Initial Business Response /* (1000, 5, 2016/04/19) */
Contact Name and Title: Mandy M[redacted] CC Manager
Contact Email: [redacted]@graphikdimensions.com
We are absolutely devastated that Mr. [redacted] is not thrilled with his service. We take pride in WOWing our customers with the exceptional care that...
Graphik Dimensions Ltd./pictureframes.com. has come to be known for, for over 50-years, which includes our 100%/Zero Guarantee! A refund in the amount of $152.90 was issued back to Mr. [redacted]'s financial institute on April 11th (the same day as requested). However, it can take up to a billing cycle for the financial institute to process the refund on their end and to be visible to the customer. While we understand, and do not want to bore anyone with the business details of credit card transactions, it is not always clear to the customer. We emailed the confirmation to Mr. [redacted], along with an offer of 20% off of his next purchase because his first experience with us, is not the lasting impression we would have hoped for him. Our desire is that Mr. [redacted] will receive the refund that has been issued by our company shortly and we can awe him with our quality and service in the future!
Initial Business Response /* (1000, 8, 2016/02/03) */
We are an organization that endeavors to provide exceptional care for our customers & clients, and takes great pride in the service that we have been famous for, for over 50 years. We are genuinely sorry for the confusion our customer has...
experienced regarding the size options on our website related to sizing their art. We make every possible effort to provide clear information, as it is our goal to provide an extraordinary customer experience and consistently WOW our creative community, each and every time. As a result of this feedback, we are now working on ways to evolve the language on our website, so no one else has a repeat experience. Additionally, the feedback, related to the way our Care Advisor handled the customer's inquiry, outed a training opportunity for us - a tremendous gift - of which we're taking full advantage to course-correct.
Fortunately, we've been able to recreate the order, in the size our customer needed, and have already replaced the frame at no cost (after all, we do have a 100%/Zero Guarantee, so our customers can order with confidence, simultaneously knowing that nothing from the creation of their orders will go to a landfill!). We appreciate the opportunity to make things right, and truly regret the bumps along the way (though they're always a fantastic learning for us).
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company took care of the problem in a way that I will use them in the future. I appreciate companies that are there for their customers. I can recommend the company to others.
Initial Business Response /* (1000, 5, 2016/04/19) */
Contact Name and Title: Mandy M[redacted] CC Manager
Contact Email: [redacted]@graphikdimensions.com
We are absolutely devastated that Mr. [redacted] is not thrilled with his service. We take pride in WOWing our customers with the exceptional care that...
Graphik Dimensions Ltd./pictureframes.com. has come to be known for, for over 50-years, which includes our 100%/Zero Guarantee! A refund in the amount of $152.90 was issued back to Mr. [redacted]'s financial institute on April 11th (the same day as requested). However, it can take up to a billing cycle for the financial institute to process the refund on their end and to be visible to the customer. While we understand, and do not want to bore anyone with the business details of credit card transactions, it is not always clear to the customer. We emailed the confirmation to Mr. [redacted], along with an offer of 20% off of his next purchase because his first experience with us, is not the lasting impression we would have hoped for him. Our desire is that Mr. [redacted] will receive the refund that has been issued by our company shortly and we can awe him with our quality and service in the future!
Initial Business Response /* (1000, 8, 2016/02/03) */
We are an organization that endeavors to provide exceptional care for our customers & clients, and takes great pride in the service that we have been famous for, for over 50 years. We are genuinely sorry for the confusion our customer has...
experienced regarding the size options on our website related to sizing their art. We make every possible effort to provide clear information, as it is our goal to provide an extraordinary customer experience and consistently WOW our creative community, each and every time. As a result of this feedback, we are now working on ways to evolve the language on our website, so no one else has a repeat experience. Additionally, the feedback, related to the way our Care Advisor handled the customer's inquiry, outed a training opportunity for us - a tremendous gift - of which we're taking full advantage to course-correct.
Fortunately, we've been able to recreate the order, in the size our customer needed, and have already replaced the frame at no cost (after all, we do have a 100%/Zero Guarantee, so our customers can order with confidence, simultaneously knowing that nothing from the creation of their orders will go to a landfill!). We appreciate the opportunity to make things right, and truly regret the bumps along the way (though they're always a fantastic learning for us).
Initial Consumer Rebuttal /* (2000, 10, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company took care of the problem in a way that I will use them in the future. I appreciate companies that are there for their customers. I can recommend the company to others.