Our company prides ourselves in the level of photography expertise that we provideTherefore, it deeply saddens me that this customer wasn’t pleased the photo proofs; as we provide individualized customer service by working with customer to provide satisfaction However, no photo is perfect, so for an additional cost our company does offer touch ups to appease each customer Nevertheless, we value 100% customer satisfaction, so we have reached out to the customer several times via email and phone to no avail to offer free touch upsThe customer’s account has been notated of the offer for whenever they are ready to place an order I hope this clears up any concerns or issues, as we look forward to assisting this customer
I would like to apologize for the misunderstanding that was experienced by the customerHowever, the customer service representatives instructed the customer correctlyThe photos were taken at two different events and days, so they aren’t usually combined I am pleased to say that we came to a resolution for this case: we did honor the customer’s request for the buy one get one freeThe order was placed by one of the customer service representatives on6/
[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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:While I appreciate the complimentary Easter Package, I think it is imperative that you know that we did go to our session early There was NO ONE there--no appointments, NOTHING Your story was simply not true, and I NEVER appreciate being lied to The attendant working there told me they did not have anyone waiting or set up to be there Regards, [redacted]
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 meThe Iconic group contacted me and offered me a full refund for the products in dispute Resolved! Regards, [redacted] ***
This is the resolution to case # [redacted] Customer has been refunded as requestedThanks, [redacted] Customer Service ManagerMartin Hurst Rd Tallahassee, FL 32312Online: [redacted] .com
Thank you for being a valued customerI understand that your complaint is that you never received the photo package that you purchased in a timely a matter, and that you called for assistance; which a supervisor promised you a rushed order with a tracking number to no availThis does not reflect the quality of service and experience that we intend to provide our valued customers, and we do not take this lightly as we have trained all of our staff to deal with all type of situationsTo investigate the matter, I combined through your customer profile and I was not able verify any type of communication between you and my staffNeither the less, I overnighted you a new order with the [redacted] tracking number of # [redacted] , and provided a partial refund that takes 1-business days to processCongratulations on graduating, and I hope you enjoy your picturesPlease let me know if I can be of any further assistance
Thank you for being a valued customerI am sorry that we made a mistake, and that it had to come to this point to have it rectifiedYour experience will be used as a teaching moment to the customer service representatives in the futurePer your request, I am provided you with a full refund
Please allow 1-business days
I would like to apologize for the technical difficulties that the customer experienced when to attempting to apply the coupon codesWe assure that customer satisfaction is our top priority and we want the service at our company to reflect that principle I have applied the desired
settle that the customer requested, which was a refund of $Please allow 1-business days for the processing of the refundHave a pleasant day
We are extremely displeased to hear about your disappointment with our companyWe make every effort to satisfy each and every one of our customers and are truly regretful that your experience thus far has not been a remarkable one You stated that you were informed that *** is a
ManagerI would like to clarify that she is not a Manager, but a Seasonal Supervisor during the busiest times of the yearMost escalated calls are routed to our Supervisors first, not to our Managers so therefore you should have been informed that she is a SupervisorWe apologize for any confusion this might have caused Nonetheless, she did follow the correct procedure when placing your Canadian orderOur policy for sending out Canadian orders with tracking is to flag it back to our Tallahassee location, then add the necessary tracking to the order and then send it out as quickly as possibleWe sincerely apologize if *** did not fully elaborate on our Canadian shipping methods and delivery timesAll Canadian orders without tracking generally take 2-weeks to arrive in the mail from the date it was mailed out and those sent out with tracking tend to arrive in 2-weeks from the date it was mailed outThe time frames that are provided don’t include the amount of time our representative’s must wait to receive a customer’s order at their desk before sending it outTherefore, in summary Canadian orders can take up to 2-weeks to arrive in the mail Also, shortly after *** spoke with you on the phone, *** later found out that our Mail Tech placed the incorrect tracking number on your account, which *** unknowingly providedThis by no means was ***’s fault since she was only utilizing the information our Mail Tech placed on the accountI have spoken with the Mail Tech and have informed her that attention to detail and placing the correct tracking numbers within each customer’s account is of upmost importance We understand that there have been several errors in regards to your order and we take full responsibility in our mistakesWhen the errors on this account escalated, it was then brought to my attention and I took over for ***However, before I took over, *** did express to me her desire to place a partial refund on the account and her deepest apology for your frustration and all of the inconvenience*** is actually one of the best Seasonal Supervisors we have, and she is always eager to go the extra mile for our customers in order to provide excellent serviceLastly, I have granted approval of the refund that you requested for the amount of $57.58, which will posted to your account within the next 3-business days
[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 ***, and find that this resolution is satisfactory to me, if the full refund is fulfilled.
