based on referrals and repeat customers an EXTREMELY High percentage of our business is referrals. Obviously those customers are happy or they wouldn't be out and about telling their friends, which means a great deal to us, and that is in turn the reason we are able to "churn out boards" so quickly and successfully. As they say, you cant make everyone happy, as hard as you try, be it paying to have it shipped down at our expense, shuffling the schedule of a dozen other people for you, etc... and some times you just cant, as it seems in this case.Again we apologize that our communication didn't meet your expectations.Thanks again for giving us a shot and we wish you the best.

Not really sure where there is anywhere to agree or disagree on the following statement.
"The consumer in this complaint has reviewed the resolution you proposed, but determined that it would not be satisfactory to them.  Their complete message appears below.  We would like your cooperation in reviewing this information, and responding directly to the Revdex.com with your response, or further clarification of your original response within 14 calendar days of the date of this letter.  Thank you for your continuing cooperation in this matter."
Customer was unhappy, We were in the midst of email communication to work towards a solution, We came to a solution, so we thought settling on his scheduled date of Friday the 23rd as previously mentioned. Apparently that solution wasnt good enough as this review and a Facebook review claimed we weren't doing anything... So the customer was refunded every cent he gave to us... promptly. We apologized several times... Not really sure what else we can do.
There was no alternative action, proposed or mentioned.
The only thing returned was ranting to which is entitled if the customer feels so...
However to touch on a few things from the previous email..
"--Am I supposed to know that?  I'm not a physiologist in surfboard making.  If you don't think you'll be able to deliver by a certain date, then don't make that date.  " No you are not, but on the  4th of the month the glassing crew doesn't know on the 8th and 9th the shop is going to cross and stay over 100 degrees, they don't have the means to forsee that either as the weather was well hotter than predicted earlier in the week. Sometimes those things happen its the nature of chemistry and manufacturing this type of product. Also to be noted EVERY board promised for the 10th was done on the 10th. Including yours, though later in the day... still done.  Admittedly much later in the day.  We also at NO Time specified it would be done at a specific time. 
Also worth noting there was a production question sent That took nearly 2 business days to get a response, to which you were out of town, we understand that it happens, Some times you just aren't in a position to respond to something.
That being said. EVEN with that delay your board was still done on the 10th. We made it happen and the guys got it done as fast as possible. So even when there is a hiccup, guys will stay late, bust their butts and get it done to try to make sure the customer is happy.
--So why did the receptionist girl go along with that then?  She didn't say it wouldn't be Wednesday - she agreed with it!  Does she not work for you too?
Because as mentioned before, The Glass shop sets those deliveries. The showroom does not, so if they say something whomever is up there has no choice but to go ok.. Its their setup. They would have no other info to go off of.
--I call bull crap.  I've called dozens of times on a Saturday and nobody answers.  Furthermore, I've left messages.  If the phone gets used on Saturday, shouldn't you be calling customers back at least? 
Based off the sheer amount of orders they take, via phone....... They obviously are calling people back and answering. People from all over the country aren't just walking in, so we do have a pretty reasonable benchmark to go off of. Should we start checking call logs maybe? We can look into that.  But its worth noting they are not paid hourly they are paid per board order, so it doesn't behoove them to not answer or respond. Their compensation is dependent on it.
Seems like you care more about churning out a product than making customers happy....
This is an amazing juxtaposition of a comment.. Of course we care about making customers happy, that's why we have grown so exponentially based on referrals and repeat customers an EXTREMELY High percentage of our business is referrals. Obviously those customers are happy or they wouldn't be out and about telling their friends, which means a great deal to us, and that is in turn the reason we are able to "churn out boards" so quickly and successfully. 
As they say, you cant make everyone happy, as hard as you try, be it paying to have it shipped down at our expense, shuffling the schedule of a dozen other people for you, etc... and some times you just cant, as it seems in this case.
Again we apologize that our communication didn't meet your expectations.
Thanks again for giving us a shot and we wish you the best.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I never wanted a refund - I just wanted my board!  It seems like rather than actually deal with the customer I'm getting a big "piss off" by the company.  This company sucks.  I guess I will use the refund to find a better company.  Now to address the rest of the company's response:
First, To address the complaint part order has been cancelled and customer refunded. Please note the customers disputed total is incorrect. The only payment we received from the customer was our standard deposit of 125.00 Not 320.00 as indicated in the customer's complaint.--Yes they are right, the deposit was 125 - the total board price was 320.  
We apologize for the communication and the issue with miscommunication on the date.
As you were told in person the board was not ready on time due to head and weather related issues the day prior. The resin used in surfboards is very susceptible to high ambient temperatures and  the glass shop determined that it was better to hold off until evening to finish boards with cooler temps vs finishing in the high heat and risking building you a board that was not up to the level of quality that both they and ourselves stand behind.