Regards,
*** ***
Below is the email sent to the customerWe are working with her to get her a new product sent for the amount she paid. On Jun 16, 2016, at 9:AM, *** Shavers wrote: Hello Therese, Thank you for contacting GradImagesWe apologize about
your recent experience with our Customer Service RepresentativesI’d be more than happy to add the additional ceremony highlights of your choice to your downloads package and then send you a new updated linkAnother option would be applying credit towards a different item insteadPlease feel free to contact me directly at my extension below once you have made your decision. Thanks, If you have any other comments or questions, please feel free to contact us.*** *** ***
*** *** *** *** *** *** **
*** *** ***
*** *** *** *** Hello ***,I am happy to apply the credit towards a different package.I would like to keep the two 5xprints that have already been sent @ $5.95I have copied and pasted the substitute order from the website shopping cart as follows.Please let me know if I need to follow a different process than emailing you directly.Total $81.85Close enough. Thank you for your attention to this matter.I look forward to your reply***
It is never my intention to mislead a valued customer, especially one such as yourself who has been a loyal customer for yearsI can assure you that my representatives and Assistant Manager doubled checked for another reservation time that would better suit your needs, however that wasn't available at the timeFor your inconvenience, I have provided a full refundPlease allow 1-business days for a refund I hope to see you again next year
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We have reached out to the customer and reordered her the correct productWe have the order coming back to our office to check and ship out via UPS so the customer can have a new product by the end of this week
I would first like to thank you for being a valued customerSecondly, I would like to apologize for the miscommunication that you received in regards to the expected delivery timeframe of your orderThis is unacceptable, and against our goal of providing exceptional customer serviceAfter
carefully reviewing your account, that was a slight mistake with your orderThe order was reshipped, but it appears that you never received itYour package was reordered, and shipped overnightAgain, thank you for being a valued customer and I hope that you enjoy your product
Hello Valued Customer,I would like to congratulate you on such a huge accomplishment. I have thoroughly investigated your complaint, and I would like to apologize for the confusion. You only received one premium download, because you had pictures taken at two separate events, which can't be merged...
and result in two separate orders. Neither the less, I have fulfilled your request by providing you with the premium downloads from the other event. Please check your email for a receipt that will include the link for the downloads.
[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]
I would like to apologize for the misunderstanding that was experienced by the customer. However, the customer service representatives instructed the customer correctly. The photos were taken at two different events and days, so they aren’t usually combined. I am pleased to say that we came...
to a resolution for this case: we did honor the customer’s request for the buy one get one free. The order was placed by one of the customer service representatives on6/26.
Our company prides ourselves in the level of photography expertise that we provideTherefore, it deeply saddens me that this customer wasn’t pleased the photo proofs; as we provide individualized customer service by working with customer to provide satisfaction However, no photo is perfect, so for an additional cost our company does offer touch ups to appease each customer Nevertheless, we value 100% customer satisfaction, so we have reached out to the customer several times via email and phone to no avail to offer free touch upsThe customer’s account has been notated of the offer for whenever they are ready to place an order I hope this clears up any concerns or issues, as we look forward to assisting this customer
I would like to apologize for the misunderstanding that was experienced by the customerHowever, the customer service representatives instructed the customer correctlyThe photos were taken at two different events and days, so they aren’t usually combined I am pleased to say that we came to a resolution for this case: we did honor the customer’s request for the buy one get one freeThe order was placed by one of the customer service representatives on6/
[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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:While I appreciate the complimentary Easter Package, I think it is imperative that you know that we did go to our session early There was NO ONE there--no appointments, NOTHING Your story was simply not true, and I NEVER appreciate being lied to The attendant working there told me they did not have anyone waiting or set up to be there Regards, [redacted]
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 meThe Iconic group contacted me and offered me a full refund for the products in dispute Resolved! Regards, [redacted] ***
This is the resolution to case # [redacted] Customer has been refunded as requestedThanks, [redacted] Customer Service ManagerMartin Hurst Rd Tallahassee, FL 32312Online: [redacted] .com
Thank you for being a valued customerI understand that your complaint is that you never received the photo package that you purchased in a timely a matter, and that you called for assistance; which a supervisor promised you a rushed order with a tracking number to no availThis does not reflect the quality of service and experience that we intend to provide our valued customers, and we do not take this lightly as we have trained all of our staff to deal with all type of situationsTo investigate the matter, I combined through your customer profile and I was not able verify any type of communication between you and my staffNeither the less, I overnighted you a new order with the [redacted] tracking number of # [redacted] , and provided a partial refund that takes 1-business days to processCongratulations on graduating, and I hope you enjoy your picturesPlease let me know if I can be of any further assistance
Thank you for being a valued customerI am sorry that we made a mistake, and that it had to come to this point to have it rectifiedYour experience will be used as a teaching moment to the customer service representatives in the futurePer your request, I am provided you with a full refund
Please allow 1-business days
I would like to apologize for the technical difficulties that the customer experienced when to attempting to apply the coupon codesWe assure that customer satisfaction is our top priority and we want the service at our company to reflect that principle I have applied the desired
settle that the customer requested, which was a refund of $Please allow 1-business days for the processing of the refundHave a pleasant day
We are extremely displeased to hear about your disappointment with our companyWe make every effort to satisfy each and every one of our customers and are truly regretful that your experience thus far has not been a remarkable one You stated that you were informed that *** is a
ManagerI would like to clarify that she is not a Manager, but a Seasonal Supervisor during the busiest times of the yearMost escalated calls are routed to our Supervisors first, not to our Managers so therefore you should have been informed that she is a SupervisorWe apologize for any confusion this might have caused Nonetheless, she did follow the correct procedure when placing your Canadian orderOur policy for sending out Canadian orders with tracking is to flag it back to our Tallahassee location, then add the necessary tracking to the order and then send it out as quickly as possibleWe sincerely apologize if *** did not fully elaborate on our Canadian shipping methods and delivery timesAll Canadian orders without tracking generally take 2-weeks to arrive in the mail from the date it was mailed out and those sent out with tracking tend to arrive in 2-weeks from the date it was mailed outThe time frames that are provided don’t include the amount of time our representative’s must wait to receive a customer’s order at their desk before sending it outTherefore, in summary Canadian orders can take up to 2-weeks to arrive in the mail Also, shortly after *** spoke with you on the phone, *** later found out that our Mail Tech placed the incorrect tracking number on your account, which *** unknowingly providedThis by no means was ***’s fault since she was only utilizing the information our Mail Tech placed on the accountI have spoken with the Mail Tech and have informed her that attention to detail and placing the correct tracking numbers within each customer’s account is of upmost importance We understand that there have been several errors in regards to your order and we take full responsibility in our mistakesWhen the errors on this account escalated, it was then brought to my attention and I took over for ***However, before I took over, *** did express to me her desire to place a partial refund on the account and her deepest apology for your frustration and all of the inconvenience*** is actually one of the best Seasonal Supervisors we have, and she is always eager to go the extra mile for our customers in order to provide excellent serviceLastly, I have granted approval of the refund that you requested for the amount of $57.58, which will posted to your account within the next 3-business days
[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 ***, and find that this resolution is satisfactory to me, if the full refund is fulfilled.
Regards,
*** ***
Below is the email sent to the customerWe are working with her to get her a new product sent for the amount she paid. On Jun 16, 2016, at 9:AM, *** Shavers wrote: Hello Therese, Thank you for contacting GradImagesWe apologize about
your recent experience with our Customer Service RepresentativesI’d be more than happy to add the additional ceremony highlights of your choice to your downloads package and then send you a new updated linkAnother option would be applying credit towards a different item insteadPlease feel free to contact me directly at my extension below once you have made your decision. Thanks, If you have any other comments or questions, please feel free to contact us.*** *** ***
*** *** *** *** *** *** **
*** *** ***
*** *** *** *** Hello ***,I am happy to apply the credit towards a different package.I would like to keep the two 5xprints that have already been sent @ $5.95I have copied and pasted the substitute order from the website shopping cart as follows.Please let me know if I need to follow a different process than emailing you directly.Total $81.85Close enough. Thank you for your attention to this matter.I look forward to your reply***
It is never my intention to mislead a valued customer, especially one such as yourself who has been a loyal customer for yearsI can assure you that my representatives and Assistant Manager doubled checked for another reservation time that would better suit your needs, however that wasn't available at the timeFor your inconvenience, I have provided a full refundPlease allow 1-business days for a refund I hope to see you again next year
[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We have reached out to the customer and reordered her the correct productWe have the order coming back to our office to check and ship out via UPS so the customer can have a new product by the end of this week
We contacted the customer and a new order was placed and sent to the customerThe link to the receipt for the order is below***
I would first like to thank you for being a valued customerSecondly, I would like to apologize for the miscommunication that you received in regards to the expected delivery timeframe of your orderThis is unacceptable, and against our goal of providing exceptional customer serviceAfter
carefully reviewing your account, that was a slight mistake with your orderThe order was reshipped, but it appears that you never received itYour package was reordered, and shipped overnightAgain, thank you for being a valued customer and I hope that you enjoy your product
Hello Valued Customer,I would like to congratulate you on such a huge accomplishment. I have thoroughly investigated your complaint, and I would like to apologize for the confusion. You only received one premium download, because you had pictures taken at two separate events, which can't be merged...
and result in two separate orders. Neither the less, I have fulfilled your request by providing you with the premium downloads from the other event. Please check your email for a receipt that will include the link for the downloads.
[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]
I would like to apologize for the misunderstanding that was experienced by the customer. However, the customer service representatives instructed the customer correctly. The photos were taken at two different events and days, so they aren’t usually combined. I am pleased to say that we came...
to a resolution for this case: we did honor the customer’s request for the buy one get one free. The order was placed by one of the customer service representatives on6/26.