--Am I supposed to know that?  I'm not a physiologist in surfboard making.  If you don't think you'll be able to deliver by a certain date, then don't make that date.  
We were not notified of the change until less than 5 minutes before we contacted you, and as noted in previous email communication. I was not in a position/place capable of making a call and due to a high volume of traffic in the showroom, they did not get the notification from us until after you stopped by, but again that would have been at least after 12pm that you would have gotten a call, whereas with email we attempted to notify you nearly instantaneously after we were informed.
--Again, sorry but phone calls would have been better.  If you can't call someone to notify them that it would be a waste of driving nearly two hours then you should really reconsider how you handle business.  
In regards to the information you provided "YOU TOLD ME WEDNESDAY", I would like to clarify, that the person who made that comment does not work for us, or does he qualify as "YOU"{me} That person is an employee of the shop next door, noting the tentative date, that even we did not have at that point. We were given Thursday by them so I'm not sure what changed, and again apologize you were given misinformation, but I cannot address it if I didn't know it was said until you brought it up in email.
--So why did the receptionist girl go along with that then?  She didn't say it wouldn't be Wednesday - she agreed with it!  Does she not work for you too?  Everything seems to be someone else's fault with your company. 
Re: The phone. Yes, the phone does not get answered except Sat- Sun 12-5 during the open hours listed. If you call during the week as you have many times, there is nobody there to answer as they are not open.
--I call bull crap.  I've called dozens of times on a Saturday and nobody answers.  Furthermore, I've left messages.  If the phone gets used on Saturday, shouldn't you be calling customers back at least?  
Up until this point from Tuesday prior, when we found out via your email that there was a miscommunication where we were given Thursday as opposed to Wednesday.  Then we attempted to change the entire delivery to Friday the 16th  if that worked for you. We have worked to reschedule an entire batch of boards, 13 customers around your schedule, which I feel is more than fair. The shop feeling bad and trying to make up  for the miscommunication even let you determine what day was the best for you for the following week, in which you chose Friday the 23rd
We had to contact and re-adjust for the schedules of 12 other people and their boards as well as 1 other bulk customer to accommodate you, which we were more than happy to do as a commitment to doing whatever we can to keep customers happy.   
--Not my problem.  You failed to resolve the problem. 
We are a small family owned business, We focus on building a high quality product for the best price available to our customers. We dont have a person dedicated 7 days a week to answering a phone or emails, its how we manage to keep a lower overhead. We reply and get back as fast as possible, sometimes they get missed due to the high volume of inbound emails. We never intend for that to happen but every once in a while it does or we forget to respond, we are human it happens.  We build nearly 1000 boards a year and 99.99% of the time everyone is happy with the communication and it works out well. We apologize again that this wasn't your experience with us and wish you the best on finding a board that works well for you.]
--B.S.  The internet is litered with horror stories of communicating with your company.  Had I known that I probably never would have gone with your company in the first place.  I never suggested you answer your phone 24/7.  But for a company to not get back to customers or ever return phone calls is pretty horrendous.  Seems like you care more about churning out a product than making customers happy.
Regards,
[redacted]

First, To address the complaint part order has been cancelled and customer refunded. Please note the customers disputed total is incorrect. The only payment we received from the customer was our standard deposit of 125.00 Not 320.00 as indicated in the customer's complaint.
In...

response to the Customer's complaint.
We apologize for the communication and the issue with miscommunication on the date.
As you were told in person the board was not ready on time due to head and weather related issues the day prior. The resin used in surfboards is very susceptible to high ambient temperatures and  the glass shop determined that it was better to hold off until evening to finish boards with cooler temps vs finishing in the high heat and risking building you a board that was not up to the level of quality that both they and ourselves stand behind.
We were not notified of the change until less than 5 minutes before we contacted you, and as noted in previous email communication. I was not in a position/place capable of making a call and due to a high volume of traffic in the showroom, they did not get the notification from us until after you stopped by, but again that would have been at least after 12pm that you would have gotten a call, whereas with email we attempted to notify you nearly instantaneously after we were informed.
In regards to the information you provided "YOU TOLD ME WEDNESDAY", I would like to clarify, that the person who made that comment does not work for us, or does he qualify as "YOU"{me} That person is an employee of the shop next door, noting the tentative date, that even we did not have at that point. We were given Thursday by them so I'm not sure what changed, and again apologize you were given misinformation, but I cannot address it if I didn't know it was said until you brought it up in email.
Re: The phone. Yes, the phone does not get answered except Sat- Sun 12-5 during the open hours listed. If you call during the week as you have many times, there is nobody there to answer as they are not open.
Up until this point from Tuesday prior, when we found out via your email that there was a miscommunication where we were given Thursday as opposed to Wednesday.  Then we attempted to change the entire delivery to Friday the 16th  if that worked for you. We have worked to reschedule an entire batch of boards, 13 customers around your schedule, which I feel is more than fair. The shop feeling bad and trying to make up  for the miscommunication even let you determine what day was the best for you for the following week, in which you chose Friday the 23rd
We had to contact and re-adjust for the schedules of 12 other people and their boards as well as 1 other bulk customer to accommodate you, which we were more than happy to do as a commitment to doing whatever we can to keep customers happy.
We are a small family owned business, We focus on building a high quality product for the best price available to our customers. We dont have a person dedicated 7 days a week to answering a phone or emails, its how we manage to keep a lower overhead. We reply and get back as fast as possible, sometimes they get missed due to the high volume of inbound emails. We never intend for that to happen but every once in a while it does or we forget to respond, we are human it happens.  We build nearly 1000 boards a year and 99.99% of the time everyone is happy with the communication and it works out well. We apologize again that this wasn't your experience with us and wish you the best on finding a board that works well for you.
Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I never wanted a refund - I just wanted my board!  It seems like rather than actually deal with the customer I'm getting a big "piss off" by the company.  This company sucks.  I guess I will use the refund to find a better company.  Now to address the rest of the company's response:First, To address the complaint part order has been cancelled and customer refunded. Please note the customers disputed total is incorrect. The only payment we received from the customer was our standard deposit of 125.00 Not 320.00 as indicated in the customer's complaint.--Yes they are right, the deposit was 125 - the total board price was 320.  We apologize for the communication and the issue with miscommunication on the date.As you were told in person the board was not ready on time due to head and weather related issues the day prior. The resin used in surfboards is very susceptible to high ambient temperatures and  the glass shop determined that it was better to hold off until evening to finish boards with cooler temps vs finishing in the high heat and risking building you a board that was not up to the level of quality that both they and ourselves stand behind.--Am I supposed to know that?  I'm not a physiologist in surfboard making.  If you don't think you'll be able to deliver by a certain date, then don't make that date.  We were not notified of the change until less than 5 minutes before we contacted you, and as noted in previous email communication. I was not in a position/place capable of making a call and due to a high volume of traffic in the showroom, they did not get the notification from us until after you stopped by, but again that would have been at least after 12pm that you would have gotten a call, whereas with email we attempted to notify you nearly instantaneously after we were informed.--Again, sorry but phone calls would have been better.  If you can't call someone to notify them that it would be a waste of driving nearly two hours then you should really reconsider how you handle business.  In regards to the information you provided "YOU TOLD ME WEDNESDAY", I would like to clarify, that the person who made that comment does not work for us, or does he qualify as "YOU"{me} That person is an employee of the shop next door, noting the tentative date, that even we did not have at that point. We were given Thursday by them so I'm not sure what changed, and again apologize you were given misinformation, but I cannot address it if I didn't know it was said until you brought it up in email.--So why did the receptionist girl go along with that then?  She didn't say it wouldn't be Wednesday - she agreed with it!  Does she not work for you too?  Everything seems to be someone else's fault with your company. Re: The phone. Yes, the phone does not get answered except Sat- Sun 12-5 during the open hours listed. If you call during the week as you have many times, there is nobody there to answer as they are not open.--I call bull crap.  I've called dozens of times on a Saturday and nobody answers.  Furthermore, I've left messages.  If the phone gets used on Saturday, shouldn't you be calling customers back at least?  Up until this point from Tuesday prior, when we found out via your email that there was a miscommunication where we were given Thursday as opposed to Wednesday.  Then we attempted to change the entire delivery to Friday the 16th  if that worked for you. We have worked to reschedule an entire batch of boards, 13 customers around your schedule, which I feel is more than fair. The shop feeling bad and trying to make up  for the miscommunication even let you determine what day was the best for you for the following week, in which you chose Friday the 23rdWe had to contact and re-adjust for the schedules of 12 other people and their boards as well as 1 other bulk customer to accommodate you, which we were more than happy to do as a commitment to doing whatever we can to keep customers happy.   --Not my problem.  You failed to resolve the problem. We are a small family owned business, We focus on building a high quality product for the best price available to our customers. We dont have a person dedicated 7 days a week to answering a phone or emails, its how we manage to keep a lower overhead. We reply and get back as fast as possible, sometimes they get missed due to the high volume of inbound emails. We never intend for that to happen but every once in a while it does or we forget to respond, we are human it happens.  We build nearly 1000 boards a year and 99.99% of the time everyone is happy with the communication and it works out well. We apologize again that this wasn't your experience with us and wish you the best on finding a board that works well for you.]--B.S.  The internet is litered with horror stories of communicating with your company.  Had I known that I probably never would have gone with your company in the first place.  I never suggested you answer your phone 24/7.  But for a company to not get back to customers or ever return phone calls is pretty horrendous.  Seems like you care more about churning out a product than making customers happy.
Regards,
[redacted]